Franks Television

Plan [redacted]
 
 
Dear Revdex.com,
 
Regarding the service request for the air conditioner; I reviewed the file that indicates Old Republic Home Protection (ORHP) has dispatched Harper Valley P.T. Air (Harper Valley) to provide a second opinion regarding the cause of failure of the air...

conditioner.
 
Harper Valley will contact Mr. [redacted] and schedule an appointment. If Mr. [redacted] needs to contact them directly, their phone number is [redacted].
 
Please advise Mr. [redacted] if he has any questions, to contact ORHP at [redacted] for assistance.
 
Sincelrfey,
 
[redacted]
Plan Compliance Manager
Old Republic Home Protection

Good Evening, My name is [redacted] and I sent a complaint earlier this afternoon; however, after a month I was finally able to settle the refund with the insurance company so I will like to withdraw the complaint. If you have any questions please contact me at [redacted] Regards, [redacted] Sent from my iPhone

Initial Business Response /* (1000, 5, 2015/12/01) */
Ms. [redacted]
Revdex.com
RE: Plan # XXXXXXXX
Dear Ms. [redacted],
Regarding the service request for the water heater; on behalf of Old Republic Home Protection (ORHP) and its employees, please extend our sincere apologies for the...

circumstances outlined in Mr. [redacted]'s letter.
ORHP, like other home warranty companies, uses Independent Network Service Providers to service our Plan Holders. Although efforts are made to dispatch qualified Service Providers that can provide quality service, occasionally circumstances occur that are unacceptable to ORHP and our Plan Holder.
I assure you, ORHP employees value the trust each of our Plan Holders place in us to resolve their service request in a timely and professional manner and when this does not occur, steps are taken to review what went wrong and implement improvement.
Based on the information Mr. [redacted] provided, I have taken personal responsibility to ensure our Contractor Management Department addresses the issues outlined with the Service Provider and individuals involved, ensuring they understand the result of their actions and comments.
ORHP appreciates Mr. [redacted] taking the time to provide his opinion and perspective of his service experience, which in turn, provides ORHP the opportunity to improve the service we provide to our customers.
Best regards,
[redacted]
Plan Compliance Manager
Old Republic Home Protection

Initial Business Response /* (1000, 5, 2015/11/09) */
Ms. [redacted]
Revdex.com
RE: Plan # XXXXXXXX
Dear Ms. [redacted],
Regarding the service request for the HVAC thermostat; on behalf of Old Republic Home Protection (ORHP) and its employees, please extend our sincere apologies for the...

circumstances outlined in Mr. [redacted]'s letter.
ORHP, like other home warranty companies, uses Independent Network Service Providers to service our Plan Holders. Although efforts are made to dispatch qualified Service Providers that can provide quality service, occasionally circumstances occur that are unacceptable to ORHP and our Plan Holder.
I assure you, ORHP employees value the trust each of our Plan Holders place in us to resolve their service request in a timely and professional manner and when this does not occur, steps are taken to review what went wrong and implement improvement.
Based on the information you provided, I have taken personal responsibility to address the issues outlined with the Service Providers and individuals involved, ensuring they understand the result of their actions and comments.
As a result of the circumstances that occurred, and strictly as a matter of goodwill, ORHP has agreed to honor your request to waive the Trade Call Fee.
ORHP appreciates Mr. [redacted] taking the time to provide his opinion and perspective of his service experience, which in turn, provides ORHP the opportunity to improve the service we provide to our customers.
Best regards,
[redacted]
Plan Compliance Manager
Old Republic Home Protection

Complaint: [redacted]I am rejecting this response because:
It is not the policy owner's responsibility to determine the cause of the defect.  Again, Old Republic's technicians have come to our house almost 10 times and none have been able to Prove the problem. The entire line is behind drywall and not in an attic space. However, the consensus is that the line must be replaced based on speculation.  They say it is less expensive to run a new line rather than pinpoint the problem.  This recommendation comes from our independent expert as well as Old Republic's experts. Perhaps, Old Republic should speak with their technician about this issue for the entire story.  
Most have also said that it sounds like the wire is arcing, which is a dangerous condition.  Did that make it into the reports?
This is simply ridiculous and is causing our family distress.
Sincerely,[redacted]

Initial Business Response /* (1000, 5, 2015/10/15) */
Ms. [redacted]
Revdex.com
RE: Plan # XXXXXXXX
Dear Ms. [redacted],
Regarding the service request for the range; on behalf of Old Republic Home Protection (ORHP) and its employees, please extend our sincere apologies for the circumstances...

outlined in Ms. [redacted]'s letter.
I assure you, ORHP employees value the trust each of our Plan Holders place in us to resolve their service request in a timely and professional manner and when this does not occur, steps are taken to review what went wrong and implement improvement.
I have reviewed the file and my associate, Mr. [redacted], Call Center Supervisor, has been assigned to resolve the service request, and will contact Ms. [redacted]. If Ms. [redacted] has any questions, please advise her to contact Mr. [redacted] at XXX-XXX-XXXX Ext. [redacted] for assistance.
ORHP appreciates Ms. [redacted] taking the time to provide her opinion and perspective of her service experience, which in turn, provides ORHP the opportunity to improve the service we provide to our customers.
Best regards,
[redacted]
Plan Compliance Manager
Old Republic Home Protection

Plan [redacted]
 
Dear Revdex.com,
 
Regarding the service request for the air conditioner; I reviewed the file that indicates the technician from Aspen Air diagnosed there was a refrigerant leak in the evaporative coil, and that the leak was present prior to the effective date of the Plan....


 
Please refer to page 7 of the Plan that states:
 
“We will provide service for covered systems or appliances that malfunction, and are
reported, during the term of the Plan that:
 
B) Were correctly installed and working properly on the effective date of the Plan, and
 
C) Have become inoperable due to normal wear and use (including rust, corrosion, and
      chemical or sediment build-up), after the effective date of coverage. Pre-existing
      conditions are not covered.”     
 
Please extend our apologies to [redacted] that the terms and conditions of the Plan do not provide coverage in this situation. While the intent of Old Republic Home Protection is to provide as much coverage as possible, the Plan is not all inclusive and there are limitations which are standard in the home warranty industry.
 
If [redacted] has any additional information he believes should be considered, please advise him to mail it to me for review at the address below.
 
Old Republic Home Protection
[redacted]
 
Sincerely,
 
[redacted]
Plan Compliance Manager
Old Republic Home Protection

RE:      Plan # [redacted]
 
Dear Revdex.com,
 
Regarding the service request for the septic system, and the request for reimbursement for repairs completed by an Out-Of-Network Contractor; on behalf of Old Republic Home Protection (ORHP) and its employees, please extend our...

sincere apologies for the circumstances outlined in [redacted] letter.
 
I assure you, ORHP employees value the trust each of our Plan Holders place in us to resolve their service request in a timely and professional manner and when this does not occur, steps are taken to review what went wrong and implement improvement.
 
I reviewed the file that indicates the septic tank was pumped in November, and the Plan provides coverage for one septic tank pump per Plan term.
 
In January 2017, a service request was placed for the septic system, and the Out-Of-Network Contractor, Reddi Industries, advised Old Republic Home Protection that the septic tank had to be pumped, and a riser lid had to be installed to be bring the tank up to code. The estimate for the tank pumping was $300. Although the Plan coverage for septic tank pumping had already been met, ORHP authorized the tank pumping. As a gesture of goodwill, ORHP will reimburse Mr. [redacted] $300 for the septic tank pumping. However, the Plan does not provide coverage for the cost to bring the septic tank lid up to code.
 
Please refer to page 8 of the Plan that states:
 
“2. PERMITS AND OTHER FEES:
 
A. You may be responsible for the payment of additional fees not covered according to
     the terms and conditions of the Plan. These fees may include, but are not limited to:
 
1. The cost of permits and code upgrades.”
 
Please advise Mr. [redacted] I have processed a check for $300, and he should receive it within 20 days.
 
ORHP appreciates Mr. [redacted] taking the time to provide his opinion and perspective of his service experience, which in turn, provides ORHP the opportunity to improve the service we provide to our customers.
 
Best regards,  
 
[redacted]
Plan Compliance Manager
Old Republic Home Protection

Initial Business Response /* (1000, 5, 2015/11/05) */
Ms. [redacted]
Revdex.com
Re: Plan XXXXXXXX
Dear Ms. [redacted],
Regarding the service request for the pipe leak, and reimbursement for covered costs completed by an Out-Of-Network Contractor; I have reviewed the file and prior to receiving the...

Revdex.com complaint on November 4, 2015, my associate, Mr. [redacted], spoke to Ms. [redacted] on November 2, 2015, and agreed to provide her the balance of the repair.
Mr. [redacted] has processed the check for $264 and Ms. [redacted] should receive it within 20 days.
If Ms. [redacted] has any questions, please advise her to contact Mr. [redacted] at XXX-XXX-XXXX Ext 1533, for assistance.
Sincerely,
[redacted]
Plan Compliance Manager
Old Republic Home Protection
Initial Consumer Rebuttal /* (2000, 7, 2015/11/06) */
(The consumer indicated he/she ACCEPTED the response from the business.)
As long as the check is received I am happy with the outcome. I will await the check.
Final Business Response /* (4000, 14, 2015/11/18) */
Dear Ms. [redacted],
Please advise Ms. [redacted] that the check was mailed on November 12, 2015. If she does not receive it within ten days, please advise her to contact our Accounting Department at XXX-XXX-XXXX for assistance.
Sincerely,
[redacted]
Plan Compliance Manager
Old Republic Home Protection
Final Consumer Response /* (2000, 16, 2015/11/20) */
(The consumer indicated he/she ACCEPTED the response from the business.)
The final check has been received. Thank you.

RE:      Plan # [redacted]
 
Dear Revdex.com,
 
Regarding the service request for the air conditioner; on behalf of Old Republic Home Protection (ORHP) and its employees, please extend our sincere apologies for the circumstances outlined in Ms. [redacted] letter.
 
I...

assure you, ORHP employees value the trust each of our Plan Holders place in us to resolve their service request in a timely and professional manner and when this does not occur, steps are taken to review what went wrong and implement improvement.
 
According to the file, the service request was re-dispatched to [redacted] and they have an appointment scheduled for 11 am on July 29, 2017. If Ms. [redacted] has any questions regarding her appointment, please instruct her to contact [redacted] at [redacted].
 
ORHP appreciates Ms. [redacted] taking the time to provide her opinion and perspective of her service experience, which in turn, provides ORHP the opportunity to improve the service we provide to our customers.
 
Best regards,  
 
[redacted]
Plan Compliance Manager
Old Republic Home Protection

Complaint: [redacted]I am rejecting this response because:
I mailed the requested documents to the business as instructed.  I await their response. 
Sincerely,[redacted]

RE:      Plan # [redacted]
 
Dear Revdex.com,
 
Regarding the service request for the dishwasher; on behalf of Old Republic Home Protection (ORHP) and its employees, please extend our sincere apologies for the circumstances outlined in Mr. [redacted] letter.
 
ORHP,...

like other home warranty companies, uses Independent Network Service Providers to service our Plan Holders. Although efforts are made to dispatch qualified Service Providers that can provide quality service, occasionally circumstances occur that are unacceptable to ORHP and our Plan Holder.
 
I assure you, ORHP employees value the trust each of our Plan Holders place in us to resolve their service request in a timely and professional manner and when this does not occur, steps are taken to review what went wrong and implement improvement.
 
According to the file, on August 16, 2017 Mr.  [redacted] agreed to a settlement of $996.90 to resolve the dishwasher service request. Mr. [redacted] should receive a check within the next 20 days. If Mr. [redacted] has any questions, please advise him to contact me at [redacted].
 
ORHP appreciates Mr. [redacted] taking the time to provide his opinion and perspective of his service experience, which in turn, provides ORHP the opportunity to improve the service we provide to our customers.
 
Best regards,  
 
[redacted]
Plan Compliance Manager
Old Republic Home Protection

Plan [redacted]
 
 
Dear Revdex.com,
 
Regarding the service request for the air conditioner; I reviewed the file that indicates the Plan became effective on March 3, 2018. The service request for the air conditioner not cooling properly was placed by the [redacted] on March 8, 2018. ...

When we later spoke with the tenant living in the property, the tenant advised and confirmed that the air conditioner was not operating properly prior to the effective date of the Plan.
 
In accordance with the terms of the Plan, coverage was denied. Please refer to page 7 of the Plan that states:
 
“We will provide service for covered systems or appliances that malfunction, and are
reported, during the term of the Plan that:
 
B) Were correctly installed and working properly on the effective date of the Plan, and
C) Have become inoperable due to normal wear and use (including rust, corrosion, and
      chemical or sediment build-up), after the effective date of coverage. Pre-existing
      conditions are not covered.”
 
If [redacted] has any additional information he believes should be considered, please advise him to forward it to me for review at the address below.
 
[redacted]
 
Sincerely,
 
[redacted]
Plan Compliance Manager
Old Republic Home Protection

Initial Business Response /* (1000, 5, 2015/05/14) */
[redacted]
Revdex.com
Re: Plan XXXXXXXX
Dear Ms. [redacted],
Regarding the service request for the dishwasher; on behalf of Old Republic Home Protection (ORHP) and its employees, please extend our sincere apologies for the circumstances...

outlined in Ms. [redacted]'s letter.
ORHP, like other home warranty companies, uses Independent Network Service Providers to service our Plan Holders. Although efforts are made to dispatch qualified Service Providers that can provide quality service, occasionally circumstances occur that are unacceptable to ORHP and our Plan Holder.
I assure you, ORHP employees value the trust each of our Plan Holders place in us to resolve their service request in a timely and professional manner and when this does not occur, steps are taken to review what went wrong and implement improvement.
Based on the information you provided, I have taken personal responsibility to address the issues outlined with the Service Provider and individuals involved, ensuring they understand the result of their actions and comments.
According to the file, we have dispatched Sears to diagnose the dishwasher and determine if a repair or replacement is necessary. My associate, Mr. [redacted], has been assigned to follow up to ensure a timely resolution. If Ms. [redacted] has any questions, please advise her to contact Mr. [redacted] at XXX-XXX-XXXX ext. [redacted] for assistance.
ORHP appreciates Ms. [redacted] taking the time to provide her opinion and perspective of her service experience, which in turn, provides ORHP the opportunity to improve the service we provide to our customers.
Best regards,
[redacted]
Claims Manager
Old Republic Home Protection
Initial Consumer Rebuttal /* (3000, 7, 2015/05/15) */
(The consumer indicated he/she DID NOT accept the response from the business.)
The repair of the dishwasher is still outstanding. Sears will be the third company to take a look and Tuesday makes it two weeks without my dishwasher. The water damage done by budget appliance will cost thousands of dollars. This is the second time OR has send under qualified people to work on my home. I want a new dishwasher and the insurance info for their vendor to pursue damages. The water has rusted the bottom of my dishwasher, regardless if you can get it working the integrity of the unit has been jepordized. The flooding was 1inch from light socket. We are all lucky that this negligence had not started a fire. I will not run this dishwasher just to see if you can fix it. Its broken.
Final Consumer Response /* (3000, 14, 2015/06/12) */
Old republic sent out uninsured company to fix my dishwasher. Old republic gave me te policy number for budget appliance repair services. I called their insurance and they have no insurance as of 6/15/14. I hold Old republic responsible for these secondary damages as well as the replacement of a dishwasher and any service call fees. Please have them respond asap.
Final Business Response /* (4000, 16, 2015/06/15) */
Ms. [redacted],
I have reviewed the file that indicated originally Ms. [redacted] was provided inaccurate insurance information regarding Budget Appliance; please extend our apology. According to the file, my associate, Ms. [redacted], Call Center Supervisor, emailed Ms. [redacted] the following updated information on June 8, 2015 regarding the General Liability Insurance for Budget Appliance:
Dear Ms. [redacted],
Per your request, the following is the general liability insurance information for Budget Appliance Repair Service:
State Farm Insurance
Agent: [redacted]
[redacted] A [redacted] St. [redacted] XXXXX
Policy Number: [redacted]
Effective date: [redacted]
If [redacted] has any question or concerns regarding this information; please advise her to contact Ms. [redacted] at her convenience at XXX-XXX-XXXX ext [redacted]
Sincerely,
[redacted]
Claims Manager
Old Republic Home Protection

Complaint: [redacted]I am rejecting this response because:
The repairs were completed by OONC a few weeks after ORHP refused to repair the system. Of course there would be opposing opinions but the fact that the system has been running fine after the OONC successfully diagosed and repaired it clearly indicates which contractor was correct.
Sincerely,[redacted]

Plan [redacted]
 
Dear Revdex.com,
 
Please advise Mr. [redacted] to provide me the proof of purchase for the new refrigerator for my review. I will then contact him and advise if we can provide service to the refrigerator he has advised that he moved from his kitchen to his garage, after it failed....


 
Thank you
 
Sincerely,
 
[redacted]
Plan Compliance Manager
Old Republic Home Protection

RE:      Plan # [redacted]
 
Dear Revdex.com,
 
Regarding the service request for the electrical system,; on behalf of Old Republic Home Protection (ORHP) and its employees, please extend our sincere apologies for the circumstances outlined in Mr. [redacted] letter....


 
ORHP, like other home warranty companies, uses Independent Network Service Providers to service our Plan Holders. Although efforts are made to dispatch qualified Service Providers that can provide quality service, occasionally circumstances occur that are unacceptable to ORHP and our Plan Holder.
 
I assure you, ORHP employees value the trust each of our Plan Holders place in us to resolve their service request in a timely and professional manner and when this does not occur, steps are taken to review what went wrong and implement improvement.
 
Based on the information Mr. [redacted] provided, I have taken personal responsibility to address the issues outlined with the Service Providers and individuals involved, ensuring they understand the result of their actions and comments.
 
According to the file, on August 2, 2017, ORHP has dispatched the service request to another Service Provider to provide service as soon as possible. Please advise Mr. [redacted] to contact us if he has any difficulty scheduling service so we can provide assistance.
 
ORHP appreciates Mr. [redacted] taking the time to provide his opinion and perspective of his service experience, which in turn, provides ORHP the opportunity to improve the service we provide to our customers.
 
Best regards,  
 
[redacted]
Plan Compliance Manager
Old Republic Home Protection

Initial Business Response /* (1000, 5, 2015/10/05) */
Ms. [redacted]
Revdex.com
Re: Plan XXXXXXXX
Dear Ms. [redacted],
Regarding the service request for the air conditioner; on behalf of Old Republic Home Protection (ORHP) and its employees, please extend our sincere apologies for the...

circumstances outlined in Ms. [redacted]'s letter.
ORHP, like other home warranty companies, uses Independent Network Service Providers to service our Plan Holders. Although efforts are made to dispatch qualified Service Providers that can provide quality service, occasionally circumstances occur that are unacceptable to ORHP and our Plan Holder.
I assure you, ORHP employees value the trust each of our Plan Holders place in us to resolve their service request in a timely and professional manner and when this does not occur, steps are taken to review what went wrong and implement improvement.
I have reviewed the file that indicates the Plan will cover $2,631 of the cost for Ms. [redacted]'s
Out-Of-Network Contractor to replace her evaporative coil. According to the file, the remaining amount due for the repairs is necessary to provide access to replace the evaporative coil, and to repair the ductwork that was damaged as the result of the water leak from the evaporative coil drain pan.
Please refer to 8 of the Plan that states:
"Access:
D. We do not pay additional charges to remove or install systems, appliances, or
non-related equipment in order to make a covered repair.
General Exclusions:
D. We do not pay, nor are we liable, for secondary or consequential loss or damage;
personal or property loss or damage; or bodily injury of any kind."
Please extend our apologies to Ms. [redacted] that the terms and conditions of the Plan did not provide coverage for all of the costs to complete the repair. While the intent of ORHP is to provide as much coverage as possible, the Plan is not all inclusive, and there are limitations which are standard in the home warranty industry.
ORHP appreciates Ms. [redacted] taking the time to provide her opinion and perspective of her service experience, which in turn, provides ORHP the opportunity to improve the service we provide to our customers.
Best regards,
[redacted]
Plan Compliance Manager
Old Republic Home Protection

Revdex.com:I have reviewed the response made by the business in reference to complaint ID [redacted], and find that this resolution is satisfactory to me. [redacted] called me this morning 4/28/2016 offering another check for$240 therefore total amount will be $400 which I will accept. She stated the process time can take up to 14 days to receive the check. I will let you know once I receive it. thank you so much for your help.Sincerely, [redacted]

Initial Business Response /* (1000, 5, 2015/08/18) */
Ms. [redacted]
Revdex.com
RE: Plan # XXXXXXXX
Dear Ms. [redacted],
Regarding the service request for the water heater; on behalf of Old Republic Home Protection (ORHP) and its employees, please extend our sincere apologies for the...

circumstances outlined in Ms. [redacted]'s letter.
ORHP, like other home warranty companies, uses Independent Network Service Providers to service our Plan Holders. Although efforts are made to dispatch qualified Service Providers that can provide quality service, occasionally circumstances occur that are unacceptable to ORHP and our Plan Holder.
I assure you, ORHP employees value the trust each of our Plan Holders place in us to resolve their service request in a timely and professional manner and when this does not occur, steps are taken to review what went wrong and implement improvement.
Based on the information Ms. [redacted] provided, I have taken personal responsibility to address the issues outlined with the Service Providers and individuals involved, ensuring they understand the result of their actions and comments.
According to the file, my associate, Ms. [redacted], has been assigned to follow up and ensure the service request is resolved in a timely manner.
ORHP appreciates Ms. [redacted] taking the time to provide her opinion and perspective of her service experience, which in turn, provides ORHP the opportunity to improve the service we provide to our customers.
Best regards,
[redacted]
Claims Manager
Old Republic Home Protection