Franks Television

Plan [redacted]
 
 
Dear Revdex.com,
 
Regarding the service request for the oven door; I reviewed the file and the technician from Appliance Tech advised Old Republic Home Protection (ORHP) that the oven door hinge was damaged by something other than normal wear and use.
 
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:
 
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 Ms. [redacted] that the terms and conditions of the Plan do not provide coverage in this situation. 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.
 
If Ms. [redacted] has any additional information she believes should be considered, please advise her to forward it to me for review at the address below.
 
Old Republic Home Protection
[redacted]
Attn: [redacted]
 
 
Sincerely,
 
 
[redacted]
Plan Compliance Manager
Old Republic Home Protection

Complaint: [redacted]I am rejecting this response because: it was not a repair, I got a second opinion because you guys refused to send me a second opinion till the time I contacted Revdex.com. So I scheduled a second opinion my self to prove your assessment the first time was a fraud. And I was right, and by then you guys decided to send a second opinion and it showed the real reason the AC was not working, it was because normal wear and tear.Sincerely,[redacted]

Initial Business Response /* (1000, 5, 2015/08/20) */
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 Mr. [redacted]'s letter.
ORHP, like other home warranty companies, uses independent part suppliers to service our Plan Holders. Although efforts are made to utilize part suppliers that 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 and my associate, Mr. Balagtas spoke with Mr. [redacted] on August 19, 2015, and will follow up to ensure the service request is resolved in a timely manner. If Mr. [redacted] has any questions, please advise him to contact Mr. Balagtas at XXX-XXX-XXXX Ext. 1038 for 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, 2016/01/05) */
Ms. [redacted]
Revdex.com
Re: Plan XXXXXXXX
Dear Ms. [redacted],
Regarding the service request for the salt water pool equipment, and Ms. [redacted]'s request to cancel the Plan; I have reviewed the file and according to the technician from...

Roadrunner Pools, based on the condition of the pool and the equipment, the salt water system was not in good operating condition on 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 which 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, 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 Ms. [redacted] that the terms and conditions of the Plan do not provide coverage in this situation. While the intent of Old Republic Home Protection (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.
With regard to cancelling the Plan; ORHP values Ms. [redacted] as a customer, and we hope that she will realize the value of the Plan and the many benefits it provides. If Ms. [redacted] still wishes to cancel her Plan, please advise her to mail a written request to ORHP, fax the request to
XXX-XXX-XXXX, or email the request to [redacted]@orhp.com, and the Plan will be cancelled in accordance with the terms and conditions of the Plan.
If Ms. [redacted] has any questions, please advise her to contact me at XXX-XXX-XXXX Ext. [redacted].
Sincerely,
[redacted]
Plan Compliance Manager
Old Republic Home Protection

Initial Business Response /* (1000, 5, 2016/01/08) */
Ms. [redacted]
Revdex.com
RE: Plan # XXXXXXXX
Dear Ms. [redacted],
Regarding the service request for the furnace; 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 and part suppliers to service our Plan Holders. Although efforts are made to dispatch qualified Service Providers, and to utilize part suppliers 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.
As a result of the circumstances that occurred, and strictly as a matter of goodwill, ORHP has agreed to honor Mr. [redacted]'s 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
Initial Consumer Rebuttal /* (2000, 7, 2016/01/22) */
(The consumer indicated he/she ACCEPTED the response from the business.)
I hope this matter is closed.

Plan [redacted]
 
Dear Revdex.com,
 
Regarding the request from [redacted] for reimbursement for the repair of his clothes dryer by an Out-Of-Network Contractor, without our prior authorization; although the Plan does not provide coverage for reimbursement without our prior authorization, as a...

gesture of goodwill, I will agree to review the diagnosis and invoice. Please advise [redacted] to email me a copy of the diagnosis and invoice to [redacted], or mail it to me at the address below.
 
Old Republic Home Protection
[redacted]
San Ramon, CA 94583
Attn: [redacted]
 
Sincerely,
 
[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.
Yes- After making a post on the company's facebook page I was contacted and reimbursed. However I still think the company is shady due to the fact they want cancel your plan over the phone. They transfer to a pre-recorded message that explains how to cancel. Which includes sending a letter and other things to cancel. This is bogus! But again, I did get my money refunded back to me on this case. Sincerely, [redacted]

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.
Sincerely, [redacted]

RE:      Plan # [redacted]
 
Dear Revdex.com,
 
Regarding the service request for the plumbing stoppage; on behalf of Old Republic Home Protection (ORHP) and its employees, please extend our sincere apologies for the circumstances outlined in **. [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.
 
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.
 
According to the file on April 13, 2018, my associate Ms. [redacted], Call Center Supervisor, approved reimbursement of an additional $245 regarding the service completed by the
Out-Of-Network Contractor.  Ms. [redacted] should receive a check in the amount of $245 within the next 20 days.
 
If Ms. [redacted] has any questions, please advise her to contact Ms. [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: After speaking to the contractor, I was not able to get an appointment to get the range looked at until Jan 25, 2017. I do not feel this is being handled quick enough therefore I would like a refund of this policy. Additionally I feel that it is fair to refund me at a prorated rate. However, it does not seem fair that I would have to incur the $75 service fee because the range was not repaired during that visit. Additionally I feel that I should not have to pay any administrative or processing fees to cancel this policy because they did live up to their commitment. Therefore I am also rejecting their refund offer.
In my opinion a fair resolution would be to refund me for the policy with the prorated date being the date initial service was requested, being refunded the $75 service fee and not having to incur any administrative or processing fees to cancel the policy.Sincerely,[redacted]

Dear Mr. [redacted]  Regarding the service request for the air conditioner, and the pending replacement of the evaporative coil; on behalf of Old Republic Home Protection (ORHP) and its employees, please extend our sincere apologies for the delay completing the service request for Mr. [redacted]...

 ORHP, like other home warranty companies, uses independent part suppliers to service our Plan Holders. Although efforts are made to utilize parts suppliers that 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, the delivery of the replacement evaporative coil was delayed by the supplier, and when it arrived May 22nd, it had shipping damage. As a result, a new evaporative coil was ordered on May 24, 2016. I am following to ensure it is replaced in a timely manner once it arrives. According to the supplier, due to the Holiday May 30TH, the new coil is scheduled for delivery on Tuesday. May 31st.    We have checked with the owner of A-1 HVAC and they are unable to supply a replacement coil. Another option is I can provide Mr. [redacted] a cash settlement for our cost of the replacement ($944), plus I would provide an additional $500 as a gesture of goodwill as a result of the unexpected delay, and Mr. [redacted] can hire an Out-Of-Network Contractor of his choice to complete the repair.   Please advise Mr[redacted] to contact me if he would prefer the cash settlement. Otherwise, I will follow up with him on May 31, 2016 regarding the status of replacing the coil. Again, please extend our sincere apologies for the delay. ORHP appreciates Mr. Cowart 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. Please advise Mr[redacted] to contact me if he has any questions. Sincerely, [redacted]Plan compliance ManagerOld Republic Home Protection

Dear [redacted],
 
According to the file, the repair was scheduled for completion on September 13, 2016. My associate, [redacted], left a message for [redacted] on September 15, 2016, to confirm the equipment is operating as designed, but has not received a return call.
 
If [redacted] still requires service, please advise him to contact [redacted] at [redacted] for assistance.
 
Please extend our sincere apologies to [redacted] for the circumstances related in his letter. I assure you, this service request will be addressed with all of the individuals involved.
 
 
Sincerely,
 
[redacted]
Plan Compliance Manager

Complaint: [redacted]I am rejecting this response because: Old republic failed to reference the report from the first technician they sent out (attached) that the evaporator coil is leaking, rusty, corroded, and needed to be replaced.  Neither Beltway or American Central tested for the leak, and therefore didn't properly diagnose the root cause of the problem (evaporator coil).  Old Republic chose to ignore the first technician they sent out, and instead took the diagnosis that yielded a lower cost to them and not the one that would ultimately fix the problem long-term.  They just chose a technician who performed a temporary fix.
To use a comparison they "took a flat tire to the first auto shop that would cheaper patch the tire, instead of actually replacing the tire.  It'll just go flat again."
Sincerely,[redacted]

Dear Revdex.com,
 
Regarding the need for service for the furnace; I reviewed the file that indicates the only service request we received was for the air conditioner evaporative coil, which was determined to still be under the manufacturer warranty. If [redacted] requires service for his furnace, please advise him to contact our Customer Service Department at [redacted] for assistance, and place a request for service so we can dispatch a network Service Provider to provide a diagnose.
 
Sincerely,
 
[redacted]
Plan Compliance Manager
Old Republic Home Protection

Plan [redacted]
 
Dear Revdex.com,
 
Regarding the service request for the HVAC system; 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 have reviewed the file that indicates my associate, [redacted], Call Center Supervisor, spoke with [redacted] at Dan’s Heating and Cooling and he advised her that the replacement HVAC equipment from Lennox was installed on March 10, 2017, and the City inspection is scheduled for March 16, 2017 to confirm the equipment is installed correctly.
 
If [redacted] has any questions, please advise him to contact us for assistance.
 
Sincerely,
 
[redacted]
Plan Compliance Manager
Old Republic Home Protection

Complaint: [redacted]I am rejecting this response because:
[redacted],
 
Please refer Mr. [redacted] to page 7 of the Plan that states:
To ensure you receiver reputable and unbiased service, we have built an extensive network of  SERVICE PROVIDERS who provide service to our Plan Holders at fair and reasonable rates. 
“When we request or authori*e you to obtain an INDEPENDENT OUT-OF-NETWORK
 CONTRACTOR to perform diagnosis and/or service: 1) We recommend that the Contractor
 be qualified and insured, and charge fair and reasonable rates for parts and service. 2)
 Once the technician is at the home, and prior to any services being rendered, you must call
 our Authori*ation Department with the technician’s diagnosis and dollar amount of services
 required. 3) We will provide an Authori*ation Number for the covered services and dollar
 amount that we have authori*ed. Failure to contact us as outlined may result in denial of
 coverage. 4) Upon completion of the authori*ed services, the Contractor must provide you
 an itemi*ed invoice for the authori*ed charges. 5) You must submit the itemi*ed invoice,
 including the Authori*ation Number provided by us, for reimbursement. 6) A Trade Call
 Fee is due per trade, and will be deducted from any reimbursement provided. 7) You
 are expected to pay the Independent Out-of-Network Contractor directly for the services
 rendered and then submit the invoice to us for reimbursement. We accept invoices by
 fax (1[redacted]), post ([redacted]) or email to:
 
Please advise him that Old Republic has sent not one , but three  reputable, unbiased, and Qualified SERVICE PROVIDERS of their choosing and spent according to them, $1293.72 in parts and labor over not one, not two, but three months,, That’s right THREE  MONTHS without  a working microwave and oven and it still is not working. I ask Mr. [redacted] is he and the staff at Old Republic in touch with reality?  Would he or any of the staff at Old Republic tolerate such nonsense? Would you, [redacted], tolerate such nonsense?
                                        ...⇄ Sincerely
                                        ...⇄ [redacted]

Initial Business Response /* (1000, 5, 2015/05/29) */
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 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.
I have reviewed the work orders regarding the range, and confirmed with Sears that different components of the range have failed the past several months, and not the same component. According to Sears, a bake element and microcomputer has been ordered and will be delivered to the Plan Holder next week; Sears has an appointment scheduled for June 5th, to complete the repair.
Due to the circumstances, ORHP has agreed as a gesture of goodwill, to waive the $75 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]
Claims Manager
Old Republic Home Protection
Initial Consumer Rebuttal /* (3000, 11, 2015/06/22) */
This case has still not been resolved. I am awaiting the check back for the fee and was told this morning it would still be at least 10 days (after being told it would be 10-14 last week). Thank you.
Final Business Response /* (4000, 13, 2015/06/24) */
Ms. [redacted]
Revdex.com
Re: Plan XXXXXXXX
Dear Ms. [redacted],
Please advise Mr. [redacted] the Trade Call Fee refund was processed yesterday and will be mailed this week.
Sincerely,
[redacted]
Claims Manager
Old Republic Home Protection

Initial Business Response /* (1000, 5, 2015/08/18) */
Ms. [redacted]
Revdex.com
Re: Plan XXXXXXXX
Dear Ms. [redacted],
Regarding the service request for the air conditioner; I have reviewed the file that indicates that the new Goodman condenser installed June 30th 2015 by an Independent Network...

Service Provider, was diagnosed on August 5th 2015 as having a defective compressor. Since the equipment is under a manufacturer warranty, the Plan Holder is required to contact the manufacturer for coverage.
Please refer to page 8 of the Plan under General Limitations that states:
"This Plan does not cover:
F. Systems, appliances or components covered by an existing manufacturer/
distributor/ or other warranty."
Please extend our sincere apologies to Ms. [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 Ms. [redacted] has any questions or a further need of service during her Plan term, please advise her to contact us at XXX-XXX-XXXX for assistance.
Sincerely,
[redacted]
Claims Manager
Old Republic Home Protection

They thought the Freon was low so more was added. When the technician returned they had to drain the Freon. I also never got a receipt for the work done for the return trip that they want the $100 dollars for.

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 [redacted] letter....


 
ORHP, like other home warranty companies, uses Independent Network Service Providers and part suppliers to service our Plan Holders. Although efforts are made to dispatch qualified Service Providers, and to utilize part suppliers 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 [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, [redacted], has been assigned to review the service request and assist [redacted] with the resolution of her service request. If [redacted] has any questions, please advise her to contact [redacted] at [redacted].
 
As a result of the circumstances that occurred, and strictly as a matter of goodwill, ORHP has agreed to waive the Trade Call Fee.
 
ORHP values [redacted] being our customer the past four years, and we appreciate her 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