Franks Television

Initial Business Response /* (1000, 5, 2015/10/06) */
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]' 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, Mr. [redacted], Call Center Supervisor, has been assigned to follow up to ensure the service request is resolved in a timely manner. 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
Initial Consumer Rebuttal /* (3000, 7, 2015/10/07) */
(The consumer indicated he/she DID NOT accept the response from the business.)
I do not accept at this point in time because my complaint has not been resolved. As stated in my original letter, I am needing to be reimbursed for the condenser unit and labor involved in replacing it. I emailed ORHP a copy of the invoice on October 5, and they have yet to tell me whether or not I will be reimbursed.
Final Business Response /* (4000, 20, 2015/10/29) */
Dear Ms. Thomas,
Please advise Ms. [redacted] we have been trying to contact her contractor, Residential Services, to clarify his diagnosis, and he has not returned our call. Please advise Ms. [redacted] to inform her contractor to contact Mr. [redacted] at XXX-XXXX-XXXX Ext. [redacted]. Our intention is to resolve this situation quickly once we have had the opportunity to discuss this with Residential Services.
Sincerely,
[redacted]
Plan Compliance Manager
Old Republic Home Protection
Final Consumer Response /* (4200, 22, 2015/11/02) */
(The consumer indicated he/she DID NOT accept the response from the business.)
My contractor said he tried to call mr [redacted] and has not received a return call even though he left a message. I just left a message with me [redacted] leaving him my contractors direct cell phone number

Complaint: [redacted]I am rejecting this response because:
I still have a lot of confusion surrounding this situation and am not 100% satisfied. For starters, I was shocked to see that the fee I paid in March was actually for service in December. As I outlined in my initial complaint, for the heater house call in December, I paid the individual right then and there, using my credit card. When I got the first letter stating that I hadn't paid, I searched my credit card statements and indeed, there was no charge. THIS IS NOT MY FAULT. I made every intent to pay my bill. As soon as I realized that the bill hadn't actually been paid, I went online and paid through the portal. The fact that the charge didn't go through until March 8 is shocking to me. As I stated in my original complaint, the first charge didn't go through, and it looks like the second one didn't either-at least not right away. 
Upon looking at my Google calendar, I see two dishwasher house calls-one on March 13, and the second (when the work was actually done to fix my dishwasher) on March 31-see screenshot attached. You can see how I assumed that the March 8 payment was for the first March house call-I didn't remember the exact date of the housecall (indeed, there is less than a week's time between March 8 and March 13), and would never dream that the payment for a December house call that I would have made in January or February (depending on when they sent the letter) would have taken until March 8 to clear. Like most people, I do not monitor my credit card accounts on a daily basis, so when I'm told I didn't pay a service fee in March and then I search my credit card statement and find a paid service fee in March, I assume what most logical individuals would-that I did indeed pay my March service fee.
Immediately after the house call on March 13 I initiated payment-via the portal-as it didn't work directly paying the person the previous time so I wasn't going to take any chances. Again, it looks like the system wasn't functioning appropriately as it looks like the payment never went through-AGAIN (after checking all credit card transactions, indeed there is only one to Old Republic). I am highly unimpressed because it looks like my honest attempts to pay are thwarted by a system that is not functioning appropriately.
Here is what I see:
-An attempted payment in December didn't clear. I was alerted via a mailed letter, and paid the bill immediately. This payment didn't clear until March 8.
-An attempted payment on March 13, immediately after the first of two house calls, didn't clear-AGAIN. Not knowing this, or that the December charge didn't clear payment until March, the charge on my credit card in MARCH was assumed to be paying the MARCH house call.
-I did not receive prior clarification that the fee I paid in MARCH, which I thought was for service in MARCH, was actually for service in December. Had I received this specific response to my first attempt to prove payment, I never would have escalated the issue this far. Yes, I still would have been unhappy, but at least some of the confusion would have been cleared.
-Due to circumstances out of my hands, I do indeed still owe Old Republic $65 and I am fine with paying that fee as that is just. However, I do not wish to pay the full $90 they are asking for to cover the credit hounds' fee because, as explained above, as far as I was concerned, I did my due diligence and paid my bills. It's not my fault I was up against a system that wasn't working correctly.
Therefore, I am asking that the amount due on my account be changed to $65, which I will happily pay.Sincerely,[redacted]

I closed on my home 8/31/2016 and have yet to receive a packet with my plan number and full coverage. Currently they look my account up with my property address when I call in. Payment for the plan was made by the Title Company at close. The only documentation I recall seeing up until now is the...

brochure.

Initial Business Response /* (1000, 5, 2015/10/30) */
Ms. [redacted]
Revdex.com
Plan XXXXXXXX
Dear Ms. [redacted],
Regarding the request from Mr. [redacted] to replace his dishwasher motor/pump; I have reviewed the file that indicates the technician from S & S Appliance repaired the motor/pump and...

the dishwasher is operating as designed.
Please refer to page 7 of the Plan that states:
"We have the sole right to determine whether a covered system, appliance or component will
be repaired or replaced."
Please extend our apology that the terms and conditions of the Plan did not provide coverage for the replacement of the dishwasher motor/pump at this time. 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.
All repairs are guaranteed for 30 days after the service is completed for no additional Trade Call Fee. If Mr. [redacted] has a need for service to his dishwasher, please advise him to contact us at XXX-XXX-XXXX for assistance.
Sincerely,
[redacted]
Plan Compliance Manager
Old Republic Home Protection
Initial Consumer Rebuttal /* (3000, 7, 2015/11/03) */
(The consumer indicated he/she DID NOT accept the response from the business.)
There was no repair to my Dishwasher, the S&S tech. did a shade tree fix and got it working after he found the motor/pump locked up. I do not except Mr. [redacted] explanation for a temporary fix. I was in the military for 35 years, most of that time I worked aircraft maintenance, when a part starts to fail it's just a matter of time before it completely fails. Enjoy my $60 gift.
Final Business Response /* (4000, 9, 2015/11/04) */
Dear Ms. [redacted],
If Mr. [redacted]'s dishwasher malfunctions during the term of his Plan, please advise Mr. [redacted] to contact me and I'll dispatch a network Service Provider and waive the Trade Call Fee.
Sincerely,
[redacted]
Plan Compliance Manager
Old Republic Home Protection
Final Consumer Response /* (2000, 11, 2015/11/05) */
(The consumer indicated he/she ACCEPTED the response from the business.)
I will accept Mr. [redacted]'s offer but it still was not right for S&S Appliance service not to replace the malfunctioning motor/pump

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....


 
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 my associate, Ms. [redacted], has been assigned to review the file and resolve the service request in a timely manner. If Ms. [redacted] has any questions, please advise her to contact Ms. [redacted] at ###-###-#### Ext. [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

[redacted],
 
Please extend our apologies to [redacted] for this situation. Once we have the diagnosis and recommendation from his Out-Of-Network Contractor (OONC), we will make a decision regarding a resolution of the service request.
 
My associate, [redacted], has been assigned to follow up on this work order, and she can be reached at [redacted] Ext [redacted] for assistance.
 
Please also advise [redacted] that Old Republic Home Protection will cover the cost of his OONC’s diagnosis, once we receive a copy of their invoice.
 
Sincerely,
[redacted]
Plan Compliance Manager

Dear Revdex.com,
Old Republic Home Protection takes seriously any complaints filed , and I would like the opportunity to research what Mr. [redacted] is referring to and  provide assistance. With over 70,000 service requests being processed during the summer months,we make every effort to resolve...

each in a timely manner. Please advise Mr. [redacted] if he wishes to provide me the opportunity to review the service request he has referenced, please provide me the property address and Plan number.
 
Thank you
[redacted]
Plan Compliance  Manager
Old Republic Home Protection

Dear [redacted],
Please advise [redacted] to refer to our response dated September 13, 2016, and [redacted] we will expedite a resolution once she receives the diagnosis and recommendation from an Out-Of-Network Contractor. 
Sincerely,
[redacted]
Plan Compliance Manager

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 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 [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], was assigned to review the service request and on July 7, 2017, he left the Plan Holder a message advising her that ORHP had dispatched a different network Service Provider to diagnose the air conditioner.
 
[redacted] will follow up to ensure the service request is resolved in a timely manner. If [redacted] has any questions, please advise her to contact [redacted] at [redacted] for assistance.  
 
ORHP appreciates [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:
This response still failed to address anything. I have received the companies word that they have handled the issue. Meanwhile, I was treated horribly, called a liar, lied to, and left without air conditioning for three days. During this time I offered proof that the original service provider was incorrect in his diagnosis and it was ignored. That cannot be changed and the company continues to fail to address the issues I brought up or even mention the resolution I offered.
This "response" is essentially the same thing the company said last time. Continuing to repeat the same thing over and over does not make it any more acceptable. Please address the complaint directly or accept that it will not be resolved. This will not be the first complaint your company has not resolved and given the treatment I received and your refusal to address it, I strongly doubt it will be the last.
 
Sincerely,[redacted]

Initial Business Response /* (1000, 5, 2015/11/09) */
Ms. [redacted]
Revdex.com
RE: Plan # XXXXXXXX
Dear Ms. [redacted],
Regarding the service request for the refrigerator; 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, Ms. [redacted], Call Center Supervisor, has been assigned to review the file and contact Ms. [redacted] to discuss a resolution for her service request. Please advise Ms. [redacted] is she has any questions, to contact Ms. [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

Initial Business Response /* (1000, 5, 2015/11/17) */
Ms. [redacted]
Revdex.com
RE: Plan # XXXXXXXX
Dear Ms.[redacted],
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 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.
Based on the information you provided, I have taken personal responsibility to address the issues outlined with the 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 Ms. [redacted]'s request to waive the Trade Call Fee.
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
Initial Consumer Rebuttal /* (2000, 7, 2015/11/18) */
(The consumer indicated he/she ACCEPTED the response from the business.)
Thank you, and I appreciate ORHP goodwill in taking care of my issues. You just don't know what it means to have this issues handle with such care.
Thanks Revdex.com for staying on the job for the consume.

Initial Business Response /* (1000, 5, 2015/08/03) */
Ms. [redacted],
Regarding service request placed by Mr. [redacted]; please ask him provide me the property address and Plan number for the property he referred to in his letter, and I will the review the file and respond.
Sincerely,
[redacted]...

[redacted]
Claims Manager
Old Republic Home Protection

Re: Plan [redacted]
 
 
Dear Revdex.com,
 
We understand that [redacted] is dissatisfied with our decision to not renew her Plan. 
 
In reviewing the coverage we’ve offered over the last year, we received $510 for the Plan fee, and paid out almost $2,500 in service cost, for a...

loss ratio in excess of 500%. For that reason, we have made the decision to not offer renewal. 
 
We apologize for any inconvenience this may cause [redacted].
 
In the event she wishes to maintain her home warranty coverage, she may wish to contact another Home Warranty Company to obtain coverage.  We recommend visiting the National Home Service Contract Association website at [redacted] for a list of reputable companies. We do not suggest companies that sell home warranties strictly over the Internet, as many are not properly licensed and/or regulated as required. 
 
Please be aware that she should renew with another company prior to her Old Republic Home Protection Plan expiration to reduce the potential of an increased rate or a lapse in coverage.
 
While our goal as an organization is to serve others with a "People Helping People" philosophy, we hope [redacted] can understand our position, and am sincerely sorry that we cannot offer a renewal for this home going forward.
 
Respectfully,
 
Sales Support Department
Old Republic Home Protection
[redacted]

RE:      Plan # [redacted]
 
Dear Revdex.com,
 
Regarding the service request for the kitchen faucet spray arm and payment of the Trade Call Fee; on behalf of Old Republic Home Protection (ORHP) and its employees, please extend our sincere apologies for the circumstances...

outlined in Mr. [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.
 
Based on the information you provided, I have taken personal responsibility to address the issues outlined with the 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 Mr. [redacted] request to waive the Trade Call Fee.
 
ORHP values Mr. [redacted] being our customer for the past five years, and we hope that he continues to realize the value of the Plan and the many benefits it provides. We also appreciate 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

Dear Revdex.com,
 
Regarding the service request for the dishwasher and the lights in the attic; I have reviewed the file that indicates on April 24, 2017, Mr. [redacted] spoke with my associate, Ms. [redacted], and informed her that he located the switch that operated the dishwasher, and he no longer...

required service for the dishwasher.
 
With regard to the lights in the attic; a service request was processed and dispatched to SR Laws Electric, and they will contact Mr. [redacted] to schedule an appointment. If Mr. [redacted] wishes to contact them, their phone number is [redacted].  Ms. [redacted] will follow up on the service request to ensure Mr. [redacted] receives timely service. If Mr. [redacted] has any questions, please advise him to contact Ms. [redacted] at [redacted] Ext [redacted] for assistance.
 
Sincerely,
 
 
[redacted]
Plan Compliance Manager
Old Republic Home Protection

Complaint: [redacted]I am rejecting this response because: I don't feel that ORHP has truly addressed my concern and issue. ORHP also repeatedly tried to reach the contractor to no avail and [redacted] still doubted my complaint. As I mentioned previously, there are numerous complaints about the contractor on Yelp, which supports my complaint. As a company, ORHP should refund the service/trade fee. They can review my history and see that I have paid each and every trade fee that was ever due without question. As a person in the customer service industry myself, I would never question my customer's complaint, especially after ORHP had the same issues themselves in communicating with their own contractor. 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 at this time.  After 42 days they called today and authorized replacement of a new complete unit (air conditioner/heater) as soon as the parts come in. According to [redacted] the parts will be in tomorrow and the system will be installed on Friday 7/14/17 by another agency that looked at it yesterday and said it definitely needed a complete new unit. The technician that was here yesterday told me the first technician that came out should had already known it was impossible to repair.  I appreciate that they are finally taking care of the matter since living in 90 degree plus temperatures 24/7 is not acceptable for this length of time and we should not have gotten to this point.  
Sincerely, 
[redacted]

[redacted]
Revdex.com
 
Plan [redacted]
 
Dear [redacted],
 
According to the file, my associate, [redacted], spoke with [redacted] mother September 22, 2016, and was advised that the Out-Of-Network Contractor will contact us with their diagnosis, and the cause of failure of the equipment. Once we receive their information, [redacted] will determine coverage and will contact the Plan Holder.
 
If [redacted] has any questions, please advise her to contact [redacted] at [redacted] Ext, [redacted] for assistance.
 
Sincerely,
 
[redacted]
Plan Compliance Manager

Complaint: [redacted]I am rejecting this response because:
While this is a seemly sincere apology, ORHP still have not supplied us with any actionable solutions to our problem. Today, I was not able to get in contact with either of the supervisors listed in this email; I left messages and did not receive any calls back. I was contacted by a dispatcher from ORHP who informed me that they are working on the next step to repair yet another part in our unit and that she has no information on how long we would have to wait for this next part or when I would hear from a supervisor. She also informed me that the second contractor on our case was at our home and replacing parts on Saturday, July 15th after we were told on July 14th by an ORHP employee, [redacted], via a recorded and saved voicemail, that the contractor doesn't "want to touch our unit...make the repairs". This contractor was at our home making repairs without any notification from ORHP or the contractor itself. 
I have attached a timeline on events in hopes to simply the navigation of our case.
Again, we would simply like to cash-out with ORHP, with an agreeable amount to replace our unit, so that we do not have to work with the warranty company or its independent contractors any further. 
Sincerely,[redacted]