Old Republic Home Protection Company, Inc.

Initial Business Response /* (1000, 5, 2015/06/10) */
Ms. [redacted]
Revdex.com
Re: Plan XXXXXXXX
Dear Ms. [redacted],
Regarding the request from Ms. [redacted] for reimbursement for the repair of her air conditioner by an Out-Of-Network Contractor; I have reviewed the file that indicates Ms....

[redacted] did not place a request for service with Old Republic Home Protection (ORHP).
Please refer to page 7 of the Plan that states:
"For Service: Place service requests online at www.orhp.com
or call us at X-XXX-XXX-XXXX
We accept service requests 24 hours a day, 365 days a year.
We require you to contact us so we [redacted] have the opportunity to select a Service Provider.
We will not reimburse you for services performed without our prior authorization.
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] still wishes to cancel her Plan, please advise her to mail a written request to ORHP, or fax the request to XXX-XXX-XXXX, and the Plan will be cancelled in accordance with the terms and conditions of the Plan.
Sincerely,
[redacted]
Claims Manager
Old Republic home Protection
Initial Consumer Rebuttal /* (3000, 7, 2015/06/24) */
(The consumer indicated he/she DID NOT accept the response from the business.)
The warranty for the air conditioner stipulates that they (Waller heating and air) be notified prior to any work preformed on the unit. There is a sticker on the actual unit stating such as a mater of fact, else they null and void their warranty. The cost of a new air compressor is approximately $2800, and since the unit was in fact still under warranty, we were only asked to pay $550 for the actual service visit. I don't know how Old Republic Home warranty can claim the provider was an out of network contracter when in fact they are the ones that installed the unit in the first place. As to Old Republics own warranty and their claim that we did not follow protocol when attempting to contact them, why would they dump a clause in the middle of their booklet and not on page 1 of their contract, if they did not indeed intent to dishonor it in the first place. It seems to us this is just their way of attempting to get out of paying for a repair that is clearly covered under warranty. We aren't asking them to pay the $2800 for a new air compressor as would have been the case if their protocol would have been followed to a T, we are only asking for the cost of the out of pocket money we paid minus their trades fee. We are also under the impression that they were intending to pay this, as their phone conversations with us have dictated, but as of yet have still not received compensation. If we we're to recieve adequate payment, we would be more than happy to drop out complaint.
Final Business Response /* (4000, 9, 2015/06/25) */
Dear Ms. [redacted],
According to the file, my associate, Mr. [redacted] has processed reimbursement to Ms. [redacted] for $550 less the Trade Call Fee, and a check will be mailed within the next ten business days. If she has any questions, please advise her to contact Mr. Chafee at XXX-XXX-XXXX ext. [redacted]
Sincerely,
[redacted]
Claims Manager
Old Republic Home Protection
Final Consumer Response /* (2000, 16, 2015/07/14) */
Today we received our reimbursement payment from Old Republic and we would like to resend our complaint. We would like to thank Old Republic for reconsidering the bill and their understanding in this situation and would like the record to reflect as such.

Initial Business Response /* (1000, 5, 2015/09/16) */
Ms. [redacted]
Revdex.com
Re: Plan XXXXXXXX
Dear Ms. [redacted],
Regarding the denial of coverage for the trash compactor, and payment of the Trade Call Fee (TCF); I have reviewed the file that indicates the technician from Mr. Appliance...

diagnosed there were missing parts inside the trash compactor, and that is why it was not operating.
Please refer to page 8 of the Plan that states:
"General Limitations. This Plan does not cover:
D. Missing components."
With regard to the TCF; the TCF is due whether the service is covered or denied.
Please refer to page 7 of the Plan that states:
"The TCF is due whether service is covered or denied. Essentially,
when we incur a cost of service, you are responsible for a TCF."
Please extend our apologies that the terms and conditions of the Plan did 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, please advise her to contact us at XXX-XXX-XXXX for assistance.
Sincerely,
[redacted]
Plan Compliance Manager
Old Republic Home Protection

Old Republic is the complete opposite of customer service. When we purchased our most recent home in GA, the seller's purchased the Home Warranty from Old Republic. I would highly recommend using another provider whenever possible. We submitted a request for service in mid October. They had a company come out the following week who stated they needed to have 2 appliance doors replaced. They submitted back to Old Republic and told us the parts would be on order. We then followed up with Old Republic because no one ever called us, for them to tell us that they were trying to get in touch with the company they sent the work order to to follow up. That was in early November. We followed up with that company for them to tell us they could not get the parts and that it was back with Old Republic. Old Republic then told us they were investigating it further and that one portion of one of the doors was not covered but the other items would be on order. Now we are in late November and still no information from them. We call now in early December only to have them now tell us that a supposed message was left in early November denying the claim. A message we never received and had talked with them after they claim to have left it getting different information. I was requested to speak to a service manager to discuss the lack of correspondence and overall lackluster attitude of all with whom we have spoken and yet to talk with anyone. Stay away from them if you want to have any positive experience with a Home Warranty company.

Initial Business Response /* (1000, 5, 2015/03/05) */
Ms. [redacted]
Revdex.com
Re: Plan XXXXXXXX
Dear Ms. [redacted],
Regarding the denial of coverage for the leaking drain valve on the water heater, and Ms. [redacted]'s request for a refund of the Trade Call Fee; I have reviewed the file and...

spoke with [redacted] at K & S Plumbing. According to [redacted], the threaded portion of the plastic drain valve was cracked and broken as the result of something other than normal wear and use. [redacted] provided me a photo of the drain valve which shows that the threaded area is broken, and pieces of the plastic threaded area of the drain valve are missing. Since the drain valve is made of plastic, corrosion as the result of normal wear and use, would not have contributed to the damage.
With regard to Ms. [redacted]'s request for a refund of the Trade Call Fee; although the Plan requires payment of the Trade Call Fee whether service is covered or denied, Old Republic Home Protection (ORHP) has agreed to honor Ms. [redacted]'s request, and the Trade Call Fee will be refunded within the next ten business days.
Please extend our apologies to Ms. [redacted] that the terms and conditions of the Plan did 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 limitation's which are standard in the home warranty industry.
ORHP values Ms. [redacted] as a customer, and we hope she realizes the value of the Plan and the many benefits it provides.
If Ms. [redacted] has any questions, please advise her to contact us at XXX-XXX-XXXX for assistance.
Sincerely,
[redacted]
Claims Manager
Old Republic Home Protection
Initial Consumer Rebuttal /* (2000, 7, 2015/03/06) */
(The consumer indicated he/she ACCEPTED the response from the business.)
I will accept the refund however I disagree with what the reason it's not covered. I can't argue their chosen contractors nor their decision. I will agree to disagree.

Initial Business Response /* (1000, 5, 2015/05/07) */
This is not our company. This complaint is filed against Old Republic HOME WARRANTY not Old Republic TITLE.
Initial Consumer Rebuttal /* (2000, 21, 2015/05/26) */
(The consumer indicated he/she ACCEPTED the response from the...

business.)
I spoke with [redacted] today and I am sending a copy of our bank statement to show proof of payment. Thank you.
Final Business Response /* (4000, 34, 2015/06/24) */
Dear Ms. [redacted],
According to the file, my associate, Ms. [redacted] spoke with [redacted] at Mr. Rooter, and she is supposed to provide us a copy of the invoice. As of today we have not received the itemized invoice for work order XXXXXXXX. Once received, we will review it for reimbursement for covered repairs.
If Ms. [redacted] has any questions, please advise her to contact Ms. [redacted] at XXX-XXX-XXXX ext. [redacted]
Sincerely,
[redacted]
Claims Manager
Old Republic Home Protection
Final Consumer Response /* (4200, 36, 2015/07/01) */
(The consumer indicated he/she DID NOT accept the response from the business.)
I would like to keep the complaint open until it is completely resolved. Mr. [redacted] left a message asking me to contact [redacted] regarding the updated invoice. I did not follow up because I don't know exactly what is needed by old republic to complete this action, and I have wasted to much time over one refund. GET IT FINISHED Old Republic!

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]

Initial Business Response /* (1000, 5, 2014/08/25) */
Ms. [redacted]
Revdex.com
Re: Plan XXXXXXXX
Dear Ms. [redacted],
Regarding the denial of coverage for the pool pump, and payment of the Trade Call Fee; I have reviewed the file and according to the [redacted], the technician from Green 2...

Crystal Clear Pool, there was an epoxy material on the pump that indicates someone had attempted to repair a leak however the pump is still leaking water. According to [redacted] the use of epoxy to repair a leak on a pool pump is not a proper repair, and the pool pump should have been replaced. From our understanding, the Plan Holder was not aware of the repair, so we can only assume it occurred prior to the effective date of coverage, [redacted]
Please refer to page 8 of the Plan under Limitations of Liability 1.E. that states:
"This Plan does not cover:

E. Improper repair/installation/modification of the covered item."
With regard to the Trade Call Fee; the Trade Call Fee is due whether service is covered or denied.
Please refer to page 7 of the Plan titled When You Need Us that states:
"You are responsible to pay a Trade (Service) Call Fee (TCF) when the Service Provider
arrives at your home. The TCF (or the actual cost of service, whichever is less) is due for each dispatched service request by trade (plumbing, electrical, appliance, heating/air conditioning, etc.). Service work is guaranteed for 30 days. The TCF is due whether service is covered or denied. essentially, when we incur a cost of service, you are responsible for a TCF."
Please extend our apologies to Mr. [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 Mr. [redacted] has any additional information he believes should be considered, please inform him to forward to me for review.
Sincerely,
[redacted]
Claims Manager
Old Republic Home Protection

Initial Business Response /* (1000, 5, 2014/02/21) */
Ms. [redacted]
Revdex.com
Plan # XXXXXXXX
Dear Ms. [redacted],
Regarding the service request for the water heater; I have spoken to Ms. [redacted], and she advised me that she has hired an independent contractor to diagnose the water...

heater. I asked Ms. [redacted] to please contact me with the diagnosis and estimate prior to initiating the repair, so I could have the opportunity to review for Plan coverage.
Please inform Ms. [redacted] she can reach me at XXX-XXX-XXXX ext 1224 if she requires further assistance.
Sincerely,
[redacted]
Claims Manager
Old Republic Home Protection
Final Consumer Response /* (2000, 7, 2014/02/24) */
(The consumer indicated he/she ACCEPTED the response from the business.)

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

Initial Business Response /* (1000, 5, 2014/07/03) */
Ms. [redacted]
Revdex.com
Re: Plan XXXXXXXX
Dear Ms. [redacted],
Regarding the denial of coverage for the air conditioner; I have reviewed the file that indicates when Solution Heating and Air arrived at the home, the blower housing was...

removed, and the wiring to the thermostat was disconnected.
The technician informed us in order to diagnose the equipment, the blower and wiring must be connected and installed. We advised the Plan Holder once the equipment is reinstalled, to contact us and we will dispatch Solution Heating and Air to complete the diagnosis.
Please refer to page 7 of the Plan titled When You Need us that states:
"We will provide service for covered systems or appliances which malfunction, and are reported,
during the term of the Plan that:
A) Are installed for diagnosis and located within the interior of the main foundation of
the home and garage (inside the load-bearing walls of the structure)."
If Mr. and Mrs. [redacted] have any questions, please inform them to contact us at XXX-XXX-XXXX for assistance.
Sincerely,
[redacted]
Claims Manager
Old Republic Home Protection
Initial Consumer Rebuttal /* (3000, 7, 2014/07/04) */
(The consumer indicated he/she DID NOT accept the response from the business.)
This was not the reply we received from Old Republic. They stated they were disallowing the claim because the technician couldn't diagnose the A/C problem without it being put together.
The faulty A/C fan and motor was discovered in a routine maintenance call on Tuesday, June 24; the thermometer was disconnected because of the danger of fire. The maintenance company was not called out because of a problem, it was simply discovered. I asked him to stop, not proceed, because I wanted the warranty company to take care of the problem in case there were further problems with the A/C - we had just moved in on June 13.
On June 26, the Solution tech stated to me he saw the problem, understood what was wrong, said he saw how the wheel had scored the housing when it came loose, and that he would have to order a specialty motor because the generic motor he had on his truck wouldn't work. When I told him we were suffering from the heat, he assured me they worked on Saturdays and that it would be taken care of. He asked for a copy of the maintenance tech's report, which I gave to him. Subsequently, Solutions claimed not to have received the tech's report until Monday, June 30.
On Monday, June 30, we received a voice mail from Old Republic stating that the Solution tech could not diagnose the problem until the unit was put back together. The warranty tech had told us he left the motor, wheel, and thermostat apart as a professional courtesy for the warranty folks.
At this point we were without air conditioning in [redacted] for a week. Because the Solutions tech totally understood the problem with our unit when he was there, because we didn't have another company out to diagnose a problem but was there for a simple annual maintenance check, we believe Old Republic is simply looking for an excuse not to cover the claim. Further, we believe that these two companies have colluded to find a loophole in the contract.
We have proceeded to take care of the motor and wheel replacement on our own, as the heat in our home is unbearable.
Final Business Response /* (4000, 9, 2014/07/08) */
Ms. [redacted],
Please inform Mr. and Mrs. [redacted] we apologize for the circumstances that occurred. According to the file, the Independent Network Service Provider, Solution Heating and Air, informed us that the blower and wiring must be reconnected so he can determine if there are any other malfunctions with the system.
If Mr. and Mrs. [redacted] have their contractor reconnect the equipment, ORHP will dispatch our Service Provider to complete his diagnosis and we will pay for covered repairs.
Sincerely,
[redacted]
Claims Manager
Old Republic Home Protection
Final Consumer Response /* (4200, 11, 2014/07/11) */
(The consumer indicated he/she DID NOT accept the response from the business.)
We have explained the circumstances surrounding this issue. All we can surmise is that the Solutions tech is not smart enough to know how to put the malfunctioning motor and fly wheel back on the A/C unit. He seemed to understand it fully the day he came(Thursday, June 26) and collected $60. He told me he needed to order a specialty motor because the generic motor he had on his truck wouldn't work. He said he saw where the fly wheel had come loose and scored the housing. Suddenly on Monday, June 30, he could no longer diagnose what was wrong. We couldn't put up with the delaying tactics of Old Republic or Solutions, two companies we suspect colluding to avoid taking care of this expensive repair. We're in our 70's, and the heat in the house was in the mid-80's and untenable. We have had it repaired on our own, and will never consider this issue resolved unless we receive some financial repayment. Most likely, this will just be added to Old Republic's growing list of unresolved claims against them. We have notified our realtor that he should consider using a different home warranty program.

Initial Business Response /* (1000, 5, 2014/09/25) */
Ms. [redacted]
Revdex.com
Re: Plan # XXXXXXXX
Dear Ms. [redacted],
Regarding the service request for the toilet; 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 Provider and individuals involved, ensuring they understand the result of their actions and comments.
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.
With regard to Ms. [redacted]'s Plan Renewal; on behalf of ORHP and its employees, please extend our sincere thanks to Ms. [redacted] for being an Old Republic Plan Holder. It was a pleasure serving her the past five years. Upon review of Ms. [redacted]'s file, we concluded that her Plan is ineligible for renewal. We apologize for any inconvenience this [redacted] cause.
Please refer to RENEWAL/TRANSFER/CANCELLATION that states:
"RENEWAL/TRANSFER: This Plan is transferable. This Plan may be renewed at our discretion only. In that event, you will be notified of the prevailing rate and terms of renewal. Premium rates may increase upon renewal..."
In the event Ms. [redacted] wants 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 homeservicecontract.org 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.
Once at the site, click on NHSCA Members; then select the appropriate state, and a list of NHSCA Member companies that conduct business in that state will appear. Please do not call the NHSCA, as they do not recommend specific providers.

Again, we apologize for any inconvenience.
Respectfully,
[redacted]
Claims Manager
Old Republic Home Protection

Initial Business Response /* (1000, 5, 2014/09/15) */
Ms. [redacted]
Revdex.com
Re: Plan # XXXXXXXX
Dear Ms. [redacted],
Regarding the service request for the air conditioner, and the Plan Holder's belief that R-22 equipment will be banned in a couple years; I have reviewed the file and...

the following is a brief summary of her service request.
06/03/14 Service request: air conditioner is blowing warm air
Dispatched: Airtech Mechanical
06/11/14 Status: the technician diagnosed the R-22 evaporative coil for the upstairs air conditioner was leaking and had to be replaced; there were no other failures diagnosed with the air conditioner condenser. Old Republic Home Protection authorized the replacement of the evaporative coil, and after the evaporative coil was installed, the air conditioner was operating as designed.
06/18/14 Service request: the air conditioner is not cooling properly
Dispatched: J & S Mechanical
06/24/14 Status: the technician diagnosed a leak at the service valve for the upstairs air conditioner condenser. The technician repaired the leak, and installed 2 pounds of refrigerant and leak seal. Once the repair was completed, the air conditioner was cooling as designed.
08/25/14 Service request: the upstairs air conditioner is not cooling properly
Dispatched: J & S Mechanical
08/28/14 Status: the technician diagnosed the R-22 condenser was leaking and had to be replaced. Old Republic Home Protection authorized the installation of an R-22 condenser, and the system is operating as designed.
Please inform Ms. [redacted] that R-22 air conditioner equipment is currently available for use to repair residential air conditioners, and R-22 refrigerant will be available until at least 2030 according to the Environmental Protection Agency. In addition, I have been informed by several of the major manufacturers of air conditioner equipment that repair parts for R-22 equipment are also available.
If Ms. [redacted] has any questions, please inform her to contact us at XXX-XXX-XXXX for assistance.
Sincerely,
[redacted]
Claims Manager
Old Republic Home Protection

Initial Business Response /* (1000, 5, 2014/09/03) */
Ms. [redacted]
Revdex.com
Re: Plan # XXXXXXXX
Dear Ms. [redacted],
Regarding the service request the pipe leak and toilet; 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 Provider and individuals involved, ensuring they understand the result of their actions and comments.
With regard to the repairs completed by her Independent Out-Of-Network Contractor, please inform Ms. [redacted] to provide me a copy of the invoice for my review. In addition, per Ms. [redacted]'s request, ORHP has agreed, as a gesture of goodwill, to waive the $60 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]
Claims Manager
Old Republic Home Protection
Initial Consumer Rebuttal /* (2000, 7, 2014/09/07) */
(The consumer indicated he/she ACCEPTED the response from the business.)
Please provide a fax number for sending the invoice.

This home warranty company is terrible. They claim a 24-48 hour turnaround time, but acknowledge (by [redacted] in authorization department) that their vendors can take 3-5 days to deal with the problem.
I had 2 horrible experiences with them specifically. 1) I had a plumbing leak, actively liking from my upstairs bathroom to my downstairs bathroom. I called in the morning I found it, was referred to a plumbing company. I was told from the plumbing company the earliest they could get to me was 4 days away, I clarified that it was an active leak. They stated they understoodthat, but 4 days was the earliest. I called old republic back. They grudgingly gave me another number...I had to call 3 different vendors before I got it taken care of.
2) in the middle of summer, I had my ac break in the middle of a friday night. I asked when their company could come out, they told me their company wouldnt even call me till monday afternoon and it could be 3-5 days. I had already scheduled an ac company out to service and tune up my unit, so when I called old republic to tell them this, they agreed and stated they would reimburse based on their charges. As it was 105° outside and 95° inside, I had my company fix it.
After following old republics rules and instructions, I recieved a $8 check along with a letter stating thet they require me to contact them to recieve service (which I did), and that they would not reimburse without prior authorizationprior authorization (which I had). Then my agent called ans said he was glad to have recieved a letter from old republic stating that they covered a $800 repair on my ac unit. The next day I received a letter stating that they would not renew my policy.
When I called in, nobody could help me. Finally talked to [redacted] in Authorization department who told me that my "dual run capacitor" only cost $80 and that I was lucky to get $8 dollars. But this didn't add up, since my service charge was $75 and $8 puts it over the $80 charge. [redacted] then said yeah well, you're lucky.
Then I asked about the denial letter and he said Oh well I guess you have to shop around for another company.
This warranty company is terrible. I'll never use them again, nor will I recommend them.

Complaint: [redacted]I am rejecting this response because: It is apparent that Mr. [redacted] and I both remain resolute in our differing opinions on the action(s) taken by Old Republic Home Warranty regarding my claim. I will not respond to any future emails relating to this matter. I have also come to the conclusion that home warranty policies written by Old Republic are probably not worth the paper on which they are written. Thank you Revdex.com for your efforts in this matter.Sincerely,[redacted]

Initial Business Response /* (1000, 5, 2015/01/12) */
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 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 Provider and individuals involved, ensuring they understand the result of their actions and comments.
I have review the file, and based on the circumstances outlined in Mr. [redacted]'s letter, 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]
Claims Manager
Old Republic Home Protection

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, 6, 2015/07/17) */
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 and part suppliers, to service our Plan Holders. Although efforts are made to dispatch qualified Service Providers, and 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 Ms. [redacted] provided, I have taken personal responsibility to address the issues outlined with the Service Providers and part suppliers 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 refund the $100 Trade Call Fee to Ms. [redacted], and a check will be mailed to her within the next ten business days.
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, 8, 2015/07/20) */
(The consumer indicated he/she DID NOT accept the response from the business.)
We have called Old Republic over 15 times in the past 20 days and each time we have been given a different excuse as to why we are still waiting on service, each time we are told it should be "a few more days" We have been given the run around by your company for the past 20 days. Even to this day July, 20th 2015 we are still without Air conditioning in our home and are subject to 90+ degree heat inside our home on a daily basis. We have called Old Republic and have been met with excuse after poor excuse. Furthermore, to try to refund us a service fee of $100 is a slap in the face Due to the lack of professionalism and complete and utter disdain for our circumstance as your paying customer. After calling today July 20th 2015 we have been told yet another excuse as to why the compressor that was supposed to be ordered on the 1st of July is still not in for pickup and told that it would be yet another day before it "should be in". This is the 4th time we have been given a specific date for the part to arrive. At this point We feel that a refund of the $100 Service fee is only the beginning of a remedy for lack of professionalism in this situation. We have had to purchase two $300 Portable AC units to try to combat the 90+ degree temperatures in our home. A complete refund for those would be the suitable outcome to this issue, Being that we will most likely see our power bill skyrocket in the next cycle due to these units running constantly.
Final Business Response /* (4000, 10, 2015/07/21) */
Ms. [redacted],
Please extend my apology for the delay replacing the air conditioner. According to the file, my associate, Mr. [redacted], has spoken with Ms. [redacted] and agreed to reimburse her $300 for the purchase of portable air conditioner units.
If Ms. [redacted] has any additional questions, please advise her to contact Mr. [redacted] at
XXX-XXX-XXXX ext. [redacted] for assistance.
Sincerely,
[redacted]
Claims Manager
Old Republic Home Protection

Initial Business Response /* (1000, 5, 2014/09/26) */
Ms. [redacted]
Revdex.com
Re: Plan XXXXXXXX
Dear Ms. [redacted],
I have reviewed the file and confirmed with the Independent Network Service Provider that the part necessary to repair the shower was received from the supplier, and the...

repair of the shower, and the other water leaks, was completed yesterday.
Please extend our sincere apology to Mr. [redacted] for the circumstances, and delay, completing the repairs.
If Mr. [redacted] has any questions, please inform him to contact us at XXX-XXX-XXXX for assistance.
Sincerely,
[redacted]
Claims Manager
Old Republic Home Protection
Initial Consumer Rebuttal /* (2000, 7, 2014/09/29) */
(The consumer indicated he/she ACCEPTED the response from the business.)

We upgraded with the Ultimate Coverage with Old Republic. The technician came out, we paid the $100, and he told us the faucet would need to be replaced. We have an industrial faucet ($200+). The company told us they would give us $40 toward a brand new faucet. Are you kidding me? They continued to say that the policy would only supply a builder grade faucet for $40. I don't know any faucet I could buy for $40. They don't care. If you are considering Old Republic, don't!!! It's a rip off. I am already out $100 + an additional cost for the current faucet. No benefit here.