Old Republic Home Protection Company, Inc.

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, 2014/06/09) */
Ms. [redacted]
Revdex.com
Re: Plan # XXXXXXXX
Dear Ms. [redacted],
Regarding the service request for the air conditioner; I have reviewed the file and Old Republic Home Protection has agreed to dispatch a different Independent Network...

Service Provider, AAC, to diagnose the air conditioner.
Please inform Ms. [redacted] if she does not hear from AAC in a timely manner, they can be reached at XXX-XXX-XXXX.
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 Business Response /* (1000, 5, 2014/02/12) */
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 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 Providers and individuals involved, ensuring they understand the result of their actions and comments.
According to the file, we dispatched a different company to diagnose the furnace, and Ms. [redacted] has confirmed with us they completed the repair, and the furnace is operating properly.
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 regard,
[redacted]
Claims Manager
Old Republic Home Protection

Initial Business Response /* (1000, 5, 2014/06/06) */
Ms. [redacted]
Revdex.com
Re: Plan # XXXXXXXX
Dear Ms. [redacted],
Regarding the service request for the kitchen refrigerator; on behalf of Old Republic Home Protection (ORHP) and its employees, please extend our sincere apologies for...

the circumstances outlined in Mrs. [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.
I have reviewed the file, and my associate, Mr. [redacted] has spoken with Mr. [redacted] and will follow up to resolve this service request. Please inform Mr. and Mrs. [redacted] if they have any questions, to please contact Mr. [redacted] at XXX-XXX-XXXX ext. [redacted] for assistance.

ORHP appreciates Mrs. [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 Business Response /* (1000, 5, 2015/07/02) */
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.
According to the file, my associate, Ms. [redacted], spoke with Mr. [redacted], and he advised her that an Out-Of-Network Contractor is providing him an estimate to complete the repair, and he will provide her a copy of the estimate for review. Ms. [redacted] will follow up on this service request to ensure it is resolved in a timely manner.
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, 2015/11/23) */
Ms. [redacted]
Revdex.com
RE: Plan # XXXXXXXX
Dear MS. [redacted],
Regarding the service request for the pool filter; 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.
I reviewed the file that indicates the Service Provider diagnosed that the filter cartridges had failed and required replacing. Please refer to page 5 of the Plan that states:
"NOT COVERED: ... filter cartridges ... "
My apologies that this was not communicated to Mr. [redacted] by a representative from ORHP after the diagnosis was completed by the Service Provider.
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 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, 2015/11/25) */
(The consumer indicated he/she ACCEPTED the response from the business.)

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

This company is terrible!!!

I called, and called and called only to be disrespected and they never resolved the leak in my master bath room shower. I would get different information each time I called, they could never give me a straight answer and I actually felt like they tried to "fast talk" me off the phone so they wouldn't have to pay for my leaking shower. I would never renew my warranty with this company. STAY AWAY FROM THEM!!!

Initial Business Response /* (1000, 5, 2015/03/16) */
Ms. [redacted]
Revdex.com
Re: Plan XXXXXXXX
Dear Ms. [redacted],
Regarding the denial of coverage for the oven, and payment of the Trade Call Fee (TCF); I have reviewed the file that indicates that the Plan Holder informed us that the...

control board for the oven was defective prior to the effective date of the Plan, and their attempted repair of the control board failed to correct the malfunction.
With regard to payment of the TCF; the TCF is due whether the service is covered or denied.
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."
"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 sincere apology to Mr. [redacted] 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 Mr. [redacted] has any questions, please advise him to contact us at XXX-XXX-XXXX for assistance.
Sincerely,
[redacted]
Claims Manager
Old Republic Home Protection
Initial Consumer Rebuttal /* (3000, 7, 2015/03/17) */
(The consumer indicated he/she DID NOT accept the response from the business.)
That is absolutely not true. The control board failed AFTER the effective date of the plan. We attempted to have it fixed at our expense knowing that dealing with the warranty company would make me want to shoot myself. When the initial repair did not completely resolve the issue, we filed a claim with the warranty company. They knew full well the failure came during plan coverage, and denied the claim due to our intial attempt to fix it. That's a completely ridiculous loophole, as it was to their benefit that I tried to resolve the issue without filing a claim. I'm an honest person, and I would not "nickel and dime" a warranty company, my feeling was that it was for bigger issues. My wife and I actually discussed prior to calling a repair company, we'll just pay this out of pocket, and if for some reason that doesnt' fix it, we'll file a claim with the warranty company.
Further, this company has TERRIBLE reviews online. Google them. Yelp, consumeraffairs.com, etc. Check out their Facebook page, which gets multiple complaints per day. They leave some of the, but who knows how many they delete. They deleted my complaint and blocked me from posting on their page. How honest is that? This company is a bunch of scammers. They ahve it rigged so they take your money and never pay out. THe Revdex.com should not allow this.
Final Business Response /* (4000, 9, 2015/03/18) */
Dear Ms. [redacted],
Regarding the service request for the oven; I reviewed the file and agree that we were made aware, after our Service Provider arrived at the home, that the Plan Holder had hired an Out-Of-Network Contractor (OONC) to repair the oven; either the repair was done improperly or was misdiagnosed by their OONC. Since it would be impossible to determine the original cause of failure after they had their own OONC attempt repair, coverage is denied. I suggest they address the failure of the oven with the company they hired; I believe most appliance companies will guarantee their repair for a minimum of 30 days.
In addition, the file indicates that the Plan was cancelled by Mr. [redacted]'s Realtor on March 10, 2015, and they have chosen a different home warranty provider for their home. Maybe they will agree to address the failure, even though one of their network Servcie Providers did not attempt the recent repair.
Sincerely,
[redacted]
Claims Manager
Old Republic Home Protection
Final Consumer Response /* (4200, 11, 2015/03/23) */
(The consumer indicated he/she DID NOT accept the response from the business.)
More lies and denials. If it failed during coverage, it doesn't matter what the original cause of failure was, it failed and it should be covered. Again, my attempt to repair by paying myself was only to their benefit as they [redacted] have avoided a claim altogether.
They are pros at scamming people, you can tell they have their process all worked out.
It's wrong.
And you're [redacted] right I cancelled that plan and moved to a different company. And I'm going to do everythign in my power to make sure the entire Real Estate agency changes providers. The only way they will change is if it becomes more costly to deny a valid claim than to pay it like they should.

They hire incompetent service people1 you are better off just getting it repaired on your own. I am also disturbed that Revdex.com gives it an A+ rating despite numerous complaints. The HVAC that they sent out had an A rating despite having 5 complaints issued in a years time. What does it take to lower your rating??

Initial Business Response /* (1000, 8, 2015/01/14) */
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 reviewed the file that indicates Mr. [redacted] obtained an estimate for the repair of his air conditioner from an Out-Of-Network Contractor, and ORHP has authorized the repair. My associate, Ms. [redacted], spoke with Mr. [redacted] on January 7, 2015, and informed him to provide us a copy of the invoice, and reimbursement will be sent to him within ten business days of receipt.
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, 10, 2015/01/15) */
(The consumer indicated he/she DID NOT accept the response from the business.)
As far as my reimbursement goes, Old Republic is going to deduct the service call fee from what they are sending me. I did the work for them. I called the contractor myself and had them come inspect the work. It doesnt matter. I understand this policy has been paid for one year. We will see how many more calls I will have to deal with myself when I paid for this service. I hope Old Republic values that 60 dollars they are keeping from me for for doing their job. I know the fee is for the techs call out and I also know Old Republic doesnt care about anything but money. It is a business but there is no sympathy for the customer.
Final Business Response /* (4000, 12, 2015/01/21) */
Dear Ms. [redacted],
Regarding the service request for the air conditioner; please extend our sincere apologies that we were unable to provide Mr. [redacted] a network Service Provider to service his air conditioner. I reviewed the file and confirmed that Old Republic Home Protection was able to assist Mr. [redacted], and reimburse him $1,790 for the covered repair. Considering his Plan Fee was $685, Mr. [redacted] greatly benefited by having a Home Protection Plan on his home, and he still has ten months remaining on his Plan coverage, should he require service in the future.
If you have any questions, please contact me at your convenience.
Sincerely,
[redacted]
Claims Manager
Old Republic Home Protection
Final Consumer Response /* (2000, 14, 2015/01/22) */
(The consumer indicated he/she ACCEPTED the response from the business.)
Im not going to get into a back and forth with this. This insurance company is horrible, has no resources and doesnt care about the customer. Mr. [redacted] just ignored the facts at hand and said whatever he wanted to. I will continute to post this complaint to other reporting agencies.

[redacted],
 
Regarding the request to cancel the Plan; since the Plan is on a monthly payment plan, please advise [redacted] if she has any questions with regard to her request to cancel the Plan, to contact our Accounting Department at [redacted] for assistance.
 
Sincerely,
 
[redacted]
Plan Compliance Manager

Initial Business Response /* (1000, 5, 2014/08/18) */
Ms. [redacted]
Revdex.com
Re: Plan XXXXXXXX
Dear Ms. [redacted],
Regarding the service request for a water leak; 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.
According to the file, J & S Mechanical Contractors diagnosed that the cause of the leak was the tub spout diverter in the guest bathroom.
Please refer to page 3 of the Plan under Plumbing Coverage that states:
"Not Covered: ... tub spout or tub spout diverter ... "
With regard to the secondary water damage; please refer to page 8 of the Plan titled Limitations of Liability 4.D. that states:
"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."
We apologize 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.
As for mailing the Plan to Mr. [redacted]; I reviewed the file that indicates a copy of the Declaration sheet and Plan was mailed to Mr. [redacted] on July 22nd, 2014 to his home address. I have also confirmed another copy of the Plan was requested on August 13th, 2014, and will be mailed to him within the next ten business days.
If Mr. [redacted] has any questions, please advise him to contact us at XXX-XXX-XXXX for assistance.
Best regards,
[redacted]
Claims Manager
Old Republic Home Protection
Initial Consumer Rebuttal /* (3000, 7, 2014/08/19) */
(The consumer indicated he/she DID NOT accept the response from the business.)
In a conversation that started at 4:17 PM ET on 8/18/14, Mr. [redacted] indicated that they would be refunding the trade cost as well as the full premium amount with the cancellation of the policy. This was verbally by phone after speaking with a verbally abusive and condescending Authorizations Supervisor by the name of Chris in response to my Revdex.com complaint which started at 12:24 PM ET on the same date.
[redacted] stated that the trade fee was Mr. [redacted]'s only initially concession, but upon talking to Mr. [redacted] he distanced himself from any personal responsibility as indicated herein. I can provide a recording of that conversation as I advised Mr. [redacted] that the call was being recorded.
During the four hours before asking [redacted] to speak with Mr. [redacted] and my call being returned, I had left messages for various management individuals at the company, including the COO and President. Upon mentioning this to Mr. [redacted] halfway through the call, he quickly stated that he was also calling back on their behalf, only after I had mentioned their names.
I want Mr. [redacted] to honor what was promised verbally, which I have recorded, and also acknowledge that the form letter response provided is not an accurate depiction of the events as they unfolded with his company. I was disrespected in the initial call back.
Further the issues stemmed from other verbal assurances in absence of a paper copy of the warranty, which I did receive the copy of that I had to request, yesterday. It is also interesting to note that Mr. [redacted] is able to determine dates when the original policy was mailed out when the agent I spoke with had no reference of that as well as record of when I requested it personally although their systems do not show who I spoke with.
Based on the denial of a conversation that happened, I believe Mr. [redacted] and his company must also honor the statements of their employees and repair the items, including secondary damage, as discussed as this coupled with my recording proves a pattern of promising customers one thing and turning around and denying that conversation every occurred.
Mr. [redacted]'s direction to contact them by phone intrigues me as the Authorization Supervisor referenced earlier also directed me that ORHP wanted any further communication to come through the Revdex.com as they were not going to discuss the matter any further. This is yet another instance where one thing is said, but another is carried out.
Final Consumer Response /* (4200, 11, 2014/08/22) */
(The consumer indicated he/she DID NOT accept the response from the business.)
Mr. [redacted] acknowledged the refunds, but failed to provide any background on the differences between his original statement and the admission that they are providing the stated refunds.
This problem is what led to the complaint, when caught in a lie or contradiction, unless there is a recording of the conversation or definite proof, ORHP denies any wrong doing.
I am requesting that they review all recordings for any of the conversations in question in addition to fully answering the points in the last rebuttal which are unanswered.
Further they are again stating I can contact them via phone without resolving the fact that one of their supervisors stated specifically that Mr. [redacted]'s instructions were to go through the Revdex.com with any further questions and that they would not answer them.
Final Business Response /* (4000, 15, 2014/09/03) */
Ms. [redacted],
Regarding Mr. [redacted] request for a review of telephone conversations; calls are randomly monitored for quality assurance purposes only, and are retained for approximately 60 days. There are no records of telephone calls with Mr. [redacted] being recorded.
With regard to the refund of the Trade call fee; I have confirmed the check was mailed to Mr. [redacted] on August 27th, 2014; check number XXXXXX.
As mentioned in previous responses; we sincerely apologize if there was a miscommunication of coverage, and that Mr. [redacted] was under the impression coverage would apply for his service request.
Sincerely,
[redacted]
Claims Manager
Old Republic Home Protection

I filed a repair request for my ice maker and the request is being served for last 3 months with no result. Upon contacting customer service, they are telling it is as expected and it may take 3-4 more months based on the problem. It is just frustrating to keep going back and forth for the same issue with no resolution and no support from customer service. When I said this service is unacceptable and I should move to another warranty company, they welcomed my thought and said it will be another process. It seems they are so arrogant and do not even need business. It seems they are just passing time with repeat attempts for repair to reach end of service time to demand more money or deny service.

Initial Business Response /* (1000, 5, 2014/10/23) */
Please refer to this letter that addresses this same issue. Thank you.
October 17, 2014
Mr. [redacted] Ct
[redacted] CA XXXXX
Re: CSB-XXXXXXX
Plan # XXXXXXXX
Dear Mr. [redacted],
We are in...

receipt of a letter from the California Department of Insurance to review the denial of coverage for your outdoor cooktop.
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). Systems or
appliances located on the exterior or outside of the home (including porch, patio,
etc.) are not covered ... "
We apologize 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 you have any questions, please contact us at XXX-XXX-XXXX for assistance.
Sincerely,
[redacted]
Claims Manager
Old Republic Home Protection
Phone: XXX-XXX-XXXX x 1224
[redacted]@orhp.com
Initial Consumer Rebuttal /* (3000, 7, 2014/10/24) */
(The consumer indicated he/she DID NOT accept the response from the business.)
we do not accept their response Because of misleading advertisement at their website. Theywe purchased it because of the advertisement. Now we have problem with our cooktop. nowhere on their website: www.orhp.com/index.cfm?go=requestService
indicated that our cooktop is not cover
therefore, we went ahead and paid another $60 to request service for our cooktop.
we would like to have their website to be indicating clearly so that other people will not be victimized by their website advertisement. Furthermore, we would like them to warranty our cook top or refund our $60.
Thank you
Final Business Response /* (4000, 9, 2014/10/29) */
Ms. [redacted],
Please inform [redacted] that as a gesture of goodwill, we have waived the $60 Trade Call Fee.
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
Final Consumer Response /* (4200, 11, 2014/10/31) */
(The consumer indicated he/she DID NOT accept the response from the business.)
we would like our cook top/kitchen appliance to be fixed as it is cover under warranty:
The homes major systems
and appliances' when they
fail due to normal wear and
use, including:
3 Heating and air
conditioning systems
3 Plumbing
3 Electrical systems
3 Kitchen appliances
3 Much more!
we were denied from service of the home protection insurance that we purchased from Old Republic home protection company
we have purchased the deluxe home protection insurance with Old Republic according to their advertisement on the website plan:www.orhp.com/index.cfm?go=homeowners.viewPlanPDF&file=CA_4%2E2_Brochure...⇄ /> plan number: XXXXXXXX
purchase date: September 2, 2014
we purchased it because of the advertisement. Now we have problem with our cooktop. nowhere on their website: www.orhp.com/index.cfm?go=requestService
indicated that our cooktop is not cover

Initial Business Response /* (1000, 6, 2015/01/15) */
Ms. [redacted]
Revdex.com
Re: Plan # XXXXXXXX
Dear Ms. [redacted],
Regarding the service request for the garage door opener; 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.
ORHP values Ms. [redacted] as a customer for the past four years, and we have agreed to honor Ms. [redacted]'s request to refund the Trade Call Fee. I have processed the check, and it will be mailed to Ms. [redacted] within the next ten business days.
If Ms. [redacted] has any questions, please inform her to contact me at XXX-XXX-XXXX.
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, 8, 2015/01/16) */
(The consumer indicated he/she ACCEPTED the response from the business.)
Thank you. I appreciate your attention to this matter and accept the resolution as outlined.

Initial Business Response /* (1000, 5, 2014/10/09) */
Re: Plan XXXXXXXX
Dear Ms. [redacted],
I have reviewed the file and my associate, Ms. [redacted] in the Accosting Department, has spoken with Mr. [redacted] to discuss a resolution.
If Mr. [redacted] has any questions, please inform him to...

contact Ms. [redacted] at XXX-XXX-XXXX ext. [redacted] for assistance.
Sincerely,
[redacted]
Claims Manager
Old Republic Home Protection

Complaint: [redacted]I am rejecting this response because: Once again Old Republic Home Protection company is wasting my time. It is their  responsibility, according to their  contract to send a qualified repairman to repair my appliance. This is their business, if they cannot find a qualified repairman, what makes them think I can.   I advise the Old Republic Home Protection company to read their own policy. This is my last response on this matter. If the Old Republic Home Protection company wants to waste more time I will see them in court.  Sincerely,[redacted]

Initial Business Response /* (1000, 5, 2014/05/09) */
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 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 Providers 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]
Claims Manager
Old Republic Home Protection
Initial Consumer Rebuttal /* (3000, 7, 2014/05/12) */
(The consumer indicated he/she DID NOT accept the response from the business.)
Sadly, the response to my complaint is exactly like the information I received the past two weeks, vague and with no clear answers. After exactly 12 days of no imformation including no parts ordered for my fridge, which I was told would take another 7-10 days. We chose the buy out options so that we would have a working appliance within 3 days (because the parts were available online to ship overnight) instead of 10 days. I had to pay $680 out of pocket to have it fixed and I am hoping we will actually receive the actual buy out amount we were promised. My frustration is that nothing was done after two weeks and in order to get my appliance fixed, I had to order my own parts and set up my own labor. What is the point of having the warranty company if I had to do all the work myself. So, is it resolved, yes, because I did all the work to get it resolved, not because the company did anything. Hopefully we will receive our payout amount in a decent time. This has been an awful experience and I will never recommend this company to anyone.

Complaint: [redacted]I am rejecting this response because:
Old Republic (ORHP) breached its obligations under the Policy/Plan.  Furthermore, we feel that ORHP has been significantly negligent and has breached its fiduciary responsibility that it has to its policyholders.  Also, it is our opinion that over the past 4 months, ORHP has actively exhibited deceptive business practices.  Specifically:
 
November 2015
 
Purchased our Condo in Fountain Hills along with the Old Republic Policy as recommended by our Realtor.  It should be noted that during the winter months in Arizona one does not use the AC much.
 
May 14, 2016
 
AC not working.  ORHP dispatched “Vendor 1”.
 
[redacted] was the Technician.  After analysis he indicated the Compressor was only running intermittently.  He indicated that the entire system was shot and needed to be replaced .. but that ORHP would only approve a starter assist kit.  He indicated that ORHP would never replace a system.  The starter assist kit was installed and the system worked acceptably.
 
June 10, 2016            
 
AC not working.  ORHP dispatched Vendor 1 again …
 
[redacted] was again the Technician.  After analysis he indicated that the Compressor blew a fuse when it tried to start.  He replaced the fuse and the system worked acceptably albeit we noted that the unit would not maintain a consistent temperature in the Condo.  Fluctuations could be 10 to 15 degrees on warm days.  [redacted] had to take off the “shrowd” from the unit to replace the fuse.
 
July 1, 2016
 
AC not working.  ORHP indicated that due to the upcoming Holiday that no service would be available until July 5 at the earliest.  It should be noted that ORHP was notified that my wife had just returned from 9 days at the hospital.  ORHP made no efforts to rectify the situation.
 
After ORHP’s refusal to provide service to a sick woman in 120 degree Arizona weather … We had a Certified Technician from another vendor replace the fan motor to get through the Holiday Weekend.
 
July 5, 2016
 
ORHP dispatched Vendor 2.
 
Technician noted that the ambient temperature in the Condo was 88 degrees and the outside temperature was 111 degrees.  The system was operating.  ORHP would not authorize any repairs.
 
ORHP invoiced the [redacted]’s $ 65.00 for the service call.
 
July 19, 2016
 
The situation had not changed and the ambient temperature in the Condo would approach 90 degrees on any given day depending on the outside temperature which was well in the triple digits the entire month.  We called ORHP and relayed the dilemma.  ORHP indicated nothing could be done because the system was “running”.
 
July 24, 2016
 
Ambient Temperature in Condo was 92 degrees.  We called ORHP and demanded service.  ORHP again assigned Vendor 1 to repair the system.
 
Vendor 1 was a no-show. 
 
July 25, 2016
 
Ambient Temperature in Condo was 89 degrees.  We called ORHP and informed them that Vendor 1 had not handling the call.  ORHP dispatched Vendor 2.
 
The Technician was named [redacted].  He diagnosed the system as “dead”.  The Compressor would run for a short period then shut off .. then turn back on again.  This is what [redacted] said was causing the somewhat lower temperature in the condo when compared to the outside temp.
 
The system needed to be replaced.
 
July 26, 2016
 
ORHP called and indicated that they would be replacing the system.  Vendor 2 would be the provider assigned.
 
Vendor 2 declined to do the work citing they would not do system replacements for ORHP.  When asked why .. they indicated that the fee for installation paid by ORHP was inadequate.
 
In a later conversation .. ORHP said that Vendor 2 would not do the install because the job required a crane and they (Vendor 2) did not have access to one.  This is the first evidence of deception and fabrications of note by ORHP.
 
ORHP then assigned Vendor 3 to do the work.  Vendor 3 declined the opportunity. 
 
July 27, 2016
 
At 3 am in the morning the [redacted]’s get multiple calls and texts from their neighbors in the downstairs condo.  Water was pouring into their unit from our AC system.
 
ORHP assigned Vendor 4 to do the work. 
 
[redacted], the Technician and the Owner of the Company arrives at the home.  G [redacted] describes the situation and indicates that [redacted] just needs to find out what needs to be ordered as ORHP has already approved a new system.
 
[redacted] indicated that the system needed to be replaced.  [redacted] indicates that ORHP would not replace the system.  He spent four hours and said the only thing the ORHP would do is replace the drip pan that was causing the flooding in the neighbor’s apartment. 
 
[redacted] indicated he would not do the work as he felt strongly the system needed to be replaced and that his company would be liable for problems caused by the system not being serviced as per his recommendation.
 
July 28, 2016
 
We patiently await ORHP to assign a new Technician.  Late morning the temperature in the condo exceeds 100 degrees.  It was time to evacuate the Condo.
 
We immediately got off work and checked into a local Hotel.  We then returned to the condo and packed up our pets and took them to a nearby Pet Care Facility. 
 
The AC was shut off to prevent further damage to the neighbor’s downstairs condo.
 
We then contacted ORHP.  Luckily we found a competent Customer Service Rep. She seemed honestly concerned with the situation.  She immediately began to look for someone to fix the system.  Among those she contacted were .. Vendor 1, Vendor 5, Vendor 6, and Vendor 7!
 
The frustrated Rep called us at the end of the day to inform us that she could not find anyone to service the AC.  She asked him if he knew of anyone that could do the work and she would authorize an “out of network” Technician to handle the call.
 
I recommended calling back Vendor 4.  They had originally wanted to do the work but ORHP had denied their request to fix the system properly.  We (the Rep and myself) reviewed the Vendor 1 report stating the compressor was dead.  We then reviewed the original Vendor 4 report and it stated the system needed to be replaced.
 
The Rep agreed to try to get Vendor 4 to do the work and in fact the next day they were assigned the job of replacing the system.
 
July 29, 2016
 
ORHP assigned Vendor 4 to do the work. 
 
[redacted] from Vendro 4 called and indicated that he would be replacing our system.  He was writing up the bill of materials to send to ORHP.  He would be in touch shortly.  ORHP had placed a priority on the call and he hoped to be able to perform the work the next Monday, August 1.
 
August 1, 2016
 
Having not heard from [redacted] at Vendor 4 .. I gave him a call first thing on Monday Morning.
 
The story had changed again.  He stated that ORHP was shipping him an air handler ONLY.
 
I called the Rep at ORHP .. she indicated that [redacted] had indicated that only the air handler needed to be replaced.  You could tell that she was not comfortable with the situation.  It was at this point she refused to provide the original report (that she had read to me the Friday before) that stated we needed a new system.  She also said I would need to pay [redacted] $ 605 to install the air handler.  She also said that the unit would not be available until the end of the week .. another 5 days in a hotel.
 
This is the 3rd instance of Deceptive Business Practices and coercion in my opinion.
 
I called [redacted] and inquired on the cost of a new system and the cost to put in a compressor that would match the air handler that ORHP had purportedly shipped.  At this point I did not believe anyone.
 
[redacted] indicated that he could readily get the equipment and would send over a hard copy quote asap.  I also requested that he send a copy of his original service report.  I wanted to make sure of all the facts before making a decision.  He said he would comply when he sent the quote.
 
August 3, 2016
 
Nothing from [redacted] or ORHP.  With hotel and pet bills mounting .. we elected to get a quote from Vendor 2 to replace the system. 
 
August 5, 2016
 
[redacted] and ORHP both call .. the air handler is in and will be installed Sunday or Monday.
 
I ask [redacted] where the quote for the new equipment was as well as the copy of the original service report.  He said he would send it over right away.
 
August 6, 2016
 
[redacted] sends the new equipment quote as well as the latest service report.  I called him and asked when I would get the original report.  He asked why I needed it.
 
August 7, 2016
 
I get notified that Vendor 4 had backed out of replacing the system.
 
ORHP assigned Vendor 8 to do the work. 
 
August 8, 2016
 
After 3 months of trying to get ORHP to fix the AC .. and with mounting Hotel and Petcare expenses .. we had Vendor 2 install the new system.  It was completed on August 8 and the family was able to come home.
 
August 10, 2016
 
G [redacted] contacts ORHP to inform him of monies due.
 
ORHP would not admit fault and in fact would reimburse us only 25% of the hard costs incurred.
Sincerely,Gary [redacted]