Old Republic Home Protection Company, Inc.

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.

Initial Business Response /* (1000, 5, 2014/02/13) */
Ms. [redacted]
Revdex.com
Re: Plan XXXXXXXX
Dear Ms. [redacted],
Regarding the denial of coverage for the plumbing stoppage and garage door opener service request; I have reviewed the file that indicated the plumber diagnosed the...

plumbing lines in the home are improperly installed (i.e. improper fittings and incorrectly sized plumbing pipes). In addition, he diagnosed there was a toilet stoppage, which he repaired by running his plumbing snake through the roof vent.
Please refer to page 3 of the Plan under Plumbing Coverage that starts:
''Drain line Stoppages ✦ which can be cleared through an accessible, existing ground
level cleanout (main line) or removable p-trap (branch line) with sewer cable..''
''Not Covered: In the event of a stoppage: access to drain lines from vent; removal of toilet;
and costs to locate, access or install a ground level clean-out.''

Also, please refer to page 8 of the Plan titled Limitations of Liability under General Exclusions 1.E. that states:
''This Plan does not cover:
E. Improper repair/installation/modification of the covered item.''
Regarding the service request for the garage door opener; the independent network Service Provider diagnosed the cables for the garage door had failed, and the garage door opener has no mechanical failure.
Please refer to page 3 of the Plan under Garage Door Opener Coverage that states:
''All components of the Opener Unit including motor, logic board, gear assembly,
capacitor, rail assembly, sensors.''
The file also indicates on February 10th, 2014, Old Republic Home Protection (ORHP) agreed, as a gesture of goodwill, to waive the $60 trade call fee.
We apologize the terms and conditions of the Plan do not provide coverage in these situations. While the intent of ORHP is to provide as much coverage as possible, the Plan is not all inclusive and there are limitations which are standard in the home warranty industry.
If Ms. [redacted] has additional information she believes should be considered, please advise her to provide it to me for review.
Sincerely,
[redacted]
Claims Manager
Old Republic Home Protection
Initial Consumer Rebuttal /* (3000, 7, 2014/02/24) */
(The consumer indicated he/she DID NOT accept the response from the business.)
They continue to lie and refuse service on the home warranty. It is obvious that their home warranty is only made for the seller and not the buyer. In order for them to waive the $60 service fee, I had to spend a lot of my time and energy just to speak with a supervisor. As far as middle ground in this claim, Old Republic Home Warranty apparently has no middle ground. If they decide to have a middle ground, it would be to pay 50% for the plumbing repair.

Initial Business Response /* (1000, 5, 2014/09/03) */
Ms. [redacted]
Revdex.com
Re: Plan XXXXXXXX
Dear Ms. [redacted],
Regarding the denial of coverage for the air conditioner; I have reviewed the file and confirmed the Plan was ordered by Ms. [redacted]'s Real Estate Agent, [redacted]...

on [redacted] and Ms. [redacted] was mailed a confirmation letter that the order was received. However, Old Republic Home Protection did not receive payment of the Plan fee when the property closed escrow, therefore, the Plan did not become active.
As a result, when Ms. [redacted] placed a service request on [redacted] she was informed the Plan fee was not paid, and the Plan was not in effect. I have confirmed the Plan has now been paid, and the effective date of the Plan will be [redacted]
We apologize that we are unable to provide coverage for Ms. [redacted] air conditioner since the Plan was not in effect when service was requested.
With regard to the water damage as the result of the air conditioner leaking water; please inform Ms. [redacted] the Plan does not cover for consequential and secondary damages.
If Ms. Oudenaren has any questions regarding her Plan, please advise her to contact us at XXX-XXX-XXXX for assistance.
Sincerely,
[redacted]
Claims Manager
Old Republic Home Protection

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]

Initial Business Response /* (1000, 5, 2015/02/23) */
Ms. [redacted]
Revdex.com
Re: Plan XXXXXXX
Dear Ms. [redacted],
Regarding the service request for the electrical system; on behalf of Old Republic Home Protection (ORHP) and its employees, please extend our sincere apologies for the...

circumstances outlined in Mr. [redacted]'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 and based on the circumstances, ORHP has agreed to honor Mr. [redacted]'s request to refund the $75 Trade Call Fee, and a check will be mailed to him within the next ten business days.
ORHP appreciates Mr. [redacted] taking the time to provide his opinion and perspective of his service experience, which in turn, provides ORHP the opportunity to improve the service we provide to our customers.
Best regards,
[redacted]
Claims Manager
Old Republic Home Protection
Initial Consumer Rebuttal /* (2000, 7, 2015/02/25) */
(The consumer indicated he/she ACCEPTED the response from the business.)
Thank you ORHP for your timely attention to the matter. I have the outmost confidence in your sincerity and desire to further develop your staff so that such situations do not occur again.

Initial Business Response /* (1000, 5, 2014/03/20) */
Ms. [redacted]
Revdex.com
Re: Plan # XXXXXXXX
Dear Ms. [redacted],
Regarding the past due $60 Trade Call Fee; I have reviewed the file and confirmed Ms. [redacted] requested service on July 21st, 2013 for a broken air conditioner thermostat....

According to the independent network Service Provider dispatched by Old Republic Home Protection (ORHP), the thermostat did not fail from normal wear and use, and coverage was denied according to the terms and conditions of the Plan. Although coverage was denied, the $60 Trade Call Fee is still due.
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 sincere apology to Ms. [redacted] that the Plan does 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.
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] still wishes to cancel her Plan, please inform 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 Business Response /* (1000, 6, 2015/03/24) */
Ms. [redacted]
Revdex.com
Re: Plan XXXXXXXX
Dear Ms. [redacted],
Regarding the service request for the water heater, pressure regulator, alleged water damage, oven, refrigerator and sheet rock repair; 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 service request for the water heater and pressure regulator valve (PRV), and have spoken with the technician, [redacted], from Hers and His Plumbing. According to [redacted], he diagnosed the PRV and water heater failed from normal wear, and would be covered by the Plan. [redacted]'s estimate to replace both items is $790, and a check has been processed and will be mailed to you within the next ten business days. The additional costs ($1,410) you paid Hers and His Plumbing for the replacement of both items was for costs associated with code requirements and modifications necessary to install the new water heater and pressure regulator, and to repair secondary water damage.
Please refer to page 8 of the Plan that states:
"Permits and other Fees:
You [redacted] be responsible for the payment of additional fees not covered according
to the terms and conditions of the Plan. These fees [redacted] include, but are not
limited to:
1. The cost of permits and code upgrades.*
3. The cost for cranes* or other lifting equipment.
4. The cost of construction, carpentry or other modifications made necessary
by existing or installing different equipment.

General Exclusions:

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."
With regard to the alleged water damage as the result of repairs completed to clear a stoppage by Hers and His Plumbing; the file indicates that you have spoken with [redacted], the Service Manager at Hers and His Plumbing, and that you agreed to contact him to schedule an appointment.
Please contact [redacted] at XXX-XXX-XXXX at your convenience.
As for the oven; the file indicates that [redacted] from LS2 Maintenance Service has ordered the oven control faceplate, and it should arrive in seven to ten days. Once [redacted] has received the faceplate, he will contact you to schedule an appointment to complete the installation.
Regarding the service request for the freezer; I reviewed the file that indicates the technician from [redacted]'s Heating & Cooling diagnosed that the control board had failed, and since the appliance is less than a year old, it was still under the manufacturer warranty provided by General Electric (G.E.); and according to the file Eric scheduled an appointment for you with G.E.
Please refer to page 8 of the Plan that states:
"This Plan does not cover:
F. Equipment or component costs covered by an existing manufacturer/distributor/
or other warranty.
With regard to the sheetrock holes created by J & S Mechanical when they repaired the leaking pipes, and your request for reimbursement to patch the holes; please accept my sincere apologies you were not provided cash settlement for the rough patch of the sheetrock. I spoke with [redacted] at J & S and he confirmed there were four holes opened to complete the repair of the leaking pipes. I have processed a cash settlement in the amount of $250, which represents our cost to repair the holes to a rough finish. A check has been processed and will be mailed to you within the next ten business days.
ORHP appreciates you taking the time to provide your opinion and perspective of your service experience, which in turn, provides ORHP the opportunity to improve the service we provide to our customers.
If you have any questions, please contact me at XXX-XXX-XXXX ext [redacted]
Best regards,
[redacted]
Claims Manager
Old Republic Home Protection

Initial Business Response /* (1000, 5, 2014/06/19) */
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.
Based on the information you provided, I have taken personal responsibility to address the issues outlined with the Service Provider and individuals involved, ensuring they understand the result of their actions and comments.
According to the file, my associate, Ms. [redacted] has spoken with Ms. [redacted], and she is following up to ensure the service request is completed in a timely manner.
If Ms. [redacted] has any questions, please inform her 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]
Claims Manager
Old Republic Home Protection
Initial Consumer Rebuttal /* (2000, 7, 2014/06/20) */
(The consumer indicated he/she ACCEPTED the response from the business.)
After contacting the regional representative the matter has been resolved to my satisfaction. I appreciate the response from the parties involved in helping me settle this dispute.

Initial Business Response /* (1000, 5, 2014/08/29) */
Ms. [redacted]
Revdex.com
Re: Plan # XXXXXXXX
Dear Ms. [redacted],
Regarding the service request for the microwave oven, and the request to waive 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 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 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.
I have reviewed the file that indicates the repair parts for the microwave have been received by Fixx My Appliance Inc., and they will contact Ms. [redacted] to schedule an appointment to complete the repair.
In addition, ORHP has agreed as a gesture of goodwill, to honor Ms. [redacted]'s request, and the Trade Call Fee will be reimbursed within the next ten business days.
ORHP appreciates Ms. [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, 2014/09/03) */
(The consumer indicated he/she DID NOT accept the response from the business.)
The technician did show up today (September 3, 2014) with the replacement part. After about a hour and a half to two hours, I am in a much worse situation than I was before. The microwave accepts commands from the new touch panel only about 50% of the time at random, which means the microwave now turns on at random. I was told by the technician that he will follow up on the next steps, which means further delay in getting this fixed. Even the technician was surprised that he has shown up after such a long period with the replacement part. At some point the company needs to evaluate the cost of replacement vs. the cost of inconvenience. At this point, all I can do is wait even further to get this fixed (meaning the appliance is working as intended), and until then I cannot publicly acknowledge the company's resolution. If the company really intends to resolve the matter, they should at least now expedite with the next steps and hopefully I don't have to wait for weeks again for the follow up on this pending work order. Thank you!
Final Consumer Response /* (3000, 13, 2014/09/10) */
(The consumer indicated he/she DID NOT accept the response from the business.)
I can accept the resolution and "be completely satisfied by ORHP services" once the appliance is fixed. At this point, I see another weeks delay for parts to be ordered and the microwave to be fixed; and don't see that there is any urgency on part of ORHP to resolve this.
Update: The technician showed up on Monday 9/8/2014 and put me on a call with ORHP. There are new parts that need to be ordered to get this fixed. ORHP service agent assured me that the parts will be locally procured and be available in "2 days." However the technician said, "it will be anywhere between 3 to 7 days." Shows once again that the ORHP service agents are either ill informed or asked to give false estimates. Fixx My Appliance has agreed to call me back as soon as the part is procured.
Once the part is procured, the appliance is fixed, and the trade call fee is reimbursed, only then can I acknowledge that ORHP has satisfactorily resolved the issue.
Final Business Response /* (4000, 15, 2014/09/11) */
Ms. [redacted],
Please extend our sincere apology to the Plan Holder for the ongoing delay. I have been assured by Fixx My Appliance that the microwave oven part is scheduled to be delivered on Tuesday, September 16, 2014, and they will schedule a convenient appointment to complete the repair once the part is received.
Sincerely,
[redacted]
Claims Manager
Old Republic Home Protection

Initial Business Response /* (1000, 5, 2014/03/07) */
Ms. [redacted]
Revdex.com
RE: Plan # XXXXXXXX
Dear Ms. [redacted],
Regarding the service request for the pipe 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 Mr. ** 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.
ORHP appreciates Mr. ** 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 regard,
[redacted]
Claims Manager
Old Republic Home Protection

Initial Business Response /* (1000, 5, 2016/01/05) */
Ms. [redacted]
Revdex.com
Re: Plan XXXXXXXX
Dear Ms. [redacted],
Regarding the service request for the replacement of the evaporative coil; I have reviewed the file that indicates in order to complete the installation of the new...

evaporative coil, state regulations require the replacement of the condenser.
Please refer to page 8 of the Plan that states:
"B. If additional costs are incurred in order to comply with regulations, we will not be responsible
for the added expense."
Please extend our apologies to Mr. [redacted] that the terms and conditions of the Plan did not provide coverage for all of the costs necessary to complete the repair. 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 advise him to forward it to me for review.
Sincerely,
[redacted]
Plan Compliance Manager
Old Republic Home Protection
Initial Consumer Rebuttal /* (3000, 7, 2016/01/06) */
(The consumer indicated he/she DID NOT accept the response from the business.)
The plan states that it WILL cover duct work and code upgrades yet the company is not willing to pay for them. I want them to honor their contract and pay for the code upgrades and duct work. The condenser is irrelevant here.
Final Business Response /* (4000, 9, 2016/01/07) */
Dear Ms. [redacted],
Regarding Mr. [redacted]'s request for coverage for the code violations and duct modifications required in order to complete the installation of his new air conditioner; please refer to page 8 of the Plan that states:
"2. PERMITS AND OTHER FEES:
A. You [redacted] be responsible for the payment of additional fees not covered according to
the terms and conditions of the Plan. These fees [redacted] include, but are not limited to:
1. The cost of permits and code upgrades.*
4. The cost of construction, carpentry or other modifications made necessary by
existing or installing different equipment."

Please extend our apologies to Mr. [redacted] that the terms and conditions of the Plan do not provide coverage for all the costs necessary to complete the installation of his air conditioner. 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.
Sincerely,
[redacted]
Plan Compliance Manager
Old Republic Home Protection

Initial Business Response /* (1000, 5, 2015/10/28) */
Ms. [redacted]
Revdex.com
Re: Plan XXXXXXXX
Dear Ms. [redacted],
Regarding the denial of coverage for the clothes washer; I have reviewed the file that indicates the technician from Sunrise Home Services diagnosed that the clothes...

washer is approximately five years old, and the shock absorbers failed as the result of overloading the washing machine, and not from normal wear and use.
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:
C) Have become inoperable due to normal wear and use ... "
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 additional information he believes should be considered, please advise him to forward it to me for review.
Sincerely,
[redacted]
Plan Compliance Manager
Old Republic Home Protection

Complaint: [redacted]I am rejecting this response because: this issue has taken 5 months and is still not resolved. I have never seen or coordinated any of the attempted repairs, this was all done by old republic. I never authorized them to install a part that is not covered by my plan. Old republic authorized the work to be performed knowing they do not cover the part that was. Wing installed (incorrectly installed). Know that the project has been made a mess of old republic says they will not honor the work that they authorized . I requested all work orders associated with my project and they have not given me anything so I can follow up with the original contractor. I feel old republic should stand by their customer and fix the mistakes that were made by the contractor they provided. The repairs have been quoted from 2500-3000 dollars to re-duct the areas that their contractor tied into. They sent a check for 500 and told me I have to figure it out and deal with the problem myself. They also told me that their policy does not cover the damage they cause and it is my responsibility to get it repairedSincerely,[redacted]

Initial Business Response /* (1000, 5, 2015/08/24) */
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 Mr. [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.
According to the file, my associate, Ms. [redacted], has been assigned to review the service request, and will follow up with Mr. [redacted] to discuss the Plan coverage. If Mr. [redacted] has any questions, please advise him to contact Ms. [redacted] at XXX-XXX-XXXX Ext. [redacted] 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 Consumer Rebuttal /* (2000, 7, 2015/08/27) */
(The consumer indicated he/she ACCEPTED the response from the business.)
I concur with the response. It is just unfortunate that it had to go to the Revdex.com to resolve any issues.
Thank you Old Republic for resolving the issue.

I purchased a home warranty from Old Republic (OR) on 1/29/16 for a home in Florida that I closed on earlier that week. When we went to use the dishwasher it would run for a short while then shutoff. I contacted the previous owner and the home inspector and both had recently ran a load through with no problem. I tried various suggestions but to no avail. I called OR on Saturday to request service and was told that is not covered because "I would need to have seen it working before they would cover it". I have cancelled my contract with them and will never do or recommend this company. Be sure if you ever do go with them you test every piece of equipment and say that I saw it working when you call them.

Initial Business Response /* (1000, 6, 2014/07/10) */
Ms. [redacted]
Revdex.com
Re: Plan # XXXXXXXX
Dear Ms. [redacted],
Regarding the service requests for the air conditioner and 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 Provider and individuals involved, ensuring they understand the result of their actions and comments.
ORHP appreciates Mr. [redacted] taking the time to provide his opinion and perspective of his service experience, which in turn, provides ORHP the opportunity to improve the service we provide to our customers.
Best regards,
[redacted]
Claims Manager
Old Republic Home Protection

Initial Business Response /* (1000, 5, 2014/03/10) */
Ms. [redacted]
Revdex.com
RE: Plan # XXXXXXXX
Dear Ms. [redacted],
Regarding the service request for the heating system; on behalf of Old Republic Home Protection (ORHP) and its employees, please extend our sincere apologies for the...

circumstances outlined in Mr. [redacted] letter.
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.
ORHP values Mr. [redacted] as a customer, and we hope he realizes the value of the Plan and the many benefits it provides. If Mr. [redacted] still wishes to cancel his Plan, please advise him 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.
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 regard,
[redacted]
Claims Manager
Old Republic Home Protection
Initial Consumer Rebuttal /* (3000, 7, 2014/03/12) */
(The consumer indicated he/she DID NOT accept the response from the business.)
I will accept the policy cancelation with the refund of my policy. After the refund is receive I will except the closer of the claim.
Final Business Response /* (4000, 9, 2014/03/14) */
Ms. [redacted]
Please inform Mr. [redacted] I have forward his request to cancel his Plan, to our Accounting Department. Any refund of the Plan fee will be mailed within ten business days.
If Mr. [redacted] has any questions, please inform him to contact the Accouting Department at XXX-XXX-XXXX for assistance.
Sincerely,
[redacted]
Claims Manager
Old Republic Home Protection
Final Consumer Response /* (2000, 11, 2014/03/19) */
(The consumer indicated he/she ACCEPTED the response from the business.)
Thank you!!

[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

Initial Business Response /* (1000, 5, 2015/01/07) */
Ms. [redacted]
Revdex.com
Plan # XXXXXXXX
Dear Ms. [redacted],
Regarding the denial of coverage for the air conditioner, and payment of the Trade Call Fee; I have reviewed the file and confirmed that the Independent Network Service...

Provider diagnosed the evaporative coil was dirty and must be cleaned.
Please refer to page 8 of the Plan titled Limitations of Liability under General Limitations 1.B. that states:
"This Plan does not cover:

B. Routine maintenance and cleaning."
With regard to payment of the Trade Call Fee; 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 Ms. [redacted] that the terms and conditions of the Plan do not provide coverage in this situation. While the intent of Old Republic Home Protection is to provide as much coverage as possible, the Plan is not all inclusive and there are limitations which are standard in the home warranty industry.
If Ms. [redacted] has any questions, please advise her to contact us at XXX-XXX-XXXX for assistance.
Sincerely,
[redacted]
Claims Manager
Old Republic Home Protection
Initial Consumer Rebuttal /* (3000, 7, 2015/01/08) */
(The consumer indicated he/she DID NOT accept the response from the business.)
Like I said before I would have NOT paid for someone to come out and and give me a quote. I have had other home warranty companies in the past whose service call was only 40.00 and if they didn't do anything, I didn't pay. I will be going back to that company who do not rip off their paying customers.
Final Business Response /* (4000, 9, 2015/01/12) */
Dear Ms. [redacted],
Please extend our apologies to Ms. [redacted] that the terms and conditions of the Plan did not provide coverage, and that the Plan states that a Trade Call Fee is due whether the service request is covered or denied.
Sincerely,
[redacted]
Claims Manager
Old Republic Home Protection

Initial Business Response /* (1000, 5, 2014/03/18) */
Ms. [redacted]
Revdex.com
RE: Plan # XXXXXXXX
Dear Ms. [redacted],
Regarding the service request for the furnace; on behalf of Old Republic Home Protection (ORHP) and its employees, please extend our sincere apologies for the...

circumstances outlined in Mr. [redacted]'s letter.
ORHP, like other home warranty companies, uses independent network Service Providers 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.
I have reviewed the file and we have agreed, strictly as a matter of goodwill, to waive the $60 Trade Call Fee.
ORHP appreciates Mr. [redacted]'s 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 regard,
[redacted]
Claims Manager
Old Republic Home Protection
Final Consumer Response /* (2000, 7, 2014/03/20) */
(The consumer indicated he/she ACCEPTED the response from the business.)