Old Republic Home Protection Company, Inc.

This is a very Bad Service!!! We are experiencing twice during this year, 1st with our ice maker replacement! We were calling in to request service for it in June 2016, they didn't have service providers available at this time?? We had to find our own Contractor for the service by their authorization!! Recently, last month our Garbage Disposal is leaking, we called in for service and they assigned *** *** *** in Gaithersburg gave us appointment today 09/09/from 08am-10am, but no ones showed up?? We called ***, leave messages, no ones returns call?? We are getting back to ORHP, they said same thing last time and will authorize us to use our own Contractor?? HOW IS FRUSTRATION? WHAT IS KIND OF BUSINESS LIKE THAT?? Ladies and Gentlemen, please correct/fix the problems ASAP before it is too late loosing more and more of your CUSTOMERS in futureThank you

Hello,
I purchased a new home in January and I purchased One Republic warrany just in case I had a major breakdownUnfortunatly May 12, my Air Condictioner failed and the item that caused the failure is covered in the warrantyOne Republic denied the claim which is in conflict with their policyI plan to sue for mental stress, loss wages, advertisment, breach of contract, accured attornny fees, and out of pocket costI highly recommend the Revdex.com check into customers complaints! They are very rude, unprofessional and very obtuse in the caring of their customers*** ***
*** ***

Initial Business Response /* (1000, 5, 2014/02/24) */
Ms*** ***
Revdex.com
RE: Plan # XXXXXXXX
Dear Ms***,
Regarding the service request for a plumbing pipe leak; on behalf of Old Republic Home Protection (ORHP) and its employees, please extend our sincere apologies for
the circumstances outlined in Ms ***'s letter
ORHP, like other home warranty companies, uses independent network Service Providers to service our Plan HoldersAlthough 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 your file, the service request has been re-dispatched to Service Plumbing & Rooter, and they informed us they have left a message for Ms*** to schedule an appointment; Ms*** can reach them at XXX-XXX-XXXX
ORHP values Ms*** as a customer, and we hope she realizes the value of the Plan and the many benefits it providesHowever, if she 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
ORHP appreciates Ms*** taking the time to provide her perspective on her service experience, which in turn provides ORHP the opportunity to improve the service we provide to our customers
Sincerely,
*** ***
Claims Manager
Old Republic Home Protection
Final Consumer Response /* (2000, 7, 2014/02/26) */
(The consumer indicated he/she ACCEPTED the response from the business.)
After filing this complaint, I was told by OHRP that they had tried to get a service provider to my house but that company said they don't cover my areaNo one told me this until I called and it appears that no one at OHRP did anything about it either - until I calledWhen I called they checked with another service provider who they said would call me in about minutesI didn't hear from him until late the following dayBy then I'd given up and took care of the issue myself
I do want to cancel my plan and will send a written request this weekI expect to get a refund of what I've paid

Initial Business Response /* (1000, 5, 2014/08/06) */
Ms***
Revdex.com
Re: Plan XXXXXXXX
Dear Ms***,
Regarding the denial for coverage for the air conditioner; I have reviewed the file and the Independent Network Service Provider diagnosed the air conditioner is operating as
designed; however, the zone control system requires repair
Please refer to page of the Plan under Heating System/Ductwork Coverage that states:
"Not Covered: zoning controls and related components for forced air systems ..."
Please extend our sincere apologies to Mr*** that the terms and conditions of the Plan do not provide coverage in this situationWhile 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*** has any questions, please advise him to contact us at XXX-XXX-XXXX for assistance
Sincerely,
*** ***
Claims Manager
Old Republic Home Protection

Complaint: ***I am rejecting this response because:
Old Republic's response contains misleading and inaccurate informationTheir technician only speculated on the cause -- he has not gone into the ceiling to isolate and investigate where the problem is occurring He only guesses what the problem is He has told us that is more cost effective to run a new line rather than find the actual problemEither way, if the conduit is not properly secured, this is a defect that should be fixed under the "electrical system" warranty, unless the conduit is not required for electrical, which is obviously not the caseOld Republic's response is wholly unacceptable and is in breach of the warrant and contract We feel we have been given the run around for many months on this issue and do not consider this matter resolved We do not understand why this company refuses to do the right thing and simply fix a $problem that they are required to do by contract, rather than risk litigation, their reputation, and a poor Revdex.com rating

Initial Business Response /* (1000, 5, 2014/03/28) */
Ms*** ***
Revdex.com
Plan # XXXXXXXX
Dear Ms***,
Regarding the denial of coverage for the spa equipment; I have reviewed the file, and the Plan purchased for Ms*** was the Standard Plan coverage; the optional
Swimming Pool/Spa Equipment coverage was not purchased
Please extend our sincere apologies to Ms*** that the Standard Plan did not provide coverage in this situationWhile 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
We hope Ms*** sees the value of the Plan and the many benefits it will provide, and we look forward to the opportunity to provide Ms*** service during the term of her Plan
If Ms*** has any questions, please inform her to contact us at XXX-XXX-XXXX for assistance
Sincerely,
*** ***
Claims Manager
Old Republic Home Protection
Initial Consumer Rebuttal /* (3000, 7, 2014/04/02) */
(The consumer indicated he/she DID NOT accept the response from the business.)
The basic coverage does not cover the "intention" of this deviceIt would be like saying, we cover your refrigerator if it is standing verticallybut if it doesn't cool, oh wellA spa tub without jets is like sinking a bathtub in your back yard and having warm or warmer water
1) The warranty is/was sent almost months after the closing
2) There was NOT an option to get the extended coverage
3) I DID call and tried to talk but the response I got was curt and quickit was to get me off the phone as soon as possible so I will not contact this company againthus my contention that it is NOT an "A" rating company from Revdex.com
4) On the very front of the pamphlet (if this is the contract) it says it covers "Undectable pre-existing conditions for the home buyer" Even if the spa has basic coverage, this request should be covered at least at some extent under this part of their advertising
5) I had hoped the company would compromiseperhaps pay service call or partsBut this "A" company has no interest in dealing with the customerThat is not how the "A" companies I have dealt with operate

Initial Business Response /* (1000, 5, 2016/01/26) */
Ms***
Revdex.com
RE: Plan # ***
Dear Ms***,
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*** 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 *** 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
I have reviewed the file and my associate, Ms***, is following up to assist *** regarding a resolution of her service requestIf *** has any questions, please advise her to contact Ms*** at 800-*** Ext*** for assistance
ORHP appreciates *** 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,
***
Plan Compliance Manager
Old Republic Home Protection
Initial Consumer Rebuttal /* (3000, 8, 2016/01/27) */
(The consumer indicated he/she DID NOT accept the response from the business.)
Old republic home protection warranty company notified me that they now are going to cover the cost of replacing my furnace which I was very thankful forThe service provider they sent me gave the home warranty company a quote and stated that I would have to pay $on out-of-pocket expenses for alterations to install the furnaceI explained to old republic that I did not want to use that particular company to install my furnace and that I did not trust in his "quotes." Old republic said no problem they would send me a check for the price of a furnace and labor cost and I could go with whatever service provider I wanted toI was happy with that until they stated they would send me $for a new furnace and labor costsObviously that is nowhere near enough money to buy a furnace and pay someone to put it inOld republic argued with me stating that is what their service provider quoted to themWhen their service provider was in my home he quoted me over $just for a furnace and labor so old republic lied to me and is now forcing me to either use their service provider or I get bucksI am very upset and disappointed I believe that old republic home protection and their service provider are in cahoots to take advantage of peopleIn a last effort to work with old republic I asked them if I could call another company to come in and evaluate and submit a quote to them and I asked them if they would pay for it that way and they said no
Final Business Response /* (4000, 10, 2016/01/28) */
Dear Ms***,
Regarding the service request for the furnace, and the amount of the cash settlement; I have reviewed the file and confirmed the cost of the furnace and labor to complete the repair is $
Old Republic Home Protection (ORHP), like other home warranty companies, purchase furnace equipment directly from the manufacturer (e.g***), with minimal maon the equipmentIn addition, we have pre-negotiated labor rates with the Independent Network Service Providers to install the equipmentThese cost control measures enable us to maintain an affordable home protection Plan for our customers
Please refer *** to page of the Plan that states:
"We reserve the right to provide CASH IN LIEU of repair or replacement in the amount of
our actual costPayment will be provided based on our negotiated rates with our Service
Provider and/or Supplier network, which may be less than retail."
According to the file, my associate, Ms***, has spoken with ***, and is following to resolve the service requestPlease advise *** to contact Ms*** at 800-*** Ext***, at her earliest convenience, and advise her if she will agree to the non-covered portion of the repair, or is she would prefer the cash settlement
Sincerely,
***
Plan Compliance Manager
Final Consumer Response /* (4200, 12, 2016/02/01) */
(The consumer indicated he/she DID NOT accept the response from the business.)
I have gone ahead and accepted the $cash out, but please note your company is not fooling anyoneYou are taking advantage of people and I will make sure to spread the word that Old Republic Home Warranty is not worth a pennyYou are forcing your customers to use your contracted companies and those companies are charging ridiculous prices so that you can't afford the out of pocket premiums to even get the work done that needs to be done, henceforth you guys end up not having to pay a thingThanks for nothingI will take the $and save up until I have enough to replace my furnaceAt least your service provider gets nothing and you still had to pay out a little

Initial Business Response /* (1000, 5, 2014/06/17) */
Ms*** ***
Revdex.com
Re: Plan # XXXXXXXX
Dear Ms***,
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***'s letter
I assure you, ORHP employees value the trust each of our Plan Holders place in us to resolve their service request in a timely and professional manner and when this does not occur, steps are taken to review what went wrong and implement improvement
Based on the information you provided, I have taken personal responsibility to address the issues outlined with the individuals involved, ensuring they understand the result of their actions and comments
ORHP values Mr*** as a customer, and we want him to realize the value of the Plan, and the many benefits it providesIf he 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*** 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,
*** ***
Claims Manager
Old Republic Home Protection

Initial Business Response /* (1000, 5, 2014/10/22) */
PLAN # XX-XXX-XXX
We extend our sincere apologies for the circumstances relayed and for any inconvenience this matter has caused our Plan Holder and his familyOur associate, *** ***, has been assigned to assist with any
concerns and resolution to this matterFor any questions,Ms*** can be reached directly at (XXX) XXX-XXXX x ***

Initial Business Response /* (1000, 5, 2015/04/08) */
Ms*** ***
Revdex.com
Re: Plan XXXXXXXX
Dear Ms***,
Regarding the service request for the air conditioner; I have reviewed the file and have spoken with the ***, from Baker Heating and Air, the Out-Of-Network Contractor
hired by Mr***, and he advised me that he diagnosed there is a kink in the refrigerant line in the attic that needs to be repaired, and that the kink must have occurred recently and not when our Independent Network Service Provider replaced the filter dryer in 2008; which was the last time we serviced the air conditioner
*** explained that once the line is kinked, the evaporative coil would not have cooled the home properlyAccording to ***, the kink in the line did not occur as the result of wear; therefore the repair is not covered by the PlanHe also advised me that his recommendation to replace the evaporative coil was due to the age of the equipment, and not a failure of the equipment
The Plan does not cover to replace systems and appliances strictly due to the age of the equipment
If Mr*** has any questions, please advise him to contact us at XXX-XXX-XXXX for assistance
Sincerely,
*** ***
Claims Manager
Old Republic Home Protection
Initial Consumer Rebuttal /* (3000, 7, 2015/04/09) */
(The consumer indicated he/she DID NOT accept the response from the business.)
Mr*** was not the representative who spoke with Mrbaker from Baker and HeatingI was with Mr*** when the conversation took place and we were on speaker phone with a female agentNever did Mr*** say that the kink occurred recentlyMr*** indicated that there was a kink in the refrigerant line which caused a restrictionMr*** was asked how old the equipment is and he responded that the furnace is years old but he did not state that age was the primary cause of operational failureThe coil is rusted but the kink is the cause of leakageIt is not for a system to require coolant infusion every yearThis is why I asked Old Republic to check the whole system which they did not doMy tenants stated that the repair man who went to the property was more interested in the new phone app which he used to diagnose the need for more refrigerantHe did not even notice a faulty contractor switchHe did not even check the furnaceI did not even receive a call from the contractor, which I requested and was told I would receiveOld Republic then faults me for obtaining a second opinionI never hired anyone to do any work on the systemI asked a professional to properly diagnose what the problem wasIn order to ensure the temporary functioning of the air conditioner Mr*** pumped up the refrigerant levelI cannot recall the date but Old Republic had the whole outside condenser replaced, not just a dryer switchPerhaps we should subpoena some recordsPerhaps your contractor did try to fix the attic line and created a kinkHow can I possibly know when you don't provide me with any paperwork? Clearly the kink did not occur recently since this is a reoccurring problem since the outside condenser was replacedI will be happy to ask Mr*** to reiterate what he saidFurthermore, I climbed up into the attic and Mr*** showed me the kinkIf the kink occurred recently the copper pipe would have more of a sheen to itOld Republic is shameful and I now understand why OR has complaintsI will write a letter to your presidentI will discuss this with all the realtors that I know - yes, I am a realtor with a dormant licensePerhaps OR will save some money on not following through with what you promise on your colorful brochuresSurely you will lose so much more due to reputation decline
Final Business Response /* (4000, 9, 2015/04/14) */
Dear Ms***,
Regarding the denial of coverage for the air conditioner, and my conversation with the
Out-Of-Network Technician, ***, from Baker Heating; please advise Mr*** that I spoke with *** on April 3rd and April 7th, 2015, which was a few days after he spoke with my associate in our Authorization Department with his initial diagnosis
Again, please extend my apologies to Mr*** that based on my review of the service history of the air conditioner, and my conversation with ***, that the terms and conditions of the Plan do not provide coverage in this situation
If Mr*** has any additional information he believes should be considered, please advise him to forward it to me for review
Sincerely,
*** ***
Claims Manager
Old Republic Home Protection
Final Consumer Response /* (4200, 13, 2015/04/16) */
(The consumer indicated he/she DID NOT accept the response from the business.)
I do not have any additional information which I believe should be considered as, unlike ORHP, I do not embellish or alter the factsORHP will not even properly diagnose and cover the repair of a contactor switch on the outdoor condenser, how can I expect that you would cover the air conditioner which according to your brochure IS coveredORHP is concerned about the "history" simply because I obtained a second opinion which, as it turns out, divulges just how negligent your contractors are and how unwilling to rectify their sloppy inadequacy ORHPMr*** indicates that he spoke with Mr*** on April 7th, four days following the speaker phone conversation Mr*** your associate, and I had on April 3rdPlease tell me Mr***, why do you not reveal the contents of your conversation with Mr*** I called him on April 15th and he indicated to me that his initial diagnosis never changedHe further indicated that your conversation with him would not have in any way given you any reason to further support your decision not to honor ORHP obligations, after all, there are some honest professionals who do not alter the facts "as we go along"I guess we consumers pay your high enrollment coverage fee, then we have to pay a service fee every time a contractor "approved by ORHP" goes out to diagnose the problemThe contractor does not check all possibilities and then submits a report to determine whether or not ORHP covers said issueORHP covers a tiny (most inexpensive) portion of the diagnosed problem (in my case leaking refrigerant which occurs every year but should but still does not raise a red flag)The contractor never checks the attic furnaceI obtain a second opinion and a true professional checks the entire system and agrees that refrigerant should not leak every year which causes the coils to freeze(Last year on July 4th my tenants were left with no air for two daysI had to call my own contractor to come out and pump refrigerant - your associates recommended that I do this because your contractors were too busy to handle this emergency and it would have taken several days more)The true professional finds and shows me the restriction in a kinked refrigeration line which caused water to leak into the coilsORHP lied by saying that the kink was caused by a contractor which I hired independently and further lied by saying that said contractor stated that the refrigerant line was kinked recentlyORHP expects me to file another service request and yet again pay another service call fee for another contractor to go and pump refrigerant into the system without checking the entire system to properly diagnose the problemORHP enjoys providing very expensive, but not even water proof band aids! Congratulations ORHP, you have violated the trust and pickpocketed a now wiser consumerIt is ironic that yesterday I received a renewal notice and a bill for the "service call"Of course I will pay the fee because I am an honest consumerNeedless to say, I will not renew ORHP for either of my homes because I do not deal with thievesI appreciate the laugh, though, in sending me a renewal notice

Initial Business Response /* (1000, 5, 2014/06/03) */
Ms***
Revdex.com
Re: Plan # XXXXXXXX
Dear Ms***,
Regarding the denial of coverage, and Mr***'s request to waive the $Trade Call Fee; I have reviewed the file and the Independent Network Service Provider, Collier
Plumbing, diagnosed there was a cosmetic crack on the toilet that was not leaking
Please refer Mr*** to page of the Plan titled Limitations of Liability under General Limitations 1.Hthat states:
"This Plan does not cover:
HCosmetic defects that do not affect the functioning of the unit."
With regard to the Trade Call Fee; please refer Mr*** to page 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 homeThe 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 daysThe TCF is due whether service is covered or deniedEssentially, when we incur a cost of service, you are responsible for a TCF."
We apologize the terms and conditions of the Plan do not provide coverage in this situationWhile 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*** has any questions, please inform him to contact us at XXX-XXX-XXXX for assistance
Sincerely,
*** ***
Claims Manager
Old Republic Home Protection
Initial Consumer Rebuttal /* (3000, 7, 2014/06/04) */
(The consumer indicated he/she DID NOT accept the response from the business.)
The diagnosis of the plumbing company is simply incorrect - it takes a while for the leak to show and the crack is not cosmeticThe toilet is leaking waterJust ask my wife
I'm willing to pay for a trade call fee as long as Old Republic recognizes that there is a problem, which is supposed to be covered by their planHowever, the toilet will have to be replaced without or with Old Republic's support
I will not accept Old Republic's decision, and I will for sure not call their customer service department to discuss this issue any furtherMy concerns have never been taken serious anyway and last time I called I ended up having an upset stomachDon't really need another episode of dealing with a rude customer service person
Therefore, I have decided not to continue my plan with Old Republic for obvious reasons, and I will gladly share my experience with other disappointed customers, past or soon-to-be
Thankfully, Old Republic is not the only home warranty company on the market, and I'm sure other companies will appreciate my business more than they ever did
Good luck, Old Republic, and thank you very much for a more than disappointing experienceI will make sure to let others know how you treat your " most valued" customers
I wi
Final Business Response /* (4000, 9, 2014/06/05) */
Dear Ms***,
Please inform Mr*** we apologize that his service request was not covered by the PlanIn addition, we value Mr*** as a customer and I assure you, I have taken personal responsibility to address the issues outlined in his letter, ensuring they are aware of the result of their actions and comments
In addition, please inform Mr*** that Old Republic Home Protection has agreed, as a matter of goodwill, to reimburse him the $Trade Call Fee; a check will be processed and mailed to him within the next ten business days
Sincerely,
*** ***
Claims Manager
Old Republic Home Protection
Final Consumer Response /* (2000, 11, 2014/06/06) */
(The consumer indicated he/she ACCEPTED the response from the business.)

Initial Business Response /* (1000, 5, 2014/07/23) */
Ms*** ***
Revdex.com
Re: Plan # XXXXXXXX
Dear Ms***,
Regarding the service request for the dishwasher, ice maker, and clothes washer; on behalf of Old Republic Home Protection (ORHP) and its employees, please extend our
sincere apologies for the circumstances outlined in Ms***'s letter
ORHP, like other home warranty companies, uses Independent Network Service Providers to service our Plan HoldersAlthough 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*** 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 my associate, Ms*** has spoken with Ms***, and will follow up to ensure the service requests are completed in a timely manner
If Ms*** has any questions, please inform her to contact Ms*** at XXX-XXX-XXXX ext *** for assistance
ORHP appreciates Ms*** 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,
*** ***
Claims Manager
Old Republic Home Protection

Initial Business Response /* (1000, 5, 2014/05/15) */
Ms*** ***
Revdex.com
Re: Plan XXXXXXXX
Dear Ms***,
Regarding the service request for the dishwasher; on behalf of Old Republic Home Protection (ORHP) and its employees, please extend our sincere apologies for the
circumstances outlined in MrPenninghton's letter
ORHP, like other home warranty companies, uses independent network Service Providers to service our Plan HoldersAlthough 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
Please inform Mr*** that ORHP has agreed to dispatch a different independent network Service Provider to diagnose the dishwasher; Mr*** will not be responsible to pay an additional Trade Call Fee
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 regards,
*** ***
Claims Manager
Old Republic Home Protection
Initial Consumer Rebuttal /* (3000, 7, 2014/05/16) */
(The consumer indicated he/she DID NOT accept the response from the business.)
Through GE a service man came to our home and serviced our dishwasher and we were very satisfiedThis was not accomplished through ORHP but by my continued conversations with GE
Final Business Response /* (4000, 14, 2014/06/10) */
Please inform Mr*** to provide me a legible copy of the invoice from his GE repair person for my reviewSorry for the error
Thank you ***
Best regards,
*** ***
Final Consumer Response /* (4200, 13, 2014/05/20) */
(The consumer indicated he/she DID NOT accept the response from the business.)
The Business response did not apply to the *** *** complaint and indicates that attention to my complaint has not been addressed

Initial Business Response /* (1000, 5, 2014/05/20) */
Ms*** ***
Revdex.com
Re: Plan # XXXXXXXX
Dear Ms***,
Regarding the service request for the air handler; on behalf of Old Republic Home Protection (ORHP) and its employees, please extend our sincere apologies for the
circumstances outlined in Mr***'s letter
ORHP, like other home warranty companies, uses independent network Service Providers to service our Plan HoldersAlthough 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, England Heating and Air completed the repair on May 19th, 2014, and the air conditioner is cooling as designed
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 regards,
*** ***
Claims Manager
Old Republic Home Protection
Initial Consumer Rebuttal /* (3000, 7, 2014/05/23) */
(The consumer indicated he/she DID NOT accept the response from the business.)
The part that was needed was delivered and installed during the seventh week of this processEngland Heating and Air did their part of the jobHowever, the unit DOES NOT keep up with the afternoon heatingLennox's own website says that the 13ACX is not recommended for high heat enviromentsThe year old better unit didAs stated in the original comlaint, the unit that was replaced was a Trane xl and not the economy model for which we receivedWhat we did received from ORHP was a renewal notice for over $more than the original invoice and it listed what was spentPart of that expense was a compressor that was installed in the old unit that did not workThe increase in renewal is obvioulsy an attempt to recoup previous years expenses which is not going to happenWe also never received the warranty information for the Lennoz which I am sure will need replacement sooner than later because it is not designed to run in a high heat enviroment hours per day constant
Final Business Response /* (4000, 9, 2014/05/28) */
Ms***,
My sincere apologies to Mr*** that England HVAC did not provide him a copy of the warranty paper work; please inform Mr*** a copy of the Lennox Warranty paper work was mailed to him todayWith regard to the cooling of his new system; we have confirmed the new air conditioner has equal to, or better, cooling capability than the air conditioner we replaced, and operates at a much higher S.E.E.Rrating, which costs much less to operate
If Mr*** has information he believes should be considered regarding the cooling capability of his air conditioner, please inform him to provide it to me for review
Regarding the increase in the Plan fee; we pride ourselves on offering the most comprehensive coverage at the most competitive price in the Industry
We have continuously enhanced our coverage to meet the needs of our Plan Holders, and while many home warranty companies might have a lower price, our Plan Holders will be giving up valuable coverage in return
We do offer payment plans for the Plan Holder's convenience, which helps to ensure they have the service AND coverage when they need itAnd while it may seem expensive when they don't have a service issuewhen they do, they'll be glad they had our coverage in place!
Mr*** *** also visit our website at www.orhp.com and click on the "Frequently Asked Questions" Quick Link for an explanation as to why renewal rates may increase at time of renewal
Should you or Mr*** have other questions regarding the renewal of the Plan, please do not hesitate to contact us at X-XXX-XXX-XXXX
Sincerely,
*** ***
Claims Manager
Old Republic Home Protection
Final Consumer Response /* (2000, 11, 2014/05/29) */
(The consumer indicated he/she ACCEPTED the response from the business.)
I request that this issue be closedI am not completely satisified but it is pointless to continue the discussionI have had indpendent AC companies tell me that the units are not comparableORHP is simply going by the minimum State standards that they are required to doI am replacing the unit with a better unit at my own expense

Initial Business Response /* (1000, 5, 2015/03/24) */
Ms*** ***
Revdex.com
Re: Plan # XXXXXXXX
Dear Ms***,
Regarding the service request for the heat pump; on behalf of Old Republic Home Protection (ORHP) and its employees, please extend our sincere apologies for the
circumstances outlined in Mr*** letter
I have reviewed the file that indicates on February 17, 2015, my associate, Ms***, spoke with Mrs***, and she agreed to accept the $for the non-covered costs to replace the heat pump condenserThen on March 4, 2015, Mrs*** spoke with my associate, Ms***, and agreed to pay the additional $for the replacement of the heat pump air handler
We apologize the terms and conditions of the Plan do not provide coverage in this situationWhile 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 Mr*** has additional information he believes should be considered, please advise him to forward it to me for review
Sincerely,
*** ***
Claims Manager
Old Republic Home Protection

Initial Business Response /* (1000, 5, 2016/01/08) */
Ms*** ***
Revdex.com
RE: Plan # XXXXXXXX
Dear Ms***,
Regarding the service request for the shower valve; I have reviewed the file that indicates the plumber from AZ Plumbing diagnosed the shower valve must be replaced,
and in order to complete the repair, access is required through the shower enclosure
Please refer to page of the Plan that states:
"Access:
AWhen covered heating and plumbing service is performed, access will be
provided through unobstructed walls, ceilings and floors onlyIn that case, we
will return access opening to a rough finish condition (concrete, mud, wire,
drywall and tape)."
According to the file, on January 6, 2015, my associate, Ms***, spoke with Ms*** and is following up to assist her with resolving the service requestIf Ms*** has any questions, please advise her to contact Ms*** at XXX-XXX-XXXX Ext*** for assistance
ORHP appreciates Ms*** 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,
*** ***
Plan Compliance Manager
Old Republic Home Protection

Initial Business Response /* (1000, 6, 2014/07/09) */
Ms*** ***
Revdex.com
Re: Plan # XXXXXXXX
Dear Ms***,
Regarding the service request for the mainline stoppage; on behalf of Old Republic Home Protection (ORHP) and its employees, please extend our sincere apologies for the
circumstances outlined in Mr***'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 improvementBased on the information Mr*** provided, I have taken personal responsibility to address the issues outlined
I have reviewed the file that indicates ORHP has authorized the repair of the mainline stoppage in accordance with the terms and conditions of the Plan
If Mr*** has any questions, please inform him to contact my associate, MrHewitt, at XXX-XXX-XXXX ext *** for assistance
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 regards,
*** ***
Claims Manager
Old Republic Home Protection
Initial Consumer Rebuttal /* (2000, 8, 2014/07/12) */
(The consumer indicated he/she ACCEPTED the response from the business.)
Revdex.com reaching out to ORHP triggered a much better response than I had been gettingThey approved the needed repairs by a local plumber

I am writing this letter to express my extreme dissatisfaction at the services provided (or lack thereof) by Old Republic for my claim filed on ***
The technicians from *** *** Service that provided my house call were very knowledgeable and helpful in my case, and sent their report to Old RepublicHowever, when contacted by an Old Republic representative, I was in informed that neither of my appliance issues would be covered, after paying out the $trade feeThe representative explained that his interpretation of the technician’s report allowed both of my legitimate appliance issues fell under one of the many exceptions to policy that my Warranty containedAfter contacting the technicians at *** again, and assuring me that issues they repair with warranty companies like mine are often and should be covered, contacted customer service for Old Republic, in which the representative seemed to be accusatory of the legitimacy claim, to which I was offended and stopped pursuing coverage to fix my appliances under that work order
I have received two notices for renewal of my Warranty via mail since these events have taken placeI regret to inform them that because of my dissatisfaction with the service and how those events took place, I will no longer be renewing my home warranty coverage with Old Republic

Initial Business Response /* (1000, 5, 2016/02/15) */
Dear Ms***,
Please inform Ms*** the reimbursement check was mailed to her on February 10, If she has any questions, please advise her to contact us at 800-*** for assistance
Sincerely,
***
Plan Compliance Manager
Initial Consumer Rebuttal /* (2000, 7, 2016/02/17) */
(The consumer indicated he/she ACCEPTED the response from the business.)
I will wait for the check

Initial Business Response /* (1000, 5, 2014/08/29) */
Ms*** ***
Revdex.com
Plan # XXXXXXXX
Dear Ms***,
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***'s letter
ORHP, like other home warranty companies, uses Independent Network Service Providers to service our Plan HoldersAlthough 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*** 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 my associate, Ms*** is reviewing the file, and will contact Mr*** to resolve his service request
If Mr*** has any questions, please inform him to contact MsHighsmith at XXX-XXX-XXXX ext *** for assistance
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 regards,
*** ***
Claims Manager
Old Republic Home Protection