Old Republic Home Protection Company, Inc.

I had a shower head that broke off, but the threads of the shower head remained screwed in - the pipe broke just after the threads - this part was in the wall (you had to look through the hole in the tile to see the broken pipe that remained). The shower head came off and the break in the pipe was easily visible.
I submitted a work order to Old Home Republic and their plumber came to look at the problem. The plumber took pictures of the broken shower head and the hole in the tile. He told me something about the pipe being soldered and said that the wall and tile would have to be cut into, removed, and then new tile affixed to the wall to fix the issue. With this diagnosis the work order would have to be reviewed by OHR to see if the repairs were covered. I paid the $60 service fee and he left.
The work order was reviewed by OHR and denied, with no explanation. When I followed up with OHR for more detail, the representative told me that their assessment was that the shower head had been improperly installed and any repair would not be covered by them, since it was not a defect.
I hired a plumber to come out and look at the issue and assess the cost of the necessary repairs based on OHR's plumber's diagnosis. He looked in the hole in the wall and explained that the pipe wasn't soldered - it had just broken and the threads of the old shower head remained, making the repair a simple matter. The service he quoted was "BMP to extract nipple" i.e. removing the screw-in part from the broken shower head so that a fresh one could be attached. He then installed a new shower head. The entire process took less than 10 minutes.
I called OHR to explain the correct diagnosis of the problem. After much negotiation and explanation they told me to send the invoice from the plumber I hired and they would look at it to determine if a refund of their service fee was justified. They never got back to me. After several months of waiting, I called to follow up. They told me they couldn't tell what the plumber did and referred to the original incorrect diagnosis of an "incorrect installation" as justification for refusing to refund the service fee.
I tried to leave opinion out of the above text. Here is my opinion of OHR:
At no point has OHR or its plumbers and representatives demonstrated the basic competence and communication a reasonable person should expect from the company - do not work with them if it is at all possible to avoid it.

Initial Business Response /* (1000, 7, 2014/10/10) */
Ms. [redacted]
Revdex.com
Re: Plan # XXXXXXXX
Dear Ms. [redacted],
Regarding the denial of coverage for the drain pipe; I have reviewed the file, and according to the technician from Plumb One Plumbing Service, the drain pipe under the...

home was has separated at one of the connections, and was not the result of normal wear. In addition, he informed us that the drain pipe is not properly slopped, which will cause water to remain in the drain pipe.
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 during the term of
the Plan that:
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."
However, Old Republic Home Protection has agreed as a gesture of goodwill, to reconnect the drain pipe for Mr. [redacted], and Plumb One Plumbing Service will contact him to schedule an appointment.
If Mr. [redacted] has any questions, please inform him to contact us at XXX-XXX-XXXX for assistance.
Sincerley,
[redacted]
Claims Manager
Old Republic Home Protection

Initial Business Response /* (1000, 5, 2016/01/26) */
Ms. [redacted]
Revdex.com
Re: Plan #[redacted]

Dear Ms. [redacted],
Regarding the alleged damage caused by [redacted], the Independent Network Service Provider (INSP) dispatched by Old Republic Home Protection, during the...

installation of the new water heater on August 12, 2015; on behalf of Old Republic Home Protection (ORHP) and its employees, please extend our sincere apologies for the circumstances outlined in Ms. [redacted] letter.
ORHP, like other home warranty companies, uses INSPs 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.
Please refer to the Plan, Page 8, that states:
"General Exclusions:
D. We do not pay, nor are we liable, for secondary or consequential loss or damage;
personal or property loss or damage; or bodily injury of any kind.
E. We are not responsible for a Service Provider's neglect ... "
In order for a Service Provider to be in our Independent Service Provider Network, proof of General Liability Insurance (GLI) must be provided to Old Republic Home Protection, listing us as Additional Insured. In the event allegations are made against an Independent Network Service Provider for causing secondary or other damage during or after the performance of service, a claim must be filed with the appropriate GLI Company representing the Independent Network Service Provider, and settlement, if any, must be negotiated with them directly.
Please forward the following contact information for the INSP and their GLI Company to Ms. [redacted].
[redacted]
General Liability Insurance:
[redacted]Policy number: [redacted]
Effective 04/04/15
Expired 04/04/16
ORHP appreciates Ms. [redacted] taking the time to provide her opinion and perspective of her service experience, which in turn, provides ORHP the opportunity to improve the service we provide to our customers.
Best regards,
[redacted]
Plan Compliance Manager
Old Republic Home Protection

We recently purchased a house and our agent bought a policy through ORHP for us. It was due to be paid for in closing. Well, 6 months have gone by and my hot water tank is leaking. I call to see if this will be covered and was asked for my policy number. After reviewing what is and is not covered with the phone rep it was determined that it should be eligible for repair/replacement. I was transferred to submit a claim. I was asked a few questions and AFTER I explained the issue I was told that the policy was never paid for and the hot water tank would NOW be considered PREEXISTING CONDITION! Apparently there was a mis-communication between my agent and escrow on how it was going to be paid for, however ORHP never emailed, called or contacted anyone about the issue, including ME. I have the receipt of the policy being ordered with my info on it. Not like they don't know where I live! Then when I call, they fail to tell me that it was not effective until after I explain the issue. They basically suckered me into telling them what was wrong so now I cannot get a new water tank. Not very ethical! My agent called right away and paid for policy but that was not good enough for ORHP. Now a 30 day wait period and no coverage for tank. Apparently they do not need his money because they would not budge even when he told them to fix this or he was going elsewhere for now on. Every house he sells gets a homeowner warranty. So needless to say we have requested an immediate refund and will buy a similar policy through someone else, hopefully a more ethical company. He will no longer be buying from this company and I will be letting anyone else that I can know to beware and steer clear of this company.

Initial Business Response /* (1000, 5, 2015/09/10) */
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.
As a result of the circumstances that occurred, and strictly as a matter of goodwill, ORHP has agreed to refund the Trade Call Fee, and a check will be mailed to Ms. [redacted] within the next ten business days.
According to the file, my associate, Mr. Balagtas, is following to ensure the service request is resolved in a timely manner. If Ms. [redacted] has any questions, please advise her to contact Mr. Balagtas at XXX-XXX-XXXX Ext. [redacted] for assistance.
ORHP appreciates Ms. [redacted] taking the time to provide her opinion and perspective of her service experience, which in turn, provides ORHP the opportunity to improve the service we provide to our customers.
Best regards,
[redacted]
Plan Compliance Manager
Old Republic Home Protection

Ms. [redacted]
Revdex.com
 

size=3>Re:      Plan [redacted]
 
Dear Ms. [redacted],
 
Regarding the service request for the faucet, and the settlement in lieu of replacement; I have reviewed the file that indicates our covered cost to replace the faucet in accordance with the terms of coverage was $140 for the faucet and labor to install it.
 
The file indicates that on June 29, 2016, the plumber from Plumbing Express diagnosed the guest bathroom faucet had failed and required replacement. Old Republic Home Protection (ORHP) authorized the replacement for $140, parts and labor.
 
On July 7, 2016, the Plan Holder, Mr. [redacted], contacted ORHP and advised us that the plumber did not have a replacement faucet on his truck when he was at the home on June 29th , and he was advised by the plumber that he would have to order it and return to complete the repair. Mr. [redacted] advised us that he wanted to upgrade the faucet, and that had he ordered a new faucet himself, and would like to have the plumber return to install it. Mr. [redacted] was offered a settlement of $140, less the technician’s $60 service charge, which represents what our cost would have been to complete the repair. Mr. [redacted] was mailed a check for $80 on July 20, 2016.
 
Please extend our apology if there was a misunderstanding with regard to the covered cost of the repair, and the amount of the settlement.
 
In view of this situation, ORHP will agree as a gesture of goodwill, to refund Mr. [redacted] his $60 Trade Call Fee, and he should receive a check within 20 days.
 
Sincerely,
 
[redacted]
Plan Compliance Manager
Old Republic Home Protection

Initial Business Response /* (1000, 5, 2015/07/06) */
Ms. [redacted]
Revdex.com
Re: Plan # XXXXXXXX
Dear Ms. [redacted],
Regarding the service request for the dishwasher; on behalf of Old Republic Home Protection (ORHP) and its employees, please accept our sincere apologies for the...

circumstances outlined in Ms. [redacted]'s letter.
I assure you, ORHP employees value the trust each of our Plan Holders place in us to resolve their service request in a timely and professional manner and when this does not occur, steps are taken to review what went wrong and implement improvement.
I have reviewed the file that indicated my associate, Ms. [redacted] spoke with Ms. [redacted] and informed her that she only paid one $75 Trade Call Fee regarding her service request. In addition, Ms. [redacted] was given the option of a replacement dishwasher with comparable features, or a cash settlement of $585.90; which represented our cost to replace her dishwasher. Ms. [redacted] advised Ms. [redacted] that she already purchased a new dishwasher, and she accepted the cash settlement. A check for $585.90 has been processed and will be mailed to Ms. [redacted] within the next ten business days.
If Ms. [redacted] has any questions, please advise 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, 8, 2015/07/12) */
(The consumer indicated he/she ACCEPTED the response from the business.)
Even though I am accepting the response from ORHP, one of the two major reasons I filed this complaint was not addressed. Information was withheld from me during the initial contact with Ms. [redacted] on July 1, 2015. She refused to tell me the amount ORHP would pay for the REPLACEMENT of the dishwasher. This was an attempt to be coerced into making an uninformed decision, in order to save ORHP money. I only had the cost of repair...which by the way was misquoted based on information from the repairman that works for ORHP. If she would have just told me the REPLACEMENT amount they would pay, perhaps this could have all been avoided. This used to be a company that was dependable and easy to deal with but that is definitely not the case anymore. They can't even spell my last name the same as shown in their response.

Initial Business Response /* (1000, 5, 2014/03/14) */
Ms. [redacted]
Revdex.com
Re:Plan # XXXXXXXX
Please inform Mr. [redacted] that Old Republic Home Protection has agreed, strictly as a matter of goodwill, to waive the past due Ttade Call Fee.
If he has any questions, please inform him to...

contact me for assistance.
Sincerely,
[redacted]
Claims Manager
Old Republic Home Protection

Initial Business Response /* (1000, 5, 2014/09/11) */
Ms. [redacted]
Revdex.com
Re: Plan # XXXXXXXX
Dear Ms. [redacted],
Regarding the service request for the sewer smell upstairs; 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.
Based on the information Mr. [redacted] 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 Old Republic Home Protection has dispatched a different Independent Network Service Provider to diagnose the service request.
If Mr. [redacted] has any questions, please inform him to contact us at XXX-XXX-XXXX 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]
Claims Manager
Old Republic Home Protection
Initial Consumer Rebuttal /* (3000, 7, 2014/09/28) */
(The consumer indicated he/she DID NOT accept the response from the business.)
So, old republic sent out another plumber on the 11th. The plumber inspected the plumbing and said we needed to do a smoke test/open up the wall to find out he source of the leak, but it was late in the evening and he couldn't get ahold of old republic to approve the work so he would call them to get approval in the morning. The following day old republic called me and gave me the same ** excuse: "the plumber said he did not find any water leaking or evidence of a leak so we won't cover the issue". I have invoices from botg plumbers statimg they reccomend a smoketest/opening the wall to fix the leak so I informed the lady that they must have made a mistake because this is the second plumber they've sent out and the second ime they have tried to dodge paying for the repair the plumber has recommended. She said she was going to contact the plumber to double check what he said so she put me on hold. 10 min later she returned and said that the conversation with the plumber was going to take a while and she would call me back as soon as they had concluded. They must really be tired of talking as I am still waiting for a return phonecall 2 and a half weeks later
Final Business Response /* (4000, 9, 2014/09/30) */
Dear Ms. [redacted],
Please extend my sincere apology to Mr. [redacted] for the circumstances that have occurred. I have instructed American Plumbing to take whatever steps they deem necessary to determine the cause of the sewer smell; including a smoke test of the vent pipe if necessary. American Plumbing will contact Mr. [redacted] to schedule an appointment.
If Mr. [redacted] has any questions, please inform him to contact us at XXX-XXX-XXXX for assistance.
Sincerely,
[redacted]
Old Republic Home Protection

Initial Business Response /* (1000, 5, 2015/06/19) */
Ms. [redacted]
Revdex.com
Re: Plan XXXXXXXX
Dear Ms. [redacted],
Regarding the service request for the refrigerator; I have reviewed the file that indicates my associate, Ms. [redacted] spoke with Mr. [redacted] to discuss either replacing...

the refrigerator or accepting a cash settlement. The information was emailed to Mr. [redacted] today, and when he makes a decision, please advise him to contact Ms. [redacted] at XXX-XXX-XXXX ext. [redacted] for assistance.
Sincerely,
[redacted]
Claims Manager
Old Republic Home Protection

Initial Business Response /* (1000, 5, 2014/05/29) */
Ms. [redacted]
Revdex.com
Plan # XXXXXXXX
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 to Mr. [redacted] for the...

issues outlined in his letter.
Please inform Mr. [redacted] that his service request was dispatched to Northeast Florida Heating and Air (phone number XXX-XXX-XXXX), the independent network Service Provider that serviced his home [redacted] 25th.
We apologize for any delay providing service and please inform him there will not be an additional Trade Call Fee since this service was requested within the 30 day recall period.
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, 2014/05/31) */
(The consumer indicated he/she DID NOT accept the response from the business.)
It's been 3 days since I received an email from Old Republic stating that NE FL Heating & Air has been advised to contact me for an appointment to fix our a/c and I we still have not heard from them. Meanwhile our a/c is only working intermittently, it's 90+ degrees out and we still have 2 senior citizens and a newborn baby in the house. When I've previously tried to get NE FL H&A to come out on a weekend, they would only do so if advised that it was an emergency so we are most likely going to have to spend the weekend hoping that the a/c will come on when we need it to or plan to spend our weekend outside of the house seeking splice from the Florida heat. Apparently, there is no accountability or follow through with Old Republic and its subcontractors.
Final Business Response /* (4000, 9, 2014/06/04) */
Dear Ms. [redacted],
Since Mr. [redacted] require a Saturday appointment, please inform Mr. [redacted] his service request has been re-dispatched to TLC Indoor Air Service (XXX-XXX-XXXX) and they will accommodate a Saturday appointment. If Mr. [redacted] has not heard from TLC today, please advise him to contact them directly for assistance.
On behalf of Old Republic Home Protection, we extend our sincere apologies for the delay.
Best regard,
[redacted]
Claims Manager
Old Republic Home Protection

Complaint: [redacted]As previously noted, Old Republic's response is completely inadequate and rejected. 
Best,
[redacted]

Complaint: [redacted]I am rejecting this response because: old republic still has not and I'm assuming will not take accountability. They are not giving the same story as I am getting from the same contractor. At this point I will hire and apply the 500 dollars toward the 2500 dollar repair ( as per 1 of the previous contractors quote to repair) I am extremely disappointed in old republic and lost an entire summer of use at my vacation home due to their slow and poor handling of my issue. They have stretched this project and refused to take accountability of this issue since May. This will be close to 6 months, they are a very poor company and I will chalk it up as a losss in dealing with them as it seems they will not correct the damage caused by a job that should have never been done wrong in the first place. If old republic would have payed more attention to the job in the first place they wouldn't have accepted the completed work by their contractor because it was done wrong to their standards. I will start my complaint process and review process to every outlet I know of. Absolutely terrible company with zero regard for quality control and making things right on their failed projects. I will not accept anything other than this job being re- done in a professional manner. And shame on old republic for not even attempting to resolve this problem until I filed with the Revdex.com .Sincerely,[redacted]

Do not waste your money on a home warranty with this company. We purchased this house a few years ago and the sellers had this warranty on the sale and we renewed it. After reading the [redacted] site it sounds like we are not alone. We had our ac and heater serviced by the company which we pay for by a [redacted] certified reputable hvac company a couple of weeks ago as it was not cooling properly and running constantly. We have a package unit which is outdoors and contains the heater and ac unit. They told us the unit had holes in the heat exchanger which needed to be replaced and the a.c.unit needed replacing since it was falling apart add our was not worth repairing a unit way past it's expected life span. We called the manufacture of our unit and found out it was 15 years old and the unit was only warrantied to last 10 years as it sits outdoors less than 2 miles from the ocean and we were lucky it lasted 15 years. We called OHRP since we needed their contractor too come look at the unit. We live in a city with a million people and they could not get someone to come out for a week. OHRP told me they only had 2 contractors and the company they sent the claim to had rejected the call. I called the vendor and they said Ohrp had sent then 50 calls that day and they could not possibly get too all of them and that's why they rejected it. Eventually another vendor did come to our house and as many customers of OHRP HAVE said....shoddy shoddy shoddy...unheard of company...never gave us any paper work and would not let us pay him for the service call. He first told me he could not find the holes in the heat exchanger that the reputable company found...but he finally found them. He did say the ac unit was falling apart...but when he turned in whatever electronic report that we cannot get a copy of.... That he send to his primary client/source of business OHRP...he reported that the ac unit must have been damaged by cleaning. Well...of course that gets Ohrp out of paying for any repairs or replacement of the ac unit since they can blame the ac units deterioration on improper cleaning. OHRPs solution is to repair the heat exchanger but not the ac....you can only hook up one package unit to the duct work...are we supposed to live with out ac...their contractors are the cheapest they can find and they will do or say whatever benefits the insurance company. We have had several reputable [redacted] certified hvac contractors out to quote us for a new unit and all have agreed the old unit is falling apart and that it is past it's expected life span. OHRP will hire vendors that have no other business and surprise they claim maintenance caused the problem after looking at the unit for 10 minutes. This unit has been maintained twice a year for 15 years by the same reputable company that is used by many of our neighbors under two different homeowners. It's been maintained so well is been operating years past it's life expectancy. Of course OHRP says the maintenance from this large reputable company in bus for over 50 years with glowing customer reviews... caused damage to the ac unit...not our 90 percent year round humidity or the ocean a mile or two away...and 10 months a year of ac usage in 95+ degrees...nahhh...it was the improper cleaning of the unit with our garden hose.

Initial Business Response /* (1000, 5, 2015/07/10) */
Ms. [redacted]
Revdex.com
RE: Plan # XXXXXXXX
Dear Ms. [redacted],
Regarding the service request for the air conditioners; 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.
As a result of the circumstances that occurred, and strictly as a matter of goodwill, ORHP has agreed to waive the Trade Call Fee for the service request placed on June 23, 2015.
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, 2014/06/19) */
[redacted]
Revdex.com
Re: Plan # XXXXXXXX
Dear Ms. [redacted],
Regarding the service request for the plumbing stoppage; I have reviewed the file that indicates the plumber from Service Pros diagnosed there is a grease stoppage in the...

drain line that must be cleared with hydro jet equipment through an accessible ground level cleanout. The plumber informed us he is unable to locate an accessible ground level cleanout, and that it must be located or installed in order to complete the repair.
Please refer to page 3 of the Plan under Plumbing Coverage that states:
"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."
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 Mr. [redacted] has any questions, please inform him to contact us at XXX-XXX-XXXX for assistance.
Sincerely,
[redacted]
Claims Manager
Old Republic Home Protection

Initial Business Response /* (1000, 6, 2014/05/22) */
Ms. [redacted]
Revdex.com
Re: Plan # XXXXXXXX
Dear Ms. [redacted],
Regarding the service request for the air handler, and the denial of coverage to replace the condenser heat pump; I have reviewed the file and the replacement of the air...

handler is covered by the terms of the Plan. However, a Florida State Mandate requires existing equipment (in this case, the outdoor condenser) be matched in efficiency to the new replacement equipment (the air handler).
The state of Florida enacted a mandate effective March 31, 2009 that requires new air conditioner installations be matched in efficiency unless the equipment being installed is approved by AHRI standards of compatibility or the manufacturer will provide a letter ensuring the compatibility of the new air handler with the existing condenser. Unfortunately, the Purchasing Department at ORHP was unable to locate a replacement air handler that meets either of these requirements. As a result, the condenser must be replaced in order to comply with state of Florida requirements.
Please refer page 8 of the Plan under General Exclusions 4.B. that states:
"B. Except where noted, we do not pay for upgrades; components; or equipment
required due to the incompatibility of the existing equipment with the
replacement system; appliance; or component; or with new types of chemicals
or material utilized to operate the replacement equipment. This includes without
limitation, differences in technology; refrigerant requirements; or efficiency as
mandated by federal, state or local governments. If upgrades are required, we
cannot perform service until you complete corrective work. If additional costs
are incurred in order to comply with regulations, we will not be responsible for the added expense..."
While the intent of Old Republic Home Protection is provide as much coverage as possible, the Plan is not all inclusive and there are limitations which are standard in the home warranty industry. Please extend our sincere apologies to Mr. [redacted] that the terms and conditions of the Plan did not cover all the costs in this situation.
If Mr. [redacted] has any questions, please inform him to contact us at XXX-XXX-XXXX for assistance.
Sincerely,
[redacted]
Claims Manager
Old Republic Home Protection
Initial Consumer Rebuttal /* (2000, 8, 2014/05/23) */
(The consumer indicated he/she ACCEPTED the response from the business.)

Initial Business Response /* (1000, 5, 2014/03/13) */
Ms. [redacted]
Revdex.com
Re: Plan # XXXXXXXX
Dear Ms. [redacted],
In regard to the non-covered costs for the replacement of Mr. [redacted]'s air conditioner; I have reviewed the file that indicates the independent network Service Provider...

diagnosed the air handler (indoor unit) failed as a result of normal use and requires replacement.
The replacement of the air handler is covered by the terms and conditions of the Plan. However, a Florida State Mandate requires existing equipment (in this case, the outdoor condenser) be matched in efficiency to the new replacement equipment (the air handler).
The State of Florida enacted a mandate effective March 31, 2009 that requires new air conditioner installations be matched in efficiency unless the equipment being installed is approved by AHRI standards of compatibility or the manufacturer will provide a letter ensuring the compatibility of the new air handler with the existing condenser.
Our Purchasing Department was unable to locate a replacement air handler that meets either of these requirements. As a result, the condenser must be replaced in order to comply with the State of Florida requirements.
Please refer to General Exclusions that states:
"B. Except where noted, we do not pay for upgrades; components; or equipment
required due to the incompatibility of the existing equipment with the
replacement system; appliance; or component; or with new types of chemicals
or material utilized to operate the replacement equipment. This includes without
limitation, differences in technology; refrigerant requirements; or efficiency as
mandated by federal, state or local governments. If upgrades are required, we
cannot perform service until you complete corrective work. If additional costs
are incurred in order to comply with regulations, we will not be responsible for the added expense..."
In addition, there are other non-covered costs required for the replacement of the air handler. The following is a breakdown of all the non-covered costs required for the replacement of the air conditioner:

$ 100 Float switches
$ 10 Armor flex
$ 95 Secondary drain pan
$ 35 Heat shield
$ 95 Hanging kit
$ 150 Disposal
$ 45 Plenum Modifications
$ 150 Electrical modifications
$ 275 Permit fee
$ 125 Line flush
$1,080 Total non-covered costs for air handler
$2,100 Replacement of the condenser due to AHRI Mandate
$3,180 Total non-covered costs
Please also refer to Limits of Liability that states:
Permits and Other Fees:
A. You may be responsible for the payment of additional fees not covered according
to the terms and conditions of the Plan. These fees may include, but are not
limited to:
1. The cost of permits.*
2. The cost to haul away systems or appliances that have been replaced under
the terms of coverage.*
4. The cost of construction, carpentry or other modifications made necessary
by existing or installing different equipment.**

While the intent of Old Republic Home Protection (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. Please extend our sincere apologies to Mr. [redacted] that the terms and conditions of the Plan did not cover all costs in this situation.
ORHP values Mr. [redacted] as a customer, and we hope he continues to realize the value of the Plan, and the many benefits it provides.
If Mr. [redacted] has any additional 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, 11, 2014/04/03) */
Good Afternoon [redacted],
Since I have not heard back from you or your office relative to the referenced
case, I am forwarding my March 21, 2014 reply again.
Please advise. Thank you!
On Friday, March 21, 2014 2:13 PM, [redacted] I wrote:
Good afternoon [redacted],
In reviewing documents concerning the referenced company, their business
requirements, and practices in Florida, I have come across a Florida Statute that
relates both to the essence of my complaint and the apparent failure of Old Republic Home Protection to comply with an applicable Florida Statute.
Based on Old Republic Home Protection failing to abide by the terms of the agreement as I interpret them, and the Florida Statute dictating the method
by which a home warranty company may limit exposure, it remains inappropriate for
me to accept the reply Old Republic Home Protection has provided your office.
I would appreciate a suggestion which offers a resolution. For your review, I am providing the Florida Statute to which I make reference.
Thank you for your assistance and I look forward to hearing from you.
FL Statute 634.312
(4)All home warranty contracts must disclose any exclusions, restrictions, or limitations on the benefits offered or the coverage provided by the home warranty contract in boldfaced type, and must contain, in boldfaced type, a statement on the front page of the contract substantially similar to the following: "Certain items and events are not covered by this contract. Please refer to the exclusions listed on page of this document."

Initial Business Response /* (1000, 5, 2015/04/16) */
Ms. [redacted]
Revdex.com
Re: Plan XXXXXXXX
Dar Ms. [redacted],
Regarding the denial of coverage for the plumbing stoppage and heat pump; I have reviewed the file and the following is a brief summary of the service requests.
03/06/15 Plan...

becomes effective for the Plan Holder.
03/15/15 Service request: stoppage in several drains in the home.
Dispatched: Drainblaster Plumbing Service
03/16/15 The Plan Holder called Old Republic Home Protection (ORHP), and advised us that he did not hear from Drainblasters Plumbing in a timely manner to schedule an appointment, and since all the plumbing in his home was stopped up, he hired Mr. [redacted] an Outside-Of-Network Contractor (OONC), to repair the stoppage.
Although the Plan does not reimburse for unauthorized repairs, as a gesture of goodwill, ORHP agreed to discuss the diagnosis with the Plan Holders OONC.
My associate, Ms. [redacted] spoke with [redacted] from Mr. [redacted], and he informed her that he was unable to locate a ground level cleanout, and had to clear the stoppage from a roof vent.
Please refer to page 3 of the Plan under Plumbing Coverage that states:
Covered
"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; including
hydrojetting if stoppage is unable to be cleared with cable.
Not Covered: ... In the event of a stoppage: access to drain lines from vent ... and
costs to locate, access or install a ground level cleanout."
Based on the information provided by James, and the terms and conditions of the Plan, coverage was denied.
03/28/15 Service request: heat pump is blowing warm air
Dispatched: 1st Class Comfort Heating and Air
03/31/15 Status: the technician, [redacted], diagnosed the condenser wires were not connected, and the heat pump could not have been in good operating condition on the effective date of the Plan.
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."
04/02/15 My associate, Ms. [redacted], reviewed the file and spoke with Mr. [redacted]. She agreed to dispatch a different Independent Network Service Providers to provide a second opinion regarding the failure of the heat pump.
Dispatched: Southern Services
04/03/15 Status: the technician from Southern Services confirmed the diagnosis by 1st Class Comfort and coverage was denied.
04/07/15 Mr. [redacted] called Ms. [redacted] and advised her that he hired an OONC who believes our Service Provider's diagnosis were incorrect, and completed the repair for $189. Mr. [redacted] agreed to provide Ms. [redacted] the diagnosis and invoice for review.
As of today, Ms. [redacted] has not received the information from Mr. [redacted].
Please advise Mr. [redacted] to provide the diagnosis and invoice to Ms. [redacted] at his earliest
convenience, and if he has any questions, she can be contacted at XXX-XXX-XXXX ext. [redacted].
Sincerely,
[redacted]
Claims Manager
Old Republic Home Protection

Initial Business Response /* (1000, 5, 2014/06/13) */
Ms. [redacted]
Revdex.com
Re: Plan XXXXXXXX
Dear Ms. [redacted],
Regarding the service request for the clothes washer; 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 Provider and individuals involved, ensuring they understand the result of their actions and comments.
According to the file, on June 11th, 2014, we a left a message for Mr. [redacted] to discuss the options to resolve his service request. Please inform him to contact us at XXX-XXX-XXXX 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]
Claims Manager
Old Republic Home Protection
Initial Consumer Rebuttal /* (3000, 7, 2014/06/16) */
(The consumer indicated he/she DID NOT accept the response from the business.)
After reading the response from ORHP, I'm positive at the expiry I will not be renewing my warranty. Mr. [redacted], states toward the end of his boiler plate discourse that he appreciates the time I took to express my opinion and perspective. So I will take some more of my time to provide more facts.
Fact 1: No effort was made by ORHP service to provide resolution to this issue in a swift and timely manner, all actions by ORHP we reactive vice the proactive customer service they tout on their website.
Fact 2: ORHP asserts that despite their best efforts "occasionally" independent service providers employed by them provide unacceptable service. Yet what was visibly absent in Mr. [redacted]'s poor excuse for a Mea Culpa were actions that ORHP was taking to ensure no other customer would have to go through this ordeal.
Fact 3: Not once has an apology been offered to me for the shamefully poor service or inconvenience I have been put through to simply get a clothes washer repaired or replaced; instead a proffered attempt via the Revdex.com.
Fact 4: The most honest information that I received from ORHP was that given by [redacted] who stated during a call that OHRP was going to do what was best for the company in regards to repair or replacement of my washer. I thanked him for his candor; it was refreshing to hear the truth.
ORHP gave me two options to resolve this issue, (1) a replacement washer (GE Brand) or (2) a cash-out offer. I elected the cash-out offer as I prefer to actually closely examine what I'm getting. For a company that touts its customer service as the pre-eminent pillar of their business model (at least publicly), their actions on this occasion (fact not opinion) fell woefully short. Not once during this process did ORHP take any measures proactively to resolve the issue, when the information was resident in their own database system. The first technician diagnosed the problem and further stated that the malfunction was due to normal wear and tear (9 year old washer) and that he would be unable to repair it because it was a two-person job and he worked alone. Then another company was assigned and they don't even work on frontload washers (so much for assigning qualified contractors or utilizing the information they captured on their website when a request for repair is made). The third technician's report to ORHP speaks for itself (no integrity or irresponsible data processing). I would imagine with more than 800 complaints that ORHP would have amassed many steps to resolve customer issues in a much more efficient manner. Even with my choosing the cash-out option, I was advised that it could take up to 15 business days to receive my remuneration and I'm in the same state as their home office.... Finally my opinion, OHRP is more concerned with actuarial tables than customers and anything that will reduce profitability such as customer care is to be avoided if at all possible.
Final Business Response /* (4000, 9, 2014/06/20) */
Ms. [redacted],
Please inform Mr. [redacted] that we sincerely apologize for the circumstances that occurred during this service request, and assure him that I have addressed the issues with the Service Providers and individuals involved.
We value Mr. [redacted] as a customer, and we hope to have another opportunity to provide him with the level of service he wants and deserves.
With regard to the clothes washer service request; I have confirmed the cash settlement check was processed and mailed on June 19th, 2014.
If Mr. [redacted] has any additional questions, please inform him to contact us at XXX-XXXX-XXXX for assistance.
Sincerely,
[redacted]
Claims Manager
Old Republic Home Protection
Final Consumer Response /* (2000, 11, 2014/06/23) */
(The consumer indicated he/she ACCEPTED the response from the business.)
Received payment.....