Old Republic Home Protection Company, Inc.

Initial Business Response /* (1000, 5, 2015/12/01) */
Ms. [redacted]
Revdex.com
RE: Plan # XXXXXXXX
Dear Ms. [redacted],
Regarding the service request for the water heater; 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.
I have reviewed the file that indicates my associate, Mr. [redacted], has spoken with Mr. [redacted], and will follow up to ensure the service request is resolved in a timely manner.
In addition, as a result of the circumstances that occurred, and strictly as a matter of goodwill, Mr. [redacted] has agreed to honor Mr. [redacted]'s request to waive the Trade Call Fee.
If Mr. [redacted] has any questions, please advised him to contact Mr. [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 /* (3000, 7, 2015/12/02) */
(The consumer indicated he/she DID NOT accept the response from the business.)
Dear [redacted],
I appreciate that Mr. [redacted] has agreed to waive the service call. The contractor that you sent said "this was directly related to the repair that was originally preformed." I should have not had to pay it again. But I am thankful there is some goodwill in your company as your customer service associates fail to demonstrate it.
It still does not change the fact that the water heater is not fucntioning properly. The first repair did not even last 3 months. There is no telling how long the 2nd repair will last. I did purchase a premuim policy from your company and this water heater is covered under that policy. I do not understand why there is so much hesitation from your company to replace it?Your first attempt at replacing the faulty part failed, and now your are replacing the same part again? Doesn't seem right to me. There is clearly something wrong with my water heater. Your an insurance company and are expected to cover these issues when they occur. It seems that you are keeping the company's profits in mind and are forgetting its the consumers that keep you in business. I do expect your company to act in good faith and replace my water heater. I can no longer accept these temporary fixes or patching of my water heater with mismatched parts. I feel that this is a dangerous appliance to have in my home at this point. The pilot light can go out at any moment. Please do what is right and keep my family and I safety in mind.
I need you to have the water heater replaced or have Mr. [redacted] contact me with a reasonable cash out offer. That would not only cover the replacement cost of the water heater but the installation charges for me to hire my own plumber.
Thank you for taking the time to deal with this matter.
[redacted]
Final Business Response /* (4000, 9, 2015/12/03) */
Dear Ms. [redacted],
Please advise Mr. [redacted] if the water heater fails again within the term of his Plan, I have noted in his file that we are to replace the water heater in accordance with the terms and conditions of the Plan. At this time, the Service Provider advised us he is confident the water heater has been repaired. Please extend our apologies to Mr. [redacted] for any inconvenience this has caused. If he has any further questions, please advise him to contact my associate, Mr. [redacted] at XXX-XXX-XXXX Ext. [redacted] for assistance.
Sincerely,
[redacted]
Plan Compliance Manager
Old Republic Home Protection
Final Consumer Response /* (2000, 11, 2015/12/04) */
(The consumer indicated he/she ACCEPTED the response from the business.)

Initial Business Response /* (1000, 5, 2014/07/01) */
Ms. [redacted]
Revdex.com
Re: Plan # XXXXXXXX
Dear Ms. [redacted],
Regarding the service request for the microwave oven; 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, my associate, Ms. [redacted] has spoken with Mr. [redacted] to resolve his service request in a timely manner.
If Mr. [redacted] has any questions, please inform 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]
Claims Manager
Old Republic Home Protection

Initial Business Response /* (1000, 5, 2015/01/07) */
Ms. [redacted]
Revdex.com
Re: XXXXXXXX
Dear Ms. [redacted],
On behalf of Old Republic Home Protection and its employees, please extend our sincere thanks to Ms. [redacted] for being an Old Republic Plan Holder. It was a pleasure...

serving her the past few years. Upon review of her file, we concluded that her Plan is ineligible for renewal. We apologize for any inconvenience this may cause.
Please refer to RENEWAL/TRANSFER/CANCELLATION that states:
"RENEWAL/TRANSFER: This Plan is transferable. This Plan may be renewed at our discretion only. In that event, you will be notified of the prevailing rate and terms of renewal. Premium rates may increase upon renewal..."
In the event Ms. [redacted] wants to maintain her home warranty coverage, she may wish to contact another Home Warranty Company to obtain coverage. We recommend visiting the National Home Service Contract Association website at homeservicecontract.org for a list of reputable companies. We do not suggest companies that sell home warranties strictly over the internet, as many are not properly licensed and/or regulated as required.
Once at the site, click on the map, click on the appropriate state, and a list of NHSCA Member companies that conduct business in that state will appear. Please do not call the NHSCA, as they do not recommend specific providers, and are not staffed to provide additional assistance.
Again, we apologize for any inconvenience our decision has caused Ms. [redacted].

Respectfully,
Old Republic Home Protection Co., Inc.

Old Republic HP was called on an upstairs air conditioner not working in July 2015. We had 12 or more service calls and changed service companies 5 times without the issue being resolved. The bedroom is upstairs, I worked nights [trying to sleep during day]. We live in southern Texas and it was HOT. They worked by trial and error instead of knowing what the actual problem was. Some of the repairmen were unprofessional,rude, late for appts. or just didn't show up. They replaced batteries in the thermostat, added R-22, new MFD cap, tightened screws, a new condenser [outdated and we had to pay additional $300.00 out of pocket] and a new thermostat. Finally in Nov. we were told we needed a new air handler. We were also told they couldn't place it back in the attic due to code specifications. We would need to remodel a linen closet upstairs[their estimate $2500.00 out of pocket or do it ourselves]. ORHP needs to have better and more knowledgeable service companies. Our time and money was wasted. The company only has excuses. I don't know how they have an A+ Revdex.com rating ! We took a cash out option and only received $638.94 back plus the $300. we had to pay out of pocket for the outdated condenser. You can only imagine what kind of system or service company that would buy! We bought a new system from a different company and they placed it in the attic meeting all code specifications and above. I would never recomment ORHP

Initial Business Response /* (1000, 6, 2014/09/25) */
Ms. [redacted]
Revdex.com
Dear Ms. [redacted],
Regarding 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 Mr. [redacted] letter....


Please inform Mr. ** to provide me his Plan number and I will review the file regarding the 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,
[redacted]
Claims Manager
Old Republic Home Protection

Initial Business Response /* (1000, 5, 2015/07/23) */
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 Ms. [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.
According to the file, A & A Air Conditioning completed the repair of the air conditioner on July 22, 2015, and the air conditioner system was operating as designed.
If Ms. [redacted] has any further needs for service, please advise her to contact us at XXX-XXX-XXXX 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

Ms. [redacted]Revdex.comRe: Plan [redacted]Dear Ms. [redacted],Regarding the service request for the dishwasher; I have reviewed the file that indicated on March 22, 2016, my associate, Ms. [redacted], spoke with Ms. [redacted], and she advised her that the dishwasher had not operated...

properly since 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 arereported, during the term of the Plan that:B) Were correctly installed and working properly on the effective date of the Plan, andC) Have become inoperable due to normal wear and use (including rust, corrosion, andchemical or sediment build-up), after the effective date of coverage. Pre-existingconditions are not covered."Please extend our apologies to Ms. [redacted] that the terms and conditions of the Plan do not provide coverage in this situation. While the intent of ORHP is to provide as much coverage as possible, the Plan is not all inclusive and there are limitations which are standard in the home warranty industry.If Ms. [redacted] has any additional information she believes should be considered, please advise her to provide it to me for review. Sincerely, [redacted]Plan Compliance ManagerOld Republic Home Protection

Initial Business Response /* (1000, 5, 2015/09/29) */
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.
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 individuals involved, ensuring they understand the result of their actions and comments.
According to the file, my associate, Mr. [redacted], has spoken with Ms. [redacted], and will follow up to ensure that her service request is resolved in a timely manner. If Ms. [redacted] has any questions, please advise her to contact Mr. [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]
Plan Compliance Manager
Old Republic Home Protection
Initial Consumer Rebuttal /* (2000, 7, 2015/10/13) */
(The consumer indicated he/she ACCEPTED the response from the business.)

Initial Business Response /* (1000, 5, 2015/09/04) */
Ms. [redacted]
Revdex.com
RE: Plan # XXXXXXXX
Dear Ms. [redacted],
Regarding the service request for the pool pump; 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.
According to the file, on September 3, 2015, my associate, Ms. [redacted], spoke with Mr. [redacted] and will follow up to resolve his service request. 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 /* (3000, 11, 2015/09/30) */
Filed a complaint against ORHP I see they replied but I have not heard directly form the business to settle this compliant all they have done is answer the compliant on Revdex.com. Below are the details not sure how to replay on the same complaint already submitted without having to refile a new complaint.
Complaint
POOL SPA PUMP REPLACED WITH AN NON COMPARABLE PUMP
ORHP on or about 8/16/15 replaced my old Jacuzzi Magnum pump due to housing squirting out water to a waterway pump https://image.poolcorp.com/operation/WWP/10/WWP-XX-XXXX.pdf
After swapping out pump I noticed that the pump did not perform as my old pump. I did a little homework on the pump I was given and the pump I had and noticed that the new waterway pump they put only has 2/3 of the pumping capacity of the old pump.
I called ORHP with this information but they refused to replace pump with a more equivalent Pentair Whisperflo Pump. They said that they did their job by swapping out the pump and that the service call is closed. I told them that I have specs and information that shows that the pump they gave me is not equal to what was taken out but they did not want the information.
Below are the flow rates I gathered from the pump they gave me to the one I had and to ones more equivalent.
"Lower flow rates'' raises a flag, so I did a comparison of the flow rates for several pumps. The results are shown below. The waterway SMF looks like it underperforms your Jacuzzi pump.
1.5 hp Jacuzzi Magnum pump (reference: link)
height 30ft. 40ft 50ft 60ft 70ft 80ft
gal/min XX XX XX XX XX XX
1.5 hp Waterway SMF pump (reference: link)
height 30ft. 40ft 50ft 60ft 70ft 80ft
gal/min XX XX XX XX XX XX
1.5 hp Pentair Whisperflo pump: p/n 011773 (reference: link)
height 30ft. 40ft 50ft 60ft 70ft 80ft
gal/min XX XX XX XX XX XX
1.5 hp Pentair Superflo pump: p/n 340039 (reference: link)
height 30ft. 40ft 50ft 60ft 70ft 80ft
gal/min XX XX XX XX XX XX
To date 9/2/15 ORHP has refused to do anything to replace pump. Rather they are only using the installers comments rather then the facts I am presenting.
They have also decided to discontinue my contract with out notice for what I understand to be is to many claims. This is a warranty company that should be aware that not every home will be a winner and go without claims.
Desired Settlement
I would like to have the pump put in by ORHP replaced with a more comparable one to what I had before.
According to manufactural specs a pentair whisper flo will be a more comparable pump to the jacuzzi magnum I had before.
"Lower flow rates'' raises a flag, so I did a comparison of the flow rates for several pumps. The results are shown below. The waterway SMF looks like it underperforms your Jacuzzi pump.
1.5 hp Jacuzzi Magnum pump (reference: link)
height 30ft. 40ft 50ft 60ft 70ft 80ft
gal/min XX XX XX XX XX XX
1.5 hp Waterway SMF pump (reference: link)
height 30ft. 40ft 50ft 60ft 70ft 80ft
gal/min XX XX XX XX XX XX
1.5 hp Pentair Whisperflo pump: p/n 011773 (reference: link)
height 30ft. 40ft 50ft 60ft 70ft 80ft
gal/min XX XX XX XX XX XX
1.5 hp Pentair Superflo pump: p/n 340039 (reference: link)
height 30ft. 40ft 50ft 60ft 70ft 80ft
gal/min XX XX XX XX XX XX
Business Response
Ms. [redacted]
Revdex.com
RE: Plan # XXXXXXXX
Dear Ms. [redacted],
Regarding the service request for the pool pump; 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.
According to the file, on September 3, 2015, my associate, Ms. [redacted], spoke with Mr. [redacted] and will follow up to resolve his service request. 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
- See more at: http://www.Revdex.com.org/greater-san-francisco/business-reviews/home-warranty-p...⇄ /> Final Business Response /* (4000, 13, 2015/10/01) */
Dear Ms. Thomas,
According to the file, my associate, Mr. [redacted], spoke with Mr. [redacted] today to discuss the spa motor installed at his home. The file indicates that according to our research, the motor matches the requirements necessary for the spa, and that Mr. [redacted] will further research the equipment and contact Mr. [redacted].
Please advise Mr. [redacted] if he has additional information that he believes should be considered, to contact Mr. [redacted] at XXX-XXX-XXXX Ext. [redacted], for assistance.
Sincerely,
[redacted]
Plan Compliance Manager
Old Republic Home Protection

Initial Business Response /* (1000, 5, 2014/07/09) */
Ms. [redacted]
Revdex.com
Re: Plan XXXXXXXX
Dear Ms. [redacted],
Regarding the denial of coverage for the dishwasher; I have reviewed the file that indicates the Independent Network Service Provider dispatched by Old Republic Home...

Protection (ORHP), diagnosed the dishwasher had failed as the result of ants short circuiting the control board.
Please refer to page 8 of the Plan titled Limitations of Liability under General Limitations 1.C. that states:
"This Plan does not cover:
C. Damage caused by people, pests, or pets."
We apologize the terms and conditions of the Plan do not provide coverage in this situation. While the intent of ORHP is to provide as much coverage as possible, the Plan is not all inclusive and there are limitations which are standard in the home warranty industry.
If Ms. [redacted] has any questions, please inform her to contact us at XXX-XXX-XXXX for assistance.
Sincerely,
[redacted]
Claims Manager
Old Republic Home Protection
Consumer Response /* (3000, 11, 2014/08/21) */
I contact Revdex.com
I contacted Revdex.com lately but get NO RESPONSE and not even call or letter or "Sorry" from Old Republic or Service provider.... and no proof there was real repairman at all!
Repair company deny repairs "because it not covered" and they just tell me about crazy amount for fixing dishwasher (cheaper buy new). They say, ants there but I believe, they make photo up, because they even cannot provide to me serial number of "broken" Control Board of my dishwasher, what they should!
Here my old complaint "COMPLAINT ACTIVITY REPORT Case # XXXXXXXX Revdex.com, Inc.
Consumer Info: [redacted] Business Info: Old Republic Home Protection Company, Inc.
[redacted] PO Box [redacted]
[redacted] XXXXX [redacted] CA XXXXX-XXXX
- XXX XXX-XXXX 800 [redacted]@yahoo.com
Consumer's Original Complaint :
I have Old Republic Home warranty, but it didnt work - I again ( second time) didnt get any repairs. I file request to fix the dishwasher on company site online, get email about my request accepted (Covered Property:
[redacted] AVE [redacted] XXXXX-XXXX
Plan Number: XX-XXX-XXX Work Order Number: XXXX-XXXX Service Request: Appliances / Dishwasher
Trade Call Fee Amount: $60.00
Service Provider: FIDELITY APPLIANCES SERVICES TEAM Service Provider Telephone: (XXX) XXX-XXXX ) and wait a call from repairman. I got call, they told me, repairman will come next week. Ok. Next week come repairman, I told him, dishwasher works but didnt get much water for some reason - to wash the dishes... and spinning thing inside didnt spin much... and first he spend about hour looking around and didnt know how to get dishwasher out of cabinet and I have to help him, we take dishwasher out. Then he spend about 3 hours to looking at dishwahser and dint know how to fix it. He dont looks knowledgeable at all, or, may be, he doing something else, not looking for fix it? Well, after all, he told me, he will come next week and bring a friend. (And friend is this boss). I pay him "service call fee" - $60, because by Old Republic rules, have to pay no matter what, even if didnt get any repairs...and say, ok. Next week I got a call and they come - 2 guys, spend around 3 hours at dishwasher again and finally told me, Control Panel have problems and may be need be replaced.
They didnt tell me the number what on the Control Panel, they didnt show me where problem is, I try to take a look by myself when they open it and it looks fine.. When I call regular repairman before, he usually give to me info - what broken, what need to be fixed, how much...and if its mtter, what name and number of part, what need to be fixed. That guys just tell me I have to wait call and go away. And 2 days later I got call from Old Republic and they told me, my dishwasher not covered, because ants inside of Control Panel is not "regular wear & tear" what they fixing. And I got a call from that repair company about they will fix my dishwasher for 1300 (one thousand three hundred) dollars. For example, on ebay brand new dishwasher Viking can be purchased for $900, just if we talk about price. And used regular (white) dishwasher on craigslist costs $60...Lol. I got mine Viking stainless dishwasher with house, when I buy it, and have no idea how old it is, but its works so far, and looks brand new, just now has some litte problems, and I want to fix it, and Home warranty should help - but it didnt! All that service looks fishy to me. (Especially because before I already have situation with Old Republic, when I pay $60 and repairman come and didnt fix the plumbingBusiness Response /* (4000, 13, 2014/08/22) */
Ms. [redacted],
Ealier today, and per the requst from the Plan Hoolder, I emailed the Revdex.com and the Plan Holder the photos provided by the Service Provider regarding the ants on the control board (per the Service Provider, the failure of the control board was the result of the ants). In addition, per the request of the Plan Holder, I also emailed the part number for the control board, provided to me by the manufacturer; Viking.
Sincerely,
[redacted]
Old Republic Home Protection
Business Response /* (-10, 15, 2014/08/25) */
[redacted],
With regard to obtaining the part number for the control unit; when Fidelity Appliance provided us their diagnosis, they also provided us the model and serial number for your Viking dishwasher. Since I was unable to immediately reach someone at Fidelity Appliance to assist me, I contacted Viking directly to obtain the part number for the control unit.
As for the photos; I am confident the photos were not altered in anyway, and they are the photos of the control unit for your dishwasher. I have no proof that they are not authentic.
On behalf of Old Republic Home Protection and its employees, please accept our sincere apologies the terms and conditions of the Plan do not provide coverage in this situation.
Best regards,
[redacted]
Claims Manager
Old Republic Home Protection
Phone: XXX-XXX-XXXX ext [redacted]@orhp.com
Original [redacted]
From: [redacted] (mailto:[redacted]@yahoo.com)
Sent: Friday, August 22, XXXX XX:XX PM
To: [redacted]
Subject: Re: Plan XXXXXXXX photos of dishwasher control unit/ part number for new control board. Case # XXXXXXXX
Hello, mr [redacted]
Thank you, but information what you provide DO NOT contain any proof that Fidelity even find my Control panel. Photos I see before, and they doesnt contain info when \where they taken,(for example, when I take photos with my camera, photo then contain info when it taken and by what camera, its standard, and if photo taken by iPhone, same idea) and from photo nor you nor I can say that, and to find a Serial number of Control Panel you contact Viking, not Fidelity, so, that means, Fidelity didnt know!
And how they didnt know, if they been in my house TWICE, first 1 repairman, who even not able take dishwasher out of cabinet without my help, and second time - after week - he and his boss, and photos suppose to be photos of Control Panel!
If that photos - photos of MY dishwasher Control panel, how Fidelity didnt know the Serial number of it?!
Your letter another proof, Fidelity DO NOT doing theys job right. Isnt it?
Thats what make me file complaints, Old Republic hire some service companies, what not able to perform good service, and, when they dont doing good job, Old Republic for some reason protect them, not customers!
Thank you, anyway, your letter very interesting and informational.
Sincerely, [redacted]
On Fri, 8/22/14, [redacted] wrote:
Subject: Plan XXXXXXXX photos of dishwasher control unit/ part number for new control board. Case # XXXXXXXX
To: "[redacted]@yahoo.com"
Cc: "[redacted]"
Date: Friday, August 22, 2014, 10:03 AM
Ms.
[redacted],
Regarding the
request in your letter to the Revdex.com for photos and the part number for the control board unit; attached are the photos provided by Fidelity Appliance
Service of the control unit for your dishwasher. I have also contacted Viking (the manufacturer of the dishwasher), and the following is the part number you
requested:
Control Board unit :
PDXXXXXX
We apologize the
terms and conditions of the Plan do not provide coverage in this situation. While the intent of Old Republic Home Protection is to provide
as much coverage as possible, the Plan is not all inclusive and there are limitations which are standard in the home warranty industry.
If you have any
future needs for service, please contact us at XXX-XXX-XXXX for assistance.
Best regards,
[redacted]
[redacted]
Claims
Manager
Old Republic Home
Protection
Phone: XXX-XXX-XXXX
ext [redacted]
[redacted]@orhp.com
Disclaimer: This
message is proprietary to Old Republic Home Protection and is intended solely for the use of the individual to whom it is addressed. It may contain privileged or confidential information and should not
be circulated or used for any purpose other than for what it is intended. If you have received this message in error, please notify the originator immediately. If you are not the intended recipient, you are notified that you are strictly prohibited from using,
copying, altering, or disclosing the contents of this message. Old Republic Home Protection accepts no responsibility for loss or damage arising from the use of the information transmitted by this email including damage from virus.
Disclaimer: This message is proprietary to Old Republic Home Protection and is intended solely for the use of the individual to whom it is addressed. It may contain privileged or confidential information and should not be circulated or used for any purpose other than for what it is intended. If you have received this message in error, please notify the originator immediately. If you are not the intended recipient, you are notified that you are strictly prohibited from using, copying, altering, or disclosing the contents of this message. Old Republic Home Protection accepts no responsibility for loss or damage arising from the use of the information transmitted by this email including damage from virus.
Business Response /* (4000, 16, 2014/08/25) */
Ms. [redacted],
Regarding the request in your letter to the Revdex.com for photos and the part number for the control board unit; attached are the photos provided by Fidelity Appliance Service of the control unit for your dishwasher. I have also contacted Viking (the manufacturer of the dishwasher), and the following is the part number you requested:
Control Board unit : PDXXXXXX
We apologize the terms and conditions of the Plan do not provide coverage in this situation. While the intent of Old Republic Home Protection is to provide as much coverage as possible, the Plan is not all inclusive and there are limitations which are standard in the home warranty industry.
If you have any future needs for service, please contact us at XXX-XXX-XXXX for assistance.
Best regards,
[redacted]
Claims Manager
Old Republic Home Protection
[redacted],
With regard to obtaining the part number for the control unit; when Fidelity Appliance provided us their diagnosis, they also provided us the model and serial number for your Viking dishwasher. Since I was unable to immediately reach someone at Fidelity Appliance to assist me, I contacted Viking directly to obtain the part number for the control unit.
As for the photos; I am confident the photos were not altered in anyway, and they are the photos of the control unit for your dishwasher. I have no proof that they are not authentic.
On behalf of Old Republic Home Protection and its employees, please accept our sincere apologies the terms and conditions of the Plan do not provide coverage in this situation.
Best regards,
[redacted]
Claims Manager
Old Republic Home Protection
Phone: XXX-XXX-XXXX ext [redacted]@orhp.com
Original Message
From: [redacted] (mailto:[redacted]@yahoo.com)
Sent: Friday, August 22, XXXX XX:XX PM
To: [redacted]
Subject: Re: Plan XXXXXXXX photos of dishwasher control unit/ part number for new control board. Case # XXXXXXXX
Hello, mr [redacted]
Thank you, but information what you provide DO NOT contain any proof that Fidelity even find my Control panel. Photos I see before, and they doesnt contain info when \where they taken,(for example, when I take photos with my camera, photo then contain info when it taken and by what camera, its standard, and if photo taken by iPhone, same idea) and from photo nor you nor I can say that, and to find a Serial number of Control Panel you contact Viking, not Fidelity, so, that means, Fidelity didnt know!
And how they didnt know, if they been in my house TWICE, first 1 repairman, who even not able take dishwasher out of cabinet without my help, and second time - after week - he and his boss, and photos suppose to be photos of Control Panel!
If that photos - photos of MY dishwasher Control panel, how Fidelity didnt know the Serial number of it?!
Your letter another proof, Fidelity DO NOT doing theys job right. Isnt it?
Thats what make me file complaints, Old Republic hire some service companies, what not able to perform good service, and, when they dont doing good job, Old Republic for some reason protect them, not customers!
Thank you, anyway, your letter very interesting and informational.
Sincerely, [redacted]
On Fri, 8/22/14, [redacted] wrote:
Subject: Plan XXXXXXXX photos of dishwasher control unit/ part number for new control board. Case # XXXXXXXX
To: "[redacted]@yahoo.com"
Cc: "[redacted]"
Date: Friday, August 22, 2014, 10:03 AM
Ms.
[redacted],
Regarding the
request in your letter to the Revdex.com for photos and the part number for the control board unit; attached are the photos provided by Fidelity Appliance
Service of the control unit for your dishwasher. I have also contacted Viking (the manufacturer of the dishwasher), and the following is the part number you
requested:
Control Board unit :
PDXXXXXX
We apologize the
terms and conditions of the Plan do not provide coverage in this situation. While the intent of Old Republic Home Protection is to provide
as much coverage as possible, the Plan is not all inclusive and there are limitations which are standard in the home warranty industry.
If you have any
future needs for service, please contact us at XXX-XXX-XXXX for assistance.
Best regards,
[redacted]
[redacted]
Claims
Manager
Old Republic Home
Protection
Phone: XXX-XXX-XXXX
ext [redacted]
[redacted]@orhp.com
Disclaimer: This
message is proprietary to Old Republic Home Protection and is intended solely for the use of the individual to whom it is addressed. It may contain privileged or confidential information and should not
be circulated or used for any purpose other than for what it is intended. If you have received this message in error, please notify the originator immediately. If you are not the intended recipient, you are notified that you are strictly prohibited from using,
copying, altering, or disclosing the contents of this message. Old Republic Home Protection accepts no responsibility for loss or damage arising from the use of the information transmitted by this email including damage from virus.
Disclaimer: This message is proprietary to Old Republic Home Protection and is intended solely for the use of the individual to whom it is addressed. It may contain privileged or confidential information and should not be circulated or used for any purpose other than for what it is intended. If you have received this message in error, please notify the originator immediately. If you are not the intended recipient, you are notified that you are strictly prohibited from using, copying, altering, or disclosing the contents of this message. Old Republic Home Protection accepts no responsibility for loss or damage arising from the use of the information transmitted by this email including damage from virus.

Dear [redacted],Please advise **. [redacted] if he has any questions or concerns, to please contact my associate, **. [redacted] at [redacted], for assistance. Sincerely, [redacted]

Initial Business Response /* (1000, 5, 2014/04/28) */
Ms. [redacted]
Revdex.com
Re: Plan # XXXXXXXX
Dear Ms. [redacted],
Regarding the service request for the water heater; on behalf of Old Republic Home Protection (ORHP) and its employees, please extend our sincere apologies for the...

circumstances outlined in Ms. [redacted]'s letter.
ORHP, like other home warranty companies, uses independent network Service Providers to service our Plan Holders. Although efforts are made to dispatch qualified Service Providers that can provide quality service, occasionally circumstances occur that are unacceptable to ORHP and our Plan Holder.
I assure you, ORHP employees value the trust each of our Plan Holders place in us to resolve their service request in a timely and professional manner and when this does not occur, steps are taken to review what went wrong and implement improvement.
Based on the information you provided, I have taken personal responsibility to address the issues outlined with the Service Providers and individuals involved, ensuring they understand the result of their actions and comments.
According to the file, my associate, Ms. [redacted], has confirmed the replacement of the water heater has been completed, and ORHP has agreed, strictly as a goodwill gesture, to waive the Trade Call Fee.
ORHP appreciates Ms. [redacted] taking the time to provide her opinion and perspective of her service experience, which in turn, provides ORHP the opportunity to improve the service we provide to our customers.
Best regards,
[redacted]
Claims Manager
Old Republic Home Protection
Initial Consumer Rebuttal /* (3000, 7, 2014/04/29) */
(The consumer indicated he/she DID NOT accept the response from the business.)
I would like a full refund of the policy cost because although the service was eventually provided it required a tremendous amount of effort on my part. Additionally, the level of service that I received was not acceptable by any standard. I was actually told by a manager there to do what I felt I needed to do as she did not want to work with me in resolving the issue.
Final Business Response /* (4000, 11, 2014/05/05) */
Ms. [redacted],
Please inform Ms. [redacted] that Old Republic Home Protection dispatched a work order to T&L Plumbhing today to schedule an appointment to diagnose why she is not getting hot water in her upstairs bathroom. If she does not hear from T&L by tomorrow morning, please inform her to call them at XXX-XXX-XXXX to schedule an appointment.
If she has any questions, she can contact our Customer Service Department at XXX-XXX-XXXX for assistance.
Best regard,
[redacted]
Claims MManager
Old Republic Home Protection
Final Consumer Response /* (4200, 16, 2014/05/09) */
(The consumer indicated he/she DID NOT accept the response from the business.)
Old Republic did not fix anything. I contacted T&L Plumming on my own. They scheduled a time as first appointment this morning and it is almost 9:30 and they're still not here.

Initial Business Response /* (1000, 5, 2015/04/08) */
Ms. [redacted]
Revdex.com
Re: Plan XXXXXXXX
Dear Ms. [redacted],
Regarding the cancellation of the Plan; 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 issues 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, our Accounting Department has spoken with Mr. [redacted] and arranged to reinstate his 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 regards,
[redacted]
Claims Manager
Old Republic Home Protection
Initial Consumer Rebuttal /* (2000, 7, 2015/04/10) */
(The consumer indicated he/she ACCEPTED the response from the business.)

Initial Business Response /* (1000, 5, 2014/02/17) */
Ms. [redacted]
Revdex.com
Re: Plan XXXXXXXX

Dear Ms. [redacted],
Regarding the service request for the clothes dryer; I have reviewed the file, and on February 12th, 2014, Mr. [redacted] spoke to my associate, Ms. Gomez, and he agreed to...

accept a cash settlement of $752.90 for the replacement of his clothes dryer.
I have confirmed the check is in process and will be mailed to Mr. [redacted] within the next ten business days.
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, 5, 2015/10/07) */
Ms. [redacted]
Revdex.com
RE: Plan # XXXXXXXX
Dear Ms. [redacted],
Regarding the service request for the water leak; on behalf of Old Republic Home Protection (ORHP) and its employees, please extend our sincere apologies for the...

circumstances outlined in Mr. [redacted]'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.
According to the file, my associate, Ms. [redacted], has spoken with Mr. [redacted], and will follow up to resolve his service request. 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 /* (3000, 7, 2015/10/08) */
(The consumer indicated he/she DID NOT accept the response from the business.)
I have called Ms [redacted] the whole day and hasn't not returned any of my messages. Can you confirm if she is receiving my messages and ignoring them?
Final Business Response /* (4000, 10, 2015/10/09) */
Dear Ms. [redacted],
According to the file, Ms. [redacted] spoke with Mr. [redacted] on October 8, 2015 to discuss a resolution for his service request. If he has any additional questions, please advise him to contact Ms. [redacted] at XXX-XXX-XXXX Ext. [redacted] for assistance.
Sincerely,
[redacted]
Plan Compliance Manager
Old Republic Home Protection

[redacted] Revdex.com RE: Plan # [redacted] Dear [redacted], Regarding the service request for the air conditioner, and the non-covered costs necessary to complete the repair; on behalf of Old Republic Home Protection (ORHP) and its employees, please extend our sincere apologies for the circumstances outlined in [redacted]’ 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 [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. I have reviewed the file that indicates in order to complete the installation of the heat pump package unit, there are modifications necessary to the drain line, electrical lines, and ductwork, in order to accommodate the new equipment. The estimate from the Service Provider for the non-covered costs was $650. Please refer to page 8 of the Plan that states: “2. 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: 4. The cost of construction, carpentry or other modifications made necessary by existing or installing different equipment.” While the intent of the Plan 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. According to the file, my associate, [redacted], has spoken with [redacted], and will follow up to ensure the service request is resolved in a timely manner. If Mr. and [redacted] have any questions, please advise them to contact [redacted] at [redacted] for assistance. ORHP appreciates [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

Buyer beware....as a new home buyer it's was recommended to ensure we had coverage of our home for protection of something happening unexpected so we decided to go with Old Republic for our coverage. We have had this coverage for 1 yr and within this one yr it has been nothing but drama and poor services. The customer service within their company and the people that they contract with are slow to fix problems and are rude when addressing concerns. While we are glad we had coverage boy was dealing with them stressful within our year we had to have them come out and fix our washer, we had heating problems and last but not least had to get a new central air unit put in which all was done. So we decided let's just go ahead and renew our services despite better judgment when we called to do this we were told that we couldn't be renewed and no other information was provided and rudely informed mind you. After requesting to speak to a supervisor she was no better in which we asked to speak to the to someone else in authority. After being sent to someone else of higher position they appeared very nice and helpful but did note the same issues noted with us not being renewed. After she looked into the matter she advised us that because we had used the services and they had paid out $2700.00 for repairs that they no longer was able to allow us to be renewed with them. We were so bothered by this because this is why people get insurance but what they want is for people to pay there hard earned money but not use the services or at least not have to spend money. We did everything we were suppose to do paid our trade fees, paid whatever our balanced owed etc. People should be aware what type of company they are dealing with if they choose to go with them. They provide no comfort or piece of mind. I will say it is noted in small print that they have the discretion to renew your policies if they want. Just be mindful if they spend money on you more than likely you won't be renewed.

Dear [redacted],
 
Please advise [redacted] that her request to cancel her Plan has been forward to our Accounting Department, and will be cancelled in accordance with the terms of cancellation, outlined on page 9 of the Plan.
 
Sincerely,
 
[redacted]
Plan Compliance Manager

Initial Business Response /* (1000, 5, 2015/03/10) */
Ms. [redacted]
Revdex.com
Re: Plan XXXXXXXX
Dear Ms. [redacted],
Regarding the denial of coverage for a mainline stoppage, and Mr. [redacted]'s request to waive the Trade Call Fee; I have reviewed the file that indicates the plumber...

diagnosed there was a mainline stoppage; however, he was unable to provide service since there was no ground level cleanout at the home which was necessary to properly clear the stoppage.
Please refer to page 3 of the Plan under Plumbing Coverage that states:
"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: ... Access to Drain Lines from vent; removal of toilet; and costs to locate, access or install a ground level cleanout."
With regard to the Trade Call Fee; please refer to page 7 of the Plan that states:
"You are responsible to pay a Trade (Service) Call Fee (TCF) when the Service Provider
arrives at your home. The TCF (or the actual cost of service, whichever is less) is due for each dispatched service request by trade (plumbing, electrical, appliance, heating/air conditioning, etc.). Service work is guaranteed for 30 days. The TCF is due whether service is covered or denied. Essentially, when we incur a cost of service, you are responsible for a TCF."
Please extend our apologies to Mr. [redacted] that the terms and conditions of the Plan did not provide coverage in this situation. While the intent of Old Republic Home Protection is to provide as much coverage as possible, the Plan is not all inclusive and there are limitations which are standard in the home warranty industry.
If Mr. [redacted] has any questions, please advise him to contact us at XXX-XXX-XXXX for assistance.
Sincerely,
[redacted]
Claims Manager
Old Republic Home Protection
Initial Consumer Rebuttal /* (3000, 7, 2015/03/12) */
(The consumer indicated he/she DID NOT accept the response from the business.)
Old Republic's response states that the plumber diagnosed the mainline stoppage. The plumber did nothing of the sort. They spent a few minutes at my house, most of which was on the phone with Old Republic discussing if they would be allowed to do the work. They were not and left. They didn't require a service fee as any other provider would have because they knew they hadn't done any work. Trade workers come out all of the time to look at an issue without knowing if they have the job. I guess that is what I should have done in this case instead of actually trying to use my very expensive home warranty.
Final Business Response /* (4000, 9, 2015/03/16) */
Ms. [redacted],
Please extend our apology to Mr. [redacted] as expressed in our previous response. Regarding the Trade Call Fee; it is standard in the home warranty industry to require a payment of a Trade Call Fee due regardless if the service is coverd or denied.
If Mr. [redacted] has any additional information regarding the diagnosis by the plumber that he believes should be considered, please inform him to forward it to me for review.
Sincerely,
[redacted]
Old Republic Home Protection

Initial Business Response /* (1000, 5, 2014/08/15) */
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.
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 according to Service One Appliance, the interior lining of the refrigerator has cracked and the refrigerator cannot be repaired. In addition, he diagnosed the door seal gaskets need replacing which are covered by the Plan.
Please refer to page 6 of the Plan under Kitchen Refrigerator that states:
"Not Covered:.... interior thermal shell ..."
On August 11th, 2014, ORHP processed a cash settlement for the doors gaskets, and a check for $126.69 will be mailed to Mr. [redacted] within the next ten business days.
We apologize the terms and conditions of the Plan do not provide coverage for the interior lining of the refrigerator. While the intent of ORHP is to provide as much coverage as possible, the Plan is not all inclusive and there are limitations which are standard in the home warranty industry.
ORHP appreciates 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