Old Republic Home Protection Company, Inc.

Initial Business Response /* (1000, 9, 2015/04/28) */
Ms. [redacted]
Revdex.com
Re: Plan # XXXXXXXX
Dear Ms. [redacted],
Regarding the service request for the air conditioner; on behalf of Old Republic Home Protection (ORHP) and its employees, please extend our sincere apologies for the...

circumstances outlined in Mr. [redacted]'s letter.
ORHP, like other home warranty companies, uses Independent Network Service Providers to service our Plan Holders. Although efforts are made to dispatch qualified Service Providers that can provide quality service, occasionally circumstances occur that are unacceptable to ORHP and our Plan Holder.
I assure you, ORHP employees value the trust each of our Plan Holders place in us to resolve their service request in a timely and professional manner and when this does not occur, steps are taken to review what went wrong and implement improvement.
Based on the information Mr. [redacted] provided, I have taken personal responsibility to address the issues outlined with the Service Provider and individuals involved, ensuring they understand the result of their actions and comments.
According to the file, my associate, Ms. [redacted], will follow up and ensure the service request is resolved in a timely manner. If Mr. [redacted] has any questions, please advise him to contact Ms. [redacted] at XXX-XXX-XXXX ext. 1036, 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, 6, 2015/04/28) */
Old Republic has offered us a cash out settlement in this case and we have accepted their offer.
Final Consumer Response /* (2000, 11, 2015/04/29) */
(The consumer indicated he/she ACCEPTED the response from the business.)

Initial Business Response /* (1000, 5, 2015/04/30) */
Ms. [redacted]
Revdex.com
Re: Plan # XXXXXXXX
Dear Ms. [redacted],
Regarding the service request for the air conditioner; on behalf of Old Republic Home Protection (ORHP) and its employees, please extend our sincere apologies for the...

circumstances outlined in Mr. [redacted]'s letter.
ORHP, like other home warranty companies, uses Independent Network Service Providers to service our Plan Holders. Although efforts are made to dispatch qualified Service Providers that can provide quality service, occasionally circumstances occur that are unacceptable to ORHP and our Plan Holder.
I assure you, ORHP employees value the trust each of our Plan Holders place in us to resolve their service request in a timely and professional manner and when this does not occur, steps are taken to review what went wrong and implement improvement.
According to the file, my associate, Ms. [redacted], has been assigned to review the diagnosis by the Independent Network Service Provider, and ensure Mr. [redacted]'s service request is resolved in a timely manner. If Mr. [redacted] has any questions, please advise him to contact Ms. [redacted] at
XXX-XXX-XXXX ext. 7948 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, 2015/05/07) */
(The consumer indicated he/she DID NOT accept the response from the business.)
It seems as though the ORHP representative, Mr [redacted], believes my complaint is with their service provider. This is not the case. I do not have any issue with the service provider, ACS of [redacted]. My issue is solely with Old Republic and the product they sell.
However, at this time I have been contacted by ORHP and it sounds as though they will be fixing the problem with my air conditioning system. Pending this event I will consider the case resolved.
Final Business Response /* (4000, 9, 2015/05/08) */
he still disagrees with the Plan wording which is standard in the industThe Plan was purchased by the Seller of his home for him; he did not purchase the Plan ...ry)
Final Consumer Response /* (2000, 11, 2015/05/18) */
(The consumer indicated he/she ACCEPTED the response from the business.)
I consider the issue resolved.

Initial Business Response /* (1000, 5, 2014/06/25) */
Ms. [redacted]
Revdex.com
Dear Ms. [redacted],
I am unable to locate the property address or Plan with the information provided by Mr. [redacted]. Please ask Mr. Mr. [redacted] to provide me his Plan number and I will review his file and provide him...

assistance.
Sincerely,
[redacted]
Claims Manager
Old Republic Home Protection
Initial Consumer Rebuttal /* (3000, 7, 2014/06/26) */
(The consumer indicated he/she DID NOT accept the response from the business.)
plan # XXXXXXXX
999 n 600 e orem ut XXXXX
Absolute Peace of Mind?
Budget Protection?
I EXPECT YOU TO PROVIDE THE COVERAGE YOU SOLD ME.
Final Business Response /* (4000, 9, 2014/06/30) */
Ms. [redacted],
Please inform Mr. [redacted] I have reviewed his file and I have agreed to dispatch a different Independent Network Service Provider to provide their opinion with regard to the cause of failure of the air conditioner; there will be no additional Trade Call Fee for the second opinion.
Please inform Mr. [redacted] the Service Provider will contact him no later than Tuesday, July 1st to schedule the appointment.
If he has any questions, please advise him to contact me at ext [redacted]
Sincerely,
[redacted]
Claims Manager
Old Republic Home Protection
Final Consumer Response /* (4200, 11, 2014/07/03) */
(The consumer indicated he/she DID NOT accept the response from the business.)
I have already paid to have the AC fixed. This is a rental house and I cannot wait around for your company to dance around so you can appear as you are trying to provide customer service. I Paid nearly $650 to have this fixed. I am not a technician I am a landlord. I was hopeful your insurance would offer some protection. Your technician did call but the unit had already been fixed. IF you wish to help with the cost of this repair that would go a long way to making me feel better about your company. As it sits right now your service has cost me extra diagnosis fee and the inconvenience of waiting around for you to do what I paid for you to do. Send me a check.

Initial Business Response /* (1000, 5, 2014/08/05) */
Ms. [redacted]
Revdex.com
Re: Plan #XXXXXXXX
Dear Ms. [redacted],
Regarding the service request for the refrigerator; I have reviewed the file and my associate, Ms. [redacted] spoke with Mr. [redacted] on August 1st, 2014, and requested the name...

and phone number for the refrigerator technician he hired, so she can contact him to review his diagnosis; as of today he has not provided her this information.
If Mr. [redacted] would prefer to provide Ms [redacted] the written diagnosis from his Out-Of-Network Contractor, please advise him to mail it to her attention at:
Old Republic Home Protection
[redacted]
[redacted] CA XXXXX
Attention: [redacted]
Or email the information to:
[redacted]@orhp.com
Please inform Mr. [redacted] to contact Ms. [redacted] at XXX-XXX-XXXX ext [redacted] so she can provide him assistance resolving this situation.
Sincerely,
[redacted]
Claims Manager
Old Republic Home Protection
Initial Consumer Rebuttal /* (3000, 7, 2014/08/06) */
(The consumer indicated he/she DID NOT accept the response from the business.)
I do not believe that this is a good faith attempt to resolve the claim but rather a stalling tactic employed by ORHP. We have left at least 5 voicemails with various members of the ORHP organization who were supposedly on the escalation chain and were told each time that the claim would not be honored with no exceptions or further information requested. Only when we told ORHP that we would be filing this claim with the Revdex.com, did they decide to ask for the quote and additional info. Of the total invoiced amount of $2792.69,we are requesting payment of only $1860 for the labor associated with the repair that should have been performed. The quote has been provided to the appropriate contact at ORHP as requested.
Final Business Response /* (4000, 9, 2014/08/07) */
Ms. [redacted],
Please inform Mr. [redacted] the information has been received by my associate, Ms. [redacted], and she will review the information and contact him to discuss a resolution.
If he has any questions, please advise him to cotact Ms. [redacted]
Sincerely,
[redacted]
Claims Manager
Old Republic Home Protection

Initial Business Response /* (1000, 6, 2016/01/18) */
Ms. [redacted]
Revdex.com
RE: Plan # XXXXXXXX
Dear Ms. [redacted],
Regarding the service request for the heat pump; on behalf of Old Republic Home Protection (ORHP) and its employees, please extend our sincere apologies for the...

circumstances outlined in 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.
Please advise Ms. [redacted] to mail me a copy of the invoice for the replacement of the defrost sensor completed by her Out-Of-Network Contractor to the address below, or email it to [redacted]@orhp.com for my review.
Old Republic Home Protection
P.O. Box 5017
San Ramon, CA XXXXX
Attn: [redacted]
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 /* (3000, 8, 2016/01/26) */
(The consumer indicated he/she DID NOT accept the response from the business.)
Old Republic Home Protection is being dishonest. After filing this complaint I received a call from Old Republic, where a rep said they have my invoice and I will receive a prompt refund. Then one day later I get this response where it says to please send the invoice, even though the previous day they said they have it. I sent it right away on January the 18th, and now more than a week later I have absolutely NO response to my email. Not only that, but my realtor received a letter saying: See, we paid to your customer $230 to date of services, keep recommending us to your clients. When they have not paid a dime. So disappointing.
Final Business Response /* (4000, 10, 2016/01/28) */
Ms. [redacted],
Please advise Ms. [redacted] that I received her invoice on January 18, and the reimbursement check for $175 was mailed to her on January 20, 2016. If she has not received the check by January 30, 2016, please advise her to contact our Accounting Department at XXX-XXX-XXXX for assistance.
Sincerely,
[redacted]
Plan Compliance Manager
Final Consumer Response /* (2000, 13, 2016/01/29) */
(The consumer indicated he/she ACCEPTED the response from the business.)
I received a refund for the repair which is what I wanted initially.

Initial Business Response /* (1000, 5, 2014/07/03) */
Ms. [redacted]
Revdex.com
Re: Plan # XXXXXXXX
Dear Ms. [redacted],
Regarding the service request for the power vent 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.
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 Mr. [redacted]'s file, on July 1st, 2014, ORHP informed him that we agree to reimburse him for the replacement of his water heater, and he has been instructed to forward us the invoice for reimbursement.
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, 2014/07/13) */
(The consumer indicated he/she DID NOT accept the response from the business.)
Dear Revdex.com,
I absolutely refute the entire content of Mr. [redacted]'s response.
First, I have not heard from Mr. [redacted] even once, so his "personal responsibility" and that of ORHP remain dubious if not a fabrication of words to appear professional and competent when in fact they are not.
Second, his claim that "occasionally circumstances occur that are unacceptable" has happened THREE out of the FOUR times we had service requests! One for a sprinkler system, one for our AC unit, and now for the plumber - and ORHP sent three unqualified plumbers before I was forced to find one myself. ORHP could not find a qualified plumber in the greater Houston/Pearland area and required me to find one. Seriously? Have you heard of Angie's List, [redacted]? That's what YOU get paid to do. But since ORHP wouldn't have the integrity or responsibility to do their contracted basic responsibilities, I had to find one - and I did. I am owed for that time and the hours and hours of phone time with ORHP.
Then when the qualified plumber THAT I FOUND AT THEIR REQUEST told ORHP that the best solution was to replace the water heater, ORHP REFUSED and would only authorize a part replacement. [redacted], you flat out lied in your Revdex.com response! How incredulous!
Cost of new water heater: $1400.
Cost of part replacement without a guarantee that the part would fix it: $1014.
We have just submitted the invoice for that repair and guess what? The hot water heater IS STILL GOING OUT randomly!
[redacted], your representatives gambled and lost at a whole new level with me and your "personal responsibility" sounds more like a lie than any true effort. You absolutely lied about what was authorized and me, my plumber, and his assistant are all witnesses to that.
This is outrageous and unacceptable. This is ridiculous to be going on almost two months, now!
What is left for me to do with a company that won't honor its contract, stalls, fails to deliver services, forces hours of time on the phone and still not resolve anything, and lies to me? You are pushing me to sue for all costs, a refund on my premium, and pain and suffering caused to me and my family.
Final Business Response /* (4000, 9, 2014/07/15) */
Ms. [redacted],
Please inform Mr. [redacted] that we based our decision to repair the water heater, on the diagnosis from the plumbing company he hired to provide service; Alliance Plumbing. When Agustin from Alliance Plumbing contacted us on July 1st, 2014, he informed us the water heater was approximately 4 years old, and he provided us the estimate for the repair; $1014. We authorized the repair and we will reimburse Mr.[redacted] this amount once he provides us the invoice.
If he is still having periodic problems with the water heater, please advise him to contact Alliance; I'm sure they warranty their work. If additional repairs are needed, please inform him to have Alliance Plumbing contact us with their diagnosis.
Sincerely,
[redacted]
Claims Manager
Old Republic Home Protection
Final Consumer Response /* (4200, 11, 2014/07/20) */
(The consumer indicated he/she DID NOT accept the response from the business.)
Dear Ms. [redacted],
ORHP and Mr. [redacted] just can't seem to get their story straight, right? Just like when we talk to them on the phone multiple times, the story is different and wrong every single time - even in formal responses to complaints to the Revdex.com! I refute Mr. [redacted]'s response as inaccurate and it still leaves me as a customer hung out to dry without resolution.
First, I and [redacted] from Alliance Plumbing have known that the water heater is only about six months old - not the four years Mr. [redacted] erroneously reports - and that GE/Rheem states the warranty is non-transferable. The serial number placard clearly states that the unit was built in December of 2013 and I had personal discussions with the previous homeowner that he had bought it only six months before the sale of the house. That lands the responsibility for repairs square with ORHP - which they still have not arranged for or reimbursed for.
As of this response, ORHP has not reimbursed us for the $1014 nor have they offered any recompense for my time and my family's pain and suffering for their failure to live up to the contract and provide services. Further, the water heater is STILL not working. It still continues to go out several times a day. Every morning, I have to walk downstairs and turn it off and turn it back on in order to get hot water. Of course, I now have to wait 10-15 minutes for the water to heat. Repeat this every time you need hot water: laundry, dishes, other family member showers and on and on. This has been going on for two months without resolution! ORHP and Mr. [redacted] have failed at every level of their contractual obligations and have not provided even one iota of an apology or any effort to appease us as customers.
We HAVE contacted Alliance Plumbing and further assessment has been performed. The technician states it may be a trial and error to find out the cause.
In addition, our complaints must continue to mount with ORHP. The first week in June we noticed that the air conditioning was not cooling the house in the afternoons and would run and run without cycling until late in the night. We contacted ORHP and they sent [redacted] AC. I asked [redacted] if he could do a thorough check to include making sure the inside and outside coils were clean. He added a pound of Freon and assured me that he had checked both the inside and outside coils and that they were clean. He stated that the house should begin to cool off in about an hour. He charged me the $60 copay fee and left. An hour passed, a day passed... and still there was no change in the AC's performance. We re-contacted ORHP and they refused to send someone else out citing that [redacted] said the system was fine. I tried to convince them that it was not fine, but to no avail. [redacted], the customer service rep, commenced to disrespectfully lecture me on air conditioning units rather than actually listen to my problem.
Less than a week later, in the middle of a hot [redacted] summer, the fan motor went out on a Saturday night. I had to sleep outside on a lawn chair... if you can call it sleep - all because ORHP would not listen to me, their customer. We tried calling them late Saturday night, and of course, they have no emergency or late night services. Already flabbergasted with their fiasco of a response to our water heater and lawn sprinkler service requests, and now convinced that they just would not send qualified, professional service companies, we called a 24 hour reputable service company, Clear the Air. A representative was out by 8 AM on the next Sunday morning. He could not find a fan motor to replace ours in stock at the time and arranged and billed us that day to replace it on Monday morning when the part supply company was open. After installing the fan, the technician realized that when the fan motor went out, it also burned up the thermostat. We had to buy a replacement. The invoices are attached.
And, by the way, when I asked the Clear the Air technician about the interior coils, he said they could not possibly have been inspected by [redacted], the technician that ORHP had sent, because they were absolutely blocked by the fan motor and furnace. They could only be inspected with the fan motor removed, which of course, our technician had to do. Like ORHP, the company that they chose to send out to inspect our AC unit, lied to us - even further proof that ORHP could not live up to their service contract.
[redacted] from ORHP called me that very week about the ongoing nightmare of our water heater situation and I mentioned the AC fan and thermostat. She assured me that it could all be reimbursed and to just email the invoices, which I did.
We still have not been reimbursed for the $824.88. In fact, every time my wife or I call about it, we get a different story... hmm, kind of like Mr. [redacted]'s July 15 response to you.
Ms. [redacted], it is apparent to us that ORHP is not driven by honorable values, mission, or any sense of customer service. By their actions, they have demonstrated that they are interested only in their own greed, profits, and cutting costs at the sake of their customers. Unfortunately, we are victims of their greed.
So, without considering all of my time spent searching for qualified companies, telephone time, time off from work, and our pain and suffering, at a minimum, ORHP still owes us $1838.88. You think that they would not only reimburse us that and send it overnight, but would also apologize and refund us all of our $60 copays - since none of their companies could resolve our issues and I had to search, arrange, and pay UP FRONT for something they could easily have done themselves. I am deeply disappointed and saddened, violated and frustrated, and appalled at ORHP and Mr. [redacted].
Respectfully,
[redacted]

Initial Business Response /* (1000, 5, 2015/08/07) */
Ms. [redacted]
Revdex.com
RE: Plan # XXXXXXXX
Dear Ms. [redacted],
Regarding the service request for the air conditioner; on behalf of Old Republic Home Protection (ORHP) and its employees, please extend our sincere apologies for the...

circumstances outlined in Mr. [redacted]'s letter.
ORHP, like other home warranty companies, uses Independent Network Service Providers to service our Plan Holders. Although efforts are made to dispatch qualified Service Providers that can provide quality service, occasionally circumstances occur that are unacceptable to ORHP and our Plan Holder.
I assure you, ORHP employees value the trust each of our Plan Holders place in us to resolve their service request in a timely and professional manner and when this does not occur, steps are taken to review what went wrong and implement improvement.
Based on the information Mr. [redacted] provided, I have taken personal responsibility to address the issues outlined with the Service Providers and individuals involved, ensuring they understand the result of their actions and comments.
According to the file, my associate, Ms. [redacted], has been assigned to follow up and ensure the service request is resolved in a timely manner. 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]
Claims Manager
Old Republic Home Protection
Initial Consumer Rebuttal /* (2000, 7, 2015/08/10) */
(The consumer indicated he/she ACCEPTED the response from the business.)
Thank you. The independent contractors are a reflection of ORHP's standards. This independent contractor was shoddy and highly questionable and as a result left a bad overall impression of ORHP because of this.
Thank you for your time.
[redacted]

Initial Business Response /* (1000, 5, 2014/01/29) */
Ms. [redacted]
Revdex.com
Plan # XXXXXXXX
Dear Ms. [redacted],
Regarding the denial of coverage for the pipe leak repair; I have reviewed the file and according to the independent out-of-network contractor Mr. [redacted] hired, the cause...

of the pipe leak was an improper previous repair of the water pipe in the garage ceiling.
Please refer to page 8 of the Plan titled Limitations of Liability under General Limitations 1.E. that states:
“This Plan does not cover:
E. Improper repair/installation/modification of the covered item.”
We apologize the terms and conditions of the Plan do not provide coverage in this situation. 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.
If Mr. [redacted] has additional information he believes should be considered, please inform him to provide it to me for review.
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] still wishes to cancel his Plan, please instruct him to mail a written request to ORHP, or fax the request to XXX-XXX-XXXX, and the Plan will be cancelled in accordance with the terms and conditions of the Plan.
If Mr. [redacted] has any questions, please inform him to contact us at XXX-XXX-XXXX for assistance.
Sincerely,
[redacted]
Claims Manager
Old Republic Home Protection
Final Consumer Response /* (4200, 13, 2014/02/12) */
(The consumer indicated he/she DID NOT accept the response from the business.)
Dear Ms. [redacted],
To the company: First of all, it's MR. [redacted]. Now the company is just adding insult to injury by not even paying attention to this case. I'm sure their responses thus far have been simple cut & paste entries. I am well aware of the terms and conditions. I am also well aware that this company has cost me over $10,000. When I confirmed my account cancellation with them over the phone, I also talked to the accounting department to see if a partial refund was issued. It just so happens I did have a refund. However, they tacked on just the exact needed amount of service fees and deductions to zero it out so a refund wouldn't be issued. If that's not criminal, I don't know what is. This issue will NEVER be resolved.
Sincerely,
Mr. [redacted]
Final Business Response /* (4000, 9, 2014/02/11) */
Dear Ms. [redacted],
Regarding the denial of coverage for the pipe leak; we apologize the cause of the pipe leak is not covered by the Plan. I have reviewed the file and we have processed the request for cancellation of the Plan we received from Ms. [redacted] February 4th, 2014, and the Plan was cancelled in accordance with the terms of cancellation referenced on page 9 of the Plan titled Items You Should Know.
If Ms. [redacted] has any questions regarding the cancellation of her Plan, please inform her to contact us at XXX-XXX-XXXX for assistance.

Initial Business Response /* (1000, 5, 2015/07/30) */
Ms. [redacted]
Revdex.com
RE: Plan # XXXXXXXX
Dear Ms. [redacted],
Regarding the service request for the range; 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.
Please advise Mr. [redacted] to forward me the invoice for the installation of his drop-in range, and I will expedite reimbursement. If Mr. [redacted] has any questions, he can contact me at XXX-XXX-XXXX ext. 1224.
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, 2015/05/22) */
Ms. [redacted]
Revdex.com
Re: Plan XXXXXXXX
Dear Ms. [redacted],
Regarding the service request for the refrigerator; I have reviewed the file and the diagnosis from Battens Appliance. Based on my review, please advise Ms. [redacted] to...

provide me a legible copy of the invoice for her new refrigerator, and mail it to:
Old Republic Home Protection
P. O. Box 5017
San Ramon, CA XXXXX
Attn: [redacted]
Also, please advise her to reference Plan #XXXXXXXX on the invoice. I will review the information and contact her within ten days of receipt.
Sincerely,
[redacted]
Claims Manager
Old Republic Home Protection
Initial Consumer Rebuttal /* (3000, 7, 2015/05/25) */
(The consumer indicated he/she DID NOT accept the response from the business.)
They did not honor their own policy. Their customer
service people were very rude and did not try to
help in any way. I am customer service and I know
my first job is to take care of the customer. They
failed. The new refrigerator was $647.00 on sale and the ice maker was $99.00 and the ice maker supply hose was $11.49, a total of $756.34. I purchased a 5 yr Extended protection warranty for $149.75 making my purchase $906.31. I used my employee discount and only paid $737.87 ( saved $208.05). I was without a refrigerator for two days and lost over a $100.00 worth of food.
Final Business Response /* (4000, 9, 2015/05/29) */
Dear Ms. [redacted],
Regarding replacement of the refrigerator; as previously requested, please advise Ms. [redacted] to provide me a legible copy of the purchase invoice for the refrigerator for my review.
Sincerely,
[redacted]
Claims Manager
Old Republic Home Protection
Final Consumer Response /* (2000, 11, 2015/06/04) */
Old Republic has agreed to reimburse me for my refrigerator. I thank you and them for your help. I am satisfied. [redacted] M [redacted]
________________________________________

Initial Business Response /* (1000, 5, 2014/08/11) */
Ms. [redacted]
Revdex.com
Re: Plan # XXXXXXXX
Dear Ms. [redacted],
Regarding the service request for the air conditioner equipment; 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 Provider and individuals involved, ensuring they understand the result of their actions and comments.
I have reviewed the file that indicates on August 8th, 2014, my associate Mr. Rodas, spoke with Ms. [redacted] and agreed to dispatch a different Independent Network Service Provider (RAS) to diagnose the air conditioner.
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 Business Response /* (1000, 5, 2014/10/16) */
Ms. [redacted]
Revdex.com
Re: Plan # XXXXXXXX
Dear Ms. [redacted],
Regarding the service request for the spa equipment; 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 you provided, I have taken personal responsibility to address the issues outlined with the individuals involved, ensuring they understand the result of their actions and comments.
I have reviewed the file and my associate, Mr. [redacted] Call Center Supervisor, will contact Mr. [redacted] and follow up to resolve the repair of the spa blower. As for the GFCI for the spa light that needs replacing; the Plan does not cover for this repair.
If Mr. [redacted] has any questions, please inform him to contact Mr. [redacted] at XXX-XXX-XXXX ext. 7811 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, 2014/10/17) */
(The consumer indicated he/she DID NOT accept the response from the business.)
The home warranty protection plan does not exclude the spa light in the home warranty:
"Above ground and accessible working parts and components of heating and filtration system,
including heater, motor, filter, filter timer, diatomaceous filter grid, pump, gaskets, blower,
timer, backwash/flush/check valve, pool sweep motor and pump, above ground plumbing pipes
and wiring. With purchase of appropriate option: salt water circuit board and cell.
Not Covered: Remote control panel and switches; air switches; water chemistry control
equipment and materials; disposable filtration mediums (sand, diatomaceous earth, filter
cartridges, etc.); heat pump; valve actuator motor; salt; salt water circuit board; salt water cell;
cleaning equipment including pop-up heads, turbo valves, creepy crawlers and the like."
I would be content if both the blower and spa light are repaired.
Final Business Response /* (4000, 9, 2014/10/21) */
PLAN # XXXXXXXX
According to our records, Supervisor [redacted] has tried to reach our Plan Holder to assist with this matter. Our Plan Holder [redacted] reach Mr. [redacted] directly at (XXX) XXX-XXXX x [redacted] for assistance.
Final Consumer Response /* (4200, 11, 2014/10/22) */
(The consumer indicated he/she DID NOT accept the response from the business.)
I've tried to call him back 3 times and no response

DO NOT WAST YOUR TIME OR MONEY,
This company spends more time an effort figuring ways how to NOT meet their obligations than they do even understanding the issues.
If it's an expensive item, i.e. A/C system, you can bet you find yourself not only hanging for weeks, but totally outa pocket when their final diagnosis comes in. Then you start all over.
EXAMPLE: Mid-June in [redacted], my AC goes out with temps ranging from high 80s at night to 110+ daytime highs. I call OLD REPUBLIC. I request service thru OLD REPUBLIC website. It's down for maintenance. I call OLD REPUBLIC's number and am told OLD REPUBLIC will have a servicing company at our house in 48 hrs. 48 hrs later, not even a call back. I called OLD REPUBLIC and a new vender was called on emergency call out. They showed up just prior to dark, worked till after 9pm and had to leave to consult some expertise. Two days and multiple calls later they
finally concluded that the wrong thermostat is installed. OLD REPUBLIC determined that the clause in their Platinum plan regarding coverage of improper installation wasn't covered. But [redacted] could fix it if we bought the thermostat in a week. All this time no AC, no fix and no help. I got a second opinion from Howard Air, they showed up that day, replaced a capacitor and our AC was up n running in two hours. OLD REPUBLIC took a report on the previous vendor but refused to pay for the out of network vendor that fixed our problem.

Now it's winter and we have an similar issue only the heat was out during the coldest part of the night during a cold snap two weeks ago. Again I called my home warranty OLD REPUBLIC. Two days later we get a service rep, that's rude and disinterested in our problems. He takes a look, decides he doesn't know what the codes mean and will have to get back to us in a day. Four days later we call OLD REPUBLIC. They call the vender, he says he needs parts and will get back in a day. Two days later we call OLD REPLUBLIC, they call the vender, he shows up the next day. No parts but now the problem is that the defrost board is wired wrong and guess what. OLD REPUBLIC says since the SOLE cause of the problem is due to IMPROPER INSTALLATION/MOD/REPAIR, that the IMPROPER INSTALLATION/MOD/REPAIR Protection in their plan did not apply and not only am I out of heat for two weeks, I'm back to square one.

OLD REPUBLIC is a USELESS WARRANTEE that hires hacks as service reps. STEAR CLEAR!

Initial Business Response /* (1000, 5, 2016/01/05) */
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 your letter.
ORHP, like other home warranty companies, uses Independent Network Service Providers to service our Plan Holders. Although efforts are made to dispatch qualified Service Providers that can provide quality service, occasionally circumstances occur that are unacceptable to ORHP and our Plan Holder.
I assure you, ORHP employees value the trust each of our Plan Holders place in us to resolve their service request in a timely and professional manner and when this does not occur, steps are taken to review what went wrong and implement improvement.
Based on the information Mr. [redacted] provided, I have taken personal responsibility to address the issues outlined with the Service Provider and individuals involved, ensuring they understand the result of their actions and comments.
According to the file, my associate, Ms. [redacted], authorized the repair completed by Mr. [redacted]'s Out-Of-Network Contractor, and ORHP will reimburse Mr. [redacted] for the repair.
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 Business Response /* (1000, 5, 2015/06/24) */
Ms. [redacted]
Revdex.com
Re: Plan # XXXXXXXX
Dear Ms. [redacted],
Regarding the service request for the air conditioner; on behalf of Old Republic Home Protection (ORHP) and its employees, please extend our sincere apologies for the...

circumstances outlined in Mr. [redacted]'s letter.
I have reviewed the file and my associate, Ms. [redacted] has been assigned to resolve this service request with Mr. [redacted], and left him a message to call her on June 19, 2015.
Please advise Mr. [redacted] to contact Ms. [redacted] at XXX-XXX-XXXX ext. [redacted] for assistance.
Sincerely,
[redacted]
Claims Manager
Old Republic Home Protection

My AC unit was not working properly so we called Old Republic for a service call. They couldn't find a technician to come and inspect the AC unit with less than a week's notice and my family couldn't be w/o AC during a heat wave. They approved me to call an independent technician. The technician informed the rep that the unit not only needed refrigerant (freon), but also needed to be checked for a leak. The rep was incredibly rude to him and to me; she actually said "I dont care" to us about our situation. She informed me that ORHP only covered $15 per pound while the market cost is $100. Do not recommend this company at all. Will not be renewing my warranty. Oh there was a also a fee for using my warranty.

Initial Business Response /* (1000, 5, 2015/08/07) */
Ms. [redacted]
Revdex.com
RE: Plan # XXXXXXXX
Dear Ms. [redacted],
Regarding the service request for the stove; 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.
I have reviewed the file that indicates my associate, Mr. [redacted], has been assigned to follow up and ensure the service request is resolved in a timely manner. If Ms. [redacted] has any questions, please advise him to contact Mr. [redacted] at XXX-XXX-XXXX ext. 1042 for assistance.
ORHP appreciates Ms. [redacted] taking the time to provide his opinion and perspective of his service experience, which in turn, provides ORHP the opportunity to improve the service we provide to our customers.
Best regards,
[redacted]
Claims Manager
Old Republic Home Protection

Initial Business Response /* (1000, 5, 2015/05/19) */
Ms. [redacted]
Revdex.com
Re: Plan XXXXXXXX
Dear Ms. [redacted],
Regarding the request from Ms. [redacted] for reimbursement regarding the replacement of her water heater by an Out-Of-Network Contractor (OONC); I have reviewed the file,...

and although Ms. [redacted] was not authorized to use an OONC to provide service, as a gesture of goodwill, Old Republic Home Protection agrees to review her request.
Please advise Ms. [redacted] to provide me a copy of the diagnosis and invoice for review, and mail it to my attention at the following address:
Old Republic Home Protection
P.O. Box 5017
San Ramon, CA XXXXX
Sincerely,
[redacted]
Claims Manager
Old Republic Home Protection
Initial Consumer Rebuttal /* (3000, 7, 2015/06/01) */
(The consumer indicated he/she DID NOT accept the response from the business.)
I appreciate the quick response from Mr. [redacted] and his willingness to work with me but I need to submit the requested documents to him for his review before I am able to close the case.
Final Business Response /* (4000, 10, 2015/06/02) */
Dear Ms. [redacted],
Please assure Ms. [redacted] I will review the information she provides in a timely manner.
Sincerely,
[redacted]
Claims Manager
Old Republic Home Protection
Final Consumer Response /* (2000, 13, 2015/06/22) */
Good Afternoon
How are you? I just wanted to let you know that I heard back from Old Republic today and they have resolved my claim and I am completely satisfied. How do I go about updating this on the website. Thanks again for all of your help.
[redacted]
XXXXXXXXXX

We moved in to a 16-yr old house 2 weeks ago, and the garage door failed to open a week later. It looked like carriage gear has worn out. We called Old Republic, which is our Warranty company, and told them what happened. They said it is under warranty, but we need to pay $65 trade call fee, and they will fix the door. We said ok. They sent this company called [redacted] out. The technician first tried to sell me I should do routine maintenance on the garage door because the door maybe too heavy and has caused the problem. I told him this garage door was working fine, and I just need to have the part replaced. He said ok and let me call the Warranty company. A minute later Old Republic called me and told me that they would not pay for anything because the problem was caused by lack of maintenance (on a garage door?) and the condition is pre-exsiting, so they are not paying for anything. And I would have to pay the $65, which I already did at the beginning since the technician requested before even making the call to the Warranty company. If I cancelled the check, Old Republic would send me a bill, the representative said over the phone. So any problems of any appliances/items due to so called lack of maintenance, Old Republic would not pay to fix it, even when the appliances were working to begin with. Then what is the point of having a home warranty?! I am extremely upset and disappointed by their (non!)-service. I truly regret I picked this company. But I thought they have been around for a long time and seemed to have good reputation.... Now I really am scared of my other major appliance breaking down due this experience with the Old Republic...

We have had Old Republic Home Warranty for just over two year. Our heater started acting up a few months after we bought our house. Old Republic would only send contractors out during the week, not the weekend, so have taken days off during the week to have someone look at our heater. Twice the contractors were a no show, and the third time they came and said they need to go look at something and never came back or contacted us. Now we get a bill from a collection agency for something that was never fixed. I am very disappointing and upset that a company with this poor of customer service would have an A+ rating.