Old Republic Home Protection Company, Inc.

Initial Business Response /* (1000, 5, 2014/10/22) */
PLAN # XX-XXX-XXX
We have reviewed this matter and would like clarify; we will proceed with the cancellation request and provide a full refund of the Plan fee paid or we will provide reimbursment for the plumbing repair in the amount...

of $300 as previously discussed.Our Plan Holder may contact us directly at (XXX) XXX-XXXX to advise. Thank you.
Initial Consumer Rebuttal /* (3000, 7, 2014/10/24) */
(The consumer indicated he/she DID NOT accept the response from the business.)
It is amazing, I feel like they didnt even read the complaint and only went by the notes they have in their system, as it is stated in the complaint I submitted, this was already offered and it was not acceptable, for this reason I had to come with the Revdex.com, people are being misled and the coverage doesn't start right away, they made a mistake not accepting to put my plumber request as urgent and even sending the work order to an incorrect plumber,this is the reason why water kept running and got accumulated to the point where I had to pay more to clean than the actual fix they had to do, not to mention that using the insurance was more expensive than hiring a plumber directly.
I have all the records of the errors, names and calls if needed, even a letter from them with the activation date.
Final Business Response /* (4000, 9, 2014/10/29) */
Ms. [redacted]
Revdex.com
Re: Plan XXXXXXXX
Dear Ms. [redacted],
I have reviewed the file and confirmed the initial service request for a pipe leak was placed on October 4, 2014; the same day the Plan was placed by Mr. [redacted].
Please refer to page 7 of the Plan titled When You Need Us that states:
"We will provide service for covered systems or appliances which malfunction, and are reported,
during the term of the Plan that:
B) Were correctly installed and working properly on the effective date of the Plan"
Since the water pipe existed the day the Plan became effective, coverage was denied according to the terms and conditions of the Plan.
If Mr. [redacted] still wishes to cancel his Plan, please inform him to mail a written request to Old Republic Home Protection (ORHP) to:
Old Republic Home Protection
[redacted]
[redacted] XXXXX
Or fax the request to XXX-XXX-XXXX, and as a gesture of goodwill, ORHP will refund the Plan fee with no proration of earned premium or the deduction of an administration fee.
Sincerely,
[redacted]
Claims Manager
Old Republic Home Protection
Final Consumer Response /* (4200, 13, 2014/10/30) */
(The consumer indicated he/she DID NOT accept the response from the business.)
As stated by OR on page 7 of their plan, letter B states "We will provide service for covered systems or appliances which malfunction, and are reported,
during the term of the Plan that were correctly installed and working properly on the effective date of the Plan" The exterior faucet was correctly installed and working properly on the effective date of the plan, please indicate the part of the plan that indicates that systems or covered items that break on the effective date will not be covered, they charge and start coverage on a day they don't want to cover, even tough this is a clear breach in their contract, I am currently not asking for money back on this matter in especific. It is the service request placed days later for a water pipe leak that was neglected, the reson why I need to be reimbursed and the reason why I had to hire my own contractor, please read the original complaint, it is important to mention that nothing was mentioned about this the main issue on the prevoius reply from OR.

I have been with ORHP for over 9 years and have paid my bill on time everytime. Used the services several times. All services up to this point were handled professionally. Tried to use my plan coverage for an additionally item in the house. Was told that it wasn't covered after they sent out a local service provider that broke my appliance more than it was before. Tried to get it fixed thru ORHP and was told that it wouldn't be and there is nothing I can do about it. Once they have your money, they turn their backs on you! Plan will be cancelled and NOT renewed...

Initial Business Response /* (1000, 5, 2014/12/22) */
Ms. [redacted]
Revdex.com
Re: Plan XXXXXXXX
Dear Ms. [redacted],
Regarding the denial of coverage for the pipe leak and Ms. [redacted]'s request to waive the $60 Trade Call Fee; please refer Ms. [redacted] 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 sincere apologies to Ms. [redacted] that the terms and conditions of the Plan do not provide coverage in this situation. While the intent of Old Republic Home Protection is to provide as much coverage as possible, the Plan is not all inclusive and there are limitations which are standard in the home warranty industry.
If Ms. [redacted] has any questions, please advise her to contact us at XXX-XXX-XXXX for assistance.
Sincerely,
[redacted]
Claims Manager
Old Republic Home Protection

I do not even know where to begin with how disappointed we have been with ORHW; we will not be recommending them to anyone and will be advising the realtor who closed our house to look into other options for home warranty providers. We moved in 09/2014 and immediately noticed a leak; we then had several service providers (8-10 of them) out to our home over the course of 18 months, who were all unable to locate a leak. We had an air conditioning provider tell us that we had a problem with our roof, so we spent $1000.00 on roof repair that in turn did not fix the leak. We ended up having to re-grout around the tub to fix the issue, which was not covered under our plan but should have been discovered/noted by one of the many plumbing service providers we had out to our home. We have had 3 holes (a 3 foot by 3 foot hole in our ceiling as well as two 1-foot by 1-foot holes in our bathroom walls) that I was told would be fixed multiple times by multiple "supervisors" (I said I would not be taking the $100 cash out option they originally offered me). Now, I have just gotten off the phone with Lola, a customer service agent, who has informed me that I would be taking a $200 cash pay out and they would be sending me a check (*$200 is not going to be close to covering the repairs needed at this point - not even the "rough patch" that she said I was entitled). I asked to speak with her supervisor and was told that I would "not be speaking with anyone else about the matter" and that this was a claim decision after her review of the details and notes from our plan and file. I asked for a copy of our file with notes and was told that these were internal and would not be provided. I again asked to speak with her supervisor and was told no; she them informed me that this conversation was not getting anywhere, told me she would send me the check, and hung up on me. We obviously no longer have an active plan, as we went with another service provider after more than a year of not having our problem resolved, and apparently this is part of the issue (that our plan is no longer active); I specifically asked and was told multiple times that these holes would be fixed and was given the name of the company who was authorized to do so. So, in the end, we are out $1000 roofing and the cost of re-grouting and left with 5 square feet of various holes to be patched, sanded, and painted with a whopping $200 check from a "customer service agent" who told us we wouldn't be speaking with anyone besides her and hung up on me to end the phone conversation. Goodness! Very very poor customer service all the way around. I will be contacting the Revdex.com with regards to this issue, as I do not wish for others to have the same issues with this company.

Initial Business Response /* (1000, 5, 2015/11/20) */
Ms. [redacted]
Revdex.com
RE: Plan # XXXXXXXX
Dear Ms. [redacted],
Regarding the service request for the gas 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.
I have reviewed the file that indicates my associate, Mr. [redacted], has spoken with Mr. [redacted], and will follow up to ensure his service request is resolved in a timely manner. If Mr. [redacted] has any questions, please advise 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, 2015/11/24) */
(The consumer indicated he/she DID NOT accept the response from the business.)
As of this date 11/24/2015 am still having issues with my gas (hot water heater now will not keep pilot light lit). I have called the number and extension provided and have yet to ever get someone to answer that extension. I am on DAY 9 without hot water to bathe or do dishes. I still DO NOT BELIEVE the promises that ORHP CSM's make.
They will not respond in a any way in a timely manner, I have been put on hold every time I have called and many times for more than 30 minutes before talking to yet another CSM that I have to explain all over again the issues, then usually placed ON HOLD AGAIN. ORHP sent FOUR different plumbing companies out to fix my gas, and either the service provider sent was not allowed to required diagnostic testing to find the leak, or the service provider contracted by ORHP...just simply left. Again, I am on DAY 9 with NO HOT WATER the week of Thanksgiving. I am sure all the ORHP personnel will have a nice holiday week, but am convinced they care little about their planholders.
Final Business Response /* (4000, 9, 2015/11/25) */
Dear Ms. [redacted],
Regarding the service request for the water heater; please extend my sincere apologies to Mr. [redacted] that the water heater has malfunctioned. My associate, Mr. [redacted], Call Center Senior Authorizer, has been assigned to follow up and resolve this service request.
Please advise Mr. [redacted] if he has any questions 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, 2015/03/11) */
Ms. [redacted]
Revdex.com
Re: Plan # XXXXXXXX
Dear Ms. [redacted],
Regarding the service request for the water leak, and payment of 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]'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.
With regard to the $60 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."
We apologize the terms and conditions of the Plan did not provide coverage in this situation. While the intent of ORHP is to provide as much coverage as possible, the Plan is not all inclusive and there are limitations which are standard in the home warranty industry.
ORHP 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, 2015/03/12) */
(The consumer indicated he/she DID NOT accept the response from the business.)
I have not receive any kind of documents from ORHP or DC plumbing show what kind of service and actual cost of service from DC Plumbing did on 2/3/2015. I called many times to ORHP and DC Plumbing in past couple weeks and none of them able to provide me any documents at all. All I know is DC Plumbing's plumber show up on 2/3 morning for 10 minutes and told me they cannot fix it. Plumber also told me no charge on this work order since they not able to do anything. Plumber left without give me any documents, invoice, or want me to sign any documents at all.
According that Page 7 on Plan stated "TCF or the actual cost of service, whichever is less". This is mean I need to have document show me that the DC Plumbing "service"(actual is no service at all)is higher than TCF therefore I responsible for the TCF. If actual cost is less than TCF I will only pay whatever the actual cost, right?
I am willing to resolve this work order/invoice but need to have some kind of documents stated what kind of "service" DC Plumbing provided and actual cost of "service". All I know is no documents provide as of 3/12/2015. The truth is no service at all so I am thinking ORHP and/or DC Plumbing really don't know what service description they can put on the document.
Thanks again for everyone help on my case.
[redacted]
Final Business Response /* (4000, 14, 2015/03/24) */
Ms. [redacted],
Regarding the invoice from the plumber; the invoice Mr. [redacted] received is the online invoice we received from DC Plumbing. It provides the work order number, invoice number and the date they were at the property and confirms they provided service per Mr. [redacted]'s request. Please inform Mr. [redacted] to remit his Trade Call Fee payment to avoid disruption of coverage.
Sincerely,
[redacted]
Claims Manager
Old Republic Home Protection
Final Consumer Response /* (4200, 16, 2015/03/27) */
(The consumer indicated he/she DID NOT accept the response from the business.)
DC plumbing and ORHP does not provide DC plumbing California state contractor license number inside the invoice. Please have ORHP provide DC plumbing's California state contractor license number so I can follow up with California contractor state license boards (CSLB) regarding my concerns. Thanks.

Initial Business Response /* (1000, 6, 2014/11/14) */
Ms. [redacted]
Revdex.com
Re: Plan # XXXXXXXX and XXXXXXXX

Dear Ms. [redacted],
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.
Based on the information Mr. [redacted] provided, I have taken personal responsibility to address the issues outlined with the individual involved, ensuring she understands the result of her actions and comments.
With regard to the decision not to renew your Plans; 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 Mr. [redacted] wants to maintain his home warranty coverage, he 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.
Respectfully,
Old Republic Home Protection Co., Inc.

Initial Business Response /* (1000, 5, 2014/04/14) */
Ms. [redacted]
Revdex.com
Re: Plan XXXXXXXX
Dear Ms. [redacted],
Regarding the service request for the pool pump; I have reviewed the file and on April 11th, 2014, we authorized the replacement of the pool pump.
If Mr. [redacted] has...

any questions, please inform him to contact us at XXX-XXX-XXXX for assistance.
Sincerely,
[redacted]
Claims Manager
Old Republic Home Protection
Initial Consumer Rebuttal /* (2000, 7, 2014/04/17) */
(The consumer indicated he/she ACCEPTED the response from the business.)
The day I filed this complaint I received a call from ORHP. They said the 2nd pool tech (the garage door and roof repair man) told them my lack of maintenance had caused the pool problem because we let the pool water drop too low. He would repair it only IF I agreed to pay $850....WHAT??? OUR POOL WATER IS ALWAYS KEPT WHERE IT SHOULD BE...Its obvious this tech is trained to find anyway possible to deny a claim.
Sooo I AGAIN had to spend an enormous amount of time informing ORHP that it was this tech that tried previously to make repairs but was not successful. So now, after they worked on it and made it worse , ORHP says it is NOT COVERED.
Finally after talking with several people they decided maybe it wasn't my fault and sent someone else out to work on it again.
The 3rd tech that showed up was a certified pool tech and did repair the equipment. This tech was very professional and told me the other tech was crazy for stating I had caused the problem. He also confirmed the other tech had put a bunch of RTV or something on in my pump causing it to get worse. RTV or silicon should never be used on pool gaskets. This guy tried to clean off all the crap the other tech used and did the repair the equipment.
I wish ORHP would have sent this certified pool guy out sooner...say 3 weeks ago. They dont need to be sending their guy that works on garage doors and roofs to work on peoples pool equipment. Maybe I should send the guy that mows my yard to fix their PC...
For the record...The pump WAS NOT replaced as stated by the ORHP rep above, it was repaired. Its working right now but I am concerned some of that RTV may still be in there and cause problems later.
If you have lots of time to take off work.
If you have the time energy to repeat the same story to 10 different people at ORHP.
If your ok with the roofing guy filling your pool equipment with RTV and then blaming you if it doesn't work.
Then this is the right home warranty company for you.

Initial Business Response /* (1000, 5, 2014/09/17) */
Ms. [redacted]
Revdex.com
Re: Plan XXXXXXXX
Dear Ms. [redacted],
Regarding the non-covered costs necessary to replace the air conditioner air handler; I have reviewed the file and confirmed the air handler for the air conditioner system...

has failed and must be replaced. In order to complete the installation of the new equipment, there are $824 of non-covered costs for modifications and code upgrades.
Please refer to page 8 of the Plan titled Limitations of Liability under Permits and Other Fees that states:
"You may be responsible for the payment of additional fees not covered according
to the terms and conditions of the Plan. These fees may include, but are not
limited to:
1. The cost of permits and code upgrades.
4. The cost of construction, carpentry or other modifications made necessary
by existing or installing different equipment."
Please extend our apologies to Mr. [redacted] that the terms and conditions of the Plan do not provide coverage for all of the costs necessary to replace his air handler. 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, 2014/09/19) */
(The consumer indicated he/she DID NOT accept the response from the business.)
I find it utterly ridiculous that the costs are covered if the AHU has to be replaced to match the Condenser when upgrading to industry standards of 13 Seer but it it fails in conjunction with the Condenser that the costs are not covered. In addition the contractor marked up the parts higher than I have ever seen. A $12 (high range price) float switch marked up to $75 as well as less than 1/2 a sheet of plywood marked up to $75. They stated that it is the only way they can make money since ORHP will not cover costs of other parts such as whips and mastic. I am out over $900 for this whole evolution and guess what? I still don't have air! That's right the new system is not working either! I am beyond upset!
Final Business Response /* (4000, 9, 2014/09/24) */
Ms. [redacted],
Regarding the non-covered costs necessary to install the new air conditioner equipment; I have reviewed the file, and cost of material and labor for the non-covered costs was within the amount commonly charged for these items in the [redacted] area.
However, due to the circumstances, I was informed by the owner of Gator AC, that they waived the additional costs for the permit, breaker and thermostat (required by code), to complete the installation of the equipment.
Please extend our sincere apologies to Mr. [redacted] for the circumstances that occurred, and inform him if he has any questions to please contact us at XXX-XXX-XXXX for assistance.
Sincerely,
[redacted]
Claims Manager
Old Republic Home Protection
Final Consumer Response /* (4200, 13, 2014/09/26) */
(The consumer indicated he/she DID NOT accept the response from the business.)
Those fees were not waived....I already paid them....I understand the contractor's mark up after talking to them...it's the fact that they should have been covered under the warranty. Clear case again of the little guy getting screwed by a large corporation who speaks in circles and finds every little loophole possible to get around paying for a legit claim. Lesson learned...stay away from ORHP.....

Initial Business Response /* (1000, 5, 2015/08/21) */
Ms. [redacted]
Revdex.com
Re: Plan XXXXXXXX
Ms. [redacted],
Regarding the service request for the air conditioner; after further review of the file, a conversation with AGS Services, and the Plan Holder, Old Republic Home Protection...

(ORHP) has agreed to provide coverage for the air conditioner. I spoke with Mr. [redacted] and advised him that ORHP will contact him next week to discuss the next steps to resolve his service request.
If Mr. [redacted] has any questions, please advise him to contact me at XX-XXX-XXXX Ext. [redacted]
Sincerely,
[redacted]
Plan Compliance Manager
Old Republic Home Protection
Initial Consumer Rebuttal /* (3000, 7, 2015/08/28) */
(The consumer indicated he/she DID NOT accept the response from the business.)
We are still waiting for repairs to be done. Our original call was on 8/13/15, it is now 8/28/15 and no repairs have been done and for 2 weeks my family has been dealing with temps of XX-XXX degrees in our home.
We received a call from Customer Service stating this is going to cost us $1,400.00 out of pocket for us.
We also feel the repair person they sent out to us AGS Services is unprofessional and we worry about his credibility. Two times now he has come to our home at 10pm to do work and he has made comments about not liking the "big, time consuming jobs".
I will be contacting Mr. [redacted] to follow up and will respond/close this complaint once the work is finally completed.
Final Business Response /* (4000, 9, 2015/08/31) */
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, AGS will pick up the equipment and contact Mr. [redacted] to schedule an appointment to complete the installation. If Mr. [redacted] has any questions, please advise him to contact Al at AGS (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.
Sincerely,
[redacted]
Plan Compliance Manager
Old Republic Home Protection

Initial Business Response /* (1000, 5, 2014/06/26) */
Ms. [redacted]
Revdex.com
Re: Plan # XXXXXXXX
Dear Ms. [redacted],
Regarding the service request for the air conditioner; on behalf of Old Republic Home Protection (ORHP) and its employees, please extend our sincere apologies for the...

circumstances outlined in Ms. [redacted]'s letter.
ORHP, like other home warranty companies, uses Independent Network Service Providers to service our Plan Holders. Although efforts are made to dispatch qualified Service Providers that can provide quality service, occasionally circumstances occur that are unacceptable to ORHP and our Plan Holder.
I assure you, ORHP employees value the trust each of our Plan Holders place in us to resolve their service request in a timely and professional manner and when this does not occur, steps are taken to review what went wrong and implement improvement.
Based on the information you provided, I have taken personal responsibility to address the issues outlined with the Service Provider and individuals involved, ensuring they understand the result of their actions and comments.
ORHP appreciates you taking the time to provide your opinion and perspective of your service experience, which in turn, provides ORHP the opportunity to improve the service we provide to our customers.
With regard to the well pump service request; I reviewed your Plan and confirmed the optional Well Pump coverage was not purchased, and as a result, we are unable to provide service.
We apologize the terms and conditions of the Standard 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.
ORHP values Ms. [redacted] as a customer, and we hope she realizes the value of the Plan and the many benefits it provides. If Ms. [redacted] still wishes to cancel her Plan, please inform her to mail a written request to ORHP, or fax the request to XXX-XXX-XXXX, and the Plan will be cancelled in accordance with the terms and conditions of the Plan.
If Ms. [redacted] has any questions, please advise her to contact us at XXX-XXX-XXXX for assistance.
Best regards,
[redacted]
Claims Manager
Old Republic Home Protection

Absolutely horrible experience with this company. Every time I called to get anything fixed, it either wasn't covered or they would send someone out to put a band-aid on it. I have paid for the plan with additional pool coverage and two different times they sent someone out to 'fix' something, when the person/company got here told me they could not fix it due to it not being covered under my plan. Yet I had to pay the $65 fee for them to come out and do nothing. The one time they sent out someone to fix my garage door/opener, he adjusted something and said it was fixed. I ended up paying $150 and having to replace it on my own.

Initial Business Response /* (1000, 5, 2014/06/17) */
Ms. [redacted]
Revdex.com
Re: Plan XXXXXXXX
Dear Ms. [redacted],
Regarding the service request for the evaporative cooler; on behalf of Old Republic Home Protection (ORHP) and its employees, please extend our sincere apologies for the...

circumstances outlined in Ms. [redacted]'s letter.
ORHP, like other home warranty companies, uses Independent Network Service Providers to service our Plan Holders. Although efforts are made to dispatch qualified Service Providers that can provide quality service, occasionally circumstances occur that are unacceptable to ORHP and our Plan Holder.
I assure you, ORHP employees value the trust each of our Plan Holders place in us to resolve their service request in a timely and professional manner and when this does not occur, steps are taken to review what went wrong and implement improvement.
I have reviewed the file that indicates on October 28th, 2013, you informed us that you had additional information that supports the evaporative cooler installed by our Independent Network Service Provider, Iceman Cooling, is undersized; however, the file does not reflect we received that information. Please provide me any additional information you have at your earliest convenience for my immediate review and mail it to me at the following address:
Old Republic Home Protection
[redacted]
[redacted] XXXXX
Best regards,
[redacted]
Claims Manager
Old Republic Home Protection
Consumer Response /* (-5, 10, 2014/07/09) */
I filed a complaint and it looks like there was a response from the company on July 4. However, I did not receive that correspondence and need to know how to check it and reply. They are asking for the information that the unit was the wrong size for my house. That was determined by an A/C board through the Arizona Revdex.com. It was against Old republic Home warranty company about my evaporative cooler. My name is [redacted]. My email address is [redacted]@aol.com
Consumer Response /* (3000, 12, 2014/07/09) */
Hello [redacted],
As stated over the phone, the ACIAC committee did recommend that you file a complaint against Old Republic Home Warranty company due to them providing you with the incorrect sized unit per your manufacturers specifications. Below you will find the link to Old Republic's business review for further processing.
http://www.Revdex.com.org/[redacted]-ca-XXXXX
Once you do file your complaint against Old Republic, please provide me with a short update so I am able to contact the San Francisco Revdex.com to inform them of what has transpired.
Business Response /* (4000, 14, 2014/07/10) */
Ms. Thomas,
As mentioned in previous correspondence, we have spoken with the installer of the air conditioner, and he insists the equipment he installed is the same size as the equipment that was in the home. If Ms. [redacted] has information that supports the equipment installed is not the same size as the equipment that was in the home, please inform her to provide the information to me for review.
Sincerely,
[redacted]
Claims Manager
Old Republic Home Protection
Consumer Response /* (4200, 16, 2014/07/11) */
(The consumer indicated he/she DID NOT accept the response from the business.)
As stated and found the wrong size unit was placed on the house as founded by the A/C through the Revdex.com in Arizona. The installer of the unit has accepted fault that he placed the wrong size unit. As stated several times in the past, he claimed he placed a unit that would be sufficient for up to 1800sf, which is what he said was on the house originally. It has been determined that his math was wrong and replaced the unit with an 1125sf unit, which is no where near the 1800 that he claimed.

Initial Business Response /* (1000, 5, 2015/07/06) */
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.
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.
As a result of the circumstances that occurred, ORHP has agreed as a gesture of goodwill, to honor Mr. [redacted]'s request to waive the $100 Trade Call Fee.
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, 2015/07/11) */
(The consumer indicated he/she ACCEPTED the response from the business.)
I appreciate the waiver of the call out fee however I did request to speak to a supervisor and have yet to hear from one.

Initial Business Response /* (1000, 5, 2015/08/19) */
Ms. [redacted]
Revdex.com
Re: Plan XXXXXXXX
Dear Ms. [redacted],
Regarding the service request for the air conditioner; I have reviewed the file and confirmed that both of the Independent Network Service Providers dispatched by Old...

Republic Home Protection (ORHP) diagnosed there is no mechanical malfunction of the air conditioner condenser or evaporative coil, and the air conditioner is cooling within manufacturer specifications. As a result, there is no repair to be authorized for the air conditioner equipment.
ORHP values Mr. [redacted] as a customer, and we hope he realizes the value of the Plan and the many benefits it provides. If Mr. [redacted] still wishes to cancel his Plan, please advise him to mail a written request to ORHP, or fax the request to XXX-XXX-XXXX, and the Plan will be cancelled in accordance with the terms and conditions of the Plan.
Sincerely,
[redacted]
Claims Manager
Old Republic Home Protection
Initial Consumer Rebuttal /* (3000, 7, 2015/08/20) */
(The consumer indicated he/she DID NOT accept the response from the business.)
ORHP still failed to address the two main concerns of my complaint in their response. Ineffective service and continually delayed taking action.
Taking an over a week for their independent contractor to respond to an A/C out with summer temps 90+ is unacceptable. A $400 electric bill and high head pressure is a malfunction.
If ORHP is feels it is unable to repair my system under the terms of the contract and ORHP truly "values" me as a customer, they should recognize that I'm completely dissatisfied with their product and issue a refund for the policy immediately. Doing so would allow me to find a company that can meet my needs.
Final Business Response /* (4000, 9, 2015/08/21) */
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 any delays that occurred providing service.
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.
With regard to the diagnosis of the air conditioner; please advise Mr. [redacted] if he has any additional information he believes should be considered with regard to the diagnosis of the air conditioner, to forward it to me for review.
As for Mr. [redacted]'s request for a refund of the Plan Fee; please refer to page 9 of the Plan that states:
"Florida Residents: You [redacted] cancel upon demand and receive a full refund without penalty
within the first thirty (30) days after the effective date of the Plan. However, in the event services
have been rendered, those costs will be deducted from the refund.
In the event Plan is cancelled by you after thirty (30) days, you shall be entitled to a pro rata
refund of the paid Plan fee for the unexpired term less service cost and a $20 administrative cost
or 5% of the gross premium, whichever is less.
If Plan is cancelled by us, for any reason other than fraud or misrepresentation, you shall be entitled to
a pro rata refund of the paid Plan fee for the unexpired term less service cost."
If the Plan is cancelled, it will be processed in accordance with the terms and conditions of the Plan.
If Mr. [redacted] would still like the Plan cancelled, please advise him to provide a written request to Old Republic Home Protection, or fax the request to XXX-XXX-XXXX, and the Plan will be cancelled. If he would like to find out the amount of the Plan refund, please advise him to contact our accounting department at XXX-XXX-XXXX for assistance.
Best regards,
[redacted]
Plan Compliance Manager
Old Republic Home Protection
Final Consumer Response /* (4200, 11, 2015/08/24) */
(The consumer indicated he/she DID NOT accept the response from the business.)
Canceling the policy at a pro rate is unacceptable. I'm completely dissatisfied with the plan and I have seen no value. I have a $400 electric bill and had a third party examine the system and found high head pressure as evidence of a malfunction. A properly functioning system does not have high head pressure. What manufacturer specification allow for a high head pressure? Temps continue to be 90+ and we continue to suffer do to a malfunctioning A/C system and ORHP continues to make excuses.
Again, if ORHP is feels it is unable to repair my system under the terms of the contract and ORHP truly "values" me as a customer, they should recognize that I'm completely dissatisfied with their product and issue a refund for the policy immediately. Doing so would allow me to find a company that can meet my needs.

Complaint: [redacted]I am rejecting this response because:Old republic needs to read the entire file . Since I replied to the last apology ,  [redacted] has not contacted me since orhw insisted he needed to finish the job since he was contracted to do it I complied.  After waiting more than 2 weeks he has never contacted me or come to finish the job.  They have threaten me with turning me over to a collection agency because the 1st contractor sent in early June.  Charge me 65 dollars instead of 100 dollars . I called and now I have to have another contractor come out diagnose the problem and set it up for what ever he thinks problem is.  It's September  Air  conditioning isn't that necessary anymore.  I'm sure that next Summer this will begin again.  I have been very patient .  I have gone all summer without air [redacted],[redacted] I have spent money on contractors ,removal of parts,disposal of Freon ,had to go to a Laundromat to dry clothes because contractor turn off power to my dryer.  Payed someone to come to check dryer someone to check lint hose,bought dinner out 10 12 times because it was too hot to use my stove .  I have invested more than 700 dollars for something that should have cost 100 .  In addition to the money heat exhaustion aggravation intimidation health threats to my 85 year old mother and disabled children, I have too spend time complaining to a third party and explain the situation every time I call orhw and it always seem it's new information.  I think asking for a free year plan is not that uncalled for since I have been very amenable    Sincerely,[redacted]

Initial Business Response /* (1000, 5, 2015/01/23) */
Ms. [redacted]
Revdex.com
Re: Plan XXXXXXXX
Dear Ms. [redacted],
Regarding the denial of coverage for the Washer; I have reviewed the file and confirmed the optional Washer coverage was not purchased when the Plan was renewed. According...

to the file, when Mr. [redacted] ordered the Plan on October 13, 2009, he added the optional Washer/Dryer coverage. The following year, Mr. [redacted] renewed the Standard Plan with no optional coverage added. Each subsequent year, including the current Plan, the only option purchased by Mr. [redacted] was the Ultimate Protection, which covers for components excluded on the Standard Plan. The Ultimate Protection does not provide coverage for optional systems or appliances, such as the Washer.

In addition, the Declaration page mailed to Mr. [redacted], when he renewed his Plan, identifies the coverage purchased.
Mr. [redacted] mentioned in his letter that Old Republic Home Protection has provided service to his Washer in the past, and therefore, he assumed the Washer was covered by his Plan. However, I reviewed his file that indicates the only service request for the Washer was on January 17, 2015, when Mr. [redacted] was informed he did not have Washer coverage.
Please extend our sincere apologies for any misunderstanding with regard to the Plan coverage Mr. [redacted] purchased.
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, 2015/08/28) */
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 Providers and individuals involved, ensuring they understand the result of their actions and comments.
I have spoken with Mr. [redacted], and advised him that I have dispatched Lee's Heating and Air Conditioning to provide a diagnosis of the air conditioner water leak. If Mr. [redacted] has any questions, please advise him to contact me at XXX-XXX-XXXX Ext. [redacted].
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, 2015/08/31) */
(The consumer indicated he/she DID NOT accept the response from the business.)
Its good potential that a manager from old republic called me last week and that he promissed to send another trusted contractor to assess the AC water leak on my property. However I will meet the new contractor on site to see and I hope I hear good rational of this leak and how can we manage it. I want to trust the OR again and let it continue to maintain the houses I own. Just a reminder I am an ultimate customer and my AC unit and the ducts r included in my policy and I hope the OR will do the right decision to resolve my problem. Last week also my claim for service was denied for the other house but this [redacted] be because the needed plumbing work was outside the house
Final Business Response /* (4000, 9, 2015/09/01) */
Dear Ms. [redacted],
Mr. [redacted] has an appointment September 1, 2015 with Lee's HVAC to service the air conditioner and provide Old Republic Home Protection a diagnosis. Once we have received the diagnosis, Mr. [redacted] will be contacted to discuss coverage.
Sincerely,
[redacted]
Plan Compliance Manager
Old Republic Home Protection
Final Consumer Response /* (4200, 11, 2015/09/03) */
(The consumer indicated he/she DID NOT accept the response from the business.)
the dispute still between me and the old republic as far as it refuses to carry the responsibility according to the contract between me and them.I asked for my complain 3 things repair, replace, or give my money back. 6 months now I have 3 contracts with 3 houses, I asked 3 times for service and the 3 times I was denied including this one of the AC. So, the old republic got more that $1200 and 3 times visit with $180 and I got nothing for God sake.
only I got some sweet words from one of its managers that he will send another contractor to diagnose,,,well and good,,, what did he say after the visit,,, he said that he found out the cause of the problem of the AC leak dropping over my house the cause is the AC needs leveling. and this is the 4th diagnosis I heard from the technicians of the old republic and neither of (all these disorders were included in my policy) when I thanked him for his diagnosis he he told me don't thank me before managing this leak. I told him well and good. talk to the old republic manager and tell him this diagnosis.
after 2 days the manager called me denying my service as the diagnosis was not included in my policy which is solely includes two things written on the first page 1- the AC 2- the swimming pool.
after that I told the manager ok while the technician diagnosed the leveling disorder in my AC I would like him to fix it and I will pay him directly. the manger told me that "it is not necessary this technician u can find another". for God sake ,, the other people diagnosed the AC drain pan is dripping on my house and the AC must be replaced so how can I convince them to do leveling. I tried to call the technician that diagnosed the leveling issue and he was vanished like others,,, these companies for courtesy to the old republic and to maintain their business with the old republic they should not cost the old republic much money yet they keep their services and the customers go to hill. this is the story in brief. I am not satisfied with all the scenario that was acted by the manager and the friendly companies he is hiring. I want to see one service from the old republic but I couldn't get any.
I still want a mediation or arbitration to get my rights from the old republic. the old republic guys dont have a middle solution and they dont like it while the denial will cost them nothing. they are experts not in home protection but in creating excuses to escape the responsibility. although I will not be able to let the tenants in the house more than that. I waited almost one month because of the old republic and at the end I will replace my AC myself only what I got is the delay.
thank you again the Revdex.com. u tried your best and I appreciate it.

Initial Business Response /* (1000, 5, 2014/11/03) */
Ms. [redacted]
Revdex.com
Re: Plan # XXXXXXXX
Dear Ms. [redacted],
Regarding the service request for the plumbing stoppage; 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.
I have reviewed the file and my associate, Ms. [redacted], has spoken with Ms. [redacted], and requested a copy of the invoice from her Out-Of-Network Contractor for review.
If Ms. [redacted] has any questions, please inform her to contact Ms. [redacted] at XXX-XXX-XXXX ext. [redacted] for assistance.
ORHP appreciates Ms. [redacted] taking the time to provide her opinion and perspective of her service experience, which in turn, provides ORHP the opportunity to improve the service we provide to our customers.
Best regards,
[redacted]
Claims Manager
Old Republic Home Protection
Initial Consumer Rebuttal /* (3000, 7, 2014/11/17) */
(The consumer indicated he/she DID NOT accept the response from the business.)
This response did not address the full refund for monies paid out for plumbing service I paid out. I received a phone call asking for a copy of the invoice to witch I sent. I received another call telling me I would receive a refund in the amount of 435.oo. I have not received this refund as of 11/17/2014.
Final Business Response /* (4000, 9, 2014/11/18) */
Ms [redacted],
Please inform Ms. [redacted] that her file indicates that my associate, Ms. [redacted], has processed the reimbursement of $435, and it will be mailed within the next ten business days.
If Ms. [redacted] has any questions, please advise her to contact Ms. [redacted] at XXX-XXX-XXXX ext [redacted] for assistance.
Sincerely,
[redacted]
Claims Manager
Old Republic Home Protection
Final Consumer Response /* (4200, 11, 2014/11/21) */
(The consumer indicated he/she DID NOT accept the response from the business.)
I e-mailed a copy of the bill November 3rd and spoke to someone the next day letting me know I would be refunded within 10 days, it is now day 17 and I have still not received my refund check. I paid for this service on a credit card and the longer it takes to receive my refund the more interest I am paying. Again another example of this companies bad customer service!!!!!!

Ms. [redacted],
Our previous response outlines the series of events,  and our decision with regard to coverage.
Sincerely,
[redacted]
Plan Compliance Manager
Old Republic Home Protection