Old Republic Home Protection Company, Inc.

Revdex.com:I have reviewed the response made by the business in reference to complaint ID [redacted], and find that this resolution is satisfactory to me.
Yes- After making a post on the company's facebook page I was contacted and reimbursed. However I still think the company is shady due to the fact they want cancel your plan over the phone. They transfer to a pre-recorded message that explains how to cancel. Which includes sending a letter and other things to cancel. This is bogus! But again, I did get my money refunded back to me on this case. Sincerely, [redacted]

[redacted],
 
Please advise [redacted] our address is [redacted].
 
Sincerely,
 
[redacted]
Plan Compliance Manager
Old Republic Home Protection

Initial Business Response /* (1000, 5, 2015/05/14) */
[redacted]
Revdex.com
Re: Plan XXXXXXXX
Dear Ms. [redacted],
Regarding the service request for the dishwasher; on behalf of Old Republic Home Protection (ORHP) and its employees, please 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.
According to the file, we have dispatched Sears to diagnose the dishwasher and determine if a repair or replacement is necessary. My associate, Mr. [redacted], has been assigned to follow up to ensure a timely resolution. If Ms. [redacted] has any questions, please advise her to contact Mr. [redacted] at XXX-XXX-XXXX ext. [redacted] for assistance.
ORHP appreciates Ms. [redacted] taking the time to provide her opinion and perspective of her service experience, which in turn, provides ORHP the opportunity to improve the service we provide to our customers.
Best regards,
[redacted]
Claims Manager
Old Republic Home Protection
Initial Consumer Rebuttal /* (3000, 7, 2015/05/15) */
(The consumer indicated he/she DID NOT accept the response from the business.)
The repair of the dishwasher is still outstanding. Sears will be the third company to take a look and Tuesday makes it two weeks without my dishwasher. The water damage done by budget appliance will cost thousands of dollars. This is the second time OR has send under qualified people to work on my home. I want a new dishwasher and the insurance info for their vendor to pursue damages. The water has rusted the bottom of my dishwasher, regardless if you can get it working the integrity of the unit has been jepordized. The flooding was 1inch from light socket. We are all lucky that this negligence had not started a fire. I will not run this dishwasher just to see if you can fix it. Its broken.
Final Consumer Response /* (3000, 14, 2015/06/12) */
Old republic sent out uninsured company to fix my dishwasher. Old republic gave me te policy number for budget appliance repair services. I called their insurance and they have no insurance as of 6/15/14. I hold Old republic responsible for these secondary damages as well as the replacement of a dishwasher and any service call fees. Please have them respond asap.
Final Business Response /* (4000, 16, 2015/06/15) */
Ms. [redacted],
I have reviewed the file that indicated originally Ms. [redacted] was provided inaccurate insurance information regarding Budget Appliance; please extend our apology. According to the file, my associate, Ms. [redacted], Call Center Supervisor, emailed Ms. [redacted] the following updated information on June 8, 2015 regarding the General Liability Insurance for Budget Appliance:
Dear Ms. [redacted],
Per your request, the following is the general liability insurance information for Budget Appliance Repair Service:
State Farm Insurance
Agent: [redacted]
[redacted] A [redacted] St. [redacted] XXXXX
Policy Number: [redacted]
Effective date: [redacted]
If [redacted] has any question or concerns regarding this information; please advise her to contact Ms. [redacted] at her convenience at XXX-XXX-XXXX ext [redacted]
Sincerely,
[redacted]
Claims Manager
Old Republic Home Protection

Initial Business Response /* (1000, 5, 2014/11/25) */
Ms. [redacted],
In order for me to review this situation, please provide the proeprty address or Plan number regarding the property Ms. [redacted] is referencing; according to our file, the Plan for the property at the address she provided...

expired [redacted] 16, 2013.
Thank you
Sincerely,
[redacted]
Claism Manager
Old Republic Home Protection

Initial Business Response /* (1000, 5, 2015/07/17) */
Ms. [redacted]
Revdex.com
Plan XXXXXXXX
Dear Ms. [redacted],
Please advise Ms. [redacted] that I have forward this to our Accounting Department, and someone will contact her to discuss this situation. If she has any questions, she can...

contact the Accounting Dept. Supervisor, Ms. [redacted], at XX-XXX-XXXX ext. [redacted] for assistance.
Sincerely,
[redacted]
Claims Manager
Old Republic Home Protection
Initial Consumer Rebuttal /* (3000, 7, 2015/07/26) */
(The consumer indicated he/she DID NOT accept the response from the business.)
someone did contact me, left a general phone number. no one knew who had called me. they said that I received a bill for over $300 because they had to hold onto my check while they waited for the additional $6. when I asked why there was no notation to that affect on the bill, they said they are unable to make notations. this doesn't solve anything. again if I hadn't had kept good records I might have paid that additional monies. everyone I've spoken too has had an attitude. [redacted] be next year i'll switch to another home warranty program.
Final Business Response /* (4000, 9, 2015/07/28) */
Dear Ms. [redacted],
Regarding the response from Ms. [redacted]; 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 issues in a timely and professional manner and when this does not occur, steps are taken to review what went wrong and implement improvement.
Based on the information you provided, I have taken personal responsibility to address the issues outlined with the individuals involved, ensuring they understand the result of their actions and comments.
ORHP 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

Complaint: [redacted]I am rejecting this response because:
It is not the policy owner's responsibility to determine the cause of the defect.  Again, Old Republic's technicians have come to our house almost 10 times and none have been able to Prove the problem. The entire line is behind drywall and not in an attic space. However, the consensus is that the line must be replaced based on speculation.  They say it is less expensive to run a new line rather than pinpoint the problem.  This recommendation comes from our independent expert as well as Old Republic's experts. Perhaps, Old Republic should speak with their technician about this issue for the entire story.  
Most have also said that it sounds like the wire is arcing, which is a dangerous condition.  Did that make it into the reports?
This is simply ridiculous and is causing our family distress.
Sincerely,[redacted]

Complaint: [redacted]I am rejecting this response because: I called (as well as [redacted]Rooter called and spoke to a representative prior to the services being completed) and was told to call back for the authorization number AFTER the service was rendered. When the [redacted] Rooter rep called he even questioned, "What if it's not approved and I've completed the service already?" The representative then told him, "It WILL be approved, don't worry about it."  When we called after the service was completed, we were told that it was not supposed to be covered. A supervisor then got on the phone and obviously listened to the 2 previous calls because he then stated he would approve it since both of us were told false information.
 
After we received the approval, I called back to CANCEL the plan, I was told I needed to send in a letter to cancel. Which I did and then blocked any other transactions from your company from going through on my credit card because of the completely false information I had received numerous times that day. I questioned the rep, "Is there any cancellation fees?" She plainly told me, "No, there is not any early cancellation fees." And then I received a bill for the cancellation. 
 
I paid aid for this service for over a year with only one claim. I think it's more than fair to ask to write off the $82 because of the numerous inconviences I have been caused during this entire process. I have been given incorrect information on more than one occasion and when I called [redacted] Rooter, the plumber also remembers the specific conversation he had with your company. I would prefer to keep this out of small claims court, but a case will be opened if this isn't resolved. Sincerely,[redacted]

Initial Business Response /* (1000, 5, 2014/03/03) */
Ms. [redacted]
Revdex.com
Re: Plan # XXXXXXXX
Dear Ms. [redacted],
Regarding the service request for the garbage disposal; I have reviewed the file and on February 28th, 2014, the service request was dispatched to one of our independent...

network Service Providers; AM PM Plumbing.
Please inform Mr. [redacted] if he has not heard from them to schedule an appointment, to please call them at XXX-XXX-XXXX for assistance.
If Mr. [redacted] has any questions, please advise him to contact us at XXX-XXX-XXXX.
Sincerely,
[redacted]
Claims Manager
Old Republic Home Protection
Final Consumer Response /* (2000, 7, 2014/03/04) */
(The consumer indicated he/she ACCEPTED the response from the business.)
2nd call to this company resolved all concerns. The rep I spoke to most recently was very courteous and responsive. Although I would have preferred this level of service on my first call, I am now a satisfied customer.
I would have deleted my complaint altogether if I could.

Initial Business Response /* (1000, 5, 2016/01/18) */
Ms. [redacted]
Revdex.com
RE: Plan # [redacted]
Dear Ms. [redacted],
Regarding the service request for the oven; on behalf of Old Republic Home Protection (ORHP) and its employees, please extend our sincere apologies for the...

circumstances outlined in Ms. [redacted] letter.
ORHP, like other home warranty companies, uses Independent Network Service Providers to service our Plan Holders. Although efforts are made to dispatch qualified Service Providers that can provide quality service, occasionally circumstances occur that are unacceptable to ORHP and our Plan Holder.
I assure you, ORHP employees value the trust each of our Plan Holders place in us to resolve their service request in a timely and professional manner and when this does not occur, steps are taken to review what went wrong and implement improvement.
Based on the information Ms. [redacted] provided, I have taken personal responsibility to address the issues outlined with the Service Providers and individuals involved, ensuring they understand the result of their actions and comments.
According to the file, my associate, Ms. [redacted], has spoken with Ms. [redacted], and will follow up to ensure the service request is resolved in a timely manner. If Ms. [redacted] has any questions, please advise her to contact Ms. [redacted] at [redacted] Ext. [redacted] for assistance.
ORHP appreciates Ms. [redacted] taking the time to provide her opinion and perspective of her service experience, which in turn, provides ORHP the opportunity to improve the service we provide to our customers.
Best regards,
[redacted]
Plan Compliance Manager
Old Republic Home Protection
Initial Consumer Rebuttal /* (3000, 7, 2016/01/21) */
(The consumer indicated he/she DID NOT accept the response from the business.)
The business did nothing to resolve the issue and had the same response as when I filed the complaint. This company has numerous complaints! I have now been without an over longer than a month!
Final Business Response /* (4000, 9, 2016/01/25) */
Dear Ms. [redacted],
Please extend our apologies for the delay obtaining the repair parts for Ms. [redacted] oven. Although efforts are made to obtain parts from the independent suppliers, occasionally delays occur that we have no control over, and that are unacceptable to Old Republic Home Protection and our Plan Holder.
According to the file, my associate, Ms. [redacted], is following to ensure the service is completed as quickly as possible once the parts are available to the Service Provider.
If Ms. [redacted] has any questions, please advise her to contact Ms. [redacted] at
[redacted] Ext. [redacted] for assistance.
Sincerely,
[redacted]
Plan Compliance Manager
Old Republic Home Protection

Initial Business Response /* (1000, 5, 2015/04/15) */
Ms. [redacted]
Revdex.com
Re: Plan # XXXXXXXX
Dear Ms. [redacted],
Regarding the service request for the microwave oven; on behalf of Old Republic Home Protection (ORHP) and its employees, please extend our sincere apologies for the...

circumstances outlined in Mr. [redacted]'s letter.
I have reviewed the file that indicates the technician from Fast Service Appliance diagnosed the microwave oven door panel/handle was cracked and must be replaced. He also informed us that the damage does not affect the heating operation of the microwave oven.
Please refer to page 4 of the Plan under Oven, Range, Cooktop, Built-in Microwave Oven that states coverage applies to:
"All components that affect the heating/cleaning operation of the unit ... "
With regard to the Trade Call Fee; based on my review of the file and the information provided by Mr. [redacted], I have agreed as a matter of goodwill, to reimburse the $60 Trade Call Fee and a check for $60 will be mailed to him within the next ten business days.
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.
Please extend our apologies to Mr. [redacted] that the terms and conditions of the Plan did not provide coverage in this situation. While the intent of 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 any questions, please advise him to contact us at XXX-XXX-XXXX for assistance.
Best regards,
[redacted]
Claims Manager
Old Republic Home Protection

Initial Business Response /* (1000, 5, 2015/06/26) */
Ms. [redacted]
Revdex.com
Re: Plan # XXXXXXXX
Dear Ms. [redacted],
Regarding the service request for the dishwasher; on behalf of Old Republic Home Protection (ORHP) and its employees, please 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], has dispatched Sears to provide their opinion regarding the dishwasher malfunction, and [redacted] follow up with Mr. [redacted] to resolve his service request. If Mr. [redacted] has any questions, please advise him to contact Ms. [redacted] at XXX-XXX-XXXX ext. 1055 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, 2015/06/29) */
(The consumer indicated he/she DID NOT accept the response from the business.)
Sending a second repairman 10 days after the first repairman (which they chose) couldn't fix the problem is not a reasonable solution. I filed the claim on 5/3 and still have no operating dishwasher. When [redacted] they simply replace it???
Final Business Response /* (4000, 9, 2015/06/30) */
Dear Ms. Thomas,
If Mr. [redacted] has any questions, please advise him to contact Ms. [redacted] at XXX-XXX-XXXX ext. 1055 for assistance.
Sincerely,
[redacted]
Claims Manager
Old Republic Home Protection
Final Consumer Response /* (4200, 11, 2015/07/01) */
(The consumer indicated he/she DID NOT accept the response from the business.)
I do not have a working dishwasher or a check for a replacement yet.

[redacted]Revdex.comRE: Plan # [redacted]Dear [redacted], Regarding the service request for the pool equipment; on behalf of Old Republic Home Protection (ORHP) and its employees, please extend our sincere apologies for the circumstances outlined in **. [redacted] letter. ORHP, like other home warranty companies, uses Independent Network Service Providers to service our Plan Holders. Although efforts are made to dispatch qualified Service Providers that can provide quality service, occasionally circumstances occur that are unacceptable to ORHP and our Plan Holder. I assure you, ORHP employees value the trust each of our Plan Holders place in us to resolve their service request in a timely and professional manner and when this does not occur, steps are taken to review what went wrong and implement improvement.I have reviewed the file that indicates my associate, **. [redacted], has spoken with **. [redacted] and will follow up to ensure the service request is resolved in a timely manner. If **. [redacted] has any questions, please advise him to contact **. [redacted] at [redacted]ORHP appreciates **. [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]Old Republic Home Protection

Initial Business Response /* (1000, 5, 2015/06/10) */
Ms. [redacted]
Revdex.com
Re: Plan # XXXXXXXX
Dear Ms. [redacted],
Regarding the discussion with our staff concerning the effective date of your Plan; 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.
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 that indicates your spoke with my associate, Ms. Love, Accounts Receivable Supervisor, and she explained that there is a 30 day wait for Plans sold as a For Sale By Owner.
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.
Best regards,
[redacted]
Claims Manager
Old Republic Home Protection
Initial Consumer Rebuttal /* (3000, 7, 2015/06/11) */
(The consumer indicated he/she DID NOT accept the response from the business.)
The response did not provide any resolution, apology nor acceptance of the original Terms and conditions. A company MUST take ownership of its terms and conditions when conveyed verbally in the state of Texas.
Final Business Response /* (4000, 9, 2015/06/12) */
Ms. [redacted],
As stated previously, please extend our apology for any misunderstanding or incorrect information with regard to the 30 day wait. If Ms. [redacted] would prefer her Plan be cancelled so she can purchase a Plan from a different home warranty company, please advise her to let me know, and I will process a full refund of the Plan fee.
Sincerely,
[redacted]
Claims Manager
Old Republic Home Protection
Final Consumer Response /* (4200, 11, 2015/06/15) */
(The consumer indicated he/she DID NOT accept the response from the business.)
From the very beginning I have fully disclosed there was no agent involved.
I wanted to make it VERY CLEAR * I DID NOT ASK FOR THE WAIVER OF THE WAITING PERIOD / I WAS TOLD AND EVEN ASSURED MORE THAN ONCE BY EACH REPRESENTATIVE I would not incur the warranty waiting period*. This was offered to me. Therefore I simply expect it to be fulfilled.
I do not accept the alternate resolution, but the original terms, where the close date is 6/1 with my warranty start date as 7/1/2015.
I will be forwarding this matter to the Texas Attorney General's Office, next.

Initial Business Response /* (1000, 5, 2015/11/09) */
Ms. [redacted]
Revdex.com
RE: Plan # XXXXXXXX
Dear Ms. [redacted],
Regarding the service request for the water heater; on behalf of Old Republic Home Protection (ORHP) and its employees, please extend our sincere apologies for the...

circumstances outlined in Ms. [redacted]' letter.
I assure you, ORHP employees value the trust each of our Plan Holders place in us to resolve their service request in a timely and professional manner and when this does not occur, steps are taken to review what went wrong and implement improvement.
I have reviewed the file that indicates my associate, Mr. [redacted], spoke with Ms. [redacted] on November 6, 2015, and will follow up to resolve her service request. If Ms. [redacted] has any questions, please advise her to contact Ms. [redacted] at XXX-XXX-XXXX Ext. [redacted] for assistance.
ORHP appreciates Ms. [redacted] taking the time to provide her opinion and perspective of her service experience, which in turn, provides ORHP the opportunity to improve the service we provide to our customers.
Best regards,
[redacted]
Plan Compliance Manager
Old Republic Home Protection
Initial Consumer Rebuttal /* (2000, 7, 2015/11/10) */
(The consumer indicated he/she ACCEPTED the response from the business.)
Although I should never had been told I did not have a valid policy,, never have been put on hold for 58 minutes, and never been told I was to be reimbursed at a reduced rate, I have been told that I will receive full reimbursement. It's just a shame a consumer has to get nasty, loud, and fight for what is owed.

Initial Business Response /* (1000, 5, 2014/03/18) */
Ms. [redacted]
Revdex.com
Re: Plan XXXXXXXX
Dear Ms. [redacted],
Regarding the past due $60 Trade Call Fee; I reviewed the file and the Plan Holder spoke with Mr. [redacted] Call Center Supervisor, yesterday, and as a matter of goodwill,...

he agreed to waive the Trade Call Fee.
If [redacted] has any additional questions, please inform him to contact us at XXX-XXX-XXXX for assistance.
Sincerely,
[redacted]
Claims Manager
Old Republic Home Protection

Complaint: [redacted]I am rejecting this response because: this is a flat out lie on old republics behalf. If cold air is blowing out of my roof through the damper it has been installed incorrectly. The technician who came out told me that it was installed improperly and should not have been installed in the first place. He also told me that he thinks old republic is switching his words around. I have requested a 3 way call to verify but old republic says they can't reach the technician when they try. I find this hard to believe seeing as I have been able to reach the tech every time. The technician also stated it is hard for him to remember the specifics for the job seeing as it's been so longs since he has been out (due to old republic dragging their feet) I would also like to point out that they would like me to pay for a service call to remove a part that they acknowledge they installed but claim they do not cover. Old republic is being dishonest about the whole situation. I still have yet to receive any work orders for the work performed. If they provided the work order it would prove they installed a part that they should have never added to my system. Sincerely,[redacted]

Complaint: [redacted]I am rejecting this response because:
It is obvious to me and a lot of other people based on the many negative reviews for this Company that the way this Company makes money is by cheating people by not paying for valid repairs stated in their coverage plan.  They do not even have my name correct in their reply to the Revdex.com...my name is NOT [redacted], I won't say what it really is for privacy reasons.  I want to warn people if you're even thinking about buying a policy from this Company...DON"T!  I am a retired person that worked for the Government for 30 years and I know when someone is giving me the run around and down-right lying to me which is what this company did!  
I made sure I complied with their rules.  I tried repeatedly to get in contact with the HVAC company, Jim Morris and Sons and could not even get them on the phone nor could I leave them voicemail because their box was full and could not accept any more calls, so I got estimates from other HVAC companies.  It was determined that the entire unit needed to be replaced because it could not be repaired which is what the estimate had on it and it what the technician stated to Old Republic Home Protection on the phone as is required by them.  They make you believe by their response that I didn't follow their protocol, but I did to the letter!!  I can tell you they did not offer up the authorization code for my approval to use an outside contractor, I had to ask for it!  It was [redacted]!  They are out-right lying about everything!!!
I know they are not going to give me what they owe me, they've made that clear that they are crooks and hide behind their lies!  They did pay $564.00 of the repair bill, but they still owe me $2,836.00 which is minus their Trade Call Fee of $100.00.  I believe that all of this bad business will come back to haunt them in one way or another!
Sincerely,[redacted]

Plan [redacted]
 
Dear [redacted],
 
Regarding the ducts, and the installation of the damper; I spoke with [redacted] from Lake Front Air Conditioning, and he confirmed that it was his opinion that the damper was not improperly installed, and that his estimate to remove the damper is $350. He also believes that the diminished air flow is the result of the poor design of the duct system.
 
Although the installation or servicing of a damper is not covered (see page 3 of the Plan), ORHP provided [redacted] $500 (which is the duct Plan limit), to apply toward either the removal of the damper if he wishes to do so, or to correct the poor design of his ducts to allow for better air flow.
 
If [redacted] wishes to obtain the opinion of an Out-Of-Network Contractor (OONC) , I will agree as a gesture of goodwill, to review their diagnosis and recommendation, for coverage consideration.
 
Should [redacted] hire an OONC for their opinion, please advise him to send me their written diagnosis, to the address below and prior to initiating repairs, and I will inform him of coverage.
 
Old Republic Home Protection
[redacted]
 
 
Sincerely,
 
[redacted]
Plan Compliance Manager

Initial Business Response /* (1000, 5, 2015/12/24) */
RE: Plan # XXXXXXXX
Dear Ms. [redacted],
Regarding the service request for the refrigerator, and reimbursement 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 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 my associate, Ms. [redacted], has spoken with Ms. [redacted] and will follow up to ensure the service request is resolved in a timely manner. If Ms. [redacted] has any questions or further need of assistance, please advise her to contact Ms. [redacted] at XXX-XXX-XXXX Ext. [redacted], or her Supervisor, Ms.[redacted], at Ext [redacted].
With regard to reimbursement of the Trade Call Fee; the file indicates the reimbursement was processed on December 21, 2015, and Ms. [redacted] will receive the check within the next 20 days.
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, 7, 2016/01/04) */
(The consumer indicated he/she DID NOT accept the response from the business.)
I spoke with [redacted] (apparently another supervisor) on the evening of 12/24. That day, I told her and [redacted] that 1) I did not want [redacted] (the manager at Appliance Protection contacting me because he never responds to my voice messages). 2) I still have not received either of the checks in the mail. Not sure why it would take 20 days to arrive when it was over night that my check was deposited. 3) [redacted] confirmed that my appointment with Appliance Protection for 12/26 (this was to evaluate the damage and then they had to return for a 6th time to actually fix it) was cancelled. That evening, on 12/24, [redacted] called me. First point was not followed. Then on the morning of 12/26, Appliance Protection called me to state they were on their way. Second point was not followed. I told them [redacted] had cancelled this appointment and they said it never was cancelled. And point 3 - never have received either check, to date.
Once again and two months later, not one thing that OR has told me has gone according to their words. Nothing. And instead I have to suffer the consequences. Now explain to me WHY when the supervisor tells me something, it does not actually happen? Why are we still trying to get my wall fixed after a month? This is ridiciulous.
Final Business Response /* (4000, 9, 2016/01/05) */
Dear Ms. [redacted],
Please extend my apologies to Ms. [redacted] for the delay. I reviewed the file which indicates the processing of the $100 cash settlement toward the repair of the wall was expedited, and the check was mailed on December 30, 2015.
Sincerely,
[redacted]
Plan Compliance Manager
Old Republic Home Protection

Initial Business Response /* (1000, 5, 2015/10/29) */
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]' letter.
I assure you, ORHP employees value the trust each of our Plan Holders place in us to resolve their service request in a timely and professional manner and when this does not occur, steps are taken to review what went wrong and implement improvement.
I have reviewed the file and my associate, Ms. [redacted], has been assigned to review and resolve the service request. Please advise Mr. [redacted] to contact Ms. [redacted] at XXX-XXX-XXXX Ext.[redacted] for assistance.
ORHP appreciates Mr. [redacted] taking the time to provide his opinion and perspective of his service experience, which in turn, provides ORHP the opportunity to improve the service we provide to our customers.
Best regards,
[redacted]
Plan Compliance Manager
Old Republic Home Protection