Old Republic Home Protection Company, Inc.

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, 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, 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, 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, 2015/01/23) */
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, 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!!!!!!

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]

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]

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, 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, 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

Initial Business Response /* (1000, 5, 2014/04/30) */
Ms. [redacted]
Revdex.com
Re: Plan # XXXXXXXX
Dear Ms. [redacted],
Regarding the denial of coverage for the reimbursement of repairs to the air conditioner, completed by the Plan Holders Out-Of-Network Contractor; the following is a...

brief summary of the Plan file and coverage.
09/30/13 Plan coverage was ordered.
10/29/13 Plan fee was received by Old Republic Home Protection (ORHP).
10/30/13 Declaration sheet and Plan brochure was mailed to the Plan Holder.
04/21/14 The Plan Holder called ORHP and informed us he hired an Independent Out-Of-Network Contractor to repair his air conditioner, and he requested reimbursement for the repair.
Please refer to page 7 of the Plan titled When You Need Us that states:
"For Service: Place service requests online at www.orhp.com
or call us at X-XXX-XXX-XXXX
We accept service requests 24 hours a day, 365 days a year.
We require you to contact us so we may have the opportunity to select a Service Provider.
We will not reimburse you for services performed without our prior authorization."
However, as strictly as a matter of goodwill, if Mr. [redacted] wishes us to review the circumstances of the service, including the diagnosis and paid invoice, please inform Mr. [redacted] to provide the information to me at his earliest convenience.
Sincerely,
[redacted]
Claims Manager
Old Republic Home Protection
Initial Consumer Rebuttal /* (3000, 7, 2014/05/05) */
(The consumer indicated he/she DID NOT accept the response from the business.)
I will provide the diagnosis and paid invoice to Mr. [redacted] as requested but do not expect anything to be resolved. I paid for this service at the closing of the purchase of the property. I never received anything from the company subsequently. No Declaration sheet and Plan brochure was ever delivered to my home. I had not information on the plan or how to contact the company. My regular AC service provider diagnosed and fixed the problem quickly. I had to search for information on Old Republic and finally had to go to the closing papers for the name and research on the internet. This seems to me to be a scam.

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, 2015/06/25) */
Ms. [redacted]
Revdex.com
Re: Plan XXXXXXXX
Dear Ms. [redacted],
Regarding the service request for the air conditioner; after further review of the file, Old Republic Home Protection has re-dispatched Superior Plumbing, Heating and A/C...

and advised them to complete the covered repair of the air conditioner. They will contact the Plan Holder to schedule an appointment. If the Plan Holder does not hear from them in a timely manner, please advise them to contact our Customer Service Department at XXX-XXXXXXX for assistance.
Sincerely,
[redacted]
Claims Manager
Old Republic Home Protection
Initial Consumer Rebuttal /* (2000, 7, 2015/06/26) */
(The consumer indicated he/she ACCEPTED the response from the business.)
I wish it didn't have take this long or for me to contact the Revdex.com to ensure the company upholds there policy agreement. I accepted the offer.

[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, 2015/04/28) */
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, Mr. [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 Mr. [redacted] at XXX-XXX-XXXX ext. 1063, for assistance.
ORHP appreciates Mr. [redacted] taking the time to provide his opinion and perspective of his service experience, which in turn, provides ORHP the opportunity to improve the service we provide to our customers.
Best regards,
[redacted]
Claims Manager
Old Republic Home Protection

Initial Business Response /* (1000, 5, 2016/01/20) */
Ms. [redacted]
Revdex.com
Re: Plan [redacted]
Dear Ms. [redacted],
Regarding the service request for the clothes washer; I have reviewed the file and the following is a brief summary.
01/16/16 Service request: clothes washer is making...

an unusual noise
Dispatched: [redacted]01/17/16 The Plan Holder called Old Republic Home Protection (ORHP) and advised that she has not received a call from the [redacted] to schedule an appointment. ORHP called [redacted] and they advised us that they can provide service the following day.
The Plan Holder was advised of the appointment by the Call Center Supervisor, Ms. [redacted], however, the Plan Holder declined the appointment and requested to cancel the service request and her Plan. Ms. [redacted] transferred the Plan Holder to the Plan cancellation recording that provides the Plan Holder the steps to take to request cancellation.
ORHP values Ms. [redacted] as a customer, and we hope that she would realize the value of the Plan and the many benefits it provides. If Ms. [redacted] still wishes to cancel her Plan, please advise her to mail a written request to the address below, fax the request to [redacted], or email the request to [email protected], and the Plan will be cancelled in accordance with the terms and conditions of the Plan.
Old Republic Home Protection
[redacted]
Sincerely,
[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 provider advised that someone was suppose to contact me the following, which no on has. The rep advised that they had contacted the services tech and no one has called me for over 72 hours on my washer.
Final Business Response /* (4000, 23, 2016/02/03) */
Ms. [redacted],
Upon further review of the file and the circumstances that occurred, Old Republic Home Protection has waived the $100 Trade Call Fee, and will reimburse Ms. [redacted] the $85 cost to repair her clothes washer. She should receive the check within 20 days.
Sincerely,
[redacted]
Plan Compliance Manager
Old Republic Home Protection
Final Consumer Response /* (2000, 25, 2016/02/04) */
(The consumer indicated he/she ACCEPTED the response from the business.)
Thank you!

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]

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]

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