Old Republic Home Protection Company, Inc.

Initial Business Response /* (1000, 5, 2015/04/27) */
Ms. [redacted]
Revdex.com
Re: Plan XXXXXXXX
Dear Ms. [redacted],
Regarding the service request for the heating system; 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.
I have spoken with [redacted] at Hodge Heating & Air of Lake Norman and based on our conversation, ORHP will reimburse Mr. [redacted] for the $258 repair of his heating system; a check for $258 is being processed and will be mailed to Ms. [redacted] within the next ten business days.
ORHP appreciates Mr. [redacted] taking the time to provide his opinion and perspective of his service experience, which in turn, provides ORHP the opportunity to improve the service we provide to our customers.
Best regards,
[redacted]
Claims Manager
Old Republic Home Protection
Initial Consumer Rebuttal /* (2000, 7, 2015/04/28) */
(The consumer indicated he/she ACCEPTED the response from the business.)
Thank you, Revdex.com!

Initial Business Response /* (1000, 5, 2015/07/09) */
Ms. [redacted]
Revdex.com
Re: Plan # XXXXXXXX
Dear Ms. [redacted],
Regarding the service request for the air conditioner; on behalf of Old Republic Home Protection (ORHP) and its employees, please extend our sincere apologies for the...

circumstances outlined in Ms. [redacted]'s letter.
ORHP, like other home warranty companies, uses Independent Network Service Providers to service our Plan Holders. Although efforts are made to dispatch qualified Service Providers that can provide quality service, occasionally circumstances occur that are unacceptable to ORHP and our Plan Holder.
I assure you, ORHP employees value the trust each of our Plan Holders place in us to resolve their service request in a timely and professional manner and when this does not occur, steps are taken to review what went wrong and implement improvement.
Based on the information Ms. [redacted] provided, I have taken personal responsibility to address the issues outlined with the Service Provider and individuals involved, ensuring they understand the result of their actions and comments.
According to the file, my associate, Ms. [redacted] Call Center Manager, has spoken with Ms. [redacted] regarding the repair of the air conditioner and the water damage to the floor, 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
XXX-XXX-XXXX ext. [redacted].
ORHP appreciates Ms. [redacted] taking the time to provide her opinion and perspective of her service experience, which in turn, provides ORHP the opportunity to improve the service we provide to our customers.
Best regards,
[redacted]
Claims Manager
Old Republic Home Protection
Initial Consumer Rebuttal /* (3000, 12, 2015/08/05) */
I was waiting until this was officially resolved before updating. The company did offer to help offset the flooring cost, as well as sent out a different company to look at the A/C. The entire flooring cost wasn't covered, but we were satisfied with their offer. Thank you for standing behind your word as a company!
Final Business Response /* (4000, 14, 2015/08/06) */
Dear Ms. [redacted],
Please extend my apology, once again, for the circumstances that occurred, and I'm glad Ms. [redacted] was satisfied with the outcome.
Sincerely,
[redacted]
Claims Manager
Old Republic Home Protection

Initial Business Response /* (1000, 5, 2014/10/22) */
RE: Plan # XXXXXXXX
Revdex.com Case # XXXXXXX
Dear Mr. [redacted],
Regarding the service request for your washer; on behalf of Old Republic Home Protection (ORHP) and its employees, please accept our sincere apologies for the...

circumstances outlined in your letter.
ORHP, like other home warranty companies, uses independent network Service Providers to service our Plan Holders. Although efforts are made to dispatch qualified Service Providers that can provide quality service, occasionally circumstances occur that are unacceptable to ORHP and our Plan Holder.
I assure you, ORHP employees value the trust each of our Plan Holders place in us to resolve their service request in a timely and professional manner and when this does not occur, steps are taken to review what went wrong and implement improvement.
As a result of the circumstances that occurred, and strictly as a matter of goodwill, ORHP has agreed to honor your request to refund your Trade Call Fee.
We will continue to follow up to ensure completion of your service request.
Best regards,
[redacted]
Claims Manager
Old Republic Home Protection

Initial Business Response /* (1000, 5, 2016/01/12) */
Ms. [redacted]
Revdex.com
Re: Plan XXXXXXXX
Dear Ms. [redacted],
Regarding the service request for the range; on behalf of Old Republic Home Protection (ORHP) and its employees, please extend our sincere apologies for the...

circumstances outlined in 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 that Ms. [redacted] was advised on January 11, 2016 that we have dispatched Budget Appliance to confirm the malfunction of the range, and we have instructed them to contact ORHP with their diagnosis.
Once ORHP has their diagnosis, we will expedite the resolution of Ms. [redacted]'s service request.
According to the file, my associate, Mr. [redacted] is following up to ensure the service request is resolved in a timely manner. If Ms. [redacted] has any questions, please advise her to contact Mr. [redacted] at XXX-XXX-XXXX Ext. [redacted] for assistance.
Sincerely,
[redacted]
Plan Compliance Manager
Old Republic Home Protection
Initial Consumer Rebuttal /* (3000, 7, 2016/01/15) */
(The consumer indicated he/she DID NOT accept the response from the business.)
The time it has taken for all of these issues and the subsequent inconvinence have not been addressed. Budget Appliance was at our house yesterday late afternoon and I just learned that they have still not filed a report with Old Republic and it is the end if the day. I would expect Old Republic to be adamant that they get that as quickly as possible and it doesn't seem like that has been the case.
Final Business Response /* (4000, 9, 2016/01/18) */
Dear Ms. [redacted],
According to the file, the technician from Budget Appliance submitted his diagnosis to ORHP on January 16, 2016, and we spoke with Mr. [redacted] the same day to discuss his options. My associate, Ms. [redacted] has been assigned to follow up to resolve the service request, and if Mr. [redacted] has any questions, please advise him to contact Ms. [redacted] at XXX-XXX-XXXX Ext. [redacted] for assistance.
Sincerely,
[redacted]
Plan Compliance Manager
Old Republic Home Protection
Final Consumer Response /* (4200, 12, 2016/01/19) */
I just indicated on the website that the issue has not been resolved. Am I also supposed to include the middle ground offer on the website? I fear I messed up on that part because I didn't include it.
[redacted]

I had a preventative maintenance inspection done on my AC units for the upcoming summer season. The tech found a part that had broken oil seal in one unit and a rusted out drip pan (for overflow) in another unit. Also, one unit was running really hot. So, I called Old Republic since I am still under home warranty. The tech from Air Standard came out and read the notes from the maintenance tech - and said since everything is working - Old Republic would not cover any repair or replacement to make more efficient/safe or to code. They only cover if there is a complete failure to operate. I heard this company prides itself on selecting service companies who will fix things. I have to wait for a complete failure so you can replace something caused the failure - but not replace the new flooring due to possible damage, or structural damage because of fire - - that is just wrong! I have e-mailed their website and an account executive. I hope this gets resolved

Initial Business Response /* (1000, 5, 2015/04/01) */
Ms. [redacted]
Revdex.com
Re: Plan XXXXXXXX
Dear Ms. [redacted],
Regarding the service request for the water heater; I reviewed the file and the plumber from RSA Plumbing diagnosed that the condition of the water heater tank indicated...

it was leaking prior to the effective date of the Plan.
Please refer to page 7 of the Plan that states:
"We will provide service for covered systems or appliances which malfunction, and are reported,
during the term of the Plan that:
C) Have become inoperable due to normal wear and use, rust, corrosion, and chemical or
sediment build-up after the effective date of coverage. Pre-existing conditions are not
covered."
According to the file, although a $65 Trade Call Fee (TCF) is due for each service request, strictly as a matter of goodwill, Old Republic Home Protection (ORHP) agreed to waive the TCF.
Please extend our apologies to Mr. [redacted] that the terms and conditions of the Plan did not provide coverage in this situation. While the intent of 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.
Sincerely,
[redacted]
Claims Manager
Old Republic Home Protection
Initial Consumer Rebuttal /* (3000, 7, 2015/04/02) */
(The consumer indicated he/she DID NOT accept the response from the business.)
I lived in this house for a year prior to purchasing the property. The water heater, although old and showing some rust stains along the seams, funchtioned without flaws untill the day of question. The day of the malfunction/leak cooincidentally was the effective date of my plan. ORHP tried to tell me over the phone w/o even having anyone look at the heater that they would not cover the item as it had to be "installed and in proper working order" on the effective date, but a malfunction wasn't covered that date. I called the sales rep on the policy and was immediately told they would cover the item and send a plumber out the following day. I was out of town and the plumber stated that the heater was leaking prior to the effective date yet gave no explination of how he arrived at that conclusing, yet he would replace the heated for $740. Everyone wins except the cunsummer. Plumber gets a quick easy job with a better payout than the insurance company would provide and the insurance company gets out of their stated service agreement. Typical example of both industries taking advantage of the consumer for profits.
Final Business Response /* (4000, 9, 2015/04/03) */
Dear Ms. [redacted],
Please extend our apologies that the terms and conditions of the Plan did not provide coverage. Old Republic Home Protection, like other home warranty companies, base their coverage decisions on the diagnosis of the Service Provider; they are the experts with regard to diagnosing the cause of failure or timeline of failure.
Sincerely,
[redacted]
Claims Manager
Old Republic Home Protection

Initial Business Response /* (1000, 5, 2016/01/05) */
Ms. [redacted]
Revdex.com
RE: Plan # XXXXXXXX
Dear Ms. [redacted],
Regarding the service request for your kitchen faucet; on behalf of Old Republic Home Protection (ORHP) and its employees, please extend our sincere apologies for the...

circumstances outlined in Ms. [redacted]'s letter.
ORHP, like other home warranty companies, uses Independent Network Service Providers to service our Plan Holders. Although efforts are made to dispatch qualified Service Providers that can provide quality service, occasionally circumstances occur that are unacceptable to ORHP and our Plan Holder.
I assure you, ORHP employees value the trust each of our Plan Holders place in us to resolve their service request in a timely and professional manner and when this does not occur, steps are taken to review what went wrong and implement improvement.
Based on the information you provided, I have taken personal responsibility to address the issues outlined with the Service Providers and individuals involved, ensuring they understand the result of their actions and comments.
I have reviewed the file that indicates my associate, Mr. [redacted] has been assigned to review the file and has left a message for Ms. [redacted] to discuss her service request. Please advise Ms. [redacted] to contact Mr. [redacted] at XXX-XXX-XXXX Ext. [redacted] at her convenience.
As a result of the circumstances that occurred, and strictly as a matter of goodwill, ORHP has agreed to honor Ms. [redacted]'s request to waive the Trade Call Fee.
ORHP appreciates Ms. [redacted] taking the time to provide her opinion and perspective of her service experience, which in turn, provides ORHP the opportunity to improve the service we provide to our customers.
Best regards,
[redacted]
Plan Compliance Manager
Old Republic Home Protection
Initial Consumer Rebuttal /* (3000, 7, 2016/01/08) */
(The consumer indicated he/she DID NOT accept the response from the business.)
I did not receive a call or a voicemail from Mr. [redacted] as he stated. I called him after receiving this Revdex.com response and left him a message. I then received a return call from a coworker of Mr. [redacted] but I was unable to speak for very long due to being at work at the time of the call. I spoke with my husband and we have decided to go through the steps necessary to cancel our home warranty and receive a full refund. We do not want to work with a business that does not cover any of our claims. Thank you.
Final Business Response /* (4000, 15, 2016/01/13) */
Ms. [redacted],
Please extend my sincere apologies for the information outlined in Ms. [redacted]'s response to the Revdex.com. Old Republic Home Protection prides itself on providing stellar customer service, and based on Ms. [redacted]'s information, this did not occur.
I assure you this situation has been brought to the attention of management to address the circumstances related in Ms. [redacted]'s response, with Mr. [redacted]
Sincerely,
[redacted]
Plan Compliance Manager
Old Republic Home Protection
Final Consumer Response /* (4200, 19, 2016/01/14) */
(The consumer indicated he/she DID NOT accept the response from the business.)
There was not a proposed resolution outlined in the last response.
[redacted]

ORHP supervisor contacted me twice this morning, 1st time stating they got in contact with Contractor 1's supervisor and noted that they sticking with what Contractor 1 did on the work report. I told ORHP I was unaware of any "phantom work" that was performed as Contractor 1 left my premises after ~15 minutes, and they spent a good 5-10 min talking to me telling me how to clean my salt cell, shifting the blame for an inoperative salt cell panel due to cleaning needed.I told ORHP that ORHP never confirmed with me that Contractor 1 was wanting to perform any work and never gave them the "go ahead" as they said nothing needed to be done on their end. ORHP's response was since the repair job was under a certain dollar threshold, they didn't need to be contacted to confirm the actual work order and simply reimbursed Contractor 1 for whatever amount they claimed was needed. ORHP contacted Contractor 1 again to get more clarification.ORHP called me back a second time and said after further analysis of the situation, the work Contractor 1 claimed to have performed was not even relating to the salt system, so I won't be hitting the $1,500 limit anymore.[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

Turned out my a/c was improperly installed. This caused additional condensation causing a leak in my attic.
My warranty states I am protected from improper installs as long as the issue is to make system work correctly but not covered if is causes the system to "fail".
Turns out, the warranty is wrong. Since there is a leak and a/c is technically working, I am not covered. However, if the leak creates more issues causing the system to fail, I am covered. Really?????
I had three reps contradict themselves several times. In fact, none could answer my hypothetical question "if improper install, when is it covered?".
Save your money as they will find loopholes and technicalities to avoid covering your issue.

Revdex.com
 
RE:      Plan #...

22971793
 
Dear Mr. [redacted]l,
 
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.
 
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 the technician from [redacted] HVAC diagnosed the air conditioner evaporative coil has failed, and the condenser and evaporative coil require replacement. In order to complete the installation of the new equipment, there is a cost of $1,015 to bring the system in compliance with HVAC code, and $450 in costs to modify the new system to be compatible with the existing equipment. The total cost for code and modification costs is $1,456. The Plan provides $250 of coverage toward suchcosts, which leaves a balance of $1,215 which Mr. [redacted] would be responsible to pay.
 
Please refer to page 4 under Ultimate Protection that states:
 
“10) Other Enhanced Coverage included in Ultimate Protection:
       When required to render a covered repair or replacement, we will:
 
Provide up to $250 per Plan to correct code violations.”     
 
Also, please refer to page 8 of the Plan under Permits and Other Fees that states:
 
“2. PERMITS AND OTHER FEES:
 
A. You may be responsible for the payment of additional fees not covered according to
     the terms and conditions of the Plan. These fees may include, but are not limited to:
 
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.”
 
According to the file, my associate Ms. [redacted], left Mr. [redacted] a message on June 16, 2016 to determine if he will agree to pay the non-covered costs, and advise him if does not wish to pay the non-covered costs, that we will provide him a settlement of $2,247, which represents our cost for the covered portion of the repair.
 
Please advise Mr. [redacted] to contact Ms. [redacted] at 800[redacted] to discuss a resolution of his service request. If Ms. [redacted] does not hear from Mr. [redacted] by June 30, 2016, we will process the settlement, and he should receive the check within 20 days from that date.
 
Please refer to page 7 of the Plan that states:
 
“We reserve the right to provide CASH IN LIEU of repair or replacement in the amount of
our actual cost. Payment will be provided based on our negotiated rates with our Service
Provider and/or Supplier network, which may be less than retail. We are not responsible
for work performed once you accept cash in lieu of service.”
 
Please extend our sincere apologies to Mr. [redacted] that the terms and conditions of the Plan do not provide coverage for all of the costs necessary to complete the installation of the air conditioner equipment. 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.
 
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

Complaint: [redacted]I am rejecting this response because:Someone needs to read the full file for my residence.  We had to have a washer dryer man come out at the end of August and said we would need to and electrician because there was no power was going to the dryer.  We called and payed to have someone clean out lent vents and had Old republic assign contract to electrician who was coming for the air conditioner since we already had an appointment.  Normally I wouldn't mention this except for the fact that The electrician showed up and found the [redacted] had turn off power to dryer  which cost me not only time and frustration but 60dollars for dryer man 30 dollars in quarters for the laundromat right before school started.  The final straw was the fact that after over two months the Electrician didn't need to do anything stating it was not necessary.  By my count I am out so far about 420 dollars and I still don't have a working Air conditioner. You might want to consider giving me next years contract for free.  Since summer almost over and we will probably have same problems when next summer comes along.  Except for the Air conditioner I have been pleased the last 8 years I have had Old republic warranty except for one contractor who you have let me turn down and the Air conditioner Sellers. We got the contract recommended by my brother who is with [redacted] this situation has been filled with tension frustration for my entire family  I would like it resolved but it seems to get worse as time goes onSincerely,[redacted]

Complaint: [redacted]I am rejecting this response because: I am not happy with the treatment that I have received from this company that I have been a loyal customer with for years. Sincerely,[redacted]

Initial Business Response /* (1000, 5, 2014/11/20) */
Ms. [redacted]
Revdex.com
Re: Plan # XXXXXXXX
Dear Ms. [redacted],
Regarding the service request for the spa equipment; on behalf of Old Republic Home Protection (ORHP) and its employees, please extend our sincere apologies for the...

circumstances outlined in Mr. [redacted]'s letter.
I assure you, ORHP employees value the trust each of our Plan Holders place in us to resolve their service request in a timely and professional manner and when this does not occur, steps are taken to review what went wrong and implement improvement.
Based on the information Mr. [redacted] provided, I have taken personal responsibility to address the issues outlined with the individuals involved, ensuring they understand the result of their actions and comments.
On November 20, 2014 I spoke with Mr. [redacted], and will be following up to assist with his service request, and ensure it is resolved in a timely manner.
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]
Claims Manager
Old Republic Home Protection
Initial Consumer Rebuttal /* (2000, 8, 2014/11/25) */
(The consumer indicated he/she ACCEPTED the response from the business.)
I was contacted by Mr [redacted] who was very responsive and cordial. On 21 Nov 2014 the repair company showed up and replaced by spa pump with a brand new one. I am totally satisfied with Old Republic's handeling of the situation and thankful to the Revdex.com for making this possible. This case is resolved very much to my satisfaction.
Thank You

Initial Business Response /* (1000, 5, 2015/06/19) */
Ms. [redacted]
Revdex.com
Re: Plan XXXXXXXX
Dear Ms. [redacted],
Regarding the service request for the air conditioner and spa; on behalf of Old Republic Home Protection (ORHP) and its employees, please extend our sincere apologies for...

the circumstances outlined in Ms. [redacted]'s letter.
ORHP, like other home warranty companies, uses Independent Network Service Providers to service our Plan Holders. Although efforts are made to dispatch qualified Service Providers that can provide quality service, occasionally circumstances occur that are unacceptable to ORHP and our Plan Holder.
I assure you, ORHP employees value the trust each of our Plan Holders place in us to resolve their service request in a timely and professional manner and when this does not occur, steps are taken to review what went wrong and implement improvement.
Based on the information Ms. [redacted] provided, I have taken personal responsibility to address the issues outlined with the Service Provider and individuals involved, ensuring they understand the result of their actions and comments.
I have reviewed the file that indicates the repair of the air conditioner was completed by Air Supply Cooling, and the air conditioner is cooling as designed. If Ms. [redacted] requires service to the air conditioner, please advise her to contact us at XXX-XXX-XXXX for assistance.
With regard to the spa; the file indicates that Desert Valley Pool was unable to locate a leak when they provided service, and when we spoke to Mr. [redacted] on [redacted] 5, 2015, he advised us that the leak was intermittent, and he would contact us back if he required service. We have not heard from Mr. [redacted] regarding this matter. If the leak has reoccurred, please advise Ms. [redacted] to contact me at XXX-XXX-XXXX ext. [redacted], and I will contact an Independent Network Service Provider to provide a diagnosis.
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, 2015/07/05) */
(The consumer indicated he/she DID NOT accept the response from the business.)
While I appreciate Mr. [redacted]'s offer of assistance, I am frustrated by my recent encounter with him. He was incredibly disrespectful to both my husband and myself, which was a bit shocking as we've interacted with relatively polite people since having issues. Mr. [redacted] on the other hand was out and out rude. Furthermore he misrepresented the spa issue as my husband called to complain about the lack of service. Additionally, the service provider did not do their job, so they should not have charged us. However, even though the service provider admitted as much and did not even ask us to sign, Old Republic did charge us a fee. Mr. [redacted] misrepresented both the report and my husband's response in his statement above. Also, when we spoke with him, he made it clear that even if the service provider does not do their job, Old Republic does not send out additional service providers which seems disingenuous. Since speaking with him, he did agree to send out a spa person, but was sure to charge us, which technically is fine though shows poor customer service since it was clearly their mistake. He refused to address our air conditioning unit. The new spa person made a recommendation to fix, and did not show up until last Friday, which considering this has been going on since April is unacceptable. We await Old Republic's response as to whether or not they will include it based on our plan. I would ask that Old Republic change their appeal process because if they are going to send out under qualified providers, they are ultimately responsible for sending out additional providers for second opinions. Additionally, I would ask Mr. [redacted] to put his ego aside along with his determination to always be right and actually listen to his customers' concerns in the future. Even if the customer is not right or he cannot fix their issue, he should treat customers with respect. He should not make snide comments suggesting the customer read the fine print or make sure the customer knows how ridiculous he thinks their claim is.
Final Business Response /* (4000, 9, 2015/07/10) */
Dear Ms. [redacted],
Regarding the service request for the spa leaking water; I spoke with David, owner of Platinum Pool Repair, and when he serviced the Spa on July 5, he found no water leak, and advised Old Republic Home Protection (ORHP) that the Plan Holder had not seen a water leak either. In addition, he also found an air tube switch was not operating properly, however, the air tube is not accessible so further diagnosis was not possible.
Please refer to the Swimming Pool/Spa Equipment coverage that states we cover:
"Above ground and accessible working parts and components of heating and filtration system ...
Although Platinum Pool Repair has invoiced ORHP for his diagnosis, and their diagnosis was the same as the first Service Provider dispatched by ORHP, as a gesture of goodwill the Trade Call Fee was waived.
If Ms. [redacted] has any future need for service, please advise her to contact our Customer Service Department at XXX-XXX-XXXX for assistance.
Sincerely,
[redacted]
Claims Manager
Old Republic Home Protection
Final Consumer Response /* (4200, 13, 2015/07/14) */
(The consumer indicated he/she DID NOT accept the response from the business.)
I want to draw attention, once again, to Mr. [redacted]'s double speak here that both misrepresents ORHP's intentions and how we have responded to issues. First of all, on the spa, as a consumer, I would consider buttons to be both "above ground and accessible," as I can see and touch them, even if they might have to open something to fix the air pump. Second, Mr. [redacted] acts as though it was our responsibility to determine what was wrong with our spa before they sent someone out. Our spa randomly emptied itself of water, back in April, (please note it took until late June for ORHP to send someone back out). We assumed it might be a leak, but nonetheless our spa was not working. The first guy they sent had no business making a report at all, as all he did was tell us home warranties don't actually pay to fix issues, which is accurate from our experience with ORHP, but not helpful in fixing our spa. And there is something wrong, even if we, being teachers and not spa repairmen, were mistaken about the leak. ORHP still won't fix it, using the misleading language that was not on the tiny pamphlet where you check a box for spa, not above ground portions of spa, that we ordered their warranty from. Furthermore, the buttons are above ground, as is all the equipment, so I still fail to understand why ORHP won't fix it. Of course, no one even called to tell us their decision, we found out by reading Mr. [redacted]'s response, so our understanding is clearly not their priority. They really should cover it and not use misleading language on their sales pamphlets. Also, they waived the first contractor fee, but Mr. [redacted] himself made it clear he was charging us the fee to send someone else out, which was the contractor who found the air pump issue. We received a bill in the mail and we sent in a check. So Mr. [redacted] is either mistaken or referring to the first service because we were charged. Honestly, we feel like anything that goes wrong with the spa will be deemed "inaccessible," and would like a refund of the money we paid to add on the spa coverage or we would like them to fix the issue.
Additionally, I would like to go back to the issue of our air conditioning unit. As I mentioned in my original complaint, our unit broke for the third time on June 13th. They patched a leak, I assume because ORHP would not pay to fix or replace the leaking part because a patch was cheaper. Our unit broke again on July 5th. They sent someone out nearly 24 hours later, which is itself an issue as we live in [redacted]. Their contractor refilled the Freon and said that things would be fine, and that our "unit icing over was normal" and "happens sometimes." Not even two hours later, our unit was frozen solid again, which we felt was decidedly not normal. Because we had lost faith in ORHP'S contractors and did not want to wait another 24 hours, we got permission to use an outside contractor and they told us they would reimburse us. Our contractor told us that all the patch fixes had caused additional leaks and the whole cooling system needed to be replaced. We are waiting for ORHP to process our reimbursement. ORHP needs to hold up their end here and reimburse us for the unit. It needed to be done as a result of them choosing cheap fixes over necessary repairs. I understand that they are a business whose goal is to make a profit, but it seems clear to me that their bottom line is at the expense of the consumer. Please reimburse us for the air unit.

Initial Business Response /* (1000, 6, 2014/04/30) */
Ms. [redacted]
Revdex.com
RE: Plan # XXXXXXXX
Dear Ms. [redacted],
Regarding the service request for the drain line stoppage; 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 Providers and individuals involved, ensuring they understand the result of their actions and comments.
Please inform Mr. [redacted] to send me a legible copy of the diagnosis and invoice from his Independent Out-Of-Network Contractor for my review.
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, 8, 2014/05/01) */
(The consumer indicated he/she DID NOT accept the response from the business.)
Dear Ms [redacted] and Mr [redacted],
I appreciate the offer to help. By request of Old Republic, I faxed a copied of the $400 invoice to XXX-XXX-XXXX on 4/28. I have a fax confirmation that the fax was successfully delivered at 9:26 am. I followed up after sending with Ilyana from Old Republic who said she would alert those working on this issue.
Please let me know you need me to email.
Thanks,
[redacted]
Final Business Response /* (4000, 10, 2014/05/02) */
Ms. [redacted],
Please inform Mr. [redacted] that we have received the copy of the invoice from his Independent Out-Of-Network contractor, and Old Republic Home Protection has agreed to reimburse the $150 cost to clear the stoppage; the check will be processed and mailed within the next ten business days.
If Mr. [redacted] has any questions, please inform him to contact me at his convenience.
Sincerely,
[redacted]
Claims Manager
Old Republic Home Protection

Initial Business Response /* (1000, 5, 2015/02/25) */
Ms. [redacted]
Revdex.com
Re: Plan XXXXXXXX
Dear Ms. [redacted],
Regarding the service request for the plumbing stoppage; I have reviewed the file and the
Out-Of-Network Contractor hired by Mr. [redacted] informed us that the cause of the...

stoppage was roots in the drain line.
Please refer to page 3 of the Plan under Plumbing Coverage that states:
"Not Covered: ... stoppages due to roots; leaks/damage caused by roots ... "
Please extend our apologies to Mr. [redacted] that the terms and conditions of the Plan did not provide coverage in this situation. While the intent of Old Republic Home Protection is to provide as much coverage as possible, the Plan is not all inclusive and there are limitations which are standard in the home warranty industry.
According to the file, on February 19, 2015, Old Republic Home Protection received a request from Mr. [redacted] to cancel his Plan, and the Plan fee refund was mailed to him on February 23, 2015.
If Mr. [redacted] has any questions, please advise him to contact us at XXX-XXX-XXXX for assistance.
Sincerely,
[redacted]
Claims Manager
Old Republic Home Protection
Initial Consumer Rebuttal /* (3000, 7, 2015/03/01) */
(The consumer indicated he/she DID NOT accept the response from the business.)
Roots were not the main reason for the stoppage it was baby wipes. The fact that only your unjust claims rep awnsered my complaint when that was the person I took issue with in the first place shows just how much they are trying to cover up their actions. Their are no roots in my plumbing! I had that problem taken care of 2 years ago. All of my plumbing is now pvc pipe. You sir or mam are misinformed and I will do everything in my considerable power to make sure that no one I know ever purchases your services and that the atternies in savannah boycott your company in this area from now on. When closing on a house.
Final Business Response /* (4000, 9, 2015/03/04) */
Dear Ms. [redacted],
I have reviewed the file and our conversation with the plumber, Johnny, from Mr. [redacted] On February 17, 2015, Johnny informed us that roots were going in to the drain pipe, and that he had to cut open the pipe to remove the roots, then replace approximately 4 feet of drain pipe under the home in order to clear the stoppage.
I suggest if Mr. [redacted] is unsure of the information provided by Johnny, that he contact him at XXX-XXX-XXXX to discuss his diagnosis, and the repair he completed. If Mr. [redacted] obtains additional information he believes should be considered by Old Republic Home Protection (ORHP), please advise him to forward it to me for review.
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.
Sincerely,
[redacted]
Claims Manager
Old Republic Home Protection

Initial Business Response /* (1000, 5, 2015/07/15) */
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]' letter.
ORHP, like other home warranty companies, uses Independent Network Service Providers and part suppliers to service our Plan Holders. Although efforts are made to dispatch qualified Service Providers and to utilize part suppliers that can provide quality service, occasionally circumstances occur that are unacceptable to ORHP and our Plan Holder.
I assure you, ORHP employees value the trust each of our Plan Holders place in us to resolve their service request in a timely and professional manner and when this does not occur, steps are taken to review what went wrong and implement improvement.
According to the file, on July 12, 2015, my associate, Mr. [redacted] spoke with Ms. [redacted] and confirmed the repair was completed and the air conditioner was operating as designed.
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 /* (2000, 7, 2015/07/16) */
(The consumer indicated he/she ACCEPTED the response from the business.)
The air conditioner was fixed on July 10th, but ONLY after I provided my Revdex.com complaint and told Old Republic that I had filed a complaint. On July 9th, after filing the complaint, I was told by Old Republic that they had not ordered the part. They authorized the local dealer to pick up the part, which he had asked to do over a week earlier, and Old Republic told him that it would be ordered. We called daily, and each representative told us the part was ordered, but no one would give us a tracking number. Only after they were told I had filed a complaint, a supervisor finally started working on the problem. Even on the day of the 9th, it took eight hours and two calls from me for Old Republic to call me back with a solution (even though this same supervisor said he would call within the hour). I am sure that if I had not involved the Revdex.com that Old Republic would have continued to stall and not have fixed the air conditioner. We do not appreciate the deceptive nature of customer service agents telling us day after day a part had been ordered, when indeed, it never had been. Putting a part into "order query" and actually ordering/shipping are different things. Our home sat at almost 90 degrees for 12 days because Old Republic refused to allow the tech to purchase the part and do his job. In the end, the Revdex.com complaint forced Old Republic to get the job done.

Contacted Old Republic for our heater not working. They called out their guy for our area. The guy told Old Republic on their very first report to Old Republic,which was 2 days later-- that the heater was an improper install and would need replacement. I got a call 8 DAYS after that from Old Republic that they were denying coverage BECAUSE of the improper install. I was not happy that we had to wait 10 days total without a heater only to be denied using the excuse that they knew about on their VERY FIRST report from the company they contracted! I should have been told the very first day they got the report that it would be denied so that I could have gotten someone out to fix it.

Initial Business Response /* (1000, 5, 2014/02/12) */
Ms. [redacted]
Revdex.com
Plan XXXXXXXX
Dear Ms. [redacted],
Regarding the service request for the heating system; on behalf of Old Republic Home Protection (ORHP) and its employees, please extend our sincere apologies for the...

circumstances outlined in Ms. [redacted]’s letter.
ORHP, like other home warranty companies, uses independent network Service Providers to service our Plan Holders. Although efforts are made to dispatch qualified Service Providers that can provide quality service, occasionally circumstances occur that are unacceptable to ORHP and our Plan Holder.
I assure you, ORHP employees value the trust each of our Plan Holders place in us to resolve their service request in a timely and professional manner and when this does not occur, steps are taken to review what went wrong and implement improvement.
Based on the information you provided, I have taken personal responsibility to address the issues outlined with the Service Providers and individuals involved, ensuring they understand the result of their actions and comments.
According to the file, on February 8th, 2014, we authorized the Plan Holder to contact a local heating company to service the heating system, and to contact us prior to initiating repairs with their diagnosis and estimate. Once we have the opportunity to determine coverage, authorization will be given for covered repairs.
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 regard,
[redacted]
Claims Manager
Old Republic Home Protection

Initial Business Response /* (1000, 5, 2014/07/03) */
Ms. [redacted]
Revdex.com
Re: Plan # XXXXXXXX
Dear Ms. [redacted],
Regarding the service request for the air conditioner; on behalf of Old Republic Home Protection (ORHP) and its employees, please extend our sincere apologies for the...

circumstances outlined in Ms. [redacted]'s letter.
ORHP, like other home warranty companies, uses Independent Network Service Providers to service our Plan Holders. Although efforts are made to dispatch qualified Service Providers that can provide quality service, occasionally circumstances occur that are unacceptable to ORHP and our Plan Holder.
I assure you, ORHP employees value the trust each of our Plan Holders place in us to resolve their service request in a timely and professional manner and when this does not occur, steps are taken to review what went wrong and implement improvement.
Based on the information Ms. [redacted] provided, I have taken personal responsibility to address the issues outlined with the Service Provider and individuals involved, ensuring they understand the result of their actions and comments.
According to the file, on July 1st, 2014, ORHP dispatched a different Independent Network Service Provider, and the air conditioner was repaired.
If Ms. [redacted] has any questions, or the need for further service, please inform her to contact us at XXX-XXX-XXXX for assistance.
ORHP appreciates Ms. [redacted] taking the time to provide her opinion and perspective of her service experience, which in turn, provides ORHP the opportunity to improve the service we provide to our customers.
Best regards,
[redacted]
Claims Manager
Old Republic Home Protection