Old Republic Home Protection Company, Inc.

Initial Business Response /* (1000, 5, 2015/02/16) */
Ms. [redacted]
Revdex.com
Re: Plan # XXXXXXXX
Dear Ms. [redacted],
Regarding the service request for the furnace; 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 reviewed the file that indicates the Independent Network Service Provider diagnosed the furnace is beyond repair and must be replaced. According to the file, ORHP has authorized replacement, and the new furnace has been ordered. We will follow up to ensure it is replaced in a timely manner.
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

We recently purchased a home with 2 AC units. One of the units were not installed properly, this was not known until after purchase (yes we had an inspector). We were having issues, called old Republic. Someone came out, said it's the thermostat, changed it. Same problem. He came back, and found a list of issues that needed fixing. An Old Republic rep called and cheerfully said "we not able to warranty any your hvac systems until that's fixed, so you call us for that." We had some debate with why it's not covered and no one has a clear answer, lots of backtracking and circles (from reps to supervisor).
We got a second opinion, we some differences of opinion, I notified them if this, and it has been over a month and we still have no answers. Voicemail after voicemail with terrible follow up.
I emailed again for the 3rd time tonight 9/8/16, and now we wait.....

Initial Business Response /* (1000, 5, 2015/11/09) */
Ms. [redacted]
Revdex.com
RE: Plan # XXXXXXXX
Dear Ms. [redacted],
Regarding the service request for the HVAC thermostat; 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.
As a result of the circumstances that occurred, and strictly as a matter of goodwill, ORHP has agreed to honor your request to waive the Trade Call Fee.
ORHP appreciates Mr. [redacted] taking the time to provide his opinion and perspective of his service experience, which in turn, provides ORHP the opportunity to improve the service we provide to our customers.
Best regards,
[redacted]
Plan Compliance Manager
Old Republic Home Protection

Purchased a new home, received no information about my plan from Old Republic Home Protection Company; lost power a month later and could not find any information from my home warranty. Called electrician in the area, who took two days to find the hazard in the attic. (fire hazard) Contact Old Republic to seek some sort of reimbursement for the emergency; who reported that was my problem that I didn't seek authorization for the work. Not even partial reimbursement for emergency services; which could have started a fire (electrician took pictures). Very rude, and said you should have known, WTH! I didn't even have the policy number nor any information from them. Same old same old, if you don't have the information you can't file a claim; they know exactly what they are doing.
Note: Gave them my e-mail address to send my policy, still haven't received anything.

Initial Business Response /* (1000, 10, 2014/09/30) */
Ms. [redacted]
Revdex.com
Re: Plan # XXXXXXXX
Dear Ms. [redacted],
Old Republic Home Protection (ORHP) is in receipt of the request from Ms. [redacted] for reimbursement for the repair of her air conditioner by an Out-Of-Network...

Contractor. I have reviewed the file, and based on the circumstances outlined in Ms. [redacted]' letter, ORHP agrees, strictly as a matter of goodwill, to reimburse Ms. [redacted]' $260 less the $100 Trade Call Fee.
I have processed the reimbursement, and a check for $160 will be mailed to her within the next ten business days.
If Ms. [redacted] has any questions, please advise her to contact us at XXX-XXX-XXXX for assistance.
Sincerely,
[redacted]
Claims Manager
Old Republic Home Protection
Initial Consumer Rebuttal /* (2000, 12, 2014/10/01) */
(The consumer indicated he/she ACCEPTED the response from the business.)
I am extremely thankful to Old Republic Home Protection. I understand the "call first" policy but I am so glad that they (ORHP) understood the health and unusual circumstances regarding this claim. I was hoping I could work something out between Old Repuand myself and I feel as though this is more than acceptable and I will let my family and friends know that this company came through in the end. Being on a fixed income is very difficult. Being disabled with MS is also difficult. I try to maintain my independence and I appreciate their efforts in supporting this.
[redacted]

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

circumstances outlined in 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, the air conditioner was repaired on July 4th, 2014, and is operating as designed.
If Ms. [redacted] has any questions, 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
Initial Consumer Rebuttal /* (3000, 7, 2014/07/08) */
(The consumer indicated he/she DID NOT accept the response from the business.)
Service tech that came out July 4th, 2014 was contracted out by Northstar and Northstar contracted by OHRP. He was at our house for more than 4 hours installing the new compressor. For 2 hours he could not get the new compressor to operate. He stated it could be a bad compressor. He said he found a loose wire that was not allowing the compressor to turn on and fixed it. On several occassion I asked if he was going to do the ACID wash (condensor clean) per the first tech that came out to the house. He told me he didnt know why the tech recommended the condensor wash and said it did not need to be done. I came home yesterday and the house was hot and ac was running. I went outside and saw the fan turning but it did not sound like the compressor was running. We turned ac down to 72 deg and there was only hot air coming out of the vents. I checked all the breakers pertaining to the AC unit and none were tripped and they were all on. I called ORHP and they assured me someone from Northstart would be calling me back same day and a supervisor from ORHP would be calling me back as well. AC stopped working yesterday and here it is today 7-8-14 (12:27pm) and no supervisor has called me back since I made request yesterday. ORHP has agreed by phone that they will reimburse me for the window unit and has yet to call me back and confirm. I called Northstar and they said they might be able to get someone out tomorrow to look at the unit yet no technician has called me back to confirm. As of right now we are on day 26 since we filed a request to have the AC unit fixed and it is still not working. Every service rep from ORHP has been rude and refuse to let me speak to a supervisor or offer any intel as to when the AC can get fixed. We paid for our warranty plan, I paid Northstar for the work performed on July 4th,2014 and ac doesnt work, and I am still out of pocket for the window unit, and I paid Northstar for the first inspection. On email I recieved from ORHO regarding second request to come back out and do rework, they advised us not to hesitate to call Northstar directly when dealing with the new issue. I feel as if they do not want to be responsible anymore on this work order and are wanting us to do their job for them. Because of the time and hard ship we have recieved we fill we have paid for service plan that does not offer any help. I feel we should be reimbursed for the window unit as well has cost for entire project.
Final Business Response /* (4000, 9, 2014/07/11) */
Dear Ms. [redacted],
Please extend our sincere apologies to Mr. [redacted] for the recent situation regarding his air conditioner. I have been assured by North Star Mechanical the compressor was replaced yesterday and the air conditioner is operating as designed. I have also confirmed we have processed the reimbursement for the purchase of a portable air conditioner by Mr. [redacted], and he will receive a check within the next ten business days.
If Mr. [redacted] has any further problems with the air conditioner, ORHP will dispatch a different Independent Network Service Provider to resolve the issue.
Sincerely,
[redacted]
Claims Manager
Old Republic Home Protection
Final Consumer Response /* (4200, 11, 2014/07/18) */
(The consumer indicated he/she DID NOT accept the response from the business.)
No one from ORHP has been in contact with me in regards to reimbursing my window unit. We were happy with northstar mechanical and strongly believe it was the ignorance in lack of care of ORHP that caused us this hardship. Until someone from ORHP contacts VIA phone or sends us something in writing acknowledging that they are going to reimburse me for my window unit and or a check then this issue has not been resolved.
Best Reguards,
[redacted]

Initial Business Response /* (1000, 5, 2015/03/17) */
Ms. [redacted] Thomas
Revdex.com
Re: Plan # XXXXXXXX
Dear Ms. Thomas,
Regarding the service request for the water heater; on behalf of Old Republic Home Protection (ORHP) and its employees, please extend our sincere apologies for the...

circumstances outlined in Mr. [redacted]'s letter.
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.
According to the file, my associate, Mr. [redacted], spoke with Mr. [redacted] on March 13, 2015, and will follow up to 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 [redacted] for assistance.
ORHP appreciates Mr. [redacted] taking the time to provide his opinion and perspective of his service experience, which in turn, provides ORHP the opportunity to improve the service we provide to our customers.
Best regards,
[redacted]
Claims Manager
Old Republic Home Protection
Initial Consumer Rebuttal /* (3000, 7, 2015/03/21) */
(The consumer indicated he/she DID NOT accept the response from the business.)
Old Republic has not as of today March 21, 2015 approved the work. This is according to [redacted] who said he's at extension [redacted] and would not give his last name. Who also refused to transfer me to a supervisor.
[redacted] provided an email address that the plumber sent the description of the problem to. This was necessary because the phone representatives at Old Republic deliberately misrepresent what the plumbers told them on two occasions in an attempt to deny the claim. As you can see from the email copied below [redacted] does not respond and has not called me.
I received a phone message from a [redacted] at extension [redacted] who says he has taken over the case from [redacted] and that he wants to discuss the "second opinion" I received from my plumber. It has been impossible to reach this person on the phone. This was not a second opinion as they never sent a plumber. The problem was reported on the 4th. I suspect if I ever reach this man on the phone he will deny having seen the email copied below.
This is a company that engages in dishonest business practices in order to avoid paying claims. I can't go without hot water so I will be forced to have the work done without the authorization number the company says I must get from them. This is because they won't give it though the failure is one they are obligated to repair.
On Mar 20, 2015, at 9:45 AM, [redacted] wrote:
Hi [redacted],
Now the plumber has emailed you an explanation of the needed repair will you authorize the repair?
Dr. [redacted]
Begin forwarded message:
From: [redacted]
Here is the email I sent them.
Forwarded message
From: [redacted]
Date: Thu, Mar 19, 2015 at 10:05 AM
Subject: Tankless water heater repair
To: [redacted]@orhp.com
In referenece to the customer [redacted] we need to repair the tankless water heater by having the temperature sensor and electrodes replaced and in order to do so the entire unit will have to be disassembled. If you have any questions or concerns please feel free to contact us. Thank you for your patience in this matter.

[redacted] XXXXX
ph: XXX-XXX-XXXX
fax: XXX-XXX-XXXX

[redacted] XXXXX
ph: XXX-XXX-XXXX
fax: XXX-XXX-XXXX
Final Consumer Response /* (3000, 16, 2015/04/14) */
The invoice was provided via email to company on April 1st but the refund has not been received. Please reopen complaint.
Final Business Response /* (4000, 18, 2015/04/15) */
Dear Ms. [redacted],
Please inform Mr. [redacted] the invoice was received, and the check will be mailed within the next ten business days.
If he has any questions, please advise him to contact Mr. [redacted] at XXX-XXX-XXXX ext. 7937 for assistance.
Sincerely,
[redacted]
Claims Manager
Old Republic Home Protection

Initial Business Response /* (1000, 5, 2014/06/03) */
Ms. [redacted]
Revdex.com
Plan # XXXXXXXX
Dear Ms. [redacted],
Regarding the service request for the refrigerator; 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.
With regard to Ms. [redacted]'s request for reimbursement of food loss as the result of the delay receiving repair parts; please assure Ms. [redacted] that ORHP makes every effort to obtain parts in a timely manner, and we have limited control regarding delays receiving parts.
Please refer to page 8 of the Plan titled Limitations of Liability under General Exclusions 4.E. that states:
"We are not responsible for a Contractor's neglect or delay; or their failure to
provide service, repair or replacement; nor are we responsible for any delay in
service or failure to provide service caused by conditions beyond our control, such
as parts on order or labor difficulties."
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, 2014/06/04) */
(The consumer indicated he/she ACCEPTED the response from the business.)
After speaking with a representative on June 3rd, I was told they would offer me a refund of $60. This is the initial amount I paid for the service visit in April. Although it will not cover all of the food and time I lost it does show that they care and are making an effort to resolve the problem.

Initial Business Response /* (1000, 5, 2014/05/16) */
Ms. [redacted]
Revdex.com
Re: Plan # XXXXXXXX
Dear Ms. [redacted],
Regarding the service request placed by Mr. [redacted] for his pool equipment; I have reviewed the file and my associate, Mr. [redacted], has spoken with Mr. [redacted], who...

requested the cancellation of his Pool/Spa Equipment coverage.
According to the file, Mr. [redacted] has processed the cancellation request, and the Plan fee refund check will be mailed to Mr. [redacted] within the next ten business days.
If Mr. [redacted] has any additional questions, please inform him to contact Mr. [redacted] at XXX-XXX-XXXX ext [redacted] for assistance.
Sincerely,
[redacted]
Claims Manager
Old Republic Home Protection

Initial Business Response /* (1000, 5, 2015/06/12) */
Ms. [redacted]
Revdex.com
Re: Plan # XXXXXXXX
Dear Ms. [redacted],
Regarding the service request for the air conditioner; on behalf of Old Republic Home Protection (ORHP) and its employees, please extend our sincere apologies for the...

circumstances outlined in Mr. [redacted]'s letter.
ORHP, like other home warranty companies, uses Independent Network Service Providers to service our Plan Holders. Although efforts are made to dispatch qualified Service Providers that can provide quality service, occasionally circumstances occur that are unacceptable to ORHP and our Plan Holder.
I assure you, ORHP employees value the trust each of our Plan Holders place in us to resolve their service request in a timely and professional manner and when this does not occur, steps are taken to review what went wrong and implement improvement.
Based on the information Mr. [redacted] provided, I have taken personal responsibility to address the issues outlined with the Service Provider and individuals involved, ensuring they understand the result of their actions and comments.
I have reviewed the file that indicates my associate, Ms. [redacted] has spoken with Mr. [redacted], and will follow up to ensure this service request is resolved in a timely manner.
If Mr. [redacted] has any questions, please advise him to contact Ms. [redacted] at XXX-XXX-XXXX ext. 1018 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, 2015/06/12) */
Thank you. I was notified by Old Republic yesterday after sending them a copy of this complaint. They told me they would work with me to fix the problem.
[redacted]
Final Business Response /* (4000, 9, 2015/06/15) */
Ms. [redacted],
Please inform Mr. [redacted] if he has any questions regarding the resolution of his service request, to please contact my associate, Ms. [redacted] at XXX-XXX-XXXX ext. [redacted] for assistance.
Sincerely,
[redacted]
Claims Manager
Old Republic Home Protection

Initial Business Response /* (1000, 5, 2016/01/04) */
Ms. [redacted]
Revdex.com

RE: Plan # XXXXXXXXX
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 Ms. [redacted] provided, I have taken personal responsibility to address the issues outlined with the Service Providers and individuals involved, ensuring they understand the result of their actions and comments.
I have reviewed the file and my associate, Ms. [redacted], has been assigned to 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] 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

[redacted]
Revdex.com
 
si*e="3">RE:      Plan # [redacted]
 
Dear [redacted],
 
Regarding the service request for the combination microwave convection oven; 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.
 
According to the file, my associate, [redacted], has been assigned to resolve the service request for [redacted]. In view of the circumstances that have occurred with the network Service Providers, please advise [redacted] that ORHP authori*es him to obtain a diagnosis from an Out-Of-Network Contractor, and to submit their diagnosis to Ms. [redacted] for review and to confirm Plan coverage,  prior to initiating repair.
 
If [redacted] has any questions, please advise him to contact Ms. [redacted] at [redacted] Ext. [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]
Plan Compliance Manager
Old Republic Home Protection

Complaint: [redacted] I am rejecting this response because: It is my opinion that Mr. [redacted] response is a "canned" response from Old Republic to any of its "Plan Holders" having the same experience I had with OR: they did not have an approved service provider for my reported problem because they were probably unable to find one that would do their service work for the apparent cheap price they were wiiling to pay! Absent same, they seem to choose to shift this responsibility to the Plan Holder, and then place such restrictions on the Plan Holder regarding what OR is wiiling to do and pay that the Plan Holder meets with the same failure as did OR! Accordingly, I requested their "warranty" cancellation because the return of the premium paid for same had more value and definitive quality to me than does any "warranty" I thought we would be getting from OR. Sincerely,[redacted]

Initial Business Response /* (1000, 5, 2015/11/25) */
Ms. [redacted]
Revdex.com
RE: Plan # XXXXXXXX
Dear Ms. [redacted],
Regarding the service request for the refrigerator; on behalf of Old Republic Home Protection (ORHP) and its employees, please extend our sincere apologies for the...

circumstances outlined in Mr. [redacted]'s letter.
ORHP, like other home warranty companies, uses Independent Network Service Providers to service our Plan Holders. Although efforts are made to dispatch qualified Service Providers that can provide quality service, occasionally circumstances occur that are unacceptable to ORHP and our Plan Holder.
I assure you, ORHP employees value the trust each of our Plan Holders place in us to resolve their service request in a timely and professional manner and when this does not occur, steps are taken to review what went wrong and implement improvement.
According to the file, my associate, Mr. [redacted], Senior Authorizer, has spoken with Mr. [redacted], and has been assigned to follow up to 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.[redacted] for assistance.
ORHP appreciates Mr. [redacted] taking the time to provide his opinion and perspective of his service experience, which in turn, provides ORHP the opportunity to improve the service we provide to our customers.
Best regards,
[redacted]
Plan Compliance Manager
Old Republic Home Protection

Initial Business Response /* (1000, 8, 2015/04/17) */
Ms. [redacted]
Revdex.com
Re: Plan XXXXXXXX
Regarding 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....


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 reviewed the file and confirmed payment of the Trade Call Fee was made on April 16, 2015, and the Plan is now current; please express my sincere apologies to Ms. [redacted] that we did not receive the payment she advised us that she mailed to ORHP several months ago.
ORHP values Ms. [redacted] as a customer, and we hope she continues to realize the value of the Plan and the many benefits it provides. As a gesture of goodwill, I have waived the $25 late fee for 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.
If Ms. [redacted] has any questions, or experiences any issues in the future regarding payment of her Trade Call Fee, please advise her to contact me for assistance.
Best regards,
[redacted]
Claims Manager
Old Republic Home Protection
Initial Consumer Rebuttal /* (2000, 10, 2015/04/21) */
(The consumer indicated he/she ACCEPTED the response from the business.)

Initial Business Response /* (1000, 5, 2015/08/27) */
Ms. [redacted]
Revdex.com
Re: Plan # XXXXXXXX
Dear Ms. [redacted],
Regarding the service requests placed for the plumbing stoppage and for the water leak; on behalf of Old Republic Home Protection (ORHP) and its employees, please extend...

our sincere apologies for the circumstances outlined in Mr. [redacted]'s 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.
As a result of the circumstances that occurred, and strictly as a matter of goodwill, ORHP has agreed to honor Mr. [redacted]'s request to waive the Trade Call Fee for the service request placed on December 6, 2014 for the plumbing stoppage.
As for the service request placed on February 18, 2015 for the water leak below the master bathroom; I have reviewed the file that indicates the plumber dispatched by ORHP repaired the leak by replacing the waste and overflow gasket in the bathtub.
Please refer to page 7 of the Plan that states:
"You are responsible to pay a TRADE (SERVICE) CALL FEE (TCF) when the Service Provider
arrives at your home. The TCF (or the actual cost of service, whichever is less) is due for each dispatched service request by trade (plumbing, electrical, appliance, heating/air conditioning, etc.). Service work is guaranteed for 30 days. The TCF is due whether service is covered or denied. Essentially, when we incur a cost of service, you are responsible for a TCF."
In accordance with the terms and conditions of the Plan, please advise Mr. [redacted] to remit the past due Trade Call Fee at his earliest convenience.
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 /* (2000, 7, 2015/08/28) */
(The consumer indicated he/she ACCEPTED the response from the business.)
The company waived 1 of the Trade Call Fees and some collection charges associated with it. I still had to pay $60 in the end, which is fine as the request was handled very well by [redacted] at ORHP.

RE:      Plan # [redacted]
size=3> 
Dear Ms. [redacted],
 
Below is a response sent to Mr. [redacted] in August 2016 regarding his request for additional reimbursement, and we stand by the contents of our response and the coverage provided.
 
Dear Mr. [redacted],
 
Regarding the service request for your air conditioner; 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.
 
According to the file, the technician from Four Seasons advised ORHP that he diagnosed the compressor located inside the condenser was not pumping correctly, and he recommended replacing the condenser and air handler. However, we were advised by the technician that they were unable to complete the replacement, and they requested the service request transferred to another Service Provider.
 
The service request was transferred to Universal HVAC, and on July 29, 2016, their technician diagnosed that the air handler evaporative coil was extremely dirty, and he was unable to properly diagnose the remainder of the equipment until the air handler was replaced. He also advised us that reason the compressor was not pumping correctly could have been the result of the dirty air handler. He advised us that once the air handler was replaced, he could properly diagnose the remainder of the equipment (i.e. the compressor and condenser) to determine if further repairs were needed. 
 
ORHP authorized the replacement of the air handler, the equipment was ordered, and we were advised that the replacement was scheduled for Sunday, August 7, 2016. If, after the air handler was installed, the condenser was still not operating properly and had failed from normal wear, ORHP would have authorized replacement.
 
On August 7, 2016, the technician, [redacted] from Universal HVAC, contacted ORHP and advised us that based on communication he received from the Plan Holder, he would no longer complete the replacement, and requested the service request be transferred to another Service Provider. The service request was transferred to Papworth HVAC on August 7, 2016.
 
On August 8, 2016, Papworth HVAC advised us that when they contacted you to schedule an appointment, they were advised their service was no longer needed.
 
As we discussed on August 12, 2016, it is possible the only equipment that required replacing was the air handler, and that the malfunction of the condenser compressor could be contributed to the failure of the air handler.
 
Decisions regarding coverage, and whether to repair or replace a covered system or appliance, is determined based on the diagnosis by the Independent Network Service Provider. ORHP will not authorize the repair of a system or appliance if the Independent Network Service Provider advises us that it cannot be repaired.
 
With regard to your request for reimbursement for hotel and pet costs; please refer to page 8 of the Plan that states:
 
“4. GENERAL EXCLUSIONS:
 
E. We are not responsible for a Service Provider’s neglect or delay; or their failure
     to provide service, repair or replacement; nor are we responsible for any delay in
     service, or failure to provide service, which may be caused by conditions beyond
     our control, such as, but not limited to, parts on order, labor difficulties, or weather.”
 
That said, [redacted] at Universal HVAC believed that the only equipment that required replacement at this time was the air handler (without further diagnosis of the condenser once the air handler was installed). Based on his diagnosis, it appears the condenser may not have required replacement as was diagnosed by Four Seasons. 
 
Since you advised us you hired Four Seasons on a retail basis to replace your air conditioner system, ORHP will provide you a settlement for the replacement of the air handler, in accordance with the terms of the Plan. In addition, and as a gesture of goodwill, ORHP will also provide you what our cost would have been to replace the condenser, if it would have been determined by Universal HVAC that it had to be replaced. A check for $2,443.31, which represents our cost to replace your air handler and condenser, has been processed. 
 
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. To ensure continued coverage
of the system or appliance for which we provide a cash in lieu settlement, either during
the current or future term of coverage between you and us, you must provide proof of
repair or replacement that meets our reasonable satisfaction. You may send proof to
[redacted].”
 
 
You should receive the check within 20 days.
 
 
Best regards,  
 
[redacted]
Plan Compliance Manager
Old Republic Home Protection

Complaint: [redacted]I am rejecting this response because:It is only under a parts warranty. Their website and way of advertising their service is misleading. The warranty was purchased to have a "piece of mind" relieving me from having to worry about unexpected expenses incurred during my first year of owning my home. They have lost a customer. I will also share my experience with everyone within my sphere of influence. Their excuse "industry standard" is [redacted]. I'm sure there is a company that I could have chosen that covers homeowners for labor cost when dealing with items under a parts warranty. The money spent with Old Republic has been a complete waste. The only way their service is beneficial to a home owner is if you get their highest plan with the lowest deductible and you have a house that all appliances and supposedly covered items you own are out of warranty. This have been an expensive lesson that I will have to eat. Sincerely,[redacted]

Initial Business Response /* (1000, 5, 2014/07/23) */
Ms. [redacted]
Revdex.com
Re: Plan # XXXXXXXX
Dear Ms. [redacted],
Regarding the service request for the air conditioner; on behalf of Old Republic Home Protection (ORHP) and its employees, please extend our sincere apologies for the...

circumstances outlined in Mr. [redacted]'s letter.
ORHP, like other home warranty companies, uses Independent Network Service Providers to service our Plan Holders. Although efforts are made to dispatch qualified Service Providers that can provide quality service, occasionally circumstances occur that are unacceptable to ORHP and our Plan Holder.
I assure you, ORHP employees value the trust each of our Plan Holders place in us to resolve their service request in a timely and professional manner and when this does not occur, steps are taken to review what went wrong and implement improvement.
Based on the information Mr. [redacted] provided, I have taken personal responsibility to address the issues outlined with the Service Provider and individuals involved, ensuring they understand the result of their actions and comments.
I have reviewed the file that indicates my associate, Ms. [redacted] has left a message for Mr. [redacted], and will follow up to ensure the service request is completed in a timely manner.
If Mr. [redacted] has any questions, please inform him to contact Ms. Nicholson at XXX-XXX-XXXX ext [redacted] for assistance.
ORHP appreciates Mr. [redacted] taking the time to provide his opinion and perspective of his service experience, which in turn, provides ORHP the opportunity to improve the service we provide to our customers.
Best regards,
[redacted]
Claims Manager
Old Republic Home Protection
Initial Consumer Rebuttal /* (3000, 7, 2014/07/24) */
(The consumer indicated he/she DID NOT accept the response from the business.)
I do not wish to communicate with the company over the phone, I have tried calling them to solve the matter. I was treated rudely and lied to about my issue. I want to deal with them here so I have written proof of what is said.
I would like a refund of the $95 dollars for the REQUIRED Service and to the prorated amount left on my contract refunded and my contract cancelled.
Final Consumer Response /* (4200, 11, 2014/07/28) */
(The consumer indicated he/she DID NOT accept the response from the business.)
The AC is broke again and old republic refused to send a repairmen out saying that there is no way to get someone here on a Sunday. The company that is assigned Executive Air says they are open 7 days a week 8 am-5 pm. 7 calls about the same AC unit.
I want my 95 dollars and a properly repaired AC
Final Business Response /* (4000, 38, 2014/08/18) */
Dear Ms. [redacted],
Please inform Mr. [redacted] that Executive Air does not believe there is a mechanical malfunction to the air conditioner, and that it is operating as designed. ORHP has agreed to dispatch another Independent Network Service provider, Air Care A/C, to diagnose the air conditioner and provide ORHP their opinion regarding the operation of the equipment. Please inform Mr. [redacted] that Air Care A/C can be contacted at XXX-XXX-XXXX if he needs to contact them.
With regard to the $95 reimbursement, I contacted my associate, Ms. [redacted] and she will ensure the check for $95 is mailed to Mr. [redacted]; we sincerely apologize the check was not previously processed.
Please advise Mr. [redacted] to contact Ms. [redacted] at XXX-XXX-XXXX ext [redacted] if he has any questions.
Sincerely,
[redacted]
Claims Manager
Old Republic Home Protection

Old republic should have accreditation from the Revdex.com! Have had two problems with my house now with things that should be covered and they come up with excuses and won't cover the issues they claim to cover. They say "this could have been caused by a person" when an appliance goes bad. It's apparently their go to phrase to get out of anything. Stay away from them. Revdex.com you should drop them now.