Old Republic Home Protection Company, Inc.

Initial Business Response /* (1000, 5, 2015/09/04) */
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.
As a result of the circumstances that occurred, and strictly as a matter of goodwill, ORHP has agreed to refund the Trade Call Fee, and the refund will be mailed to Ms. [redacted] within the next ten business days.
With regard to the repair of the air conditioner; I will follow up with [redacted] at A and B Air Conditioning to ensure the repair is completed in a timely manner once he receives the new evaporative coil from the manufacturer.
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, 2015/09/07) */
(The consumer indicated he/she DID NOT accept the response from the business.)
This is not at all the resolution that I asked for. The $75 refund doesn't fix the problem. I would like the amount I paid for the renewal as well as the $75 to be refunded. I want my policy as well as any other payments that were to be automatically withdrawn from my account canceled. The whole reason of me paying for & having a home warranty was for protection for me if anything major were to go out. ORHP has not gone out of there way at all to see to it that this matter was taken care of in a timely manner. Parts should've been overnighted as soon as they were received damaged. It's taken longer for them to come in the second time they were ordered than it did the first time.
Final Business Response /* (4000, 21, 2015/09/21) */
Please advise our Plan Holder that as a gesture of goodwill, we will honor her request and refund the Trade Call Fee, and cancel her Plan in full. The checks should be processed and mailed within the next ten business days.
[redacted]
Plan Compliance Manager
Final Consumer Response /* (2000, 29, 2015/09/25) */
Please disregard last message. I called my bank and that $188 was reimbursed.

I have been using Old republic Home Protection Plan for over 15 years. They are one of the best in the real estate business. Only a few times did I need to call district supervisor and problem was solved.
Would recommend over AHS for sure.

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, 2015/05/06) */
Ms. [redacted]
Revdex.com
Re: Plan XXXXXXXX
Dear Ms. [redacted],
Regarding the service request for two air conditioning systems; I have reviewed the file that indicates the technician from First Choice A/C advised Old Republic Home...

Protection that the downstairs condenser and air handler had failed and must be replaced, and the compressor for the upstairs condenser also failed and must be replaced. Since the upstairs air conditioning system can be repaired by replacing the compressor, replacement of the condenser and air handler is not necessary at this time.
According to the file, on April 24, 2015, Ms. [redacted] accepted $2,000 as a cash settlement in lieu of replacement of the downstairs condenser and air handler, and replacement of the downstairs compressor, which represents our cost to complete the repair.
Please refer to page 7 of the Plan that states:
"We have the sole right to determine whether a covered system, appliance or component will
be repaired or replaced.
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 [redacted] be less than retail."
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 /* (3000, 7, 2015/05/21) */
We hope to be able to reply by the deadline, however, we are being held up by Old Republic Home Warranty. They have made many promises but have given us no results. If we complete this complaint they will not provide us with the settlement they did offer. While this settlement in no way covers our losses, it is better than nothing. It at no point was a satisfactory settlement but it was the best the warranty company would offer.
The 'repairs' they offered were even less,. Their service representative even told us what ORHP would offer would not fix the problem. Until we receive the settlement we cannot complete this complaint. We were told on April 24th that they would send us a check and it would take 10 to 14 days for us to receive, it has been 23 days. I called and they said it was held up by a supervisor and that they cut checks on Wednesdays. They supposedly sent the check out on [redacted] 13th, but we have not seen it. They said today ([redacted] 18th, that it would take 10 business days. It sounds like a big run around to me. If you would like to discuss this you [redacted] contact me, [redacted] or my wife, [redacted] at XXX-XXX-XXXX.
The settlement we were told we were getting is not satisfactory and this complaint is not resolved.
Sincerely,
[redacted]
Final Business Response /* (4000, 9, 2015/05/22) */
Dear Ms. [redacted],
Regarding the diagnosis of the air conditioner and the cash settlement checks; I have reviewed the file and we have spoken with the Independent Network Service Provider, and he assured us that the system could be repaired and did not require replacement at this time. As for the cash settlement checks; the checks were mailed on [redacted] 13, 2015. If Ms. [redacted] has not received them, please advise her to contact our Accounting Department at XXX-XXX-XXXX for immediate assistance.
Sincerely,
[redacted]
Claims Manager
Old Republic Home Protection
Final Consumer Response /* (4200, 11, 2015/06/01) */
To Revdex.com:
Unfortunately this is getting to the point of they said versus we said.
The guy from First Choice, who Old Republic Home hired, told me the repair for the upstairs unit would probably work.
He told me on the lager downstairs unit " the repair Old Republic recommend at best would be a temporary fix. If it were his house he would not do the recommended repair because if it did work it would not last."
Even if we cannot get additional money on our repairs; we do want our complaint on Old Republic posted on the Revdex.com web site. Our hope is other clients will not be ripped off by these policies.
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, 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, 2015/08/27) */
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.

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.

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.

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, 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

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, 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, 2014/09/12) */
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 and Part Suppliers to service our Plan Holders. Although efforts are obtain repair parts in a timely manner, we have limited control regarding part availability, and 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.
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, 2014/09/15) */
(The consumer indicated he/she DID NOT accept the response from the business.)
Thank you for the generic response but this does not explain any of the issues specifically having to do with ORHP's handling of this case.
As an update, a week ago ORHP said they would order the parts. In the middle of the following week they said they could not order the parts directly and told the service provider to order them. They were supposedly ordered Friday last week. There is no explanation as to why ORHP did not direct the service provider to order the parts over 2 weeks ago, again keeping in mind that the parts are under manufacturer's warranty!
Final Business Response /* (4000, 9, 2014/09/17) */
Ms. [redacted],
As indicated in my previous response, I have addressed the handling of the service request with those that were involved, to ensure they are aware the result of their actions. We again extend our sincere apologies for any delay that has occurred, and appreciate Mr. [redacted] bringing this situation to our attention.
As a result of the delay, Old Republic Home Protection is refunding Mr. [redacted] his $60 Trade Call Fee, and a check will be mailed to him within the next ten business days.
If Mr. [redacted] has any questions, please advise him to contact us at XXX-XXX-XXXX for assistance.
Sincerely,
[redacted]
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, 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

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, 6, 2014/10/09) */
Ms. [redacted]
Revdex.com
Re: Plan # XXXXXXXX
Dear Ms. [redacted],
Regarding the service request for the shower valve; 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.
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 will follow up to resolve his service request in a timely manner.
If Ms. [redacted] has any questions, please inform him 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, 8, 2014/10/11) */
(The consumer indicated he/she DID NOT accept the response from the business.)
I appreciate the response from the Claims Manager to my claim but I found out from the second conversation this week that Ms. [redacted] (claims Supervisor) failed to tell me in order to cancel my plan with ORHP that I needed to submit a written cancellation letter to ORHP. If I had not spoke to Ms. [redacted] the second time, I would not have received the refund check as Ms. [redacted] stated that would arriving to my home address in 10 to 14 days from 29 Sep 2014. Also it took my realtor to call the company for ORHP to start the same work order. There needs to be some consistencies and continuity with how to be work professionally with customers across the board among supervisors as Ms. [redacted] has. 23 years of serving all over the country and been to numerous military conflict operation, how are we suppose to focus on important military mission especially If the services we purchase for the sake of security of leaving our family behind, gives you issues. 95% of my time is spent on foreign and domestic land, I should not have to worry about my family and our home issues. Also it has been couple of days since we've been contacted by a plumber, still the shower plumbing is not fixed. So between the first call to now it has been a little over two weeks the shower plumbing has been inoperation.
Final Business Response /* (4000, 10, 2014/10/15) */
Ms. [redacted],
Please inform Ms. [redacted], that we were informed by the plumber that the repair part was ordered and had not arrived as of October 14, 2014.
My associate, Ms. [redacted] is following up to ensure the appointment to complete the repair is scheduled in a timely manner, once the part is available. Please inform Ms. [redacted] if she has any additional questions or concerns, to please contact Ms. [redacted] at XXX-XXX-XXXX ext. [redacted] for assistance.
Sincerely,
[redacted]
Claims 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.)

[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