Old Republic Home Protection Company, Inc.

Complaint: [redacted]I am rejecting this response because:
The response does not address any of the issues and appears to be a form. The fact that my complaint included multiple employees and a service provider over multiple instances do give the appearance that this type of behavior is at least somewhat ingrained into the company culture, at least in pockets. As a new customer I was treated as though everything I said was a lie because the company may have been burned in the past. The summary denial of my plumbing claim was ignored in the response, as was the fact that during the mentioned conversation regarding my air conditioner working as intended I unequivocally stated that the technicians fix was a band-aid on a bullet hole which I verified with multiple other HVAC specialists. The "resolution" to my air conditioner leaking Freon was to install screw on dust caps and refill the system. Dust caps are designed for exactly what they sound like, to keep dust out of AC valves and lines. While they can serve to slow a leak from a valve that is not their purpose. At the risk of being too cheesy with my use of colloquialisms, ORHP has simply kicked the can down the road likely hoping the quick fix will hold up until my warranty runs out. It may, but it was not the right or the ethical thing to do, and it is by no means the proper repair in this instance.
Sincerely,[redacted]

Initial Business Response /* (1000, 5, 2015/08/17) */
Ms. [redacted]
Revdex.com
Re: Plan XXXXXXXX
Dear Ms. [redacted],
Regarding the denial of coverage for the replacement of the air conditioner; I have reviewed the file and the following is a brief summary.
09/26/14 Plan becomes...

effective for the Plan Holder
09/30/14 The Plan Holder called Old Republic Home Protection (ORHP) and advised us that his air conditioner has not been cooling properly since he moved in to the home, and it was not cooling properly during his walk through of the home prior to the effective of the Plan. Mr. [redacted] was denied coverage based on the terms and conditions of the Plan.
08/12/15 ORHP received an email from Mr. [redacted] requesting reimbursement of his 2.5 ton heat pump package unit. Mr. [redacted] was contacted by ORHP and advised since his air conditioner was not in good operating condition on the effective date of the Plan, that his request for reimbursement was denied. In addition, the Plan does not provide coverage for reimbursements.
Please refer to page 7 of the Plan that states:
"We [redacted] provide service for covered systems or appliances which malfunction, and are reported,
during the term of the Plan that:
B) Were correctly installed and working properly on the effective date of the Plan, and
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.
We require you to contact us so we [redacted] have the opportunity to select a Service Provider.
We [redacted] not reimburse you for services performed without our prior authorization."
Please extend our sincere apologies to Mr. [redacted] that the terms and conditions of the Plan do 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 or the need to place a service request during his Plan term, 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, 2015/08/24) */
(The consumer indicated he/she DID NOT accept the response from the business.)
In short, these are the main points on this "air conditioner replacement topic", which are expanded upon further below:
1. ORHP promises to warranty/replace aging appliances in both their advertising and renewal letters. However, there is a preponderance of evidence at Revdex.com and other customer review websites, documenting that ORHP is slow to fix or replace critical warrantied items, thereby forcing many Plan owners to act/resolve the critical problems more quickly.
2. The Plan Owner's air conditioner was operating satisfactorily prior to the ORHP Plan effective date, and for over 9 months thereafter. There are multiple witnesses and supporting documentation. (ORHP does not have an evidence based argument for saying the air conditioner was not "not in good operating condition on the effective date of the Plan".)
3. The air conditioner needed replacement after 9 months into the Plan.
4. The Plan Owner replaced the air conditioner at a minimal cost level, for which he is asking reimbursement.
5. ORHP is directly contradicting their claims of providing replacement warranty service for a purchasing homeowner's appliances (preexisting, aging appliances).
Regarding the ORHP response of 8/17/15:
9/30/14 ORHP has misrepresented the conversation that took place between OHRP and the Plan Owner.
Here is the Plan Owner's summary:
Prior to the Plan and purchase of the home, the air conditioning was operating satisfactorily during all walkthroughs and visits by the two closing realtors, the previous homeowner, and the new homeowner. In addition, the air conditioner was also operating for the housecleaning crew prior to closing. There are multiple witnesses (at least 6) to the air conditioner working prior to the Plan effective date. Also, the home's closing documents do not report any disclosures about anomalies with the air conditioner. Also, the Plan Holder received information from the seller's realtor that the previous owner had periodic maintenance checkups performed on his air conditioner.
On 9/30/14, the Plan Holder called to advise ORHP that he had moved into his new home and wanted to ensure that the air conditioner was serviced properly since his daily electric consumption was more than he had anticipated, and the Plan Holder wanted to know if ORHP covers the visit. ORHP said a technician visit would cost $100 minimum. The Plan Holder declined to go pay ORHP $100 for a checkup.
ORHP does not have an evidence based argument for saying the air conditioner was not "not in good operating condition on the effective date of the Plan". There are multiple witnesses to the air conditioner working prior to the Plan. In addition, the air conditioner was working for over 9 months (Sept 2014 - July 2015) during the Plan, again with multiple witnesses who were in the home during those 9 months, and there are supporting electric bills.
Based on documentation in Revdex.com's records, and on other customer review sites, ORHP has had a history of slow repair/replacement services, which, when critical appliances are involved, becomes detrimental to the Plan Owner's living conditions.
In this specific case, it was not feasible to wait for many weeks or months for ORHP to replace the air conditioning during the Florida summer months (90-95 deg days). Taking action to quickly fix the issue was paramount.
ORHP should reimburse the cost of replacing the air conditioner.
The Plan Owner is confident that he obtained by far the lowest price replacement unit. (based on input from adjacent homeowners and competitive quotes)
The Plan Owner understands that if ORHP could have provided the replacement in a timely fashion, for less cost ($3265 for the home's second story rooftop air conditioning unit), the Plan Owner would be agreeable with that ORHP reimbursing that dollar figure.
Please note that in ORHP's response, they did not address that the original point that was raised about ORHP's recent renewal notice, reiterating again to the Plan Owner that ORHP replaces aging appliances.
ORHP states that they provide replacement coverage for all Plan Owner existing appliances including air conditioner. ORHP states that they provide repair or replacement coverage for existing appliance failures including air conditioner, as the home ages, for a renewal fee of $550. The ORHP renewal letter's statements and terms, directly support the Plan Owner's request for ORHP to fund the air conditioner reimbursement.
MIDDLE GROUND:
If ORHP can show that they could have provided a less expensive replacement service for the home's second story rooftop unit, the Plan Owner would be agreeable with that dollar figure reimbursement.
Final Business Response /* (4000, 15, 2015/09/03) */
Dear Ms. [redacted],
Regarding Mr. [redacted]'s request for reimbursement for repairs that were not authorized by Old Republic Home Protection (ORHP); according to the file, Mr. [redacted] advised ORHP on September 30, 2014, that during his walk through of the home prior to the effective date of the Plan on September 26, 2014, that the air conditioner was not cooling properly, and "hasn't cooled properly since he's lived in the home". According to the Plan, pre-existing conditions are not covered, and Mr. [redacted] was denied coverage. In addition, if this was not a pre-existing condition, the Plan does not provide reimbursement without prior authorization. Please refer Mr. [redacted] to page 7 of the Plan that states:
"We [redacted] provide service for covered systems or appliances which malfunction, and are reported,
during the term of the Plan that:
B) Were correctly installed and working properly on the effective date of the Plan, and
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.
For Service: Place service requests online at www.orhp.com
or call us at X-XXX-XXX-XXXX
We accept service requests 24 hours a day, 365 days a year.
We require you to contact us so we [redacted] have the opportunity to select a Service Provider.
We [redacted] not reimburse you for services performed without our prior authorization."
With regard to his statement that our "advertising and renewal letters promise unconditional warranty replacements" is simply not true. Plan coverage is applied in accordance with the terms and conditions of the Plan, and is based on the diagnosis by an Independent Network Service Provider dispatched by ORHP.
As for the contact information for our registered agent in Florida; please provide Mr. [redacted] the following:
Corporation Service Company
[redacted] St
[redacted] XXXXX
If Mr. [redacted] has any questions, please advise him to contact me at XXX-XXX-XXXX Ext. [redacted]
Sincerely,
[redacted]
Plan Compliance Manager
Old Republic Home Protection
Final Consumer Response /* (4200, 17, 2015/09/08) */
(The consumer indicated he/she DID NOT accept the response from the business.)
We thank Mr. [redacted] for his responses and the information on his registered agent.
However, in light of not making progress towards a mutually satisfactory agreement, we can end this Revdex.com complaint thread at this point.

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, 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, 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

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, 2014/06/05) */
Ms. [redacted]
Revdex.com
Re: Plan # XXXXXXXX
Dear Ms. [redacted],
Regarding the denial of coverage for the master bathroom and guest bathroom toilets; I have reviewed the file and the following is a brief summary of the service...

request.
01/05/14 Plan becomes effective for the Plan Holder.
05/22/14 Service request: master bathroom and guest bathroom toilets are cracked and leaking.
Dispatched: Gennaro's Plumbing
05/27/14 Status: the technician diagnosed and found the downstairs master bathroom toilet has cosmetic cracks and is not leaking. The toilet was tested and was operating as designed. The upstairs guest bathroom was diagnosed and the technician found no cracks in the tank or bowl. However, he did diagnose that the toilet was attached directly to the floor, and there was no flange installed under the toilet to allow the toilet to be properly attached to the floor and drain pipe. As a result of the missing flange, the toilet is leaking from the base of the toilet.
Please refer to page 8 of the Plan titled Limitations of Liability that states:
"General Limitations. This Plan does not cover:
D. Missing components.
H. Cosmetic defects that do not affect the functioning of the unit."
We apologize the terms and conditions of the Plan do 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.
Please inform Mr. ** if he has any additional information he believes should be considered, to
please forward it to me for review.
Sincerely,
[redacted]
Claims Manager
Old Republic Home Protection
Initial Consumer Rebuttal /* (3000, 7, 2014/06/07) */
(The consumer indicated he/she DID NOT accept the response from the business.)
1- The technician DID NOT TEST the toilet in the downstairs .I showed him and he just take a look .
2- As I said , the toilet in the upstairs is NOT LEAKING AT THE BASE OF THE TOILET . It is leaking where the TANK AND THE BOWL MEETS .I hired a plumber , he unscrewed 2 bolts which attached the tank to the bowl , took the tank off the bowl, replaced the round rubber seal under the tank with a new one.Voila ! The toilet is working good now , no more leaking. Absolutely nothing wrong at the base of the toilet as ORHP SAID .
Final Business Response /* (4000, 9, 2014/06/11) */
Ms. [redacted]
Revdex.com
Re: Plan # XXXXXXXX
Dear Ms. [redacted],
Regarding the service request for the toilet leak; 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 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.
Please inform Mr. ** to provide me a copy of the invoice for the repair of his toilet by his Independent Out-Of-Network Contractor for my review.
ORHP appreciates Mr. ** 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
Final Consumer Response /* (2000, 11, 2014/06/15) */
(The consumer indicated he/she ACCEPTED the response from the business.)
As I said I just want my toilet fixed . It's fixed now .It doesn't matter who paid the bill and 85.00 is not a big deal . Thank you Revdex.com for your help.

Initial Business Response /* (1000, 5, 2015/07/24) */
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 Providers and individuals involved, ensuring they understand the result of their actions and comments.
According to the file, my associate, Mr. [redacted] is following up on this service request to ensure it 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.
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 refund 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]
Claims Manager
Old Republic Home Protection
Initial Consumer Rebuttal /* (2000, 7, 2015/07/29) */
(The consumer indicated he/she ACCEPTED the response from the business.)
I accept the response provided by ORHP. Please refund the trade call fee, I will follow up with the contact provided in their response to have my unit serviced.
Thank you.

Initial Business Response /* (1000, 5, 2014/11/18) */
Ms. [redacted]
Revdex.com
Plan # XXXXXXXX
Dear Ms. [redacted],
Regarding the service request for the plumbing stoppage; on behalf of Old Republic Home Protection (ORHP) and its employees, please extend our sincere apologies for the...

circumstances outlined in 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.
I have reviewed the file that indicates my associate, Ms. [redacted], has spoken with Mr. [redacted] and has processed the full reimbursement for the service provided by his Out-Of-Network Contractor.
If Mr [redacted] has any questions, please advise him to contact Ms. [redacted] at XXX-XXX-XXXX ext. [redacted] for assistance.
ORHP appreciates Mr. [redacted] taking the time to provide his opinion and perspective of his service experience, which in turn, provides ORHP the opportunity to improve the service we provide to our customers.
Best regards,
[redacted]
Claims Manager
Old Republic Home Protection
Phone: XXX-XXX-XXXX x [redacted]@orhp.com
Initial Consumer Rebuttal /* (3000, 7, 2014/11/26) */
[redacted], I greatly appreciate the relationship between the Revdex.com and Old Republic Home Protection.
I forwarded my Revdex.com complaint submission to the Old Republic Account Manager. They were very prompt in responding. [redacted] from Old Republic contacted me yesterday with a very nice and polite resolution. I look forward to submitting very favorable comments when this resolution is complete.
Final Business Response /* (4000, 9, 2014/12/01) */
Dear Ms. [redacted],
If Mr. [redacted] has any questions or concerns, please inform him to contact Ms. [redacted] at XXX-XXX-XXXX ext. [redacted]
Best regard,
[redacted]
Claims Manager
Old Republic Home Protection
Final Consumer Response /* (2000, 11, 2014/12/07) */
(The consumer indicated he/she ACCEPTED the response from the business.)
Old Republic Home Protection responded promptly and honorably. Once I made them aware that I contacted Revdex.com, they provided me with the highest level of service.
It was determined that my initial contact at Old Republic did not provide there standard, or typical customer service experience.
The follow up administrators that corrected the error should be commended for their representation of the company, and their customer service.

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 have reviewed the file and on March 31, 2015 (prior to receiving the letter from the Revdex.com), Old Republic...

Home Protection agreed, strictly as a matter of goodwill, to cover the cost to replace the water heater.
According to the file, my associate, Ms. [redacted], spoke to Ms. [redacted] on March 31, 2015 and discussed the Plan coverage, and our agreement to cover the cost of the water heater replacement.
If Ms. [redacted] has any additional questions, please inform her to contact Ms. [redacted] at XXX-XXX-XXXX ext. [redacted] for assistance.
Sincerely,
[redacted]
Claims Manager
Old Republic Home Protection

Initial Business Response /* (1000, 5, 2014/07/18) */
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 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] has spoken with Ms. [redacted] and will follow up to ensure the service request is resolved in a timely manner.
If Ms. [redacted] has any questions, please inform her to contact Ms. [redacted] at XXX-XXX-XXXX ext [redacted] for assistance.
ORHP appreciates Ms. [redacted] taking the time to provide her opinion and perspective of her service experience, which in turn, provides ORHP the opportunity to improve the service we provide to our customers.
Best regards,
[redacted]
Claims Manager
Old Republic Home Protection
Initial Consumer Rebuttal /* (3000, 7, 2014/07/21) */
(The consumer indicated he/she DID NOT accept the response from the business.)
Old Republic home warranty did nothing but say they will speak with those involved. My air stopped working yet again and they again tried to dispatch the same sub par contractor ACPRO. This ticket number is XXXX-XXXX. I called and told them this will NOT work for me. The other contractor came out and stated that I am lucky my entire house has not caught on fire yet as the entire thing was wired wrong and is now affecting all of my circuit breakers due to the reverse in wiring. This is causing the fan on the brand new unit to burn out. The home warranty company stated that this time I will have to take whatever settlement they provide even though this is still a result of the terrible job THEIR contractor did. Yet again I will be out more money and they did not refund me a penny. I spoke with Ms. [redacted] today as recommended and this was her response.
Final Business Response /* (4000, 9, 2014/07/24) */
Ms. [redacted],
I reviewed the file and my associate, Ms. [redacted] left a message for both Mr. and Mrs. [redacted] on July 22nd, to resolve their service request.
Please inform Mr and Mrs. [redacted] to contact Ms. [redacted] at XXX-XXX-XXXX ext [redacted] for assistance at thier earliest convenience.
Sincerely,
[redacted]
Claims Manager
Old Republic Home Protection
Final Consumer Response /* (4200, 11, 2014/07/25) */
(The consumer indicated he/she DID NOT accept the response from the business.)
First of all if they looked it is Ms. [redacted] and Mr. [redacted] We have played phone tag with the above mentioned . We still have no resolve. This last time the problem was again cause by AC PRO the initial provider used by the home warranty. They installed a drain line wrong, which meant nothing was draining and the unit was freezing up. Ms. [redacted] stated the last time we spoke that I would again be responsible for yet another service call fee $100.00 and they( old republic) will only pay their chosen dollar amount. We are waiting for the contractor to submit the invoice and then I plan to fight for them to pay it all yet again. It is always the same thing. Hours on the phone due to their choosing a faulty provider and hours fighting. Again I am already out over $1000.00 and they refuse to give any back and are , at this point, stating I will have to pay more out of pocket. I am not going to be bullied by this home warranty company. Please investigate them!

Initial Business Response /* (1000, 5, 2015/01/23) */
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 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, and ORHP has dispatched a different Independent Network Service Provider, EMS Mechanical, to diagnose the heating system, and they will contact Ms. [redacted] to schedule an appointment. If Ms. [redacted] wishes to contact them, they can be reached at
XXX-XXX-XXXX.
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, 2015/01/27) */
(The consumer indicated he/she ACCEPTED the response from the business.)

[redacted]
Revdex.com
 

size=3>Re:      Plan [redacted]
 
 
Dear [redacted],
 
Regarding the service request for the air conditioner; I have reviewed the file that indicates the technical from Earley Air Control diagnosed that the evaporative coil was leaking refrigerant and must be replaced. The technician advised us the evaporative coil was still under the manufacturer’s warranty, and the Plan Holder will be responsible for the labor to install the new evaporative coil once the manufacturer provides the replacement equipment. 
 
Please refer to page 8 of the Plan that states:
 
“1. GENERAL LIMITATIONS. THIS PLAN DOES NOT COVER:
 
F. Systems, appliances or components covered by an existing manufacturer/
     distributor/ or other warranty.” 
 
Please extend our sincere apologies to [redacted] that the terms and conditions of the Plan do not provide coverage for the labor to install the evaporative coil. 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.
 
If [redacted] has any questions regarding his Plan coverage, please advise him to contact us at [redacted] for assistance.
 
Sincerely,
 
[redacted]
Plan Compliance Manager
Old Republic Home Protection

Initial Business Response /* (1000, 6, 2016/03/07) */
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]' letter.
ORHP, like other home warranty companies, uses Independent Network Service Providers (INSP) 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 indicated on February 3, 2016, the Plan Holder spoke with Mr. [redacted] Authorization Department Manager, and as a gesture of goodwill, he agreed to cover $319 of the non-covered costs that were necessary to install the heating unit.
According to the file, on February 9, 2016, my associate Ms. [redacted], spoke with the Plan Holder and confirmed that the equipment was installed and functioning as designed.
With regard to Mr. [redacted] request for additional compensation; ORHP is not responsible for any alleged delay or neglect as a result of service provided by an INSP or delays caused by a Plan Holder's desire to reduce their out-of-pocket costs. Our gesture of goodwill was a clear indication of our willingness to assist Mr. [redacted] with the non-covered costs as a result of the circumstances that occurred.
Please refer to page 8 of the Plan titled Limitations of Liability 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 caused by conditions beyond our control, such
as parts on order or labor difficulties."
If Mr. [redacted] has any questions, please advise him to contact me at XXX-XXX-XXXX Ext 1224.

Sincerely,
[redacted]
Plan Compliance Manager
Old Republic Home Protection
Initial Consumer Rebuttal /* (3000, 8, 2016/03/22) */
(The consumer indicated he/she DID NOT accept the response from the business.)
Old Republic was negligent in its hiring of contractors. If Old Republic had taken the time to properly interview and screen its contractors, 2 contractors would not have come to my home without the proper equipment to test for Carbon Monoxide.
For the record, if it was for ME testing for Carbon Monoxide detector, the Carbon Monoxide would NEVER have been discovered. Since each contractor did not have Carbon Monoxide equipment, neither of them tested for it.
Again, Old Republic is negligent in it hiring of contractors. If I did not have carbon monoxide equipment, my family would have been further exposed to Carbon Monoxide.
Old Republic must be held accountable for hiring negligent contractors.
I provide the following information to [redacted] via email on Tuesday, March, 22, 2016, via email.
Mr. [redacted],
My wife and I understand your defense that you cannot be held accountable for "negligence" of the work or lack of work by your contractors, I believe you are missing the point we are trying to make.
We are making the point that Old Republic was negligent in its HIRING of contractors. Two (2) contractors you sent to my home were not equipped with ANY carbon monoxide equipment. Due to you hiring 2 contractors who did not have sufficient equipment, my family was exposed to carbon monoxide for a longer period than needed. Sending 2 contractors within a week period who both did not have proper equipment shows a pattern that Old Republic was negligent in its hiring of contractors.
For the record, I am the one who found the carbon monoxide leak with MY carbon monoxide detector. If not for my diligence and quick thinking, we would not have been able to find the carbon monoxide leak.
My wife and I are willing to drop both complaints if we can come to some form of addition financial compensation. Due to our previous letter, and the aforementioned information, a $319.00 credit does not merit enough of a "gesture of goodwill."
If you want to arrange a phone call, please let me know.
Thanks and I look forward to hearing from you.
Final Business Response /* (4000, 11, 2016/03/23) */
Dear Ms. [redacted],
Regarding the service request for the furnace; as expressed previously, we apologize for the circumstances that occurred. Old Republic Home Protection, like other home warranty companies, dispatch independent companies to provide service. There is no agent/agency relationship in this process, and like other home warranty companies, we are not responsible for any alleged neglect or delays as the result of service provided.
If Mr. [redacted] wishes to discuss this further, he can contact me at XXX-XXX-XXXX Ext 1224.
Sincerely,
[redacted]
Plan Compliance Manager
Final Consumer Response /* (4200, 13, 2016/04/01) */
(The consumer indicated he/she DID NOT accept the response from the business.)
As stated before, my wife and I are making the point Old Republic was negligent in its HIRING of contractors. Two (2) contractors sent to my home were not equipped with ANY carbon monoxide equipment.
Due to Old Republic hiring 2 contractors who did not have sufficient equipment, my family was exposed to carbon monoxide for a longer period than needed. Sending 2 contractors within a week period who both did not have proper equipment shows a pattern that Old Republic was negligent in its HIRING of contractors.
For the record, I am the one who found the carbon monoxide leak with MY carbon monoxide detector. If not for my diligence and quick thinking, we would not have been able to find the carbon monoxide leak. If I had not found the leak, no service on our heater would have been done.
Old Republic's offer of a "gesture of goodwill" for $319.00 is insulting and does not show they want to take any responsibility for their hiring practices.
Old Republic's defense that they cannot be held liable for a contractor's negligent in service provided does not apply to our complaint. As stated previously, we are talking about negligent hiring practices by Old Republic.

Initial Business Response /* (1000, 5, 2015/09/16) */
Ms. [redacted]
Revdex.com
Plan XXXXXXXX
Dear Ms. [redacted],
Please advise Mr. [redacted] that per his request, the Plan has been cancelled, and a Plan Fee refund of $236.13 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]
Plan Compliance Manager
Old Republic Home Protection

Initial Business Response /* (1000, 5, 2014/08/07) */
Ms. [redacted]
Revdex.com
Re: Plan # XXXXXXXX
Dear Ms. [redacted],
Regarding the service request for the electrical 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 Provider and individuals involved, ensuring they understand the result of their actions and comments.
According to the file, on August 6th, 2014, my associate, Ms. [redacted] spoke with Ms. [redacted], and will follow up to ensure the service request is resolved in a timely manner.
If Ms. [redacted] has any questions, please advise her to contact Ms. [redacted] at XXX-XXX-XXXX ext [redacted] for assistance.
ORHP appreciates Ms. [redacted] taking the time to provide her opinion and perspective of her service experience, which in turn, provides ORHP the opportunity to improve the service we provide to our customers.
Best regards,
[redacted]
Claims Manager
Old Republic Home Protection
Initial Consumer Rebuttal /* (3000, 7, 2014/08/08) */
(The consumer indicated he/she DID NOT accept the response from the business.)
I submitted this claim to the Revdex.com and the same day I posted to their facebook page about the issues at hand and how they were being handled. I let them know that due to their lack of response after numerous messages were left that I felt I had no other choice but to report them to the Revdex.com and share this with other potential customers. Within an hour a message was returned online that they would be contacting us. Later that afternoon a lady by the name of [redacted] contacted my husband. She let him know that because a post was made to facebook that it was a priority. I don't feel that enough time had even passed for the Revdex.com to process my claim and make contact with the company. I feel it is a shame that it took a combination of a form of social media and the Revdex.com to get their attention and the embarressment it may have caused them is the only reason that we are now a priority.
As to their response that a Ms. [redacted] contacted me, that is incorrect. I have not been contacted.
Erin has spoken with my husband and things seem to be moving at a much faster pace and calls are now being returned when messages are left.
As of the last conversation, the electrical company is supposed to come back to the property and make the repair on Monday, August 11th. This will be their 5th time to the residence so I am hoping it will be successful this time.
Final Consumer Response /* (3000, 16, 2014/09/02) */
We were advised on 8/13/14 that a refund check would be sent to us. We followed up on Monday, 8/25/14 as we had still not received anything. We were advised that it was in the mail. I called back today, Friday, 8/29/14 as we still have not received the check. I was then advised that the system was documented that they cut the check but they never sent the request and it had not been processed. I was told that the check would not be cut until next Wednesday. I had to be stern and insistent that they overnight the check since this was a gross negligence on their part. The check will still not be processed until Wednesday but they have stated that they will overnight the payment. They make doing business with them absolutely frustrating and miserable!
Final Business Response /* (4000, 18, 2014/09/03) */
Please extend my sincere apologies for the delay processing the refund of the Trade Call Fee. I have reviewed the file and confirmed the refund will be sent by overnight mail today. If Ms. [redacted] has any questions, please inform her to contact us at XXX-XXX-XXXX for assistance.
Sincerely,
[redacted]
Claims Manager
Old Republic Home Protection

Initial Business Response /* (1000, 5, 2014/04/24) */
Ms. [redacted]
Revdex.com
Plan XXXXXXXX
Ms. [redacted],
Regarding the service request for the faucet and the past due Trade Call Fee; on behalf of Old Republic Home Protection (ORHP) and its employees, please accept our sincere apologies...

for the circumstances outlined in Mr. [redacted]'s letter.
Please inform Mr. [redacted] that ORHP has agreed, as a matter of goodwill, to waive the $10 balance owed for his 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]
Claims Manager
Old Republic Home Protection
Initial Consumer Rebuttal /* (3000, 7, 2014/04/25) */
(The consumer indicated he/she DID NOT accept the response from the business.)
Thanks Mr [redacted] for the quick response. Unfortunately, Mr [redacted] didn't provide clear answers to my concerns about their billing. Their billing still
confused me. Over the phone, the rep said I owned $10 ( I never receive the bill for $10 bill. Over the phone I asked them to send me the $10 bill). In stead, I
received the $60 past due notice for the trade call fee on 01/27/2014 work order in the mail last week . Mr [redacted], please explain to me 1) Will you still
bill me $10? 2) I thought the $60 bill for trade call fee on 01/27/2014 is error, please clearly state if this bill is correct or wrong.
I am afraid they still messed their bill up, I want to make it clear in case their messing billing and possible future collection activity damage my credit.
The facts:
On 12/18/2014 I called for faucet service.
The first technician came to fix. But the guy left earlier before they finished his work.My wife found the faucet is not installed correctly. I asked him to fix
it,then I went back to my room to write the check for the trade call fee. Just a few minutes, the technician left, I rushed out of my house, I found he is
already in his truck and he is leaving. I spoke to him, he told me I will be contacted by old republic home protection. I am ready to pay the trade call fee. I
cannot pay it because the technician left earlier. I waited many days, the technician never come back and ORHP never called me. They never did any work untill
Feb 13,2014. So I called the telephone number on the bill to pay the trade call fee the next day. They charged me $55 by credit card even thought the bill is for $60. I
thought they may give me a $5 discount for their delayed work. Later they sent me $60 trade call fee on the work order on 01/27/2014. I believe it is an error.
Again, I request Mr [redacted] to explain to me their billing if he think they are correct. If Mr [redacted] think the their billing is error, could you send me
formal letter to me to correct the error billing. Thanks.
Final Business Response /* (4000, 9, 2014/04/30) */
Ms. [redacted],
Please inform Mr. [redacted] there are no past due Trade Call Fee's on his file; his file is current and he should not receive any further invoices. If he has any questions, please advise him to contact me for assistance.
Sincerely,
[redacted]
Claims Manager
Old Republic Home Protection

Initial Business Response /* (1000, 5, 2015/12/01) */
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 Ms. [redacted] letter.
ORHP, like other home warranty companies, uses Independent Network Service Providers to service our Plan Holders. Although efforts are made to dispatch qualified Service Providers that can provide quality service, occasionally circumstances occur that are unacceptable to ORHP and our Plan Holder.
I assure you, ORHP employees value the trust each of our Plan Holders place in us to resolve their service request in a timely and professional manner and when this does not occur, steps are taken to review what went wrong and implement improvement.
Based on the information 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 refund Ms. [redacted]'s Trade Call Fee. The check has been processed and she should receive the check within 20 days.
ORHP appreciates Ms. [redacted] taking the time to provide her opinion and perspective of her service experience, which in turn, provides ORHP the opportunity to improve the service we provide to our customers.
Best regards,
[redacted]
Plan Compliance Manager
Old Republic Home Protection

Dear [redacted],
Please advise [redacted] to refer to our response dated September 13, 2016, and [redacted] we will expedite a resolution once she receives the diagnosis and recommendation from an Out-Of-Network Contractor. 
Sincerely,
[redacted]
Plan Compliance Manager

Initial Business Response /* (1000, 5, 2015/06/19) */
Ms. [redacted]
Revdex.com
Re: Plan # XXXXXXXX
Dear Ms. [redacted],
Regarding the service request for the clothes washer; 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 my associate, Ms. [redacted] has spoken with Ms. [redacted] and will follow up to resolve her service request in a timely manner. If Ms. [redacted] has any questions, please advise her to contact Ms. [redacted] at XXX-XXX-XXXX ext. 1062 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 /* (2000, 7, 2015/06/22) */
(The consumer indicated he/she ACCEPTED the response from the business.)
I appreciate Old Republic's response to our situation. I spoke with [redacted] and she was very kind and helpful. Old Republic offered to allow an outside contractor repair our washing machine at no extra cost to us. Old Republic agreed to pay for the repair less the $75.00 service charge. We found a company that could help the next day and now have an operable appliance. Thank you for your response and attention to our personal situation. [redacted]