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

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

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

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

Initial Business Response /* (1000, 5, 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.

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

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, 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, 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, 2015/06/04) */
Ms. [redacted],
I was unable to locate Ms. [redacted] file using her name; please advise Ms. [redacted] to provide me her property address or Plan number so I can provide her 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

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, 2015/05/13) */
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.
ORHP values Ms. [redacted] as a customer, and we hope she realizes the value of the Plan, and the many benefits it provides.
Please advise Ms. [redacted] that based on the circumstances that occurred, I have waived the $75 Trade Call Fee for the air conditioner service request placed on [redacted] 7, 2015.
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, 2015/05/19) */
(The consumer indicated he/she ACCEPTED the response from the business.)
I accept knowing full well that ORHP is the epitome of incompetence and I choose not to fight a long battle with this pile of rubbish. Their providers have continually failed to provide quality service and timely responses. I will ensure that every homeowner I meet and every social media outlet that accepts consumer reviews know about my poor customer service experiences. I want them out of my life and home and a confirmation letter mailed that confirms the waiver of the fee. Good Riddance ORHP

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]

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

Complaint: [redacted]I am rejecting this response because: This is not the facts.  The last contractor did in fact replace the line.  The recent contractor also stated that the repairs seemed recent and that they were not correctly completed.  The "modification" for $380.00 was to replace two supply lines (NO repairs or modifications were done or required to replace)  They were required to replace due to the condition and damage caused by them.  The only so called modification was to a copper release line that was removed and reinstalled as it was required to replace the water heater.  It merely appears that the "modification" was merely an upcharge at a time of desperation. I understand the ORHP has no intentions to do anything but the facts should be known.  The lack of customer service with this order was so below standards.  Sincerely,[redacted]

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, 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.)

Initial Business Response /* (1000, 5, 2014/11/12) */
Ms. [redacted]
Revdex.com
Re: Plan # XXXXXXXX
Dear Ms. [redacted],
Regarding the denial of coverage for the garage door opener, and Ms. [redacted]' request to waive the Trade Call Fee; I have reviewed the file and confirmed the Independent...

Network Service Provider diagnosed the garage door springs failed, which resulted in the failure of the garage door opener.
Please refer Ms. [redacted] to page 8, Limitations of Liability; General Exclusions, item 4D, that states:
"We do not pay, nor are we liable, for secondary or consequential loss or damage......."

With regard to the Trade Call Fee (TCF);
Please refer to page 7 of the Plan titled When You Need Us 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."
Please extend our apologies to Ms. [redacted] that the terms and conditions of the Plan did not provide coverage in this situation. While the intent of Old Republic Home Protection is to provide as much coverage as possible, the Plan is not all inclusive and there are limitations which are standard in the home warranty industry.
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 Consumer Rebuttal /* (3000, 7, 2014/11/25) */
(The consumer indicated he/she DID NOT accept the response from the business.)
I do not agree with the response from the business regarding the failure of the garage door. Old Republic states that they are responsible for damage due to wear and tear. The reason why my garage springs and door opener failed were due to wear and tear. The springs and door opener could not fail if I was not using it. I feel that Old Republic is using a loop hole to try to get out paying for the repairs of my garage. So, that is why I feel that I should at least receive my $75 trade fee, due to the fact that they are going against the terms of their policy.
Final Business Response /* (4000, 9, 2014/12/01) */
Dear Ms. [redacted],
Please inform Ms. [redacted] that Old Republic Home Protection has agreed as a gesture of goodwill to refund the $75 Trade Call Fee; the check will be mailed within the next ten business days.
Sincerely,
[redacted]
Claims 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