Old Republic Home Protection Company, Inc.

Initial Business Response /* (1000, 5, 2015/08/26) */
Ms. [redacted]
Revdex.com
Re: Plan XXXXXXXX
Dear Ms. [redacted],
Regarding the service request for the plumbing stoppage and the use of hydro-jetting; I have reviewed the file and have spoken with [redacted], the General Manager at EZ Rooter....

According to [redacted], his technician diagnosed there is a break in the main drain line located outside the main foundation of the home which is causing the plumbing stoppage. He also mentioned that, although the use of hydro-jetting [redacted] temporarily clear the stoppage, it is not a permanent repair of the broken drain pipe, and he does not recommend hydro-jetting. Since the break is outside the foundation of the home, it is not covered by the terms and conditions of coverage.
Please refer to page 7 of the Plan that states:
"We will provide service for covered systems or appliances which malfunction, and are reported,
during the term of the Plan that:
A) Are installed for diagnosis and located within the interior of the main foundation of
the home and garage (inside the load-bearing walls of the structure)."
Please extend our sincere apology to Mr. [redacted] that 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.
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

Initial Business Response /* (1000, 5, 2014/06/05) */
Ms. [redacted]
Revdex.com
Re: Plan # XXXXXXXX
Dear Ms. [redacted],
Regarding the service request for the Bosch clothes dryer; on behalf of Old Republic Home Protection (ORHP) and its employees, please extend our sincere apologies for...

the circumstances outlined in Ms. [redacted]'s letter.
I assure you, ORHP employees value the trust each of our Plan Holders place in us to resolve their service request in a timely and professional manner and when this does not occur, steps are taken to review what went wrong and implement improvement.
Based on the information you 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 that indicates on June 1st, 2014, ORHP authorized Ms. [redacted] to hire an Independent Out-Of-Network Contractor to service her Bosch clothes dryer, and she was instructed to provide us a written diagnosis and estimate for our review, prior to initiating repairs.
ORHP appreciates Ms. [redacted] taking the time to provide her opinion and perspective of her service experience, which in turn, provides ORHP the opportunity to improve the service we provide to our customers.
Best regards,
[redacted]
Claims Manager
Old Republic Home Protection
Initial Consumer Rebuttal /* (3000, 7, 2014/06/06) */
(The consumer indicated he/she DID NOT accept the response from the business.)
As long as the dryer is not repaired and the payement/ check for the repairs for the out of network BOSCH technician is refunded to me, this cliam will not be closed. At this time the dryer was diagnosed by a certified BOSCH technician and ORHP authorization was called( [redacted]) by the technician,.[redacted] after a lengthy call ensured the technician and myself that the repair was covered and the out of network company can go ahead and order the part. I was advised that the out of network technician can proceed when the part arrives, do the repair, pay the out of service technician and then will get reimbursed minus the $75.00 of the service call fee.I have not received any email confirmation on this matter, even after I send a email to confirm the call with [redacted] and the content to ORHP yesterday (X-X-XX) after the call and after the technician left. The complain stays open and unresolved until my BOSCH dryer is repired and I have gotten the repirs, covered by ORHP per [redacted] in authiorization refunded plus the service call fee as requested for the time wasted and the run a round ORHP gave me in the first place. Due to their lack of response on the day of the dryer boke, and their non replies, the technician could only be reached more than 72 hrs later for an app. and they coulc not schedule this until 2 days later. If I had gotten an out of network auth. on Friday as expected and promised, the work could have been started on Monday the 2nd of June instead of yesterday june 5th. I am out of a working dryer since Friday X-XX-XX due to the lack of response form ORHP.The out of network auth. fromORHP came only after I called ORHP 6x and pressed them to act. they did not respond to any of my calls in return and gave me a non certified technician to work on a BOSCH dryer. Because of this lack of cooperation or reply , I do not trust anything said on the phone, until I have a written confirmation or check for refund this case is not resolved.They can tell me whatever they want , because I have experienced that their word does not count anything.
Final Business Response /* (4000, 9, 2014/06/09) */
Dear Ms. [redacted],
Please inform Ms. [redacted] that Old Republic Home Protection (ORHP) has agreed to reimburse her for covered repairs to her clothes dryer. In addition, ORHP has agreed as a goodwill gesture, to waive the Trade Call Fee.
I have noted this information in her file, and if she has any additional questions, please inform her to contact us at XXX-XXX-XXXX for assistance.
Sincerely,
[redacted]
Claims Manager
Old Republic Home Protection
Final Consumer Response /* (2000, 11, 2014/06/10) */
(The consumer indicated he/she ACCEPTED the response from the business.)
thank you for this- I made a note that ORHP has agreed to pay the repairs per enclosed info , and as well waive the $75.00 per above info.
I will enclose this letter from ORHP when my dryer part comes in and gets repaired and sincerely hope that this end this item, i.e. meaning as soon as I send the repair invoice , I get a check for reimbursement without any hassle. Should I encounter any added hassle from ORHP I will contact the Revdex.com again.

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, 2015/09/23) */
Ms. [redacted]
Revdex.com
Re: Plan XXXXXXXX
Dear Ms. [redacted],
Regarding the service request for the dishwasher, microwave oven, pool motor, and payment of the Trade Call Fee (TCF); I have reviewed the file and the following is a brief...

summary of the service requests.
03/24/15 Service request: dishwasher is not cleaning the dishes
Dispatched: High Quality Inc.
04/06/15 The Plan Holder called Old Republic Home Protection (ORHP) and advised us that the microwave oven was not working properly, and High Quality Inc. was advised by us to diagnose the microwave oven.
04/11/15 Status: the technician diagnosed that the dishwasher fill valve and the main circuit board for the microwave oven both needed to be replaced. ORHP authorized the repairs, and the repairs were completed on April 13, 2015.
04/21/15 Service request: the dishwasher will not turn on.
Dispatched: Since the service request was within the 30 day recall period, High Quality Inc was dispatched to provide service with no additional TCF due.
04/23/15 Status: the technician diagnosed that a component of the dishwasher water heating system failed and had to be replaced. The repair was authorized and the part was ordered.
05/07/15 The dishwasher was repaired and was operating as designed.
09/14/15 Service request: pool pump motor is not running
Dispatched: Balboa Pool Service and Repair
09/17/15 Status: the technician diagnosed that water leaked into the electrical conduit that serviced the pool motor, which resulted in the failure of the pool motor.
Please refer to page 8 of the Plan that states:
"General Exclusions:
D. We do not pay, nor are we liable, for secondary or consequential loss or damage;
personal or property loss or damage; or bodily injury of any kind."

Please extend our 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] still wishes to cancel his Plan, please advise him to provide ORHP a written request, or fax the request to XXX-XXX-XXXX, and the Plan will be cancelled in accordance with the terms of cancellation noted on page 9 of the Plan.
Should Mr. [redacted] have a need for service to a covered system or appliance, please advise him to contact ORHP at XXX-XXX-XXXX, and a service request will be dispatched in accordance with the terms of coverage.
Sincerely,
[redacted]
Plan Compliance Manager
Old Republic Home Protection

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

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, 2015/05/13) */
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, 2014/01/31) */
Ms. [redacted]
Revdex.com
Re: Plan # XXXXXXXX
Dear Ms. [redacted],
Regarding Mr. [redacted]’s request to cancel his Plan; I have reviewed the file and confirmed we received a request to cancel the Plan on January 28th ,and the Plan...

refund was processed on January 29th.
If Mr. [redacted] has any additional questions, please inform him to contact us at XXX-XXX-XXXX for assistance.
Sincerely,
[redacted]
Claims Manager
Old Republic Home Protection

Initial Business Response /* (1000, 5, 2015/01/26) */
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 Mrs. [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 Mrs. [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 and ORHP has agreed to honor Mrs. [redacted]'s request, and refund the $75 Trade Call Fee paid to the Independent Network Service Provider. In addition, the file indicates that my associate, Ms. [redacted] spoke with Mr. [redacted] on January 23, 2015, and is following up to resolve the service request in a timely manner.
If Mr. or Mrs. [redacted] has any questions, please inform them to contact Ms. [redacted] at XXX-XXX-XXXX ext. [redacted] for assistance.
ORHP appreciates Mrs. [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 Business Response /* (1000, 5, 2015/05/05) */
Ms. [redacted]
Revdex.com
Re: Plan XXXXXXXX
Dear Ms. [redacted],
Regarding the service request for the air conditioner and the part number for the new evaporative coil; I have reviewed the file and confirmed with [redacted] at Services...

Unlimited that the replacement evaporative coil from Trane was delivered to them on [redacted] 1, 2015, and they have left a message for the Plan Holder to schedule an appointment.
Please advise Ms. [redacted] to contact Services Unlimited at XXX-XXX-XXXX to schedule the installation of the evaporative coil.
With regard to the part number of the new Trane evaporative coil; the part number is XXXXXXXXXX.
If Ms. [redacted] has any questions, please advise her to contact my associate, Ms. [redacted], at XXX-XXX-XXXX ext. [redacted] for assistance.
Sincerely,
[redacted]
Claims Manager
Old Republic Home Protection
Initial Consumer Rebuttal /* (3000, 7, 2015/05/06) */
(The consumer indicated he/she DID NOT accept the response from the business.)
Old Republic's response to my complaint is not satisfactory or acceptable. To begin, their story keeps changing with regard to part numbers. The part number referenced by Mr. [redacted] is not the part number on the "invoice" that he emailed to me this morning. The part number on what appears to be a redacted invoice is SFCXXXXX. A local Trane dealer in my area researched this part number today and informed me that it is not the "original" part for my unit - it is not the original design and would require a good deal of modification to make it work with the current system - it would be a "shoe horn" or "band aid" fix. Secondly, I did not authorize Old Republic to order the coil they ordered. When they left me a voicemail on the evening of 4/21 saying a purchase order had been placed, I promptly called them on 4/22 when I received the voicemail and told them to cancel the purchase order, because if they could indeed find the specific original OEM part for the model and serial number of my system, then I wanted to take a cash out option rather than having the coil installed. I also said that I wanted written proof that the part was the correct original OEM coil for my model, which they refused to provide (nothing was provided in writing until today, after this complaint was filed). Old Republic is now trying to bully and threaten me by saying that the coil they ordered (without my authorization or agreement, and specifically against my request to cancel the purchase order) cannot be returned and that I must make arrangements to have the coil installed. I have already made arrangements for a system replacement, which will occur tomorrow ([redacted] 7) with my local Trane dealer who installed my downstairs system last [redacted], which Old Republic authorized. I continue to stand firm on my settlement offer of $4,000, which is significantly less than the actual out of pocket expenses I will incur.
Final Business Response /* (4000, 9, 2015/05/08) */
Dear Ms. [redacted],
Please inform Ms. [redacted] as stated in the information provided by our Service Provider, and the information we received from the Trane Supplier, the equipment ordered and delivered is the correct equipment to complete the repair. The Service Provider has advised us that he is not aware of any other repairs needed to repair the air conditioner. If the equipment is allowed to be installed, and it is then determined there is another issue with the operation of the equipment, we will stand by the necessary repair in accordance with the terms of coverage. If Ms. [redacted] wishes to have the repair covered, she will need to allow us the opportunity to complete the repair. The Plan specifically excludes reimbursement for unauthorized repairs by Out-Of-Network Contractors.
With regard to the ordering of the equipment; according to the file notes, on April 13, 2015, my associate, Mr. [redacted] spoke with Ms. [redacted] regarding her question why the condenser and air handler were not both being replaced. Mr. [redacted] explained to her why, and she agreed to pay the $275 in non-covered costs; that's when the equipment was ordered. Equipment is not ordered unless the Plan Holder agrees to pay for the non-covered portion of the repair.
I have provided Ms. [redacted] the information from the Service Provider and the Trane supplier, which support the part needed to complete the repair is available. She can cancel her appointment with her Out-Of-Network Contractor if she wishes to do so, and allow Old Republic Home Protection the opportunity to complete the covered repair since Trane has informed us that they will not allow the return of the coil.
If Ms. Berhschein will agree to have the repair completed by our Service Provider, please advise her to contact me, and I will arrange for the Service Provider to schedule an appointment.
Sincerely,
[redacted]
Old Republic Home Protection
Final Consumer Response /* (4200, 11, 2015/05/20) */
(The consumer indicated he/she DID NOT accept the response from the business.)
Once again, Mr. [redacted] is stating incorrect facts. When I spoke with [redacted] on 4/13/15, he informed me that in order for ORHP to even begin researching whether they could find the particular original OEM part for my specific unit, that I would need to agree to pay the $275 IF, and only IF, they could find the specific part AND I agreed to have it installed, neither of which occurred. During that conversation, I specifically asked Mr. [redacted] whether they would let me know the results of their research before they proceeded with ordering the part if it could in fact be found, and he assured me that yes, I would be contacted before any part was ordered. We specifically discussed whether I would have the opportunity to discuss and/or request a cash out option once the research was complete and prior to any orders being place, and he confirmed that I would indeed have that opportunity, which clearly did not occur. Mr. [redacted] also specifically assured me that I would not be "on the hook" (i.e., liable) for the $275 or any other amount unless the specific part could be found AND was installed, again, neither of which occurred.
I find it very ironic that ORHP dragged its feet and was very unresponsive in communicating with me for about a month, until after I filed this complaint with Revdex.com. But after a month of no air conditioning in the height of pollen season, I took matters into my own hands and had it repaired by the same company ORHP had authorized to repair my other system less than a year ago. I have filed a lawsuit against ORHP in small claims court.

We purchased a home and paid Old Republic for their service protection of our home. Unfortunately, when we called about our water softener, they sent out a technician to fix it. It was repaired but still had problems afterwards. When we called back two weeks later, old republic supposedly sent the same man back but never showed to our home. We called them several times stating this guy went out of business. One of the representatives told us to get someone to check it. Aqua pro came by to check our water and found it to be contaminated with salt. He stated he could change the system and he did it. But Old Republic kept telling different stories. We could not speak to the same person, it was different one with another story. Please do not use Old Republic, they will not fix anything in your home. They are a waste of money and time. Save your money and go to some other company.

I, for the most part, have only had positive experiences with old republic. Of course the quality of service can vary depending on the rep you get over the phone, but I more often than not will get someone nice. My most recent experience was with my AC unit not working. I had a techician there the following day and he reported back to old republic that it could not he fixed and needed to be replaced. Within 4 days of INITIALLY contacting old republic about the AC, I had a new unit installed. I had to pay some fees myself out of pocket, but it was pennies in comparison to what I would have paid had it all come out of pocket. I am extremely pleased with their service and will renew when the time comes.

Initial Business Response /* (1000, 5, 2014/09/30) */
[redacted]
Revdex.com
Re: Plan XXXXXXXX
Dear Ms. [redacted],
Regarding the service request for the air conditioner; I have reviewed the file and my associate, Ms. [redacted], has left a message for Mr. [redacted] to discuss his service request....


Please inform Mr. [redacted] to contact Ms. [redacted] at XXX-XXX-XXXX ext. 7608 at his convenience.
Sincerely,
[redacted]
Claims Manager
Old Republic Home Protection
Initial Consumer Rebuttal /* (3000, 7, 2014/10/01) */
(The consumer indicated he/she DID NOT accept the response from the business.)
The company is not going to do anything and says nothing about fixing the problem I have or my refund !
Final Business Response /* (4000, 9, 2014/10/02) */
Ms. [redacted],
I reviewed the file that indicates Ms. [redacted] spoke with Mr. [redacted] on September 30th, 2014, and as a result of the denial of coverage,Mr [redacted] has requested the Plan be cancelled.
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.
I have confirmed that Ms. [redacted] has forward his request to our Accounting Department, and the Plan has been cancelled; Mr. [redacted] receive the Plan refund within the next ten business days.
Sincerely,
[redacted]
Old Republic Home Protection

Initial Business Response /* (1000, 5, 2014/08/20) */
Ms. [redacted]
Revdex.com
Re: Plan XXXXXXXX
Dear Ms. [redacted],
Regarding the service request for the dishwasher; 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.
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, 2014/08/22) */
(The consumer indicated he/she DID NOT accept the response from the business.)
After hours spent on the phone Old Republic agreed to allow a contractor selected by us fix the appliance. This was because the second company selected by them did not have time to come and evaluate the appliance for a week. A repair company came and evaluated the dishwasher. Their written recommendation was to replace the unit. Old Republic initially said this is fine, but later they said it was a misunderstanding and they will only pay for a repair.
Final Business Response /* (4000, 9, 2014/08/26) */
Dear Ms. [redacted],
I reviewed the file, and the Independent Out-Of-Network Contractor hired by Mr. [redacted] informed us that the dishwasher is only five years old, and repair parts are available. The only reason the technician suggested replacement is because the Fisher & Paykel dishwasher that Mr. [redacted] has is expensive to repair; not that it wasn't worth repairing, or that parts were unavailable.
ORHP authorized the repair in accordance with the terms and conditions of the Plan, and Mr. [redacted] has provided us the invoice; the reimbursement for the repair 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]
Claims Manager
Old Republic Home Protection
Final Consumer Response /* (2000, 11, 2014/09/04) */
(The consumer indicated he/she ACCEPTED the response from the business.)
Problem solved due to Revdex.com intervention. Communication with Old Republic representatives has been poor and confusing.

Initial Business Response /* (1000, 5, 2016/03/23) */
Ms. [redacted]
Revdex.com
Re: Plan XXXXXXXX
Dear Ms. [redacted],
Regarding the service request for the garage door opener; I have reviewed the file that indicates the technician from A-1 Door Service diagnosed the limit switch for...

the garage door opener failed and required replacement. In addition, the garage door springs and rollers failed and must be replaced. Since the Plan includes coverage for garage door springs under the Ultimate Protection optional coverage, Old Republic Home Protection (ORHP) authorized the replacement of the springs, and the replacement of the limit switch for the garage door opener. Coverage for garage door rollers are not listed as a covered item in the Plan.
Please extend our sincere apologies to Mr. [redacted] that the terms and conditions of the Plan do not provide coverage for garage door rollers. 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.
According to the file, on March 22, 2016, my associate, Ms. [redacted] spoke with Mr. [redacted] and provided him the option of A-1 Door Service completing the covered repair, or a settlement of $180, which represents our cost to complete the repair. Mr. [redacted] advised her that he would call her back with a decision. Please advise Mr. [redacted] to contact Ms. [redacted] at XXX-XXX-XXXX Ext. 1198 at his earliest convenience, and she will provide assistance to resolve the service request in a timely manner.
Sincerely,
[redacted]
Plan Compliance Manager
Old Republic Home Protection
Initial Consumer Rebuttal /* (3000, 7, 2016/03/24) */
(The consumer indicated he/she DID NOT accept the response from the business.)
Before I set up the appointment with a 1 I called old republic to check on coverage and was told both spring band rollers were covered so I set the appointment and paided 100 dollars since I was told it would be covered she did offer the 180. But I paid the 100 deductible so I would get i0 dollars towards the cost of about a 400 dollar job. I was lied to about the time frames when a 1 contacted them and told me they were coming out to replace both items after several calls they were caught in several lies I understand if things were not in a contract but when you call and ask if covered before any appointments are set up and deductibles are paid they should cover what they said and the lady was very clear both items were covered this is not accectable
Final Business Response /* (4000, 15, 2016/03/29) */
Dear Ms. [redacted],
As previously referenced, the garage door rollers are not included with the Plan coverage. Please advise Mr. [redacted] to let me know if he wishes to pay for the replacement of the garage door rollers, and ORHP will cover the garage door springs and garage door opener limit switch, or if he wishes to cancel the service request, as a gesture of goodwill I will refund his $100 Trade Call Fee.
Sincerely,
[redacted]
Plan Compliance Manager
Final Consumer Response /* (4200, 19, 2016/03/31) */
(The consumer indicated he/she DID NOT accept the response from the business.)
I do believe these calls are recorded please ask to hear them when I called and requested service this was ask if covered and I was told yes before I paid the $100 this will end where the confusion came in. This has gone on way too long I need this fixed asap

Initial Business Response /* (1000, 5, 2015/09/10) */
Ms. [redacted]
Revdex.com
RE: Plan # XXXXXXXX
Dear Ms. [redacted],
Regarding the service request for the air conditioner and payment of the Trade Call Fee; I have reviewed the file that indicates the Independent Network Service...

Provider dispatched by Old Republic Home Protection (ORHP) diagnosed that the air conditioner is a mini-split ductless system. According to the Plan, mini-split ductless systems are excluded from coverage.
Please refer to page 3 under Air Conditioner/Cooler Not Covered that states:
"Not Covered ... mini-split ductless systems ... "
Although the Plan requires payment of the Trade Call Fee whether service is covered or denied, as a result of the circumstances that occurred, and strictly as a matter of goodwill, ORHP has agreed to refund your Trade Call Fee. A check for $60 will be mailed to you within the next ten business days.
If you have any additional needs for service during your Plan term, please contact us at
XXX-XXX-XXXX for assistance.
Best regards,
[redacted]
Plan Compliance Manager
Old Republic Home Protection

Complaint: [redacted]I am rejecting this response because: my previous response stands as well. Please send the address that my lawyer can send the proceedings to.
 
Sincerely,[redacted]

Initial Business Response /* (1000, 5, 2014/08/12) */
Ms. [redacted]
Revdex.com
Re: Plan XXXXXXXX
Dear Ms. [redacted],
Regarding the denial of coverage for the garage door opener; I have reviewed the file that indicates the Plan Holder purchased the Standard Plan and the Ultimate Protection...

Upgrade, however, the Optional Garage Door Opener Coverage was not purchased. As a result, coverage was denied when Mrs. [redacted] called us on August 8th to place a service request for the garage door opener.
Please extend our apologies to Mr. and Mrs. [redacted] that Old Republic Home Protection is unable to assist them with their request for service.
If they have any question, please advise them to contact us at XXX-XXX-XXXX for assistance.
Sincerely,
[redacted]
Claims Manager
Old Republic Home Protection

Initial Business Response /* (1000, 5, 2014/08/08) */
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.
According to the file, my associate, Ms. [redacted] has been assigned to resolve the service request, and on August 6th, she left Mr. [redacted] a message to contact her.
Please inform Mr. [redacted] to contact Ms. [redacted] at XXX-XXXX-XXXX ext 7608 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, 2014/08/11) */
(The consumer indicated he/she DID NOT accept the response from the business.)
We are working towards an amicable solution, but the case has yet to be resolved. I have spoken with ORHP and they expect the part to be in tomorrow (12 August) and to be installed shortly thereafter. Upon completion of the installation, we will remedy the mold/wet carpet issue in the basement, as it cannot be remedied unless the unit is functioning properly.
While I am satisfied that they are working on it, it is not resolved, so I could not click "yes" above.

Initial Business Response /* (1000, 5, 2015/09/02) */
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 Providers and individuals involved, ensuring they understand the result of their actions and comments.
According to the file, my associate, Ms. [redacted] has left a message for Ms. [redacted] to discuss her service request, and will follow up to ensure it is resolved in a timely manner. Please advise Ms. [redacted] to contact Ms. [redacted] at XXX-XXX-XXXX Ext. [redacted] for assistance.
ORHP appreciates Ms. [redacted] taking the time to provide her opinion and perspective of her service experience, which in turn, provides ORHP the opportunity to improve the service we provide to our customers.
Best regards,
[redacted]
Plan Compliance Manager
Old Republic Home Protection
Initial Consumer Rebuttal /* (3000, 7, 2015/09/03) */
(The consumer indicated he/she DID NOT accept the response from the business.)
I feel like this was a generic response with names copied and pasted in. I don't feel like anyone will be held accountable for their actions. My husband ending spending close to $100 and over five hours sweating in our attic to fix the air conditioner himself. The only reason anyone from ORHP has reached out to us is because I informed multiple realtors in the area of this incident who then contacted ORHP regional sales rep who saw his business was rapidly declining in an area whose growth surpassed [redacted] city in the country so far this year. I want to make sure if we ever have AC issues again, we don't have to worry about Refrigeration Techniques being called to our home again. I feel if they review the history on the account and mine and my husbands account of our experience, it only makes sense for ORHP to drop them from their contractor list. They did admit to replacing the whole outside unit without even "looking in the attic to see that it actually just needed cleaned." I would also like an action plan enforced to ensure customer service reps are providing consistent information so customers such as myself aren't told something different each time a call is placed and the reps are held accountable when reviewing calls in which they are rude and negative towards customers who are concerned with their services. I don't feel like I receieved anything but a generic response given to every complaint. Give me proof plans are in place. Take actual action to make your company better instead of continuing to do the bare minimum which is what got us here to begin with.
Final Business Response /* (4000, 9, 2015/09/08) */
Dear Ms. [redacted],
As expressed in our previous response, we sincerely apologize for the delays and circumstances that occurred, and I assure you this situation has been addressed with the Service Provider and individuals involved.
According to the file, my associate, Ms. [redacted], spoke with Mr. [redacted] on September 2, 2015, and he is forwarding her an invoice from their Out-Of-Network Contractor for review and processing of coverage repairs. .
If Mr. or Mrs. [redacted] has any further questions, please advise them to contact Ms. [redacted] at
XXX-XXX-XXXX Ext. [redacted] for assistance.
Sincerely,
[redacted]
Plan Compliance Manager
Old Republic Home Protection