Old Republic Home Protection Company, Inc.

Initial Business Response /* (1000, 5, 2014/05/30) */
Ms*** ***
Revdex.com
Re: Plan # XXXXXXXX
Dear Ms***,
Regarding the service request for the pipe leak; on behalf of Old Republic Home Protection (ORHP) and its employees, please extend our sincere apologies for the
circumstances outlined in Ms***'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
According to your file, my associate, Mr*** has spoken with Ms***, and he will follow up with her and address the rough patch of her sheet rockIf Ms*** has any additional questions, please inform her to contact Mr*** at XXX-XXX-XXXX for assistance
ORHP appreciates Ms*** 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,
*** ***
Claims Manager
Old Republic Home Protection

Initial Business Response /* (1000, 5, 2015/07/10) */
Ms*** ***
Revdex.com
RE: Plan # XXXXXXXX
Dear Ms***,
Regarding the service request for the oven; on behalf of Old Republic Home Protection (ORHP) and its employees, please extend our sincere apologies for the
circumstances outlined in Mr***'s letter
ORHP, like other home warranty companies, uses Independent Network Service Providers and part suppliers to service our Plan HoldersAlthough efforts are made to dispatch qualified Service Providers, and to utilize part suppliers that can provide quality service, occasionally circumstances occur that are unacceptable to ORHP and our Plan Holder
I assure you, ORHP employees value the trust each of our Plan Holders place in us to resolve their service request in a timely and professional manner and when this does not occur, steps are taken to review what went wrong and implement improvement
According to the file, the control board for the oven has been ordered with priority delivery, and I will follow up to ensure the service request is resolved in a timely mannerIf Mr*** has any questions, please advise him to contact me at XXX-XXX-XXXX ext
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,
*** ***
Claims Manager
Old Republic Home Protection
Initial Consumer Rebuttal /* (3000, 7, 2015/07/14) */
(The consumer indicated he/she DID NOT accept the response from the business.)
I get a voice mail from old Republic on July 12th said the part came in on July had the contractor contacted meI called and left a message on Monday for the contractorSame afternoon Old Republic call me July and said sorry but the part that came in was the wrong one so we are rushing a new one to the contractorThis makes me very mad as the part came in 7/and they wait again to order 7/This is twice the part came in and I waited to get fixed and they had to start all over again thus delaying this fix for a montha month to fix a mother board on my ovenI had called and asked what if my AC went out would I have to wait a month for them to fix the representative said if thats what it took what kind of service is this?
I paid my money up front for the repair a month agoI feel I need this fixed and my $refund for service that was sloppy
Final Business Response /* (4000, 9, 2015/07/15) */
Dear Ms***,
Please extend my sincere apology to Mr*** for the delayI have agreed to honor Mr***'s request, and his Trade Call Fee will be refunded
Sincerely,
*** ***
Claims Manager
Old Republic Home Protection
Final Consumer Response /* (2000, 11, 2015/07/17) */
(The consumer indicated he/she ACCEPTED the response from the business.)
Thank you!!

Initial Business Response /* (1000, 5, 2014/05/08) */
Ms*** ***
Revdex.com
Re: Plan # XXXXXXXX
Dear Ms***,
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***'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
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,
*** ***
Claims Manager
Old Republic Home Protection

Initial Business Response /* (1000, 5, 2015/07/17) */
Ms*** ***
Revdex.com
RE: Plan # XXXXXXXX
Dear Ms***,
Regarding the service request for the air conditioner and Plan renewal eligibility; on behalf of Old Republic Home Protection (ORHP) and its employees, please extend
our sincere apologies for the circumstances outlined in Ms***'s letter
ORHP, like other home warranty companies, uses Independent Network Service Providers to service our Plan HoldersAlthough 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*** provided, I have taken personal responsibility to address the issues outlined with the Service Providers and individuals involved, ensuring they understand the result of their actions and comments
I have reviewed the file that indicate my associate, Ms***, has spoken with Ms*** and will follow up to resolve her service request in a timely mannerIf Ms*** has any questions, please advise her to contact Ms*** at XXX-XXX-XXXX ext*** for assistance
In addition, I have reviewed the Plan renewal eligibility, and noted that at this time, the Plan is eligible for renewal, and will not be ineligible based on the service to the air conditioning system
ORHP appreciates Ms*** 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,
*** ***
Claims Manager
Old Republic Home Protection
Initial Consumer Rebuttal /* (3000, 7, 2015/07/30) */
(The consumer indicated he/she DID NOT accept the response from the business.)
My air conditioner is still has not been repairedAnd my biggest concern at this time is the fact that my air conditioner has been running continuously for months of June and JulyI've addressed this concern with *** *** at Old Republic; I've even sent copies of my APS electric to bill to show the drastic increasingCurrently, I have another AC company attempting to fix the unitUntil my ac is back operational, I cannot close this caseI appreciate, Old Republic extending the opportunity to renew my planI plan to renew my policy with Old Republic
Final Business Response /* (4000, 9, 2015/07/31) */
Ms***,
I reviewed the file and my associate, Ms***, spoke with Ms*** on July 25thAccording to the file, Ms*** was provided a verbal diagnosis and estimate of $2,from Ms***
Out-Of-Network Contractor, and has requested this information in writingOnce she receives the written estimate, Ms*** will issue Ms*** a check for $2,
Ms*** will also work with Ms*** to discuss her electric bill and the renewal of her Plan
If Ms*** has any questions, please advise her to contact Ms*** at XXX-XXX-XXXX ext*** for assistance
Sincerely,
*** ***
Claims Manager
Old Republic Home Protection

Initial Business Response /* (1000, 10, 2014/08/11) */
Ms*** ***
Revdex.com
Re: Plan # XXXXXXXX
Dear Ms***,
Regarding the service request for the spa equipment; on behalf of Old Republic Home Protection (ORHP) and its employees, please extend our sincere apologies for the
circumstances outlined in Ms***' letter
I have reviewed the file that indicates at this time, ORHP does not have an Independent Network Service Provider available to service Ms***' spa equipment
Please refer to page of the Plan titled When You Need Us that states:
"To ensure you receive reputable and unbiased service, we have built an extensive network of
Service Providers who provide service to our Plan Holders at fair and reasonable ratesOur
network, however, is not all inclusive for every trade, in every town, across the nationFor that
reason, we may authorize you to contact an Independent Out-of-Network Contractor directly to
obtain service."
I assure you, ORHP employees value the trust each of our Plan Holders place in us to resolve their service request in a timely and professional manner and when this does not occur, steps are taken to review what went wrong and implement improvement
I have reviewed the file that indicates on August 6th, 2014, Ms*** was advised by ORHP to obtain a diagnosis and estimate from an Out-Of-Network Contractor regarding the repair of the spa equipmentMs*** was also advised that once they diagnose the spa equipment, and prior to initiating repair, to please contact (or have them contact) ORHP to confirm coverage and/or authorize repairIf the estimate for the diagnosis and repair is less than $100, Ms*** was authorized to complete the repair, and ORHP will reimburse her for the covered repair, less the Trade Call Fee
ORHP appreciates Ms*** 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,
*** ***
Claims Manager
Old Republic Home Protection
Initial Consumer Rebuttal /* (3000, 12, 2014/08/13) */
(The consumer indicated he/she DID NOT accept the response from the business.)
In my previous home, dealing with the ORHP warranty, I had to use an outside contractor on a repair which was approved by ORHPI sent all the paper work in and after many calls to them I gave up and thus never received payment
There is no doubt that my spa is going to need a new pump which is going to be a repair of several hundred dollarsI do not have that money to pay upfront and will have to have those funds reimbursement immediatelyThus a warranty was purchased to cover the expenseHaving a $dollar co-pay was the only reason I went ahead with the purchase of the home with the spa in placeHad I been aware ORHP did not have contractors in the area that would work on spas and that repairs would have to come out of my own pocket I would have insisted on some other arrangement to warranty the spaORHP SOLD ME A WARRANTY KNOWING I WOULD HAVE TO PAY FOR REPAIRS OUT OF MY OWN POCKET AND THEN HOPE ORHP WOULD REIMBUERSE METHIS IS POOR BUSINESS PRACTICE AND SHOULD HAVE BEEN DISCLOSED WHEN THE WARRANTY WAS PRUCHASED! I feel quite confident, based on their past track record, that when it comes time to repair my spa, after I save to pay for the repair, that ORHP will find a way to either not pay for the repair or will delay the payment an unnecessary amount of time
I WOULD LIKE A GUARANTEE THAT ORHP WILL REIMBURSE ME FOR THE AUTHORIZED REPAIR PROMPTLY WITHIN DAYSNOT OR DAYS, BUT DAYS AFTER RECEIPT OF THE CLAIM TO THEM, WHICH I WILL FILE THE DAY OF THE REPAIRIN ADDITION I WOULD LIKE THE NAME AND DIRECT PHONE NUMBER OF A REPRESENTATIVE AT ORHP WHO WILL BE HELD ACCOUNTABLE TO SEE THE REIMBURSEMENT IS DONE IN THAT AGREED UPON TIME FRAME
My request is not unreasonable based on feed back I've received from contractors that have worked with ORHP,feedback from consumers on most every site on the internet and my past experience with ORHP
Final Business Response /* (4000, 14, 2014/08/15) */
Ms***,
Please extend my apologies to Ms*** for any unpleasant experience she had with ORHP in the pastI assure her, ORHP will agree to reimburse her for covered costs within days of receipt of a legible invoicePlease inform her to contact us if the repair estimate is going to exceed $100, prior to the Out-Of-Network Contractor initiating the repair, so we can make a determination of coverage, provide authorization for the repair, and ensure Ms*** will be reimbursed for covered repairs
If she has any questions, please advise her to contact us at XXX-XXX-XXXX for assistance
Sincerely,
*** ***
Claims Manager
Old Republic Home Protection

orhp is very badThe declined my coverage about the mice/rat issue at my house

Initial Business Response /* (1000, 5, 2014/07/30) */
Ms*** ***
Revdex.com
Re: Plan XXXXXXXX
Dear Ms***,
Regarding the service request for the refrigerator; on behalf of Old Republic Home Protection (ORHP) and its employees, please extend our sincere apologies for the
circumstances outlined in Mr***' 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 individual involved, ensuring he understands the result of his actions and comments
With regard to the denial of coverage for the refrigerator, please refer to page of the Plan titled
When You Need Us that states:
"We will 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 wear and use, rust, corrosion, and chemical or
sediment buiafter the effective date of coveragePre-existing conditions are not
covered."
We apologize the terms and conditions of the Plan do not provide coverage in this situationWhile 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*** has additional information he believes should be considered, please inform him to provide it to me for review, and forward it to my attention at:
Old Republic Home Protection
*** *** ***
*** *** CA XXXXX
Best regards,
*** ***
Claims Manager
Old Republic Home Protection

The email below was sent to Old Republic on 6/23/16:
Hello XXX,
Thank you for your time today regarding my issue with Old Republic Needless to say, I am extremely disappointed in the lack of customer service that Old Republic has offered with my recent AC issues After purchasing our house in December, this AC issue has been the first service request that I have had with your company
We have been experiencing our AC unit not being able to surpass degrees We attempt to precool as much as possible during the morning hours, but the units are unable to keep up Furthermore, the afternoons frequently lead to prolonged (2-hours) of blowing warm air This has led to temperatures nearly degrees within the house This ongoing issue was the one that prompted the original call and all subsequent calls
Below is a recap of what has occurred regarding my AC issue:
•XXX was sent the middle of May for service They proceeded to add refrigerant to resolve the issue
•XXX responded this past Sunday to a service request They proceeded to replace a capacitor and inform me that my unit needed more shade Later in the day, the blowing warm air issue resumed
•This past Sunday after the warm air issue was not resolved by XXX, I placed an call into Old Republic's emergency line
•After being reassigned to a third service provider, the earliest appointment that would be granted was today from 9-with XXX This provider was a no call/no show today I then called them after 11AM At this point - there is no time as to when or who will arrive to service this ongoing issue
At this point - I am wanting to part ways with Old Republic because of this lack of customer service, responsiveness, and willingness to help resolve the situation I am requesting a full refund on my initial service call ($65) as well as a full refund on the warranty itself (not prorated and/or absorbing a cancellation fee)
Being fully transparent, I will be submitting a complaint to the *** with the details mentioned above I am extremely disappointed in Old Republic and I will not be recommending your services to others
Please let me know what resolution you can come to I look forward to your response

Initial Business Response /* (1000, 5, 2014/06/12) */
Ms*** ***
Revdex.com
Re: Plan # XXXXXXXX
Dear MS***,
Regarding the service request for the plumbing pipe leak and toilet; on behalf of Old Republic Home Protection (ORHP) and its employees, please extend our sincere
apologies for the circumstances outlined in Mr***'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
According to the file, my associate, MrPhillips, has been assigned to resolve this service request with Mr***, and he will contact him to discuss a resolution
Please inform Mr*** if he has any questions, to contact Mr*** at XXX-XXX-XXXX ext *** for assistance
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,
*** ***
Claims Manager
Old Republic Home Protection
Initial Consumer Rebuttal /* (2000, 7, 2014/06/13) */
(The consumer indicated he/she ACCEPTED the response from the business.)
Consumer Response /* (-5, 10, 2014/06/24) */
I have received payment only $I paid to other contractor more than $to fix the issue
Consumer Response /* (3000, 13, 2014/07/14) */
I got check for $from the company however they promised me they will pay all cost and top of that they send me collection notice
Business Response /* (4000, 15, 2014/07/15) */
Ms***,
I have reviewed the file that indicates my associate, Mr*** spoke with Mr*** today, and he agreed to waive the $Trade Call Fee, and reimburse Mr*** an additional $toward the plumbing repairs
Please extend my sincere apologies to Mr*** regarding these circumstances, and I appreciate him talking the time to bring this situation to my attention
If Mr*** has any additional questions, or the need of assistance, please advise him to contact my associate, MrPhillips, at XXX-XXX-XXXX ext *** for assistance
Sincerely,
*** ***
Claims Manager
Old Republic Home Protection
Consumer Response /* (2000, 17, 2014/07/16) */
(The consumer indicated he/she ACCEPTED the response from the business.)

Initial Business Response /* (1000, 5, 2014/06/03) */
Ms*** ***
Revdex.com
Re: Plan # XXXXXXXX
Dear Ms***,
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***'s letter
ORHP, like other home warranty companies, uses independent network Service Providers to service our Plan HoldersAlthough 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
I have reviewed the file and confirmed the equipment required to complete the repair has been ordered, and once it is received by BW Masterson Heating and Air Conditioning, an appointment will be scheduled to complete the repair
If Ms *** has any questions, please inform her to contact my associate, Ms*** at XXX-XXX-XXXX ext*** for assistance
ORHP appreciates Ms*** 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,
*** ***
Claims Manager
Old Republic Home Protection
Initial Consumer Rebuttal /* (3000, 7, 2014/06/05) */
(The consumer indicated he/she DID NOT accept the response from the business.)
I have been told numerous times now that the part has been ordered, the service tech found a coil locally and they turned him down because of costWe could have already had air conditionWe have had to buy two window units just to get by and we feel we should be reimbursed, it was Old Republic that dropped the ball on not getting the coil ordered or not approving the service tech to buy one that he found locallyAt the very "least" they could have over knighted the coil but they waited and waited then sent in the orderI'm sorry but we want reimbursed for the air conditioner units we had to purchaseOur temps have been in the hundred mark for a few days and degree before that, we are both in our sixties, I'm disabled and our son, his wife and two grand children live with us right nowThere is no excuse for this kind of incompetence in this businessFix our unit and reimburse for the units and we'll accept
Final Business Response /* (4000, 10, 2014/06/06) */
Ms***,
Please extend our sincere apologies for the circumstances that have occurredMy associate, Ms*** will contact Ms*** regarding assistance for the purchase of the window air conditioners
If Ms*** has any questions, please inform her to contact Ms*** at XXX-XXX-XXXX ext *** for assistance
Sincerely,
*** ***
Claims Manager
Old Republic Home Protection
Final Consumer Response /* (4200, 12, 2014/06/06) */
following our 1st complaint with Old Republic Home Protection and no results, we had to buy two window units to cool our homeTemps are XX-XXX
1st complaint on 4/22/14, 2nd complaint is today 5/4/which I'm making due to the fact we've had to but two air condition window units trying to survive our XX-XXX degrees or moreThis has changed what I want this company to do for us
We now still want our air condcoil replaced and if we can no longer get the appropriate parts, because of the age of the unit, the unit replaced
with a new unitPlus we want refunded the money we had to pay out on two window air condunits because of service delays

Initial Business Response /* (1000, 5, 2015/10/27) */
Dear Ms***,
Regarding the replacement of the evaporative coil by Ms***'s Out-Of-Network Contractor; please advise her to provide me a copy of their diagnosis and invoice for my review
Sincerely,
***
***
Plan Compliance Manager
Old Republic Home Protection
Initial Consumer Rebuttal /* (3000, 7, 2015/10/30) */
(The consumer indicated he/she DID NOT accept the response from the business.)
The information requested by *** *** was supplied to Old Republic by email from my office on October 15, It was also followed up on with another email from my office on October 19, My wife and I have talked to these people until we are blue in the face and supplied them with every bit of information they have requested within a few hours of making the requestThis new response is nothing more than a stall tactic
Also, we recently had the entire heat pump replaced by Brown & Reaves at a cost of $Old Republic received the Brown & Reaves Estimate on October 15, They received the independent opinion from Four Star Plumbing and Air Conditioning that same dateThe folks from Brown & Reaves had an opinion consistent with that of Four Star regarding the coilOld Republic has since sent out a tech to photograph the unit that was removed
I believe the internet is ripe with reports of this same type of conduct from Old Republic and we believe they are dealing with us in bad faith
I can provide documentation of each of the above, but cannot attach documents to this response
Thanks - *** A***
Final Business Response /* (4000, 9, 2015/11/02) */
RE: Plan # XXXXXXXX
Dear Ms***,
Regarding the service request for air conditioner; on behalf of Old Republic Home Protection (ORHP) and its employees, please extend our sincere apologies for the circumstances outlined in Mrand Mrs***'s letter
ORHP, like other home warranty companies, uses Independent Network Service Providers to service our Plan HoldersAlthough 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 the information provided, and based on the estimate of $1,for the replacement of the evaporative coil by the Out-Of-Network Contractor, Four Star Air Conditioning, ORHP has agreed to provide Mrand Mrs*** a cash settlement, and a check for $1,will be mailed to them within the next days
ORHP appreciates Mrand Mrs*** taking the time to provide their opinion and perspective of their service experience, which in turn, provides ORHP the opportunity to improve the service we provide to our customers
Best regards,
*** ***
Plan Compliance Manager
Old Republic Home Protection

Initial Business Response /* (1000, 5, 2014/05/15) */
Ms*** ***
Revdex.com
Re:Plan XXXXXXXX
Ms***,
Please inform Mr*** that my associate, Mr*** is not in the offcie today, and the file indicates he has been given a message to contact Mr***, when he returns
on Friday *** 16th
If Mr*** has any questions, please inform him to contact Mr Rodas at XXX-XXX-XXXX ext *** for assistance
Sincerely,
*** ***
Claims Manager
Old Republic Home Protection

Initial Business Response /* (1000, 5, 2014/09/18) */
Ms***
Revdex.com
Re: Plan XXXXXXXX
Dear Ms***,
Regarding the service request for the air conditioner; I have reviewed the file and both Independent Network Service Providers dispatched by Old Republic Home Protection
diagnosed the evaporative coil in the attic has failed and must be replacedHowever, due to space restrictions in the attic, they are unable to complete the repair
As for the cash settlement option of $803; this amount represents our cost to replace the evaporative coil, if it were possible to replace it in the same location
Mrs*** indicated in her letter that she has an Out-Of-Network Contractor that is able to install a new evaporative coil in the same locationPlease inform her to provide me a legible copy of their diagnosis and estimate for my review
With regard to her furnace; although the furnace is old, there is currently no failure to the furnace and therefore, the home warranty Plan would not provide coverage to replace it at this timeShould the furnace fail during the Plan term, please advise Ms*** to contact us for service
Please extend my apologies to Mrs*** for the circumstances they have outlined in her letterOnce I receive the diagnosis and estimate, I will review the information and resolve this service request in a timely manner
If you have any questions, please contact me at your convenience
Sincerely,
*** ***
Claims Manager
Old Republic Home Protection

Initial Business Response /* (1000, 5, 2015/03/19) */
Ms*** ***
Revdex.com
Re: Plan # XXXXXXXX
Dear Ms***,
Regarding the service request for the plumbing pipe leak, electrical switch, and whirlpool pump; on behalf of Old Republic Home Protection (ORHP) and its employees,
please extend our sincere apologies for the circumstances outlined in Mr***'s letter
ORHP, like other home warranty companies, uses Independent Network Service Providers to service our Plan HoldersAlthough 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*** 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 reviewed the plumbing pipe leak service request that indicated the Out-Of-Network Contractor diagnosed the pipe leak was the result of freezing weather, and they completed the repair for $Although the Plan excludes coverage for freeze damage, ORHP agreed, strictly as a matter of goodwill, to cover half the cost of the repair, less the $Trade Call FeeOn February 11, 2105, a check for $($less $60), was mailed to the Plan Holder
Please refer to page of the Plan that states:
"This Plan does not cover services required as a result of:
lightning; mud; earthquake; fire; flood; freezing; soil movement; storms;
or acts of nature."
With regard to the service request placed on March 9, for an electrical switch; the Independent Network Service Provider dispatched by ORHP advised us that the Plan Holder only visits the property on weekends, and his next available weekend at the property is April 4, An appointment was scheduled with the electrician for April 4th
As for the whirlpool pump; on March 18, 2015, ORHP dispatched Kaiser Plumbing, and they will contact Mr*** to schedule an appointmentIf Mr*** wishes to call them directly, they can be contacted at (XXX) XXX-XXXX
ORHP vallues Mr*** as a customer and we hope that he realizes the value of the Plan, and the many benefits it providesIf Mr*** still wishes to cancel his Plan, please advise him to mail a written request to ORHP, or fax the request to XXX-XXX-XXXX, and the Plan will be cancelled in accordance with the terms and conditions of the Plan
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,
*** ***
Claims Manager
Old Republic Home Protection
Initial Consumer Rebuttal /* (3000, 7, 2015/03/28) */
(The consumer indicated he/she DID NOT accept the response from the business.)
I have waited until today to respond in hopes that ORHP would contact me and work through the issues regarding the multiple plumbers that have contact me when assigned by ORHP to fix a claim for my homeAt least of their assigned plumbers stated that ORHP does not pay them enough to drive the miles up the highway from Reno, NV to service my home due to the low amount ORHP offers to pay themYet, ORHP was very ready to accept my payment in full and advance for their service offering
Even after filing this claim they have not contacted me except by a NOREPLY email stating that they have once again assigned a plumber that does not contact me or return call when I call them
As of today, I do not have a call back from Kaiser PlumbingNor any voicemail from Kaiser PlumbingORHP needs to provide an acceptable level of customer service by providing qualified and professional Service Providers that will return calls and do the job that they are assigned or don't accept the job from ORHP
Mr*** is welcome to call me at (XXX) XXX-XXXX to discuss these mattersI have contacted ORHP and asked to speak with a Claims Manager in the past, however there never seems to be one available or never calls me back
Please do NOT close this case as this timeORHP needs to contact me to seek an immediate resolution to these issues or refund the entire balance of my payment of $
Thank you,
*** ***
Final Business Response /* (4000, 9, 2015/03/31) */
Ms***,
Please extend our apologies to Mr*** for this the delay that has occurred scheduling an appointmentI spoke with the owner of Kaiser Plumbing, *** and I was able to reach him at XXX-XX-XXXX** is available to schedule a convenient appointment, and is waiting to hear from Mr***Please advise Mr*** to contact ** at XXX-XXX-XXXXI will follow up with Kaiser Plumbing to ensure they have spoken and an appointment is scheduled
Sincerely,
*** ***
Claims Manager
Old Republic Home Protection
Final Consumer Response /* (4200, 18, 2015/04/13) */
(The consumer indicated he/she DID NOT accept the response from the business.)
Ms***,
*** at ORHP is being untruthful with youI have spoken to ** at Kaiser Plumbing multiple times this week, including today
** and I arranged to have him meet me on Friday, April 3rd at 6pm because he could not meet me on Saturday April 4th to complete the job due to his wife and him traveling to their in-laws for this Easter weekend
The problem is not with the Service ProvidersThe problem is with ORHP service that they provide to me their customerORHP finally contacted me today, but did not want to discuss the issues with their company's service to their customer, but rather continued to blame the Service ProvidersIt is ridiculous how much they are in denial over their poor level of customer service
Please continue to keep this case open until ORHP decides to speak directly with me regarding the refund of the initial $warranty fee or until they can provide better service

Initial Business Response /* (1000, 5, 2016/01/07) */
RE: Plan # XXXXXXXX
Dear Ms***,
Regarding the service request for pest control; on behalf of Old Republic Home Protection (ORHP) and its employees, please extend our sincere apologies for the circumstances outlined in Ms
***'s letter
ORHP, like other home warranty companies, uses Independent Network Service Providers to service our Plan HoldersAlthough 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*** 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, we left a message for the Plan Holder's Out-Of-Network pest control company to contact us with their diagnosis, and we have not heard from themPlease advise Ms*** to have them contact us so we *** determine coverage
As a result of the circumstances that occurred, I have waived the $Trade Call Fee
ORHP values Ms*** as a Plan Holder and we hope she realizes the value of the Plan and the many benefits it providesIf she still wishes to cancel her Plan, please advise her to mail us a written request, fax it to XXX-XXX-XXXX, or email it to ***@orhp.com, and the Plan will be cancelled in accordance with the terms and conditions of the Plan
ORHP appreciates Ms*** 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,
*** ***
Plan Compliance Manager
Old Republic Home Protection

Hello,
Our Plan contract number is ***The policy is in my husband's nameI have attached the plan coverage declaration for your viewingSince we submitted the complaint this past Sunday, we have had additional contact with our home warranty company*** that is handling our
case called my husband on the 13th and proceeded to tell my husband that she has other customers that are without air as well and she has been out due to the fact that she has had recent trouble with her childrenShe told my husband, *** after a heated discussion that she was going to close out our case and would be mailing a check even though she didn't care if we decided to cash it or notMy husband hadn't consented to the cash out offer at that time, but we found out that she had subsequently called the service provider, *** with *** to go to our home and pick up the unit*** then called my husband and told him what he was ordered to do and my husband told him not to come onto our property due to the fact that we hadn't consented to close our caseLater that afternoon, *** from ORHP called my husband with a completely different attitude and was suddenly apologetic for all we had gone through and was offering to have the unit installed for $We have been treated poorlyWe consented to the price reluctantly despite the fact that we have now been through multiple providers ranging from quotes of $1020, $and now $We had asked that she provide us with documentation of where in our policy that stated we would be responsible for the modifications that were necessary to adapt the unit and were never provided with thatAs you can see in our policy, it doesn't state anything about any out of pocket expense for the required modifications
Thank you for your attention to this matter,
*** ***

Initial Business Response /* (1000, 5, 2014/10/03) */
Ms*** ***
Revdex.com
Re: Plan # XXXXXXXX
Dear Ms***,
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***' letter
ORHP, like other home warranty companies, uses Independent Network Service Providers to service our Plan HoldersAlthough 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*** 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 my associate, Ms*** has been in contact with Ms***, and will follow up to ensure this service request is resolved in a timely manner
If Ms*** has any questions, please inform her to contact Ms*** at XXX-XXX-XXXX ext*** for assistance
ORHP appreciates Ms*** 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,
*** ***
Claims Manager
Old Republic Home Protection
Initial Consumer Rebuttal /* (3000, 7, 2014/10/19) */
(The consumer indicated he/she DID NOT accept the response from the business.)
I was offered a check to buy a new refrigerator, however I still have not received paymentMs*** mentioned above, did contact me on Friday October 17th, telling me I should receive it this weekHowever, until I have that check in my possession, I consider this case still open and unresolvedTherefore, I am saying I do NOT accept this responseWhen I receive payment from this company that so wrongly treated me, I will then say it is closed
Final Consumer Response /* (4200, 11, 2014/10/25) */
(The consumer indicated he/she DID NOT accept the response from the business.)
We did receive our check for the fridgeWe are satisfied with that amountHowever, we are still waiting for the refund for the original service fee that we paid the original company that come out the first timeI was told that the check was being processed and should be to us next weekI will consider this case closed when we receive itI will update you when we have the check
Final Business Response /* (4000, 15, 2014/11/19) */
Ms***,
Regarding the refund of the Trade Call Fee; please extend my apologies to Ms*** for the delay processing the reimbursementI have reviewed the file that indicates my associate, Ms*** spoke with Ms*** on November 18, and is following up to ensure this issue is resolved in a timely manner
If Ms*** has any questions, please inform her to contact Ms*** at XXX-XXX-XXXX ext*** for assistance
Sincerely,
*** ***
Claims Manager
Old Republic Home Protection

Initial Business Response /* (1000, 5, 2014/02/04) */
PLAN # XXXXXXXX
On behalf of Old Republic Home Protection (ORHP) and its employees, we extend our sincere apologies to our Plan Holder for the circumstances relayedAs a result, we have agreed to waive the $trade call fee due and
our records have been updated accordinglyFor any additional questions, please contact us directly at (XXX) XXX-XXXX
Final Consumer Response /* (2000, 7, 2014/02/06) */
(The consumer indicated he/she ACCEPTED the response from the business.)
Thank you for waiving the fee

Absolutely has been the worst experience with home ownershipHVAC went outOR sends 1st tech, guy says their might be a leak, instead if fixing the leak the first time, he re-charges the system, tightens some valve and charges me $
Since he didn't fix the leak, HVAC goes out againThis time at 9:on a FridayI have a sick year old with no AC, in Florida, in July...not a fun night
OR sends a tech out againThis time the guy finds the leak orders the part (2) days laterOR orders the wrong partParts arrives and is returnedNew part is ordered and comes in damaged! Part is returned and new one ordered
AC goes out again! Guy comes out, re charges the systemStill waiting on new part
The very first service call was placed July 14th Today is 8/
Still no new partAC is starting to fail againThese customer service people honestly don't careI don't know what to do, but my family can't take another night with no AC

Old Republic does not stand by thier customers! We submitted a service request on our air conditioning system that failedThis was in Texas the middle of July Old Republic took days to order the part They have their technician come to replace it and it is the wrong part! instead of ordering the correct part and fixing the issue Old Republic tells us the correct part isn't covered and we are on our own They made zero attempt to resolve the issue or make up for the days my home was without air-conditioning! Do not us this company!