Old Republic Home Protection Company, Inc.

Initial Business Response /* (1000, 7, 2015/02/25) */
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 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 Business Response /* (1000, 5, 2014/05/28) */
Ms. [redacted]
Revdex.com
Re: Plan # XXXXXXXX
Dear Ms. [redacted],
Regarding the service request placed for the air conditioner on September 5th, 2013; I have reviewed the file and have spoken with the independent network Service...

Provider, Clayton, from Synergistic Development. According to Clayton, when he arrived at the home, he diagnosed the air conditioner was low on refrigerant; he removed the remaining refrigerant and filled the system with nitrogen so he could complete a pressure test of the system to locate the source of a leak.
Once the system was filled with nitrogen and pressurized, Clayton diagnosed and repaired a refrigerant leak on the refrigerant line connection at the evaporative coil. After completing the repair, Clayton completed another pressure test and found no evidence of any leaks on the system. In addition, once the refrigerant was inserted back in to the air conditioner, Clayton completed a third additional pressure test and found no leaks were present when he left the home.
Based on the diagnosis and tests completed by Synergistic Development, there is nothing that supports that he did not complete the repair of the air conditioner.
If Ms. [redacted] has any information she believes should be considered, please inform her to provide it to me for review.
Sincerely,
[redacted]
Claims Manager
Old Republic Home [redacted]
Phone: XXX-XXX-XXXX x 1224
[redacted]@orhp.com
Initial Consumer Rebuttal /* (3000, 7, 2014/05/29) */
(The consumer indicated he/she DID NOT accept the response from the business.)
ABSOLUTELY NOT: [redacted] did NOT individually test all the necessary components for leaks; he spoke to the man ( [redacted] from DCS air who eventually did test and find 2 additional leaks, [redacted] assured me the sort of testing Clayton did is why he did not find ALL the leaks...
one in the horizontal coil in attic and another in the line set running to outside wall down to whatever the outside part is called.THIS is why all the refrigerant kept leaking out after being refilled 3 times under warranty !
I have detailed the sequence of sloppy repairs done by the technicians old O.R. sent; neither repaired the AC unit . There is no way Old Republic can say the unit was fixed as the very next time it was turned on it FAILED !!,,it was not run after [redacted] supposedly fixed it until I returned to the house in [redacted],
Old Republics terms are mis-leading, time-consuming and useless. The AC unit was NOT FIXED and I hold them responsible to pay for the repairs I eventually had done by DCS. Please read the sequence of events in my original complaint.
Final Business Response /* (4000, 9, 2014/06/02) */
Ms. [redacted],
Please inform Ms. [redacted] I have reviewed the file, and according to the file, she contacted us eight months after Synergistic made their repair and over two weeks after her Plan expired; it is possible the leaks occurred after Synergistic serviced her home. When I spoke with the technician from Synergistic, he is certain when he left the home the air conditioner system was pressurized and was not leaking refrigerant.
If Ms. [redacted] has information (proof), that the air conditioner was still leaking when Synergistic left her home in September, please advise her to provide it to me for review.
Sincerely,
[redacted]
Claims Manager
Old Republic Home Protection
Final Consumer Response /* (4200, 13, 2014/06/04) */
(The consumer indicated he/she DID NOT accept the response from the business.)
It is NOT possible the leaks occurred AFTER Synergistic serviced the AC system...they were there threw out the period of my warranty !.
The so called 'repaired' AC system was not USED after Synergistic's incomplete repair until I returned to the home in early [redacted]. ( AC not needed in an unoccupied house OR in the winter)
After speaking to several other AC service people I have learned it can take weeks for newly replaced refrigerant to leak out AGAIN if there are other undiscovered 'slow' leaks and these additional leaks do not SHOW-Up immediately ;perhaps this is why Synergistic thought it was repaired. This is why DCS ran a 3 day pressurized test of ALL components and finally discovered the 2 additional leaks as I have stated several times !. Synergistic did not do this type of testing and even tried to tell DCS it wasn't necessary when I had the technicians speak to each other !
In [redacted] when I next needed the AC the system it was totally empty of refrigerant AGAIN. ; PROOF the system was never completely repaired. :fixing one leak when there are 2 others DOES NOT FIX the system. The 2 additional leaks were finally discovered when I employed DCS to do the 3 day pressure test of ALL components discovering one in the horizontal coil and another in the line set. Obviously this is why the stem failed 3 times while under Warranty !

Initial Business Response /* (1000, 10, 2015/09/29) */
Ms. [redacted],
Please advise Mr. [redacted] as a gesture of goodwill, Old Republic Home Protection has waived the Trade Call Fee. If he has any questions, please advise him to contact me at XXX-XXX-XXXX Ext [redacted].
Sincerely,
[redacted]...

[redacted]
Plan Compliance Manager
Old Republic Home Protection
Initial Consumer Rebuttal /* (2000, 12, 2015/09/30) */
(The consumer indicated he/she ACCEPTED the response from the business.)
I accepr the above resolution from Mr. [redacted] because it satisfies my reason for this complaint. One question I do have is the collection company will Old Republic notify them of this resolution? Does this resolution clear their collection fee or is that a separate process ? Thank you Mr. [redacted] I appreciate your willingness to resolve this matter.

DO NOT USE ONE REPUBLIC HOME WARRANTY!!! They are a complete scam!! We recently purchased a home in Los Angeles and purchased the top plan with One Republic which was to cover everything and replacement if needed. A few months into owning the home our cooktop stopped working. We filed a claim and they sent out a repair technician. We waited all day for the repair guy to show up and he finally came at the end of his 6 or 8 hour window. He was unable to repair the cooktop and said he needed to look for a part otherwise it would be replaced. We paid him $65 (FOR NOTHING) and he said he would be in touch in the next couple of days. A week went by with no call and we began calling One Republic. They still had not found a part and said it would be a couple of weeks before they would replace the appliance. It has now been 4-5 weeks! and we have had to call weekly for updates. We called the repair company directly and everything that One Republic was telling us was untrue and they were not sure the part would even fix the problem. The company told us the part they were looking for may not even fix the problem and they would have to try it and see if another part would be needed. We have had a broken cooktop for over a month! We have tried to contact a supervisor and the only person they would put us in contact with was "[redacted]". He was not helpful and rude. He said we had to keep waiting or he would give us a credit of less than half the price to replace the appliance if we forfeit our warranty. We paid for the top plan to avoid this [redacted] yet they are still giving us the run around. He said if we accepted the credit we would lose all rights to our plan. One REPUBLIC Home WARRANTY is a SCAM. DO NOT USE THEM. [redacted] WAS RUDE and we want to talk to HIS BOSS!!! It is so great dealing with all of this with the Holidays around the corner. DO NOT USE ONE REPUBLIC!!!!!!

Initial Business Response /* (1000, 5, 2015/08/07) */
Ms. [redacted]
Revdex.com
RE: Plan # XXXXXXXX
Dear Ms. [redacted],
Regarding the service request for the range; 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.
According to the file, on August 5, 2015, my associate, Ms. [redacted], spoke with Ms. [redacted] and agreed to dispatch a different Independent Network Service Provider to diagnose the range. The file has been assigned to my associate, Ms. [redacted], and she 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 /* (2000, 7, 2015/08/20) */
(The consumer indicated he/she ACCEPTED the response from the business.)
I appreciate the service I received from Ms. [redacted]. Prior to that, the customer service reps were rude, including the supervisor I spoke with. Ms. [redacted] was very helpful. As a result of the initial poor service I received from customer care, there was a significant delay for the repair, however I am pleased with the service I received from Ms. [redacted] and I am glad we could get it resolved. Thank you Revdex.com for all of your help.

[redacted]
Revdex.com
 
0pt">Re:      Plan [redacted]
 
 
Dear [redacted], 
 
Regarding the service request for the refrigerator, and the request to cancel the Plan; on behalf of Old Republic Home Protection (ORHP) and its employees, please extend our sincere apologies to Mr. [redacted] for not providing him the level of service he wants and deserves as our Plan Holder.
 
To ensure our Plan Holders 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 rates. Our network, however, is not all inclusive for every trade, in every town, across the nation. For that reason, we may authorize our Plan Holders to contact an Independent Out-of-Network Contractor (OONC) directly to obtain service.
 
Unfortunately we did not have a network Service provider available to service Mr. [redacted] refrigerator in a timely manner, and we authorized him to obtain service from an OONC.
 
With regard to the request to cancel the Plan; the file indicates that the Plan was cancelled effective August 18, 2016, and the Plan fee refund was mailed to Mr. [redacted] on August 24, 2016.
 
If Mr. [redacted] has any questions, please advise him to contact us at [redacted] for assistance.  
 
ORHP appreciates Mr. [redacted] taking the time to provide his opinion and perspective of his service experience, which in turn, provides ORHP the opportunity to improve the service we provide to our customers.
 
Best regards,  
 
[redacted]
Plan Compliance Manager
Old Republic Home Protection

Initial Business Response /* (1000, 6, 2014/04/03) */
Ms. [redacted]
Revdex.com
RE: Plan # XXXXXXXX
Dear Ms. [redacted],
Regarding the service request for the water leak; on behalf of Old Republic Home Protection (ORHP) and its employees, please extend our sincere apologies for the...

circumstances outlined in Ms. [redacted]'s letter.
ORHP, like other home warranty companies, uses independent network Service Providers to service our Plan Holders. Although efforts are made to dispatch qualified Service Providers that can provide quality service, occasionally circumstances occur that are unacceptable to ORHP and our Plan Holder.
I assure you, ORHP employees value the trust each of our Plan Holders place in us to resolve their service request in a timely and professional manner and when this does not occur, steps are taken to review what went wrong and implement improvement.
Based on the information you provided, I have taken personal responsibility to address the issues outlined with the Service Providers and individuals involved, ensuring they understand the result of their actions and comments.
Please inform Ms. [redacted] that ORHP has agreed to honor her request, and as a matter of goodwill, the Trade Call Fee has been waived.
ORHP appreciates you taking the time to provide your opinion and perspective of your service experience, which in turn, provides ORHP the opportunity to improve the service we provide to our customers.
Best regard,
[redacted]
Claims Manager
Old Republic Home Protection
Initial Consumer Rebuttal /* (2000, 8, 2014/04/06) */
(The consumer indicated he/she ACCEPTED the response from the business.)
Thank you Mr. [redacted] for your prompt response and bringing this matter to a resolution.
Thank you Revdex.com!
Best regards,
[redacted]

Initial Business Response /* (1000, 5, 2015/10/16) */
[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]'s letter.
I assure you, ORHP employees value the trust each of our Plan Holders place in us to resolve their service request in a timely and professional manner and when this does not occur, steps are taken to review what went wrong and implement improvement.
I have reviewed the file and my associate, Ms. [redacted], has been assigned to resolve the service request, and will contact Ms. [redacted]. If Ms. [redacted] has any questions, please advise her to contact Ms. [redacted] at XXX-XXX-XXXX Ext. [redacted] for assistance.
ORHP appreciates Ms. [redacted] taking the time to provide her opinion and perspective of her service experience, which in turn, provides ORHP the opportunity to improve the service we provide to our customers.
Best regards,
[redacted]
Plan Compliance Manager
Old Republic Home Protection
Initial Consumer Rebuttal /* (3000, 7, 2015/10/21) */
Dear [redacted]
First of all, thank you for your super quick attention to this matter.
We are not going to drop our complaint with Old Republic. We have had 4 technicians and 7 visits, totaling at least 30 hours of invested time in getting our unit repaired per our home owners warranty.
On Monday, I received a call from[redacted] at Old Republic. I believe she is in the authorization department. Her number is XXX-XXX-XXXX Ext:[redacted]
They scheduled another repair tech for last Monday with AT Appliance at XXX-XXX-XXXX to come to our home between 8 and 12. Yet, on this exact same day, they called and left a message saying the unit had non-warrantied damage and they were denying our claim.
It's odd that they would schedule another repair visit and deny our claim on THE SAME DAY. This tells me they have no idea what is wrong with the unit.
We have kept all our service repair notes and no one has said we have a crack in the interior lining of the door. The unit is over ten years old and is simply worn out. This is covered per their policy.
I have looked up the cost of replacement:
Kitchenaid-Superba Type 25CD, side by side, stainless steel with an ice maker. Replacement through Best Buy would be $2,999.00
We would very much like to resolve this long standing issue and be done with all of these appointments that solve nothing.
We are respectfully asking for full replacement of cost or an offer very close to that. We appreciate all their efforts and want to resolve this just as much as they do.
If Old Republic can suggest an amount that would substantially go towards the cost of a new refrigerator, we would be open to that.
All our records are at your disposal should you need to verify any of our statements.
Once again, thank you for your expertise in resolving this matter.
[redacted] and [redacted]
XXX-XXX-XXXX
Final Business Response /* (4000, 12, 2015/10/27) */
Dear Ms. [redacted],
I reviewed the file and my associate, Ms. [redacted], spoke with Mrs. [redacted] on October 16, 2015, and explained that our technicians believe the failure of the refrigerator is a crack in the refrigerator lining (which is not covered according to the terms and conditions of the Plan). If Ms. [redacted] has additional information from an Out-Of-Network Contractor that she believes should be considered, she was advised to submit the information to Ms. [redacted] for review.
If she has any questions, please advise her to contact Ms. [redacted] at XXX-XXX-XXXX Ext. [redacted].
Sincerely,
[redacted]
Plan Compliance Manager
Old Republic Home Protection
Final Consumer Response /* (4200, 16, 2015/10/28) */
(The consumer indicated he/she DID NOT accept the response from the business.)
Not ONE of their technicians said our door had a failed inner lining. Not one of them took our door apart to determine if that was the case. They are making this claim to get out of fixing or replacing our refrigerate.
In order to resolve this dispute, we would like them to proceed with a cash-out resolution. This is something they suggested to us on one of our many phone calls.A like replacement would cost us $2,999.00. We would be willing to settle for a buy out of $1,000.00.

Initial Business Response /* (1000, 5, 2015/09/10) */
Plan XXXXXXXX
Dear Ms. [redacted],
Regarding the renewal eligibility of the Plan for Ms. [redacted]; according to the Plan file and a review of the coverage we've offered over the last two years, we have received $1,360 in Plan fees, and...

paid out almost $3,000 in service cost, for a loss ratio in excess of 160%. For that reason, we have made the decision to not offer renewal.
We apologize for any inconvenience this [redacted] cause Ms. [redacted].
In the event Ms. [redacted] wishes to maintain her home warranty coverage, she [redacted] wish to contact another Home Warranty Company to obtain coverage. We recommend visiting the National Home Service Contract Association website at homeservicecontract.org for a list of reputable companies. We do not suggest companies that sell home warranties strictly over the Internet, as many are not properly licensed and/or regulated as required.
While our goal as an organization is to serve others with a "People Helping People" philosophy, we hope Ms. [redacted] can understand our position, and am sincerely sorry that we cannot offer a renewal for this home going forward.

Respectfully,
[redacted]
Plan Compliance Manager
Old Republic Home Protection

Initial Business Response /* (1000, 5, 2014/07/24) */
Ms. [redacted]
Revdex.com
Re: Plan # XXXXXXXX
Dear Ms. [redacted],
Regarding the service request for the water heater; on behalf of Old Republic Home Protection (ORHP) and its employees, please extend our sincere apologies for the...

circumstances outlined in Mr. [redacted]'s letter.
I assure you, ORHP employees value the trust each of our Plan Holders place in us to resolve their service request in a timely and professional manner and when this does not occur, steps are taken to review what went wrong and implement improvement.
Based on the information Mr. [redacted] provided, I have taken personal responsibility to address the issues outlined with the individuals involved, ensuring they understand the result of their actions and comments.
I have reviewed your file that indicates the $60 Trade Call Fee has not been paid. As a result of the circumstances that occurred, ORHP has agreed to honor your request, and I have waived the $60 Trade Call Fee.
ORHP appreciates Mr. [redacted] taking the time to provide his opinion and perspective of his service experience, which in turn, provides ORHP the opportunity to improve the service we provide to our customers.
Best regards,
[redacted]
Claims Manager
Old Republic Home Protection

Initial Business Response /* (1000, 5, 2014/05/29) */
Ms. [redacted]
Revdex.com
Plan # XXXXXXXX
Dear Ms. [redacted],
Regarding the service request for the air conditioner; I have reviewed the file and the invoice from Mr. [redacted] contractor, Summit Air, and Old Republic Home Protection will...

agree to reimburse Mr. [redacted] for the replacement of his evaporative coil ($1,420).
I have updated the file notes to support this agreement, and please inform him to provide us a copy of the paid invoice at his convenience.
In addition, please extend our apologies to Mr. [redacted] for the difficulty reaching us by phone; we have been experiencing phone issues we hope to resolve very soon.
Best regard,
[redacted]
Claims Manager
Old Republic Home Protection
Initial Consumer Rebuttal /* (2000, 7, 2014/05/30) */
(The consumer indicated he/she ACCEPTED the response from the business.)
This action resolves the concern to my satisfaction. Thanks for your quick response.
//[redacted]

Initial Business Response /* (1000, 6, 2014/07/28) */
Ms. [redacted]
Revdex.com
Re: XXXXXXXX
Dear Ms. [redacted],
On behalf of Old Republic Home Protection and its employees, please extend our sincere thanks to Ms. [redacted] for being an Old Republic Plan Holder. It was a pleasure serving her...

the past several years. Upon review of Ms. [redacted]'s file, we concluded that her Plan is ineligible for renewal. We apologize for any inconvenience this may cause.
Please refer to RENEWAL/TRANSFER/CANCELLATION that states:
"RENEWAL/TRANSFER: This Plan is transferable. This Plan may be renewed at our discretion only. In that event, you will be notified of the prevailing rate and terms of renewal. Premium rates may increase upon renewal..."
In the event Ms. [redacted] wants to maintain your home warranty coverage, she may wish to contact another Home Warranty Company to obtain coverage. We recommend visiting the National Home Service Contract Association website at homeservicecontract.org for a list of reputable companies. We do not suggest companies that sell home warranties strictly over the internet, as many are not properly licensed and/or regulated as required.
Once at the site, click on the map, click on the appropriate state, and a list of NHSCA Member companies that conduct business in that state will appear. Please do not call the NHSCA, as they do not recommend specific providers, and are not staffed to provide additional assistance.
Again, we apologize for any inconvenience our decision has caused Ms. [redacted].
Respectfully,
Old Republic Home Protection Co., Inc.
Initial Consumer Rebuttal /* (3000, 8, 2014/07/29) */
(The consumer indicated he/she DID NOT accept the response from the business.)
No explanation was given other than it was their decision to not renew. As I stated, a home warranty is for unexpected repairs. Over the course of ten years I have always paid my premiums on time and always paid the contractors at the time of service. During the course of ten plus years with Old Republic, one should expect to call upon their warranty provider when an appliance, HVAC, plumbing problems occur. That is why I have kept my home warranty. Unfortunately, if you do actually utilize the plan ... They will not renew if you had any major appliance or HVAC replaced or repaired. Honestly, their policy renewal guidelines are very vague and do not state a reason they decided Not to renew my plan.

Initial Business Response /* (1000, 5, 2015/03/09) */
Ms. [redacted]
Revdex.com
Re: Plan # XXXXXXXX
Dear Ms. [redacted],
Regarding the service request for the septic tank, and Ms. [redacted]'s request for a refund of the Trade Call Fee (TCF); 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 and ORHP has agreed to honor Ms. [redacted]'s request to refund her the $75 TCF. I have processed the TCF refund request, and a check will be mailed to Ms. [redacted] within the next ten business 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]
Claims Manager
Old Republic Home Protection
Initial Consumer Rebuttal /* (2000, 7, 2015/03/10) */
(The consumer indicated he/she ACCEPTED the response from the business.)
As long as they truly fulfill their end in sending a refund I am satisfied.

Initial Business Response /* (1000, 5, 2014/07/23) */
Re: Plan # XXXXXXXX
Dear Ms. [redacted],
Regarding the denial of coverage for the water leak; I have reviewed the file and the following is a brief summary of your service request.
06/04/14 Plan becomes effective for the Plan...

Holder.
06/16/14 Service request: water leak in master bathroom drain
The Plan Holder informed us that when he moved in to the home on June 9th, 2014, he found the shower drain was loose and leaking water, and it appeared the drain was not connected properly. Service was denied based on the terms and conditions of the Plan.
Please refer to page 7 of the Plan titled When You Need Us that stats:
"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"
06/19/14 At the request of our Account Executive, Old Republic Home Protection (ORHP) agreed, as a matter of goodwill, to dispatch an Independent Network Service Provider to diagnose the cause of the water leak.
Dispatched : Easy Rooter Plumbing & Drain Cleaning
Status: Jonathan from Easy Rooter Plumbing & Drain Cleaning called and informed us that when he spoke with the Plan Holder to schedule service, the Plan Holder advised him the drain pipe is located in the crawl space under the home and the Plan Holder determined the cause of the leak is the basket strainer; the plumber does not have insurance to service in crawl spaces, and requested we dispatch the service request to a different Independent Network Service Provider.
ORHP called the Plan Holder and we informed him the Plan does not provide coverage for the basket strainer; the Plan Holder cancelled the service request.
Please refer to page 3 of the Plan under Plumbing Coverage that states:
"Not Covered: ..... basket strainer ... "
06/23/14 Denial of coverage letter regarding the pre-existing condition was mailed to the Plan Holder.
06/30/14 ORHP received the letter from the California Department of Insurance.
07/01/14 Denial of coverage letter regarding the basket strainer was mailed to the Plan Holder.
We apologize 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, please inform him to contact us at XXX-XXX-XXXX for
assistance.
Sincerely,
[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.)
Old Republic's response is unacceptable for the reasons already stated.
The cause of the problem was NOT a basket strainer; a basket strainer is a drain plug for a kitchen sink. This was a shower, not a kitchen sink. The cause of the problem was a drain assembly which no longer made contact with shower floor, which would allow water to seep around the shower drain to whatever lay below. I still have the parts that were removed by my plumber when the repair was made. No one from Old Republic or anyone representing them (e.g., an actual PLUMBER) ever came in person to look at the problem; so in fact they really have no idea what they're talking about.
As for the issue with the crawl space, that is not my problem. Hire a different plumber if you have to, but there is nothing in my contract that excludes issues which involve accessing the crawl space.
Bottom line: Patently unacceptable and unreasonable response.

Initial Business Response /* (1000, 5, 2014/09/26) */
Ms. [redacted]
Revdex.com
Re: Plan XXXXXXXX
Dear Ms. [redacted],
Regarding the service request for the plumbing stoppage; on behalf of Old Republic Home Protection (ORHP) and its employees, please extend our sincere apologies for the...

circumstances outlined in Mr. [redacted]'s letter.
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, and ORHP has agreed as a gesture of goodwill, to honor Mr. [redacted]'s request to waive the $60 Trade Call Fee.
ORHP appreciates Mr. [redacted] taking the time to provide his opinion and perspective of his service experience, which in turn, provides ORHP the opportunity to improve the service we provide to our customers.
Best regards,
[redacted]
Claims Manager
Old Republic Home Protection
Initial Consumer Rebuttal /* (2000, 7, 2014/09/29) */
(The consumer indicated he/she ACCEPTED the response from the business.)
I humbly accept the waiver of the $60 fee but would also hope that the company, ORHP, will address this matter and adjust their SOP, standard Operating Procedures, to insure other insured home owners will have a better experience with the service they paid for and expect. Also, it is important that the professional who is dispatched to fix or resolve a problem that the home owner has, is a true professional with a commitment to do the very bust job.

Respectfully,
[redacted]

Initial Business Response /* (1000, 5, 2015/08/20) */
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 accept 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.
I have reviewed the file that indicates on August 19, 2015, my associate, Ms. [redacted], spoke with Ms. [redacted] to schedule an appointment with Sears, and Ms. [redacted] advised her that she would contact Sears to schedule the appointment.
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, 2015/08/21) */
(The consumer indicated he/she DID NOT accept the response from the business.)
I accept the apology, however I would like to have the trade call fee waived. I have a family of 5, and we have been without this dishwasher longer than what would be considered a minor inconvenience. I have since rescheduled, but had to push the date back even further due to financial constraints. Is it possible to have the trade call fee waived? I believe that this situation would warrant it. Also please note that Mr. [redacted] called, not Ms. No offense taken, just a note.
Final Business Response /* (4000, 9, 2015/08/26) */
Ms. [redacted],
Please advise Mr. [redacted] that the Trade Call Fee has been waived as a gesture of goodwill.
Sincerely,
[redacted]
Plan Compliance Manager
Old Republic Home Protection
Final Consumer Response /* (2000, 11, 2015/08/27) */
(The consumer indicated he/she ACCEPTED the response from the business.)

Initial Business Response /* (1000, 5, 2015/01/23) */
Ms. [redacted]
Revdex.com
Re: Plan XXXXXXXXX
Dear Ms. [redacted],
Regarding the cancellation of Ms. [redacted]'s Plan; 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 have reviewed the file and confirmed the Plan will be cancelled, and Ms. [redacted] will receive a refund of the unearned Plan fee.
If she has any questions, please inform her to contact the Accounting Department at
XXX-XXX-XXXX for assistance.
Sincerely,
[redacted]
Claims Manager
Old Republic Home Protection
Initial Consumer Rebuttal /* (2000, 7, 2015/02/02) */
(The consumer indicated he/she ACCEPTED the response from the business.)
I will accept the case for now, but I have not received the refund yet. If I do not receive the refund, I will be opening the case back up.

Initial Business Response /* (1000, 5, 2015/07/31) */
Ms. [redacted]
Revdex.com
Re: Plan XXXXXXXX
Dear Ms. [redacted],
Regarding the service request placed November 14, 2014 for the refrigerator, and payment of the trade Call Fee; I have reviewed the file which indicated that Old Republic...

Home Protection did not receive the invoice from All City Appliance until June 10, 2015. According to their invoice the Trade Call Fee was not collected which initiated the billing process for the Trade Call Fee (i.e. we do not invoice the Plan Holder for the Trade Call Fee until we receive the invoice from the Service Provider, so can determine if it was collected). Please extend our sincere apology that we did not receive the information from the All City Appliance until seven months after they completed the repair.
I have attempted to contact All City Appliance several times to confirm if the Trade Call Fee was paid by Ms. [redacted]; as of today they have not responded.
In order to resolve this situation, and strictly as a matter of goodwill, I have removed the past due Trade Call Fee from Ms. [redacted]'s file. Also, please advise Ms. [redacted] that her file reflects there are no other Trade Call Fee due.
If Ms. [redacted] has any questions, please advise her to contact me at XXX-XXX-XXXX ext. [redacted].
Sincerely,
[redacted]
Claims Manager
Old Republic Home Protection

Initial Business Response /* (4000, 7, 2014/06/05) */
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 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.
I have reviewed the file, and it indicates ORHP has agreed, strictly as a matter of goodwill, to reimburse Mr. [redacted] for the repair completed by his Independent Out-Of-Network Contractor.
If Mr. [redacted] has any questions, please inform him to contact my associate, Ms. [redacted], at XXX-XXX-XXXX ext. [redacted] for assistance.
ORHP appreciates Mr. [redacted] taking the time to provide his opinion and perspective of his service experience, which in turn, provides ORHP the opportunity to improve the service we provide to our customers.
Best regards,
[redacted]
Claims Manager
Old Republic Home Protection
Initial Consumer Rebuttal /* (2000, 9, 2014/06/06) */
(The consumer indicated he/she ACCEPTED the response from the business.)
Final Business Response /* (4000, 10, 2014/06/06) */
[redacted],
Please close this out, the Plan Holder is being provided a reimbursement and has acknowledged that in the attached. Thank you
Best regards,
[redacted]
Final Consumer Response /* (2000, 12, 2014/06/09) */
(The consumer indicated he/she ACCEPTED the response from the business.)

Initial Business Response /* (1000, 5, 2014/06/18) */
Ms. [redacted]
Revdex.com
Re: Plan # XXXXXXXX
Dear Ms. [redacted],
Regarding the service request for the water heater; on behalf of Old Republic Home Protection (ORHP) and its employees, please extend our sincere apologies for the...

circumstances outlined in Mr. [redacted]' 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.
I have reviewed the file that indicates the technician from JP Plumbing has scheduled an appointment with Mr. [redacted] to install the correct water heater gas valve.
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