Old Republic Home Protection Company, Inc.

Initial Business Response /* (1000, 5, 2015/09/16) */
Ms. [redacted]
Revdex.com
RE: Plan # XXXXXXXX
Dear Ms. [redacted],
Regarding the service request for the ceiling fan; on behalf of Old Republic Home Protection (ORHP) and its employees, please extend our sincere apologies for the...

circumstances outlined in Ms. [redacted]'s letter.
ORHP, like other home warranty companies, uses Independent Network Service Providers to service our Plan Holders. Although efforts are made to dispatch qualified Service Providers that can provide quality service, occasionally circumstances occur that are unacceptable to ORHP and our Plan Holder.
I assure you, ORHP employees value the trust each of our Plan Holders place in us to resolve their service request in a timely and professional manner and when this does not occur, steps are taken to review what went wrong and implement improvement.
Based on the information Ms. [redacted] provided, I have taken personal responsibility to address the issues outlined with the Service Providers and individuals involved, ensuring they understand the result of their actions and comments.
As a result of the circumstances that occurred, and strictly as a matter of goodwill, on September 11, 2015, my associate, Mr. [redacted], Call Center Supervisor, agreed to honor your request to waive the Trade Call Fee.
ORHP appreciates Ms. [redacted] taking the time to provide her opinion and perspective of her service experience, which in turn, provides ORHP the opportunity to improve the service we provide to our customers.
Best regards,
[redacted]
Plan Compliance Manager
Old Republic Home Protection
Initial Consumer Rebuttal /* (2000, 7, 2015/09/17) */
To Whom it [redacted] concern, you can dismiss this complaint, the company Old Republic has responded and waived the fee so this has been resolved. Thank you, [redacted], complaint case # XXXXXXXX

Initial Business Response /* (1000, 5, 2015/11/09) */
Ms.[redacted]
Revdex.com
Re: Plan XXXXXXXX
Dear Ms. [redacted],
Regarding the service request for the air conditioner, and Ms. [redacted]'s request to replace her electrical panel; I have reviewed the file that indicates the technician...

from Elite A/C diagnosed that when a lizard came in contact with the connections of the capacitor, it shorted out the capacitor.
Please refer to page 8 of the Plan that states:
"GENERAL LIMITATIONS. THIS PLAN DOES NOT COVER:
C. Damage caused by people, pests, or pets."
With regard to Ms. [redacted]'s insurance carrier requiring her to replace her electrical panel; the Plan provides coverage if there is a malfunction to a covered system or appliance, in accordance with the terms and conditions of the Plan.
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:
C) Have become inoperable due to normal wear and use (including rust, corrosion, and
chemical or sediment build-up), after the effective date of coverage. Pre-existing
conditions are not covered."
If Ms. [redacted] has any questions, please advise her to contact us at XXX-XXX-XXXX for assistance.
Sincerely,
[redacted]
Plan Compliance Manager
Old Republic Home Protection
Initial Consumer Rebuttal /* (3000, 7, 2015/11/10) */
(The consumer indicated he/she DID NOT accept the response from the business.)
I don't believe that a lizard would short out a capacitor to begin with. But giving the benefit of the doubt, this particular lizard looked like it had been there for months. The a/c only shorted out the day before.
As for the electrical panel, my insurance company is forcing me to change it because they claim these are faulty panels.
Final Business Response /* (4000, 9, 2015/11/16) */
Dear Ms. [redacted],
Regarding Ms. [redacted]'s request to replace her electrical panels; I'm not sure what Ms. [redacted] means by her statement that the electrical panels are "faulty". As referenced previously, if there is a malfunction to a covered system or appliance, in this case, the electrical panel, please advise Ms. [redacted] to place a service request, and Old Republic Home Protection (ORHP) will dispatch an Independent Network Service Provider to diagnose the malfunction and recommend the necessary repair.
If Ms. [redacted]'s insurance carrier is requiring her to upgrade the electrical panel (i.e. replace it because it is old); coverage would not apply.
Please extend our apologies to Ms. [redacted] that the terms and conditions of the Plan would 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 Ms. [redacted] wishes to place a service request for her electrical panel, please advise her to contact us at XXX-XXX-XXXX for assistance.
Sincerely,
[redacted]
Plan Compliance Manager
Old Republic Home Protection
Final Consumer Response /* (4200, 11, 2015/11/18) */
(The consumer indicated he/she DID NOT accept the response from the business.)
By "faulty" I mean that when I bought the house, the existing electrical panel was a Federal Pacific, who apparently manufactured some faulty panels. This is why the insurance company required me to replace it. I had to get it replaced quickly or the insurance company would drop my coverage. I couldn't wait to get a resolution with ORHP.
ORHP hasn't responded to my complaint about being reimbursed for the capacitor in the a/c unit. Their subcontractor's contention that this was caused by a lizard is bogus and unfair

Initial Business Response /* (1000, 5, 2015/10/07) */
Ms. [redacted]
Revdex.com
Re: Plan XXXXXXXX
Dear Ms. [redacted],
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. [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 Providers 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 follow up and ensure the service request is resolved in a timely manner. If Mr. [redacted] has any questions, please advise him to contact Ms. [redacted] at XXX-XXX-XXXX Ext. [redacted] for assistance.
ORHP appreciates Mr. [redacted] taking the time to provide his opinion and perspective of his service experience, which in turn, provides ORHP the opportunity to improve the service we provide to our customers.
Best regards,
[redacted]
Plan Compliance Manager
Old Republic Home Protection
Initial Consumer Rebuttal /* (2000, 7, 2015/10/08) */
(The consumer indicated he/she ACCEPTED the response from the business.)
I accept the company's response as they offered to pay for my oven. I want to not that it was only after I filed a complaint with the Revdex.com that the company decided to take some action in this case

Initial Business Response /* (1000, 5, 2015/10/28) */
Ms. [redacted]
Revdex.com
Re: Plan XXXXXXXX
Dear Ms. [redacted],
Regarding the Trade Call Refund (TCF); I have reviewed the file that indicates that the TCF refund was processed on October 27, 2015, and Mr. [redacted] should receive it...

within the next 20 days.
If Mr. [redacted] has any questions, please advise him to contact me at XXX-XXX-XXXX Ext. 1224.
Sincerely,
[redacted]
Plan Compliance Manager
Old Republic Home Protection

Initial Business Response /* (1000, 5, 2015/04/15) */
Ms. [redacted]
Revdex.com
Re: Plan # XXXXXXXX
Dear Ms. [redacted],
Regarding the service request for the heating system; on behalf of Old Republic Home Protection (ORHP) and its employees, please extend our sincere apologies for the...

circumstances outlined in Ms. [redacted]' letter.
ORHP, like other home warranty companies, uses independent part suppliers to service our Plan Holders. Although efforts are made to obtain repair parts in a timely manner, occasionally there are delays 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, my associate, Ms. [redacted] has spoken with Ms. [redacted], and will follow up to ensure the repair part is received, and scheduled for installation, in a timely manner.
If Ms. [redacted] has any questions, please advise her to contact Ms. Nicholson 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 Business Response /* (1000, 5, 2014/06/03) */
Ms. [redacted]
Revdex.com
Re: Plan # XXXXXXXX
Dear Ms. [redacted],
Regarding the service request for your garage door opener; 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 Providers and individuals involved, ensuring they understand the result of their actions and comments.
According to your file, the repair of the garage door opener springs was completed on [redacted] 30th, 2014.
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, 2014/06/08) */
(The consumer indicated he/she ACCEPTED the response from the business.)

Initial Business Response /* (1000, 5, 2015/01/13) */
[redacted]
Revdex.com
Re: Plan XXXXXXXX
Dear Ms. [redacted],
Regarding the service requests for the air conditioning ducts and pool filter, and payment of the Trade Call Fees; I have reviewed the file and the following is a brief...

summary of the service requests.
07/02/14 Service request: air conditioner is not blowing cool air
Dispatched: JDS Heating & Air
07/07/14 Status: the technician diagnosed the evaporative coil needs to be cleaned and there were holes in the duct insulation. My associate, Mr. [redacted] spoke with Ms. [redacted] and informed her of the diagnosis. Ms. [redacted] advised Mr. [redacted] that she would have the repair completed by an Out-Of-Network Contractor (OONC) and if there were any discrepancies in the diagnosis that she would contact us.
As of today, we have not received a call from Ms. [redacted] regarding this service request.
Please refer to page 8 of the Plan titled Limitations of Liability under General Limitations that
states:
"This Plan does not cover:
B. routine maintenance and cleaning."
Also, please refer to page 3 of the Plan under Heating System/Ductwork Coverage that states:
"Not Covered: ... insulation ... "
11/10/14 Service request: the pool filter is leaking water
Dispatched: Aqua Brite Pool & Spa
Status: the technician diagnosed that improper fittings were used on the pool filter, which has caused the filter to leak water.
Please refer to page 8 of the Plan titled Limitations of Liability under General Limitations that states:
"This Plan does not cover:
E. Improper repair/installation/modification of the covered item."
11/25/14 My associate, Ms. [redacted], spoke with Ms. [redacted] who advised us that she would obtain the opinion of an OONC and provide it to us for review.
12/03/14 Old Republic Home Protection (ORHP) received the diagnosis and estimate from Ms. [redacted]'s OONC for review.
01/12/15 The invoice reviewed by Mr. [redacted] Call Center Supervisor, indicated the pool filter had failed from normal wear, and must be replaced. Mr. [redacted] has contacted Ms. [redacted] and informed her that ORHP will send her a check for $675 which represents the estimate from the OONC that diagnosed the pool filter.
With regard to the Trade Call Fees, please refer to page 7 of the Plan 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."
On behalf of 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.
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.
Sincerely,
[redacted]
Claims Manager
Old Republic Home Protection
Initial Consumer Rebuttal /* (2000, 8, 2015/01/15) */
(The consumer indicated he/she ACCEPTED the response from the business.)
This is not what occurred I had the coils cleaned and the insulation repaired. The service provider was only there to fix the duct work. If you read the statement you would have seen that my complaint only involved what was covered. See page 2 under standard coverage that sites ductwork and associated indoor heating equipment , heat pump, refrigerant lines if necessary as part of a covered replacement we will upgrade a heat pump ect. Are covered. Since you want to skirt the issue I will reopen the first complaint.

Initial Business Response /* (1000, 5, 2014/10/31) */
Ms. [redacted]
Revdex.com
Re: Plan # XXXXXXXX
Dear Ms. [redacted],
Regarding the service request for the air conditioner; on behalf of Old Republic Home Protection (ORHP) and its employees, please extend our sincere apologies for the...

circumstances outlined in Ms. [redacted]'s letter.
ORHP, like other home warranty companies, uses Independent Network Service Providers to service our Plan Holders. Although efforts are made to dispatch qualified Service Providers that can provide quality service, occasionally circumstances occur that are unacceptable to ORHP and our Plan Holder.
I assure you, ORHP employees value the trust each of our Plan Holders place in us to resolve their service request in a timely and professional manner and when this does not occur, steps are taken to review what went wrong and implement improvement.
Based on the information Ms. [redacted] provided, I have taken personal responsibility to address the issues outlined with the Service Provider and individuals involved, ensuring they understand the result of their actions and comments.
I have reviewed the file and based on the circumstances that occurred, ORHP has agreed to honor Ms. [redacted]'s request, and the Trade Call Fee will be refunded to her 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 Business Response /* (1000, 5, 2015/11/04) */
Ms. [redacted]
Revdex.com
RE: Plan # XXXXXXXX
Dear Ms. [redacted],
Regarding the service request for the refrigerator; on behalf of Old Republic Home Protection (ORHP) and its employees, please extend our sincere apologies for the...

circumstances outlined in Ms. [redacted] letter.
ORHP, like other home warranty companies, uses Independent Network Service Providers to service our Plan Holders. Although efforts are made to dispatch qualified Service Providers that can provide quality service, occasionally circumstances occur that are unacceptable to ORHP and our Plan Holder.
I assure you, ORHP employees value the trust each of our Plan Holders place in us to resolve their service request in a timely and professional manner and when this does not occur, steps are taken to review what went wrong and implement improvement.
Based on the information you provided, I have taken personal responsibility to address the issues outlined with the Service Providers and individuals involved, ensuring they understand the result of their actions and comments.
According to the file, my associate, Mr. [redacted], and Ms. [redacted], Call Center Supervisor, are reviewing the file and will ensure the service request is resolved in a timely manner. If Ms. [redacted] has any questions, please advise her to contact Mr. [redacted] at XXX-XXX-XXXX Ext. [redacted], or Ms. [redacted] at Ext. [redacted].
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, 2015/11/05) */
(The consumer indicated he/she DID NOT accept the response from the business.)
I am NOT Ms. [redacted], this is addressed to the wrong customer/another complaint file. This further proves how incompetent this company is.
Final Business Response /* (4000, 9, 2015/11/06) */
Ms. [redacted],
Please advise Ms. [redacted] that our responses to the Revdex.com (Revdex.com)are made directly to you, and not the Plan Holder. My apologies for the confusion.
As for the service request I have spoken with Ms. [redacted] and based on my review of the file, she is aware that Old Republic Home Protection has agreed to dispatch an appliance Service Provider to schedule an appointment to provide service.
Sincerely,
[redacted]
Plan Compliance Manager
Final Consumer Response /* (2000, 11, 2015/11/09) */
(The consumer indicated he/she ACCEPTED the response from the business.)
Mr. [redacted] has taken corrective action to remedy the situation. His prompt attention was appreciated.

Initial Business Response /* (1000, 5, 2014/04/30) */
Ms. [redacted]
Revdex.com
Re: Plan # XXXXXXXX
Dear Ms. [redacted],
Regarding the service request placed by Mr. [redacted] on November 7th, 2104 for his furnace; I have reviewed the file and have spoken to[redacted], the owner of Viking Heating &...

Air, the independent network Service Provider dispatched by Old Republic home Protection. According to [redacted] he visually inspected the furnace while it was in operation, and there was no malfunction to the furnace that would indicate a crack in the heat exchanger or the emission of carbon monoxide. In addition, [redacted] used a CO tester while the furnace was operating and there was no indication of a carbon monoxide leak.
[redacted] also observed that the home is equipped with CO detectors, and they did not indicate that there was CO present in the home while the furnace was in operation.
Based on the diagnosis of the furnace while[redacted] was at the home, there were no repairs to authorize.
If Mr. [redacted] has any questions, or additional information that he believes should be considered, please inform him to contact me as soon as possible.
Sincerely,
[redacted]
Claims Manager
Old Republic Home Protection
Initial Consumer Rebuttal /* (3000, 7, 2014/05/05) */
(The consumer indicated he/she DID NOT accept the response from the business.)
Dear Mr [redacted] and Ms.[redacted],
As I mentioned I had a separate company called Beutler Air Conditioning and Plumbing come to my home on November 6th, when they first diagnosed the crack in heat exchanger during their regular maintanence visit. I have documents I can fax to you regarding their assessment. When[redacted] from Heating and Air visited our home(on the behalf of Old Republic) he relit the pilot and stated everything was ok. He only tested for the emission of CO when I asked him about the crack. Also, I was the one that asked him if our home was equipped with a carbon monoxide detector and if he could show me where it is located. He was in a rush and said that it's usually located with the smoke dectector and I could check on my own when I had time. I also have documents from Kleen air heating and air conditioning when they cleaned all our ducts and furnaces on October X XXXX. I can fax these also. Again, when Beutler came in for their regular maintenace April 21,2014 they noted that the heat exchanger was still cracked. When I called old republic on April 22 and spoke with an agent and she first agreed that a cracked heat exchanger was very dangerous and that they could send someone out. But when I explained that my plan ended in March 2014, she said that they could not do anything b/c the claim was more than 30 days old. I asked her if I could get this in writing or if I could record our conversation. She did not give me permission to do so. I asked to speak with a supervisor and she told me that a cracked heat exchanger would only be replaced if it was actively leaking carbon monoxide. Therefore, b/c it was not actively leaking carbon monoxide but it was cracked, it did not matter b/c it was still operational to their standards.
My concern is that I did not realize how dangerous a crack heat exchanger was b/c[redacted] from Viking said the unit was operational and that we were okay. But now when Beutler did their assessment in April 2014 and sat me down and told me about the danger of leaking carbon monoxide and the danger of spontaneous combustion, I realize that this was something that Old Republic should have taken more seriously.
I would like Old Republic along with Viking Heating and Air to replace my upstairs furnace. If they will not do it I would like in writing why they will not do it and an explaination on why a cracked heat exchanger is okay.
Thank you,
[redacted]
Final Business Response /* (4000, 9, 2014/05/09) */
Ms. [redacted]
Revdex.com
Re: Plan XXXXXXXX
Dear Ms. [redacted],
Regarding the diagnosis of his furnace by [redacted] the owner of Viking Heating & Air; please inform Mr. [redacted] that [redacted] has informed me, as I noted in my previous response, that when he was at the home inspecting the furnace, he did not diagnose a crack in the furnace that was emitting toxic levels of CO. If there was a hairline crack present in the furnace, it was not allowing dangerous levels of CO to escape from the heat exchanger; therefore, no repairs would have been authorized.
[redacted] has assured me at the time of his visit, the furnace was operating as designed and his tests determined there was no leakage of CO from the furnace. I assure you, if a crack was found by[redacted] that rendered the furnace unsafe to operate, he would have informed Old Republic Home Protection and we would have authorized replacement in accordance with the terms and conditions of the Plan.
If Mr. [redacted] has any information to contrary, regarding the condition of the furnace at the time [redacted] completed his diagnosis, please inform him to provide it to me for review.
Sincerley,
[redacted]
Claims Manager
Old Republic Home Protection
Final Consumer Response /* (4200, 11, 2014/05/21) */
(The consumer indicated he/she DID NOT accept the response from the business.)
Dear [redacted]
You mentioned that if I have information proving that the furnace was cracked I should forward it to you... yet you fail to provide a contact number or fax number. Regardless I did contact Old Republic and I discussed that I had two evaluation reports from another company... one before[redacted]s visit and one after. Your company stated that it was past the 90 day period of the original claim.
I am doing everything you asked and yet we have not make any progress with a resolution. Thank you. [redacted].

Initial Business Response /* (1000, 5, 2015/11/09) */
Ms. [redacted]
Revdex.com
RE: Plan # XXXXXXXX
Dear Ms. [redacted],
Regarding the service request for the master bathtub valve; 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.
According to the file, Mr. [redacted], Call Center Supervisor, has been assigned to review the file and [redacted] contact Mr. [redacted] to discuss a resolution for his service request. If Mr. [redacted] has any questions, please advise him to contact Mr. [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]
Plan Compliance Manager
Old Republic Home Protection

Initial Business Response /* (1000, 5, 2015/03/11) */
Ms. [redacted]
Revdex.com
Re: Plan XXXXXXXX
Dear Ms. [redacted],
Regarding the past due $60 Trade Call Fee; I have reviewed the file which indicates on September 30, 2014, our Independent Network Service Provider diagnosed that the water...

heater installed by Old Republic Home Protection (ORHP) in November 2009 was leaking and had to be replaced. Although the water heater tank was under the manufacturer warranty, and there was no cost to obtain a replacement, the manufacturer did not cover the cost to install a new water heater. As a result, ORHP covered the labor cost ($275) to install a replacement water heater.
Please refer to page 7 of the Plan 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 inform Mr. [redacted] to remit the past due Trade Call Fee at his earliest convenience.
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
Initial Consumer Rebuttal /* (3000, 7, 2015/03/13) */
(The consumer indicated he/she DID NOT accept the response from the business.)
What company is the trade fee for ?
Final Business Response /* (4000, 9, 2015/03/16) */
Ms. [redacted],
Please inform Mr. [redacted] that the Trade Call Fee is invoiced on the first service request dispatched to Veterens Plumbing, even though the service request was transferred to Alan's Plumbing; Mr. [redacted] will not be invoiced for a Trade Call Fee for the service provided by Alan's Plumbing.
If Mr. [redacted] has any questions, please inform himm to contact us at XXX-XXX-XXXX for assistance.
Sincerely,
[redacted]
Old Republic Home Protection

Final Consumer Response /* (4200, 11, 2015/03/22) */
(The consumer indicated he/she DID NOT accept the response from the business.)
Old republic picked veterns plumbing, when they had the records to show that in less than two years, the water heater had a manufator warranty, that was told to us by old repbulic customer service, thats why veterns didn't replace it. Old replubic made the mistake which was along line of them, that they made. Old republic would not let us pick the company to come out. Old republic made the mistake, not us Iam not paying for their incompontice. Also veterns never asked for payment, becausce they didnt do the repair. Veterns plumbing told us that the company that put in the water heater handle the warranty. It took over a week for old republic to give us allens plunmbing as the installer. With luck the water heater lasted until allens replaced it.So far this is the fastest responses form old republic ever, before when we need help they did not come through.
Thanks

Initial Business Response /* (1000, 5, 2015/06/24) */
Ms. [redacted]
Revdex.com
Re: Plan XXXXXXXX
Dear Ms. [redacted],
Regarding the service request for the air conditioner; I have reviewed the file that indicates the Independent Network Service Provider diagnosed that the air handler...

failed and had to be replaced. As a result, even though the heat pump condenser did not fail, a Florida Regulation requires that the heat pump condenser must also be replaced.
Please refer to page 8 of the Plan that states:
"General Exclusions:
B. If additional costs are incurred in order to comply with regulations, we will not be
responsible for the added expense."
According to the file, on June 12, 2015, my associate, Ms. [redacted] spoke to Ms. [redacted] and she agreed to accept $756.50 as cash settlement for the air handler replacement, which represents our cost for the covered repair. In addition, and strictly as a matter of goodwill, Ms. [redacted] also provided Ms. Solana an additional $250. The file indicates a check for $1,006.50 was mailed to Ms. [redacted] on June 17, 2015.
Please extend our apology 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 advise her to contact Ms. [redacted] at XXX-XXX-XXXX ext.[redacted] for assistance.
Sincerely,
[redacted]
Claims Manager
Old Republic Home Protection
Initial Consumer Rebuttal /* (3000, 7, 2015/06/25) */
(The consumer indicated he/she DID NOT accept the response from the business.)
Original call for service was June 4, 2015, when a/c quit working. June 12, 2015, is when they offered a settlement for the air handler, still denying replacing entire unit & stating I would have $4900 out of pocket to get the a/c running as required by State Regulations & per their In Network Service Reps recommendations. I am not satisfied as there is no mention of the poor service re: delay in phone calls, 9 days without a/c, the In Network Service providers both indicating the entire a/c needed replaced based on age and condition of the units (which I have in writing from one of them), Ms [redacted] stating to add coolant was "illegal" when it is not and appears was stated to avoid paying for the expensive coolant to be added, therefore, leaving us with no a/c for 9 days. As mentioned in the original complaint, coolant was added on Day 10 by a reputable company and our a/c cooled for 3 days until new a/c at our expense was installed. The In Service Network Provider could have added coolant on the first visit and we would not have been without A/C for 9 days. ORHP representatives would not call back when they said they would and a day or two would pass. All the while, our home was 87-90 degrees, our daughter & I became ill with a sinus infection which required time off work, doctors' visits and antibiotics. I also had to take time off for the Service Reps to come out twice & spent countless hours waiting on phone calls from ORHP to get our A/C working. It seems to be a tactic used by the company to stall as long as they can because a family can only go so long with no a/c in June in Florida. They provided no service except their In Network providers using keywords "improper installation" (after 23 yrs a/c working) and relying on fine print to deny paying. How ethical is it when their "In Network Service Provider" comes into our home, looks at our A/C, states the entire thing needs replaced but wont be covered under warranty because it was improperly installed? Why is their service provider, whom is said to be independent, telling us it is not covered under warranty (is he trained to use keywords that meet denial criteria?) That was our first encounter with this issue. I called ORHP after the first Service Provider left and was told by [redacted], Authorizing Agent, it was denied and denials do not get reversed and they did not have to pay. [redacted] was very rude and argumentative when I was persistent in wanting to speak to a supervisor. [redacted] put me through to [redacted] whom stated he was a supervisor. [redacted] was going to investigate and call me back first thing Monday morning. Never heard from him again. I called several more times and finally spoke to Ms. [redacted]. In the end, it was determined it wasn't improperly installed. After 9 days of disputing, they paid $1006 for partial replacement. Therefore, it is no surprise ORHP refused to replace the entire A/C, denying it on fine print in the warranty. How can this company provide a warranty in the State of Florida but not have to comply with State Regulations? This appears to be something the Attorney General's Office needs to review as consumers are paying for a warranty that does not comply with State Regulations. I believe Ms. [redacted] lied about it being illegal to add coolant, yet telling me to do it on the side and pay out of pocket (should have realized then it was a tactic to avoid paying for expensive coolant). Her dishonesty contributed to 9 days without Air Condition in our home. I am seeking reimbursement for our out of pocket expenses for the A/C to be replaced entirely (which is still less than if they used their In Network Service Providers to replace it). I believe I could seek additional reimbursement in small claims court for the illness expenses related to no a/c during high pollen counts which we are allergic to, dishonesty re: coolant being added, and time off work for a 2nd opinion when it is reasonable to believe a unit in place for 23 yrs exceeded it's life time regardless of installion. (I work 12 hr shifts and can not take off partial days, therefore missing 24 hrs for Service Reps to come out and additional time off for illness). All seem to be stalling tactics in my opinion as each day that passed [redacted] a hot miserable day in our home. All of which could have been avoided had Coolant been provided by the In Network Service Rep on June 5th.
Final Business Response /* (4000, 9, 2015/06/26) */
Dear Ms. [redacted],
Regarding the service request for the air conditioner; on behalf of Old Republic Home Protection (ORHP) and its employees, please extend our sincere apologies for the circumstances outlined in Ms. [redacted]'s letter.
ORHP, like other home warranty companies, uses Independent Network Service Providers to service our Plan Holders. Although efforts are made to dispatch qualified Service Providers that can provide quality service, occasionally circumstances occur that are unacceptable to ORHP and our Plan Holder.
I assure you, ORHP employees value the trust each of our Plan Holders place in us to resolve their service request in a timely and professional manner and when this does not occur, steps are taken to review what went wrong and implement improvement.
Based on the information 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.
As mentioned in my previous response, 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.
As for adding refrigerant when it is known that there is a leak in the system; the EPA has strict guidelines with regard to adding refrigerant when it is known that the refrigerant (which is an Ozone depleting chemical), will leak once it is installed in the system.
Again, we apologize the Plan did not cover all the costs associated with this service request

Best regards,
[redacted]
Claims Manager
Old Republic Home Protection
Final Consumer Response /* (4200, 11, 2015/07/06) */
(The consumer indicated he/she DID NOT accept the response from the business.)
Mr. [redacted], in the end, we were lied to and went 9 days with no a/c only to be told our out of pocket expense would be $4900 with Old Republic paying $1006.00, after two of their Independent Service Contractors said the entire A/C needed replaced based on age, wear and tear and condition. Old Republic refused to pay for the entire A/C, which is required by Florida State Regulations, as the fine print in their contract reads they do not comply with State Regulations. That is the loophole they used to not have to replace our A/C. As previously stated, this loophole was used after others were initially stated to deny the warranty claim. To me, it seems as soon as the unit needed replaced, ORHP "Denied" the claim in a manner that is very familiar to them starting with the Independent Contractor they sent out, onto their Authorizing Agent and continuing with the Escalation Supervisors. As far as the EPA Regulations and refrigerant being added (which was completely within regulations according to EPA Section 609 Clean Air Act) - again, an excuse to not pay. In my opinion, based on my experience, this company is unethical and does not care about the well being of their customers (adding refrigerant on the first service call would have been the right thing to do instead of saying it was illegal). Expensive maybe, but not illegal. I will contact the Attorney Generals Office re: the handling of this claim as I do not understand how ORHP does not have to comply with State Regulations on items they warranty. It is also a great concern of mine that ORHP is dishonest with their customers. Also, in question, is the relationship they have with the Independent Contractors. What are the technicians taught to say and do when they come out? Are they coached in a manner that is not in the best interest of the consumer? Do they service ORHP customers differently than they do other customers during their service calls. Had I been paying for the service call, would refrigerant have been offered to get our A/C running until it could be replaced? I think Yes, as [redacted], Esc Supervisor, told me it was illegal but to pay cash out of pocket to have coolant added. It is all questionable and seems unethical to me. Thank you Revdex.com for the prompt responses of this claim.

Initial Business Response /* (1000, 5, 2014/06/13) */
Ms. [redacted]
Revdex.com
Re: Plan # XXXXXXXX
Dear Ms. [redacted],
Regarding the request for reimbursement for repairs to the refrigerator and 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.
According to the file, my associate, Ms. [redacted] has spoken with Mr. [redacted] and will follow up to assist with resolving his request.
If Mr. [redacted] has any questions, please inform him to contact Ms. [redacted] at XXX-XXX-XXXX ext. [redacted]
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, 2014/06/18) */
(The consumer indicated he/she DID NOT accept the response from the business.)
Got a call from ORHP. Was told they need more information before they can act of this. I had two bills one for the AC repair and the other for the refrigerator repair. I was only able to find the AC paid in full invoice but I did find the dollar amount for the estimate for services for the refrigerator repair....additionally I submitted my bank statement which showed the name of the repair company and the dollar amount paid. I also supplied the names and phone numbers of the repair companies. In my opinion ORHP is stone-walling. I have noticed there have been approximately 800 complaints lodged against this company. Although I realize some people take advantage and want something for nothing...over 800 complaints is excessive and shows there are claims issues with this company.
Final Consumer Response /* (3000, 16, 2014/07/02) */
We received a call from ORHP while on vacation (we have just returned) stating they were waiting for a written inventory of services from the repair company before proceeding (this was not initially asked for). The statement 800 complaints is insignificant due to the vast number of transactions (two million) does not help the 800 folks who have issues. Two million transactions is big business so addressing the portrayed small number of claims positively would be in the company's best interest. A large portion of company's answers to claims is that parts of the failed items were not installed properly or improper maintenance was done. When folks purchase home warranties (like myself) they do not access the history or inner workings of appliances or units. ORHP should send an inspector to the home before a warrantee is granted but they do not. Our claim is for a very reasonable amount and has been spanning over three months. It has now become doubtful our covered claim will be addressed or satisfied. I thank the Revdex.com for it's help in this matter.
Final Business Response /* (4000, 34, 2014/08/29) */
Ms. [redacted],
Please inform Mr. [redacted] that once my associate, Ms. [redacted], receives the requested information, she will complete her review.
Ms. [redacted] can be contacted at XXX-XXX-XXXX ext [redacted] if Mr. [redacted] has any further questions.
Sincerely,
[redacted]
Old Republlic Home Protection

Initial Business Response /* (1000, 5, 2015/05/12) */
Ms. [redacted]
Revdex.com
Re: Plan # XXXXXXXX
Dear Ms. [redacted],
Regarding the service request for the furnace; 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 spoken with Mr. [redacted] and assured him that I will follow up to ensure the replacement of his furnace is completed in a timely manner.
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, 2015/05/13) */
(The consumer indicated he/she ACCEPTED the response from the business.)
Old Republic contacted me shortly after I emailed the Revdex.com regarding my problem. Within 48 hours they had exchanged my existing multi speed furnace with a variable speed furnace and the noise problem is no longer an issue.
I appreciate their quick response and solution to the problem.
Cordially,

Initial Business Response /* (1000, 5, 2014/08/08) */
Ms. [redacted]
Revdex.com
Re: Plan # XXXXXXXX
Dear Ms. [redacted],
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. [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.
With regard to the repair of the drywall by Cahaba Contractors; a rough finish condition to the drywall consists of installing new drywall, taping the edges, and applying one coat of drywall mud. The tape around the seams will still be exposed until the final coating of mud, texture, and paint is applied to the repair.
Please refer to page 8 of the Plan titled Limitations of Liability that states:
3. Access:
"A. When covered heating and plumbing service is performed, access will be
provided through unobstructed walls, ceilings and floors only. In that case, we
will return access opening to a rough finish condition (concrete, mud, wire,
drywall and tape)."
As for Ms. [redacted]'s request for a refund of the Trade Call Fee; I have reviewed the file and as a result of the circumstances that occurred, ORHP has agreed as a matter of goodwill, to honor Ms. [redacted]'s request, and refund the $60 Trade Call Fee; a check will be mailed to her 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, 8, 2014/08/12) */
my complaint has been resolved.

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

circumstances outlined in Ms. [redacted]'s letter.
ORHP, like other home warranty companies, uses Independent Network Service Providers to service our Plan Holders. Although efforts are made to dispatch qualified Service Providers that can provide quality service, occasionally circumstances occur that are unacceptable to ORHP and our Plan Holder.
I assure you, ORHP employees value the trust each of our Plan Holders place in us to resolve their service request in a timely and professional manner and when this does not occur, steps are taken to review what went wrong and implement improvement.
Based on the information 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 my associate, Mr. [redacted] has spoken with the owner of Nice Plumbing, and they are opening a claim with their General Liability Insurance carrier to investigate the water damage that Ms. [redacted] contends occurred during the repair of her air conditioner.
Please inform Ms. [redacted] that once I have received the adjuster's name, contact information, and claim number, I will forward it to her.
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 Business Response /* (1000, 5, 2015/04/01) */
Dear Ms. [redacted],
Please extend our apology to Ms. [redacted] for the delay processing the Trade Call Fee refund for service provided in February. I have spoken with the manager of our Accounting Department, and she has assured me that the...

check will be mailed no later than April 7, 2015.
As for the Trade Call Fee for service provided in December; the Trade Call Fee will not be refunded for service provided.
If Ms. [redacted] has any questions, she can contact us at XXX-XXX-XXXX for assistance.
Sincerely,
Old Republic Home Protection

Initial Business Response /* (1000, 5, 2014/07/29) */
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 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.
According to the file, my associate, Ms. [redacted] has spoken with Mr. [redacted], and will follow up to ensure the service request is resolved in a timely manner.
If Mr. [redacted] has any questions, please inform him to contact Ms. [redacted] for assistance.
ORHP appreciates Mr. [redacted] taking the time to provide his opinion and perspective of his service experience, which in turn, provides ORHP the opportunity to improve the service we provide to our customers.
Best regards,
[redacted]
Claims Manager
Old Republic Home Protection
Initial Consumer Rebuttal /* (3000, 7, 2014/08/04) */
(The consumer indicated he/she DID NOT accept the response from the business.)
Although I was approached by somebody at old republic a few days back to look into the problem, the progress has been at snail pace. I have provided the same copy of third party report that I had provided twice before and have been since waiting. My follow up emails have received no response.
I am very disappointed that something that should have been resolved through customer support quickly needs Revdex.com to intervene at every step.
[redacted]
Final Business Response /* (4000, 9, 2014/08/07) */
Ms. [redacted],
I reviewed the file and my associate, Ms. [redacted] has spoke with Mr. [redacted] on August 6th, and informed him we have left several messages for the Out-Of-Network Contractor, [redacted] Appliance, to discuss their diagnosis and estimate for the repair; as of today they have not returned her call.
Once Ms [redacted] can speak with them to clarify their diagnosis and repair estimate, she will approve covered repairs to be completed.
If Mr. [redacted] has any questions, please advise him to contact Ms. [redacted] at XXX-XXX-XXXX ext [redacted]
Sincerely,
[redacted]
Old Republic Home Protection
Final Consumer Response /* (4200, 12, 2014/08/16) */
(The consumer indicated he/she DID NOT accept the response from the business.)
I have provided direct number of the vendor to Ms. [redacted] The vendor has made himself available and I waiting for Ms [redacted] to call back. I have made her aware of the same 2 days back, but haven't heard back from her.I can't push the vendor beyond a reasonable limit , although he is trying to be accommodating to my requests to be available for any questions.
The progress is still at snail pace and I am not satisfied with the progress. My dishwasher is now broken for around 6 weeks and I don't see any urgency form the service provider to resolve this.

Initial Business Response /* (1000, 5, 2015/07/08) */
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 Ms. [redacted]' letter.
ORHP, like other home warranty companies, uses Independent Network Service Providers and equipment suppliers to service our Plan Holders. Although efforts are made to dispatch qualified Service Providers, and to utilize equipment 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 equipment and been picked up by Mechanical Express, and Ms. [redacted] has been advised that it will be installed on July 9, 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