Old Republic Home Protection Company, Inc.

Every request we have submitted for an entire year has been denied - and the most recent denial they want me to pay a trade call fee of $even though no work was performed

Initial Business Response /* (1000, 5, 2015/01/27) */
*** ***
Revdex.com
Re: Plan XXXXXXXX
Dear Ms***,
Regarding the service request for the range; I have reviewed the file and have spoken with Ms***Based on my review of the file, Home Inspection, and my conversation
with Ms***, Old Republic Home Protection has agreed, as a gesture of goodwill, to provide Ms*** a cash settlement of $which represents our cost for the repair
Ms*** agreed to accept the cash settlement, and she is aware the check will be mailed within the next ten business days
ORHP appreciates Ms*** taking the time to provide her opinion and perspective of her service experience, which in turn, provides ORHP the opportunity to improve the service we provide to our customers
Best regards,
*** ***
Claims Manager
Old Republic Home Protection

I would like to start by saying that today is August 1, and I've been dealing with Old Republic Home Protection since June 20, (for days) to get my AC unit fixedMy husband and I have called this company so many times to follow up with them and repeat ourselves to let them know how urgent it is is to get air conditioner up and running again in our house since we have two toddlers and a senior person at home with over degrees out
My youngest son who is two years old already has heat rash all over his body for the past couple of weeks and they could care less
The have lied to us from day one It took weeks for his technician to finally figure out it was the evaporating coil inside the furnace that was licking At first they said the technician was taking his time because he was actually saving us thousand of dollars due to the evaporating coil not being manufactured anymore because our furnace was old So even though they heard me on the phone frustrated two weeks ago they said we had to wait for him to fix it for another week I called them a week later on 7/to find out what was the status and was informed that the technician couldn't fix it and they were going to place a work order to have it approved to purchase the coilThe tech person called us that same day and said he had the part already purchase but was not authorized to install it because Old Republic said it was not from their preferred vendors
I called Old Republic and asked them why wouldn't they approve to have the part that supposedly no one was manufacturing anymore a week ago and now for some odd reason there's vendors out there making it to be installed since he had itThe rep said it was "too expensive" so they had another vendor that was cheaper and could take up to days to get itI told this person the urgency due to my kids and also because we have been very patient having no AC for over a month with these crazy heat in Southern California
Here I am on 8/1/still waiting to see if now the technician was able to purchase or either order the evaporating coil from Old Republic's vendors since it's cheaper for them but who cares about the people inside that house during this summer season
I just called them but they couldn't get hold of their lazy and rude technician to see if he was able to find it or not
I wouldn't recommend this company, they just care about money, especially saving money and not the well being of their customers even if that is risking their healthIt is the worst customer service I have ever experiencedI can't wait for this one day to get fixed and would never think of renewing my contract with them for another year and waist $for their lack of care

Initial Business Response /* (1000, 5, 2015/01/12) */
Ms*** ***
Revdex.com
Re: Plan XXXXXXXX
Dear Ms***,
Regarding the denial of coverage for the electrical panel; I have reviewed the file and according to the Independent Network Service Provider dispatched by Old Republic
Home Protection (ORHP), the electrical panel is damaged as the result of an electrical overload; the panel is only amps, and the electrical demand for the systems and appliances will require a amp panel to operate properly
Please refer to page of the Plan under Electrical Coverage that states:
Not Covered: Overload
Also, please refer to page of the Plan under General Exclusions 1.Athat states:
"This Plan does not cover:
ASystem or appliance repairs, replacements or upgrades required as a result of:
A malfunction due to lack of capacity of the existing system or appliance"
Please extend our sincere apologies to Mr*** that the terms and conditions of the Plan do not provide coverage in this situationWhile the intent of ORHP is to provide as much coverage as possible, the Plan is not all inclusive and there are limitations which are standard in the home warranty industry
If Mr*** has any questions, please advise him to contact us at XXX-XXX-XXXX for assistance
Sincerely,
*** ***
Claims Manager
Old Republic Home Protection
Initial Consumer Rebuttal /* (3000, 7, 2015/01/13) */
(The consumer indicated he/she DID NOT accept the response from the business.)
I had three independent providers come and check the panelThey determined the load on the unit was maxed out but did not exceed spec thus it failed over time due to wear and tearThe panel has now been replaced by a certified electrician and its been replaced by the same AMP load systemI had no choice other then to replace the panel by a independent provider due to safety concerns and fire hazardI have the providers notes from all three providers and I'm seeking a complete reimbursement of out of pocket cost or at least full reimbursement of the plan cost since its obviously useless
Final Business Response /* (4000, 9, 2015/01/15) */
Ms*** ***
Revdex.com
Re: Plan # XXXXXXXX
Dear Ms***,
Regarding the service request for the electrical panel; on behalf of Old Republic Home Protection (ORHP) and its employees, please extend our sincere apologies for the circumstances outlined in Mr***'s letter
ORHP, like other home warranty companies, uses Independent Network Service Providers to service our Plan HoldersAlthough efforts are made to dispatch qualified Service Providers that can provide quality service, occasionally circumstances occur that are unacceptable to ORHP and our Plan Holder
I assure you, ORHP employees value the trust each of our Plan Holders place in us to resolve their service request in a timely and professional manner and when this does not occur, steps are taken to review what went wrong and implement improvement
Based on the information Mr*** provided, I have taken personal responsibility to address the issues outlined with the Service Provider and individuals involved, ensuring they understand the result of their actions and comments
Please advise Mr*** to provide me the diagnosis and estimates from his Out-Of-Network Contractors regarding his electrical panel for my review
ORHP appreciates Mr*** taking the time to provide his opinion and perspective of his service experience, which in turn, provides ORHP the opportunity to improve the service we provide to our customers
Best regards,
*** ***
Claims Manager
Old Republic Home Protection

Initial Business Response /* (1000, 5, 2014/07/09) */
Ms*** ***
Revdex.com
Re: Plan XXXXXXXX
Dear Ms***,
Regarding the service request for the air conditioner; on behalf of Old Republic Home Protection (ORHP) and its employees, please extend our sincere apologies for the
circumstances outlined in Ms***'s letter
ORHP, like other home warranty companies, uses Independent Network Service Providers to service our Plan HoldersAlthough efforts are made to dispatch qualified Service Providers that can provide quality service, occasionally circumstances occur that are unacceptable to ORHP and our Plan Holder
I assure you, ORHP employees value the trust each of our Plan Holders place in us to resolve their service request in a timely and professional manner and when this does not occur, steps are taken to review what went wrong and implement improvement
Based on the information Ms*** provided, I have taken personal responsibility to address the issues outlined with the Service Provider and individuals involved, ensuring they understand the result of their actions and comments
I have reviewed the file and my associate, MrChafee, has spoken with Ms***, and will follow up to resolve her service request in a timely manner
If Ms*** has any questions, please inform her to contact Mr*** at XXX-XXX-XXXX ext *** for assistance
ORHP appreciates Ms*** taking the time to provide her opinion and perspective of her service experience, which in turn, provides ORHP the opportunity to improve the service we provide to our customers
Best regards,
*** ***
Claims Manager
Old Republic Home Protection

Initial Business Response /* (1000, 5, 2014/07/29) */
Ms*** ***
Revdex.com
Re: Plan # XXXXXXXX
Dear MS ***,
Regarding the service request for the pool equipment; on behalf of Old Republic Home Protection (ORHP) and its employees, please extend our sincere apologies for the
circumstances outlined in Mr***' letter
ORHP, like other home warranty companies, uses Independent Network Service Providers to service our Plan HoldersAlthough efforts are made to dispatch qualified Service Providers that can provide quality service, occasionally circumstances occur that are unacceptable to ORHP and our Plan Holder
I assure you, ORHP employees value the trust each of our Plan Holders place in us to resolve their service request in a timely and professional manner and when this does not occur, steps are taken to review what went wrong and implement improvement
Based on the information Mr*** provided, I have taken personal responsibility to address the issues outlined with the Service Provider and individuals involved, ensuring they understand the result of their actions and comments
According to the file, my associate, MsPadua, has spoken with Mr***, and will follow up to ensure the service request is resolved in a timely manner
If Mr*** has any additional questions, please advise him to contact MsPadua at XXX-XXX-XXXX ext for assistance
ORHP appreciates Mr*** taking the time to provide his opinion and perspective of his service experience, which in turn, provides ORHP the opportunity to improve the service we provide to our customers
Best regards,
*** ***
Claims Manager
Old Republic Home Protection

Initial Business Response /* (1000, 5, 2015/10/27) */
Plan XXXXXXXX
Dear Ms***,
Regarding the service request for the ice and water dispenser on the refrigerator; I have reviewed the file and my associate, Ms*** Call Center Supervisor, has assigned Ms*** to review the
file and contact Mr*** to discuss a resolution for his service request
Please advise Mr*** to contact Ms*** at XXX-XXX-XXXX Ext*** or Ms*** at
XXX-XXX-XXXX Ext*** for assistance
Sincerely,
*** ***
Plan Compliance Manager
Old Republic Home Protection

Initial Business Response /* (1000, 5, 2014/06/27) */
Ms*** ***
Revdex.com
Re: Plan # XXXXXXXX
Dear Ms***,
Regarding the service request for the heat pump; on behalf of Old Republic Home Protection (ORHP) and its employees, please extend our sincere apologies for the
circumstances outlined in Mr***' letter
ORHP, like other home warranty companies, uses Independent Network Service Providers to service our Plan HoldersAlthough efforts are made to dispatch qualified Service Providers that can provide quality service, occasionally circumstances occur that are unacceptable to ORHP and our Plan Holder
I assure you, ORHP employees value the trust each of our Plan Holders place in us to resolve their service request in a timely and professional manner and when this does not occur, steps are taken to review what went wrong and implement improvement
Based on the information you provided, I have taken personal responsibility to address the issues outlined with the Service Provider and individuals involved, ensuring they understand the result of their actions and comments
I have reviewed the file that indicates ORHP has authorized All Seasons Air Conditioning to complete the repair of the heat pump blower control board
ORHP appreciates Mr*** taking the time to provide his opinion and perspective of his service experience, which in turn, provides ORHP the opportunity to improve the service we provide to our customers
Best regards,
*** ***
Claims Manager
Old Republic Home Protection

Initial Business Response /* (1000, 5, 2014/06/17) */
MsThomas,
Please inform the Plan Holder to please provide me the property address or Plan number so I can review the file and respond to their letterI was unable to cross reference their Plan using the phone number or address
provided to the Revdex.com
Thank you
Sincerely,
*** ***
Claims Manager
Old Republic Home Protection
Initial Consumer Rebuttal /* (3000, 7, 2014/06/20) */
(The consumer indicated he/she DID NOT accept the response from the business.)
Property ad**ess is XXXXX *** ** *** palm desert ca XXXXX
Final Business Response /* (4000, 10, 2014/06/26) */
Ms*** ***
Revdex.com
Re: Plan XXXXXXXX
Dear Ms***,
Regarding the denial of coverage for the clothes washer; I have reviewed the file that indicates the Plan was ordered, paid, and became effective on June 10th, On June 12th, Old Republic Home Protection (ORHP) received a service request that the clothes washer was not operating properlyWhen we spoke with the tenants at the home, they informed us the clothes washer last worked on June 8th, and had not operated properly after the effective date of the Plan
Please refer to page of the Plan titled When You Need Us that states:
"We will provide service for covered systems or appliances which malfunction, and are reported,
during the term of the Plan that:
B) Were correctly installed and working properly on the effective date of the Plan, and
C) Have become inoperable due to wear and use, rust, corrosion, and chemical or
sediment buiafter the effective date of coveragePre-existing conditions are not
covered."
The file also indicates the Plan Holder cancelled his Plan on June 13th, 2014, and a full refund was issued to his credit card on June 20th,
We apologize the terms and conditions of the Plan do not provide coverage in this situationWhile the intent of ORHP is to provide as much coverage as possible, the Plan is not all inclusive and there are limitations which are standard in the home Warranty industry
Sincerely,
*** ***
Claims Manager
Old Republic Home Protection

Initial Business Response /* (1000, 5, 2015/09/10) */
Dear Ms***,
Regarding Mr***'s request for reimbursement for the replacement of his thermostat; according to the letter you received from Mr***, he advised that the thermostat was mentioned in the inspection report
I presume the inspection report that he is referring to is the home inspection completed prior to the effective date of the PlanIf that is true, the Plan does not cover for pre-existing conditions, or for repairs completed without our prior authorizationPlease refer to page 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:
B) Were correctly installed and working properly on the effective date of the Plan, and
C) Pre-existing conditions are not covered
For Service: place service requests online at www.orhp.com
or call us at X-XXX-XXX-XXXX
We accept service requests hours a day, days a year
We require you to contact us so we *** have the opportunity to select a Service Provider
We will not reimburse you for services performed without our prior authorization."
Please extend our apologies to Mr*** that the terms and conditions of the Plan do not provide coverage in this situationWhile the intent of Old Republic Home Protection is to provide as much coverage as possible, the Plan is not all inclusive and there are limitations which are standard in the home warranty industry
If Mr*** has any additional information he believes should be considered, please advise him to forward it to me for review
Sincerely,
*** ***
Plan Compliance Manager
Old Republic Home Protection
Initial Consumer Rebuttal /* (3000, 7, 2015/09/11) */
(The consumer indicated he/she DID NOT accept the response from the business.)
This is not a pre-existing condition there was a working thermometer it contains mercury according to compliance of California most homes with mercury thermometers are required to have these replaced it is true this was not a defective thermostat I could have kept the mercury one and bathing non-compliance therefore it was not a pre-existing condition thermostat was not broken
Final Business Response /* (4000, 9, 2015/09/14) */
Ms***,
Regarding replacement of the thermostat; my apologies to Mr*** if I understood incorrectly that the thermostat required replacement because it had failedHowever, the Plan covers for the wear failure of systems, appliance and covered components, and does not cover the replacement of covered items solely on the basis to comply with the State of California requirementsIf I'm understanding Mr*** correctly, because this was a mercury thermostat, he was required to replace it
Please refer Mr*** to page of the Plan under Limitations of Liability that states:
"General LimitationsThis plan does not cover:
ASystem or appliance repairs, replacements or upgrades required as a result of:
Any federal, state, or local regulations or ordinances; utility regulations;
building or zoning code
Please extend our apologies that the terms and conditions of the Plan do not provide coverage
Sincerely,
*** ***
Plan Compliance Manager
Old Republic Home Protection
Final Consumer Response /* (4200, 13, 2015/09/16) */
(The consumer indicated he/she DID NOT accept the response from the business.)
This is not what the customer service rep communicated to me when I called the insurance company she told me that I was covered for the replacement of the thermostat this was very clear and she gave me the email for which just submit my receipt which I did therefore I feel that this company is shirking their responsibilities and not reimbursing me for the replacement of the thermostat

Initial Business Response /* (1000, 5, 2014/08/12) */
Ms***
Revdex.com
Re: Plan XXXXXXXX
Dear Ms***,
Regarding the denial of coverage for the garage door springs and the request to waive the Trade Call Fee; please refer to page of the Plan under Garage Door Opener Coverage
that states:
"Not Covered: Garage doors; hinges; springs "
With regard to the Trade Call Fee; the Trade Call Fee is due whether service is covered or deniedPlease refer to page of the Plan titled When You Need Us that states:
"You are responsible to pay a TRADE (SERVICE) CALL FEE (TCF) when the Service Provider
arrives at your homeThe 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 daysThe TCF is due whether service is covered or deniedEssentially, when we incur a cost of service, you are responsible for a TCF."
However, as a gesture of goodwill, ORHP will honor Mr***'s request to waive the Trade Call Fee
If Mr*** has any questions, please advise him to contact us at XXX-XXX-XXXX for assistance
Sincerely,
*** ***
Claims Manager
Old Republic Home Protection

Initial Business Response /* (1000, 5, 2014/02/25) */
Ms*** ***
Revdex.com
Plan # XXXXXXXX
Dear Ms***
On behalf of Old Republic Home Protection and its employees, please extend our sincere thanks to Mr*** for being an Old Republic Home Protection Plan HolderIt has been
our pleasure to serve him
According to the terms and conditions of coverage, the Plan is renewable at our discretionAfter a review of Mr***'s file, we conclude that his Plan is ineligible for renewal
In the event Mr*** wants to maintain his home warranty coverage, please inform him to contact another Home Warranty Company to obtain coverageWe recommend visiting the National Home Service Contract Association website at homeservicecontract.org for a list of reputable companiesWe do not suggest companies that sell home warranties strictly over the Internet, as many are not properly licensed and/or regulated as required
We apologize for any inconvenience Mr*** *** be caused over this matter
Sincerely,
Consumer Response /* (3000, 11, 2014/05/12) */
On 02/24/I filed complaint number XXXXXXXX against Old Republic Home Protection
I never received notification from the vendor nor Revdex.com
I am unable to locate the complaint on the Revdex.com website
Please advise
Thank you,
*** ***

Initial Business Response /* (1000, 5, 2014/06/09) */
Ms*** ***
Revdex.com
Re: Plan # XXXXXXXX
Dear Ms***,
Regarding the denial of coverage for the air conditioner; I have reviewed the file and my associate, Ms***, is following up to resolve this service request with the
Plan Holder, Mr***
According to the file, Mr*** is obtaining a diagnosis from an Independent Out-Of-Network Contractor regarding the cause of failure to the air conditioner, and will provide it to Ms*** for review
If Mr*** has any questions, please inform him to contact Ms*** at XXX-XXX-XXXX ext*** for assistance
Sincerely,
*** ***
Claims Manager
Old Republic Home Protection
Initial Consumer Rebuttal /* (3000, 7, 2014/06/12) */
(The consumer indicated he/she DID NOT accept the response from the business.)
The requested diagnostic has been submitted to ORHP
The cause of the failure has been determine twice by two different HVAC contractors (at our cost)The condenser is leaking at the refrigerant line which caused the coils to overheat
Regards,
*** ***
Final Business Response /* (4000, 9, 2014/06/13) */
Ms***,
Please inform Mr*** that my assocaite, Ms***, left him a message yesterday to discuss his service requestShe can be reached at XXX-XXX-XXXX ext *** for assistance
Sincerely,
*** ***
Claism Manager
Old Republic Home Proteftion
Final Consumer Response /* (4200, 11, 2014/06/18) */
(The consumer indicated he/she DID NOT accept the response from the business.)
Ms***,
Please inform Old Republic *** *** (his typo not mine) that *** is not the direct connection to Ms *** and that I was transferred times before getting Ms*** voice mailShe continues to avoid calling people back even after I left a detailed messageShe claims having not knowledge of any claim and continues to come up with excuses about lack of communicationClaiming incorrect phone numbers, misunderstandings, and not calling people backOn numerous occasions me, my wife, HVAC personnel, and agent have called and have been returned calls that have never come
*** continues to change her story claiming ORHP never rejected the claim, but I have letter from ORHP that says they has been rejected and to contest the rejection to call
I will say we finally got connected with a person other than Ms *** *** with good customer service skills as we refused to get off the phone until they connected our HVAC person on the call and still ORHP delays making a decisionClaiming the need for more information
It is obvious that the culture of ORHP is to delay and reject until people give upWe are not giving upEthical business practices are the key to good customer service and company successes
*** ***
Old Republic Customer

On 7/18/15, I called Old Republic and informed them that my AC unit was broken and I needed assistance The representative informed me that finding a technician to come and inspect the AC unit with less than a hour notice was not feasibleMy family couldn't be w/o AC; my wife is currently pregnant, I have an infant son, and the temperatures are over 100F every dayWhen I called Old Republic to get further details, the CSR told me that there was a priority listThe representative further explained that we did not qualify as a priority service call and we needed to waitTiredly, I called multiple times; each time either being placed on hold or having to hang up and try again I finally got a hold of a representative and was able to get a technician out to my house hours after the A/C went outThe technician performed several tests and concluded that the TXV on the inside of the unit was too close to the condenser, creating a hole which resulted in a Freon leakI was then contacted by Old Republic and they stated, "The equipment was installed wrong and this would not be covered under my current warranty." The customer service representative (***) was rude and ridiculousShe constantly interrupted me and refused to put a supervisor or manager on the line After all the issues were thoroughly explained by me and the HVAC contractor, the Old Republic representative (***) still refused to rectify the situationI called them back and talked to different customer service representatives before reaching ***, a representative that finally helped me out I went over the report with her and explained my concernI started by letting her know that we moved in the house in and the A/C unit was installed in If it was installed wrong, there is no way the unit could have ran for yearsAfter she listened to my concern and researching the situation, she determined the unit would be covered under my warrantyI had to take my family to a local hotel while this situation was being resolvedWe had to stay at a hotel for over two weeks waiting for approvals before Old Republic could even order the partsI was then told by the contractor, due to the time of year, that all Old Republic calls were not a priority and I would need to wait another to days before they could do the installI expected the expenses to be reimbursed by Old Republic, which I found out was not going to happen under their policy Since these events have taken place, I have received two renewal notices in the mail I regret to inform them, because of my dissatisfaction with the service and how those events took place, I will no longer be renewing my home warranty coverage with Old Republic

Initial Business Response /* (1000, 5, 2014/03/04) */
Ms*** ***
Revdex.com
Plan # XXXXXXXX
Dear Ms***,
Regarding Mr***'s request for the reimbursement of two Trade Call Fees; I have reviewed the file and on February 27th, 2014, Mr*** was contacted by us, and he was
informed the Trade Call Fee for the service request placed on February 5th for the ice dispenser will be refunded; the check will be mailed to him within the next ten business days
With regard to the Trade Call Fee paid for the service request placed on October 1st, 2013, Mr*** was informed by us since there was also a microwave oven that was repaired on that service request, in addition to the diagnosis of the ice dispenser, that we will be unable to honor his request for a refund of the Trade Call Fee
If Mr*** has any additional questions, please advise him to contact us at XXX-XXX-XXXX for assistance
Sincerely,
*** ***
Claims Manager
Old Republic Home Protection

I called Old Republic regarding a heating unit that went down in my homeA repair man showed up advised that the unit was too dirty to work on and that my thermostat was installed wrongweeks earlier I had a Home Inspector go over the house, as we are looking to sell it, with a detailed reportHe mentioned a couple of adjustments for the unit but never mentioned that it was too dirty except that a can of compressed air to do some basic cleaning, and the unit was working fineSuddenly old republic sends someone over after we called and instead of trouble shooting the unit, which obviously has an issue, he tells us it's too dirty, our thermostat is installed wrong and leavesNow old republic won't do anything until I hire someone from the outside to repair the unit and then supply them with a reportI called yesterday to find out why this was handled this way and if they could send someone who knows what he is looking at to, get a second opinion, rectify the situation and repair the unitWhen I couldn't get any satisfaction I asked to speak with a supervisor, who I was told would call me backhours later, in the afternoon, I called old republic and was told to be patient and a supervisor would callThis morning I called again as I never heard from anyone and after being on the phone for over thirty minutes I was told *** is busy but he will call me soonI'm not holding my breath, I'm not renewing my contract in March and I will find a local heating specialist who can take care of it properlyNo service on any level

The appliance repair companies that they contract with are inept at doing their job, which reflects very poorly on them The people we bought our house from bought a protection plan, and we were happy they had when the dishwasher was leaking within two weeks of us moving in A worker came out, looked at the unit and said we must be getting dish soap on the dishes before loading (which we weren't) because it looked to him as if it was working just fine - so there was our first $down the drain The dishwasher continued to leak intermittently, damaging our laminate floors, and then began making a strange sound A different technician came out and told us the motor had burned out, and that there was evidence of a previous leak because someone had put a drip pan down under the dishwasher (not us) Now, the first technician couldn't tell us that because he didn't even remove the paneling to look under the dishwasher So we shell out another $to this technician and he says he'll contact ORHW to get the process rolling with the repair/replacement Two weeks go buy, my check has been cashed, and this guy (and company - *** *** in Glendale CA) are AWOL - neither myself nor ORHW is able to get a hold of them and they never submitted a work order ORHW wants to send out a THIRD technician to my house so they can restart the process, and that we shouldn't be charged for it After back and forth on the phone with a rude customer service rep (***), we were hung up on after being told that sending out another technician sometime in the next month was the only solution they could offerFast forward to today, they are offering us $to replace the unit, after we've already paid $for these pointless "service calls" Basically that puts us with $to buy a new dishwasher, which is so laughable, it's insulting I would absolutely not recommend this company to ANYONE, you're better off replacing whatever breaks yourself and saving yourself the headache, since apparently you're going to have to pay for it anyways

Initial Business Response /* (1000, 8, 2014/08/08) */
Ms*** ***
Revdex.com
Re: Plan # XXXXXXXX
Dear Ms***,
Regarding the service request for the air conditioner; on behalf of Old Republic Home Protection (ORHP) and its employees, please extend our sincere apologies for the
circumstances outlined in Ms***' 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, my associate, Ms*** has spoken with Ms*** and a reimbursement check for $was mailed to her on August 6th, In addition, the file indicates the $Trade Call Fee was waived by the Account Executive
If Ms*** has any questions, please inform her to contact Ms*** at XXX-XXX-XXXX ext for assistance
ORHP appreciates Ms*** taking the time to provide her opinion and perspective of her service experience, which in turn, provides ORHP the opportunity to improve the service we provide to our customers
Best regards,
*** ***
Claims Manager
Old Republic Home Protection

This company needs to better select the service companies they choose to service customersWe were forced to use one service company, who misdiagnosed our issue on the first visitWe had to wait over a week to get the part, another set of guys come to install the part, only to say now we need another partA different part altogetherWhy wasn't this noticed when the first tech came?! We have to throw away everything in the fridge now while waiting on yet a THIRD visit! I called ORHP and all they told me was we are so sorry to hear thisThat's it!!! It's a Friday night and now we are sitting here after three hours waiting for these two guys to reassemble our fridgeIt should not take his long! Not to mention, the service techs work for a HVaC company when we need a refrigerator repair man!! We will be telling our young homeowner friends not to buy with ORHP!

Initial Business Response /* (1000, 5, 2014/05/09) */
Ms*** ***
Revdex.com
Re: Plan # XXXXXXXX
Dear Ms***,
Regarding the service request for the plumbing stoppage and the roof leak; on behalf of Old Republic Home Protection (ORHP) and its employees, please extend our sincere
apologies for the circumstances outlined in Mr***'s letter
ORHP, like other home warranty companies, uses independent network Service Providers to service our Plan HoldersAlthough efforts are made to dispatch qualified Service Providers that can provide quality service, occasionally circumstances occur that are unacceptable to ORHP and our Plan Holder
I assure you, ORHP employees value the trust each of our Plan Holders place in us to resolve their service request in a timely and professional manner and when this does not occur, steps are taken to review what went wrong and implement improvement
Based on the information 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 advise Mr*** to provide the written diagnosis and estimate from his Independent Out-Of-Network Contractor for the plumbing stoppage and roof leak repair for my review, and I will contact him regarding Plan coverage
ORHP appreciates Mr*** taking the time to provide his opinion and perspective of his service experience, which in turn, provides ORHP the opportunity to improve the service we provide to our customers
Best regards,
*** ***
Claims Manager
Old Republic Home Protection
Initial Consumer Rebuttal /* (3000, 7, 2014/05/22) */
Hi ***,
Thank you for taking my call last MondayBy way of this email I am requesting an extension for second part of my response for the roofing contractor assessmentPlease allow me until June 20th for this item
Thank you,
***
XXX-XXX-XXXX
Final Business Response /* (4000, 29, 2014/07/24) */
Per the information provide in previous responses (please refer to the string of email responses below), a check for the plumbing in the amount of $was mailed on July 16th to the home addressA check for the covered roof repair ($minus the $Trade Call Fee), was also mailed to the property address on July 16th,
Best regards,
*** ***
Claims Manager
Old Republic Home Protection
Phone: XXX-XXX-XXXX ext
***@orhp.com
From: *** *** (mailto:***@Revdex.comemail.org)
Sent: Thursday, July 24, XXXX X:XX AM
To: *** ***
Cc: *** ***
Subject: Revdex.com Case# XXXXXXXX
Hi ***,
Could you please review this complaintI've spoken to the gentleman and he would like to receive a resolution
Regards,
COMPLAINT # XXXXXXXX
COMPANY INFO
NAME: Old Republic Home Protection Company, IncRevdex.com MEMBER : YES
ID #: XXXXX MIP :YES CARE: NO
Revdex.com ONLINE: YES
CONTACT : *** ***
ADDRESS:: ** *** *** FILE OPEN : November
*** *** ** XXXXX-XXXX REPORT CODE: SAT
PHONE: XXX XXX-XXXX REPORT EXPIRES: Oct 29,
FAX: XXX XXX-XXXX
TOB Desc: XXXXX-XXX - Home Warranty Plans
CONSUMER INFO
NAME: *** *** DAY PHONE : XXX XXX-XXXX
ADDRESS: *** *** *** Rd EVE PHONE : XXX XXX-XXXX
*** ***, **
XXXXX EMAIL : ***@lso-inc.com
$ VALUE: $FAX :
DETAILS
CONCERNING: Service Issues
OPENED *** CLOSE CODE : - Pending
CLOSED CLOSED BY : OttOOtto
ENTERED BY:
ASSIGNED TO: *** ***
NATURE OF DISPUTE:Warranty company uses vendorsVendors assessments of repair required are not accurate and in turn not covered under warranty agreement
Plan # XXXXXXXX
I submitted a request for a plumbing problem I was havingThe company dispatched a contractor to my home for repairsHe assessed it and told me it would not be covered by the warranty since he could not snake itI was given a $500+ quoteI found a contractor through Craigslist who used Draino and a snake to repair my clog very easily for $His assessment of the repairs required was completely different from that of the home warranty companyDue to the original vendor's disorganization I was never sent an invoice for their assessmentI believe the company dispatched found it more profitable to not do what my Craigslist plumber did at a lower costIt was either dishonesty or incompetence of the contractor that prevented the repairIn either case what should have been an easy (and covered)repair was not performedThe most expensive (and non-essential) repair was reported to me as the only possible repair
I submitted a separate request for a roof leak to warranty companyCompany sent contractorRoof contractor claims my roof shingles are too close together and he cannot repair itI do not believe the validity of this assessmentThe home had a roof laid down originally by a licensed contractor and the roof had to undergo inspection by local city inspectorsIf the shingles are indeed too close together this means:
1) The original roofing contractor provided too many materials for the new roof at a fixed cost reducing their overall profit (despite licenses and years of experience)
AND
2) It was passed ** local inspectors
I find it more likely that the contractor sent to my home by the warranty company found it more profitable to dishonestly assess the repair and claim I need a new roof for a small leakWhat should be a quick roof putty job is not being assessed honestly
I do not believe the plumbing claims or roofing claims are mutually exclusive as the agreements between the warranty company is the sameThe warranty company provides jobs to the contractors at a fixed priceSome of these easy repairs are being looked over entirely for the sake of the contractor's time or profitability
The most concerning of all this is: There is a $charge for each visit through the warranty companyIf the contractor cannot fix it, it is still $When I explained all the above to the operator at Old Republic they told me I need get my own contractor to come assess (for free apparently, not the $that they are asking for) and that they would refund me my $but NOT perform the repair of something that WOULD be covered by the warranty had the contractor correctly (or honestly) assessed itThe warranty company does not send anyone for a second opinion of the original contractor's assessment
Bottom line: home warranty company is using incompetent or dishonest contractorsSimple, covered fixes are being billed as major repairsThere are no further assessments by a second contractor
DESIRED RESOLUTION::I the warranty company to either:
Send a different contractor to my home for an assessmentI do not trust what I have been told to be true
or
Not send anyoneDrop the request of payment for $I will have it fixed on my own and I will more than likely not renew my contract
To the home warranty company reading this: It should be noted I have homes under contract with Old RepublicMy family has an additional homes under Old Republic (are rental properties)Pending the outcome of this investigation will determine if any of these contracts will be renewed
BUSINESS RESPONSE:
DECISION:
Date Staff Description Letter
XXXX-web - Complaint Received by Revdex.com (Expired XX-XX-XXXX)
XXXX-** *** - Member Complaint Validated by Operator (Expired XX-XX-XXXX)
XXXX-Otto - Inform Consumer - Member Complaint (Expired XX-XX-XXXX)
emailed to:***@lso-inc.com
XXXX-Otto - Inform Member of Complaint - 1st Letter (Expired XX-XX-XXXX)
emailed to:***@orhp.com
XXXX-WEB - Receive Business Response (Expired XX-XX-XXXX) MsElsie Thomas
Revdex.com
Re: Plan # XXXXXXXX
Dear Ms***,
Regarding the service request for the plumbing stoppage and the roof leak; on behalf of Old Republic Home Protection (ORHP) and its employees, please extend our sincere apologies for the circumstances outlined in Mr***'s letter
ORHP, like other home warranty companies, uses independent network Service Providers to service our Plan HoldersAlthough efforts are made to dispatch qualified Service Providers that can provide quality service, occasionally circumstances occur that are unacceptable to ORHP and our Plan Holder
I assure you, ORHP employees value the trust each of our Plan Holders place in us to resolve their service request in a timely and professional manner and when this does not occur, steps are taken to review what went wrong and implement improvement
Based on the information 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 advise Mr*** to provide the written diagnosis and estimate from his Independent Out-Of-Network Contractor for the plumbing stoppage and roof leak repair for my review, and I will contact him regarding Plan coverage
ORHP appreciates Mr*** taking the time to provide his opinion and perspective of his service experience, which in turn, provides ORHP the opportunity to improve the service we provide to our customers
Best regards,
*** ***
Claims Manager
Old Republic Home Protection
XXXX-** - Forward Business Response to Consumer (Expired XX-XX-XXXX)
emailed to:***@lso-inc.com
XXXX-** - Received Consumer Rebuttal - Send to Business (Expired XX-XX-XXXX) Hi ***,
Thank you for taking my call last MondayBy way of this email I am requesting an extension for second part of my response for the roofing contractor assessmentPlease allow me until June 20th for this item
Thank you,
***
XXX-XXX-XXXX
XXXX-** - Forward Consumer Rebuttal to Business (Expired XX-XX-XXXX)
emailed to:***@orhp.com
XXXX-WEB - Receive Final Response from Business (Expired XX-XX-XXXX) Ms***,
Please inform Mr*** to forward the diagnosis from his roofer, for my review, at his convenienceI will note his file this may not be sent to me until June,
Thank you
Sincerely,
*** ***
Claims Manager
Old Republic Home Protection
XXXX-** - Forward Final Response to Consumer (Expired XX-XX-XXXX)
emailed to:***@lso-inc.com
XXXX-OttO - No Consumer Response - Inform Business Assume Res (Expired XX-XX-XXXX)
XXXX-OttO - Inform Business - Case Closed ASSUMED RESOLVED (Expired XX-XX-XXXX)
emailed to:***@orhp.com
XXXX-OttO - Case closed - Assumed Resolved (Expired XX-XX-XXXX)
XXXX-** XXXXX - Re-open a Complaint (Expired XX-XX-XXXX)
XXXX-** *- Received Consumer Rebuttal - Send to Business (Expired XX-XX-XXXX)
XXXX-** - Forward Consumer Rebuttal to Business (Expired XX-XX-XXXX)
emailed to:***@orhp.com
XXXX-OttO - No Response from Business re: Consumer Rebuttal (Expired XX-XX-XXXX)
XXXX-** - Receive Final Response from Business (Expired 07-14-2014) Elsie,
I spoke with the roofer (*** at S&L Roofing)He said the flashing is leaking around the chimney and the estimate is $to make the repair; the Plan excludes repairs to the flashing on the roof
However, he also diagnosed there are leaks in other areas of the roof that failed from wear; the estimate for this repair is $Please inform Mr*** that we will send him a check for $less the $Trade Call FeeThe check will be mailed within the next ten business days
If he has any questions, he can contact me
Best regards,
*** ***
Claims Manager
Old Republic Home Protection
Phone: XXX-XXX-XXXX ext
XXXX-** - Forward Final Response to Consumer (Expired XX-XX-XXXX)
emailed to:***@lso-inc.com
XXXX-** - Received Consumer Rebuttal - Send to Business (Expired XX-XX-XXXX) Hello ***,
Thank you for providing the responseI still have issues with Old Republic that I would like addressed through the Revdex.com before I consider this complaint submission formally closed
1) While I will accept the assessment of flashing not being covered and only wear and tear being covered, I do not accept the application of the $chargeI sourced the contractor and arranged for the contractor to come onsiteThe original reason for him coming was in response to a rebuttal of this complaintI do not see how Old Republic has added value to this transaction such that the $would applyTo me the function of this $charge is in the arranging of this visit, compensation of the contractors time etcThis was all performed by myself and the contractor already
2) The other part of my complaint still has not been addressedI was originally provided a different assessment by Old Republic contractor for a plumbing problemTheir extremely costly assessment suggested I refit some piping etcto repair a clog and this repair was not coveredThe first contractor I found on Craigslist did this for $using a method covered by Old RepublicSince this fix I have not had any issues with my plumbingI want compensation for this as wellThe invoice and proof of payment is attached
Best Regards,
*** ***
XXX-XXX-XXXX
XXXX-** *- Forward Consumer Rebuttal to Business (Expired XX-XX-XXXX)
emailed to:***@orhp.com
XXXX-** *-- More info received from the consumer (Expired XX-XX-XXXX)
XXXX-WEB - Receive Final Response from Business (Expired XX-XX-XXXX) Dear Ms***,
Please inform Mr*** I have reviewed the invoice from his plumber, and ORHP has agreed to reimbursement him in full ($150); as a matter of goodwill, we have agreed to waive the Trade Call FeeA check will be mailed to Mr*** within the next ten business days
With regard to the roof repair reimbursement; a Trade Call Fee is due for each service call placed, regardless if the repair is completed by an Independent Network Service Provider, or an Out-Of-Network Contractor hired by the Plan HolderAs a result, the Trade Call Fee was deducted from the invoice regarding the roof repair invoice
If Mr*** has any questions, please inform him top contact us at XXX-XXX-XXXX for assistance
Sincerely,
*** ***
Claims Manager
Old Republic Home Protection
XXXX-** - Forward Final Response to Consumer (Expired XX-XX-XXXX)
emailed to:***@lso-inc.com
XXXX-** - Consumer Rejects Business' Final Offer (Expired XX-XX-XXXX) Hi ***,
Apologies for the late response, I was out of town all last week
Thank you for providing the responseI am unsatisfied with the application of this $trade fee but I no longer wish to pursue this further
The amount of personal time I have spent with Revdex.com and ORHP correcting what appears to be a much larger internal problem with this company's vendor relationships is not worth further disputing this $
Upon receiving the check for a total of $($(roof repair) + $(plumbing) - $(trade fee)) I will inform you and you *** consider this dispute officially closed
Again, I thank you for your assistance
Best Regards,
*** ***
XXX-XXX-XXXX
*** ***, Dispute Resolution Specialist
Golden Gate Revdex.com
Broadway, Suite
Oakland, CA XXXXX
p: XXX-XXX-XXXX
f: XXX-XXX-XXXX
***@Revdex.comemail.org
Revdex.com.org Start With Trust(r)
Final Consumer Response /* (3000, 15, 2014/06/06) */