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Dear Revdex.com,
 
In order for me to research the allegations made by [redacted] I require some information to assist me locating his file. Please ask [redacted] to provide me his Plan number and/or the phone number he was called on so I can locate his file.
 
Thank you in advance for the...

assistance.
 
Sincerely,
 
[redacted]
Plan Compliance Manager
Old Republic Home Protection

RE:      Plan # [redacted]
 
Dear Ms. [redacted],
 
Below is a response sent to Mr. [redacted] in August 2016 regarding his request for additional reimbursement, and we stand by the contents of our response and the coverage provided.
 
Dear Mr. [redacted],...


 
Regarding the service request for your air conditioner; on behalf of Old Republic Home Protection (ORHP) and its employees, please accept our sincere apologies for the circumstances outlined in your 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.
 
According to the file, the technician from Four Seasons advised ORHP that he diagnosed the compressor located inside the condenser was not pumping correctly, and he recommended replacing the condenser and air handler. However, we were advised by the technician that they were unable to complete the replacement, and they requested the service request transferred to another Service Provider.
 
The service request was transferred to Universal HVAC, and on July 29, 2016, their technician diagnosed that the air handler evaporative coil was extremely dirty, and he was unable to properly diagnose the remainder of the equipment until the air handler was replaced. He also advised us that reason the compressor was not pumping correctly could have been the result of the dirty air handler. He advised us that once the air handler was replaced, he could properly diagnose the remainder of the equipment (i.e. the compressor and condenser) to determine if further repairs were needed. 
 
ORHP authorized the replacement of the air handler, the equipment was ordered, and we were advised that the replacement was scheduled for Sunday, August 7, 2016. If, after the air handler was installed, the condenser was still not operating properly and had failed from normal wear, ORHP would have authorized replacement.
 
On August 7, 2016, the technician, [redacted] from Universal HVAC, contacted ORHP and advised us that based on communication he received from the Plan Holder, he would no longer complete the replacement, and requested the service request be transferred to another Service Provider. The service request was transferred to Papworth HVAC on August 7, 2016.
 
On August 8, 2016, Papworth HVAC advised us that when they contacted you to schedule an appointment, they were advised their service was no longer needed.
 
As we discussed on August 12, 2016, it is possible the only equipment that required replacing was the air handler, and that the malfunction of the condenser compressor could be contributed to the failure of the air handler.
 
Decisions regarding coverage, and whether to repair or replace a covered system or appliance, is determined based on the diagnosis by the Independent Network Service Provider. ORHP will not authorize the repair of a system or appliance if the Independent Network Service Provider advises us that it cannot be repaired.
 
With regard to your request for reimbursement for hotel and pet costs; please refer to page 8 of the Plan that states:
 
“4. GENERAL EXCLUSIONS:
 
E. We are not responsible for a Service Provider’s neglect or delay; or their failure
     to provide service, repair or replacement; nor are we responsible for any delay in
     service, or failure to provide service, which may be caused by conditions beyond
     our control, such as, but not limited to, parts on order, labor difficulties, or weather.”
 
That said, [redacted] at Universal HVAC believed that the only equipment that required replacement at this time was the air handler (without further diagnosis of the condenser once the air handler was installed). Based on his diagnosis, it appears the condenser may not have required replacement as was diagnosed by Four Seasons. 
 
Since you advised us you hired Four Seasons on a retail basis to replace your air conditioner system, ORHP will provide you a settlement for the replacement of the air handler, in accordance with the terms of the Plan. In addition, and as a gesture of goodwill, ORHP will also provide you what our cost would have been to replace the condenser, if it would have been determined by Universal HVAC that it had to be replaced. A check for $2,443.31, which represents our cost to replace your air handler and condenser, has been processed. 
 
Please refer to page 7 of the Plan that states:
 
“We reserve the right to provide CASH IN LIEU of repair or replacement in the amount of
our actual cost. Payment will be provided based on our negotiated rates with our Service
Provider and/or Supplier network, which may be less than retail. We are not responsible
for work performed once you accept cash in lieu of service. To ensure continued coverage
of the system or appliance for which we provide a cash in lieu settlement, either during
the current or future term of coverage between you and us, you must provide proof of
repair or replacement that meets our reasonable satisfaction. You may send proof to
[redacted].”
 
 
You should receive the check within 20 days.
 
 
Best regards,  
 
[redacted]
Plan Compliance Manager
Old Republic Home Protection

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

According to [redacted], his technician diagnosed there is a break in the main drain line located outside the main foundation of the home which is causing the plumbing stoppage. He also mentioned that, although the use of hydro-jetting [redacted] temporarily clear the stoppage, it is not a permanent repair of the broken drain pipe, and he does not recommend hydro-jetting. Since the break is outside the foundation of the home, it is not covered by the terms and conditions of coverage.
Please refer to page 7 of the Plan that states:
"We will provide service for covered systems or appliances which malfunction, and are reported,
during the term of the Plan that:
A) Are installed for diagnosis and located within the interior of the main foundation of
the home and garage (inside the load-bearing walls of the structure)."
Please extend our sincere apology to Mr. [redacted] that the terms and conditions of the Plan do not provide coverage in this situation. While the intent of Old Republic Home Protection is to provide as much coverage as possible, the Plan is not all inclusive and there are limitations which are standard in the home warranty industry.
If Mr. [redacted] has any questions, please advise him to contact me at XXX-XXX-XXXX Ext. [redacted].
Sincerely,
[redacted]
Plan Compliance Manager
Old Republic Home Protection

Mr. [redacted]Revdex.com Plan [redacted]  Dear Mr. [redacted] Regarding the service request for the septic tank; I have reviewed the file that indicates the technician from  [redacted] Installations Inc. diagnosed the septic tank lid was cracked, and the damage was not the result of normal...

wear and use.   Please refer to page 7 of the Plan that states:  “We will provide service for covered systems or appliances which malfunction, and arereported, during the term of the Plan that: C) Have become inoperable due to normal wear and use … “ Please extend our sincere apologies to Mr[redacted] that the terms and conditions of the Plan do not provide coverage in this situation. While the intent of Old Republic Home Protection is to provide as much coverage as possible, the Plan is not all inclusive and there are limitations which are standard in the home warranty industry.  If Mr[redacted] has any additional information he believes should be considered, please advise him to mail it to the address below for my review. [redacted] Sincerely,  [redacted]Plan Compliance ManagerOld Republic Home Protection

Revdex.com:I have reviewed the response made by the business in reference to complaint ID [redacted], and find that this resolution is satisfactory to me. Sincerely, [redacted]

Initial Business Response /* (1000, 5, 2015/09/17) */
Ms. [redacted]
Revdex.com
RE: Plan # XXXXXXXX
Dear Ms. [redacted],
Regarding the service request for the air conditioner; on behalf of Old Republic Home Protection (ORHP) and its employees, please extend our sincere apologies for the...

circumstances outlined in Mr. [redacted]'s letter.
ORHP, like other home warranty companies, uses Independent Network Service Providers to service our Plan Holders. Although efforts are made to dispatch qualified Service Providers that can provide quality service, occasionally circumstances occur that are unacceptable to ORHP and our Plan Holder.
I assure you, ORHP employees value the trust each of our Plan Holders place in us to resolve their service request in a timely and professional manner and when this does not occur, steps are taken to review what went wrong and implement improvement.
Based on the information Mr. [redacted] provided, I have taken personal responsibility to address the issues outlined with the Service 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, ORHP has agreed to refund the $60 Trade Call Fee, and a check will be mailed to Mr. [redacted] within the next ten business days.
With regard to the diagnosis of the air conditioner; the technician advised ORHP that the condenser coil fins were damaged from something other than normal use, and that this damage resulted in the air conditioner not cooling properly.
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, rust, corrosion, and chemical or
sediment build-up after the effective date of coverage. Pre-existing conditions are not
covered."
Please extend our apologies to Mr. [redacted] that the terms and conditions of the Plan do not provide coverage in this situation. While the intent of ORHP is to provide as much coverage as possible, the Plan is not all inclusive and there are limitations which are standard in the home warranty industry.
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 /* (3000, 7, 2015/09/18) */
(The consumer indicated he/she DID NOT accept the response from the business.)
1. The compressor unit was working before ORHP got involved.
2. I was not requesting the unit be replaced because of damaged fins or pre-existing conditions, I was asking it be replaced because of wear and tear from normal use. The unit had been running for 5 months prior without issues. Your company was the one that suggested the unit needed to be replaced, not me. I was happy with repairing it until it was mentioned on more than one occasion that the unit needed to be replaced and that any repairs would have been short term fixes.
3. The ORHP tech never did anything other than visual inspection for the condenser coil. As I've personally been around the unit while it was running(it is right next to the master bedroom door), I know that it is able to push air out quite rapidly(I had to lean over it a few times while I was installing the fence that I had 'itically' installed). I was also able to verify the fan was working and pushing air when the tech from the NEW company put in the new capacitor.
4. I cannot stress this enough. I KNOW that the compressor was working before the ORHP tech came out because it was the one thing that was still working when I started making calls. This was verified by another AC service company. The compressor was STILL working before ORHP touched it. He left it disassembled and somehow not repairable. And you expect me to accept a $60 REFUND(not even a positive figure because of the trade call fee) will cover this? I'm not an AC tech. All I know is what I stated above and that I did not touch anything since his visit. The NEW tech that came out to try to salvage the situation is part one of the highest ranked AC service companies in the area.
At this point, I feel I should have just had the first tech repair it and left ORHP out of it - I would have been better off(less stress, and a functioning AC unit).
Final Business Response /* (4000, 9, 2015/09/21) */
Dear Ms. [redacted],
According to the file, my associate, Ms. [redacted], spoke with Mr. [redacted] on September 9, 2015, and advised him that the technician diagnosed the fan motor and run cap had failed from normal wear, and would be covered by the Plan. However, the technician also diagnosed that the condenser coils were bent from something other than normal wear, and the condenser was extremely dirty. This condition would prevent the air conditioner from operating properly, and the damage was determined by the technician to be existing prior to the effective date of the Plan and therefore would not be covered. On September 16, 2015, a settlement check regarding the fan motor and run cap, in the amount of $252.50, was mailed to Mr. [redacted].
If Mr. [redacted] has any questions, please advise him to contact Ms. [redacted] at XXX-XXX-XXXX Ext. 7742 for assistance.
Sincerely,
[redacted]
Plan Compliance Manager
Old Republic Home Protection
Final Consumer Response /* (4200, 11, 2015/09/22) */
(The consumer indicated he/she DID NOT accept the response from the business.)
I don't have any questions. I already understand the situation fully.
As the technician did not do any air restriction tests for the apparently damaged condenser coils nor did I see any of the debris to which he was taking about(he attempted to point it out but I did not see anything unusual), I see no reason to accept that the unit was no longer covered as I had already explained that it was working for quite some time prior.
I'd also like to take the opportunity to point out that the last response conveniently made no mention of the ORHP tech leaving the unit in pieces and the compressor no longer working.
As I had left the main fuse undone until another company was able to look at it, I know it was nothing I did.
The 'settlement' was nothing I wanted any part of but was backed into as I was told there was nothing else I could do to have ORHP cover the cost of a new unit. This was before I had discovered the unit was still in pieces and the compressor inoperable.
Lastly, I'd just like to point out that this situation was very unpleasant. Aside from the fact that I feel the warranty is not being fairly represented, the rude technician and having to struggle to get ORHP to even consider covering any part of it was a very stressful situation.
I've met with 2 other air conditioner companies whom have all managed to spend more than 30 minutes looking over my HVAC system and they managed to do it all without calling anyone an it or leaving stuff in pieces.
I do not accept ORHP's position on this situation and I will continue to fight it so at the very least they will consider thinking twice before offering such poor customer service.
I will take the opportunity to point out though that most of your phone techs were very nice and one of the main reasons I tried to be so diplomatic about the entire situation. Kudos to them.

Better...

Business Bureau:I have reviewed the response made by the business in reference to complaint ID [redacted], and find that the business did not specify the refund amount. If the amount is the one I requested and the apology was given, the resolution is satisfactory. I did not find the message directly given to me from the business on this website. Sincerely, [redacted]

Complaint: [redacted]I am rejecting this response because:
Old Republic (ORHP) breached its obligations under the Policy/Plan.  Furthermore, we feel that ORHP has been significantly negligent and has breached its fiduciary responsibility that it has to its policyholders.  Also, it is our opinion that over the past 4 months, ORHP has actively exhibited deceptive business practices.  Specifically:
 
November 2015
 
Purchased our Condo in Fountain Hills along with the Old Republic Policy as recommended by our Realtor.  It should be noted that during the winter months in Arizona one does not use the AC much.
 
May 14, 2016
 
AC not working.  ORHP dispatched “Vendor 1”.
 
[redacted] was the Technician.  After analysis he indicated the Compressor was only running intermittently.  He indicated that the entire system was shot and needed to be replaced .. but that ORHP would only approve a starter assist kit.  He indicated that ORHP would never replace a system.  The starter assist kit was installed and the system worked acceptably.
 
June 10, 2016            
 
AC not working.  ORHP dispatched Vendor 1 again …
 
[redacted] was again the Technician.  After analysis he indicated that the Compressor blew a fuse when it tried to start.  He replaced the fuse and the system worked acceptably albeit we noted that the unit would not maintain a consistent temperature in the Condo.  Fluctuations could be 10 to 15 degrees on warm days.  [redacted] had to take off the “shrowd” from the unit to replace the fuse.
 
July 1, 2016
 
AC not working.  ORHP indicated that due to the upcoming Holiday that no service would be available until July 5 at the earliest.  It should be noted that ORHP was notified that my wife had just returned from 9 days at the hospital.  ORHP made no efforts to rectify the situation.
 
After ORHP’s refusal to provide service to a sick woman in 120 degree Arizona weather … We had a Certified Technician from another vendor replace the fan motor to get through the Holiday Weekend.
 
July 5, 2016
 
ORHP dispatched Vendor 2.
 
Technician noted that the ambient temperature in the Condo was 88 degrees and the outside temperature was 111 degrees.  The system was operating.  ORHP would not authorize any repairs.
 
ORHP invoiced the [redacted]’s $ 65.00 for the service call.
 
July 19, 2016
 
The situation had not changed and the ambient temperature in the Condo would approach 90 degrees on any given day depending on the outside temperature which was well in the triple digits the entire month.  We called ORHP and relayed the dilemma.  ORHP indicated nothing could be done because the system was “running”.
 
July 24, 2016
 
Ambient Temperature in Condo was 92 degrees.  We called ORHP and demanded service.  ORHP again assigned Vendor 1 to repair the system.
 
Vendor 1 was a no-show. 
 
July 25, 2016
 
Ambient Temperature in Condo was 89 degrees.  We called ORHP and informed them that Vendor 1 had not handling the call.  ORHP dispatched Vendor 2.
 
The Technician was named [redacted].  He diagnosed the system as “dead”.  The Compressor would run for a short period then shut off .. then turn back on again.  This is what [redacted] said was causing the somewhat lower temperature in the condo when compared to the outside temp.
 
The system needed to be replaced.
 
July 26, 2016
 
ORHP called and indicated that they would be replacing the system.  Vendor 2 would be the provider assigned.
 
Vendor 2 declined to do the work citing they would not do system replacements for ORHP.  When asked why .. they indicated that the fee for installation paid by ORHP was inadequate.
 
In a later conversation .. ORHP said that Vendor 2 would not do the install because the job required a crane and they (Vendor 2) did not have access to one.  This is the first evidence of deception and fabrications of note by ORHP.
 
ORHP then assigned Vendor 3 to do the work.  Vendor 3 declined the opportunity. 
 
July 27, 2016
 
At 3 am in the morning the [redacted]’s get multiple calls and texts from their neighbors in the downstairs condo.  Water was pouring into their unit from our AC system.
 
ORHP assigned Vendor 4 to do the work. 
 
[redacted], the Technician and the Owner of the Company arrives at the home.  G [redacted] describes the situation and indicates that [redacted] just needs to find out what needs to be ordered as ORHP has already approved a new system.
 
[redacted] indicated that the system needed to be replaced.  [redacted] indicates that ORHP would not replace the system.  He spent four hours and said the only thing the ORHP would do is replace the drip pan that was causing the flooding in the neighbor’s apartment. 
 
[redacted] indicated he would not do the work as he felt strongly the system needed to be replaced and that his company would be liable for problems caused by the system not being serviced as per his recommendation.
 
July 28, 2016
 
We patiently await ORHP to assign a new Technician.  Late morning the temperature in the condo exceeds 100 degrees.  It was time to evacuate the Condo.
 
We immediately got off work and checked into a local Hotel.  We then returned to the condo and packed up our pets and took them to a nearby Pet Care Facility. 
 
The AC was shut off to prevent further damage to the neighbor’s downstairs condo.
 
We then contacted ORHP.  Luckily we found a competent Customer Service Rep. She seemed honestly concerned with the situation.  She immediately began to look for someone to fix the system.  Among those she contacted were .. Vendor 1, Vendor 5, Vendor 6, and Vendor 7!
 
The frustrated Rep called us at the end of the day to inform us that she could not find anyone to service the AC.  She asked him if he knew of anyone that could do the work and she would authorize an “out of network” Technician to handle the call.
 
I recommended calling back Vendor 4.  They had originally wanted to do the work but ORHP had denied their request to fix the system properly.  We (the Rep and myself) reviewed the Vendor 1 report stating the compressor was dead.  We then reviewed the original Vendor 4 report and it stated the system needed to be replaced.
 
The Rep agreed to try to get Vendor 4 to do the work and in fact the next day they were assigned the job of replacing the system.
 
July 29, 2016
 
ORHP assigned Vendor 4 to do the work. 
 
[redacted] from Vendro 4 called and indicated that he would be replacing our system.  He was writing up the bill of materials to send to ORHP.  He would be in touch shortly.  ORHP had placed a priority on the call and he hoped to be able to perform the work the next Monday, August 1.
 
August 1, 2016
 
Having not heard from [redacted] at Vendor 4 .. I gave him a call first thing on Monday Morning.
 
The story had changed again.  He stated that ORHP was shipping him an air handler ONLY.
 
I called the Rep at ORHP .. she indicated that [redacted] had indicated that only the air handler needed to be replaced.  You could tell that she was not comfortable with the situation.  It was at this point she refused to provide the original report (that she had read to me the Friday before) that stated we needed a new system.  She also said I would need to pay [redacted] $ 605 to install the air handler.  She also said that the unit would not be available until the end of the week .. another 5 days in a hotel.
 
This is the 3rd instance of Deceptive Business Practices and coercion in my opinion.
 
I called [redacted] and inquired on the cost of a new system and the cost to put in a compressor that would match the air handler that ORHP had purportedly shipped.  At this point I did not believe anyone.
 
[redacted] indicated that he could readily get the equipment and would send over a hard copy quote asap.  I also requested that he send a copy of his original service report.  I wanted to make sure of all the facts before making a decision.  He said he would comply when he sent the quote.
 
August 3, 2016
 
Nothing from [redacted] or ORHP.  With hotel and pet bills mounting .. we elected to get a quote from Vendor 2 to replace the system. 
 
August 5, 2016
 
[redacted] and ORHP both call .. the air handler is in and will be installed Sunday or Monday.
 
I ask [redacted] where the quote for the new equipment was as well as the copy of the original service report.  He said he would send it over right away.
 
August 6, 2016
 
[redacted] sends the new equipment quote as well as the latest service report.  I called him and asked when I would get the original report.  He asked why I needed it.
 
August 7, 2016
 
I get notified that Vendor 4 had backed out of replacing the system.
 
ORHP assigned Vendor 8 to do the work. 
 
August 8, 2016
 
After 3 months of trying to get ORHP to fix the AC .. and with mounting Hotel and Petcare expenses .. we had Vendor 2 install the new system.  It was completed on August 8 and the family was able to come home.
 
August 10, 2016
 
G [redacted] contacts ORHP to inform him of monies due.
 
ORHP would not admit fault and in fact would reimburse us only 25% of the hard costs incurred.
Sincerely,Gary [redacted]

Plan [redacted]
 
 
Dear Revdex.com,
 
Regarding the service request for the spa; I reviewed the file that indicates on April 10, 2018, my associate Ms. [redacted], spoke with Mr. [redacted] and agreed to review the diagnosis from his
Out-Of-Network Contractor.  Mr. [redacted] agreed to provide her the information, and Ms. [redacted] will follow up to ensure the service request is resolved in a timely manner.
 
If Mr. [redacted] has any questions, please advise him to contact Ms. [redacted] at [redacted].
 
Sincerely,
 
[redacted]
Plan Compliance Manager
Old Republic Home Protection

Initial Business Response /* (1000, 5, 2015/05/22) */
Ms. [redacted]
Revdex.com
Re: Plan XXXXXXXX
Dear Ms. [redacted],
Regarding payment of the Trade Call Fee; please refer Ms. [redacted] to page 7 of the Plan titled When You Need Us that states:
"You are responsible to pay a TRADE (SERVICE) CALL FEE...

(TCF) when the Service Provider
arrives at your home. The TCF (or the actual cost of service, whichever is less) is due for each dispatched service request by trade (plumbing, electrical, appliance, heating/air conditioning, etc.). Service work is guaranteed for 30 days. The TCF is due whether service is covered or denied. Essentially, when we incur a cost of service, you are responsible for a TCF."
If Ms. [redacted] has any questions, please advise her to contact us at XXX-XXX+[redacted] for assistance.
Sincerely,
[redacted]
Claims Manager
Old Republic Home Protection
Initial Consumer Rebuttal /* (3000, 7, 2015/05/25) */
(The consumer indicated he/she DID NOT accept the response from the business.)
Yes. There is TCF. But, I want TCF to be waved.
Because I can get FREE diagnosis and estimation by CA licensees, it is wasting my money to pay for diagnosis and estimation for service man sent by orhp.
Final Business Response /* (4000, 9, 2015/05/29) */
Dear Ms. [redacted],
Please advise Ms. [redacted] as stated in my previous response; when she places a request for service and an Independent Network Service Provider responds to her home, there will be a Trade Call Fee due in accordance with the terms and conditions of the Plan.
Sincerely,
[redacted]
Claims Manager
Old Republic Home Protection
Final Consumer Response /* (4200, 13, 2015/06/08) */
(The consumer indicated he/she DID NOT accept the response from the business.)
Following is my proposed solution.
I pay the $60 service fee. Orhp authorized the technicians who did free inspections on issues to do the repair without delay.
This solution is fair for technicians who offers free inspection and prevents me from wasting $60 service fee blindly without experts evaluation.
On the other hand, Orhp can go with it's protocol.

RE:      Plan # [redacted]
 
Dear Revdex.com,
 
Regarding the service request for the Viking kitchen exhaust fan; on behalf of Old Republic Home Protection (ORHP) and its employees, please extend our sincere apologies for the circumstances outlined in [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.
 
According to the file, on June 21, 2017, my associate, [redacted], spoke with the Plan Holder and agreed to dispatch a different network Service Provider to complete the repair. In addition, as a gesture of goodwill, [redacted] agreed to refund the $65 Trade Call Fee.
 
If [redacted] has any questions, please advise him to contact [redacted] at [redacted] for assistance. 
 
ORHP appreciates [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

Ms. [redacted]Revdex.comRe: Plan [redacted]Dear Ms. [redacted],Regarding the service request for the dishwasher; I have reviewed the file that indicated on March 22, 2016, my associate, Ms. [redacted], spoke with Ms. [redacted], and she advised her that the dishwasher had not operated properly since the effective...

date 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 arereported, during the term of the Plan that:B) Were correctly installed and working properly on the effective date of the Plan, andC) Have become inoperable due to normal wear and use (including rust, corrosion, andchemical or sediment build-up), after the effective date of coverage. Pre-existingconditions are not covered."Please extend our apologies to Ms. [redacted] that the terms and conditions of the Plan do not provide coverage in this situation. While the intent of ORHP is to provide as much coverage as possible, the Plan is not all inclusive and there are limitations which are standard in the home warranty industry.If Ms. [redacted] has any additional information she believes should be considered, please advise her to provide it to me for review. Sincerely, [redacted]Plan Compliance ManagerOld Republic Home Protection

Initial Business Response /* (1000, 5, 2015/11/18) */
Ms. [redacted]
Revdex.com
Re: Plan XXXXXXXX
Dear Ms. [redacted],
Regarding the service request for the air conditioner, and the decision to repair and not replace the air conditioner; I have reviewed the file that indicated on June 28, 2015,...

the Independent Network Service Provider (INSP) diagnosed the compressor capacitor on the air conditioner had failed and required replacement. Based on the INSP's diagnosis, the repair was authorized, and the air conditioner was operating as designed.
According to the file, no further request for service to the air conditioner was received by Old Republic Home Protection (ORHP) prior to the expiration of the Plan on August 22, 2015.
Please refer to page 7 of the Plan that states:
"We have the sole right to determine whether a covered system, appliance or component will
be repaired or replaced."
Please extend our apologies to Mr. [redacted] if he believes the Plan did not provide the service he expected. 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.
Sincerely,
[redacted]
Plan Compliance Manager
Old Republic Home Protection
Initial Consumer Rebuttal /* (3000, 7, 2015/11/27) */
(The consumer indicated he/she DID NOT accept the response from the business.)
This is not acceptable. The last services completed with ORHP was on 6/9/15 and 6/10/15. The description of the work performed was due to unit not cooling and leak was found on low port. The contractor was unable to remove valve stem. They installed tee fitting and charged unit. They also replaced burnt service disconnect. This was not the first time this problem occurred which occurred in the beginning of the warranty contract. It wasn't repaired right the first time and it will always be a problem unless replaced. How did they determine it was repairable when it's a reoccurring problem?
Final Business Response /* (4000, 9, 2015/12/01) */
Dear Ms. [redacted],
Regarding the repair of the air conditioner; please advise Ms. [redacted] that Old Republic Home Protection relies on the diagnosis and recommendation of the Independent Network Service Provider (INSP) to determine the cause of failure and if a system can be repaired. That would apply to a first time occurrence or a reoccurring problem. The INSP is the service repair experts, and ORHP applies coverage in accordance with the diagnosis we receive.
Sincerely,
[redacted]
Plan Compliance Manager
Old Republic Home Protection

Initial Business Response /* (1000, 5, 2015/07/23) */
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 Providers and individuals involved, ensuring they understand the result of their actions and comments.
According to the file, A & A Air Conditioning completed the repair of the air conditioner on July 22, 2015, and the air conditioner system was operating as designed.
If Ms. [redacted] has any further needs for service, please advise her to contact us at XXX-XXX-XXXX 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, 2016/01/15) */
Dear Ms. [redacted],
Please extend our sincere apologies for the circumstances outlined by Mr. [redacted]. Please advise him to provide me the Plan number and/or property address so I can review the file and provide assistance.
Sincerely
[redacted]...

[redacted]
Plan Compliance Manager
Old Republic Home Protection
Initial Consumer Rebuttal /* (3000, 7, 2016/01/19) */
(The consumer indicated he/she DID NOT accept the response from the business.)
The address is XXXXX Xth Street # [redacted] St. [redacted] XXXXX
Final Business Response /* (4000, 9, 2016/01/20) */
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 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, on January 15, 2016, my associate, Mr. [redacted] spoke with Mr. [redacted] and he agreed to accept a cash settlement of $393.59 for the repair of the refrigerator. The cash settlement has been processed and Mr. [redacted] should receive the check within 20 days.
In addition, as a result of the circumstances that occurred, and strictly as a matter of goodwill, Mr. [redacted] agreed to waive the Trade Call Fee.
ORHP appreciates Mr. [redacted] taking the time to provide his opinion and perspective of his service experience, which in turn, provides ORHP the opportunity to improve the service we provide to our customers.
Best regards,
[redacted]
Plan Compliance Manager
Old Republic Home Protection
Final Consumer Response /* (2000, 11, 2016/01/21) */
(The consumer indicated he/she ACCEPTED the response from the business.)
Agree with [redacted] has outlined above in terms of how they resolved it after I told them I would open this Revdex.com case and then did so.
I think ORHP needs to take a look at them selves and their marketing claims. They should review their marketing claims gaps in how they actually do business. They claim to be people helping people, to care, to listen, to be dependable, and to know the difference between company policy and customer service. This interaction with them has proven otherwise. If you cant live up to the claims, dont make them.
At the end of the day, a tennant of mine, an 8 year veteran of the US Army, was without a working fridge for 20 days due to the delays associated with the request. I choose to credit him the $100 that was waived by for the trade call.

RE:      Plan # [redacted]
 
Dear Revdex.com,
 
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 [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 [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.
 
I reviewed the file and my associate [redacted], was assigned to provide assistance to [redacted] to resolve her service request. Please advise [redacted] if she has any questions, to please contact [redacted] at [redacted] or her Supervisor [redacted] at Ext. [redacted].
 
ORHP values [redacted] as our customer, and we appreciate her 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 Business Response /* (1000, 5, 2015/09/23) */
Ms. [redacted]
Revdex.com
Re: Plan XXXXXXXX
Dear Ms. [redacted],
Regarding the service request for the dishwasher, microwave oven, pool motor, and payment of the Trade Call Fee (TCF); I have reviewed the file and the following is a brief...

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

Please extend our apologies to Mr. [redacted] that the terms and conditions of the Plan do not provide coverage in this situation. While the intent of ORHP is to provide as much coverage as possible, the Plan is not all inclusive and there are limitations which are standard in the home warranty industry.
If Mr. [redacted] still wishes to cancel his Plan, please advise him to provide ORHP a written request, or fax the request to XXX-XXX-XXXX, and the Plan will be cancelled in accordance with the terms of cancellation noted on page 9 of the Plan.
Should Mr. [redacted] have a need for service to a covered system or appliance, please advise him to contact ORHP at XXX-XXX-XXXX, and a service request will be dispatched in accordance with the terms of coverage.
Sincerely,
[redacted]
Plan Compliance Manager
Old Republic Home Protection

Dear Revdex.com,
 
Regarding payment of the Trade Call Fee; again, our apologies for any misunderstanding that occurred, however the TCF is still unpaid and is required in accordance with the terms and conditions of the Plan.
 
Sincerely,
 
[redacted]
Plan Compliance Manager

RE:      Plan # [redacted]
 
Dear Revdex.com,
 
Regarding the delay providing service for the air conditioner service request; on behalf of Old Republic Home Protection (ORHP) and its employees, please extend our sincere apologies for the circumstances outlined in [redacted]...

[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.
 
ORHP values [redacted] being our customer the past six years, and as a result of the circumstances that occurred, and strictly as a matter of goodwill, ORHP has agreed to waive the Trade Call Fee.
 
ORHP appreciates [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, 2015/08/10) */
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 Providers and individuals involved, ensuring they understand the result of their actions and comments.
I have reviewed the file that indicates the repair was completed on August 7, 2015, and the air conditioner was operating as designed. If Ms. [redacted] has any questions or a further need of service, please advise her to contact us at XXX-XXX-XXXX for assistance.
ORHP appreciates Ms. [redacted] taking the time to provide her opinion and perspective of her service experience, which in turn, provides ORHP the opportunity to improve the service we provide to our customers.
Best regards,
[redacted]
Claims Manager
Old Republic Home Protection
Initial Consumer Rebuttal /* (2000, 7, 2015/08/11) */
(The consumer indicated he/she ACCEPTED the response from the business.)