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Dear Revdex.com,
 
Regarding the service request for the air conditioner; I reviewed the file and spoke with the Service Provider (SP), and they confirmed that their technician was running late on May 26, 2017, and was unable to arrive at their appointment on time. Please extend our apologies to [redacted] for this inconvenience. I was advised by the SP that [redacted] rescheduled the appointment for June 7, 2017, and we will await their diagnosis.
 
Sincerely,
 
[redacted]
Plan Compliance Manager
Old Republic Home Protection

Dear Revdex.com,
 
Please extend my sincere apologies to **. [redacted]. I reviewed the file that indicates we have dispatched Lewis Comfort Controls (LCC) to diagnose both the upstairs air conditioner and confirm the new downstairs equipment is operating properly. If **. [redacted] has any questions with regard to scheduling, please advise him to contact LCC at [redacted].
 
Sincerely,
 
[redacted]
Plan Compliance Manager

Plan [redacted]
 
Dear Revdex.com,
 
Our previous response to the Revdex.com, our letter mailed to Mr. [redacted] , and our response to the Georgia Department of Insurance outlined why the Plan does not provide coverage. I will contact the Plan Holder to discuss coverage.
 
If Mr. [redacted] wishes to contact me, he can do so at [redacted].
 
Sincerely,
 
[redacted]
Plan Compliance Manager
Old Republic Home Protection.

RE:      Plan # [redacted]
 
Dear Revdex.com,
 
Regarding the service request for the clothes dryer; 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 you provided, I have taken personal responsibility to address the issues outlined with the Service Providers and individuals involved, ensuring they understand the result of their actions and comments.
 
According to the file, my associate, [redacted], was assigned to review the file, and he spoke with [redacted] on June 8, 2017 to discuss a resolution of his service request. If [redacted] has any questions, please advise him to contact [redacted] at [redacted]. 
 
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

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 Ms. [redacted] letter.
 
ORHP, like other home...

warranty companies, uses Independent Network Service Providers to service our Plan Holders. Although efforts are made to dispatch qualified Service Providers that can provide quality service, occasionally circumstances occur that are unacceptable to ORHP and our Plan Holder.
 
I assure you, ORHP employees value the trust each of our Plan Holders place in us to resolve their service request in a timely and professional manner and when this does not occur, steps are taken to review what went wrong and implement improvement.
 
Based on the information 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, my associate, Mr. [redacted], has been assigned to review the service request and ensure the repair is completed in a timely manner. If Ms. [redacted] has any questions, please advise her to contact Mr. [redacted] at 800.972.5985 Ext. 1157.
 
ORHP appreciates Ms.  [redacted] taking the time to provide her opinion and perspective of her service experience, which in turn, provides ORHP the opportunity to improve the service we provide to our customers.
 
Best regards,  
 
[redacted]
Plan Compliance Manager
Old Republic Home Protection

Initial Business Response /* (1000, 5, 2015/11/24) */
Plan XXXXXXXX
Dear Ms. [redacted],
Please extend our sincere apologies to Mr. [redacted] for the delay mailing his refund check. I have reviewed the file and confirmed the check was mailed on November 20, 2015, check number XXXXXX. If he has...

any questions, please advise him to contact our Accounting Department at
XXX-XXX-XXXX for assistance.
Sincerely,
[redacted]
Plan Compliance Manager
Old Republic Home Protection
Initial Consumer Rebuttal /* (2000, 7, 2015/12/01) */
(The consumer indicated he/she ACCEPTED the response from the business.)
Thank-you Revdex.com. I finally received a check Saturday 11/28/15. The check did have a process date of 11/20/15, I have no idea why it took 8 days to get here. It's unfortunate that an apparently big corporation has a difficult time with such a small matter. 2.5 months later than promised, I finally have my check thanks to a Revdex.com prodding investigation and threat of a negative ratings for them. My wife and I appreciate your efforts.

Dear [redacted]
 
Regarding the service request for the air conditioner; I have reviewed the file and the technician from Lake Front Air Conditioning, [redacted], advised us that the damper installed by Ambient Edge Air was not done improperly, and the problem with the air flow has to do with the original design of the ducts. There was no authorization given or information that supports that the technician from Ambient Edge Air redesigned ducts when he installed the new evaporative cooler.
 
With regard to the damper installed by Ambient Edge Air; [redacted] advised us that the installation of the damper did not cause damage to the existing ducts, and if the Plan Holder wants to have the damper removed, his estimate is $350. As mentioned previously, as a gesture of goodwill, Old Republic Home Protection has provided [redacted] $500, which he can use, if he so choses, to have [redacted] remove the damper.
 
Sincerely,
 
[redacted]
Plan Compliance Manager
Old Republic Home Protection

Complaint: [redacted]I am rejecting this response because:
Although the business provided the response but the response provided is incorrect. Although they say that "the intent of Old Republic Home Protection is to provide as much coverage as possible", the real intent is to work with service providers in such a way so as to provide incorrect information about the problems by saying that "It is an installation Issue" so that the claim can be denied.
After ORHP denied to fix the issue, I had contacted another service provider on my own and he diagnosed the problem as something else and not what ORHP is reporting to deny my claim. He was also able to successfully fix the problem.All this company does is train the service providers to make an excuse by saying that "It is an installation Issue". You can check hundreds of complaints regarding this company at the following link:[redacted]Every complaint has the same excuse "It is an installation issue". That's why this company is one of the lowest rated companies in Home Warranty.I will be filing a complaint with the regulators in texas state and also evaluating my legal options.
Sincerely,[redacted]

Initial Business Response /* (1000, 5, 2016/01/13) */
Plan XXXXXXXX
Dear Ms. [redacted],
Regarding the service request for the heat pump; according to the file, the service request was received on January 12, 2016, the Service Provider diagnosed the heat pump the same day, and had to leave the...

property to purchase a new motor. When he returned to the home, the Plan Holder had left, creating a delay competing the repair.
The file indicates that the Service Provider was able to obtain access to the home and the repair was completed on January 12, 2016.
If Ms. [redacted] has any questions, please advise her to contact our Customer Service Department at XXX-XX-XXXX for assistance.
Sincerely,
[redacted]
Plan Compliance Manager
Old Republic Home Protection

Complaint: [redacted]I am rejecting this response because: old republic still has not and I'm assuming will not take accountability. They are not giving the same story as I am getting from the same contractor. At this point I will hire and apply the 500 dollars toward the 2500 dollar repair ( as per 1 of the previous contractors quote to repair) I am extremely disappointed in old republic and lost an entire summer of use at my vacation home due to their slow and poor handling of my issue. They have stretched this project and refused to take accountability of this issue since May. This will be close to 6 months, they are a very poor company and I will chalk it up as a losss in dealing with them as it seems they will not correct the damage caused by a job that should have never been done wrong in the first place. If old republic would have payed more attention to the job in the first place they wouldn't have accepted the completed work by their contractor because it was done wrong to their standards. I will start my complaint process and review process to every outlet I know of. Absolutely terrible company with zero regard for quality control and making things right on their failed projects. I will not accept anything other than this job being re- done in a professional manner. And shame on old republic for not even attempting to resolve this problem until I filed with the Revdex.com .Sincerely,[redacted]

[redacted]
Revdex.com
 
RE:      Plan # [redacted]
 
Dear [redacted],
 
Regarding the service request for the combination microwave convection oven; 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, my associate, [redacted], has been assigned to resolve the service request for [redacted]. In view of the circumstances that have occurred with the network Service Providers, please advise [redacted] that ORHP authori*es him to obtain a diagnosis from an Out-Of-Network Contractor, and to submit their diagnosis to Ms. [redacted] for review and to confirm Plan coverage,  prior to initiating repair.
 
If [redacted] has any questions, please advise him to contact Ms. [redacted] at [redacted] Ext. [redacted].
 
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

I just received your message saying you have closed this case because the business made a sincere effort. This is in no way accurate. Their response was always the same and never answered the questions I posed to them on their handling of the matter. I want this response to be also part of the record. This company is notorious for problems as you can see from the number of complaints. I hope no one else has to face this mishandling and misrepresentation. [redacted]

Initial Business Response /* (1000, 5, 2015/12/02) */
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]' letter.
ORHP, like other home warranty companies, uses Independent Network Service Providers to service our Plan Holders. Although efforts are made to dispatch qualified Service Providers that can provide quality service, occasionally circumstances occur that are unacceptable to ORHP and our Plan Holder.
I assure you, ORHP employees value the trust each of our Plan Holders place in us to resolve their service request in a timely and professional manner and when this does not occur, steps are taken to review what went wrong and implement improvement.
Based on the information you provided, I have taken personal responsibility to address the issues outlined with the individuals involved, ensuring they understand the result of their actions and comments.
I have reviewed the file that indicates my associate, Ms. [redacted], has spoken with Mr. [redacted], and will follow up to ensure the service request is resolved in a timely manner.
In addition, as a result of the circumstances that occurred, and strictly as a matter of goodwill, ORHP has agreed to refund the Trade Call Fee, and Mr. [redacted] should receive the check within 20 days.
If Mr. [redacted] has any questions, please advise him to contact Ms. [redacted] at XXX-XXX-XXXX Ext. 7689 for assistance.
ORHP appreciates Mr. [redacted] taking the time to provide his opinion and perspective of his service experience, which in turn, provides ORHP the opportunity to improve the service we provide to our customers.
Best regards,
[redacted]
Plan Compliance Manager
Old Republic Home Protection
Initial Consumer Rebuttal /* (2000, 7, 2015/12/03) */
(The consumer indicated he/she ACCEPTED the response from the business.)
After this complaint and speaking with a supervisor the business seems to have agreed to an appropriate course of action. I do not think however that the individual service providers fixing the refrigerator each time were to blame for this issue.

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]

Complaint: [redacted]I am rejecting this response because:  The scheduled appointment did not show up on Friday the 26th.  They are not able to come back out until June 7th, so until then I'm not able to accept this response in the Revdex.com's 5 day window given the work isn't done yet.Sincerely,[redacted]

Dear Revdex.com,
 
Regarding the denial of coverage for systems located outside the main foundation of the home and Mr. [redacted] belief that the Ultimate Protection (UP) should provide coverage.  According to the terms and conditions of the Plan, systems and appliances covered by the Plan,...

must be located within the main foundation of the home and garage. 
 
As for Mr. [redacted] belief that the UP provides coverage for all of the systems and appliances located outside the main foundation of the home; unfortunately, this optional coverage does not extend service to all systems and appliances that are located outside the main foundation of the home. Please refer Mr. [redacted] to page 4 of the Plan that outlines the UP coverage. 
 
In addition, with regard to Mr. [redacted] request for service for items noted on his home inspection that were discovered prior to the effective date of the Plan; according to the terms of coverage, the Plan does not provide coverage for known pre-existing conditions.   
 
Please refer to page 7 of the Plan that states:
 
“We will provide service for covered systems or appliances that 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). Systems or
    appliances located on the exterior or outside of the home (including porch, patio, etc.)
    are not covered with the exception of covered items marked with a ?
 
B) Were correctly installed and working properly on the effective date of the Plan, and
 
C) Have become inoperable due to normal wear and use (including rust, corrosion, and
      chemical or sediment build-up), after the effective date of coverage. Pre-existing
      conditions are not covered.
 
Coverage may apply to a malfunction which existed at the effective date/transfer of
ownership (excludes renewal and non-real estate transaction customers) if, at that time,
1) the malfunction was unknown to the home seller, agent, buyer, or home inspector,
2) the malfunction was undetectable and would not have been detectable by visual
inspection or simple mechanical test. A visual inspection of the covered item verifies that
it appears structurally intact and without damage or missing parts that would indicate
inoperability. A simple mechanical test consists of turning the unit on and off, verifying the
unit operates without irregular sounds, smoke or other abnormal outcome.”
 
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 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 questions, please advise him to contact me at [redacted].
 
Sincerely,
 
 
[redacted]
Plan Compliance Manager
Old Republic Home Protection

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


 
ORHP, like other home warranty companies, uses Independent Network Service Providers to service our Plan Holders. Although efforts are made to dispatch qualified Service Providers that can provide quality service, occasionally circumstances occur that are unacceptable to ORHP and our Plan Holder.
 
I assure you, ORHP employees value the trust each of our Plan Holders place in us to resolve their service request in a timely and professional manner and when this does not occur, steps are taken to review what went wrong and implement improvement.
 
Based on the information Mr. [redacted] provided, I have taken personal responsibility to address the issues outlined with the Service Providers and individuals involved, ensuring they understand the result of their actions and comments.
 
According to the file, my associate, Ms. [redacted], Call Center Supervisor, has reviewed the file and has left a message for Mr. [redacted] regarding his service request. Please advise Mr. [redacted] to contact Ms. [redacted] at [redacted] if he has any questions.
 
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

RE:      Plan # [redacted]
 
Dear Revdex.com,
 
Regarding the service request for the downstairs and upstairs air conditioners; 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.
 
According to the file, ORHP advised [redacted] from Essn Bee Heating and Cooling that the new air conditioner for the downstairs area was ready to be picked up at the supplier, and he advised us that he would contact **. [redacted] to schedule the installation. In addition, [redacted] advised us that he diagnosed the upstairs air conditioner and it was operating as designed. 
 
If **. [redacted] has any questions regarding the scheduling of the installation, please advise him to contacts Essn Bee Heating and Cooling at [redacted].
 
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

Complaint: [redacted]I am rejecting this response because: I have taken more than 10 days of my work to meet with various contractors assigned by Old republic over the span of two months. Everytime of the "repair", my kitchen is a mass of water from the "repair" and I had to clean it up myself or pay someone to clean it.  The the dish washer is still not fixed as of today. I request a replacement as stated in the contract immediately.
 Sincerely,[redacted]

Revdex.com
 
RE:      Plan # 22971793
 
Dear Mr. [redacted]l,
 
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]...

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.
 
I have reviewed the file that indicates the technician from [redacted] HVAC diagnosed the air conditioner evaporative coil has failed, and the condenser and evaporative coil require replacement. In order to complete the installation of the new equipment, there is a cost of $1,015 to bring the system in compliance with HVAC code, and $450 in costs to modify the new system to be compatible with the existing equipment. The total cost for code and modification costs is $1,456. The Plan provides $250 of coverage toward suchcosts, which leaves a balance of $1,215 which Mr. [redacted] would be responsible to pay.
 
Please refer to page 4 under Ultimate Protection that states:
 
“10) Other Enhanced Coverage included in Ultimate Protection:
       When required to render a covered repair or replacement, we will:
 
Provide up to $250 per Plan to correct code violations.”     
 
Also, please refer to page 8 of the Plan under Permits and Other Fees that states:
 
“2. PERMITS AND OTHER FEES:
 
A. You may be responsible for the payment of additional fees not covered according to
     the terms and conditions of the Plan. These fees may include, but are not limited to:
 
1. The cost of permits and code upgrades.
 
4. The cost of construction, carpentry or other modifications made necessary by
     existing or installing different equipment.”
 
According to the file, my associate Ms. [redacted], left Mr. [redacted] a message on June 16, 2016 to determine if he will agree to pay the non-covered costs, and advise him if does not wish to pay the non-covered costs, that we will provide him a settlement of $2,247, which represents our cost for the covered portion of the repair.
 
Please advise Mr. [redacted] to contact Ms. [redacted] at 800[redacted] to discuss a resolution of his service request. If Ms. [redacted] does not hear from Mr. [redacted] by June 30, 2016, we will process the settlement, and he should receive the check within 20 days from that date.
 
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.”
 
Please extend our sincere apologies to Mr. [redacted] that the terms and conditions of the Plan do not provide coverage for all of the costs necessary to complete the installation of the air conditioner equipment. 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.
 
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