Old Republic Home Protection Company, Inc.

Initial Business Response /* (1000, 5, 2016/01/20) */
Ms. [redacted]
Revdex.com
Re: Plan [redacted]
Dear Ms. [redacted],
Regarding the service request for the clothes washer; I have reviewed the file and the following is a brief summary.
01/16/16 Service request: clothes washer is making...

an unusual noise
Dispatched: [redacted]01/17/16 The Plan Holder called Old Republic Home Protection (ORHP) and advised that she has not received a call from the [redacted] to schedule an appointment. ORHP called [redacted] and they advised us that they can provide service the following day.
The Plan Holder was advised of the appointment by the Call Center Supervisor, Ms. [redacted], however, the Plan Holder declined the appointment and requested to cancel the service request and her Plan. Ms. [redacted] transferred the Plan Holder to the Plan cancellation recording that provides the Plan Holder the steps to take to request cancellation.
ORHP values Ms. [redacted] as a customer, and we hope that she would realize the value of the Plan and the many benefits it provides. If Ms. [redacted] still wishes to cancel her Plan, please advise her to mail a written request to the address below, fax the request to [redacted], or email the request to [email protected], and the Plan will be cancelled in accordance with the terms and conditions of the Plan.
Old Republic Home Protection
[redacted]
Sincerely,
[redacted]
Plan Compliance Manager
Old Republic Home Protection
Initial Consumer Rebuttal /* (3000, 7, 2016/01/21) */
(The consumer indicated he/she DID NOT accept the response from the business.)
The provider advised that someone was suppose to contact me the following, which no on has. The rep advised that they had contacted the services tech and no one has called me for over 72 hours on my washer.
Final Business Response /* (4000, 23, 2016/02/03) */
Ms. [redacted],
Upon further review of the file and the circumstances that occurred, Old Republic Home Protection has waived the $100 Trade Call Fee, and will reimburse Ms. [redacted] the $85 cost to repair her clothes washer. She should receive the check within 20 days.
Sincerely,
[redacted]
Plan Compliance Manager
Old Republic Home Protection
Final Consumer Response /* (2000, 25, 2016/02/04) */
(The consumer indicated he/she ACCEPTED the response from the business.)
Thank you!

Initial Business Response /* (1000, 5, 2015/10/28) */
Ms. [redacted]
Revdex.com
RE: Plan # XXXXXXXX
Dear Ms. [redacted],
Regarding the service request for the plumbing stoppage on work order number XXXXXXXX; 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. ** 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 waive the Trade Call Fee for work order number XXXXXXXX.
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,
[redacted]
Plan Compliance Manager
Old Republic Home Protection

Initial Business Response /* (1000, 5, 2014/04/30) */
Ms. [redacted]
Revdex.com
Re: Plan # XXXXXXXX
Dear Ms. [redacted],
Regarding the denial of coverage for the reimbursement of repairs to the air conditioner, completed by the Plan Holders Out-Of-Network Contractor; the following is a...

brief summary of the Plan file and coverage.
09/30/13 Plan coverage was ordered.
10/29/13 Plan fee was received by Old Republic Home Protection (ORHP).
10/30/13 Declaration sheet and Plan brochure was mailed to the Plan Holder.
04/21/14 The Plan Holder called ORHP and informed us he hired an Independent Out-Of-Network Contractor to repair his air conditioner, and he requested reimbursement for the repair.
Please refer to page 7 of the Plan titled When You Need Us that states:
"For Service: Place service requests online at www.orhp.com
or call us at X-XXX-XXX-XXXX
We accept service requests 24 hours a day, 365 days a year.
We require you to contact us so we may have the opportunity to select a Service Provider.
We will not reimburse you for services performed without our prior authorization."
However, as strictly as a matter of goodwill, if Mr. [redacted] wishes us to review the circumstances of the service, including the diagnosis and paid invoice, please inform Mr. [redacted] to provide the information to me at his earliest convenience.
Sincerely,
[redacted]
Claims Manager
Old Republic Home Protection
Initial Consumer Rebuttal /* (3000, 7, 2014/05/05) */
(The consumer indicated he/she DID NOT accept the response from the business.)
I will provide the diagnosis and paid invoice to Mr. [redacted] as requested but do not expect anything to be resolved. I paid for this service at the closing of the purchase of the property. I never received anything from the company subsequently. No Declaration sheet and Plan brochure was ever delivered to my home. I had not information on the plan or how to contact the company. My regular AC service provider diagnosed and fixed the problem quickly. I had to search for information on Old Republic and finally had to go to the closing papers for the name and research on the internet. This seems to me to be a scam.

Initial Business Response /* (1000, 5, 2015/04/28) */
Ms. [redacted]
Revdex.com
Re: Plan XXXXXXXX
Dear Ms. [redacted],
Regarding the service request for the dishwasher; on behalf of Old Republic Home Protection (ORHP) and its employees, please extend our sincere apologies for the...

circumstances outlined in Mr. [redacted]'s letter.
ORHP, like other home warranty companies, uses Independent Network Service Providers to service our Plan Holders. Although efforts are made to dispatch qualified Service Providers that can provide quality service, occasionally circumstances occur that are unacceptable to ORHP and our Plan Holder.
I assure you, ORHP employees value the trust each of our Plan Holders place in us to resolve their service request in a timely and professional manner and when this does not occur, steps are taken to review what went wrong and implement improvement.
Based on the information Mr. [redacted] provided, I have taken personal responsibility to address the issues outlined with the Service Provider and individuals involved, ensuring they understand the result of their actions and comments.
According to the file, my associate, Mr. [redacted], will follow up and ensure the service request is resolved in a timely manner. If Mr. [redacted] has any questions, please advise him to contact Mr. [redacted] at XXX-XXX-XXXX ext. 1063, for assistance.
ORHP appreciates Mr. [redacted] taking the time to provide his opinion and perspective of his service experience, which in turn, provides ORHP the opportunity to improve the service we provide to our customers.
Best regards,
[redacted]
Claims Manager
Old Republic Home Protection

Initial Business Response /* (1000, 5, 2016/01/12) */
RE: Plan # XXXXXXXX
Dear Ms. [redacted],
Regarding the service request for the sewer ejector pump; on behalf of Old Republic Home Protection (ORHP) and its employees, please extend our sincere apologies for the circumstances outlined...

in Mr. [redacted]' letter.
After further review of the file, it was determined that the optional sewer ejector pump coverage was not purchased on Mr. [redacted]' Plan. We have contacted Mr. [redacted] and advised him regarding his coverage.
I assure you, ORHP employees value the trust each of our Plan Holders place in us to resolve their service request in a timely and professional manner and when this does not occur, steps are taken to review what went wrong and implement improvement.
Based on the information Mr. [redacted] provided, I have taken personal responsibility to address the issues outlined with the individuals involved, ensuring they understand the result of their actions and comments.
As a result of the circumstances that occurred, ORHP has agreed to refund Mr. [redacted] his $100 Trade Call Fee, and he should receive the check within 20 days.
ORHP appreciates Mr. [redacted] taking the time to provide his opinion and perspective of his service experience, which in turn, provides ORHP the opportunity to improve the service we provide to our customers.
Best regards,
[redacted]
Plan Compliance Manager
Old Republic Home Protection

Initial Business Response /* (1000, 5, 2015/09/01) */
Ms. [redacted]
Revdex.com
Re: Plan XXXXXXXX
Dear Ms. [redacted],
Regarding the non-covered costs to install the new air conditioner condenser; I reviewed the file and confirmed there were costs necessary to install the new condenser that...

were not covered by the Plan.
Please extend our sincere apologies to Mr. [redacted] that the terms and conditions of the Plan did not provide coverage for all of the costs necessary to install the new condenser. 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.
According to the file, on August 29, 2015, Mr. [redacted] spoke with my associate, Ms. [redacted], and agreed to accept $1,292 as cash settlement in lieu of the repair. A check for $1,292 has been processed and will be mailed to Mr. [redacted] within the next ten business days.
If Mr. [redacted] has any questions, please advise him to contact Ms. [redacted] at XXX-XXX-XXXX Ext. [redacted], for assistance.
Sincerely,
[redacted]
Plan Compliance Manager
Old Republic Home Protection

Initial Business Response /* (1000, 5, 2015/06/25) */
Ms. [redacted]
Revdex.com
Re: Plan XXXXXXXX
Dear Ms. [redacted],
Regarding the service request for the air conditioner; after further review of the file, Old Republic Home Protection has re-dispatched Superior Plumbing, Heating and A/C...

and advised them to complete the covered repair of the air conditioner. They will contact the Plan Holder to schedule an appointment. If the Plan Holder does not hear from them in a timely manner, please advise them to contact our Customer Service Department at XXX-XXXXXXX for assistance.
Sincerely,
[redacted]
Claims Manager
Old Republic Home Protection
Initial Consumer Rebuttal /* (2000, 7, 2015/06/26) */
(The consumer indicated he/she ACCEPTED the response from the business.)
I wish it didn't have take this long or for me to contact the Revdex.com to ensure the company upholds there policy agreement. I accepted the offer.

Ms. [redacted]Revdex.comRe: Plan [redacted]Dear Ms. [redacted],Regarding the service request for the...

dishwasher, and Ms. [redacted] request to cancel her Plan; I have reviewed the file that indicates the Plan became effective for Ms. [redacted] on March 15, 2016, and on March 23, 2016, she contacted Old Republic Home Protection (ORHP) to place a service request for her dishwasher. Ms. [redacted] advised us that the dishwasher was leaking water, and had never operated properly for her after 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.ORHP values Ms. [redacted] as a customer, and we hope that she will realize the value of the Plan and the many benefits it provides. If she still wishes to cancel her Plan, please advise her to mail us a written request to the address below, fax the request to [redacted], or email the request to [redacted], and the Plan will be cancelled in accordance with the terms and conditions of the Plan. [redacted]Sincerely, [redacted]Plan Compliance ManagerOld Republic Home Protection

Initial Business Response /* (1000, 5, 2014/09/25) */
Ms. [redacted]
Revdex.com
Re: Plan XXXXXXXX
Dear Ms. [redacted],
Regarding the non-covered repairs necessary to install the new air conditioner air handler; I have reviewed the file and confirmed the cost for the plenum and duct...

modifications, necessary in order to install the new air handler, are not covered by the Plan.
Please refer to page 8 of the Plan titled Limitations of Liability that states:
"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:

4. The cost of construction, carpentry or other modifications made necessary
by existing or installing different equipment."
We apologize 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 inform him to contact us at XXX-XXX-XXXX for assistance.
Sincerely,
[redacted]
Claims Manager
Old Republic Home Protection
Initial Consumer Rebuttal /* (3000, 7, 2014/09/26) */
(The consumer indicated he/she DID NOT accept the response from the business.)
When we purchased our home in Oct. 2013, we knew the house was constructed in 2004 and knew that home warranty protection was required. We went with the company selection recommended by our agent. Big Mistake. Starting in May, 2014 Old Republic sent out the same vendor 3 times to fix our A/C problem, hot air coming out of the vents. No solution. Several weeks ago I called Old Republic to complain, they sent out a different vendor to diagnose. The result, equipment in the attic was condemned by that company with their recommendation to replace. They would be replacing a 10-year old piece of equipment that is not manufactured in 2014. The work requires duct movement in the plenum. And now Old Republic tells us we have to pay an additional $755 for items not covered.
Reading my copy of the warranty, the contract I paid for with Old Republic, I say it is covered. If you read the items listed in the response you will see from the following quote that that description does NOT apply and my response or reciting of the specific clause in the contract I cite DOES apply.
We paid an additional $70 for "Optional Home Buyer Coverage" under the section, "Air Condition Cooler (For Duct Work, see Heating System Coverage.) Quote:
"...in order to maintain system operational compatibility and operating efficiency that meets or exceeds that of the original equipment, we will replace any covered component as well as modify the plenum, indoor electrical, air handling transition, duct connections , and the installation of meter devices, as necessary."
And this is EXACTLY was needs to be done per my direct conversations with the vendor/contractor that Old Republic chose to diagnose our system. The vendor condemned the equipment that needs to replaced and as described in the paragraph above this is the work that needs to be done: replace the equipment, reroute the duct work in the plenum.
I recently retired after 44 years from a senior management position with a major corporation in Los Angeles. I was responsible for all facilities and HVAC equipment in those facilities. During my career I dealt with countless vendors, contractors and warranty companies. Old Republic is the absolute worst I have ever had to deal with. In my complaint with them now they obfuscate, lie, and cheat to avoid paying for the totality of the work required.
If they do not resolve this soon to my satisfaction I will continue my campaign to discredit them with the Revdex.com, online to as many complaint sites I can find, through a letter writing campaign to contractor and real estate associations.
And finally, I consider my warranty that I paid for with Old Republic to be a contract they have abrogated. And if they do not resolve this matter soon, I will see legal relief.
My wife and I have been dealing with this dishonest company since [redacted] 2014, it is now the end of September 2014. We will do whatever it takes to resolve this matter. Will Old Republic to the same? As of the date of this writing, 9-26-14, this complaint has NOT been resolved.
Final Business Response /* (4000, 9, 2014/09/29) */
Dear Ms. [redacted],
Regarding the replacement of the evaporative coil; the section of the contract Mr. [redacted] is quoting from says:
"When a condenser replacement is necessary, in order to maintain system
operational compatibility and operating efficiency that meets or exceeds that of the
original equipment, we will replace any covered component as well as modify the plenum,
indoor electrical, air handling transition, duct connections, and the installation of metering devices, as necessary."
The repair of Mr. [redacted]'s air conditioner does not require the replacement of his air conditioner condenser; as a result, the coverage listed in this section of the Plan does not apply.
We apologize the terms and conditions of the Plan do not provide coverage for all of the costs in this situation.
If Mr. [redacted] has any questions, please inform him to contact my associate, Ms. [redacted] at XXX-XXX-XXXX ext. [redacted] for assistance.
Sincerely,
[redacted]
Claims Manager
Old Republic Home Protection
Final Consumer Response /* (4200, 13, 2014/09/30) */
(The consumer indicated he/she DID NOT accept the response from the business.)
Let me start by saying this response from Old Republic DOES NOT resolve this issue.
To answer, I paid an addition $70 in Optional Buyer Coverage to cover this problem. If Old Republic wanted to resolve this issue by paying for duct and plenum work as well as the coil which they will pay for they can do so. They have chosen not to do so. This is bad faith execution of the warranty and the parsing of the warranty language and their continuing refusal to "do the right thing" in regards to this issue reinforces my belief that is company is poison and should be avoided by consumers at all costs.
I contacted my real estate agent who handled the sale of the house last week. Told him of the issue. He informed me that we was contacting the Old Republic sales rep in Phoenix to tell her that he was NOT going to recommend Old Republic for home warranty coverage from now on. In addition, I have contacted other organizations about Old Republics bad faith: RipOff Report.com, Yavapai County Contractor Association, Arizona State Realtor Association (Phoenix), Prescott Area Association of Realtors, Yelp.com, Angie's List.com, and I have filed a complaint with the State of Arizona Attorney General. I feel that this additional plenum and duct work is covered per the language and intent of the Air Conditioner/Cooler additional and optional coverage I paid for when I purchased this plan. I paid $330 for the warranty, $120 in service call feels and still the A/C has not been fixed. I totally reject Old Republic avoidance and obfuscation. Again, I am telling the Revdex.com, I reject Old Republic's response and that this issue has not been resolved. They have made NO effort whatsoever to resolve this problem in any of their responses to the Revdex.com or to me.

Initial Business Response /* (1000, 6, 2015/09/17) */
Ms. [redacted]
Revdex.com
Re: Plan XXXXXXXX
Dear Ms. [redacted],
Regarding the brand name of the air conditioning equipment Old Republic Home Protection attempted to install for Ms. [redacted]; I have reviewed the file which indicates...

that the equipment brand name is [redacted], and it is manufactured by Carrier. I have also confirmed that equipment being installed is in accordance with the terms of coverage.
Please refer to page 8 of the Plan that states:
"This Plan does not cover:
Matching dimensions, color (including stainless steel) or brand. We are
responsible for providing installation of equipment comparable in features
(features that affect the operation of the system or appliance), capacity and
efficiency only."
According to the file, my associate, Mr. [redacted], Call Center Manager, has spoken with Ms. [redacted] and she agreed to accept $2,000 as cash settlement in lieu the replacement of the air conditioner.
If Ms. [redacted] has any further questions, please advise her to contact Mr. [redacted] at
XXX-XXX-XXXX Ext. [redacted] for assistance.
Sincerely,
[redacted]
Plan Compliance Manager
Old Republic Home Protection
Initial Consumer Rebuttal /* (3000, 8, 2015/09/25) */
(The consumer indicated he/she DID NOT accept the response from the business.)
Old Republic Warrantee is suppose to provide a service to home owners to help when something goes wrong with working parts of a home. Instead, they cause the homeowner more stress by using cheap products with matching specs that do not have same warrantee match or quality! They tried to do this with us now 2 times. First was a garbage disposal now the AC unit on our home. $2000 doesn't touch the quality of a Carrier unit as they originally stated they would install. They checked on the price of the Carrier unit that was comparable to the [redacted] they tried to install and came back and said they couldn't do it because the cost was too high. Carrier only distributes [redacted], they do not make [redacted]! The fact they couldn't make the deal happen tells the story. We waited 10 days on their promise that they were going to install a Carrier unit. Once we rejected the unit, it took 2 more days of fighting with ORHP before coming to a $2000 settlement, only $59.60 more than their original offer due to the misunderstanding. Then they informed us they cut checks on Wednesdays and it was late Wednesday when we reached a settlement amount which for the record didn't cover half the installed cost of a decent unit in Arizona! The cheapest price for a middle of the road brand was $4500 installed with a crane! So now we have paid a $65 service call 3 times while they slapped bandaids on our AC unit all the while knowing a 30 year old AC unit needed replaced along with the addition of $2500 for a unit to be installed. Now comes the best part, the supervisor/ Mr. [redacted] promised the check would be expedited/overnighted and in our hands no later than the 25th. We scheduled our new AC to be installed that day, counting on his word! I called the Tuesday before to confirm it would be overnighted. The customer service dept confirmed the notes were in the system for the accounting dept to expedite! I thought we were good. I call today (25th) to get tracking number, and found out they dropped the check in the mail! Now we have been out of air since the end of August, it has been a month in Arizona with temperatures over 100 degrees and my husband at home with a heart condition during this entire time. We already were in a financial bind due to his health issues and him not working since April. We are an average working family and when one of the 2 incomes goes away, we count on the protections we put in place. You can not count on ORHP! When I completely broke down and called Mr. [redacted], he apologized and agreed that the system failed and offered to pay any out of pocket we should incur due to the cash price we were quoted vs. the credit price we now have to pay. Nice gesture, but didn't really ease the stress that took place between us, ORHP and 2 different AC companies just trying to take care of their customers and make some money! At this point, there is no response from ORHP that will change the fact we endured a month of 100 degree weather in our home, 2 broken promises from ORHP and the worst case of customer service I have ever dealt with in my life! I want this dispute to reflect unresolved because of the broken promises and poor customer service. The only thing ORHP offered was any out of pocket we might face should we have to pay a cash vs. credit price with ac company that is on my roof as I speak installing our new unit not knowing I don't have the cash to pay them in my hands. Even Mr,. [redacted] was speechless and apologetic the way this all went down.

Final Business Response /* (4000, 10, 2015/09/28) */
Dear Ms. [redacted],
Regarding the service request for the air conditioner and the delay issuing the cash settlement check; on behalf of Old Republic Home Protection (ORHP) and its employees, please extend our sincere apologies for the circumstances outlined in Mrs. [redacted]'s letter.
I assure you, ORHP employees value the trust each of our Plan Holders place in us to resolve their service request in a timely and professional manner and when this does not occur, steps are taken to review what went wrong and implement improvement.
Based on the information Mrs. [redacted] provided, I have taken personal responsibility to address the issues outlined with the individuals involved, ensuring they understand the result of their actions and comments.
ORHP appreciates Mrs. [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, 2014/12/03) */
Plan # XXXXXXXX
Dear Ms. [redacted],
We have contacted Mr. [redacted], and Old Republic Home Protection has dispatched a different Independent Network Service Provider to provide a second opinion diagnosis regarding the failure of the...

equipment.
If Mr. [redacted] has any questions, please inform him to contact us at XXX-XXX-XXXX for assistance.
Sincerely,
[redacted]
Claims Manager
Old Republic Home Protection
Initial Consumer Rebuttal /* (2000, 7, 2014/12/14) */
(The consumer indicated he/she ACCEPTED the response from the business.)
They have replaced the ac unit in question,and they are checking out the 2nd unit for leaks in the coils,both units are 16 to 17 years old,the tech for Ice Cube Air said they last between 15 to 20years,so yes I'm happy with the outcome

Initial Business Response /* (1000, 5, 2015/06/19) */
Ms. [redacted]
Revdex.com
Re: Plan # XXXXXXXX
Dear Ms. [redacted],
Regarding the service request for the air conditioner; on behalf of Old Republic Home Protection (ORHP) and its employees, please extend our sincere apologies for the...

circumstances outlined in Ms. [redacted]'s letter.
ORHP, like other home warranty companies, uses Independent Network Service Providers to service our Plan Holders. Although efforts are made to dispatch qualified Service Providers that can provide quality service, occasionally circumstances occur that are unacceptable to ORHP and our Plan Holder.
I assure you, ORHP employees value the trust each of our Plan Holders place in us to resolve their service request in a timely and professional manner and when this does not occur, steps are taken to review what went wrong and implement improvement.
Based on the information Ms. [redacted] provided, I have taken personal responsibility to address the issues outlined with the Service Provider and individuals involved, ensuring they understand the result of their actions and comments.
I have reviewed the file and my associate, Mr. [redacted], has spoken with Ms. [redacted], and will follow up to ensure the service request is resolved in a timely manner. If Ms. [redacted] has any questions, please advise her to contact Mr. [redacted] at XXX-XXX-XXXX ext. [redacted] for assistance.
ORHP appreciates Ms. [redacted] taking the time to provide her opinion and perspective of her service experience, which in turn, provides ORHP the opportunity to improve the service we provide to our customers.
Best regards,
[redacted]
Claims Manager
Old Republic Home Protection
Initial Consumer Rebuttal /* (3000, 7, 2015/06/22) */
(The consumer indicated he/she DID NOT accept the response from the business.)
As of Friday 6/19/15 Air-Tech/Old Republican are still wanting to put a band-aid on the problem. They want to replace the evaporator coil and me pay $50 for the recapture of the freon, which I would normally not have a problem with, however there is no guarantee that this will fix the problem with the unit. And then it's all on me. Why even get a home warranty to begin with? Again, this is a 22 yr old unit. All my research shows that these units have a life of 15-20 years. I would have thought (common sense) that on 6/2 when Air-Tech came back out after 4 days and had to put 2lbs more of freon in that they could have figured out that there was a leak somewhere that maybe they can't find outside the unit especially with the age of the unit. Also on 6/2 I asked tech if he checked under house? He said he did when he was out there on 5/28/15. A different tech came out on 6/8/15 and did go under house and replaced a fan cap. Why didn't first tech do that if he went under house?On 6/15/15 tech came out and said unit ok. If unit is ok why does it keep freezing up? Now that the warranty has run out(6/18/15) they are finally thinking outside the box. I believe they (both companies) are working together just to buy time so they can wash their hands of this situation. This is insane!!! The unit needs replaced. It is wore out!! Plain and simple!! From a business stand point I don't know how they can justify spending more money doing patch work on the unit than what it would cost them to pay customer $1500 (their limit) towards a new unit. To me this is not good business for them or the customer.
Final Business Response /* (4000, 9, 2015/06/24) */
Ms. [redacted]
Revdex.com
Re: Plan XXXXXXXX
Dear Ms. [redacted],
Regarding the service request for the air conditioner; I have reviewed the file and the decision to repair or replace a covered system or appliance is based on the diagnosis and recommendation by the Independent Network Service Provider (INSP); they are the experts if a system can be repaired, not Old Republic Home Protection.
According to the INSP, the replacement of the defective evaporative coil will repair the air conditioner system. My associate, Mr. [redacted], spoke with Ms. [redacted] on June 19, 2015 regarding a portion of the repair that is not covered by the Plan, and is waiting to hear back from her regarding the service request. Please advise Ms. [redacted] to contact Mr. [redacted] at
XXX-XXX-XXXX ext. [redacted] for assistance.
Sincerely,
[redacted]
Claims Manager
Old Republic Home Protection
Final Consumer Response /* (4200, 13, 2015/06/25) */
(The consumer indicated he/she DID NOT accept the response from the business.)
I expected that response. The INSP and Old Republic are working hand in hand. Old Republic says the INSP says its fixable, yet they won't guarantee me that it will fix the unit and I won't have any more problems out of it. The INSP says Old Republic won't authorize a new unit. So which one is it. I'm getting two different stories. With that being said, I chose to take the money that Old Republic would have allowed for the repair. I have had 3 different HVAC companies out and all three have said my unit has been a good one for lasting this long, but it's time for a new one. I also asked them how much to replace the evaporator coil and all estimate was between $900-$1000. Old Republic is sending me $692.95.I am NOT a satisfied customer. I have also contacted my realtor to let her know about the horrible experience I have had with this company. I will NOT recommend this company to anyone.

Initial Business Response /* (1000, 5, 2014/09/12) */
Ms. [redacted]
Revdex.com
Re: Plan # XXXXXXXX
Dear Ms. [redacted],
Regarding the denial of coverage for the evaporative coil condensate drain pump; I have reviewed the file and the condensate drain pump is not a covered item listed...

on the Standard Plan.
We apologize 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 inform him to contact us at XXX-XXX-XXXX for assistance.
Sincerely,
[redacted]
Claims Manager
Old Republic Home Protection

Initial Business Response /* (1000, 5, 2014/04/10) */
Ms. [redacted]
Revdex.com
Re: Plan # XXXXXXXX
Dear Ms. [redacted],
Regarding the service request for the air conditioner, please extend our sincere apologies to Mr. [redacted] for the circumstances related in his letter.
I have reviewed...

the file, and Old Republics Homer Protection has dispatched another independent network Service Provider to diagnosis the air conditioner, and we will follow up with Mr. [redacted] no later than April 12th with a resolution to his service request.
If Mr. [redacted] has any questions, please inform him to contact us at XXX-XXX-XXXX for assistance.
Sincerely,
[redacted]
Claims Manager
Old Republic Home Protection
Initial Consumer Rebuttal /* (3000, 7, 2014/04/14) */
(The consumer indicated he/she DID NOT accept the response from the business.)
They did send someone to trouble shoot the issue on 4/9. They found a leak in the A-coil. This is the same coil that one of Old Republic's vendors replaced in August of 2013. This current vendor could not find the serial number on the A-coil so they advised that they had to contact Old Republic for the next course of action. It appears that the vendor that replaced the coil either removed the serial number or did not replace the A-coil with a warrantied item. Old Republic contacted me on 4/11 that they would be sending the vendor back to my house to look for the serial number since they need it to have it replaced under warranty. Their vendor did not show up. Today, 4/14, Old Republic called about an update stating that their vendor showed up. I informed Old Republic that was not the case. They were surprised. I told them I had arranged to have someone replace the A-coil and I wanted to send them the bill since they have failed to resolve the problem. They advised they call me back.

Initial Business Response /* (1000, 5, 2015/07/30) */
Ms. [redacted]
Revdex.com
Re: Plan XXXXXXXX
Dear Ms. [redacted],
Regarding the service request for the upstairs air conditioner; I have reviewed the file and according to the technicians from Daniel's Heat & Air, and Speedy Electric and AC,...

the air conditioner has no mechanical malfunction and is operating as designed.
In addition, I spoke with the technician from Speedy Electric and AC, and he advised me that he completed a thorough diagnosis of the air conditioner system, and it had a 17 degree temperature split, which is within manufacturer specifications, and also inspected the attic ducts and diagnosed they are intact and operating as designed.
If the Plan Holder has additional information she believes should be considered, please advise her to forward it to me for review.
Sincerely,
[redacted]
Claims Manager
Old Republic Home Protection
Initial Consumer Rebuttal /* (3000, 7, 2015/07/31) */
(The consumer indicated he/she DID NOT accept the response from the business.)
29 amps when 30 is the max means it is clearly not running properly. My children are sleeping in a sweat lodge. Please do the right thing!!
Final Consumer Response /* (3000, 19, 2015/12/02) */
I canceled my service over the phone and specifically asked how much my refund would be. When I got my letter in the mail, it did not match.
I spent several months haggling with this company over my air-conditioner that did not work. After several visits to my house they finally fixed the air-conditioner but it actually wasn't fixed. I canceled my service and I called and asked how much I would be refunded. I was told that my payment would be prorated based on how many months I'd use and how many were left in the year. I was told that I would be charged a $50 cancellation fee, and I explained the air-conditioner situation and told them that I would be disputing the $50 because of the lack of help that I see from the company and the incompetent people they sent to work on the house. Apparently those people that work in customer service are also incompetent because, not only did I not receive a refund, they told me that I owed money because of services that they had done during the year. The representative on the phone gave me wrong information, and what I am demanding is that I receive a prorated amount of what I paid versus what was left in the year. Because they never fixed the air conditioner and because of the incompetency of the people they sent out, I also want to be refunded the $50 cancellation fee. This business should not be in existence and others should be and will be warned. They were terrible to work with, and they never fixed a single thing in my house that was supposed to be fixed. For example, my icemaker went out and they did not fix the ice maker. They told me that they just couldn't fix it and that was the end of it. My pool pump was leaking, and it never stopped leaking, and when I got tired of having to come home from work to meet contractors, I hired somebody myself to change the seal and fix the leak. I hope they will do the right thing and refund the money they owe me.
I would like a refund for the portion of the year from the date of cancellation.
Final Business Response /* (4000, 21, 2015/12/03) */
Dear Ms. [redacted],
Please extend our apologies for the circumstances related in Ms. [redacted]'s letter. If she has invoices for repairs completed by an Out-Of-Network Contractor for a covered system or appliance that she believes are covered by the Plan, please advise her to forward them to me for review at:
Old Republic Home Protection
P.O. [redacted]
San Ramon, CA XXXXX
With regard to the request to cancel the Plan; please refer Ms. [redacted] to page 9 of the Plan that states:
"Texas Residents: You may cancel this Plan at any time for any reason. If Plan is
cancelled after the initial seven day cancellation period, the homeowner shall be
entitled to a pro rata refund of the paid Plan fee for the unexpired term less service
cost and a $50 administrative cost incurred by us."
If Ms. [redacted] has any questions regarding the terms of cancellation, please advise her to contact the Accounting Department at XXX-XXX-XXXX for assistance.
Sincerely,
[redacted]
Plan Compliance Manager
Old Republic Home Protection

Initial Business Response /* (1000, 5, 2015/10/28) */
Plan XXXXXXXX
Dear Ms. [redacted],
Regarding the denial of coverage for the air conditioner; please advise Mr. [redacted] to provide me the written diagnosis and invoice from his Out-Of-Network Contractor for my review. Mr. [redacted] can...

either email the information to me at [redacted]@orhp.com , or mail it to my attention at the following address.
Old Republic Home Protection
P.O. Box 1507
San Ramon, CA XXXXX
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

Initial Business Response /* (4000, 9, 2016/01/05) */
Ms. [redacted]
Revdex.com
RE: Plan # [redacted]
Dear [redacted],
Regarding the service request for the refrigerator, and the alleged damage caused by the Independent Network Service Provider ([redacted]); 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 [redacted] 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.
With regard to the alleged damage caused by the [redacted]; my associate, Ms. [redacted], Contractor Relations Supervisor, will review Mr.[redacted] file and provide him assistance resolving this situation with the Service Provider. If Mr.[redacted] has any questions, please advise him to contact Ms. [redacted] at 800-[redacted] Ext. [redacted], or her manager, Ms. [redacted] at Ext. [redacted] for assistance.
ORHP appreciates Mr.[redacted] taking the time to provide his opinion and perspective of his service experience, which in turn, provides ORHP the opportunity to improve the service we provide to our customers.
Best regards,
[redacted]
Plan Compliance Manager
Old Republic Home Protection
Initial Consumer Rebuttal /* (4200, 11, 2016/01/07) */
(The consumer indicated he/she DID NOT accept the response from the business.)
My follow-up is summarized below:
During the first conversation, the agent from Old Republic Home Protection gave me a phone number of the insurance company, which I was told to contact. But, the phone number is not avaiable in my area.
During the second conversation, the agent gave me another phone number, which turned out to be an auto insurance company. But, the complaint I filed is about home service.
When I talked with Old Republic for the third time, the agent gave me a simply answer: they can do nothing.
Bottom line: stay away from Old Republic if you want to have a good life.
Final Business Response /* (4000, 17, 2016/01/12) */
[redacted],
It is unclear to me what Mr.[redacted] is referring to so I will email him a copy of the General Liability Certificate which will list the information needed to file a claim. If Mr.[redacted] has any further questions, please advise him to contact the Contractor Relations Manager, Ms.[redacted] at 800-[redacted] Ext [redacted].
thank you
[redacted]
Plan Compliance Manager
Final Consumer Response /* (4200, 20, 2016/01/13) */
(The consumer indicated he/she DID NOT accept the response from the business.)
Dear [redacted],
Please kindly be advised that I already submitted my response last night. All I want to repeat is that it is the responsibility of Old Republic to compensate for the damage because the technician is contracted with Old Republic and he came to my house fully due to Old Republic's arrangement.
Thanks,

Initial Business Response /* (1000, 5, 2015/02/13) */
Ms. [redacted]
Revdex.com
Re: Plan # XXXXXXXX
Dear Ms. [redacted],
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. [redacted]'s letter.
ORHP, like other home warranty companies, uses Independent Suppliers to purchase repair components to complete covered repairs. Although efforts are made to purchase components from Suppliers that can provide quality service, occasionally there are delays in obtaining components in a timely manner 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.
I have reviewed the file and my associate, Ms. [redacted] spoke with Mr. [redacted] on February 4, 2015, and agreed as a gesture of goodwill, to provide him $175 toward the increase in his electrical bill as the result of the delay completing his service request. According to the file, a check for $175 was mailed to Mr. [redacted] on February 11, 2015.
ORHP appreciates Mr. [redacted] taking the time to provide his opinion and perspective of his service experience, which in turn, provides ORHP the opportunity to improve the service we provide to our customers.
Best regards,
[redacted]
Claims Manager
Old Republic Home Protection
Initial Consumer Rebuttal /* (2000, 7, 2015/02/20) */
(The consumer indicated he/she ACCEPTED the response from the business.)
Check received. Thank you for fixing this matter.

Initial Business Response /* (1000, 5, 2014/06/26) */
Ms. [redacted]
Revdex.com
Re: Plan # XXXXXXXX
Dear Ms. [redacted],
Regarding the service request for the air conditioner; on behalf of Old Republic Home Protection (ORHP) and its employees, please extend our sincere apologies for the...

circumstances outlined in Mr. [redacted]'s letter.
ORHP, like other home warranty companies, uses Independent Network Service Providers to service our Plan Holders. Although efforts are made to dispatch qualified Service Providers that can provide quality service, occasionally circumstances occur that are unacceptable to ORHP and our Plan Holder.
I assure you, ORHP employees value the trust each of our Plan Holders place in us to resolve their service request in a timely and professional manner and when this does not occur, steps are taken to review what went wrong and implement improvement.
Based on the information you provided, I have taken personal responsibility to address the issues outlined with the Service Provider and individuals involved, ensuring they understand the result of their actions and comments.
I have reviewed the file and confirmed with the Independent Network Service Provider that the air conditioner was repaired on June 24th, 2014, and is operating as designed.
ORHP appreciates Mr. [redacted] taking the time to provide his opinion and perspective of his service experience, which in turn, provides ORHP the opportunity to improve the service we provide to our customers.
Best regards,
[redacted]
Claims Manager
Old Republic Home Protection
Initial Consumer Rebuttal /* (3000, 7, 2014/06/30) */
(The consumer indicated he/she DID NOT accept the response from the business.)
I have a problem accepting the response given by Old Republic as it runs contrary to their service ethics
This case was opened on June 2nd and was closed on June 24th, this was not handled fast or efficiently. After the first Service Providers (Centco) installed the fan motor incorrectly (according to the second service provider ([redacted] A/C)), I requested the second provider finish the work as the first made numerous mistakes and didn't show up for two appointments. This request was rebuffed, as it was "company policy" to have the first provider complete the work. I received many excuses as to why there were multiple delays in repairing my a/c unit. During this time, temperature in my home reached upwards of 85-90 degrees Fahrenheit. I was not offered a hotel room or any compensation (a portable a/c unit) to help me cope with the heat during my wait. I am a recent heart patient who doesn't need to be in the heat or humidity, as I've told your customer service representatives numerous times... I do realize that Old Republic has little control over their independent network service providers work, but they are the one's that choose their providers. That being said, had I the opportunity to choose a different provider than Centco A/C services I would have after their first visit. I understand that ORHP wasn't responsible for the unit housed in my garage needing to be replaced as it was in working shape. But, I do believe that since the need for this equipment to be replaced falls on Centco A/C and by proxy ORHP for installing the fan motor incorrectly, I should be compensated a portion of the $690 cost of replacing the unit.
Sincerely,
[redacted] B. [redacted]
Final Business Response /* (4000, 9, 2014/07/03) */
Ms. [redacted],
As related in our original response, we apologize for the circumstances that occurred as the result of the Independent Network Service Provider. In addition, please advise Mr. [redacted] I have waived the $65 Trade Call fee as a result of the delays completing service.
ORHP values Mr. [redacted] as a customer and we hope to have the opportunity to provide the service he warts and deserves, during the remainder of his Plan term.
Sincerely,
[redacted]
Claims Manager
Old Republic Home Protection

Initial Business Response /* (1000, 5, 2014/10/08) */
Ms. [redacted]
Revdex.com
Re: Plan # XXXXXXXX
Dear Ms. [redacted],
Regarding the service request for the garbage disposal; on behalf of Old Republic Home Protection (ORHP) and its employees, please extend our sincere apologies for the...

circumstances outlined in Ms. [redacted]'s letter.
ORHP, like other home warranty companies, uses Independent Network Service Providers to service our Plan Holders. Although efforts are made to dispatch qualified Service Providers that can provide quality service, occasionally circumstances occur that are unacceptable to ORHP and our Plan Holder.
I assure you, ORHP employees value the trust each of our Plan Holders place in us to resolve their service request in a timely and professional manner and when this does not occur, steps are taken to review what went wrong and implement improvement.
Based on the information Ms. [redacted] provided, I have taken personal responsibility to address the issues outlined with the Service Provider and individuals involved, ensuring they understand the result of their actions and comments.
I have reviewed the file and my associate, Ms. [redacted] has attempted to reach Ms. [redacted], but her voicemail will not accept messages at this time. On October 7, 2014, Ms. [redacted] re-dispatched the service request to Drain Aid Plumbing to service the garbage disposal.
Please inform Ms. [redacted] to contact Ms. [redacted] at XXX-XXX-XXXX ext. [redacted] for assistance, or she can contact Drain Aid Plumbing at XXX-XXX-XXXX to schedule a convenience appointment.
ORHP values Ms. [redacted] as an eight year customer, and we appreciate 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