Old Republic Home Protection Company, Inc.

Initial Business Response /* (1000, 5, 2015/08/18) */
Ms. [redacted]
Revdex.com
RE: Plan # XXXXXXXX
Dear Ms. [redacted],
Regarding the service request for the water heater; 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, my associate, Ms. [redacted], has been assigned to follow up and ensure the service request is resolved in a timely manner.
ORHP appreciates Ms. [redacted] taking the time to provide her opinion and perspective of her service experience, which in turn, provides ORHP the opportunity to improve the service we provide to our customers.
Best regards,
[redacted]
Claims Manager
Old Republic Home Protection

Initial Business Response /* (1000, 5, 2015/08/17) */
Ms. [redacted]
Revdex.com
RE: Plan # XXXXXXXX
Dear Ms.[redacted],
Regarding the service request for the microwave oven; on behalf of Old Republic Home Protection (ORHP) and its employees, please extend our sincere apologies for the...

circumstances outlined in Mr. [redacted]'s letter.
ORHP, like other home warranty companies, uses Independent Network Service Providers to service our Plan Holders. Although efforts are made to dispatch qualified Service Providers that can provide quality service, occasionally circumstances occur that are unacceptable to ORHP and our Plan Holder.
I assure you, ORHP employees value the trust each of our Plan Holders place in us to resolve their service request in a timely and professional manner and when this does not occur, steps are taken to review what went wrong and implement improvement.
Based on the information Mr. [redacted] provided, I have taken personal responsibility to address the issues outlined with the Service Providers and individuals involved, ensuring they understand the result of their actions and comments.
Please advise Mr. [redacted] that I have dispatched A & B Appliance to return to his home and diagnose his microwave oven, and they will contact him to schedule an appointment. If Mr. [redacted] would like to contact them directly, they can be reached at XXX-XXX-XXXX.
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

I have had this warranty company for 3 years. I have had problems with my HVAC for the last year and a half. The contractors Old Republic uses change constantly and are extraordinarily unprofessional. It's also impossible to get any kind of expedited service. I had a true HVAC company come out and look (due to continued problems with Old Republic) and the work that had been done to my system did not meet code and was unsafe (wires lying in water, dryer vent piece used to hold up rusty part). I would never use a warranty company again.

Initial Business Response /* (1000, 5, 2015/11/05) */
Ms. [redacted]
Revdex.com
Re: Plan XXXXXXXX
Dear Ms. [redacted],
Regarding the service request for the pipe leak, and reimbursement for covered costs completed by an Out-Of-Network Contractor; I have reviewed the file and prior to...

receiving the Revdex.com complaint on November 4, 2015, my associate, Mr. [redacted], spoke to Ms. [redacted] on November 2, 2015, and agreed to provide her the balance of the repair.
Mr. [redacted] has processed the check for $264 and Ms. [redacted] should receive it within 20 days.
If Ms. [redacted] has any questions, please advise her to contact Mr. [redacted] at XXX-XXX-XXXX Ext 1533, for assistance.
Sincerely,
[redacted]
Plan Compliance Manager
Old Republic Home Protection
Initial Consumer Rebuttal /* (2000, 7, 2015/11/06) */
(The consumer indicated he/she ACCEPTED the response from the business.)
As long as the check is received I am happy with the outcome. I will await the check.
Final Business Response /* (4000, 14, 2015/11/18) */
Dear Ms. [redacted],
Please advise Ms. [redacted] that the check was mailed on November 12, 2015. If she does not receive it within ten days, please advise her to contact our Accounting Department at XXX-XXX-XXXX for assistance.
Sincerely,
[redacted]
Plan Compliance Manager
Old Republic Home Protection
Final Consumer Response /* (2000, 16, 2015/11/20) */
(The consumer indicated he/she ACCEPTED the response from the business.)
The final check has been received. Thank you.

Initial Business Response /* (1000, 5, 2015/05/11) */
Ms. [redacted]
Revdex.com
Re: Plan # XXXXXXXX
Dear Ms. [redacted],
Regarding the service request for the kitchen refrigerator; 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.
Please advise Ms. [redacted] to provide me a copy of the invoice from her Out-Of-Network Contractor for my review, and I will reimburse her for covered repairs.
ORHP values Ms. [redacted] as a customer, and we hope that she realizes 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 ORHP, or fax her request to XXX-XXX-XXXX, and the Plan will be cancelled in accordance with the terms and conditions pf the Plan.
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, 12, 2015/06/05) */
RE: Case #XXXXXXXX:Old Republic Home Protection Company, Inc./Middle Ground Response I'm requesting Revdex.com to mediate obtaining reimbursement for me RE:Case #XXXXXXXX:Old Republic Home Protection Company, Inc./Middle Ground Offer I am requesting Revdex.com to present my Middle Ground offer to Old Republic Home Protection,which is to have Revdex.com to act as mediation on my behalf of receiving full reimbursement for the invoice from my Out-of-Network Contractor repairs for my refrigerator. I will provide Revdex.com a copy of the invoice for the Out-of-Network Contractor repairs because I do not trust Old Republic to follow through on this reimbursement due to the fact that their representatives telling me in the past that they would not cover repairs to my refrigerator. Also, due to the fact that this plan has not been a value and has not provided any benefits to me. I have been a victim of fraud, false advertisement,exploitation,highly unethical and unprofessional business practices. Especially, since not only did Fixx My Appliance state that Old Republic Home Protection does not cover repairs, but J/S Mechanical has stated the same thing to me and I was out of another $75.00 Trade Service Call Fee. Old Republic Home Protection advertise that they provide qualified Service Providers and this is not true. The Providers arrive and the customers are exploited for the fee and left to find Out-of-Network Providers whom we must pay another Trade Call Fee and actually have the service provided.
Your Desired Resolution:
I am requesting full reimbursement with 10 calendar days of the invoice for my Out of pocket, Out-of-Network Contractor repairs
Final Business Response /* (4000, 14, 2015/06/08) */
Ms. [redacted],
Please advise Ms. [redacted] we received a copy of the Sears repair invoice on June, 5, 2015, and it is being processed for payment; the check will be mailed to Ms. Finny within the next ten business days.
If Ms. [redacted] has any questions, please advise her to contact me at her convenience at
XXX-XXX-XXXX ext. [redacted]
Sincerely,
[redacted]
Claims Manager
Old Republic Home Protection

I've reached out to ORHP on 3/30/2016 and the staff assisting me over the phone was unwilling to budge on me having to pay an additional $337 on top of my trade call fee since the 1st contractor unethically billed ORHP that amount for coming out and doing no work, eating into my coverage limit of...

$1,500 per year on the salt system for the pool.I have asked to speak with their supervisor regarding this issue and I've been told to wait in line for them to reach back to me to address the issue.

Initial Business Response /* (1000, 5, 2014/07/29) */
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.
According to the file, ORHP has provided Ms. [redacted] $300 toward the purchase of a portable air conditioner, while the Independent Network Service Provider attempts to locate a replacement motor for her water source air conditioner.
My associate, Ms. [redacted] has been in contact with Ms. [redacted], and will continue to follow up to resolve this service request.
If Ms. [redacted] has any questions, please advise her to contact Ms. [redacted] at XXX-XXX-XXXX ext [redacted] for assistance.
Sincerely,
[redacted]
Claims Manager
Old Republic Home Protection
Initial Consumer Rebuttal /* (3000, 7, 2014/07/30) */
(The consumer indicated he/she DID NOT accept the response from the business.)
We are a family of 6 with 3 dogs living in a 3000 sq ft house. The portable air conditioner they provided money for is good up to 300 sq ft enough for one bedroom. We are in [redacted] where there have been multiple heat advisories this summer. 5 weeks with no air living in a bedroom for the 6 of us is unacceptable. It is 90 plus degrees in the remaining parts of the house. I was told by Ms [redacted] she would make sure this gets fixed and make sure this does not happen again yet she has failed to fix the initial problem. The 'attempts' to locate a replacement motor is not being done in a timely manner.
Final Business Response /* (4000, 9, 2014/08/04) */
Ms. [redacted],
I have confirmed the Service Provider completed the repair on August 2nd, 2014, and the system is operating as designed at this time. We sincerely apologize to Ms. [redacted] and her family for any inconvenience as the result of the delays completing the repair.
If Ms. [redacted] has any questions, please inform her to contact us at XXX-XXX-XXXX for assistance.
Sincerley,
[redacted]
Claims Manager
Old Republic Home Protection

We got our ORHP through our realtor during our home purchase. We had no knowledge of the company beforehand. ORHP has been wonderful. Even the repairmen who come out to the house talk about how ORHP is the best around. We are now nearing our renewal time, and I found out ORHP won't renew us. They won't give a reason and there is no appeal process. This is my only complaint. The phone agent and her supv kept repeating, "its in the contract, at our discretion..." I get that, but I don't understand them not giving us any feedback. Is our house too old (1976)?, if so, why did they accept our contract last Oct?, did we use it too many times during this first year?, I don't know. And I was told our address will never be eligible again.
I see many warranty co's dont cover pre-existing issues. ORHP never denied one of our service request and our house is nothing but pre-existing issues due to its age. I will still recommend ORHP, but I will definitely warn people of this issue.

Initial Business Response /* (1000, 5, 2015/05/29) */
[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 (INSP) 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.
In addition, please advise Mr. [redacted] the non-covered costs to replace the air handler would still have been necessary had the first INSP, Turner Service, diagnosed that the air handler required replacement.
We apologize the terms and conditions of the Plan did not provide coverage for a portion of the air handler replacement. 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]
Claims Manager
Old Republic Home Protection
Initial Consumer Rebuttal /* (3000, 7, 2015/06/01) */
(The consumer indicated he/she DID NOT accept the response from the business.)
First of all....its MS. [redacted]. I am not entirely sure who names their son [redacted]. As of the claim, I understand the OOP cost for the Air Handler. However, my family, including my 4 year old son went without AC for nearly 1 and 1/2 months, whichis ENTIRELY unacceptable. Not to mention, the lost wages I had due to your "independent" contractors, that YOU choose by the way, caused me to leave at 1 and did not show up at my door step till 545....that is absolutely unacceptable. I feel I am entitled to the compensation. We had to go get a window unit to put into one room so that me and my family would not have a heat stroke in the 90 plus degree weather. I feel you should compensate me the cost of the unit, due to YOUR lack sending a competent contractor to fix my original problem.
Final Business Response /* (4000, 9, 2015/06/02) */
Dear Ms. [redacted],
Please extend my apology to Ms. [redacted] for using the incorrect prefix to her name. With regard to the diagnosis by the Independent Network Service Provider; as mentioned in our original response, we sincerely apologize for the any delay as the result of the service provided. When we spoke with the technician from Turner Service, the only malfunction he diagnosed was the compressor had failed in the condenser. There is no way he could have detected that the evaporative coil also had a leak until the air conditioner was operational after the new condenser was installed.
After installing the condenser April 13, 2015, the system appeared to be operating as designed and on [redacted] 6, 2015 he returned to repair a refrigerant leak at the condenser. After receiving a call from Ms. [redacted] that the air conditioner was still not cooling properly, it was diagnosed that the evaporative coil had failed, which necessitated replacement of the air handler.
Again, please extend our sincere apology for any inconvenience that occurred.
Sincerely,
[redacted]
Claims Manager
Old Republic Home Protection

Initial Business Response /* (1000, 5, 2015/07/09) */
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 circumstances that occurred, please advise Ms. [redacted] to provide me a legible copy of the diagnosis and invoice from Gilbert Air for my review. Once I have reviewed the information, I will contact Ms. [redacted] regarding how ORHP will assist her.
ORHP appreciates Ms. [redacted] taking the time to provide her opinion and perspective of her service experience, which in turn, provides ORHP the opportunity to improve the service we provide to our customers.
Best regards,
[redacted]
Claims Manager
Old Republic Home Protection

Initial Business Response /* (1000, 5, 2016/01/26) */
Ms. [redacted]
Revdex.com
RE: Plan # XXXXXXXX
Dear Ms. [redacted],
Regarding the service request for the heating system; on behalf of Old Republic Home Protection (ORHP) and its employees, please extend our sincere apologies for the...

circumstances outlined in Ms. [redacted]'s letter.
ORHP, like other home warranty companies, uses Independent Network Service Providers to service our Plan Holders. Although efforts are made to dispatch qualified Service Providers that can provide quality service, occasionally circumstances occur that are unacceptable to ORHP and our Plan Holder.
I assure you, ORHP employees value the trust each of our Plan Holders place in us to resolve their service request in a timely and professional manner and when this does not occur, steps are taken to review what went wrong and implement improvement.
Based on the information you provided, I have taken personal responsibility to address the issues outlined with the Service Providers and individuals involved, ensuring they understand the result of their actions and comments.
According to the file, my associate, Mr. [redacted], spoke with Ms. [redacted] on January 22, 2016, and will follow up to ensure the service request is resolved in a timely manner. If Ms. [redacted] has any further 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]
Plan Compliance Manager
Old Republic Home Protection
Initial Consumer Rebuttal /* (3000, 7, 2016/01/27) */
(The consumer indicated he/she DID NOT accept the response from the business.)
It is now 1/27, still, no HVAC system, no heat in our house. It seems like ORHP continually has the same complaint against them, it's their timeliness and the quality of the Independent Network Service Providers they employ. I want to personally know these "steps that are taken to review what went wrong and implement improvement" with my service request. It's beyond embarrassing for ORHP that it has taken them almost an ENTIRE month to fix our system (again, still not fixed to date) when [redacted] was in a snow/ice storm this past weekend. I only wish I would have read their reviews online before renewing our warranty. I have no idea how they are still accredited by the Revdex.com. These "sincere apologies" are not keeping me and my family warm, a competent technician and a functioning furnace would have though, when we first called January 5th.
Final Business Response /* (4000, 9, 2016/01/28) */
Ms. [redacted],
Please extend our sincere apologies for the delay resolving Ms. [redacted]'s service request. According to the file we are refunding the $75 Trade Call Fee, and my associate, Mr. [redacted], is following up to resolve this service request as quickly as possible.
If Ms. [redacted] has any questions, please advise her to contact Mr. [redacted] at XXX-XXX-XXXX Ext [redacted].
Sincerely,
[redacted]
Plan Compliance Manager
Old Republic Home Protection

Initial Business Response /* (1000, 5, 2016/01/27) */
Ms. [redacted]
Revdex.com
RE: Plan # XXXXXXXX
Dear Ms. [redacted],
Regarding the service request for the shower valve; 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.
According to the file, on January 25, 2016, my associate, Mr. [redacted], spoke with the Plan Holder 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]
Plan Compliance Manager
Old Republic Home Protection
Initial Consumer Rebuttal /* (3000, 7, 2016/01/28) */
(The consumer indicated he/she DID NOT accept the response from the business.)
We had to hire an out-of-network plumber to come and resolve the problem. We are currently waiting to see if we will be reimbursed since we had to pay for their services on top of paying for the service call of the in-network plumber. We are currently out $180 for a 20 minute fix. We would have only been out $60 if the initial plumbers would have been competent enough to find the problem.
Final Business Response /* (4000, 9, 2016/01/29) */
Ms. [redacted],
Regarding the service request for the shower valve, and reimbursement for the repair; I reviewed the file that indicates Mr. [redacted] has approved full reimbursement of the repair, and Ms. [redacted] should receive the check within 20 days. If she has any questions, please advise her to contact Mr. [redacted] at XXX-XXX-XXXX Ext. [redacted] for assistance.
Sincerely,
[redacted]
Plan Compliance Manager
Final Consumer Response /* (2000, 11, 2016/02/01) */
(The consumer indicated he/she ACCEPTED the response from the business.)
I will allow this complaint to be closed once the payment is received.

Initial Business Response /* (1000, 5, 2015/01/21) */
Ms. [redacted]
Revdex.com
Re: Plan # XXXXXXXX
Dear Ms. [redacted],
Regarding the service request the propane pool heater; 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 Provider and individuals involved, ensuring they understand the result of their actions and comments.
Please inform Ms. [redacted] that her service request has been transferred to Elite Pool & Spa, and they will contact her to schedule an appointment to service her pool heater. If she wishes to contact them directly, they can be contacted at XXX-XXX-XXXX.
If Ms. [redacted] has any questions, 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 /* (3000, 7, 2015/02/04) */
(The consumer indicated he/she DID NOT accept the response from the business.)
There have been steps made to resolve the issue since the initiation of this complaint; however, the issue has not been completely resolved, so I can't accept the response at this time.
Final Business Response /* (4000, 9, 2015/02/06) */
Dear Ms. [redacted],
I confirmed with Steve at Elite Pool that the pool heater has been installed and the completion of the repair is pending the gas line installer returning to hook up the gas. The gas line installer is currently out of town and is scheduled to return on February 11, 2014; he will call our Plan Holder after the 11th to schedule an appointment.
If Ms. [redacted] has any questions, please inform her to contact Elite Pool at (XXX) XXX-XXXX, or contact us at XXX-XXX-XXXX for assistance.
Sincerely,
[redacted]
Claims Manager
Old Republic Home Protection
Final Consumer Response /* (4200, 11, 2015/02/15) */
(The consumer indicated he/she DID NOT accept the response from the business.)
The matter is still not resolved. The gas line installer has yet to contact me after repeated attempts to contact him since the date listed. Steve from Elite Pool has also tried to contact the gas line installer several times as well with no success.

Initial Business Response /* (1000, 5, 2014/07/18) */
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.
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, and based on the circumstances that occurred; ORHP has agreed to reimburse Mr. [redacted] $86.14, which represents the balance for the repair of his refrigerator. Please advise Mr. [redacted] I have processed a check, and it will be mailed to him within the next ten business 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]
Claims Manager
Old Republic Home Protection
Initial Consumer Rebuttal /* (2000, 7, 2014/07/21) */
(The consumer indicated he/she ACCEPTED the response from the business.)
It turns out that ORHP does actually care what their customers think. I am glad this was taken care of properly, I am a bit surprised to be honest. Customer Service is what keeps a business running and when your employees are lacking in that department, I think that the company should know.
Thank you Old Republic Home Warranty for stepping up and taking responsibility for the short-comings of select employees in your company, I appreciate the time, the apologies, and the remaining portion of the reimbursement. This warrants a second chance in my opinion.

Initial Business Response /* (1000, 5, 2015/08/17) */
Plan XXXXXXXX
Ms. [redacted],
I spoke to Ms. [redacted] on August 13, 2015 to provide assistance and a resolution; she advised me that if I can be of assistance, she will contact me after August 17th.
Sincerely,
[redacted]...

[redacted]
Claims Manager
Old Republic Home Protection

Initial Business Response /* (1000, 5, 2014/02/12) */
Ms. [redacted]
Revdex.com
Re: Plan XXXXXXXX
Dear Ms. [redacted],
Regarding the denial of coverage for the furnace; after further review of the file, Old Republic Home Protection will be dispatching another company for a second opinion...

to diagnose the cause of failure of the furnace. Please inform Ms. [redacted] she will receive a call from another furnace company to schedule an appointment.
If Ms. [redacted] has any questions or does not hear from the independent network Service Provider, please inform her to contact us at XXX-XXX-XXXX for assistance.
Sincerely,
[redacted]
Claims Manager
Old Republic Home Protection

Initial Business Response /* (1000, 5, 2015/10/27) */
Ms. [redacted]
Revdex.com
Re: Plan XXXXXXXX
Dear Ms. [redacted],
Regarding the service request for the HVAC system; 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.
As a result of the circumstances that occurred, and strictly as a matter of goodwill, ORHP has agreed to honor Mr. [redacted]'s request and reimburse him $1,760. I have processed a check that will be mailed within the next 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 Consumer Rebuttal /* (3000, 7, 2015/11/09) */
They have claimed to have mailed me a check but I have not received the proceeds to date
Final Business Response /* (4000, 9, 2015/11/10) */
Dear Ms. [redacted],
I confirmed the check was issued on October 30th, 2015, and picked up by the USPS on Monday, November 2nd, 2015, and mailed to the property address. We have advised Mr. [redacted] that if he has not received the check by ten days after mailing, to advise us and we would place a stop payment and re-issue a new check.
Sincerely,
[redacted]
Plan Compliance Manager
Old Republic Home Protection

Initial Business Response /* (1000, 5, 2014/07/07) */
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.
Please inform Ms. [redacted] that we value her as a customer, and we hope she will realize the value of the Plan and the many benefits it provides. However, if she still wishes to cancel her Plan, please advise her to mail a written request to ORHP, or fax the request to XXX-XXX-XXXX, and the Plan will be cancelled in accordance with the terms and conditions of the Plan.
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

[redacted]
Revdex.com
 
black">RE:      Plan # [redacted]
 
Dear [redacted],
 
Regarding the service request for the plumbing stoppage; 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 spoken with [redacted] and has processed the reimbursement for the stoppage repair completed by an Out-of-Network Contractor. 
 
If [redacted] has any questions, please advise him to contact [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

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