Old Republic Home Protection Company, Inc.

Complaint: [redacted]I am rejecting this response because:Someone needs to read the full file for my residence.  We had to have a washer dryer man come out at the end of August and said we would need to and electrician because there was no power was going to the dryer.  We called and payed to have someone clean out lent vents and had Old republic assign contract to electrician who was coming for the air conditioner since we already had an appointment.  Normally I wouldn't mention this except for the fact that The electrician showed up and found the [redacted] had turn off power to dryer  which cost me not only time and frustration but 60dollars for dryer man 30 dollars in quarters for the laundromat right before school started.  The final straw was the fact that after over two months the Electrician didn't need to do anything stating it was not necessary.  By my count I am out so far about 420 dollars and I still don't have a working Air conditioner. You might want to consider giving me next years contract for free.  Since summer almost over and we will probably have same problems when next summer comes along.  Except for the Air conditioner I have been pleased the last 8 years I have had Old republic warranty except for one contractor who you have let me turn down and the Air conditioner Sellers. We got the contract recommended by my brother who is with [redacted] this situation has been filled with tension frustration for my entire family  I would like it resolved but it seems to get worse as time goes onSincerely,[redacted]

Initial Business Response /* (1000, 5, 2015/04/27) */
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 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 spoken with [redacted] at Hodge Heating & Air of Lake Norman and based on our conversation, ORHP will reimburse Mr. [redacted] for the $258 repair of his heating system; a check for $258 is being processed and will be mailed to Ms. [redacted] 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, 2015/04/28) */
(The consumer indicated he/she ACCEPTED the response from the business.)
Thank you, Revdex.com!

Initial Business Response /* (1000, 5, 2016/01/12) */
Ms. [redacted]
Revdex.com
Re: Plan XXXXXXXX
Dear Ms. [redacted],
Regarding the service request for the range; 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.
I have reviewed the file that indicates that Ms. [redacted] was advised on January 11, 2016 that we have dispatched Budget Appliance to confirm the malfunction of the range, and we have instructed them to contact ORHP with their diagnosis.
Once ORHP has their diagnosis, we will expedite the resolution of Ms. [redacted]'s service request.
According to the file, my associate, Mr. [redacted] is following 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.
Sincerely,
[redacted]
Plan Compliance Manager
Old Republic Home Protection
Initial Consumer Rebuttal /* (3000, 7, 2016/01/15) */
(The consumer indicated he/she DID NOT accept the response from the business.)
The time it has taken for all of these issues and the subsequent inconvinence have not been addressed. Budget Appliance was at our house yesterday late afternoon and I just learned that they have still not filed a report with Old Republic and it is the end if the day. I would expect Old Republic to be adamant that they get that as quickly as possible and it doesn't seem like that has been the case.
Final Business Response /* (4000, 9, 2016/01/18) */
Dear Ms. [redacted],
According to the file, the technician from Budget Appliance submitted his diagnosis to ORHP on January 16, 2016, and we spoke with Mr. [redacted] the same day to discuss his options. My associate, Ms. [redacted] has been assigned to follow up to resolve the service request, and 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
Final Consumer Response /* (4200, 12, 2016/01/19) */
I just indicated on the website that the issue has not been resolved. Am I also supposed to include the middle ground offer on the website? I fear I messed up on that part because I didn't include it.
[redacted]

Initial Business Response /* (1000, 5, 2015/08/12) */
Ms. [redacted]
Revdex.com
RE: Plan # XXXXXXXX
Dear Ms. [redacted],
Regarding the cancelation of the Plan, and the refund of the Plan Fee; 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.
According to the file, my associate, Ms. [redacted], has processed the Plan Fee refund, and a check will be mailed to Mr. [redacted] within the next ten business days. If Mr. [redacted] has any questions, please advised him to contact Ms. [redacted] at XXX-XXX-XXXX 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]
Claims Manager
Old Republic Home Protection
Initial Consumer Rebuttal /* (2000, 12, 2015/09/01) */
The business corrected the situation with a full refund of the amounts charged. I appreciated the timely response and the professionalism that the Representative showed me after the last encounter with the business.

Initial Business Response /* (1000, 5, 2016/01/05) */
Ms. [redacted]
Revdex.com
RE: Plan # XXXXXXXX
Dear Ms. [redacted],
Regarding the service request for your kitchen faucet; 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.
I have reviewed the file that indicates my associate, Mr. [redacted] has been assigned to review the file and has left a message for Ms. [redacted] to discuss her service request. Please advise Ms. [redacted] to contact Mr. [redacted] at XXX-XXX-XXXX Ext. [redacted] at her convenience.
As a result of the circumstances that occurred, and strictly as a matter of goodwill, ORHP has agreed to honor Ms. [redacted]'s request to waive the Trade Call Fee.
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, 2016/01/08) */
(The consumer indicated he/she DID NOT accept the response from the business.)
I did not receive a call or a voicemail from Mr. [redacted] as he stated. I called him after receiving this Revdex.com response and left him a message. I then received a return call from a coworker of Mr. [redacted] but I was unable to speak for very long due to being at work at the time of the call. I spoke with my husband and we have decided to go through the steps necessary to cancel our home warranty and receive a full refund. We do not want to work with a business that does not cover any of our claims. Thank you.
Final Business Response /* (4000, 15, 2016/01/13) */
Ms. [redacted],
Please extend my sincere apologies for the information outlined in Ms. [redacted]'s response to the Revdex.com. Old Republic Home Protection prides itself on providing stellar customer service, and based on Ms. [redacted]'s information, this did not occur.
I assure you this situation has been brought to the attention of management to address the circumstances related in Ms. [redacted]'s response, with Mr. [redacted]
Sincerely,
[redacted]
Plan Compliance Manager
Old Republic Home Protection
Final Consumer Response /* (4200, 19, 2016/01/14) */
(The consumer indicated he/she DID NOT accept the response from the business.)
There was not a proposed resolution outlined in the last response.
[redacted]

Turned out my a/c was improperly installed. This caused additional condensation causing a leak in my attic.
My warranty states I am protected from improper installs as long as the issue is to make system work correctly but not covered if is causes the system to "fail".
Turns out, the warranty is wrong. Since there is a leak and a/c is technically working, I am not covered. However, if the leak creates more issues causing the system to fail, I am covered. Really?????
I had three reps contradict themselves several times. In fact, none could answer my hypothetical question "if improper install, when is it covered?".
Save your money as they will find loopholes and technicalities to avoid covering your issue.

Initial Business Response /* (1000, 5, 2015/12/15) */
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.
As a result of the circumstances that occurred, and strictly as a matter of goodwill, ORHP has agreed to honor Ms. [redacted]'s request, and she will be reimbursed for the cost to replace her water heater by an Out-Of-Network Contractor.
According to the file, the reimbursement has been processed and Ms. [redacted] should receive a check within 20 days.
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, 2014/06/13) */
Ms. [redacted]
Revdex.com
Re: XXXXXXXX
Covered Property: [redacted] CA XXXXX
Dear Ms. [redacted]
On behalf of Old Republic Home Protection and its employees, please extend our sincere thanks to Mr. [redacted] for being...

an Old Republic Plan Holder. It was a pleasure serving him the past few years. Upon review of his file, we conclude that his Plan is ineligible for renewal. We apologize for any inconvenience this [redacted] cause.
Please refer to RENEWAL/TRANSFER/CANCELLATION that states:
"RENEWAL/TRANSFER: This Plan is transferable. This Plan may be renewed at our discretion only. In that event, you will be notified of the prevailing rate and terms of renewal. Premium rates [redacted] increase upon renewal..."
In the event Mr. [redacted] wants to maintain his home warranty coverage, he may wish to contact another Home Warranty Company to obtain coverage. We recommend he visits the National Home Service Contract Association website at homeservicecontract.org for a list of reputable companies. We do not suggest companies that sell home warranties strictly over the internet, as many are not properly licensed and/or regulated as required.
Once at the site, click on the map, click on the appropriate state, and a list of NHSCA Member companies that conduct business in that state will appear. Please inform him not to call the NHSCA, as they do not recommend specific providers, and are not staffed to provide additional assistance.
Again, we apologize for any inconvenience.
Respectfully,
Old Republic Home Protection Co., Inc.

Initial Business Response /* (1000, 6, 2014/01/28) */
Ms. [redacted]
Revdex.com
Re: Plan XXXXXXXX
Dear Ms. [redacted],
Regarding the service request for the refrigerator; I have reviewed the file and my associate, Ms. [redacted] Customer Service Manager, has been in contact with Ms. [redacted]...

to resolve her service request.
If Ms. [redacted] has any additional questions, please inform her to contact Ms. Rivera at XXX-XXX-XXXX ext [redacted] for assistance.
Sincerely,
[redacted]
Claims Manager
Old Republic Home Protection
Phone: XXX-XXX-XXXX x 1224
[redacted]@orhp.com
Initial Consumer Rebuttal /* (3000, 8, 2014/01/29) */
(The consumer indicated he/she DID NOT accept the response from the business.)
Nothing has changed since I first contacted you except they have been ignoring my requests, and not compromising. They did email me, but no compromising. The only option they gave me was the original option which I found unfair. That was to give me a less than adequate fridge that did not have the features mine does , nor is it the right size. or $790. which is not enough for me to buy a fridge comparable to the quality of mine. Plus they owe me an additional $75 because they charged me twice for the same problem because the original problem was not fixed. The repair man confirmed the problem was never fixed it just took a few months for the ice to accumulate and cause the leak again. I asked for $1000 for a fridge plus the $75 refund for the repair man. My compromise is $900 for the fridge and they still need to refund me for charging me two service fee's. This company is so rude, and trying to trick customers. They have more bad reviews on yelp than good and the President told me they don't care because they make enough money. Their mission statement says "it's not about company policy it's about customer service" but they have not tried to help or compromise or even be nice. Their mission statement is a lie and they trick people with disclaimers and don't try at all to help or be nice. My proof is Yelp and that I am not the only one. They only have two stars, and the President of the company said that less than half of the customers renew. That is probably the half that did not need service on their appliances. Please help. This business is so inappropriate and unfair. Thanks.

Initial Business Response /* (1000, 5, 2015/07/15) */
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]' letter.
ORHP, like other home warranty companies, uses Independent Network Service Providers and part suppliers to service our Plan Holders. Although efforts are made to dispatch qualified Service Providers and to utilize part suppliers 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 July 12, 2015, my associate, Mr. [redacted] spoke with Ms. [redacted] and confirmed the repair was completed and the air conditioner was operating as designed.
ORHP appreciates Ms. [redacted] taking the time to provide her opinion and perspective of her service experience, which in turn, provides ORHP the opportunity to improve the service we provide to our customers.
Best regards,
[redacted]
Claims Manager
Old Republic Home Protection
Initial Consumer Rebuttal /* (2000, 7, 2015/07/16) */
(The consumer indicated he/she ACCEPTED the response from the business.)
The air conditioner was fixed on July 10th, but ONLY after I provided my Revdex.com complaint and told Old Republic that I had filed a complaint. On July 9th, after filing the complaint, I was told by Old Republic that they had not ordered the part. They authorized the local dealer to pick up the part, which he had asked to do over a week earlier, and Old Republic told him that it would be ordered. We called daily, and each representative told us the part was ordered, but no one would give us a tracking number. Only after they were told I had filed a complaint, a supervisor finally started working on the problem. Even on the day of the 9th, it took eight hours and two calls from me for Old Republic to call me back with a solution (even though this same supervisor said he would call within the hour). I am sure that if I had not involved the Revdex.com that Old Republic would have continued to stall and not have fixed the air conditioner. We do not appreciate the deceptive nature of customer service agents telling us day after day a part had been ordered, when indeed, it never had been. Putting a part into "order query" and actually ordering/shipping are different things. Our home sat at almost 90 degrees for 12 days because Old Republic refused to allow the tech to purchase the part and do his job. In the end, the Revdex.com complaint forced Old Republic to get the job done.

Initial Business Response /* (1000, 5, 2014/07/03) */
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.
According to the file, on July 1st, 2014, ORHP dispatched a different Independent Network Service Provider, and the air conditioner was repaired.
If Ms. [redacted] has any questions, or the need for further service, please inform her to contact us at XXX-XXX-XXXX for assistance.
ORHP appreciates Ms. [redacted] taking the time to provide her opinion and perspective of her service experience, which in turn, provides ORHP the opportunity to improve the service we provide to our customers.
Best regards,
[redacted]
Claims Manager
Old Republic Home Protection

Initial Business Response /* (1000, 8, 2015/06/12) */
Ms. [redacted]
Revdex.com
Re: Plan XXXXXXXX
Dear Ms. [redacted],
Regarding the eligibility of Mr. [redacted] to renew his Plan; I have reviewed the file and have agreed to allow Mr. [redacted] the opportunity to renew his Plan if he wishes to do...

so. Old Republic Home Protection appreciates that Mr. [redacted] has been our customer for the past three years.
My associate, Ms. [redacted] will be contacting Mr. [redacted] within the next few days to discuss renewal.
Sincerely,
[redacted]
Claims Manager
Old Republic Home Protection

Initial Business Response /* (1000, 5, 2015/04/01) */
Ms. [redacted]
Revdex.com
Re: Plan XXXXXXXX
Dear Ms. [redacted],
Regarding the service request for the water heater; I reviewed the file and the plumber from RSA Plumbing diagnosed that the condition of the water heater tank indicated...

it was leaking prior to 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 are reported,
during the term of the Plan that:
C) Have become inoperable due to normal wear and use, rust, corrosion, and chemical or
sediment build-up after the effective date of coverage. Pre-existing conditions are not
covered."
According to the file, although a $65 Trade Call Fee (TCF) is due for each service request, strictly as a matter of goodwill, Old Republic Home Protection (ORHP) agreed to waive the TCF.
Please extend our apologies to Mr. [redacted] that the terms and conditions of the Plan did not provide coverage in this situation. While the intent of ORHP is to provide as much coverage as possible, the Plan is not all inclusive and there are limitations which are standard in the home warranty industry.
If Mr. [redacted] has any questions, please advise him to contact us at XXX-XXX-XXXX for assistance.
Sincerely,
[redacted]
Claims Manager
Old Republic Home Protection
Initial Consumer Rebuttal /* (3000, 7, 2015/04/02) */
(The consumer indicated he/she DID NOT accept the response from the business.)
I lived in this house for a year prior to purchasing the property. The water heater, although old and showing some rust stains along the seams, funchtioned without flaws untill the day of question. The day of the malfunction/leak cooincidentally was the effective date of my plan. ORHP tried to tell me over the phone w/o even having anyone look at the heater that they would not cover the item as it had to be "installed and in proper working order" on the effective date, but a malfunction wasn't covered that date. I called the sales rep on the policy and was immediately told they would cover the item and send a plumber out the following day. I was out of town and the plumber stated that the heater was leaking prior to the effective date yet gave no explination of how he arrived at that conclusing, yet he would replace the heated for $740. Everyone wins except the cunsummer. Plumber gets a quick easy job with a better payout than the insurance company would provide and the insurance company gets out of their stated service agreement. Typical example of both industries taking advantage of the consumer for profits.
Final Business Response /* (4000, 9, 2015/04/03) */
Dear Ms. [redacted],
Please extend our apologies that the terms and conditions of the Plan did not provide coverage. Old Republic Home Protection, like other home warranty companies, base their coverage decisions on the diagnosis of the Service Provider; they are the experts with regard to diagnosing the cause of failure or timeline of failure.
Sincerely,
[redacted]
Claims Manager
Old Republic Home Protection

Contacted Old Republic for our heater not working. They called out their guy for our area. The guy told Old Republic on their very first report to Old Republic,which was 2 days later-- that the heater was an improper install and would need replacement. I got a call 8 DAYS after that from Old Republic that they were denying coverage BECAUSE of the improper install. I was not happy that we had to wait 10 days total without a heater only to be denied using the excuse that they knew about on their VERY FIRST report from the company they contracted! I should have been told the very first day they got the report that it would be denied so that I could have gotten someone out to fix it.

Initial Business Response /* (1000, 5, 2014/11/06) */
Ms. [redacted]
Revdex.com
Re: Plan # XXXXXXXX
Dear Ms. [redacted],
Regarding the service request for the pipe leak, and Mr. [redacted]'s request to be reimbursed for the repair of his water heater; 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 service request and confirmed that the Independent Network Service Provider diagnosed the pipe leak was located outside the main foundation of the home and service was denied based on the terms and conditions of coverage. Due to the circumstances that occurred, my associate, Mr. Spencer, spoke with Mr. [redacted] on November 3, 2014 and agreed to waive the $60 Trade Call Fee.
With regard to the request by Mr. [redacted] for reimbursement of part costs for repairs he completed to his water heater; I have reviewed the file that indicates Mr. [redacted] did not place a service request for his water heater.
Please refer to page 7 of the Plan titled When You Need Us that states:
"We will provide service for covered systems or appliances which malfunction, and are reported,
during the term of the Plan that:
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).
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."
We apologize the terms and conditions of the Plan do not provide coverage for these situations. While the intent of ORHP is to provide as much coverage as possible, the Plan is not all inclusive and there are limitations which are standard in the home warranty industry.
If Mr. [redacted] has any questions, please inform him to contact us at XXX-XXX-XXXX for assistance.
Best regards,
[redacted]
Claims Manager
Old Republic Home Protection

Initial Business Response /* (1000, 10, 2014/03/10) */
Ms. [redacted]
Revdex.com
Re: Plan # XXXXXXXX
Dear Ms. [redacted],
Regarding the request from Mr. [redacted] for the reimbursement of $735 for the replacement of his dishwasher; I have reviewed the file and Old Republic Home Protection did...

not authorize Mr. [redacted] to replace his dishwasher.
Please refer to page 7 of the Plan titled When You Need Us that states:
"We will not reimburse you for services performed without our prior authorization."
With regard to the notation on Elite Appliance's invoice that he recommended replacement of the dishwasher; we called [redacted] at Elite Appliance, and he informed us when he diagnosed the dishwasher, it operated as designed. Mr. [redacted] reported an electrical shock occurred when touching the dishwasher, though [redacted] was unable to duplicate this symptom. Strictly for liability reasons, [redacted] wrote on the invoice that he recommended replacement of the dishwasher.
The Plan provides coverage for covered systems or appliances reported as malfunctioning during the term of the Plan; in this case, there was no malfunction found with the dishwasher.
Based on the model dishwasher Mr. [redacted] had in his home, ORHP's estimated replacement cost would have been $355. [redacted] has agreed, strictly as matter of goodwill, to provide Mr. [redacted] $200 toward the purchase of his new dishwasher. ORHP will mail a check to Mr. [redacted], on behalf of Elite Appliance, within the next ten business days.
If Mr. [redacted] has any additional questions or the need to place a service request, please inform him to contact us at XXX-XXX-XXXX for assistance.
Sincerely,
[redacted]
Claims Manager
Old Republic Home Protection
Initial Consumer Rebuttal /* (3000, 12, 2014/03/11) */
(The consumer indicated he/she DID NOT accept the response from the business.)
Elite Appliance Repair came out and performed a good service call in good faith. They even waived the service call fee. Elite Appliance should NOT (even in good will) have to pay toward this dishwasher. The money needs to come directly from ORHP. Please advise.
Final Business Response /* (4000, 14, 2014/03/13) */
Ms. [redacted]
Revdex.com
Regarding the service request for the dishwasher; based on the circumstances that occurred, Elite Appliance was unable to confirm the existence of a malfunction that allegedly caused an electrical shock when the dishwasher was touched. The owner of Elite Appliance informed us the only reason he noted on the invoice he recommended replacement of the dishwasher, was to prevent liability, on his part, should the alleged symptom reoccur.
Old Republic Home Protection would have authorized the repair or replacement of the dishwasher, providing Elite Appliance was able to duplicate, and confirm, a mechanical malfunction of the dishwasher. If the alleged symptom cannot be duplicated while the independent network Service Provider is at the home, we are unable to authorize repair or replacement.
We are sorry if this situation resulted in any inconvenience for Mr. [redacted].
Sincerely,
[redacted]
Claims Manager
Old Republic Home Protection
Final Consumer Response /* (4200, 16, 2014/03/14) */
(The consumer indicated he/she DID NOT accept the response from the business.)
Ms. [redacted]
I am not disputing that Elite Appliance could not duplicate the electrical shock. Nonetheless earlier in the week, the dishwasher shocked a 5 year old child twice, and myself once.
It was worrisome enough for Elite Appliance to note that the dishwasher should be replaced.
It was worrisome enough for me and my family to avoid potential tragedy if someone was hurt or worse. Therefore I replaced the dishwasher even though it exhibited no further signs of electrical shock.
This is something that ORHP should refund; it is the reason that people purchase home warranties - to be protected from high cost home expenses.
I am requesting, again, that ORHP refund the $735 I spent on a new dishwasher, or at the very least to find "middle" ground, split the cost with me.
Thank you.

ORHP supervisor contacted me twice this morning, 1st time stating they got in contact with Contractor 1's supervisor and noted that they sticking with what Contractor 1 did on the work report. I told ORHP I was unaware of any "phantom work" that was performed as Contractor 1 left my premises after ~15 minutes, and they spent a good 5-10 min talking to me telling me how to clean my salt cell, shifting the blame for an inoperative salt cell panel due to cleaning needed.I told ORHP that ORHP never confirmed with me that Contractor 1 was wanting to perform any work and never gave them the "go ahead" as they said nothing needed to be done on their end. ORHP's response was since the repair job was under a certain dollar threshold, they didn't need to be contacted to confirm the actual work order and simply reimbursed Contractor 1 for whatever amount they claimed was needed. ORHP contacted Contractor 1 again to get more clarification.ORHP called me back a second time and said after further analysis of the situation, the work Contractor 1 claimed to have performed was not even relating to the salt system, so I won't be hitting the $1,500 limit anymore.[redacted]Revdex.comRE: Plan # [redacted]Dear [redacted], Regarding the service request for the pool equipment; on behalf of Old Republic Home Protection (ORHP) and its employees, please extend our sincere apologies for the circumstances outlined in **. [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.I have reviewed the file that indicates my associate, **. [redacted], has spoken with **. [redacted] and will follow up to ensure the service request is resolved in a timely manner. 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]Old Republic Home Protection

Initial Business Response /* (1000, 5, 2014/10/22) */
RE: Plan # XXXXXXXX
Revdex.com Case # XXXXXXX
Dear Mr. [redacted],
Regarding the service request for your washer; on behalf of Old Republic Home Protection (ORHP) and its employees, please accept our sincere apologies for the...

circumstances outlined in your letter.
ORHP, like other home warranty companies, uses independent network Service Providers to service our Plan Holders. Although efforts are made to dispatch qualified Service Providers that can provide quality service, occasionally circumstances occur that are unacceptable to ORHP and our Plan Holder.
I assure you, ORHP employees value the trust each of our Plan Holders place in us to resolve their service request in a timely and professional manner and when this does not occur, steps are taken to review what went wrong and implement improvement.
As a result of the circumstances that occurred, and strictly as a matter of goodwill, ORHP has agreed to honor your request to refund your Trade Call Fee.
We will continue to follow up to ensure completion of your service request.
Best regards,
[redacted]
Claims Manager
Old Republic Home Protection

Initial Business Response /* (1000, 5, 2015/02/25) */
Ms. [redacted]
Revdex.com
Re: Plan XXXXXXXX
Dear Ms. [redacted],
Regarding the service request for the plumbing stoppage; I have reviewed the file and the
Out-Of-Network Contractor hired by Mr. [redacted] informed us that the cause of the...

stoppage was roots in the drain line.
Please refer to page 3 of the Plan under Plumbing Coverage that states:
"Not Covered: ... stoppages due to roots; leaks/damage caused by roots ... "
Please extend our apologies to Mr. [redacted] that the terms and conditions of the Plan did 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.
According to the file, on February 19, 2015, Old Republic Home Protection received a request from Mr. [redacted] to cancel his Plan, and the Plan fee refund was mailed to him on February 23, 2015.
If Mr. [redacted] has any questions, please advise him to contact us at XXX-XXX-XXXX for assistance.
Sincerely,
[redacted]
Claims Manager
Old Republic Home Protection
Initial Consumer Rebuttal /* (3000, 7, 2015/03/01) */
(The consumer indicated he/she DID NOT accept the response from the business.)
Roots were not the main reason for the stoppage it was baby wipes. The fact that only your unjust claims rep awnsered my complaint when that was the person I took issue with in the first place shows just how much they are trying to cover up their actions. Their are no roots in my plumbing! I had that problem taken care of 2 years ago. All of my plumbing is now pvc pipe. You sir or mam are misinformed and I will do everything in my considerable power to make sure that no one I know ever purchases your services and that the atternies in savannah boycott your company in this area from now on. When closing on a house.
Final Business Response /* (4000, 9, 2015/03/04) */
Dear Ms. [redacted],
I have reviewed the file and our conversation with the plumber, Johnny, from Mr. [redacted] On February 17, 2015, Johnny informed us that roots were going in to the drain pipe, and that he had to cut open the pipe to remove the roots, then replace approximately 4 feet of drain pipe under the home in order to clear the stoppage.
I suggest if Mr. [redacted] is unsure of the information provided by Johnny, that he contact him at XXX-XXX-XXXX to discuss his diagnosis, and the repair he completed. If Mr. [redacted] obtains additional information he believes should be considered by Old Republic Home Protection (ORHP), please advise him to forward it to me for review.
Please extend our apologies to Mr. [redacted] that the terms and conditions of the Plan did 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.
Sincerely,
[redacted]
Claims Manager
Old Republic Home Protection

Initial Business Response /* (1000, 6, 2014/04/30) */
Ms. [redacted]
Revdex.com
RE: Plan # XXXXXXXX
Dear Ms. [redacted],
Regarding the service request for the drain line stoppage; 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 Providers and individuals involved, ensuring they understand the result of their actions and comments.
Please inform Mr. [redacted] to send me a legible copy of the diagnosis and invoice from his Independent Out-Of-Network Contractor for my review.
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, 8, 2014/05/01) */
(The consumer indicated he/she DID NOT accept the response from the business.)
Dear Ms [redacted] and Mr [redacted],
I appreciate the offer to help. By request of Old Republic, I faxed a copied of the $400 invoice to XXX-XXX-XXXX on 4/28. I have a fax confirmation that the fax was successfully delivered at 9:26 am. I followed up after sending with Ilyana from Old Republic who said she would alert those working on this issue.
Please let me know you need me to email.
Thanks,
[redacted]
Final Business Response /* (4000, 10, 2014/05/02) */
Ms. [redacted],
Please inform Mr. [redacted] that we have received the copy of the invoice from his Independent Out-Of-Network contractor, and Old Republic Home Protection has agreed to reimburse the $150 cost to clear the stoppage; the check will be processed and mailed within the next ten business days.
If Mr. [redacted] has any questions, please inform him to contact me at his convenience.
Sincerely,
[redacted]
Claims Manager
Old Republic Home Protection