Old Republic Home Protection Company, Inc.

I had a preventative maintenance inspection done on my AC units for the upcoming summer season. The tech found a part that had broken oil seal in one unit and a rusted out drip pan (for overflow) in another unit. Also, one unit was running really hot. So, I called Old Republic since I am still under home warranty. The tech from Air Standard came out and read the notes from the maintenance tech - and said since everything is working - Old Republic would not cover any repair or replacement to make more efficient/safe or to code. They only cover if there is a complete failure to operate. I heard this company prides itself on selecting service companies who will fix things. I have to wait for a complete failure so you can replace something caused the failure - but not replace the new flooring due to possible damage, or structural damage because of fire - - that is just wrong! I have e-mailed their website and an account executive. I hope this gets resolved

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 and spa; 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 that indicates the repair of the air conditioner was completed by Air Supply Cooling, and the air conditioner is cooling as designed. If Ms. [redacted] requires service to the air conditioner, please advise her to contact us at XXX-XXX-XXXX for assistance.
With regard to the spa; the file indicates that Desert Valley Pool was unable to locate a leak when they provided service, and when we spoke to Mr. [redacted] on [redacted] 5, 2015, he advised us that the leak was intermittent, and he would contact us back if he required service. We have not heard from Mr. [redacted] regarding this matter. If the leak has reoccurred, please advise Ms. [redacted] to contact me at XXX-XXX-XXXX ext. [redacted], and I will contact an Independent Network Service Provider to provide a diagnosis.
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, 2015/07/05) */
(The consumer indicated he/she DID NOT accept the response from the business.)
While I appreciate Mr. [redacted]'s offer of assistance, I am frustrated by my recent encounter with him. He was incredibly disrespectful to both my husband and myself, which was a bit shocking as we've interacted with relatively polite people since having issues. Mr. [redacted] on the other hand was out and out rude. Furthermore he misrepresented the spa issue as my husband called to complain about the lack of service. Additionally, the service provider did not do their job, so they should not have charged us. However, even though the service provider admitted as much and did not even ask us to sign, Old Republic did charge us a fee. Mr. [redacted] misrepresented both the report and my husband's response in his statement above. Also, when we spoke with him, he made it clear that even if the service provider does not do their job, Old Republic does not send out additional service providers which seems disingenuous. Since speaking with him, he did agree to send out a spa person, but was sure to charge us, which technically is fine though shows poor customer service since it was clearly their mistake. He refused to address our air conditioning unit. The new spa person made a recommendation to fix, and did not show up until last Friday, which considering this has been going on since April is unacceptable. We await Old Republic's response as to whether or not they will include it based on our plan. I would ask that Old Republic change their appeal process because if they are going to send out under qualified providers, they are ultimately responsible for sending out additional providers for second opinions. Additionally, I would ask Mr. [redacted] to put his ego aside along with his determination to always be right and actually listen to his customers' concerns in the future. Even if the customer is not right or he cannot fix their issue, he should treat customers with respect. He should not make snide comments suggesting the customer read the fine print or make sure the customer knows how ridiculous he thinks their claim is.
Final Business Response /* (4000, 9, 2015/07/10) */
Dear Ms. [redacted],
Regarding the service request for the spa leaking water; I spoke with David, owner of Platinum Pool Repair, and when he serviced the Spa on July 5, he found no water leak, and advised Old Republic Home Protection (ORHP) that the Plan Holder had not seen a water leak either. In addition, he also found an air tube switch was not operating properly, however, the air tube is not accessible so further diagnosis was not possible.
Please refer to the Swimming Pool/Spa Equipment coverage that states we cover:
"Above ground and accessible working parts and components of heating and filtration system ...
Although Platinum Pool Repair has invoiced ORHP for his diagnosis, and their diagnosis was the same as the first Service Provider dispatched by ORHP, as a gesture of goodwill the Trade Call Fee was waived.
If Ms. [redacted] has any future need for service, please advise her to contact our Customer Service Department at XXX-XXX-XXXX for assistance.
Sincerely,
[redacted]
Claims Manager
Old Republic Home Protection
Final Consumer Response /* (4200, 13, 2015/07/14) */
(The consumer indicated he/she DID NOT accept the response from the business.)
I want to draw attention, once again, to Mr. [redacted]'s double speak here that both misrepresents ORHP's intentions and how we have responded to issues. First of all, on the spa, as a consumer, I would consider buttons to be both "above ground and accessible," as I can see and touch them, even if they might have to open something to fix the air pump. Second, Mr. [redacted] acts as though it was our responsibility to determine what was wrong with our spa before they sent someone out. Our spa randomly emptied itself of water, back in April, (please note it took until late June for ORHP to send someone back out). We assumed it might be a leak, but nonetheless our spa was not working. The first guy they sent had no business making a report at all, as all he did was tell us home warranties don't actually pay to fix issues, which is accurate from our experience with ORHP, but not helpful in fixing our spa. And there is something wrong, even if we, being teachers and not spa repairmen, were mistaken about the leak. ORHP still won't fix it, using the misleading language that was not on the tiny pamphlet where you check a box for spa, not above ground portions of spa, that we ordered their warranty from. Furthermore, the buttons are above ground, as is all the equipment, so I still fail to understand why ORHP won't fix it. Of course, no one even called to tell us their decision, we found out by reading Mr. [redacted]'s response, so our understanding is clearly not their priority. They really should cover it and not use misleading language on their sales pamphlets. Also, they waived the first contractor fee, but Mr. [redacted] himself made it clear he was charging us the fee to send someone else out, which was the contractor who found the air pump issue. We received a bill in the mail and we sent in a check. So Mr. [redacted] is either mistaken or referring to the first service because we were charged. Honestly, we feel like anything that goes wrong with the spa will be deemed "inaccessible," and would like a refund of the money we paid to add on the spa coverage or we would like them to fix the issue.
Additionally, I would like to go back to the issue of our air conditioning unit. As I mentioned in my original complaint, our unit broke for the third time on June 13th. They patched a leak, I assume because ORHP would not pay to fix or replace the leaking part because a patch was cheaper. Our unit broke again on July 5th. They sent someone out nearly 24 hours later, which is itself an issue as we live in [redacted]. Their contractor refilled the Freon and said that things would be fine, and that our "unit icing over was normal" and "happens sometimes." Not even two hours later, our unit was frozen solid again, which we felt was decidedly not normal. Because we had lost faith in ORHP'S contractors and did not want to wait another 24 hours, we got permission to use an outside contractor and they told us they would reimburse us. Our contractor told us that all the patch fixes had caused additional leaks and the whole cooling system needed to be replaced. We are waiting for ORHP to process our reimbursement. ORHP needs to hold up their end here and reimburse us for the unit. It needed to be done as a result of them choosing cheap fixes over necessary repairs. I understand that they are a business whose goal is to make a profit, but it seems clear to me that their bottom line is at the expense of the consumer. Please reimburse us for the air unit.

Complaint: [redacted]I am rejecting this response because: I am not happy with the treatment that I have received from this company that I have been a loyal customer with for years. Sincerely,[redacted]

Initial Business Response /* (1000, 5, 2014/11/20) */
Ms. [redacted]
Revdex.com
Re: Plan # XXXXXXXX
Dear Ms. [redacted],
Regarding the service request for the spa equipment; 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 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.
On November 20, 2014 I spoke with Mr. [redacted], and will be following up to assist with his service request, and ensure it is resolved in a timely manner.
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]
Claims Manager
Old Republic Home Protection
Initial Consumer Rebuttal /* (2000, 8, 2014/11/25) */
(The consumer indicated he/she ACCEPTED the response from the business.)
I was contacted by Mr [redacted] who was very responsive and cordial. On 21 Nov 2014 the repair company showed up and replaced by spa pump with a brand new one. I am totally satisfied with Old Republic's handeling of the situation and thankful to the Revdex.com for making this possible. This case is resolved very much to my satisfaction.
Thank You

Initial Business Response /* (1000, 5, 2014/09/03) */
Ms. [redacted]
Revdex.com
Re: Plan # XXXXXXXX
Dear Ms. [redacted],
On behalf of Old Republic Home Protection and its employees, please extend our sincere thanks to Ms. [redacted] for being an Old Republic Plan Holder. It was a pleasure...

serving her the past few years. Upon review of Ms. [redacted]'s file, we concluded that her Plan is ineligible for renewal. We apologize for any inconvenience this may 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 may increase upon renewal..."
In the event Ms. [redacted] wants to maintain her home warranty coverage, she may wish to contact another Home Warranty Company to obtain coverage. We recommend visiting 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 do not call the NHSCA, as they do not recommend specific providers, and are not staffed to provide additional assistance.
Again, we apologize for any inconvenience our decision has caused Ms. [redacted].
Respectfully,
Old Republic Home Protection Co., Inc.

Initial Business Response /* (1000, 5, 2014/02/12) */
Ms. [redacted]
Revdex.com
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, on February 8th, 2014, we authorized the Plan Holder to contact a local heating company to service the heating system, and to contact us prior to initiating repairs with their diagnosis and estimate. Once we have the opportunity to determine coverage, authorization will be given for covered repairs.
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 regard,
[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 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, my associate, Ms. [redacted] Call Center Manager, has spoken with Ms. [redacted] regarding the repair of the air conditioner and the water damage to the floor, 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 Ms. [redacted] at
XXX-XXX-XXXX ext. [redacted].
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, 2015/08/05) */
I was waiting until this was officially resolved before updating. The company did offer to help offset the flooring cost, as well as sent out a different company to look at the A/C. The entire flooring cost wasn't covered, but we were satisfied with their offer. Thank you for standing behind your word as a company!
Final Business Response /* (4000, 14, 2015/08/06) */
Dear Ms. [redacted],
Please extend my apology, once again, for the circumstances that occurred, and I'm glad Ms. [redacted] was satisfied with the outcome.
Sincerely,
[redacted]
Claims Manager
Old Republic Home Protection

Initial [redacted] Response /* (1000, 5, 2015/09/29) */
Ms. [redacted]
Revdex.com
Re: Plan XXXXXXXX
Dear Ms. [redacted],
Regarding the service request for the toilet, waste and overflow, and Mr. [redacted]'s request to cancel his Plan; I have reviewed the file that indicated that the...

plumber diagnosed the toilet bolt at the base of the toilet was missing, which caused the toilet to crack as the result of not being properly secured to the floor. The cap for the waste and overflow was also missing.
Please refer Mr. [redacted] 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 ..."
Also, please refer to page 8 that states:
"General Limitations. This Plan does not cover:
D. Missing components."
We apologize that the terms and conditions of the Plan do not provide coverage in this situation. While the intent of Old Republic Home Protection (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.
With regard to Mr. [redacted]'s request to cancel his Plan; if he still wishes to cancel his Plan, please advise him to provide a written request to ORHP, or fax the request to XXX-XXX-XXXX, and the Plan will be cancelled in accordance with the terms of cancellation noted on page 9 of the Plan.
Sincerely,
[redacted]
Plan Compliance Manager
Old Republic Home Protection

Complaint: [redacted]I am rejecting this response because: they already had a diagnosis over a week ago the gentleman got here to put in air conditioning and when he called to let them know they wanted him to call back an hour later to get a work order number before they were going to allow him to do the work once again I was called and interrupted at work so I could tell the gentleman to go ahead and install the air conditioning. They keep trying to play games I have paid for everything up front because of what they have put me through. I do. It one yet what or wether they will actually pay back a dime to me. They were upset that I wanted to use someone besides their people to install the unit after the way I was treated they were not having anyone from that company install anything .Sincerely,[redacted]

Initial Business Response /* (1000, 5, 2014/06/20) */
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 that BW Masterson Heating and Air Conditioning Inc. completed the repair on June 19th, 2014, and the air conditioner is operating as designed.
If Mr. [redacted] has any questions, please inform him to contact us at XXX-XXX-XXXX 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, 2014/02/14) */
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 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.
Please inform Mr. [redacted] to provide me a legible copy of the diagnosis, and repair invoice, from his independent 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 regard,
[redacted]
Claims Manager
Old Republic Home Protection
Final Consumer Response /* (3000, 7, 2014/02/24) */
(The consumer indicated he/she DID NOT accept the response from the business.)
Mr. [redacted] did not provide me an email address in which to send a scanned copy of my invoice.
Final Business Response /* (4000, 9, 2014/02/25) */
Ms. [redacted],
Please provide Mr. [redacted] my email address, and inform him to reference his Plan number on his email. (email address: [redacted]@orhp.com)
Thank you
[redacted]
Claims Manager
Old Republic Home Protection

Initial Business Response /* (1000, 5, 2015/04/03) */
Ms. [redacted]
Revdex.com
Re: Plan # XXXXXXXX
Dear Ms. [redacted],
Regarding the service request for the sprinkler 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.
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.
Please advise Mr. [redacted] that the check for $75 for the reimbursement of sprinkler system repairs has been processed, and the check will be mailed 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 /* (3000, 12, 2015/04/27) */
ORHP agreed for a refund check of $75. Their response indicates that the check will be mailed in 10 business days.
It has been 16 business days now and I have not received the check.
Final Consumer Response /* (3000, 17, 2015/04/29) */
(The consumer indicated he/she DID NOT accept the response from the business.)
ORHP responded to this complaint on 04/03/2015 that the check would be mailed in 10 business days. It has been 18 business days and I have not received the check. I need the tracking number to track the check.
Final Business Response /* (4000, 19, 2015/04/30) */
Ms. [redacted],
Please inform Mr. [redacted] that I had the check re-issued yesterday and it was mailed through the USPS; there is no tracking number to provide him. If he does not receive the check by [redacted] 6th, 2015, please advise him to contact me at XXX-XXX-XXXX ext. [redacted]
Thank you
Sincerely,
[redacted]
Claims Manager

Initial Business Response /* (1000, 5, 2014/02/06) */
Ms. [redacted]
Revdex.com
Re: Plan # XXXXXXXX
Dear Ms. [redacted],
In regard to the trade call fee paid for the heater service request placed in November 2013; according to our records, replacement of the blower motor...

was denied; however, the replacement of the thermostat was covered. In accordance with the Plan terms, a trade call fee is due for each service request whether the service is covered or denied.
Please refer to Page 7 of the Plan that states:
You are responsible to pay a TRADE (SERVICE) CALL FEE (TCF) when the Service Provider arrives at your home. The TCF (or the actual cost of service, whichever is less) is due for each dispatched service request by trade (plumbing, electrical, appliance, heating/air conditioning, etc.). Service work is guaranteed for 30 days. The TCF is due whether service is covered or denied. Essentially, when we incur a cost of service, you are responsible for a TCF.
For any additional questions, our Plan Holder [redacted] contact us directly at (XXX) XXX-XXXX for assistance.
Sincerely,
[redacted]
Claims Manager
Phone: (XXX) XXX-XXXX x 1224
Fax: (XXX) XXX-XXXX
[redacted]@orhp.com
Final Consumer Response /* (2000, 7, 2014/02/07) */
(The consumer indicated he/she ACCEPTED the response from the business.)

Initial Business Response /* (1000, 5, 2014/06/27) */
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 the air conditioner repair was completed on June 25th, 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 Business Response /* (1000, 5, 2014/07/23) */
Ms. [redacted]
Revdex.com
Re: XXXXXXXX
Dear Ms. [redacted],
On behalf of Old Republic Home Protection and its employees, please extend our sincere thanks to Ms. [redacted] for being an Old Republic Plan Holder. It was a pleasure serving...

her the past several years. Please inform Ms. [redacted] that we no longer conduct business in this state, therefore Plan Renewal is not available. We apologize for any inconvenience this may cause.
In the event Ms. [redacted] wants to maintain her home warranty coverage, please inform her that she may wish to contact another Home Warranty Company to obtain coverage. We recommend visiting 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 do not call the NHSCA, as they do not recommend specific providers, and are not staffed to provide additional assistance.
Again, we apologize for any inconvenience this has caused Ms. [redacted].
Respectfully,
Old Republic Home Protection Co., Inc.
Initial Consumer Rebuttal /* (2000, 7, 2014/07/24) */
(The consumer indicated he/she ACCEPTED the response from the business.)
Thank you for your response. It would have been preferable to have been notified prior to the end of the warranty.

Initial Business Response /* (1000, 5, 2015/09/29) */
Ms. [redacted]
Revdex.com
Re: Plan XXXXXXXX
Dear Ms. [redacted],
Regarding the water damage allegedly caused by Clopton Plumbing; 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.
With regard to coverage for the water damage; please refer Ms. [redacted] to page 8 of the Plan that states:
"D. We do not pay, nor are we liable, for secondary or consequential loss or damage;
personal or property loss or damage; or bodily injury of any kind.
E. We are not responsible for a Service Provider's neglect ... "
According to the file, Ms. [redacted] was mailed a letter from ORHP on August 28, 2015, outlining the steps to resolve the alleged damage with Clopton Plumbing.
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, 6, 2015/08/04) */
Ms. [redacted]
Revdex.com
Re: Plan XXXXXXXX
Dear Ms. [redacted],
Regarding the denial of coverage for the air conditioner, and the request from Ms. [redacted] to cancel her Plan; on behalf of Old Republic Home Protection (ORHP) and its...

employees, please extend our sincere apologies 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.
With regard to Ms. [redacted]'s request to cancel her Plan; please advise her that ORHP has processed her request, and the Plan fee will be refunded within the next ten business days.
If Ms. [redacted] has any questions, please advise her to contact us at XXX-XXX-XXXX for assistance.
Sincerely,
[redacted]
Plan Compliance Manager
Old Republic Home Protection
Initial Consumer Rebuttal /* (2000, 8, 2015/08/10) */
(The consumer indicated he/she ACCEPTED the response from the business.)

[redacted]
Revdex.com
 
Plan [redacted]
 
Dear [redacted],
 
Please extend my sincere apologies to [redacted] for not being aware the replacement of the blower motor has not been completed. I re-reviewed the file and she is correct, the blower motor has not been installed. According to the technician from Sellers Heating & Air (Sellers), there are electrical wires that need to be moved in order for him to gain proper access to install the new blower motor. [redacted] was advised once she has the wires moved, to contact Sellers or Old Republic Home Protection, to schedule an appointment to complete the repair.
 
Sincerely,
 
[redacted]
Plan Compliance Manager
Old Republic Home Protection

Our A/C stopped cooling. We called Old Republic to start the claim as well as the A//C company that they sent out the times, hoping to help speed up the process since it was 89 degrees in my house at 6:00 pm. Old Republic told us that they would call Early A/C as well to give them a work order. 2 employees told me that they called Early A/C and spoke with their answering service personally and we should be hearing from them shortly. 2hrs later I called back and the woman I spoke with [redacted] at Old Republic told me that in her records that no one at Old Republic spoke with the A/c company and that they could not help us because they did not have a work order because they could not speak with anyone. I actually had the technician call us and tell us "I don't know what Old Republic is telling you but no one has contacted us."He was watching his phone for 2 hrs. Old republic then told us that they could not help me, that the technician would have to call the dispatch department, which he did, several times with no answer. [redacted] then told me that they could not help me because it was 8:00 and not sure they could get in touch with anyone at Early......all this while I had the technician who called my personal cell phone telling me was waiting to hear from Old Republic. I gave the rep [redacted] at Old Republic his phone number, while on the phone with the technician. .The technician at this time had arrived and was standing in my house when she said that Old Republic had put in an order with the A/C company. I then told her that Her statement was false and they did not speak with him because he was in my house standing in front of me. When I explained that they were caught in a complete lie, she hung up on me. Absolutely the worst company to deal with. 3 reps lied to me. I paid the technician out of pocket for the repair. I would highly recommend not to do business with Old Republic Home Warranty. I own a automotive Service Department and deal with warranty companies regularly so I know how the process should work. This was the complete opposite of what customer service should be. ANYONE WHO READS THIS. SAVE YOUR MONEY OR USE ANYONE BUT OLD REPUBLIC.

Initial Business Response /* (1000, 6, 2014/09/16) */
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.
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 individual involved, ensuring she understands the result of her actions and comments.
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,
Old Republic Home Protection
Initial Consumer Rebuttal /* (2000, 8, 2014/09/17) */
(The consumer indicated he/she ACCEPTED the response from the business.)