Public Mediation

My Claim vs. Old Republic Home Warranty Protection

S. M. vs. Old Republic Home Protection Company, Inc.
P.O. Box 5017, San Ramon, California, 94583-0917, United States
Amount Involved: $6,011.00
    • Status: In Negotiation
      This claim has posted for public comment and negotiation. It will remain posted until resolved to the claimant's satisfaction. Suggest a resolution to help these parties reach a settlement.
       (seeking public comment)
    • Claimant Seeks: View.
    • Claim #: 6267439
    • Amount Involved: 6,011.00
    • Filed On: May 22, 2014
    • Posted On: Jun 04, 2014
    • Complaint(s):
      • Bad business practices
      • Problem with a service
      • Contract / Agreement / Promise dispute
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Statement of Claim
Complaints Involved (5) - View
Claimant says:
"AC unit failed for 3rd time because of inadequate repairs; NO help from Old Republic Home Protection

My understanding of my home Warranty Protection Plan was any covered appliance ( or parts of ) would be replaced if it could not be properly repaired.

After 2 $60 service calls during the year 'under Warranty' my AC unit failed for the 3rd time. Each time the CAUSE of the leaking coolant was never adequately tested for so no repairs were made...(I had to pay a 2nd $60 service call charge within a few weeks of the first failed 'repair' even though it became clear the 1st repairman did not test for leaks or fix anything. (Simply replacing coolant does NOT fix LEAKS .) BUT after the 2nd service call in Sept the technician verbally ASSURED me the unit was FIXED and I returned to No. California. ( I have never seen his report given to O.R.)

I returned to the desert in early May in 109 degree heat (4 days after my Warranty expired) the UNIT FAILED AGAIN.. (having been assured in Sept.the unit was finally repaired and because dealing with this problem had been so frustrating I chose not to renew my Warranty which expired April 31 2013. preferring to call a service company of my choice at my convenience if and when needed. O.R Warranty controlled who, how or when or WHAT was done etc.).a total waste of time for temporary band-aids;
After speaking with Marcus Phillips of Old Republic he refuses any responsibility for the $6,011 cost of the extensive repairs which were FINALLY determined necessary after extensive testing of ALL ’components which the previous repairmen did not do.
He contends the unit was 'fixed' in September ( I say IT WAS NEVER REPAIRED or EVEN THOROUGHLY TESTED . just filled with coolant that eventually leaked out for the 3rd time even when the unit was 'Off'.
I live in No. Calif. most of the year; the AC unit was not needed or used all winter between Sept until May) ..I am not an AC technician and can not be expected to understand all the various components of a cooling/heating system. After the September ‘fix’ I WAS NOT WARNED off the REAL possibility of additional leaks and that that ‘fix’ was only good for 30 days !
Having no AC each time I came to the desert to 'relax' has caused extreme hardship and now great expense ! This entire experience has RUINED the enjoyment of my new home for my entire year of ownership.
What is known;
SEVERAL LEAKS EXISTED while my Warranty was in effect ; adequate testing of all involved components was NEVER done when the situation clearly called for it .
The same problem happened for the 3rd time because the CAUSE was never identified.
I have since paid $6011 for the proper testing of and replacement of the necessary components. ( 4 ton horizontal Coil in attic; new covered line set through attic , out back wall of attic and down outside wall to condenser in yard;
I have spoken to Marcus Phillips of O.R. and he refuses any responsibility for the previous inadequate temporary fixes and the current $6011 repairs though it is VERY clear my AC unit had multiple leaks since the first 'failure' .Replacing coolant does not FIX the CAUSE of the leaks... I hold Old Republic responsible for not honoring the terms of my warranty , for delaying the eventual repair of my AC causing great personal stress and expense.
I very much need advice where to go for help and how to file a complaint about this 'RIP-OFF' company. The PUBLIC needs to be warned of this dishonorable company and its impossible restrictions of service and repairs."
...
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Additional Communication Between Claimant and Old Republic Home Protection Company, Inc. Hide
  • May 23, 2014, Claiming party added:

  • *Of course my AC unit worked briefly AFTER the 2nd 'inadequate repair' when one of 3 small leaks was supposedly 'fixed' and the unit was filled with coolant AGAIN for the 3rd time within 6 months. A definite indication of possible multiple leaks) I now realize it took a short while for the coolant to leak out again) During these temporary 'fixes' I did not know all components were not tested. I still have never seen the 2nd repair report claiming the unit fixed ! Does it mention not all components were tested ? Another difficulty; O.R. does not send the same repair company when the same problem reoccurs...no records are transferred and the client has no control or recourse if the 'band-aids' don't fix the problem !
    a complete and thorough repair was NEVER done.

  • May 27, 2014, () added:

  • Ms. Merrill,

    Regarding the service request for your air conditioner; I have reviewed the file which indicates Old Republic Home Protection has also received a request from the Better Business Bureau (BBB) to review your file.

    Your file will be reviewed and our response to this situation will be forward through the BBB.

    Sincerely,

    Gary Vistalli
    Claims Manager
    Old Republic Home Protection

What Claimant Wants Hide
1. Recovery of Losses: AC repair Jun 16, 2014 $6,011.00
Cash total : $6,011.00
  • 0
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Respondent's Counteroffer

There has been no response to this claim from Old Republic Home Protection Company, Inc.. This claim will remain posted until resolved
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