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Old Republic Home Warranty / Poor service

1 TX, United States Review updated:

To whom it may concern,
I hope my concern does not fall on deaf ears concerning the support I have received from your company, Old Republic. I have had nothing but a nightmare experience. Last Sunday my air conditioning broke and in record 105 degree temperature heat. I called your company as I have you for my home warranty that is due up in August of this year. The service call was accepted and even though the house was not livable during that time due to the heat was way to hot to not have air conditioning, the service company that your company choose could not service me until Tuesday (that’s fine even though it was not optimal), Tuesday rolls around (today), I took the time off from work as the service company scheduled to come out said between 1-4pm. They never showed up, they never called. I called back your service center after 4pm today and your representative couldn’t get in touch with them (busy signal he said). We eventually did by continually calling. They said they were just running late. 7pm rolls around, no call, no update and no show while we waited all day in a house that was unbelievably horrible to be in. I called back the office of this service center and no one answered as they were closed. I called your service company again to complain about the service I am receiving as it is now going on Wednesday and I still have a house that is not livable; I have taken a day off from work already to get blown off by a company that you guys choose to service our area. I talked to a supervisor at your company named Karen. She told me that she could just put in a new order or I can choose a service to come out and your company would reimburse me. Isn’t that what I paid you guys for? I can’t believe that your company cannot call for emergency service since I have been wronged and blown off to the point where I still have no air conditioning three days in. You guys were very gracious when you took my money, but not really willing to go out of your way to make things right when I get screwed though, huh? You guy choose this service center and yet your customers are getting screwed in the end.
At this point you probably could care less, but I found it ironic that while I was waiting on hold in your call center for a supervisor for more than 20 minutes before Karen even showed up, that the message over and over talked about how you guys take pride in your customer service. I guess your just one of those companies that say it but don’t really practice it.
I just felt to let you all know how your company is currently being run, and that I will be going back to American Home Shield where I never had such a problem. I figured I would type this email out while I sit here sweating in a house three days after I called you guys for help and still no where any closer to getting this resolved.
Thor Biafore
Tbiafore@hotmail.com
[protected]

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Comments

  • Ka
      1st of Jul, 2009
    0 Votes

    We are very sorry that the contractor missed his appointments and apologize for the inconvenience. Our contractor relations department is addressing this with the contractor and will take all appropriate actions necessary to ensure this does not happen again. Even in the middle of a heat wave, our expectations are the same as yours - commitments are to be kept.

    One of our call center managers spoke with you this morning. I understand that you are happy with the solution and a new contractor is scheduled to be there today. If further assistance is needed, please contact us at customercare@orhp.com

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