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Old Republic Home Warranty - Water Heater |
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I moved into my home on June 27, 2003. On August 21 my thermocouple on the hot water heater went out. Called the gas company to come out and inspect it. Gas co. stated it was the thermocouple and that I could replace it myself for $10-15 and get the part from Home Depot. I did this and the hot water lasted a whole 4 days. I called the gas co. back out and this time around they tell me they don't service my type of water heater because I have an electric ignitor, not a gas ignitor and that I would have to contact the Home Warranty Co. (Old Republic). This is the start of my problems. I called Old Republic to have them come out and check out the problem. They referred me to the contractor, US Plumbing in Murrieta, who came out on Aug. 28th to inspect it. US Plumbing found a couple of things wrong and called O.R. to inform them of the issue and what parts had to be ordered. O.R. informed US Plumbing that it would take 10 days to order parts. US Plumbing calls me and informs me of the situation and suggests that I call Sears since the water heater has a 12 yr warranty on it (its approx 2-3 years old and installed by previous homeowner) and see if they can get the parts sooner. I called Sears and the soonest they could arrive was Sept. 3. On Sept. 3 Sears comes to my home to check out the water heater and finds the same problems as US Plumbing had noted. I was to contact OR while Sears was there so that OR could authorize Sears to make any repairs on the spot if needed. Since the water heater was warrantied in the first place, OR felt they didn't have to pay the costs of the parts and labor. Turns out that because the previous homeowner installed it, for whatever reason, that warranty did not pass on to the new homeowner (me). Therefore, the conclusion was that OR had to pay to have it fixed. On Sept 4, I had to make another appointment to have US Plumbing come back out to the home to inspect the water heater and start a brand new invoice so that O.R. would order parts and we could get it fixed. On Sept 5, US Plumbing came to the home as requested. They wrote up a new invoice and went back to the office to order parts. I get a phone call at work that O.R. has offered to replace my water heater with a brand new one. However, I would have to pay approx $200 in misc. fees to have it removed and get water heater permits through the city to have the new one installed. I told US Plumbing I would think about it as I don't have $200 to pay for a new water heater. Approximately 15 mins later, US Plumbing calls again to tell me that O.R. has changed their mind and they want to fix the parts. Therefore US Plumbing was ordering the parts and they would be in on September 10. On September 11, 2003, I called US Plumbing to find out what the status was. They inform me that they had not heard from O.R. I told US PLumbing that they already had the authorization to order the parts. US Plumbing informs me that O.R. insists that since the water heater is under warranty that I had to take care of it. Now I am back at square one and 3 weeks later. I called O.R. to inform them they had to order the parts and that this whole thing is b-s. I haven't had hot water in 3 weeks, my mother is living with me and is very ill and this whole thing with bouncing back and forth about who said what is b-s. I was informed on Sept. 11, that O.R. would authorize US Plumbing to order the parts. On Sept 12, the parts still have not been ordered because O.R. has not given authorization to US PLumbing (I swear, we have been over this a million times already). I was also informed that I would have to wait until Monday morning to take care of this situation as everyone had 'gone home for the day'. Sept 15: I call US Plumbing and they inform me they haven't received anything from O.R. to authorize them to order the parts. I informed them, that AGAIN, they received authorizaiton on sept. 11. Again, they tell me that I need to contact O.R. I call O.R. and tell them I want a fax confirmation for the parts to make sure they were ordered. They stated they do not fax anything to anyone and that its strictly verbal. (I wonder why?!) I call US Plumbing again and inform them of what I was told. At this point in the game, it's in US Plumbing's court to get the parts ordered, but it's also in O.R. court to get the so called authorization crap straightened out. the bottom line is that O.R. knows that htey will have to pay approximately $200+ for new parts and they don't want to do it. They are totally jerking me around with "call this person, no call that person, no, we can't do that" and US PLumbing is somewhat in the middle of the whole thing. Report Your Experience
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