Franks Television

Initial Business Response /* (1000, 7, 2015/07/13) */
Ms. [redacted]
Revdex.com
Re: Plan # XXXXXXXX
Dear Ms. [redacted],
Regarding the denial of coverage for the service request for the electrical 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. While the intent of ORHP is to cover as much as possible, the Plan is not all inclusive and there are limitations which are standard in the home warranty industry.
I assure you, ORHP employees value the trust each of our Plan Holders place in us to resolve their service request in a 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.
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, 9, 2015/07/14) */
(The consumer indicated he/she DID NOT accept the response from the business.)
I do not accept the response sent by Ms [redacted] representing Old Repubic for 3 reasons: the response seems rehearsed and Impersonal. I don't feel as if the response is genuine. The response doesn't solve any problem of mine and the loop holes and neglegence of the policy. And, I'm still not hearing from who I want to hear from. The claims manager doesn't make me feel as if anything effective will be done; I want to speak with the CEO
Final Business Response /* (4000, 11, 2015/07/15) */
Ms. [redacted],
As stated previously, we sincerely apologize that the terms and conditions of the Plan do not provide coverage for this situation.
Sincerely,
[redacted]
Claims Manager
Old Republic Home Protection

Initial Business Response /* (1000, 5, 2015/06/24) */
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.
I have reviewed the file and my associate, Ms. [redacted] has been assigned to resolve this service request with Mr. [redacted], and left him a message to call her on June 19, 2015.
Please advise Mr. [redacted] to contact Ms. [redacted] at XXX-XXX-XXXX ext. [redacted] for assistance.
Sincerely,
[redacted]
Claims Manager
Old Republic Home Protection

Plan [redacted]
 
Dear Revdex.com,
 
Regarding the service request for the pool pump; on behalf of Old Republic Home Protection (ORHP) and its employees, please extend our sincere apologies for the delays completing the installation of the pool pump by RW Pool Service.
 
According to the file, on March 22, 2017, my associate, [redacted], spoke with [redacted] and he advised her that RW Pool Service was at his home completing the installation of the new equipment. If [redacted] has any questions, please advise him to contact [redacted] at [redacted] for assistance. 
 
Sincerely,
 
[redacted]
Plan Compliance Manager
Old Republic Home Protection

Initial Business Response /* (1000, 5, 2015/08/07) */
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.
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 August 5, 2015, my associate, Ms. [redacted], spoke with Ms. [redacted] and agreed to dispatch a different Independent Network Service Provider to diagnose the range. The file has been assigned to my associate, Ms. [redacted], and she 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] 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 Consumer Rebuttal /* (2000, 7, 2015/08/20) */
(The consumer indicated he/she ACCEPTED the response from the business.)
I appreciate the service I received from Ms. [redacted]. Prior to that, the customer service reps were rude, including the supervisor I spoke with. Ms. [redacted] was very helpful. As a result of the initial poor service I received from customer care, there was a significant delay for the repair, however I am pleased with the service I received from Ms. [redacted] and I am glad we could get it resolved. Thank you Revdex.com for all of your help.

Plan [redacted]
 
 
Dear Revdex.com
 
According to the file, my associate, Ms. [redacted], spoke with Mr. [redacted] on July 31, 2017 and agreed to waive the Trade Call Fee. If Mr. [redacted] has any questions, please advise him to contact Ms. [redacted] at ###-###-#### Ext [redacted].
 
Sincerely,...


 
[redacted]
Plan Compliance Manager
Old Republic Home Protection

Initial Business Response /* (1000, 5, 2015/05/29) */
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 two years. Upon...

review of her file, we concluded that her Plan was ineligible for renewal. We apologize for any inconvenience this [redacted] cause.
Please refer to page 9 of the Plan under RENEWALS that states:
"Renewals: The Plan will be renewed at our discretion. If your Plan is eligible for
renewal, we will notify you of the Plan fee and terms of renewal approximately
60 days prior to expiration of coverage. To ensure there is no lapse of coverage,
payment must be received prior to Plan expiration. Plan fees [redacted] increase upon
renewal."
In the event Ms. [redacted] wants to maintain her home warranty coverage, she [redacted] 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 Consumer Rebuttal /* (3000, 7, 2015/06/01) */
(The consumer indicated he/she DID NOT accept the response from the business.)
"Renewals: The Plan will be renewed at our discretion. If your Plan is eligible for
renewal, we will notify you of the Plan fee and terms of renewal approximately
60 days prior to expiration of coverage. To ensure there is no lapse of coverage,
payment must be received prior to Plan expiration. Plan fees [redacted] increase upon
renewal."
We were notified that the plan was eligable for renewal (by mail)and were told the fee was $740.00. When we tried to renew we were told that our policy at Old Republics discrection was not going to be renewed without a reason. After several calls we were informed that we had used the plan and had cost them money.
They did not follow the above statment that states we would and we were notified that policy would be renewed. However they reneged on the offer despite their published policy.
Final Business Response /* (4000, 9, 2015/06/02) */
Dear Ms. [redacted],
A review of the file indicates that costs associated with service requested were processed after the Renewal Notice was mailed, which rendered the Plan ineligible for renewal. Please extend our sincere apology to Ms. [redacted] for any inconvenience. As stated in our previous correspondence, if Ms. [redacted] wishes to obtain coverage, that she contacts the National Home Service Contract Association for a referral.
Sincerely,
[redacted]
Claims Manager
Old Republic Home Protection
Final Consumer Response /* (4200, 13, 2015/06/03) */
(The consumer indicated he/she DID NOT accept the response from the business.)
It appears that the plan was cancelled because it was used. Old Republic offers a home warranty service that covers appliances, A/c and pool equipment. There is no indication that if the service is used that a member will not be able to a renew the contract,especially after a renew notification is sent out. Their response is "A review of the file indicates that costs associated with service requested were processed after the Renewal Notice was mailed, which rendered the Plan ineligible for renewal." This appears that Old Republic does not honor it's own policies of renewal and warranty ans misrepersents it service.
As previously stated, Old Republic advertises renewing home warranty "because a home warranty is cost effective coverage at it's best. Considering the comprehensie coverage provided at reasonable rates, coupled with the warranty industry claim rate of two calls per home per year, a home warranty truly gives you extensive budget protection, unparalleled risk reduction and complete Peace of Mind-Which, in itself, is priceless" Call today or visit www.orhp.com to renew in minutes."
The renewal notice stated that we had $1496.69 claims paid to date and the Old Republic renewal notice stated "Good thing you had the valuable protection of an Old Republic Home Warranty Plan because as each day passes, your home gets older and so do your home systems and appliances. Whether or not you had the need to place a service request during this year of coverage, having the peace of mind knowing that resolution to a home system or appliance failue is only a phone call away is invaluable- and that value grows each day as your home ages. Renew today to maintain this valuable coverage-you can't afford to be without it. Old Republic Home Protection saves its Plan Holders hundreds if not thousands of dollars a year-this could be you, but only if you renew". The cost to date of the plan was on the renewal notice. The company should not renig on it's renewal offer.

Initial Business Response /* (1000, 5, 2015/07/31) */
Ms. [redacted]
Revdex.com
Re: Plan XXXXXXXX
Dear Ms. [redacted],
Regarding the service request placed November 14, 2014 for the refrigerator, and payment of the trade Call Fee; I have reviewed the file which indicated that Old Republic Home...

Protection did not receive the invoice from All City Appliance until June 10, 2015. According to their invoice the Trade Call Fee was not collected which initiated the billing process for the Trade Call Fee (i.e. we do not invoice the Plan Holder for the Trade Call Fee until we receive the invoice from the Service Provider, so can determine if it was collected). Please extend our sincere apology that we did not receive the information from the All City Appliance until seven months after they completed the repair.
I have attempted to contact All City Appliance several times to confirm if the Trade Call Fee was paid by Ms. [redacted]; as of today they have not responded.
In order to resolve this situation, and strictly as a matter of goodwill, I have removed the past due Trade Call Fee from Ms. [redacted]'s file. Also, please advise Ms. [redacted] that her file reflects there are no other Trade Call Fee due.
If Ms. [redacted] has any questions, please advise her to contact me at XXX-XXX-XXXX ext. [redacted].
Sincerely,
[redacted]
Claims Manager
Old Republic Home Protection

RE:      Plan # [redacted]
 
Dear Revdex.com,
 
Regarding the service request for the refrigerator; 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.
 
According to the file, 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 her to contact [redacted] at [redacted] for assistance.  
 
ORHP appreciates [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, 2015/12/24) */
RE: Plan # XXXXXXXX
Dear Ms. [redacted],
Regarding the service request for the refrigerator, and reimbursement of the Trade Call Fee; 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 my associate, Ms. [redacted], has spoken with Ms. [redacted] and will follow up to ensure the service request is resolved in a timely manner. If Ms. [redacted] has any questions or further need of assistance, please advise her to contact Ms. [redacted] at XXX-XXX-XXXX Ext. [redacted], or her Supervisor, Ms.[redacted], at Ext [redacted].
With regard to reimbursement of the Trade Call Fee; the file indicates the reimbursement was processed on December 21, 2015, and Ms. [redacted] will receive the check within the next 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 Consumer Rebuttal /* (3000, 7, 2016/01/04) */
(The consumer indicated he/she DID NOT accept the response from the business.)
I spoke with [redacted] (apparently another supervisor) on the evening of 12/24. That day, I told her and [redacted] that 1) I did not want [redacted] (the manager at Appliance Protection contacting me because he never responds to my voice messages). 2) I still have not received either of the checks in the mail. Not sure why it would take 20 days to arrive when it was over night that my check was deposited. 3) [redacted] confirmed that my appointment with Appliance Protection for 12/26 (this was to evaluate the damage and then they had to return for a 6th time to actually fix it) was cancelled. That evening, on 12/24, [redacted] called me. First point was not followed. Then on the morning of 12/26, Appliance Protection called me to state they were on their way. Second point was not followed. I told them [redacted] had cancelled this appointment and they said it never was cancelled. And point 3 - never have received either check, to date.
Once again and two months later, not one thing that OR has told me has gone according to their words. Nothing. And instead I have to suffer the consequences. Now explain to me WHY when the supervisor tells me something, it does not actually happen? Why are we still trying to get my wall fixed after a month? This is ridiciulous.
Final Business Response /* (4000, 9, 2016/01/05) */
Dear Ms. [redacted],
Please extend my apologies to Ms. [redacted] for the delay. I reviewed the file which indicates the processing of the $100 cash settlement toward the repair of the wall was expedited, and the check was mailed on December 30, 2015.
Sincerely,
[redacted]
Plan Compliance Manager
Old Republic Home Protection

Initial Business Response /* (1000, 5, 2015/07/23) */
Ms. [redacted]
Revdex.com
Re: Plan XXXXXXXX
Dear Ms. [redacted],
Regarding the service request for the dishwasher; please extend my sincere apologies for the circumstances outlined in Ms. [redacted]'s letter. I reviewed the file that indicates...

we have photos of the dishwasher and model number that she provided, but did not receive a copy of the repair invoice. Please advise Ms. [redacted] to mail me a legible copy of the invoice and I will process it for reimbursement. Mail the information to my attention to:
Old Republic Home Protection
P.O. Box 5017
San Ramon, CA XXXXX
Please advise her to references her Plan number on the invoice, and I will process and reimburse for covered repairs. She will receive the reimbursement within ten business days.
Sincerely,
[redacted]
Claims Manager
Old Republic Home Protection
Initial Consumer Rebuttal /* (2000, 7, 2015/07/29) */
(The consumer indicated he/she ACCEPTED the response from the business.)
Looking back over my sent emails, I see that the receipt was sent to the wrong email address. That is my fault and I apologize. However, I would like for someone to follow up to make sure that it was received. I sent it just now to [redacted]@orhp.com. I had incorrectly sent it to [redacted]@orhp.com. I suggest that Old Republic train their phone operators to respond better because I had called in several times and when I complained that I had not been refunded, they never once told me that they had not received the receipt. They only said they would 'look into it', but then never contacted me again.
Final Consumer Response /* (3000, 12, 2015/08/17) */
I've still not received a check from Old Republic, and they have not acknowledged that they have received an email copy of the repair receipt. This complaint should not yet be closed until I've been refunded.
Final Business Response /* (4000, 14, 2015/08/18) */
Ms. [redacted],
Please advise Ms. [redacted] the check was mailed to her on August 5, 2015. If she has not received the check, please advise her to contact our Accounting Department at XXX-XXX-XXXX for assistance.
Sincerely,
[redacted]
Claims Manager
Old Republic Home Protection

Initial Business Response /* (1000, 5, 2016/01/08) */
Ms. [redacted]
Revdex.com
RE: Plan XXXXXXXX
Dear Ms. [redacted],
Regarding the service request for the ornamental fountain; I have reviewed the file that indicates the Out-Of-Network Contractor (OONC) hired by Ms. [redacted] advised Old Republic...

Home Protection that the cause of failure of the ornamental fountain motor was due to it being the wrong size motor for the fountain.
Please refer to page 8 of the Plan that states:
"1. GENERAL LIMITATIONS. THIS PLAN DOES NOT COVER:
E. Improper repair/installation/modification of the covered item."
According to the file, my associate, Mr. [redacted] has been assigned to review the file, and will contact Ms. [redacted] to discuss the OONC's diagnosis.
If Ms. [redacted] has any questions or additional information she believes should be considered, 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, 2016/01/11) */
(The consumer indicated he/she DID NOT accept the response from the business.)
Regardless of what Old Republic and Mr. [redacted] has to say now, we informed them that one of the possible causes of failure [redacted] be due to the size of the motor prior to hiring the out of network contractor and the employee of Old Republic we spoke with said they would reimburse us for the work done. That constitutes a verbal contract since we proceeded on their instruction and representations that they would cover this repair. In court, verbal contracts are just as binding as written contracts.
And with regards to the supposed "exclusion" Mr. [redacted] is claiming that clause is followed by an asterisk which states that "additional coverage [redacted] be available with the Ultimate Protection", which I have in the form of their highest plan, the Platinum Protection Plan.
In addition, my husband was on a 3-way phone call with Old Republic and the OONC after the work was done and the OONC told them that the failure of the fountain could not be pinpointed to just the "size" and they are trying to now claim that means they don't have to provide coverage. We didn't spec the motor or install it. That motor had been in that fountain for years upon years. Old Republic is now refusing to acknowledge the other issues the OONC informed them of with the motor, including the fact that it was burned up, past its expected life span and had a filter in it that we were told was 10 years old and probably the original filter. Any or all of these factors could have contributed to its failure and this should be covered.
This response is absolutely unacceptable and they need to stand behind what they told us and reimburse us for the work they instructed us to do. They are currently in breach of the oral contract they entered into with us and we expect a full reimbursement immediately. Further, as listed in their own document under Ultimate Protection (one step below the plan we have) additional coverage included in section 10, sub section d) "correct an improper installation/repair/modification of a system or appliance, or correct any mismatch condition in terms of capacity/efficiency to ensure system operational compatibility."
Mr. [redacted] and Old Repbulic are ignoring certain portions of their own document and all of the information provided by the OONC in order to try and get out of covering this service call which they instructed us to proceed with. In my opinion this is shady business practices and downright unethical. I expect them to stand by their own document and the word of one of their employees stating we would be reimbursed.
Final Business Response /* (4000, 9, 2016/01/12) */
Ms. [redacted],
Regarding the denial of coverage for the improperly sized fountain motor; according to the file, when [redacted] from Blackthorn Pools contacted us with their diagnosis, he advised us that the failure of the motor was the result of it being undersized, not from normal wear. Old Republic Home Protection based the coverage decision on the diagnosis provided by [redacted].
With regard to the Ultimate Protection coverage, please refer to page 4 of the Plan that states:
"Other Enhanced Coverage included in Ultimate Protection:
When required to render a covered repair or replacement*, we will:
d) Correct an improper installation/repair/modification of a system or appliance,
or correct any mismatch condition in terms of capacity/efficiency in order to ensure
system operational compatibility. Coverage does not apply if the cause of failure of the
system or appliance is solely due to the improper installation/repair/modification or
mismatch condition, or if the system is undersized relative to the square footage of the
area being heated/cooled. All other terms and conditions of the Plan apply. If the improper
installation/repair/modification or mismatch system is in violation of a code requirement,
see 10a above."
*bold added to emphasize wording
Since we were advised by Blackthorn Pools that the cause of the failure was the improper installation, there was no covered repair in accordance with the limitations of liability listed on page 8 of the Plan that excludes improper installations, and therefore, coverage for correcting an improper installation would not apply.
As for ORHP agreeing to reimburse for repairs completed by an Out-Of-Network Contractor (OONC); the agreement to reimburse would always be intended for covered repairs, and is never made as a blanket statement that would conflict with the terms and conditions of the Plan, unless otherwise provided to the Plan Holder in writing. That is why we require the OONC to contact us prior to initiating repairs, so coverage can be determined and discussed with the Plan Holder.
Please refer to page 7 of the Plan that states:
"When we request or authorize you to obtain an INDEPENDENT OUT-OF-NETWORK
CONTRACTOR to perform diagnosis and/or service: 1) We recommend that the Contractor
be qualified and insured, and charge fair and reasonable rates for parts and service. 2)
Once the technician is at the home, and prior to any services being rendered, you must call
our Authorization Department with the technician's diagnosis and dollar amount of services
required. 3) We will provide an Authorization Number for the covered services* and dollar
amount that we have authorized. Failure to contact us as outlined [redacted] result in denial of
coverage. 4) Upon completion of the authorized services, the Contractor must provide you
an itemized invoice for the authorized charges. 5) You must submit the itemized invoice,
including the Authorization Number provided by us, for reimbursement. 6) A Trade Call
Fee is due per trade, and will be deducted from any reimbursement provided. 7) You
are expected to pay the Independent Out-of-Network Contractor directly for the services
rendered and then submit the invoice to us for reimbursement."
*Bold added to emphasize coverage
That said, the file indicates that my associate, Mr. [redacted] has spoken with Ms. [redacted], and he has left a message for Blackthorn Pools to discuss their diagnosis.
If Ms. [redacted] has any further questions, please advise her to contact Mr. [redacted] at
XXX-XXX-XXXX Ext. [redacted] for assistance.
Sincerely,
[redacted]
Plan Compliance Manager

Plan [redacted]
 
 
Dear Revdex.com,
 
Regarding the service request and the deduction of $120 from the reimbursement for the refrigerant line flush, necessary to accommodate the new equipment and 410a refrigerant; please refer Ms. [redacted] to page 8 of the Plan that states:
 
“4. GENERAL EXCLUSIONS:
 
B. Except where noted, we do not pay for upgrades; components; equipment; or
services required due to the incompatibility of the existing equipment with the
replacement system; appliance; or component; or with new types of chemicals
or material utilized to operate the replacement equipment. This includes without
limitation, differences in technology; refrigerant requirements; or efficiency as
mandated by federal, state or local governments. If upgrades are required, we
cannot perform service until you complete corrective work. If additional costs are
incurred in order to comply with regulations, we will not be responsible for the
added expense.”
 
Please extend our apologies that the terms and conditions of the Plan do 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.
 
Sincerely,
 
[redacted]
Plan Compliance Manager
Old Republic Home Protection

Initial Business Response /* (1000, 5, 2015/12/01) */
Ms. [redacted]
Revdex.com
RE: Plan # XXXXXXXX
Dear Ms. [redacted],
Regarding the service request for the refrigerator; 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 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.
As a result of the circumstances that occurred, and strictly as a matter of goodwill, ORHP has agreed to refund Ms. [redacted]'s Trade Call Fee. The check has been processed and she should receive the 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

Complaint: [redacted]I am rejecting this response because: the representative left a message stating that it was not covered because the damage was so extensive, my a/c must have been broken before I moved in. I have inspection and final walk through that say otherwise. A/C purchase was covered and nothing in the contract states that units installed previous to walk in aren't covered - this would prevent anyone from buying a plan. Please honor your contractual agreement and cover my A/C Sincerely,[redacted]

Initial Business Response /* (1000, 5, 2015/11/20) */
Ms. [redacted]
Revdex.com
RE: Plan # XXXXXXXX
Dear Ms. [redacted],
Regarding the service request for the gas leak; 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 Mr. [redacted] 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 spoken with Mr. [redacted], and will follow up to ensure his service request is resolved in a timely manner. If Mr. [redacted] has any questions, please advise him to contact Mr. [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]
Plan Compliance Manager
Old Republic Home Protection
Initial Consumer Rebuttal /* (3000, 7, 2015/11/24) */
(The consumer indicated he/she DID NOT accept the response from the business.)
As of this date 11/24/2015 am still having issues with my gas (hot water heater now will not keep pilot light lit). I have called the number and extension provided and have yet to ever get someone to answer that extension. I am on DAY 9 without hot water to bathe or do dishes. I still DO NOT BELIEVE the promises that ORHP CSM's make.
They will not respond in a any way in a timely manner, I have been put on hold every time I have called and many times for more than 30 minutes before talking to yet another CSM that I have to explain all over again the issues, then usually placed ON HOLD AGAIN. ORHP sent FOUR different plumbing companies out to fix my gas, and either the service provider sent was not allowed to required diagnostic testing to find the leak, or the service provider contracted by ORHP...just simply left. Again, I am on DAY 9 with NO HOT WATER the week of Thanksgiving. I am sure all the ORHP personnel will have a nice holiday week, but am convinced they care little about their planholders.
Final Business Response /* (4000, 9, 2015/11/25) */
Dear Ms. [redacted],
Regarding the service request for the water heater; please extend my sincere apologies to Mr. [redacted] that the water heater has malfunctioned. My associate, Mr. [redacted], Call Center Senior Authorizer, has been assigned to follow up and resolve this service request.
Please advise Mr. [redacted] if he has any questions to contact Mr. [redacted] at XXX-XXX-XXXX Ext. [redacted] for assistance.
Sincerely,
[redacted]
Plan Compliance Manager
Old Republic Home Protection

Initial Business Response /* (1000, 5, 2015/08/07) */
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 Mr. [redacted] 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, my associate, Ms. [redacted], has been assigned to follow up and ensure the service request is resolved in a timely manner. If Mr. [redacted] has any questions, please advise 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, 7, 2015/08/10) */
(The consumer indicated he/she ACCEPTED the response from the business.)
Thank you. The independent contractors are a reflection of ORHP's standards. This independent contractor was shoddy and highly questionable and as a result left a bad overall impression of ORHP because of this.
Thank you for your time.
[redacted]

Plan [redacted]
 
 
Dear Revdex.com,
 
Regarding the service request for the stove burner; I reviewed the file that indicates the Plan became effective on May 9, 2017. When [redacted] contacted Old Republic Home Protection (ORHP) on May 27, 2017 to place a request for service, he advised...

ORHP that the stove burner was not operating properly on the effective date of the Plan. As a result, coverage was denied based on the terms and conditions of the Plan.
 
Please refer to page 7 of the Plan that states:
 
“We will provide service for covered systems or appliances that malfunction, and are
reported, during the term of the Plan that:
 
B) Were correctly installed and working properly on the effective date of the Plan, and
 
C) Have become inoperable due to normal wear and use (including rust, corrosion, and
      chemical or sediment build-up), after the effective date of coverage. Pre-existing
      conditions are not covered.” 
 
Please extend our apologies to [redacted] that the terms and conditions of the Plan do 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]
Plan Compliance Manager
Old Republic Home Protection

RE:      Plan # [redacted]
 
Dear Revdex.com,
 
Regarding the service request for the furnace; on behalf of Old Republic Home Protection (ORHP) and its employees, please extend our sincere apologies for the circumstances outlined in [redacted] 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.
 
According to the file, my associate, [redacted], was assigned to review the file and spoke with [redacted] on August 7, 2017 regarding his request for service. If [redacted] has any questions, please advise him to contact [redacted] at [redacted] for assistance. 
 
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]
Plan Compliance Manager
Old Republic Home Protection

Complaint: [redacted]I am temporarily rejecting this response because: I am waiting for Old Republic to receive a report from the contractors who came out to our home on 8/24.  (According to a recent call from them today, the tech was busy in the field and they were still waiting on the report).  While at our home, they had very conflicting opinions from the original service provider, but did not have good answers for our 2 concerns for our AC.  They said the unit was not too close to the home as previously reported.  Suggested it MAY be SLIGHTLY overcharged (which they said is another thing not covered by warranty) BUT that to really know what the issue is, we would have to call while it was happening (which is what we originally did) and get somewone there while it was actively going on.  They also did not have a good answer as to why every single room in the home gets ice cold except for our bedroom which we sweat in (on the same floor as the ice cold rooms).  He suggested that the duct may be inadequate to cool that particular room?? yet that doesn't seem to be any issue anywhere else in the home.
I will wait to hear back from Old Republic to further resolve this complaint.  I would also like it removed from our records with them that the AC was improperly installed since this current contractor confirmed that it was not (as to not have an issue down the line that voids our coverage with them, if we were to even choose to renew in the future)
Sincerely,[redacted]

Initial Business Response /* (1000, 5, 2015/06/10) */
Plan XXXXXXXX
Dear Ms. [redacted],
The following is an email sent to Mr. [redacted] on June 10, 2015, by the President of Old Republic Home Protection.
Mr. [redacted],
I am sincerely sorry that you believe our company to be acting...

deceptively. That is not who we are as an organization. For ease in addressing your concerns, I have used a numbering system below:
1) [redacted] is our Claims Manager who, in addition to other responsibilities, handles any correspondence received regarding claims issues. That is why he responded to your communication.
2) We do not inspect the homes for which we provide coverage. We provide coverage in good faith, and rely on our Plan Holders to provide honest input at the time of their service request. According to our documentation from your initial service request, we were advised that the close of sale was 5/14/2015 and the last the ceiling worked for anyone was 4/11/2015 (the date of the inspection). I believe our service agent was in error to deny coverage based on these facts, since you stated the ceiling fan had been working prior to close and you had no knowledge it was not working upon the effective date of coverage. For that reason, this would be considered an "undetectable pre-existing condition" and we should have dispatched a Service Provider.
3) We later dispatched a Service Provider who identified that the circuit was installed improperly, and therefore not covered by the Plan.
Coverage was properly denied in this case, as our ABC's of coverage clearly state that items must be B) "correctly installed" to be covered.
4) I have accessed our website (orhp.com) and do not see that our marketing brochure has been removed.
5) I have been in this Industry for 35 years and can assure you our competition's coverage is the same as ours. I have personally checked every competitor's Plan today: American Home Shield, First American, 2-10 Home Buyer's Warranty, HMS, Home Warranty of America, and none cover improper installation, and their coverage for undetectable pre-existing conditions matches ours. As the third largest home warranty company in the U.S., we take pride in our coverage and service offering.
6) Our product provides the most coverage, at the most reasonable price we can offer, based on losses in the Kansas/Missouri market, which last year ran approximately 62% of Plan fees paid back to Plan Holders in the way of claims. I would venture to guess that is the highest percentage payout of any home warranty company doing business in your state.
7) I am very interested where you found the first link in your email, as that is a Contractor Guideline from 2008/2009 (iterations past), which I can't seem to locate anywhere. If you could please advise how you were able to find that, it would be helpful, as it should be updated with current information.
I understand your frustration over this matter, and am, again, sincerely sorry that you feel we are taking advantage of unsuspecting consumers with a Plan that provides little coverage. As mentioned above, I have worked for Old Republic Home Protection 35 years, 13 of it in the Service Department, and the remainder as President. I take great pride in the company we are, and the positive difference we try to make in our Plan Holder's lives.
I know that you have asked to cancel the Plan, and we will honor your request, however I believe that you [redacted] find this coverage will come in handy over the course of the year, and that you [redacted] regret cancellation.
To clarify, if you cancel at this time, you will receive $450 - $50 (cancellation fee) for a net refund of $400.
As a good will gesture, I would be willing to offer you that same amount at time of your Plan expiration if you don't use the coverage for any other purpose during the term of the Plan.
You can't lose!
You basically receive an opportunity for free coverage for the term of coverage, and if you never use the Plan, I will refund you (upon your request by responding to me via this email on or around 5/18/16), $400 at time of expiration.
If you do use the Plan, then no funds would be due to you.
It's your choice, but there is no downside to you with this offer.
Please advise me, at your convenience, as to your decision. You [redacted] either 1) cancel now and we'll refund you $400, or 2) maintain coverage and if you use the coverage, great for you, and if you don't, then we will refund you $400 in [redacted] 2016.

[redacted]
President
Old Republic Home Protection
Initial Consumer Rebuttal /* (2000, 7, 2015/06/16) */
(The consumer indicated he/she ACCEPTED the response from the business.)
Satisfactory resolution based on refund offered.
Still feel their marketing is deceptive and fine print needs further definition before customers accept terms and conditions.