Old Republic Home Protection Company, Inc.

Initial Business Response /* (1000, 5, 2014/07/16) */
TO WHOM IT *** CONCERN:
We work for the Insurance Company "Old Republic Home Protection" and they would not authorize the repairs due to the fact that you must have a ground source clean out to properly clean the line to the septic
tankThis was explained many times to the customerHe called the Insurance Company and told them he had found it and they called us and we called customer and he explained it was under the sink and the previous owners had done it this wayOld Republic will not pay us to do thisI explained this to himHe has to follow the contract guidelines with Old Republic since he has a contract with themOld Republic will send the Revdex.com documents to this fact and will back Texas Plumbing Works
We did NOT clean our feet on his carpetHis entry way is a tile floor with a rug at the entranceIt has not rained here in over weeks and there was no dirt
Also, Mr *** states that he contacted another HOW company? From what I understand you can NOT have home warranties on propertyHe *** have called another plumber out there, but not through another Home Warranty Company and Old Republic has denied his claim
Please let me know if you need anything else from me in writing to clear this matter up
Thank You,
***
Texas Plumbing Works
Owner

Initial *** Response /* (1000, 5, 2015/03/09) */
Ms*** ***
Revdex.com
Re: Plan # XXXXXXXX
Dear Ms***,
Regarding the service request for the pipe leak and stoppage; on behalf of Old Republic Home Protection (ORHP) and its employees, please extend our sincere apologies
for the circumstances outlined in Mr***'s letter
ORHP, like other home warranty companies, uses Independent Network Service Providers to service our Plan HoldersAlthough 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*** 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 based on the circumstances that occurred, ORHP has agreed to honor Mr*** request to waive the Trade Call FeeIn addition, please advise Mr*** to provide me a copy of the invoice and diagnosis from his Out-Of-Network Contractor for my review
ORHP appreciates Mr*** 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,
*** ***
Claims Manager
Old Republic Home Protection
Initial Consumer Rebuttal /* (3000, 7, 2015/03/17) */
(The consumer indicated he/she DID NOT accept the response from the business.)
While I appreciate the response from Mr*** however, I am still receiving mail from the debt collection agency that is acting on behalf of ORHP even after I have sent them a certified letter contesting the debt and asking them stop contacting meCan Mr*** please confirm that the debt collection efforts have ceasedCan Mr*** also please confirm that this debt has not been reported to any credit agencies and will not affect our credit scoresLastly, Can Mr*** please provide us with his contact information so that I could send him "a copy of the invoice and diagnosis from his Out-Of-Network Contractor" for his review
Regards,
*** ***
Final Business Response /* (4000, 9, 2015/03/18) */
Dear Ms***,
Regarding the waiver of the Trade Call Fee (TCF), and our mailing address; please advise Mr*** that the TCF was removed from collections, and there was no reporting to credit agenciesWith regard to our address; please advise Mr*** to submit a copy of the diagnosis and invoice to me for review at:
Old Republic Home Protection
P.OBox
San Ramon, CA XXXXX
Also, please ensure the Plan number is referenced on the correspondence
Sincerely,
*** ***
Claims Manager
Old Republic Home Protection

Initial Business Response /* (1000, 5, 2015/07/15) */
Ms*** ***
Revdex.com
Re: Plan XXXXXXXX
Dear Ms***,
Regarding the service request for the air conditioner; I have reviewed the file that indicates the Plan became effective on June 18, On June 20, 2015, Ms***
placed a service request that her downstairs air conditioner was not cooling properlyOld Republic Home Protection (ORHP) dispatched Northern Air, and their technician diagnosed there was a refrigerant leak on the service valve, and determined the leak was present prior to the effective date of the Plan
Please refer to page 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 wear and use, rust, corrosion, and chemical or
sediment buiafter the effective date of coveragePre-existing conditions are not
covered."
Please extend our apologies to Ms*** that the terms and conditions of the Plan did not provide coverage in this situationWhile 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
If Ms*** has any additional information she believes should be considered, please advise her to forward it to me for review
Sincerely,
*** ***
Claims Manager
Old Republic Home Protection

Initial Business Response /* (1000, 5, 2014/07/29) */
Plan
MsThomas,
After a review of the file and the information provided to Old Republic Home Protection (ORHP) by MsRaffe, ORHP has agreed to replace the air conditionerAccording to the file, Comfort Max Air
Conditioning is scheduling an appointment at MsRaffe's conveneince to complete the repair
If MsRaffe has any additional questions, please inform her to conatc us at 800-972-for assistance
Sincerley,
Gary Vistalli
Claims Mgr
Old Republic Home Protection

Initial Business Response /* (1000, 5, 2014/09/22) */
Ms*** ***
Revdex.com
Re: Plan # XXXXXXXX
Dear Ms***,
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***'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*** 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
I have reviewed the file and my associate, Ms***,has spoken with Mr***, and will follow up to ensure the service request is resolved in a timely manner
If Mr*** has any questions, please inform him to contact Ms*** at XXX-XXX-XXXX ext *** for assistance
ORHP appreciates Mr*** 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,
*** ***
Claims Manager
Old Republic Home Protection
Initial Consumer Rebuttal /* (2000, 7, 2014/09/23) */
(The consumer indicated he/she ACCEPTED the response from the business.)
On Friday 9/19/I received a call from a representative of ORHP who identified herself as Alana, and her position as Assistant to the CEO*** projected herself as caring of my position, and understanding of my circumstance*** supported her understanding by offering on behalf of ORHP to pay half of the provider's service charge that was the focal point of my complaintI wish to say that I believe that ORHP responded in a professional and caring manner, and has verified to me that I have made the right decision to use their services these past years and will continue to use their service and recommend ORHP to others

Initial Business Response /* (1000, 6, 2014/08/08) */
Ms***
Revdex.com
Re: Plan XXXXXXXX
Dear Ms***,
Regarding the request from Mr*** to waive the Trade Call Fee; I have reviewed the file that indicates the Independent Network Service Provider diagnosed the stoppage in the
toilet was not the result of wear and use, and coverage was denied
As a result, Old Republic Home Protection (ORHP) was invoiced by the Service Provider $for their diagnosisAccording to the terms of coverage, the Trade Call Fee is due whether the service is covered or denied
Please refer to page of the Plan titled When You Need Us that states:
"You are responsible to pay a Trade (Service) Call Fee (TCF) when the Service Provider
arrives at your homeThe 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 daysThe TCF is due whether service is covered or deniedEssentially, when we incur a cost of service, you are responsible for a TCF."
Please extend our apologies to Mr*** that the terms and conditions of the Plan do not provide coverage in this situationWhile 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
If Mr*** has any questions, please advise him to contact us at XXX-XXX-XXXX for assistance
Sincerely,
*** ***
Claims Manager
Old Republic Home Protection

Initial Business Response /* (1000, 5, 2014/10/16) */
Ms*** ***
Revdex.com
Re: Plan # XXXXXXXX
Dear Ms***,
Regarding the service requests placed by Ms***; on behalf of Old Republic Home Protection (ORHP) and its employees, please extend our sincere apologies for the
circumstances outlined in her letter
ORHP, like other home warranty companies, uses Independent Network Service Providers to service our Plan HoldersAlthough 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 that indicates my associates, Ms*** (Call Center Supervisor, ext*** and MsDiBiase (Call Center Manager, ext*** have left a message for Ms*** to provide assistance
Please inform Ms*** to contact them at her convenience, so they can provide assistance with her service request
If Ms*** still wishes to cancel her Plan, please inform her to mail ORHP a written request, or fax her request to XXX-XXX-XXXX, and the Plan will be cancelled in accordance with the terms and conditions of the Plan
ORHP appreciates Ms*** 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,
*** ***
Claims Manager
Old Republic Home Protection

Initial Business Response /* (1000, 5, 2016/01/15) */
Dear Ms***,
Please extend our sincere apologies for the circumstances outlined by Mr***Please advise him to provide me the Plan number and/or property address so I can review the file and provide assistance
Sincerely
*** ***
Plan Compliance Manager
Old Republic Home Protection
Initial Consumer Rebuttal /* (3000, 7, 2016/01/19) */
(The consumer indicated he/she DID NOT accept the response from the business.)
The address is XXXXX Xth Street # *** St*** ** XXXXX
Final Business Response /* (4000, 9, 2016/01/20) */
Ms*** ***
Revdex.com
RE: Plan # XXXXXXXX
Dear Ms***,
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 Mr***'s letter
ORHP, like other home warranty companies, uses Independent Network Service Providers to service our Plan HoldersAlthough 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*** 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 January 15, 2016, my associate, Mr*** spoke with Mr*** and he agreed to accept a cash settlement of $for the repair of the refrigeratorThe cash settlement has been processed and Mr*** should receive the check within days
In addition, as a result of the circumstances that occurred, and strictly as a matter of goodwill, Mr*** agreed to waive the Trade Call Fee
ORHP appreciates Mr*** 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,
*** ***
Plan Compliance Manager
Old Republic Home Protection
Final Consumer Response /* (2000, 11, 2016/01/21) */
(The consumer indicated he/she ACCEPTED the response from the business.)
Agree with *** has outlined above in terms of how they resolved it after I told them I would open this Revdex.com case and then did so
I think ORHP needs to take a look at them selves and their marketing claimsThey should review their marketing claims gaps in how they actually do businessThey claim to be people helping people, to care, to listen, to be dependable, and to know the difference between company policy and customer serviceThis interaction with them has proven otherwiseIf you cant live up to the claims, dont make them
At the end of the day, a tennant of mine, an year veteran of the US Army, was without a working fridge for days due to the delays associated with the requestI choose to credit him the $that was waived by for the trade call

Initial Business Response /* (1000, 5, 2014/09/16) */
Ms*** ***
Revdex.com
Re: Plan XXXXXXXX
Dear Ms***,
I have reviewed the file that indicates our Call Center Supervisor, Ms***, left a message for Mr*** on September 15, to discuss his request for service
Please inform Mr*** to contact Ms*** at XXX-XXX-XXXX ext for assistance
Sincerely,
*** ***
Claims Manager
Old Republic Home Protection

Initial Business Response /* (1000, 5, 2014/10/21) */
RE: Plan # XXXXXXXX
Revdex.com Case # XXXXXXXX
Dear Mr***,
Regarding the service request for your water heater; on behalf of Old Republic Home Protection (ORHP) and its employees, please accept our sincere apologies for the
circumstances outlined
ORHP, like other home warranty companies, uses independent network Service Providers to service our Plan HoldersAlthough 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, we have taken 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 the $Trade Call Fee
ORHP appreciates you taking the time to provide your opinion and perspective of your service experience, which in turn, provides ORHP the opportunity to improve the service we provide to our customers
Best regards,
*** ***
Claims Manager
Old Republic Home Protection
Phone: XXX-XXX-XXXX x ***
***@orhp.com

Initial Business Response /* (1000, 5, 2015/07/21) */
Ms*** ***
Revdex.com
Re: Plan XXXXXXXX
Dear Ms***,
Regarding the denial of coverage for the plumbing stoppage and Mr***'s request to waive the Trade Call Fee; please refer to page of the Plan that states:
"You
are responsible to pay a TRADE (SERVICE) CALL FEE (TCF) when the Service Provider
arrives at your homeThe 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 daysThe TCF is due whether service is covered or
deniedEssentially, when we incur a cost of service, you are responsible for a TCF."
However, based on the circumstances that occurred, Old Republic Home Protection has agreed as a gesture of goodwill, to honor Mr***'s request to waive the Trade Call Fee
Please advise Mr*** that future service requests will require payment of the Trade Call Fee in accordance with the terms and conditions of the Plan
Sincerely,
*** ***
Claims Manager
Old Republic Home Protection
Initial Consumer Rebuttal /* (2000, 7, 2015/07/22) */
(The consumer indicated he/she ACCEPTED the response from the business.)
I am pleased with Old Republic Waiving the fee and I understand for the futureThank you

Initial Business Response /* (1000, 5, 2014/07/03) */
Ms*** ***
Revdex.com
Re: Plan # XXXXXXXX
Dear Ms***,
Regarding the service request for bathroom sink drain pipe leak; on behalf of Old Republic Home Protection (ORHP) and its employees, please extend our sincere
apologies for the circumstances outlined in Ms***' letter
ORHP, like other home warranty companies, uses Independent Network Service Providers to service our Plan HoldersAlthough 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
Please inform Ms*** to provide me a copy of the invoice from her plumber regarding the repair of the pipe leak for my review
ORHP appreciates Ms*** 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,
*** ***
Claims Manager
Old Republic Home Protection
Initial Consumer Rebuttal /* (2000, 7, 2014/07/04) */
(The consumer indicated he/she ACCEPTED the response from the business.)

yes*** ridiculous how this service isi wish my agent had never bought this servicethey suck***once they get there money then they say ** your service*** suckscant do there jobs rightRevdex.com cant *** eitherill make sure my voice gets heard

Initial Business Response /* (1000, 5, 2014/02/24) */
Ms*** ***
Revdex.com
Plan XXXXXXXX
Dear Ms***,
Regarding the service request for the clothes washer; on behalf of Old Republic Home Protection (ORHP) and its employees, please extend our sincere apologies for the
circumstances outlined in Ms***'s letter
ORHP, like other home warranty companies, uses independent network Service Providers to service our Plan HoldersAlthough 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 implement improvement as necessary
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
In addition, ORHP has agreed to honor your request for a refund of the Trade Call Fee, and a refund check will be mailed to you within the next ten business days
ORHP appreciates you taking the time to provide your perspective on your service experience, which in turn provides ORHP the opportunity to improve the service we provide to our customers
If you have any questions, please contact us at XXX-XXX-XXXX for assistance
Sincerely,
*** ***
Claims Manager
Old Republic Home Protection
Final Consumer Response /* (2000, 7, 2014/03/01) */
(The consumer indicated he/she ACCEPTED the response from the business.)
I accept the response from the business and appreciate them agreeing to refund my trade call feeHowever, this response is addressed to *** ***It refers to Ms*** in the body of he letter but I'm not 100% sure this is my response
Consumer Response /* (3000, 12, 2014/03/25) */
This company stated that they would refund my trade call fee of $and that has not been doneThis case was closed on 3/5/and I have not received the check or any other response from the companyI would like this case reopened so that I may find out the status of the refund
Business Response /* (4000, 14, 2014/03/26) */
Dear Ms***,
Regarding the $Trade Call Fee refund;I will review the file and ensure if the check has not been mailed, that it is mailed within the next ten business daysPlease extend our sincere apologies to Ms*** for any inconvenience
Sincerely,
*** ***
Claims Manager
Old Republic Home Protection
Consumer Response /* (4200, 16, 2014/04/04) */
Hello, ***
I was told that I would receive my trade call fee ($100.00) backHowever, I still have not
I tried to click the link in the body of the email below but it is inaccessible
Please advise of the next steps
Thanks,
*** ***

Initial Business Response /* (1000, 5, 2014/08/04) */
Ms***
Revdex.com
Re: Plan # XXXXXXXX
Plan expired June 14th,
Dear Ms***,
According to the file, the last service request concerning the ducts was in June 2012, and the last service request for the air conditioner was
September 2012, and the furnace was serviced in We have no record of ongoing issues concerning these systems up until the expiration of the Plan on June 14th,
If MrHerran has any questions, please advise him to contact our Customer Service Dpeartment at XXX-XXX-XXXX for assistance
Sincerely,
Old Republic Home Protection

Initial Business Response /* (1000, 5, 2014/06/13) */
Ms*** ***
Revdex.com
Re: Plan # XXXXXXXX
Dear Ms***,
Regarding the denial of coverage for the clothes washer; I have reviewed the file and the Independent Network Service Provider, All Valley Appliance Heating and A/C,
found the knob for the timer was broken, and he believes pliers were used to operate the timer, which resulted in damage to the timer shaftSince the damage to the timer shaft was not the result of wear, coverage was denied
Please refer to page of the Plan under Not Covered that states:
"Not Covered: knobs "
In addition, please refer to page of the Plan titled When You Need Us that states:
"We will provide service for covered systems or appliances which malfunction during the term of
the Plan that:
C) Have become inoperable due to wear and use, rust, corrosion, and chemical or sediment buiafter the effective date of coverage."
Please extend our apologies to Mr*** that the terms and conditions of the Plan do not provided coverage in this situationWhile 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
If Mr*** has any questions, please inform him to contact us at XXX-XXX-XXXX for assistance
Sincerely,
*** ***
Claims Manager
Old Republic Home Protection

Initial Business Response /* (1000, 11, 2015/07/31) */
Ms*** ***
Revdex.com
Re: Plan XXXXXXXX
Dear Ms***,
On behalf of Old Republic Home Protection and its employees, please extend our sincere thanks to Mr*** for being an Old Republic Plan HolderIt was a pleasure
serving him the past yearUpon review of Mr*** file, we concluded that his Plan is ineligible for renewalWe apologize for any inconvenience this *** cause
Please refer to page of the Plan under RENEWALS that states:
"Renewals: The Plan will be renewed at our discretionIf your Plan is eligible for
renewal, we will notify you of the Plan fee and terms of renewal approximately
days prior to expiration of coverageTo ensure there is no lapse of coverage,
payment must be received prior to Plan expirationPlan fees *** increase upon
renewal."
In the event Mr*** wants to maintain his home warranty coverage, he *** wish to contact another Home Warranty Company to obtain coverageWe recommend visiting the National Home Service Contract Association website at homeservicecontract.org for a list of reputable companiesWe 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 appearPlease 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 you
Respectfully,
Old Republic Home Protection Co., Inc
Initial Consumer Rebuttal /* (3000, 13, 2015/08/03) */
(The consumer indicated he/she DID NOT accept the response from the business.)
The response from Old Republic is obviously template in natureTheir response does not justify the complexity of why they are declining the renewalMy home qualifies and meets their underwriting criteria as set forth in there own requirements for insurabilityTheir position is all about how to profit on those who don't file claim amounts greater than the premiums collectedThen cutoff those policy holders that did have legitimate, verifiable circumstances according to their certified-contracted service providersKeep in mind these are all contracted by Old Republic
Oddly enough they are not providing refunds to consumers that paid in substantial premiums with minimal claims
In summation Old Republic officially stands for Profit onlyPoor customer service, driven by poor culture and intentThe end result was their true intentI will spread the gospel accordingly
Final Business Response /* (4000, 15, 2015/08/05) */
Dear Ms***,
As noted previously, please extend our apology we are unable to renew Mr*** Plan
Sincerely,
Old Republic Home Protection Co., Inc
Final Consumer Response /* (4200, 17, 2015/08/06) */
(The consumer indicated he/she DID NOT accept the response from the business.)
I do not accept this response as credible nor does it explain any justification of their positionJust because? Ironically in my hunt for answers I actually found that Old Republic has several complaints regarding their business practicesI also found that American Home Shield appears to be consumers #choiceObviously Old Republic has no interest in doing the right thingInstead they leave behind an unhappy and dissatisfied customer

Initial Business Response /* (1000, 5, 2014/05/12) */
Ms*** ***
Revdex.com
Re: Plan # XXXXXXXX
Dear Ms***,
Regarding the denial of coverage for the air conditioner; I have reviewed the file which indicates that Total Environmental, the independent network Service Provider
dispatched by Old Republic Home Protection (ORHP), diagnosed and found the zone control discharge air temperature sensor and bypass damper were missing from the system, which resulted in the failure of the compressor
Please refer to page of the Plan titled Limitations of Liability under General limitations 1.Athat states:
"General LimitationsThis Plan does not cover:
ASystem or appliance repairs, replacements or upgrades required as a result of:
A malfunction due to missing components or equipment."
We apologize the terms and conditions of the Plan do not provide coverage in this situationWhile 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
If Mr*** has any questions, please inform him to contact us at XXX-XXX-XXXX for assistance
Sincerely,
*** ***
Claims Manager
Old Republic Home Protection

Initial Business Response /* (1000, 5, 2015/10/15) */
Ms*** ***
Revdex.com
RE: Plan # XXXXXXXX
Dear Ms***,
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***'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
I have reviewed the file and my associate, Mr***, Call Center Supervisor, has been assigned to resolve the service request, and will contact Ms***If Ms*** has any questions, please advise her to contact Mr*** at XXX-XXX-XXXX Ext*** for assistance
ORHP appreciates Ms*** 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,
*** ***
Plan Compliance Manager
Old Republic Home Protection

Initial Business Response /* (1000, 5, 2015/04/14) */
Ms*** ***
Revdex.com
Re: Plan XXXXXXXX
Dear Ms***,
Regarding the service request for the pool motor; I have reviewed the file that indicates that *** from Aaron Pools, diagnosed the pool motor had failed and must be
repaired or replacedThe estimate for the repair was $190, and Old Republic Home Protection (ORHP) opted to repair the pool motor in accordance with the terms of the Plan*** informed us that the Plan Holder *** want to upgrade his pool motor to a variable speed unit, and *** offered to install a variable speed motor for an additional $above the repair estimate
On April 9, 2015, my associate, Ms***, spoke with Mr*** and provided him the option to allow the repair of his existing pool motor, or if he would prefer to upgrade the pool motor, ORHP would provide him $190, less the $Trade Call Fee, as a cash settlement, and he could hire Aaron Pools directly to complete the service
Please refer to page of the Plan that states:
"We have the sole right to determine whether a covered system, appliance or component will
be repaired or replaced
We reserve the right to provide Cash In Lieu of repair or replacement in the amount of our
actual costPayment will be provided based on our negotiated rates with our Service Provider
and/or Supplier network, which *** be less than retailWe are not responsible for work
performed once you accept cash in lieu of service."
Please advise Mr*** to contact us at his earliest convenience to advise us if he will agree to the repair of his existing pool motor, or if he would prefer the cash settlement
Sincerely,
*** ***
Claims Manager
Old Republic Home Protection