Old Republic Home Protection Company, Inc.

Initial Business Response /* (1000, 5, 2015/08/03) */
Ms***,
Regarding service request placed by Mr***; please ask him provide me the property address and Plan number for the property he referred to in his letter, and I will the review the file and respond
Sincerely,
*** ***
Claims Manager
Old Republic Home Protection

I have never had a worse experience with a companyThis warranty came with the purchase of a homeWe submitted a claim and they sent a technician outThe technician did absolutely nothing, couldn't even begin to diagnose the problem but we still had to pay the feeWhen I called to try and get the fee refunded or for them to send a more competent technician out they said they were unableI took it upon myself to have another technician come to the house and diagnose our problemWhen I called Old Republic back to ask if it would be covered I was treated horribly by the customer service womanShe kept repeating herself in a rude tone, raised her voice at me, then put me on hold and never came backI stayed on hold until the call was endedIn order to get my answer and report this experience I called back and was transferred to an authorization specialistWho again, did nothingHe put me on hold for half an hour only to come back and tell me our issue would not be coveredWORST COMPANY EVERThey are a SCAM and no one should use their programI'm disgusted with the way they treated meI would never recommend them to anyone

Initial Business Response /* (1000, 8, 2014/05/02) */
Ms*** ***
Revdex.com
Re: Plan # XXXXXXXX
Dear Ms***,
Regarding the past due Trade Call Fee for the denial of coverage for the service request placed on December 30th, for a mainline stoppage; 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 inform Ms*** to submit payment to Old Republic Home Protection at her earliest convenience
Sincerely,
*** ***
Claims Manager
Old Republic Home Protection

Initial Business Response /* (1000, 5, 2014/05/20) */
Ms*** ***
Revdex.com
Re: Plan #XXXXXXXX
Dear Ms***,
Regarding the service request for the Reverse Osmosis water system; I have reviewed the file and my associate, Mr*** *** has spoken with the Plan Holder,
*** ***, and he will follow up with her to resolve this situation
If Ms*** has any questions, please inform her to contact MrWilliams at XXX-XXX-XXXX ext *** for assistance
Sincerely,
*** ***
Claims Manager
Old Republic Home Protection

Initial Business Response /* (1000, 5, 2015/05/13) */
Ms*** ***
Revdex.com
Re: Plan XXXXXXXX
Dear Ms***,
Regarding the denial of coverage for the furnace blower motor; I have reviewed the file that states the technician from Laster Heating and Air diagnosed the blower motor
did not fail as the result of wear; it failed as the result of the condensation line for the air conditioner evaporative coil being clogged, causing water to leak on to the motor
Please refer to page of the Plan 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
Also, please refer to page of the Plan under General Exclusions 4.Dthat states:
"We do not pay, nor are we liable, for secondary or consequential loss or damage;
personal or property loss or damage; or bodily injury of any kind."
Please extend our sincere apologies to Mr*** that the terms and conditions of the Plan did not provide 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 advise him to contact us at XXX-XXX-XXXX for assistance
Sincerely,
*** ***
Claims Manager
Old Republic Home Protection
Initial Consumer Rebuttal /* (3000, 7, 2015/05/14) */
(The consumer indicated he/she DID NOT accept the response from the business.)
First off, this is a distinctly different explanation for the denial than was given to me by all three employees who I spoke with
Second, I do not understand the contradiction here:
"it failed as the result of the condensation line for the air conditioner evaporative coil being clogged"
And:
"Have become inoperable due to wear and use, rust, corrosion, and chemical or
sediment build-up"
It seems clear to me (and apparently to you, as you stated it in the above quote) that sediment buiwas precisely the cause of this issue, and that is explicitly listed as covered in the terms you quote
Final Business Response /* (4000, 9, 2015/05/15) */
Ms***,
Regarding the denial of coverage for the furnace blower motor; please advise Mr*** the cost to clear the condensation line would be a covered repair, however, the consequential damage (i.ethe condensate drain leak on to the blower motor), which resulted in the failure of the blower motor, is not covered as outlined in my previous response
That said, if Mr*** provides me an invoice for the repair of the condensate line (i.eclearing the clog), Old Republic Home Protection will reimbursement the cost to clear the linePlease advise him to submit an invoice to me for review
Sincerely,
*** ***
Claims Manager
Old Republic Home Protection

Initial Business Response /* (1000, 5, 2014/05/15) */
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
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 Providers and individuals involved, ensuring they understand the result of their actions and comments
According to the file, the evaporative coil will be delivered *** 16th to Denco Air Conditioning, the independent network Service Provider dispatched by ORHP, and they will contact Mr*** to schedule an appointment to complete the repair
If you have any questions, please contact us at XXX-XXX-XXXX 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
Initial Consumer Rebuttal /* (3000, 7, 2014/05/16) */
(The consumer indicated he/she DID NOT accept the response from the business.)
I appreciate their current efforts to correct the problem however for several weeks they gave us the run aroundFool me once shame on you fool me twice shame on meIf they do in fact follow up and correct the problem then I will accept their responseEven in their current effort they told me the coil would be delivered on Wednesday and now they are saying today, FridayWe shall see
Final Consumer Response /* (2000, 15, 2014/06/09) */
After calling in a second contractor and days of trying, they finally repaired my ACThe new contractor took trips!!! On the first they did not have the proper toolsThey swore they would return the next day and someone would call in minutesNo one called and they did not show back up for two days and only after I had to call Old RepublicWorst repair experience of my lifeI would not recommend Old RepublicTheir responsiveness and sub-contractors were a huge disappointment

Old Republic Home Protection Plan is a consumer rip-off! They dispatch sub-standard trades people who do as little as possible, while never resolving the existing problem and attempting to sell the plan holder additional services When a contractor
creates a lie, based on fabricated information and reports it to the Old Republic, be prepared to be harassed, threatened and run in a dead end circle of that never results by Old Republic Home Protection people, while never getting the initial problem resolved This plan is not worth the money nor the paper it is written on

Initial Business Response /* (1000, 5, 2015/01/07) */
Ms*** ***
Revdex.com
Plan # XXXXXXXX
Dear Ms***,
Regarding the service request for the plumbing stoppage; 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 review what went wrong and implement improvement
Based on the information Ms*** 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 my associate, Mr*** has spoken with Ms***, and is following up to ensure the service request is resolved in a timely manner
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,
*** ***
Claims Manager
Old Republic Home Protection

Initial Business Response /* (1000, 5, 2015/09/02) */
Ms*** ***
Revdex.com
RE: Plan # XXXXXXXX
Dear Ms***,
Regarding the service request for the range, microwave oven, and clothes washer; on behalf of Old Republic Home Protection (ORHP) and its employees, please extend our
sincere apologies for the circumstances outlined in Mr***' 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
According to the file, on August 31, 2015, Mr*** spoke with my associate, Ms***, and obtained the address to submit the repair invoices for reimbursementIf Mr*** has any questions, please advise 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,
*** ***
Plan Compliance Manager
Old Republic Home Protection

The actions of this company should be considered criminal I have been lied to by Old Republic repeatedly I have never in my entire life written any kind of negative review about any company or business, until now
I have been without air conditioning for a week now, and I am being told it will be another week before anyone comes out, and at least another week beyond that to have the repair done Part of the delay is because Old Republic told me my ten year old unit would still be covered by Sears and therefore they would not cover it I verified it was not and informed Old Republic They put me on hold for minutes, came back on and told me no, it was covered by Sears and they were going to deny my claimI demanded a supervisor, and while placed on hold again, I again verified with Sears it was not coveredThe supervisor who came on the line told me I was being denied because Sears would cover it I insisted we conference call Sears who again, for the third time, informed me that it was not covered
At that point, Old Republic assured me that this was now a priority and I would be taken care of immediately I was given contact information for a repair man whose office line had been disconnected and whose voicemail box on his cell was fullAfter hours, I called Old Republic again, only to be informed, it will be another week before anyone can come outOh, and this time, the call center was "unable to transfer me to a supervisor because was against policy."
This is a horrible company who is only still in business because realtors purchase it for home buyers so that home buyers feel safe in purchasing a home If those buyers only knew what a scam it was

Initial Business Response /* (1000, 5, 2015/12/10) */
Ms*** ***
Revdex.com
RE: Plan # XXXXXXXX
Dear Ms***,
Regarding the service request for the plumbing system, and Mr***'s request for reimbursement for service provided by an Out-Of-Network Contractor (OONC); 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 circumstances occurred, and the information outlined in Mr***'s letter, please advise him to provide me copies of the plumbing repair invoices from his OONC for my reviewBelow is my mailing address
Old Republic Home Protection
P.OBox
San Ramon, CA XXXXX
Attn: *** ***
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
Initial Consumer Rebuttal /* (3000, 7, 2015/12/14) */
(The consumer indicated he/she DID NOT accept the response from the business.)
Thanks for the replyI will send a copy of the requested documents, alternatively is there an e-mail address I can send copies to as well to expedite the process?
Thanks!
Final Business Response /* (4000, 18, 2016/01/05) */
Dear Ms***,
In order for Old Republic Home Protection to assist Mr***, we must speak with his Out-Of-Network Contractor; as of today we have not be able to contact himMr*** is assisting with our efforts to speak with the contractor
Sincerely,
*** ***
Plan Compliance Manager
Old Republic Home Protection
Final Consumer Response /* (4200, 22, 2016/01/14) */
(The consumer indicated he/she DID NOT accept the response from the business.)
I understand that Old Republic desires to discuss services rendered with the out of network contractor I used but at this point in time, I'm still out of the money I wasted because Old Republic's contractor misdiagnosed my issue and said the home warranty protection wouldn't cover my issueI've done everything in my power to assist old republic in establishing communication with the contractor I used but at the end of the day my issue is with their contractor misdiagnosing my plumbing issue which was a huge mistake

Initial Business Response /* (1000, 5, 2014/08/11) */
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
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 ORHP agrees, as a matter of goodwill, to reimburse Mr*** the $he paid for the non-covered costs to install the new air handlerA check for $has been processed and will be mailed to Mr*** within the next ten business days
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, 2014/08/13) */
(The consumer indicated he/she ACCEPTED the response from the business.)

Initial Business Response /* (1000, 5, 2014/06/04) */
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
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 Providers and individuals involved, ensuring they understand the result of their actions and comments
I have reviewed the file and confirmed the repair of the air conditioner was completed on June 2, 2014, and it is operating as designed
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, 2014/06/11) */
(The consumer indicated he/she ACCEPTED the response from the business.)
They responded and completed jobThank you

Initial Business Response /* (1000, 5, 2015/01/30) */
Ms*** ***
***
Re: Plan XXXXXXXX
Dear Ms***,
Regarding the service request for the microwave oven; 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 my associate, Ms*** has spoken with Mr***, and will follow up to resolve his service request
If Mr*** has any questions, please advise 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 Business Response /* (1000, 5, 2015/06/26) */
Ms*** ***
Revdex.com
Re: Plan XXXXXXXX
Dear Ms***,
Regarding the denial of coverage for the air conditioner; I have reviewed the file that indicates Mrs*** placed a service request for the air conditioner not cooling on
June 21, 2015; the same day the Plan became effectiveDuring the conversation with Mrs***, she advised us that the air conditioner was not cooling properly on June 20, 2015; prior to the effective date of coverage
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:
B) Were correctly installed and working properly on the effective date of the Plan, and
C) Have become inoperable due to wear and use (including rust, corrosion, and
chemical or sediment build-up), after the effective date of coveragePre-existing
conditions are not covered."
We apologize the terms and conditions of the Plan do not provide 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
Sincerely,
*** ***
Claims Manager
Old Republic Home Protection

Initial Business Response /* (1000, 5, 2014/06/26) */
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
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
According to the file, my associate, Ms*** has spoken with Mr*** and will follow up to ensure the service request is resolved in a timely manner
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 Business Response /* (1000, 5, 2015/06/10) */
Ms*** ***
Revdex.com
Re: Plan XXXXXXXX
Dear Ms***,
On behalf of Old Republic Home Protection and its employees, please extend our sincere thanks to Ms*** for being an Old Republic Plan HolderIt was a pleasure
serving her the past few yearsUpon review of her file, we concluded that her Plan was 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."
Again, we apologize for any inconvenience our decision has caused Ms***
Respectfully,
Old Republic Home Protection Co., Inc

Initial Business Response /* (1000, 5, 2015/04/15) */
Ms***
Revdex.com
Re: Plan XXXXXXXX
Dear Ms***,
Regarding the denial of coverage for the pool filter; I have reviewed the file that indicates the effective date of the Plan was March 30, Old Republic Home Protection
(ORHP) received a request for service from Mr*** on April 8, 2015, for his pool filter not operating properlyORHP dispatched Carefree Solutions to diagnose the pool filter, and their technician diagnosed that there was no diatomaceous earth (D.E.) in the pool filter, and as a result, when the pool filter was operating, it damaged the filter grids
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."
According to the technician, based on his diagnosis, the pool filter could not have been in good operating condition on the effective date of the Plan
Please extend our apologies to Mr*** 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 Mr*** has additional information he believes should be considered, please advise him to forward it to me for review
Sincerely,
*** ***
Claims Manager
Old Republic Home Protection

Initial Business Response /* (1000, 5, 2014/06/16) */
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 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 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
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 /* (3000, 7, 2014/06/17) */
(The consumer indicated he/she DID NOT accept the response from the business.)
Inspite of this response from the business, nothing has still been doneI am still without a working Air conditionerOne agent called me to tell me that the company would pay me estimated cash to get things done on my own but that would mean for me to start all over again with a new providerWhen I called back again, I was told the air handler will need to be replaced but I have to pay for the Duct workWhen I took a look at my plan, it states that the ductowrk is also covered, but ORHP keeps saying that Tthey will not pay for ductwork and I have to pay that from my own pocketOn their website, it clearly states that ORHP would cover everything that is needed to keep system operational even if it older unit but now they are refusingTo help them look into my complaint, My service request order number is XXXX-XXXX
To add on to my previous reply, I have ultimate protection plan with ORHP and following is what it states in the plan.:
10) other enhanced coverage included in Ultimate protection
d) Correct an improper/repair/modification of a system or appliance, or correct a mismatch condition in terms of capacity/efficiency in order to ensure system operational compatibility
Thank you
thank you
Final Business Response /* (4000, 10, 2014/06/23) */
Ms***
Revdex.com
Regarding the air conditioner service request; according to Ms***'s file, the Service Provider was at her home on Friday, June 20th, completing the repair
With regard to the non-covered portion of the service request, please extend our apologies to Ms*** that the terms and conditions of the Plan did not provide cover coverage for all of the costs to compete the repairWhile 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 Ms*** has any questions, please inform her to contact us at XXX-XXX-XXXX for assistance
Sincerely,
*** ***
Claims Manager
Old Republic Home Protection
Final Consumer Response /* (4200, 12, 2014/07/04) */
(The consumer indicated he/she DID NOT accept the response from the business.)
ORHP has not been able to provide me the terms and conditions that they claim shows that some repair was not coveredI included a paragraph from their plan terms in my earlier response that shows all repair should be coveredWhen I call them to ask to specify where those terms and conditions are stated, no one has been able to either show it to me or tell me where it is
The technician finished work on 21st and replaced air handler with a new seer rating while the condenser is old seer ratingAccording to another technician at Sears, this is not only going to decrease efficiency and increase energy costs but also going to compromise life span of the condenser

Initial Business Response /* (1000, 5, 2014/07/18) */
Ms ***
Revdex.com
Re: Plan XXXXXXXX
Dear Ms***,
Regarding the reimbursement request from Mr*** for the repair of his plumbing stoppage; please inform Mr*** that Old Republic Home Protection (ORHP) does not reimburse
for service without prior authorization
Please refer to page of the Plan titled When You Need Us that states:
For Service: Place service requests online at www.orhp.com
or call us at X-XXX-XXX-XXXX
We accept service requests hours a day, days a year
We require you to contact us so we may have the opportunity to select a Service Provider
We will not reimburse you for services performed without our prior authorization
With regard to his reimbursement request in March for his air conditioner; we agreed at that time, strictly as a matter of goodwill, to honor his request, and we reimbursed him for the covered costsThis was done as an exception to the Plan coverage, and he was informed in the future that service requests must be made in accordance with the terms and conditions of the Plan
If Mr*** has a need for service during the remainder of this Plan term, please inform him to contact us at XXX-XXX-XXXX for assistance
Sincerely,
*** ***
Claims Manager
Old Republic Home Protection
Initial Consumer Rebuttal /* (3000, 7, 2014/07/21) */
(The consumer indicated he/she DID NOT accept the response from the business.)
As I mentioned in my complaint I did contact Old Republic, and all I kept getting was a recordingAlso, Old Republic had never informed me that these services would not be reimbursedIf this is the case they should have informed me when reimbursing me for the A/C repair, instead they just sent a checkI checked my records further and it appears in they reimbursed me for another A/C repair, like the previous repair all I received was a check
Based on the above they need to reimburse me for the expenses I incurred, which is covered under the plan
Final Consumer Response /* (4200, 13, 2014/07/24) */
(The consumer indicated he/she DID NOT accept the response from the business.)
The repair in question is for another property I own located at *** S*** Dr***, *** The repair was for A/C work which I had done, and which Old Republic reimbursed me forIn the two cases that Old Republic had reimbursed me for expenses never once had they told me this was done "strictly as a matter of goodwill"Given that they had previously reimbursed me on two separate occasions for repairs and never once informed me this was not acceptable, I should be reimbursed for the plumbing repair
Final Business Response /* (4000, 16, 2014/08/26) */
Ms***,
Please extend our apologies we are unable to honor Mr***'s request for reimbursement in accordance with the terms and conditions of the PlanWith regard to his contention we reimbursed him in for an air conditioning repair; I have reviewed the file for the property address he referenced, and in 2006, ORHP dispatched, and covered, a repair completed by an Independent Network Service Provider dispatched by ORHP, Sierra CoolingThere is no reference to a reimbursement
Mr*** is aware of the requirement to place service requests with ORHP, as evidenced by the numerous service requests he has placed
Again, please extend our apologies to Mr*** that we are unable assist him with his current request for reimbursement, and if he has the need to place a request for service, to please contact us at XXX-XXX-XXXX for assistance
Sincerely,
*** ***
Claims Manager
Old Republic Home Protection