Old Republic Home Protection Company, Inc.

*** ***
Revdex.com
size=3>
RE: Plan # ***
Dear *** ***,
Regarding the service request for the refrigerator, and the request to cancel the Plan; on behalf of Old Republic Home Protection (ORHP) and its employees, please extend our sincere apologies for the circumstances outlined in *** *** 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
I have reviewed the file that indicates the technician from Protech Appliance Repair diagnosed that an improper hard start kit was installed on the refrigerator, which resulted in the failure of the compressor
Please refer to page of the Plan that states:
“GENERAL LIMITATIONSTHIS PLAN DOES NOT COVER:
EImproper repair/installation/modification of the covered item.”
With regard to *** *** request to cancel his Plan; according to the file, the Plan was cancelled effective September 12, in accordance with the terms of cancellation outlined on page of the Plan
Please extends our sincere apologies to MrPerry 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.
Sincerely,
*** ***
Plan Compliance Manager
Old Republic Home Protection

Initial Business Response /* (1000, 5, 2015/11/20) */
Plan XXXXXXXX
Dear Ms***,
Please advise Mr*** that I will mail him an explanation why he was not eligible for renewal
Sincerely,
*** ***
Plan Compliance Manager
Old Republic Home
Protection
Initial Consumer Rebuttal /* (3000, 7, 2015/11/23) */
(The consumer indicated he/she DID NOT accept the response from the business.)
It is ok from them to take my money and sell me a policy but it is not ok for me to use that policy as if I did, they have the right to refuse my renewalThis is one sided policy that only serve them and not the business their are in
If every warranty company has this attitude and business practice, there will be no need for their services or their existence
Old Republic is in a hurry to sell you their policy and take your money, but the minute you use their services they have the right to refuse youThis is not fair practice and insurance companies that have this policy should be penalizedI can understand raising the cost of a policy for someone who abuses their services or high risk (older) homesBut refusal of renewal is something that is unethical
Final Business Response /* (4000, 9, 2015/11/25) */
Dear Ms***,
We understand that Mr*** is dissatisfied with our decision to not renew his Plan
In reviewing the coverage we've offered over the last year, we have received $in Plan fees, and paid out almost $4,in service cost, for a loss ratio in excess of 800%For that reason, we have made the decision to not offer renewal
We apologize for any inconvenience this *** cause Mr***
In the event he wishes to maintain your 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
Please be aware that we suggest that Mr*** renew with another company prior to his Old Republic Home Protection Plan expiration to reduce the potential of an increased rate or a lapse in coverage
While our goal as an organization is to serve others with a "People Helping People" philosophy, we hope Mr*** can understand our position, and am sincerely sorry that we cannot offer a renewal for his home going forward
Sincerely,
*** ***
Plan Compliance Manager
Old Republic Home Protection

Initial Business Response /* (1000, 5, 2014/08/08) */
Ms***
Revdex.com
Re: Plan XXXXXXXX
Dear Ms***,
Regarding the denial of coverage for the Thermador oven door hinges; I have reviewed the file that indicates the Independent Network Service Provider diagnosed the oven door
hinges are damaged from something other than wear and useIn addition, Mr*** informed us a Thermador service technician also diagnosed that something heavy must have been placed on the oven door, resulting in damage to the hinges
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, 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 Mr*** that the terms and conditions of the Plan do not provide coverage in this situationWhile the intent of Old Republic Home Protection (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 industryIf Mr*** still wishes to cancel his Plan, please advise him to mail a written request to ORHP, or fax the request to XXX-XXX-XXXX, and the Plan will be cancelled in accordance with the terms and conditions of the Plan
Sincerely,
*** ***
Claims Manager
Old Republic Home Protection
Initial Consumer Rebuttal /* (3000, 7, 2014/08/11) */
(The consumer indicated he/she DID NOT accept the response from the business.)
I am not aware of anything heavy having been placed on the doorI asked Old Republic to record our conversationOld Republic wants to blame the homeowner ("must have left the door unlocked so that someone broke into home and damaged oven;" "something heavy must have been placed.." THE DOOR WAS BROKEN THE FIRST TIME WE TRIED TO OPEN ITWe will attempt to get refund, but the company is very dishonest

Initial Business Response /* (1000, 5, 2014/02/24) */
February 21,
Ms*** ***
Revdex.com
Re: Plan XXXXXXXX
Dear Ms***,
Regarding the service provided by our independent network Service Providers; on behalf of Old Republic Home Protection (ORHP) and its
employees; please accept 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 independent network Service Providers and individuals involved, ensuring they understand the result of their actions and comments
With regard to the Trade Call Fees; please refer Mr*** 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."
ORHP appreciates Mr*** taking the time to provide his perspective on his service experience, which in turn provides ORHP the opportunity to improve the service we provide to our customers
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, 2014/03/04) */
(The consumer indicated he/she DID NOT accept the response from the business.)
Where is the response that explains why it has taken several months and service calls to resolve issue? Why are we talking about a service charge? We should be talking about 6months and multiple visits by your 3rd party techs and only sufficient electrical repair out of many that were requested, including a hazardous gas oven, cold water showers, hvac that runs without any temperature logicI see that in the future I will have to stay on top of this company and babysit each work order or nothing will get completed to my satisfaction, and if that's the case, it has been the same as throwing my money down a wellThis is a great way to utilize my breaks and lunch times, to coordinate service wuth 3rd party technicians, which I also thought was your job

Initial Business Response /* (1000, 5, 2015/07/17) */
Ms*** ***
Revdex.com
RE: Plan # XXXXXXXX
Dear Ms***,
Regarding the service requests placed for the gas stove and water leak; on behalf of Old Republic Home Protection (ORHP) and its employees, please extend our sincere
apologies for the circumstances outlined in Mr***'s letter
According to the technician from Axis Appliance, the gas stove was missing a gas line tube, which resulted in the gas leak
Please refer to page of the Plan under General Exclusions Dthat states:
"This Plan does not cover:
DMissing components."
With regard to the water leak; Mr*** advised us that an Out-Of-Network Contractor diagnosed that the pressure regulator had malfunctioned resulting in a crack in his whole house water filterAccording to the Plan, water leaks are only covered in water, drain, gas or vent pipesIn addition, we do not reimburse for service without our prior authorization
Please refer to the Plan under Plumbing Coverage that states:
Covered:
"Water, Drain, Gas or Vent Pipe Leaks or Breaks (including Polybutylene)
Also refer to page of the Plan 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 *** have the opportunity to select a Service Provider
We will not reimburse you for services performed without our prior authorization
However ORHP has agreed as a gesture of goodwill, to review the invoice for the replacement of the pressure regulatorPlease advise Mr*** to forward me a copy at his convenience for my review
We apologize that the terms and conditions of the Plan did not provide coverage in these situationsWhile 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
ORHP appreciates *** 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, 2015/07/20) */
(The consumer indicated he/she ACCEPTED the response from the business.)
Old Republic Home Protection seems willing to work with me to reimburse over the bad regulator

Initial Business Response /* (1000, 5, 2014/12/23) */
*** ***
Revdex.com
Re: Plan XXXXXXXX
Dear Ms***,
Regarding the service request for the water source heating system; 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 you 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 the service request was dispatched to NW Valley Mechanical on December 23,
If Mr*** has any questions, please advise him to 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
Old Republic Home Protection
Initial Consumer Rebuttal /* (3000, 12, 2015/01/14) */
I have not accepted the response from Old RepublicAdditional issues with Old Republic will soon result in another complaint
Final Consumer Response /* (4200, 16, 2015/01/17) */
(The consumer indicated he/she DID NOT accept the response from the business.)
ORHP has made every attempt to make the claim process as difficult as possible in my opinion
The statement that the heating system has been repaired and is operating as designed is relatively true, however, during the process ORHP determined mid-repair that the company (NW Valley Mechanical) was no longer an approved vendor, even though ORHP had assigned the project to themOnly because of my actions in working directly with NWVM did the repairs continue, and were completed
Further, the "cooktop" referred to is actually a downdraft vent applianceORHP had assigned Tri County Service to assess the situation, and once Tri County had made the visit and gathered the information for submission, ORHP contacted me with my optionsThose options were: accept a Kitchenaide replacement or $to pursue my own repairs(I assumed the Kitchenaide model was selected based on the technician's info provided to ORHP.) I opted to accept the model offered
That appliance was delivered, and TCS was notifiedThey advised me that ORHP had indicated to them that the make/model provided was a direct replacement for the existing failed unit
TCS arrived to make the installation, and it was discovered that the unit provided was constructed completely different than the existing unit which would not fit without redesign and reconstruction of my kitchen island, and my floor for vent purposesThe floor cannot be modified as we have hot water heat tubes in our tile floor, and the island cannot be rebuilt to accommodate this different model because of the existing kitchen design
TCS contacted ORHP to advise them of the issues, and ORHP then contacted me to advise me they would not pay for any modificationsI stated that no modifications could be done anyway, and that I needed them to provide a ventilation unit which would work with my situationI was told that there were no other options, other than for me to accept the original cash out option, minus a $restocking charge for the unit they provided(Now I am paying for an ORHP error.)In response to my concern regarding paying for the ORHP error, I was advised that they (ORHP) do not take into consideration anything other than unit sizeDesign and construction is not their concernIn other words - it's my problem if the unit is the wrong design
In frustration, I accepted the $offer, and was told the unit originally delivered would be picked up by a local freight companyI was also told that no money would be sent to me until approximately days after the unit was verified as being returned
I was contacted by a freight company, and advised a driver would contact me prior to pickupNo call came from the driver on the appointed day
After more than a week with no contact by a freight company, I made contact with ORHP via their website, and made notes regarding the situationThis action resulted in a call from Northwest Valley Mechanical advising, and questioning why they had received a work order to pick up a ventilation unitNWVM stated they had been provided a wrong phone number for contacting me, but recognized my name and researched it to locate the proper phone number
I then contacted ORHP by phone to address the situation, verified my phone number (and address),
and eventually got it across to them that I needed this vent unit picked up
I was then contacted by the freight company who advised me they were given the wrong phone number for me by ORHP, but will now schedule a pick up
At this point the return process is into week 3, which leads me to assume ORHP's theory on the claims process is to delay resolution just as long as possible in hopes the customer will eventually give upWhich is pretty close to what has happened to us
I have researched the availability of ventilation products both personally, and in conjunction with Tri County Services, and know that like-for-like replacements are available at virtually the same cost as the one provided by ORHPWhy ORHP did not take make/model information into consideration, despite being provided that information, is beyond me
I am completely dissatisfied with this response
Final Business Response /* (4000, 19, 2015/03/05) */

Initial Business Response /* (1000, 5, 2014/02/11) */
Plan # XXXXXXXX
Dear Ms***,
Regarding the service request for the heating systems; 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 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, my associate, Mr***, has spoken to Ms*** and he will follow to ensure the heating systems are repaired in a timely mannerIf Ms*** has any questions, please inform 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 regard,
*** ***
Claims Manager
Old Republic Home Protection
Final Consumer Response /* (3000, 7, 2014/02/12) */
(The consumer indicated he/she DID NOT accept the response from the business.)
I do not accept this response, when I spoke with Mr *** in this matter he is helping get someone out to my homeHowever I spoke to him on Friday and MondayThey finally got in touch with the contractor they said he was to busy and couldn't get out here till Wednesday to hopefully fix my issuesI have spent a week with all my children and animals in one room with room heatersWe are not only going to have take all children to the doctors now, but we have going to have another High electric bill from this situationI need something to be done that I find acceptableI personally do not believe that any of the people I spoke with would take this as acceptable for their familyWhen I told Mr*** that if this didn't fix the issues I would want the units replaced he stated that he didn't think they could do that, and not acceptable

Initial Business Response /* (1000, 5, 2014/02/27) */
Ms*** ***
Revdex.com
RE: Plan # XXXXXXXX
Dear Ms***,
Regarding the service request for the refrigerator and water heater; on behalf of Old Republic Home Protection (ORHP) and its employees, please extend our sincere
apologies for the circumstances outlined in Mr*** 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
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 regard,
*** ***
Claims Manager
Old Republic Home Protection
Final Consumer Response /* (2000, 7, 2014/03/03) */
(The consumer indicated he/she ACCEPTED the response from the business.)
I can understand their contracting personnel that *** or not be reliableAll a person has to do is get a licenseI, along with Old Republic, are somewhat confused about getting the right parts for my refrigerator and Old Republic is replacing it with a new oneThe water heater issue is one that again falls back on the repairmen assignedI would hope that Old Republic contracts with more reliable repairmen in the futureThis case will be resolved as soon as I receive the replacement check as promised by Old RepublicOn a good note for Old Republic, I've had much better communication with them than their repairmen that they contracted
Thank you,
*** ***

Initial Business Response /* (1000, 5, 2014/05/19) */
Ms *** ***
Revdex.com
Re: Plan # XXXXXXXX
Dear Ms***,
Regarding the past due $Trade Call Fee; I have reviewed the file and I have spoken with Appliance and More, the independent network Service Provider dispatched by
Old Republic Home Protection (ORHP)
According to Appliance and More, their service technician did not collect the Trade Call Fee from the tenant when he serviced the home on October 31st, Once ORHP received the invoice from the Service Provider, we mailed Mr*** the Trade Call Fee Invoice on December 18th, Additional Trade Call Fee invoices were mailed to Mr*** on January 22nd, 2014, and on February 26th, All of these invoices were mailed to the property address, which is the mailing address we have on file for Mr***
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."
The file indicates since Mr*** has not paid the Trade Call Fee to this datePlease inform Mr*** to contact our office immediately to bring his account current
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, 2015/11/24) */
Plan XXXXXXXX
Dear Ms***,
Please extend our sincere apologies to Mr*** for the delay mailing his refund checkI have reviewed the file and confirmed the check was mailed on November 20, 2015, check number XXXXXXIf
he has any questions, please advise him to contact our Accounting Department at
XXX-XXX-XXXX for assistance
Sincerely,
*** ***
Plan Compliance Manager
Old Republic Home Protection
Initial Consumer Rebuttal /* (2000, 7, 2015/12/01) */
(The consumer indicated he/she ACCEPTED the response from the business.)
Thank-you Revdex.comI finally received a check Saturday 11/28/The check did have a process date of 11/20/15, I have no idea why it took days to get hereIt's unfortunate that an apparently big corporation has a difficult time with such a small mattermonths later than promised, I finally have my check thanks to a Revdex.com prodding investigation and threat of a negative ratings for themMy wife and I appreciate your efforts

Initial Business Response /* (1000, 5, 2015/09/09) */
Ms*** ***
Revdex.com
Dear Ms***,
I was unable to locate a file using the property address Mr*** provided on this complaint, and was unable to cross reference his file with the phone number providedPlease advise Mr
*** to provide the property address and Plan number and I will review the file and respond
Sincerely,
*** ***
Plan Compliance Manager
Old Republic Home Protection
Initial Consumer Rebuttal /* (3000, 7, 2015/09/10) */
(The consumer indicated he/she DID NOT accept the response from the business.)
Address and plan is showing in the ORHP systemBelow is a screen shot from the ORHP website
Search Results
Verify that this is your property
*** XXXXX-XXXX
Plan #: XX-XXX-XXX
We are unable to assist you onlinePlease contact X-XXX-XXX-XXXX for assistance
Final Business Response /* (4000, 9, 2015/09/15) */
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
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 individuals involved, ensuring they understand the result of their actions and comments
According to the file, my associate, Mr***, has spoken with the Plan Holder, and is following up to resolve the service request
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 /* (4200, 11, 2015/09/19) */
(The consumer indicated he/she DID NOT accept the response from the business.)
Per discussion with ORHP, they will not refund the service repair without paying their internal $call fee which was waived by the repairman that we usedTherefore, we are awaiting a full refundWe should not have to pay a deposit when one was not charged by the repairman

Initial Business Response /* (1000, 5, 2014/06/03) */
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
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 individuals involved, ensuring they understand the result of their actions and comments
I have reviewed Mr***'s file, and based on the delay providing service, ORHP will agree, strictly as a matter of goodwill, to honor Mr***'s request 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,
*** ***
Claims Manager
Old Republic Home Protection
Initial Consumer Rebuttal /* (3000, 7, 2014/06/04) */
(The consumer indicated he/she DID NOT accept the response from the business.)
Please explain to me what you mean by waiving the $trade fee and are you saying you are still wanting somebody to come look at the refrigerator
Final Business Response /* (4000, 9, 2014/06/05) */
Dear Ms***,
Please inform Mr*** on *** 30th, 2014, ORHP authorized him to contact an Independent Out-Of-Network Contractor to service his refrigerator, and to provide us their diagnosis and estimate for review, prior to initiating repairsOnce we have their diagnosis and estimate, we will contact Mr*** and authorize covered repairs
In addition, we have waived the Trade Call Fee for this service request
If Mr*** has any questions, please inform him to contact us at XXX-XXX-XXXX for assistance
My apologies, I meant to reference our Plan Holder as Mr*** ***, and accidentally referenced our Plan Holder as Mr***
Sincerely,
*** ***
Sincerely,
*** ***
Claims Manager
Old Republic Home Protection
Final Consumer Response /* (4200, 12, 2014/06/09) */
(The consumer indicated he/she DID NOT accept the response from the business.)
Job is already done by technician I was not going to wait on ORHP approvalI called on the 30th to see how long it would take to get some body out to look at my refrigerator they said it would probably be a week that's when I told the technician of my choice to fix it I paid $for him to fix it this would be settled if you agree to give me some of what I paid back

Initial Business Response /* (1000, 5, 2015/06/15) */
Ms*** ***
Revdex.com
Re: Plan # XXXXXXXX
Dear Ms***,
Regarding the service request for the water leak; on behalf of Old Republic Home Protection (ORHP) and its employees, please extend our sincere apologies for the
circumstances outlined in Mrand Mrs***' 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 Mrand Mrs*** 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 will follow up to ensure Mrand Mrs*** receives the $refund from Reilly's Plumbing in a timely manner
ORHP appreciates Mrand Mrs*** 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, 2015/06/17) */
(The consumer indicated he/she ACCEPTED the response from the business.)

Initial Business Response /* (1000, 5, 2015/10/02) */
Ms*** ***
Revdex.com
RE: Plan # XXXXXXXX
Dear Ms***,
Regarding the service request for the dishwasher, 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 (INSP) 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 appointment with the appliance company is scheduled for todayAgain, please extend our apologies for the delays scheduling service by the INSP
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, 2015/10/05) */
(The consumer indicated he/she DID NOT accept the response from the business.)
The appointment mentioned in the reply was indeed met and the technician from Major Appliance and Repair company came out and determined he could not fix the dishwasherThis makes service companies and trips to our home and the dishwasher is still brokenAt this point, we need our money refunded (Proration) or an agreement by Old Republic to have the dishwasher replaced
Final Business Response /* (4000, 9, 2015/10/06) */
Ms*** ***
Revdex.com
RE: Plan # XXXXXXXX
Dear Ms***,
Regarding the service request for the dishwasher; 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
I have spoken with Mr***, and he has agreed to accept $as cash settlement for his dishwasher service requestIf Mr*** has any additional questions, please advise him to contact me at XXX-XXX-XXXX Ext***
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 Business Response /* (1000, 5, 2015/04/24) */
Ms*** ***
Revdex.com
Re: Plan # XXXXXXXX
Dear Ms***,
Regarding the service request for the dishwasher; 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 spoke with Johnny from Thigpen Appliance, and based on our conversation, ORHP has agreed to provide coverage for the dishwasherI also spoke with Ms*** and she agreed to accept a cash settlement in lieu of replacement; a check will be mailed to her within the next ten business days
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, 2015/04/30) */
(The consumer indicated he/she ACCEPTED the response from the business.)

Initial Business Response /* (1000, 6, 2014/04/29) */
April 28,
Ms***
Revdex.com
Re: Plan XXXXXXXX
Dear Ms***,
Regarding the service requests placed by Mr***; on behalf of Old Republic Home Protection (ORHP), and its employees, please extend our sincere apologies
to Mr*** for the service he has received during his Plan term
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
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, 2014/10/21) */
RE; PLAN # XX-XXX-XXX
According to our records, our Customer Service Manager has called to discuss this matter with our Plan HolderFor any questions or concerns, our Plan Holder may contact the Customer Service Manager, ***
*** directly at her extension (XXX) XXX-XXXX x *** Thank you

Initial Business Response /* (1000, 5, 2014/09/19) */
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
Please inform Mr*** to provide me a copy of the diagnosis and estimate from his Out-Of-Network Contractor for my review, and mail it to my attention to:
Old Republic Home Protection
*** Box ***
*** *** ** XXXXX
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, 2014/02/19) */
Ms*** ***
Revdex.com
Plan # XXXXXXXX
Dear Ms***,
Regarding the request by Mr*** for reimbursement of the $trade call fee; I have reviewed the file and Old Republic Home Protection agrees the service request in
August for the water heater was a continuation of the service request placed in ***, and the $trade call fee will be refunded to Mr***
I have processed the check and it will be mailed to Mr*** within the next ten business days
If Mr*** has any questions, please inform him to call us at XXX-XXX-XXXX for assistance
Sincerely,
*** ***
Claims Manager
Old Republic Home Protection

Initial Business Response /* (1000, 5, 2015/08/14) */
Ms*** ***
Revdex.com
Re: Plan XXXXXXXX
Ms***,
Please extend our sincere apology to Mr*** for the delay processing his reimbursementI have reviewed the file and my associate, Mr***, Call Center Manager, is
following to ensure the check is processed and mailed in a timely mannerIf Mr*** has any questions, please advise him to contact Mr*** at XXX-XXX-XXXX ext*** for assistance
Sincerely,
*** ***
Claims Manager
Old Republic Home Protection