Old Republic Home Protection Company, Inc.

Initial Business Response /* (1000, 5, 2014/09/25) */
[redacted]
Revdex.com
Re: Plan # XXXXXXXX
Dear Ms. [redacted],
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. [redacted]'s letter.
ORHP, like other home warranty companies, uses Independent Network Service Providers to service our Plan Holders. Although efforts are made to dispatch qualified Service Providers that can provide quality service, occasionally circumstances occur that are unacceptable to ORHP and our Plan Holder.
I assure you, ORHP employees value the trust each of our Plan Holders place in us to resolve their service request in a timely and professional manner and when this does not occur, steps are taken to review what went wrong and implement improvement.
Based on the information Mr. [redacted] provided, I have taken personal responsibility to address the issues outlined with the Service Provider and individuals involved, ensuring they understand the result of their actions and comments.
I have reviewed the file and on September 24, 2104, Mr. [redacted] spoke with my associate, Ms. [redacted] and she informed him as a result of the delays completing the service to his dishwasher, the Trade Call Fee was waived.
ORHP appreciates Mr. [redacted] taking the time to provide his opinion and perspective of his service experience, which in turn, provides ORHP the opportunity to improve the service we provide to our customers.
Best regards,
[redacted]
Claims Manager
Old Republic Home Protection
Initial Consumer Rebuttal /* (2000, 7, 2014/09/26) */
(The consumer indicated he/she ACCEPTED the response from the business.)
Your company is horrible and I want my money back to change to a different company. Remember, when someone has a bad experience they tell many people. I know people buying houses now and I assure you they will NOT be buying ORHP

Initial Business Response /* (1000, 6, 2014/06/25) */
Ms. [redacted]
Revdex.com
Re: Plan # XXXXXXXX
Dear Ms. [redacted],
On behalf of Old Republic Home Protection and its employees, please extend our sincere thanks to Mr. [redacted] for being an Old Republic Plan Holder. It was a pleasure...

serving him the past several years. Upon review of his file, we conclude that his Plan is ineligible for renewal. We apologize for any inconvenience this may cause.
Please refer to RENEWAL/TRANSFER/CANCELLATION that states:
"RENEWAL/TRANSFER: This Plan is transferable. This Plan may be renewed at our discretion only. In that event, you will be notified of the prevailing rate and terms of renewal. Premium rates may increase upon renewal..."
In the event Mr. [redacted] wants to maintain his home warranty coverage, he may wish to contact another Home Warranty Company to obtain coverage. We recommend visiting the National Home Service Contract Association website at homeservicecontract.org for a list of reputable companies. We do not suggest companies that sell home warranties strictly over the internet, as many are not properly licensed and/or regulated as required.
Once at the site, click on the map, click on the appropriate state, and a list of NHSCA Member companies that conduct business in that state will appear. Please do not call the NHSCA, as they do not recommend specific providers, and are not staffed to provide additional assistance.
Again, we apologize for any inconvenience our decision has caused Mr. [redacted].
Respectfully,
Old Republic Home Protection Co., Inc.
Initial Consumer Rebuttal /* (3000, 8, 2014/06/26) */
(The consumer indicated he/she DID NOT accept the response from the business.)
I understand the contract and the policy regarding my renewal. It's the manner in which Old Republic Handled the situation. Not to mention I still have an issue with one of the claims that non of the contracted techs could fix.
Final Business Response /* (4000, 10, 2014/06/30) */
Dear Ms. [redacted],
Regarding Mr. [redacted] comment that he still has an unresolved service request; I have reviewed the file and the service request placed for the heating system was completed on February 18th, 2014; there was no contact from Mr. [redacted] after February 17th, 2014 regarding an ongoing issue with the equipment. In addition, there were no other requests for service from Mr. [redacted] between February 17th, 2014, and when his Plan expired on June 1st, 2014.
If Mr. [redacted] still wishes to have home warranty coverage, I suggest he contact the website I referenced in my prior response for assistance.
Respectfully,
[redacted]
Claims Manager
Old Republic Home Protection

Initial Business Response /* (1000, 5, 2015/01/26) */
Ms. [redacted]
Revdex.com
Re: Plan XXXXXXXX
Dear Ms. [redacted],
Regarding the service request for the kitchen faucet and the request to waive the Trade Call Fee; on behalf of Old Republic Home Protection (ORHP) and its employees, please...

extend our sincere apologies for the circumstances outlined in Ms. [redacted]'s letter.
ORHP, like other home warranty companies, uses Independent Network Service Providers to service our Plan Holders. Although efforts are made to dispatch qualified Service Providers that can provide quality service, occasionally circumstances occur that are unacceptable to ORHP and our Plan Holder.
I assure you, ORHP employees value the trust each of our Plan Holders place in us to resolve their service request in a timely and professional manner and when this does not occur, steps are taken to review what went wrong and implement improvement.
Based on the information Ms. [redacted] 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 according to the terms of the Plan, the kitchen faucet is not covered.
Please refer to page 3 of the Plan under Plumbing Coverage that states:
"Not Covered: ... faucets ... "
We apologize the terms and conditions of the Plan do not provide coverage in this situation. While the intent of ORHP is to provide as much coverage as possible, the Plan is not all inclusive and there are limitations which are standard in the home warranty industry.
ORHP values Ms. [redacted] as an eight year customer, and as a gesture of goodwill, we have agreed to honor her request, and waive the $60 Trade Call Fee.
In addition, we appreciate Ms. [redacted] taking the time to provide her opinion and perspective of her service experience, which in turn, provides ORHP the opportunity to improve the service we provide to our customers.
Best regards,
[redacted]
Claims Manager
Old Republic Home Protection
Initial Consumer Rebuttal /* (3000, 7, 2015/01/27) */
(The consumer indicated he/she DID NOT accept the response from the business.)
Even if they do not replace faucets, my main concern in their upsetting the tenant stating that the water is contaminated and upsetting the pregnant renter. THER RESPONSIBILITY FOR THIS ILL ADVICE IS WHY THE REQUEST FOR THE TOTAL AMOUNT TO PAID TO ME. THEIRK PLUBMERS ARE NOT WATER EXPERTS AND CAUSED A GREAT DEAL OF MENTAL ANQUISH TO MY PROPERTY MANAGER TO THE RENTER AND GREAT CONCERN TO MYSELF.....THEY NEED TO MAKE AMENDS AND THEY SHOULD KNOW WHO THEY ARE HIRING AND HAVE SOME KIND OF STANDARDS WITH THEIR RECOMMENDATIONS. IT IS THE REASON WE USE AND TRUST A HOME WARRANTY COMPANY
Final Business Response /* (4000, 9, 2015/01/28) */
Dear Ms. [redacted],
As referenced in our original response, we sincerely apologize for the circumstances that occurred.
When the Independent Network Service Provider was at the home, the water from the faucet was discolored, and he felt an obligation to bring this to someone's attention so the water could be confirmed as safe; we are all pleased to know there are no issues with the water.
The Independent Network Service Provider did not intend on upsetting anyone by his comments and erred on the side of caution, based on his observation of the water at the home.
Sincerely,
[redacted]
Claims Manager
Old Republic Home Protection
Final Consumer Response /* (4200, 11, 2015/01/31) */
(The consumer indicated he/she DID NOT accept the response from the business.)
They have sent me a letter and said that they will pay the service charge. That is not satisfactory. Their plumber said the water was contaminated and that they had to buy bottled water. I have attached a copy of the City of Folsom regarding the water testing which they found to be fine. The Water company also stated that a plumber had no way to check the water to see if it is contaminated or not. I received a letter stating they do not pay for water faucets which I understand but am more upset that they upset a tenant that was pregnant, made her afraid to drink the water whi8ch nothing was wrong with and the only thing wrong was there was a built up of mineral deposits which happens not only on facuets but coffee pots, irons and many other items that use water. My husband uses a CPAP machine and we still have to wash the water container out with vinegar because of a mineral build up even though we use distilled water. I expect them to pay the plumber's bill, even though he put in anew faucet which I would have paid for with Old Republic but all they did was scare the tenant. I therefore believe they owe me the entire bill of $295 which caused the City of Folsom, the HOA, the tenant and my property manager undue upset and confusion......I expect both the $55 refund and the $295 for the upset they have caused. [redacted]

Initial Business Response /* (1000, 5, 2015/03/13) */
Ms. [redacted]
Revdex.com
Re: Plan XXXXXXXX
Dear Ms. [redacted],
Regarding the renewal status of the Plan, and the request for service for the air conditioner; I have reviewed the file and confirmed that Ms. [redacted] spoke with a couple...

of my associates on March 11, 2015, and the Plan fee was paid in full, and service was dispatched to an Independent Network Service Provider for the air conditioner.
Old Republic Home Protection values Ms. [redacted] as a customer, and we look forward to the opportunity to provide her, and her tenants, the level of service they want and deserve.
Please extend our sincere apologies to Ms. [redacted] for the circumstances outlined in her letter, and if she has any questions, to contact us at XXX-XXX-XXXX for assistance.
Sincerely,
[redacted]
Claims Manager
Old Republic Home Protection

Initial Business Response /* (1000, 5, 2014/11/17) */
Ms. [redacted]
Revdex.com
Re: Plan # XXXXXXXX
Dear Ms. [redacted],
Regarding the service request for the air conditioner; I have reviewed the file that indicates my associate, Mr. [redacted] Call Center Supervisor, has left a message for...

Mr. [redacted] to resolve his service request.
Please inform Mr. [redacted] to contact Mr. [redacted] at XXX-XXX-XXXX ext. [redacted] for assistance.
Best regards,
[redacted]
Claims Manager
Old Republic Home Protection
Initial Consumer Rebuttal /* (3000, 7, 2014/11/25) */
(The consumer indicated he/she DID NOT accept the response from the business.)
We have been with Old Republic since 2009 and they have always serviced our AC/Heater without incidence. Now all of a sudden they decide that my AC/Heater is not covered. Their policy clearly states that they cover an unlimited amount of units under 5 tons. I have two 4 ton units. I have 2 ACs, a Goodman and a Ruud, I have 2 furnaces, I have 2 fan motors etc. They decide now suddenly that I have 1 8 ton unit instead of 2 four ton units.
After contacting the Revdex.com and receiving your response, we tried unsuccessfully to contact Old Republic multiple times and left 3 messages for them to call us back. I left his cell number for Mr. [redacted] to call him but instead Mr. [redacted] called my wife. She told him to call me and that I had left my number on the voice mail. Mr. [redacted] stated to my wife that he had been trying to call me. I doubt this because I had been very vigilant of my phone because I was expecting a phone call from him and I had no missed calls and no messages and it's also not reflected on my phone bill.
Mr. [redacted] finally called me and arranged for a 2nd company to come out to give us a 2nd opinion. The company he assigned was Henry's Top Notch Air Conditioning and Heating. We called them to schedule an appointment. Their response was that they did not service our area of town. We then called Old Republic to let them know that this company does not service us, no one answered so we left a message. Old Republic called us back and insisted that Henry's Top Notch AC and Heating did serve our area so we called them back again. Again, Henry's Top Notch AC and Heating told us no and that they had already in fact told Old Republic that they did not service our area. This whole ordeal wasted about 2 days where nothing was done or resolved. Finally, Old Republic reassigned our work order to a 3rd company, Indoor Comfort Experts. They came out on the 20th. When the repairman arrived he asked me to show him the invoice of the initial company that came out. I showed it to him and after a couple of minutes of just looking at me heater he decided that he agreed with the invoice of the initial company. He stated that we had two 5 ton units. The initial repairman stated that we had two 4 ton units. There seems to be a big discrepancy with these companies. He said he'd forward his findings to Old Republic.
I finally heard back from Old Republic on Monday, November 24th at about 11:45 am. Their response was that they would not cover my repair to my heater. They still insist I have one 8 ton unit and now they say that my units are commercial. So now they have added this new excuse to the reason for denial. Now they say it's commercial and that they don't cover commercial units. I looked through their policy and it states nothing about excluding commercial units, not that I even have one. It seems like they are just trying to find a loophole so that they don't cover the repairs. I do not have 1 single unit. I have 2 units of 4 tons each. Both repairmen advised me to not run the 1 unit that is over amping and to only run the unit that is working properly. This again goes to prove that I have 2 units. If I had 1 unit that how is it possible that I can run 1 unit and not the other? I asked them this question and they had no answer for me. I am currently heating my home on only 1 unit since my other unit is over amped.
I am seeking for Old Republic to honor its commitment to their own policy and make the necessary repairs to my heater. I would like the initial company, Family Air Conditioning to make the repairs. Old Republic has been servicing our AC and Heater since 2009, they even made a repair to it this past August. But yet now they decide that our AC/Heater does not meet the criteria for repairs. It appears that they just simply don't want to honor its commitment to their policy and to their customers.
Final Business Response /* (4000, 9, 2014/12/01) */
Dear Ms. [redacted],
I have reviewed the file and both Independent Network Service Providers dispatched by Old Republic Home Protection have diagnosed this is a commercial system (i.e. the evaporative coil is an 8 ton unit that operates with both of the condensers). Based on the terms and conditions of the Plan, systems in excess of 5-tons are excluded by the Plan.
If Mr. [redacted] has any additional information from an Out-Of-Network Contractor that he believes should be considered, please inform him to forward it to me for review.
Sincerely,
[redacted]
Claims Manager
Old Republic Home Protection
Final Consumer Response /* (4200, 13, 2014/12/09) */
(The consumer indicated he/she DID NOT accept the response from the business.)
(i.e. the evaporative coil is an 8 ton unit that operates with both of the condensers). The evaporator coil is composed of two 4 ton coils that work with the 2 condensers. To my knowledge there is no system that will work with two condensers and one evaporative coil of 8 ton to work as stated by the ORHP.
Based on the terms and conditions of the Plan, our system does not exceed the 5-tons per unit as excluded by the Plan. This is residential a/c system made up (2) 4 ton units. I will provide an Out-Of-Network Contractor documentation that these systems do not have a single 8 ton evaporative coil and this is not a commercial unit.
I would like to know what outcome I can expect from having me provide all this documentation? I have had a system working improperly since November 17, 2014 and Old Republic has been delaying this repair due to their refusal to honor their policy.

Initial Business Response /* (1000, 5, 2014/02/24) */
Ms. [redacted]
Revdex.com
Plan XXXXXXXX
Dear Ms. [redacted],
Regarding the service request for the furnace; I have reviewed the file and my associate, Ms. [redacted] has spoken with [redacted] from Serv A Tech, the independent out-of-network...

contractor hired by Ms. [redacted]. [redacted] informed Ms. [redacted] the gas metering device in the furnace was faulty and the furnace would not have operated properly on the date the Plan went into effect. Ms. [redacted] paid Serv A Tech $550 for the repair.
Please refer to page 7 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:

B) Were correctly installed and working properly on the effective date of the Plan, and
C) Have become inoperable due to normal wear and use, rust, corrosion, and chemical
or sediment build-up after the effective date of coverage. Pre-existing conditions are
not covered."
Although the Plan does not provide coverage in this situation, Old Republic Home Protection (ORHP) agreed, strictly as a goodwill gesture, to reimburse Ms. [redacted] $265, which represents our cost to replace the gas metering device. In addition, we waived the deduction of the $60 Trade Call Fee from the reimbursement provided.
We apologize the terms and conditions of the Plan do not provide coverage in this situation. While the intent of ORHP is to provide as much coverage as possible, the Plan is not all inclusive and there are limitations which are standard in the home warranty industry.
If Ms. [redacted] has any questions or future needs for service, please inform her to contact us at XXX-XXX-XXXX for assistance.
Sincerely,
[redacted]
Claims Manager
Old Republic Home Protection
Final Consumer Response /* (4200, 13, 2014/03/07) */
(The consumer indicated he/she DID NOT accept the response from the business.)
I called Ms. [redacted] back Monday, March 3. In a voice mail I stated that my preference is to deal with this matter via this Revdex.com site, or in any written manner, because I have had many phone calls with several different people at Old Republic in which information has been misconstrued. Old Republic will not put any of these conversations in writing via email or mail. The case would be clearer if they would. Again, my heater was repaired after the coverage period started, for a reason included in the contract (gas valve went out). The heater and gas valve were documented to be in good working order, in a legal document in the home inspection, before the close of the home and start of the contract with Old Republic. There is no contractual reason Old Republic should not cover this in full for a reimbursement of $500. I received a check for $265 and am owed an additional $235 according to the contract.
The first rep I spoke with at Old Republic denied the claim because we weren't fully moved into the home at the time the valve went out (splitting our time between two residences during the move). Full time residency was in no way a restriction of coverage by the contract. I could detect right away this rep was looking for a reason to deny coverage--probing me in the conversation for details which he then misconstrued. After that, my real estate agent got me in touch with [redacted], and the conversations strung over months with her were not any better. After taking my claim, she preceded to dig for reasons not to fully cover the claim. She first denied it because she thought the gas was turned off in the home after the prior owners left, and turned back on when we got there. This is not a standard practice according to the gas company or the real estate agents I've spoken with. Sure enough, the gas was never turned off or back on. An agent from the gas company came out because the service was being SWITCHED to our name, not turned on. Then [redacted] switched gears and needed to speak with the service technician who repaired the valve. She denied the claim because she stated that he said the heater couldn't have been working at the time the policy started. I spoke to [redacted] at Serv-A-Tech, and he said nothing of the sort in their phone conversation. In fact, he explicitly stated two important facts to me that would've prevented that statement: 1. There is no way he could determine even an approximate date that the gas valve would have gone out 2. He did not know when we purchased the home or when the Old Republic coverage started, so there is no way he could speak about that. What he DID say to [redacted] is that the heater could not work without the valve (proving the necessity of the repair) and that the issue is a common issue with this particular manufacturer.
I have been dealing with Old Republic since November. After many phone calls, and countless attempts on their part to find reasons to deny the claim, they have not been able to find a truthful, contractual reason to deny this claim. Also, the conversations are unclear because they have repeatedly refused to put information in writing. I am contractually owed $500 for the reimbursement of the gas valve replacement for the heater, because the work was $550 and was done in the contract period, after the close of the home, after the home inspection deemed the heater in good working order. I have been given a check for $265 in "good faith" (to go away) from Old Republic. I am owed an additional $235. Their poor customer service, dishonesty, and persistence in denying claims they owe should put them out of business, and consumers should be warned they are not getting what they are paying for. Or at least, they will have to spend countless hours fighting to get what they paid for.
Final Business Response /* (4000, 9, 2014/02/26) */
Plan # XXXXXXXX
Ms. [redacted],
Regarding the service request for the heating system; I have reviewed the file and one of our Supervisors, Ms. [redacted], called Ms. [redacted] on February 25th, 2014, and left her a message to return her call to discuss the diagnosis by [redacted] at Serv A Tech.
Please inform Ms. [redacted] to contact Ms. [redacted] at XXX-XXX-XXXX ext [redacted] at her earliest convenience.
Sincerely,
[redacted]
Claims Manager
Old Republic Home Protection

Complaint: [redacted]I am rejecting this response because: the customer service rep advised me there would be NO fees associated with cancellation. Sincerely,[redacted]

Initial Business Response /* (1000, 5, 2015/01/12) */
Ms. [redacted]
Revdex.com
Re: Plan XXXXXXXX
Dear Ms. [redacted],
Regarding the denial of coverage for the microwave oven; I have reviewed the file and based on the diagnosis by the Independent Network Service Provider, and our...

conversation with the Plan Holder, Old Republic Home Protection (ORHP) concluded that the microwave oven was not in good operating condition on the effective date of the Plan, and the damage to the microwave was not the result of normal wear.
Please refer to page 7 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 normal wear and use, rust, corrosion, and chemical or
sediment build-up after the effective date of coverage. Pre-existing conditions are not
covered."
The file also indicates that my associate, Ms. [redacted], informed the Plan Holder that as a gesture of goodwill, the Trade Call Fee would be refunded.
Please extend our sincere apologies to Ms. [redacted] that the terms and conditions of the Plan do not provide coverage in this situation. While the intent of ORHP is to provide as much coverage as possible, the Plan is not all inclusive and there are limitations which are standard in the home warranty industry.
If Ms. [redacted] has any questions, please advise her to contact us at XXX-XXX-XXXX for assistance.
Sincerely,
[redacted]
Claims Manager
Old Republic Home Protection
Initial Consumer Rebuttal /* (3000, 7, 2015/01/15) */
(The consumer indicated he/she DID NOT accept the response from the business.)
This was not by any means pre-existing, and it was damaged do to "normal wear and use". The microwave was simply turned on and exploded. I am not happy with just a trade fee refund as there was no service provided. A trade fee refund should not even be considered fair.
Final Business Response /* (4000, 9, 2015/01/16) */
Dear Ms. [redacted],
Please extend our apologies the service request was not covered by the terms and conditions of the Plan.
If Mr. [redacted] has any additional information she believes supports that the microwave oven was in good operating condition on the effective date of the Plan, please advise her to provide it to me for review.
Sincerely,
[redacted]
Claims Manager
Old Republic Home Protection
Final Consumer Response /* (4200, 11, 2015/01/25) */
(The consumer indicated he/she DID NOT accept the response from the business.)
Being that we moved in and closed on December 18, 2014 and our plan was active on close date should be enough proof that the microwave was working before the claim was put in. The claim was not place until December 29, 2014. The microwave was used in that 11 days period. To further my frustration with this company, I was told that I would receive the "service call fee" back since they were denying the claim. I received a check for 65.00 today...the service call fee was 100.00. Yet another lie from old republic.

Complaint: [redacted]I am rejecting this response because: it has not been fully resolved I will are the final decision about things once I actually get some type of repayment . I do not want this dropped until things are settled. Sincerely,[redacted]

Initial Business Response /* (1000, 6, 2015/05/08) */
Ms. [redacted],
Please extend my sincere apology for the circumstances outlined in Ms. [redacted]'s letter. I am unable to locate the file for Ms. [redacted] using the property address and phone numbers listed in this complaint. Please inform...

Ms. [redacted] to provide me her Plan number or a corrected property address/phone number and I will review her file and respond.
Sincerely,
[redacted]
Claims Manager
Old Republic Home Protection
Initial Consumer Rebuttal /* (3000, 8, 2015/05/12) */
(The consumer indicated he/she DID NOT accept the response from the business.)
First, thank you for assistance.
I selected "No" because the issue has not been resolved due to lack of information. Please pass ** to Old Republic Home Protection, Claims Manager (Mr. [redacted] Vistally),the following information concerning the property in question.
[redacted]
Policy Number: XX-XXX-XXX
Address: [redacted] Drive
[redacted] XXXXX
NOTE: Had Mr. [redacted] read my complaint carefully, his Authorizations Department could have provided the information above. It was in my complaint addressed to their CEO.
Final Business Response /* (4000, 13, 2015/05/19) */
Ms. [redacted]
Revdex.com
Re: XXXXXXXX
Dear Ms. [redacted],
Regarding the service request for the air conditioner, our decision to repair and not replace the air conditioner, and the decision not to renew her Plan; I have reviewed the file and the last service request was placed on August 9, 2013, and the technician from Economy Appliance Heat/Air diagnosed the blower motor had failed. Old Republic Home Protection (ORHP) authorized the repair and the air conditioner was operating as designed.
According to the file, ORHP did not receive any further requests for service for the air conditioner prior to the expiration of the Plan on July 6, 2014.
As for our decision to repair the air conditioner; according to the technician, the air conditioner was repairable by replacing the blower motor, and did not require replacement at that time.
Please refer to page 7 of the Plan that states:
"We have the sole right to determine whether a covered system, appliance or component
will be repaired or replaced."
With regard to the decision not to renew Ms. [redacted]'s Plan; on behalf of ORHP and its employees, please extend our sincere thanks to Ms. [redacted] for being an Old Republic Plan Holder.. Upon review of Ms. [redacted]'s file, we concluded that her Plan was ineligible for renewal. We apologize for any inconvenience this [redacted] have caused.
Please refer to page 9 of the Plan under Renewals that states:
"The Plan will be renewed at our discretion. If your Plan is eligible for
renewal, we will notify you of the Plan fee and terms of renewal approximately
60 days prior to expiration of coverage. To ensure there is no lapse of coverage,
payment must be received prior to Plan expiration. Plan fees [redacted] increase upon
renewal."
In the event Ms. [redacted] wants to maintain her home warranty coverage, she [redacted] wish to contact another Home Warranty Company to obtain coverage. We recommend visiting the National Home Service Contract Association website at homeservicecontract.org for a list of reputable companies. We do not suggest companies that sell home warranties strictly over the internet, as many are not properly licensed and/or regulated as required.
Once at the site, click on the map, click on the appropriate state, and a list of NHSCA Member companies that conduct business in that state will appear. Please do not call the NHSCA, as they do not recommend specific providers, and are not staffed to provide additional assistance.

Again, we apologize for any inconvenience our decision has caused Ms. [redacted].
Sincerely,
[redacted]
Claims Manager
Old Republic Home Protection
Final Consumer Response /* (4200, 15, 2015/05/23) */
(The consumer indicated he/she DID NOT accept the response from the business.)
Case: XXXXXXXX
It is obvious the Claims Manager has not read my complaint, and did not take notice on what transpired on 4 June 2014. This is my response to the Old Republic Claims Manager.
1. "According to the file, ORHP did not receive any further requests for service for the air conditioner prior to the expiration of the Plan on July 6, 2014."
NO SO! Attached (separately emailed to Revdex.com) is a recorded copy of a phone call made to Old Republic on 4 June 2015, regarding the AC.
When I initially called Old Republic about this call, they denied receiving any calls from my realtor about the AC. When I insisted they check as I have a recorded copy of the 03.18-minute call, they did find the call; however, nothing was recorded as to the subject of the callnothing noted!
2."The Plan will be renewed at our discretion. If your Plan is eligible for
renewal, we will notify you of the Plan fee and terms of renewal approximately
60 days prior to expiration of coverage. To ensure there is no lapse of coverage,
payment must be received prior to Plan expiration. Plan fees [redacted] increase upon
renewal."
Now, please why we would notify me..." if plan is eligible for renewal 60 days pror to expiration...but NOT when you plan to deny renewal! Should it not be the other way around, so customers can make other plans if they wish to find another company!
As for your last paragraph, Mr. Claims Manager, that is the most inconsiderate "lip service" response" I've ever heard.
Inconvenience you have caused me! Mr. Claims Manager, it was a very expensive inconvenience, and your practices are not appreciated at all.
[redacted]

Complaint: [redacted]I am rejecting this response because:
[redacted],
 
Please refer Mr. [redacted] to page 7 of the Plan that states:
To ensure you receiver reputable and unbiased service, we have built an extensive network of  SERVICE PROVIDERS who provide service to our Plan Holders at fair and reasonable rates. 
“When we request or authori*e you to obtain an INDEPENDENT OUT-OF-NETWORK
 CONTRACTOR to perform diagnosis and/or service: 1) We recommend that the Contractor
 be qualified and insured, and charge fair and reasonable rates for parts and service. 2)
 Once the technician is at the home, and prior to any services being rendered, you must call
 our Authori*ation Department with the technician’s diagnosis and dollar amount of services
 required. 3) We will provide an Authori*ation Number for the covered services and dollar
 amount that we have authori*ed. Failure to contact us as outlined may result in denial of
 coverage. 4) Upon completion of the authori*ed services, the Contractor must provide you
 an itemi*ed invoice for the authori*ed charges. 5) You must submit the itemi*ed invoice,
 including the Authori*ation Number provided by us, for reimbursement. 6) A Trade Call
 Fee is due per trade, and will be deducted from any reimbursement provided. 7) You
 are expected to pay the Independent Out-of-Network Contractor directly for the services
 rendered and then submit the invoice to us for reimbursement. We accept invoices by
 fax (1[redacted]), post ([redacted]) or email to:
 
Please advise him that Old Republic has sent not one , but three  reputable, unbiased, and Qualified SERVICE PROVIDERS of their choosing and spent according to them, $1293.72 in parts and labor over not one, not two, but three months,, That’s right THREE  MONTHS without  a working microwave and oven and it still is not working. I ask Mr. [redacted] is he and the staff at Old Republic in touch with reality?  Would he or any of the staff at Old Republic tolerate such nonsense? Would you, [redacted], tolerate such nonsense?
                                        ...⇄ Sincerely
                                        ...⇄ [redacted]

Initial Business Response /* (1000, 5, 2014/09/16) */
Ms. [redacted]
Revdex.com
Re: Plan XXXXXXXX
Dear Ms. [redacted],
Regarding the denial of coverage for the air conditioner; I have reviewed the file that indicates the Plan expired on [redacted] 2014, and was re-ordered on [redacted] 2014...

with an effective date of September 11, 2014.
On September 11th, 2014 (the effective date of the Plan), Old Republic Home Protection received a service request for the evaporative coil leaking water. In accordance with the terms of coverage, service was denied.
Please refer to page 7 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:
B) Were correctly installed and working properly on the effective date of the Plan"
In the event Mr. [redacted] wants to maintain his home warranty coverage, he may wish to contact another Home Warranty Company to obtain coverage. We recommend visiting the National Home Service Contract Association website at homeservicecontract.org for a list of reputable companies. We do not suggest companies that sell home warranties strictly over the internet, as many are not properly licensed and/or regulated as required.
Once at the site, click on the map, click on the appropriate state, and a list of NHSCA Member companies that conduct business in that state will appear. Please do not call the NHSCA, as they do not recommend specific providers, and are not staffed to provide additional assistance.
Please inform Mr. [redacted] that per his request on September 12, 2014, the Plan has been cancelled and he will receive a full refund within the next ten business days.
If Mr. [redacted] has any questions, please inform him to contact us at XXX-XXX-XXXX for assistance.
Sincerely,
Old Republic Home Protection

[redacted]
Revdex.com
 

size=3> 
Re:      Plan [redacted]
 
 
Dear [redacted],
 
Regarding the service request for the air conditioner; on behalf of Old Republic Home Protection (ORHP) and its employees, please extend our sincere apologies for the circumstances outlined in [redacted]’ letter.
 
ORHP, like other home warranty companies, uses Independent Network Service Providers to service our Plan Holders. Although efforts are made to dispatch qualified Service Providers that can provide quality service, occasionally circumstances occur that are unacceptable to ORHP and our Plan Holder.
 
I assure you, ORHP employees value the trust each of our Plan Holders place in us to resolve their service request in a timely and professional manner and when this does not occur, steps are taken to review what went wrong and implement improvement.
 
According to the file, on September 6, 2016, my associate, [redacted], spoke with [redacted], and will follow up to ensure the service request is resolved in a timely manner. If [redacted] has any questions, please advise him to contact [redacted] at [redacted] for assistance. 
 
ORHP appreciates [redacted] taking the time to provide his opinion and perspective of his service experience, which in turn, provides ORHP the opportunity to improve the service we provide to our customers.
 
Best regards,  
 
[redacted]
Plan Compliance Manager
Old Republic Home Protection

Initial Business Response /* (1000, 6, 2014/08/26) */
Plan XXXXXXXX
Dear Ms. [redacted],
On behalf of Old Republic Home Protection and its employees, please extend our sincere thanks to Ms. [redacted] for being an Old Republic Plan Holder. It was a pleasure serving her the past two years....

Upon review of her file, we concluded that her Plan is ineligible for renewal. We apologize for any inconvenience this may cause.
Please refer to RENEWAL/TRANSFER/CANCELLATION that states:
"RENEWAL/TRANSFER: This Plan is transferable. This Plan may be renewed at our discretion only. In that event, you will be notified of the prevailing rate and terms of renewal. Premium rates may increase upon renewal..."
In the event Ms. [redacted] wants to maintain her home warranty coverage, she may wish to contact another Home Warranty Company to obtain coverage. We recommend visiting the National Home Service Contract Association website at homeservicecontract.org for a list of reputable companies. We do not suggest companies that sell home warranties strictly over the internet, as many are not properly licensed and/or regulated as required.
Once at the site, click on the map, click on the appropriate state, and a list of NHSCA Member companies that conduct business in that state will appear. Please do not call the NHSCA, as they do not recommend specific providers, and are not staffed to provide additional assistance.
Again, we apologize for any inconvenience our decision has caused Ms. [redacted].

Respectfully,
Old Republic Home Protection Co., Inc.
Initial Consumer Rebuttal /* (3000, 8, 2014/08/27) */
(The consumer indicated he/she DID NOT accept the response from the business.)
I have been with the Old Republic for more than two years first of all. There had to be a cancellation notice. I am convinced that the policy was cancelled for my utilization during the last year. I had a few necessary repairs. I have a second policy for another, newer property which was not utilized much, so that one they are not cancelling. How convenient!
However, my problem with Old republic is that I was not notified that I no longer had coverage. It was to my big surprise when I found out, having a lapse in coverage that I wouldn't have had otherwise. I find it quite unethical and deceiving.
Final Business Response /* (4000, 10, 2014/08/29) */
We understand Ms. [redacted]'s concerns and again we apologize for any inconvenience this may have caused. Please refer to our previous response that makes a recommendation for other options to obtain warranty coverage. Thank you.

What is the point of having a warranty when there are many essential items that the plan doesn't cover, that are not clearly explained beforehand or given a reason as to why certain things are not covered. Two times I called for service and paid the call fees, the work was not covered by Old Republic, but still had to pay the $60 service call fee when no service was rendered. I would have saved $120 and could have called a service provider I wanted.

Initial Business Response /* (1000, 6, 2014/07/11) */
Ms. [redacted]
Revdex.com
Re: Plan # XXXXXXXX
Dear Ms. [redacted],
Regarding the service request for the air conditioner; on behalf of Old Republic Home Protection (ORHP) and its employees, please extend our sincere apologies for the...

circumstances outlined in Mr. [redacted]'s letter.
ORHP, like other home warranty companies, uses Independent Network Service Providers to service our Plan Holders. Although efforts are made to dispatch qualified Service Providers that can provide quality service, occasionally circumstances occur that are unacceptable to ORHP and our Plan Holder.
I assure you, ORHP employees value the trust each of our Plan Holders place in us to resolve their service request in a timely and professional manner and when this does not occur, steps are taken to review what went wrong and implement improvement.
According to the file, we spoke with Mr. [redacted] today, and he has agreed to pay the non-covered costs to install the new air conditioner.
We apologize the terms and conditions of the Plan do not provide coverage for all of the repairs. While the intent of ORHP is to provide as much coverage as possible, the Plan is not all inclusive and there are limitations which are standard in the home warranty industry.
ORHP appreciates Mr. [redacted] taking the time to provide his opinion and perspective of his service experience, which in turn, provides ORHP the opportunity to improve the service we provide to our customers.
Best regards,
[redacted]
Claims Manager
Old Republic Home Protection

Initial Business Response /* (1000, 5, 2014/05/12) */
Ms. [redacted]
Revdex.com
Re: Plan # XXXXXXXX
Dear Ms. [redacted],
Regarding the cancellation of your Plan and your request for reimbursement for the repair of your garage door opener; on behalf of Old Republic Home Protection (ORHP)...

and its employees, please extend our sincere apologies for the circumstances outlined in Mr. [redacted]'s letter.
ORHP values Mr. [redacted] as a customer, and we hope he continues to see the value of the Plan and the many benefits it provides.
I have reviewed the file and my associate, Ms. [redacted] has spoken to Mr. [redacted] and made arrangements to reinstate his Plan coverage. In addition, once the Plan is reinstated, ORHP agrees, strictly as a matter of goodwill, to review the diagnosis and invoice for the garage door opener replacement.
ORHP appreciates Mr. [redacted] taking the time to provide his opinion and perspective of his service experience, which in turn, provides ORHP the opportunity to improve the service we provide to our customers.
Best regards,
[redacted]
Claims Manager
Old Republic Home Protection

Initial Business Response /* (1000, 5, 2014/05/15) */
Ms. [redacted]
Revdex.com
Re: Plan # XXXXXXXX
Dear Ms. [redacted],
Regarding the service request for the air conditioner; please inform Mr. [redacted] that after my review of his file, we have agreed to dispatch a different independent network...

Service Provider to provide an opinion regarding the malfunction of his air conditioner.
Once we have received the diagnosis, we will contact him to discuss Plan coverage.
If Mr. [redacted] has any questions, please inform him to contact us at XXX-XXX-XXXX for assistance.
Sincerely,
[redacted]
Claims Manager
Old Republic Home Protection

Initial Business Response /* (1000, 5, 2014/03/06) */
Ms. [redacted]
Revdex.com
Plan # XXXXXXXX
Dear Ms. [redacted],
Regarding the service request for the water heater; I have reviewed the file and both independent network Service Providers dispatched by Old Republic Home Protection (ORHP)...

to service the water heater informed us the 100-gallon water heater was leaking and had to be replaced. However, in order to meet local code requirements, the water heater must be upgraded to a 100-gallon commercial water heater.
Since the Plan does not cover to upgrade systems or appliances, Mr. [redacted] was provided a cash settlement of $1,140, which represented our cost for a residential 100-gallon water heater.
Please refer to page 8 of the Plan titled Limitations of Liability under General Exclusions 4.B. that states:
"If additional costs are incurred in order to comply with regulations, we will not be responsible
for the added expense."
In addition, please refer to page 7 of the Plan titled When You Need Us that states:
"We reserve the right to provide CASH IN LIEU of repair or replacement in the amount of our
actual cost. Payment will be provided based on our negotiated rates with our Service Provider
and/or Supplier network, which may be less than retail. We are not responsible for work
performed once you accept cash in lieu of service."
We apologize the terms and conditions of the Plan do not provide coverage in this situation. While the intent of the 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. [redacted] has any additional information he believes should be considered, please inform him to provide it to me for review.
Sincerely,
[redacted]
Claims Manager
Old Republic Home Protection
Initial Consumer Rebuttal /* (3000, 7, 2014/03/14) */
(The consumer indicated he/she DID NOT accept the response from the business.)
1- It is not true that the local codes requires that the water heater had to be upgraded to a 100-gallon COMMERCIAL water heater. I already checked that with the Anaheim city and the staff in the Anaheim city confirmed to me that was not a requirement because my property is a 4 units and a 4-unit building is considered by the city as a residential property not a commercial property.
I already communicated that fact the the ORHP and asked them to verify that with the city of Anaheim themselves.
2- A cash settlement for a 100-gallon water for $1140.00 is not realistic. That amount is arbitrary and is too low which tantamounts to a ripp-off. ORHP reserves a right to provide CASH IN LIEU, with an amount which is unfair to its clients is the core of the issue. That was bad business practices.
I had to pay $2085.86 for the water heater and accessories and $400.00 for installation. ORHP only refunded me for $1140.00 and it also wanted me to pay it another $60.00 for the diagnostics. That what the complaint is about.
Final Business Response /* (4000, 15, 2014/04/14) */
Ms. [redacted]
Revdex.com
Dear Ms. [redacted],
Pleaae inform Mr. [redacted] to provde us a copy of the closing document that reflects the size of each unit in the four-plex, along with the number of bedrooms and bathrooms in each unit. I will need this information for my review.
Sincerely,
[redacted]
Old Republic Home Protection
Final Consumer Response /* (4200, 11, 2014/03/27) */
(The consumer indicated he/she DID NOT accept the response from the business.)
This response did not answer my complaint no#2 which is the refund amount is too low.How can a $1040.00 compensation for a 100-gallon water heater is fair or a rip-off? That was my main complaint, and it was a core issue. If a compensation was fair then I did not bring out the complaint. The other issue was just a side issue. I tried to contact city of Anaheim, but the staff was busy, I will try later
thanks
[redacted]

Initial Business Response /* (1000, 5, 2014/07/31) */
Ms. [redacted]
Revdex.com
Re: Plan XXXXXXXX
Dear Ms. [redacted],
Regarding the service request for the garbage disposal; on behalf of Old Republic Home Protection (ORHP) and its employees, please extend our sincere apologies for the...

circumstances outlined in Mr. [redacted]'s letter.
I assure you, ORHP employees value the trust each of our Plan Holders place in us to resolve their service request in a timely and professional manner and when this does not occur, steps are taken to review what went wrong and implement improvement.
Based on the information Mr. [redacted] provided, I have taken personal responsibility to address the issues outlined with the individuals involved, ensuring they understand the result of their actions and comments.
I have reviewed the file that indicates [redacted] has been dispatched to your home to replace the garbage disposal, and they will contact you to schedule a convenient appointment.
If you have any questions, please contact us at XXX-XXX-XXXX for assistance.
ORHP appreciates Mr. [redacted] taking the time to provide his opinion and perspective of his service experience, which in turn, provides ORHP the opportunity to improve the service we provide to our customers.
Best regards,
[redacted]
Claims Manager
Old Republic Home Protection