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Old Republic Home Protection Company, Inc.

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Reviews Old Republic Home Protection Company, Inc.

Old Republic Home Protection Company, Inc. Reviews (830)

Initial Business Response /* (1000, 5, 2015/07/10) */
Ms. [redacted]
Revdex.com
RE: Plan # XXXXXXXX
Dear Ms. [redacted],
Regarding the service request for the refrigerator; on behalf of Old Republic Home Protection (ORHP) and its employees, please extend our sincere apologies for the...

circumstances outlined in Ms. [redacted]'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 Providers and individuals involved, ensuring they understand the result of their actions and comments.
According to the file, my associate, Ms. [redacted], has been assigned to follow up to ensure the service request is resolved in a timely manner. If Ms. [redacted] has any questions, please advise her to contact Ms. [redacted] at XXX-XXX-XXXX ext. [redacted] for assistance.
In addition, as a result of the circumstances that occurred, and strictly as a matter of goodwill, ORHP has agreed to waive the Trade Call Fee for the service request placed on July 7, 2015.
ORHP appreciates Ms. [redacted] taking the time to provide her opinion and perspective of her service experience, which in turn, provides ORHP the opportunity to improve the service we provide to our customers.
Best regards,
[redacted]
Claims Manager
Old Republic Home Protection
Initial Consumer Rebuttal /* (3000, 7, 2015/07/20) */
(The consumer indicated he/she DID NOT accept the response from the business.)
It is appreciated that one trade fee is going to be waived as a goodwill gesture. We still believe that more should be done as multiple vendors went out to repair the same problem that occurred a year ago, caused one insurance claim and now additional repairs for the exact same thing. Needless to say neither myself nor the owner is happy with the customer service they have provided.
Final Business Response /* (4000, 9, 2015/07/21) */
Dear Ms. [redacted],
Please extend my sincere apologies for the circumstances that have occurred, and advise Ms. [redacted] this situation has been brought to the attention of the appropriate Managers. We sincerely appreciate her taking the time to bring this to our attention.
Sincerely,
[redacted]
Claims Manager
Old Republic Home Protection

Initial Business Response /* (1000, 5, 2015/04/17) */
Ms. [redacted]
Revdex.com
Re: Plan XXXXXXXX
Dear Ms. [redacted],
Regarding the denial of coverage for the heat pump system; I have reviewed the file that indicates on February 16, 2015, an Independent Network Service Provider diagnosed...

that the air handler and heat pump condenser were malfunctioning and required replacement. Since the total cost of the repair exceeded the $1,500 Plan limit for heat pump systems, the Sellers of the property were provided $1,500, less the $60 Trade Call Fee, as cash settlement to apply toward the replacement of both the air handler and condenser.
On March 3, 2015, the Buyer's Plan became effective, and on April 7, 2015, a service request was placed regarding the heat pump system not operating. Old Republic Home Protection (ORHP) dispatched Diamond M Services, and their technician diagnosed the heat pump condenser was not operating and had not recently been replaced. He also provided ORHP a photograph indicating that wires inside the condenser were disconnected prior to his arrival at the home.
Please refer to page 7 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 normal wear and use, rust, corrosion, and chemical or
sediment build-up after the effective date of coverage. Pre-existing conditions are not
covered."
Please extend our apologies 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 additional information she believes should be considered, please advise her to provide it to me for review.
Sincerely,
[redacted]
Claims Manager
Old Republic Home Protection
Initial Consumer Rebuttal /* (3000, 7, 2015/04/22) */
(The consumer indicated he/she DID NOT accept the response from the business.)
As I stated prior, the AC unit was in working condition when we took procession of the house and worked for several weeks. It was not a pre-existing condition because the money provided to the seller enabled the unit to work properly. It broke for a second time after working properly and being fixed and should therefore be covered. If ORHP continues to deny coverage, I would like a full refund (minus $45 for the month of March). I want it processed asap with no further action from myself to cancel the policy and I want the $50 administration fee waived after having to pay $60 for nothing to be done to fix our unit. And I'd hope that they begin to notify buyers that if a seller is paid to fix an issue, they will not cover the buyer at all and render themselves basically useless to a buyer. A disclosure or some kind should have been provided to us at closing that stated due to the seller taking a cash out, we would not be covered for that system.
Final Business Response /* (4000, 9, 2015/04/23) */
Dear Ms. [redacted],
Regarding the denial of coverage for the heat pump air conditioner; according to the Independent Network Service Provider (INSP) that serviced the air conditioner for the seller, he diagnosed that the air handler (located inside the home), was leaking refrigerant. In addition, he informed us that the condenser (the outside unit), was also leaking refrigerant, and that the compressor was not operational. Based on his diagnosis, he advised us that a proper repair was not possible, and replacement of the air handler and heat pump condenser was necessary.
However, according to the INSP that serviced the home for Ms. [redacted], the heat pump condenser was not replaced, and there were wires inside the heat pump that were disconnected when he arrived which had rendered the heat pump non-operational.
That said, Ms. [redacted] has indicated that the heat pump air conditioner was operating as designed for several weeks after her Plan became effective. Please advise Ms. [redacted] to provide me a copy of the repair invoice for the air conditioner, completed by the seller prior to the transfer of ownership, for my review, and to please include the name and phone number of the company that completed the repair, along with any other information that she believes will support that the air conditioner was in good operating condition on the effective date of her Plan.
It's still unclear if wires were disconnected inside the heat pump, how the system could have operated for Ms. [redacted], and I will discuss that information further once I receive the information from Ms. [redacted].
If Ms. [redacted] still wishes to cancel her Plan, please instruct her to mail Old Republic Home Protection a written request, or fax the request to XXX-XXX-XXXX, and the Plan will be cancelled in accordance with the terms of cancellation.
Sincerely,
[redacted]
Claims Manager
Old Republic Home Protection
Final Consumer Response /* (4200, 13, 2015/04/24) */
(The consumer indicated he/she DID NOT accept the response from the business.)
I am so tired of getting the run around. I have done everything your company has asked and you continue to be difficult and irresponsible to me the customer. I have provided you with the statement from J&L air conditioning with a charge of $2,200 that the seller paid to have the unit fixed. If you don't now have it file please speak with one of the 10 people who has handled this case. Beside that my word and the word of about 10 different people who were in my house at the time it was working are the only things I have to offer as proof.
I need in writing that you will honor the cancellation details I spoke of in my last correspondence. I want the $50 administration fee waived, because I was told by [redacted] that would be honored before I requested help from Revdex.com. And I want a refund from the day I made the claim and you refused to cover the system. Since that time, ORHP has wasted my time, money, and patience and has continued to not budge and be human in order to offer any help whatsoever. We have not asked for any other issues be fixed and to be frank they have given me no peace of mind in being covered in case any future problems happen over the next year.
At this point, if I continue to get the run around and my small cancellation requests cannot be met. I will continue to escalate this by seeking legal advice and send several letters to my local news office and the San franciso news office about the insanely horrific service I and many others with ORHP have endured.

Initial Business Response /* (1000, 5, 2015/06/16) */
Ms. [redacted]
Revdex.com
Re: Plan # XXXXXXXX
Dear Ms. [redacted],
Regarding the service request for the clothes dryer and ice maker; on behalf of Old Republic Home Protection (ORHP) and its employees, please extend our sincere...

apologies for the circumstances outlined in Ms. [redacted]' letter.
ORHP, like other home warranty companies, uses Independent Network Service Providers to service our Plan Holders. Although efforts are made to dispatch qualified Service Providers that can provide quality service, occasionally circumstances occur that are unacceptable to ORHP and our Plan Holder.
I assure you, ORHP employees value the trust each of our Plan Holders place in us to resolve their service request in a timely and professional manner and when this does not occur, steps are taken to review what went wrong and implement improvement.
Based on the information 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.
ORHP values Ms. [redacted] as a customer, and we hope she will realize the value of the Plan, and the many benefits it provides.
I have reviewed the file that indicates my associate, Ms. [redacted], left a message for Ms. [redacted] on June 15, 2015. If Ms. [redacted] has any questions regarding the cancellation of her Plan, please advise her to contact Ms. [redacted] at XXX-XXX-XXXX ext. [redacted]
ORHP appreciates Ms. [redacted] taking the time to provide her opinion and perspective of her service experience, which in turn, provides ORHP the opportunity to improve the service we provide to our customers.
Best regards,
[redacted]
Claims Manager
Old Republic Home Protection
Initial Consumer Rebuttal /* (3000, 7, 2015/06/17) */
(The consumer indicated he/she DID NOT accept the response from the business.)
I tried to leave a voicemail for me [redacted] and the system hung up on me twice. I finally go through this morning but she hasn't called me back yet. In addition I got an email from the contract saying 'part due on the 25th'. That's all it said! No explanation, greeting, apology, nothing!! I tried to call orhp again and get again got transferred to the main system line to start over again. They hire the cheapest contractors so I don't get service and when j call no one wants to look into the issue. This has NOT been resolved. I have not gotten my dryer repaired nor a full refund of the policy and service fee.
Final Business Response /* (4000, 9, 2015/06/24) */
Dear Ms. [redacted],
I have reviewed the file and my associate, Mr. [redacted] Call Center Supervisor, spoke with Ms. [redacted] on June 19, 2015, and will assist in the resolution of her service request.
If Ms. [redacted] has any questions, please advise her to contact Mr. [redacted] at XXX-XXX-XXXX ext. [redacted]
Sincerely,
[redacted]
Claims Manager
Old Republic Home Protection

Initial Business Response /* (1000, 5, 2015/11/17) */
Ms. [redacted]
Revdex.com
Re: Plan XXXXXXXX
Dear Ms. [redacted],
Regarding the service request for the heat pump, and payment of the Trade Call Fee; I have reviewed the file that indicated on November 14, 2015, Ms. [redacted] requested...

service for her heat pump not operating properly. Old Republic Home Protection (ORHP) dispatched Pride Home Repair, and their technician diagnosed that the heat pump had no mechanical malfunction, and required cleaning.
Please refer to page 8 of the Plan that states:
"GENERAL LIMITATIONS. THIS PLAN DOES NOT COVER:
B. Routine maintenance or cleaning."
With regard to payment of the Trade Call Fee; please refer to page 7 of the Plan that states:
"You are responsible to pay a TRADE (SERVICE) CALL FEE (TCF) when the Service
Provider arrives at your home. The 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 30 days. The TCF is due
whether service is covered or denied. Essentially, when we incur a cost of service, you
are responsible for a TCF."
Please extend our apologies to Ms. [redacted] that the terms and conditions of the Plan did 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 further needs for service, please advise her to contact us at XXX-XXX-XXXX for assistance.
Sincerely,
[redacted]
Plan Compliance Manager
Old Republic Home Protection
Initial Consumer Rebuttal /* (3000, 7, 2015/11/18) */
(The consumer indicated he/she DID NOT accept the response from the business.)
I did not request service for a heat pump. I explained to the lady on the phone that smoke or steam was coming up from my unit and asked if that was covered. The lady said it was.She put in whatever request it was. The repairman said "I hate to tell you but this is completely normal. It is in defrost mode". The lady who answered the call should be educated enough to know that that was a normal process before scheduling an appointment. They seem to have people answering the phones that have no knowledge of what they are doing. Perhaps if they are going to have someone answering calls and making appointments they should actually have knowledge of heating and air, plumbing, or whatever the nature of the call might be.They just send someone so they get a trade fee for nothing. I have since ripped the policy up and will not ever use this service again. I have no knowledge of heating and air but do expect the people who work for this company and answers their phones to have knowledge so that I can be helped not ripped off.
Final Business Response /* (4000, 9, 2015/11/20) */
Ms. [redacted],
Please advise Ms. [redacted] our Customer Service Department representatives are not technicians and are not trained to diagnose repairs on the phone when a Plan Holder calls to place a service request. Old Republic Home Protection (ORHP) relies on the diagnosis from an Independent Network Service Provide to determine coverage.
That said, I understand Ms. [redacted] frustration having to pay the Trade Call Fee (TCF), and as a gesture of goodwill, ORHP will refund the TCF for this service request. Ms. [redacted] should receive the check within 20 days.
Please inform Ms. [redacted] that in the future when she places a request for service, the TCF will need to be paid whether the service is covered or denied.
Sincerely,
[redacted]
Plan Compliance Manager
Old Republic Home Protection

Dear [redacted],
Regarding the electrical issue at the home; the Service Provider did not open the walls or ceiling to locate the exact location of the vibration he believes is occurring in the electrical lines, and he does not believe there is "arching" occurring. Please advise [redacted] that the cost to open the walls or ceilings to provide further diagnosis would not be covered in accordance with the Plan coverage (see page 8 of the Plan for details). 
If [redacted] mentions in her response that her electrician believes there may be arching occurring. Please ask her to provide me photos from her electrician that supports their diagnosis, please advise her to provide me the information for review and coverage consideration. 
Sincerely,
[redacted]
Plan Compliance Manager

Initial Business Response /* (1000, 5, 2014/11/13) */
Ms. [redacted]
Revdex.com
Re: Plan # XXXXXXXX
Dear Ms. [redacted],
Regarding the denial of coverage for the pipe leak; I have reviewed the file that indicates the plumber diagnosed the pipe leak was located outside the foundation of the...

home.
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:
A) Are installed for diagnosis and located within the interior of the main foundation of
the home and garage (inside the load-bearing walls of the structure)."
According to the file, on November 7, 2014, my associate, Ms. [redacted] spoke with Mr. [redacted] and agreed, strictly as a gesture of goodwill, to provide him $250 toward the repair of the plumbing pipe; Mr. [redacted] advised Ms. [redacted] that he does not want to accept our offer, and feels he is due more funds even though the service issue is not covered by the Plan.
On behalf of Old Republic Home Protection (ORHP) and its employees, please extend our sincere apologies to Mr. [redacted] that the Plan did 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 Mr. [redacted] would like to accept our offer, it will be available through November 30, 2014.
If Mr. [redacted] has any questions, please inform him to contact Ms. [redacted] at XXX-XXX-XXXX ext. [redacted] for assistance.
Sincerely,
[redacted]
Claims Manager
Old Republic Home Protection
Initial Consumer Rebuttal /* (3000, 7, 2014/11/17) */
(The consumer indicated he/she DID NOT accept the response from the business.)
The Old Republic Home Protection denied the coverage of the repair and company said due to normal wear and use, rust and corrosion. They didn't want to fix the pipe and the shower turning valve. Due to emergency there was no water and I contacted another plumper to repair. After the repair done cost $4,500.00 my friend helped me call and submit the bill to Manager of Old Republic Home Protection. I received a response that why I didn't contact them first before I contacted the other plumber to do repair.This was not true due to the fact that I did make the call to Old Republic Home Protection.The $250.00 that they offered I wouldn't accept and it's up to Revdex.com or Ms. [redacted] to decide fair amount. Lastly, when I have this kind of problem with Old Republic Home Protection I did a research from the Consumer Complaint. Old Republic Home Protection had done this to many other policy holders. Old Republic Home Protection have been cheating other people and I.
Final Business Response /* (4000, 9, 2014/11/19) */
Ms. [redacted],
Please inform Mr. [redacted] our previous response outlines why the service request and subsequent request for reimbursement was denied. If Mr. [redacted] has any additional questions, or decides to accept the goodwill gesture of $250, please inform him to contact my associate, Ms. [redacted] for assistance.
Sincerely,
[redacted]
Claims Manager
Old Republic Home Protection
Final Consumer Response /* (4200, 11, 2014/11/20) */
(The consumer indicated he/she DID NOT accept the response from the business.)
Please inform [redacted] Claims Manager Old Republic Home Protection that I want something better than that offer of $250.00 and what is he opinion from $4500.00 to $250.00. Beside that I am going ask Mr. [redacted] Claims Manager a question about leak inside main bathroom shower that Old Republic Protection denied to repair. Is Old Republic Protection going to come back and repair the leak? Is it your company's interest to deny all your customer's requests because there are many policy holders complaining.Is it in your interest to do the repair less than a trade call fee? If there are any questions please contact me back or I will talk with my Attorney and take legal action.

Complaint: [redacted]I am rejecting this response because: The facts are the facts.  I understand that they do not have details for the repairs they made and I do know that their contractor made these repairs to the supply lines within 6 months of the recent damage.  I guess we are at a stand point.
As for the service call fee, I had thought that this was included in the $380.00 paid to the contractor. They normally collect them at the time.  Just some thought, this installation and with the so called "modifications" only took one and half hours to complete.  Sincerely,[redacted]

Initial Business Response /* (1000, 9, 2014/06/24) */
Ms. [redacted]
Revdex.com
Re: Plan # XXXXXXXX
Dear Ms. [redacted],
Regarding the service request for the air conditioner; on behalf of Old Republic Home Protection (ORHP) and its employees, please extend our sincere apologies for the...

circumstances outlined in Ms. [redacted]' letter.
ORHP, like other home warranty companies, uses Independent Network Service Providers to service our Plan Holders. Although efforts are made to dispatch qualified Service Providers that can provide quality service, occasionally circumstances occur that are unacceptable to ORHP and our Plan Holder.
I assure you, ORHP employees value the trust each of our Plan Holders place in us to resolve their service request in a timely and professional manner and when this does not occur, steps are taken to review what went wrong and implement improvement.
Based on the information you provided, I have taken personal responsibility to address the issues outlined with the Service Provider and individuals involved, ensuring they understand the result of their actions and comments.
According to your file, we have received the invoice from your Out-Of-Network Contractor, and you will be reimbursed for covered repairs less the $60 Trade Call Fee, and a check will be mailed to you within the next ten business days.
ORHP appreciates Ms. [redacted] taking the time to provide her opinion and perspective of her service experience, which in turn, provides ORHP the opportunity to improve the service we provide to our customers.
Best regards,
[redacted]
Claims Manager
Old Republic Home Protection
Final Consumer Response /* (3000, 6, 2014/06/23) */
The company has contacted me, and are issuing a reimbursement for the money I had to expend on the company who came out to service my A/C.

Initial Business Response /* (1000, 5, 2015/01/07) */
Ms. [redacted]
Revdex.com
Plan # XXXXXXXX
Regarding the service request for the oven; on behalf of Old Republic Home Protection (ORHP) and its employees, please extend our sincere apologies for the circumstances outlined in Mr. [redacted]...

letter.
I assure you, ORHP employees value the trust each of our Plan Holders place in us to resolve their service request in a timely and professional manner and when this does not occur, steps are taken to review what went wrong and implement improvement.
I have v reviewed the file and confirmed the check was re-issued Monday, January 5, 2015, and sent to Mr. [redacted] by overnight mail.
If Mr. [redacted] has any questions, please advise him to contact us at XXX-XXX-XXXX for assistance.
Best regards,
[redacted]
Claims Manager
Old Republic Home Protection

We recently purchase a home in North Myrtle Beach, **. At the Seller's choosing the Seller purchased a home warranty plan for our benefit.
Within days of closing on our home we found that the dishwasher would not drain and contacted ORHP. The agent told us that our plan had not been issued and the plan under which the seller purchased was not effective for our use at that time.
After much complaint on my part we were finally given a claim number. A few days later we were contacted by ORHP and told that they did not have an authorized service contractor in our area and we would have to find one on our own. We were also told that if ORHP approve of the work and written estimate that ORHP would reimburse us up to $60 for the service call. As it turned out the Seller's recent installation of a garbage disposable was what was causing our problem; hence, we were not covered.
Within a month we discovered that we had two rood leaks. Again, we contacted ORHP to submit a service request. Again, ORHP did not have an authorized service provider in our area and we would have to find one on our own. Low and behold, same result. Our claim was denied because ORHP roof coverage does not cover flanges or flange pipe connectors. And, because the claim is not covered our service charge will not be reimbursed.
Recently our new air handling unit stopped working. We will not contact ORHP. We are saving ourselves the time, the frustration and the extreme anger with this company

Initial Business Response /* (1000, 5, 2016/01/05) */
Ms. [redacted]
Revdex.com
Re: Plan XXXXXXXX
Dear Ms. [redacted],
Regarding the service request for the salt water pool equipment, and Ms. [redacted]'s request to cancel the Plan; I have reviewed the file and according to the technician from...

Roadrunner Pools, based on the condition of the pool and the equipment, the salt water system was not in good operating condition on the effective date of the Plan.
Please refer to page 7 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 normal wear and use, rust, corrosion, and chemical
or sediment build-up after the effective date of coverage. Pre-existing conditions are
not covered."
Please extend our apologies to Ms. [redacted] that the terms and conditions of the Plan do not provide coverage in this situation. While 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 industry.
With regard to cancelling the Plan; ORHP values Ms. [redacted] as a customer, and we hope that she will realize the value of the Plan and the many benefits it provides. If Ms. [redacted] still wishes to cancel her Plan, please advise her to mail a written request to ORHP, fax the request to
XXX-XXX-XXXX, or email the request to [redacted]@orhp.com, and the Plan will be cancelled in accordance with the terms and conditions of the Plan.
If Ms. [redacted] has any questions, please advise her to contact me at XXX-XXX-XXXX Ext. [redacted].
Sincerely,
[redacted]
Plan Compliance Manager
Old Republic Home Protection

Initial Business Response /* (1000, 5, 2014/08/04) */
Plan XXXXXXXX
Ms. [redacted],
I tried calling Ms. [redacted] at the phone number provided on this complaint, and I received a tone as if it's a fax machine. Please inform Ms. [redacted] to call me at her convenience so I can assist her; my...

extension is [redacted]
Sincerley,
[redacted]
Claims Manager
Old Republic Home Protection

Initial Business Response /* (1000, 5, 2014/11/03) */
Ms. [redacted]
Revdex.com
Re: Plan # XXXXXXXX
Dear Ms. [redacted],
Regarding the Plan eligibility for renewal; I have reviewed the file and determined the Plan is eligible for renewal. According to the file, my associate Ms. [redacted]...

has spoken with Mr. [redacted] and informed him that his Plan can be renewed, and he advised Ms. [redacted] that he will contact Old Republic Home Protection at a later date if he decides to renew the Plan.
If you have any questions, please contact me at your convenience.
Sincerely,
[redacted]
Claims Manager
Old Republic Home Protection

Initial Business Response /* (1000, 5, 2015/08/18) */
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 that the new Goodman condenser installed June 30th 2015 by an Independent...

Network Service Provider, was diagnosed on August 5th 2015 as having a defective compressor. Since the equipment is under a manufacturer warranty, the Plan Holder is required to contact the manufacturer for coverage.
Please refer to page 8 of the Plan under General Limitations that states:
"This Plan does not cover:
F. Systems, appliances or components covered by an existing manufacturer/
distributor/ or other warranty."
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 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. [redacted] has any questions or a further need of service during her Plan term, please advise her to contact us at XXX-XXX-XXXX for assistance.
Sincerely,
[redacted]
Claims Manager
Old Republic Home Protection

Initial Business Response /* (1000, 5, 2015/10/27) */
Plan XXXXXXXX
Dear Ms. [redacted],
Regarding the denial of coverage of the water heater; I have reviewed the file and my associate, Ms. [redacted], Call Center Supervisor, spoke to Mr. [redacted] on October 22, 2015 and discussed the Plan...

coverage.
On behalf of Old Republic Home Protection (ORHP), please extend our apologies that the terms and conditions of the Plan did 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 Mr. [redacted] has any questions, please advise him to contact Ms. [redacted] at XXX-XXX-XXXX Ext. [redacted] for assistance.
Sincerely,
[redacted]
Plan Compliance Manager
Old Republic Home Protection
Initial Consumer Rebuttal /* (3000, 7, 2015/10/28) */
(The consumer indicated he/she DID NOT accept the response from the business.)
The original denial was very different then this one. They are making up new reasons to deny the coverage. I still don't understand why they are denying it. Some explanation Ms. [redacted] didn't even understand and couldn't explain well. And it makes it clear that seller paid "warranty" is bunch of garbage and is only meant to make the buyer feel good and covers very little.
This is obviously unacceptable. I have no middle ground. I do not accept this. Having companies like this making money off house sales and making people "comfortable" in case something goes wrong and then looking for each and any way to deny coverage is wrong. I will take my complaint to the NC DOJ and my government representatives. At this point, I care more about this industry being tighter regulated and having more transparency between their relationship with realtors and their denial rates. I will take my efforts there. I know Revdex.com will not be helpful in this matter. And I'm also frustrated that your rating for a company like this is so high.
Final Business Response /* (4000, 17, 2015/11/10) */
Dear Ms. [redacted],
Regarding the response from Mr. [redacted]; please advise him as referenced in our previous response, the Plan is not all inclusive and there are limitations which are standard in the home warranty industry.
Old Republic Home Protection provides service to over 500,000 service requests annually, with service costs in excess of $100M. Should Mr. [redacted] wish to compare our coverage with other home warranty companies, please advise him to visit the National Home Service Contract Association website at homeservicecontract.org for a list of home warranty 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.
Again, please extend our apologies that the terms and conditions of the Plan did not provide coverage in this situation.
Sincerely,
[redacted]
Plan Compliance Manager
Old Republic Home Protection
Final Consumer Response /* (4200, 19, 2015/11/11) */
(The consumer indicated he/she DID NOT accept the response from the business.)
I will take this up from the perspective of deceptive marketing practices w NC DOJ. I accept I won't get anything and hope to change their business practices to be transparent.
Thanks
[redacted]

Initial Business Response /* (1000, 5, 2015/01/30) */
Ms. [redacted]
Revdex.com
Re: Plan XXXXXXXX
Dear Ms. [redacted],
Regarding the service request for the clothes dryer; 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 based on the circumstances that occurred, ORHP has agreed as a gesture of goodwill, to honor Mr. [redacted]'s request to waive the Trade Call Fee.
ORHP values Mr. [redacted] being our customer the past two years, and we appreciate him taking the time to provide his opinion and perspective of his service experience, which in turn, provides ORHP the opportunity to improve the service we provide to our customers.
Best regards,
[redacted]
Claims Manager
Old Republic Home Protection
Initial Consumer Rebuttal /* (2000, 7, 2015/02/03) */
(The consumer indicated he/she ACCEPTED the response from the business.)
I greatly appreciate the cooperation of Mr. [redacted], on behalf of his firm, and I look forward to our continued business relationship. Based on his actions, I would recommend ORHP to anyone. In fact, his company has been the easiest & most reasonable home warranty company I've ever worked with.
Thank you for your involvement, Revdex.com, and thank you for your consideration & credit, Mr. [redacted].

Initial Business Response /* (1000, 5, 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 Mr. [redacted]'s 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 [redacted] 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.
With regard to the garage door opener service request; I reviewed the file and the last service request for the garage door opener was in February 2012, and we did not receive a request for service during the last two years.
As for the service Mr. [redacted] has indicated he received from the Independent Network Service Providers; 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.
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.
Sincerely,

[redacted]
Claims Manager
Old Republic Home Protection

Initial Business Response /* (1000, 5, 2014/05/01) */
Ms. [redacted]
Revdex.com
Re: Plan # XXXXXXXX
Dear Ms. [redacted],
Regarding the denial of coverage for the pool equipment; I have reviewed the file notes that indicate we have agreed to dispatch an independent network Service Provider...

to provide us a second opinion regarding the pool equipment.
Once the diagnosis is received, we will determine coverage in accordance with the terms and conditions of the Plan and contact Mr. [redacted].
Sincerely,
[redacted]
Claims Manager
Old Republic Home Protection
Initial Consumer Rebuttal /* (3000, 7, 2014/05/04) */
(The consumer indicated he/she DID NOT accept the response from the business.)
The second opinion was already done. The response from the second opinion was that there was a leak and it caused my pump motor to burn out. They wouldn't cover the motor because the leak was the cause. This is the same leak they said never existed in the first place. Im sure once they look at both of there denials and see it makes no sense they will make something else up. Can't wait to hear what they have to say next. By the way, I do have paperwork from the first and second service visits that show the contradictions in their denials.
Final Business Response /* (4000, 9, 2014/05/12) */
Ms. [redacted]
Revdex.com
Dear Ms. [redacted],
Based on the diagnosis by Green 2 Crystal Clear Pools, Old Republic Home Protection denied coverage in accordance with the terms and conditions of the Plan.
Please inform Mr. [redacted] if he has additional information he believes should be considered, please forward it to me for review; such as the diagnosis from an Independent Out-Of-Network Contractor.
Sincerely,
[redacted]
Claims Manager
Old Republic Home Protection
Final Consumer Response /* (4200, 11, 2014/05/15) */
(The consumer indicated he/she DID NOT accept the response from the business.)
It was asked to forwarded that info along with pictures 3 weeks ago when your contractor said there was no leak. I paid for another company to [redacted] my equipment out of my pocket. They stated there was clearly a leak. I also sent 3 pictures of a massive leak. You guys have that on file. You should check your through your notes before responding to my complaint so your not asking for information you already have. This is a continuance of the run around we have been provided by your company.

Initial Business Response /* (1000, 5, 2015/11/09) */
Ms. [redacted]
Revdex.com
RE: Plan # XXXXXXXX
Dear Ms. [redacted],
Regarding the service request for the refrigerator; on behalf of Old Republic Home Protection (ORHP) and its employees, please extend our sincere apologies for the...

circumstances outlined in Ms. [redacted]'s letter.
I assure you, ORHP employees value the trust each of our Plan Holders place in us to resolve their service request in a timely and professional manner and when this does not occur, steps are taken to review what went wrong and implement improvement.
I have reviewed the file and my associate, Ms. [redacted], Call Center Supervisor, has been assigned to review the file and contact Ms. [redacted] to discuss a resolution for her service request. Please advise Ms. [redacted] is she has any questions, to contact Ms. [redacted] at XXX-XXX-XXXX Ext. [redacted] for assistance.
ORHP appreciates Ms. [redacted] taking the time to provide her opinion and perspective of her service experience, which in turn, provides ORHP the opportunity to improve the service we provide to our customers.
Best regards,
[redacted]
Plan Compliance Manager
Old Republic Home Protection

Initial Business Response /* (1000, 5, 2015/05/22) */
Ms. [redacted]
Revdex.com
Re: Plan XXXXXXXX
Dear Ms. [redacted],
Regarding payment of the Trade Call Fee; please refer Ms. [redacted] to page 7 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 home. The 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 30 days. The TCF is due whether service is covered or denied. Essentially, when we incur a cost of service, you are responsible for a TCF."
If Ms. [redacted] has any questions, please advise her to contact us at XXX-XXX+[redacted] for assistance.
Sincerely,
[redacted]
Claims Manager
Old Republic Home Protection
Initial Consumer Rebuttal /* (3000, 7, 2015/05/25) */
(The consumer indicated he/she DID NOT accept the response from the business.)
Yes. There is TCF. But, I want TCF to be waved.
Because I can get FREE diagnosis and estimation by CA licensees, it is wasting my money to pay for diagnosis and estimation for service man sent by orhp.
Final Business Response /* (4000, 9, 2015/05/29) */
Dear Ms. [redacted],
Please advise Ms. [redacted] as stated in my previous response; when she places a request for service and an Independent Network Service Provider responds to her home, there will be a Trade Call Fee due in accordance with the terms and conditions of the Plan.
Sincerely,
[redacted]
Claims Manager
Old Republic Home Protection
Final Consumer Response /* (4200, 13, 2015/06/08) */
(The consumer indicated he/she DID NOT accept the response from the business.)
Following is my proposed solution.
I pay the $60 service fee. Orhp authorized the technicians who did free inspections on issues to do the repair without delay.
This solution is fair for technicians who offers free inspection and prevents me from wasting $60 service fee blindly without experts evaluation.
On the other hand, Orhp can go with it's protocol.

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Address: PO Box 5017, San Ramon, California, United States, 94583

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