Old Republic Home Protection Company, Inc.

Initial Business Response /* (1000, 5, 2014/06/09) */
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 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 you provided, I have taken personal responsibility to address the issues outlined with the Service Provider and individuals involved, ensuring they understand the result of their actions and comments.
According to the file, my associate, Ms. Wolfe, has spoken to Mr. [redacted], and is following up on this service request to ensure it is resolved to his satisfaction.
If Mr. [redacted] has any questions, please inform him to contact Ms. Wolfe at XXX-XXX-XXXX ext. [redacted] 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
Initial Consumer Rebuttal /* (2000, 7, 2014/06/17) */
(The consumer indicated he/she ACCEPTED the response from the business.)
Ms. [redacted] contacted me and worked with me to resolve the issue in question. I am very thankful that it is finally resolved.

Dear [redacted]
 
Regarding the service request for the air conditioner; I have reviewed the file and the technician from Lake Front Air Conditioning, [redacted], advised us that the damper installed by Ambient Edge Air was not done improperly, and the problem with the air flow has to do with the original design of the ducts. There was no authorization given or information that supports that the technician from Ambient Edge Air redesigned ducts when he installed the new evaporative cooler.
 
With regard to the damper installed by Ambient Edge Air; [redacted] advised us that the installation of the damper did not cause damage to the existing ducts, and if the Plan Holder wants to have the damper removed, his estimate is $350. As mentioned previously, as a gesture of goodwill, Old Republic Home Protection has provided [redacted] $500, which he can use, if he so choses, to have [redacted] remove the damper.
 
Sincerely,
 
[redacted]
Plan Compliance Manager
Old Republic Home Protection

Initial Business Response /* (1000, 5, 2015/10/12) */
Plan XXXXXXXX
Dear Ms. [redacted],
Regarding the service request for the air conditioner; please advise Mr. [redacted] to provide me a legible copy of the invoice for my review, and mail it to my attention at the following address.
Old...

Republic Home Protection
P.O. Box 1507
San Ramon, CA XXXXX
Attn: [redacted]
Sincerely,
[redacted]
Plan Compliance Manager
Old Republic Home Protection
Initial Consumer Rebuttal /* (3000, 8, 2015/10/16) */
Hi [redacted]
I will be sending a physical copy of the repair invoice to Mr. [redacted] of Old Republic Home Protection today. I've also attached a copy to this email.
However case have yet to be resolved, how should I respond to Step 2 of the Revdex.com response? Can I click "no" with the comment "sent in invoice of repair, waiting for satisfactory resolution from ORHP"
Please advise, thank you!
[redacted]
XXX-XXX-XXXX
Final Business Response /* (4000, 10, 2015/10/27) */
Dear Ms. [redacted],
Please advise Mr. [redacted] I have received his invoice and processed reimbursement of $550 less the Trade Call Fee. A check will be mailed to him within 20 days.
Sincerely,
[redacted]
Plan Compliance Manager
Old Republic Home Protection

Initial Business Response /* (1000, 5, 2014/12/23) */
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 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 my associate, Mr. [redacted] Call Center Supervisor, will contact Mr. [redacted] and follow up to resolve the service request regarding his refrigerator.
If Mr. [redacted] has any questions, please advise him to contact Mr. [redacted] at
XXX-XXX-XXXX ext. [redacted] 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
Initial Consumer Rebuttal /* (3000, 7, 2014/12/26) */
(The consumer indicated he/she DID NOT accept the response from the business.)
Until this refrigerator is replaced with an equivalent side by side refrigerator with ice maker and water dispenser, as we now have, I do not feel this case has been resolved. I was told by ORHP that they would send out another service tech to diagnose the problem. This will be the 3rd diagnosis and/or repair of this refrigerator, that has now become a fire hazard.
Final Business Response /* (4000, 10, 2015/01/02) */
Dear Ms. [redacted],
Regarding the service request for the refrigerator; I have reviewed the file and on December 29, 2014, my associate, Mr. [redacted] spoke with Mr. [redacted], and he agreed to accept a cash settlement for a new refrigerator.
If Mr. [redacted] has any questions, please advise him to contact Mr. [redacted] at XXX-XXX-XXXX ext. [redacted] for assistance.
Sincerely,
[redacted]
Claims Manager
Old Republic Home Protection
Final Consumer Response /* (2000, 18, 2015/02/03) */
This was finally resolved to my satisfaction. The company finally provided a check to purchase a new refrigerator. I was very dissatisfied in their process and time frame to resolve. Thank you very much for your services. The Revdex.com was a tremendous help, and I am grateful.

I have owned my first home for a year now and my realitor signed us up for orhp. My home is an older home that has had some issues since moving in, a/c replaced, water heater replaced. In the last month I got a call from the water company stating my water has been running non stop for a couple days. I called orhp after I could not find any leaks and they sent out one of there plumbers. He advised we had a leak under the slab and it would cost 2400 dollars for repairs. Orhp covered 1000 I had to pay the 1400. No problem. Called to authorize work and asked if I would get compensated to pay for the holes left in the drywall to runa new main water line. I was told that we would get 100 dollars for the first hole and 50 dollars each additional hole. The plumber came and made holes in 2 bedrooms, about 6 holes total. Because the plumber had to bring an additonal person to help him (which was his son in law and he wasnt a plumber) I was charged extra for the help. So the total bill changed and I was told about it when it came time to collect the money. Repairs completed while I was at work, when I got home the plumber ran the new water line through the attic and did not secure the line at all. Layed it accross the rafters and took off. He was paid 2500 dollars for 6 hours of horrible workmanship!!!Took photos and called orhp and asked about the money to fix the drywall and that the plumber did not complete the job. I was told they would not send the plumber back unless there was a leak and that the person on the phone that told me I would get paid to fix the drywall was "no longer with the company and he gave wrong info". Orhp did not back up their employees statements even if they didnt work there anymore. So I get a renew letter in the mail and even after all this I decide ill go one more year and see what happens. I call to renew and am told by an employee that my contract "has been opted not to offer coverage from orhp" and she told me a website for other companies. I asked why they sent me a renewal form and now they dont want to cover me anymore and she could not give an answer other than sorry. This company is a joke and is a waste of time and money. Do not use them or recommend them to anyone.

Initial Business Response /* (1000, 5, 2015/02/16) */
Ms. [redacted]
Revdex.com
Re: Plan # XXXXXXXX
Dear Ms. [redacted],
Regarding the service request for the heating system; 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 and equipment Suppliers to service our Plan Holders. Although efforts are made to dispatch qualified Service Providers and use equipment Suppliers that can provide quality service, occasionally circumstances occur that are unacceptable to ORHP and our Plan Holder.
I assure you, ORHP employees value the trust each of our Plan Holders place in us to resolve their service request in a timely and professional manner and when this does not occur, steps are taken to review what went wrong and implement improvement.
I have reviewed the file that indicates there was a delay from the equipment Supplier obtaining the component to repair the furnace in a timely manner; we sincerely apologize for the delay, and the inconvenience to Ms. [redacted] and her tenant.
The file also indicates that on February 11, 2015, Ms. [redacted] spoke with my associate, Ms. [redacted], and it was agreed, as a gesture of goodwill, to refund the $75 Trade Call Fee to Ms. [redacted]. The check will be mailed to Ms. [redacted] within the next ten business days.
If Ms. [redacted] has any questions, please advise her 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]
Claims Manager
Old Republic Home Protection
Initial Consumer Rebuttal /* (3000, 7, 2015/02/24) */
(The consumer indicated he/she DID NOT accept the response from the business.)
First of all I would like to say thank you to the Revdex.com for a quick response in an attempt to resolve this issue.
I did indeed speak to a Ms. [redacted] from ORHP on 2/11/15. I accepted what she said about the return of the $75.00 trade call fee because I felt that ORHP had made a determination about what they were willing to do and did not wish to consider any other recourse. I informed Ms. [redacted] about my contact with the Revdex.com and her response was that she had nothing to do with that. She agreed that the services provided were not good, but could not or would not hear what I really wanted as a compensation. I would still like to receive all monies spent for the remainder of my contract period minus the trade call fee and the check for $41.43 that I received and the $75.00 they agreed to return (which I have not yet received as of today) does not cover the monies spent on the remainder of my contract (approximately 6 months). I am not trying to be unreasonable, I'm not asking for thousands of dollars in compensation nor am I asking for anything other than the money that I spent for services or a contract that I am now unable to use. I just want the money so that I can obtain another warranty service. None of this would be necessary if I had received the services that ORHP claim to provide. I'm sure if ORHP would look back at the last few services provided and the time that it took to provide those services, not just this last incident they would agree that they have not provided the best service. I do not wish to speak to anyone else from this company. It is my hopes that they would provide me with what I'm asking and we can both move on.I am truly tired of dealing with this company and their unwillingness to compromise, it is beginning to feel to me like they only want their customers money which they use to provide less than acceptable services. Yes this company was referred to me by my realtor who has since apologized and suggested that I change companies because after doing research agreed that this company is not providing exceptional services as they claim.
Again, thank you to the Revdex.com for such a quick response and all they have done in an attempt to assist me in resolving this issue. I really do appreciate the assistance.
Final Business Response /* (4000, 9, 2015/02/25) */
Ms. [redacted],
Please inform Ms. [redacted] the Plan Fee refund reflects the balance remaining in accordance with the terms of cancellation. Please refer to page 9 of the Plan that states:
"Cancellation: This Plan is non-cancelable, except for 1) nonpayment of fees; 2)
fraud or misrepresentation of facts material to the Plan; 3) upon mutual
agreement between you and ORHP; or 4) if you harm or threaten the safety or
well-being of ORHP, any employee of ORHP, a Service Provider, or any property
of ORHP or of the Service Provider. If Plan is cancelled, you shall be entitled to
a pro-rata refund of the paid Plan fee for the unexpired term less service cost,
any other unpaid charges and a $50 processing fee."
With regard to the refund of the $75 Trade Call Fee, I have confirmed this has been processed and will be mailed within the next ten business; please extend our sincere apology for the delay.
If Mr. [redacted] has any questions regarding the Plan fee refund amount or the Trade Call Fee refund, please advise her to contact the Accounting Department at XXX-XXX-XXXX for assistance.
Sincerely,
[redacted]
Claims Manager
Old Republic Home Protection

Initial Business Response /* (1000, 5, 2014/07/03) */
Ms. [redacted]
Revdex.com
Re: Plan # XXXXXXXX
Dear Ms. [redacted],
Regarding the service request for the air conditioner and water heater; 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 spoken with Ms. [redacted], and she is providing me the invoices from her Independent Out-Of- Network Contractor for my review.
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 Business Response /* (1000, 5, 2014/04/30) */
Ms. [redacted]
Revdex.com
Re: Plan # XXXXXXXX
Dear Ms. [redacted],
Regarding the denial of coverage for the microwave oven door handle; I have reviewed the file and the technician from Steve Appliance, the independent network Service...

Provider dispatched by Old Republic Home Protection, diagnosed and found the microwave oven was less than four years old, and the door handle did not fail from normal wear and use.
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:
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."
According to the file, my associate, Ms. [redacted], has spoken to Mr. [redacted] and as a
gesture of goodwill, agreed to waive the $60 Trade Call Fee.
The file also indicates that on April 14th, 2014, per Mr. [redacted]'s request, the Plan was
cancelled.
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 Consumer Rebuttal /* (3000, 7, 2014/05/01) */
(The consumer indicated he/she DID NOT accept the response from the business.)
Ms. [redacted]
Revdex.com
Dear Ms. [redacted],
With all due respect to Mr. [redacted], the only truth in his statement is that I did indeed cancel the plan. But please correct me if I am wrong, the cancellation occurred many weeks after the claim and hence is irrelevant to this dispute.
In the following recorded voice message, ORHP representative [redacted] "advised that Steve Appliance are unable to obtain parts as needed to make the repairs".
[redacted]
(click the 'Voicemail from ORHP' to listen to the recording)
It is obvious that Steve Appliance intended to repair the unit but were unable to secure replacement parts. The true reason for the declined claim was not BRUTE FORCE but TOO-EXPENSIVE-TO-REPLACE-UNIT.
I invite Mr. [redacted] to honor this claim as the damage was a result of "normal wear and use". If not, please provide evidence of the mallet attack or karate kick that loosened the microwave door handle.
Regards,
[redacted]
Final Business Response /* (4000, 9, 2014/05/02) */
Ms. [redacted]
Revdex.com
Dear Ms. [redacted],
Regarding the denial of coverage for the microwave oven door; please inform Mr. [redacted] the decision to deny coverage is based on the diagnosis from the independent network Service Provider dispatched by Old Republic Home Protection; Steve Applaince.
Per Mr. [redacted]'s request, I will mail him a copy of the invoice from Steve Appliance that indicates the damage to the microwave oven door was not the result of normal wear.
If Mr. [redacted] has any additional information that he believes should be considered, please advise him to mail it to me for review.
Sincerely,
[redacted]
Claims Manager
Old Republic Home Protection
Final Consumer Response /* (4200, 11, 2014/05/05) */
(The consumer indicated he/she DID NOT accept the response from the business.)
Thoroughly disappointed with this "resolution".
The insurer contends that our tenant, a young woman, intentionally and violently broke a microwave door handle. A ludicrous suggestion.
I presented evidence of their "independent" contractor researching replacement costs even though they supposedly declared the damage intentional and hence not covered by the policy.
It seems that the only course of action is for me to employ an "independent contractor" to counter ORHP's "independent contractor". But I refuse to do so even though both OHRP and myself have spent enough money on this claim to renovate the entire kitchen.
I hope this adventure will join the other 800+ ORHP complaints on the Revdex.com website so that the general public can make an informed decision on using (or not using) this "A+" rated insurance provider.

Initial Business Response /* (1000, 5, 2015/09/17) */
Ms. [redacted]
Revdex.com
RE: Plan # XXXXXXXX
Dear Ms. [redacted],
Regarding the service request for the pool heater; on behalf of Old Republic Home Protection (ORHP) and its employees, please extend our sincere apologies for the...

circumstances outlined in Mr. [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 Mr. [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 spoken with Mr. [redacted], and will follow up to ensure the service request is resolved in a timely manner. If Mr. [redacted] has any questions, please advise him to contact Ms. [redacted] at XXX-XXX-XXXX Ext. [redacted] 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]
Plan Compliance Manager
Old Republic Home Protection

Initial Business Response /* (1000, 8, 2015/07/15) */
Ms. [redacted]
Revdex.com
RE: Plan # XXXXXXXX
Dear Ms. [redacted],
Regarding the service request for the ductwork; 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], Call Center Supervisor, spoke with Ms. [redacted], and she agreed to accept a cash settlement of $626.19, which represents the balance of the ductwork limit on the Plan. A check for $626.19 has been processed and will be mailed to Ms. [redacted] within the next ten business days. If Ms. [redacted] has any questions, please advise her 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]
Claims Manager
Old Republic Home Protection
Initial Consumer Rebuttal /* (2000, 10, 2015/07/22) */
(The consumer indicated he/she ACCEPTED the response from the business.)
Dear ORHP,
Thank you for completing my service needs with the payment that has now been received and the repaired damage to the house by the service provider.
Respectfully,
[redacted]
Final Business Response /* (4000, 17, 2015/07/30) */
Dear Ms. [redacted],
Regarding the Trade Call Fee; my associate, Ms. [redacted], spoke with Ms. [redacted] on July 29, and advised her the TCF has been waived.
Sincerely,
[redacted]
Claims Manager
Old Republic Home Protection
Final Consumer Response /* (2000, 19, 2015/07/31) */
(The consumer indicated he/she ACCEPTED the response from the business.)

Initial Business Response /* (1000, 5, 2015/05/22) */
Ms. [redacted]
Revdex.com
Re: Plan XXXXXXXX
Dear Ms. [redacted],
Regarding the denial of coverage for the water leak in the master bathroom and next to the outside front faucet, and the service request for the air conditioner; I have...

reviewed the file that indicates the plumber diagnosed the cause of the water leak in the master bathroom was the result of an improperly installed water supply line. As for the leak outside the home, the Plan covers for water leaks located within the foundation of the home or garage.
Please refer to 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:
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). Systems or
appliances located on the exterior or outside of the home (including porch, patio,
etc.) are not covered with the exception of covered items marked with a ,
B) Were correctly installed and working properly on the effective date of the Plan ... "
Please extend our sincere apology to Mr. [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.
With regard to the air conditioner, according to the file, my associate, Ms. [redacted] has spoken with Mr. [redacted], and is reviewing the diagnosis by the two Independent Network Service Providers dispatched by Old Republic Home Protection (ORHP), and will contact Mr. [redacted] to discuss coverage.
If Mr. [redacted] has any questions, please advise him to contact Ms. Sackl at XXX-XXX-XXXX ext. [redacted] for assistance.
Sincerely,
[redacted]
Claims Manager
Old Republic Home Protection
Initial Consumer Rebuttal /* (3000, 7, 2015/05/26) */
(The consumer indicated he/she DID NOT accept the response from the business.)
They denied my air conditioner claim also (of course). The fine print in their warranty limits them from paying in most cases. The home warranty is a sham as evidenced by the over 900 Revdex.com complaints in the last 3 years. How are they allowed to continue to feed off the public?
Final Business Response /* (4000, 9, 2015/06/01) */
Ms. [redacted]
Revdex.com
Re: Plan XXXXXXXX
Dear Ms. [redacted],
Regarding the denial of coverage for the air conditioner; based on the diagnoses by the two Independent Network Service Providers dispatched by Old Republic Home Protection (ORHP), and the information provided by Mr. [redacted], it was determined that the air conditioner 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) ... Pre-existing conditions are not covered."
However, although a Trade Call Fee is due for each service request, the file indicates as a gesture of goodwill, ORHP agreed to refund the $75 Trade Call Fee.
Please extend our sincere 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 additional information he believes should be considered, please advise him to forward it to me for review.
Sincerely,
[redacted]
Claims Manager
Old Republic Home Protection
Final Consumer Response /* (4200, 13, 2015/06/02) */
(The consumer indicated he/she DID NOT accept the response from the business.)
I have no doubt that the fine print does not cover the items. The fact that this is called a "Home Warranty" yet covers so little is the real sham. The so-called "warranty" is a joke and they continue to feed off the people who pay for this thinking they are protected, when in reality in most cases they are not (again, as evidenced by the over 900 Revdex.com claims in the last 3 years). Businesses that scam the public do not last; hopefully this con-artist company will fade away soon.

Initial Business Response /* (1000, 5, 2014/08/01) */
Ms. [redacted]
Revdex.com
Re: Plan XXXXXXXX
Dear Ms. [redacted],
I have spoken with Mr. [redacted], and Old Republic Home Protection has agreed to dispatch a different Independent Network Service Provider (AC & Heating Services) to...

diagnose his air conditioner. AC & Heating Services will contact Mr. [redacted] to schedule a convenient appointment. If Mr. [redacted] wishes to contact them directly, they can be reached at XXX-XXX-XXXX.
If Mr. [redacted] has any additional questions, please inform him to contact us at XXX-XXX-XXXX for assistance.
Sincerely,
[redacted]
Claims Manager
Old Republic Home Protection
Initial Consumer Rebuttal /* (3000, 7, 2014/08/18) */
Good afternoon Ms. [redacted],

Old Republic did send out a contractor to inspect my A/C unit on 8/7/14. The contractor advised that the service valve on the unit has a leak, and that I need to change my A/C filters; however, the contactor was just there to inspect the unit and he did not prepare the leak.

The home warranty company has never followed up with me whether they agree to fix the leak.

I believe a good middle ground would be to fix the leaking service valve.

Sincerely,

[redacted]
Final Consumer Response /* (3000, 15, 2014/09/04) */
Ms. [redacted],

The service valve for my air conditioner has not been fixed yet. The repair man called me sometime last week and advised that his schedule was full, but he would contact me as soon as someone canceled an appointment. I have not heard back from the repairman so far.

Sincerely,

[redacted]
Final Business Response /* (4000, 17, 2014/09/05) */
Ms. [redacted],
Please extend my sincere apologies to Mr. [redacted] that the service valve has not been replaced. Since Mr. [redacted] air conditioner is cooling as designed, [redacted] did not consider this as an emergency, and was focused on assisting Plan Holders that did not have an operational air conditioner; again, my apologies for this delay to Mr. [redacted].
I spoke with the [redacted] owner of AC & Heating Repairs, and he will contact Mr. [redacted] to schedule the appointment. I will follow up on Monday, September 8th to ensure this is resolved in a timely manner.
Sincerely,
[redacted]
Claims Manager
Old Republic Home Protection
Phone: XXX-XXX-XXXX x [redacted]@orhp.com

Dear Mr. [redacted]l,
 
Regarding the service request for the air conditioner, and the non-covered costs necessary to complete the repair. I reviewed the file which indicated the non-covered costs to be $1,215, however, a subsequent entry in the file, after I responded to the Revdex.com, clarified that the actual amount is $1,040, as was discussed with Mr. [redacted] by my associate, Ms. [redacted]. The difference in the amounts is a pre-negotiated rate we have with the Independent network Service Provider to minimize the out-of-pocket costs of our Plan Holder. My apologies to Mr. [redacted] that I was unaware of the change prior to me responding to his letter.
 
As for [redacted] Heating and Air; I confirmed with our Contractor Relations Department that their license and General liability Insurance is active and in good standing, which is a requirement placed upon each Independent Network Service Provider as being necessary in order to receive service work orders from Old Republic Home Protection (ORHP) .
 
Also noted in the file is that ORHP has waived the $75 Trade Call Fee, and refunded Mr. [redacted] the $175 in non-covered cost he paid for duct modifications when the evaporative coil was replaced in May by [redacted] Heating and Air.
 
Please extend our apologies to Mr. [redacted] for the circumstances that have occurred, and advise Mr. [redacted] to contact Ms. [redacted] if he will agree to the $1,040 in non-covered costs, necessary to install the air conditioning equipment by [redacted] HVAC.
 
Sincerely,
 
[redacted]
Plan Compliance Manager
Old Republic Home Protection

Initial Business Response /* (1000, 5, 2015/11/25) */
Plan XXXXXXXX
Dear Ms. [redacted],
Regarding the request from Mr. [redacted] for reimbursement to clear the stoppage by removing the toilet; although the repair is specifically excluded from the Plan, the file indicates that my...

associate, Ms. [redacted] spoke with Mr. [redacted] on November 24, 2015, and agreed as a gesture of goodwill, to reimburse him the $230 cost to clear the stoppage.
A check has been processed, and Mr. [redacted] should receive the check within 20 days.
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 Business Response /* (1000, 5, 2014/06/13) */
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]' letter.
I assure you, ORHP employees value the trust each of our Plan Holders place in us to resolve their service request in a timely and professional manner and when this does not occur, steps are taken to review what went wrong and implement improvement.
Based on the information you provided, I have taken personal responsibility to address the issues outlined with the individuals involved, ensuring they understand the result of their actions and comments.
According to Mr. [redacted]' file, our Call Center Supervisor, Mr. [redacted] returned Mr. [redacted]' call on June 12th, and discussed the diagnosis by Quality Mechanical, and the denial of coverage for his air conditioner.
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.
Please inform Mr. [redacted] if he has additional information he believes should be considered, to please forward it to me, at the address below, for review.
Old Republic Home Protection
[redacted] Box [redacted]
[redacted] XXXXX-XXXX
Best regards,
[redacted]
Claims Manager
Old Republic Home Protection

Initial Business Response /* (1000, 5, 2014/06/19) */
Ms. [redacted]
Revdex.com
Re: Plan # XXXXXXXX
Dear Ms. [redacted],
Regarding the service request for the refrigerator/freezer; 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 you provided, I have taken personal responsibility to address the issues outlined with the individuals involved, ensuring they understand the result of their actions and comments.
I have reviewed the file that indicates my associate, Ms. [redacted], has spoken with Mr. [redacted], and will follow up to ensure the service request is resolved in a timely manner.
If Mr. [redacted] has any questions, please inform him to contact Ms. [redacted] at XXX-XXX-XXXX ext [redacted] 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

Initial Business Response /* (1000, 5, 2015/07/15) */
Ms. [redacted]
Revdex.com
Re: Plan XXXXXXXX
Dear Ms. [redacted],
Regarding the service request for the Kitchenaid oven; I have reviewed the file that indicates my associate, Ms. [redacted] spoke with Mr. [redacted] and provided him the...

option of replacement with the oven he mentioned in his letter; model # KODE500ESS, or a cash settlement of $3,199.70; which represents our cost to purchase and install a Kitchenaid model KODE500ESS.
Please advise Mr. [redacted] to contact us when he's decided if he prefers the replacement of the oven or a cash settlement.
Sincerely,
[redacted]
Claims Manager
Old Republic Home Protection

Initial Business Response /* (1000, 5, 2016/03/29) */
Plan XXXXXXXX
Dear Ms. [redacted],
Regarding the renewal eligibility of the Plan; I have reviewed the file and determined that Old Republic Home Protection will agree to renew Mr. [redacted]'s Plan. If he has not been contacted by ORHP...

regarding renewal, and he still wishes to renew his Plan, please advise him to contact us at XXX-XXX-XXXX for assistance.
Sincerely,
[redacted]
Plan Compliance Manager
Old Republic Home Protection
Initial Consumer Rebuttal /* (3000, 7, 2016/03/30) */
(The consumer indicated he/she DID NOT accept the response from the business.)
[redacted]
9:30 AM
Keep this message at the top of your inbox
Photos
To: [redacted] Cc: [redacted]
While I am sure your position will not change in at least extending my coverage for 30 days, I think it would be good to hear from me regarding the entire sequence of events.
I was told that because I did not get prior authorization on more than one case, I would not be allowed to renew. I am sure if you check your records you will find an email that I sent regarding one issue, and I can tell you that there never was a second time.
When my wife and I moved into our home, the former owner continued the home warranty she had with your company for about a year as part of our negotiation on the purchase. We had never used a home warranty before so the process of filing a claim was new to me. I was in the insurance industry for almost 20 years, but I did not deal with this type of insurance. People would incur a claim and then file the paper work after the event.
We noticed that a sprinkler was leaking, and I called a company and had it repaired. I then called your company and told them of the problem. I was told that since I did not get prior approval, the claim would not be paid. I told them I was not aware of that, but that I understood and accepted that decision. The individual then told me that since this was the first time, I should send in the bill and they would review the situation. Your company then issued a check for payment of the claim, and again, you should have records of that. When I received the check, I emailed the individual and thanked that person. In that email, I again stated that I understood your policy and was more than willing to pay the claim. Again, you should have that email, or I would be more than happy to forward that to you.
Now on to the second so-called issue. If you state that I had another issue, that statement is disingenuous at the least. The only other issue I could think of is a plumbing issue. I had gotten the approval and had someone come to our home. I asked him to look at something else. He told me that he would have to call in and get another approval. He went out to his vehicle, and when he came back in, he told me that approval was given. He then completed the work. If you are stating that this is a second claim without approval, then that problem lies with your company and or the individual that called in for the approval. In no way was I responsible for that situation and accept no responsibility.
When I called your company and tried to renew, I was told I would not be renewed. When I asked why not, I was told "I can't tell you". If you record your service calls, you will have a record of that comment as well. I pressed the individual about that comment and he only repeated the same comment, finally giving me the old blame the computer dodge.
Your offer to now make an exception and allow me to renew is just not acceptable, and I will not be renewing with your company. I just don't trust your company anymore. Will you look for another way to deny a claim or not renew us in the future? I just cannot take that chance. I do, however, believe the right thing for you to do is extend my coverage for at least the 30 days after my notice of non-renewal, which I believe was received by me on, of all days, Easter Sunday. While you may not have to do this legally, it is the moral and right thing to do. None of these issues lie with me. They lie with either your service contractor, your individual that handled my call, and/or your customer relations department.
The rest is in your hands, I do fully expect that you will not take any action, but I suggest you look to do what is right.
[redacted]
CC: Revdex.com
Arizona State Insurance Department
Final Business Response /* (4000, 9, 2016/03/31) */
Dear Ms. [redacted],
According to the file; Ms. [redacted] has been in contact with Mr. [redacted] to address his concerns.
Sincerely,
[redacted]
Plan Compliance Manager
Final Consumer Response /* (2000, 11, 2016/04/06) */
(The consumer indicated he/she ACCEPTED the response from the business.)
I want to commend Old Republic on how they handled this entire issue. I have been in contact with [redacted]. She has be terrific in wanting to help me with this issue. She responded to my emails quickly and in some cases within an hour. She continued to keep the dialog open and truly wanting a solution to this and I felt that she was genuinely wanting to help me. I have renewed my policy today in part because of how they were willing to help resolve the problem. I think they have a customer for life. Thank you Old Republic and [redacted]!

Initial Business Response /* (1000, 5, 2014/08/06) */
Ms. [redacted]
Revdex.com
Re: Plan # XXXXXXXX
Dear Ms. [redacted],
Regarding the service request for the water leak; on behalf of Old Republic Home Protection (ORHP) and its employees, please extend our sincere apologies for the...

circumstances outlined in 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.
Please inform Ms. [redacted] that based on the circumstances that occurred, ORHP has agreed as a gesture of goodwill, to honor her request to waive the $60 Trade Call Fee.
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 /* (2000, 7, 2014/08/07) */
(The consumer indicated he/she ACCEPTED the response from the business.)
Yes but it should not have required multiple phone calls and involving the Revdex.com.
Would like assurance that my policy is in good standing through December 11 as I may renew then-
Thank you-

Initial Business Response /* (1000, 5, 2014/10/01) */
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 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 my associate, Ms. [redacted], has spoken with Mr. [redacted], and she will follow to ensure the service request is resolved in a timely manner.
If Mr. [redacted] has any questions, please inform him to contact Ms. [redacted] at XXX-XXX-XXXX ext. [redacted] 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