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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, 2015/10/28) */
Ms. [redacted]
Revdex.com
Re: Plan XXXXXXXX
Dear Ms. [redacted],
Regarding the denial of coverage for the clothes washer; I have reviewed the file that indicates the technician from Sunrise Home Services diagnosed that the clothes...

washer is approximately five years old, and the shock absorbers failed as the result of overloading the washing machine, and not from normal wear and use.
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:
C) Have become inoperable due to normal wear and use ... "
Please extend our apologies to Mr. [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 Mr. [redacted] has additional information he believes should be considered, please advise him to forward it to me for review.
Sincerely,
[redacted]
Plan Compliance Manager
Old Republic Home Protection

I am so disappointed in Old Republic. They sent an incompetent Heat repair company called [redacted]l and he missed the reason. and my tenant had to go through the coldest days in this city with no heat. Only to be talked down to . I had to call my repairman to go and he found the real reason for the problem. A bad mother board. The company is less than honest and very rude with some of their people. Not all. One person tried to help me and apologized but she was the only one. I am canceling and since I just paid my yearly premium they are probably not going to refund. Live and learn

Initial Business Response /* (1000, 5, 2015/02/23) */
Ms. [redacted]
Revdex.com
Re: Plan XXXXXXX
Dear Ms. [redacted],
Regarding the service request for the electrical system; 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, ORHP has agreed to honor Mr. [redacted]'s request to refund the $75 Trade Call Fee, and a check will be mailed to him within the next ten business days.
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, 2015/02/25) */
(The consumer indicated he/she ACCEPTED the response from the business.)
Thank you ORHP for your timely attention to the matter. I have the outmost confidence in your sincerity and desire to further develop your staff so that such situations do not occur again.

Initial Business Response /* (1000, 6, 2015/03/24) */
Ms. [redacted]
Revdex.com
Re: Plan XXXXXXXX
Dear Ms. [redacted],
Regarding the service request for the water heater, pressure regulator, alleged water damage, oven, refrigerator and sheet rock repair; 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.
I have reviewed the service request for the water heater and pressure regulator valve (PRV), and have spoken with the technician, [redacted], from Hers and His Plumbing. According to [redacted], he diagnosed the PRV and water heater failed from normal wear, and would be covered by the Plan. [redacted]'s estimate to replace both items is $790, and a check has been processed and will be mailed to you within the next ten business days. The additional costs ($1,410) you paid Hers and His Plumbing for the replacement of both items was for costs associated with code requirements and modifications necessary to install the new water heater and pressure regulator, and to repair secondary water damage.
Please refer to page 8 of the Plan that states:
"Permits and other Fees:
You [redacted] be responsible for the payment of additional fees not covered according
to the terms and conditions of the Plan. These fees [redacted] include, but are not
limited to:
1. The cost of permits and code upgrades.*
3. The cost for cranes* or other lifting equipment.
4. The cost of construction, carpentry or other modifications made necessary
by existing or installing different equipment.

General Exclusions:

We do not pay, nor are we liable, for secondary or consequential loss or damage;
personal or property loss or damage; or bodily injury of any kind."
With regard to the alleged water damage as the result of repairs completed to clear a stoppage by Hers and His Plumbing; the file indicates that you have spoken with [redacted], the Service Manager at Hers and His Plumbing, and that you agreed to contact him to schedule an appointment.
Please contact [redacted] at XXX-XXX-XXXX at your convenience.
As for the oven; the file indicates that [redacted] from LS2 Maintenance Service has ordered the oven control faceplate, and it should arrive in seven to ten days. Once [redacted] has received the faceplate, he will contact you to schedule an appointment to complete the installation.
Regarding the service request for the freezer; I reviewed the file that indicates the technician from [redacted]'s Heating & Cooling diagnosed that the control board had failed, and since the appliance is less than a year old, it was still under the manufacturer warranty provided by General Electric (G.E.); and according to the file Eric scheduled an appointment for you with G.E.
Please refer to page 8 of the Plan that states:
"This Plan does not cover:
F. Equipment or component costs covered by an existing manufacturer/distributor/
or other warranty.
With regard to the sheetrock holes created by J & S Mechanical when they repaired the leaking pipes, and your request for reimbursement to patch the holes; please accept my sincere apologies you were not provided cash settlement for the rough patch of the sheetrock. I spoke with [redacted] at J & S and he confirmed there were four holes opened to complete the repair of the leaking pipes. I have processed a cash settlement in the amount of $250, which represents our cost to repair the holes to a rough finish. A check has been processed and will be mailed to you within the next ten business days.
ORHP appreciates you taking the time to provide your opinion and perspective of your service experience, which in turn, provides ORHP the opportunity to improve the service we provide to our customers.
If you have any questions, please contact me at XXX-XXX-XXXX ext [redacted]
Best regards,
[redacted]
Claims Manager
Old Republic Home Protection

Initial Business Response /* (1000, 5, 2016/01/05) */
Ms. [redacted]
Revdex.com
Re: Plan XXXXXXXX
Dear Ms. [redacted],
Regarding the service request for the replacement of the evaporative coil; I have reviewed the file that indicates in order to complete the installation of the new...

evaporative coil, state regulations require the replacement of the condenser.
Please refer to page 8 of the Plan that states:
"B. If additional costs are incurred in order to comply with regulations, we will not be responsible
for the added expense."
Please extend our apologies to Mr. [redacted] that the terms and conditions of the Plan did not provide coverage for all of the costs necessary to complete the repair. 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 Mr. [redacted] has any additional information he believes should be considered, please advise him to forward it to me for review.
Sincerely,
[redacted]
Plan Compliance Manager
Old Republic Home Protection
Initial Consumer Rebuttal /* (3000, 7, 2016/01/06) */
(The consumer indicated he/she DID NOT accept the response from the business.)
The plan states that it WILL cover duct work and code upgrades yet the company is not willing to pay for them. I want them to honor their contract and pay for the code upgrades and duct work. The condenser is irrelevant here.
Final Business Response /* (4000, 9, 2016/01/07) */
Dear Ms. [redacted],
Regarding Mr. [redacted]'s request for coverage for the code violations and duct modifications required in order to complete the installation of his new air conditioner; please refer to page 8 of the Plan that states:
"2. PERMITS AND OTHER FEES:
A. You [redacted] be responsible for the payment of additional fees not covered according to
the terms and conditions of the Plan. These fees [redacted] include, but are not limited to:
1. The cost of permits and code upgrades.*
4. The cost of construction, carpentry or other modifications made necessary by
existing or installing different equipment."

Please extend our apologies to Mr. [redacted] that the terms and conditions of the Plan do not provide coverage for all the costs necessary to complete the installation of his air conditioner. 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.
Sincerely,
[redacted]
Plan Compliance Manager
Old Republic Home Protection

Initial Business Response /* (1000, 5, 2014/09/03) */
Ms. [redacted]
Revdex.com
Re: Plan XXXXXXXX
Dear Ms. [redacted],
Regarding the denial of coverage for the air conditioner; I have reviewed the file and confirmed the Plan was ordered by Ms. [redacted]'s Real Estate Agent, [redacted]...

on [redacted] and Ms. [redacted] was mailed a confirmation letter that the order was received. However, Old Republic Home Protection did not receive payment of the Plan fee when the property closed escrow, therefore, the Plan did not become active.
As a result, when Ms. [redacted] placed a service request on [redacted] she was informed the Plan fee was not paid, and the Plan was not in effect. I have confirmed the Plan has now been paid, and the effective date of the Plan will be [redacted]
We apologize that we are unable to provide coverage for Ms. [redacted] air conditioner since the Plan was not in effect when service was requested.
With regard to the water damage as the result of the air conditioner leaking water; please inform Ms. [redacted] the Plan does not cover for consequential and secondary damages.
If Ms. Oudenaren has any questions regarding her Plan, 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, 2014/02/13) */
Ms. [redacted]
Revdex.com
Re: Plan XXXXXXXX
Dear Ms. [redacted],
Regarding the denial of coverage for the plumbing stoppage and garage door opener service request; I have reviewed the file that indicated the plumber diagnosed the...

plumbing lines in the home are improperly installed (i.e. improper fittings and incorrectly sized plumbing pipes). In addition, he diagnosed there was a toilet stoppage, which he repaired by running his plumbing snake through the roof vent.
Please refer to page 3 of the Plan under Plumbing Coverage that starts:
''Drain line Stoppages ✦ which can be cleared through an accessible, existing ground
level cleanout (main line) or removable p-trap (branch line) with sewer cable..''
''Not Covered: In the event of a stoppage: access to drain lines from vent; removal of toilet;
and costs to locate, access or install a ground level clean-out.''

Also, please refer to page 8 of the Plan titled Limitations of Liability under General Exclusions 1.E. that states:
''This Plan does not cover:
E. Improper repair/installation/modification of the covered item.''
Regarding the service request for the garage door opener; the independent network Service Provider diagnosed the cables for the garage door had failed, and the garage door opener has no mechanical failure.
Please refer to page 3 of the Plan under Garage Door Opener Coverage that states:
''All components of the Opener Unit including motor, logic board, gear assembly,
capacitor, rail assembly, sensors.''
The file also indicates on February 10th, 2014, Old Republic Home Protection (ORHP) agreed, as a gesture of goodwill, to waive the $60 trade call fee.
We apologize the terms and conditions of the Plan do not provide coverage in these situations. 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 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, 2014/02/24) */
(The consumer indicated he/she DID NOT accept the response from the business.)
They continue to lie and refuse service on the home warranty. It is obvious that their home warranty is only made for the seller and not the buyer. In order for them to waive the $60 service fee, I had to spend a lot of my time and energy just to speak with a supervisor. As far as middle ground in this claim, Old Republic Home Warranty apparently has no middle ground. If they decide to have a middle ground, it would be to pay 50% for the plumbing repair.

Initial Business Response /* (1000, 5, 2014/05/02) */
Ms. [redacted]
Revdex.com
Re: Plan # XXXXXXXX
Dear Ms. [redacted],
Regarding the denial of coverage for the garbage disposal; I have reviewed the file, and the technician from BK Plumbing, the independent network Service Provider...

dispatched by Old Republic Home Protection (ORHP), diagnosed and found the garbage disposal failed as the result of a foreign object (a marble) being stuck in the blades of the garbage disposal, and it did not fail as the result of 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 with Mr. [redacted] and she agreed, strictly as a matter of goodwill, to waive the $60 Trade Call Fee.
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, 2014/05/06) */
(The consumer indicated he/she DID NOT accept the response from the business.)
The article Mr. [redacted] provides was not what was sold to me. I was presented by the realtor with a one sheet breakdown that did not list the above material. We also never received anything that had a page 7 to it regardless. Furthermore, there appears to be missing info since they only chose to copy and paste clause (C).
This was not the intent of the insurance as it was explained to me and it is not sold in this way. It is their duty to properly train their sales staff( i.e. the realtors who offer this service). The way it was sold to me was in case ANYTHING happens to the appliances we chose to cover, that they would be fixed/replaced.
In addition, the marble that was found as the reason the disposal did not work. The previous owners had kids, however we do not. Are we supposed to be afraid of what else the kids could have done to other appliances due to the way this contract is worded?
I am not going to waste anymore of my time on this as the company has done this to MANY other people and are TRASHED on yelp.com.
For the price of 527 dollars(the price of the disposal fix), Old Republic could have bought a lifetime evangelical. Instead their handling of this situation has bought them a lifetime of me telling everyone I know to stay far away from the company. I hope it was worth every penny.

Initial Business Response /* (1000, 5, 2014/06/19) */
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]'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. [redacted] has spoken with Ms. [redacted], and she is following up to ensure the service request is completed in a timely manner.
If Ms. [redacted] has any questions, please inform 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, 7, 2014/06/20) */
(The consumer indicated he/she ACCEPTED the response from the business.)
After contacting the regional representative the matter has been resolved to my satisfaction. I appreciate the response from the parties involved in helping me settle this dispute.

Initial Business Response /* (1000, 5, 2014/03/07) */
Ms. [redacted]
Revdex.com
RE: Plan # XXXXXXXX
Dear Ms. [redacted],
Regarding the service request for the pipe leak; 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 Mr. ** provided, I have taken personal responsibility to address the issues outlined with the individuals involved, ensuring they understand the result of their actions and comments.
ORHP appreciates Mr. ** taking the time to provide his opinion and perspective of his service experience, which in turn, provides ORHP the opportunity to improve the service we provide to our customers.
Best regard,
[redacted]
Claims Manager
Old Republic Home Protection

Initial Business Response /* (1000, 5, 2014/03/20) */
Ms. [redacted]
Revdex.com
Re: Plan # XXXXXXXX
Dear Ms. [redacted],
Regarding the past due $60 Trade Call Fee; I have reviewed the file and confirmed Ms. [redacted] requested service on July 21st, 2013 for a broken air conditioner thermostat....

According to the independent network Service Provider dispatched by Old Republic Home Protection (ORHP), the thermostat did not fail from normal wear and use, and coverage was denied according to the terms and conditions of the Plan. Although coverage was denied, the $60 Trade Call Fee is still due.
Please refer 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."
Please extend our sincere apology to Ms. [redacted] that the Plan does 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 a customer, and we hope she realizes the value of the Plan, and the many benefits it provides. If Ms. [redacted] still wishes to cancel her Plan, please inform her to mail a written request to ORHP, or fax the request to XXX-XXX-XXXX, and the Plan will be cancelled in accordance with the terms and conditions of the Plan.
Sincerely,
[redacted]
Claims Manager
Old Republic Home Protection

Initial Business Response /* (1000, 5, 2014/08/29) */
Ms. [redacted]
Revdex.com
Re: Plan # XXXXXXXX
Dear Ms. [redacted],
Regarding the service request for the microwave oven, 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.
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 that indicates the repair parts for the microwave have been received by Fixx My Appliance Inc., and they will contact Ms. [redacted] to schedule an appointment to complete the repair.
In addition, ORHP has agreed as a gesture of goodwill, to honor Ms. [redacted]'s request, and the Trade Call Fee will be reimbursed within the next ten business days.
ORHP appreciates Ms. [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, 2014/09/03) */
(The consumer indicated he/she DID NOT accept the response from the business.)
The technician did show up today (September 3, 2014) with the replacement part. After about a hour and a half to two hours, I am in a much worse situation than I was before. The microwave accepts commands from the new touch panel only about 50% of the time at random, which means the microwave now turns on at random. I was told by the technician that he will follow up on the next steps, which means further delay in getting this fixed. Even the technician was surprised that he has shown up after such a long period with the replacement part. At some point the company needs to evaluate the cost of replacement vs. the cost of inconvenience. At this point, all I can do is wait even further to get this fixed (meaning the appliance is working as intended), and until then I cannot publicly acknowledge the company's resolution. If the company really intends to resolve the matter, they should at least now expedite with the next steps and hopefully I don't have to wait for weeks again for the follow up on this pending work order. Thank you!
Final Consumer Response /* (3000, 13, 2014/09/10) */
(The consumer indicated he/she DID NOT accept the response from the business.)
I can accept the resolution and "be completely satisfied by ORHP services" once the appliance is fixed. At this point, I see another weeks delay for parts to be ordered and the microwave to be fixed; and don't see that there is any urgency on part of ORHP to resolve this.
Update: The technician showed up on Monday 9/8/2014 and put me on a call with ORHP. There are new parts that need to be ordered to get this fixed. ORHP service agent assured me that the parts will be locally procured and be available in "2 days." However the technician said, "it will be anywhere between 3 to 7 days." Shows once again that the ORHP service agents are either ill informed or asked to give false estimates. Fixx My Appliance has agreed to call me back as soon as the part is procured.
Once the part is procured, the appliance is fixed, and the trade call fee is reimbursed, only then can I acknowledge that ORHP has satisfactorily resolved the issue.
Final Business Response /* (4000, 15, 2014/09/11) */
Ms. [redacted],
Please extend our sincere apology to the Plan Holder for the ongoing delay. I have been assured by Fixx My Appliance that the microwave oven part is scheduled to be delivered on Tuesday, September 16, 2014, and they will schedule a convenient appointment to complete the repair once the part is received.
Sincerely,
[redacted]
Claims Manager
Old Republic Home Protection

Initial Business Response /* (1000, 5, 2015/08/24) */
Ms. [redacted]
Revdex.com
RE: Plan # XXXXXXXX
Dear Ms. [redacted],
Regarding the service request for the toilet; 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.
According to the file, my associate, Ms. [redacted], has been assigned to review the service request, and will follow up with Mr. [redacted] to discuss the Plan coverage. 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 Consumer Rebuttal /* (2000, 7, 2015/08/27) */
(The consumer indicated he/she ACCEPTED the response from the business.)
I concur with the response. It is just unfortunate that it had to go to the Revdex.com to resolve any issues.
Thank you Old Republic for resolving the issue.

Complaint: [redacted]I am rejecting this response because: this issue has taken 5 months and is still not resolved. I have never seen or coordinated any of the attempted repairs, this was all done by old republic. I never authorized them to install a part that is not covered by my plan. Old republic authorized the work to be performed knowing they do not cover the part that was. Wing installed (incorrectly installed). Know that the project has been made a mess of old republic says they will not honor the work that they authorized . I requested all work orders associated with my project and they have not given me anything so I can follow up with the original contractor. I feel old republic should stand by their customer and fix the mistakes that were made by the contractor they provided. The repairs have been quoted from 2500-3000 dollars to re-duct the areas that their contractor tied into. They sent a check for 500 and told me I have to figure it out and deal with the problem myself. They also told me that their policy does not cover the damage they cause and it is my responsibility to get it repairedSincerely,[redacted]

I closed on my home 8/31/2016 and have yet to receive a packet with my plan number and full coverage. Currently they look my account up with my property address when I call in. Payment for the plan was made by the Title Company at close. The only documentation I recall seeing up until now is the...

brochure.

Initial Business Response /* (1000, 5, 2014/09/12) */
Ms. [redacted]
Revdex.com
Re: Plan # XXXXXXXX
Dear Ms. [redacted],
Regarding the service request for the shower valve and hot water dispenser; 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 left a message for Ms. [redacted] to contact me so I can provide her authorization to have her Out-Of-Network Contractor (OONC) complete the repair of the shower valve, and to submit the invoice to me for reimbursement. In addition, please inform Ms. [redacted] to obtain an estimate from her OONC for the replacement of the hot water dispenser and submit the diagnosis and estimate to me for 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 Consumer Rebuttal /* (3000, 7, 2014/09/15) */
(The consumer indicated he/she DID NOT accept the response from the business.)
Sent by email to Mr. [redacted] at [redacted]@ORHP.com at 5:24pm on 9/15/14
Mr. [redacted]-

Thank you for your voice message today. I am resending the notes from one of your contracted plumbers (Royco) that should already be on file from 8/12/14 and from American Leak Detection (sent by email to ORHP on 8/18/14) describing the leak/dysfunction from the on demand hot water heater. I am also attaching photos of it to this email. I am open to either reimbursement of replacement of the unit.

I have requested an invoice with the parts and installation charge for the shower mixing valve/knob and will forward that to you when I get it.

My concern regarding the multiple plumbing companies that came and went is that there seems to be no incentive for them to be conscientious, timely, or follow through on any actual problem-solving. Each signs off the case when it's going to require more than a quick fix that can be completed on the first visit. Then the case is assigned by ORHP to another company that does exactly the same and so on for weeks on end. From speaking with the customer service personnel over and over again at Old Republic, they seemed to be satisfied as long as the case was assigned to "a" contracting company and did not seem to care or look at the number of times the baton had already been passed or the number of weeks that had gone by since the service request had been initiated. They would just say, "we have to wait for a response from 'x' contracted company" regardless of the amount of time the work order had been assigned to the company. The customer cares about the problem being fixed. Is there a way that end point (fixing the problem) can be built into the way that customer service and contractors are rewarded/measured rather than just for "assigning" the work order over and over again and a new contracting company just "showing up" over and over again without a problem ever getting solved?

Thank you,
[redacted]
Final Business Response /* (4000, 9, 2014/09/17) */
Sent to Ms. [redacted] September 16, 2014
Ms. [redacted],

Regarding the shower valve and hot water dispenser; as agreed upon in previous correspondence, once I receive a copy of the invoice for the replacement of the shower valve, I will process and mail you reimbursement. Reimbursements are mailed within ten business days of receipt.

As for the hot water dispenser; thank you for the information regarding the diagnosis. Please provide me an estimate from your Out-Of-Network Contractor for my review. If the estimate is within acceptable pricing for the area, I will approve for your contractor to complete the repair, and I will reimburse you the authorized amount. Please email the estimate directly to me, and reference your Plan number.

If you have any questions, please contact me at your convenience.
Best regards,
[redacted]
Claims Manager
Old Republic Home Protection

Initial Business Response /* (1000, 8, 2015/05/28) */
Ms. [redacted]
Revdex.com
Re: Plan XXXXXXXX
Dear Ms. [redacted],
Regarding the denial of coverage for the garage door opener; according to Ace Garage Door Repair, the type of garage door at Mr. [redacted]'s home is too heavy for the garage...

door opener currently installed. As a result, the technician advised us that the garage door opener failed prematurely.
Please extend our sincere apologies to Mr. [redacted] that the terms and conditions of the Plan did not provided 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.
ORHP values Mr. [redacted] as a customer, and we hope he realizes the value of the Plan, and the many benefits it provides. As a gesture of goodwill, ORHP has agreed to waive the $60 Trade Call Fee, and Mr. Marin will receive a refund of $60 within the next ten business days.
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
Initial Consumer Rebuttal /* (3000, 10, 2015/05/29) */
(The consumer indicated he/she DID NOT accept the response from the business.)
The garage door opener was installed in 2006 and failed in 2015. In that 9 year life, it was probably opened and closed over 12,000 times. If the door was too heavy, it would have failed earlier. Additionally, the replacement opener installed by Ace was the same horsepower as the original door.
As to the door being heavy, my wife is 70 years old and weighs 100 pounds. She could lift the door, and she is not a weight lifter! Any reasonable person would conclude that if she could lift the door it could not be too heavy for an electric garage door opener.
The 9 year old opener simply got old and wore out. I would expect the warranty coverage to honor the contract. They state they will cover the motor, not the springs. The motor itself cost $399 plus tax to replace. Therefore I would expect this amount as a minimal effort to resolve this dispute.
Final Business Response /* (4000, 12, 2015/06/01) */
Dear Ms. [redacted],
Regarding the denial of coverage for the garage door opener; the decision to deny coverage was solely based on the information provided to us by the garage door opener company, which was that the opener failed because the type of door they have was too heavy for the opener.
That said, if Mr. [redacted] has additional information regarding the cause of failure of the garage door opener, from a garage door opener company, please advise him to forward it to me for review.
Sincerely,
[redacted]
Claims Manager
Old Republic Home Protection
Final Consumer Response /* (4200, 14, 2015/06/04) */
(The consumer indicated he/she DID NOT accept the response from the business.)
I am unable to refute Ace's comments on my garage door. Ace works for Old Republic and they told me I needed a new garage door opener. I accepted that because I wanted a door that would open. Regretfully, I should have saved the electric opener and had it inspected by someone else. Shame on me. I should have forgotten I have a warranty policy with Old Republic and had the replacement done by a garage door company in The Villages, Florida for about 50% of the cost by Ace (Old Republic's designated inspector of the garage door opener).
This is a small amount of money and I will not pursue this further. Over my 74 year old life, I have dealt with people and companies with the expectations that they will do the honorable thing. For the most part my expectations have been met. Not so here. Old Republic chose the repair person and for whatever reasons (probably financial), it was decided an improper installation was made. IT TOOK 9 YEARS AND OVER 12,000 ACTIONS BEFORE IT FAILED! No logical person would accept this.
My career includes a business degree from college, six years in the Army, and a 40 year career in insurance. I was a claim manager for Aetna Casualty and Surety Company, Chairman of the Inter-Company Arbitration Committee, and president of various civic organizations. I think my background gives me enough experience to read an insurance contract and interpret the proper course of action to take.
The contract of Old Republic can be and has been interpreted to the favor of Old Republic. For $400 plus they have chosen to interpret it in their favor. Shame on them. In my 40 plus year in the insurance business, I tried to interpret the contract in favor of the policyholder. I can say I am happy retired and never knowingly took advantage of someone as Old Republic has done here.
I have achieved a modicum of success in life and I can handle this expense without affecting my life style. Not everyone is in my position. Old Republic is doing a disservice to the general public for not paying claims like this one.
My position is simple. Old Republic states I had an improperly installed garage door opener (or garage door). It worked for over 9 years and 12,000 times without failing - then it failed. It simply gave out like other mechanical things over that time.
If they don't want to pay, that's up to them.
[redacted] W. [redacted], II, CPCU, CIC
XXX-XXX-XXXX

Initial Business Response /* (1000, 5, 2014/05/02) */
Ms. [redacted]
Revdex.com
Re: Plan # XXXXXXXX
Dear Ms. [redacted],
Regarding the service request for the refrigerator; I have review the file which indicates that the independent network Service Provider, Appliance Pro, diagnosed and...

found the refrigerator door is damaged from normal wear and use and must be replaced. Old Republic Home Protection contacted the parts supplier and we were informed that the door is no longer available in stainless steel, and it is only available in black.
Please refer to page 8 of the Plan titled Limitations of Liability under General Limitations 1.O. that states:
"General Limitations. This Plan does not cover:
O. Matching dimensions, color (including stainless steel) or brand. We are
responsible for providing installation of equipment comparable in features
(features that affect the operation of the system or appliance), capacity and
efficiency only. "
According to the file, my associate, Ms. [redacted] has spoken to Ms. [redacted] regarding the option of replacing the door, or we can provide cash settlement for our cost of the covered repair.
Please inform Ms. [redacted] to contact Ms. Murphy at XXX-XXX-XXXX ext. [redacted] to discuss the resolution of this service request.
Sincerely,
[redacted]
Claims Manager
Old Republic Home Protection

Initial Business Response /* (1000, 5, 2014/04/24) */
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 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 Providers and individuals involved, ensuring they understand the result of their actions and comments.
According to the file, my associate, Ms. [redacted] has left several messages for Mr. [redacted]'s to provide assistance for his service request; as of today she has not heard from him.
Please inform Mr. [redacted] to contact Ms. [redacted] at XXX-XXX-XXXX ext [redacted] at his earliest convenience so she can have the opportunity to assist with his request for service. If she does not hear from Mr. [redacted]'s, she will honor his request to cancel his Plan.
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 Consumer Rebuttal /* (3000, 7, 2014/04/25) */
(The consumer indicated he/she DID NOT accept the response from the business.)
Dear Ms. [redacted],
Mr. [redacted]'s claim that I have not spoken to Ms. [redacted] is completely false. In fact, we spoke on 4/18/2014 prior to submitting this original complaint and I have recorded this conversation. I informed Ms. [redacted] that I was recording the conversation in the beginning of the phone call.
I explained to Ms. [redacted] in this conversation that I had given ORHP multiple opportunities and over 3 weeks time to resolve the claim. I requested from Ms. [redacted] a full refund plus the $60 service fee I paid to the unqualified service technician. I explained that under no circumstance would I allow any of their service technician back in my home, due to the fact that their hired service company([redacted] A/C) stole property from my home and left internal wires unplugged in my air conditioner unit, without informing me.
The next 2 days after speaking to Ms. [redacted] I received multiple calls and messages from the original service company, [redacted] A/C, stating that old republic had setup another work order for them to come out to my home. Not only has ORHP ignored my request for cancellation and refund, they also attempted to send the original unqualified company back to my home after my absolute assertion that I would not allow any of their service technicians to work on my home.
ORHP actions to request [redacted] A/C to return to my home is continued proof of deceptive trade practices.
I have recordings of my conversation with Ms. [redacted] as well as voice mails from [redacted] A/C to validate all of my claims against ORHP, I would be more than happy to provide the Revdex.com with any of these records.
I greatly appreciate the Revdex.com's time and assistance with resolving this matter.
Sincerely,
M. [redacted]

Initial Business Response /* (1000, 5, 2014/03/10) */
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 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.
ORHP values Mr. [redacted] as a customer, and we hope he realizes the value of the Plan and the many benefits it provides. If Mr. [redacted] still wishes to cancel his Plan, please advise him to mail a written request to ORHP, or fax the request to XXX-XXX-XXXX, and the Plan will be cancelled in accordance with the terms and conditions of the Plan.
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 regard,
[redacted]
Claims Manager
Old Republic Home Protection
Initial Consumer Rebuttal /* (3000, 7, 2014/03/12) */
(The consumer indicated he/she DID NOT accept the response from the business.)
I will accept the policy cancelation with the refund of my policy. After the refund is receive I will except the closer of the claim.
Final Business Response /* (4000, 9, 2014/03/14) */
Ms. [redacted]
Please inform Mr. [redacted] I have forward his request to cancel his Plan, to our Accounting Department. Any refund of the Plan fee will be mailed within ten business days.
If Mr. [redacted] has any questions, please inform him to contact the Accouting Department at XXX-XXX-XXXX for assistance.
Sincerely,
[redacted]
Claims Manager
Old Republic Home Protection
Final Consumer Response /* (2000, 11, 2014/03/19) */
(The consumer indicated he/she ACCEPTED the response from the business.)
Thank you!!

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

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