Old Republic Home Protection Company, Inc.

Initial Business Response /* (1000, 5, 2015/03/09) */
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 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 although the Plan does not reimburse for service provided without prior authorization, ORHP has agreed to review the $129 invoice from Mr. [redacted]'s Out-Of-Network Contractor; I have emailed Mr. [redacted] and requested he provide me a copy of the invoice. In addition, ORHP has agreed to waive the $75 Trade Call Fee for the most recent service request for his air conditioner, and a check will be mailed to Mr. [redacted] 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, 2015/03/10) */
(The consumer indicated he/she ACCEPTED the response from the business.)
I appreciate ORHP stepping up. Although I do wish they would reimburse me for the multiple times I had service calls for the same issue which ultimately was caused by a leak in the coil, I do understand they could have chosen not to do anything. With that said, I accept their offer and appreciate their promptness in the matter.

Ms. [redacted]Revdex.comRE: Plan # [redacted]Dear Ms. [redacted], Regarding the service request for the heat pump, and [redacted] request to cancel his Plan; on behalf of Old Republic Home Protection (ORHP) and its employees, please extend our sincere apologies for the...

circumstances outlined in [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. [redacted] provided, I have taken personal responsibility to address the issues outlined with the individuals involved, ensuring they understand the result of their actions and comments. I have reviewed the file that indicates the technicians from [redacted] Mechanical and Accent Air both diagnosed the evaporative coil is dirty and requires cleaning, and the blower fan motor failed as the result of a lack of cleaning, 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 arereported, during the term of the Plan that:C) Have become inoperable due to normal wear and use (including rust, corrosion, andchemical or sediment build-up), after the effective date of coverage. Pre-existingconditions are not covered.Also, please refer to page 8 of the Plan that states:"1. GENERAL LIMITATIONS. THIS PLAN DOES NOT COVER:B. Routine maintenance or cleaning." Please extend our apologies that the terms and conditions of the Plan did not provide coverage in this situation. While the intent of ORHP is to provide as much coverage as possible, the Plan is not all inclusive and there are limitations which are standard in the home warranty industry. If Mr. [redacted] still wishes to cancel his Plan, please advise him to mail a written request to ORHP, fax the request to 877-[redacted], or email the request to [redacted].com, and the Plan will be cancelled according to the terms of cancellation noted on page 9 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 regards, [redacted]Plan Compliance ManagerOld Republic Home Protection

Initial Business Response /* (1000, 5, 2014/09/25) */
Ms. [redacted]
Revdex.com
Re: Plan # XXXXXXXX
Dear Ms. [redacted],
Regarding the Trade Call Fee for the service request placed on May 19, 2014 for a plumbing stoppage; I have reviewed the file that indicates when the Independent Network...

Service Provider arrived at the home, the service request was cancelled by the Plan Holder.
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. A TCF may be due if you fail to be present at the scheduled appointment time, if you cancel your request once the Service Provider is in route to your home, or you request a second opinion of the Service Provider's diagnosis."
If Ms. [redacted] has any questions, please inform her to contact us at XXX-XXX-XXXX for assistance.
Sincerely,
[redacted]
Claims Manager
Old Republic Home Protection
Initial Consumer Rebuttal /* (3000, 7, 2014/09/26) */
(The consumer indicated he/she DID NOT accept the response from the business.)
If I didn't acknowledge for appointment and I was not home for the most of the time.
I will not make schedule easily due to my work .
I had also not satisfied with their contractors came for electric work and plumbing. So I can't complain because third party.I need to choose to work straight with contractors is better.I know I agree and willing to pay TCF as company policy if they come normally.
This is not resolve after I called and spoke to business and I paid already even I was very upset. This is the end of business with old public home protection company.
Final Business Response /* (4000, 9, 2014/09/29) */
Ms. [redacted],
Please inform Ms. [redacted] that the Independent Network Service Providers schedule appointments during normal business hours; we apologize if this creates an inconvenience for Ms. [redacted].
In addition, in order for her to place a new service request, please advise her that the Trade Call Fee for the stoppage service request will need to be paid.
If Ms. [redacted] has any questions, please inform her to contact us at XXXX-XXX-XXXX for assistance.
Sincerely,
[redacted]
Claims Manager
Old Republic Home Protection
Final Consumer Response /* (4200, 13, 2014/09/30) */
(The consumer indicated he/she DID NOT accept the response from the business.)
I believe the business about is not for home owner for home warranty.
I pay TCF without service .Money is all matter, not about work.

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, 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

Not even worth the one star. I really think they deserve a negative rating. The insurance was transferred to us during the sale of the home purchased. Needless to say, after paying a $60, they denied the work order to be done because of the liability involved. That's the most ridiculous I've ever heard of. How could an insurance policy paid for ultimate protection possibly have liabilities not covered?! I thought this was home owner's insurance. Shouldn't most all liability be covered?! I called Old Republic to inquire about why they denied the service and wanted to send out a different contractor which would be scheduled at a later time. The first phone call, they gave one excuse. Then, they told the plumbers a different excuse, which we could heard through their cell phones. After all their roundabout arguments, they settled on that due to the problem not being a "mechanical failure" they denied service to us. And, still required us to pay a trade-call fee when no work was done. As of this point I refuse to pay a fee when NO WORK was done. Talk about wasting everyone's time and money. The customer service representative [redacted] was rude and ridiculous. She interrupted every single sentence of mine, and refused to put a supervisor or manager on the line. Even after all the issues were even explained to them on our end and from the plumbing contractor's end, Old Republic representative [redacted] still refused to rectify the situation, and still is asking for us to pay a fee when like I said NO WORK was performed. Basically they give a runaround as to why they deny service to be performed and want to just collect fees and put off the work. They tried to fool us into waiting around for another contractor to come out at a separate time. Ludicrous really. We ended up refusing toe pay for the trade call fee and contracted the plumbing independently. Everything is fixed and fine NO THANKS to old republic. and NO we are not paying a fee when no work has been done especially when OLD REPUBLIC DENIES the service.

[redacted]Revdex.comRE: [redacted]Dear [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 [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.After my review of the file, I spoke with [redacted] and he has agreed to accept the Plan limit of $600 toward the replacement of his toilet. I have processed the check, and **. [redacted] should receive the check within 20 days. If **. [redacted] has any questions, please advise him to contact me at [redacted] ORHP appreciates **. [redacted] taking the time to provide his opinion and perspective of his service experience, which in turn, provides ORHP the opportunity to improve the service we provide to our customers. Best regards, [redacted]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, 2015/07/17) */
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.
I have reviewed the file and confirmed that the air conditioner was repaired on July 14, 2015, and is operating as designed.
As a result of the circumstances that occurred, and strictly as a matter of goodwill, ORHP has agreed to honor Ms. [redacted]'s request to waive the Trade Call Fee, and a refund check will be mailed to her within the next ten business days.
ORHP appreciates Ms. [redacted] taking the time to provide her opinion and perspective of her service experience, which in turn, provides ORHP the opportunity to improve the service we provide to our customers.
Best regards,
[redacted]
Claims Manager
Old Republic Home Protection
Initial Consumer Rebuttal /* (2000, 7, 2015/07/20) */
(The consumer indicated he/she ACCEPTED the response from the business.)

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, 2015/10/13) */
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 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 file that indicates it was determined that the air conditioner air handler is covered by the Plan, and my associate, Mr. [redacted], has been assigned to follow up to ensure the service request is resolved in a timely manner. If Ms. [redacted] has any questions, please advise her to contact Mr. [redacted] at XXX-XXX-XXXX Ext. 1[redacted] for assistance.
ORHP appreciates Ms. [redacted] taking the time to provide her opinion and perspective of her service experience, which in turn, provides ORHP the opportunity to improve the service we provide to our customers.
Best regards,
[redacted]
Plan Compliance Manager
Old Republic Home Protection
Initial Consumer Rebuttal /* (2000, 7, 2015/10/21) */
(The consumer indicated he/she ACCEPTED the response from the business.)
Old Republic Home Protection did call and advised me of the reversal of the denied claim. The parts have been ordered and the local contractor is scheduled to come out November 3 to repair my unit. Thank you very much.

Initial Business Response /* (1000, 5, 2015/10/07) */
Ms. [redacted]
Revdex.com
Re: Plan XXXXXXXX
Dear Ms. [redacted],
Regarding the service request for the air conditioner; I have reviewed the file that indicates the Plan became effective on September 25, 2015, and Old Republic Home...

Protection (ORHP) received a service request from Ms. [redacted] for the air conditioner on October 1, 2015. ORHP dispatched Air-Max Solutions to service the air conditioner, and their technician diagnosed that the system was approximately 75 % low on refrigerant, and there was water damage to the equipment as the result of excessive condensation due to the low refrigerant level.
Based on his diagnosis, the technician advised ORHP that the air conditioner could not have been in good operating condition on the effective date of the Plan, and would have been detectable by a visual inspection or simple mechanical test.
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."
Please extend our apologies to Ms. [redacted] that the terms and conditions of the Plan do not provided coverage in this situation. While the intent of ORHP is to provide as much coverage as possible, the Plan is not all inclusive and there are limitations which are standard in the home warranty industry.
If Ms. [redacted] has any additional information she believes should be considered, please advise her to provide it to me for review, and mail it to 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 Business Response /* (1000, 5, 2014/05/30) */
Ms. [redacted]
Revdex.com
Re: Plan # XXXXXXXX
Dear Ms. [redacted],
Regarding the service request for the plumbing stoppage; 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 Service Providers and individuals involved, ensuring they understand the result of their actions and comments.
ORHP values Mr. [redacted] as a customer, and we want him to realize the value of the Plan and the many benefits it provides. If Mr. [redacted] still wishes to cancel his Plan, please inform 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.
If Mr. [redacted] has any questions, please advise him to contact us at XXX-XXX-XXXX for assistance.
Best regards,
[redacted]
Claims Manager
Old Republic Home Protection

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, 2015/07/06) */
Ms. [redacted]
Revdex.com
Re: Plan # XXXXXXXX
Dear Ms. [redacted],
Regarding the service request for the clothes washer and dryer; 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.
According to the file, my associate, Mr. [redacted] has spoken with Ms. [redacted]. and will follow up to resolve her service request in a timely manner. If Ms. [redacted] has any questions, please advise her to contact Mr. [redacted] at XXX-XXX-XXXX ext. 1134 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, 2015/07/10) */
(The consumer indicated he/she ACCEPTED the response from the business.)
I did receive a call, on July 2, from Lyndell. I do not know if this is the Mr. McKenzie referred to above. He did apologize, took full responsibility and stated that they would replace my washer and dryer, with one of equal value or similar options. On July 3, I called to discuss my opinion of the replacement washer and dryer I was offered. I was then given the option of them issuing me a check, for a certain dollar amount, in lieu of them sending replacements. I chose to take the money and replace them myself. I have been told that it will take 12-14 business days for a check to be issued. I am still waiting on the check. If they follow through with their promises. I will be satisfied.
Thank you so much for your help in resolving this matter.
[redacted]

Initial Business Response /* (1000, 5, 2015/09/21) */
Ms. [redacted]
Revdex.com
RE: Plan # XXXXXXXX
Dear Ms. [redacted],
Regarding the service request for the clothes washer; 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.
According to the file, Sears provided service for the clothes washer on September 18, 2015, and they have ordered the repair parts. My associate, Mr. [redacted] has spoken with Ms. [redacted], and will follow up to ensure the service request is completed in a timely manner. If Ms. [redacted] has any questions, please advise her to contact Mr. [redacted] at XXX-XXX-XXXX Ext. [redacted] for assistance.
ORHP appreciates Ms. [redacted] taking the time to provide her opinion and perspective of her service experience, which in turn, provides ORHP the opportunity to improve the service we provide to our customers.
Best regards,
[redacted]
Plan Compliance Manager
Old Republic Home Protection

Initial Business Response /* (1000, 5, 2015/06/26) */
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.
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.
As a result of the delays completing the repair, ORHP has agreed to refund Mr. [redacted] the 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 Business Response /* (1000, 5, 2014/06/04) */
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 Provider 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, Mr. [redacted] agreed to accept a cash settlement for the replacement of the condenser and evaporative coil, and the cash settlement checks were processed and mailed to him in [redacted] 2014.
If you or Mr. [redacted] has any questions, please contact me at your convenience.
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, 2014/06/11) */
(The consumer indicated he/she DID NOT accept the response from the business.)
Thanks for your response Mr. [redacted]. You are incorrect in assuming I have accepted payment. No such payment has been made. If you check your records you will find that I am indeed correct. I did receive a quote for the price of the condenser. The Policy paper I received from Old Republic states that you will replace units deemed unusable. I feel I was mislead over the 3 years I have had Old Republic. I have been paying a $550 premium each year in good faith that you would hold up your end of the deal. On this basis, I will drop my claim in exchange for a full refund of the 3 years I have been a member of Old Republic. The amount I am asking for is $1650.00. I am prepared to contact the California and [redacted] State Attorney General's office regarding this matter.
Thank you
[redacted]

Initial Business Response /* (1000, 5, 2015/07/15) */
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 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 his 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]
Claims Manager
Old Republic Home Protection
Initial Consumer Rebuttal /* (3000, 7, 2015/07/16) */
(The consumer indicated he/she DID NOT accept the response from the business.)
The damage to our home caused by one of the contractors ORHP chose to fulfill their obligations under the home warranty has not been repaired. We had to have our home appraised with a large brown water spot on the ceiling of our home, which no doubt resulted in a lower than expected appraisal of our home ($10k lost). We are scheduled to close on the house on 7/24...approximately 8 days, and I have yet to hear from ORHP regarding an acceptable remedy to the issue.
ORHP denies any liability for the work of their INSP, yet that contractor is engaged in work on behalf of ORHP. Thus, at the very least, ORHP is vicariously liable for the work performed by the contractor.
This issue took over 20 days to resolve in the middle of summer in [redacted] - that is unacceptable. Furthermore, damage to our home was done as a result of the negligence of one of the contractors engaged by ORHP to fulfill their obligations under our home warranty. Finally, the value of our home was appraised at considerably less than previous appraisals, again likely due in large part to the large brown spot on the ceiling of our hallway and the fact our home was an uncomfortable 82 degree upstairs at the time of appraisal.
What sort of remediation attempts, including compensation, is ORHP anticipating providing to us in order to make up for their negligence, or is legal action necessary in order to recoup the cost of repair and lost value to our home?
Final Business Response /* (4000, 9, 2015/07/17) */
Dear Ms. [redacted],
I have reviewed the file and my associate, Ms. [redacted], Supervisor, will be contacting Mr. [redacted] and following to up to ensure this issue is resolved appropriately. If Mr. [redacted] has any questions, please advise him to contact Ms. [redacted] at XXX-XXX-XXXX ext. [redacted] for assistance.
Sincerely,
[redacted]
Claims Manager
Old Republic Home Protection

Initial Business Response /* (1000, 5, 2014/08/08) */
Ms. [redacted]
Revdex.com
Re: Plan XXXXXXXX
Dear Ms. [redacted],
Regarding the request from Mr. [redacted] for reimbursement for the repair of his air conditioner; on behalf of Old Republic Home Protection (ORHP) and its employees, please accept...

our sincere apologies for the circumstances outlined in Mr. [redacted]'s letter.
Although the Plan does not cover reimbursement for service performed without our prior authorization, ORHP will agree as a goodwill gesture to review the repair completed by Mr. [redacted]'s Out-Of-Network Contractor.
Please advise Mr. [redacted] to provide me a copy of the diagnosis and invoice for review.
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, 2014/08/11) */
(The consumer indicated he/she DID NOT accept the response from the business.)
The out of network Contractor was obtained by me only after getting authorization by Phone while out of Air Conditioning in 90 plus heat for four days.My Contractor also called to offer service, and he was told they had all the Contractors they needed. However, old Republic Contractor, after 4 days claimed he now had the Part he had to Order. My Contractor got the Part from XXXXX Airline Hwy here in [redacted], **. in less than an hour when it took Old Republic Contractor 4 days. I told Old Republic Contractor said, and the Contractor Told me to fix my my own Fu[redacted]ing Air Conditioner my self because he did not like how I talked to him. Catching him in a lie and proving said is all I did. Never the less, I will mail Documents to Old Republic by Certified Mail prior to my Suit, as they have already denied reimbursement on any condition.
Final Business Response /* (4000, 9, 2014/08/13) */
Ms. [redacted],
Please inform Mr. [redacted] I will review the invoice he provides, and based on the circumtances, have agreed to reimburse him for covered repairs.
In addiiton, I have forward his comments to our Contractor Relations Department, regarding his experience with the Independent Network Service Provider. Please extend our sincere apologies.
Sincerely,
[redacted]
Old Republic Home Protection