Old Republic Home Protection Company, Inc.

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.

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, 2014/03/18) */
Ms. [redacted]
Revdex.com
RE: Plan # XXXXXXXX
Dear Ms. [redacted],
Regarding the service request for the furnace; 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.
I have reviewed the file and we have agreed, strictly as a matter of goodwill, to waive the $60 Trade Call Fee.
ORHP appreciates Mr. [redacted]'s 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
Final Consumer Response /* (2000, 7, 2014/03/20) */
(The consumer indicated he/she ACCEPTED the response from the business.)

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, 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, 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, 6, 2014/07/10) */
Ms. [redacted]
Revdex.com
Re: Plan # XXXXXXXX
Dear Ms. [redacted],
Regarding the service requests for the air conditioner and refrigerator; on behalf of Old Republic Home Protection (ORHP) and its employees, please extend our sincere...

apologies for the circumstances outlined in Mr. [redacted]'s letter.
ORHP, like other home warranty companies, uses Independent Network Service Providers to service our Plan Holders. Although efforts are made to dispatch qualified Service Providers that can provide quality service, occasionally circumstances occur that are unacceptable to ORHP and our Plan Holder.
I assure you, ORHP employees value the trust each of our Plan Holders place in us to resolve their service request in a timely and professional manner and when this does not occur, steps are taken to review what went wrong and implement improvement.
Based on the information Mr. [redacted] provided, I have taken personal responsibility to address the issues outlined with the Service Provider and individuals involved, ensuring they understand the result of their actions and comments.
ORHP appreciates Mr. [redacted] taking the time to provide his opinion and perspective of his service experience, which in turn, provides ORHP the opportunity to improve the service we provide to our customers.
Best regards,
[redacted]
Claims Manager
Old Republic Home Protection

Initial Business Response /* (1000, 5, 2015/03/09) */
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.

I purchased a home warranty from Old Republic (OR) on 1/29/16 for a home in Florida that I closed on earlier that week. When we went to use the dishwasher it would run for a short while then shutoff. I contacted the previous owner and the home inspector and both had recently ran a load through with no problem. I tried various suggestions but to no avail. I called OR on Saturday to request service and was told that is not covered because "I would need to have seen it working before they would cover it". I have cancelled my contract with them and will never do or recommend this company. Be sure if you ever do go with them you test every piece of equipment and say that I saw it working when you call them.

[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, 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, 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

[redacted]
Revdex.com
 
Plan [redacted]
 
Dear [redacted],
 
According to the file, my associate, [redacted], spoke with [redacted] mother September 22, 2016, and was advised that the Out-Of-Network Contractor will contact us with their diagnosis, and the cause of failure of the equipment. Once we receive their information, [redacted] will determine coverage and will contact the Plan Holder.
 
If [redacted] has any questions, please advise her to contact [redacted] at [redacted] Ext, [redacted] for assistance.
 
Sincerely,
 
[redacted]
Plan Compliance Manager

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, 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, 2015/01/07) */
Ms. [redacted]
Revdex.com
Plan # XXXXXXXX
Dear Ms. [redacted],
Regarding the denial of coverage for the air conditioner, and payment of the Trade Call Fee; I have reviewed the file and confirmed that the Independent Network Service...

Provider diagnosed the evaporative coil was dirty and must be cleaned.
Please refer to page 8 of the Plan titled Limitations of Liability under General Limitations 1.B. that states:
"This Plan does not cover:

B. Routine maintenance and cleaning."
With regard to payment of the Trade Call Fee; 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 apologies to Ms. [redacted] that the terms and conditions of the Plan do not provide coverage in this situation. While the intent of Old Republic Home Protection is to provide as much coverage as possible, the Plan is not all inclusive and there are limitations which are standard in the home warranty industry.
If Ms. [redacted] has any questions, please advise her to contact us at XXX-XXX-XXXX for assistance.
Sincerely,
[redacted]
Claims Manager
Old Republic Home Protection
Initial Consumer Rebuttal /* (3000, 7, 2015/01/08) */
(The consumer indicated he/she DID NOT accept the response from the business.)
Like I said before I would have NOT paid for someone to come out and and give me a quote. I have had other home warranty companies in the past whose service call was only 40.00 and if they didn't do anything, I didn't pay. I will be going back to that company who do not rip off their paying customers.
Final Business Response /* (4000, 9, 2015/01/12) */
Dear Ms. [redacted],
Please extend our apologies to Ms. [redacted] that the terms and conditions of the Plan did not provide coverage, and that the Plan states that a Trade Call Fee is due whether the service request is covered or denied.
Sincerely,
[redacted]
Claims Manager
Old Republic Home Protection

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, 2015/03/13) */
Ms. [redacted]
Revdex.com
Re: Plan # XXXXXXXX
Dear Ms. [redacted],
Regarding the service request for the garbage disposal and plumbing; 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 individuals involved, ensuring they understand the result of their actions and comments.
ORHP appreciates Ms. [redacted] taking the time to provide her opinion and perspective of her service experience, which in turn, provides ORHP the opportunity to improve the service we provide to our customers.
Best regards,
[redacted]
Claims Manager
Old Republic Home Protection

Initial Business Response /* (1000, 5, 2014/08/08) */
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

Initial Business Response /* (1000, 5, 2015/06/10) */
Plan XXXXXXXX
Dear Ms. [redacted],
The following is an email sent to Mr. [redacted] on June 10, 2015, by the President of Old Republic Home Protection.
Mr. [redacted],
I am sincerely sorry that you believe our company to be acting...

deceptively. That is not who we are as an organization. For ease in addressing your concerns, I have used a numbering system below:
1) [redacted] is our Claims Manager who, in addition to other responsibilities, handles any correspondence received regarding claims issues. That is why he responded to your communication.
2) We do not inspect the homes for which we provide coverage. We provide coverage in good faith, and rely on our Plan Holders to provide honest input at the time of their service request. According to our documentation from your initial service request, we were advised that the close of sale was 5/14/2015 and the last the ceiling worked for anyone was 4/11/2015 (the date of the inspection). I believe our service agent was in error to deny coverage based on these facts, since you stated the ceiling fan had been working prior to close and you had no knowledge it was not working upon the effective date of coverage. For that reason, this would be considered an "undetectable pre-existing condition" and we should have dispatched a Service Provider.
3) We later dispatched a Service Provider who identified that the circuit was installed improperly, and therefore not covered by the Plan.
Coverage was properly denied in this case, as our ABC's of coverage clearly state that items must be B) "correctly installed" to be covered.
4) I have accessed our website (orhp.com) and do not see that our marketing brochure has been removed.
5) I have been in this Industry for 35 years and can assure you our competition's coverage is the same as ours. I have personally checked every competitor's Plan today: American Home Shield, First American, 2-10 Home Buyer's Warranty, HMS, Home Warranty of America, and none cover improper installation, and their coverage for undetectable pre-existing conditions matches ours. As the third largest home warranty company in the U.S., we take pride in our coverage and service offering.
6) Our product provides the most coverage, at the most reasonable price we can offer, based on losses in the Kansas/Missouri market, which last year ran approximately 62% of Plan fees paid back to Plan Holders in the way of claims. I would venture to guess that is the highest percentage payout of any home warranty company doing business in your state.
7) I am very interested where you found the first link in your email, as that is a Contractor Guideline from 2008/2009 (iterations past), which I can't seem to locate anywhere. If you could please advise how you were able to find that, it would be helpful, as it should be updated with current information.
I understand your frustration over this matter, and am, again, sincerely sorry that you feel we are taking advantage of unsuspecting consumers with a Plan that provides little coverage. As mentioned above, I have worked for Old Republic Home Protection 35 years, 13 of it in the Service Department, and the remainder as President. I take great pride in the company we are, and the positive difference we try to make in our Plan Holder's lives.
I know that you have asked to cancel the Plan, and we will honor your request, however I believe that you [redacted] find this coverage will come in handy over the course of the year, and that you [redacted] regret cancellation.
To clarify, if you cancel at this time, you will receive $450 - $50 (cancellation fee) for a net refund of $400.
As a good will gesture, I would be willing to offer you that same amount at time of your Plan expiration if you don't use the coverage for any other purpose during the term of the Plan.
You can't lose!
You basically receive an opportunity for free coverage for the term of coverage, and if you never use the Plan, I will refund you (upon your request by responding to me via this email on or around 5/18/16), $400 at time of expiration.
If you do use the Plan, then no funds would be due to you.
It's your choice, but there is no downside to you with this offer.
Please advise me, at your convenience, as to your decision. You [redacted] either 1) cancel now and we'll refund you $400, or 2) maintain coverage and if you use the coverage, great for you, and if you don't, then we will refund you $400 in [redacted] 2016.

[redacted]
President
Old Republic Home Protection
Initial Consumer Rebuttal /* (2000, 7, 2015/06/16) */
(The consumer indicated he/she ACCEPTED the response from the business.)
Satisfactory resolution based on refund offered.
Still feel their marketing is deceptive and fine print needs further definition before customers accept terms and conditions.