Old Republic Home Protection Company, Inc.

Initial Business Response /* (1000, 5, 2014/08/18) */
Ms. [redacted]
Revdex.com
Re: Plan # XXXXXXXX
Dear Ms. [redacted],
Regarding the service request for the microwave oven; 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 the file, my associate, Ms. [redacted] has spoken with Ms. [redacted], and is assisting to resolve the service request 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, 2014/08/20) */
(The consumer indicated he/she ACCEPTED the response from the business.)

Initial Business Response /* (1000, 5, 2015/10/06) */
Ms. [redacted]
Revdex.com
RE: Plan # XXXXXXXX
Dear Ms. [redacted],
Regarding the service request for the air conditioner; on behalf of Old Republic Home Protection (ORHP) and its employees, please extend our sincere apologies for the...

circumstances outlined in Ms. [redacted]' letter.
ORHP, like other home warranty companies, uses Independent Network Service Providers to service our Plan Holders. Although efforts are made to dispatch qualified Service Providers that can provide quality service, occasionally circumstances occur that are unacceptable to ORHP and our Plan Holder.
I assure you, ORHP employees value the trust each of our Plan Holders place in us to resolve their service request in a timely and professional manner and when this does not occur, steps are taken to review what went wrong and implement improvement.
Based on the information Ms. [redacted] provided, I have taken personal responsibility to address the issues outlined with the Service Providers and individuals involved, ensuring they understand the result of their actions and comments.
According to the file, my associate, Mr. [redacted], Call Center Supervisor, 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. [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 /* (3000, 7, 2015/10/07) */
(The consumer indicated he/she DID NOT accept the response from the business.)
I do not accept at this point in time because my complaint has not been resolved. As stated in my original letter, I am needing to be reimbursed for the condenser unit and labor involved in replacing it. I emailed ORHP a copy of the invoice on October 5, and they have yet to tell me whether or not I will be reimbursed.
Final Business Response /* (4000, 20, 2015/10/29) */
Dear Ms. Thomas,
Please advise Ms. [redacted] we have been trying to contact her contractor, Residential Services, to clarify his diagnosis, and he has not returned our call. Please advise Ms. [redacted] to inform her contractor to contact Mr. [redacted] at XXX-XXXX-XXXX Ext. [redacted]. Our intention is to resolve this situation quickly once we have had the opportunity to discuss this with Residential Services.
Sincerely,
[redacted]
Plan Compliance Manager
Old Republic Home Protection
Final Consumer Response /* (4200, 22, 2015/11/02) */
(The consumer indicated he/she DID NOT accept the response from the business.)
My contractor said he tried to call mr [redacted] and has not received a return call even though he left a message. I just left a message with me [redacted] leaving him my contractors direct cell phone number

Initial Business Response /* (1000, 5, 2014/01/29) */
Ms. [redacted]
Revdex.com
Plan # XXXXXXXX
Dear Ms. [redacted],
Regarding the Plan Holders request to waive the $60 trade call fee; I have reviewed the file and on January 28th, 2014, Old Republic Home Protection agreed, as a gesture of...

goodwill, to waive the trade call fee.
If you have any additional questions, please contact us at XXX-XXX-XXXX for assistance.
Sincerely,
[redacted]
Claims Manager
Old Republic Home Protection
Final Consumer Response /* (2000, 7, 2014/01/30) */
(The consumer indicated he/she ACCEPTED the response from the business.)
I spoke with the business and find their offer to meet my request.

Initial Business Response /* (1000, 5, 2015/01/30) */
Ms. [redacted]
Revdex.com
Re: Plan # XXXXXXXX
Dear MS. [redacted],
Regarding the service request for the dishwasher; 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 which indicates that the repair of the dishwasher was completed on January 26, 2014, and was operating as designed.
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.
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

Initial Business Response /* (1000, 5, 2015/08/28) */
Ms. [redacted]
Revdex.com
RE: Plan # XXXXXXXX
Dear Ms. [redacted],
Regarding the service request for the refrigerator; on behalf of Old Republic Home Protection (ORHP) and its employees, please extend our sincere apologies for the...

circumstances outlined in Ms. [redacted]'s letter.
ORHP, like other home warranty companies, uses Independent Network Service Providers and parts suppliers to service our Plan Holders. Although efforts are made to dispatch qualified Service Providers, and to utilize part supplies 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, my associate, Ms. [redacted] Call Center Supervisor, has spoken with Ms. [redacted], and will follow up to ensure the service request is resolved in a timely manner. If Ms. [redacted] has any questions, please advise her to contact Ms. [redacted] at XXX-XXX-XXXX Ext. [redacted] for assistance.
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, 2014/08/25) */
Ms. [redacted]
Revdex.com
Re: Plan XXXXXXXX
Dear Ms. [redacted],
Regarding the service request for the air conditioner; on behalf of Old Republic Home Protection (ORHP) and its employees, please extend our sincere apologies for the...

circumstances outlined in Ms. [redacted]' letter.
ORHP, like other home warranty companies, uses Independent Network Service Providers to service our Plan Holders. Although efforts are made to dispatch qualified Service Providers that can provide quality service, occasionally circumstances occur that are unacceptable to ORHP and our Plan Holder.
I assure you, ORHP employees value the trust each of our Plan Holders place in us to resolve their service request in a timely and professional manner and when this does not occur, steps are taken to review what went wrong and implement improvement.
Based on the information 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 and my associate, Ms. [redacted] has spoken with Ms. [redacted], and will follow up to ensure the service request is resolved 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, 2014/08/29) */
(The consumer indicated he/she ACCEPTED the response from the business.)
I have been in contact with [redacted] she has been awesome and her customer service is appreciated. I was forwarded the opportunity to get a second opinion about my AC unit by a technician that is local and out ORHP due to ORHP only having one local contractor that knows about my unit. The second technician came out and got my unit running and explain how it works. My home is within a good temperature but my backyard is flooded due to the drainage of the system. I will continue to work with ORHP to resolve this issues. Thank you for your help Ms. [redacted] I will be calling today with the technicians report.

Initial Business Response /* (1000, 6, 2015/02/25) */
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 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 on January 23, 2015, my associate, Ms. [redacted], Call Center Manager, honored Mr. [redacted]'s request and the Trade Call Fee was waived.
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, 8, 2015/03/05) */
I have been contacted by this company and have worked out this issue. Please remove my complaint. Thank you!

Initial Business Response /* (1000, 5, 2015/05/15) */
Ms. [redacted]
Revdex.com
Re: Plan # XXXXXXXX
Dear Ms. [redacted],
Regarding the service request for the refrigerator; on behalf of Old Republic Home Protection (ORHP) and its employees, please extend our sincere apologies for the...

circumstances outlined in Mr. [redacted]' 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.
According to the file, Tru-Way Appliance completed the repair on [redacted] 14, 2015, and the refrigerator is operating as designed. If Mr. [redacted] has any questions, please advise him to contact us at XXX-XXX-XXXX 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, 2015/05/19) */
(The consumer indicated he/she DID NOT accept the response from the business.)
Yes so far the refrigerator is working so far but again I had to pay another service call! I feel that me having to pay many service call to get it fixed is unethical and if ORHP sends out people that can't fix it then I should not have to pay for that service because they did not fix it!
Final Business Response /* (4000, 9, 2015/05/22) */
Ms. [redacted],
Please advise Mr. [redacted] that based on the circumstances that occurred, as a gesture of goodwill, we have waived the Trade Call Fee.
If Mr. [redacted] has any questions, please advise him to contact us at XXX-XXX-XXXX for assistance.
Sincerely,
[redacted]
Claims Manager
Old Republic Home Protection
Final Consumer Response /* (2000, 11, 2015/05/25) */
(The consumer indicated he/she ACCEPTED the response from the business.)
I had really hope this did not have to go to the Revdex.com to have this resolved! But thank !

Initial Business Response /* (1000, 5, 2014/03/20) */
Ms. [redacted]
Revdex.com
Re: Plan XXXXXXXX
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 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 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 Business Response /* (1000, 5, 2015/06/12) */
Ms. [redacted]
Revdex.com
Re: Plan XXXXXXXX
Dear Ms. [redacted],
Regarding the service request for the electrical system and reimbursement of $75; 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 you provided, I have taken personal responsibility to address the issues outlined with the individuals involved, ensuring they understand the result of their actions and comments.
I have reviewed the file that indicates that the technician from Bill Richard's Electric diagnosed that someone has removed the electrical wiring for the clothes dryer receptacle. In order to restore power to the receptacle, the wiring will need to be installed.
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:
A) Are installed for diagnosis and located within the interior of the main foundation of
the home and garage (inside the load-bearing walls of the structure). Systems or
appliances located on the exterior or outside of the home (including porch, patio,
etc.) are not covered with the exception of covered items marked with a ,
B) Were correctly installed and working properly on the effective date of the Plan, and
C) Have become inoperable due to normal wear and use, rust, corrosion, and chemical or
sediment build-up after the effective date of coverage. Pre-existing conditions are not
covered."
With regard to reimbursement of the $75 diagnosis fee from Bill Richard's Electrical, I have reviewed the file and a check for $75 was mailed to Ms. [redacted] on [redacted] 27, 2015. If Ms. [redacted] has not received the check, please advise her to contact our Accounting Department at
XXX-XXX-XXXX for assistance.
If Ms. [redacted] has any additional information she believes should be considered, please advise her to provide it to me for review.
Best regards,
[redacted]
Claims Manager
Old Republic Home Protection
Initial Consumer Rebuttal /* (3000, 7, 2015/06/17) */
(The consumer indicated he/she DID NOT accept the response from the business.)
I haven't received any check from Old Republic. I don't understand why Old Republic claims to have mailed a $75 check when I haven't received one. I consider their conduct to be very unprofessional due to the fact that I received a call from the San Ramon headquarters on 6/10/15 with indication that [redacted] would look further into my case for a reimbursement of greater than $75. I was also told during that same call on 6/10/15 that I would receive a follow-up call the next day with a resolution. I never received a call the next day or since.
I am not satisfied with Old Republic's weak response. I still request that Old Republic stand -by their original reimbursement offer of $250.
Sincerely,
[redacted]
Final Consumer Response /* (3000, 17, 2015/07/14) */
Whatever check has been mailed to me from Old Republic is not going to the correct address. I have called [redacted] in the San Ramon office to confirm that the service address for my Old Republic home warranty is also my mailing address. [redacted] XXXXX.
Final Business Response /* (4000, 19, 2015/07/15) */
Ms. [redacted],
Please extend our sincere apology to Ms. [redacted] for the circumstances that have occurred. I reviewed the file and determined there was an incorrect mailing address in our system that I have corrected this morning. I have submitted request to our Accounting Department to re-issue the check to the correct mailing address.
Sincerely,
[redacted]
Claims Manager
Old Republic Home Protection
Ms. [redacted],
The check we were referring to was the reimbursement of the $75 diagnosis fee paid to the electrician; Ms. [redacted] agreed to reimburse Ms. [redacted] for this cost. According to our accounting department, the check was cashed on July 7, 2015. If Ms. [redacted] requires a copy of the check, please let me know and I will mail her a copy of the check.
If she has any questions, please advise her to contact Ms. [redacted] at XXX-XXX-XXXX ext 1036 for assistance.
Sincerely,
[redacted]
Old Republic Home Protection

Dear Ms. [redacted], Please extend our apologies for the delay resolving [redacted] service request. 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. [redacted] service request is being followed up on by my associate, Ms. [redacted], and she will ensure it is resolved in a timely manner. If Mr. [redacted] has any questions, please advise him to contact Ms. [redacted] at 800-[redacted] Ext. 1018, or her Supervisor, Ms. Dolley, at Ext. [redacted]. Sincerely, [redacted]Plan Compliance ManagerOld Republic Home Protection

Initial Business Response /* (1000, 5, 2014/03/24) */
Ms. [redacted]
Revdex.com
Plan # XXXXXXXX
Dear Ms. [redacted],
Regarding the past due $75 Trade Call Fee, and Mr. [redacted] request to waive the $25 collection fee; I have reviewed the file and Old Republic Home Protection will agree,...

strictly as a matter of goodwill, to waive the $25 collection fee. Please inform Mr. [redacted] to contact us at XXX-XXX-XXXX to pay the $75 Trade Call Fee.
Sincerely,
[redacted]
Claims Manager
Old Republic Home Protection

Initial Business Response /* (1000, 5, 2014/08/06) */
Ms. [redacted]
Revdex.com
Re: Plan # XXXXXXXX
Dear Ms. Thomas,
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.
I assure you, ORHP employees value the trust each of our customers 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 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, 6, 2014/10/01) */
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 based on the delays completing Mr. [redacted]'s service request, ORHP has agreed to honor his request and waive the $75 refrigerant reclamation cost.
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, 8, 2014/10/02) */
(The consumer indicated he/she DID NOT accept the response from the business.)
We actually wrote a $75 check last night when the company finally came out to fix the AC unit. How will I get that money back now?
Final Business Response /* (4000, 10, 2014/10/03) */
Ms. [redacted],
Please inform Mr. [redacted] to provide me a copy of the invoice that he paid, and I will send him reimbursement within ten business days of receipt. Please advise him to write his Plan number on the invoice.
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.

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

We closed on a home November 7, 2016 in North Carolina and selected Old Republic Home Protection Ultimate Protection plan. Our home inspection found no problems with the four heating and air units prior to the sale. We had a first cold night and tried to get an upstairs unit to deliver heat, but it failed. On November 21 we contacted Old Republic to find out how to schedule a repair, only to find they consider this a non-covered mini-spilt unit. We were passed back and forth on the telephone from one agent to another without a resolution. I now want to cancel the policy and was directed to go to their web site and complete a cancellation request, only to find there is no such page listed on their site. [redacted]

Initial Business Response /* (1000, 5, 2016/01/20) */
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 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 you provided, I have taken personal responsibility to address the issues outlined with the individuals involved, ensuring they understand the result of their actions and comments.
I have reviewed the file that indicates ORHP agreed to waive the Trade Call Fee. Please advise Ms. [redacted] I have processed the waiver, and if she has any additional questions, to please contact me at XXX-XXX-XXXX Ext. [redacted]
ORHP appreciates Ms. [redacted] taking the time to provide her opinion and perspective of her service experience, which in turn, provides ORHP the opportunity to improve the service we provide to our customers.
Best regards,
[redacted]
Plan Compliance Manager
Old Republic Home Protection
Initial Consumer Rebuttal /* (2000, 7, 2016/01/22) */
(The consumer indicated he/she ACCEPTED the response from the business.)
I do accept the response from Old Republic Home Protection. However, I want to be ensured that ORHP will follow through with contacting the collection agency that has been sending me the notices for payment. My concern is that ORHP will process the waiver, but the collection agency will continue to seek payment. Thank you.

Initial Business Response /* (1000, 7, 2015/07/13) */
Ms. [redacted]
Revdex.com
Re: Plan # XXXXXXXX
Dear Ms. [redacted],
Regarding the denial of coverage for 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. While the intent of ORHP is to cover as much as possible, the Plan is not all inclusive and there are limitations which are standard in the home warranty industry.
I assure you, ORHP employees value the trust each of our Plan Holders place in us to resolve their service request in a 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.
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, 9, 2015/07/14) */
(The consumer indicated he/she DID NOT accept the response from the business.)
I do not accept the response sent by Ms [redacted] representing Old Repubic for 3 reasons: the response seems rehearsed and Impersonal. I don't feel as if the response is genuine. The response doesn't solve any problem of mine and the loop holes and neglegence of the policy. And, I'm still not hearing from who I want to hear from. The claims manager doesn't make me feel as if anything effective will be done; I want to speak with the CEO
Final Business Response /* (4000, 11, 2015/07/15) */
Ms. [redacted],
As stated previously, we sincerely apologize that the terms and conditions of the Plan do not provide coverage for this situation.
Sincerely,
[redacted]
Claims Manager
Old Republic Home Protection

Initial Business Response /* (1000, 5, 2015/07/24) */
Ms. [redacted]
Revdex.com
Re: Plan XXXXXXXX
Dear Ms. [redacted],
On behalf of Old Republic Home Protection and its employees, please extend our sincere thanks to Mr. [redacted] for being an Old Republic Plan Holder. It was a pleasure serving...

him the past two years. Upon review of his file, we concluded that his Plan is ineligible for renewal. We apologize for any inconvenience this [redacted] cause.
Please refer to page 9 of the Plan under RENEWALS that states:
"Renewals: The Plan will be renewed at our discretion. If your Plan is eligible for
renewal, we will notify you of the Plan fee and terms of renewal approximately
60 days prior to expiration of coverage. To ensure there is no lapse of coverage,
payment must be received prior to Plan expiration. Plan fees [redacted] increase upon
renewal."
In the event Mr. [redacted] wants to maintain his home warranty coverage, he [redacted] wish to contact another Home Warranty Company to obtain coverage. We recommend visiting the National Home Service Contract Association website at homeservicecontract.org for a list of reputable companies. We do not suggest companies that sell home warranties strictly over the internet, as many are not properly licensed and/or regulated as required.
Once at the site, click on the map, click on the appropriate state, and a list of NHSCA Member companies that conduct business in that state will appear. Please do not call the NHSCA, as they do not recommend specific providers, and are not staffed to provide additional assistance.
Again, we apologize for any inconvenience our decision has caused you.
Respectfully,
Old Republic Home Protection Co., Inc.
Initial Consumer Rebuttal /* (3000, 7, 2015/07/31) */
(The consumer indicated he/she DID NOT accept the response from the business.)
I deserve the reason for not renewal and they should have sent me this in writing. How do they expect me to keep up with renewal dates-this is an act of "bad business" policy. They have the nerve to cancel after a few claims-so therefore, they are in the business to insure you until you make a claim and then drop you! They sent out a refrigerator repair man who dented my 4 year old expensive LG French door unit ($2,400-retail) and I had lots of issues until they fixed the door and still not like prior when they came. If this was the reason for non-renewal, this is fraudulent business to take money and drop you if you make any claims!!
Final Business Response /* (4000, 9, 2015/08/03) */
Ms. [redacted],
As expressed in our previous response, please extend our sincere apologies for any inconvenience to Mr. [redacted]. If he wishes to obtain a home warranty, we suggest he contact the National Home Warranty Association website at homeservicecontract.org for a list of reputable companies.
Sincerely,
[redacted]
Claims Manager
Old Republic Home Protection
Final Consumer Response /* (4200, 13, 2015/08/04) */
(The consumer indicated he/she DID NOT accept the response from the business.)
This is not a reasonable response!! If an insurance company of any kind decided to drop a customer after a few small claims, I understand it is their choice; however, it does need to be in writing that they will not renew the contract and state the reason. This company signs home owners up for home warranties then drops them as soon as they make claims-that doesn't sound like a company that should stay in business, similar to health insurance to drop a patient after they become ill. THis is not how to run a business- BUYER BEWARE!!!