Old Republic Home Protection Company, Inc.

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, 2015/04/23) */
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 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 reviewed the file and my associate, Ms. [redacted], Call Center Supervisor, will contact Ms. [redacted] and ensure that her 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]
Claims Manager
Old Republic Home Protection

Initial Business Response /* (1000, 5, 2014/05/01) */
Ms. [redacted]
Revdex.com
Re: Plan XXXXXXXX
Dear Ms. [redacted],
Regarding the service request for the master bathroom jetted bathtub; if Mr. [redacted] still requires service, please inform him to contact me at his convenience....


Sincerely,
[redacted]
Claims Manager
Old Republic Home Protection
Initial Consumer Rebuttal /* (3000, 7, 2014/05/02) */
(The consumer indicated he/she DID NOT accept the response from the business.)
Mr. [redacted] did not provide contact details. I still do require service.
PLease have Mr. [redacted] provide the number and email contact where I can contact him
Final Business Response /* (4000, 9, 2014/05/05) */
Please inform Mr. [redacted] to call me at XXX-XXX-XXXX ext [redacted]
Thank you
[redacted]
ORHP
Final Consumer Response /* (2000, 11, 2014/05/09) */
(The consumer indicated he/she ACCEPTED the response from the business.)

Initial Business Response /* (1000, 5, 2014/03/14) */
Ms. [redacted]
Revdex.com
Re: Plan # XXXXXXXX
Dear Ms. [redacted],
Regarding the service request for the air conditioner; on behalf of Old Republic Home Protection (ORHP) and its employees, please extend our sincere apologies for the...

circumstances outlined in Ms. [redacted]'s letter.
ORHP, like other home warranty companies, uses independent network Service Providers to service our Plan Holders. Although efforts are made to dispatch qualified Service Providers that can provide quality service, occasionally circumstances occur that are unacceptable to ORHP and our Plan Holder.
I assure you, ORHP employees value the trust each of our Plan Holders place in us to resolve their service request in a timely and professional manner and when this does not occur, steps are taken to review what went wrong and implement improvement.
Based on the information you provided, I have taken personal responsibility to address the issues outlined with the Service Providers and individuals involved, ensuring they understand the result of their actions and comments.
My associate, Ms. [redacted] has been assigned to resolve this situation with Ms. [redacted]; she called Ms. [redacted] and left her a message to return her call.
Please inform Ms. [redacted] to contact Ms. [redacted] at XXX-XXX-XXXX ext 7742 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.
Sincerely,
[redacted]
Claims Manager
Old Republic Home Protection
Initial Consumer Rebuttal /* (3000, 7, 2014/03/31) */
(The consumer indicated he/she DID NOT accept the response from the business.)
I appreciate Mr. [redacted]'s apology and understand that, sometimes, incompetent people and/or their companies, slip through the cracks. However, I sincerely question the vetting process of these independent service providers as the company provided by Old Republic, Virginia HVAC, was 1) unable to properly thread a nut, which resulted in a leaking thermal expansion valve (TXV), and 2) installed the wrong size A-coil - a 17.5" instead of the correct 14".
The representative - to whom Mr. [redacted] referred to as Ms. [redacted]; she only identified herself as Ileana (please excuse me if her name is misspelled) - and I did have a number of exchanges over the phone with her as to what Old Republic was willing to do for me. The first step was requiring me to allow one of their techs to inspect and confirm the problem identified by Snell Heating & Air. I complied with their request; postponed my repair date with Snell; and allowed the tech to come out on March 22. This tech ended up being the same tech, [redacted], from SK HVAC, that was here in May of 2013. As previously mentioned, the SK tech inspected my a/c unit in May 2013, was unable to find anything wrong, and left me with a blank receipt. However, on his second attempt on March 22, 2014, he confirmed what Snell found May 7, 2013 - the TXV was leaking and the evaporator coil was the wrong size.
Following this confirmation, Ileana gave me two options: 1) Have SK do the repairs at no cost to me, or 2) they would provide me with a check for $530, what the SK tech is stating the cost would be for a "straight change out" of the coil and TXV. She also stated that, realizing the problem was due to an error on the part of the previous installers, SK wasn't charging for extras such as refrigerant and the parts were covered under warranty, and the SK tech expected the repairs to take about 3 hours. In speaking with the Operations Manager at Snell, he informed me that yes, the coil is covered under warranty but a brand-new coil only costs around $300. The majority of the $1520 cost was covering: refrigerant evacuation, disposal, and refill; installing a filter dryer; and sheet metal work/modification. Additionally, he expected the work to take anywhere from 4 to 6 hours.
Here is why those two options provided by Old Republic are unacceptable:
1) SK was here back in May 2013 and he couldn't find anything wrong with the system. Given a second attempt, in March 2014, he did then manage to identify the problem found by Snell. It's obvious to see why I would, therefore, have no confidence in the ability of SK to conduct the repairs properly, on top of my history with Old Republic's selection of companies (i.e., Virginia HVAC). I don't want to have to cross my fingers and hope they do the job correctly, and that I won't be going through this same process over another year and a half.
2) The offer of $530 to compensate me for the expense is by no means a fair resolution to this problem. I paid $625 out of pocket to Virginia HVAC - the first company referred to me by Old Republic - to properly install a new a/c. I then paid $258 to Snell in May 2013 to conduct a leak search, when they identified the problem. Now I'm paying an additional $1520 to Snell to fix the problems caused by Virginia HVAC and Old Republic for referring Virginia HVAC to me. That's a total of $2403. Additionally, since the July 2012 installation, I have used 6 days of leave from work to handle multiple appointments in which I tried to get the problems identified and fixed. Six days of work for me is the equivalent of more than $1800 in compensation. The offer of $530 is in no way a fair or just resolution to this costly problem.
When I explained to Ileana today, March 31, 2014, why these two options were unacceptable, including all of the information included above, she stated she would speak to her managers and see if there was anything else they could do. As I expected, she called me back to say they could only give me the $530 as that's the cost quoted by SK.
This is why I do not accept the response from Old Republic.

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!!!

Mr. [redacted]l,
 
My apologies for belaboring this case with ORHP, but alas, that is what Mr. [redacted] has chosen to do.
 
For your information - and to enter as 'evidence' in my complaint - I sent the following two emails to Mr[redacted], yesterday evening and then this morning:
 
Mr. [redacted]
 
At this point, it would be nice to have my name spelled correctly in our communications: [redacted]. Sorry: point of personal pride.
 
Otherwise, I, too, did more research with [redacted] and learned that the furnace replacement would not be necessary - though possible. At least we can move past that (for now).
 
Regardless, this paragraph 'explanation' from you is completely unconscionable:
With regard to the requirement to pull a permit when the evaporative coil was replaced; each Service Provider is an independent  company, and there is no agent /agency relationship between Old Republic Home Protection and the Service Provider network. As such, each Service Provider is responsible to know when permits are required, and are expected by ORHP to install equipment in accordance with City, State and Federal regulations. If they  are not, then the Service Provider is responsible for any sanctions or penalties by the City or State. This is a standard in the home warranty industry.  I appreciate you advising me that [redacted] Heating and Air did not pull a permit, and I have forward that information to our Contractor Relations Department to discuss this with the owner.  
 
ORHP contracts individual 'service providers' and connects insured parties with those 'service providers' - but you are claiming that there is 'no agent/agency relationship between ORHP and the Service Provider network'? Sorry: not remotely true.
 
Here is why: to date, as per my recent ORHP statement, ORHP has disbursed $1700-odd for service (all of which on this A/C issue). You have paid that money to [redacted] Heat & Air and [redacted]. That means you have an 'agent/agency' relationship with them: I never would have 'found' and 'hired'/contracted [redacted] Heat & Air unless they were part of your vetted service provider network. ORHP/you connected me with them - which holds ORHP responsible. I have not paid any money to these companies, which means that they are agents of ORHP: you have paid them for me because of my service contract.
 
Whatever legalese might sound like it protects ORHP for liability when sending at worst unlicensed-and-uninsured and at best those-who-don't-pull-necessary-permits is just that: legal double-talk. I have no problem proving that actual relationship in court.
 
Tomorrow morning, an [redacted] representative is coming to my house to advise me on best-suited options for our home. After that consultation, I will have a clear idea of what make and model, capacity and SEER will best serve us. Again, I understand that 'insurance' through ORHP in this (and any) case means paying out at a minimum and not commensurate with what would best suit the individual/home/situation. Nevertheless, it makes no sense - as two local HVAC professionals said to me today - to replace a broken A/C unit with a cheap one that will only require more maintenance virtually immediately after its install.
 
Neither of the two units you 'offer' is EnergyStar rated: not acceptable. 
 
As I have offered from the outset, I will gladly pay the 'overage'/upcharge to upgrade our current/broken unit to the best possible one we can afford; the $1040 of 'not-covered' cost is not negotiable: because of this...all of this...it will all be covered. For everything, figure on a cash settlement of at least $3000.
 
I will provide estimates to you after my [redacted] consult tomorrow. Until that time, do what you need to do to assure me that the only cost I will incur is the aforementioned upgrade for a realistic unit/model.
 
Mr. [redacted]
 
[redacted] from [redacted] was out this morning to explain some options to me. As [redacted]'s [redacted] told me yesterday in our phone conversation, the amount of money you are 'offering' is not even enough to cover the cost of mid-low-line equipment alone, not to mention not remotely enough for the install, permitting, removal, etc.
 
Going with a modest Lennox XC14 A/C unit and matching evaporator coil, I am looking at at least $4500; I would update the furnace to be compatible on my own - a significant expense in its own. And that is a LENNOX unit, not Lennox's Chinese-manufactured barely-rated Merit series.
 
You cannot have it both ways - and I am more than confident that a court will find it so: in several conversations, [redacted] assured me that all service providers contracted by ORHP are vetted to be licensed, bonded, and insured; obviously, whether or not they are reputable and competent is somewhat beyond your control. But then you turn that around and claim that ORHP bares no responsibility if the service provider WHOM ORHP CONTACTS ABOUT A CLAIM/REPAIR fails to do the claim/repair legally (i.e. pulling permits). Sorry - it will be a cinch to prove that I would have never heard of '[redacted] Heat & Air' here in Savannah UNLESS I HAD RECEIVED THE SERVICE TICKET EMAIL FROM ORHP. That makes that individual your local agent; what is more, ORHP has paid [redacted] and now [redacted] upwards of $1700 for the various service calls to my A/C unit. Because YOU have paid them in my stead, they are your agents, plain and simple. I know my business law.
 
The fact that, in one breath, you 'defended/validated' [redacted] and [redacted] Heating and Air and now, out of the other side of your legal face, are claiming that they are 'independent' contractors and if they do work illegally ORHP is not liable is ridiculous.
 
This has gone one long enough - not only the botched/illegal 'service' done/not done to our A/C unit - again, COVERED BY AN ORHP PLAN - but now this pre-litigation between us: $4500 is the number ORHP will pay-  an amount which will still leave me with a couple thousand to shell out myself to do the work LEGALLY, TO-CODE, and effectively.
 
You have until the end of the business day today (PST) to accept my terms. If they are not met, you will receive a Letter of Demand by week's end; in the meantime, I will prepare my paperwork for legal proceedings and will send a testimony of this entire fiasco to the realtors in the Greater Savannah area.
 
By the way, [redacted] - like [redacted] and like three other HVAC company representatives here in Savannah whom I consulted - 'praised' ORHP and other home warranty companies: it is because your companies contract low-bid, 'jack-rag' service providers that they come into so much work - redoing the faulty/illegal 'repair' jobs that ORHP et. al. has authorized and cheaply paid-out for.
 
For whatever reason, Mr[redacted], has chosen a) not to read my words clearly enough and b) not to continue using the Revdex.com as a third-party mediator. I cannot help but wonder why he has chosen to communicate directly with me and not to utilize the platform your organization offers.
 
In any event, here was his latest reply:
Mr. [redacted],
 
Based on your email,  I will advise Ms. [redacted] to send the settlement check for processing ,and you should receive a check for $2,767.50 within 20 days.
 
Sincerely,
 
[redacted]
Plan Compliance Manager
 
Again, I do not understand why Mr. [redacted] believes that this 'solves' the matter between us. It seems to me as if he is cutting me off and telling ME that this is where it ends and that ORHP's terms are what I must accept.
 
Needless to say, I do not accept. Perhaps Mr. [redacted] realizes that the longer this case remains 'open' the more illegal practices I continue to uncover about ORHP and its contracted service providers.
 
My thanks for your continued interest in my complaint against ORHP.
 
Sincerely,
 
[redacted]

Initial Business Response /* (1000, 5, 2016/01/08) */
Ms. [redacted]
Revdex.com
RE: Plan # XXXXXXXX
Dear Ms. [redacted],
Regarding the service request for the heating system; on behalf of Old Republic Home Protection (ORHP) and its employees, please extend our sincere apologies for the...

circumstances outlined in Mr. [redacted]' letter.
I assure you, ORHP employees value the trust each of our Plan Holders place in us to resolve their service request in a timely and professional manner and when this does not occur, steps are taken to review what went wrong and implement improvement.
Based on the information 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 7, 2016, Call Center Supervisor, Mr. Soto, reviewed Mr. [redacted]' file, and based on the circumstances that occurred, agreed to honor Mr. [redacted]' request to refund the Trade Call Fee.
The Trade Call Fee refund has been processed and Mr. [redacted] should receive the check within 20 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]
Plan Compliance Manager
Old Republic Home Protection
Initial Consumer Rebuttal /* (2000, 7, 2016/01/13) */
(The consumer indicated he/she ACCEPTED the response from the business.)
Thank you. As it turned out. The problem was related to a power board in the furnace itself causing it not to cycle on. The issue had nothing to do with our zoning system whatsoever. I think orhp needs to take a serious look at their home warranty policies and wording around a zoned system, as a furnace problem is not a zoning problem and the part replaced was the same part with or without a zoned controller. If the issue were simply looked at, all of this could have been avoided.
I appreciate the refund. Thank you.

Initial Business Response /* (1000, 5, 2014/05/30) */
Ms. [redacted]
Revdex.com
Plan # 21488407
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.
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.
After further review of the file, ORHP has agreed to dispatch an independent network Service Provider, Air Force One Mechanical, to diagnose Mr. [redacted]'s air conditioner. If Mr. [redacted] has not heard from them to schedule an appointment, please inform him to contact them directly at XXX-XXX-XXXX at his 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 /* (2000, 7, 2014/06/11) */
(The consumer indicated he/she ACCEPTED the response from the business.)
I am happy with my resolution so far. I would like to point out this case could be possibly reopened. Thank you for all you do to look after the consumer.

Initial Business Response /* (1000, 5, 2014/09/16) */
[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 [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, Ms. [redacted] is following on this service request to ensure it is resolved in a timely manner.
If Mr. [redacted] has any questions, please inform him to contact Ms. [redacted] at XXX-XXX-XXXX ext [redacted] for assistance.
ORHP appreciates [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, 2014/11/25) */
Re: Plan XXXXXXXX
Dear Ms. [redacted],
Regarding the denial of coverage for the air conditioner; please extend our sincere apologies for the circumstances outlined in the letter from Mr. [redacted]
According to the file, on August 17,...

2014, Mr. [redacted] placed a service request for a heat pump not cooling properly. Heat Pumps are covered under the terms and conditions of our Standard Plan, while Air Conditioner/Coolers require the purchase of Optional Coverage, which our records indicate you did not purchase.
Please refer to page 3 of the Plan under Heating System/Ductwork Coverage that states:
"... heat pumps ... "
Since Old Republic Home Protection (ORHP) was informed this was a heat pump system, the service request was dispatched to Dove Air.
On August 18, 2014, the service request was cancelled by Dove Air because when they called to schedule an appointment they were advised by the Plan Holder he had contracted with an independent technician. We contacted the Plan Holder to advise we would not provide reimbursement for any unauthorized services, and the Plan Holder then allowed us to dispatch to Anthony Air. The technician from Anthony Air informed ORHP that the unit required 6-pounds of refrigerant and two brass caps. Authorization was provided.
On September 1, 2014, a "recall" service request was placed for the heat pump, and Anthony Air was again dispatched. At this point, the technician advised us that the heat pump was actually an air conditioner. A review of the Plan determined the optional Air Conditioner/Cooler coverage was not purchased, and service was denied.
If you have any questions, please contact me at your convenience.
Sincerely,
[redacted]
Claims Manager
Old Republic Home Protection
Initial Consumer Rebuttal /* (3000, 7, 2014/12/01) */
(The consumer indicated he/she DID NOT accept the response from the business.)
They paid warranty work on my air conditioner during the previous policy year which they admitted to recently. I never requested warranty work on a heat pump. all of their solicitation material refers to air conditioning repairs as covered. Since they had repaired the a/c in the past, it only made sense that the renewal policy I purchased from them included a/c repair. Had they indicated that the air conditioner was not covered under their policy I purchased, I would not have purchased it.
Final Business Response /* (4000, 9, 2014/12/03) */
Ms. [redacted],
As result of the circumstances that have occured, if Mr. [redacted] would rather cancel his Plan and receive a full refund of the Plan fee, Old Republic Home Protefiton will accomodate a request for cancellation.
Please inform Mr. Palernmo to advise me if he wishes to cancel his Plan.
Best regard,
[redacted]
Claims Manager
Old Republic Home Protection
Final Consumer Response /* (4200, 13, 2014/12/09) */
(The consumer indicated he/she DID NOT accept the response from the business.)
The plan fee cost $375.00, the repair they failed to pay cost $1,500.00. By accepting the refund of the policy cost I would have to forego the full amount of the claim they denied. At least by offering a pittance they are moving in the right direction. I will continue to pursue the amount requested.

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, 5, 2016/02/02) */
Ms. [redacted]
Revdex.com
RE: Plan # [redacted]
Dear Ms. [redacted],
Regarding the service request for the heating system; on behalf of Old Republic Home Protection (ORHP) and its employees, please extend our sincere apologies for the...

circumstances outlined in Mr. [redacted] letter.
I assure you, ORHP employees value the trust each of our Plan Holders place in us to resolve their service request in a timely and professional manner and when this does not occur, steps are taken to review what went wrong and implement improvement.
According to the file, my associate, Ms. [redacted], has been assigned to review the file and resolve the service request as soon as the replacement heat exchanger is available. If Mr. [redacted] has any questions, please advise him to contact Ms. [redacted] at[redacted] Ext. [redacted] for assistance.
ORHP appreciates Mr. [redacted] taking the time to provide his opinion and perspective of his service experience, which in turn, provides ORHP the opportunity to improve the service we provide to our customers.
Best regards,
[redacted]
Plan Compliance Manager
Old Republic Home Protection
Initial Consumer Rebuttal /* (2000, 7, 2016/02/03) */
(The consumer indicated he/she ACCEPTED the response from the business.)
it is ok, a shame it takes me posting on FB & Revdex.com to get someone to even address. Bottom line it is taking too long and they should have replaced the entire unit which could have already been done but they are trying to save money at the consumers expense & suffering. Hopefully it will be resolved soon
**

We purchased a home in the Phoenix Arizona area. In the end, the realtor suggested a home warranty to cover unforeseen issues, he in particular suggested the hot water heater was about 10 years old (age of home) and said that water heaters do not last forever. So we agreed to the home warranty
It has been two months since we have purchased the home and the hot water heater went out. It actually leaked water all over our lower living area.
We called Old Republic, they sent a company out the next day. After review, they indicated they will not cover this occurrence due to the method the original home builder installed one fitting. In other words, Old Republic did not honor a simple home warranty based on a method of installation by the original home builder. This sound a lot like the commercials you hear where home warranties are very narrow on the scope of what is covered and the circumstances. I would heed this warning. Old Republic did not honor a simple failed 10 year old hot water heater. Claiming the copper pipe used was not covered. This is pretty sad when a company does not stand behind their product or make simple circumstances impossible for a claim. Watch out for those Dinosaurs that are probably covered in their warranties.

Initial Business Response /* (1000, 5, 2015/09/16) */
Ms. [redacted]
Revdex.com
Re: Plan XXXXXXXX
Dear Ms. [redacted],
Regarding the denial of coverage for the air conditioner; I have reviewed the file that indicates the Plan became effective on September 9, 2015, and the service request...

for the air conditioner was placed the same day. According to the Independent Network Service Provider dispatched by Old Republic Home Protection (ORHP), he diagnosed there was a refrigerant leak in the service valve and condenser, and the air conditioner was not in good operating condition on the effective date of the Plan.
Please refer to page 7 of the Plan that states:
"We will provide service for covered systems or appliances which malfunction, and are reported, during the term of the Plan that:
B) Were correctly installed and working properly on the effective date of the Plan, and
C) Pre-existing conditions are not covered."
Please extend our apologies to Mr. [redacted] that the terms and conditions of the Plan do not provide coverage in this situation. While the intent of ORHP is to provide as much coverage as possible, the Plan is not all inclusive and there are limitations which are standard in the home warranty industry.
If Mr. [redacted] has any needs for service during the term of his Plan, please advise him to contact us at XXX-XXX-XXXX for assistance.
Sincerely,
[redacted]
Plan Compliance Manager
Old Republic Home Protection
Initial Consumer Rebuttal /* (3000, 7, 2015/09/17) */
(The consumer indicated he/she DID NOT accept the response from the business.)
I recently hired a new HVAC technician from All American Plumbing Heating and Air, who are not partnered with Old Republic. Their opinion was that the A/C could with out a doubt have been working the same day we got keys to our new house. We are faxing Old Republic a report of their findings tomorrow (9/18/15).
If they do not desire to fix the AC unit, the least they can do is refund the plan protection fee and $60 tech fee we had to pay which Old Republic used to deny the claim.
Final Business Response /* (4000, 10, 2015/09/21) */
Ms. [redacted],
Please advise Mr. [redacted] that the $60 Trade Call Fee has been waived strictly as a matter of goodwill. If Mr. [redacted] still wishes to cancel his Plan, please advise him to provide Old Republic Home Protection a written request, and mail it to the following address:
Old Republic Home Protection
P.O. Box 1507
San Ramon, CA XXXXX
If Mr. [redacted] would prefer, he can fax the request to XXX-XXX-XXXX, and the Plan will be cancelled in accordance with the terms of cancellation referenced on page 9 of the Plan.
Sincerely,
[redacted]
Plan Compliance Manager
Old Republic Home Protection

Initial Business Response /* (1000, 6, 2014/03/05) */
Ms. [redacted]
Revdex.com
Plan XXXXXXXX
Dear Ms. [redacted],
Regarding the service request for the septic system; I have reviewed the file and my associate, Ms. [redacted] has been in contact with Nr. [redacted] to resolve his request for...

service.
If Mr. [redacted] has any additional questions, please inform him to contact Ms. [redacted] at
XXX-XXX-XXXX ext [redacted] for assistance.
Sincerely,
[redacted]
Claims Manager
Old Republic Home Protection
Initial Consumer Rebuttal /* (3000, 8, 2014/03/05) */
Company called the same day I filed and after review have decided to reimburse me. Said I should receive check in about 14 days. Thank you for your help.

Initial Business Response /* (1000, 5, 2014/01/29) */
Ms. [redacted]
Revdex.com
Plan # XXXXXXXX
Dear Ms. [redacted],
Regarding the reimbursement for the water heater replacement; I have reviewed the file and confirmed Old Republic Home Protection reimbursed Mr. [redacted] the amount he paid...

to purchase the 50 gallon water heater from Home Depot, and the labor cost he paid to his independent out-of network contractor to complete the installation, less the $60 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.”
The cost to install an expansion tank is not covered by the Plan. Please refer to the Plumbing
Coverage under Not Covered that states:
“Not Covered … HOLDING OR STORAGE TANKS”
If Mr. [redacted] has any additional questions, please inform him to contact us at XXX-XXX-XXXX for assistance.
Sincerely,
[redacted]
Claims Manager
Old Republic Home Protection
Final Consumer Response /* (4200, 11, 2014/02/18) */
(The consumer indicated he/she DID NOT accept the response from the business.)
Sure, from the $ 385.- I paid the plumber, they only paid $ 177.-
From the $ 507.00 I paid the water heater, they only paid $ 327.00. THAT IS THE PROBLEM.
And they have not been able to put in writing why they have not paid the difference, PARTICULARLY WHEN I BOUGHT A 50 GALLON TANK TO REPLACE A 65 GAL THAT WE HAD "COVERED". Not only they saved in a smaller tank, but, on top of that THEY DID NOT EVEN PAID THE FULL AMOUNT!
This is the only explanation they can provide:
"both check cleared"...(which was a surprise, I had my doubts)...This is a dishonest company, they will entertain you with stupid arguments to avoid paying hoping that you will forget, have any doubts? CHECK REVIEWS. You will read the same story, over and over again.

Final Business Response /* (4000, 9, 2014/02/13) */
Ms. [redacted]
Revdex.com
Re: Plan XXXXXXXX
Dear Ms. [redacted],
Regarding the reimbursement of costs for the replacement of the water heater; I have reviewed the file, and I confirmed with our Accounting Department our check number XXXXXX for $177.50 cleared our bank on December 5th, 2013 and our check number XXXXXX for $327.10 cleared our bank on January 14th, 2014.
If Mr. [redacted] has any further questions regarding this situation, please inform him to contact us at XXX-XXX-XXXX for assistance.
Sincerely,
[redacted]
Claims Manager
Old Republic Home Protection

Initial Business Response /* (1000, 5, 2014/05/01) */
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 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 regards,
[redacted]
Claims Manager
Old Republic Home Protection

Complaint: [redacted]I am rejecting this response because:
As mentioned, the independent electrician stated that he believed the electrical line is arcing and that the line needs to be replaced.  At that time, he estimated $900 to replace. This is all consistent with Old Republic's experts.  Any further response is pending consultation with the independent electrician.
In the meantime, we need confirmation from Old Republic that their expert saw the actual problem and further that the line does not to be deactivated and replaced.  
I can't imagine that the current situation is safe.
Sincerely,[redacted]

Initial Business Response /* (1000, 5, 2015/01/15) */
Ms. [redacted]
Revdex.com
Re: Plan XXXXXXXX
Dear Ms. [redacted],
Regarding the service request for the shower valve; 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.
Please advise Mr. [redacted] to provide me a copy of the diagnosis and invoice for the replacement of his shower valve for my review.
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, 2015/03/03) */
Ms. [redacted]
Revdex.com
Re: Plan XXXXXXXX
Dear Ms. [redacted],
Regarding the denial of coverage for the kitchen refrigerator; I have reviewed the file and the following is a brief summary.
11/26/14 Plan becomes effective for the...

Plan Holder
01/19/15 Mr. [redacted] called Old Republic Home Protection and informed us that prior to the effective date of the Plan, he determined the existing kitchen refrigerator was was not cooling properly, the door seal was broken and leaking, the door liner was cracked allowing bacteria to grow, etc. As a result, he purchased a new kitchen refrigerator and placed the damaged unit in his garage. He is requesting service for the damaged refrigerator located in his garage.
Please refer to page 7 of the Plan titled When You Need Us that states:
"We will provide service for covered systems or appliances which malfunction, 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."
We apologize the terms and conditions of the Plan do not provide coverage in this situation. While the intent of Old Republic Home Protection is to provide as much coverage as possible, the Plan is not all inclusive and there are limitations which are standard in the home warranty industry.
If Mr. [redacted] has any questions, please advise him to contact us at XXX-XXX-XXXX for assistance.
Sincerely,
[redacted]
Claims Manager
Old Republic Home Protection