Old Republic Home Protection Company, Inc.

Initial Business Response /* (1000, 5, 2014/12/10) */
Ms. [redacted]
Revdex.com
Re: Plan XXXXXXXX
Dear Ms. [redacted],
Regarding the service requests placed by Ms. [redacted], and the decision by Old Republic Home Protection to not renew her Plan; I have reviewed the file and the following is a...

brief summary of her service requests.
01/05/14 Service request: air conditioner is leaking
Dispatched Alliance Mechanical Systems Inc.
Status: the technician replaced the valve core and recharged the system with
refrigerant.
04/11/14 Service request: the water heater trips the reset button
Dispatched: High Priority Plumbing & Service Inc.
Status: the technician replaced the upper thermostat.
07/09/14 Service request: air conditioner is leaking
Dispatched: Air Mechanix
Status: the technician diagnosed the heat pump air handler must be replaced,
and replacement was completed on August 19, 2014.
11/05/14 Service request: refrigerator door is not closing properly
Dispatched: Accurate Appliance
Status: the technician replaced the door gasket and water valve.
With regard to the renewal eligibility of Ms. [redacted]'s Plan; please extend our sincere thanks to Ms. [redacted] for being an Old Republic Plan Holder. It was a pleasure serving her this past year. Upon review of her file, we concluded that her Plan is ineligible for renewal. We apologize for any inconvenience this [redacted] cause.
Please refer to RENEWAL/TRANSFER/CANCELLATION that states:
"RENEWAL/TRANSFER: This Plan is transferable. This Plan may be renewed at our discretion only. In that event, you will be notified of the prevailing rate and terms of renewal. Premium rates may increase upon renewal..."
In the event Ms. [redacted] wants to maintain her home warranty coverage, she may 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 NHSCA Members; then select 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.
Again, we apologize for any inconvenience.

Sincerely,
[redacted]
Claims Manager
Old Republic Home Protection

Initial Business Response /* (1000, 5, 2015/05/29) */
Ms. [redacted]
Revdex.com
Re: Plan # XXXXXXXX
Dear Ms. [redacted],
Regarding the service request for the range; 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.
I have reviewed the work orders regarding the range, and confirmed with Sears that different components of the range have failed the past several months, and not the same component. According to Sears, a bake element and microcomputer has been ordered and will be delivered to the Plan Holder next week; Sears has an appointment scheduled for June 5th, to complete the repair.
Due to the circumstances, ORHP has agreed as a gesture of goodwill, to waive the $75 Trade Call Fee.
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, 11, 2015/06/22) */
This case has still not been resolved. I am awaiting the check back for the fee and was told this morning it would still be at least 10 days (after being told it would be 10-14 last week). Thank you.
Final Business Response /* (4000, 13, 2015/06/24) */
Ms. [redacted]
Revdex.com
Re: Plan XXXXXXXX
Dear Ms. [redacted],
Please advise Mr. [redacted] the Trade Call Fee refund was processed yesterday and will be mailed this week.
Sincerely,
[redacted]
Claims Manager
Old Republic Home Protection

Initial Business Response /* (1000, 5, 2016/01/13) */
Plan XXXXXXXX
Dear Ms. [redacted],
Regarding the service request for the heat pump; according to the file, the service request was received on January 12, 2016, the Service Provider diagnosed the heat pump the same day, and had to...

leave the property to purchase a new motor. When he returned to the home, the Plan Holder had left, creating a delay competing the repair.
The file indicates that the Service Provider was able to obtain access to the home and the repair was completed on January 12, 2016.
If Ms. [redacted] has any questions, please advise her to contact our Customer Service Department at XXX-XX-XXXX for assistance.
Sincerely,
[redacted]
Plan Compliance 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 service requests for the air conditioner; I have reviewed the file and the following is a brief summary.
02/04/14 Service request: air conditioner is...

not cooling
Dispatched: Gembecki Mechanical Services
02/05/14 Status: the technician diagnosed the air conditioner was low on refrigerant, and he was unable to locate a refrigerant leak in the air conditioner system. The technician added refrigerant and the air conditioner was cooling as designed.
06/24/14 Service request: air conditioner is blowing warm air
Dispatched: LJ-Air
06/26/14 Status: the technician diagnosed a small refrigerant leak on the service valve cap. The cap was tightened, refrigerant was added to the air conditioner, and the unit was cooling properly.
07/17/14 Service request: the air conditioner was leaking water
Dispatched: Gembecki Mechanical Services
07/18/14 Gembecki was contacted by the Plan Holder and advised that the air conditioner was no longer leaking water and the service request was cancelled.
08/23/14 Service request: air conditioner is leaking water
Dispatched: Gembecki Mechanical Services
08/28/14 Status: the technician diagnosed the air handler was icing up and leaking as the result of low refrigerant in the air conditioner. The technician diagnosed and repaired a small leak at the service valve, added refrigerant, and the air conditioner was cooling properly.
08/29/14 The Plan Holder called Old Republic Home Protection and informed us that Gembecki Mechanical Services was returning to the home to determine why the system was still leaking water.
09/01/14 Dispatched: Gembecki Mechanical Services
09/02/14 Status: the technician diagnosed the water leak was the result of the evaporative coil, drain pan, and line located inside the air hander being plugged with debris. In order to prevent the water leak in the future, the evaporative coil, drain pan, and line must be cleared. The Plan Holder was provided as estimate of $450 by Gembecki Mechanical Services to clean the equipment which the technician diagnosed will repair the water leak.
Please refer to page 8 of the Plan titled Limitations of Liability under General Limitations that
states:
"This Plan does not cover:
B. routine maintenance and cleaning."
09/30/14 Service request: the air conditioner is leaking water
Dispatched: Gembecki Mechanical Services
Status: the technician confirmed his diagnosis from September 2, 2014, that the evaporative coil and drain pan and line require clearing to resolve the water leak, and Mr. [redacted] was provided an estimate of $450 to complete the service.
02/11/15 Service request: air conditioner is leaking water
Dispatched: the Plan Holder was given authorization to contact an
Out-Of-Network Contractor (OONC) to provide a diagnosis and estimate, and was advised to contact Old Republic Home Protection (ORHP) with the diagnosis and estimate prior to initiating repairs for our review.
02/17/15 Status: Ishmal, from One Stop Cooling, called ORHP and informed us that he diagnosed there was a refrigerant restriction in the air handler evaporative coil from normal usage, and he will call us back with an estimate to replace the coil.
02/19/15 ORHP called One Stop Cooling and was advised the cost of a new air handler coil was $2,896. However, due to a Florida Regulation, when an evaporative coil is replaced, the condenser must also be replaced to meet AHRI requirements. Since there is no mechanical failure of the condenser, the Plan would not cover replacement of the condenser.
Please refer to page 8 of the Plan titled Limitations of Liability under General Exclusions 4.B that
states:
"General Exclusions:
If additional costs are incurred in order to comply with regulations, we will not be responsible for the added expense. "
[redacted] from One Stop Cooling called ORHP later in the day, and revised the estimate to including replacement of the air handler (not just the evaporative coil located inside the air handler) to $3,421.
ORHP called the Plan Holder and informed him if he wanted the repair completed by his OONC, that we would cover an amount equal to our cost to replace the air handler which includes the permit and refrigerant recapture ($1,065). Mr. [redacted] informed us that he will contact us with his decision.
According to the file, my associate, Mr. [redacted] has spoken with Mr. [redacted], and discussed the
cash settlement amount, or if Mr. [redacted] would prefer, ORHP will dispatch a different
Independent Network Service Provider to complete the covered repair. Mr [redacted] informed Mr.
Miller that he [redacted] obtain an additional estimate from a different OONC, and he will contact us
at a later date. Mr. [redacted] will follow up regarding this service request to ensure the service
request is resolved in a timely manner.
If Mr. [redacted] has any questions or additional information for review, please inform him to
contact Mr. [redacted] at XXX-XXX-XXXX ext. [redacted] for assistance.
Sincerely,
[redacted]
Claims Manager
Old Republic Home Protection
Initial Consumer Rebuttal /* (3000, 7, 2015/03/05) */
(The consumer indicated he/she DID NOT accept the response from the business.)
Every single one of the service calls was in response to a leak, and or a loss of refrigerant. Many reasons and solutions were given, none of them correct until finally One Stop came out and found a leak in the coil. Unbeknownst to us, the air conditioner had continued to leak the entire year and this culminated in a ceiling collapse, 5500 dollars in damage and multiple service calls at $75 each. A service call to One Stop, one time which we paid for out of pocket because we felt Gembecki was not doing their job. Each service call from Gembecki FAILED to find the cause of the leak and for one entire year, gallons of liquid leaked into our ceiling. I am assuming they refilled it with refrigerant to get it working temporarily and walked away without solving the problem. Our ceiling eventually collapsed and even after that, Gembecki did not repair the leak. At one point it was suggested we had not had maintenance which simply was not true, evidenced by the fact after a "500 dollar cleaning" and no clog discovered, the leak persisted. The coil cannot be replaced alone. In order to get the system working the entire unit has to be replaced. A 10,800 proposition. You have committed to replacing the coil, I am curious as to how you intend to get a company to replace just the coil as it would be breaking the law in Florida. The very fact that you can get a company to do this calls, into question the integrity of the providers you choose.
We believe we are entitled to all of our $75.00 payments back since the leak was never found. The entire $5500 repair amount since the substandard service provided by Old Republic lead to the damage. Bearing in mind this does not include the cost of removing the mold which was discovered since the initial complaint. $10,800 replacement of the air conditioner, as it can only be legally replaced as a whole. The $100 dollars extra per month in electricity costs for at least 12 months. We would be willing to accept half of this.
100
5800
2750
3000
We have certainly been more than willing to work it out. $1000 is an insult and every time we have approached Old Republic they have only offered this same amount.
Final Business Response /* (4000, 9, 2015/03/06) */
Dear Ms. [redacted],
I have reviewed the file and my associate, Mr. [redacted] has spoken with the Plan Holder. As referenced in my previous response, the replacement of the condenser is not covered according to the terms and conditions of the Plan. As for the cash settlement for the replacement of the air handler; if the Plan Holder will agree to allow Old Republic Home Protection (ORHP) to dispatch a different Independent Network Service Provider to install the air handler, this would save them additional costs. If they prefer to use an Out-Of-Network Contractor, then ORHP will reimburse them what our cost would have been for the covered repair (i.e. the air handler).
Please advise the Plan Holder to contact Mr. [redacted] regarding how they wish to proceed.
Sincerely,
[redacted]
Claims Manager
Old Republic Home Protection

Initial Business Response /* (1000, 5, 2014/06/03) */
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]'s letter.
ORHP, like other home warranty companies, uses independent network Service Providers to service our Plan Holders. Although efforts are made to dispatch qualified Service Providers that can provide quality service, occasionally circumstances occur that are unacceptable to ORHP and our Plan Holder.
I assure you, ORHP employees value the trust each of our Plan Holders place in us to resolve their service request in a timely and professional manner and when this does not occur, steps are taken to review what went wrong and implement improvement.
Based on the information you provided, I have taken personal responsibility to address the issues outlined with the Service Providers and individuals involved, ensuring they understand the result of their actions and comments.
According to Mr. [redacted]'s file, my associate, Mr. [redacted] is following up on this service request, and he has left a message for Mr. [redacted] to discuss a resolution. Please inform Mr. [redacted] to contact Mr. [redacted] at XXX-XXX-XXXX ext. [redacted] for assistance.
ORHP appreciates Mr. [redacted] taking the time to provide his opinion and perspective of his service experience, which in turn, provides ORHP the opportunity to improve the service we provide to our customers.
Best regards,
[redacted]
Claims Manager
Old Republic Home Protection

Initial Business Response /* (1000, 5, 2015/12/07) */
Ms. [redacted]
Revdex.com
Plan XXXXXXXX
Dear Ms. [redacted],
Regarding the service request placed on November 25, 2015 for the water heater; I have reviewed the file that indicates the Service Provider advised Old Republic Home...

Protection (ORHP) on November 25, 2015, that the water heater was still under manufacturer's warranty. Based on the information from the Service Provider, we advised Mr. [redacted] that the Plan does not cover systems or appliances that are under a manufacturer's warranty.
Please refer to page 8 of the Plan that states:
"GENERAL LIMITATIONS. THIS PLAN DOES NOT COVER:
F. Systems, appliances or components covered by an existing manufacturer/
distributor/ or other warranty."
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.
ORHP values Mr. [redacted] as a customer, and we hope that he realizes the value of the Plan and the many benefits it provides.
If Mr. [redacted] has any questions, please advise him to contact us at XXX-XXX-XXXX for assistance.
Sincerely,
[redacted]
Plan Compliance 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 water heater; 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.
With regard to the water damaged allegedly caused by the delay completing the service request; please refer to page 8 of the Plan titled Limitations of Liability under General Exclusions 4.D. and E. that states:
"We do not pay, nor are we liable, for secondary or consequential loss or damage;
personal or property loss or damage; or bodily injury of any kind.
We are not responsible for a Service Provider's neglect or delay; or their failure to
provide service, repair or replacement; nor are we responsible for any delay in
service or failure to provide service caused by conditions beyond our control, such
as parts on order or labor difficulties."
However, as a result of the circumstances outlined in Ms. [redacted]'s letter, ORHP has agreed as a gesture of goodwill, to refund Ms. [redacted] the $60 Trade Call Fee. Please advise Ms. [redacted] the refund has been processed, and a check will be mailed to her within the next ten business days.
We apologize 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.
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, 2014/06/30) */
Ms. [redacted]
Revdex.com
Re: Plan # XXXXXXXX
Dear Ms. [redacted],
Regarding the service request for the heat pump pool heater; 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.
I have reviewed the file that indicates ORHP was informed the pool heater was a heat pump, and not a standard gas pool heater, after the repair was completed. Had Mr. [redacted], or his out-of-network Contractor, informed us prior to initiating repairs this was a heat pump pool heater, we would have informed Mr. [redacted] the Plan specifically excludes this type of pool heater.
Please refer to page 5 of the Plan under Swimming Pool/Spa Equipment that states:
"Not Covered: ... heat pump... "
We apologize 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 additional questions, please advise him to contact us at
XXX-XXX-XXXX for assistance.
Best regards,
[redacted]
Claims Manager
Old Republic Home Protection
Initial Consumer Rebuttal /* (3000, 7, 2014/07/03) */
(The consumer indicated he/she DID NOT accept the response from the business.)
Unfortunately the issue is not what Mr. [redacted] is stating. The issue is that after a long conversation and explanation of the diagnosis of my repairs I was told a few times (3 to be specific) that I have nothing to worry about and that to go ahead and make the repairs and we will reimburse you (I'm not going to ignore the instructions that were given to me 3 separate times). Not that after you make the repairs we will further evaluate the situation and determine whether or not we will. If they do not cover specific types of water heaters or pumps shouldn't that be something you ask or clear up before you give the go ahead on repairs and reimbursements. It's like an auto insurance telling you go ahead and fix your car and we'll reimburse you and then when you're done you tell them oh well your car is a honda sorry we don't cover hondas. Once again this is a poor attempt at a resolution and a complete lack of accountability on their part. It is very poor customer service to continue to only blame your customers and it is a complete failure on old republic's part to keep a promise of services to their customer.
Final Business Response /* (4000, 9, 2014/07/07) */
Ms. [redacted],
As mentioned in our previous response, we apologize the terms and conditions of the Plan do not provide coverage in this situation. Please inform Mr. [redacted] as a matter of goodwill, ORHP will agree to reimburse him the $90 diagnosis fee quoted by his Out-0f-Network Contractor , and we will also waive deducting the $60 Trade Call Fee.
ORHP values Mr. [redacted] as a customer, and we hope to have another opportunity during the terms of his Plan to provide the service he wants and deserves.
Sincerely,
[redacted]
Claims Manager
Old Republic Home Protection
Consumer Response /* (3000, 16, 2014/08/01) */
The have still not reimbursed me what tey promised in the Revdex.com response
Business Response /* (4000, 18, 2014/08/04) */
Ms. [redacted],
Please inform Mr. [redacted] to mail me a copy of the invoice for the $90 diagnostic fee from his Out-Of-Network Contractor, and I will process the reimbursement. He can either mail the invoice to my attention at:
Old Republic Home Protection
P.O. Box 5017
San Ramon, CA XXXXX
or send a copy to the Revdex.com and you can forward it to me. Please reference Plan number XXXXXXXX if it is forward by the Revdex.com.
Please allow ten business days for the check to be mailed.
Sincerely,
[redacted]
Claims Manager
Old Republic Home Protection

Very dissatisfied with this company! It's been 2 weeks that I called in a service request and the problem is still not fixed. The service provider that Old Rep set up my service with said that I lived too far away that it was going to be hard to get someone to my area. Old Rep said they would locate another service provider but then said they couldn't find one so that it was up to me to find a provider.... ARE YOU SERIOUS.... why did I just pay you $500 for a warranty when I'm doing your job for you to find another provider????

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]'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.
I have reviewed the file and as a result of the delays providing service, ORHP has agreed as a gesture of goodwill to waive the $60 Trade Call Fee.
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, 2015/07/07) */
(The consumer indicated he/she ACCEPTED the response from the business.)
I believe waving the $60 trade call fee is a reasonable resolution as long as I am promptly reimbursed for the repairs that I'm paying out of pocket. Old Republic has authorized me to hire my own heating and air company to do the work. The technician will be here Thursday morning 7-9-15 around 8 am. I will have the technician call Old Republic to obtain approval before he makes any repairs, as they requested. My greatest concern is that they won't answer the call and delay the repair causing addition labor charges. In the event that I'm unable to get anyone on the phone Thursday morning, I intend to give the technician a go-ahead on my own. I expect Old Republic to cover the charges even if I give the authorization myself. I've gone without AC long enough. Again, and I stress, I won't do that as long as I'm able to get a hold them in advance.
I'm requesting the you keep this complaint open until repairs are made and I've received full reimbursement.

I made a service request on 6/6/2016 about the problem with my HVAC. A service order was issued. The technician came on 6/10 and looked at the unit and said the coil need to be changed and this will be done within three days. Today is 6/29/2016. Nothing is done. I don't have air condition for 23 days. Their service sucks.

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]'s letter.
ORHP, like other home warranty companies, uses Independent Network Service Providers and part suppliers to service our Plan Holders. Although efforts are made to dispatch qualified Service Providers, and to utilize part suppliers 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 my associate, Mr. [redacted] confirmed the air conditioner was repaired on June 22, 2105. If Mr. [redacted] has any questions, please advise him to contact Mr. [redacted] at XXX-XXX-XXXX ext. [redacted] for assistance.
ORHP appreciates Mr. [redacted] taking the time to provide his opinion and perspective of his service experience, which in turn, provides ORHP the opportunity to improve the service we provide to our customers.
Best regards,
[redacted]
Claims Manager
Old Republic Home Protection

Initial Business Response /* (1000, 5, 2015/02/06) */
Ms. [redacted]
Revdex.com
Re: Plan XXXXXXXX
Dear Ms. [redacted],
Regarding the service request for the microwave oven; Please refer to page 8 of the Plan titled Limitations of Liability 1.M. that states:
"This Plan does not cover:
...

N. Matching dimensions, color (including stainless steel) or brand. We are
responsible for providing installation of equipment comparable in features
(features that affect the operation of the system or appliance), capacity and
efficiency only."
According to the file, on January 28, 2014, Mr. [redacted] contacted Old Republic Home Protection (ORHP) and agreed to accept $649 as cash settlement for the replacement of the microwave oven.
My associate, Ms. [redacted], called Mr. [redacted] to discuss his service request on February 4, 2015, and he informed her that he had already purchased a new microwave oven.
Please extend our sincere apologies to Mr. [redacted] that the Plan did not provide the coverage he desires. 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 questions, please advise him to contact us at XXX-XXX-XXXX for assistance.
Sincerely,
[redacted]
Claims Manager
Old Republic Home Protection

Initial Business Response /* (1000, 5, 2015/08/10) */
Ms. [redacted]
Revdex.com
Re: XXXXXXXX
Dear Ms. [redacted],
Regarding the denial of coverage for the improperly installed gas shut off valve; I have reviewed the file that indicates as a gesture of goodwill, Old Republic Home Protection...

agreed to provide coverage and also refund the Trade Call Fee.
My associate, Ms. [redacted] has been assigned to follow up to ensure the service 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.
Sincerely,
[redacted]
Claims Manager
Old Republic Home Protection

This company is a complete scam. Our garbage disposal went out. We called them and asked if it needed to be replaced, could we pay difference of upgrade. They said no, but there was cash option, but it required tech to come out to take a look to receive. Tech came out & looked and glanced at it and said yes, needs to be replaced. Cash option was $110 minus the fee they would pay to tech ($60), so we received $50 and no service or product. Then, they billed us for the trade call of $65 as well. So, we had to pay them $15 back for no product or service received. And then we had to put in a disposal which we fully paid for that and the installation on it. We paid more than if we would have hired some directly and installed without call to ORHP. AND THE CUSTOMER SERVICE SUPERVISOR HUNG UP ON ME! If that is a warranty then nobody needs that. They are definitely out to only get your money and screw you on any "warranty". PLEASE PLEASE CONSIDER BEFORE YOUR PURCHASE. I should have come to [redacted] before I purchased. :( Don't understand how a company with this many complaints is still rated this high. :((

Initial Business Response /* (1000, 5, 2015/12/03) */
Plan XXXXXXXX
Dear Ms. [redacted],
We understand that Ms. [redacted] is dissatisfied with our decision to not renew her Plan.
In reviewing the coverage we've offered over the last year, we received $600 for the Plan fee, and paid out...

almost $1,700 in service cost, for a loss ratio in excess of 200%. For that reason, we have made the decision to not offer renewal.
We apologize for any inconvenience this [redacted] cause Ms. [redacted].
In the event Ms. [redacted] wishes to maintain her home warranty coverage, she [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.
Please be aware that we suggest that she renews with another company prior to her Old Republic Home Protection Plan expiration to reduce the potential of an increased rate or a lapse in coverage.

While our goal as an organization is to serve others with a "People Helping People" philosophy, we hope Ms. [redacted] can understand our position, and am sincerely sorry that we cannot offer a renewal for this home going forward.
Sincerely,
[redacted]
Plan Compliance Manager
Old Republic Home Protection
Initial Consumer Rebuttal /* (3000, 7, 2015/12/04) */
(The consumer indicated he/she DID NOT accept the response from the business.)
I still think that Old Republic has bad customer service.
Yes, I received a letter from Old Republic, but there was no explanation why my plan was not eligible for the renewal. I talked to the representative on the phone and I still was not provided the explanation about the reason. Why do I have to contact Revdex.com to know the reason??
People buy Home Warranty plans to use the plan when needed.
He said that "In reviewing the coverage we've offered over the last year, we received $600 for the Plan fee, and paid out almost $1,700 in service cost, for a loss ratio in excess of 200%"
When the plan was purchased I was not informed about any limitations that he is talking about above.
[redacted]

Final Business Response /* (4000, 9, 2015/12/07) */
Dear Ms. [redacted],
Please extend our apologies to Ms. [redacted] that we are unable to renew her Plan at this time, as outlined in the letter mailed to her.
Sincerely,
[redacted]
Plan Compliance Manager
Old Republic Home Protection

Complaint: [redacted]I am rejecting this response because: it was not a repair, I got a second opinion because you guys refused to send me a second opinion till the time I contacted Revdex.com. So I scheduled a second opinion my self to prove your assessment the first time was a fraud. And I was right, and by then you guys decided to send a second opinion and it showed the real reason the AC was not working, it was because normal wear and tear.Sincerely,[redacted]

Bad service.every thing you need to fix not covered by your plan .

Initial Business Response /* (1000, 5, 2014/11/12) */
Ms. [redacted]
Revdex.com
Re: Plan # XXXXXXXX
Dear Ms. [redacted],
Regarding the service request for the toilet; on behalf of Old Republic Home Protection (ORHP) and its employees, please extend our sincere apologies for the...

circumstances outlined in Mr. [redacted]' letter.
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 you provided, I have taken personal responsibility to address the issues outlined with the individual involved, ensuring she understands the result of their actions and comments.
I have reviewed the file, and since Mr. [redacted] informed us that the leak at the base of the toilet was present prior to the effective date of the Plan, coverage does not apply in accordance with the terms and conditions of the Plan.
Please refer Mr. [redacted] to page 7 of the Plan titled When You Need Us that states:
"We will provide service for covered systems or appliances which malfunction during the term of
the Plan that:
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 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 questions, please inform him to contact us at XXX-XXX-XXXX for assistance.
Best regards,
[redacted]
Claims Manager
Old Republic Home Protection

Initial Business Response /* (1000, 5, 2014/07/30) */
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.
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.
With regard to Mr. [redacted]'s request for reimbursement for the repair of his air conditioner; I have reviewed the file, and based on the circumstances outlined, Old Republic Home Protection has agreed, strictly as a matter of goodwill, to reimburse him the $257.37 cost to repair his air conditioner, less the $60 Trade Call Fee.
Please advise Mr. [redacted] the check will be processed and mailed to him within the next ten business days.
If Mr. [redacted] has any questions, please inform 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.
Sincerely,
[redacted]
Claims Manager
Old Republic Home Protection
Initial Consumer Rebuttal /* (2000, 7, 2014/08/04) */
(The consumer indicated he/she ACCEPTED the response from the business.)
Thank you for your willingness to make this situation right. I think that is a very reasonable offer and I accept your response.