Old Republic Home Protection Company, Inc.

Initial Business Response /* (1000, 5, 2014/03/14) */
Ms. [redacted]
Revdex.com
Re:Plan # XXXXXXXX
Please inform Mr. [redacted] that Old Republic Home Protection has agreed, strictly as a matter of goodwill, to waive the past due Ttade Call Fee.
If he has any questions, please inform him to...

contact me for assistance.
Sincerely,
[redacted]
Claims Manager
Old Republic Home Protection

Initial Business Response /* (1000, 5, 2015/06/19) */
Ms. [redacted]
Revdex.com
Re: Plan XXXXXXXX
Dear Ms. [redacted],
Regarding the service request for the refrigerator; I have reviewed the file that indicates my associate, Ms. [redacted] spoke with Mr. [redacted] to discuss either replacing...

the refrigerator or accepting a cash settlement. The information was emailed to Mr. [redacted] today, and when he makes a decision, please advise him to contact Ms. [redacted] at XXX-XXX-XXXX ext. [redacted] for assistance.
Sincerely,
[redacted]
Claims Manager
Old Republic Home Protection

Do not waste your money on a home warranty with this company. We purchased this house a few years ago and the sellers had this warranty on the sale and we renewed it. After reading the [redacted] site it sounds like we are not alone. We had our ac and heater serviced by the company which we pay for by a [redacted] certified reputable hvac company a couple of weeks ago as it was not cooling properly and running constantly. We have a package unit which is outdoors and contains the heater and ac unit. They told us the unit had holes in the heat exchanger which needed to be replaced and the a.c.unit needed replacing since it was falling apart add our was not worth repairing a unit way past it's expected life span. We called the manufacture of our unit and found out it was 15 years old and the unit was only warrantied to last 10 years as it sits outdoors less than 2 miles from the ocean and we were lucky it lasted 15 years. We called OHRP since we needed their contractor too come look at the unit. We live in a city with a million people and they could not get someone to come out for a week. OHRP told me they only had 2 contractors and the company they sent the claim to had rejected the call. I called the vendor and they said Ohrp had sent then 50 calls that day and they could not possibly get too all of them and that's why they rejected it. Eventually another vendor did come to our house and as many customers of OHRP HAVE said....shoddy shoddy shoddy...unheard of company...never gave us any paper work and would not let us pay him for the service call. He first told me he could not find the holes in the heat exchanger that the reputable company found...but he finally found them. He did say the ac unit was falling apart...but when he turned in whatever electronic report that we cannot get a copy of.... That he send to his primary client/source of business OHRP...he reported that the ac unit must have been damaged by cleaning. Well...of course that gets Ohrp out of paying for any repairs or replacement of the ac unit since they can blame the ac units deterioration on improper cleaning. OHRPs solution is to repair the heat exchanger but not the ac....you can only hook up one package unit to the duct work...are we supposed to live with out ac...their contractors are the cheapest they can find and they will do or say whatever benefits the insurance company. We have had several reputable [redacted] certified hvac contractors out to quote us for a new unit and all have agreed the old unit is falling apart and that it is past it's expected life span. OHRP will hire vendors that have no other business and surprise they claim maintenance caused the problem after looking at the unit for 10 minutes. This unit has been maintained twice a year for 15 years by the same reputable company that is used by many of our neighbors under two different homeowners. It's been maintained so well is been operating years past it's life expectancy. Of course OHRP says the maintenance from this large reputable company in bus for over 50 years with glowing customer reviews... caused damage to the ac unit...not our 90 percent year round humidity or the ocean a mile or two away...and 10 months a year of ac usage in 95+ degrees...nahhh...it was the improper cleaning of the unit with our garden hose.

Initial Business Response /* (1000, 5, 2014/09/11) */
Ms. [redacted]
Revdex.com
Re: Plan # XXXXXXXX
Dear Ms. [redacted],
Regarding the service request for the sewer smell upstairs; 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 and Old Republic Home Protection has dispatched a different Independent Network Service Provider to diagnose the service request.
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.
Best regards,
[redacted]
Claims Manager
Old Republic Home Protection
Initial Consumer Rebuttal /* (3000, 7, 2014/09/28) */
(The consumer indicated he/she DID NOT accept the response from the business.)
So, old republic sent out another plumber on the 11th. The plumber inspected the plumbing and said we needed to do a smoke test/open up the wall to find out he source of the leak, but it was late in the evening and he couldn't get ahold of old republic to approve the work so he would call them to get approval in the morning. The following day old republic called me and gave me the same ** excuse: "the plumber said he did not find any water leaking or evidence of a leak so we won't cover the issue". I have invoices from botg plumbers statimg they reccomend a smoketest/opening the wall to fix the leak so I informed the lady that they must have made a mistake because this is the second plumber they've sent out and the second ime they have tried to dodge paying for the repair the plumber has recommended. She said she was going to contact the plumber to double check what he said so she put me on hold. 10 min later she returned and said that the conversation with the plumber was going to take a while and she would call me back as soon as they had concluded. They must really be tired of talking as I am still waiting for a return phonecall 2 and a half weeks later
Final Business Response /* (4000, 9, 2014/09/30) */
Dear Ms. [redacted],
Please extend my sincere apology to Mr. [redacted] for the circumstances that have occurred. I have instructed American Plumbing to take whatever steps they deem necessary to determine the cause of the sewer smell; including a smoke test of the vent pipe if necessary. American Plumbing will contact Mr. [redacted] to schedule an appointment.
If Mr. [redacted] has any questions, please inform him to contact us at XXX-XXX-XXXX for assistance.
Sincerely,
[redacted]
Old Republic Home Protection

Initial Business Response /* (1000, 5, 2016/01/26) */
Ms. [redacted]
Revdex.com
Re: Plan #[redacted]

Dear Ms. [redacted],
Regarding the alleged damage caused by [redacted], the Independent Network Service Provider (INSP) dispatched by Old Republic Home Protection, during the...

installation of the new water heater on August 12, 2015; 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 INSPs 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.
Please refer to the Plan, Page 8, that states:
"General Exclusions:
D. 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.
E. We are not responsible for a Service Provider's neglect ... "
In order for a Service Provider to be in our Independent Service Provider Network, proof of General Liability Insurance (GLI) must be provided to Old Republic Home Protection, listing us as Additional Insured. In the event allegations are made against an Independent Network Service Provider for causing secondary or other damage during or after the performance of service, a claim must be filed with the appropriate GLI Company representing the Independent Network Service Provider, and settlement, if any, must be negotiated with them directly.
Please forward the following contact information for the INSP and their GLI Company to Ms. [redacted].
[redacted]
General Liability Insurance:
[redacted]Policy number: [redacted]
Effective 04/04/15
Expired 04/04/16
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

Complaint: [redacted]As previously noted, Old Republic's response is completely inadequate and rejected. 
Best,
[redacted]

Initial Business Response /* (1000, 5, 2015/07/10) */
Ms. [redacted]
Revdex.com
RE: Plan # XXXXXXXX
Dear Ms. [redacted],
Regarding the service request for the air conditioners; on behalf of Old Republic Home Protection (ORHP) and its employees, please extend our sincere apologies for...

the circumstances outlined in Mr. [redacted]'s letter.
ORHP, like other home warranty companies, uses independent network Service Providers to service our Plan Holders. Although efforts are made to dispatch qualified Service Providers that can provide quality service, occasionally circumstances occur that are unacceptable to ORHP and our Plan Holder.
I assure you, ORHP employees value the trust each of our Plan Holders place in us to resolve their service request in a timely and professional manner and when this does not occur, steps are taken to review what went wrong and implement improvement.
Based on the information Mr. [redacted] provided, I have taken personal responsibility to address the issues outlined with the Service Providers and individuals involved, ensuring they understand the result of their actions and comments.
As a result of the circumstances that occurred, and strictly as a matter of goodwill, ORHP has agreed to waive the Trade Call Fee for the service request placed on June 23, 2015.
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

We recently purchased a house and our agent bought a policy through ORHP for us. It was due to be paid for in closing. Well, 6 months have gone by and my hot water tank is leaking. I call to see if this will be covered and was asked for my policy number. After reviewing what is and is not covered with the phone rep it was determined that it should be eligible for repair/replacement. I was transferred to submit a claim. I was asked a few questions and AFTER I explained the issue I was told that the policy was never paid for and the hot water tank would NOW be considered PREEXISTING CONDITION! Apparently there was a mis-communication between my agent and escrow on how it was going to be paid for, however ORHP never emailed, called or contacted anyone about the issue, including ME. I have the receipt of the policy being ordered with my info on it. Not like they don't know where I live! Then when I call, they fail to tell me that it was not effective until after I explain the issue. They basically suckered me into telling them what was wrong so now I cannot get a new water tank. Not very ethical! My agent called right away and paid for policy but that was not good enough for ORHP. Now a 30 day wait period and no coverage for tank. Apparently they do not need his money because they would not budge even when he told them to fix this or he was going elsewhere for now on. Every house he sells gets a homeowner warranty. So needless to say we have requested an immediate refund and will buy a similar policy through someone else, hopefully a more ethical company. He will no longer be buying from this company and I will be letting anyone else that I can know to beware and steer clear of this company.

Initial Business Response /* (1000, 5, 2014/06/19) */
[redacted]
Revdex.com
Re: Plan # XXXXXXXX
Dear Ms. [redacted],
Regarding the service request for the plumbing stoppage; I have reviewed the file that indicates the plumber from Service Pros diagnosed there is a grease stoppage in the...

drain line that must be cleared with hydro jet equipment through an accessible ground level cleanout. The plumber informed us he is unable to locate an accessible ground level cleanout, and that it must be located or installed in order to complete the repair.
Please refer to page 3 of the Plan under Plumbing Coverage that states:
"Not Covered: In the event of a stoppage: access to drain lines from vent; removal of toilet; and costs to locate, access or install a ground level clean-out."
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 inform him to contact us at XXX-XXX-XXXX for assistance.
Sincerely,
[redacted]
Claims Manager
Old Republic Home Protection

Complaint: [redacted]I am rejecting this response because: old republic still has not and I'm assuming will not take accountability. They are not giving the same story as I am getting from the same contractor. At this point I will hire and apply the 500 dollars toward the 2500 dollar repair ( as per 1 of the previous contractors quote to repair) I am extremely disappointed in old republic and lost an entire summer of use at my vacation home due to their slow and poor handling of my issue. They have stretched this project and refused to take accountability of this issue since May. This will be close to 6 months, they are a very poor company and I will chalk it up as a losss in dealing with them as it seems they will not correct the damage caused by a job that should have never been done wrong in the first place. If old republic would have payed more attention to the job in the first place they wouldn't have accepted the completed work by their contractor because it was done wrong to their standards. I will start my complaint process and review process to every outlet I know of. Absolutely terrible company with zero regard for quality control and making things right on their failed projects. I will not accept anything other than this job being re- done in a professional manner. And shame on old republic for not even attempting to resolve this problem until I filed with the Revdex.com .Sincerely,[redacted]

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, 2015/07/06) */
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 accept 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.
I have reviewed the file that indicated my associate, Ms. [redacted] spoke with Ms. [redacted] and informed her that she only paid one $75 Trade Call Fee regarding her service request. In addition, Ms. [redacted] was given the option of a replacement dishwasher with comparable features, or a cash settlement of $585.90; which represented our cost to replace her dishwasher. Ms. [redacted] advised Ms. [redacted] that she already purchased a new dishwasher, and she accepted the cash settlement. A check for $585.90 has been processed and will be mailed to Ms. [redacted] within the next ten business days.
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 Consumer Rebuttal /* (2000, 8, 2015/07/12) */
(The consumer indicated he/she ACCEPTED the response from the business.)
Even though I am accepting the response from ORHP, one of the two major reasons I filed this complaint was not addressed. Information was withheld from me during the initial contact with Ms. [redacted] on July 1, 2015. She refused to tell me the amount ORHP would pay for the REPLACEMENT of the dishwasher. This was an attempt to be coerced into making an uninformed decision, in order to save ORHP money. I only had the cost of repair...which by the way was misquoted based on information from the repairman that works for ORHP. If she would have just told me the REPLACEMENT amount they would pay, perhaps this could have all been avoided. This used to be a company that was dependable and easy to deal with but that is definitely not the case anymore. They can't even spell my last name the same as shown in their response.

Initial Business Response /* (1000, 7, 2014/10/10) */
Ms. [redacted]
Revdex.com
Re: Plan # XXXXXXXX
Dear Ms. [redacted],
Regarding the denial of coverage for the drain pipe; I have reviewed the file, and according to the technician from Plumb One Plumbing Service, the drain pipe under the...

home was has separated at one of the connections, and was not the result of normal wear. In addition, he informed us that the drain pipe is not properly slopped, which will cause water to remain in the drain pipe.
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 during the term of
the Plan that:
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."
However, Old Republic Home Protection has agreed as a gesture of goodwill, to reconnect the drain pipe for Mr. [redacted], and Plumb One Plumbing Service will contact him to schedule an appointment.
If Mr. [redacted] has any questions, please inform him to contact us at XXX-XXX-XXXX for assistance.
Sincerley,
[redacted]
Claims Manager
Old Republic Home Protection

Initial Business Response /* (1000, 5, 2014/05/29) */
Ms. [redacted]
Revdex.com
Plan # XXXXXXXX
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 to Mr. [redacted] for the...

issues outlined in his letter.
Please inform Mr. [redacted] that his service request was dispatched to Northeast Florida Heating and Air (phone number XXX-XXX-XXXX), the independent network Service Provider that serviced his home [redacted] 25th.
We apologize for any delay providing service and please inform him there will not be an additional Trade Call Fee since this service was requested within the 30 day recall period.
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 Consumer Rebuttal /* (3000, 7, 2014/05/31) */
(The consumer indicated he/she DID NOT accept the response from the business.)
It's been 3 days since I received an email from Old Republic stating that NE FL Heating & Air has been advised to contact me for an appointment to fix our a/c and I we still have not heard from them. Meanwhile our a/c is only working intermittently, it's 90+ degrees out and we still have 2 senior citizens and a newborn baby in the house. When I've previously tried to get NE FL H&A to come out on a weekend, they would only do so if advised that it was an emergency so we are most likely going to have to spend the weekend hoping that the a/c will come on when we need it to or plan to spend our weekend outside of the house seeking splice from the Florida heat. Apparently, there is no accountability or follow through with Old Republic and its subcontractors.
Final Business Response /* (4000, 9, 2014/06/04) */
Dear Ms. [redacted],
Since Mr. [redacted] require a Saturday appointment, please inform Mr. [redacted] his service request has been re-dispatched to TLC Indoor Air Service (XXX-XXX-XXXX) and they will accommodate a Saturday appointment. If Mr. [redacted] has not heard from TLC today, please advise him to contact them directly for assistance.
On behalf of Old Republic Home Protection, we extend our sincere apologies for the delay.
Best regard,
[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.

Initial Business Response /* (1000, 5, 2015/09/10) */
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.
As a result of the circumstances that occurred, and strictly as a matter of goodwill, ORHP has agreed to refund the Trade Call Fee, and a check will be mailed to Ms. [redacted] within the next ten business days.
According to the file, my associate, Mr. Balagtas, is following to ensure the service request is resolved in a timely manner. If Ms. [redacted] has any questions, please advise her to contact Mr. Balagtas 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, 2014/05/16) */
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 Part Suppliers to order parts and equipment to complete covered repairs. Although efforts are made to order from qualified 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.
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.
According to your file, my associate, Ms. [redacted] spoke to Mr. [redacted] on [redacted] 9th, and she agreed, strictly as a matter of goodwill, to refund Mr. [redacted] his $75 Trade Call Fee.
If Mr. [redacted] has any questions, please inform him to contact Ms. [redacted] at XXX-XXX-XXXX ext [redacted] for assistance.
ORHP appreciates Mr. [redacted] taking the time to provide his opinion and perspective of his service experience, which in turn, provides ORHP the opportunity to improve the service we provide to our customers.
Best regards,
[redacted]
Claims Manager
Old Republic Home Protection
Initial Consumer Rebuttal /* (3000, 7, 2014/05/20) */
(The consumer indicated he/she DID NOT accept the response from the business.)
The refund of the service call is fine. There is however, no explain why as to why I was told a lie about the part for my AC.
Final Business Response /* (4000, 9, 2014/05/21) */
Ms. [redacted],
Please inform Mr. [redacted] the information he was provided was the information we received from the Supplier, and we apologize for the delays obtaining the component that was necessary to complete the repair.
Sincerely,
[redacted]
Claims Manager
Old Republic Home Protection

Initial Business Response /* (1000, 5, 2015/04/16) */
Ms. [redacted]
Revdex.com
Re: Plan XXXXXXXX
Dar Ms. [redacted],
Regarding the denial of coverage for the plumbing stoppage and heat pump; I have reviewed the file and the following is a brief summary of the service requests.
03/06/15 Plan...

becomes effective for the Plan Holder.
03/15/15 Service request: stoppage in several drains in the home.
Dispatched: Drainblaster Plumbing Service
03/16/15 The Plan Holder called Old Republic Home Protection (ORHP), and advised us that he did not hear from Drainblasters Plumbing in a timely manner to schedule an appointment, and since all the plumbing in his home was stopped up, he hired Mr. [redacted] an Outside-Of-Network Contractor (OONC), to repair the stoppage.
Although the Plan does not reimburse for unauthorized repairs, as a gesture of goodwill, ORHP agreed to discuss the diagnosis with the Plan Holders OONC.
My associate, Ms. [redacted] spoke with [redacted] from Mr. [redacted], and he informed her that he was unable to locate a ground level cleanout, and had to clear the stoppage from a roof vent.
Please refer to page 3 of the Plan under Plumbing Coverage that states:
Covered
"Drain line Stoppages which can be cleared through an accessible, existing ground
level cleanout (main line) or removable p-trap (branch line) with sewer cable; including
hydrojetting if stoppage is unable to be cleared with cable.
Not Covered: ... In the event of a stoppage: access to drain lines from vent ... and
costs to locate, access or install a ground level cleanout."
Based on the information provided by James, and the terms and conditions of the Plan, coverage was denied.
03/28/15 Service request: heat pump is blowing warm air
Dispatched: 1st Class Comfort Heating and Air
03/31/15 Status: the technician, [redacted], diagnosed the condenser wires were not connected, and the heat pump could not have been 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) 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."
04/02/15 My associate, Ms. [redacted], reviewed the file and spoke with Mr. [redacted]. She agreed to dispatch a different Independent Network Service Providers to provide a second opinion regarding the failure of the heat pump.
Dispatched: Southern Services
04/03/15 Status: the technician from Southern Services confirmed the diagnosis by 1st Class Comfort and coverage was denied.
04/07/15 Mr. [redacted] called Ms. [redacted] and advised her that he hired an OONC who believes our Service Provider's diagnosis were incorrect, and completed the repair for $189. Mr. [redacted] agreed to provide Ms. [redacted] the diagnosis and invoice for review.
As of today, Ms. [redacted] has not received the information from Mr. [redacted].
Please advise Mr. [redacted] to provide the diagnosis and invoice to Ms. [redacted] at his earliest
convenience, and if he has any questions, she can be contacted at XXX-XXX-XXXX ext. [redacted].
Sincerely,
[redacted]
Claims Manager
Old Republic Home Protection

Dear [redacted],
 
According to the file, my associate, [redacted], spoke with [redacted] on September 16, 2016 regarding his ductwork and his belief that the Service Provider has caused damage to the ducts. [redacted] advised [redacted] that the Plan does not provide coverage for consequential or secondary damage, and instructed him to contact the Service Provider directly for assistance.
 
If [redacted] still requires assistance after speaking with them, he was advised to contact [redacted] at [redacted] for assistance. In addition, as a gesture of goodwill, Old Republic Home Protection is providing [redacted] $500 toward the repair of his ducts, which represents the Plan limit for duct work repair. Please advise him that he should receive the check within 20 days.
 
Sincerely,
 
[redacted]
Plan Compliance Manager

Initial Business Response /* (1000, 5, 2014/09/16) */
Ms. [redacted]
Revdex.com
Re: Plan # XXXXXXXX
Dear Ms. [redacted],
Regarding the service request for the water heater, and the request to waive the Trade Call Fee; 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 ORHP has agreed, as a gesture of goodwill, to honor Ms. [redacted]'s request to waive the $60 Trade Call Fee.
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