Old Republic Home Protection Company, Inc.

My A/C compressor went out on Saturday night, so I called ORHP to get it fixed. We went through this about 4-5 years ago, when the compressor was also replaced by ORHP. This time they're denying the coverage, stating that it was installed incorrectly the previous time. I informed them that if that was the case, then they installed it incorrectly since it was their contractor who previously performed the work. They're denying the claim, though, since they can't find record of it in the system, or so they say. I've owned the home for nine years and have never had anyone touch the AC unit that's not a contractor from ORHP. After spending 3-4 HOURS on the phone, mostly on hold, they tell me that there's nothing they can do, and that it must have been installed incorrectly. Give me a break. They're clearly trying to squirm out of their obligation. This is a dishonest, unethical company, and I'll be sending a letter to the president of the company.

This has been the worst company I have ever done business with. They are unprofessional, talk down to their clients, deny claims for unfounded reasons, and refuse to provide any documentation to prove what they say. Tina in their authorizations department told me to get a court order when I asked for notes on my claim. I have been fighting with this company since January and they broke their obligations of my contract by making up unrelated excuses for denying my repair. But of course, good luck asking to cancel your contract when they breech their obligations. They have every excuse in the book ready to throw at you and they don't back down. Save your money and hire qualified technicians. Do not invest in their bait-and-switch tactics.

[redacted]
Revdex.com
 

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Re: Plan [redacted]
 
 
Dear [redacted],
 
Regarding the service request for the tankless water heater; I have reviewed the file that indicates the Service Provider diagnosed the circuit board for the tankless water heater failed as the result of an electrical strain on the component as the result of a lack of capacity of the existing equipment. In other words, the tankless water heater is undersized for the home. 
 
Please refer to page 8 of the Plan that states:
 
“1. GENERAL LIMITATIONS. THIS PLAN DOES NOT COVER:
 
A. System or appliance repairs, replacements or upgrades required as a result of:
 
           2. A malfunction due to lack of capacity of the existing system or appliance”
 
Please extend our apologies to [redacted] that the terms and conditions of the Plan do not provide coverage in this situation. While the intent of Old Republic Home Protection is to provide as much coverage as possible, the Plan is not all inclusive and there are limitations which are standard in the home warranty industry.
 
If [redacted] has any additional information she believes should be considered, please advise her to provide it me for review, and email it to me at [redacted]
 
 
 
Sincerely,
 
[redacted]
Plan Compliance Manager
Old Republic Home Protection

Initial Business Response /* (1000, 5, 2014/09/03) */
Ms. [redacted]
Revdex.com
Re: Plan # XXXXXXXX
Dear Ms. [redacted],
Regarding the service request for the pool motor; on behalf of Old Republic Home Protection (ORHP) and its employees, please extend our sincere apologies for the...

circumstances outlined in Mr. [redacted]'s letter.
ORHP, like other home warranty companies, uses Independent Network Service Providers to service our Plan Holders. Although efforts are made to dispatch qualified Service Providers that can provide quality service, occasionally circumstances occur that are unacceptable to ORHP and our Plan Holder.
I assure you, ORHP employees value the trust each of our Plan Holders place in us to resolve their service request in a timely and professional manner and when this does not occur, steps are taken to review what went wrong and implement improvement.
Based on the information Mr. [redacted] provided, I have taken personal responsibility to address the issues outlined with the Service Provider and individuals involved, ensuring they understand the result of their actions and comments.
I have reviewed the file and confirmed the replacement of the pool motor has been completed, and the pool equipment is operating as designed. In addition, ORHP has agreed to honor Mr. [redacted]'s request, and the Trade Call Fee has been waived.
ORHP appreciates Mr. [redacted] taking the time to provide his opinion and perspective of his service experience, which in turn, provides ORHP the opportunity to improve the service we provide to our customers.
Best regards,
[redacted]
Claims Manager
Old Republic Home Protection
Initial Consumer Rebuttal /* (2000, 7, 2014/09/11) */
(The consumer indicated he/she ACCEPTED the response from the business.)

Initial Business Response /* (1000, 5, 2014/10/01) */
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 Mr. [redacted] provided, I have taken personal responsibility to address the issues outlined with the Service Provider and individuals involved, ensuring they understand the result of their actions and comments.
I have reviewed the file and my associate, Ms. [redacted] is following to ensure the service request 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 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, 2016/01/18) */
Ms. [redacted]
Revdex.com
RE: Plan # [redacted]
Dear Ms. [redacted],
Regarding the service request for the ceiling fan; on behalf of Old Republic Home Protection (ORHP) and its employees, please extend our sincere apologies for the...

circumstances outlined in Mr. [redacted] letter.
ORHP, like other home warranty companies, uses Independent Network Service Providers to service our Plan Holders. Although efforts are made to dispatch qualified Service Providers that can provide quality service, occasionally circumstances occur that are unacceptable to ORHP and our Plan Holder.
I assure you, ORHP employees value the trust each of our Plan Holders place in us to resolve their service request in a timely and professional manner and when this does not occur, steps are taken to review what went wrong and implement improvement.
Based on the information 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 the file, my associate, Ms. [redacted], is following up to ensure the service request is resolved in a timely manner. If Mr. [redacted] has any questions, please advise him to contact Ms. [redacted] at [redacted], or contact me at Ext. [redacted].
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 Business Response /* (1000, 5, 2014/03/05) */
Ms. [redacted]
Revdex.com
RE: Plan # XXXXXXXX
Dear Ms. [redacted],
Regarding the service request for the furnace; on behalf of Old Republic Home Protection (ORHP) and its employees, please extend our sincere apologies for the...

circumstances outlined in 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 Providers and individuals involved, ensuring they understand the result of their actions and comments.
I have reviewed the file and in order to complete the installation of the new furnace, there were additional costs the Plan Holder had to pay that were not covered by the Plan. 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, there are limitations which are standard in the home warranty industry.
ORHP values Ms. [redacted] as a customer, and we hope she realizes the value of the Plan, and the many benefits it provides.
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, 2014/03/06) */
(The consumer indicated he/she DID NOT accept the response from the business.)
I do realize that all the work is done tru contractors and that my insurance does not cover the installation. That was not the problem I have with Old Republic Insurance, I feel I was mistreated because every time I would call Old Republic they would not help me with my situation. After the initial phone call on the 11th they let the case go. I called several times pleading for help and all they said was, Im sorry there is nothing we can do. I was extremely frustrated because no one would help me and I called at least 5 times. I was out of heat for 16 days and Old Republic did not stand behind their insurance and customer service. Im asking for the 710 back because I was unfaily treated and that is the least they could do to make ammends. No one should have suffered thru the cold of February like I did. It was totaly unacceptable.
Final Business Response /* (4000, 9, 2014/03/10) */
Ms. [redacted]
Revdex.com
Dear Ms. [redacted],
Please extend our sincere apologizers to Ms. [redacted] for any inconvenience as the result of the service provided by the independent network Service Provider dispatched by Old Republic Home Protection (ORHP). Since we dispatch independent companies, we have limited control regarding the service they provide, and the Plan does not cover for delays that occur.
Please refer to page 8 of the Plan titled Limitations of Liability that states:
"We are not responsible for a Contractor'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."
ORHP values Ms. [redacted] as a customer, and we hope she will realize the value of the Plan and the many benefits it provides.
If Ms. [redacted] has an additional need for service during her Plan term, please advise her to contact us at XXX-XXX-XXXX for assistance.
Sincerely,
[redacted]
Claims Manager
Old Republic Home Protection
Final Consumer Response /* (4200, 13, 2014/03/11) */
(The consumer indicated he/she DID NOT accept the response from the business.)
they didnt help me. I would never reccomend this insurance to anybody. You need to choose better contracters and need to stand behind the customer.

I would NOT recommend this Warranty business to any one. I called to find out because need service on pool, well it didn't cover underground pools, so i'm SOL with that. I called to do electrical work, apparently the type of work I needed didn't cover, then I called for my heater and apparently what it needed wasn't covered. They are out to only get your money and screw everyone else on the warranty. PLEASE PLEASE DO NOT PURCHASE. Make sure you find another warranty place that WILL help you.

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

circumstances outlined in Mr. [redacted]'s letter.
ORHP, like other home warranty companies, uses Independent Network Service Providers to service our Plan Holders. Although efforts are made to dispatch qualified Service Providers that can provide quality service, occasionally circumstances occur that are unacceptable to ORHP and our Plan Holder.
I assure you, ORHP employees value the trust each of our Plan Holders place in us to resolve their service request in a timely and professional manner and when this does not occur, steps are taken to review what went wrong and implement improvement.
Based on the information Mr. [redacted] provided, I have taken personal responsibility to address the issues outlined with the Service Provider and individuals involved, ensuring they understand the result of their actions and comments.
I have reviewed the file that indicates on November 6, 2014, ORHP agreed to replace the clothes washer, and the replacement unit was ordered from G.E. Appliances on November 7, 2014. My associate, Ms. [redacted] has spoken with Mr. [redacted], and she will follow up to ensure the service request is resolved in a timely manner.
If Mr. [redacted] has any questions or concerns, 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 Business Response /* (1000, 5, 2014/08/04) */
Ms. [redacted]
Revdex.com
Re: Plan # XXXXXXXX
Dear Ms. [redacted],
Regarding the service request for the dishwasher, refrigerator, and the reimbursement request for the garbage disposal, on behalf of Old Republic Home Protection (ORHP)...

and its employees, please extends 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.
According to file, my associate, Mr. [redacted], has left a message for Mr. [redacted], and will follow up to resolve his service requests in a timely manner.
With regard to the request for reimbursement for the replacement of the garbage disposal; I have reviewed the file, and ORHP did not receive a service request for the garbage disposal.
Please refer to page 7 of the Plan titled When You Need Us that states:
"We require you to contact us so we [redacted] have the opportunity to select a Service
Provider.
We will not reimburse you for services performed without our prior authorization."

Please inform Mr. [redacted] if he has any questions, to please 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 Consumer Rebuttal /* (3000, 7, 2014/08/08) */
(The consumer indicated he/she DID NOT accept the response from the business.)
we never filed for a garbage disposal replacement because the person we were speaking with the following Monday said they would NOT "receive it." One more thing you are good at is hiding behind your contract. It is NOT feasible to be without a kitchen sink for a dinner party much less the weekend. Another example of how you are NOT here for the client...you are only here to deny claims!
I DO NOT accept the idea that Old Republic has treated us decently in any way, shape or form. Shame on you for placing the blame on this poor guy out here who has been busting his [redacted] to try to get this stuff fixed. He has backed you guys repeatedly, but it is very obvious that you do not back him. So why is he on your approved list then? Do you routinely throw your vendors under the bus when you have a dis-satisfied client?
We have shown EXTREME patience in dealing with both Old Republic and the vendor. WE have had to reach out to Old Republic on almost every occasion. WE have had to ask what to expect and when things should be scheduled and done. Old Republic has been dragging this out for over three months and they are still willing to have us live in our new house without a fridge or dishwasher because it is not economically acceptable for them.
Here is where we are....I have requested a call back from a manager ABOVE Mr. [redacted] on more than four occasions. Two of those occasions I have not gotten a "promised" return call and two of those [redacted] has called us back....acting like all is well and wanting to try to install something else. They write down in their logs that they call, but if you don't answer and call back three times over the next two hours, they don't log that. Then, when they call you back they are like, "What?....I called you and left a message.....what?....you called back?"
I cannot express how upset and dissatisfied I am with this company and their tactics. For over three months we have had an alarm beeping at us while everything in the fridge is frozen. Really!?! They have replaced two computer boards and tons of other [redacted] and they are willing to just keep on trying as long as it doesn't put them out or cost them any more money than what we paid for the policy.
We were told the dishwasher was un-fixable over three weeks ago and have yet to receive a replacement offer for that...if you were sorry about anything, "[redacted]" you would actually do something for us.
Final Business Response /* (4000, 9, 2014/08/13) */
Ms. [redacted],
Please inform Mr. [redacted] that his service request has been assigned to a Supervisor, Ms. [redacted], and she will be in contact with him to resolve this service request.
Should Mr. [redacted] have any questions, Ms. [redacted] can be contacted at XXX-XXX-XXXX ext [redacted].
Sincerely,
[redacted]
Old Republic Home Protection

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

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, 2014/11/06) */
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.
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 on November 3, 2014, we spoke with [redacted], the
Out-Of-Network Contractor hired by Ms. [redacted], and he informed us that the water heater is approximately four years old, and the gas valve was faulty and must be replaced. His estimate to complete the repair, including his service call, was $505.
Since the water heater was repairable and did not require replacement, ORHP will agree to reimburse Ms. [redacted] the repair estimate. In addition, based on the circumstances that occurred, strictly as a matter of goodwill I have waived the $75 Trade Call Fee. Please inform Ms. [redacted] to provide me a copy of the invoice and the reimbursement will be processed within ten business days.
Please extend our appreciation to Ms. [redacted] for being a customer of ORHP the past two years, and we appreciate her 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, 2015/05/01) */
Ms. [redacted]
Revdex.com
Re: Plan XXXXXXXX
Dear Ms. [redacted],
Regarding payment of the unpaid Plan fee of $45 in lieu of reimbursing Old Republic Home Protection for service costs; I have reviewed the file and my associate, Ms. Jenkins,...

Supervisor in the Accounting Department, has contacted Ms. [redacted] to resolve the situation.
Please inform Ms. [redacted] that if she has any questions, to please contact Ms. Jenkins at
XXX-XXX-XXXX ext. 7739 for assistance.
Sincerely,
[redacted]
Claims Manager
Old Republic Home Protection

Initial Business Response /* (1000, 5, 2015/06/18) */
Ms. [redacted]
Revdex.com
Re: Plan # XXXXXXXX
Dear Ms. [redacted],
Regarding the service request for the ice maker and beverage dispenser; on behalf of Old Republic Home Protection (ORHP) and its employees, please extend our sincere...

apologies for the circumstances outlined in Ms. [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 you provided, I have taken personal responsibility to address the issues outlined with the individuals involved, ensuring they understand the result of their actions and comments.
I have reviewed the file that indicates that my associate, Ms. [redacted] has spoken with the Plan Holder and has agreed to dispatch an Independent Network Service Provider to diagnose the ice maker and ice dispenser.
If Ms. [redacted]'s has any questions, please advise her to contact Ms. [redacted] at XXX-XXX-XXXX ext. [redacted] for assistance.
Best regards,
[redacted]
Claims 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, 7, 2014/10/06) */
[redacted],
Good morning,
I'm unable to locate this person in our files based on the information she provided the Revdex.com.
Please advise and have a nice weekend.
Best regards,
[redacted]
Initial Consumer...

Rebuttal /* (3000, 9, 2014/10/17) */
This is a stall tactic!!! The policy was under my name [redacted] G. [redacted]. Policy #XXXXXXXX. They terminated our policy on 8/20/2014 with no notice. When I called to find out why, they would not give me an explanation. "[redacted]" issued the policy back in 2013. "Caressa" is the Customer Service Rep that I spoke to on 10/2/2014 who would not explain why our policy was terminated. This should be all the information Mr. [redacted] needs to locate our information. I expect to hear from you again regarding his response. Regards, [redacted] G. [redacted]
Final Business Response /* (4000, 11, 2014/10/23) */
October 20, 2014
Ms. [redacted] XXXXX
Re: Plan # XX-XXX-XXX
Revdex.com Case # XXXXXXXX
Dear Ms. [redacted],
On behalf of Old Republic Home Protection and its employees, please accept our sincere thank you for being a Plan Holder.
As you know, we concluded that your Plan was ineligible for renewal. We apologize for any inconvenience this may cause.
Please refer to Page 9 of the Plan 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 may increase upon
renewal.
We understand that you have since obtained coverage with another warranty company. We sincerely apologize for any inconvenience our decision has caused you.
Respectfully,
[redacted]
Claims Manager
Old Republic Home Protection
Final Consumer Response /* (4200, 13, 2014/10/24) */
(The consumer indicated he/she DID NOT accept the response from the business.)
Old Republic never notified us that our plan would not be renewed. We've had a huge lapse in coverage because we were not every notified that our plan was being cancelled. Once I figured out on my own that my plan was not renewed, I called and Old Republic would not give me an answer as to why it was not renewed. Bottomline...our policy was not renewed because we filed a claim in the previous year. They only want to insure people who are never going to file claims. I bought a house built in 1958 with an air conditioner that was 14 years old. I NEEDED a policy to protect me. Old Republic was just hacked off that they had to replace my air conditioner. And then they cancelled our policy. And the following statement: "We understand that you have since obtained coverage with another warranty company" is completely false and none of their business. Again, only purchase a policy from Old Republic if you are sure you are never going to need it because if you file a claim, you will be dropped. Worthless company, and [redacted] is a useless manager. I encourage the public to find other options. [redacted] H.

Initial Business Response /* (1000, 5, 2014/12/03) */
Ms. [redacted]
Revdex.com
Re: Plan XXXXXXXX
Dear Ms. [redacted],
Regarding the service request for the furnace; I have reviewed the file that indicates the technician from A- Advanced Home Services diagnosed that the failure was due to...

secondary damage caused by water that had leaked onto the furnace control board.
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:
C) Have become inoperable due to normal wear and use, rust, corrosion, and chemical or
sediment build-up after the effective date of coverage."

Please extend our apologies to Ms. [redacted] that the terms and conditions of the Plan do not provide coverage in this situation. While the intent of Old Republic Home Protection (ORHP) is to provide as much coverage as possible, the Plan is not all inclusive and there are limitations which are standard in the home warranty industry. If Ms. [redacted] still wishes to cancel her Plan, please inform her to mail a written request to ORHP, or fax the request to XXX-XXX-XXXX, and the Plan will be cancelled in accordance with the terms and conditions of the Plan.
If Ms. [redacted] has any questions, please advise her to contact us at XXX-XXX-XXXX for assistance.
Sincerely,
[redacted]
Claims Manager
Old Republic Home Protection
Initial Consumer Rebuttal /* (3000, 7, 2014/12/04) */
(The consumer indicated he/she DID NOT accept the response from the business.)
It was normal wear and tear never provided me in writing that is the just they declined to fix
Final Business Response /* (4000, 9, 2014/12/05) */
[redacted],
Please inform Ms. [redacted] that per her request, we will mail her a written letter of denial for her records, that will indicate the service was denied, based on the Independent Network Service Provider's diagnosis, that the failure was not the result of normal wear. If she has any additional questions, please inform her to contact us at XXX-XXX-XXXX for assistance. She should receive the letter within two weeks. .
Best regards,
[redacted]
Claims Manager
Final Consumer Response /* (4200, 11, 2014/12/08) */
(The consumer indicated he/she DID NOT accept the response from the business.)
I would like to get the full perineum amount and the service fee.
Already I wrote letter for Old republic for refund.

Initial Business Response /* (1000, 5, 2015/07/30) */
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.
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.
I have reviewed the file that indicates the service request was transferred to Cowtown Refrigeration & Air to repair the air conditioner, and I will follow up to ensure the service request is resolved in a timely manner.
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, 2014/06/27) */
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 Provider and individuals involved, ensuring they understand the result of their actions and comments.
According to the file, my associate, Ms. [redacted], has spoken with Ms. [redacted], and will follow up to ensure the service request is resolved in a timely manner.
If Ms. [redacted] has any questions, please inform her to contact Ms. [redacted] at XXX-XXX-XXXX ext. [redacted] for assistance.
ORHP appreciates Ms. [redacted] taking the time to provide her opinion and perspective of her service experience, which in turn, provides ORHP the opportunity to improve the service we provide to our customers.
Best regards,
[redacted]
Claims Manager
Old Republic Home Protection
Initial Consumer Rebuttal /* (2000, 7, 2014/06/30) */
(The consumer indicated he/she ACCEPTED the response from the business.)
Old Republic is sending out a reputable company to finish the job. Very pleased how Ms. [redacted] handled the situation and her customer service was excellent.