Old Republic Home Protection Company, Inc.

Initial Business Response /* (1000, 5, 2016/01/26) */
Ms***
Revdex.com
Re: Plan ***
Dear Ms***,
Regarding the denial of coverage for the air conditioner compressor; I have reviewed the file that indicates the Service Provider diagnosed that the compressor, located
inside the condenser, had failed and that it was still under manufacturer's warranty
Please refer to page of the Plan that states:
"GENERAL LIMITATIONSTHIS PLAN DOES NOT COVER:
FSystems, appliances or components covered by an existing manufacturer/
distributor/ or other warranty."
Since the air conditioner and compressor are under a manufacturer warranty, the Plan does not provide coverage for the costs of the material or labor necessary to complete the repair
Please extend our sincere apologies to Ms.*** that the terms and conditions of the Plan do not provide coverage in this situationWhile 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
ORHP appreciates Ms.*** 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,
***
Plan Compliance Manager
Old Republic Home Protection

Initial Business Response /* (1000, 5, 2015/10/07) */
Ms*** ***
Revdex.com
Re: Plan XXXXXXXX
Dear Ms***,
Regarding the Plan fee and the service request for the electrical system; according to the file, on February 2, 2105, *** from Real Estate Closing Solutions
ordered a Standard Plan (home under 5,sqfeet) with Platinum Protection for a Plan fee of $The Plan fee was paid and the Declaration Sheet issued
After the service request was placed for Ms***'s electrical system, it was discovered that the home is in excess of 5,sqftThe Plan fee for a home 5,sqftor over (with Platinum Protection) is $1,
Please refer to page of the Plan that states:
"We provide coverage for single family residential-use resale and new construction homes less than 5,sqft., unless amended by us prior to the effective date of coverageResale and New Construction homes 5,sqftor more, multiple units, mother-in-law-units, guest houses, casitas, and other structures are covered if appropriate fee is paidPlease call for quote."
Please advise Ms*** to contact us at XXX-XXX-XXXX Ext*** to pay the additional Plan fee of $in order to continue coverage in accordance with the terms of the PlanOnce the additional Plan fee is paid, ORHP will complete the outstanding requestsThis fee must be paid by October 29, or it will be presumed she is no longer interested in coverage, and the Plan will be cancelled for non-payment of premium
Sincerely,
*** ***
Plan Compliance Manager
Old Republic Home Protection
cc: Ms*** via email

I bought the basic plan with ORH - big mistake but I am not sure it would have been any better with the more expensive plans Our stove broke last year in early October, it was warranted, but did not get fixed until Early DecemberWe could our thanksgiving dinner with our microwave I have called on other issues all of which were excludedrecently the drain hose on the dishwasher leakedIt has been days sine the service call and it is still not fixedand no, they did not warranty the water damage to to the floorAVOID OLD REPUBLIC HOME WARRANTIES AT ALL COSTTHEY ARE A WASTE OF YOUR MONEY!!!

Initial Business Response /* (1000, 5, 2014/11/05) */
Ms*** ***
Revdex.com
Re: Plan # XXXXXXXX
Dear Ms***,
Regarding the service request for the microwave oven; on behalf of Old Republic Home Protection (ORHP) and its employees, please accept our sincere apologies for the
circumstances outlined in Ms***'s letter
I have reviewed the file, and my associate, Ms***, has been assigned to contact Ms*** to resolve her service request
If Ms*** has any questions, please inform her to contact Ms*** at XXX-XXX-XXXX ext*** for assistance
Best regards,
*** ***
Claims Manager
Old Republic Home Protection
Initial Consumer Rebuttal /* (3000, 7, 2014/11/06) */
(The consumer indicated he/she DID NOT accept the response from the business.)
I spoke with Ms*** and all she had to say was "sorry but the ants didn't come from them
Final Business Response /* (4000, 9, 2014/11/10) */
Dear Ms***,
Regarding the new microwave oven and the ants; I have reviewed the file and confirmed with the installer of the microwave, that the new General Electric microwave oven was replaced on October 22, 2014, and there was no indication that there were ants inside the new microwave ovenHad ants been present when the new microwave oven was removed from the, they would have been seen prior to November 2, when Ms*** informed us she saw ants in her microwave oven
Please inform Ms*** we apologize that we are unable to assist her with this situation
Sincerely,
*** ***
Claims Manager
Old Republic Home Protection

Initial Business Response /* (1000, 9, 2015/02/16) */
Ms*** ***
Revdex.com
Re: Plan XXXXXXXX
Dear Ms***,
Regarding the service request for the electrical system; I have reviewed the file, and the Independent Network Service Provider dispatched by Old Republic Home Protection
(ORHP) diagnosed that the wrong type of bus bar was installed on the electrical panel, which has resulted in the intermittent loss of power in the home
Please refer to page of the Plan titled Limitations of Liability under General Limitations 1.Ethat states:
"This Plan does not cover:
EImproper repair/installation/modification of the covered item."
We apologize the terms and conditions of the Plan do not provide coverage in this situationWhile 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*** has additional information he believes should be considered, please inform him to provide it to me for review
Sincerely,
*** ***
Claims Manager
Old Republic Home Protection

Initial Business Response /* (1000, 6, 2014/12/10) */
Ms*** ***
Revdex.com
Re: Plan XXXXXXXX
Dear Ms***,
Regarding the salt water system; I have reviewed the file and my associate, Ms*** has spoken with Mr***, and agreed to dispatch a different Independent Network
Service Provider to provide a second opinion regarding the failure of the salt water system
If Mr*** has any questions, please inform him to contact Ms*** at XXX-XXX-XXXX extfor assistance
Sincerely,
*** ***
Claims Manager
Old Republic Home Protection
Initial Consumer Rebuttal /* (3000, 8, 2014/12/15) */
(The consumer indicated he/she DID NOT accept the response from the business.)
As per the direction of Mr***, I spoke with Ms*** and agreed to have a second contractor come investigate the situationI spoke with Ms*** at length about the unresolved issue on Friday, and she informed me that if this second contractor was not able to determine when the supposed failure occurred, then Old Republic would have to honor the claim for replacementI met with the subcontractor and again followed up with the gentleman on The subcontractor informed me that he was not able to make the necessary determination and that he advised Old Republic accordinglyI again, received a call from ORHP on with another denial of the claim, inconsistent with their previous advisementORHP has acted unethically and continues to engage in circumlocution to avoid making the necessary repairs
Final Business Response /* (4000, 10, 2014/12/18) */
Dear Ms***,
Regarding the service request for the salt water cell; I have reviewed the file and my associate, Ms*** has left a message for Mr*** to discuss coverage for the repair of his salt water cell, and to resolve the service request
Please advise Mr*** to contact Ms*** at XXX-XXX-XXXX ext*** at his convenience
Sincerely,
*** ***
Claims Manager
Old Republic Home Protection

Initial Business Response /* (1000, 5, 2015/07/23) */
Ms*** ***
Revdex.com
Re: Plan XXXXXXXX
Dear Ms***,
Regarding the service request for the dishwasher; please extend my sincere apologies for the circumstances outlined in Ms***'s letterI reviewed the file that
indicates we have photos of the dishwasher and model number that she provided, but did not receive a copy of the repair invoicePlease advise Ms*** to mail me a legible copy of the invoice and I will process it for reimbursementMail the information to my attention to:
Old Republic Home Protection
P.OBox
San Ramon, CA XXXXX
Please advise her to references her Plan number on the invoice, and I will process and reimburse for covered repairsShe will receive the reimbursement within ten business days
Sincerely,
*** ***
Claims Manager
Old Republic Home Protection
Initial Consumer Rebuttal /* (2000, 7, 2015/07/29) */
(The consumer indicated he/she ACCEPTED the response from the business.)
Looking back over my sent emails, I see that the receipt was sent to the wrong email addressThat is my fault and I apologizeHowever, I would like for someone to follow up to make sure that it was receivedI sent it just now to ***@orhp.comI had incorrectly sent it to ***@orhp.comI suggest that Old Republic train their phone operators to respond better because I had called in several times and when I complained that I had not been refunded, they never once told me that they had not received the receiptThey only said they would 'look into it', but then never contacted me again
Final Consumer Response /* (3000, 12, 2015/08/17) */
I've still not received a check from Old Republic, and they have not acknowledged that they have received an email copy of the repair receiptThis complaint should not yet be closed until I've been refunded
Final Business Response /* (4000, 14, 2015/08/18) */
Ms***,
Please advise Ms*** the check was mailed to her on August 5, If she has not received the check, please advise her to contact our Accounting Department at XXX-XXX-XXXX for assistance
Sincerely,
*** ***
Claims Manager
Old Republic Home Protection

Initial Business Response /* (1000, 5, 2014/08/08) */
Ms*** ***
Revdex.com
Re: Plan XXXXXXXX
Dear Ms***,
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***'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 August 6th, 2014, ORHP determined the components necessary to repair the refrigerator are available, and will be delivered by the parts supplier within ten days from the date they are orderedAs an alternative to ordering the components, my associate, Mr***, spoke with Mr*** on August 7th, 2014, and provided him the option of accepting a cash settlement representing our cost for the repair ($514.30), plus ORHP agreed, as a matter of goodwill, to provide Mr*** an additional $185.70; Mr*** agreed to the cash settlement of $700, and a check will be mailed to him within the next ten business days
ORHP appreciates Mr*** 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,
*** ***
Claims Manager
Old Republic Home Protection

Initial Business Response /* (1000, 5, 2015/04/15) */
Plan XXXXXXXX
Dear Ms***,
Regarding the service request for the pool filter; I have reviewed the file that indicates the repair was authorized and will be completed by Allstate ConstructionIf Mr*** has any questions,
please advise him to contact us at XXX-XXX-XXXX for assistance
Sincerely,
*** ***
Claims Manager
Old Republic Home Protection
Initial Consumer Rebuttal /* (3000, 7, 2015/04/16) */
(The consumer indicated he/she DID NOT accept the response from the business.)
They have been contacted on at least 3-occasions since then, requiring each time 30-minutes of hold time prior to getting an answerEach time I am told the same thing, similiar to this gentlemans short and indirect response"We'll do a recall and request the vendor come back." Yet again Old Republic is demonstrating their hope to "wish away" their responsiblity by short indirect replys to a direct and real concernI request that actually REVIEW my FILE and consider how they would feel and how they would respond had this been their own home and a company, such as Old Republic, sent a vender who left his property in shamblesI have photos if Old Republic cared enough to ever ask for them
Final Business Response /* (4000, 10, 2015/04/17) */
Dear Ms***,
Regarding the service request for the pool filter; on behalf of Old Republic Home Protection (ORHP) and its employees, please extend our sincere apologies for the circumstances outlined in Mr***'s letter
ORHP, like other home warranty companies, uses Independent Network Service Providers to service our Plan HoldersAlthough 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*** 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, Allstate Construction has been authorized to complete the repair of the pool filterIf Mr*** has not heard from Allstate Construction to schedule an appointment, please advise him to contact them at XXX-XXX-XXXX for assistance
ORHP appreciates Mr*** 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,
*** ***
Claims Manager
Old Republic Home Protection

Initial Business Response /* (1000, 5, 2015/07/21) */
Ms*** ***
Revdex.com
Re: Plan XXXXXXXX
Dear Ms***,
Regarding the service request for the air conditioner; I have reviewed the file and according to Decker and Mattison Co, the compressor, located inside the condenser, has
failed and must be replacedThe technician has assured Old Republic Home Protection that once the compressor is replaced, the air conditioner will operate as designed
If MsMall has any questions, please advise her to contact me at her convenience
Sincerely,
*** ***
Claims Manager
Old Republic Home Protection
Initial Consumer Rebuttal /* (3000, 7, 2015/07/25) */
(The consumer indicated he/she DID NOT accept the response from the business.)
Decker and Mattisin did say if the condenser was replaced the ac would operate fairly for short timeThey said it would be like a bandaid and they did not recommend just replacing condenserEven though the ac *** operate for short time with new condenser, it would not operate correctly and would not be like before as it would not have correctly matched ac and condensor
I have tried to talk with you regarding this concern and we were unable to resolve this fairlyThat is why I made the complaint with the Revdex.com
Final Business Response /* (4000, 10, 2015/07/28) */
Dear Ms***,
Please extend our sincere apology if there was a mis-understanding with the Service Provider, Decker and Mattison (DM)We spoke with *** from DM, and he assured us that replacing the compressor was a viable repair, and the new compressor would be a proper match with the existing condenser
If Ms*** has any questions, please advise her to contact *** at Decker and Mattison for assistance
Sincerely,
*** ***
Claims Manager
Old Republic Home Protection
Final Consumer Response /* (4200, 12, 2015/08/03) */
(The consumer indicated he/she DID NOT accept the response from the business.)
There was absolutely no misunderstandingThe service tech provided the info to us that the entire ac needed to be replaced to work properlyThe owner of Decker Mattison, ***, was made aware of this as well*** advised he had told Old Republic that the AC needed replaced, but they refused and only wanted to replace condenser.the tech told us the whole unit needed replaced and this was witnessed by myself, my son, the neighbor, and my husbandI understand Decker Mattison must protect their relationship with Old Republic, but why would Old Republic question Decker Mattison recommendation, when they are their expertIt was a save money thing at the expense of the consumerYes the technician said a new compressor woud probably get the ac going long enough to get thru the warranty, but he said it was a temoorary fixThis is ver poor customer serviceI would hope the owner of Decker Mattison question this tech again about his recommendation and our conversations

Initial Business Response /* (1000, 5, 2014/09/15) */
Ms*** ***
Revdex.com
Re: Plan # XXXXXXXX
Dear Ms***,
Regarding the service request for the shower valve; on behalf of Old Republic Home Protection (ORHP) and its employees, please extend our sincere apologies for the
circumstances outlined in Ms***' letter
ORHP, like other home warranty companies, uses Independent Network Service Providers to service our Plan HoldersAlthough 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*** 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, Fast Plumbing & Drains has scheduled an appointment with Ms*** to install a Moen shower valve
If Ms*** has any questions, please inform her to contact us at XXX-XXX-XXXX for assistance
ORHP appreciates Ms*** 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,
*** ***
Claims Manager
Old Republic Home Protection
Initial Consumer Rebuttal /* (2000, 7, 2014/09/17) */
The plumber, Fast Plumbing and Drains and Old Republic has resolved these issues to our satisfaction, so no further action is needed
Thanks,
*** ***
________________________________________

Initial Business Response /* (1000, 5, 2015/11/17) */
Ms*** ***
Revdex.com
Re: Plan XXXXXXXX
Dear Ms***,
Regarding the denial of coverage for the HVAC system; I reviewed the file that indicates on November 16, 2015, my associate, Ms.***, spoke with Ms*** and advised
her that Old Republic Home Protection agreed, strictly as a matter of goodwill, to provide her $toward the repair
I have confirmed a check for $has been processed, and Ms*** should receive the check within days
If Ms*** has any questions, please advise her to contact Ms.*** at XXX-XXX-XXXX Ext*** for assistance
Sincerely,
*** ***
Plan Compliance Manager
Old Republic Home Protection
Initial Consumer Rebuttal /* (3000, 7, 2015/11/18) */
(The consumer indicated he/she DID NOT accept the response from the business.)
I did not agree to accept the checkI told your company that I would get back with you with my decision$is far from the cost of replacement of the unitThe check will not be cashed as this matter is not closedIf your company would do the right thing per your policy, and meet me even halfway with the cost, I would be more than satisfiedHowever, as you continue to try to bully me into dropping this matter that you should rightly approve, I will be seeking arbitration through small claims court
Final Business Response /* (4000, 9, 2015/11/20) */
Ms***,
Regarding the service request for the furnace; I reviewed the file and my associate, Ms.*** spoke with the Plan Holder today, and is following up to schedule a network Service Provider to return to the property and provide Old Republic Home Protection an estimate for the repair or replacement of the furnaceIf Ms*** has any questions, please advise her to contact Ms.*** at XXX-XXX-XXXX Ext*** for assistance
Sincerely,
*** ***
Plan Compliance Manager
Old Republic Home Protection

Initial Business Response /* (1000, 5, 2015/10/28) */
Ms*** ***
Revdex.com
RE: Plan # XXXXXXXX
Dear Ms***,
Regarding the service request for the well pump; on behalf of Old Republic Home Protection (ORHP) and its employees, please extend our sincere apologies for the
circumstances outlined in Mr***'s letter
ORHP, like other home warranty companies, uses Independent Network Service Providers to service our Plan HoldersAlthough 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***, has been assigned to follow up to ensure the service request is resolved in a timely mannerIf Mr*** has any questions, please advise him to contact Ms*** at XXX-XXX-XXXX Ext*** for assistance
ORHP appreciates Mr*** 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,
*** ***
Plan Compliance Manager
Old Republic Home Protection

I bought a home and a couple days after I moved in my A/C stopped workingI called Old Republic Home Protection and they sent someone out to inspect itThe man tested it and said he would order a second test on the ducts because he was unable to find the leakAfter a whole week and in the middle of summer with temperatures reaching up to 95° inside the house, Old Republic never called us backI tried calling them and not only did I have to be put on hold for minutes but they would also transfer me to a voicemail and I could never talk to anyone for an update on my service statusHowever, I was charged $for the inspector to come out and my service was still denied at last

Initial Business Response /* (1000, 5, 2015/10/30) */
Ms*** ***
Revdex.com
Plan XXXXXXXX
Dear Ms***,
Regarding the request from Mr*** to replace his dishwasher motor/pump; I have reviewed the file that indicates the technician from S & S Appliance repaired the
motor/pump and the dishwasher is operating as designed
Please refer to page of the Plan that states:
"We have the sole right to determine whether a covered system, appliance or component will
be repaired or replaced."
Please extend our apology that the terms and conditions of the Plan did not provide coverage for the replacement of the dishwasher motor/pump at this timeWhile 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
All repairs are guaranteed for days after the service is completed for no additional Trade Call FeeIf Mr*** has a need for service to his dishwasher, please advise him to contact us at XXX-XXX-XXXX for assistance
Sincerely,
*** ***
Plan Compliance Manager
Old Republic Home Protection
Initial Consumer Rebuttal /* (3000, 7, 2015/11/03) */
(The consumer indicated he/she DID NOT accept the response from the business.)
There was no repair to my Dishwasher, the S&S techdid a shade tree fix and got it working after he found the motor/pump locked upI do not except Mr*** explanation for a temporary fixI was in the military for years, most of that time I worked aircraft maintenance, when a part starts to fail it's just a matter of time before it completely failsEnjoy my $gift
Final Business Response /* (4000, 9, 2015/11/04) */
Dear Ms***,
If Mr***'s dishwasher malfunctions during the term of his Plan, please advise Mr*** to contact me and I'll dispatch a network Service Provider and waive the Trade Call Fee
Sincerely,
*** ***
Plan Compliance Manager
Old Republic Home Protection
Final Consumer Response /* (2000, 11, 2015/11/05) */
(The consumer indicated he/she ACCEPTED the response from the business.)
I will accept Mr***'s offer but it still was not right for S&S Appliance service not to replace the malfunctioning motor/pump

Company takes your money but any time you have an issue they want to try and find loop holes to not repair stuffSearch around for a good home warranty company

Initial Business Response /* (1000, 6, 2014/07/31) */
Ms***
Revdex.com
Re: Plan XXXXXXXX
Dear Ms***,
Regarding Ms***'s request for reimbursement of all Trade Call Fees for service requests; please refer Ms*** to page of the Plan titled When You Need Us that
states:
"You are responsible to pay a TRADE (SERVICE) CALL FEE (TCF) when the Service Provider arrives at your homeThe TCF (or the actual cost of service, whichever is less) is due for each dispatched service request by trade (plumbing, electrical, appliance, heating/air conditioning, etc.)Service work is guaranteed for daysThe TCF is due whether service is covered or deniedEssentially, when we incur a cost of service, you are responsible for a TCF."
Please extend our apology to Ms*** that the terms and conditions of the Plan did not provide coverage for these service requestsWhile 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
With regard to Ms***'s request to cancel her Plan; based on the terms of cancellation outlined on page of the Plan, there is no refund due to her at this timeProcessing Ms***'s request would cancel her coverage with no resulting refund; therefore, we have left her Plan in effect
If Ms*** has any questions, please inform her to contact us at XXX-XXX-XXXX for assistance
Sincerely,
*** ***
Claims Manager
Old Republic Home Protection
Initial Consumer Rebuttal /* (3000, 9, 2014/08/05) */
The company sent out a plumer at no charge to fix the problemSo far so good, but we will see
Thank you for all your help
*** ***
Final Business Response /* (4000, 11, 2014/08/08) */
***,
Looks like the PH is satisfied with the end result (see Plan Holder's response)
Best regards,
*** ***

Initial Business Response /* (1000, 5, 2014/07/24) */
MsThomas
Revdex.com
Re: Plan XXXXXXXX
Dear Ms***,
Regarding the service quest for the pool/spa equipment; I have reviewed the file and both Independent Network Service Providers dispatched by Old Republic Home Protection (ORHP)
diagnosed the component that has failed is part of the remote computerized control board for the equipment
Please refer to page of the Plan under Swimming Pool/Spa Equipment that states:
Not Covered: Remote control panel and switches
We apologize the terms and conditions of the Plan do not provide coverage in this situationWhile 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
Please inform Mr*** if he has any additional information he believes should be considered, to please forward it to me for review
Sincerely,
*** ***
Claims Manager
Old Republic Home Protection
Initial Consumer Rebuttal /* (3000, 7, 2014/07/25) */
(The consumer indicated he/she DID NOT accept the response from the business.)
The Home Protection was sold without the insurance company knowing what they were coveringThey should know more detail on what is being covered in the home for the policy they are selling ex; Brand, Make, Model, Year, of appliances, pool, accessories,age of roof, plumbing, home build type to inform the homeowner of applicable coverage and not "hide" the exclusions somewhere else in the declarationsThe second technician never inspected the failed timer assembly, he diagnosed it over the phoneThe pool / spa and blower timer are in fact connected to a circuit board and not a remote control panel as they continue to state their reason for denial, the technicians are not describing the component correctlyI have a Pentair XL-with a Compool part # XXXXX timer circuit boardThe stipulation they are using for denial from page section 1.j that it is an "electronic system" could be said of nearly every item in my or your home; stove, refrigerator, microwave, HVAC, hot water heater, etcI would like to cancel my policy with a full refund because I can see ORHP using this same clause for any other needed repairs of the above mentioned devices should they ever need repairTheir practices are devious and misleadingRegards, *** ***
Final Business Response /* (4000, 21, 2014/08/07) */
Dear Ms ***,
Please extend our sincere apologies for the circumstances that occurred
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
ORHP appreciates Mr*** 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,
*** ***
Claims Manager
Old Republic Home Protection
Final Consumer Response /* (4200, 11, 2014/07/30) */
(The consumer indicated he/she DID NOT accept the response from the business.)
The control panel being referenced by the technicians is a Pentair "EasyTouch" control panelI DO NOT have this panel, I have a "Compool" LXby Pentair which is not computerized but it is no longer available and an upgrade to the "EasyTouch" is their recommendation (pictures available)I would prefer to know what the refund amount is since that is quite ambiguous as is the rest of the policy

Initial Business Response /* (1000, 5, 2014/05/23) */
*** 23,
Ms*** ***
Revdex.com
Re: Plan # XXXXXXXX
Dear Ms***,
Regarding the service request for the roof leak; on behalf of Old Republic Home Protection (ORHP) and its employees, please extend our sincere
apologies for the circumstances outlined in Ms***' 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 reviewed Ms***' file and confirmed that Paragon Roofing diagnosed and found the scupper on the roof was not draining properly, which resulted in the roof leak
Please refer to page of the Plan under Limited Roof Leak Repair that states:
"Not Covered: scuppers ..."
We apologize the terms and conditions of the Plan do not provide coverage in this situationWhile the intent of ORHP is to cover as much as possible, the Plan is not all inclusive and there are limitations which are standard in the home warranty industry
If Ms*** has any additional questions, please inform her to contact me at her convenience
ORHP appreciates Ms*** 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,
*** ***
Claims Manager
Old Republic Home Protection
Initial Consumer Rebuttal /* (3000, 7, 2014/05/27) */
Good Morning Ms***,
I am in receipt of the following correspondence (see below) from Revdex.com in connection with the above-referenced complaint
While I will be responding to ORHP's response using the directions that you provided, the system does not provide a means to transmit any documentation that I have related to my complaintThe roof issue that ORHP responded to, which regrettably was insufficient in addressing that issue, also failed to even mention any of the other issues highlighted in my complaintSuffice it to say, I do not accept their response in any way
Please let me know how I may attach my documentation to this complaint electronicallyI want the public to know how ORHP treats its customers
Please let me know if you have any questions or concernsThanking you in advance!
Have a great and productive day!
*** A***, M.P.A
Final Business Response /* (4000, 9, 2014/05/28) */
Ms***,
Please inform Ms***, that Old Republic Home Protection takes her comments and perception of the service she received seriously, and I am open to review any additional information she can provide me in order to complete a review of her file, and the service requests she has placed with ORHP
ORHP, like other home warranty companies, uses independent network Service Providers to service our Plan HoldersAlthough 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, any information provided that supports that an independent network Service Providers has not provided the level of service our Plan Holder wants and deserves, is reviewed and addressed by our Contractor Relations Department with the Service Provider
As mentioned in our previous response, we apologize the terms and conditions of the Plan did not provide coverage for all the costs regarding service requests placedAnd while our intent 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
Sincerely,
*** ***
Claims Manager
Old Republic Home Protection
Final Consumer Response /* (4200, 11, 2014/06/08) */
(The consumer indicated he/she DID NOT accept the response from the business.)
This response from ORHP fails to address any of the numerous concerns outlined in my complaint (including my cancellation and reimbursement of plan premiums as I'm still being charged) and fails to provide any meaningful resolution to my complaint and for that reason it is unsatisfactory to meI've reviewed the policy several times, and the reasons that they've cited for refusing to honor the reimbursement fall short of the exclusions outlined in the policyFurther, their independent network of Service Providers, as mentioned previously, are faulty and dishonest, as wellI've identified this fact to ORHP on numerous occasions and for Mr*** to insist that they take their customers' comments and perception seriously while offering nothing more that platitudes is abhorrentI would like to attach further documentation to substantiate my complaint, including the contracted coverages and exclusions, for the public to be made aware of the way in which ORHP conducts business and to beware ORHP fraudulent business practices, before I move my complaint to the CA Department of InsurancePlease tell me how I can achieve this, particularly as Mr*** insists that he is open to reviewing any additional information that I have

Initial Business Response /* (1000, 5, 2015/04/30) */
Ms*** ***
Revdex.com
Re: Plan # XXXXXXXX
Dear Ms***,
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***'s letter
ORHP, like other home warranty companies, uses Independent Suppliers to order parts required to complete covered repairsAlthough efforts are made to utilize suppliers that can provide quality service, occasionally there are delays obtaining parts which are unacceptable to ORHP and our Plan Holder
I assure you, ORHP employees value the trust each of our Plan Holders place in us to resolve their service request in a timely and professional manner and when this does not occur, steps are taken to review what went wrong and implement improvement
According to the file, my associate, Ms***, has been assigned to follow up and ensure the service request is resolved in a timely mannerIf Mr*** has any questions, please advise him to contact Ms*** at XXX-XXX-XXXX ext*** for assistance
ORHP appreciates Mr*** 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,
*** ***
Claims Manager
Old Republic Home Protection
Initial Consumer Rebuttal /* (3000, 11, 2015/06/23) */
Have not fixed air conditioner under warrantyTrying for a monthdegrees outside
I have had nothing but problems with this companyTwo months ago my stove went outThey never fixed itAfter weeks of eating out, and after I filed a formal complaint with your office, they reimbursed me for the cost of the stove
About a month ago, my air conditioner went badI have the register set on but the thermometer reading indicates it is in my home
They sent out a contractor, Solution AirI was ripped off by their first person who told me that it would work fine if it was cleaned but that it leaked FreonHe put Freon in, but charged me $rather than the usual $deductible because the cleaning is not covered under the warrantyHe left and my thermometer still reads degrees
I called Old Republic who sent out another Solution Air personHe also said that it was leaking Freon and that it is a very old unit (or years old?)He put in pounds of Freon
He also said that we needed an attic fanThe attic fan, of course, is not covered
My thermometer still reads degrees
I spoke with *** at Old Republic who said that Old Republic would be back to me with a monetary settlementHowever, instead I got a call from *** who went right back to the company line of this being my fault because I do not have an attic fan
It is obvious given my two experiences in the last few months that Old Republic just takes the warranty money and says and does anything possible to avoid paying for or fixing broken items covered by the warranty
There are multiple on-line complaints that confirm my theory
Final Business Response /* (4000, 13, 2015/06/24) */
Ms*** ***
Revdex.com
Re: Plan # XXXXXXXX
Dear Ms***,
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***'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
According to the file, ORHP has dispatched a different Independent Network Service Provider to diagnose the air conditioner, and my associate, Ms***, has been assigned to follow up and will contact Mr*** to discuss their diagnosis
If Mr*** has any questions, please advise him to contact Ms*** at XXX-XXX-XXXX ext***
Best regards,
*** ***
Claims Manager
Old Republic Home Protection
Final Consumer Response /* (4200, 20, 2015/07/14) */
I have had nothing but problems with this companyTwo months ago my stove went outThey never fixed itAfter weeks of eating out, and after I filed a formal complaint with the CA Insurance Commissioners office, they reimbursed me for the cost of the stove
About a month ago, my air conditioner went badI have the register set on but the thermometer reading indicates it is in my homeThey sent out a contractor, Solution AirI was ripped off by their first person who told me that it would work fine if it was cleaned but that it leaked FreonHe put Freon in, but charged me $rather than the usual $deductible because the cleaning is not covered under the warrantyHe left and my thermometer still reads degrees
I called Old Republic who sent out another Solution Air personHe also said that it was leaking Freon and that it is a very old unit (or years old?)He put in pounds of FreonHe also said that we needed an attic fanThe attic fan, of course, is not coveredMy thermometer still reads degreesI spoke with *** at Old Republic who said that Old Republic would be back to me with a monetary settlementHowever, instead I got a call from *** who went right back to the company line of this being my fault because I do not have an attic fanIt is obvious given my two experiences in the last few months that Old Republic just takes the warranty money and says and does anything possible to avoid paying for or fixing broken items covered by the warrantyThere are multiple online complaints that confirm my theory