Old Republic Home Protection Company, Inc.

Initial Business Response /* (1000, 5, 2015/04/01) */
Ms. [redacted]
Revdex.com
Re: Plan XXXXXXXX
Dear Ms. [redacted],
Regarding the denial of coverage for the electrical repair of the clothes dryer outlet; I spoke with [redacted] at AA Electrical & Plumbing, and he advised me that he diagnosed...

there was no electrical wiring to the clothes dryer outlet; someone had re-routed the two 110 volt circuits for a light and refrigerator. [redacted] installed wiring for the dryer outlet and restored power.
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."
Please extend our sincere 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 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] 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 /* (2000, 7, 2015/04/03) */
(The consumer indicated he/she ACCEPTED the response from the business.)
[redacted],
Thanks for providing me the details of the plan that applies to my situation. Had this been done in response to my emails to [redacted]@ohrp.com or my phone calls, I would not have gone ahead with the complaint in the first place. I think that you should notify the claimants of your decision with all the details earlier than in response to Revdex.com complaints. Because, the devil is in the details. I had filed for the claim even before I received the Protection Plan documents and terms of service, so there was no way for me to know whether my claim would go through or not.
[redacted]

Initial Business Response /* (1000, 5, 2016/01/12) */
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 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.
According to the file, as a result of the circumstances that occurred, on January 11, 2016, my associate, Ms, Gilley, spoke with Ms. [redacted], and strictly as a matter of goodwill, ORHP has agreed to honor her request to waive the 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]
Plan Compliance Manager
Old Republic Home Protection
Initial Consumer Rebuttal /* (2000, 7, 2016/01/13) */
(The consumer indicated he/she ACCEPTED the response from the business.)

Initial Business Response /* (1000, 5, 2015/11/20) */
Ms. [redacted]
Revdex.com
RE: Plan # XXXXXXXX
Dear Ms. [redacted],
Regarding the service request for the cooktop; on behalf of Old Republic Home Protection (ORHP) and its employees, please extend our sincere apologies for the...

circumstances outlined in Mr. [redacted] letter.
ORHP, like other home warranty companies, uses Independent Network Service Providers to service our Plan Holders. Although efforts are made to dispatch qualified Service Providers that can provide quality service, occasionally circumstances occur that are unacceptable to ORHP and our Plan Holder.
I assure you, ORHP employees value the trust each of our Plan Holders place in us to resolve their service request in a timely and professional manner and when this does not occur, steps are taken to review what went wrong and implement improvement.
I have reviewed the file that indicates my associate, Mr. [redacted], Call Center Supervisor, has been assigned to resolve the service request, and will contact Mr. [redacted]. If Mr. [redacted] has any questions, please advise him to contact Mr. [redacted] at XXX-XXX-XXXX Ext. [redacted] for assistance.
ORHP appreciates Mr. [redacted] taking the time to provide his opinion and perspective of his service experience, which in turn, provides ORHP the opportunity to improve the service we provide to our customers.
Best regards,
[redacted]
Plan Compliance Manager
Old Republic Home Protection

Initial Business Response /* (1000, 5, 2015/09/04) */
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]' letter.
ORHP, like other home warranty companies, uses Independent Network Service Providers and part suppliers to service our Plan Holders. Although efforts are made to dispatch qualified Service Providers, and to utilize part suppliers, that can provide quality service, occasionally circumstances occur that are unacceptable to ORHP and our Plan Holder.
I assure you, ORHP employees value the trust each of our Plan Holders place in us to resolve their service request in a timely and professional manner and when this does not occur, steps are taken to review what went wrong and implement improvement.
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 the refund will be mailed to Ms. [redacted] within the next ten business days.
With regard to the repair of the air conditioner; I will follow up with [redacted] at A and B Air Conditioning to ensure the repair is completed in a timely manner once he receives the new evaporative coil from the manufacturer.
ORHP appreciates Ms. [redacted] taking the time to provide her opinion and perspective of her service experience, which in turn, provides ORHP the opportunity to improve the service we provide to our customers.
Best regards,
[redacted]
Plan Compliance Manager
Old Republic Home Protection
Initial Consumer Rebuttal /* (3000, 7, 2015/09/07) */
(The consumer indicated he/she DID NOT accept the response from the business.)
This is not at all the resolution that I asked for. The $75 refund doesn't fix the problem. I would like the amount I paid for the renewal as well as the $75 to be refunded. I want my policy as well as any other payments that were to be automatically withdrawn from my account canceled. The whole reason of me paying for & having a home warranty was for protection for me if anything major were to go out. ORHP has not gone out of there way at all to see to it that this matter was taken care of in a timely manner. Parts should've been overnighted as soon as they were received damaged. It's taken longer for them to come in the second time they were ordered than it did the first time.
Final Business Response /* (4000, 21, 2015/09/21) */
Please advise our Plan Holder that as a gesture of goodwill, we will honor her request and refund the Trade Call Fee, and cancel her Plan in full. The checks should be processed and mailed within the next ten business days.
[redacted]
Plan Compliance Manager
Final Consumer Response /* (2000, 29, 2015/09/25) */
Please disregard last message. I called my bank and that $188 was reimbursed.

Initial Business Response /* (1000, 5, 2014/07/07) */
Ms. [redacted]
Revdex.com
Re: Plan #XXXXXXXX
Dear Ms. Thomas,
Regarding the service request for the air conditioner, and the non-covered portion of the repair; I have reviewed the file that indicates in order to complete the...

installation of the air handler, the electrical and evaporative coil drain line must be brought up to code, the refrigerant lines must be flushed to accommodate 410a refrigerant, the condenser pad must be replaced to meet code, and the duct connection must be modified to accommodate the new equipment.
Please refer to page 8 of the Plan titled Limitations of Liability under Permits and other Fees and General Exclusion 4.B that states:
" You may be responsible for the payment of additional fees not covered according
to the terms and conditions of the Plan. These fees may include, but are not
limited to:
1. The cost of permits and code upgrades.*
4. The cost of construction, carpentry or other modifications made necessary
by existing or installing different equipment."
"Except where noted, we do not pay for upgrades; components; or equipment required due to
the incompatibility of the existing equipment with the replacement system; appliance; or
component; or with new types of chemicals or material utilized to operate the replacement
equipment. This includes without limitation, differences in technology; refrigerant required, we
cannot perform service until you complete corrective work. If additional costs are incurred in
order to comply with regulations, we will not be responsible for the added expense."
Please extend our apologies to Mr. [redacted] that the terms and conditions of the Plan do not provide coverage in this situation. While the intent of 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.
According to the file, my associate, Mr. [redacted] has spoken with Mr. [redacted] regarding his service request. If Mr. [redacted] has any questions, please inform him to contact Mr. [redacted] at XXX-XXX-XXXX ext. [redacted] for assistance.
Sincerely,
[redacted]
Claims Manager
Old Republic Home Protection
Initial Consumer Rebuttal /* (3000, 7, 2014/07/08) */
(The consumer indicated he/she DID NOT accept the response from the business.)
After reading Old Republics response I am wondering if they actually read my complaint. I made very clear concise references to their contract - which cannot be ignored and they again have responded with a pre-written canned response.
I will restate my contentions in another manner and hope that OLD Republic will actually read and actually think about my references to their contract this time.
Fact:Two techs have both stated that the air handler and condenser were broken and needed to be replaced.Page 3 under Standard coverage states" ). If necessary, as part of a covered replacement, we will upgrade an air conditioner system to federally mandated SEER standards.
When a condenser replacement is necessary, in order to maintain system operational
compatibility and operating eciency that meets or exceeds that of the original equipment, we
will replace any covered component as well as modify the plenum, indoor electrical, air handling
transition, duct connections, and the installation of metering devices, as necessary.
13 SEER Coverage: For systems 13 SEER or less, repair/replacement will beperformed with 13 SEER equipment, including covered components required to ensure operational compatibility with existing equipment.
R410A Coverage: For units using R22 refrigerant, repair/replacement will be performed with R410A equipment when R22 replacement equipment is not
available, including covered components required to ensure system operational compatibility."
Further we had their Ultimate Protection Coverage which states on page 4 "9) Air Conditioner:
a) disposable filters, condensate drain pumps, secondary drain pans, window units, and costs related
to refrigerant recapture, reclaim and disposal when required for diagnosis, repair or replacement.
b) Provide for the use of cranesto complete an A/C repair/replacement.
10) Other Enhanced Coverage included in Ultimate Protection:
When required to render a covered repair or replacement, we will:
a) Provide up to $250 per Plan to correct code violations.
b) Provide up to $250 per occurrence for required permits.
c) Provide up to $100 per occurrence for the haul awayof a covered appliance, system or component
when replacing that covered appliance, system or component.
d) Correct an improper installation/repair/modification of a system or appliance, or correct any mismatch condition in terms of capacity/efficiency in order to ensure system operational compatibility. Coverage does not apply if the cause of failure of the system or appliance is solely due to the improper installation/repair/modification or mismatch condition, or if the system is undersized relative to the square footage of the area being heated/cooled. All other terms and conditions of the Plan apply. If the improper installation/repair/modification or mismatch system is in violation of a code requirement, see 10a above.
Their contact supports my assertions and their response does not support their rebuttal as I have illustrated above.
They need to honor their written contract if they wish to maintain their advertised A+ status with the Revdex.com (Revdex.com). Twice I have stated clearly that I expect them to pay for what they stated they would in their contract.
I do not believe that this company is acting in good faith and my attorney will be contacting them if we cannot get this matter resolved via the Revdex.com.
Final Business Response /* (4000, 9, 2014/07/10) */
Ms. [redacted],
I have reviewed the file that indicates my associate, Mr. [redacted] has spoken with Mr. [redacted] and as a gesture of goodwill; Mr. [redacted] was informed that ORHP has agreed to pay an additional $500 toward the non-covered costs to complete the repair.
If Mr. [redacted] has any questions, please inform him to contact Mr. Dorchak at XXX-XXX-XXXX ext [redacted] for assistance.
Sincerely,
[redacted]
Claims Manager
Old Republic Home Protection

Initial Business Response /* (1000, 5, 2014/08/11) */
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 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 spoken with Mr. [redacted], and his service request has been re-dispatched to All Express Plumbing, and they will contact Mr. [redacted] to schedule a convenient appointment.
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, 2014/08/13) */
(The consumer indicated he/she ACCEPTED the response from the business.)
mR. [redacted] PERSONALLY CALLED ME WITH AN APPOLOGY
AND WE SET A POSITIVE COURSE OF ACTION TO GET THINGS DONE. YOU CANT EXPECT ANYMORE FROM A COMPANY. THEY STEPPED UP TO THE PLATE AND TOOK CARE OF BUSINESS. sAYS A LOT ABOUT THE COMPANY. OLD REPUBLIC WAS SELECTED BECAUSE OF THEIR INTEGRITY AND THIS PROVED IT. I COULD NOT BE MORE SATISFIED
[redacted]

Initial Business Response /* (1000, 5, 2015/12/02) */
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]' 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 individuals involved, ensuring they understand the result of their actions and comments.
I have reviewed the file that indicates my associate, Ms. [redacted], has spoken with Mr. [redacted], and will follow up to ensure the service request is resolved in a timely manner.
In addition, 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 Mr. [redacted] should receive the check within 20 days.
If Mr. [redacted] has any questions, please advise him to contact Ms. [redacted] at XXX-XXX-XXXX Ext. 7689 for assistance.
ORHP appreciates Mr. [redacted] taking the time to provide his opinion and perspective of his service experience, which in turn, provides ORHP the opportunity to improve the service we provide to our customers.
Best regards,
[redacted]
Plan Compliance Manager
Old Republic Home Protection
Initial Consumer Rebuttal /* (2000, 7, 2015/12/03) */
(The consumer indicated he/she ACCEPTED the response from the business.)
After this complaint and speaking with a supervisor the business seems to have agreed to an appropriate course of action. I do not think however that the individual service providers fixing the refrigerator each time were to blame for this issue.

Initial Business Response /* (1000, 5, 2014/10/31) */
Ms. [redacted]
Revdex.com
Re: Plan XXXXXXXX
Dear Ms. [redacted],
Regarding the service request for the oven; 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 on October 28, 2014, my associate, Ms. [redacted] left Mr. [redacted] a message, and she will follow up 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. 7748 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, 2014/08/06) */
Ms. [redacted]
Revdex.com
Re: Plan # XXXXXXXX
Dear Ms. [redacted],
Regarding the request for reimbursement from Mr. [redacted] for the replacement of the blower in his furnace; I have reviewed the file and confirmed that Mr. [redacted] did not...

place a service request for his furnace during the Plan term.
Please refer to page 7 of the Plan titled When You Need Us that states:
"For Service: Place service requests online at www.orhp.com
or call us at X-XXX-XXX-XXXX
We accept service requests 24 hours a day, 365 days a year.
We require you to contact us so we may have the opportunity to select a Service Provider.
We will not reimburse you for services performed without our prior authorization."
Please extend our apologies to Mr. [redacted] that the terms and conditions of the Plan do not provide coverage in this situation. While the intent of Old Republic Home Protection is to provide as much coverage as possible, the Plan is not all inclusive and there are limitations which are standard in the home warranty industry.
If Mr. [redacted] has any questions, please advise him to contact us at XXX-XXX-XXXX for assistance.
Sincerely,
[redacted]
Claims Manager
Old Republic Home Protection
Initial Consumer Rebuttal /* (2000, 7, 2014/08/07) */
(The consumer indicated he/she ACCEPTED the response from the business.)
I am only reluctantly compelled to accept their legal gobbledygook legal wiggling room. That is all.

Initial Business Response /* (1000, 5, 2016/01/08) */
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 Mr. [redacted]'s letter.
ORHP, like other home warranty companies, uses Independent Network Service Providers and part suppliers to service our Plan Holders. Although efforts are made to dispatch qualified Service Providers, and to utilize part suppliers that can provide quality service, occasionally circumstances occur that are unacceptable to ORHP and our Plan Holder.
I assure you, ORHP employees value the trust each of our Plan Holders place in us to resolve their service request in a timely and professional manner and when this does not occur, steps are taken to review what went wrong and implement improvement.
As a result of the circumstances that occurred, and strictly as a matter of goodwill, ORHP has agreed to honor Mr. [redacted]'s request to waive the Trade Call Fee.
ORHP appreciates Mr. [redacted] taking the time to provide his opinion and perspective of his service experience, which in turn, provides ORHP the opportunity to improve the service we provide to our customers.
Best regards,
[redacted]
Plan Compliance Manager
Old Republic Home Protection
Initial Consumer Rebuttal /* (2000, 7, 2016/01/22) */
(The consumer indicated he/she ACCEPTED the response from the business.)
I hope this matter is closed.

Initial Business Response /* (1000, 5, 2015/02/16) */
Ms. [redacted]
Revdex.com
Re: Plan # XXXXXXXX
Dear Ms. [redacted],
Regarding the service request for the heat pump; on behalf of Old Republic Home Protection (ORHP) and its employees, please extend our sincere apologies for the...

circumstances outlined in Mr. [redacted]' letter.
I assure you, ORHP employees value the trust each of our Plan Holders place in us to resolve their service request in a timely and professional manner and when this does not occur, steps are taken to review what went wrong and implement improvement.
I have reviewed the file and my associate, Mr. [redacted] has been assigned to follow up with Ms. [redacted] to ensure the service request is resolved in a timely manner.
If Ms. [redacted] has any questions, please advise him to contact Mr. [redacted] at XXX-XXX-XXXX ext [redacted] for assistance.
ORHP appreciates Ms. [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, 8, 2015/02/18) */
(The consumer indicated he/she ACCEPTED the response from the business.)
They promised yesterday that they would put a new outside unit in in the next five days as long as they do I will be satisfied if not you will hear from me soon thanks

Initial Business Response /* (1000, 5, 2014/05/29) */
Ms. [redacted]
Revdex.com
Re: Plan XXXXXXXX
Dear Ms. [redacted],
Regarding the service request for the garbage disposal and pipe leak; 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 spoken with [redacted] at Hampton's Plumbing Service and she will contact Ms. [redacted] regarding her service request.
Please inform Ms. [redacted] if she has any questions, to please contact me at her convenience.
Best regards,
[redacted]
Claims Manager
Old Republic Home Protection

Initial Business Response /* (1000, 5, 2015/08/04) */
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 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 that file that indicates ORHP dispatched Aaron Service Company to provide ORHP a second opinion regarding the cause of failure of the air conditioner, and they will contact Ms. [redacted] to schedule an appointment to provide service. Please advise Ms. [redacted] if she needs to contact them directly, their phone number is XXX-XXX-XXXX.
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, 2015/08/05) */
(The consumer indicated he/she ACCEPTED the response from the business.)
Old Republic sent out another technician who was knowledgeable, he evaluated our A/C system and gave us a completely different (evaporator coil problem) but sensible reason for our A/C unit malfunction.
Thank you so much Revdex.com, we couldn't have done this without you.

Initial Business Response /* (1000, 5, 2015/07/17) */
Ms. [redacted]
Revdex.com
RE: Plan # XXXXXXXX
Dear Ms. [redacted],
Regarding the service request for the air conditioner; on behalf of Old Republic Home Protection (ORHP) and its employees, please extend our sincere apologies for the...

circumstances outlined in Mr. [redacted]'s letter.
I assure you, ORHP employees value the trust each of our Plan Holders place in us to resolve their service request in a timely and professional manner and when this does not occur, steps are taken to review what went wrong and implement improvement.
I reviewed the file that indicates the repair of the air conditioner was completed on
July 14, 2015, and is operating as designed.
If Mr. [redacted] has any further needs for service, please advise 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 Business Response /* (1000, 5, 2014/10/16) */
Ms. [redacted]
Revdex.com
Re: Plan # XXXXXXXX
Dear Ms. [redacted],
Regarding the service request for the furnace; I have reviewed the file, and the Independent Network Service Provider dispatched by Old Republic Home Protection (ORHP)...

diagnosed the control board and transformer are improperly wired which resulted in the failure of both components.
Please refer to page 8 of the Plan titled Limitations of Liability under General Limitations 1.E. that states:
"This Plan does not cover:
E. Improper repair/installation/modification of the covered item.
Please extend our sincere apologies to Mr. [redacted] that the terms and conditions of the Plan do not provide coverage in this situation. While the intent of ORHP is to provide as much coverage as possible, coverage is not all inclusive and there are limitations which are standard in the home warranty industry.
If Mr. [redacted] still wishes to cancel his Plan, please inform him to either mail a written request to ORHP, email his request to [redacted]@orhp.com, or fax the request to XXX-XXX-XXXX, and the Plan will be cancelled in accordance with the terms and conditions of the Plan.
Our mailing address is:
Old Republic Home Protection
P.O. Box 5017
San Ramon, CA XXXXX
If Mr. [redacted] has any questions, please advise him to contact us at
XXX-XXX-XXXX for assistance.
Sincerely,
[redacted]
Claims Manager
Old Republic Home Protection

Initial Business Response /* (1000, 5, 2015/02/16) */
Ms. [redacted]
Revdex.com
Re: Plan # XXXXXXXX
Dear Ms. [redacted],
Regarding the service request for the oven; 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 and confirmed that the manufacturer of the oven, Whirlpool, informed us that the control board necessary to repair the oven will be shipped to the supplier within the next four weeks; please extend our apology to Ms. [redacted] as we have no control over the availability of the component necessary to complete the repair.
My associate, Ms. [redacted], will follow up to ensure the installation of the control board is scheduled as soon as it is available.
If Ms. [redacted] has any questions, please advise her to contact Ms. [redacted] at XXX-XXX-XXXX ext 1012 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 /* (3000, 7, 2015/02/18) */
(The consumer indicated he/she DID NOT accept the response from the business.)
I do not accept their response. The response is no different from what I've been told by previous representatives that I spoke with. I initially called in the service repair for my oven on January 5, 2015. I was told that the part was on back order and the work would be complete by February 4, 2015. Come February 4, 2015, I am again told that the part is on back order, thus time until March 20, 2015. I feel that 2 1/2 Months is unacceptable and untimely. In addition, the fact that one of the representatives that I spoke with at Old Republic home Protection told me; that being that the part is on back order for so long it's highly likely that it will not be available on March 20, 2015. I'm very discouraged by being told the work would be completed by February 4, 2015. Then being given another date 6 weeks later than the original date. That is a long time for a part to be on back order and a customer to have to wait for a repair. Perhaps Old Republic Home Protection can offer and pay for a loaner oven until the part comes in. Thank You.
Final Business Response /* (4000, 9, 2015/02/20) */
Dear Ms. [redacted],
Regarding the part delay; although the Plan does not provide coverage as the result of the delay obtaining parts, strictly as a goodwill gesture, Old Republic Home Protection will provide assistance to Ms. [redacted] if she wishes to rent an oven or range until the part is received.
Please inform Ms. [redacted] to provide me an estimate should she decide to rent an oven or range.
Sincerely,
[redacted]
Claims Manager
Old Republic Home Protection
Final Consumer Response /* (2000, 11, 2015/02/25) */
(The consumer indicated he/she ACCEPTED the response from the business.)
I accept the proposed resolution, however I thought perhaps they have resources to helping obtain a loaner oven. I've researched on my own and was unable to find a company that would "rent" an oven. If old republic can provide a company that offers this service. I would be grateful. Thank you for your assistance

Initial Business Response /* (1000, 5, 2014/06/02) */
Ms. [redacted]
Revdex.com
Re: Plan # XXXXXXXX
Dear Ms. [redacted],
Regarding the service request for the range; on behalf of Old Republic Home Protection (ORHP) and its employees, please extend our sincere apologies for the circumstances...

outlined in Mr. [redacted]'s letter.
I spoke with Mrs. [redacted] today, and I provided her the option of a replacement or cash settlement; Mrs. [redacted] informed me she will contact ORHP before the end of the week with her decision.
If you have any questions, please contact me at your convenience.
Sincerely,
[redacted]
Claims Manager
Old Republic Home Protection

Initial Business Response /* (1000, 5, 2015/09/17) */
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.
As a result of the circumstances that occurred, and strictly as a matter of goodwill, ORHP has agreed to refund the $60 Trade Call Fee, and a check will be mailed to Mr. [redacted] within the next ten business days.
With regard to the diagnosis of the air conditioner; the technician advised ORHP that the condenser coil fins were damaged from something other than normal use, and that this damage resulted in the air conditioner not cooling properly.
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. Pre-existing conditions are not
covered."
Please extend our apologies to Mr. [redacted] that the terms and conditions of the Plan do not provide coverage in this situation. While the intent of ORHP is to provide as much coverage as possible, the Plan is not all inclusive and there are limitations which are standard in the home warranty industry.
ORHP appreciates Mr. [redacted] taking the time to provide his opinion and perspective of his service experience, which in turn, provides ORHP the opportunity to improve the service we provide to our customers.
Best regards,
[redacted]
Plan Compliance Manager
Old Republic Home Protection
Initial Consumer Rebuttal /* (3000, 7, 2015/09/18) */
(The consumer indicated he/she DID NOT accept the response from the business.)
1. The compressor unit was working before ORHP got involved.
2. I was not requesting the unit be replaced because of damaged fins or pre-existing conditions, I was asking it be replaced because of wear and tear from normal use. The unit had been running for 5 months prior without issues. Your company was the one that suggested the unit needed to be replaced, not me. I was happy with repairing it until it was mentioned on more than one occasion that the unit needed to be replaced and that any repairs would have been short term fixes.
3. The ORHP tech never did anything other than visual inspection for the condenser coil. As I've personally been around the unit while it was running(it is right next to the master bedroom door), I know that it is able to push air out quite rapidly(I had to lean over it a few times while I was installing the fence that I had 'itically' installed). I was also able to verify the fan was working and pushing air when the tech from the NEW company put in the new capacitor.
4. I cannot stress this enough. I KNOW that the compressor was working before the ORHP tech came out because it was the one thing that was still working when I started making calls. This was verified by another AC service company. The compressor was STILL working before ORHP touched it. He left it disassembled and somehow not repairable. And you expect me to accept a $60 REFUND(not even a positive figure because of the trade call fee) will cover this? I'm not an AC tech. All I know is what I stated above and that I did not touch anything since his visit. The NEW tech that came out to try to salvage the situation is part one of the highest ranked AC service companies in the area.
At this point, I feel I should have just had the first tech repair it and left ORHP out of it - I would have been better off(less stress, and a functioning AC unit).
Final Business Response /* (4000, 9, 2015/09/21) */
Dear Ms. [redacted],
According to the file, my associate, Ms. [redacted], spoke with Mr. [redacted] on September 9, 2015, and advised him that the technician diagnosed the fan motor and run cap had failed from normal wear, and would be covered by the Plan. However, the technician also diagnosed that the condenser coils were bent from something other than normal wear, and the condenser was extremely dirty. This condition would prevent the air conditioner from operating properly, and the damage was determined by the technician to be existing prior to the effective date of the Plan and therefore would not be covered. On September 16, 2015, a settlement check regarding the fan motor and run cap, in the amount of $252.50, was mailed to Mr. [redacted].
If Mr. [redacted] has any questions, please advise him to contact Ms. [redacted] at XXX-XXX-XXXX Ext. 7742 for assistance.
Sincerely,
[redacted]
Plan Compliance Manager
Old Republic Home Protection
Final Consumer Response /* (4200, 11, 2015/09/22) */
(The consumer indicated he/she DID NOT accept the response from the business.)
I don't have any questions. I already understand the situation fully.
As the technician did not do any air restriction tests for the apparently damaged condenser coils nor did I see any of the debris to which he was taking about(he attempted to point it out but I did not see anything unusual), I see no reason to accept that the unit was no longer covered as I had already explained that it was working for quite some time prior.
I'd also like to take the opportunity to point out that the last response conveniently made no mention of the ORHP tech leaving the unit in pieces and the compressor no longer working.
As I had left the main fuse undone until another company was able to look at it, I know it was nothing I did.
The 'settlement' was nothing I wanted any part of but was backed into as I was told there was nothing else I could do to have ORHP cover the cost of a new unit. This was before I had discovered the unit was still in pieces and the compressor inoperable.
Lastly, I'd just like to point out that this situation was very unpleasant. Aside from the fact that I feel the warranty is not being fairly represented, the rude technician and having to struggle to get ORHP to even consider covering any part of it was a very stressful situation.
I've met with 2 other air conditioner companies whom have all managed to spend more than 30 minutes looking over my HVAC system and they managed to do it all without calling anyone an it or leaving stuff in pieces.
I do not accept ORHP's position on this situation and I will continue to fight it so at the very least they will consider thinking twice before offering such poor customer service.
I will take the opportunity to point out though that most of your phone techs were very nice and one of the main reasons I tried to be so diplomatic about the entire situation. Kudos to them.

Revdex.com:I have reviewed the response made by the business in reference to complaint ID [redacted], and find that this resolution is satisfactory to me. [redacted] called me this morning 4/28/2016 offering another check for$240 therefore total amount will be $400 which I will accept. She stated the process time can take up to 14 days to receive the check. I will let you know once I receive it. thank you so much for your help.Sincerely, [redacted]

Initial Business Response /* (1000, 5, 2015/08/04) */
Ms. [redacted],
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 my associate, Mr. [redacted] has been assigned to follow up and ensure the service request is resolved in a timely manner. In addition, as a result of the delays completing the service request, Mr. [redacted] agreed as a gesture of goodwill, to reimburse Mr. [redacted] the $195 of non-covered costs he paid for the replacement of the air conditioner compressor.
If Mr. [redacted] has any questions, please advise him to contact Mr. [redacted] at XXX-XXX-XXXX ext. [redacted] for assistance.
ORHP appreciates Mr. [redacted] taking the time to provide his opinion and perspective of his service experience, which in turn, provides ORHP the opportunity to improve the service we provide to our customers.
Best regards,
[redacted]
Claims Manager
Old Republic Home Protection
Initial Consumer Rebuttal /* (2000, 7, 2015/08/12) */
I below noted case with Old Republic has been settled satisfactorily. Old Republic has supplied us with anew AC unit. Thxs for your help.