Old Republic Home Protection Company, Inc.

Initial Business Response /* (1000, 5, 2015/09/23) */
Ms. [redacted]
Revdex.com
Re: Plan XXXXXXXX
Dear Ms. [redacted],
Regarding the service request for the dishwasher, microwave oven, pool motor, and payment of the Trade Call Fee (TCF); I have reviewed the file and the following is a brief...

summary of the service requests.
03/24/15 Service request: dishwasher is not cleaning the dishes
Dispatched: High Quality Inc.
04/06/15 The Plan Holder called Old Republic Home Protection (ORHP) and advised us that the microwave oven was not working properly, and High Quality Inc. was advised by us to diagnose the microwave oven.
04/11/15 Status: the technician diagnosed that the dishwasher fill valve and the main circuit board for the microwave oven both needed to be replaced. ORHP authorized the repairs, and the repairs were completed on April 13, 2015.
04/21/15 Service request: the dishwasher will not turn on.
Dispatched: Since the service request was within the 30 day recall period, High Quality Inc was dispatched to provide service with no additional TCF due.
04/23/15 Status: the technician diagnosed that a component of the dishwasher water heating system failed and had to be replaced. The repair was authorized and the part was ordered.
05/07/15 The dishwasher was repaired and was operating as designed.
09/14/15 Service request: pool pump motor is not running
Dispatched: Balboa Pool Service and Repair
09/17/15 Status: the technician diagnosed that water leaked into the electrical conduit that serviced the pool motor, which resulted in the failure of the pool motor.
Please refer to page 8 of the Plan that states:
"General Exclusions:
D. We do not pay, nor are we liable, for secondary or consequential loss or damage;
personal or property loss or damage; or bodily injury of any kind."

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.
If Mr. [redacted] still wishes to cancel his Plan, please advise him to provide ORHP a written request, or fax the request to XXX-XXX-XXXX, and the Plan will be cancelled in accordance with the terms of cancellation noted on page 9 of the Plan.
Should Mr. [redacted] have a need for service to a covered system or appliance, please advise him to contact ORHP at XXX-XXX-XXXX, and a service request will be dispatched in accordance with the terms of coverage.
Sincerely,
[redacted]
Plan Compliance Manager
Old Republic Home Protection

[redacted]
Revdex.com
 

size=3>Re:      Plan [redacted]
 
 
Dear [redacted],
 
Regarding the service request for the air conditioner; I have reviewed the file that indicates the technical from Earley Air Control diagnosed that the evaporative coil was leaking refrigerant and must be replaced. The technician advised us the evaporative coil was still under the manufacturer’s warranty, and the Plan Holder will be responsible for the labor to install the new evaporative coil once the manufacturer provides the replacement equipment. 
 
Please refer to page 8 of the Plan that states:
 
“1. GENERAL LIMITATIONS. THIS PLAN DOES NOT COVER:
 
F. Systems, appliances or components covered by an existing manufacturer/
     distributor/ or other warranty.” 
 
Please extend our sincere apologies to [redacted] that the terms and conditions of the Plan do not provide coverage for the labor to install the evaporative coil. 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 questions regarding his Plan coverage, please advise him to contact us at [redacted] for assistance.
 
Sincerely,
 
[redacted]
Plan Compliance Manager
Old Republic Home Protection

Initial Business Response /* (1000, 5, 2014/11/18) */
Ms. [redacted]
Revdex.com
Plan # XXXXXXXX
Dear Ms. [redacted],
Regarding the service request for the plumbing stoppage; on behalf of Old Republic Home Protection (ORHP) and its employees, please extend our sincere apologies for the...

circumstances outlined in Mr. [redacted]'s letter.
I assure you, ORHP employees value the trust each of our Plan Holders place in us to resolve their service request in a timely and professional manner and when this does not occur, steps are taken to review what went wrong and implement improvement.
I have reviewed the file that indicates my associate, Ms. [redacted], has spoken with Mr. [redacted] and has processed the full reimbursement for the service provided by his Out-Of-Network Contractor.
If Mr [redacted] has any questions, please advise 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
Phone: XXX-XXX-XXXX x [redacted]@orhp.com
Initial Consumer Rebuttal /* (3000, 7, 2014/11/26) */
[redacted], I greatly appreciate the relationship between the Revdex.com and Old Republic Home Protection.
I forwarded my Revdex.com complaint submission to the Old Republic Account Manager. They were very prompt in responding. [redacted] from Old Republic contacted me yesterday with a very nice and polite resolution. I look forward to submitting very favorable comments when this resolution is complete.
Final Business Response /* (4000, 9, 2014/12/01) */
Dear Ms. [redacted],
If Mr. [redacted] has any questions or concerns, please inform him to contact Ms. [redacted] at XXX-XXX-XXXX ext. [redacted]
Best regard,
[redacted]
Claims Manager
Old Republic Home Protection
Final Consumer Response /* (2000, 11, 2014/12/07) */
(The consumer indicated he/she ACCEPTED the response from the business.)
Old Republic Home Protection responded promptly and honorably. Once I made them aware that I contacted Revdex.com, they provided me with the highest level of service.
It was determined that my initial contact at Old Republic did not provide there standard, or typical customer service experience.
The follow up administrators that corrected the error should be commended for their representation of the company, and their customer service.

Initial Business Response /* (1000, 5, 2014/04/24) */
Ms. [redacted]
Revdex.com
Plan XXXXXXXX
Ms. [redacted],
Regarding the service request for the faucet and the past due Trade Call Fee; on behalf of Old Republic Home Protection (ORHP) and its employees, please accept our sincere apologies...

for the circumstances outlined in Mr. [redacted]'s letter.
Please inform Mr. [redacted] that ORHP has agreed, as a matter of goodwill, to waive the $10 balance owed for his Trade Call Fee.
ORHP appreciates Mr. [redacted] taking the time to provide his opinion and perspective of his service experience, which in turn, provides ORHP the opportunity to improve the service we provide to our customers.
Best regards,
[redacted]
Claims Manager
Old Republic Home Protection
Initial Consumer Rebuttal /* (3000, 7, 2014/04/25) */
(The consumer indicated he/she DID NOT accept the response from the business.)
Thanks Mr [redacted] for the quick response. Unfortunately, Mr [redacted] didn't provide clear answers to my concerns about their billing. Their billing still
confused me. Over the phone, the rep said I owned $10 ( I never receive the bill for $10 bill. Over the phone I asked them to send me the $10 bill). In stead, I
received the $60 past due notice for the trade call fee on 01/27/2014 work order in the mail last week . Mr [redacted], please explain to me 1) Will you still
bill me $10? 2) I thought the $60 bill for trade call fee on 01/27/2014 is error, please clearly state if this bill is correct or wrong.
I am afraid they still messed their bill up, I want to make it clear in case their messing billing and possible future collection activity damage my credit.
The facts:
On 12/18/2014 I called for faucet service.
The first technician came to fix. But the guy left earlier before they finished his work.My wife found the faucet is not installed correctly. I asked him to fix
it,then I went back to my room to write the check for the trade call fee. Just a few minutes, the technician left, I rushed out of my house, I found he is
already in his truck and he is leaving. I spoke to him, he told me I will be contacted by old republic home protection. I am ready to pay the trade call fee. I
cannot pay it because the technician left earlier. I waited many days, the technician never come back and ORHP never called me. They never did any work untill
Feb 13,2014. So I called the telephone number on the bill to pay the trade call fee the next day. They charged me $55 by credit card even thought the bill is for $60. I
thought they may give me a $5 discount for their delayed work. Later they sent me $60 trade call fee on the work order on 01/27/2014. I believe it is an error.
Again, I request Mr [redacted] to explain to me their billing if he think they are correct. If Mr [redacted] think the their billing is error, could you send me
formal letter to me to correct the error billing. Thanks.
Final Business Response /* (4000, 9, 2014/04/30) */
Ms. [redacted],
Please inform Mr. [redacted] there are no past due Trade Call Fee's on his file; his file is current and he should not receive any further invoices. If he has any questions, please advise him to contact me for assistance.
Sincerely,
[redacted]
Claims Manager
Old Republic Home Protection

Initial Business Response /* (1000, 5, 2015/08/26) */
Ms. [redacted]
Revdex.com
Re: Plan XXXXXXXX
Dear Ms. [redacted],
Regarding the service request for the plumbing stoppage and the use of hydro-jetting; I have reviewed the file and have spoken with [redacted], the General Manager at EZ Rooter....

According to [redacted], his technician diagnosed there is a break in the main drain line located outside the main foundation of the home which is causing the plumbing stoppage. He also mentioned that, although the use of hydro-jetting [redacted] temporarily clear the stoppage, it is not a permanent repair of the broken drain pipe, and he does not recommend hydro-jetting. Since the break is outside the foundation of the home, it is not covered by the terms and conditions of coverage.
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:
A) Are installed for diagnosis and located within the interior of the main foundation of
the home and garage (inside the load-bearing walls of the structure)."
Please extend our sincere apology 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 me at XXX-XXX-XXXX Ext. [redacted].
Sincerely,
[redacted]
Plan Compliance Manager
Old Republic Home Protection

Initial Business Response /* (1000, 5, 2014/06/05) */
Ms. [redacted]
Revdex.com
Re: Plan # XXXXXXXX
Dear Ms. [redacted],
Regarding the service request for the Bosch clothes dryer; 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.
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 on June 1st, 2014, ORHP authorized Ms. [redacted] to hire an Independent Out-Of-Network Contractor to service her Bosch clothes dryer, and she was instructed to provide us a written diagnosis and estimate for our review, prior to initiating repairs.
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, 2014/06/06) */
(The consumer indicated he/she DID NOT accept the response from the business.)
As long as the dryer is not repaired and the payement/ check for the repairs for the out of network BOSCH technician is refunded to me, this cliam will not be closed. At this time the dryer was diagnosed by a certified BOSCH technician and ORHP authorization was called( [redacted]) by the technician,.[redacted] after a lengthy call ensured the technician and myself that the repair was covered and the out of network company can go ahead and order the part. I was advised that the out of network technician can proceed when the part arrives, do the repair, pay the out of service technician and then will get reimbursed minus the $75.00 of the service call fee.I have not received any email confirmation on this matter, even after I send a email to confirm the call with [redacted] and the content to ORHP yesterday (X-X-XX) after the call and after the technician left. The complain stays open and unresolved until my BOSCH dryer is repired and I have gotten the repirs, covered by ORHP per [redacted] in authiorization refunded plus the service call fee as requested for the time wasted and the run a round ORHP gave me in the first place. Due to their lack of response on the day of the dryer boke, and their non replies, the technician could only be reached more than 72 hrs later for an app. and they coulc not schedule this until 2 days later. If I had gotten an out of network auth. on Friday as expected and promised, the work could have been started on Monday the 2nd of June instead of yesterday june 5th. I am out of a working dryer since Friday X-XX-XX due to the lack of response form ORHP.The out of network auth. fromORHP came only after I called ORHP 6x and pressed them to act. they did not respond to any of my calls in return and gave me a non certified technician to work on a BOSCH dryer. Because of this lack of cooperation or reply , I do not trust anything said on the phone, until I have a written confirmation or check for refund this case is not resolved.They can tell me whatever they want , because I have experienced that their word does not count anything.
Final Business Response /* (4000, 9, 2014/06/09) */
Dear Ms. [redacted],
Please inform Ms. [redacted] that Old Republic Home Protection (ORHP) has agreed to reimburse her for covered repairs to her clothes dryer. In addition, ORHP has agreed as a goodwill gesture, to waive the Trade Call Fee.
I have noted this information in her file, and if she has any additional questions, please inform her to contact us at XXX-XXX-XXXX for assistance.
Sincerely,
[redacted]
Claims Manager
Old Republic Home Protection
Final Consumer Response /* (2000, 11, 2014/06/10) */
(The consumer indicated he/she ACCEPTED the response from the business.)
thank you for this- I made a note that ORHP has agreed to pay the repairs per enclosed info , and as well waive the $75.00 per above info.
I will enclose this letter from ORHP when my dryer part comes in and gets repaired and sincerely hope that this end this item, i.e. meaning as soon as I send the repair invoice , I get a check for reimbursement without any hassle. Should I encounter any added hassle from ORHP I will contact the Revdex.com again.

Initial Business Response /* (1000, 5, 2015/07/24) */
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, my associate, Mr. [redacted] is following up on this service request to ensure it is resolved in a timely manner. If Ms. [redacted] has any questions, please advise her to contact Mr. [redacted] at XXX-XXX-XXXX ext. [redacted] for assistance.
As a result of the circumstances that occurred, and strictly as a matter of goodwill, ORHP has agreed to honor Ms. [redacted]'s request to refund 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]
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.)
I accept the response provided by ORHP. Please refund the trade call fee, I will follow up with the contact provided in their response to have my unit serviced.
Thank you.

Initial Business Response /* (1000, 5, 2014/08/08) */
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 Provider and individuals involved, ensuring they understand the result of their actions and comments.
According to the file, my associate, Ms. [redacted] has been assigned to resolve the service request, and on August 6th, she left Mr. [redacted] a message to contact her.
Please inform Mr. [redacted] to contact Ms. [redacted] at XXX-XXXX-XXXX ext 7608 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, 2014/08/11) */
(The consumer indicated he/she DID NOT accept the response from the business.)
We are working towards an amicable solution, but the case has yet to be resolved. I have spoken with ORHP and they expect the part to be in tomorrow (12 August) and to be installed shortly thereafter. Upon completion of the installation, we will remedy the mold/wet carpet issue in the basement, as it cannot be remedied unless the unit is functioning properly.
While I am satisfied that they are working on it, it is not resolved, so I could not click "yes" above.

Initial Business Response /* (1000, 5, 2015/09/29) */
Ms. [redacted]
Revdex.com
Re: Plan XXXXXXXX
Dear Ms. [redacted],
Regarding the denial of coverage for the air conditioner; I have reviewed the file that indicates that the Plan became effective on August 24, 2015, and Mr. [redacted]...

contacted Old Republic Home Protection (ORHP) on September 10, 2015 to place a service request for his air conditioner not working properly
According to the file, Mr. [redacted] advised us that air conditioner had not operated properly since the effective date of the Plan.
Please refer to page 7 of the Plan that states:
"We will provide service for covered systems or appliances which malfunction, and are reported,
during the term of the Plan that:
B) Were correctly installed and working properly on the effective date of the Plan, and
C) ... 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.
If Mr. [redacted] still wishes to cancel his Plan, please advise him to mail us a written request, or fax the request to XXX-XXX-XXXX, and the Plan will be cancelled in accordance with the terms of cancellation noted on page 9 of the Plan.
Sincerely,
[redacted]
Plan Compliance Manager
Old Republic Home Protection
Initial Consumer Rebuttal /* (3000, 7, 2015/09/30) */
(The consumer indicated he/she DID NOT accept the response from the business.)
Thank you, Ms. [redacted] for relaying the information from Mr. [redacted]. I am thankful that you were able to contact Old Republic Home Protection via email since I was unable to find any way to do so myself and I am weary of phone conversations with Old Republic Home Protection representative at this point.. I am thankful that we can have a written account of statements and responses from this point on.
Mr. [redacted]'s interpretation of my phone conversation with the Old Republic Home Protection representative that I, "advised us that air conditioner had not operated properly since the effective date of the Plan" is misleading. It could also be interpreted that I had advised them that the unit had not operated improperly since the effective date of the plan as well. It was only on the day I made the claim that the unit had operated improperly. My wife has since informed me that the unit was functioning properly a week before I made the claim. This, however, in my opinion is moot as Mr. [redacted]'s references to the Plan (which I have yet to receive a copy of in any manner) are irrelevant. He 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) ... Pre-existing conditions are not covered."
In regards to "B)", there is no reason to believe anything other than that the unit was correctly installed or was operating properly on the effective date of the Plan.
In regards to "C)", there is also no reason to believe anything other than that the unit had no Pre-existing conditions.
In contrary to both of these points, the fact that I have documented proof that the unit had been inspected weeks before the date of purchase of the extended plan and was found to be in "Acceptable" condition and was cooling the home at an operating temperature of 58 degrees proves that is was operating properly and that there were no pre-existing conditions. I did mention this when I made the claim, but the claim specialist that I spoke with argued that this was not applicable as it predated the purchase of my Plan. I am curious how Old Republic Home Protection determines "Pre-existing conditions"? Does Old Republic Home Protection deny all claims under the premise that the problem was pre-existing if the homeowner has no documented proof that it was functioning subsequent to the purchase of the plan?
As mentioned before, I have yet to receive any documentation in regards to my Plan in any form so I have nothing to review. I called and requested this information and was told that it would be mailed to my residence. According to Mr. [redacted]'s records, my plan became effective on August 24, 2015. It would seem by now I would have something to review. I cannot even review my plan on their login protected website, which would seem like a logical place or at the very least attached to an email to me (which I provided when I registered for my Plan).
Furthermore, when I spoke to a sales associate in regards to purchasing the extended plan I was never told that I would need to be prepared to provide proof of functionality of any of the items covered by the "Ultimate Protection" before a claim I made would be covered.
In Mr. [redacted]'s closing, he mentions that if I still wish to cancel my plan, I must mail a written response or fax the request. Yes, I would like to be refunded $100 for the "Ultimate Protection" Plan I purchased, and have only the "Ultimate Protection" coverage canceled. The pre-existing Standard Coverage should be honored. If this is what I would find on page 9 if I had a copy of the plan, I will proceed.
I look forward to a written response from Mr. [redacted] and/or another representative from Old Republic Home Protection.
Final Business Response /* (4000, 9, 2015/10/02) */
Dear Ms. [redacted],
Regarding the denial of coverage for the air conditioner; the denial of coverage and determination that the air conditioner failure was pre-existing, was based on the information provided by Mr. [redacted] when he placed the service request, when he advised us that the air conditioner never worked properly for him since he moved in to the home. If this information is inaccurate, please advise him to provide me additional information supporting that the air conditioner was operating properly when he moved in to the home, for my review.
As for a copy of the Plan; according to the file, Old Republic Home Protection received payment of the Plan on August 28, 2015, and a copy of the Declaration Sheet and Plan were mailed to him at his home address. Since Mr. [redacted] has indicated he did not receive the Plan, I placed a copy of the Plan in the mail today, and mailed it to his home address.
With regard to cancelling the Ultimate Protection coverage; please advise him to forward a written request to the address below.
Old Republic Home Protection
P.O. Box 1507
San Ramon, CA XXXXX
Attention: Accounting Dept.
Sincerely,
[redacted]
Plan Compliance Manager
Old Republic Home Protection
Final Consumer Response /* (4200, 11, 2015/10/09) */
(The consumer indicated he/she DID NOT accept the response from the business.)
Thank you, again Ms. [redacted], for relaying Mr. [redacted]'s response. Unfortunately he has neither conceded nor offered anything, therefore there is nothing to accept. He still is not willing to admit that he, or the company he is representing, is bending the truth to deny service. Never did I state that the air conditioner had malfunctioned before the day I made the claim. I hope that the call was recorded so that it can be reviewed by Mr. [redacted]. I will leave it at that as after reviewing the most recent complaints against this entity, I see a trend forming that this is a common practice of the Old Republic Home Protection Company, Inc. I have sent in the written request for cancellation within period necessary in the state of Washington to receive full reimbursement. I expect that this matter will be resolved in a timely matter. Until then, please keep this complaint active.

Initial Business Response /* (1000, 5, 2014/08/29) */
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 Provider and individuals involved, ensuring they understand the result of their actions and comments.
I have reviewed the file and my associate, Mr. [redacted] has spoken with Mr. [redacted], and 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 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, 2014/09/11) */
(The consumer indicated he/she DID NOT accept the response from the business.)
Please, understand that so far as of Sept XX XXXX the company has provide only lip-service!
They called very politely and asked to wait until The the 2nd or the 3rd of the month and they will investigate. The manager that called though that there should be no relationship between a grounded compressor and a dryer or a filter, and he also promised to call back no later than the Fri the 5th. It is almost a week later and we are going through the hottest part of the summer with temperatures soaring over 95f every day. Please, help.
Final Business Response /* (4000, 9, 2014/09/12) */
Ms. [redacted],
Please inform Mr. [redacted] that my associate, Ms. [redacted] left him a message this morning to discuss a resolution of his service request. Ms. [redacted] can be contacted at XXX-XXX-XXXX ext [redacted]
Sincerely,
[redacted]
Claims Manager
Old Republic Home Protection
Final Consumer Response /* (2000, 11, 2014/09/24) */
(The consumer indicated he/she ACCEPTED the response from the business.)
The Company investigated and found out that he AC unit is eligible for repair and ordered a new compressor and the contractor replaced it on Tue Sept 23, 2014. I am very pleased and satisfied with the end results. I also like to aknowledge the management team that contacted me and resolved the issue.

Initial Business Response /* (1000, 5, 2014/08/12) */
Ms. [redacted]
Revdex.com
Re: Plan XXXXXXXX
Dear Ms. [redacted],
Regarding the denial of coverage for the garage door opener; I have reviewed the file that indicates the Plan Holder purchased the Standard Plan and the Ultimate Protection...

Upgrade, however, the Optional Garage Door Opener Coverage was not purchased. As a result, coverage was denied when Mrs. [redacted] called us on August 8th to place a service request for the garage door opener.
Please extend our apologies to Mr. and Mrs. [redacted] that Old Republic Home Protection is unable to assist them with their request for service.
If they have any question, please advise them to contact us at XXX-XXX-XXXX for assistance.
Sincerely,
[redacted]
Claims Manager
Old Republic Home Protection

Initial Business Response /* (1000, 5, 2015/09/10) */
Ms. [redacted]
Revdex.com
RE: Plan # XXXXXXXX
Dear Ms. [redacted],
Regarding the service request for the air conditioner and payment of the Trade Call Fee; I have reviewed the file that indicates the Independent Network Service...

Provider dispatched by Old Republic Home Protection (ORHP) diagnosed that the air conditioner is a mini-split ductless system. According to the Plan, mini-split ductless systems are excluded from coverage.
Please refer to page 3 under Air Conditioner/Cooler Not Covered that states:
"Not Covered ... mini-split ductless systems ... "
Although the Plan requires payment of the Trade Call Fee whether service is covered or denied, as a result of the circumstances that occurred, and strictly as a matter of goodwill, ORHP has agreed to refund your Trade Call Fee. A check for $60 will be mailed to you within the next ten business days.
If you have any additional needs for service during your Plan term, please contact us at
XXX-XXX-XXXX for assistance.
Best regards,
[redacted]
Plan Compliance Manager
Old Republic Home Protection

Initial Business Response /* (1000, 5, 2015/05/05) */
Ms. [redacted]
Revdex.com
Re: Plan XXXXXXXX
Dear Ms. [redacted],
Regarding the service request for the air conditioner and the part number for the new evaporative coil; I have reviewed the file and confirmed with [redacted] at Services...

Unlimited that the replacement evaporative coil from Trane was delivered to them on [redacted] 1, 2015, and they have left a message for the Plan Holder to schedule an appointment.
Please advise Ms. [redacted] to contact Services Unlimited at XXX-XXX-XXXX to schedule the installation of the evaporative coil.
With regard to the part number of the new Trane evaporative coil; the part number is XXXXXXXXXX.
If Ms. [redacted] has any questions, please advise her to contact my associate, Ms. [redacted], at XXX-XXX-XXXX ext. [redacted] for assistance.
Sincerely,
[redacted]
Claims Manager
Old Republic Home Protection
Initial Consumer Rebuttal /* (3000, 7, 2015/05/06) */
(The consumer indicated he/she DID NOT accept the response from the business.)
Old Republic's response to my complaint is not satisfactory or acceptable. To begin, their story keeps changing with regard to part numbers. The part number referenced by Mr. [redacted] is not the part number on the "invoice" that he emailed to me this morning. The part number on what appears to be a redacted invoice is SFCXXXXX. A local Trane dealer in my area researched this part number today and informed me that it is not the "original" part for my unit - it is not the original design and would require a good deal of modification to make it work with the current system - it would be a "shoe horn" or "band aid" fix. Secondly, I did not authorize Old Republic to order the coil they ordered. When they left me a voicemail on the evening of 4/21 saying a purchase order had been placed, I promptly called them on 4/22 when I received the voicemail and told them to cancel the purchase order, because if they could indeed find the specific original OEM part for the model and serial number of my system, then I wanted to take a cash out option rather than having the coil installed. I also said that I wanted written proof that the part was the correct original OEM coil for my model, which they refused to provide (nothing was provided in writing until today, after this complaint was filed). Old Republic is now trying to bully and threaten me by saying that the coil they ordered (without my authorization or agreement, and specifically against my request to cancel the purchase order) cannot be returned and that I must make arrangements to have the coil installed. I have already made arrangements for a system replacement, which will occur tomorrow ([redacted] 7) with my local Trane dealer who installed my downstairs system last [redacted], which Old Republic authorized. I continue to stand firm on my settlement offer of $4,000, which is significantly less than the actual out of pocket expenses I will incur.
Final Business Response /* (4000, 9, 2015/05/08) */
Dear Ms. [redacted],
Please inform Ms. [redacted] as stated in the information provided by our Service Provider, and the information we received from the Trane Supplier, the equipment ordered and delivered is the correct equipment to complete the repair. The Service Provider has advised us that he is not aware of any other repairs needed to repair the air conditioner. If the equipment is allowed to be installed, and it is then determined there is another issue with the operation of the equipment, we will stand by the necessary repair in accordance with the terms of coverage. If Ms. [redacted] wishes to have the repair covered, she will need to allow us the opportunity to complete the repair. The Plan specifically excludes reimbursement for unauthorized repairs by Out-Of-Network Contractors.
With regard to the ordering of the equipment; according to the file notes, on April 13, 2015, my associate, Mr. [redacted] spoke with Ms. [redacted] regarding her question why the condenser and air handler were not both being replaced. Mr. [redacted] explained to her why, and she agreed to pay the $275 in non-covered costs; that's when the equipment was ordered. Equipment is not ordered unless the Plan Holder agrees to pay for the non-covered portion of the repair.
I have provided Ms. [redacted] the information from the Service Provider and the Trane supplier, which support the part needed to complete the repair is available. She can cancel her appointment with her Out-Of-Network Contractor if she wishes to do so, and allow Old Republic Home Protection the opportunity to complete the covered repair since Trane has informed us that they will not allow the return of the coil.
If Ms. Berhschein will agree to have the repair completed by our Service Provider, please advise her to contact me, and I will arrange for the Service Provider to schedule an appointment.
Sincerely,
[redacted]
Old Republic Home Protection
Final Consumer Response /* (4200, 11, 2015/05/20) */
(The consumer indicated he/she DID NOT accept the response from the business.)
Once again, Mr. [redacted] is stating incorrect facts. When I spoke with [redacted] on 4/13/15, he informed me that in order for ORHP to even begin researching whether they could find the particular original OEM part for my specific unit, that I would need to agree to pay the $275 IF, and only IF, they could find the specific part AND I agreed to have it installed, neither of which occurred. During that conversation, I specifically asked Mr. [redacted] whether they would let me know the results of their research before they proceeded with ordering the part if it could in fact be found, and he assured me that yes, I would be contacted before any part was ordered. We specifically discussed whether I would have the opportunity to discuss and/or request a cash out option once the research was complete and prior to any orders being place, and he confirmed that I would indeed have that opportunity, which clearly did not occur. Mr. [redacted] also specifically assured me that I would not be "on the hook" (i.e., liable) for the $275 or any other amount unless the specific part could be found AND was installed, again, neither of which occurred.
I find it very ironic that ORHP dragged its feet and was very unresponsive in communicating with me for about a month, until after I filed this complaint with Revdex.com. But after a month of no air conditioning in the height of pollen season, I took matters into my own hands and had it repaired by the same company ORHP had authorized to repair my other system less than a year ago. I have filed a lawsuit against ORHP in small claims court.

Initial Business Response /* (1000, 5, 2015/01/26) */
Ms. [redacted]
Revdex.com
Re: Plan # XXXXXXXX
Dear Ms. [redacted],
Regarding the service request for the heating system; on behalf of Old Republic Home Protection (ORHP) and its employees, please extend our sincere apologies for the...

circumstances outlined in Mrs. [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 Mrs. [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 to honor Mrs. [redacted]'s request, and refund the $75 Trade Call Fee paid to the Independent Network Service Provider. In addition, the file indicates that my associate, Ms. [redacted] spoke with Mr. [redacted] on January 23, 2015, and is following up to resolve the service request in a timely manner.
If Mr. or Mrs. [redacted] has any questions, please inform them to contact Ms. [redacted] at XXX-XXX-XXXX ext. [redacted] for assistance.
ORHP appreciates Mrs. [redacted] taking the time to provide her opinion and perspective of her service experience, which in turn, provides ORHP the opportunity to improve the service we provide to our customers.
Best regards,
[redacted]
Claims Manager
Old Republic Home Protection

Initial Business Response /* (1000, 5, 2014/04/24) */
Ms. [redacted]
Revdex.com
RE: Plan # XXXXXXXX
Dear Ms. [redacted],
Regarding the service request for the pipe leak; 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.
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, 2014/07/24) */
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.
After a review of the file, ORHP has agreed, strictly as a matter of goodwill, to reimburse
Mr. [redacted] the $60 Trade Call Fee. The reimbursement has been processed and a check will be mailed to Mr. [redacted] within the next ten business days.
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

Complaint: [redacted]I am rejecting this response because: my previous response stands as well. Please send the address that my lawyer can send the proceedings to.
 
Sincerely,[redacted]

Initial Business Response /* (1000, 5, 2015/01/28) */
Ms. [redacted]
Revdex.com
Re: Plan # XXXXXXXX
Dear Ms. [redacted],
Regarding the service request for the washing machine drain line and Mr. [redacted]'s 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 Mr. [redacted]'s letter.
ORHP, like other home warranty companies, uses Independent Network Service Providers to service our Plan Holders. Although efforts are made to dispatch qualified Service Providers that can provide quality service, occasionally circumstances occur that are unacceptable to ORHP and our Plan Holder.
I assure you, ORHP employees value the trust each of our Plan Holders place in us to resolve their service request in a timely and professional manner and when this does not occur, steps are taken to review what went wrong and implement improvement.
Based on the information you provided, I have taken personal responsibility to address the issues outlined with the Service Provider and individuals involved, ensuring they understand the result of their actions and comments.
I have reviewed the file that indicates the Out-Of-Network Contractor, Villazon Plumbing, diagnosed the cause of failure of the drain pipe was the result of the pipe being undersized; the installer of the drain pipe used 1.5 inch drain pipe and should have used 3.0 inch to provide proper drainage of the washing machine.
Please refer to page 8 of the Plan titled Limitations of Liability that states:
"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
E. Improper repair/installation/modification of the covered item."
With regard to your belief that the repair is covered under the Platinum Protection, which includes Ultimate Protection; please refer to page 4 under Ultimate Protection 10 (d) that states:
"Coverage does not apply if the cause of failure of the system or appliance is solely due to the improper installation ... "
If Mr. [redacted] has any additional information he believes should be considered, please inform him to provide it to me for review.
With regard to the Trade Call Fee; although the Trade Call Fee is due whether the service request is covered or denied, as a gesture of goodwill, ORHP has agreed to refund the Trade Call fee Mr. [redacted] paid to Sears. The refund has been processed and will be mailed to Mr. [redacted] within the next ten business days.
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, 2015/02/05) */
(The consumer indicated he/she ACCEPTED the response from the business.)
I really feel that this is something my home inspector should have brought to my attention. Every piece of plumbing pipe installed is only 1.5 inches. So from my understanding this does not meet building code and by Old Republic's standards would be considered an improper installation. It isn't Old Republic's fault that my home inspector failed to do his job. I also expected to have been told of things that aren't covered in this home warranty plan when my realtor sold me the warranty plan. As a first time homebuyer I purchased a home warranty plan thinking that things would be fixed if problems occured after making a major purchase. I did not realize I needed to goto school to learn building code to determine what is installed properly and what is not so that I can determine what would be covered under a particular home warranty plan. Since my Warranty coverage is expiring soon i'm guessing that is why Old Repubic unwilling to cancel my contract and offer a refund.
Final Consumer Response /* (3000, 12, 2015/03/17) */
It has been 30 days since this case was closed however the $60 Trade Call Fee has not been received. ORHP stated in its response "With regard to the Trade Call Fee; although the Trade Call Fee is due whether the service request is covered or denied, as a gesture of goodwill, ORHP has agreed to refund the Trade Call fee Mr. [redacted] paid to Sears. The refund has been processed and will be mailed to Mr. [redacted] within the next ten business days." It would appear this was not the case.
Final Business Response /* (4000, 14, 2015/03/18) */
Dear Ms. [redacted],
Please extend our sincere apologies that Mr. [redacted] has not received his Trade Call Fee refund check. As the result of technical difficulties, the check was not mailed; I assure you the check will be mailed within the next seven days, and I will follow up to ensure it is mailed.
Sincerely,
[redacted]
Claims Manager
Old Republic Home Protection

Initial Business Response /* (1000, 5, 2016/03/23) */
Ms. [redacted]
Revdex.com
Re: Plan XXXXXXXX
Dear Ms. [redacted],
Regarding the service request for the garage door opener; I have reviewed the file that indicates the technician from A-1 Door Service diagnosed the limit switch for...

the garage door opener failed and required replacement. In addition, the garage door springs and rollers failed and must be replaced. Since the Plan includes coverage for garage door springs under the Ultimate Protection optional coverage, Old Republic Home Protection (ORHP) authorized the replacement of the springs, and the replacement of the limit switch for the garage door opener. Coverage for garage door rollers are not listed as a covered item in the Plan.
Please extend our sincere apologies to Mr. [redacted] that the terms and conditions of the Plan do not provide coverage for garage door rollers. 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.
According to the file, on March 22, 2016, my associate, Ms. [redacted] spoke with Mr. [redacted] and provided him the option of A-1 Door Service completing the covered repair, or a settlement of $180, which represents our cost to complete the repair. Mr. [redacted] advised her that he would call her back with a decision. Please advise Mr. [redacted] to contact Ms. [redacted] at XXX-XXX-XXXX Ext. 1198 at his earliest convenience, and she will provide assistance to resolve the service request in a timely manner.
Sincerely,
[redacted]
Plan Compliance Manager
Old Republic Home Protection
Initial Consumer Rebuttal /* (3000, 7, 2016/03/24) */
(The consumer indicated he/she DID NOT accept the response from the business.)
Before I set up the appointment with a 1 I called old republic to check on coverage and was told both spring band rollers were covered so I set the appointment and paided 100 dollars since I was told it would be covered she did offer the 180. But I paid the 100 deductible so I would get i0 dollars towards the cost of about a 400 dollar job. I was lied to about the time frames when a 1 contacted them and told me they were coming out to replace both items after several calls they were caught in several lies I understand if things were not in a contract but when you call and ask if covered before any appointments are set up and deductibles are paid they should cover what they said and the lady was very clear both items were covered this is not accectable
Final Business Response /* (4000, 15, 2016/03/29) */
Dear Ms. [redacted],
As previously referenced, the garage door rollers are not included with the Plan coverage. Please advise Mr. [redacted] to let me know if he wishes to pay for the replacement of the garage door rollers, and ORHP will cover the garage door springs and garage door opener limit switch, or if he wishes to cancel the service request, as a gesture of goodwill I will refund his $100 Trade Call Fee.
Sincerely,
[redacted]
Plan Compliance Manager
Final Consumer Response /* (4200, 19, 2016/03/31) */
(The consumer indicated he/she DID NOT accept the response from the business.)
I do believe these calls are recorded please ask to hear them when I called and requested service this was ask if covered and I was told yes before I paid the $100 this will end where the confusion came in. This has gone on way too long I need this fixed asap

Initial Business Response /* (1000, 5, 2015/09/02) */
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 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, my associate, Ms. [redacted] has left a message for Ms. [redacted] to discuss her service request, and will follow up to ensure it is resolved in a timely manner. Please advise Ms. [redacted] 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]
Plan Compliance Manager
Old Republic Home Protection
Initial Consumer Rebuttal /* (3000, 7, 2015/09/03) */
(The consumer indicated he/she DID NOT accept the response from the business.)
I feel like this was a generic response with names copied and pasted in. I don't feel like anyone will be held accountable for their actions. My husband ending spending close to $100 and over five hours sweating in our attic to fix the air conditioner himself. The only reason anyone from ORHP has reached out to us is because I informed multiple realtors in the area of this incident who then contacted ORHP regional sales rep who saw his business was rapidly declining in an area whose growth surpassed [redacted] city in the country so far this year. I want to make sure if we ever have AC issues again, we don't have to worry about Refrigeration Techniques being called to our home again. I feel if they review the history on the account and mine and my husbands account of our experience, it only makes sense for ORHP to drop them from their contractor list. They did admit to replacing the whole outside unit without even "looking in the attic to see that it actually just needed cleaned." I would also like an action plan enforced to ensure customer service reps are providing consistent information so customers such as myself aren't told something different each time a call is placed and the reps are held accountable when reviewing calls in which they are rude and negative towards customers who are concerned with their services. I don't feel like I receieved anything but a generic response given to every complaint. Give me proof plans are in place. Take actual action to make your company better instead of continuing to do the bare minimum which is what got us here to begin with.
Final Business Response /* (4000, 9, 2015/09/08) */
Dear Ms. [redacted],
As expressed in our previous response, we sincerely apologize for the delays and circumstances that occurred, and I assure you this situation has been addressed with the Service Provider and individuals involved.
According to the file, my associate, Ms. [redacted], spoke with Mr. [redacted] on September 2, 2015, and he is forwarding her an invoice from their Out-Of-Network Contractor for review and processing of coverage repairs. .
If Mr. or Mrs. [redacted] has any further questions, please advise them to contact Ms. [redacted] at
XXX-XXX-XXXX Ext. [redacted] for assistance.
Sincerely,
[redacted]
Plan Compliance Manager
Old Republic Home Protection