Old Republic Home Protection Company, Inc.

Initial Business Response /* (1000, 5, 2014/01/31) */
Ms. [redacted]
Revdex.com
Re: Plan # XXXXXXXX
Dear Ms. [redacted],
Regarding Mr. [redacted]’s request to cancel his Plan; I have reviewed the file and confirmed we received a request to cancel the Plan on January 28th ,and the Plan...

refund was processed on January 29th.
If Mr. [redacted] has any additional questions, please inform him to contact us at XXX-XXX-XXXX for assistance.
Sincerely,
[redacted]
Claims Manager
Old Republic Home Protection

Initial Business Response /* (1000, 5, 2014/09/30) */
[redacted]
Revdex.com
Re: Plan XXXXXXXX
Dear Ms. [redacted],
Regarding the service request for the air conditioner; I have reviewed the file and my associate, Ms. [redacted], has left a message for Mr. [redacted] to discuss his service request....


Please inform Mr. [redacted] to contact Ms. [redacted] at XXX-XXX-XXXX ext. 7608 at his convenience.
Sincerely,
[redacted]
Claims Manager
Old Republic Home Protection
Initial Consumer Rebuttal /* (3000, 7, 2014/10/01) */
(The consumer indicated he/she DID NOT accept the response from the business.)
The company is not going to do anything and says nothing about fixing the problem I have or my refund !
Final Business Response /* (4000, 9, 2014/10/02) */
Ms. [redacted],
I reviewed the file that indicates Ms. [redacted] spoke with Mr. [redacted] on September 30th, 2014, and as a result of the denial of coverage,Mr [redacted] has requested the Plan be cancelled.
We apologize the terms and conditions of the Plan do not provide coverage in this situation, While the intent of Old Republic Home Protection is to provide as much coverage as possible, the Plan is not all inclusive and there are limitations which are standard in the home warranty industry.
I have confirmed that Ms. [redacted] has forward his request to our Accounting Department, and the Plan has been cancelled; Mr. [redacted] receive the Plan refund within the next ten business days.
Sincerely,
[redacted]
Old Republic Home Protection

I, for the most part, have only had positive experiences with old republic. Of course the quality of service can vary depending on the rep you get over the phone, but I more often than not will get someone nice. My most recent experience was with my AC unit not working. I had a techician there the following day and he reported back to old republic that it could not he fixed and needed to be replaced. Within 4 days of INITIALLY contacting old republic about the AC, I had a new unit installed. I had to pay some fees myself out of pocket, but it was pennies in comparison to what I would have paid had it all come out of pocket. I am extremely pleased with their service and will renew when the time comes.

We purchased a home and paid Old Republic for their service protection of our home. Unfortunately, when we called about our water softener, they sent out a technician to fix it. It was repaired but still had problems afterwards. When we called back two weeks later, old republic supposedly sent the same man back but never showed to our home. We called them several times stating this guy went out of business. One of the representatives told us to get someone to check it. Aqua pro came by to check our water and found it to be contaminated with salt. He stated he could change the system and he did it. But Old Republic kept telling different stories. We could not speak to the same person, it was different one with another story. Please do not use Old Republic, they will not fix anything in your home. They are a waste of money and time. Save your money and go to some other company.

Initial Business Response /* (1000, 5, 2014/08/20) */
Ms. [redacted]
Revdex.com
Re: Plan XXXXXXXX
Dear Ms. [redacted],
Regarding the service request for the dishwasher; on behalf of Old Republic Home Protection (ORHP) and its employees, please 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.
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, 2014/08/22) */
(The consumer indicated he/she DID NOT accept the response from the business.)
After hours spent on the phone Old Republic agreed to allow a contractor selected by us fix the appliance. This was because the second company selected by them did not have time to come and evaluate the appliance for a week. A repair company came and evaluated the dishwasher. Their written recommendation was to replace the unit. Old Republic initially said this is fine, but later they said it was a misunderstanding and they will only pay for a repair.
Final Business Response /* (4000, 9, 2014/08/26) */
Dear Ms. [redacted],
I reviewed the file, and the Independent Out-Of-Network Contractor hired by Mr. [redacted] informed us that the dishwasher is only five years old, and repair parts are available. The only reason the technician suggested replacement is because the Fisher & Paykel dishwasher that Mr. [redacted] has is expensive to repair; not that it wasn't worth repairing, or that parts were unavailable.
ORHP authorized the repair in accordance with the terms and conditions of the Plan, and Mr. [redacted] has provided us the invoice; the reimbursement for the repair will be mailed to him within the next ten business days.
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
Final Consumer Response /* (2000, 11, 2014/09/04) */
(The consumer indicated he/she ACCEPTED the response from the business.)
Problem solved due to Revdex.com intervention. Communication with Old Republic representatives has been poor and confusing.

Initial Business Response /* (1000, 6, 2015/03/18) */
Dear Ms. [redacted],
I am unable to locate this Plan Holder in our system using the address provided. Please advise Mr. [redacted] to provide me his Plan number so I can review his concerns and appropriately respond.
Thank...

you
Sincerely,
[redacted]
Claims Manager
Old Republic Home Protection
Initial Consumer Rebuttal /* (3000, 8, 2015/03/19) */
(The consumer indicated he/she DID NOT accept the response from the business.)
Plan Number: XX-XXX-XXX
Final Business Response /* (4000, 10, 2015/03/20) */
Ms. [redacted]
Revdex.com
Re: Plan # XXXXXXXX
Dear Ms. [redacted],
Regarding the service request for the water heater and 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 ORHP [redacted] agree to honor Mr. [redacted]'s request, and the $60 Trade Call Fee for the water heater service request has been waived.
ORHP appreciates Mr. [redacted] taking the time to provide his opinion and perspective of his service experience, which in turn, provides ORHP the opportunity to improve the service we provide to our customers.
If Mr. [redacted] has any questions, please advise him to contact us at XXX-XXX-XXXX for assistance.
Best regards,
[redacted]
Claims Manager
Old Republic Home Protection
Final Consumer Response /* (2000, 12, 2015/03/23) */
(The consumer indicated he/she ACCEPTED the response from the business.)
I appreciate the response and I am glad to hear you are willing to waive the service call fee. Although, I want to ensure that you are aware that I called an ORHP rep and he took the service providers side over the customer, which is the real issue. This could have easily been handled during that phone conversation. In the future, I hope that it can be handled during the initial phone call. Again, thanks for the response and waiving the fee.

Initial Business Response /* (1000, 5, 2015/01/15) */
Ms. [redacted]
Revdex.com
Re: Plan XXXXXXXX
Dear Ms. [redacted],
Regarding the denial of coverage for the water heater and payment of the Trade Call Fee; I have reviewed the service request which indicates that the Independent Network...

Service Provider diagnosed the water heater was operating as designed, and found no mechanical malfunction. He did advise that the water heater was improperly installed.
According to the coverage under the Ultimate Protection, the Plan does not cover to correct an improper installation, unless there is a covered repair needed to the system or appliance.
Please refer to page 4 of the Plan 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/repair/modification ... "
With regard to the Trade Call Fee; although the Trade Call Fee is due, regardless if the service is covered or denied, as a gesture of goodwill, Old Republic Home Protection has agreed to honor Mr. [redacted]'s request to refund the Trade Call Fee. A check for $60 will be mailed to him within the next ten business days.
Please inform Mr. [redacted] that his water heater is still covered by the Plan, and if he requires service in the future, to contact us at XXX-XXX-XXXX for assistance.
Sincerely,
[redacted]
Claims Manager
Old Republic Home Protection
Initial Consumer Rebuttal /* (2000, 7, 2015/01/16) */
(The consumer indicated he/she ACCEPTED the response from the business.)

Initial Business Response /* (1000, 5, 2014/07/03) */
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 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 Ms. [redacted] at XXX-XXX-XXXX ext [redacted] for assistance.
ORHP appreciates Mr. [redacted] taking the time to provide his opinion and perspective of his service experience, which in turn, provides ORHP the opportunity to improve the service we provide to our customers.
Best regards,
[redacted]
Claims Manager
Old Republic Home Protection
Initial Consumer Rebuttal /* (3000, 7, 2014/07/04) */
(The consumer indicated he/she DID NOT accept the response from the business.)
All they done so far was to change contractors. My AC still is not fixed.
So far nothing changed yet.
Hopefully with the new contractors it will work, but the jury is still out.
45 days with a broken AC. And counting.
Final Business Response /* (4000, 21, 2014/07/17) */
Ms. [redacted],
I spoke with the Independent Network Service Provider, Aaron's HVAC, and the completion of the repair is scheduled for today. Please extend our sincere apologies to Ms. [redacted] for the delay. I assure you, this will be addressed with the owner of Aaron's HVAC.
Sincerely,
[redacted]
Claims Manager
Old Republic Home Protection
Final Consumer Response /* (3000, 13, 2014/07/10) */
(The consumer indicated he/she DID NOT accept the response from the business.)
No work has still been performed in my AC. The second contractor they sent could not perform the job, they have yet assigned a new contractor.
my AC still does not work, that is the bottom line.

Initial Business Response /* (1000, 5, 2014/09/19) */
Ms. [redacted]
Revdex.com
Re: Plan XXXXXXXX
Dear Ms. [redacted],
Regarding the brand of air conditioner being installed by Old Republic Home Protection (ORHP), and the non-covered costs; I have reviewed the file and ORHP has authorized...

the replacement of the condenser with Payne equipment, manufactured by Carrier Corporation. Please extend our sincere apologies to Mr. [redacted] for any confusion in regard to receiving equipment with a Carrier label; the label on the equipment is Payne, and is manufactured by Carrier Corporation with the same parts warranty as all Carrier manufactured equipment.
Although the Plan does not guarantee to match brand, please assure Mr. [redacted] that we have matched the features, capacity, and efficiency of the existing equipment in accordance with the terms of coverage.
With regard to the modifications and refrigerant recapture that is necessary to complete the installation of the new equipment; we apologize the terms and conditions of the Plan do not provide coverage for these costs.
Please refer to page 8 of the Plan titled Limitations of Liability under General Limitations and Permits and Other Fees that states:
This Plan does not cover:
"N. Matching dimensions, color (including stainless steel) or brand. We are
responsible for providing installation of equipment comparable in features
(features that affect the operation of the system or appliance), capacity and
efficiency only. "
Permits and Other Fees:
A. You [redacted] be responsible for the payment of additional fees not covered according
to the terms and conditions of the Plan. These fees [redacted] include, but are not
limited to:
4. The cost of construction, carpentry or other modifications made necessary
by existing or installing different equipment.
6. Costs related to refrigerant recapture, reclaim and disposal."
According to the file, my associate Ms. [redacted] has spoken with Mr. [redacted], and he informed her that he will contact her when he decides if he would prefer to have the equipment replaced, or receive a cash settlement for our cost of the covered repair.
Please inform Mr. [redacted] if he has any questions, to contact Ms. [redacted] at XXX-XXX-XXXX ext [redacted] at his convenience.
Sincerely,
[redacted]
Claims Manager
Old Republic Home Protection
Initial Consumer Rebuttal /* (3000, 7, 2014/10/01) */
(The consumer indicated he/she DID NOT accept the response from the business.)
With regards to the brand of the unit, there is no "confusion" as Mr. [redacted] indicated. I was specifically assured by several ORHP reps that I will receive a Carrier unit. They were hiding the fact that the unit they were planning to install was not a Carrier unit. It took me multiple calls and tremendous amount of time to find out that they were going to install a Payne unit.
Payne unit is different from a Carrier unit in the same way as Dodge cars are different from Mercedes or how Scion cars different from Lexus. Payne brand was bought by a corporation that makes Carrier units, but it doesn't make it a Carrier brand. Payne units are the cheapest A/C units on the market. Even though Mercedes bought Chrysler, nobody would argue that a Dodge car is the same thing as a Mercedes, so why would ORHP argue that Payne unit is the same thing as Carrier unit? The problem is that I don't have a Payne A/C unit. I have a Carrier unit which is valued significantly higher than Payne units and I don't want it to be replaced by the cheapest unit on the market, especially after I was assured by ORHP multiple times that I will receive a Carrier brand unit.
As far as the installation costs, ORHP has never provided me with the limitations until after I paid for the policy. They cannot send customers exclusions after they receive the money for the policy. That should have been provided to me at the time of renewal. As I stated before, the original policy was purchased by the seller of the house. At the time of renewal, ORHP sent me the renewal notice that had a line item for A/C additional coverage which I paid assuming that if anything happens with my A/C that it will be covered by ORHP. They never informed me that I had an option to buy a different coverage for my A/C that was a better value nor have they provided me with exclusions to the policy. All that was indicated to me was that if I wanted A/C to be covered, I should pay additional $100 which I did. Now, they are claiming all kinds of exclusions and are refusing to cover installation costs.
Once again, I'm asking ORHP to cover the costs of the installation and to install a Carrier brand unit or equivalent, but providing me with the cheapest unit on the market and not paying for its' installation is unacceptable.
Final Business Response /* (4000, 9, 2014/10/02) */
Dear Ms. [redacted],
Regarding the service request for the air conditioner; please inform Mr. [redacted] he has the choice of accepting the equipment we are installing, or we will provide him a cash settlement equal to our cost for the covered repair.
With regard to adding Optional Coverage at the time of renewal; Please refer to the top of page 6 of the Application and Plan Contract that states:
"Optional Coverage may be added at any time prior to the close of sale and up to 30 days after close of sale. For homes not going through a Real Estate transaction, Optional Coverage cannot be added after the initial payment of Plan fee. Optional Coverage not selected may be unavailable at the time of renewal."
The Declaration Sheet that was sent to Mr. [redacted] upon payment of the Plan fee states:
"Optional Coverage: Your Old Republic Home Protection Plan offers optional coverage in addition to the Standard Contract. Optional Coverage that has already been paid for is noted below. In the event you would like to add other available options, please review the Optional Coverage section of the Contract which details the coverage and Plan fee. Additional coverage [redacted] be requested by calling us at XXX-XXX-XXXX. You must request and pay for optional coverage within 30 day from the effective date of the Plan or it shall be conclusively presumed that you did not wish to add additional coverage. Upon receipt of additional Plan fee, an updated Plan will be issued to confirm the coverage provided. Optional coverage not selected cannot be added after 30 days or at the time of renewal.
In addition, page 9 of the Plan Contract entitled Items You Should Know, states:
"Home Buyer's Coverage ....We offer a 30 day grace period from the close of sale during which you may add Optional Coverage. You must request and pay for Optional Coverage within the 30 day grace period or it shall be conclusively presumed that you do not wish to add additional Optional Coverage. Upon receipt of additional Plan fee, an updated Declaration of Coverage will be issued to confirm the coverage provided. Optional Coverage not selected may be unavailable at time of renewal."
Please inform Mr. [redacted] to contact my associate, Ms. [redacted] at XXX-XXX-XXXX ext [redacted] with his decision.
Sincerely,
[redacted]
Claims Manager
Old Republic Home Protection
Final Consumer Response /* (4200, 13, 2014/10/10) */
(The consumer indicated he/she DID NOT accept the response from the business.)
[redacted]'s response is 100% representative of how ORHP staff deal with their customers. They ignore everything that the customer is saying. Then, they read you statements out of their policies, and then, they tell you to take what they are willing to give you or leave. God Almighty I should be so thankful to ORHP for whatever their highnesses are willing to give me. Unfortunately, that rude and condescending approach is not going to work in this situation. I don't understand how this company with so many complaints has an A rating with Revdex.com.
Dear [redacted],
Since you have been ignoring what I've been saying and have been selectively responding to my complaint, I'll break it down into different sections for you. Please explain to me the following:
1) Why did your staff promised me that you would install a Carrier brand unit and now you are refusing to follow through on that? Why did it take me more than 5 calls to get to the truth and to get the model of the unit that you were actually going to install? Why do your reps lie and hide the facts? This was not a misunderstanding since I have been told the same thing by multiple reps.
I was told by several ORHP reps that you will be installing 4 ton 13 seer Carrier brand unit because I have a Carrier unit and that the only thing that I can get. I specifically asked if I had a choice of a unit and I was told that I can only get a Carrier unit because that's what I have and you will not pay for anything else. I asked to email me the info on the unit that will be installed in my house and several of your reps refused to do that saying that they don't have email capabilities. I asked to fax it and they said that there is no fax machine in your office. Come on, we all know that's a total lie. What kind of business doesn't have email and/or fax?! I asked to mail me the info and they refused. I guess you don't have printers either. Maybe you don't want to put it in writing because you promise customers one thing, like a Carrier brand unit, but order and install something completely different, like a Payne unit which is the cheapest unit you can find on the market?
How is that a legal and fair business practice?
Only by calling multiple times and by being persistent and obnoxious was I able to find out what was the actual A/C unit that you were going to install in MY HOUSE. I was told time after time that there is no reason for me to have that information and that I have nothing to worry about, but obviously I did.
2. How can ORHP replace a Lexus with a Hyundai?
We have an a/c unit made by a well known and reputable brand just like Lexus cars. How can you take our Lexus and replace it with the cheapest possible unit on the market like a Hyundai? None of the insurance companies will be allowed to do that. This is absolutely outrageous.
3. As I stated before, on my renewal notice all that was noted was a line item of optional air conditioner coverage. Basically, it said that if I wanted the air conditioner to be covered by the home warranty, I should pay additional $100 which I did. I was not informed that there was another A/C coverage plan that I could upgrade to or that the coverage that was being offered to me had mile-long exclusions. Things like that have to be made clear prior or at the time of sale and not hidden in multi-page brochures emailed after the money for the policy was paid.
To that, you responded that after I paid for the policy, ORHP sent me a multi-page brochure and somewhere in there it said that I had 30 days to make changes to my plan. That's great, but that's not what I'm complaining about. The fact that you informed me that I could make changes to my policy after you got my money, doesn't change the fact that at the time of acquiring me as a customer, ORHP never informed me of my options and that the plan that was being offered to me was a barebones plan.
Why was it not listed on the renewal that I can upgrade to a better plan? Why did it not say that the plan you are offering to me is a limited plan? Even after you got the money and sent me the brochure about ORHP, the info on the A/C plan is hidden in the multi-page document. That's great that I was able to make changes within 30 days, but without providing me with clear info on your plans, I wouldn't know what my options are. Would I?
I am still requesting that ORHP replaces my Carrier unit with another Carrier unit per my agreement with ORHP customer service. And also that all the fees involved in replacement of the A/C unit be paid by ORHP.

Initial Business Response /* (1000, 6, 2014/09/11) */
Ms. [redacted]
Revdex.com
Re: Plan # XXXXXXXX
Dear Ms. [redacted],
Regarding the service request for the furnace, air conditioner, and ducts; 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 and Independent Part Suppliers, to service our Plan Holders. Although efforts are made to dispatch qualified Service Providers, and to obtain repair parts in a timely manner, 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.
According to the file, Ms. [redacted] is contacting Greater Comfort Heating and Air to schedule an appointment to complete the duct repair.
If Ms. [redacted] has any questions, please inform her to contact us at XXX-XXX-XXXX 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 Business Response /* (1000, 5, 2015/11/17) */
Ms. [redacted]
Revdex.com
RE: 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 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.
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 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, 2015/11/18) */
(The consumer indicated he/she ACCEPTED the response from the business.)
Thank you, and I appreciate ORHP goodwill in taking care of my issues. You just don't know what it means to have this issues handle with such care.
Thanks Revdex.com for staying on the job for the consume.

Just want to confirm that our plan will be cancelled Just wanted to confirm that we will be out of contract without further payments based on #3 on page 9 of the contract that states "plan will be cancelled based on mutual agreement".Complaint: [redacted]I am rejecting this response because:Sincerely,[redacted]

Initial Business Response /* (1000, 5, 2015/06/19) */
Ms. [redacted]
Revdex.com
Re: Plan XXXXXXXX
Dear Ms. [redacted],
Regarding the request for reimbursement for service completed to the air conditioner by an Out-Of-Network Contractor; please refer to page 7 of the Plan that states:
"We...

will not reimburse you for services performed without our prior authorization."
In addition, the Plan expired on [redacted] 6, 2015. However, strictly as a matter of goodwill, Old Republic Home Protection agrees to review the diagnosis and invoice. Please advise Mr. [redacted] to provide me a legible copy of the diagnosis and invoice for review, and I will contact him within five business days if the Plan will cover the repair.
Please advise him to forward the information to:
Old Republic Home Protection
P.O. Box 5017
San Ramon, CA XXXXX
Attn: [redacted]
Sincerely,
[redacted]
Claims Manager
Old Republic Home Protection

Initial Business Response /* (1000, 5, 2014/05/22) */
Ms. [redacted]
Revdex.com
Re: Plan # XXXXXXXX
Dear Ms. [redacted],
Regarding the service request for the garbage disposal and plumbing leaks; 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 Providers and individuals involved, ensuring they understand the result of their actions and comments.
According to the file, my associate, Ms. Murphy, has spoken with Mr. [redacted], and strictly as a matter of goodwill, she waived the $60 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 Business Response /* (1000, 5, 2014/05/09) */
Ms. [redacted]
Revdex.com
Re: Plan # XXXXXXXX
Dear Ms. [redacted],
Regarding the service request for your well pump; on behalf of Old Republic Home Protection (ORHP) and its employees, please extend our sincere apologies for the...

circumstances outlined in Ms. [redacted] letter.
I assure you, ORHP employees value the trust each of our Plan Holders place in us to resolve their service request in a timely and professional manner and when this does not occur, steps are taken to review what went wrong and implement improvement.
Based on the information you provided, I have taken personal responsibility to address the issues outlined with the individuals involved, ensuring they understand the result of their actions and comments.
I reviewed the file that indicates you informed us the source of the water leak is the filter for the well pump system, and the leak is not originating from the well pump.
Please refer to page 6 of the Plan under Well Pump/Booster Pump that states:
"Covered: Pump utilized for the main dwelling only."
We apologize the terms and conditions of the Plan do not provide coverage in this situation. While the intent of ORHP is to provide as much coverage as possible, the Plan is not all inclusive and there are limitations which are standard in the home warranty industry.
ORHP values Ms. [redacted] as a customer and we hope she will realize the value of the Plan and the many benefits it provides. If Ms. [redacted] still wishes to cancel her Plan, please inform her to mail a written request to ORHP, or fax the request to XXX-XXX-XXXX, and the Plan will be cancelled in accordance with the terms and conditions of the Plan.
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

This company is horrible. They keep putting a bandaid on my HVAC costing me several "trade fees" rather than replace. They offer a buy out which is about 10% of replacement just so they get out from under it.
Their contractors are bottom of the barrel companies that are bottom feeders. Late/missed appointments, fast response after job assigned then turns to horrible service.
I will not renew with this company.

Initial Business Response /* (1000, 5, 2015/08/10) */
Ms. [redacted]
Revdex.com
RE: Plan # XXXXXXXX
Dear Ms. [redacted],
Regarding the service request for the air conditioner; on behalf of Old Republic Home Protection (ORHP) and its employees, please extend our sincere apologies for the...

circumstances outlined in Ms. [redacted]'s letter.
ORHP, like other home warranty companies, uses Independent Network Service Providers to service our Plan Holders. Although efforts are made to dispatch qualified Service Providers that can provide quality service, occasionally circumstances occur that are unacceptable to ORHP and our Plan Holder.
I assure you, ORHP employees value the trust each of our Plan Holders place in us to resolve their service request in a timely and professional manner and when this does not occur, steps are taken to review what went wrong and implement improvement.
Based on the information Ms. [redacted] provided, I have taken personal responsibility to address the issues outlined with the Service Providers and individuals involved, ensuring they understand the result of their actions and comments.
I have reviewed the file that indicates the repair was completed on August 7, 2015, and the air conditioner was operating as designed. If Ms. [redacted] has any questions or a further need of service, please advise her to contact us at XXX-XXX-XXXX for assistance.
ORHP appreciates Ms. [redacted] taking the time to provide her opinion and perspective of her service experience, which in turn, provides ORHP the opportunity to improve the service we provide to our customers.
Best regards,
[redacted]
Claims Manager
Old Republic Home Protection
Initial Consumer Rebuttal /* (2000, 7, 2015/08/11) */
(The consumer indicated he/she ACCEPTED the response from the business.)

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.
Sincerely, [redacted]

Initial Business Response /* (1000, 8, 2014/05/02) */
Ms. [redacted]
Revdex.com
RE: Plan # XXXXXXXX
Dear Ms. [redacted],
Regarding the service request for the garage door opener; 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 Providers and individuals involved, ensuring they understand the result of their actions and comments.
I have reviewed the file and according to Mr. [redacted]'s Independent Out-Of-Network contractor, the garage door opener is operating as designed; however, the tension cables for the garage door are damaged and must be replaced.
Please refer to page 7 of the Plan titled When You Need Us that states:
"In accordance with the terms and conditions of the Plan, we will repair or replace systems and appliances mentioned as covered and we exclude all others."
We apologize the terms and conditions of the Plan do not provide coverage in this situation. While the intent of ORHP is to provide as much coverage as possible, the Plan is not all inclusive and there are limitations which are standard in the home warranty industry.
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, 2015/05/29) */
Re: Plan XXXXXXXX
Dear Ms. [redacted]
On behalf of Old Republic Home Protection and its employees, please extend our sincere thanks to Ms. [redacted] for being an Old Republic Plan Holder. It was a pleasure serving her the past two...

years. Upon review of her file, we concluded that her Plan was ineligible for renewal. We apologize for any inconvenience this [redacted] cause.
Please refer to page 9 of the Plan under RENEWALS that states:
"Renewals: The Plan will be renewed at our discretion. If your Plan is eligible for
renewal, we will notify you of the Plan fee and terms of renewal approximately
60 days prior to expiration of coverage. To ensure there is no lapse of coverage,
payment must be received prior to Plan expiration. Plan fees [redacted] increase upon
renewal."
In the event Ms. [redacted] wants to maintain her home warranty coverage, she [redacted] wish to contact another Home Warranty Company to obtain coverage. We recommend visiting the National Home Service Contract Association website at homeservicecontract.org for a list of reputable companies. We do not suggest companies that sell home warranties strictly over the internet, as many are not properly licensed and/or regulated as required.
Once at the site, click on the map, click on the appropriate state, and a list of NHSCA Member companies that conduct business in that state will appear. Please do not call the NHSCA, as they do not recommend specific providers, and are not staffed to provide additional assistance.
Again, we apologize for any inconvenience our decision has caused Ms. [redacted].

Respectfully,
Old Republic Home Protection Co., Inc.
Initial Consumer Rebuttal /* (3000, 7, 2015/06/01) */
(The consumer indicated he/she DID NOT accept the response from the business.)
"Renewals: The Plan will be renewed at our discretion. If your Plan is eligible for
renewal, we will notify you of the Plan fee and terms of renewal approximately
60 days prior to expiration of coverage. To ensure there is no lapse of coverage,
payment must be received prior to Plan expiration. Plan fees [redacted] increase upon
renewal."
We were notified that the plan was eligable for renewal (by mail)and were told the fee was $740.00. When we tried to renew we were told that our policy at Old Republics discrection was not going to be renewed without a reason. After several calls we were informed that we had used the plan and had cost them money.
They did not follow the above statment that states we would and we were notified that policy would be renewed. However they reneged on the offer despite their published policy.
Final Business Response /* (4000, 9, 2015/06/02) */
Dear Ms. [redacted],
A review of the file indicates that costs associated with service requested were processed after the Renewal Notice was mailed, which rendered the Plan ineligible for renewal. Please extend our sincere apology to Ms. [redacted] for any inconvenience. As stated in our previous correspondence, if Ms. [redacted] wishes to obtain coverage, that she contacts the National Home Service Contract Association for a referral.
Sincerely,
[redacted]
Claims Manager
Old Republic Home Protection
Final Consumer Response /* (4200, 13, 2015/06/03) */
(The consumer indicated he/she DID NOT accept the response from the business.)
It appears that the plan was cancelled because it was used. Old Republic offers a home warranty service that covers appliances, A/c and pool equipment. There is no indication that if the service is used that a member will not be able to a renew the contract,especially after a renew notification is sent out. Their response is "A review of the file indicates that costs associated with service requested were processed after the Renewal Notice was mailed, which rendered the Plan ineligible for renewal." This appears that Old Republic does not honor it's own policies of renewal and warranty ans misrepersents it service.
As previously stated, Old Republic advertises renewing home warranty "because a home warranty is cost effective coverage at it's best. Considering the comprehensie coverage provided at reasonable rates, coupled with the warranty industry claim rate of two calls per home per year, a home warranty truly gives you extensive budget protection, unparalleled risk reduction and complete Peace of Mind-Which, in itself, is priceless" Call today or visit www.orhp.com to renew in minutes."
The renewal notice stated that we had $1496.69 claims paid to date and the Old Republic renewal notice stated "Good thing you had the valuable protection of an Old Republic Home Warranty Plan because as each day passes, your home gets older and so do your home systems and appliances. Whether or not you had the need to place a service request during this year of coverage, having the peace of mind knowing that resolution to a home system or appliance failue is only a phone call away is invaluable- and that value grows each day as your home ages. Renew today to maintain this valuable coverage-you can't afford to be without it. Old Republic Home Protection saves its Plan Holders hundreds if not thousands of dollars a year-this could be you, but only if you renew". The cost to date of the plan was on the renewal notice. The company should not renig on it's renewal offer.