Old Republic Home Protection Company, Inc.

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

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, 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, 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, 2014/04/24) */
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, 2014/05/09) */
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

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.

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.

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, 2015/08/10) */
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.)

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, 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

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, 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, 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

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, 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, 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, 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, 2014/10/01) */
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]' 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.
As a result of the circumstances that occurred, ORHP has agreed to provide Mr. [redacted] the balance of the compressor replacement estimate, and a check for $1,158 will be mailed to him 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, 2014/10/02) */
(The consumer indicated he/she ACCEPTED the response from the business.)
The response from ORHP is acceptable and appreciated.
Thank You
Consumer Response /* (3000, 12, 2014/11/05) */
Case#XXXXXXXX
Old Republic Home Protection response from Mr. [redacted] was accepted in hopes that he would honor his promise to compensate us a total of $1158.00. To date we have not received anything from Old Republic Home Protection.
Business Response /* (4000, 14, 2014/11/06) */
Dear Ms. [redacted],
Regarding the reimbursement check; I have reviewed the file and the check was mailed on October 1, 2014, and mailed to the property address we have in our computer system; [redacted] St., [redacted], LA.
Please advise Mr. [redacted] if there has been a change of address, to please inform me and I will re-issue the check.
Sincerely,
[redacted]
Old Republic Home Protection
Business Response /* (-10, 15, 2014/11/06) */
Dear Ms. [redacted],
We contacted our bank and they informed us that the check cleard on October 9, 2014. Please inform our Plan Holder to contact me if they did not cash the check, and I will obtain a copy of the cashed check from our bank.
Thank you
Sincerely,
[redacted]
Old Republic Home Protection
Consumer Response /* (2000, 17, 2014/11/10) */
(The consumer indicated he/she ACCEPTED the response from the business.)