Old Republic Home Protection Company, Inc.

Dear [redacted],
 
Please advise Mr. [redacted] that the adding of refrigerant to his system by an Out-of-Network Contractor (OONC) was an unauthorized repair of his air conditioner. As outlined on page 7 of the Plan, Old Republic Home Protection does not reimburse for unauthorized repairs.
 
In addition; the OONC should not have recharged the system with refrigerant if they diagnosed the source of a refrigerant leak, and should have provided Mr. [redacted] an estimate to correctly repair the air conditioner. The file indicates once we received the diagnosis by the OONC, we dispatched another Service Provider to diagnose the air conditioner system.
 
According to the file, on August 31, 2016, we confirmed that the condenser was replaced by a network Service Provider.
 
Should you feel this claim has been wrongfully denied, in whole or in part, you may request further assistance by 1) calling us directly, 2) contacting the Revdex.com, or 3) contacting the California Department of Insurance:
 
[redacted]

Initial Business Response /* (1000, 6, 2014/02/21) */
Ms. [redacted]
Revdex.com
Plan XXXXXXXX
Dear Ms. [redacted],
Regarding the service request for the bathroom faucet; 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 implement improvement where necessary.
Based on the information you provided, I have taken personal responsibility to address the issues outlined with the individual involved, ensuring he understands the result of his actions and comments.
With regard to the service request; I reviewed the diagnosis from Everything Plumbing, the independent network Service Provider. The technician found the bathroom faucet was calcified, and the kitchen sink hot water re-circulating pump was not operational; it was his opinion both items could not have been operating properly on the effective date of the Plan.
Please refer to page 7 of the Plan titled When You Need Us that states:
"We will provide service for covered systems or appliances which malfunction during the term of
the Plan that:
B) Were correctly installed and working properly on the effective date of the Plan, and
C) Have become inoperable due to normal wear and use, rust, corrosion, and chemical
or sediment build-up after the effective date of coverage. Pre-existing conditions are
not covered."
If Ms. [redacted] has additional information she believes should be considered, please advise her to forward it to me for review.
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 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.
Sincerely,
[redacted]
Claims Manager
Old Republic Home Protection
Final Consumer Response /* (4200, 13, 2014/02/24) */
My complaint has not been satisfactorily resolved. Since I made my complaint, the business has offered to refund my policy on a prorated basis, subtracting for the amount of time that the policy was in place and for the service fee for the plumber. This is not any sort of accommodation of their policies; this is what every policy holder is entitled to, as a matter of Arizona law, upon requesting cancellation. It is not what I requested, and it does not even come close to covering my out-of-pocket expenses incurred as a direct result of the business refusing to cover a repair that I am entitled to have covered by the terms of the policy.
It is clear that the person who responded on behalf of Old Republic has done little more than to glance at my complaint. The response contains boilerplate language about how the company respects its customers, followed by the information from their files that the company believes supports the denial of coverage. The specifics of my complaint are unaddressed. Because I have already set forth in great detail why the issue should have been covered, I will just reiterate a few basic points here:
1. The issue started during the coverage period.
2. Old Republic's response that the "amount of calcification was not consistent with an issue that arose in the coverage period" makes no sense. Calcification builds up over time, until at some point it reaces a critical mass. That "critical mass" which caused the leak in my faucet happened in February of this year. There is no way to show that, other than my word, which the company knows. Requesting that I provide additional information to support that is impossible for me to provide--as the company knows.
3. I told Old Republic that the water recirculation system was not a covered repair, and that I was going to pay for it out of pocket. It is entirely illogical to assume I was lying about when the faucet leak started, but honest about another (more expensive) issue that would not be covered.
This issue is not about money, it's about principal. I don't want something for nothing. I have spent far more money in terms of using my time to file this complaint and respond to the company's non-response than is even at issue here. My out of pocket costs related to this issue are $315 (faucets and labor, minus what I would have owed for the service cost). Plus, my new policy with a different company is more than $100 more expensive than with Old Republic. My requested soluation was NOT for all of those direct costs; my middle-ground solution was for a full refund, not prorated, of the policy premium. Old Republic has refused to even meet in the middle, despite being wrong in its refusal of coverage.
My proposed middle-ground solution is for an additional $38 to be refunded to me. That represents the approximately three weeks of coverage that provided my absolutely no benefit.
Final Business Response /* (4000, 10, 2014/02/24) */
Ms. [redacted],
Please inform Ms. [redacted] her Plan cancellation request was processed on February 21st (Plan cancellation effective February19th), and the refund check will be mailed to her within ten business days.
Sincerely,
Old Republic Home Protection

Initial Business Response /* (1000, 5, 2016/01/06) */
Ms. [redacted]
Revdex.com
RE: Plan # XXXXXXXX
Dear Ms. [redacted],
Regarding the service request for the heat pump; on behalf of Old Republic Home Protection (ORHP) and its employees, please extend our sincere apologies for the...

circumstances outlined in Mr. [redacted]'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.
Please advise Mr. [redacted] to provide me a copy of the diagnosis and repair invoice from his
Out-Of-Network Contractor for the replacement of the control board and relay in the amount of $548, for my review, and I will reimburse him for covered repairs in accordance with the terms and conditions of the Plan. The information can be emailed to me at [redacted]@orhp.com, or mailed to my attention at:
Old Republic Home Protection
P.O. Box 5017
San Ramon, CA XXXXX
ORHP appreciates Mr. [redacted] taking the time to provide his opinion and perspective of his service experience, which in turn, provides ORHP the opportunity to improve the service we provide to our customers.
Best regards,
[redacted]
Plan Compliance Manager
Old Republic Home Protection
Initial Consumer Rebuttal /* (2000, 7, 2016/01/07) */
(The consumer indicated he/she ACCEPTED the response from the business.)
Final Consumer Response /* (2000, 12, 2016/01/20) */
Our complaint has been satisfactorily handled and we have received the refund we expected on January 20, 2016. Thank you.

Initial Business Response /* (1000, 5, 2014/05/16) */
Ms [redacted]
Revdex.com
Re: Plan # XXXXXXXX
Dear Ms. [redacted],
Regarding the partial denial of coverage and Mr. [redacted]'s request for a refund of the Trade Call Fee he paid to Capital City Maintenance; I have reviewed the file that...

indicates the technician diagnosed and found a GFI breaker in the kitchen had malfunctioned and required replacement. Old Republic Home Protection (ORHP) authorized the repair and the GLI operated as designed after it was replaced. In addition, the technician diagnosed and found that an outlet located on the porch was not properly installed with weather stripping, which allowed water to damage the outlet.
Please refer to page 7 of the Plan titled When You Need Us that states:
We will provide service for covered systems or appliances which malfunction during the term of the Plan that:
B) Were correctly installed and working properly on the effective date of the Plan, and
C) Have become inoperable due to normal wear and use, rust, corrosion, and chemical or
sediment build-up after the effective date of coverage. Pre-existing conditions are not
covered.
You are responsible to pay a TRADE (SERVICE) CALL FEE (TCF) when the Service Provider arrives at your home. The TCF (or the actual cost of service, whichever is less) is due for each dispatched service request by trade (plumbing, electrical, appliance, heating/air conditioning, etc.). Service work is guaranteed for 30 days. The TCF is due whether service is covered or denied. Essentially, when we incur a cost of service, you are responsible for a TCF.
We apologize the terms and conditions of the Plan do not provide coverage for the electrical outlet located on the porch. 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] has additional information regarding the outlet that he believes should be considered, please inform him to forward it to me for review.
Sincerely,
[redacted]
Claims Manager
Old Republic Home Protection
Initial Consumer Rebuttal /* (3000, 7, 2014/05/19) */
(The consumer indicated he/she DID NOT accept the response from the business.)
Nothing was completed that we requested. The maintenance folks who were sent my house were not the type of people I even wanted coming in my house! When a technician came to look at out dishwasher, they left fixing nothing and said that they would return a few days later with the part to fix it. A few days later, they called me and said they did not know which part they needed and wanted me to take a picture of it. If I knew what part I needed I would have just fixed it myself! I feel like I should definitely be refunded my $200 as a courtesy and just plain good business. As it is, the warrant was $469 and will never be utilized.
Final Business Response /* (4000, 9, 2014/05/20) */
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 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 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 spoke with Ms. [redacted] today and she agreed to accept $205 as a cash settlement in lieu of the repair of her dishwasher; a check will be mailed to her within the next ten business days. In addition, ORHP is reimbursing her $40 of the Trade Call Fee she paid to the independent network Service Provider.
Please inform Ms. [redacted] to contact me if she has any additional questions.
Best regards,
[redacted]
Claims Manager
Old Republic Home Protection

Initial Business Response /* (1000, 5, 2015/09/17) */
Ms. [redacted]
Revdex.com
RE: Plan # XXXXXXXX
Dear Ms. [redacted],
Regarding the service request for the dishwasher; 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 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, a new level sensor was ordered for the dishwasher, and once it is delivered to UKH Enterprise Inc, they will schedule an appointment with Ms. [redacted] to complete the repair. If Ms. [redacted] has any questions, please advise her to contact [redacted] at UKH Enterprises 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]
Plan Compliance Manager
Old Republic Home Protection
Initial Consumer Rebuttal /* (3000, 7, 2015/09/20) */
(The consumer indicated he/she DID NOT accept the response from the business.)
OR manager never contacted us as we requested to talk to the manager, though I was told that we would be contacted by the end of the business day last Tuesday.
Also, we still do not have the time frame as when the part will be delivered. So the answer from the OR is still insufficient. They answered back to Revdex.com but without trying to contact the customer about the situation when the part was ordered, and how long it will take for the part to arrive.Do the customers have to keep calling OR to check? Shouldn't OR people contact the customer to provide detailed information, instead?
Final Business Response /* (4000, 9, 2015/09/22) */
Dear Ms. [redacted],
Please extend our apology that a Call Center Manager did not return Ms. [redacted]'s phone call. I assure you, this will be addressed with the appropriate individuals. With regard to the dishwasher; I was advised by Marilyn at UKH Enterprise that there is an appointment with Ms. [redacted] to complete the repair today. If Ms. [redacted] has any questions or additional needs for service, please advise her to contact us at XXX-XXX+[redacted] for assistance.
Sincerely,
[redacted]
Plan Compliance Manager
Old Republic Home Protection
Final Consumer Response /* (2000, 11, 2015/09/24) */
(The consumer indicated he/she ACCEPTED the response from the business.)
The provider was efficient. They called and the next day they replaced the part. The dishwasher started working. The issue resolved.
Thank you,
[redacted]

Initial Business Response /* (1000, 5, 2016/01/27) */
Ms. [redacted]
Revdex.com
Re: Plan [redacted]
Dear Ms. [redacted],
Regarding the alleged damage cause by the Independent Network Service Provider (INSP), [redacted] Plumbing; I have reviewed the file that indicates a claim was opened...

with their General Liability Insurance, and an adjuster was assigned to review the damage claim.
In order for a Service Provider to be in our Independent Service Provider Network, proof of General Liability Insurance (GLI) must be provided to Old Republic Home Protection, listing us as Additional Insured. In the event allegations are made against an INSP for causing secondary or other damages during or after the performance of service, a claim must be filed with the appropriate GLI Company representing the Independent Network Service Provider, and settlement, if any, must be negotiated with them directly.
According to the file, the GLI carrier assigned the claim to [redacted], and the claim number is [redacted]. Please advise Mr. [redacted] to follow up with Ms.[redacted] at 831-[redacted] regarding the status of his claim.
If Mr. [redacted] has any further questions, please advise him to contact Ms. [redacted], Call Center Supervisor, at 800-[redacted] Ext. [redacted] for assistance.
Sincerely,
[redacted]
Plan Compliance Manager
Old Republic Home Protection
Initial Consumer Rebuttal /* (3000, 7, 2016/01/28) */
(The consumer indicated he/she DID NOT accept the response from the business.)
Yes there was a claim opened up. It was for the missing items and damages caused at time of break in. Not during time of repair. When the hallway walls were damaged.
Final Business Response /* (4000, 9, 2016/01/29) */
Ms. [redacted],
Please advise Mr. [redacted] any claim for alleged damage caused during the repair, would also need to be filed with the same General Liability Insurance carrier for [redacted] Plumbing. I suggest he discuss this with the adjuster and obtain the steps to open a separate claim for the alleged damage.
Sincerely,
[redacted]
Plan Compliance Manager

Initial Business Response /* (1000, 5, 2014/11/26) */
Ms. [redacted]
Revdex.com
Re: Plan XXXXXXXX
Dear Ms. [redacted],
Regarding the service request for the oven; on behalf of Old Republic Home Protection (ORHP) and its employees, please extend our sincere apologies for the circumstances...

outlined in Ms. [redacted]' 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 Provider and individuals involved, ensuring they understand the result of their actions and comments.
I have spoken with Ms. [redacted], and will follow up to resolve her service request.
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, 2014/12/02) */
(The consumer indicated he/she ACCEPTED the response from the business.)
[redacted] from ORHP contacted me and we came to a satisfactory solution. Thank-you to everyone for the quick response and resolution to the issue.
[redacted]

Initial Business Response /* (1000, 5, 2015/01/26) */
Ms. [redacted]
Revdex.com
Re: Plan # XXXXXXXX
Dear Ms. [redacted],
Regarding the service request for the electrical system; 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 Ms. [redacted] provided, I have taken personal responsibility to address the issues outlined with the individuals involved, ensuring they understand the result of their actions and comments.
I have reviewed the file and based on the circumstances that occurred, ORHP has agreed to reimburse Ms. [redacted] for the replacement of her electrical panel by her Out-Of-Network Contractor, and a check for $990 and $550 will be mailed to her within the next ten business days.
ORHP values Ms. [redacted] as a customer, and we hope she realizes the value of the Plan, and the many benefits it provides. If Ms. [redacted] still wishes to cancel her Plan, please advise 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. Our mailing address is:
Old Republic Home Protection Company, Inc.
P.O. Box [redacted]
[redacted] CA XXXXX
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, 2015/01/27) */
(The consumer indicated he/she ACCEPTED the response from the business.)

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.

Initial Business Response /* (1000, 5, 2015/05/29) */
Ms. [redacted]
Revdex.com
Re: Plan # XXXXXXXX
Dear Ms. [redacted],
Regarding the request for a Plan fee refund and the air conditioner service request; on behalf of Old Republic Home Protection (ORHP) and its employees, please extend...

our sincere apologies for the circumstances outlined in Mr. [redacted]'s letter.
I assure you, ORHP employees value the trust each of our Plan Holders place in us to resolve their service request in a timely and professional manner and when this does not occur, steps are taken to review what went wrong and implement improvement.
With regard to a Plan fee refund; the Plan expired on [redacted] 20, 2015, and therefore, a refund cannot be processed in accordance with the terms of cancellation.
We apologize the terms and conditions of the Plan did not provide coverage for service requests placed by Mr. [redacted]. 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.
As for the most recent service request for the air conditioner; I have reviewed the file that indicates my associate, Ms. [redacted], spoke with Mr. [redacted] on [redacted] 28, 2015, and is following up to resolve the service request.
If Mr. [redacted] has any questions, please advise him to contact Ms. [redacted] at XXX-XXX-XXXX ext. [redacted] for assistance.
ORHP appreciates Mr. [redacted] taking the time to provide his opinion and perspective of his service experience, which in turn, provides ORHP the opportunity to improve the service we provide to our customers.
Best regards,
[redacted]
Claims Manager
Old Republic Home Protection
Initial Consumer Rebuttal /* (3000, 7, 2015/06/01) */
(The consumer indicated he/she DID NOT accept the response from the business.)
As stated earlier, I would like to receive a full refund of my premium. You do not have a single satisfied customers and you only target realtors that are obligated to provide insurance to home owners in return of all the kickbacks from Old Republic as you certainly do not pay any of your contractors. Even the contractors you pick have less than 1 star ratings. Your business model is a consolidation of poorly rated contractors that cannot get jobs elsewhere and obligated realtors that need a home warranty on paper. Customers are just part of that transaction, you don't have a single positive customer review. According to humanity's policy on ethics and fairness, you are in violation on multiple counts by your fraudulent model of insurance scams.
Final Business Response /* (4000, 9, 2015/06/02) */
Ms. [redacted],
Regarding Mr. [redacted]'s request for a full refund of his Plan; Mr. [redacted]'s Plan expired on [redacted] 20, 2015, and service was rendered in accordance with the terms and conditions of the Plan during his Plan term. Please extend our apologies that service requests were denied based on the terms and conditions of coverage.
Since Mr. [redacted]'s Plan has expired, we are unable to honor his request to cancel his Plan or provide a refund.
Sincerely,
[redacted]
Claims Manager
Old Republic Home Protection

Initial Business Response /* (1000, 5, 2015/12/01) */
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 ensure our Contractor Management Department addresses 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]
Plan Compliance Manager
Old Republic Home Protection

Initial Business Response /* (1000, 5, 2015/01/08) */
Ms. [redacted]
Revdex.com
Re: Plan XXXXXXXX
Dear Ms. [redacted],
Regarding the service request for the air conditioner, and 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 Ms. [redacted]'s letter.
I assure you, ORHP employees value the trust each of our Plan Holders place in us to resolve their service request in a timely and professional manner and when this does not occur, steps are taken to review what went wrong and implement improvement.
I have reviewed the file and my associate, Ms. [redacted] will contact Ms. [redacted] and provide assistance resolving this situation.
If Ms. [redacted] has any questions, Ms. [redacted] can be contacted at XXX-XXX-XXXX ext. [redacted]
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

Complaint: [redacted]I am rejecting this response because: I would like to get out of the current contract that was renewed in May due to the fact that I am not pleased with how ORHP treated me as a client. I have paid the premium for September and would like to request that it is my last payment. 
 
Sincerely,[redacted]

Initial Business Response /* (1000, 6, 2014/10/27) */
Re: Plan # XXXXXXXX/Revdex.com Case # XXXXXXXX
In regard to the denial of coverage for the electrical floor outlets in the living room; I have reviewed the file and spoken to the electrician who diagnosed the failure of the two floor outlets...

as not the result of the normal wear and use. He advised his meter cannot detect any power going to these outlets and he cannot locate the wires for the outlets and believes that when the home was remodeled, the wiring to the affected outlets was either cut or disconnected.
Please refer to the ABC'S OF COVERGAE that states:
"We will provide service for covered systems or appliances which malfunction during the term of the Plan that:
B) Were correctly installed and working properly on the effective date of the Plan, and
C) Have become inoperable due to normal wear and use, rust, corrosion, and chemical or sediment build-up after the effective date of coverage. Pre-existing conditions are not
covered."
In regard to the concern that the denial of coverage was based solely on statements made by our Plan Holder as to whether if or when the outlets ever worked for her; while pre-existing conditions are not covered by the Plan, the diagnosis indicates the failure is not the result of normal wear and use.
As for our Plan Holders' concern that this denial is related to or is the result of a prior service request for the refrigerator; we would like to assure our Plan Holder that we apply coverage to each service request based only the terms and conditions of the Plan as it pertains to that specific service request and not in regard to any other unrelated service request.
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. We extend our sincere apologies the Plan terms do not provide coverage in this situation and we hope we can be of service in the future.
If our Plan Holder has any additional information they believe should be considered, they may forward it for my review.
Sincerely,
[redacted]
Claims Manager
Phone: X-XXX-XXX-XXXXX
[redacted]@orhp.com
Initial Consumer Rebuttal /* (3000, 8, 2014/10/30) */
(The consumer indicated he/she DID NOT accept the response from the business.)
First in response to discussion about the remodel, the remodeling was done years prior to us purchasing the home and has nothing to do with the floor outlets no longer working. Again, the inspection acknowledges them as working at the time of procession, the previous owner states they were working and I used them to vacuum when I moved in. In addition if there were a way to upload a photo, I have a few that shows lamps that are plugged in to those outlets and working as recently as the month we purchased the warranty. So regarding the ABC's of the warranty, A: Electric is a covered system B: The warranty was purchase and in place at the time of the malfunction. And C: The Appliance repair man ( not convinced he was a qualified much less licensed electrician) had no clue what the problem was, so I am puzzled about how he could come to the conclusion that it was "pre-exisisting". In fact since the inspector and well as the Real estate agent who sold the home (and BTW convinced us that we should buy a warranty through ORHP) both attest to the fact that the outlets were in working order at the time of purchase. It is obviously that the repair person that was sent doesn't have the knowledge to solve this issue and someone else needs to assess the situation. There has to be a reason why they were working and now they are not. The bogus excuse that ORHP and their vendor are using about the remodel, is just what I said, bogus. Everything was in perfectly good working order at the time the warranty was purchased. Do the right thing and send a qualified electrician to my house to resolve this issue.
Final Business Response /* (4000, 10, 2014/10/31) */
Ms. [redacted],
Please inform Ms. [redacted] that Old Republic Home Protection has agreed to dispatch a different Independent Network Service Provider (All City Electric) to provide a second opinion regarding the cause of failure of the outlets.
All City Electric will contact Ms. [redacted] to schedule an appointment. Please advise Ms. [redacted] that their phone number is XXX-XXX-XXXX if she wishes to contact them directly.
If Ms. [redacted] has any questions, please inform her to contact us at XXX-XXX+[redacted] for assistance.
Sincerely,
[redacted]
Claims Manager
Old Republic Home Protection

Dear [redacted],
 
As referenced in our previous correspondence, please extend our apologies to Mr. Perry that the terms and conditions of the Plan did not provide coverage in this situation. As for the cancellation request, we honored [redacted] request in accordance with the terms of cancellation outlined on page 9 of the Plan.
 
Sincerely,
 
[redacted]
Plan Compliance Manager

[redacted]
Revdex.com
 
0in 10pt">RE:      Plan #[redacted]
 
Dear [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 [redacted] letter.
 
ORHP, like other home warranty companies, uses Independent Network Service Providers to service our Plan Holders. Although efforts are made to dispatch qualified Service Providers that can provide quality service, occasionally circumstances occur that are unacceptable to ORHP and our Plan Holder.
 
I assure you, ORHP employees value the trust each of our Plan Holders place in us to resolve their service request in a timely and professional manner and when this does not occur, steps are taken to review what went wrong and implement improvement.
 
Based on the information you provided, I have taken personal responsibility to address the issues outlined with the Service Providers and individuals involved, ensuring they understand the result of their actions and comments.
 
I have reviewed the file that indicates my associate, [redacted], has spoken with [redacted], and will follow up to resolve her service request. If [redacted] has any questions, please advise her to contact [redacted] at [redacted] for assistance.
 
ORHP appreciates [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 Business Response /* (1000, 5, 2016/01/08) */
Ms. [redacted]
Revdex.com
RE: Plan XXXXXXXX
Dear Ms. [redacted],
Regarding the service request for the ornamental fountain; I have reviewed the file that indicates the Out-Of-Network Contractor (OONC) hired by Ms. [redacted] advised Old...

Republic Home Protection that the cause of failure of the ornamental fountain motor was due to it being the wrong size motor for the fountain.
Please refer to page 8 of the Plan that states:
"1. GENERAL LIMITATIONS. THIS PLAN DOES NOT COVER:
E. Improper repair/installation/modification of the covered item."
According to the file, my associate, Mr. [redacted] has been assigned to review the file, and will contact Ms. [redacted] to discuss the OONC's diagnosis.
If Ms. [redacted] has any questions or additional information she believes should be considered, please advise her to contact Mr. [redacted] at XXX-XXX-XXXX Ext. [redacted] for assistance.
Sincerely,
[redacted]
Plan Compliance Manager
Old Republic Home Protection
Initial Consumer Rebuttal /* (3000, 7, 2016/01/11) */
(The consumer indicated he/she DID NOT accept the response from the business.)
Regardless of what Old Republic and Mr. [redacted] has to say now, we informed them that one of the possible causes of failure [redacted] be due to the size of the motor prior to hiring the out of network contractor and the employee of Old Republic we spoke with said they would reimburse us for the work done. That constitutes a verbal contract since we proceeded on their instruction and representations that they would cover this repair. In court, verbal contracts are just as binding as written contracts.
And with regards to the supposed "exclusion" Mr. [redacted] is claiming that clause is followed by an asterisk which states that "additional coverage [redacted] be available with the Ultimate Protection", which I have in the form of their highest plan, the Platinum Protection Plan.
In addition, my husband was on a 3-way phone call with Old Republic and the OONC after the work was done and the OONC told them that the failure of the fountain could not be pinpointed to just the "size" and they are trying to now claim that means they don't have to provide coverage. We didn't spec the motor or install it. That motor had been in that fountain for years upon years. Old Republic is now refusing to acknowledge the other issues the OONC informed them of with the motor, including the fact that it was burned up, past its expected life span and had a filter in it that we were told was 10 years old and probably the original filter. Any or all of these factors could have contributed to its failure and this should be covered.
This response is absolutely unacceptable and they need to stand behind what they told us and reimburse us for the work they instructed us to do. They are currently in breach of the oral contract they entered into with us and we expect a full reimbursement immediately. Further, as listed in their own document under Ultimate Protection (one step below the plan we have) additional coverage included in section 10, sub section d) "correct an improper installation/repair/modification of a system or appliance, or correct any mismatch condition in terms of capacity/efficiency to ensure system operational compatibility."
Mr. [redacted] and Old Repbulic are ignoring certain portions of their own document and all of the information provided by the OONC in order to try and get out of covering this service call which they instructed us to proceed with. In my opinion this is shady business practices and downright unethical. I expect them to stand by their own document and the word of one of their employees stating we would be reimbursed.
Final Business Response /* (4000, 9, 2016/01/12) */
Ms. [redacted],
Regarding the denial of coverage for the improperly sized fountain motor; according to the file, when [redacted] from Blackthorn Pools contacted us with their diagnosis, he advised us that the failure of the motor was the result of it being undersized, not from normal wear. Old Republic Home Protection based the coverage decision on the diagnosis provided by [redacted].
With regard to the Ultimate Protection coverage, please refer to page 4 of the Plan that states:
"Other Enhanced Coverage included in Ultimate Protection:
When required to render a covered repair or replacement*, we will:
d) Correct an improper installation/repair/modification of a system or appliance,
or correct any mismatch condition in terms of capacity/efficiency in order to ensure
system operational compatibility. Coverage does not apply if the cause of failure of the
system or appliance is solely due to the improper installation/repair/modification or
mismatch condition, or if the system is undersized relative to the square footage of the
area being heated/cooled. All other terms and conditions of the Plan apply. If the improper
installation/repair/modification or mismatch system is in violation of a code requirement,
see 10a above."
*bold added to emphasize wording
Since we were advised by Blackthorn Pools that the cause of the failure was the improper installation, there was no covered repair in accordance with the limitations of liability listed on page 8 of the Plan that excludes improper installations, and therefore, coverage for correcting an improper installation would not apply.
As for ORHP agreeing to reimburse for repairs completed by an Out-Of-Network Contractor (OONC); the agreement to reimburse would always be intended for covered repairs, and is never made as a blanket statement that would conflict with the terms and conditions of the Plan, unless otherwise provided to the Plan Holder in writing. That is why we require the OONC to contact us prior to initiating repairs, so coverage can be determined and discussed with the Plan Holder.
Please refer to page 7 of the Plan that states:
"When we request or authorize you to obtain an INDEPENDENT OUT-OF-NETWORK
CONTRACTOR to perform diagnosis and/or service: 1) We recommend that the Contractor
be qualified and insured, and charge fair and reasonable rates for parts and service. 2)
Once the technician is at the home, and prior to any services being rendered, you must call
our Authorization Department with the technician's diagnosis and dollar amount of services
required. 3) We will provide an Authorization Number for the covered services* and dollar
amount that we have authorized. Failure to contact us as outlined [redacted] result in denial of
coverage. 4) Upon completion of the authorized services, the Contractor must provide you
an itemized invoice for the authorized charges. 5) You must submit the itemized invoice,
including the Authorization Number provided by us, for reimbursement. 6) A Trade Call
Fee is due per trade, and will be deducted from any reimbursement provided. 7) You
are expected to pay the Independent Out-of-Network Contractor directly for the services
rendered and then submit the invoice to us for reimbursement."
*Bold added to emphasize coverage
That said, the file indicates that my associate, Mr. [redacted] has spoken with Ms. [redacted], and he has left a message for Blackthorn Pools to discuss their diagnosis.
If Ms. [redacted] has any further questions, please advise her to contact Mr. [redacted] at
XXX-XXX-XXXX Ext. [redacted] for assistance.
Sincerely,
[redacted]
Plan Compliance Manager

Initial Business Response /* (1000, 5, 2015/08/20) */
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 and my associate, Mr. [redacted], has been assigned to follow up and ensure the service request is resolved in a timely manner. If Ms. [redacted] has any questions, please advise her to contact Mr. [redacted] at XXX-XXX-XXXX Ext. [redacted] for assistance.
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 Business Response /* (1000, 5, 2014/03/14) */
Ms. [redacted]
Revdex.com
Re: Plan # XXXXXXXX
Dear Ms. [redacted],
Regarding Mr. [redacted]'s request for Old Republic Home Protection (ORHP) to waive the $60 Trade Call Fee (TCF) for the furnace system service request; I have reviewed the...

file that indicates coverage for this service request was denied.
According to the terms and conditions of the Plan, the TCF is due even when coverage is denied.
Please refer to page 7 of the Plan titled When You Need Us that states:
"You are responsible to pay a Trade (Service) Call Fee (TCF) when the Service Provider
Arrives at your home. The TCF (or the actual cost of service, whichever is less) is due for each dispatched service request by trade (plumbing, electrical, appliance, heating/air conditioning, etc.). Service work is guaranteed for 30 days. The TCF is due whether service is covered or denied. Essentially, when we incur a cost of service, you are responsible for a TCF."
However, ORHP will agree, strictly as a gesture of goodwill, to honor Mr. [redacted]'s request, and the TCF will be waived.
Please inform Mr. [redacted] that the TCF will be due for all future service requests, in accordance with the terms and conditions of the Plan.
If Mr. [redacted] has any questions, please inform him to contact us at XXX-XXX-XXXX for assistance.
Sincerely,
[redacted]
Claims Manager
Old Republic Home Protection
Initial Consumer Rebuttal /* (2000, 7, 2014/03/18) */
(The consumer indicated he/she ACCEPTED the response from the business.)

Initial Business Response /* (1000, 5, 2014/07/10) */
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 Mr. [redacted]'s letter.
ORHP, like other home warranty companies, uses Independent Network Service Providers to service our Plan Holders. Although efforts are made to dispatch qualified Service Providers that can provide quality service, occasionally circumstances occur that are unacceptable to ORHP and our Plan Holder.
I assure you, ORHP employees value the trust each of our Plan Holders place in us to resolve their service request in a timely and professional manner and when this does not occur, steps are taken to review what went wrong and implement improvement.
Based on the information Mr. [redacted] provided, I have taken personal responsibility to address the issues outlined with the Service Provider and individuals involved, ensuring they understand the result of their actions and comments.
I have spoken with Mr. [redacted], and ORHP has agreed as a goodwill gesture to waive the Trade Call Fee, and dispatch an Independent Network Service Provider to diagnose his air conditioner.
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, 2014/07/11) */
(The consumer indicated he/she ACCEPTED the response from the business.)
I recieved a call from Mr. [redacted] and he appologized for and took responsibility for the issue at hand. I regret deeply that this issue had to go the route it did to be rectified, but I am pleased with the response.