Old Republic Home Protection Company, Inc.

Initial Business Response /* (4000, 8, 2014/05/02) */
Ms. [redacted]
Revdex.com
RE: Plan # XXXXXXXX
Dear Ms. [redacted],
Regarding the service request for a plumbing stoppage and 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.
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.
ORHP values Mr. [redacted] as a customer and we hope he will continue to realize the value of the Plan and the many benefits it provides.
After a review of the file, ORHP has agreed, strictly as a goodwill gesture, to honor Mr. [redacted]'s request, and we have waived the Trade Call Fee for the service request placed for the plumbing stoppage and pipe leak.
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, 10, 2014/05/05) */
(The consumer indicated he/she ACCEPTED the response from the business.)
I accepted the companys resolution of the problem and I am fully satisified with the final results of this matter. thanks to the Revdex.com for your outstanding help in this matter. thanks from [redacted]

I had to use them twice in the time I had a plan. The first time was okay. The second time I called after a long wait on hold they made a ticket for a repair and I never got a call back or got the problem fix. I would strongly advise people not to use this service.

Initial Business Response /* (1000, 5, 2015/02/16) */
Ms.[redacted]
Revdex.com
Re: Plan XXXXXXXX
Dear Ms. [redacted],
Regarding the denial of coverage for the water leak and air conditioner condensate line; I have reviewed the file and the following is a brief summary of the service...

requests.
06/21/14 Service request: water leaking from upstairs bathroom to downstairs
Dispatched: American Plumbing & Drain Cleaning
Status: the plumber diagnosed the water leak is not from a pipe leak, and was originating from the shower grout and pan.
Please refer to page 3 of the Plan under Plumbing Coverage that states we cover:
"Water, Drain, Gas or Vent Pipe Leaks or Breaks (including Polybutylene)"
01/27/15 Service request: furnace blows cold air
Dispatched: Allright Mechanical
02/06/15 Status: the technician diagnosed the blower and evaporative coil were dirty and must be cleaned. In addition, there is a water leak from the condensate drain line that was improperly repaired using duct tape.
Please refer to page 8 of the Plan titled Limitations of Liability under General Limitations 1. B. and E. that states:
"This Plan does not cover:
B. Routine maintenance and cleaning.
.
E. Improper repair/installation/modification of the covered item."

We apologize the terms and conditions of the Plan do not provide coverage in these situations. While the intent of ORHP is to provide as much coverage as possible, the Plan is not all inclusive and there are limitations which standard in the home warranty industry.
If Ms. [redacted] has any additional information she believes should be considered, please inform her to provide it to me for review.
Sincerely,
[redacted]
Claims Manager
Old Republic Home Protection

Initial Business Response /* (1000, 5, 2015/08/06) */
Ms. [redacted]
Revdex.com
Re: Plan XXXXXXXX
Dear Ms. [redacted],
Regarding the service request for the water heater; I have reviewed the file and have left two messages for Mr. [redacted] to contact me to discuss his request for service....


Please advise Mr. [redacted] to contact me at XXX-XXX-XXXX ext. [redacted] at his convenience.
Sincerely,
[redacted]
Claims Manager
Old Republic Home Protection

[redacted] Revdex.com Plan [redacted] Dear [redacted], Regarding the service request for the air conditioner; I have reviewed the file that indicates on August 17, 2016 we were advised by the Service Provider that he installed the new blower motor, and the air conditioner is operating as designed. If...

[redacted] has any further needs for service for the remainder of the Plan term, please advise her to contact us at [redacted] for assistance. Sincerely, [redacted] Plan Compliance Manager Old Republic Home Protection

We got a protection plan through OR when we purchased our home. I can say I'm glad that it wasn't our money that was wasted on the "protection" plan.
OR sent a tech out for our AC and he gave us a whole list of things that were wrong with the until. We had only owned the home for a month and had a HVAC inspection done before we closed on it. Based on what the OR tech said compared to with the HVAC inspector had 2+2 didn't equal 4 in this case. The HVAC inspector said nothing was wrong with the unit at all. The OR tech said that it wasn't worth repairing. It would be cheaper to replace the unit and that would cost $4,500 to 5,000. Of corse OR doesn't cover the replacement because of what their tech said was wrong.
We decided to pay a HVAC inspector to come out and give us his findings to compare to the other 2 reports. Long story short, we had it fixed for $253. It was a blown transformer and the HVAC inspector we paid also found where the OR tech had tried to drain the freon out of the unit.
Called to tell OR what happen and what had been found and they want me to pay $100 service free for their tech coming out and "diagnosing" what was wrong with our unit. I refuse to pay this because their tech tried to scam us and lied to us. On top for this their customer service is a disgrace. Always rude and always trying to interupt you when you are talking. I asked for a supervisor to call me back and haven't heard anything. I have called back in and still nothing.
I would not recommend this compan it their techs to my worst enemy. After reading all the reviews that have been left, I am not the only one that feels this was. Something seriously needs to be done.

Initial Business Response /* (1000, 5, 2014/05/08) */
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.
Per the request from Mr. [redacted], and as a gesture of goodwill, ORHP has agreed to waive the $55 Trade Call Fee.
If Mr. [redacted] has any questions, please inform him to contact us at XXX-XXX-XXXX for assistance.
ORHP appreciates Mr. [redacted] taking the time to provide his opinion and perspective of his service experience, which in turn, provides ORHP the opportunity to improve the service we provide to our customers.
Best regards,
[redacted]
Claims Manager
Old Republic Home Protection
Consumer Response /* (2000, 12, 2014/07/29) */
I am satisfied with their response.
Thank You,
[redacted]

Initial Business Response /* (1000, 5, 2015/01/07) */
Ms. [redacted]
Revdex.com
Plan XXXXXXX
Dear Ms. [redacted],
Regarding the service request for the microwave oven; on behalf of Old Republic Home Protection (ORHP) and its employees, please extend our sincere apologies for the...

circumstances outlined in Mr. [redacted]'s letter.
I have reviewed the file that indicates the Independent Network Service Provider diagnosed the microwave was operating as designed when he was at the home, and he could not duplicate a malfunction. In order for Old Republic Home Protection (ORHP) to authorize the repair or replacement of a system or appliance, the technician must be able to confirm a malfunction exists.
Please inform Mr. [redacted] that we value him being our customer for 13 years, and we have agreed to dispatch a different Independent Network Service Provider to diagnose the microwave oven.
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, 2016/01/04) */
Ms. [redacted]
Revdex.com
Re: Plan # XXXXXXXX
Dear Ms. [redacted],
We understand that Mr. [redacted] is dissatisfied with our decision to not renew his Plan.
In reviewing the coverage we've offered the past year, we received $530 for...

the Plan fee, and paid out over $6,100 in service cost, for a loss ratio in excess of 480%. For that reason, we have made the decision to not offer renewal.
We apologize for any inconvenience this [redacted] cause Mr. [redacted].
In the event Mr. [redacted] wishes to maintain his home warranty coverage, he [redacted] want 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.
While our goal as an organization is to serve others with a "People Helping People" philosophy, we hope Mr. [redacted] can understand our position, and am sincerely sorry that we cannot offer a renewal for this home going forward.

Respectfully,
Sales Support Department
[redacted]
Initial Consumer Rebuttal /* (3000, 7, 2016/01/05) */
(The consumer indicated he/she DID NOT accept the response from the business.)
Old Republic still has not acknowledged that they never informed me of their decision not to renew my plan. They waited for me to call with something needing repair prior to letting me know that my plan cannot be renewed.
I'm still waiting for their apology for this lack of notification and for them to admit that this was poor business ethics.
Final Consumer Response /* (3000, 25, 2016/01/14) */
(The consumer indicated he/she DID NOT accept the response from the business.)
I'm still waiting for the President of Old Republic to call me to admit that their business is unethical and treated me (And other customers) unfairly.
I'm not sure what it takes to get the President of the company to call, but I will not stop until she does.
Final Business Response /* (4000, 28, 2016/01/15) */
Dear Ms. [redacted],
The President of Old Republic Home Protection did provide Mr. [redacted] an email response. Our previous response's outline our position.
Sincerely,
[redacted]
Plan Compliance Manager

Initial Business Response /* (1000, 5, 2014/03/07) */
Plan # XXXXXXXX
We sincerely apologize for the circumstances relayed. Our associate, [redacted] has been in contact with our Plan Holder to provide assistance with this matter. For any questions, please contact Ms. [redacted]...

directly at (XXX) XXX-XXXX x [redacted]