Old Republic Home Protection Company, Inc.

Initial Business Response /* (1000, 5, 2015/07/06) */
Ms*** ***
Revdex.com
Re: Plan XXXXXXXX
Dear Ms***,
Regarding the denial of coverage for the garbage disposal; I have reviewed the file that indicates the plumber diagnosed that the garbage disposal failure was not the
result of wearPlease extend our sincere apology to Mr*** that the terms and conditions of the Plan did not provide coverage in this situationWhile the intent of Old Republic Home Protection (ORHP) is to provide as much coverage as possible, the Plan is not all inclusive and there are limitations which are standard in the home warranty industry
According to the file, on July 2, 2015, ORHP received a request from Mr*** to cancel his Plan, and the Plan was cancelled effective June 30, 2015, in accordance with the terms of cancellationThe Plan fee refund will be mailed to Mr*** within the next ten business days
Sincerely,
*** ***
Claims Manager
Old Republic Home Protection

Initial Business Response /* (1000, 5, 2014/06/12) */
Ms*** ***
Revdex.com
Re: Plan # XXXXXXXX
Dear Ms***,
Regarding the denial of coverage for the air conditioner; I have reviewed the file that indicates when Mr*** placed his service request on June 1st, 2014, he
informed us the last time the air conditioner operated properly was when the home inspection was completed prior to the effective date of the Plan
Please refer to page of the Plan titled When You Need Us 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) Have become inoperable due to wear and use, rust, corrosion, and chemical or sediment buiafter the effective date of coveragePre-existing conditions are not covered."
According to the file, when Mr*** was denied coverage, he requested the Plan be cancelledWe informed Mr*** the Plan fee had not been paid, and we would return the Plan fee once it is received
Please extend our apologies to Mr*** that the terms and conditions of the Plan do not provide coverage in this situationWhile 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*** has any question, please inform him to contact us at XXX-XXX-XXXX for assistance
Sincerely,
*** ***
Claims Manager
Old Republic Home Protection

I have home warranty from ORHP I filed a for a service request because the a/c unit was not working on one of my rental properties on 5/18/ It is 5/30/and I have not heard any response or follfrom the service technician nor ORHP (called them twice to follow-up) My tenants are miserable as the temperatures has been over degrees for the last few days I am highly disappointed in ORPH because I was told they never followed up on my concern eitherService number# ***
Rep: ***

Initial Business Response /* (1000, 8, 2014/05/05) */
Ms*** ***
Revdex.com
RE: Plan # XXXXXXXX
Dear Ms***,
Regarding the service request for the mainline stoppage; on behalf of Old Republic Home Protection (ORHP) and its employees, please extend our sincere apologies for the
circumstances outlined in Ms***'s letter
ORHP, like other home warranty companies, uses independent network Service Providers to service our Plan HoldersAlthough 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, Mr*** has agreed, strictly as a matter of goodwill, to reimburse you the $you paid Doc ***'s Plumbing to hydro jet your main drain pipe and clear the stoppageMr*** has processed the check and it will be mailed to you within the next ten business days
In addition, Mr*** is contacting the General Liability Insurance carrier for Kyle Gilmore Plumbing to open a claim with regard to the alleged damage to the backflow drain valve as the result of his serviceOnce Mr*** obtains the adjuster's name, phone number and claim number, he will contact you with this information
If you have any questions, please contact Mr*** at XXX-XXX-XXXX extfor assistance
Best regards,
*** ***
Claims Manager
Old Republic Home Protection

Initial Business Response /* (1000, 5, 2014/07/09) */
Ms*** ***
Revdex.com
Re: Plan # XXXXXXXX
Dear Ms***,
With regard to the Plan cancellation; on *** 19th, 2014, Old Republic Home Protection (ORHP) received a written request from Mr*** to cancel his Plan (copy
enclosed)
According to the file, the Plan was cancelled effective *** 16th, 2014, and Mr*** was mailed the unearned Plan fee in accordance with the terms of cancellation
Mr*** had initially paid $for coverage, and we expended $in service cost, therefore according to the terms and conditions of coverage, outlined below, he was due as a refund: $- $in service cost - $(in prorated plan fees) - $processing fee =
Please refer to page of the Plan titled Items You Should Know that states:
" Cancellation: This Plan is non-cancelable, except for 1) nonpayment of fees; 2)
fraud or misrepresentation of facts material to the issuance of this Plan; 3) upon
mutual agreement between you and ORHP; or 4) if you harm or threaten the
safety or well-being of ORHP, any employee of ORHP, a Service Provider, or any
property of ORHP or of the Service ProviderIf Plan is cancelled, you shall be
entitled to a pro-rata refund of the paid Plan fee for the unexpired term less
service cost, any other unpaid charges and a $processing fee
If Mr*** wishes to reinstate his Plan, he must submit the Plan fee in the amount of $The coverage will be reinstated in full (including the pool/spa coverage)
He may then place a service call on his internal (inside the home) pipe leak
No service requests will be accepted on the spa until proof of repair and proof of proper operation have been received by us
In addition, the Plan Holder will be responsible for a $trade call fee at the time of service, whether service is rendered or deniedI mention this because there was an issue regarding his spa service request in which he stated he did not think it appropriate that he pay a fee if we deny serviceAccording to the terms and conditions of coverage, if we incur a cost of service, the Plan Holder will pay that cost, up to the trade call fee due (or the actual cost of service), whichever is less
This is a goodwill gesture on our part, as typically we would not consider reinstatement of a cancelled Plan, especially with a pending service situation
If Mr*** wishes to reinstate his coverage, he should submit his check payment, in the amount of $109.26, and we will reinstate his coverage
Best regards,
*** ***
Claims Manager
Old Republic Home Protection
Initial Consumer Rebuttal /* (3000, 7, 2014/07/10) */
(The consumer indicated he/she DID NOT accept the response from the business.)
The comapnay states "No service requests will be accepted on the spa until proof of repair and proof of proper operation have been received by us." Obviously it doesn't currently workThat's why I put the claim in in the first placeTheir tech came out and started repairs on it - then quit in the middle of the repair, leaving it torn apart on my patioFor that, the company was charged $by the tech that they choseTheir problemMy problem is that I also paid for the insurance and for a service call that WAS NOT COMPLETED!!!
Back to the response from the comapny - The PDF they submitted is accurateThe check they sent me stated cancellation of 'additional or supplemental coverage'I didn't take that to mean the whole policy was cancelledYes the verbiage they qoute is again correct - located conveniently on pages and of the contract I didn't receive until months after (***) paying for the coverage
As for the kind offer to reinstate coverage, I've already had a plumber out of my chosing, and incurred the fees from himHe had previously worked with this company and he also no longer does business with themI suspect that I'd again be stuck with the billPls clarify
Another issue from the comapny responseThey say "According to the terms and conditions of coverage, if we incur a cost of service, the Plan Holder will pay that cost, up to the trade call fee due (or the actual cost of service), whichever is less
Since they say 'whichever is less', they should use $as the basis for the calcualtion, as opposed to the $that they stated and was referrenced in this claim
Obviously a number of items need to be 'clarified'
Final Business Response /* (4000, 11, 2014/07/28) */
As for a current problem Mr*** *** be having; Mr*** has a day recall period from the date of the covered repairIf he has a re-occurring problem that is still within the day recall period, he must contact our Customer Service Department at XXX-XXX-XXXX for assistanceSince Mr*** cancelled coverage, if the required service is beyond days from the repair, then coverage will not apply; which is a standard term and condition in the home warranty industry
ORHP has always prided itself on prompt responses to our Plan Holders, and in keeping our A+ rating; I want to be assured that nothing is occurring that will compromise our rating
Best regards,
*** ***
Final Consumer Response /* (4200, 16, 2014/08/01) */
We need to recap the main points and avoid further canned responsesIt seems logical that the home warranty company would not want a previous customer to be able to say truthfully that the company abandoned him in the middle of a repair effort leaving the hot tub torn apart on my patio then terminating the associated coverage
I propose the following: I will repay the hundred and nine dollars refunded to me if ORHP will send a different pool repair company to complete the repairs started by the original pool repair company
Since this is a continuation of the original repair effort, I will not be responsible for an additional $fee
I will need a letter in writing agreeing to this before I will be willing to give them any more money

Revdex.com
Re: Plan ***
0pt">
Dear *** ***,
*** *** renewed her Plan with us effective March 27, 2016. She selected a monthly payment program that paid ORHP $per month as a credit card deductionThe first installment was taken upon renewal (March 8, 2016) and again on April 8, 2015, for a total Plan payment of $
On April 16, she requested service for a stoppage in her home. She placed this request over the Internet. We did not have an available Service Provider in her area, and therefore authorized her to contact a contractor on her own.
There is a process that an out-of-network contractor is required to follow, including contacting us for authorization of covered services prior to initiating serviceNo report was provided until the services had already been renderedAs a goodwill gesture, the Authorizer authorized the services of septic tank pumping, even though the Plan Holder did not have that coverage on her PlanWe incurred a cost of $of which a $trade call fee was due by the Plan Holder, and therefore we refunded her a total of $
At this point, we had received $in Plan fees and expended $in service cost, leaving a negative balance on her account of $82.21.
On May 8, 2016, her credit card installment payment was declined.
On May 15, 2016, a letter was generated to *** *** as a result of the third renewal credit card installment being declined by the banking institution, requesting she make payment within days to maintain her account as current
On June 9, 2016, a letter was generated to *** *** as a result of her lack of response, stating her Plan had been cancelled effective as of that date
As our final goodwill gesture, we provided two choices:
Reinstate her coverage by paying the required Plan fees
Pay the difference between the service cost incurred and the Plan fee due
We asked her to make the decision by July 9, 2016.
We believe we have been more than fair in this situation; have also not required the payment of the $processing fee due in the event of cancellation (as outlined in the Plan); and we expect a payment to us of $or further action will be taken
If *** *** has any questions, please advise her to contact our Accounting Department at *** for assistance
Sincerely,
*** ***
Plan Compliance Manager
Old Republic Home Protection

Initial Business Response /* (1000, 5, 2014/06/13) */
Ms*** ***
Revdex.com
Re: Plan # XXXXXXXX
Dear Ms***,
Regarding the service request for the refrigerator; on behalf of Old Republic Home Protection (ORHP) and its employees, please extend our sincere apologies for the
circumstances outlined in Mr***'s letter
ORHP, like other home warranty companies, uses Independent Network Service Providers to service our Plan HoldersAlthough 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
According to the file, my associate, Mr*** has since spoken with Mr*** to resolve his service request
If Mr*** has any question, please inform him to contact Mr*** at XXX-XXX-XXXX ext*** for assistance
ORHP appreciates Mr*** 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,
*** ***
Claims Manager
Old Republic Home Protection
Initial Consumer Rebuttal /* (3000, 7, 2014/06/18) */
Hi *** -
I am still talking to Old RepublicI will respond in a couple of days
Regards,
***
________________________________________

Initial Business Response /* (1000, 5, 2014/06/10) */
Ms*** ***
Revdex.com
Re: Plan # XXXXXXXX
Dear Ms***,
Regarding the denial of coverage for two air conditioning systems; I have reviewed the file and the following is a brief summary of the diagnosis
05/08/Plan
becomes effective for the Plan Holder
05/27/Service request: two air conditioners are not cooling properly
Dispatched: Mechanical HVAC Services
06/03/Status: the technician diagnosed and found the condenser for the upstairs unit is corroded and has no refrigerant in the systemThe downstairs evaporative coil also has no refrigerant in the systemBased on the condition of both of the units, the technician informed us that the air conditioners could not have been working properly on the effective date of the Plan
Please refer to page 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 "
We apologize the terms and conditions of the Plan do not provide coverage in this situationWhile the intent of Old Republic Home Protection is to provide as much coverage as possible, the Plan is not all inclusive and there are limitations which are standard in the home warranty industry
If Mr*** has any questions, please inform him to contact us at XXX-XXX-XXXX for assistance
Sincerely,
*** ***
Claims Manager
Old Republic Home Protection
Initial Consumer Rebuttal /* (3000, 7, 2014/06/11) */
(The consumer indicated he/she DID NOT accept the response from the business.)
I had a home inspection report and home owners disclosure written documentation that states the unit was working properly on the effective date 5/8/of the policyAlso a invoice from the technician with a description of the fix and the receipt invoice does not state that the system was not working priorHow can the technician claim it was not working when my wife and I had been occupying the house for weeks prior to the claim with temperatures in the 80's and 90'sThe technician is contracted by ORHP and basically wrote the report as instructedI am going to take legal action against this company for falsifying the report to deny claim

Initial Business Response /* (1000, 5, 2014/07/23) */
Ms*** ***
Revdex.com
Re: Plan # XXXXXXXX
Dear Ms***,
Regarding the service request for the shower valve leak; on behalf of Old Republic Home Protection (ORHP) and its employees, please extend our sincere apologies for the
circumstances outlined in Mr***'s letter
ORHP, like other home warranty companies, uses Independent Network Service Providers to service our Plan HoldersAlthough 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*** 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, Mr*** has spoken with Mr***, and will follow up to resolve his service request in a timely manner
If Mr*** has any questions, please inform him to contact Mr*** at XXX-XXX-XXXX ext for assistance
ORHP appreciates Mr*** 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,
*** ***
Claims Manager
Old Republic Home Protection
Initial Consumer Rebuttal /* (3000, 7, 2014/08/07) */
(The consumer indicated he/she DID NOT accept the response from the business.)
I would like to keep this open until the reimbursement check that was mailed on Monday actually arrives
When the check arrives I will be more than happy to close the case as having been resolved
Final Business Response /* (4000, 9, 2014/08/11) */
Please inform Mr*** the check was mailed on July 31st, If he does not receive the check, please advise Mr*** to contact my associate, Mr*** at XXX-XXX-XXXX ext *** for assistance
Sincerely,
*** ***
Old Republic Home Protection
Final Consumer Response /* (2000, 11, 2014/08/15) */
(The consumer indicated he/she ACCEPTED the response from the business.)
A thank you to Old Republic for resolving this issue

Initial Business Response /* (1000, 5, 2014/03/04) */
Ms*** ***
Revdex.com
Plan # XXXXXXXX
Dear Ms***,
Regarding Ms***'s request for reimbursement for the replacement of her pressure regulator; I have reviewed the file and although the Plan does not reimburse for service
completed without prior authorization from Old Republic Home Protection, I am willing to review the invoice from her plumber
Please inform Ms*** to provide me a legible copy of the invoice for review
Sincerely,
*** ***
Claims Manager
Old Republic Home Protection
Final Consumer Response /* (2000, 7, 2014/03/05) */
(The consumer indicated he/she ACCEPTED the response from the business.)
At this time I am accepting their offer to review the invoice from my plumberI'm hopeful they will see fit to cover the charges

I just found out that Old Republic Home Warranty are covering 0% of my $10,AC repairSCAM SCAM SCAMYou have little to no coverage with them, NEVER BUY A POLICY WITH THEMKnow you are not covered at all with them other then penny's on the $ at the mostRUN RUN RUN
Now if you read through the million page legal document it says in very unclear and confusing ways that there is a max cost to them for AC's of about $1, So you know, you get no real coverage for your $policy

Initial Business Response /* (1000, 5, 2014/11/12) */
Ms*** ***
Revdex.com
Re: Plan # XXXXXXXX
Dear Ms***,
Regarding the service request for the plumbing stoppage; on behalf of Old Republic Home Protection (ORHP) and its employees, please extend our sincere apologies for the
circumstances outlined in Mr***'s letter
ORHP, like other home warranty companies, uses Independent Network Service Providers to service our Plan HoldersAlthough 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*** 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 my associate, Mr*** spoke with Mr*** on
November 7, 2014, and is assisting him to resolve his service request
If Mr*** has any questions, please inform him to contact Mr*** at
XXX-XXX-XXXX ext*** for assistance
ORHP appreciates Mr*** 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,
*** ***
Claims Manager
Old Republic Home Protection
Initial Consumer Rebuttal /* (3000, 7, 2014/11/14) */
(The consumer indicated he/she DID NOT accept the response from the business.)
I have been told that I would be receiving a letter in the mail putting me in contact with the contract it's insuranceThis has not been received
Final Business Response /* (4000, 9, 2014/11/17) */
Ms***,
According to the file, my associate, Mr*** spoke with the Plan Holder on November regarding the letter mailed to him on November 7thPlease inform Mr*** if he still has not received the letter, to please contact Mr*** immediately, and he will ensure another letter is provided to him
Mr *** can be reached at XXX-XXX-XXXX ext***
Sincerely,
*** ***
Claims Manager
Old Republic Home Protection
Final Consumer Response /* (4200, 11, 2014/11/18) */
(The consumer indicated he/she DID NOT accept the response from the business.)
The letter was received but did not provide any helpI contacted the number provided in the letterThe contact was not able to provide the information needed to file a claim with the contractor's insurance

Initial Business Response /* (1000, 5, 2014/11/24) */
Ms*** ***
Revdex.com
Re: Plan # XXXXXXXX
Dear Ms***,
Regarding the service request for the kitchen refrigerator; on behalf of Old Republic Home Protection (ORHP) and its employees, please extend our sincere apologies for
the circumstances outlined in Ms*** letter
ORHP, like other home warranty companies, uses Independent Network Service Providers to service our Plan HoldersAlthough 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** 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 my associate; Mr*** has spoken with Ms*** and will follow up to ensure the service request is resolved in a timely manner
Please inform Ms** that if she has any questions, to please contact Mr*** at XXX-XXX-XXXX ext*** for assistance
ORHP appreciates Ms** 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,
*** ***
Claims Manager
Old Republic Home Protection
Initial Consumer Rebuttal /* (3000, 7, 2014/11/25) */
(The consumer indicated he/she DID NOT accept the response from the business.)
Mr*** called me today, 11/25, to let me know that the company would get the parts next week (December!) and schedule a repair once they receive itSince it is over Thanksgiving and our tenants have family visiting, they need a working refrigeratorWe had no other option but to replace the refrigeratorOld Republic has not taken responsibility for their slow response to this situationWhat would you do if you had family traveling to visit you for Thanksgiving and you could not prepare a meal because you did not have a fridge to store the food?
We are looking for monetary compensation since we had to give our tenant monetary compensation for having to throw out food twice and also for buying dry ice to store the food they had to keep fresh without a fridge since they have a new babyIn addition, we've had to replace the fridge because we could not leave them without a fridge for Thanksgiving
Final Business Response /* (4000, 9, 2014/12/01) */
Dear Ms***,
Regarding the refrigerator, please extend our sincere apologies to Ms** for the circumstances that occurred
Old Republic Home Protection (ORHP), like other home warranty companies, use independent part suppliers, and we have no control regarding the availability of parts, or delays obtaining parts
According to the file, my associate, Mr*** has spoken with Ms*** and she informed him that she has replaced the refrigeratorAccording to the terms and conditions of the Plan, we do not reimburse for service not authorized by ORHP
However, Mr*** offered to provide Ms** the cost of the labor and parts that would have been necessary to repair the refrigerator ($228.42), and agreed as a matter of goodwill, to provide Ms** an additional $Ms** informed him that she will contact him at a later time
Please inform Ms** to contact Mr *** at her earliest convenienceHe can be contacted at XXX-XXX-XXXX ext***
Sincerely,
*** ***
Claims Manager
Old Republic Home Protection

Initial Business Response /* (1000, 5, 2014/05/20) */
Ms*** ***
Revdex.com
Re: Plan # XXXXXXXX
Dear Ms***,
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***'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
Please inform Ms*** that ORHP will agree, strictly as a matter of goodwill, to review the invoice from Perfect-Temp Air Conditioning and Heating, and to provide me a copy of the invoice at her earliest convenienceOur mailing address is:
Old Republic Home Protection
*** *** ***
San Ramon, CA XXXXX-XXXX
ORHP appreciates Ms*** 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,
*** ***
Claims Manager
Old Republic Home Protection
Initial Consumer Rebuttal /* (3000, 7, 2014/05/22) */
HiI want to respond that this case is resolved*** said in a voicemail that I would receive a refund check for the freon within two weeksI feel like I should wait until that happens to close the caseIs that your recommendation?

I have had this home warranty before and didn't need to use it We just renewed after not having it for almost years Our air conditioner went out just after the day waiting periodThey sent a contractor out the same afternoon, which was Friday It was too late to fix, he came back Monday and replaced the compressorthe contractor said it was normally at least 3-4K for this repair I greatly appreciate the prompt response by Old Republic Fixed, no problems, no questions asked

Initial Business Response /* (1000, 5, 2014/08/29) */
August 28,
Ms*** ***
Revdex.com
Re: Plan # XXXXXXXX
*** ***
Dear Ms***,
In regard to the denial of coverage for the dishwasher service request; I have reviewed the file which indicates
we have confirmed with both of the independent Service Providers dispatched that the failures to the dishwasher are the result of pest damage (roaches)
Please refer to Limitations Of Liability that states:
General LimitationsThis Plan does not cover:
CDamage caused by people, pests, or pets
We extend our sincere apologies for the circumstances relayed by Ms*** and for any delays in obtaining the diagnosis and relaying the denial of coverage
Based on the information provided, I have taken personal responsibility to address the issues outlined with the Service Provider, ensuring they understand the result of their actions
As a result of the circumstances that occurred, and strictly as a matter of goodwill, ORHP has agreed refund the $Trade Call Fee paid
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 industryWe apologize to Ms*** that the terms and conditions of the Plan do not provide coverage in this situation
Sincerely,
*** ***
Claims Manager
Old Republic Home Protection
Phone: XXX-XXX-XXXX x ***
***@orhp.com
Initial Consumer Rebuttal /* (3000, 7, 2014/09/03) */
(The consumer indicated he/she DID NOT accept the response from the business.)
My tenant confirmed that she does not have a roach problem at this propertyShe said that dead roaches were noted behind the dishwasher
She also confirmed that the first service provider ordered a new touch panel for the dishwasher, put it in, then took it out as he couldn't get it workingThen she was promised more parts, that never camemonths went by, no one fixed it or returned the tenants callsI then rereported the problem to OR and they sent a second tech from another company who said he would ask OR for a part approval which was deniedI asked OR for pictures indicating a roach problem but OR was unable to show me an proof of a pest problemI think making the tenant go months without a dishwasher, making many promises to her and me to fix it, then denying the claim without any proof is just the companies way of getting out of their commitment as they don't want to fix or replace the dishwasher according to the contract! What a shame, all those empty promising and never a word about a pest problem until months later which the tenant does NOT have! Shame on Old Republic! Would you like being treated this way after paying them for years on a regular basis???
Final Business Response /* (4000, 9, 2014/09/04) */
Ms***,
Regarding the denial of coverage for the dishwasher; I have reviewed the file and understand the frustration expressed by Ms*** in her recent correspondenceI have left a message for Ms*** to contact me at her convenience to discuss a resolution for her service request
Please advise Ms*** to contact me at ext ***
Sincerely,
*** ***
Claims Manager
Old Republic Home Protection
Final Consumer Response /* (2000, 11, 2014/09/14) */
(The consumer indicated he/she ACCEPTED the response from the business.)

Initial Business Response /* (1000, 5, 2014/08/12) */
Ms*** ***
Revdex.com
Re: Plan XXXXXXXX
Dear MsThomas,
Regarding the Trade Call Fee for the refrigerator service request; I have reviewed the file that indicates coverage was denied based on the terms and conditions of the
Plan
Please refer to page 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 homeThe 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 daysThe TCF is due whether service is covered or
deniedEssentially, when we incur a cost of service, you are responsible for a TCF."
Please inform Mr*** to contact us at XXX-XXX-XXXX to pay the past due Trade Call Fee
Sincerely,
*** ***
Claims Manager
Old Republic Home Protection
Initial Consumer Rebuttal /* (3000, 7, 2014/08/13) */
(The consumer indicated he/she DID NOT accept the response from the business.)
Their response is misleading
That was not the first time they were called for the same problem.In fact they were called three times before for that same problem, and the fee was paid the first time
The call in question was a repeated call for the same problem that they later decided that it was not covered after the failed attempts to repair it
Final Business Response /* (4000, 9, 2014/08/15) */
Ms***,
Please inform Mr*** the previous service request for the ice maker, prior to the January service request, was in September 2013; well beyond the day recall provided by the Plan coverage
However, strictly as a matter of goodwill, we have waived the Trade Call Fee
Sincerely,
*** ***
Old Republic Home Protection
Final Consumer Response /* (2000, 11, 2014/08/18) */
(The consumer indicated he/she ACCEPTED the response from the business.)
I expect the company to request from the collection company to stop contacting us about the claimed charge as it is not valid and cancelled
The business had previously accepted to cover for repair of the ice-maker under the same contract, but when they were called again for the same problem they declined responsibility while charging us for a "Trade call"
They should have assumed responsibility for their mistake, instead of charging us for a service that was not performed
By their mistake they caused us aggravation and wasted my time on this, so cancelling that charge was less a courtesy than assuming "some" responsibility for their mistake

Initial Business Response /* (1000, 5, 2014/06/05) */
Ms*** ***
Revdex.com
Re: Plan # XXXXXXXX
Dear Ms*** ***,
Regarding the service request for the cooktop burner; on behalf of Old Republic Home Protection (ORHP) and its employees, please extend our sincere apologies for
the circumstances outlined in Mr*** letter
ORHP, like other home warranty companies, uses Independent Network Service Providers to service our Plan HoldersAlthough 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
As a result of the circumstances that occurred, ORHP has agreed to dispatch Axis Appliance Repair to provide their diagnosis of MrFlower's cooktop burner
If Mr*** has any questions, please inform him to contact us at XXX-XXX-XXXX for assistance
ORHP appreciates Mr*** 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,
*** ***
Claims Manager
Old Republic Home Protection

Initial Business Response /* (1000, 5, 2015/08/21) */
Ms.*** ***
Revdex.com
RE: Plan # XXXXXXXX
Dear Ms***,
Regarding the service request for the refrigerator, and payment of 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***'s letter
ORHP, like other home warranty companies, uses Independent Network Service Providers to service our Plan HoldersAlthough 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*** 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***, Call Center Supervisor, spoke with Mr*** on August 20, 2015, and agreed to dispatch Pronto Appliance to re-diagnose the refrigeratorMr*** advised Ms*** that he would be out of town for several weeks, and *** contact her when he's available to schedule the appointmentIf Mr*** has any questions, please advise him to contact Ms*** at XXX-XXX-XXXX Ext***
With regard to the Trade Call Fee; please refer to page of the Plan that states:
"You are responsible to pay a TRADE (SERVICE) CALL FEE (TCF) when the Service Provider arrives
at your homeThe 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 daysThe TCF is due whether service is covered or deniedEssentially,
when we incur a cost of service, you are responsible for a TCF."
ORHP appreciates Mr*** 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,
*** ***
Plan Compliance Manager
Old Republic Home Protection

Initial Business Response /* (1000, 5, 2014/03/10) */
Ms*** ***
Revdex.com
RE: Plan # XXXXXXXX
Dear Ms***,
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 Ms***'s letter
ORHP, like other home warranty companies, uses independent network Service Providers to service our Plan HoldersAlthough efforts are made to dispatch qualified independent 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*** *** has spoken to Ms*** and has requested a copy of the invoice from her Independent Out-Of-Network Contractor for review
ORHP appreciates Ms*** 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 regard,
*** ***
Claims Manager
Old Republic Home Protection