Old Republic Home Protection Company, Inc.

Initial Business Response /* (1000, 5, 2014/09/15) */
*** ***
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 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
According to the file, my associate, Ms*** has left a message for the Plan Holder, and will follow to ensure the service request is resolved in a timely manner
If Ms*** has any questions, please inform her to contact MsBrown 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 Business Response /* (1000, 5, 2014/06/05) */
Ms***
Revdex.com
Re: Plan XXXXXXXX
Dear Ms***,
Regarding the service request for the ceiling fan; 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
I have reviewed the file, and my associate, Mr*** has left a message for Mr*** to resolve this service requestPlease inform Mr*** 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 Business Response /* (1000, 5, 2015/07/09) */
Ms*** ***
Re: Plan XXXXXXXX
Dear Ms***,
Regarding the service request for the air conditioner; according to the file, my associate, MsCafferata, spoke with Mr*** on July 7, 2015, and has dispatched an
Independent Network Service Provider to diagnose the air conditioner and assigned the follow up of this service request to Ms***
If Mr*** has any questions or concerns, please advise him to contact Ms*** at
XXX-XXX-XXXX ext*** for assistance
Sincerely,
*** ***
Claims Manager
Old Republic Home Protection

Initial Business Response /* (1000, 5, 2014/11/21) */
Ms*** ***
Revdex.com
Re: Plan XXXXXXXX
Dear Ms***,
Regarding the denial of coverage for the garage door opener; I have reviewed the file that indicates that the Independent Network Service Provider dispatched by Old
Republic Home Protection (ORHP) diagnosed that based on the condition of the garage door opener, it could not have been in good operating condition on the effective date of the Plan
Please refer to page of the Plan that states:
"We will provide service for covered systems or appliances which malfunction, and are reported,
during the term of the Plan that:
B) Were correctly installed and working properly on the effective date of the Plan, and
C) 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."
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 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, 2014/11/29) */
(The consumer indicated he/she DID NOT accept the response from the business.)
The technician never looked at the garage opener to determine any thing about itI even requested that they send another technician to examine the opener and was told that they do use another company but saw no reason to do soThe opener was working when I parked my car in the garage and is installed exactly like the opener in the second bay that is still working correctlyI have been extorted out of a service fee in which no service was performedAll I want is what I have paid for, the opener repairedEven the neighbor will testify that the open worked when I moved inI would like for a technician to come out and repair or replace the unit that failed I can supply pictures of the two units if needed
Final Business Response /* (4000, 9, 2014/12/03) */
Dear Ms***,
I have reviewed the file and my associate, Ms*** is assisting Mr*** with the service request for his garage door opener
Please inform Mr*** if he has any questions, to please contact MsGarcia at XXX-XXX-XXXX ext*** for assistance
Sincerely,
*** ***
Claims Manager
Old Republic Home Protection

Initial Business Response /* (1000, 5, 2014/11/03) */
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 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 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, and my associate, Ms***, has spoken with Mr***, and she will follow up to ensure the service request is resolved in a timely manner
If Mr*** has any questions, please inform him to contact Ms*** 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 /* (2000, 7, 2014/11/05) */
(The consumer indicated he/she ACCEPTED the response from the business.)
Old Republic took full responsibility for that matter, and my air-conditioning unit has been replacedI thank the Revdex.com for their services, which I credit for the extra attention given to my problem

Initial Business Response /* (1000, 5, 2014/12/03) */
Ms*** ***
Revdex.com
Re: Plan XXXXXXXX
Dear Ms***,
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***'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 Mr*** 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 Mr*** that the balance paid for the water heater repair, completed by his Out-Of-Network Contractor, will be mailed to him within the next ten business days
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 /* (2000, 7, 2014/12/04) */
(The consumer indicated he/she ACCEPTED the response from the business.)

Do NOT buy a plan from Old Republic Home ProtectionWe paid almost $for a plan and they never repaired our air conditioner then cancelled our policyBuyer beware, they engage in deceptive trade practices and they do not abide by their contracts

I called in due to an AC system not workingDue to this reason, I decided not to move in yet since it was too hot/uncomfortable to move inThe representative, Jennifer, decided it was not a priority since I was not living in the resident yetI informed her I can move in right now to make it a priority, but she just laughed and said I was manipulating the systemI requested to speak to a manager or supervisor, and she just said noI have the Platinum Plan with AC

Initial Business Response /* (1000, 5, 2015/04/08) */
Ms*** ***
Revdex.com
Re: Plan # XXXXXXXX
Dear Ms***,
Regarding the service request for the clothes washer; 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
According to the file, my associate, Ms*** is following up on this service request to ensure it is resolved in a timely mannerIf Ms*** has any questions, please advise her to contact Ms*** 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 Business Response /* (1000, 5, 2015/01/06) */
Ms*** ***
Revdex.com
Re: Plan XXXXXXXX
Dear Ms***,
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 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
With regard to payment of 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."
Please inform Mr*** that I have reviewed the file and confirmed the Trade Call Fee payment was processed on December 30,
If Mr*** has any additional needs for service for his oven during the Plan term, please advise 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 Consumer Rebuttal /* (3000, 7, 2015/01/10) */
(The consumer indicated he/she DID NOT accept the response from the business.)
I do not accept that I am responsible for mistakes made by ohr or its contractorsAlso, having a "talking to" with the service provider doesn't satisfy the fact that I had to pay for low quality service
Final Business Response /* (4000, 9, 2015/01/13) */
Dear Ms***,
Regarding the service request for the oven; I have reviewed the file and the electrician dispatched by Old Republic Home Protection diagnosed the breaker for the oven is wired with #wiring, and should be #for the amp oven breakerAccording to the electrician, the undersized wiring will result in overheating of the wire which will periodically trip the breaker
Please inform Mr*** if he has additional information that he believes should be considered (e.ga diagnosis by an Out-Of-Network Electrician), to please forward it to me for review
Sincerely,
*** ***
Claims Manager
Old Republic Home Protection
Final Consumer Response /* (4200, 13, 2015/01/15) */
(The consumer indicated he/she DID NOT accept the response from the business.)
No resolution proposed

Initial Business Response /* (1000, 5, 2014/07/18) */
Ms*** ***
Revdex.com
Re: Plan XXXXXXX
Dear Ms***,
Regarding the denial of coverage for the electrical panel; I have reviewed the file that indicates the Independent Network Service Provider dispatched by Old Republic Home
Protection (ORHP), diagnosed the electrical panel is undersized for the home, which has created an overload of the electrical panel
Please refer to page of the Plan under Electrical Coverage that states:
"Not Covered: overload ..."
We apologize 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

Initial Business Response /* (1000, 5, 2014/08/25) */
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***' 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 on August 20th, 2014, my associate, Mr*** transferred the service request to All Air Services, and they will contact Ms*** to schedule an appointment to install the new capacitor on her air conditionerIf she would like to contact them directly, they can be reached at XXX-XXX-XXXX
If Ms*** has any additional questions or concerns, please advise her to contact MrGenovese 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 Business Response /* (1000, 5, 2015/04/06) */
Ms*** ***
Revdex.com
Re: Plan XXXXXXXX
Dear Ms***,
Regarding the denial of coverage for the water heater, and Ms*** request to waive the Trade Call Fee (TCF); I have reviewed the file that indicates when the plumber
arrived to diagnose the water heater, it had been removed and was not installed for diagnosis
Please refer to page of the Plan that states:
"We will provide service for covered systems or appliances which malfunction, and are reported, during the term of the Plan that:
A) Are installed for diagnosis and located within the interior of the main foundation of
the home and garage (inside the load-bearing walls of the structure)."
With regard to the TCF; although the TCF is due whether the service is covered of denied, Old Republic Home Protection (ORHP) will agree, strictly as a matter of goodwill, to honor Ms*** request and waive the TCF
Please extend our apologies to Ms** that the terms and conditions of the Plan did 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 MsLi has any questions, please advise her to contact us at XXX-XXX-XXXX for assistance
Sincerely,
*** ***
Claims Manager
Old Republic Home Protection
Initial Consumer Rebuttal /* (3000, 7, 2015/04/07) */
(The consumer indicated he/she DID NOT accept the response from the business.)
First I want to thank you for your goodwill of willing to waive the service feeI understand that ORHP has to pay the technician for their timeORHP must also realize that when they switch vendor on us after the initial visit, we have to "waste" another day dealing with a new vendorAnyway, thank you for waiving the fee
In regard to not covering the water heater, I think it is extremely unfair for ORHP to do soPlease allow me to explain whyFirst, my water heater was removed so that I can replace the damaged dried wallWhen a technician come and if they decide to replace the unit, they do not wait for us to replace the drywallThey would install the new unit immediatelyThe only way to fix the drywall and prevent mold would be to remove the tank ahead of time and repair the dry wall prior to replacing the unitSecond, I did not dispose of the water heaterThe heat was literally in front of the storage room, a few feet from it's installation positionI have taken pictures of the unit show the leakage prior of removal and am more than happy to forward the pictures if neededThe technician could have easily connect the water heater to a garden hose and fill the tank up if they want to diagnose the leakInstead, they refuse to do anything because the tank was "removed"How ridiculous it is to ask us to reinstall the old water heaterThen place and pay for another service call for another technician to come out and "diagnose" the problem when it was obvious that the tank was leaking at the baseLast but not least, I am not a professional plumber but I do know that if the water heater is leaking water at the base, there isn't much one can do to fix it! One can replace the heating elements or thermostat etcif it is not heating but if the tank is leaking at the base, What can you do to fix it? If anything, I have made the job easier for the technician by draining the unit and move it out of the storage room! I purchased a new heater at Home Depot this past weekend and it literally took me less than min to install the new unit!
In conclusion, I suppose that I have "violated" ORHP policy by removing the tankThere is nothing we can do because of the "fine print" wihtin the policyHaving said that, I hope that ORHP realize there was a reason why I removed it and that there wasn't anything that can be repair with the old tankAll I am asking for is the cost of the new water heater unit that I purchased for replacementThank you for your time to review my case
Final Consumer Response /* (3000, 21, 2015/05/07) */
(The consumer indicated he/she DID NOT accept the response from the business.)
Dear Mr***,
I sent the pictures and receipt along with my policy information for you to reviewYou should be receiving it sometime early next week
Thank you
***
Final Business Response /* (4000, 23, 2015/05/08) */
Dear Ms***,
Once I receive the information Mr** has informed us that he mailed, I will contact him directly in reference to his service request
Sincerely,
*** ***
Old Republic Home Protection

Initial Business Response /* (1000, 5, 2014/06/10) */
Ms*** ***
Revdex.com
Re: Plan XXXXXXXX
Dear Ms***,
Regarding the renewal of Mr***'s Plan; I have reviewed the file and we have spoken with Mr*** and apologized for the computer error that flagged his Plan as
not being eligible for renewal
According to the file, on June 6th, 2014, Mr*** renewed his Plan, and we look forward to the opportunity to provide him service during his Plan term
Please assure Mr*** that Old Republic Home Protection values him as a customer, and assure him we will continue to provide him the service he wants and deserves
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 Business Response /* (1000, 5, 2015/04/02) */
Ms*** ***
Revdex.com
Re: Plan XXXXXXXX
Dear Ms***,
Regarding the service requests for the clothes dryer, electrical outlet, electrical wiring and range, and the Trade Call Fee for each service request; I have reviewed the
file and the following is a brief summary
04/22/Service request: the clothes dryer is not operating properly
Dispatched: All Desert Appliance
04/30/Status: the technician was unable to diagnose the dryer due to a lack of access to complete a diagnosis (i.ethere were items stacked around the dryer)The tenant agreed to remove the items, and service was rescheduled for
*** 3,
05/03/The technician diagnosed the clothes dryer required a maintenance kit, and the part was ordered from the local appliance parts supplierThe appointment to return and complete the repair was scheduled for *** 10,
05/10/The technician arrived for the scheduled appointment, and the tenant was not home
05/12/The Plan Holder called Old Republic Home Protection (ORHP) regarding the status of the service request for the clothes dryer, and an appointment was rescheduled for *** 13,
05/13/The technician arrived at the home for the scheduled appointment, and the tenant was not home
05/14/The technician spoke with the tenant and the appointment was rescheduled for *** 16,
05/16/Repair was completed to the clothes dryer and it was operating as designed
06/24/Service request: intermittent power to a kitchen outlet
Dispatched: Ace A-Electrical
06/27/Status: the technician diagnosed the outlet was operating as designed, and there was no repair required
07/09/Service request: no power in the home
Dispatched: Ideal Services
07/11/Status: the technician reset the circuit breaker for the home, and power was restoredIn addition, he diagnosed there was a problem with the range that was effecting the circuit breaker, and recommended that we dispatch an appliance company to diagnose the range
Dispatched: A Professional Appliance Repair
07/16/Status: the technician diagnosed the bake element had failed and had to be replacedAfter the repair was completed, the oven operated as designed
With regard to payment of the Trade Call Fee (TCF); according to the Plan, a TCF is required for
each service request whether service is covered or denied
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
denied."
In the letter from Ms***, she indicated that the TCF's were waived by one of my
associates; however, I have reviewed the file, and there is no reference to waiving the TCF for
the three service requests
Please advise Ms*** to remit payment of the TCF for the three service requests as soon
as possible, and if she has any questions, to contact us at XXX-XXX-XXXX for assistance
Sincerely,
*** ***
Claims Manager
Old Republic Home Protection
Initial Consumer Rebuttal /* (3000, 12, 2015/04/24) */
***Document Attached***
Im sending you this evidence from old republic for the bad service that I got from themIm also sending voice mails and pictures of the job they did with the air conditionerThe AC is out of adjustment and the pipe is curvedI hope you take this proof into consideration to resolve this matter and dont allow this company to keep doing this to other customers im willing to pay them if they pay me months worth of rent from the tenants that I lost due to them not fixing the issues on time
Final Business Response /* (4000, 23, 2015/05/26) */
Dear Ms***,
Please advise Mr*** as a gesture of goodwill, if he will pay the Trade Call Fee (TCF) for work order number *** (the repair of the clothes dryer on April 30, 2014), I will waive the TCF for work order number *** (repair of the loss of electrical on July 9, 2014)
If this is acceptable to Mr***, please advise him to inform me when the TCF is paid for work order XXXXXXXX, and I will confirm payment, and waive the TCF for work order XXXXXXXX
Sincerely,
*** ***
Claims Manager
Old Republic Home Protection
Final Consumer Response /* (4200, 25, 2015/06/05) */
(The consumer indicated he/she DID NOT accept the response from the business.)
Dear Revdex.com I would like to know the outcome of this problem I already paid $and im not willing to pay anymoreDue to this issue I lost my tenantsI provided you with VM,Phone numbers, and receipts were it states they are taking a long time to resolve the issueThe company that was managing my apartments states very clear that they are not responding on time.I also provided numbers to the renters that were living there at the time have you called them to confirm to see if the tech fixed the issue? its ovious that if the tech saw no one there he should have reported to the office and got a key that is what we pay them forAlso has old Republic provided you with the phone conversations when they stated clearly that I did not have to pay a dime for this

Initial Business Response /* (1000, 5, 2014/08/19) */
Ms*** ***
Revdex.com
Re: Plan # XXXXXXXX
Dear Ms***,
Regarding the service request for the furnace; I have reviewed the file and my associate, Ms*** has communicated with Mrand Mrs*** to resolve their service
request, and provided them the option to have the equipment repaired, or we will provide them a cash settlement which equals the cost of the covered repair
Based on the diagnosis received from the Independent Network Service Provider dispatched by Old Republic Home Protection (ORHP), Property Guardian, and the Out-Of-Network Contractor hired by Mrand Mrs***, in order for the repair to be completed, the furnace needs to be cleaned
Please refer to page of the Plan titled Limitations of Liability under General Limitations 1.Bthat states:
"General LimitationsThis Plan does not cover:
Broutine maintenance and cleaning."
Please extend our apologies that the terms and conditions of the Plan do not provide coverage for cleaningWhile 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
According to the file, on August 18th, ORHP received a request from Mr*** to cancel his Plan, and as a goodwill gesture, we have refunded his Plan fee in full
Please inform Mr*** if he has any questions, to please contact Ms*** at XXX-XXX-XXXX ext***
Sincerely,
*** ***
Claims Manager
Old Republic Home Protection

Initial Business Response /* (1000, 5, 2014/09/17) */
Ms*** ***
Revdex.com
Re: Plan XXXXXXXX
Dear Ms***,
Regarding the service request for the air conditioner; I have reviewed the file that indicates the service request was dispatched to Lee's HVAC on September 3, 2014, and
they have left several messages for the Plan Holder to schedule an appointment
Please inform Mr*** to contact Lee's HVAC at XXX-XXX-XXXX at his earliest convenience
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 Business Response /* (1000, 5, 2016/03/22) */
Ms*** ***
Revdex.com
RE: Plan # XXXXXXXX
Dear Ms***,
Regarding the service request for the garbage disposal and dishwasher; on behalf of Old Republic Home Protection (ORHP) and its employees, please extend our sincere
apologies for the circumstances outlined in Ms*** 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 individual involved, ensuring he understands the result of his actions and comments
I have reviewed the file that indicates the garbage disposal and dishwasher were not in good operating condition on the effective date of the Plan
Please refer to page of the Plan that states:
"We will provide service for covered systems or appliances which malfunction, and are
reported, during the term of the Plan that:
B) Were correctly installed and working properly on the effective date of the Plan, and
C) Have become inoperable due to wear and use (including rust, corrosion, and
chemical or sediment build-up), after the effective date of coveragePre-existing
conditions are not covered."
Please extend our apologies to Ms*** 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 Ms*** has any additional information she believes should be considered, please advise her to contact me at XXX-XXX-XXXX Ext
Best regards,
*** ***
Plan Compliance Manager
Old Republic Home Protection

Initial Business Response /* (1000, 5, 2015/07/23) */
Ms*** ***
Revdex.com
Re: Plan XXXXXXXX
Dear Ms***,
Regarding the service request for the dishwasher placed on June 19, 2015; 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 Ms*** 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
As a result of the circumstances that occurred, and strictly as a matter of goodwill, ORHP has agreed to waive the $Trade Call Fee
I have reviewed the file that indicates my associate, Mr*** Call Center Supervisor, will follow up to ensure the service request is resolved in a timely mannerIf Ms*** has any questions, please advise her to contact Mr*** at XXX-XXX-XXXX ext*** for assistance
ORHP values Ms*** as a customer, and we hope she realizes the value of the Plan and the many benefits it providesIf she 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
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 Business Response /* (1000, 5, 2014/05/09) */
Ms*** ***
Revdex.com
Re: Plan XXXXXXXX
Dear Ms***,
Regarding coverage for the air conditioner; I have reviewed the file and my associate, Ms***, has been assigned to discuss this situation with Ms***Please
inform Ms*** to contact Ms*** at XXX-XXX-XXXX ext *** for assistance
Sincerely,
*** ***
Claims Manager
Old Republic Home Protection
Initial Consumer Rebuttal /* (3000, 7, 2014/05/12) */
(The consumer indicated he/she DID NOT accept the response from the business.)
Ms*** did call me on 5/and left a messageI called her back and left a message on 5/and again this morning 5/and have not heard back from Ms*** Until we are able to talk and come to a resolution on this issue, I need to leave the issue openBasically, I have not heard back from the company by email or phone since 5/
Final Business Response /* (4000, 10, 2014/05/16) */
Ms***,
I have reviewed the file and my assocaite, MsPerez, has spoken with Ms*** to discuss her situation
Please inform Ms*** if she has any questions or additional information, to please contact MsPerez at XXX-XXX-XXXX ext *** for assistance
Sincerely,
*** ***
Claims Manager
Old Republic Home Protection
Final Consumer Response /* (2000, 12, 2014/05/21) */
(The consumer indicated he/she ACCEPTED the response from the business.)
I accept the resolution of a refund, but, I would have preferred that the company honored their agreement with me