Old Republic Home Protection Company, Inc.

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, 2015/01/12) */
Ms*** ***
Revdex.com
Re: Plan XXXXXXXX
Dear Ms***,
Regarding the denial of coverage for the electrical panel; I have reviewed the file and according to the Independent Network Service Provider dispatched by Old Republic
Home Protection (ORHP), the electrical panel is damaged as the result of an electrical overload; the panel is only amps, and the electrical demand for the systems and appliances will require a amp panel to operate properly
Please refer to page of the Plan under Electrical Coverage that states:
Not Covered: Overload
Also, please refer to page of the Plan under General Exclusions 1.Athat states:
"This Plan does not cover:
ASystem or appliance repairs, replacements or upgrades required as a result of:
A malfunction due to lack of capacity of the existing system or appliance"
Please extend our sincere 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 advise him to contact us at XXX-XXX-XXXX for assistance
Sincerely,
*** ***
Claims Manager
Old Republic Home Protection
Initial Consumer Rebuttal /* (3000, 7, 2015/01/13) */
(The consumer indicated he/she DID NOT accept the response from the business.)
I had three independent providers come and check the panelThey determined the load on the unit was maxed out but did not exceed spec thus it failed over time due to wear and tearThe panel has now been replaced by a certified electrician and its been replaced by the same AMP load systemI had no choice other then to replace the panel by a independent provider due to safety concerns and fire hazardI have the providers notes from all three providers and I'm seeking a complete reimbursement of out of pocket cost or at least full reimbursement of the plan cost since its obviously useless
Final Business Response /* (4000, 9, 2015/01/15) */
Ms*** ***
Revdex.com
Re: Plan # XXXXXXXX
Dear Ms***,
Regarding the service request for the electrical panel; 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
Please advise Mr*** to provide me the diagnosis and estimates from his Out-Of-Network Contractors regarding his electrical panel for my review
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, 2015/01/27) */
*** ***
Revdex.com
Re: Plan XXXXXXXX
Dear Ms***,
Regarding the service request for the range; I have reviewed the file and have spoken with Ms***Based on my review of the file, Home Inspection, and my conversation
with Ms***, Old Republic Home Protection has agreed, as a gesture of goodwill, to provide Ms*** a cash settlement of $which represents our cost for the repair
Ms*** agreed to accept the cash settlement, and she is aware the check will be mailed within the next ten business days
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, 2014/07/09) */
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
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 and my associate, MrChafee, has spoken with Ms***, and will follow up to resolve her service request in a timely manner
If Ms*** has any questions, please inform her to 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 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

I would like to start by saying that today is August 1, and I've been dealing with Old Republic Home Protection since June 20, (for days) to get my AC unit fixedMy husband and I have called this company so many times to follow up with them and repeat ourselves to let them know how urgent it is is to get air conditioner up and running again in our house since we have two toddlers and a senior person at home with over degrees out
My youngest son who is two years old already has heat rash all over his body for the past couple of weeks and they could care less
The have lied to us from day one It took weeks for his technician to finally figure out it was the evaporating coil inside the furnace that was licking At first they said the technician was taking his time because he was actually saving us thousand of dollars due to the evaporating coil not being manufactured anymore because our furnace was old So even though they heard me on the phone frustrated two weeks ago they said we had to wait for him to fix it for another week I called them a week later on 7/to find out what was the status and was informed that the technician couldn't fix it and they were going to place a work order to have it approved to purchase the coilThe tech person called us that same day and said he had the part already purchase but was not authorized to install it because Old Republic said it was not from their preferred vendors
I called Old Republic and asked them why wouldn't they approve to have the part that supposedly no one was manufacturing anymore a week ago and now for some odd reason there's vendors out there making it to be installed since he had itThe rep said it was "too expensive" so they had another vendor that was cheaper and could take up to days to get itI told this person the urgency due to my kids and also because we have been very patient having no AC for over a month with these crazy heat in Southern California
Here I am on 8/1/still waiting to see if now the technician was able to purchase or either order the evaporating coil from Old Republic's vendors since it's cheaper for them but who cares about the people inside that house during this summer season
I just called them but they couldn't get hold of their lazy and rude technician to see if he was able to find it or not
I wouldn't recommend this company, they just care about money, especially saving money and not the well being of their customers even if that is risking their healthIt is the worst customer service I have ever experiencedI can't wait for this one day to get fixed and would never think of renewing my contract with them for another year and waist $for their lack of care

I called Old Republic regarding a heating unit that went down in my homeA repair man showed up advised that the unit was too dirty to work on and that my thermostat was installed wrongweeks earlier I had a Home Inspector go over the house, as we are looking to sell it, with a detailed reportHe mentioned a couple of adjustments for the unit but never mentioned that it was too dirty except that a can of compressed air to do some basic cleaning, and the unit was working fineSuddenly old republic sends someone over after we called and instead of trouble shooting the unit, which obviously has an issue, he tells us it's too dirty, our thermostat is installed wrong and leavesNow old republic won't do anything until I hire someone from the outside to repair the unit and then supply them with a reportI called yesterday to find out why this was handled this way and if they could send someone who knows what he is looking at to, get a second opinion, rectify the situation and repair the unitWhen I couldn't get any satisfaction I asked to speak with a supervisor, who I was told would call me backhours later, in the afternoon, I called old republic and was told to be patient and a supervisor would callThis morning I called again as I never heard from anyone and after being on the phone for over thirty minutes I was told *** is busy but he will call me soonI'm not holding my breath, I'm not renewing my contract in March and I will find a local heating specialist who can take care of it properlyNo service on any level

On 7/18/15, I called Old Republic and informed them that my AC unit was broken and I needed assistance The representative informed me that finding a technician to come and inspect the AC unit with less than a hour notice was not feasibleMy family couldn't be w/o AC; my wife is currently pregnant, I have an infant son, and the temperatures are over 100F every dayWhen I called Old Republic to get further details, the CSR told me that there was a priority listThe representative further explained that we did not qualify as a priority service call and we needed to waitTiredly, I called multiple times; each time either being placed on hold or having to hang up and try again I finally got a hold of a representative and was able to get a technician out to my house hours after the A/C went outThe technician performed several tests and concluded that the TXV on the inside of the unit was too close to the condenser, creating a hole which resulted in a Freon leakI was then contacted by Old Republic and they stated, "The equipment was installed wrong and this would not be covered under my current warranty." The customer service representative (***) was rude and ridiculousShe constantly interrupted me and refused to put a supervisor or manager on the line After all the issues were thoroughly explained by me and the HVAC contractor, the Old Republic representative (***) still refused to rectify the situationI called them back and talked to different customer service representatives before reaching ***, a representative that finally helped me out I went over the report with her and explained my concernI started by letting her know that we moved in the house in and the A/C unit was installed in If it was installed wrong, there is no way the unit could have ran for yearsAfter she listened to my concern and researching the situation, she determined the unit would be covered under my warrantyI had to take my family to a local hotel while this situation was being resolvedWe had to stay at a hotel for over two weeks waiting for approvals before Old Republic could even order the partsI was then told by the contractor, due to the time of year, that all Old Republic calls were not a priority and I would need to wait another to days before they could do the installI expected the expenses to be reimbursed by Old Republic, which I found out was not going to happen under their policy Since these events have taken place, I have received two renewal notices in the mail I regret to inform them, because of my dissatisfaction with the service and how those events took place, I will no longer be renewing my home warranty coverage with Old Republic

Initial Business Response /* (1000, 5, 2014/06/27) */
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 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
I have reviewed the file that indicates ORHP has authorized All Seasons Air Conditioning to complete the repair of the heat pump blower control board
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, 2014/08/12) */
Ms***
Revdex.com
Re: Plan XXXXXXXX
Dear Ms***,
Regarding the denial of coverage for the garage door springs and the request to waive the Trade Call Fee; please refer to page of the Plan under Garage Door Opener Coverage
that states:
"Not Covered: Garage doors; hinges; springs "
With regard to the Trade Call Fee; the Trade Call Fee is due whether service is covered or deniedPlease 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."
However, as a gesture of goodwill, ORHP will honor Mr***'s request to waive the Trade Call Fee
If Mr*** has any questions, please advise him to contact us at XXX-XXX-XXXX for assistance
Sincerely,
*** ***
Claims Manager
Old Republic Home Protection

Initial Business Response /* (1000, 5, 2014/02/25) */
Ms*** ***
Revdex.com
Plan # XXXXXXXX
Dear Ms***
On behalf of Old Republic Home Protection and its employees, please extend our sincere thanks to Mr*** for being an Old Republic Home Protection Plan HolderIt has been
our pleasure to serve him
According to the terms and conditions of coverage, the Plan is renewable at our discretionAfter a review of Mr***'s file, we conclude that his Plan is ineligible for renewal
In the event Mr*** wants to maintain his home warranty coverage, please inform him to contact another Home Warranty Company to obtain coverageWe recommend visiting the National Home Service Contract Association website at homeservicecontract.org for a list of reputable companiesWe do not suggest companies that sell home warranties strictly over the Internet, as many are not properly licensed and/or regulated as required
We apologize for any inconvenience Mr*** *** be caused over this matter
Sincerely,
Consumer Response /* (3000, 11, 2014/05/12) */
On 02/24/I filed complaint number XXXXXXXX against Old Republic Home Protection
I never received notification from the vendor nor Revdex.com
I am unable to locate the complaint on the Revdex.com website
Please advise
Thank you,
*** ***

This company needs to better select the service companies they choose to service customersWe were forced to use one service company, who misdiagnosed our issue on the first visitWe had to wait over a week to get the part, another set of guys come to install the part, only to say now we need another partA different part altogetherWhy wasn't this noticed when the first tech came?! We have to throw away everything in the fridge now while waiting on yet a THIRD visit! I called ORHP and all they told me was we are so sorry to hear thisThat's it!!! It's a Friday night and now we are sitting here after three hours waiting for these two guys to reassemble our fridgeIt should not take his long! Not to mention, the service techs work for a HVaC company when we need a refrigerator repair man!! We will be telling our young homeowner friends not to buy with ORHP!

Initial Business Response /* (1000, 5, 2015/10/27) */
Plan XXXXXXXX
Dear Ms***,
Regarding the service request for the ice and water dispenser on the refrigerator; I have reviewed the file and my associate, Ms*** Call Center Supervisor, has assigned Ms*** to review the
file and contact Mr*** to discuss a resolution for his service request
Please advise Mr*** to contact Ms*** at XXX-XXX-XXXX Ext*** or Ms*** at
XXX-XXX-XXXX Ext*** for assistance
Sincerely,
*** ***
Plan Compliance Manager
Old Republic Home Protection

Initial Business Response /* (1000, 5, 2015/09/10) */
Dear Ms***,
Regarding Mr***'s request for reimbursement for the replacement of his thermostat; according to the letter you received from Mr***, he advised that the thermostat was mentioned in the inspection report
I presume the inspection report that he is referring to is the home inspection completed prior to the effective date of the PlanIf that is true, the Plan does not cover for pre-existing conditions, or for repairs completed without our prior authorizationPlease 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) Pre-existing conditions are not covered
For Service: place service requests online at www.orhp.com
or call us at X-XXX-XXX-XXXX
We accept service requests hours a day, days a year
We require you to contact us so we *** have the opportunity to select a Service Provider
We will not reimburse you for services performed without our prior authorization."
Please extend our apologies to Mr*** that 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 additional information he believes should be considered, please advise him to forward it to me for review
Sincerely,
*** ***
Plan Compliance Manager
Old Republic Home Protection
Initial Consumer Rebuttal /* (3000, 7, 2015/09/11) */
(The consumer indicated he/she DID NOT accept the response from the business.)
This is not a pre-existing condition there was a working thermometer it contains mercury according to compliance of California most homes with mercury thermometers are required to have these replaced it is true this was not a defective thermostat I could have kept the mercury one and bathing non-compliance therefore it was not a pre-existing condition thermostat was not broken
Final Business Response /* (4000, 9, 2015/09/14) */
Ms***,
Regarding replacement of the thermostat; my apologies to Mr*** if I understood incorrectly that the thermostat required replacement because it had failedHowever, the Plan covers for the wear failure of systems, appliance and covered components, and does not cover the replacement of covered items solely on the basis to comply with the State of California requirementsIf I'm understanding Mr*** correctly, because this was a mercury thermostat, he was required to replace it
Please refer Mr*** to page of the Plan under Limitations of Liability that states:
"General LimitationsThis plan does not cover:
ASystem or appliance repairs, replacements or upgrades required as a result of:
Any federal, state, or local regulations or ordinances; utility regulations;
building or zoning code
Please extend our apologies that the terms and conditions of the Plan do not provide coverage
Sincerely,
*** ***
Plan Compliance Manager
Old Republic Home Protection
Final Consumer Response /* (4200, 13, 2015/09/16) */
(The consumer indicated he/she DID NOT accept the response from the business.)
This is not what the customer service rep communicated to me when I called the insurance company she told me that I was covered for the replacement of the thermostat this was very clear and she gave me the email for which just submit my receipt which I did therefore I feel that this company is shirking their responsibilities and not reimbursing me for the replacement of the thermostat

The appliance repair companies that they contract with are inept at doing their job, which reflects very poorly on them The people we bought our house from bought a protection plan, and we were happy they had when the dishwasher was leaking within two weeks of us moving in A worker came out, looked at the unit and said we must be getting dish soap on the dishes before loading (which we weren't) because it looked to him as if it was working just fine - so there was our first $down the drain The dishwasher continued to leak intermittently, damaging our laminate floors, and then began making a strange sound A different technician came out and told us the motor had burned out, and that there was evidence of a previous leak because someone had put a drip pan down under the dishwasher (not us) Now, the first technician couldn't tell us that because he didn't even remove the paneling to look under the dishwasher So we shell out another $to this technician and he says he'll contact ORHW to get the process rolling with the repair/replacement Two weeks go buy, my check has been cashed, and this guy (and company - *** *** in Glendale CA) are AWOL - neither myself nor ORHW is able to get a hold of them and they never submitted a work order ORHW wants to send out a THIRD technician to my house so they can restart the process, and that we shouldn't be charged for it After back and forth on the phone with a rude customer service rep (***), we were hung up on after being told that sending out another technician sometime in the next month was the only solution they could offerFast forward to today, they are offering us $to replace the unit, after we've already paid $for these pointless "service calls" Basically that puts us with $to buy a new dishwasher, which is so laughable, it's insulting I would absolutely not recommend this company to ANYONE, you're better off replacing whatever breaks yourself and saving yourself the headache, since apparently you're going to have to pay for it anyways

Initial Business Response /* (1000, 5, 2014/06/17) */
MsThomas,
Please inform the Plan Holder to please provide me the property address or Plan number so I can review the file and respond to their letterI was unable to cross reference their Plan using the phone number or address
provided to the Revdex.com
Thank you
Sincerely,
*** ***
Claims Manager
Old Republic Home Protection
Initial Consumer Rebuttal /* (3000, 7, 2014/06/20) */
(The consumer indicated he/she DID NOT accept the response from the business.)
Property ad**ess is XXXXX *** ** *** palm desert ca XXXXX
Final Business Response /* (4000, 10, 2014/06/26) */
Ms*** ***
Revdex.com
Re: Plan XXXXXXXX
Dear Ms***,
Regarding the denial of coverage for the clothes washer; I have reviewed the file that indicates the Plan was ordered, paid, and became effective on June 10th, On June 12th, Old Republic Home Protection (ORHP) received a service request that the clothes washer was not operating properlyWhen we spoke with the tenants at the home, they informed us the clothes washer last worked on June 8th, and had not operated properly after 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."
The file also indicates the Plan Holder cancelled his Plan on June 13th, 2014, and a full refund was issued to his credit card on June 20th,
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
Sincerely,
*** ***
Claims Manager
Old Republic Home Protection

Initial Business Response /* (1000, 8, 2014/08/08) */
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
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 spoken with Ms*** and a reimbursement check for $was mailed to her on August 6th, In addition, the file indicates the $Trade Call Fee was waived by the Account Executive
If Ms*** has any questions, please inform 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, 2014/03/04) */
Ms*** ***
Revdex.com
Plan # XXXXXXXX
Dear Ms***,
Regarding Mr***'s request for the reimbursement of two Trade Call Fees; I have reviewed the file and on February 27th, 2014, Mr*** was contacted by us, and he was
informed the Trade Call Fee for the service request placed on February 5th for the ice dispenser will be refunded; the check will be mailed to him within the next ten business days
With regard to the Trade Call Fee paid for the service request placed on October 1st, 2013, Mr*** was informed by us since there was also a microwave oven that was repaired on that service request, in addition to the diagnosis of the ice dispenser, that we will be unable to honor his request for a refund of the Trade Call Fee
If Mr*** has any additional questions, please advise him to contact us at XXX-XXX-XXXX for assistance
Sincerely,
*** ***
Claims Manager
Old Republic Home Protection

Initial Business Response /* (1000, 5, 2014/06/09) */
Ms*** ***
Revdex.com
Re: Plan # XXXXXXXX
Dear Ms***,
Regarding the denial of coverage for the air conditioner; I have reviewed the file and my associate, Ms***, is following up to resolve this service request with the
Plan Holder, Mr***
According to the file, Mr*** is obtaining a diagnosis from an Independent Out-Of-Network Contractor regarding the cause of failure to the air conditioner, and will provide it to Ms*** for review
If Mr*** has any questions, please inform him to contact Ms*** at XXX-XXX-XXXX ext*** for assistance
Sincerely,
*** ***
Claims Manager
Old Republic Home Protection
Initial Consumer Rebuttal /* (3000, 7, 2014/06/12) */
(The consumer indicated he/she DID NOT accept the response from the business.)
The requested diagnostic has been submitted to ORHP
The cause of the failure has been determine twice by two different HVAC contractors (at our cost)The condenser is leaking at the refrigerant line which caused the coils to overheat
Regards,
*** ***
Final Business Response /* (4000, 9, 2014/06/13) */
Ms***,
Please inform Mr*** that my assocaite, Ms***, left him a message yesterday to discuss his service requestShe can be reached at XXX-XXX-XXXX ext *** for assistance
Sincerely,
*** ***
Claism Manager
Old Republic Home Proteftion
Final Consumer Response /* (4200, 11, 2014/06/18) */
(The consumer indicated he/she DID NOT accept the response from the business.)
Ms***,
Please inform Old Republic *** *** (his typo not mine) that *** is not the direct connection to Ms *** and that I was transferred times before getting Ms*** voice mailShe continues to avoid calling people back even after I left a detailed messageShe claims having not knowledge of any claim and continues to come up with excuses about lack of communicationClaiming incorrect phone numbers, misunderstandings, and not calling people backOn numerous occasions me, my wife, HVAC personnel, and agent have called and have been returned calls that have never come
*** continues to change her story claiming ORHP never rejected the claim, but I have letter from ORHP that says they has been rejected and to contest the rejection to call
I will say we finally got connected with a person other than Ms *** *** with good customer service skills as we refused to get off the phone until they connected our HVAC person on the call and still ORHP delays making a decisionClaiming the need for more information
It is obvious that the culture of ORHP is to delay and reject until people give upWe are not giving upEthical business practices are the key to good customer service and company successes
*** ***
Old Republic Customer

*** ***
Revdex.com
size=3>
Re: Plan ***
Dear *** ***,
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 *** *** 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, on September 6, 2016, my associate, *** ***, spoke with *** ***, and will follow up to ensure the service request is resolved in a timely mannerIf *** *** has any questions, please advise him to contact *** *** at *** *** *** for assistance.
ORHP appreciates *** *** 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