Old Republic Home Protection Company, Inc.

Initial Business Response /* (1000, 5, 2015/07/20) */
Ms*** ***
Revdex.com
Re: Plan XXXXXXXX
Dear Ms***,
Regarding the service request for the salt water cell; I reviewed the file that indicates the Plan took effect on *** 4, 2015, and the service request for the salt water
system was placed on *** 11,
On June 25, 2015, my associate, Mr*** spoke with Mrs***, and she informed him that when they moved in on *** 4th, the swimming pool was discolored and the salt water system was not operating properly
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."
Although the Trade Call Fee (TCF) is due whether service is covered or denied, strictly as a matter of goodwill, Old Republic Home Protection (ORHP) has agreed to honor Mr***'s request to waive the TCF, and the TCF refund will be mailed to him within the next ten business days
Please extend our sincere apology 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*** still wishes to cancel his Plan, please advise him 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
Sincerely,
*** ***
Claims Manager
Old Republic Home Protection
Initial Consumer Rebuttal /* (3000, 7, 2015/07/21) */
(The consumer indicated he/she DID NOT accept the response from the business.)
Mr*** account of the chain of events is incorrect
We closed on our home on 5/4/An inspection of the home indicates the pool was in proper working condition
We emoloyed a weekly pool serveice and confirmed that everthing was in proper working condition
During a visit on *** 11th, it was deyermined the salt cell was inoperable
The pool was not discoloredThe technician told my wife that it "could turn green", and asked if she wanted him to fix it? She told him that we obviously wanted it fixed, but she would need to check with me
That is when she contacted ORHPORHP arranged for a technician to come to our homeBy coincedence, the tech ORHP called abouth the smae time our pool tech contacted my wife
Obviously there was a miscommuncation and the salt cell was replced
We immdiateley contacted ORHP and were told this was ot an issue and was instructed to submit the reciptWe did, just as instructed, and never heard anything back until my wife called in on 6/25/
If ORHP is not going to honor it's warranty then they should refund me the entire amount
We did call and requset this, but were told we would recive a pro-rated refund for any protion not used, we tried using the warranty, ORHP did nothing, not even a phone call
If they would like to discuss it furthur I can be reached at XXX-XXX-XXXX
Final Business Response /* (4000, 9, 2015/07/22) */
Dear Ms***,
Regarding the service request for the salt water equipment; based on the information provided by Mr***, although the Plan does not cover for reimbursement, as a gesture of goodwill, please advise him to provide me a copy of the home inspection that references the pool equipment, along with a brief diagnosis/statement from his pool technician regarding the salt water system, for my review
Please advise him to mail it to my attention at:
Old Republic Home Protection
P.OBox
San Ramon, CA XXXXX
Sincerely,
*** ***
Claims Manager
Old Republic Home Protection
Final Consumer Response /* (4200, 16, 2015/08/17) */
I did as the company asked and mailed them the home inspection and receipt for the salt cellNo responseJust like I origianlly stated, they do not do what they say they will do

Initial Business Response /* (1000, 5, 2014/08/08) */
Ms*** ***
Revdex.com
Re: Plan # XXXXXXXX
Dear Ms***,
Regarding the denial of coverage for the electrical system, and Ms***'s request to waive the Trade Call Fee; please refer Ms*** 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, Old Republic Home Protection will agree, strictly as a matter of goodwill, to honor Ms***'s request and waive the Trade Call Fee
Please inform Ms*** if she has any questions to please contact us at XXX-XXX-XXXX for assistance
Sincerley,
*** ***
Claims Manager
Old Republic Home Protection

Initial Business Response /* (1000, 5, 2014/08/08) */
Ms***
Revdex.com
Re: Plan XXXXXXXX
Dear Ms***,
Regarding the service request for the dishwasher, and the non-covered costs for the air conditioner equipment replacement; I have reviewed the file that indicates Ms***
contacted us on August 6th, 2014, to place a service request for her dishwasherHowever, the Plan expired on June 24th, 2014, and the last time we serviced the dishwasher was on June 11th, Since the request for service is beyond the day guarantee period provided by the Plan, service was denied
Please refer to page of the Plan titled When You Need Us that states:
"Service work is guaranteed for days."
With regard to the non-covered costs for the replacement of the air conditioner; according to the file, on June 5th, 2014, we spoke with the other owner of the property, Mr*** and he agreed to pay the $of non-covered costs that were necessary to complete the installation of the new equipment
Please extend our apologies to Ms*** that the terms and conditions of the Plan do not provided coverage in these situationsWhile 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 Consumer Rebuttal /* (3000, 7, 2014/08/12) */
(The consumer indicated he/she DID NOT accept the response from the business.)
"With regard to the non-covered costs for the replacement of the air conditioner; according to the file, on June 5th, 2014, we spoke with the other owner of the property, Mr*** and he agreed to pay the $of non-covered costs that were necessary to complete the installation of the new equipment." This is untrue...Neither myself or Mr *** were aware of the $in uncovered charges until after the AC repairman asked for them after completing the workAt which time he told us if we didn't pay they would remove our entire Air conditioner unitI then called my husband who was in school at the timeHe had to get out of class and call Old RepublicHe told them on a recorded line that he had never been informed of the "uncovered charges" He was told there was nothing that they could do that he had to pay that amount or they would remove the unitMy husband then had to call the Air conditioner repair company and make a payment arrangement for the money that we were not expecting to payI would like to hear the recorded conversation in which myself or *** allegedly agreed to pay the additional costs before the air conditioner unit was installedAs I had mentioned previouslyAll we were told we would need to pay was the $deductibleI greatly appreciate your help looking into this matterSincerely *** ***
Final Business Response /* (4000, 9, 2014/08/18) */
Dear Ms***,
Please extend our sincere apology to Ms*** for the circumstances related in her letter
With regard to recorded conversations; calls are randomly recorded for training purposes only, and unfortunately the phone call with Mr*** was not recorded
We apologize the terms and conditions of the Plan do not provide coverage for the non-covered costs, necessary to install Ms***'s air conditionerWhile 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
Due to the apparent misunderstanding with regard to coverage, ORHP has agreed as a matter of goodwill, to refund the $Trade Call FeeMs*** will be mailed a check for $within the next ten business days
If Ms*** has any questions, please inform her to contact us at XXX-XXX-XXXX for assistance
Sincerely,
*** ***
Claims Manager
Old Republic Home Protection
Final Consumer Response /* (4200, 11, 2014/08/20) */
(The consumer indicated he/she DID NOT accept the response from the business.)
I would appreciate if the company could at least meet me with half of the charges due to the fact it was an unforeseen expense that we were not prepared or informed of having to payI do not feel that I am requesting an unreasonable resolution to put this matter behind usI appreciate your attempt to finding a resolution to this matter and look forward to your understanding and correspondence
Sincerely,
*** ***

Initial Business Response /* (1000, 5, 2014/07/24) */
Ms***
Revdex.com
Re: Plan XXXXXXXX
Dear Ms***,
Regarding the request from Mrand Mrs*** for reimbursement for repairs to their air conditioner, electrical system, and refrigerator; I have reviewed the file and
confirmed they did not place a request for service for these items
Please refer to page of the Plan titled When You Need Us that states:
"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 may have the opportunity to select a Service Provider
* We will not reimburse you for services performed without our prior authorization."
If Mror Mrs*** has any questions or the need to place a service request, please advise them to contact us for assistance
Sincerely,
*** ***
Claims Manager
Old Republic Home Protection
Initial Consumer Rebuttal /* (3000, 7, 2014/07/28) */
(The consumer indicated he/she DID NOT accept the response from the business.)
I do not accept their response because Old Republic did not try and contact me or research where I called and explained our issue

Initial Business Response /* (1000, 5, 2015/06/09) */
Ms***,
Please advise Ms*** to provide me her address and Plan number, and I will review her file and respond
thank you
*** ***
Claims Manager
Old Republic Home Protection
Initial Consumer Rebuttal
/* (2000, 7, 2015/06/10) */
(The consumer indicated he/she ACCEPTED the response from the business.)

*** ***
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

Initial Business Response /* (1000, 5, 2014/10/09) */
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
Please inform Mr*** that ORHP has agreed to honor his request, and his $Trade Call Fee will be refunded within the next ten business days
We apologize for the delay providing service, and 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 industryIf Mr*** still wishes to cancel his Plan, please instruct him 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 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, 2014/10/10) */
(The consumer indicated he/she ACCEPTED the response from the business.)
We accept the terms and will follow the instructions for termination as providedWe understand there are limitations to any insurance policy, but any limitations should be clearly stated and not falsely advertised overFor example: repair of range stove and major components (except door handles, feet, knobs, or any other part most likely to break and create an unsafe condition for user, pets, or children.)

Initial Business Response /* (1000, 5, 2015/12/14) */
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***'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
I have reviewed the file and since the delivery company has taken delivery of the clothes washer from the manufacturer, Whirlpool, there is a $re-stocking fee charged by Whirlpool to return the unitHowever, as result of the circumstances that occurred, and strictly as a matter of goodwill, ORHP has agreed to honor your Ms***'s request, and waive the re-stocking fee if she prefers accepting the cash settlement
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,
*** ***
Plan Compliance Manager
Old Republic Home Protection
Initial Consumer Rebuttal /* (3000, 7, 2015/12/26) */
(The consumer indicated he/she DID NOT accept the response from the business.)
I was promised to be cashed out completely for the washing machine and told that I will receive a check this past weekNo check as of yet
Final Business Response /* (4000, 9, 2015/12/28) */
Ms***,
Please inform Ms*** that the check was mailed to her on December 23,
Sincerely,
*** ***
Plan Compliance Manager
Final Consumer Response /* (2000, 11, 2016/01/04) */
(The consumer indicated he/she ACCEPTED the response from the business.)

Initial Business Response /* (1000, 5, 2014/12/03) */
Ms*** ***
Revdex.com
Re: Plan XXXXXXXX
Dear Ms***,
Regarding the service request placed for the electrical wiring on 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***'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
Please inform Mr*** to provide me a copy of the diagnosis and repair invoice from Can Can Electric 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 Consumer Rebuttal /* (3000, 7, 2014/12/05) */
Hello Ms***, thank you for your fast response
Mr*** *** in his reply to you is asking for a copy of the diagnosis and invoice of repairsI should have those things in my possession Friday the 5th of December
My question is...Do I send those two items to you or do I send them to *** *** You have presented your fax number on your email to me but I do not have a fax number for *** Vistali or a precise mailing address for himThank you, *** ***
Final Business Response /* (4000, 9, 2014/12/08) */
Dear Ms***,
Please inform Mr*** to fax the invoice to my attention at XXX-XXX-XXXX, or mail the invoice to my attention to:
Old Republic Home Protection
* *** Ln
*** *** CA XXXXX
Attn: *** ***
Sincerely,
*** ***
Claims Manager
Old Republic Home Protection
Final Consumer Response /* (4200, 11, 2014/12/09) */
(The consumer indicated he/she DID NOT accept the response from the business.)
We are still in the stage of my sending information to Mr*** ***Therefore no proposal has been made

Initial Business Response /* (1000, 5, 2015/02/23) */
Dear Ms***,
I have attempted to locate Ms***'s file for review, and I am unable to locate a Plan in our system for Ms*** using the contact information provided in the Revdex.com letterPlease inform Ms
*** to provide me her Plan number and/or Plan property address, and I will review her concerns
Sincerely,
*** ***
Claims Manager
Old Republic Home Protection

Initial Business Response /* (1000, 5, 2014/09/05) */
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***'s letter
I have reviewed the file and ORHP has agreed, as a gesture of goodwill, to reimburse
Mr*** the $balance for the repair of his air conditioner completed by his Out-Of-Network ContractorA check for $will be mailed to him within the enxt ten business days
If Mr*** has any questions, please inform him to contact us at XXX-XXX-XXXX for assistance
Best regards,
*** ***
Claims Manager
Old Republic Home Protection
Initial Consumer Rebuttal /* (2000, 7, 2014/09/08) */
(The consumer indicated he/she ACCEPTED the response from the business.)
We hesitantly accept under the conditions that OR issue the above mentioned sumThat sum plus the sum of $already issued will almost cover the cost of repairs less the $dollar service feeWe will not renew our insurance coverage offered by Old Republic and hope that any other claimants with like claims are made whole and treated with fairnessIt is our opinion that Old Republic is not a reputable business and consumers should be warned as such

Initial Business Response /* (1000, 5, 2015/11/18) */
Ms*** ***
Revdex.com
Re: Plan XXXXXXXX
Dear Ms***,
Regarding the service request for the air conditioner, and the decision to repair and not replace the air conditioner; I have reviewed the file that indicated on June 28,
2015, the Independent Network Service Provider (INSP) diagnosed the compressor capacitor on the air conditioner had failed and required replacementBased on the INSP's diagnosis, the repair was authorized, and the air conditioner was operating as designed
According to the file, no further request for service to the air conditioner was received by Old Republic Home Protection (ORHP) prior to the expiration of the Plan on August 22,
Please refer to page of the Plan that states:
"We have the sole right to determine whether a covered system, appliance or component will
be repaired or replaced."
Please extend our apologies to Mr*** if he believes the Plan did not provide the service he expectedWhile 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,
*** ***
Plan Compliance Manager
Old Republic Home Protection
Initial Consumer Rebuttal /* (3000, 7, 2015/11/27) */
(The consumer indicated he/she DID NOT accept the response from the business.)
This is not acceptableThe last services completed with ORHP was on 6/9/and 6/10/The description of the work performed was due to unit not cooling and leak was found on low portThe contractor was unable to remove valve stemThey installed tee fitting and charged unitThey also replaced burnt service disconnectThis was not the first time this problem occurred which occurred in the beginning of the warranty contractIt wasn't repaired right the first time and it will always be a problem unless replacedHow did they determine it was repairable when it's a reoccurring problem?
Final Business Response /* (4000, 9, 2015/12/01) */
Dear Ms***,
Regarding the repair of the air conditioner; please advise Ms*** that Old Republic Home Protection relies on the diagnosis and recommendation of the Independent Network Service Provider (INSP) to determine the cause of failure and if a system can be repairedThat would apply to a first time occurrence or a reoccurring problemThe INSP is the service repair experts, and ORHP applies coverage in accordance with the diagnosis we receive
Sincerely,
*** ***
Plan Compliance Manager
Old Republic Home Protection

Initial Business Response /* (1000, 5, 2014/03/13) */
Ms*** ***
Revdex.com
Re: Plan # XXXXXXXX
*** ***
Dear Ms***,
Regarding the denial of coverage for the furnace service request placed February 16, 2014;
I have reviewed the file that indicates the
independent network Service Provider dispatched by
Old Republic Home Protection (ORHP) diagnosed and found multiple failures with the furnace
Based on the effective date of the Plan, February 3, 2014, the technician did not believe the
furnace was 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, and
C) Have become inoperable due to wear and use, rust, corrosion, and
chemical or sediment buiafter the effective date of coverage
Pre-existing conditions are not covered."
Per Mr***'s request on March 4th, 2014, the Plan cancellation was processed in accordance with the terms and conditions of the Plan:
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
the bases
Texas Residents: You may cancel this Plan at any time for any reasonIf Plan is cancelled after the initial seven day cancellation period, the homeowner shall be entitled to a pro rata refund of the paid Plan fee for the unexpired term less service cost and a $administrative cost incurred by us
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 additional 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, 2015/09/02) */
Ms*** ***
Revdex.com
Re: Plan XXXXXXXX
Dear Ms***,
Regarding the denial of coverage for the air conditioner service request; I have reviewed the file that indicates the Optional HVAC Coverage for Home Seller (which includes
the air conditioner) was ordered for the Plan on ***, 21, 2015; however, the home inspection completed on *** 13, had already noted that the air conditioner was not cooling properly
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."
If Mr*** has any questions, please advise him to contact me at XXX-XXX-XXXX Ext***
Sincerely,
*** ***
Plan Compliance Manager
Old Republic Home Protection
Initial Consumer Rebuttal /* (3000, 7, 2015/09/03) */
(The consumer indicated he/she DID NOT accept the response from the business.)
My experience with Old Republic: every time you talk to them they give you a new excuseThis is news to me as no one has said this to me or my realtor beforeThis is not mentioned in their denial letter to me as wellThis is not sure as I just pulled out an email from Old Republic, email is dated 05/06/and is a confirmation of the plan and includes a plan numberI be happy to forward it to Old Republic or Revdex.com if you need itSo the plan was active before we found out that AC was not working properlyTheir response that plan was not active when we found this issue is totally falseOnce again its Old Republic's responsibility to make sure system is working properly before you issue a warranty but all you get is excuses from them which by the way change as you go alongI would like this to be posted online on Revdex.com website so other potential customers can see their dishonesty and poor customer serviceThey need to honor my claim and settle this by paying the amount mentioned in my complaint
Final Consumer Response /* (3000, 13, 2015/09/11) */
***,
Here is a forwarded email from my realtor (***) showing a confirmation from Old Republic that plan became effective as of 05/06/
*** ***
________________________________________
From: ***@hotmail.com
To: ***@remax.net
Subject: RE: ***
Date: Wed, *** 19:19:-
Got it, can you also send me copy of our agreement with you
Thanks
________________________________________
Date: Wed, *** 15:42:-
Subject: Fwd: ***
From: ***@remax.net
To: ***@hotmail.com
Here is your copy of the Old Republic Home WarrantyNo action needed - just for your files & future use
***
Forwarded message
From: Old Republic Home Protection
Date: Wed, *** 6, at 2:PM
Subject: ***
To: ***
Thank you for choosing Old Republic Home Protection for your home warranty needsFor your convenience, we have attached a PDF file of your Plan to this e-mailWe appreciate your business and look forward to serving you and your clients
Order Confirmation
Old Republic Home Protection Company, Inc
*** XXXXX-XXXX
Phone: (XXX) XXX-XXXX Fax: (XXX) XXX-XXXX
Plan Number XX-XXX-XXX
Initiating Agent
(Listing Agent) ***
RE/MAX STATELINE REALTORS
XXXXX ***
*** XXXXX-XXXX
(XXX) XXX-XXXX
Covered Property ***
*** XXXXX-XXXX
County: ***
Year Built:
Property Type: Single-Family Dwelling under 5,SqFt
Coverage Standard Seller/Buyer Plan - No Admin Fee Paid
Optional Coverage Sellers Coverage
Sellers Heating & A/C included
________________________________________ ________________________________________
Total $
Closing Officer/Attorney *** ***
*** XXXXX-XXXX
(XXX) XXX-XXXX
File Number: not assigned
Closing Date: unknown
Home Seller *** ***
XXXXX *** XXXXX-XXXX
Trade Call Fee $
Ordered by ***
RE/MAX STATELINE REALTORS
XXXXX *** XXXXX-XXXX
(XXX) XXX-XXXX
Thank you for choosing Old Republic Home Protection
* All telephone calls on Old Republic Home Protection's telephone systems *** be subject to periodic unannounced monitoring and recording by the Company
Final Business Response /* (4000, 15, 2015/09/14) */
Ms***,
Mr*** provided me the necessary information I needed to complete my review, and I have advised him a check for reimbursement for the air conditioner repair will be mailed to him within the next ten business days
Sincerely,
*** ***
Plan Compliance Manager
Old Republic Home Protection

Initial Business Response /* (1000, 5, 2014/12/23) */
Ms*** ***
Revdex.com
Re: Plan # XXXXXXXX
Dear Ms***,
Regarding the service request for the heating system; 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 based on the circumstances that occurred, ORHP has agreed to honor Ms***'s to waive the $Trade Call Fee
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 /* (2000, 7, 2014/12/26) */
(The consumer indicated he/she ACCEPTED the response from the business.)

Initial Business Response /* (1000, 5, 2014/06/25) */
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 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 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
I have reviewed the file, and my associate, Mr*** will contact Mr*** today to discuss a resolution for his service request
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, 2014/06/26) */
(The consumer indicated he/she DID NOT accept the response from the business.)
They gave me a phone number of company that never answer how its going to be resolve every day is damaging the roof
Final Business Response /* (4000, 9, 2014/06/30) */
Ms***,
Please inform Mr*** that according to his file, the repair was compelted on June 27thIf he has any additional questions, please advise him to contact my associate, Ms*** at XXX-XXX-XXXX ext *** for assistance
Sincerely,
*** ***
Claims Manager
Old Republic Home Protection
Final Consumer Response /* (2000, 11, 2014/07/03) */
(The consumer indicated he/she ACCEPTED the response from the business.)
Consumer Response /* (3000, 17, 2014/07/14) */
They replace the cooler asked me to pay $to there sub contractor which I paid however I have received another bill $from Old republic I dont understand if I am already paying extra $why I have to pay extra $It should be done only $for service fee
Business Response /* (4000, 19, 2014/07/15) */
Ms***,
Regarding the $non-covered cost Mr*** paid for the installation of his air conditioner; I have reviewed the file and the cost for a crane rental ($225) to place the equipment on the roof is not covered by the Plan
Please refer to Plan under the Air Conditioner /Cooler coverage that states:
"Not Covered: use of cranes or other lifting equipment to repair or replace units/system components."
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 questions, please advise him to contact us at XXX-XXX-XXXX for assistance
Sincerely,
*** ***
Claims Manager
Old Republic Home Protection
Consumer Response /* (3000, 23, 2014/07/16) */
(The consumer indicated he/she DID NOT accept the response from the business.)
When I call to contractor with he never mentioned me about the crane I left a massage to send me the modification work he never reply my call
Business Response /* (4000, 25, 2014/07/17) */
Ms***,
I reviewed the file, and the Call Center Supervisor, Ms*** spoke with Mr*** on June 25th at 11:am, and informed him of the $non-covered charge for the crane; the file indicates Mr*** agreed to pay the non-covered costs
If he has any questions regarding this conversation, please inform him to contact MsGwin at XXX-XXX-XXXX ext *** for assistance
Sincerely,
*** ***
Claims Manager
Consumer Response /* (4200, 29, 2014/07/21) */
(The consumer indicated he/she DID NOT accept the response from the business.)
As I asked old republic what was done they told me call the vendor I called left massage regarding the work
He never call me me back for detail info
When I called old republican repressive told me it's some modification work done while they installing new coller like roof patching I asked for paper work which I never receive so far and no one told me about crane I found from Revdex.com complaint

Initial Business Response /* (1000, 5, 2014/11/05) */
Ms*** ***
Revdex.com
Re: Plan # XXXXXXXX
Dear Ms***,
Regarding the heating and air conditioning (HVAC) system in Mr***'s home; please inform Mr*** if he has a mechanical malfunction with the HVAC system that
requires a diagnosis by an Independent Network Service Provider, to please contact us at XXX-XXX-XXXX for assistance
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:
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)Systems or
appliances located on the exterior or outside of the home (including porch, patio,
etc.) are not covered with the exception of covered items marked with a ,
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
If Mr*** places a service request, Old Republic Home Protection will dispatch an Independent Network Service Provider, and they will contact us with their diagnosis; coverage will be applied in accordance with the terms and conditions of the Plan
If Mr*** has any questions, please inform him to contact me at his convenience
Best regards,
*** ***
Claims Manager
Old Republic Home Protection

Initial Business Response /* (1000, 5, 2015/05/11) */
Ms*** ***
Revdex.com
Re: Plan # XXXXXXXX
Dear Ms***,
Regarding the replacement of the pool motor; 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
We have spoken with Mr*** at Advantage Manufacturing (the company that rebuilt the pool motor), and he advised us that the motor is under a year warranty, and they need a copy of the purchase receipt or the receipt number to confirm the purchase; then they can provide a replacement motorI have left a message for the owner of Leasure Time Waters to obtain this informationIn addition, I have left a message for Ms***'s to confirm if the motor is still with the pool equipment, or if she already had it replaced
Please advise Ms*** to contact me at XXX-XXX-XXXX ext ***
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, 2015/05/12) */
(The consumer indicated he/she DID NOT accept the response from the business.)
When I spoke with Old Republic, Leisure Time Water and Advantage Manufacturing and they all denied us any assistanceWe had the motor replaced due to concerns for the damage being done to our plaster
I am seeking the $we paid for our home warranty to be refunded
Final Business Response /* (4000, 9, 2015/05/13) */
Dear Ms***,
Please advise Ms*** that her Plan expired on September 14, 2014, and as a gesture of goodwill, Old Republic Home Protection has attempted to assist her with resolving this matter with the Independent Service Provider, Leasure Time Waters, and Advantage ManufacturingSince the Plan has expired, there is no refund of the Plan fee available
When I spoke with *** at Advantage Manufacturing, he assured me the motor installed by Leasure Time Waters was under a year warrantyMr.*** can be reached at XXX-XXX-XXXX ext if Ms*** would like to contact him
If there is any further assistance I can provide Ms***, should she wish to pursue this matter with Leasure Time Waters, or Advantage Manufacturing, please advise her to contact me at her convenience
*** ***
Claims Manager
Old Republic Home Protection
Final Consumer Response /* (4200, 13, 2015/05/21) */
(The consumer indicated he/she DID NOT accept the response from the business.)
Old Republic did not attempt to assist us with resolving this matterAfter weeks of asking for assitance we were told there was nothing they would doWe had to pay an outside provider to replace our motorWe are requesting a refund of our premium

Run away as fast as you can from Old Republic Home ProtectionOur relator told us that we were covered for an entire year on anything that went wrong, we even bought extra protection for our pool pumpHe said the sales person told him no matter what goes wrong it is covered, just sit back and enjoy your homeOur first week in our home, the washing machine went outMy wife had done a load or two and then the electronics went outI called them to submit a claim and they asked if I had tested the machine prior to purchaseI said noThey asked if I personally had used the machine? I said no, but my wife had used itThey denied the claim because I had not personally inspected the machine prior to purchaseI called my relator who said he was told that all appliances were covered and could not believe what they were telling meWe called them back to tell them it was working just yesterday and now it is not, but they said the original call from me said I did not inspect the machine so they would not cover itTo add insult to injury, I just got a bill from them for a "Trade Call Fee" because they made one phone call to a service companyThey said they would call someone since we didn't know anyone$for a phone callMy plan number is ***If inspection is such a big deal, why don't they send an inspector out to validate, they are the ones giving the warranty
To date I have not been sent a copy of my home warranty to see exactly what it says about any coverageDo Not Purchase anything from this company, even if your relator says they are good Total Scam

Initial Business Response /* (1000, 5, 2014/08/28) */
*** ***
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
As a result of the circumstances that occurred, and strictly as a matter of goodwill, ORHP has agreed to honor the request to waive the Trade Call Fee
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
Phone: XXX-XXX-XXXX x ***
***@orhp.com
Initial Consumer Rebuttal /* (2000, 7, 2014/08/29) */
(The consumer indicated he/she ACCEPTED the response from the business.)
I appreciate that you have waived the feeI believe there has been a decline in service since I initially became a customer a few years agoOne of the reasons is that in St***, *** there has never been any technicians in my area and I always had to find my own, call in for work order approvals, send in receiptsThen when the amount dropped from $, to and work that was over $I had to have the repair person I found call in, it became even more annoyingI feel as if I was doing more work than Old RepublicAlso now it seems that the Company try's to make things last even when the machine is not operating efficiently, which as far as A/C units go it is more costly on the electric billAlso some departments will say I can't pay with certain credit cards where others will accept credit cards such as American ExpressAlso, some personnel will give discounts for being referred by Real Estate agents where other personnel say that is no longer allowedAlso, I was told I had to send in a written cancelation letterI wanted to cancel over the phoneThis process seems to be in the company's better interest, instead of the customers, especially in situations with customers who are very busy like myself and don't have time to write out a letter, and mail to different departments which may even say they didn't get the letterI didn't have to sign a letter to start the contract and mail it in