Old Republic Home Protection Company, Inc.

Initial Business Response /* (1000, 5, 2014/09/22) */
Ms*** ***
Revdex.com
Re: Plan # XXXXXXXX
Dear Ms***,
Regarding the service request for the pool filter; on behalf of Old Republic Home Protection (ORHP) and its employees, please extend our sincere apologies for the
circumstances outlined in Mr***'s letter
ORHP, like other home warranty companies, uses Independent Network Service Providers to service our Plan HoldersAlthough efforts are made to dispatch qualified Service Providers that can provide quality service, occasionally circumstances occur that are unacceptable to ORHP and our Plan Holder
I assure you, ORHP employees value the trust each of our Plan Holders place in us to resolve their service request in a timely and professional manner and when this does not occur, steps are taken to review what went wrong and implement improvement
Based on the information Mr*** provided, I have taken personal responsibility to address the issues outlined with the Service Provider and individuals involved, ensuring they understand the result of their actions and comments
I have spoken with Mr***, and based on our conversation, he does not wish to cancel his Plan at this time
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, 2014/09/23) */
(The consumer indicated he/she ACCEPTED the response from the business.)
A fair adjustment will be made on the statement

Initial Business Response /* (1000, 5, 2015/09/04) */
Ms*** ***
Revdex.com
Re: Plan XXXXXXXX
Dear Ms***,
Regarding the amount provided as cash settlement for two ceiling fans, and the request to waive the Trade Call Fee (TCF); I have reviewed the file and the technician from
Midsouth Electric diagnosed that two ceiling fans in the home were not repairable and had to be replacedIn lieu of replacing the ceiling fans in accordance with the terms of coverage, Ms*** requested a cash settlementThe cash settlement represents our cost to replace two ceiling fansAccording to the file, the cash settlement of $has been processed and will be mailed within the next ten business days
With regard to the request to waive the TCF; the TCF is due for each dispatched service request
Please refer to page of the Plan that states:
"We reserve the right to provide CASH IN LIEU of repair or replacement in the amount of our
actual costPayment will be provided based on our negotiated rates with our Service Provider
and/or Supplier network, which *** be less than retail
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.)."
If Ms*** has any questions, please advise her to contact me at XXX-XXX-XXXX Ext
Sincerely,
*** ***
Plan Compliance Manager
Old Republic Home Protection
Initial Consumer Rebuttal /* (3000, 7, 2015/09/07) */
(The consumer indicated he/she DID NOT accept the response from the business.)
I understand that there is $trade call fee as I am not illiterateI read that from the policy documentationMy request was to be refunded for the $trade fee due to the fact that their representative *** *** calling me and leaving a voicemail ( which I have recorded & saved for legal purposes), saying that he made a mistake he was changing the trade call fee to $& that I would now receive $That process in which he had this mysterious finding & incorrectly relayed info to me has caused me to incur an asthma exacerbation As I stated before it's extremely stuffy in here without those fansI was due to receive payout this week & now I have no fans & have suffered an unnecessary medical exacerbationI am requesting refund of trade fee of $Again I would like refund of $due to misinformation from Seam *** from your company
Final Business Response /* (4000, 18, 2015/09/18) */
Dear Ms***,
Regarding the cash settlement for the ceiling fans; according to the file, the total cost of the repair, including the diagnostic fee from the electrician, was $340, and in accordance with the Plan, the Plan Holder is responsible to pay a $Trade Call Fee (TCF)
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."
Had Ms*** agreed to allow the fans to be installed, she would have been responsible to pay the $TCFHowever, Ms*** requested a cash settlement, so the electrician billed Old Republic Home Protection $for the diagnosis of the fans, and since the diagnosis fee is part of the overall costs to complete the repair, Ms*** should have been mailed a check for $Due to a clerical error, only $was deducted from the total cost of the repair, and she was mailed $280; we are not requesting she mail us the overage paid
Since Ms*** did not pay the $TCF at the time of service, as is required in accordance with the Plan, she would have been invoiced for the TCFHowever, ORHP honored Ms***'s request as a gesture of goodwill, to waive the $TCFMs***'s Plan file has been updated and the $TCF has been waived
Please extend our sincere apologies for any misunderstanding that *** have taken place as the result of this service request
Sincerely,
*** ***
Plan Compliance Manager
Old Republic Home Protection
Final Consumer Response /* (4200, 22, 2015/09/22) */
(The consumer indicated he/she DID NOT accept the response from the business.)
The clerical error has absolutely nothing to do with the issue hereThe issue is that the fee was to be waived resulting in me receiving the $for each fanTotaling $due to meWhat Mr*** did in this instance was he states that he waived the $fee but charged me for something else ( which equalled the $60) so that he could give me his original pay out quote of $(which is $-60) only a blind person couldn't see thatHe claimed removal/waiving of the fee to appease me & Revdex.com, but continued to find a way to payout only the $That's not how you do businessYou don't waive a fee or remove a fee for your companies fault ones or your words "clerical error" then pack another fee on that was not initially in the paper work at all to satisfy your greed and get over on customersThe company still right full owes me $If you said the payout was for two fans $170!each & the fee is waived I should've received $NOT you find a mysterious fee of the same value as my complaint to avoid remitting payment

Initial Business Response /* (1000, 5, 2015/06/26) */
Ms*** ***
Revdex.com
Re: Plan XXXXXXXX
Dear Ms***,
Regarding the denial of coverage for the pool equipment; I have reviewed the file that indicates the Standard Plan took effect on June 8, 2015; no optional coverage was
ordered or purchasedOn June 22, 2015, Ms*** called Old Republic Home Protection and added the pool equipment optionOn June 23, 2015, Ms*** placed a request for service for her pool filter and pool heater, and indicated she was aware of problems with the pool equipment prior to her adding the coverage
Please refer to page of the Plan that states:
"Pre-existing conditions are not covered."
If Ms*** has any questions regarding coverage, please advise her to contact me at XXX-XXX-XXXX ext
Sincerely,
*** ***
Claims Manager
Old Republic Home Protection
Initial Consumer Rebuttal /* (3000, 7, 2015/07/07) */
(The consumer indicated he/she DID NOT accept the response from the business.)
Clearly you need to talk to your accounting deptYes, there was pool coverage in place on June 8th
Final Business Response /* (4000, 15, 2015/07/16) */
Dear Ms***,
Please advise Ms*** the check was mailed on July 8, to her home addressIf she still has not received the check, please advise her to contact our Accounting Department at
XXX-XXX-XXXX for assistance
Sincerely,
*** ***
Claims Manager
Old Republic Home Protection
Final Consumer Response /* (2000, 17, 2015/07/17) */
(The consumer indicated he/she ACCEPTED the response from the business.)
I received the check

Initial Business Response /* (1000, 5, 2014/11/18) */
Ms*** ***
Revdex.com
Plan # XXXXXXXX
Dear Ms***,
Regarding the service request for the water heater, and Ms***'s request to waive the Trade Call Fee; I have reviewed the file that indicates the Independent Network
Service Provider, Drainco Plumbing Company, diagnosed the water heater did not fail from wear, and the water heater appeared to have been damaged when it was relocated in the home
With regard to Ms***'s request to waive the Trade Call Fee; the Trade Call Fee is due whether the service request is covered or denied
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:
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."
"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, strictly as a matter of goodwill, Old Republic Home Protection has agreed to waive the $Trade Call Fee
If Ms*** has any questions, please inform her to contact us at XXX-XXX-XXXX for assistance
Sincerely,
*** ***
Claims Manager
Old Republic Home Protection
Initial Consumer Rebuttal /* (2000, 7, 2014/11/19) */
(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; I have reviewed the file and the following is a brief summary of the service request
04/11/16 Plan effective
08/17/16 Service request: air conditioner blows warm air
Dispatched: Jim Morris and Sons
08/18/16 Old Republic Home Protection (ORHP) received a call from the Plan Holder and she requested to use an Out-Of-Network Contractor (OONC)
Dispatched: The Plan Holder was advised in order for us to confirm coverage or consider reimbursement for covered services, the OONC must, prior to any services being rendered, call our Authorization Department with the diagnosis and dollar amount of services required
Please refer to page of the Plan that states:
“When we request or authorize you to obtain an INDEPENDENT OUT-OF-NETWORK
CONTRACTOR to perform diagnosis and/or service: 1) The Contractor must be qualified,
licensed, and insured, and charge fair and reasonable rates for parts and service2) Once
the technician is at the home, and prior to any services being rendered, you must call our
Authorization Department with the technician’s diagnosis and dollar amount of services
requiredCovered repairs or replacements will be authorized if work can be completed at
an agreed upon rate3) We will provide an Authorization Number for the covered services
and dollar amount that we have authorizedFailure to contact us as outlined may result
in denial of coverage4) Upon completion of the authorized services, the Contractor
must provide you an itemized invoice for the authorized charges5) You must submit the
itemized invoice, including the Authorization Number provided by us, for reimbursement6)
A Trade Call Fee is due per trade, and will be deducted from any reimbursement provided
7) You are expected to pay the Independent Out-of-Network Contractor directly for the
services rendered and then submit the invoice to us for reimbursementWe accept invoices
by fax (***), post (P*** *** *** *** *** ** ***) or email to:
***.”
The Plan Holder was also emailed the OONC process which states:
“Once the estimated cost of the job is determined:
If the work is covered by the Plan, and the Contractor will charge $or less to complete the work, you are authorized to complete the repairs
If the cost will exceed $100, you are required to call us prior to the Contractor initiating any repairs
Call *** *** for authorization
If we do not agree with the bid provided by the Contractor, we reserve the right to request a second opinion or, if you prefer, we may authorize the repair and reimburse you our cost, which may be less than retail
If you do not call us to obtain authorization for repairs in excess of $100, we have no obligation to reimburse you, or we may reimburse you our cost, which may be less than retail.”
08/19/16 *** *** provided ORHP the diagnosis from the OONC, which indicated the compressor inside the condenser had failed, and the replacement cost for the compressor and miscellaneous parts was $2,The OONC also provided her an estimate of $4,to replace the entire air conditioning system.
Since the estimates were determined to be in excess of what our network Service Providers charge for this type of repair, *** *** was given the choice of allowing ORHP to obtain a diagnosis and estimate from a network Service Provider, or, we would reimburse her our cost ($664) for the covered repair*** *** chose to have the repair completed by the OONC and acknowledged reimbursement would be at our cost of $664, less the Trade Call Fee
08/24/16 ORHP processed the reimbursement of $664, less the $Trade Call Fee
08/31/16 A check for $was mailed to *** ***
Please extend our apologies to *** *** that the terms and conditions of the Plan do not provide coverage for all of the costs associated with the repair of her air conditionerWhile the intent of ORHP is to provide as much coverage a 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 Business Response /* (1000, 5, 2016/01/15) */
Ms*** ***
Revdex.com
Re: Plan ***
Dear Ms***,
Regarding the service requests for the toilet and the kitchen sink leak, as well as Mr*** request to cancel his Plan; I have reviewed the file and the following is
a brief summary
07/22/Plan becomes effective for the Plan Holder, Mr***
08/03/Service request: guest bathroom toilet is not filling, and there is a pipe leak under the kitchen sink
Dispatched: High Priority Plumbing
08/05/Status: the plumber diagnosed the toilet flapper was leaking and had to be replaced, and there was no leak diagnosed under the kitchen sinkIn addition, Mr*** asked the plumber to install a reverse osmosis (R/O) system that he had purchased, prior to the arrival of the plumberWe advised Mr*** that the Plan does not provide such service, and he would need to discuss installation with the plumber directly
Mr*** advised us if we did not approve the installation of the R/O system, that he would not pay 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."
Old Republic Home Protection values Mr*** as a customer, and we hope that he realizes the value of the Plan and the many benefits it providesIf Mr*** still wishes to cancel his Plan, please advise him to mail us a written request to the address below, fax the request to ***, or email the request to ***, and the Plan will be cancelled in accordance with the terms of cancellation
Old Republic Home Protection
***
If Mr*** has any questions, please advise him to contact me at *** Ext***
Sincerely,
*** ***
Plan Compliance Manager
Old Republic Home Protection
Initial Consumer Rebuttal /* (3000, 7, 2016/01/18) */
(The consumer indicated he/she DID NOT accept the response from the business.)
I will draft a second letter to Old Republic asking for a full refund of my money, I will send the Revdex.com and the company each a copy and upon receipt of all the money I paid them, I will then accept the company's response and consider the matter closed
Final Business Response /* (4000, 9, 2016/01/20) */
Dear Ms***,
Please inform Mr*** the Plan will be cancelled, per his request, in accordance with the terms of cancellation outlined on page of his Plan
If he has any questions, please advise him to contact our Accounting Department at
*** for assistance
Sincerely,
*** ***
Plan Compliance Manager
Old Republic Home Protection

Initial Business Response /* (1000, 5, 2015/03/24) */
Ms*** ***
Revdex.com
Re: Plan XXXXXXXX
Dear MsThomas,
Regarding the denial of coverage for the damaged drain line; I have reviewed the file and according to the Out-Of-Network Contractor, *** from Chipps Plumbing,
his records indicate that his company was hired by the previous owner in July 2012, and at that time they diagnosed the drain pipes were damaged and needed to be replaced
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."
As for your opinion that coverage should apply due to the unknown pre-existing condition clause; the damage to the drain pipes would have been known by the previous owner of the property, and therefore was a known pre-existing condition
According to the file; on February 5, 2015, my associate, Ms*** spoke with Ms*** and as a gesture of goodwill, offered to provide her $toward the repair; the Plan holder declined
Please extend our apologies that the terms and conditions of the Plan did 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 Ms*** has additional information she believes should be considered, please advise her to forward it to me for review
Sincerely,
*** ***
Claims Manager
Old Republic Home Protection
Initial Consumer Rebuttal /* (3000, 7, 2015/03/26) */
(The consumer indicated he/she DID NOT accept the response from the business.)
Ms*** and Mr***,
ORHP failed to ask the history of the property prior to denying coverageThe county auditors website states the following sales history:
- Current owner (Name Withheld)
- *** ***
- *** *** and *** *** ***
Next is an email excerpt dated from my realtor discussing the history of the property:
I have talked to the other realtor concerning thisThe person that lived in the house in I believe was *** *** He was buying it rent to own from *** and *** He died and his wife could not afford to stay thereI am not sure the ***'s knew about the problem or if there is a way to prove itThe ***'s sold it short sale to *** *** He had no idea
To reconfirm, I had no conversations with *** from CHIPPS Plumbing prior to or during the purchase of the propertyTherefore, there is absolutely no way I could have known this property had an issueMy own inspector did not detect an issue with the sewage pipes during his inspection
Upon request, I will gladly produce a copy of the inspection report, the Residential Property Disclosure Form signed by *** *** the county auditor website print out and the above referenced email from my realtorIf needed to prove *** *** knew nothing about the issue, I will also attempt to have the Residential Property Disclosure Form signed by the ***'s/***'s pulled and produced
With all the facts above, how can this still be denied based on pre-existing conditions? The sewage issue was both PRE-EXISTING and UNDETECTABLE to me, the home buyerBoth of which are stated as INCLUDED COVERAGE on the front page of the brochure
Final Business Response /* (4000, 9, 2015/03/27) */
Dear Ms***,
Regarding the denial of coverage for the damaged drain lines outside and inside the foundation of the home; as previously stated in our response, pre-existing conditions are excluded from coverageIt would appear by the information provided by Ms*** that the property had been vacant for periods of time between and the effective date of the PlanIn addition, the plumber Chipps Plumbing informed us that he provided the owner of the property (in 2012), a diagnosis and estimate to correct the damaged pipesIt would appear this information was not disclosed when the property was sold, and Old Republic Home Protection should not be held responsible for a pre-existing condition due to the lack of required disclosure by a previous owner of the property
That said, I will agree, strictly as a matter of goodwill, to review any additional information Ms*** wishes to provide me, with regard to drain lines located within the foundation of her home (specifically the Home Inspection); the damaged lines outside the home are specifically excluded by the Plan
Please inform Ms*** to send any additional information to:
Old Republic Home Protection
P.OBox
San Ramon, CA XXXXX
Attn: *** ***
In addition, please inform her to include her Plan number (XXXXXXXX) with the information provided
Sincerely,
*** ***
Claims Manager
Old Republic Home Protection

My husband and I have been having problems with our AC since January They have sent different technicians out on different occasions to repair our AC This time we have been without air for days and we live in Texas The temp here in Texas has be anywhere from 82-degrees with a humidity of high This time the person that came out charge the freon because it was low The tech told us it was fixed That night it got cool, but by the morning our thermostat said that it was degrees in the house We called our technician back out that morning and he was not able to get back out to us til the next day When he came out he discovered that fan motor had "burned up" and that a "fitting" was leaking oil, but would have to wait til Old Republic gave approval to fix The contractor came out the next day replaced the fan motor and fixed the leak and then left My complaint is so far Old Republic has not sent out a contract company to actually fix the problem with my AC, only patch it so that I have to spend another $service fee 2-months down the road

Initial Business Response /* (1000, 5, 2014/08/15) */
Ms*** ***
Revdex.com
Re: Plan # XXXXXXXX
Dear Ms***,
Regarding the service request for the dishwasher, and payment of the Trade Call Fee; I have reviewed the file and on August 13th, 2014, Old Republic Home Protection
processed a reimbursement for the repair of the dishwasher, and a check for $136.90, less the $Trade Call Fee, will be mailed to Mr*** within the next ten business days
With regard to the Trade Call Fee; please refer to page of the Plan titled When You Need Us that states:
"You are responsible to pay a TRADE (SERVICE) CALL FEE (TCF) when the Service Provider
arrives at your homeThe TCF (or the actual cost of service, whichever is less) is due for each dispatched service request by trade (plumbing, electrical, appliance, heating/air conditioning, etc.)Service work is guaranteed for daysThe TCF is due whether service is covered or deniedEssentially, when we incur a cost of service, you are responsible for a TCF."
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, 2014/03/06) */
Ms*** ***
Revdex.com
Plan # XXXXXXXX
Dear Ms***,
Regarding the reimbursement for the replacement of Ms***'s water heater; I have reviewed the file and confirmed Ms*** chose to upgrade her water heater from a
40-gallon unit to a 50-gallon unit for $100, in addition to plumbing and vent connections required by code for $71.37, totaling $in non-covered costs
Please refer to of the Plan titled Limitations of Liability under General Limitations 1.Oand General Exclusions 4.Bthat states:
"This Plan does not cover:
OMatching dimensions, color (including stainless steel) or brandWe are
responsible for providing installation of equipment comparable in features
(features that affect the operation of the system or appliance), capacity and
efficiency only."
"If upgrades are required, we cannot perform service until you complete corrective workIf
additional costs are incurred in order to comply with regulations, we will not be responsible for the added expense."
We apologize the terms and conditions of the Plan do not provide coverage for a portion of the water heater replacementWhile 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 Ms*** has any questions, please inform her to contact us at XXX-XXX-XXXX for assistance
Sincerely,
*** ***
Claims Manager
Old Republic Home Protection

Initial Business Response /* (1000, 5, 2015/02/23) */
Ms***
Revdex.com
Re: Plan XXXXXXXX
Dear Ms***,
Regarding the service request for the heating system; I have reviewed the file that indicates that the technician from Doctor Cool AC & Heating diagnosed the contactor for the
air handler heat strips was disconnected, and the access door for the air handler was missingThe technician reconnected the contactor and confirmed the heat strips were functioning properlyHowever, the access door must be installed in order to activate the safety switch, which allows the proper operation of the air handler
Please refer to page of the Plan titled Limitations of Liability under General Limitations that states:
"This Plan does not cover:
ASystem or appliance repairs, replacements or upgrades required as a result of:
A malfunction due to missing components or equipment "
Please extend our apologies to Mr*** that the Plan did 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 additional information he believes should be considered, please inform him to provide it to me for review
Sincerely,
*** ***
Claims Manager
Old Republic Home Protection
Initial Consumer Rebuttal /* (3000, 7, 2015/02/25) */
(The consumer indicated he/she DID NOT accept the response from the business.)
First of all in my call with OR they didn't mention any safety switch issueSecondly this is not true that air handler won't function because it is functioning 100% properlyWe get plenty of airIt just doesn't seem very cold anymoreI therefore reject their explanationEither the tech they sent didn't try the air con or someone isn't being forthright and honest
Final Business Response /* (4000, 9, 2015/03/02) */
Ms***,
I have reviewed the file and the original service request was that the HVAC sstem was not producing heat; their response refers to the system not coolingPlease obtain clarification from Mr*** of the current symptom, and ask if he would like Old Republic Home Protection to dispatch a different Independent Network Service Provider to provide a diagnosis, and I will arrange that to occur
Sincerely,
*** ***
Old Republic Home Protection

Don't waste your moneyThe company does not pay for repairs if the part is cover by my kind of manufacture warrantySo if your air conditioning unit is less than years old most likely you will be paying for the labor cost of your repairs even so that you paid Old Republic for protection in the unitThird customer service is also very horribleThe way the Top representative that contacted me spoke was in a very condescending manner like if I was a stupid for being mad because the home warranty does not paid for repairs that I paid a premium to cover

Initial Business Response /* (1000, 5, 2015/01/26) */
Ms*** ***
Revdex.com
Plan XXXXXXXX
Dear Ms***,
Regarding Ms*** request to add air conditioning coverage to her Plan; although we do not allow coverage to be upgraded once the Plan fee has been paid, as a matter of
goodwill, Old Republic Home Protection has agreed to allow Ms** to add the air conditioning coverage
I have assigned this request to our Sales Support Department, and a representative will contact Ms*** If Ms** 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 /* (2000, 7, 2015/01/29) */
Hello,
The problem was resolved to my satisfactionThank you very much for your help!
I received a voice message yesterday from Old Republic home protectionI called them back this afternoon at X-XXX-XXX-XXXX, ext: *** The representative agreed to add Air Conditioner to my standard insurance plan for $My insurance will be effective on 02/05/I am satisfied with the result
I asked what made them changing their mind and I was told that they might have checked the talk record of my order and found that the sale rep didn't tell me the policy that no optional adding is allowed once the purchase is charged
I am satisfied with the results and turnaround time
Your help is greatly appreciated!

Initial Business Response /* (1000, 9, 2014/04/30) */
Ms*** ***
Revdex.com
Re: Plan # XXXXXXXX
Dear Ms***,
Regarding the service request for the water heater; I have reviewed the file, and based on the circumstances that occurred, Old Republic Home Protection has agreed as a
matter of goodwill, to reimburse Mrand Mrs*** for the water heater replacement ($650), less the $Trade Call Fee
I have processed the reimbursement and it will be mailed to Mrand Mrs*** within the next ten business days
If they have any additional questions, please inform them to contact me at their convenience
Sincerely,
*** ***
Claims Manager
Old Republic Home Protection
Initial Consumer Rebuttal /* (3000, 12, 2014/05/01) */
I have not received any response from Old Republic
Final Consumer Response /* (2000, 15, 2014/05/22) */
***,
The check was just received this week and deposited
Thank you for your assistance
Sincerely,
*** and *** ***

*** ***
Revdex.com
Plan
***
Dear *** ***,
Regarding the service request for the electrical system; on behalf of Old Republic Home Protection (ORHP) and its employees, please extend our sincere apologies for the circumstances outlined in *** *** letter
According to the diagnosis by Innovative Trades LLC, the electrical wiring for the air conditioner is vibrating in the ceiling when the air conditioner is operating, as the result of either the wiring being installed too close to pipes in the ceiling, or the conduit is not strapped down adequately to prevent the vibrations from occurring while electrical current is flowing through the wiresUnfortunately, there is no failure of the wiring and as a result, the Plan does not provide coverage for a repairThe electrician suggested to re-run the wiring in encased conduit to eliminate the vibration from occurring
If *** *** has additional information she believes should be s considered, please advise her to forward it to me at the address below, for my review and coverage consideration
Old Republic Home Protection
*** *** ***
*** *** ** ***
Attn: *** ***
Best regards,
*** ***
Plan Compliance Manager
Old Republic Home Protection

Initial Business Response /* (1000, 5, 2014/08/25) */
Ms*** ***
Revdex.com
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 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 Ms*** 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
According to the file, my associate, Ms*** has spoken with Ms***, and will follow up to ensure the rebuilt control board for the oven is received and replaced in a timely manner
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 Consumer Rebuttal /* (3000, 7, 2014/08/28) */
(The consumer indicated he/she DID NOT accept the response from the business.)
I still have not heard back from this company and am still without a working ovenI will now have to replace this oven on my ownTheir guarantee is not worth the paper it is printed on, neither is their wordThis has proven to be a waste of money, for the cost of my policy with them I could have replaced my ovenWill not renew or recommend this company
Final Consumer Response /* (3000, 10, 2014/09/02) */
Mr*** ***
I have left messages for Ms*** as you requested but it seems the only response I get from your organization is through the Revdex.comIn that light, I am still without an oven, as the "Frankenstein-oven" three of your representatives promised would be fixed-repaired-rebuilt is still not working in my home an I am not getting any response from your agentsSo I will direct this question to you because I am sure your existing and potential customers would like to knowWho do I submit the bill for the new oven I have to purchase, which can be installed within three days, to? This is the worst customer service I have EVER paid for in my lifePlease feel free to contact me directly, my number has been left on several different voicemail accounts
Thank you,
Final Business Response /* (4000, 13, 2014/09/04) */
Ms***,
I have reviewed the file, and my associate, Ms*** spoke with Ms*** September 3rd, 2014, and as a result of the delays, offered Ms*** the option of a new oven or cash settlement; Ms*** agreed to accept a cash settlement, and the check was mailed overnight delivery on September 3rd,
Please extend my sincere apologies for the circumstances that have occurred, and the delay resolving her service request
Sincerely,
*** ***
Claims Manager
Old Republic Home Protection

Initial Business Response /* (1000, 5, 2014/08/06) */
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 based on the circumstances, ORHP has agreed as a matter of goodwill, to reimburse Mr*** the balance of the air conditioner repair, and a check for $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, 2014/08/19) */
(The consumer indicated he/she ACCEPTED the response from the business.)
I am pleased that ORHP saw that my situation required the necessary attention to address my concernRestitution has been made to satisfy my concerns
Thanks to all involved

Initial Business Response /* (1000, 5, 2014/07/24) */
Ms*** ***
Revdex.com
Re: Plan # XXXXXXXX
Dear Ms***,
Regarding the service request for the pipe leak; on behalf of Old Republic Home Protection (ORHP) and its employees, please extend our sincere apologies for the
circumstances outlined in MsEringo'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 MsEringo 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 MsEringo to provide me a copy of the repair invoice from her Independent Out-Of-Network plumber for my review
ORHP appreciates MsEringo taking the time to provide her opinion and perspective of her service experience, which in turn, provides ORHP the opportunity to improve the service we provide to our customers
Best regards,
*** ***
Claims Manager
Old Republic Home Protection
Initial Consumer Rebuttal /* (3000, 7, 2014/07/27) */
(The consumer indicated he/she DID NOT accept the response from the business.)
While I appreciate the claim manager's response and the personal responsibility, I will say that he missed the pointHe basically talked about his company and requested a copy of repair invoice from out of network provider
My reply is that (actually the original) invoice was mailed to you in April I don't understand why it needs to be reviewed nowfor reimbursement? No sir; not interestedTo verify? Verify what?
Verification is by using my master bathroomYou need to understand that plumbing services were sought elsewherePeriod! The problem that remained unresolved was in the master bathroom toiletThat was the MAIN problem
There is no way we would continue having the problem and continue using only one toilet in the home, waiting for your warranty company to act whenever you pleaseWe wanted master toilet fixed and didn't care for how muchYou really don't need a high school diploma to know this
I am not interested in any reviews of the invoices because I am not interested in anything from itIf you need to review, go to our fileIt should be there! Have fun
I am bitter because you are act like you are listening but actually pretending to listen and resolve this
You need to understand the real problem: I had to pay for a covered problem and NOW HAVING TO DEAL WITH A COLLECTION AGENCYI don't need apologies
My request is simple: BE FAIR AND STOP THOSE COLLECTION AGENCY LETTERSI will forget you foreverIf not, we are ready to spend more to fight for what we believe is fair
Final Business Response /* (4000, 9, 2014/07/29) */
Ms***,
Please inform MsEringo's that ORHP has agreed as a gesture of goodwill, to honor her request and waive the Trade Call Fee
In the event she receives correspondence from a Collection Agency, please inform her to refer them to me
Sincerely,
*** ***
Claims Manager
Old Republic Home Protection
Final Consumer Response /* (2000, 11, 2014/07/30) */
(The consumer indicated he/she ACCEPTED the response from the business.)

We moved into our house and started to have plumbing issues immediatelyOld republic was fast, professional and made the process so easyThere was an issue on them verifying my sprinkler leak was covered, but after a few hours the manager called back said everything was okayLove working with them

Last year, I ordered ORHP based on my realtor's suggestion Over the course of the year, I used the service three times due to problems (garbage disposal, heating, garage) Each time, the service process was very easy No hassles what so ever Was never challenged as to whether it was a pre-existing condition..etc - but I did have all my maintenance records ready just in case Service techs came out as scheduled and all items fixed $copay, done!!
I give ORHP an A+, and would recommend to anyone
As a reminder to anyone thinking of getting a home warranty, always keep maintenance records, and always get your appliances checked each year (water heater, A/C) so you have a record of good maintenance