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Dear *** ***,
Please advise *** *** that due to the circumstances that have occurred, as a gesture of goodwill, Old Republic Home Protection has refunded the $Trade Call Fee she paid for the air conditioner serviceShe should receive the check within days
Sincerely,
*** ***
Plan Compliance Manager

Plan ***
Dear Revdex.com,
Regarding the service request for the range fan and 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
I have reviewed the file and unfortunately, ORHP does not have a network Service Provider capable of completing the repair of the Viking range fanAs a result, we provided *** *** the estimated cost of the repair ($277), plus an additional $as a gesture of goodwill, to hire an Out-Of-Network Contractor (OONC) to complete the repairIf *** *** hires an OONC, and the repair exceeds $400, please advise him to forward me the invoice, and ORHP will reimburse him the difference for any covered repairsOur sincere apologies for any inconvenience as a result of this situation
With regard to the air conditioner; ORHP received a service request on June 24, 2017, and my apologies that the Independent Network Service Provider was unable to provide service in a timely manner according to MrAcunaThe letter to the Revdex.com indicated that *** *** hired an OONC to complete the repairPlease advise *** *** to send me a copy of the repair invoice for my review, and mail it to the address below
Old Republic Home Protection
*** *** *** *** *** ** ***
Attn: *** ***
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

Plan ***
Dear Revdex.com,
Regarding the reimbursement request for the repair of the air conditioner completed by an
Out-Of-Network Contractor (OONC); I reviewed the file that indicates Old Republic Home Protection (ORHP) did not receive a request for service from *** ***,
and ORHP did not approve service by an OONC.
Please refer to page of the Plan that states:
“For Service: Place service requests online at www.***
or call us at ***
? 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
Please extend our apologies to *** *** 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 *** *** has a need for service in the future during the Plan term, please advise him to contact ORHP at *** for assistance.
Sincerely,
*** ***
Plan Compliance Manager
Old Republic Home Protection

Dear Revdex.com,
Regarding *** *** request to cancel his Plan, refund the Trade Call Fee, and waive the Plan cancellation administration fee; since service was provided to both the range and refrigerator in accordance with the Plan, and Old Republic Home Protection was invoiced by the Independent Service Provider, the $TCF will not be refunded
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.”
However, as a gesture f of goodwill, the $administration fee to cancel the Plan will be waivedI have submitted the Plan cancellation request effective January 17, 2017, and *** *** should receive the check within days
Sincerely,
*** ***
Plan Compliance Manager
Old Republic Home Protection

RE: Plan # ***
Dear Revdex.com,
Regarding the service request for the plumbing leak and payment of the Trade Call Fee (TCF); on behalf of Old Republic Home Protection (ORHP) and its employees, please extend our sincere apologies for the circumstances outlined
in *** *** 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
I reviewed the file and confirmed with A Plus Plumbing that they completed the repair of the drain pipe leak, and that *** *** paid them the $TCFAt this time there are no past due TCF’s on his file
If *** *** has any questions, please advise him to contact me at *** *** ***
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

*** ***
Revdex.com
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
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 *** *** 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, on September 12, *** *** spoke with my associate, *** ***, and confirmed the air conditioner repair was completed, and is cooling as designed.
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

Plan ***
Dear Revdex.com,
I spoke with the technician that provided service in May, and he advised me that the service previously provided by his company did not cause the run capacitor to fail; it failed from wear and use
If *** *** has any questions regarding their diagnosis, he can contact them at *** ***
Sincerely,
*** ***
Plan Compliance Manager
Old Republic Home Protection

Plan ***
Dear Revdex.com,
Regarding the service request for the air conditioner; I have reviewed the file that indicates the technician from *** *** *** diagnosed that rodents had damage the wiring and control board located inside the furnace, which works in conjunction
with the air conditioning system
Please refer to page of the Plan that states:
“GENERAL LIMITATIONSTHIS PLAN DOES NOT COVER:
CDamage caused by people, pests, or pets.”
Please extend our apologies to *** *** 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 *** *** has any additional information she believes should be considered, please advise her to email it to me at ***, or mail it to me at the address below, prior to initiating the repair
Old Republic Home Protection
P.OBox
San Ramon, CA
Attn: *** ***
Sincerely,
*** ***
Plan Compliance Manager
Old Republic Home Protection

Initial Business Response /* (1000, 5, 2015/08/12) */
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 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 spoke with Ms*** on August 12, 2015, and advised her that the service request has been dispatched to Elite A/C, and I will follow up to ensure service is provided in a timely manner
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

Plan ***
Dear Revdex.com,
Regarding the service request for the ceiling fans; on behalf of Old Republic Home Protection (ORHP) and its employees, please extend our sincere apologies to Mr*** for not providing the level of service he wants and deserves as our Plan
Holder.
To ensure our Plan Holders receive reputable and unbiased service, we have built an extensive network of Service Providers who provide service to our Plan Holders at fair and reasonable ratesOur network, however, is not all inclusive for every trade, in every town, across the nationFor that reason, we may authorize our Plan Holders to contact an independent Out-Of-Network Contractor (OONC) directly to obtain service
Please refer to page of the Plan that stats:
“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 (*** *** *** *** *** ** ***) or email to:
***.”
In regard to Mr*** recent ceiling fan service request; ORHP did not have a network Service Provider available to provide service, and we authorized Mr*** to obtain service from an OONC in accordance with the terms of the PlanPlease 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 (*** *** *** *** *** ** ***) or email to:
***.”
In addition, on February 16, 2018, we emailed Mr*** the process to follow to ensure coverage in accordance with the terms and conditions of the Plan
We agreed to reimburse Mr*** for covered costs when we authorized him to hire an OONC to complete the service, and we sincerely acknowledge Mr*** frustration over this matter
Please advise Mr*** to contact us prior to the OONC initiating repairs so we can review the diagnosis and confirm Plan coverage
If Mr*** has any questions, please advise him to contact me at *** *** ***.
Sincerely,
*** ***
Plan Compliance Manager
Old Republic Home Protection

*** ***,
Please refer *** *** to page of the Plan that states:
“When we request or authori*e you to obtain an INDEPENDENT OUT-OF-NETWORK
CONTRACTOR to perform diagnosis and/or service: 1) We recommend that the Contractor
be qualified 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 Authori*ation Department with the technician’s diagnosis and dollar amount of services
required3) We will provide an Authori*ation Number for the covered services and dollar
amount that we have authori*edFailure to contact us as outlined may result in denial of
coverage4) Upon completion of the authori*ed services, the Contractor must provide you
an itemi*ed invoice for the authori*ed charges5) You must submit the itemi*ed invoice,
including the Authori*ation Number provided by us, for reimbursement6) A Trade Call
Fee is due per trade, and will be deducted from any reimbursement provided7) 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 (1***), post (*** *** *** *** *** ** ***) or email to:
***.”
Please advise him to follow the terms of the Plan and we will provide assistance to resolve his service requestMy associate, *** *** has been assigned to provide him assistance, and she can be contacted at *** Ext***
Sincerely,
*** ***
Plan Compliance Manager
Old Republic Home Protection

Complaint: ***I am rejecting this response because:
this is exactly the type of poor service response I expected to get
"call the account line number" - When I called to pay the fee, I was told I am "all set"Check your call recording from your call center as I asked the gentleman on the phone to double check that there was no balance dueI am not wasting any more time calling your company
waive the fee - you deal with itIt's another issue with your accounting and billing
Sincerely,* ***

Dear *** ***,
Please extend our apologies that the terms and conditions of the Plan do not provide coverage, and advise *** *** that the exclusion for the cost of labor for system and appliances covered under an existing manufacturer warranty, is a standard exclusion in the home warranty industry
Sincerely,
*** ***
Plan Compliance Manager

Plan ***
Dear Revdex.com,
Regarding the service request for the air conditioner placed July 15, 2017, the delay providing service, and Ms*** request to cancel her Plan; please extend our sincere apologies to Ms*** for the delay locating a network Service Provider to
schedule service for her air conditioner
While we were unable to serve Ms*** in the manner she anticipated, I assure you that we continually work to enhance our systems and processes in order that these types of situations do not occur
As you are aware, the home warranty industry in general, as well as our company specifically, utilizes an external network of independent Service Providers to service our Plan HoldersUnfortunately, no matter how many Service Providers are in the network, it is sometimes difficult to achieve the service excellence that not only our Plan Holders demand, but we as well
During the recent heat wave, it appears that our Service Provider network was stretched to its limitsAccording to the file, on July 17, 2017, the service request was dispatched to Alliance Mechanical Systems and they scheduled service for Ms*** for August 18,
With regard to Ms*** request to cancel her Plan; Old Republic Home Protection values Ms*** as our customer, and we hope she realizes the value of the Plan and the many benefits it providesHowever, if Ms*** still wishes to cancel her Plan, please instruct her to mail 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 outlined on page of the Plan
Old Republic Home Protection
*** *** ***
San Ramon, CA
Attn: Cancellation Department
Sincerely,
*** ***
Plan Compliance Manager
Old Republic Home Protection

Dear Revdex.com,
Please advised *** *** that coverage decisions are based on the diagnosis by the Independent Network Service Provider, and it was their diagnosis that indicated that a utensil falling in the dishwasher resulted in the damageIn addition, I contacted the Service Provider and they advised me that the age of the appliance would not result in a utensil falling inside the dishwasher
With regard to the collection fee; please advise *** *** to contact our Accounting Department at *** if he has any questions
Sincerely,
*** ***
Plan Compliance Manager

Plan ***
Dear Revdex.com,
Regarding the service request for the refrigerator and pool equipment; I reviewed the file that indicates on January 3, 2018, my associate Ms*** spoke with Ms*** and advised her that the repair part for the ice-maker was not availableIn accordance with the Plan coverage, Ms*** advised Ms*** that Old Republic Home Protection would provide her a settlement in the amount of the estimated repair cost which was $
Please refer to page of the Plan that states:
“Repair or replacement of ice makers, ice crushers, beverage dispensers and their
respective equipment are covered for Kitchen Refrigerator only, providing parts are
availableIf parts are not available, our obligation is limited to cash in lieu of repair.”
I confirmed that a check in the amount of $was mailed to Ms*** on January 10,
As for the pool equipment; according to the file on August 31, 20017, the technician from Crystal Pool replaced an o-ring and repaired the water leak at the pool equipmentIf Ms*** believes that she still requires service for her pool equipment, please advise her to contact our Customer Service Department at ***, or contact me at *** Ext***
Sincerely,
*** ***
Plan Compliance Manager
Old Republic Home Protection

Revdex.com:I have reviewed the response made by the business in reference to complaint ID ***, and find that this resolution is satisfactory to meI still would like to cancel my policy and have emailed *** as he stated was necessary in his response to the Revdex.com complaint.Sincerely, *** ***

RE: Plan # ***
Dear Revdex.com,
Regarding payment of the Trade Call Fee (TCF); on behalf of Old Republic Home Protection (ORHP) and its employees, please extend our sincere apologies for the circumstances outlined in Mr*** 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 Mr***, has been assigned to review the file and Mr*** request to waive the TCFcording to the file, on May 2017, Mr*** attempted to contact Mr*** by phone, and was unable to leave a messagePlease advise Mr*** to contact Mr*** at ###-###-#### Ext*** for assistance
ORHP appreciates Mr*** taking the time to provide his opinion and perspective of his service experience, which in turn, provides ORHP the opportunity to improve the service we provide to our customers
Best regards,
*** ***
Plan Compliance Manager
Old Republic Home Protection
T: ###-###-#### Ext*** | F: ###-###-####
***
Old Republic Home Protection | Old Republic Insurance Group
*** *** *** *** *** ** *** ***

Complaint: ***I am rejecting this response because: I trusted they make an effort to screen the contractors they useSince last message the furnace has failed as wellThe wiring is fried and nobody will work on it save to replace the entire systemSome of the components are under warranty so Old Republic is outThey won’t touch it eitherBut what about the parts that aren’t? I’m going to be out over 6k because of the contractor they hired, and their little warranty loopholeBuyer Beware. Sincerely,*** ***

I do appreciate the service for old republic and the help, however I did ask for a different provider because cool breeze was unable to provide service contTo cancel on schedule days where someone HAS to be home which consist on loss of income amongst other inconveniencesWhen I had to call and request a dispatch again from old republic because weeks after I had still jot heard anything about the swamp cooler fix I was offered a different provider at this point I was also told cool breeze would be there in days of course that did not happen therefore I asked cool breeze to cancel altogether and I requested another provider from old republic who advised I only had the option to seek my own provider and service but that old republic could issue me a check for the amount of what cool breeze was going to chargeI was told that pay out would be in days As my ONLY option per old republic representive that is what was decided would happen But here it is more than days later and still nothing except degree
weather and servuce requested in April not completed
Complaint: ***I am rejecting this response because:Sincerely,*** ***