Old Republic Home Protection Company

Old republic should have accreditation from the Revdex.com! Have had two problems with my house now with things that should be covered and they come up with excuses and won't cover the issues they claim to cover They say "this could have been caused by a person" when an appliance goes bad It's apparently their go to phrase to get out of anything Stay away from them Revdex.com you should drop them now

Initial Business Response / [redacted] (1000, 5, 2015/09/29) */ Ms [redacted] Revdex.com Re: Plan XXXXXXXX Dear Ms [redacted] , Regarding the water damage allegedly caused by Clopton Plumbing; on behalf of Old Republic Home Protection (ORHP) and its employees, please extend our sincere apologies for the circumstances outlined in Ms [redacted] '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 With regard to coverage for the water damage; please refer Ms [redacted] to page of the Plan that states: "DWe do not pay, nor are we liable, for secondary or consequential loss or damage; personal or property loss or damage; or bodily injury of any kind EWe are not responsible for a Service Provider's neglect " According to the file, Ms [redacted] was mailed a letter from ORHP on August 28, 2015, outlining the steps to resolve the alleged damage with Clopton Plumbing ORHP appreciates Ms [redacted] 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, [redacted] Plan Compliance Manager Old Republic Home Protection

Initial Business Response / [redacted] (1000, 5, 2015/04/30) */ Ms [redacted] Revdex.com Re: Plan # XXXXXXXX Dear Ms [redacted] , 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 ORHP, like other home warranty companies, uses Independent Network Service Providers to service our Plan HoldersAlthough efforts are made to dispatch qualified Service Providers that can provide quality service, occasionally circumstances occur that are unacceptable to ORHP and our Plan Holder I assure you, ORHP employees value the trust each of our Plan Holders place in us to resolve their service request in a timely and professional manner and when this does not occur, steps are taken to review what went wrong and implement improvement According to the file, my associate, Ms [redacted] , has been assigned to review the diagnosis by the Independent Network Service Provider, and ensure Mr***'s service request is resolved in a timely mannerIf Mr [redacted] has any questions, please advise him to contact Ms [redacted] at XXX-XXX-XXXX extfor assistance ORHP appreciates Mr [redacted] 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, [redacted] Claims Manager Old Republic Home Protection Initial Consumer Rebuttal / [redacted] (3000, 7, 2015/05/07) */ (The consumer indicated he/she DID NOT accept the response from the business.) It seems as though the ORHP representative, Mr [redacted] , believes my complaint is with their service providerThis is not the caseI do not have any issue with the service provider, ACS of [redacted] My issue is solely with Old Republic and the product they sell However, at this time I have been contacted by ORHP and it sounds as though they will be fixing the problem with my air conditioning systemPending this event I will consider the case resolved Final Business Response / [redacted] (4000, 9, 2015/05/08) */ he still disagrees with the Plan wording which is standard in the industThe Plan was purchased by the Seller of his home for him; he did not purchase the Plan ...ry) Final Consumer Response / [redacted] (2000, 11, 2015/05/18) */ (The consumer indicated he/she ACCEPTED the response from the business.) I consider the issue resolved

Initial Business Response / [redacted] (1000, 5, 2015/05/05) */ Ms [redacted] Revdex.com Re: Plan XXXXXXXX Dear Ms [redacted] , Regarding the service request for the air conditioner and the part number for the new evaporative coil; I have reviewed the file and confirmed with [redacted] at Services Unlimited that the replacement evaporative coil from Trane was delivered to them on [redacted] 1, 2015, and they have left a message for the Plan Holder to schedule an appointment Please advise Ms [redacted] to contact Services Unlimited at XXX-XXX-XXXX to schedule the installation of the evaporative coil With regard to the part number of the new Trane evaporative coil; the part number is XXXXXXXXXX If Ms [redacted] has any questions, please advise her to contact my associate, Ms [redacted] , at XXX-XXX-XXXX ext [redacted] for assistance Sincerely, [redacted] Claims Manager Old Republic Home Protection Initial Consumer Rebuttal / [redacted] (3000, 7, 2015/05/06) */ (The consumer indicated he/she DID NOT accept the response from the business.) Old Republic's response to my complaint is not satisfactory or acceptableTo begin, their story keeps changing with regard to part numbersThe part number referenced by Mr [redacted] is not the part number on the "invoice" that he emailed to me this morningThe part number on what appears to be a redacted invoice is SFCXXXXXA local Trane dealer in my area researched this part number today and informed me that it is not the "original" part for my unit - it is not the original design and would require a good deal of modification to make it work with the current system - it would be a "shoe horn" or "band aid" fixSecondly, I did not authorize Old Republic to order the coil they orderedWhen they left me a voicemail on the evening of 4/saying a purchase order had been placed, I promptly called them on 4/when I received the voicemail and told them to cancel the purchase order, because if they could indeed find the specific original OEM part for the model and serial number of my system, then I wanted to take a cash out option rather than having the coil installedI also said that I wanted written proof that the part was the correct original OEM coil for my model, which they refused to provide (nothing was provided in writing until today, after this complaint was filed)Old Republic is now trying to bully and threaten me by saying that the coil they ordered (without my authorization or agreement, and specifically against my request to cancel the purchase order) cannot be returned and that I must make arrangements to have the coil installedI have already made arrangements for a system replacement, which will occur tomorrow ( [redacted] 7) with my local Trane dealer who installed my downstairs system last ***, which Old Republic authorizedI continue to stand firm on my settlement offer of $4,000, which is significantly less than the actual out of pocket expenses I will incur Final Business Response / [redacted] (4000, 9, 2015/05/08) */ Dear Ms [redacted] , Please inform Ms [redacted] as stated in the information provided by our Service Provider, and the information we received from the Trane Supplier, the equipment ordered and delivered is the correct equipment to complete the repairThe Service Provider has advised us that he is not aware of any other repairs needed to repair the air conditionerIf the equipment is allowed to be installed, and it is then determined there is another issue with the operation of the equipment, we will stand by the necessary repair in accordance with the terms of coverageIf Ms [redacted] wishes to have the repair covered, she will need to allow us the opportunity to complete the repairThe Plan specifically excludes reimbursement for unauthorized repairs by Out-Of-Network Contractors With regard to the ordering of the equipment; according to the file notes, on April 13, 2015, my associate, Mr [redacted] spoke with Ms [redacted] regarding her question why the condenser and air handler were not both being replacedMr [redacted] explained to her why, and she agreed to pay the $in non-covered costs; that's when the equipment was orderedEquipment is not ordered unless the Plan Holder agrees to pay for the non-covered portion of the repair I have provided Ms [redacted] the information from the Service Provider and the Trane supplier, which support the part needed to complete the repair is availableShe can cancel her appointment with her Out-Of-Network Contractor if she wishes to do so, and allow Old Republic Home Protection the opportunity to complete the covered repair since Trane has informed us that they will not allow the return of the coil If MsBerhschein will agree to have the repair completed by our Service Provider, please advise her to contact me, and I will arrange for the Service Provider to schedule an appointment Sincerely, [redacted] Old Republic Home Protection Final Consumer Response / [redacted] (4200, 11, 2015/05/20) */ (The consumer indicated he/she DID NOT accept the response from the business.) Once again, Mr [redacted] is stating incorrect factsWhen I spoke with [redacted] on 4/13/15, he informed me that in order for ORHP to even begin researching whether they could find the particular original OEM part for my specific unit, that I would need to agree to pay the $IF, and only IF, they could find the specific part AND I agreed to have it installed, neither of which occurredDuring that conversation, I specifically asked Mr [redacted] whether they would let me know the results of their research before they proceeded with ordering the part if it could in fact be found, and he assured me that yes, I would be contacted before any part was orderedWe specifically discussed whether I would have the opportunity to discuss and/or request a cash out option once the research was complete and prior to any orders being place, and he confirmed that I would indeed have that opportunity, which clearly did not occurMr [redacted] also specifically assured me that I would not be "on the hook" (i.e., liable) for the $or any other amount unless the specific part could be found AND was installed, again, neither of which occurred I find it very ironic that ORHP dragged its feet and was very unresponsive in communicating with me for about a month, until after I filed this complaint with Revdex.comBut after a month of no air conditioning in the height of pollen season, I took matters into my own hands and had it repaired by the same company ORHP had authorized to repair my other system less than a year agoI have filed a lawsuit against ORHP in small claims court

Do not waste your money on a home warranty with this companyWe purchased this house a few years ago and the sellers had this warranty on the sale and we renewed it After reading the [redacted] site it sounds like we are not aloneWe had our ac and heater serviced by the company which we pay for by a [redacted] certified reputable hvac company a couple of weeks ago as it was not cooling properly and running constantlyWe have a package unit which is outdoors and contains the heater and ac unitThey told us the unit had holes in the heat exchanger which needed to be replaced and the a.c.unit needed replacing since it was falling apart add our was not worth repairing a unit way past it's expected life span We called the manufacture of our unit and found out it was years old and the unit was only warrantied to last years as it sits outdoors less than miles from the ocean and we were lucky it lasted yearsWe called OHRP since we needed their contractor too come look at the unitWe live in a city with a million people and they could not get someone to come out for a weekOHRP told me they only had contractors and the company they sent the claim to had rejected the callI called the vendor and they said Ohrp had sent then calls that day and they could not possibly get too all of them and that's why they rejected itEventually another vendor did come to our house and as many customers of OHRP HAVE said....shoddy shoddy shoddy...unheard of company...never gave us any paper work and would not let us pay him for the service callHe first told me he could not find the holes in the heat exchanger that the reputable company found...but he finally found themHe did say the ac unit was falling apart...but when he turned in whatever electronic report that we cannot get a copy ofThat he send to his primary client/source of business OHRP...he reported that the ac unit must have been damaged by cleaningWell...of course that gets Ohrp out of paying for any repairs or replacement of the ac unit since they can blame the ac units deterioration on improper cleaningOHRPs solution is to repair the heat exchanger but not the ac....you can only hook up one package unit to the duct work...are we supposed to live with out ac...their contractors are the cheapest they can find and they will do or say whatever benefits the insurance companyWe have had several reputable [redacted] certified hvac contractors out to quote us for a new unit and all have agreed the old unit is falling apart and that it is past it's expected life spanOHRP will hire vendors that have no other business and surprise they claim maintenance caused the problem after looking at the unit for minutesThis unit has been maintained twice a year for years by the same reputable company that is used by many of our neighbors under two different homeownersIt's been maintained so well is been operating years past it's life expectancyOf course OHRP says the maintenance from this large reputable company in bus for over years with glowing customer reviewscaused damage to the ac unit...not our percent year round humidity or the ocean a mile or two away...and months a year of ac usage in 95+ degrees...nahhh...it was the improper cleaning of the unit with our garden hose

Initial Business Response / [redacted] (1000, 5, 2016/01/12) */ Ms [redacted] Revdex.com Re: Plan XXXXXXXX Dear Ms [redacted] , Regarding the service request for the range; on behalf of Old Republic Home Protection (ORHP) and its employees, please extend our sincere apologies for the circumstances outlined in Ms [redacted] '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 I have reviewed the file that indicates that Ms [redacted] was advised on January 11, that we have dispatched Budget Appliance to confirm the malfunction of the range, and we have instructed them to contact ORHP with their diagnosis Once ORHP has their diagnosis, we will expedite the resolution of Ms [redacted] 's service request According to the file, my associate, Mr [redacted] is following up to ensure the service request is resolved in a timely mannerIf Ms [redacted] has any questions, please advise her to contact Mr [redacted] at XXX-XXX-XXXX Ext [redacted] for assistance Sincerely, [redacted] Plan Compliance Manager Old Republic Home Protection Initial Consumer Rebuttal / [redacted] (3000, 7, 2016/01/15) */ (The consumer indicated he/she DID NOT accept the response from the business.) The time it has taken for all of these issues and the subsequent inconvinence have not been addressedBudget Appliance was at our house yesterday late afternoon and I just learned that they have still not filed a report with Old Republic and it is the end if the dayI would expect Old Republic to be adamant that they get that as quickly as possible and it doesn't seem like that has been the case Final Business Response / [redacted] (4000, 9, 2016/01/18) */ Dear Ms [redacted] , According to the file, the technician from Budget Appliance submitted his diagnosis to ORHP on January 16, 2016, and we spoke with Mr [redacted] the same day to discuss his optionsMy associate, Ms [redacted] has been assigned to follow up to resolve the service request, and if Mr [redacted] has any questions, please advise him to contact Ms [redacted] at XXX-XXX-XXXX Ext [redacted] for assistance Sincerely, [redacted] Plan Compliance Manager Old Republic Home Protection Final Consumer Response / [redacted] (4200, 12, 2016/01/19) */ I just indicated on the website that the issue has not been resolvedAm I also supposed to include the middle ground offer on the website? I fear I messed up on that part because I didn't include it [redacted] ***

Initial Business Response / [redacted] (1000, 5, 2015/01/12) */ Ms [redacted] Revdex.com Re: Plan XXXXXXXX Dear Ms [redacted] , Regarding the denial of coverage for the microwave oven; I have reviewed the file and based on the diagnosis by the Independent Network Service Provider, and our conversation with the Plan Holder, Old Republic Home Protection (ORHP) concluded that the microwave oven was not in good operating condition on the effective date of the Plan, and the damage to the microwave was not the result of wear Please refer to page of the Plan titled When You Need Us that states: "We will provide service for covered systems or appliances which malfunction, and are reported, during the term of the Plan that: C) Have become inoperable due to wear and use, rust, corrosion, and chemical or sediment buiafter the effective date of coveragePre-existing conditions are not covered." The file also indicates that my associate, Ms [redacted] , informed the Plan Holder that as a gesture of goodwill, the Trade Call Fee would be refunded Please extend our sincere apologies to Ms [redacted] that the terms and conditions of the Plan do not provide coverage in this situationWhile the intent of ORHP is to provide as much coverage as possible, the Plan is not all inclusive and there are limitations which are standard in the home warranty industry If Ms [redacted] has any questions, please advise her to contact us at XXX-XXX-XXXX for assistance Sincerely, [redacted] Claims Manager Old Republic Home Protection Initial Consumer Rebuttal / [redacted] (3000, 7, 2015/01/15) */ (The consumer indicated he/she DID NOT accept the response from the business.) This was not by any means pre-existing, and it was damaged do to "wear and use"The microwave was simply turned on and explodedI am not happy with just a trade fee refund as there was no service providedA trade fee refund should not even be considered fair Final Business Response / [redacted] (4000, 9, 2015/01/16) */ Dear Ms [redacted] , Please extend our apologies the service request was not covered by the terms and conditions of the Plan If Mr [redacted] has any additional information she believes supports that the microwave oven was in good operating condition on the effective date of the Plan, please advise her to provide it to me for review Sincerely, [redacted] Claims Manager Old Republic Home Protection Final Consumer Response / [redacted] (4200, 11, 2015/01/25) */ (The consumer indicated he/she DID NOT accept the response from the business.) Being that we moved in and closed on December 18, and our plan was active on close date should be enough proof that the microwave was working before the claim was put inThe claim was not place until December 29, The microwave was used in that days periodTo further my frustration with this company, I was told that I would receive the "service call fee" back since they were denying the claimI received a check for today...the service call fee was Yet another lie from old republic

Initial Business Response / [redacted] (1000, 5, 2014/11/17) */ Ms [redacted] Revdex.com Re: Plan # XXXXXXXX Dear Ms [redacted] , Regarding the service request for the air conditioner; I have reviewed the file that indicates my associate, Mr [redacted] Call Center Supervisor, has left a message for Mr [redacted] to resolve his service request Please inform Mr [redacted] to contact Mr [redacted] at XXX-XXX-XXXX ext [redacted] for assistance Best regards, [redacted] Claims Manager Old Republic Home Protection Initial Consumer Rebuttal / [redacted] (3000, 7, 2014/11/25) */ (The consumer indicated he/she DID NOT accept the response from the business.) We have been with Old Republic since and they have always serviced our AC/Heater without incidenceNow all of a sudden they decide that my AC/Heater is not coveredTheir policy clearly states that they cover an unlimited amount of units under tonsI have two ton unitsI have ACs, a Goodman and a Ruud, I have furnaces, I have fan motors etcThey decide now suddenly that I have ton unit instead of four ton units After contacting the Revdex.com and receiving your response, we tried unsuccessfully to contact Old Republic multiple times and left messages for them to call us backI left his cell number for Mr [redacted] to call him but instead Mr [redacted] called my wifeShe told him to call me and that I had left my number on the voice mailMr [redacted] stated to my wife that he had been trying to call meI doubt this because I had been very vigilant of my phone because I was expecting a phone call from him and I had no missed calls and no messages and it's also not reflected on my phone bill Mr [redacted] finally called me and arranged for a 2nd company to come out to give us a 2nd opinionThe company he assigned was Henry's Top Notch Air Conditioning and HeatingWe called them to schedule an appointmentTheir response was that they did not service our area of townWe then called Old Republic to let them know that this company does not service us, no one answered so we left a messageOld Republic called us back and insisted that Henry's Top Notch AC and Heating did serve our area so we called them back againAgain, Henry's Top Notch AC and Heating told us no and that they had already in fact told Old Republic that they did not service our areaThis whole ordeal wasted about days where nothing was done or resolvedFinally, Old Republic reassigned our work order to a 3rd company, Indoor Comfort ExpertsThey came out on the 20thWhen the repairman arrived he asked me to show him the invoice of the initial company that came outI showed it to him and after a couple of minutes of just looking at me heater he decided that he agreed with the invoice of the initial companyHe stated that we had two ton unitsThe initial repairman stated that we had two ton unitsThere seems to be a big discrepancy with these companiesHe said he'd forward his findings to Old Republic I finally heard back from Old Republic on Monday, November 24th at about 11:amTheir response was that they would not cover my repair to my heaterThey still insist I have one ton unit and now they say that my units are commercialSo now they have added this new excuse to the reason for denialNow they say it's commercial and that they don't cover commercial unitsI looked through their policy and it states nothing about excluding commercial units, not that I even have oneIt seems like they are just trying to find a loophole so that they don't cover the repairsI do not have single unitI have units of tons eachBoth repairmen advised me to not run the unit that is over amping and to only run the unit that is working properlyThis again goes to prove that I have unitsIf I had unit that how is it possible that I can run unit and not the other? I asked them this question and they had no answer for meI am currently heating my home on only unit since my other unit is over amped I am seeking for Old Republic to honor its commitment to their own policy and make the necessary repairs to my heaterI would like the initial company, Family Air Conditioning to make the repairsOld Republic has been servicing our AC and Heater since 2009, they even made a repair to it this past AugustBut yet now they decide that our AC/Heater does not meet the criteria for repairsIt appears that they just simply don't want to honor its commitment to their policy and to their customers Final Business Response / [redacted] (4000, 9, 2014/12/01) */ Dear Ms [redacted] , I have reviewed the file and both Independent Network Service Providers dispatched by Old Republic Home Protection have diagnosed this is a commercial system (i.ethe evaporative coil is an ton unit that operates with both of the condensers)Based on the terms and conditions of the Plan, systems in excess of 5-tons are excluded by the Plan If Mr [redacted] has any additional information from an Out-Of-Network Contractor that he believes should be considered, please inform him to forward it to me for review Sincerely, [redacted] Claims Manager Old Republic Home Protection Final Consumer Response / [redacted] (4200, 13, 2014/12/09) */ (The consumer indicated he/she DID NOT accept the response from the business.) (i.ethe evaporative coil is an ton unit that operates with both of the condensers)The evaporator coil is composed of two ton coils that work with the condensersTo my knowledge there is no system that will work with two condensers and one evaporative coil of ton to work as stated by the ORHP Based on the terms and conditions of the Plan, our system does not exceed the 5-tons per unit as excluded by the PlanThis is residential a/c system made up (2) ton unitsI will provide an Out-Of-Network Contractor documentation that these systems do not have a single ton evaporative coil and this is not a commercial unit I would like to know what outcome I can expect from having me provide all this documentation? I have had a system working improperly since November 17, and Old Republic has been delaying this repair due to their refusal to honor their policy

Initial Business Response / [redacted] (1000, 5, 2015/03/09) */ Ms [redacted] Revdex.com Re: Plan # XXXXXXXX Dear Ms [redacted] , 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 [redacted] '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 [redacted] 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 although the Plan does not reimburse for service provided without prior authorization, ORHP has agreed to review the $invoice from Mr [redacted] 's Out-Of-Network Contractor; I have emailed Mr [redacted] and requested he provide me a copy of the invoiceIn addition, ORHP has agreed to waive the $Trade Call Fee for the most recent service request for his air conditioner, and a check will be mailed to Mr [redacted] within the next ten business days ORHP appreciates Mr [redacted] 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, [redacted] Claims Manager Old Republic Home Protection Initial Consumer Rebuttal / [redacted] (2000, 7, 2015/03/10) */ (The consumer indicated he/she ACCEPTED the response from the business.) I appreciate ORHP stepping upAlthough I do wish they would reimburse me for the multiple times I had service calls for the same issue which ultimately was caused by a leak in the coil, I do understand they could have chosen not to do anythingWith that said, I accept their offer and appreciate their promptness in the matter

We recently purchase a home in North Myrtle Beach, **At the Seller's choosing the Seller purchased a home warranty plan for our benefitWithin days of closing on our home we found that the dishwasher would not drain and contacted ORHPThe agent told us that our plan had not been issued and the plan under which the seller purchased was not effective for our use at that timeAfter much complaint on my part we were finally given a claim numberA few days later we were contacted by ORHP and told that they did not have an authorized service contractor in our area and we would have to find one on our ownWe were also told that if ORHP approve of the work and written estimate that ORHP would reimburse us up to $for the service call As it turned out the Seller's recent installation of a garbage disposable was what was causing our problem; hence, we were not coveredWithin a month we discovered that we had two rood leaksAgain, we contacted ORHP to submit a service requestAgain, ORHP did not have an authorized service provider in our area and we would have to find one on our ownLow and behold, same resultOur claim was denied because ORHP roof coverage does not cover flanges or flange pipe connectorsAnd, because the claim is not covered our service charge will not be reimbursedRecently our new air handling unit stopped working We will not contact ORHPWe are saving ourselves the time, the frustration and the extreme anger with this company

Initial Business Response / [redacted] (1000, 5, 2015/04/01) */ Ms [redacted] Revdex.com Re: Plan XXXXXXXX Dear Ms [redacted] , Regarding the service request for the water heater; I reviewed the file and the plumber from RSA Plumbing diagnosed that the condition of the water heater tank indicated it was leaking prior to the effective date of the Plan Please refer to page of the Plan that states: "We will provide service for covered systems or appliances which malfunction, and are reported, during the term of the Plan that: 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." According to the file, although a $Trade Call Fee (TCF) is due for each service request, strictly as a matter of goodwill, Old Republic Home Protection (ORHP) agreed to waive the TCF Please extend our apologies to Mr [redacted] that the terms and conditions of the Plan did not provide coverage in this situationWhile the intent of ORHP is to provide as much coverage as possible, the Plan is not all inclusive and there are limitations which are standard in the home warranty industry If Mr [redacted] has any questions, please advise him to contact us at XXX-XXX-XXXX for assistance Sincerely, [redacted] Claims Manager Old Republic Home Protection Initial Consumer Rebuttal / [redacted] (3000, 7, 2015/04/02) */ (The consumer indicated he/she DID NOT accept the response from the business.) I lived in this house for a year prior to purchasing the propertyThe water heater, although old and showing some rust stains along the seams, funchtioned without flaws untill the day of questionThe day of the malfunction/leak cooincidentally was the effective date of my planORHP tried to tell me over the phone w/o even having anyone look at the heater that they would not cover the item as it had to be "installed and in proper working order" on the effective date, but a malfunction wasn't covered that dateI called the sales rep on the policy and was immediately told they would cover the item and send a plumber out the following dayI was out of town and the plumber stated that the heater was leaking prior to the effective date yet gave no explination of how he arrived at that conclusing, yet he would replace the heated for $Everyone wins except the cunsummerPlumber gets a quick easy job with a better payout than the insurance company would provide and the insurance company gets out of their stated service agreementTypical example of both industries taking advantage of the consumer for profits Final Business Response / [redacted] (4000, 9, 2015/04/03) */ Dear Ms [redacted] , Please extend our apologies that the terms and conditions of the Plan did not provide coverageOld Republic Home Protection, like other home warranty companies, base their coverage decisions on the diagnosis of the Service Provider; they are the experts with regard to diagnosing the cause of failure or timeline of failure Sincerely, [redacted] Claims Manager Old Republic Home Protection

Initial Business Response / [redacted] (1000, 6, 2016/01/18) */ Ms [redacted] Revdex.com RE: Plan # XXXXXXXX Dear Ms [redacted] , Regarding the service request for the heat pump; on behalf of Old Republic Home Protection (ORHP) and its employees, please extend our sincere apologies for the circumstances outlined in 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 [redacted] 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 Please advise Ms [redacted] to mail me a copy of the invoice for the replacement of the defrost sensor completed by her Out-Of-Network Contractor to the address below, or email it to [redacted] @orhp.com for my review Old Republic Home Protection P.OBox San Ramon, CA XXXXX Attn: [redacted] ORHP appreciates Ms [redacted] 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, [redacted] Plan Compliance Manager Old Republic Home Protection Initial Consumer Rebuttal / [redacted] (3000, 8, 2016/01/26) */ (The consumer indicated he/she DID NOT accept the response from the business.) Old Republic Home Protection is being dishonestAfter filing this complaint I received a call from Old Republic, where a rep said they have my invoice and I will receive a prompt refundThen one day later I get this response where it says to please send the invoice, even though the previous day they said they have itI sent it right away on January the 18th, and now more than a week later I have absolutely NO response to my emailNot only that, but my realtor received a letter saying: See, we paid to your customer $to date of services, keep recommending us to your clientsWhen they have not paid a dimeSo disappointing Final Business Response / [redacted] (4000, 10, 2016/01/28) */ Ms [redacted] , Please advise Ms [redacted] that I received her invoice on January 18, and the reimbursement check for $was mailed to her on January 20, If she has not received the check by January 30, 2016, please advise her to contact our Accounting Department at XXX-XXX-XXXX for assistance Sincerely, [redacted] Plan Compliance Manager Final Consumer Response / [redacted] (2000, 13, 2016/01/29) */ (The consumer indicated he/she ACCEPTED the response from the business.) I received a refund for the repair which is what I wanted initially

Initial Business Response / [redacted] (1000, 5, 2014/10/01) */ Ms [redacted] Revdex.com Re: Plan # XXXXXXXX Dear Ms [redacted] , Regarding the service request for the refrigerator; on behalf of Old Republic Home Protection (ORHP) and its employees, please extend our sincere apologies for the circumstances outlined in 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 [redacted] provided, I have taken personal responsibility to address the issues outlined with the Service Provider and individuals involved, ensuring they understand the result of their actions and comments I have reviewed the file and my associate, Ms [redacted] , has spoken with Mr***, and she will follow to ensure the service request is resolved in a timely manner If Mr [redacted] has any questions, please inform him to contact Ms [redacted] at XXX-XXX-XXXX ext [redacted] for assistance ORHP appreciates Mr [redacted] 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, [redacted] Claims Manager Old Republic Home Protection

Initial Business Response / [redacted] (1000, 5, 2015/06/16) */ Ms [redacted] Revdex.com Re: Plan # XXXXXXXX Dear Ms [redacted] , Regarding the service request for the clothes dryer and ice maker; on behalf of Old Republic Home Protection (ORHP) and its employees, please extend our sincere apologies for the circumstances outlined in Ms [redacted] ' 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 [redacted] 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 ORHP values Ms [redacted] as a customer, and we hope she will realize the value of the Plan, and the many benefits it provides I have reviewed the file that indicates my associate, Ms [redacted] , left a message for Ms [redacted] on June 15, If Ms [redacted] has any questions regarding the cancellation of her Plan, please advise her to contact Ms [redacted] at XXX-XXX-XXXX ext [redacted] ORHP appreciates Ms [redacted] 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, [redacted] Claims Manager Old Republic Home Protection Initial Consumer Rebuttal / [redacted] (3000, 7, 2015/06/17) */ (The consumer indicated he/she DID NOT accept the response from the business.) I tried to leave a voicemail for me [redacted] and the system hung up on me twiceI finally go through this morning but she hasn't called me back yetIn addition I got an email from the contract saying 'part due on the 25th'That's all it said! No explanation, greeting, apology, nothing!! I tried to call orhp again and get again got transferred to the main system line to start over againThey hire the cheapest contractors so I don't get service and when j call no one wants to look into the issueThis has NOT been resolvedI have not gotten my dryer repaired nor a full refund of the policy and service fee Final Business Response / [redacted] (4000, 9, 2015/06/24) */ Dear Ms [redacted] , I have reviewed the file and my associate, Mr [redacted] Call Center Supervisor, spoke with Ms [redacted] on June 19, 2015, and will assist in the resolution of her service request If Ms [redacted] has any questions, please advise her to contact Mr [redacted] at XXX-XXX-XXXX ext [redacted] Sincerely, [redacted] Claims Manager Old Republic Home Protection

Initial Business Response / [redacted] (1000, 5, 2014/09/03) */ Ms [redacted] Revdex.com Re: Plan # XXXXXXXX Dear Ms [redacted] , Regarding the service request the pipe leak and toilet; 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 [redacted] provided, I have taken personal responsibility to address the issues outlined with the Service Provider and individuals involved, ensuring they understand the result of their actions and comments With regard to the repairs completed by her Independent Out-Of-Network Contractor, please inform Ms [redacted] to provide me a copy of the invoice for my reviewIn addition, per Ms***'s request, ORHP has agreed, as a gesture of goodwill, to waive the $Trade Call Fee ORHP appreciates Ms [redacted] 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, [redacted] Claims Manager Old Republic Home Protection Initial Consumer Rebuttal / [redacted] (2000, 7, 2014/09/07) */ (The consumer indicated he/she ACCEPTED the response from the business.) Please provide a fax number for sending the invoice

We moved in to a 16-yr old house weeks ago, and the garage door failed to open a week later It looked like carriage gear has worn out We called Old Republic, which is our Warranty company, and told them what happened They said it is under warranty, but we need to pay $trade call fee, and they will fix the door We said ok They sent this company called [redacted] out The technician first tried to sell me I should do routine maintenance on the garage door because the door maybe too heavy and has caused the problem I told him this garage door was working fine, and I just need to have the part replaced He said ok and let me call the Warranty company A minute later Old Republic called me and told me that they would not pay for anything because the problem was caused by lack of maintenance (on a garage door?) and the condition is pre-exsiting, so they are not paying for anything And I would have to pay the $65, which I already did at the beginning since the technician requested before even making the call to the Warranty company If I cancelled the check, Old Republic would send me a bill, the representative said over the phone So any problems of any appliances/items due to so called lack of maintenance, Old Republic would not pay to fix it, even when the appliances were working to begin with Then what is the point of having a home warranty?! I am extremely upset and disappointed by their (non!)-service I truly regret I picked this company But I thought they have been around for a long time and seemed to have good reputation Now I really am scared of my other major appliance breaking down due this experience with the Old Republic

This company is a complete scam Our garbage disposal went out We called them and asked if it needed to be replaced, could we pay difference of upgrade They said no, but there was cash option, but it required tech to come out to take a look to receive Tech came out & looked and glanced at it and said yes, needs to be replaced Cash option was $minus the fee they would pay to tech ($60), so we received $and no service or product Then, they billed us for the trade call of $as well So, we had to pay them $back for no product or service received And then we had to put in a disposal which we fully paid for that and the installation on it We paid more than if we would have hired some directly and installed without call to ORHP AND THE CUSTOMER SERVICE SUPERVISOR HUNG UP ON ME! If that is a warranty then nobody needs that They are definitely out to only get your money and screw you on any "warranty" PLEASE PLEASE CONSIDER BEFORE YOUR PURCHASE I should have come to [redacted] before I purchased :( Don't understand how a company with this many complaints is still rated this high:((

Initial Business Response / [redacted] (1000, 5, 2014/12/23) */ Ms [redacted] Revdex.com Re: Plan # XXXXXXXX Dear Ms [redacted] , Regarding the service request for the refrigerator; on behalf of Old Republic Home Protection (ORHP) and its employees, please extend our sincere apologies for the circumstances outlined in 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 [redacted] provided, I have taken personal responsibility to address the issues outlined with the Service Provider and individuals involved, ensuring they understand the result of their actions and comments I have reviewed the file, and my associate, Mr [redacted] Call Center Supervisor, will contact Mr [redacted] and follow up to resolve the service request regarding his refrigerator If Mr [redacted] has any questions, please advise him to contact Mr [redacted] at XXX-XXX-XXXX ext [redacted] for assistance ORHP appreciates Mr [redacted] 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, [redacted] Claims Manager Old Republic Home Protection Initial Consumer Rebuttal / [redacted] (3000, 7, 2014/12/26) */ (The consumer indicated he/she DID NOT accept the response from the business.) Until this refrigerator is replaced with an equivalent side by side refrigerator with ice maker and water dispenser, as we now have, I do not feel this case has been resolvedI was told by ORHP that they would send out another service tech to diagnose the problemThis will be the 3rd diagnosis and/or repair of this refrigerator, that has now become a fire hazard Final Business Response / [redacted] (4000, 10, 2015/01/02) */ Dear Ms [redacted] , Regarding the service request for the refrigerator; I have reviewed the file and on December 29, 2014, my associate, Mr [redacted] spoke with Mr***, and he agreed to accept a cash settlement for a new refrigerator If Mr [redacted] has any questions, please advise him to contact Mr [redacted] at XXX-XXX-XXXX ext [redacted] for assistance Sincerely, [redacted] Claims Manager Old Republic Home Protection Final Consumer Response / [redacted] (2000, 18, 2015/02/03) */ This was finally resolved to my satisfactionThe company finally provided a check to purchase a new refrigeratorI was very dissatisfied in their process and time frame to resolveThank you very much for your servicesThe Revdex.com was a tremendous help, and I am grateful

Initial Business Response / [redacted] (1000, 5, 2015/03/05) */ Ms [redacted] Revdex.com Re: Plan XXXXXXXX Dear Ms [redacted] , Regarding the denial of coverage for the leaking drain valve on the water heater, and Ms [redacted] 's request for a refund of the Trade Call Fee; I have reviewed the file and spoke with [redacted] at K & S PlumbingAccording to ***, the threaded portion of the plastic drain valve was cracked and broken as the result of something other than wear and use [redacted] provided me a photo of the drain valve which shows that the threaded area is broken, and pieces of the plastic threaded area of the drain valve are missingSince the drain valve is made of plastic, corrosion as the result of wear and use, would not have contributed to the damage With regard to Ms [redacted] 's request for a refund of the Trade Call Fee; although the Plan requires payment of the Trade Call Fee whether service is covered or denied, Old Republic Home Protection (ORHP) has agreed to honor Ms [redacted] 's request, and the Trade Call Fee will be refunded within the next ten business days Please extend our apologies to Ms [redacted] that the terms and conditions of the Plan did not provide coverage in this situationWhile the intent of ORHP is to provide as much coverage as possible, the Plan is not all inclusive and there are limitation's which are standard in the home warranty industry ORHP values Ms [redacted] as a customer, and we hope she realizes the value of the Plan and the many benefits it provides If Ms [redacted] has any questions, please advise her to contact us at XXX-XXX-XXXX for assistance Sincerely, [redacted] Claims Manager Old Republic Home Protection Initial Consumer Rebuttal / [redacted] (2000, 7, 2015/03/06) */ (The consumer indicated he/she ACCEPTED the response from the business.) I will accept the refund however I disagree with what the reason it's not coveredI can't argue their chosen contractors nor their decisionI will agree to disagree

Initial Business Response / [redacted] (1000, 6, 2014/09/16) */ Ms [redacted] Revdex.com Re: Plan # XXXXXXXX Dear Ms [redacted] , Regarding the service request for the dishwasher; on behalf of Old Republic Home Protection (ORHP) and its employees, please extend our sincere apologies for the circumstances outlined in Mr [redacted] 's letter I assure you, ORHP employees value the trust each of our Plan Holders place in us to resolve their service request in a timely and professional manner and when this does not occur, steps are taken to review what went wrong and implement improvement Based on the information Mr [redacted] provided, I have taken personal responsibility to address the issues outlined with the individual involved, ensuring she understands the result of her actions and comments ORHP appreciates Mr [redacted] 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, Old Republic Home Protection Initial Consumer Rebuttal / [redacted] (2000, 8, 2014/09/17) */ (The consumer indicated he/she ACCEPTED the response from the business.)