Old Republic Home Protection Company

Initial Business Response / [redacted] (1000, 5, 2015/01/07) */ Ms [redacted] Revdex.com Plan # XXXXXXXX Dear Ms [redacted] , Regarding the denial of coverage for the air conditioner, and payment of the Trade Call Fee; I have reviewed the file and confirmed that the Independent Network Service Provider diagnosed the evaporative coil was dirty and must be cleaned Please refer to page of the Plan titled Limitations of Liability under General Limitations 1.Bthat states: "This Plan does not cover: BRoutine maintenance and cleaning." With regard to payment of 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." Please extend our apologies to Ms [redacted] 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 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, 2015/01/08) */ (The consumer indicated he/she DID NOT accept the response from the business.) Like I said before I would have NOT paid for someone to come out and and give me a quoteI have had other home warranty companies in the past whose service call was only and if they didn't do anything, I didn't payI will be going back to that company who do not rip off their paying customers Final Business Response / [redacted] (4000, 9, 2015/01/12) */ Dear Ms [redacted] , Please extend our apologies to Ms [redacted] that the terms and conditions of the Plan did not provide coverage, and that the Plan states that a Trade Call Fee is due whether the service request is covered or denied Sincerely, [redacted] Claims Manager Old Republic Home Protection

My A/C compressor went out on Saturday night, so I called ORHP to get it fixed We went through this about 4-years ago, when the compressor was also replaced by ORHP This time they're denying the coverage, stating that it was installed incorrectly the previous time I informed them that if that was the case, then they installed it incorrectly since it was their contractor who previously performed the work They're denying the claim, though, since they can't find record of it in the system, or so they say I've owned the home for nine years and have never had anyone touch the AC unit that's not a contractor from ORHP After spending 3-HOURS on the phone, mostly on hold, they tell me that there's nothing they can do, and that it must have been installed incorrectly Give me a break They're clearly trying to squirm out of their obligationThis is a dishonest, unethical company, and I'll be sending a letter to the president of the company

Initial Business Response / [redacted] (1000, 5, 2016/01/20) */ Ms [redacted] Revdex.com Re: Plan [redacted] Dear Ms [redacted] , Regarding the service request for the clothes washer; I have reviewed the file and the following is a brief summary 01/16/Service request: clothes washer is making an unusual noise Dispatched: [redacted] 01/17/The Plan Holder called Old Republic Home Protection (ORHP) and advised that she has not received a call from the [redacted] to schedule an appointmentORHP called [redacted] and they advised us that they can provide service the following day The Plan Holder was advised of the appointment by the Call Center Supervisor, Ms [redacted] , however, the Plan Holder declined the appointment and requested to cancel the service request and her PlanMs [redacted] transferred the Plan Holder to the Plan cancellation recording that provides the Plan Holder the steps to take to request cancellation ORHP values Ms [redacted] as a customer, and we hope that she would realize the value of the Plan and the many benefits it providesIf Ms [redacted] still wishes to cancel her Plan, please advise her to mail a written request to the address below, fax the request to [redacted] , or email the request to [email protected], and the Plan will be cancelled in accordance with the terms and conditions of the Plan Old Republic Home Protection [redacted] Sincerely, [redacted] Plan Compliance Manager Old Republic Home Protection Initial Consumer Rebuttal / [redacted] (3000, 7, 2016/01/21) */ (The consumer indicated he/she DID NOT accept the response from the business.) The provider advised that someone was suppose to contact me the following, which no on hasThe rep advised that they had contacted the services tech and no one has called me for over hours on my washer Final Business Response / [redacted] (4000, 23, 2016/02/03) */ Ms [redacted] , Upon further review of the file and the circumstances that occurred, Old Republic Home Protection has waived the $Trade Call Fee, and will reimburse Ms [redacted] the $cost to repair her clothes washerShe should receive the check within days Sincerely, [redacted] Plan Compliance Manager Old Republic Home Protection Final Consumer Response / [redacted] (2000, 25, 2016/02/04) */ (The consumer indicated he/she ACCEPTED the response from the business.) Thank you!

Initial Business Response / [redacted] (1000, 5, 2014/10/23) */ Please refer to this letter that addresses this same issueThank you October 17, Mr [redacted] Ct [redacted] CA XXXXX Re: CSB-XXXXXXX Plan # XXXXXXXX Dear Mr [redacted] , We are in receipt of a letter from the California Department of Insurance to review the denial of coverage for your outdoor cooktop 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: A) Are installed for diagnosis and located within the interior of the main foundation of the home and garage (inside the load-bearing walls of the structure)Systems or appliances located on the exterior or outside of the home (including porch, patio, etc.) are not covered " We apologize 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 you have any questions, please contact us at XXX-XXX-XXXX for assistance Sincerely, [redacted] Claims Manager Old Republic Home Protection Phone: XXX-XXX-XXXX x ***@orhp.com Initial Consumer Rebuttal / [redacted] (3000, 7, 2014/10/24) */ (The consumer indicated he/she DID NOT accept the response from the business.) we do not accept their response Because of misleading advertisement at their websiteTheywe purchased it because of the advertisementNow we have problem with our cooktopnowhere on their website: www.orhp.com/index.cfm?go=requestService indicated that our cooktop is not cover therefore, we went ahead and paid another $to request service for our cooktop we would like to have their website to be indicating clearly so that other people will not be victimized by their website advertisementFurthermore, we would like them to warranty our cook top or refund our $ Thank you Final Business Response / [redacted] (4000, 9, 2014/10/29) */ Ms [redacted] , Please inform [redacted] that as a gesture of goodwill, we have waived the $Trade Call Fee If Mr [redacted] has any questions, please inform him to contact us at XXX-XXX-XXXX for assistance Sincerely, [redacted] Claims Manager Old Republic Home Protection Final Consumer Response / [redacted] (4200, 11, 2014/10/31) */ (The consumer indicated he/she DID NOT accept the response from the business.) we would like our cook top/kitchen appliance to be fixed as it is cover under warranty: The homes major systems and appliances' when they fail due to wear and use, including: Heating and air conditioning systems Plumbing Electrical systems Kitchen appliances Much more! we were denied from service of the home protection insurance that we purchased from Old Republic home protection company we have purchased the deluxe home protection insurance with Old Republic according to their advertisement on the website plan:www.orhp.com/index.cfm?go=homeowners.viewPlanPDF&file=CA_4%2E2_Brochure%2Ep...⇄ plan number: XXXXXXXX purchase date: September 2, we purchased it because of the advertisementNow we have problem with our cooktopnowhere on their website: www.orhp.com/index.cfm?go=requestService indicated that our cooktop is not cover

We got our ORHP through our realtor during our home purchaseWe had no knowledge of the company beforehandORHP has been wonderfulEven the repairmen who come out to the house talk about how ORHP is the best around We are now nearing our renewal time, and I found out ORHP won't renew us They won't give a reason and there is no appeal processThis is my only complaintThe phone agent and her supv kept repeating, "its in the contract, at our discretion..." I get that, but I don't understand them not giving us any feedbackIs our house too old (1976)?, if so, why did they accept our contract last Oct?, did we use it too many times during this first year?, I don't knowAnd I was told our address will never be eligible again I see many warranty co's dont cover pre-existing issuesORHP never denied one of our service request and our house is nothing but pre-existing issues due to its ageI will still recommend ORHP, but I will definitely warn people of this issue

Initial Business Response / [redacted] (1000, 5, 2015/03/13) */ Ms [redacted] Revdex.com Re: Plan XXXXXXXX Dear Ms [redacted] , Regarding the renewal status of the Plan, and the request for service for the air conditioner; I have reviewed the file and confirmed that Ms [redacted] spoke with a couple of my associates on March 11, 2015, and the Plan fee was paid in full, and service was dispatched to an Independent Network Service Provider for the air conditioner Old Republic Home Protection values Ms [redacted] as a customer, and we look forward to the opportunity to provide her, and her tenants, the level of service they want and deserve Please extend our sincere apologies to Ms [redacted] for the circumstances outlined in her letter, and if she has any questions, to contact us at XXX-XXX-XXXX for assistance Sincerely, [redacted] Claims Manager Old Republic Home Protection

Initial Business Response / [redacted] (1000, 5, 2015/03/10) */ Ms [redacted] Revdex.com Re: Plan XXXXXXXX Dear Ms [redacted] , Regarding the denial of coverage for a mainline stoppage, and Mr [redacted] 's request to waive the Trade Call Fee; I have reviewed the file that indicates the plumber diagnosed there was a mainline stoppage; however, he was unable to provide service since there was no ground level cleanout at the home which was necessary to properly clear the stoppage Please refer to page of the Plan under Plumbing Coverage that states: "Drain Line Stoppages which can be cleared through an accessible, existing ground level cleanout (main line) or removable p-trap (branch line) with sewer cable; including hydrojetting if stoppage is unable to be cleared with cable Not Covered: Access to Drain Lines from vent; removal of toilet; and costs to locate, access or install a ground level cleanout." With regard to 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." 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 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 [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, 2015/03/12) */ (The consumer indicated he/she DID NOT accept the response from the business.) Old Republic's response states that the plumber diagnosed the mainline stoppageThe plumber did nothing of the sortThey spent a few minutes at my house, most of which was on the phone with Old Republic discussing if they would be allowed to do the workThey were not and leftThey didn't require a service fee as any other provider would have because they knew they hadn't done any workTrade workers come out all of the time to look at an issue without knowing if they have the jobI guess that is what I should have done in this case instead of actually trying to use my very expensive home warranty Final Business Response / [redacted] (4000, 9, 2015/03/16) */ Ms [redacted] , Please extend our apology to Mr [redacted] as expressed in our previous responseRegarding the Trade Call Fee; it is standard in the home warranty industry to require a payment of a Trade Call Fee due regardless if the service is coverd or denied If Mr [redacted] has any additional information regarding the diagnosis by the plumber that he believes should be considered, please inform him to forward it to me for review Sincerely, [redacted] Old Republic Home Protection

Revdex.com RE: Plan # Dear Mr [redacted] l, 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] 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 Providers and individuals involved, ensuring they understand the result of their actions and comments I have reviewed the file that indicates the technician from [redacted] HVAC diagnosed the air conditioner evaporative coil has failed, and the condenser and evaporative coil require replacementIn order to complete the installation of the new equipment, there is a cost of $1,to bring the system in compliance with HVAC code, and $in costs to modify the new system to be compatible with the existing equipmentThe total cost for code and modification costs is $1,The Plan provides $of coverage toward suchcosts, which leaves a balance of $1,which Mr [redacted] would be responsible to pay Please refer to page under Ultimate Protection that states: “10) Other Enhanced Coverage included in Ultimate Protection: When required to render a covered repair or replacement, we will: Provide up to $per Plan to correct code violations.” Also, please refer to page of the Plan under Permits and Other Fees that states: “PERMITS AND OTHER FEES: AYou may be responsible for the payment of additional fees not covered according to the terms and conditions of the PlanThese fees may include, but are not limited to: The cost of permits and code upgrades The cost of construction, carpentry or other modifications made necessary by existing or installing different equipment.” According to the file, my associate Ms***, left Mr [redacted] a message on June 16, to determine if he will agree to pay the non-covered costs, and advise him if does not wish to pay the non-covered costs, that we will provide him a settlement of $2,247, which represents our cost for the covered portion of the repair Please advise Mr [redacted] to contact Ms [redacted] at [redacted] to discuss a resolution of his service requestIf Ms [redacted] does not hear from Mr [redacted] by June 30, 2016, we will process the settlement, and he should receive the check within days from that date 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 may be less than retailWe are not responsible for work performed once you accept cash in lieu of service.” Please extend our sincere apologies to Mr [redacted] that the terms and conditions of the Plan do not provide coverage for all of the costs necessary to complete the installation of the air conditioner equipmentWhile 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 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] Plan Compliance Manager Old Republic Home Protection

Initial Business Response / [redacted] (1000, 5, 2014/04/28) */ Ms [redacted] Revdex.com Re: Plan # XXXXXXXX Dear Ms [redacted] , Regarding the service request for the water heater; 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 Based on the information you 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 According to the file, my associate, Ms [redacted] , has confirmed the replacement of the water heater has been completed, and ORHP has agreed, strictly as a goodwill gesture, 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] (3000, 7, 2014/04/29) */ (The consumer indicated he/she DID NOT accept the response from the business.) I would like a full refund of the policy cost because although the service was eventually provided it required a tremendous amount of effort on my partAdditionally, the level of service that I received was not acceptable by any standardI was actually told by a manager there to do what I felt I needed to do as she did not want to work with me in resolving the issue Final Business Response / [redacted] (4000, 11, 2014/05/05) */ Ms [redacted] , Please inform Ms [redacted] that Old Republic Home Protection dispatched a work order to T&L Plumbhing today to schedule an appointment to diagnose why she is not getting hot water in her upstairs bathroomIf she does not hear from T&L by tomorrow morning, please inform her to call them at XXX-XXX-XXXX to schedule an appointment If she has any questions, she can contact our Customer Service Department at XXX-XXX-XXXX for assistance Best regard, [redacted] Claims MManager Old Republic Home Protection Final Consumer Response / [redacted] (4200, 16, 2014/05/09) */ (The consumer indicated he/she DID NOT accept the response from the business.) Old Republic did not fix anythingI contacted T&L Plumming on my ownThey scheduled a time as first appointment this morning and it is almost 9:and they're still not here

Initial Business Response / [redacted] (1000, 7, 2015/02/25) */ Ms [redacted] Revdex.com Re: Plan # XXXXXXXX Dear Ms [redacted] , Regarding the service request for the heating system; on behalf of Old Republic Home Protection (ORHP) and its employees, please extend our sincere apologies for the circumstances outlined in 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 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, 2015/03/16) */ Ms [redacted] Revdex.com Re: Plan XXXXXXXX Dear Ms [redacted] , Regarding the denial of coverage for the oven, and payment of the Trade Call Fee (TCF); I have reviewed the file that indicates that the Plan Holder informed us that the control board for the oven was defective prior to the effective date of the Plan, and their attempted repair of the control board failed to correct the malfunction With regard to payment of the TCF; the TCF is due whether the service 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: 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." "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." Please extend our sincere apology to Mr [redacted] 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 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, 2015/03/17) */ (The consumer indicated he/she DID NOT accept the response from the business.) That is absolutely not trueThe control board failed AFTER the effective date of the planWe attempted to have it fixed at our expense knowing that dealing with the warranty company would make me want to shoot myselfWhen the initial repair did not completely resolve the issue, we filed a claim with the warranty companyThey knew full well the failure came during plan coverage, and denied the claim due to our intial attempt to fix itThat's a completely ridiculous loophole, as it was to their benefit that I tried to resolve the issue without filing a claimI'm an honest person, and I would not "nickel and dime" a warranty company, my feeling was that it was for bigger issuesMy wife and I actually discussed prior to calling a repair company, we'll just pay this out of pocket, and if for some reason that doesnt' fix it, we'll file a claim with the warranty company Further, this company has TERRIBLE reviews onlineGoogle themYelp, consumeraffairs.com, etcCheck out their Facebook page, which gets multiple complaints per dayThey leave some of the, but who knows how many they deleteThey deleted my complaint and blocked me from posting on their pageHow honest is that? This company is a bunch of scammersThey ahve it rigged so they take your money and never pay outTHe Revdex.com should not allow this Final Business Response / [redacted] (4000, 9, 2015/03/18) */ Dear Ms [redacted] , Regarding the service request for the oven; I reviewed the file and agree that we were made aware, after our Service Provider arrived at the home, that the Plan Holder had hired an Out-Of-Network Contractor (OONC) to repair the oven; either the repair was done improperly or was misdiagnosed by their OONCSince it would be impossible to determine the original cause of failure after they had their own OONC attempt repair, coverage is deniedI suggest they address the failure of the oven with the company they hired; I believe most appliance companies will guarantee their repair for a minimum of days In addition, the file indicates that the Plan was cancelled by Mr [redacted] 's Realtor on March 10, 2015, and they have chosen a different home warranty provider for their homeMaybe they will agree to address the failure, even though one of their network Servcie Providers did not attempt the recent repair Sincerely, [redacted] Claims Manager Old Republic Home Protection Final Consumer Response / [redacted] (4200, 11, 2015/03/23) */ (The consumer indicated he/she DID NOT accept the response from the business.) More lies and denialsIf it failed during coverage, it doesn't matter what the original cause of failure was, it failed and it should be coveredAgain, my attempt to repair by paying myself was only to their benefit as they [redacted] have avoided a claim altogether They are pros at scamming people, you can tell they have their process all worked out It's wrong And you're [redacted] right I cancelled that plan and moved to a different companyAnd I'm going to do everythign in my power to make sure the entire Real Estate agency changes providersThe only way they will change is if it becomes more costly to deny a valid claim than to pay it like they should

Initial Business Response / [redacted] (1000, 6, 2014/03/05) */ Ms [redacted] Revdex.com Plan XXXXXXXX Dear Ms [redacted] , Regarding the service request for the septic system; I have reviewed the file and my associate, Ms [redacted] has been in contact with Nr [redacted] to resolve his request for service If Mr [redacted] has any additional questions, please inform him to contact Ms [redacted] at XXX-XXX-XXXX ext [redacted] for assistance Sincerely, [redacted] Claims Manager Old Republic Home Protection Initial Consumer Rebuttal / [redacted] (3000, 8, 2014/03/05) */ Company called the same day I filed and after review have decided to reimburse meSaid I should receive check in about daysThank you for your help

Initial Business Response / [redacted] (1000, 5, 2014/09/12) */ Ms [redacted] Revdex.com Re: Plan # XXXXXXXX Dear Ms [redacted] , Regarding the service request for the shower valve and hot water dispenser; 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 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 I have left a message for Ms [redacted] to contact me so I can provide her authorization to have her Out-Of-Network Contractor (OONC) complete the repair of the shower valve, and to submit the invoice to me for reimbursementIn addition, please inform Ms [redacted] to obtain an estimate from her OONC for the replacement of the hot water dispenser and submit the diagnosis and estimate to me for review 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, 2014/09/15) */ (The consumer indicated he/she DID NOT accept the response from the business.) Sent by email to Mr [redacted] at [redacted] @ORHP.com at 5:24pm on 9/15/ Mr [redacted] - Thank you for your voice message todayI am resending the notes from one of your contracted plumbers (Royco) that should already be on file from 8/12/and from American Leak Detection (sent by email to ORHP on 8/18/14) describing the leak/dysfunction from the on demand hot water heaterI am also attaching photos of it to this emailI am open to either reimbursement of replacement of the unit I have requested an invoice with the parts and installation charge for the shower mixing valve/knob and will forward that to you when I get it My concern regarding the multiple plumbing companies that came and went is that there seems to be no incentive for them to be conscientious, timely, or follow through on any actual problem-solvingEach signs off the case when it's going to require more than a quick fix that can be completed on the first visitThen the case is assigned by ORHP to another company that does exactly the same and so on for weeks on endFrom speaking with the customer service personnel over and over again at Old Republic, they seemed to be satisfied as long as the case was assigned to "a" contracting company and did not seem to care or look at the number of times the baton had already been passed or the number of weeks that had gone by since the service request had been initiatedThey would just say, "we have to wait for a response from 'x' contracted company" regardless of the amount of time the work order had been assigned to the companyThe customer cares about the problem being fixedIs there a way that end point (fixing the problem) can be built into the way that customer service and contractors are rewarded/measured rather than just for "assigning" the work order over and over again and a new contracting company just "showing up" over and over again without a problem ever getting solved? Thank you, [redacted] Final Business Response / [redacted] (4000, 9, 2014/09/17) */ Sent to Ms [redacted] September 16, Ms [redacted] , Regarding the shower valve and hot water dispenser; as agreed upon in previous correspondence, once I receive a copy of the invoice for the replacement of the shower valve, I will process and mail you reimbursementReimbursements are mailed within ten business days of receipt As for the hot water dispenser; thank you for the information regarding the diagnosisPlease provide me an estimate from your Out-Of-Network Contractor for my reviewIf the estimate is within acceptable pricing for the area, I will approve for your contractor to complete the repair, and I will reimburse you the authorized amountPlease email the estimate directly to me, and reference your Plan number If you have any questions, please contact me at your convenience Best regards, [redacted] Claims Manager Old Republic Home Protection

Turned out my a/c was improperly installedThis caused additional condensation causing a leak in my atticMy warranty states I am protected from improper installs as long as the issue is to make system work correctly but not covered if is causes the system to "fail"Turns out, the warranty is wrongSince there is a leak and a/c is technically working, I am not coveredHowever, if the leak creates more issues causing the system to fail, I am coveredReally????? I had three reps contradict themselves several timesIn fact, none could answer my hypothetical question "if improper install, when is it covered?"Save your money as they will find loopholes and technicalities to avoid covering your issue

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 water heater; 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 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 water damaged allegedly caused by the delay completing the service request; please refer to page of the Plan titled Limitations of Liability under General Exclusions 4.Dand Ethat states: "We 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 We are not responsible for a Service Provider's neglect or delay; or their failure to provide service, repair or replacement; nor are we responsible for any delay in service or failure to provide service caused by conditions beyond our control, such as parts on order or labor difficulties." However, as a result of the circumstances outlined in Ms [redacted] 's letter, ORHP has agreed as a gesture of goodwill, to refund Ms [redacted] the $Trade Call FeePlease advise Ms [redacted] the refund has been processed, and a check will be mailed to her within the next ten business days We apologize the terms and conditions of the Plan do not provide coverage in this situationWhile the intent of ORHP is to provide as much coverage as possible, the Plan is not all inclusive and there are limitations which are standard in the home warranty industry 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 Business Response / [redacted] (4000, 9, 2016/01/05) */ Ms [redacted] Revdex.com RE: Plan # [redacted] Dear [redacted] , Regarding the service request for the refrigerator, and the alleged damage caused by the Independent Network Service Provider (***); on behalf of Old Republic Home Protection (ORHP) and its employees, please extend our sincere apologies for the circumstances outlined in Mr[redacted] letter ORHP, like other home warranty companies, uses [redacted] 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 the alleged damage caused by the ***; my associate, Ms [redacted] , Contractor Relations Supervisor, will review Mr[redacted] file and provide him assistance resolving this situation with the Service ProviderIf Mr[redacted] has any questions, please advise him to contact Ms [redacted] at 800- [redacted] Ext***, or her manager, Ms [redacted] at 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] Plan Compliance Manager Old Republic Home Protection Initial Consumer Rebuttal / [redacted] (4200, 11, 2016/01/07) */ (The consumer indicated he/she DID NOT accept the response from the business.) My follis summarized below: During the first conversation, the agent from Old Republic Home Protection gave me a phone number of the insurance company, which I was told to contactBut, the phone number is not avaiable in my area During the second conversation, the agent gave me another phone number, which turned out to be an auto insurance companyBut, the complaint I filed is about home service When I talked with Old Republic for the third time, the agent gave me a simply answer: they can do nothing Bottom line: stay away from Old Republic if you want to have a good life Final Business Response / [redacted] (4000, 17, 2016/01/12) */ [redacted] , It is unclear to me what Mr[redacted] is referring to so I will email him a copy of the General Liability Certificate which will list the information needed to file a claimIf Mr[redacted] has any further questions, please advise him to contact the Contractor Relations Manager, Ms[redacted] at 800- [redacted] Ext *** thank you [redacted] Plan Compliance Manager Final Consumer Response / [redacted] (4200, 20, 2016/01/13) */ (The consumer indicated he/she DID NOT accept the response from the business.) Dear [redacted] , Please kindly be advised that I already submitted my response last nightAll I want to repeat is that it is the responsibility of Old Republic to compensate for the damage because the technician is contracted with Old Republic and he came to my house fully due to Old Republic's arrangement Thanks,

Initial Business Response / [redacted] (1000, 5, 2014/11/03) */ Ms [redacted] Revdex.com Re: Plan # XXXXXXXX Dear Ms [redacted] , Regarding the Plan eligibility for renewal; I have reviewed the file and determined the Plan is eligible for renewalAccording to the file, my associate Ms [redacted] has spoken with Mr [redacted] and informed him that his Plan can be renewed, and he advised Ms [redacted] that he will contact Old Republic Home Protection at a later date if he decides to renew the Plan If you have any questions, please contact me at your convenience Sincerely, [redacted] Claims Manager Old Republic Home Protection

Ms [redacted] Revdex.comRE: Plan # [redacted] Dear Ms [redacted] , Regarding the service request for the heat pump, and [redacted] request to cancel his Plan; on behalf of Old Republic Home Protection (ORHP) and its employees, please extend our sincere apologies for the circumstances outlined in [redacted] letterI 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 individuals involved, ensuring they understand the result of their actions and commentsI have reviewed the file that indicates the technicians from [redacted] Mechanical and Accent Air both diagnosed the evaporative coil is dirty and requires cleaning, and the blower fan motor failed as the result of a lack of cleaning, and not from wear and usePlease refer to page of the Plan that states:"We will provide service for covered systems or appliances which malfunction, and arereported, during the term of the Plan that:C) Have become inoperable due to wear and use (including rust, corrosion, andchemical or sediment build-up), after the effective date of coveragePre-existingconditions are not covered.Also, please refer to page of the Plan that states:"GENERAL LIMITATIONSTHIS PLAN DOES NOT COVER:BRoutine maintenance or cleaning." Please extend our apologies 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 industryIf Mr [redacted] still wishes to cancel his Plan, please advise him to mail a written request to ORHP, fax the request to 877- [redacted] , or email the request to [redacted] .com, and the Plan will be cancelled according to the terms of cancellation noted on page of the PlanORHP 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 customersBest regards, [redacted] Plan Compliance ManagerOld Republic Home Protection

Initial Business Response / [redacted] (1000, 5, 2015/04/08) */ Ms [redacted] Revdex.com Re: Plan XXXXXXXX Dear Ms [redacted] , Regarding the cancellation of the Plan; 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 issues 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, our Accounting Department has spoken with Mr [redacted] and arranged to reinstate his Plan 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, 2015/04/10) */ (The consumer indicated he/she ACCEPTED the response from the business.)

Initial Business Response / [redacted] (1000, 6, 2014/10/27) */ Re: Plan # XXXXXXXX/Revdex.com Case # XXXXXXXX In regard to the denial of coverage for the electrical floor outlets in the living room; I have reviewed the file and spoken to the electrician who diagnosed the failure of the two floor outlets as not the result of the wear and useHe advised his meter cannot detect any power going to these outlets and he cannot locate the wires for the outlets and believes that when the home was remodeled, the wiring to the affected outlets was either cut or disconnected Please refer to the ABC'S OF COVERGAE that states: "We will provide service for covered systems or appliances which malfunction during the term of the Plan that: B) Were correctly installed and working properly on the effective date of the Plan, and C) Have become inoperable due to wear and use, rust, corrosion, and chemical or sediment buiafter the effective date of coveragePre-existing conditions are not covered." In regard to the concern that the denial of coverage was based solely on statements made by our Plan Holder as to whether if or when the outlets ever worked for her; while pre-existing conditions are not covered by the Plan, the diagnosis indicates the failure is not the result of wear and use As for our Plan Holders' concern that this denial is related to or is the result of a prior service request for the refrigerator; we would like to assure our Plan Holder that we apply coverage to each service request based only the terms and conditions of the Plan as it pertains to that specific service request and not in regard to any other unrelated service request While 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 industryWe extend our sincere apologies the Plan terms do not provide coverage in this situation and we hope we can be of service in the future If our Plan Holder has any additional information they believe should be considered, they may forward it for my review Sincerely, [redacted] Claims Manager Phone: X-XXX-XXX-XXXXX ***@orhp.com Initial Consumer Rebuttal / [redacted] (3000, 8, 2014/10/30) */ (The consumer indicated he/she DID NOT accept the response from the business.) First in response to discussion about the remodel, the remodeling was done years prior to us purchasing the home and has nothing to do with the floor outlets no longer workingAgain, the inspection acknowledges them as working at the time of procession, the previous owner states they were working and I used them to vacuum when I moved inIn addition if there were a way to upload a photo, I have a few that shows lamps that are plugged in to those outlets and working as recently as the month we purchased the warrantySo regarding the ABC's of the warranty, A: Electric is a covered system B: The warranty was purchase and in place at the time of the malfunctionAnd C: The Appliance repair man ( not convinced he was a qualified much less licensed electrician) had no clue what the problem was, so I am puzzled about how he could come to the conclusion that it was "pre-exisisting"In fact since the inspector and well as the Real estate agent who sold the home (and BTW convinced us that we should buy a warranty through ORHP) both attest to the fact that the outlets were in working order at the time of purchaseIt is obviously that the repair person that was sent doesn't have the knowledge to solve this issue and someone else needs to assess the situationThere has to be a reason why they were working and now they are notThe bogus excuse that ORHP and their vendor are using about the remodel, is just what I said, bogusEverything was in perfectly good working order at the time the warranty was purchasedDo the right thing and send a qualified electrician to my house to resolve this issue Final Business Response / [redacted] (4000, 10, 2014/10/31) */ Ms [redacted] , Please inform Ms [redacted] that Old Republic Home Protection has agreed to dispatch a different Independent Network Service Provider (All City Electric) to provide a second opinion regarding the cause of failure of the outlets All City Electric will contact Ms [redacted] to schedule an appointmentPlease advise Ms [redacted] that their phone number is XXX-XXX-XXXX if she wishes to contact them directly If Ms [redacted] has any questions, please inform her to contact us at XXX-XXX+ [redacted] for assistance Sincerely, [redacted] Claims Manager Old Republic Home Protection