Old Republic Home Protection Company

[redacted] Revdex.com RE: Plan # [redacted] Dear [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 [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 [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 According to the file, my associate, [redacted] , has been assigned to review the file and provide assistance to resolve the service request [redacted] left a message for [redacted] on September 8, 2016, and will follow up to ensure the service request is resolved in a timely mannerPlease advise [redacted] to contact [redacted] at [redacted] Ext [redacted] at her earliest convenience ORHP values [redacted] as being our customer for over years, and we appreciate her 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, 2015/01/15) */ Ms [redacted] Revdex.com Re: Plan XXXXXXXX Dear Ms [redacted] , Regarding the service request for the shower valve; 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 Please advise Mr [redacted] to provide me a copy of the diagnosis and invoice for the replacement of his shower valve for my review 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, 2014/08/25) */ Ms [redacted] Revdex.com Re: Plan XXXXXXXX Dear Ms [redacted] , Regarding the denial of coverage for the pool pump, and payment of the Trade Call Fee; I have reviewed the file and according to the ***, the technician from Green Crystal Clear Pool, there was an epoxy material on the pump that indicates someone had attempted to repair a leak however the pump is still leaking waterAccording to [redacted] the use of epoxy to repair a leak on a pool pump is not a proper repair, and the pool pump should have been replacedFrom our understanding, the Plan Holder was not aware of the repair, so we can only assume it occurred prior to the effective date of coverage, [redacted] Please refer to page of the Plan under Limitations of Liability 1.Ethat states: "This Plan does not cover: EImproper repair/installation/modification of the covered item." With regard to the Trade Call Fee; the Trade Call Fee is due whether service is covered or denied 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 Mr [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 Mr [redacted] has any additional information he believes should be considered, please inform him to forward to me for review Sincerely, [redacted] Claims Manager Old Republic Home Protection

Initial Business Response / [redacted] (1000, 5, 2014/06/25) */ Ms [redacted] Revdex.com Dear Ms [redacted] , I am unable to locate the property address or Plan with the information provided by Mr [redacted] Please ask MrMr [redacted] to provide me his Plan number and I will review his file and provide him assistance Sincerely, [redacted] Claims Manager Old Republic Home Protection Initial Consumer Rebuttal / [redacted] (3000, 7, 2014/06/26) */ (The consumer indicated he/she DID NOT accept the response from the business.) plan # XXXXXXXX n e orem ut XXXXX Absolute Peace of Mind? Budget Protection? I EXPECT YOU TO PROVIDE THE COVERAGE YOU SOLD ME Final Business Response / [redacted] (4000, 9, 2014/06/30) */ Ms [redacted] , Please inform Mr [redacted] I have reviewed his file and I have agreed to dispatch a different Independent Network Service Provider to provide their opinion with regard to the cause of failure of the air conditioner; there will be no additional Trade Call Fee for the second opinion Please inform Mr [redacted] the Service Provider will contact him no later than Tuesday, July 1st to schedule the appointment If he has any questions, please advise him to contact me at ext [redacted] Sincerely, [redacted] Claims Manager Old Republic Home Protection Final Consumer Response / [redacted] (4200, 11, 2014/07/03) */ (The consumer indicated he/she DID NOT accept the response from the business.) I have already paid to have the AC fixedThis is a rental house and I cannot wait around for your company to dance around so you can appear as you are trying to provide customer serviceI Paid nearly $to have this fixedI am not a technician I am a landlordI was hopeful your insurance would offer some protectionYour technician did call but the unit had already been fixedIF you wish to help with the cost of this repair that would go a long way to making me feel better about your companyAs it sits right now your service has cost me extra diagnosis fee and the inconvenience of waiting around for you to do what I paid for you to doSend me a check

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 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 Provider and individuals involved, ensuring they understand the result of their actions and comments As a result of the circumstances that occurred, ORHP has agreed to provide Mr [redacted] the balance of the compressor replacement estimate, and a check for $1,will be mailed to him 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, 2014/10/02) */ (The consumer indicated he/she ACCEPTED the response from the business.) The response from ORHP is acceptable and appreciated Thank You Consumer Response / [redacted] (3000, 12, 2014/11/05) */ Case#XXXXXXXX Old Republic Home Protection response from Mr [redacted] was accepted in hopes that he would honor his promise to compensate us a total of $To date we have not received anything from Old Republic Home Protection Business Response / [redacted] (4000, 14, 2014/11/06) */ Dear Ms [redacted] , Regarding the reimbursement check; I have reviewed the file and the check was mailed on October 1, 2014, and mailed to the property address we have in our computer system; [redacted] St., [redacted] , LA Please advise Mr [redacted] if there has been a change of address, to please inform me and I will re-issue the check Sincerely, [redacted] Old Republic Home Protection Business Response / [redacted] (-10, 15, 2014/11/06) */ Dear Ms [redacted] , We contacted our bank and they informed us that the check cleard on October 9, Please inform our Plan Holder to contact me if they did not cash the check, and I will obtain a copy of the cashed check from our bank Thank you Sincerely, [redacted] Old Republic Home Protection Consumer Response / [redacted] (2000, 17, 2014/11/10) */ (The consumer indicated he/she ACCEPTED the response from the business.)

Initial Business Response / [redacted] (1000, 5, 2014/07/24) */ 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 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 After a review of the file, ORHP has agreed, strictly as a matter of goodwill, to reimburse Mr [redacted] the $Trade Call FeeThe reimbursement has been processed 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

We recently purchased a house and our agent bought a policy through ORHP for us It was due to be paid for in closing Well, months have gone by and my hot water tank is leaking I call to see if this will be covered and was asked for my policy number After reviewing what is and is not covered with the phone rep it was determined that it should be eligible for repair/replacement I was transferred to submit a claim I was asked a few questions and AFTER I explained the issue I was told that the policy was never paid for and the hot water tank would NOW be considered PREEXISTING CONDITION! Apparently there was a mis-communication between my agent and escrow on how it was going to be paid for, however ORHP never emailed, called or contacted anyone about the issue, including MEI have the receipt of the policy being ordered with my info on it Not like they don't know where I live! Then when I call, they fail to tell me that it was not effective until after I explain the issueThey basically suckered me into telling them what was wrong so now I cannot get a new water tank Not very ethical! My agent called right away and paid for policy but that was not good enough for ORHP Now a day wait period and no coverage for tank Apparently they do not need his money because they would not budge even when he told them to fix this or he was going elsewhere for now on Every house he sells gets a homeowner warranty So needless to say we have requested an immediate refund and will buy a similar policy through someone else, hopefully a more ethical company He will no longer be buying from this company and I will be letting anyone else that I can know to beware and steer clear of this company

Initial Business Response / [redacted] (1000, 5, 2014/06/19) */ 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 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 you provided, I have taken personal responsibility to address the issues outlined with the Service Provider and individuals involved, ensuring they understand the result of their actions and comments According to the file, my associate, Ms [redacted] has spoken with Ms***, and she is following up to ensure the service request is completed in a timely manner If Ms [redacted] has any questions, please inform her to contact Ms [redacted] at XXX-XXX-XXXX ext [redacted] for assistance 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, 2014/06/20) */ (The consumer indicated he/she ACCEPTED the response from the business.) After contacting the regional representative the matter has been resolved to my satisfactionI appreciate the response from the parties involved in helping me settle this dispute

Initial Business Response / [redacted] (1000, 5, 2015/07/31) */ Ms [redacted] Revdex.com Re: Plan XXXXXXXX Dear Ms [redacted] , Regarding the service request placed November 14, for the refrigerator, and payment of the trade Call Fee; I have reviewed the file which indicated that Old Republic Home Protection did not receive the invoice from All City Appliance until June 10, According to their invoice the Trade Call Fee was not collected which initiated the billing process for the Trade Call Fee (i.ewe do not invoice the Plan Holder for the Trade Call Fee until we receive the invoice from the Service Provider, so can determine if it was collected)Please extend our sincere apology that we did not receive the information from the All City Appliance until seven months after they completed the repair I have attempted to contact All City Appliance several times to confirm if the Trade Call Fee was paid by Ms [redacted] ; as of today they have not responded In order to resolve this situation, and strictly as a matter of goodwill, I have removed the past due Trade Call Fee from Ms [redacted] 's fileAlso, please advise Ms [redacted] that her file reflects there are no other Trade Call Fee due If Ms [redacted] has any questions, please advise her to contact me at XXX-XXX-XXXX ext*** Sincerely, [redacted] Claims Manager Old Republic Home Protection

Contacted Old Republic for our heater not working They called out their guy for our area The guy told Old Republic on their very first report to Old Republic,which was days later-- that the heater was an improper install and would need replacement I got a call DAYS after that from Old Republic that they were denying coverage BECAUSE of the improper install I was not happy that we had to wait days total without a heater only to be denied using the excuse that they knew about on their VERY FIRST report from the company they contracted! I should have been told the very first day they got the report that it would be denied so that I could have gotten someone out to fix it

Initial Business Response / [redacted] (1000, 6, 2016/03/07) */ 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 [redacted] ' letter ORHP, like other home warranty companies, uses Independent Network Service Providers (INSP) 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 indicated on February 3, 2016, the Plan Holder spoke with Mr [redacted] Authorization Department Manager, and as a gesture of goodwill, he agreed to cover $of the non-covered costs that were necessary to install the heating unit According to the file, on February 9, 2016, my associate Ms [redacted] , spoke with the Plan Holder and confirmed that the equipment was installed and functioning as designed With regard to Mr [redacted] request for additional compensation; ORHP is not responsible for any alleged delay or neglect as a result of service provided by an INSP or delays caused by a Plan Holder's desire to reduce their out-of-pocket costsOur gesture of goodwill was a clear indication of our willingness to assist Mr [redacted] with the non-covered costs as a result of the circumstances that occurred Please refer to page of the Plan titled Limitations of Liability that states: "GENERAL EXCLUSIONS: EWe 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." If Mr [redacted] has any questions, please advise him to contact me at XXX-XXX-XXXX Ext Sincerely, [redacted] Plan Compliance Manager Old Republic Home Protection Initial Consumer Rebuttal / [redacted] (3000, 8, 2016/03/22) */ (The consumer indicated he/she DID NOT accept the response from the business.) Old Republic was negligent in its hiring of contractorsIf Old Republic had taken the time to properly interview and screen its contractors, contractors would not have come to my home without the proper equipment to test for Carbon Monoxide For the record, if it was for ME testing for Carbon Monoxide detector, the Carbon Monoxide would NEVER have been discoveredSince each contractor did not have Carbon Monoxide equipment, neither of them tested for it Again, Old Republic is negligent in it hiring of contractorsIf I did not have carbon monoxide equipment, my family would have been further exposed to Carbon Monoxide Old Republic must be held accountable for hiring negligent contractors I provide the following information to [redacted] via email on Tuesday, March, 22, 2016, via email Mr [redacted] , My wife and I understand your defense that you cannot be held accountable for "negligence" of the work or lack of work by your contractors, I believe you are missing the point we are trying to make We are making the point that Old Republic was negligent in its HIRING of contractorsTwo (2) contractors you sent to my home were not equipped with ANY carbon monoxide equipmentDue to you hiring contractors who did not have sufficient equipment, my family was exposed to carbon monoxide for a longer period than neededSending contractors within a week period who both did not have proper equipment shows a pattern that Old Republic was negligent in its hiring of contractors For the record, I am the one who found the carbon monoxide leak with MY carbon monoxide detectorIf not for my diligence and quick thinking, we would not have been able to find the carbon monoxide leak My wife and I are willing to drop both complaints if we can come to some form of addition financial compensationDue to our previous letter, and the aforementioned information, a $credit does not merit enough of a "gesture of goodwill." If you want to arrange a phone call, please let me know Thanks and I look forward to hearing from you Final Business Response / [redacted] (4000, 11, 2016/03/23) */ Dear Ms [redacted] , Regarding the service request for the furnace; as expressed previously, we apologize for the circumstances that occurredOld Republic Home Protection, like other home warranty companies, dispatch independent companies to provide serviceThere is no agent/agency relationship in this process, and like other home warranty companies, we are not responsible for any alleged neglect or delays as the result of service provided If Mr [redacted] wishes to discuss this further, he can contact me at XXX-XXX-XXXX Ext Sincerely, [redacted] Plan Compliance Manager Final Consumer Response / [redacted] (4200, 13, 2016/04/01) */ (The consumer indicated he/she DID NOT accept the response from the business.) As stated before, my wife and I are making the point Old Republic was negligent in its HIRING of contractorsTwo (2) contractors sent to my home were not equipped with ANY carbon monoxide equipment Due to Old Republic hiring contractors who did not have sufficient equipment, my family was exposed to carbon monoxide for a longer period than neededSending contractors within a week period who both did not have proper equipment shows a pattern that Old Republic was negligent in its HIRING of contractors For the record, I am the one who found the carbon monoxide leak with MY carbon monoxide detectorIf not for my diligence and quick thinking, we would not have been able to find the carbon monoxide leakIf I had not found the leak, no service on our heater would have been done Old Republic's offer of a "gesture of goodwill" for $is insulting and does not show they want to take any responsibility for their hiring practices Old Republic's defense that they cannot be held liable for a contractor's negligent in service provided does not apply to our complaintAs stated previously, we are talking about negligent hiring practices by Old Republic

Initial Business Response / [redacted] (1000, 5, 2015/04/03) */ Ms [redacted] Revdex.com Re: Plan # XXXXXXXX Dear Ms [redacted] , Regarding the service request for the sprinkler 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 I assure you, ORHP employees value the trust each of our Plan Holders place in us to resolve their service request in a timely and professional manner and when this does not occur, steps are taken to review what went wrong and implement improvement Based on the information you provided, I have taken personal responsibility to address the issues outlined with the individuals involved, ensuring they understand the result of their actions and comments Please advise Mr [redacted] that the check for $for the reimbursement of sprinkler system repairs has been processed, and the check will be mailed 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] (3000, 12, 2015/04/27) */ ORHP agreed for a refund check of $Their response indicates that the check will be mailed in business days It has been business days now and I have not received the check Final Consumer Response / [redacted] (3000, 17, 2015/04/29) */ (The consumer indicated he/she DID NOT accept the response from the business.) ORHP responded to this complaint on 04/03/that the check would be mailed in business daysIt has been business days and I have not received the checkI need the tracking number to track the check Final Business Response / [redacted] (4000, 19, 2015/04/30) */ Ms [redacted] , Please inform Mr [redacted] that I had the check re-issued yesterday and it was mailed through the USPS; there is no tracking number to provide himIf he does not receive the check by [redacted] 6th, 2015, please advise him to contact me at XXX-XXX-XXXX ext [redacted] Thank you Sincerely, [redacted] Claims Manager

Initial Business Response / [redacted] (1000, 5, 2014/02/14) */ Ms [redacted] Revdex.com RE: Plan # XXXXXXXX Dear Ms [redacted] , Regarding the service request for the shower valve; 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 Please inform Mr [redacted] to provide me a legible copy of the diagnosis, and repair invoice, from his independent contractor for my review 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 regard, [redacted] Claims Manager Old Republic Home Protection Final Consumer Response / [redacted] (3000, 7, 2014/02/24) */ (The consumer indicated he/she DID NOT accept the response from the business.) Mr [redacted] did not provide me an email address in which to send a scanned copy of my invoice Final Business Response / [redacted] (4000, 9, 2014/02/25) */ Ms [redacted] , Please provide Mr [redacted] my email address, and inform him to reference his Plan number on his email(email address: ***@orhp.com) Thank you [redacted] Claims Manager Old Republic Home Protection

Initial Business Response / [redacted] (1000, 5, 2015/03/11) */ Ms [redacted] Revdex.com Re: Plan XXXXXXXX Dear Ms [redacted] , Regarding the past due $Trade Call Fee; I have reviewed the file which indicates on September 30, 2014, our Independent Network Service Provider diagnosed that the water heater installed by Old Republic Home Protection (ORHP) in November was leaking and had to be replacedAlthough the water heater tank was under the manufacturer warranty, and there was no cost to obtain a replacement, the manufacturer did not cover the cost to install a new water heaterAs a result, ORHP covered the labor cost ($275) to install a replacement water heater 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 inform Mr [redacted] to remit the past due Trade Call Fee at his earliest convenience 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, 2015/03/13) */ (The consumer indicated he/she DID NOT accept the response from the business.) What company is the trade fee for ? Final Business Response / [redacted] (4000, 9, 2015/03/16) */ Ms [redacted] , Please inform Mr [redacted] that the Trade Call Fee is invoiced on the first service request dispatched to Veterens Plumbing, even though the service request was transferred to Alan's Plumbing; Mr [redacted] will not be invoiced for a Trade Call Fee for the service provided by Alan's Plumbing If Mr [redacted] has any questions, please inform himm to contact us at XXX-XXX-XXXX for assistance Sincerely, [redacted] Old Republic Home Protection Final Consumer Response / [redacted] (4200, 11, 2015/03/22) */ (The consumer indicated he/she DID NOT accept the response from the business.) Old republic picked veterns plumbing, when they had the records to show that in less than two years, the water heater had a manufator warranty, that was told to us by old repbulic customer service, thats why veterns didn't replace itOld replubic made the mistake which was along line of them, that they madeOld republic would not let us pick the company to come outOld republic made the mistake, not us Iam not paying for their incomponticeAlso veterns never asked for payment, becausce they didnt do the repairVeterns plumbing told us that the company that put in the water heater handle the warrantyIt took over a week for old republic to give us allens plunmbing as the installerWith luck the water heater lasted until allens replaced it.So far this is the fastest responses form old republic ever, before when we need help they did not come through Thanks

Initial Business Response / [redacted] (1000, 5, 2014/04/24) */ Ms [redacted] Revdex.com RE: Plan # XXXXXXXX Dear Ms [redacted] , Regarding the service request for the pipe leak; on behalf of Old Republic Home Protection (ORHP) and its employees, please extend our sincere apologies for the circumstances outlined in 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 Providers 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, 6, 2014/02/20) */ Ms [redacted] Revdex.com Plan XXXXXXXX Dear Ms [redacted] , Regarding the denial of coverage for the plumbing service call placed February 17th; I have reviewed the file and my associate, Ms [redacted] is reviewing the service request Old Republic Home Protection (ORHP) values Mr [redacted] as a customer, and we hope he continues to see the value of the Plan, and the many benefits it providesIf Mr [redacted] still wishes to cancel his Plan, please inform him to mail a written request to ORHP, or fax the request to XXX-XXX-XXXX, and the Plan will be cancelled in accordance with the terms and conditions of the Plan If Mr [redacted] has any questions, please advise him to contact MsRios at XXX-XXX-XXXX ext for assistance Sincerely, [redacted] Claims Manager Old Republic Home Protection

We have had Old Republic Home Warranty for just over two yearOur heater started acting up a few months after we bought our houseOld Republic would only send contractors out during the week, not the weekend, so have taken days off during the week to have someone look at our heaterTwice the contractors were a no show, and the third time they came and said they need to go look at something and never came back or contacted usNow we get a bill from a collection agency for something that was never fixedI am very disappointing and upset that a company with this poor of customer service would have an A+ rating

Initial Business Response / [redacted] (1000, 5, 2014/02/17) */ Ms [redacted] Revdex.com Re: Plan XXXXXXXX Dear Ms [redacted] , Regarding the service request for the clothes dryer; I have reviewed the file, and on February 12th, 2014, Mr [redacted] spoke to my associate, MsGomez, and he agreed to accept a cash settlement of $for the replacement of his clothes dryer I have confirmed the check is in process and will be mailed to Mr [redacted] within the next ten business days 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

Initial Business Response / [redacted] (1000, 5, 2014/03/07) */ Ms [redacted] Revdex.com RE: Plan # XXXXXXXX Dear Ms [redacted] , Regarding the service request for the pipe leak; on behalf of Old Republic Home Protection (ORHP) and its employees, please extend our sincere apologies for the circumstances outlined in Mr [redacted] 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 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 regard, [redacted] Claims Manager Old Republic Home Protection

Initial Business Response / [redacted] (1000, 5, 2014/08/06) */ Ms [redacted] Revdex.com Re: Plan # XXXXXXXX Dear Ms [redacted] , Regarding the service request for the water leak; 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 you provided, I have taken personal responsibility to address the issues outlined with the Service Provider and individuals involved, ensuring they understand the result of their actions and comments Please inform Ms [redacted] that based on the circumstances that occurred, ORHP has agreed as a gesture of goodwill, to honor her request 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, 2014/08/07) */ (The consumer indicated he/she ACCEPTED the response from the business.) Yes but it should not have required multiple phone calls and involving the Revdex.com Would like assurance that my policy is in good standing through December as I may renew then- Thank you-