Old Republic Home Protection Company

Initial Business Response / [redacted] (1000, 5, 2014/08/04) */ Ms [redacted] Revdex.com Re: Plan # XXXXXXXX Dear Ms [redacted] , Regarding the service request for the dishwasher, refrigerator, and the reimbursement request for the garbage disposal, on behalf of Old Republic Home Protection (ORHP) and its employees, please extends 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 According to file, my associate, Mr [redacted] , has left a message for Mr [redacted] , and will follow up to resolve his service requests in a timely manner With regard to the request for reimbursement for the replacement of the garbage disposal; I have reviewed the file, and ORHP did not receive a service request for the garbage disposal Please refer to page of the Plan titled When You Need Us that states: "We require you to contact us so we [redacted] have the opportunity to select a Service Provider We will not reimburse you for services performed without our prior authorization." Please inform Mr [redacted] if he has any questions, to please contact Mr [redacted] at XXX-XXX-XXXX ext ***, 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, 2014/08/08) */ (The consumer indicated he/she DID NOT accept the response from the business.) we never filed for a garbage disposal replacement because the person we were speaking with the following Monday said they would NOT "receive it." One more thing you are good at is hiding behind your contractIt is NOT feasible to be without a kitchen sink for a dinner party much less the weekendAnother example of how you are NOT here for the client...you are only here to deny claims! I DO NOT accept the idea that Old Republic has treated us decently in any way, shape or formShame on you for placing the blame on this poor guy out here who has been busting his [redacted] to try to get this stuff fixedHe has backed you guys repeatedly, but it is very obvious that you do not back himSo why is he on your approved list then? Do you routinely throw your vendors under the bus when you have a dis-satisfied client? We have shown EXTREME patience in dealing with both Old Republic and the vendorWE have had to reach out to Old Republic on almost every occasionWE have had to ask what to expect and when things should be scheduled and doneOld Republic has been dragging this out for over three months and they are still willing to have us live in our new house without a fridge or dishwasher because it is not economically acceptable for them Here is where we are....I have requested a call back from a manager ABOVE Mr [redacted] on more than four occasionsTwo of those occasions I have not gotten a "promised" return call and two of those [redacted] has called us back....acting like all is well and wanting to try to install something elseThey write down in their logs that they call, but if you don't answer and call back three times over the next two hours, they don't log thatThen, when they call you back they are like, "What?....I called you and left a message.....what?....you called back?" I cannot express how upset and dissatisfied I am with this company and their tacticsFor over three months we have had an alarm beeping at us while everything in the fridge is frozenReally!?! They have replaced two computer boards and tons of other [redacted] and they are willing to just keep on trying as long as it doesn't put them out or cost them any more money than what we paid for the policy We were told the dishwasher was un-fixable over three weeks ago and have yet to receive a replacement offer for that...if you were sorry about anything, "***" you would actually do something for us Final Business Response / [redacted] (4000, 9, 2014/08/13) */ Ms [redacted] , Please inform Mr [redacted] that his service request has been assigned to a Supervisor, Ms***, and she will be in contact with him to resolve this service request Should Mr [redacted] have any questions, Ms [redacted] can be contacted at XXX-XXX-XXXX ext *** Sincerely, [redacted] Old Republic Home Protection

Initial Business Response / [redacted] (1000, 5, 2014/11/06) */ 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 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 on November 3, 2014, we spoke with [redacted] , the Out-Of-Network Contractor hired by Ms [redacted] , and he informed us that the water heater is approximately four years old, and the gas valve was faulty and must be replacedHis estimate to complete the repair, including his service call, was $ Since the water heater was repairable and did not require replacement, ORHP will agree to reimburse Ms [redacted] the repair estimateIn addition, based on the circumstances that occurred, strictly as a matter of goodwill I have waived the $Trade Call FeePlease inform Ms [redacted] to provide me a copy of the invoice and the reimbursement will be processed within ten business days Please extend our appreciation to Ms [redacted] for being a customer of ORHP the past two 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] Claims Manager Old Republic Home Protection

Initial Business Response / [redacted] (1000, 6, 2014/02/21) */ Ms [redacted] Revdex.com Plan XXXXXXXX Dear Ms [redacted] , Regarding the service request for the bathroom faucet; 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 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 implement improvement where necessary Based on the information you provided, I have taken personal responsibility to address the issues outlined with the individual involved, ensuring he understands the result of his actions and comments With regard to the service request; I reviewed the diagnosis from Everything Plumbing, the independent network Service ProviderThe technician found the bathroom faucet was calcified, and the kitchen sink hot water re-circulating pump was not operational; it was his opinion both items could not have been operating properly on the effective date of the Plan 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 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." If Ms [redacted] has additional information she believes should be considered, please advise her to forward it to me for review 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 Sincerely, [redacted] Claims Manager Old Republic Home Protection Final Consumer Response / [redacted] (4200, 13, 2014/02/24) */ My complaint has not been satisfactorily resolvedSince I made my complaint, the business has offered to refund my policy on a prorated basis, subtracting for the amount of time that the policy was in place and for the service fee for the plumberThis is not any sort of accommodation of their policies; this is what every policy holder is entitled to, as a matter of Arizona law, upon requesting cancellationIt is not what I requested, and it does not even come close to covering my out-of-pocket expenses incurred as a direct result of the business refusing to cover a repair that I am entitled to have covered by the terms of the policy It is clear that the person who responded on behalf of Old Republic has done little more than to glance at my complaintThe response contains boilerplate language about how the company respects its customers, followed by the information from their files that the company believes supports the denial of coverageThe specifics of my complaint are unaddressedBecause I have already set forth in great detail why the issue should have been covered, I will just reiterate a few basic points here: The issue started during the coverage period Old Republic's response that the "amount of calcification was not consistent with an issue that arose in the coverage period" makes no senseCalcification builds up over time, until at some point it reaces a critical massThat "critical mass" which caused the leak in my faucet happened in February of this yearThere is no way to show that, other than my word, which the company knowsRequesting that I provide additional information to support that is impossible for me to provide--as the company knows I told Old Republic that the water recirculation system was not a covered repair, and that I was going to pay for it out of pocketIt is entirely illogical to assume I was lying about when the faucet leak started, but honest about another (more expensive) issue that would not be covered This issue is not about money, it's about principalI don't want something for nothingI have spent far more money in terms of using my time to file this complaint and respond to the company's non-response than is even at issue hereMy out of pocket costs related to this issue are $(faucets and labor, minus what I would have owed for the service cost)Plus, my new policy with a different company is more than $more expensive than with Old RepublicMy requested soluation was NOT for all of those direct costs; my middle-ground solution was for a full refund, not prorated, of the policy premiumOld Republic has refused to even meet in the middle, despite being wrong in its refusal of coverage My proposed middle-ground solution is for an additional $to be refunded to meThat represents the approximately three weeks of coverage that provided my absolutely no benefit Final Business Response / [redacted] (4000, 10, 2014/02/24) */ Ms [redacted] , Please inform Ms [redacted] her Plan cancellation request was processed on February 21st (Plan cancellation effective February19th), and the refund check will be mailed to her within ten business days Sincerely, Old Republic Home Protection

[redacted] Revdex.com 0pt">Re: Plan [redacted] Dear [redacted] , Regarding the service request for the refrigerator, and the request to cancel the Plan; on behalf of Old Republic Home Protection (ORHP) and its employees, please extend our sincere apologies to Mr [redacted] for not providing him the level of service he wants and deserves as our Plan Holder To ensure our Plan Holders receive reputable and unbiased service, we have built an extensive network of Service Providers who provide service to our Plan Holders at fair and reasonable ratesOur network, however, is not all inclusive for every trade, in every town, across the nationFor that reason, we may authorize our Plan Holders to contact an Independent Out-of-Network Contractor (OONC) directly to obtain service Unfortunately we did not have a network Service provider available to service Mr [redacted] refrigerator in a timely manner, and we authorized him to obtain service from an OONC With regard to the request to cancel the Plan; the file indicates that the Plan was cancelled effective August 18, 2016, and the Plan fee refund was mailed to Mr [redacted] on August 24, If Mr [redacted] has any questions, please advise him to contact us at [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 Business Response / [redacted] (1000, 5, 2015/07/06) */ 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 accept our sincere apologies for the circumstances outlined in Ms [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 I have reviewed the file that indicated my associate, Ms [redacted] spoke with Ms [redacted] and informed her that she only paid one $Trade Call Fee regarding her service requestIn addition, Ms [redacted] was given the option of a replacement dishwasher with comparable features, or a cash settlement of $585.90; which represented our cost to replace her dishwasherMs [redacted] advised Ms [redacted] that she already purchased a new dishwasher, and she accepted the cash settlementA check for $has been processed and will be mailed to Ms [redacted] within the next ten business days If Ms [redacted] has any questions, please advise 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, 8, 2015/07/12) */ (The consumer indicated he/she ACCEPTED the response from the business.) Even though I am accepting the response from ORHP, one of the two major reasons I filed this complaint was not addressedInformation was withheld from me during the initial contact with Ms [redacted] on July 1, She refused to tell me the amount ORHP would pay for the REPLACEMENT of the dishwasherThis was an attempt to be coerced into making an uninformed decision, in order to save ORHP moneyI only had the cost of repair...which by the way was misquoted based on information from the repairman that works for ORHPIf she would have just told me the REPLACEMENT amount they would pay, perhaps this could have all been avoidedThis used to be a company that was dependable and easy to deal with but that is definitely not the case anymoreThey can't even spell my last name the same as shown in their response

Initial Business Response / [redacted] (1000, 5, 2014/10/24) */ PLAN # XX-XXX-XXX We are researching this issue and have contacted our Plan Holder to request additional information in order to further review the matter and address the concerns

Initial Business Response / [redacted] (1000, 5, 2015/09/04) */ Ms [redacted] Revdex.com RE: Plan # XXXXXXXX Dear Ms [redacted] , Regarding the service request for the pool pump; 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, on September 3, 2015, my associate, Ms***, spoke with Mr [redacted] and will follow up to resolve his service requestIf Mr [redacted] has any questions, please advise 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] Plan Compliance Manager Old Republic Home Protection Initial Consumer Rebuttal / [redacted] (3000, 11, 2015/09/30) */ Filed a complaint against ORHP I see they replied but I have not heard directly form the business to settle this compliant all they have done is answer the compliant on Revdex.comBelow are the details not sure how to replay on the same complaint already submitted without having to refile a new complaint Complaint POOL SPA PUMP REPLACED WITH AN NON COMPARABLE PUMP ORHP on or about 8/16/replaced my old Jacuzzi Magnum pump due to housing squirting out water to a waterway pump https://image.poolcorp.com/operation/WWP/10/WWP-XX-XXXX.pdf After swapping out pump I noticed that the pump did not perform as my old pumpI did a little homework on the pump I was given and the pump I had and noticed that the new waterway pump they put only has 2/of the pumping capacity of the old pump I called ORHP with this information but they refused to replace pump with a more equivalent Pentair Whisperflo PumpThey said that they did their job by swapping out the pump and that the service call is closedI told them that I have specs and information that shows that the pump they gave me is not equal to what was taken out but they did not want the information Below are the flow rates I gathered from the pump they gave me to the one I had and to ones more equivalent "Lower flow rates'' raises a flag, so I did a comparison of the flow rates for several pumpsThe results are shown belowThe waterway SMF looks like it underperforms your Jacuzzi pump hp Jacuzzi Magnum pump (reference: link) height 30ft40ft 50ft 60ft 70ft 80ft gal/min XX XX XX XX XX XX hp Waterway SMF pump (reference: link) height 30ft40ft 50ft 60ft 70ft 80ft gal/min XX XX XX XX XX XX hp Pentair Whisperflo pump: p/n (reference: link) height 30ft40ft 50ft 60ft 70ft 80ft gal/min XX XX XX XX XX XX hp Pentair Superflo pump: p/n (reference: link) height 30ft40ft 50ft 60ft 70ft 80ft gal/min XX XX XX XX XX XX To date 9/2/ORHP has refused to do anything to replace pumpRather they are only using the installers comments rather then the facts I am presenting They have also decided to discontinue my contract with out notice for what I understand to be is to many claimsThis is a warranty company that should be aware that not every home will be a winner and go without claims Desired Settlement I would like to have the pump put in by ORHP replaced with a more comparable one to what I had before According to manufactural specs a pentair whisper flo will be a more comparable pump to the jacuzzi magnum I had before "Lower flow rates'' raises a flag, so I did a comparison of the flow rates for several pumpsThe results are shown belowThe waterway SMF looks like it underperforms your Jacuzzi pump hp Jacuzzi Magnum pump (reference: link) height 30ft40ft 50ft 60ft 70ft 80ft gal/min XX XX XX XX XX XX hp Waterway SMF pump (reference: link) height 30ft40ft 50ft 60ft 70ft 80ft gal/min XX XX XX XX XX XX hp Pentair Whisperflo pump: p/n (reference: link) height 30ft40ft 50ft 60ft 70ft 80ft gal/min XX XX XX XX XX XX hp Pentair Superflo pump: p/n (reference: link) height 30ft40ft 50ft 60ft 70ft 80ft gal/min XX XX XX XX XX XX Business Response Ms [redacted] Revdex.com RE: Plan # XXXXXXXX Dear Ms [redacted] , Regarding the service request for the pool pump; 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, on September 3, 2015, my associate, Ms***, spoke with Mr [redacted] and will follow up to resolve his service requestIf Mr [redacted] has any questions, please advise 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] Plan Compliance Manager Old Republic Home Protection - See more at: http://www.Revdex.com.org/greater-san-francisco/business-reviews/home-warranty-p...⇄ Final Business Response / [redacted] (4000, 13, 2015/10/01) */ Dear MsThomas, According to the file, my associate, Mr***, spoke with Mr [redacted] today to discuss the spa motor installed at his homeThe file indicates that according to our research, the motor matches the requirements necessary for the spa, and that Mr [redacted] will further research the equipment and contact Mr*** Please advise Mr [redacted] if he has additional information that he believes should be considered, to contact Mr [redacted] at XXX-XXX-XXXX Ext***, for assistance Sincerely, [redacted] Plan Compliance Manager Old Republic Home Protection

Initial Business Response / [redacted] (1000, 5, 2014/06/26) */ 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 ORHP appreciates you taking the time to provide your opinion and perspective of your service experience, which in turn, provides ORHP the opportunity to improve the service we provide to our customers With regard to the well pump service request; I reviewed your Plan and confirmed the optional Well Pump coverage was not purchased, and as a result, we are unable to provide service We apologize the terms and conditions of the Standard 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 values Ms [redacted] as a customer, and we hope she realizes the value of the Plan and the many benefits it providesIf Ms [redacted] still wishes to cancel her Plan, please inform her 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 Ms [redacted] has any questions, please advise her to contact us at XXX-XXX-XXXX for assistance Best regards, [redacted] Claims Manager Old Republic Home Protection

Initial Business Response / [redacted] (1000, 5, 2015/04/15) */ Ms [redacted] Revdex.com Re: Plan # XXXXXXXX Dear Ms [redacted] , Regarding the service request for the microwave oven; 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 have reviewed the file that indicates the technician from Fast Service Appliance diagnosed the microwave oven door panel/handle was cracked and must be replacedHe also informed us that the damage does not affect the heating operation of the microwave oven Please refer to page of the Plan under Oven, Range, Cooktop, BuiMicrowave Oven that states coverage applies to: "All components that affect the heating/cleaning operation of the unit " With regard to the Trade Call Fee; based on my review of the file and the information provided by Mr [redacted] , I have agreed as a matter of goodwill, to reimburse the $Trade Call Fee and a check for $will be mailed to him within the next ten business days 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 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 Best regards, [redacted] Claims Manager Old Republic Home Protection

Initial Business Response / [redacted] (1000, 5, 2014/12/10) */ Ms [redacted] , Revdex.com Plan XXXXXXXX Dear Ms [redacted] , Regarding the service request for the garage door opener; I have reviewed the file, and the technician from Protech Garage LLC diagnosed that two garage door springs, ten garage door rollers, and the garage door orb (garage door reinforcement bracket) needed to be replaced; there was no mechanical failure of the garage door opener Please refer to page of the Plan under Garage Door Opener that states coverage applies to: "All components of the Opener Unit including motor, logic board, gear assembly, capacitor, rail assembly, sensors" 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 (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 appreciate Ms [redacted] being our customer for the past five years, and as a matter of goodwill, we are refunding the $Trade Call Fee; a check will be mailed to her within the next ten business days If Ms [redacted] has any questions, please inform her to contact us at XXX-XXX-XXXX for assistance Sincerely, [redacted] Claims Manager Old Republic Home Protection

Initial Business Response / [redacted] (1000, 10, 2014/09/30) */ Ms [redacted] Revdex.com Re: Plan # XXXXXXXX Dear Ms [redacted] , Old Republic Home Protection (ORHP) is in receipt of the request from Ms [redacted] for reimbursement for the repair of her air conditioner by an Out-Of-Network ContractorI have reviewed the file, and based on the circumstances outlined in Ms [redacted] ' letter, ORHP agrees, strictly as a matter of goodwill, to reimburse Ms [redacted] ' $less the $Trade Call Fee I have processed the reimbursement, and a check for $will be mailed to her within the next ten business days 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, 12, 2014/10/01) */ (The consumer indicated he/she ACCEPTED the response from the business.) I am extremely thankful to Old Republic Home ProtectionI understand the "call first" policy but I am so glad that they (ORHP) understood the health and unusual circumstances regarding this claimI was hoping I could work something out between Old Repuand myself and I feel as though this is more than acceptable and I will let my family and friends know that this company came through in the endBeing on a fixed income is very difficultBeing disabled with MS is also difficultI try to maintain my independence and I appreciate their efforts in supporting this [redacted]

Initial Business Response / [redacted] (1000, 5, 2015/01/23) */ Ms [redacted] Revdex.com Re: Plan XXXXXXXX Dear Ms [redacted] , Regarding the denial of coverage for the Washer; I have reviewed the file and confirmed the optional Washer coverage was not purchased when the Plan was renewedAccording to the file, when Mr [redacted] ordered the Plan on October 13, 2009, he added the optional Washer/Dryer coverageThe following year, Mr [redacted] renewed the Standard Plan with no optional coverage addedEach subsequent year, including the current Plan, the only option purchased by Mr [redacted] was the Ultimate Protection, which covers for components excluded on the Standard PlanThe Ultimate Protection does not provide coverage for optional systems or appliances, such as the Washer In addition, the Declaration page mailed to Mr***, when he renewed his Plan, identifies the coverage purchased Mr [redacted] mentioned in his letter that Old Republic Home Protection has provided service to his Washer in the past, and therefore, he assumed the Washer was covered by his PlanHowever, I reviewed his file that indicates the only service request for the Washer was on January 17, 2015, when Mr [redacted] was informed he did not have Washer coverage Please extend our sincere apologies for any misunderstanding with regard to the Plan coverage Mr [redacted] purchased 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, 2014/07/23) */ Re: Plan # XXXXXXXX Dear Ms [redacted] , Regarding the denial of coverage for the water leak; I have reviewed the file and the following is a brief summary of your service request 06/04/Plan becomes effective for the Plan Holder 06/16/Service request: water leak in master bathroom drain The Plan Holder informed us that when he moved in to the home on June 9th, 2014, he found the shower drain was loose and leaking water, and it appeared the drain was not connected properlyService was denied based on the terms and conditions of the Plan Please refer to page of the Plan titled When You Need Us that stats: "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" 06/19/At the request of our Account Executive, Old Republic Home Protection (ORHP) agreed, as a matter of goodwill, to dispatch an Independent Network Service Provider to diagnose the cause of the water leak Dispatched : Easy Rooter Plumbing & Drain Cleaning Status: Jonathan from Easy Rooter Plumbing & Drain Cleaning called and informed us that when he spoke with the Plan Holder to schedule service, the Plan Holder advised him the drain pipe is located in the crawl space under the home and the Plan Holder determined the cause of the leak is the basket strainer; the plumber does not have insurance to service in crawl spaces, and requested we dispatch the service request to a different Independent Network Service Provider ORHP called the Plan Holder and we informed him the Plan does not provide coverage for the basket strainer; the Plan Holder cancelled the service request Please refer to page of the Plan under Plumbing Coverage that states: "Not Covered: basket strainer " 06/23/Denial of coverage letter regarding the pre-existing condition was mailed to the Plan Holder 06/30/ORHP received the letter from the California Department of Insurance 07/01/Denial of coverage letter regarding the basket strainer was mailed to the Plan Holder We apologize the terms and conditions of the Plan do not provide coverage in this situation While 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 inform him to contact us at XXX-XXX-XXXX for assistance Sincerely, [redacted] Claims Manager Old Republic Home Protection Initial Consumer Rebuttal / [redacted] (3000, 7, 2014/07/24) */ (The consumer indicated he/she DID NOT accept the response from the business.) Old Republic's response is unacceptable for the reasons already stated The cause of the problem was NOT a basket strainer; a basket strainer is a drain plug for a kitchen sinkThis was a shower, not a kitchen sinkThe cause of the problem was a drain assembly which no longer made contact with shower floor, which would allow water to seep around the shower drain to whatever lay belowI still have the parts that were removed by my plumber when the repair was madeNo one from Old Republic or anyone representing them (e.g., an actual PLUMBER) ever came in person to look at the problem; so in fact they really have no idea what they're talking about As for the issue with the crawl space, that is not my problemHire a different plumber if you have to, but there is nothing in my contract that excludes issues which involve accessing the crawl space Bottom line: Patently unacceptable and unreasonable response

Initial Business Response / [redacted] (1000, 5, 2014/09/11) */ Ms [redacted] Revdex.com Re: Plan # XXXXXXXX Dear Ms [redacted] , Regarding the service request for the sewer smell upstairs; 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 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 I have reviewed the file and Old Republic Home Protection has dispatched a different Independent Network Service Provider to diagnose the service request If Mr [redacted] has any questions, please inform him to contact us at XXX-XXX-XXXX 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, 2014/09/28) */ (The consumer indicated he/she DID NOT accept the response from the business.) So, old republic sent out another plumber on the 11thThe plumber inspected the plumbing and said we needed to do a smoke test/open up the wall to find out he source of the leak, but it was late in the evening and he couldn't get ahold of old republic to approve the work so he would call them to get approval in the morningThe following day old republic called me and gave me the same [redacted] excuse: "the plumber said he did not find any water leaking or evidence of a leak so we won't cover the issue"I have invoices from botg plumbers statimg they reccomend a smoketest/opening the wall to fix the leak so I informed the lady that they must have made a mistake because this is the second plumber they've sent out and the second ime they have tried to dodge paying for the repair the plumber has recommendedShe said she was going to contact the plumber to double check what he said so she put me on holdmin later she returned and said that the conversation with the plumber was going to take a while and she would call me back as soon as they had concludedThey must really be tired of talking as I am still waiting for a return phonecall and a half weeks later Final Business Response / [redacted] (4000, 9, 2014/09/30) */ Dear Ms [redacted] , Please extend my sincere apology to Mr [redacted] for the circumstances that have occurredI have instructed American Plumbing to take whatever steps they deem necessary to determine the cause of the sewer smell; including a smoke test of the vent pipe if necessaryAmerican Plumbing will contact Mr [redacted] to schedule an appointment If Mr [redacted] has any questions, please inform him to contact us at XXX-XXX-XXXX for assistance Sincerely, [redacted] Old Republic Home Protection

Initial Business Response / [redacted] (1000, 5, 2016/03/29) */ Plan XXXXXXXX Dear Ms [redacted] , Regarding the renewal eligibility of the Plan; I have reviewed the file and determined that Old Republic Home Protection will agree to renew Mr***'s PlanIf he has not been contacted by ORHP regarding renewal, and he still wishes to renew his Plan, please advise him to contact us at XXX-XXX-XXXX for assistance Sincerely, [redacted] Plan Compliance Manager Old Republic Home Protection Initial Consumer Rebuttal / [redacted] (3000, 7, 2016/03/30) */ (The consumer indicated he/she DID NOT accept the response from the business.) [redacted] 9:AM Keep this message at the top of your inbox Photos To: [redacted] Cc: [redacted] While I am sure your position will not change in at least extending my coverage for days, I think it would be good to hear from me regarding the entire sequence of events I was told that because I did not get prior authorization on more than one case, I would not be allowed to renewI am sure if you check your records you will find an email that I sent regarding one issue, and I can tell you that there never was a second time When my wife and I moved into our home, the former owner continued the home warranty she had with your company for about a year as part of our negotiation on the purchaseWe had never used a home warranty before so the process of filing a claim was new to meI was in the insurance industry for almost years, but I did not deal with this type of insurancePeople would incur a claim and then file the paper work after the event We noticed that a sprinkler was leaking, and I called a company and had it repairedI then called your company and told them of the problemI was told that since I did not get prior approval, the claim would not be paidI told them I was not aware of that, but that I understood and accepted that decisionThe individual then told me that since this was the first time, I should send in the bill and they would review the situationYour company then issued a check for payment of the claim, and again, you should have records of thatWhen I received the check, I emailed the individual and thanked that personIn that email, I again stated that I understood your policy and was more than willing to pay the claimAgain, you should have that email, or I would be more than happy to forward that to you Now on to the second so-called issueIf you state that I had another issue, that statement is disingenuous at the leastThe only other issue I could think of is a plumbing issueI had gotten the approval and had someone come to our homeI asked him to look at something elseHe told me that he would have to call in and get another approvalHe went out to his vehicle, and when he came back in, he told me that approval was givenHe then completed the workIf you are stating that this is a second claim without approval, then that problem lies with your company and or the individual that called in for the approvalIn no way was I responsible for that situation and accept no responsibility When I called your company and tried to renew, I was told I would not be renewedWhen I asked why not, I was told "I can't tell you"If you record your service calls, you will have a record of that comment as wellI pressed the individual about that comment and he only repeated the same comment, finally giving me the old blame the computer dodge Your offer to now make an exception and allow me to renew is just not acceptable, and I will not be renewing with your companyI just don't trust your company anymoreWill you look for another way to deny a claim or not renew us in the future? I just cannot take that chanceI do, however, believe the right thing for you to do is extend my coverage for at least the days after my notice of non-renewal, which I believe was received by me on, of all days, Easter SundayWhile you may not have to do this legally, it is the moral and right thing to doNone of these issues lie with meThey lie with either your service contractor, your individual that handled my call, and/or your customer relations department The rest is in your hands, I do fully expect that you will not take any action, but I suggest you look to do what is right [redacted] CC: Revdex.com Arizona State Insurance Department Final Business Response / [redacted] (4000, 9, 2016/03/31) */ Dear Ms [redacted] , According to the file; Ms [redacted] has been in contact with Mr [redacted] to address his concerns Sincerely, [redacted] Plan Compliance Manager Final Consumer Response / [redacted] (2000, 11, 2016/04/06) */ (The consumer indicated he/she ACCEPTED the response from the business.) I want to commend Old Republic on how they handled this entire issueI have been in contact with [redacted] She has be terrific in wanting to help me with this issueShe responded to my emails quickly and in some cases within an hourShe continued to keep the dialog open and truly wanting a solution to this and I felt that she was genuinely wanting to help meI have renewed my policy today in part because of how they were willing to help resolve the problemI think they have a customer for lifeThank you Old Republic and [redacted] !

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 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 I have reviewed your file that indicates the $Trade Call Fee has not been paidAs a result of the circumstances that occurred, ORHP has agreed to honor your request, and I have waived the $Trade Call Fee 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, 2015/04/01) */ Ms [redacted] Revdex.com Re: Plan XXXXXXXX Dear Ms [redacted] , Regarding the service request for the water heater; I have reviewed the file and on March 31, (prior to receiving the letter from the Revdex.com), Old Republic Home Protection agreed, strictly as a matter of goodwill, to cover the cost to replace the water heater According to the file, my associate, Ms [redacted] , spoke to Ms [redacted] on March 31, and discussed the Plan coverage, and our agreement to cover the cost of the water heater replacement If Ms [redacted] has any additional questions, please inform her to contact Ms [redacted] at XXX-XXX-XXXX ext [redacted] for assistance Sincerely, [redacted] Claims Manager Old Republic Home Protection

Initial Business Response / [redacted] (1000, 6, 2015/02/25) */ Ms [redacted] Revdex.com Re: Plan # XXXXXXXX Dear Ms [redacted] , Regarding the service request for the plumbing stoppage; 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 individuals involved, ensuring they understand the result of their actions and comments I have reviewed the file that indicates on January 23, 2015, my associate, Ms [redacted] , Call Center Manager, honored Mr [redacted] 's request and the Trade Call Fee was waived 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, 8, 2015/03/05) */ I have been contacted by this company and have worked out this issuePlease remove my complaintThank you!

Initial Business Response / [redacted] (1000, 5, 2015/11/25) */ Plan XXXXXXXX Dear Ms [redacted] , Regarding the request from Mr [redacted] for reimbursement to clear the stoppage by removing the toilet; although the repair is specifically excluded from the Plan, the file indicates that my associate, Ms [redacted] spoke with Mr [redacted] on November 24, 2015, and agreed as a gesture of goodwill, to reimburse him the $cost to clear the stoppage A check has been processed, and Mr [redacted] should receive the check within days 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

Initial Business Response / [redacted] (1000, 5, 2014/06/25) */ Ms [redacted] Revdex.com Re: Plan # XXXXXXXX Dear Ms [redacted] , Regarding the service request for the electrical system; on behalf of Old Republic Home Protection (ORHP) and its employees, please extend our sincere apologies for the circumstances outlined in Ms [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 you provided, I have taken personal responsibility to address the issues outlined with the individuals involved, ensuring they understand the result of their actions and comments I have reviewed the file that indicates my associate, Ms [redacted] has spoken with Ms [redacted] , and will follow up to ensure the service request is resolved 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