Franks Television

Initial Business Response / [redacted] (1000, 5, 2015/10/29) */ 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 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 and my associate, Ms***, has been assigned to review and resolve the service requestPlease advise Mr [redacted] 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

Revdex.com:I have reviewed the response made by the business in reference to complaint ID [redacted] , and find that this resolution is satisfactory to me [redacted] called me this morning 4/28/offering another check for$therefore total amount will be $which I will acceptShe stated the process time can take up to days to receive the checki will let you know once I receive itthank you so much for your help.Sincerely, [redacted] *

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

RE: Plan # [redacted] Dear Revdex.com, Regarding the service request for the dishwasher; on behalf of Old Republic Home Protection (ORHP) and its employees, please extend our sincere apologies for the circumstances outlined in Mr***’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 improvementAccording to the file, my associate, Ms***, spoke with Mr [redacted] on August 9, 2017, and is following up to ensure the service request is resolved in a timely mannerIf Mr [redacted] has any questions, please advise him to contact 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 ManagerOld Republic Home Protection

Initial Business Response / [redacted] (1000, 5, 2015/08/04) */ Ms [redacted] , RE: Plan # XXXXXXXX Dear Ms [redacted] , Regarding the service request for the air conditioner; on behalf of Old Republic Home Protection (ORHP) and its employees, please extend our sincere apologies for the circumstances outlined in Mr [redacted] 's letter ORHP, like other home warranty companies, uses Independent Network Service Providers to service our Plan HoldersAlthough efforts are made to dispatch qualified Service Providers that can provide quality service, occasionally circumstances occur that are unacceptable to ORHP and our Plan Holder I assure you, ORHP employees value the trust each of our Plan Holders place in us to resolve their service request in a timely and professional manner and when this does not occur, steps are taken to review what went wrong and implement improvement Based on the information Mr [redacted] provided, I have taken personal responsibility to address the issues outlined with the Service Providers and individuals involved, ensuring they understand the result of their actions and comments I have reviewed the file that indicates my associate, Mr [redacted] has been assigned to follow up and ensure the service request is resolved in a timely mannerIn addition, as a result of the delays completing the service request, Mr [redacted] agreed as a gesture of goodwill, to reimburse Mr [redacted] the $of non-covered costs he paid for the replacement of the air conditioner compressor If Mr [redacted] has any questions, please advise him to contact Mr [redacted] at XXX-XXX-XXXX ext [redacted] for assistance ORHP appreciates Mr [redacted] taking the time to provide his opinion and perspective of his service experience, which in turn, provides ORHP the opportunity to improve the service we provide to our customers Best regards, [redacted] Claims Manager Old Republic Home Protection Initial Consumer Rebuttal / [redacted] (2000, 7, 2015/08/12) */ I below noted case with Old Republic has been settled satisfactorilyOld Republic has supplied us with anew AC unitThxs for your help

Initial Business Response / [redacted] (1000, 5, 2015/05/15) */ Ms [redacted] Revdex.com Re: Plan # XXXXXXXX Dear Ms [redacted] , Regarding the service request for the refrigerator; on behalf of Old Republic Home Protection (ORHP) and its employees, please extend our sincere apologies for the circumstances outlined in Mr***' 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 the file, Tru-Way Appliance completed the repair on [redacted] 14, 2015, and the refrigerator is operating as designedIf Mr [redacted] has any questions, please advise 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, 2015/05/19) */ (The consumer indicated he/she DID NOT accept the response from the business.) Yes so far the refrigerator is working so far but again I had to pay another service call! I feel that me having to pay many service call to get it fixed is unethical and if ORHP sends out people that can't fix it then I should not have to pay for that service because they did not fix it! Final Business Response / [redacted] (4000, 9, 2015/05/22) */ Ms [redacted] , Please advise Mr [redacted] that based on the circumstances that occurred, as a gesture of goodwill, we have waived the Trade Call Fee 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 Final Consumer Response / [redacted] (2000, 11, 2015/05/25) */ (The consumer indicated he/she ACCEPTED the response from the business.) I had really hope this did not have to go to the Revdex.com to have this resolved! But thank !

[redacted] Revdex.com Re: Plan [redacted] Dear [redacted] , Regarding the service request for the tankless water heater; I have reviewed the file that indicates the Service Provider diagnosed the circuit board for the tankless water heater failed as the result of an electrical strain on the component as the result of a lack of capacity of the existing equipmentIn other words, the tankless water heater is undersized for the home Please refer to page of the Plan that states: “GENERAL LIMITATIONSTHIS PLAN DOES NOT COVER: ASystem or appliance repairs, replacements or upgrades required as a result of: A malfunction due to lack of capacity of the existing system or appliance” Please extend our apologies to [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 [redacted] has any additional information she believes should be considered, please advise her to provide it me for review, and email it to me at [redacted] Sincerely, [redacted] Plan Compliance Manager Old Republic Home Protection

RE: Plan # [redacted] Dear Revdex.com, Regarding the service request for the water leak in the bathroom; 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 According to the file on July 19, my associate, Ms***, spoke with Mr [redacted] , and will follow up to ensure the service request is resolved in a timely mannerIf Mr [redacted] has any questions, please advise him to contact Ms [redacted] at [redacted] *** 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

I've reached out to ORHP on 3/30/and the staff assisting me over the phone was unwilling to budge on me having to pay an additional $on top of my trade call fee since the 1st contractor unethically billed ORHP that amount for coming out and doing no work, eating into my coverage limit of $1,per year on the salt system for the pool.I have asked to speak with their supervisor regarding this issue and I've been told to wait in line for them to reach back to me to address the issue

RE: Plan # [redacted] Dear BBB, 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 Holders. Although efforts are made to dispatch qualified Service Providers that can provide quality service, occasionally circumstances occur that are unacceptable to ORHP and our Plan Holder. I assure you, ORHP employees value the trust each of our Plan Holders place in us to resolve their service request in a timely and professional manner and when this does not occur, steps are taken to review what went wrong and implement improvement. According to the file, my associate, [redacted] , has been assigned to review the service request and will contact [redacted] to discuss a resolution. If [redacted] has any questions, please advise her to contact [redacted] at [redacted] ***. ORHP appreciates [redacted] taking the time to provide her opinion and perspective of her service experience, which in turn, provides ORHP the opportunity to improve the service we provide to our customers. Best regards, [redacted] Plan Compliance Manager Old Republic Home Protection

Dear [redacted] ,Please advise **. [redacted] if he has any questions or concerns, to please contact my associate, **. [redacted] at [redacted] ***, for assistance. Sincerely, [redacted]

RE: Plan # [redacted] Dear Revdex.com, Regarding the service request for the air conditioner; on behalf of Old Republic Home Protection (ORHP) and its employees, please extend our sincere apologies for the circumstances outlined in Mr***’s letter ORHP, like other home warranty companies, uses Independent Network Service Providers and part suppliers to service our Plan HoldersAlthough efforts are made to dispatch qualified Service Providers, and to utilize part suppliers that can provide quality service, occasionally circumstances occur that are unacceptable to ORHP and our Plan Holder I assure you, ORHP employees value the trust each of our Plan Holders place in us to resolve their service request in a timely and professional manner and when this does not occur, steps are taken to review what went wrong and implement improvement According to the file my associate, Mr [redacted] , was assigned to review the work order and ensure the service request is resolved in a timely mannerIf Mr [redacted] has any questions, please advise him to contact Mr [redacted] at [redacted] Ext [redacted] or his Supervisor, Ms [redacted] , at Ext*** 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

Plan [redacted] Dear Revdex.com, Regarding the request from [redacted] for reimbursement for the repair of his clothes dryer by an Out-Of-Network Contractor, without our prior authorization; although the Plan does not provide coverage for reimbursement without our prior authorization, as a gesture of goodwill, I will agree to review the diagnosis and invoicePlease advise [redacted] to email me a copy of the diagnosis and invoice to [redacted] , or mail it to me at the address below Old Republic Home Protection [redacted] San Ramon, CA Attn: [redacted] Sincerely, [redacted] Plan Compliance Manager Old Republic Home Protection

Complaint: [redacted] I am rejecting this response because: While this is a seemly sincere apology, ORHP still have not supplied us with any actionable solutions to our problemToday, I was not able to get in contact with either of the supervisors listed in this email; I left messages and did not receive any calls backI was contacted by a dispatcher from ORHP who informed me that they are working on the next step to repair yet another part in our unit and that she has no information on how long we would have to wait for this next part or when I would hear from a supervisorShe also informed me that the second contractor on our case was at our home and replacing parts on Saturday, July 15th after we were told on July 14th by an ORHP employee, [redacted] , via a recorded and saved voicemail, that the contractor doesn't "want to touch our unit...make the repairs"This contractor was at our home making repairs without any notification from ORHP or the contractor itself I have attached a timeline on events in hopes to simply the navigation of our case Again, we would simply like to cash-out with ORHP, with an agreeable amount to replace our unit, so that we do not have to work with the warranty company or its independent contractors any further Sincerely, [redacted]

Complaint: [redacted] I am rejecting this response because: As the attached work order/invoice shows it was a subcontractor of Old Republic sent under WARRANTY COVERAGE that installed the water heater If it was a faulty installation or not to code, Old Republic is responsible for the work their subcontractors do under their work orders They are basically trying not to be responsible for the work they send people to do.Sincerely, [redacted] ***

Plan [redacted] Dear Revdex.com, Regarding the service request for the air conditioner; I reviewed the file that indicates the Plan became effective on March 3, The service request for the air conditioner not cooling properly was placed by the [redacted] on March 8, When we later spoke with the tenant living in the property, the tenant advised and confirmed that the air conditioner was not operating properly prior to the effective date of the Plan In accordance with the terms of the Plan, coverage was deniedPlease refer to page of the Plan that states: “We will provide service for covered systems or appliances that 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 (including rust, corrosion, and chemical or sediment build-up), after the effective date of coveragePre-existing conditions are not covered.” If [redacted] has any additional information he believes should be considered, please advise him to forward it to me for review at the address below [redacted] Sincerely, [redacted] Plan Compliance Manager Old Republic Home Protection

RE: Plan # [redacted] Dear Revdex.com, 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, the appointment is scheduled for July 7, to complete the repair of the air conditionerIf [redacted] has any questions, please advise her to contact our Customer Service Department at [redacted] for assistance As a result of the circumstances that occurred, and strictly as a matter of goodwill, ORHP has agreed to waive the $Trade Call Fee ORHP values [redacted] being our customer the past eight 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, 2015/07/15) */ 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***' letter ORHP, like other home warranty companies, uses Independent Network Service Providers and part suppliers to service our Plan HoldersAlthough efforts are made to dispatch qualified Service Providers and to utilize part suppliers 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 July 12, 2015, my associate, Mr [redacted] spoke with Ms [redacted] and confirmed the repair was completed and the air conditioner was operating as designed 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, 2015/07/16) */ (The consumer indicated he/she ACCEPTED the response from the business.) The air conditioner was fixed on July 10th, but ONLY after I provided my Revdex.com complaint and told Old Republic that I had filed a complaintOn July 9th, after filing the complaint, I was told by Old Republic that they had not ordered the partThey authorized the local dealer to pick up the part, which he had asked to do over a week earlier, and Old Republic told him that it would be orderedWe called daily, and each representative told us the part was ordered, but no one would give us a tracking numberOnly after they were told I had filed a complaint, a supervisor finally started working on the problemEven on the day of the 9th, it took eight hours and two calls from me for Old Republic to call me back with a solution (even though this same supervisor said he would call within the hour)I am sure that if I had not involved the Revdex.com that Old Republic would have continued to stall and not have fixed the air conditionerWe do not appreciate the deceptive nature of customer service agents telling us day after day a part had been ordered, when indeed, it never had beenPutting a part into "order query" and actually ordering/shipping are different thingsOur home sat at almost degrees for days because Old Republic refused to allow the tech to purchase the part and do his jobIn the end, the Revdex.com complaint forced Old Republic to get the job done

RE: Plan # [redacted] Dear Revdex.com, Regarding the service request for the pool equipment; 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 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, Mr [redacted] , has spoken with Mr [redacted] , and is following to ensure the service request is resolved in a timely manner As a result of the circumstances that occurred, and strictly as a matter of goodwill, ORHP has agreed to refund the Trade Call Fee, and Mr [redacted] should receive a check within days If Mr [redacted] has any questions, please advise him to contact Mr [redacted] 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, 2015/08/04) */ Ms [redacted] Revdex.com Re: Plan XXXXXXXX Dear Ms [redacted] , Regarding the service request for the air conditioner, hose bibb, and toilet; I have reviewed the file that indicated when the technician from Kassel Appliance & A/C Repair diagnosed the air conditioner, he found a drill bit had been dropped inside the condenser, which punctured the condenser fins causing a refrigerant leakThe technician provided Old Republic Home Protection (ORHP) photographs that support his diagnosis Please refer to page of the Plan that stats: "We will provide service for covered systems or appliances which malfunction, and are reported, during the term of the Plan that: C) Have become inoperable due to wear and use, rust, corrosion, and chemical or sediment buiafter the effective date of coverage." According to the file, my associate, Ms [redacted] , Call Center Supervisor, has left a message for Ms [redacted] to discuss the diagnosisIf Ms [redacted] has any questions, please advise her to contact Ms [redacted] at XXX-XXX-XXXX ext [redacted] for assistance With regard to the denial of coverage for the hose bibb; please refer to page of the Plan under Plumbing Coverage that stats: "Not Covered: ...hose bibbs" As for the service request placed on July 24, for the master bathroom toilet; I spoke with [redacted] at Above & Beyond Plumbing, and she will contact Ms [redacted] to schedule a convenient appointment If Ms [redacted] wishes to contact them directly to schedule an appointment, they can be contacted at XXX-XXX-XXXX We apologize the terms and conditions of the Plan did not provide coverage for the air conditioner and hose bibbWhile 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 Sincerely, [redacted] Claims Manager Old Republic Home Protection