Franks Television

Initial Business Response / [redacted] (1000, 5, 2015/07/02) */ Ms [redacted] Revdex.com Re: Plan # XXXXXXXX Dear Ms [redacted] , Regarding the service request for the air conditioner; on behalf of Old Republic Home Protection (ORHP) and its employees, please extend our sincere apologies for the circumstances outlined in Mr [redacted] 's letter ORHP, like other home warranty companies, uses Independent Network Service Providers to service our Plan HoldersAlthough efforts are made to dispatch qualified Service Providers that can provide quality service, occasionally circumstances occur that are unacceptable to ORHP and our Plan Holder I assure you, ORHP employees value the trust each of our Plan Holders place in us to resolve their service request in a timely and professional manner and when this does not occur, steps are taken to review what went wrong and implement improvement Based on the information Mr [redacted] provided, I have taken personal responsibility to address the issues outlined with the Service Provider and individuals involved, ensuring they understand the result of their actions and comments According to the file, my associate, Ms [redacted] , spoke with Mr [redacted] , and he advised her that an Out-Of-Network Contractor is providing him an estimate to complete the repair, and he will provide her a copy of the estimate for reviewMs [redacted] will follow up on this service request to ensure it is resolved in a timely manner 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, 2016/01/05) */ Ms [redacted] Revdex.com RE: Plan # XXXXXXXX Dear Ms [redacted] , Regarding the service request for your kitchen 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 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 I have reviewed the file that indicates my associate, Mr [redacted] has been assigned to review the file and has left a message for Ms [redacted] to discuss her service requestPlease advise Ms [redacted] to contact Mr [redacted] at XXX-XXX-XXXX Ext [redacted] at her convenience As a result of the circumstances that occurred, and strictly as a matter of goodwill, ORHP has agreed to honor Ms [redacted] 's 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] Plan Compliance Manager Old Republic Home Protection Initial Consumer Rebuttal / [redacted] (3000, 7, 2016/01/08) */ (The consumer indicated he/she DID NOT accept the response from the business.) I did not receive a call or a voicemail from Mr [redacted] as he statedI called him after receiving this Revdex.com response and left him a messageI then received a return call from a coworker of Mr [redacted] but I was unable to speak for very long due to being at work at the time of the callI spoke with my husband and we have decided to go through the steps necessary to cancel our home warranty and receive a full refundWe do not want to work with a business that does not cover any of our claimsThank you Final Business Response / [redacted] (4000, 15, 2016/01/13) */ Ms [redacted] , Please extend my sincere apologies for the information outlined in Ms [redacted] 's response to the Revdex.comOld Republic Home Protection prides itself on providing stellar customer service, and based on Ms [redacted] 's information, this did not occur I assure you this situation has been brought to the attention of management to address the circumstances related in Ms [redacted] 's response, with Mr [redacted] Sincerely, [redacted] Plan Compliance Manager Old Republic Home Protection Final Consumer Response / [redacted] (4200, 19, 2016/01/14) */ (The consumer indicated he/she DID NOT accept the response from the business.) There was not a proposed resolution outlined in the last response [redacted]

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 meSincerely, [redacted] ***

Initial Business Response / [redacted] (1000, 5, 2015/09/29) */ Ms [redacted] Revdex.com Re: Plan XXXXXXXX Dear Ms [redacted] , Regarding the denial of coverage for the air conditioner; I have reviewed the file that indicates that the Plan became effective on August 24, 2015, and Mr [redacted] contacted Old Republic Home Protection (ORHP) on September 10, to place a service request for his air conditioner not working properly According to the file, Mr [redacted] advised us that air conditioner had not operated properly since the effective date of the Plan Please refer to page of the Plan that states: "We will provide service for covered systems or appliances which malfunction, and are reported, during the term of the Plan that: B) Were correctly installed and working properly on the effective date of the Plan, and C) Pre-existing conditions are not covered." 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 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] still wishes to cancel his Plan, please advise him to mail us a written request, or fax the request to XXX-XXX-XXXX, and the Plan will be cancelled in accordance with the terms of cancellation noted on page of the Plan Sincerely, [redacted] Plan Compliance Manager Old Republic Home Protection Initial Consumer Rebuttal / [redacted] (3000, 7, 2015/09/30) */ (The consumer indicated he/she DID NOT accept the response from the business.) Thank you, Ms [redacted] for relaying the information from Mr [redacted] I am thankful that you were able to contact Old Republic Home Protection via email since I was unable to find any way to do so myself and I am weary of phone conversations with Old Republic Home Protection representative at this pointI am thankful that we can have a written account of statements and responses from this point on Mr [redacted] 's interpretation of my phone conversation with the Old Republic Home Protection representative that I, "advised us that air conditioner had not operated properly since the effective date of the Plan" is misleadingIt could also be interpreted that I had advised them that the unit had not operated improperly since the effective date of the plan as wellIt was only on the day I made the claim that the unit had operated improperlyMy wife has since informed me that the unit was functioning properly a week before I made the claimThis, however, in my opinion is moot as Mr [redacted] 's references to the Plan (which I have yet to receive a copy of in any manner) are irrelevantHe states: "We will provide service for covered systems or appliances which malfunction, and are reported, during the term of the Plan that: B) Were correctly installed and working properly on the effective date of the Plan, and C) Pre-existing conditions are not covered." In regards to "B)", there is no reason to believe anything other than that the unit was correctly installed or was operating properly on the effective date of the Plan In regards to "C)", there is also no reason to believe anything other than that the unit had no Pre-existing conditions In contrary to both of these points, the fact that I have documented proof that the unit had been inspected weeks before the date of purchase of the extended plan and was found to be in "Acceptable" condition and was cooling the home at an operating temperature of degrees proves that is was operating properly and that there were no pre-existing conditionsI did mention this when I made the claim, but the claim specialist that I spoke with argued that this was not applicable as it predated the purchase of my PlanI am curious how Old Republic Home Protection determines "Pre-existing conditions"? Does Old Republic Home Protection deny all claims under the premise that the problem was pre-existing if the homeowner has no documented proof that it was functioning subsequent to the purchase of the plan? As mentioned before, I have yet to receive any documentation in regards to my Plan in any form so I have nothing to reviewI called and requested this information and was told that it would be mailed to my residenceAccording to Mr [redacted] 's records, my plan became effective on August 24, It would seem by now I would have something to reviewI cannot even review my plan on their login protected website, which would seem like a logical place or at the very least attached to an email to me (which I provided when I registered for my Plan) Furthermore, when I spoke to a sales associate in regards to purchasing the extended plan I was never told that I would need to be prepared to provide proof of functionality of any of the items covered by the "Ultimate Protection" before a claim I made would be covered In Mr [redacted] 's closing, he mentions that if I still wish to cancel my plan, I must mail a written response or fax the requestYes, I would like to be refunded $for the "Ultimate Protection" Plan I purchased, and have only the "Ultimate Protection" coverage canceledThe pre-existing Standard Coverage should be honoredIf this is what I would find on page if I had a copy of the plan, I will proceed I look forward to a written response from Mr [redacted] and/or another representative from Old Republic Home Protection Final Business Response / [redacted] (4000, 9, 2015/10/02) */ Dear Ms [redacted] , Regarding the denial of coverage for the air conditioner; the denial of coverage and determination that the air conditioner failure was pre-existing, was based on the information provided by Mr [redacted] when he placed the service request, when he advised us that the air conditioner never worked properly for him since he moved in to the homeIf this information is inaccurate, please advise him to provide me additional information supporting that the air conditioner was operating properly when he moved in to the home, for my review As for a copy of the Plan; according to the file, Old Republic Home Protection received payment of the Plan on August 28, 2015, and a copy of the Declaration Sheet and Plan were mailed to him at his home addressSince Mr [redacted] has indicated he did not receive the Plan, I placed a copy of the Plan in the mail today, and mailed it to his home address With regard to cancelling the Ultimate Protection coverage; please advise him to forward a written request to the address below Old Republic Home Protection P.OBox San Ramon, CA XXXXX Attention: Accounting Dept Sincerely, [redacted] Plan Compliance Manager Old Republic Home Protection Final Consumer Response / [redacted] (4200, 11, 2015/10/09) */ (The consumer indicated he/she DID NOT accept the response from the business.) Thank you, again Ms [redacted] , for relaying Mr [redacted] 's responseUnfortunately he has neither conceded nor offered anything, therefore there is nothing to acceptHe still is not willing to admit that he, or the company he is representing, is bending the truth to deny serviceNever did I state that the air conditioner had malfunctioned before the day I made the claimI hope that the call was recorded so that it can be reviewed by Mr [redacted] I will leave it at that as after reviewing the most recent complaints against this entity, I see a trend forming that this is a common practice of the Old Republic Home Protection Company, IncI have sent in the written request for cancellation within period necessary in the state of Washington to receive full reimbursementI expect that this matter will be resolved in a timely matterUntil then, please keep this complaint active

Initial Business Response / [redacted] (1000, 5, 2015/12/24) */ RE: Plan # XXXXXXXX Dear Ms [redacted] , Regarding the service request for the refrigerator, and reimbursement of the Trade Call Fee; 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 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 mannerIf Ms [redacted] has any questions or further need of assistance, please advise her to contact Ms [redacted] at XXX-XXX-XXXX Ext***, or her Supervisor, Ms[redacted] , at Ext *** With regard to reimbursement of the Trade Call Fee; the file indicates the reimbursement was processed on December 21, 2015, and Ms [redacted] will receive the check within the next days ORHP appreciates Ms [redacted] taking the time to provide her opinion and perspective of her service experience, which in turn, provides ORHP the opportunity to improve the service we provide to our customers Best regards, [redacted] Plan Compliance Manager Old Republic Home Protection Initial Consumer Rebuttal / [redacted] (3000, 7, 2016/01/04) */ (The consumer indicated he/she DID NOT accept the response from the business.) I spoke with [redacted] (apparently another supervisor) on the evening of 12/That day, I told her and [redacted] that 1) I did not want [redacted] (the manager at Appliance Protection contacting me because he never responds to my voice messages)2) I still have not received either of the checks in the mailNot sure why it would take days to arrive when it was over night that my check was deposited3) [redacted] confirmed that my appointment with Appliance Protection for 12/(this was to evaluate the damage and then they had to return for a 6th time to actually fix it) was cancelledThat evening, on 12/24, [redacted] called meFirst point was not followedThen on the morning of 12/26, Appliance Protection called me to state they were on their waySecond point was not followedI told them [redacted] had cancelled this appointment and they said it never was cancelledAnd point - never have received either check, to date Once again and two months later, not one thing that OR has told me has gone according to their wordsNothingAnd instead I have to suffer the consequencesNow explain to me WHY when the supervisor tells me something, it does not actually happen? Why are we still trying to get my wall fixed after a month? This is ridiciulous Final Business Response / [redacted] (4000, 9, 2016/01/05) */ Dear Ms [redacted] , Please extend my apologies to Ms [redacted] for the delayI reviewed the file which indicates the processing of the $cash settlement toward the repair of the wall was expedited, and the check was mailed on December 30, Sincerely, [redacted] Plan Compliance Manager Old Republic Home Protection

Mr [redacted] l, My apologies for belaboring this case with ORHP, but alas, that is what Mr [redacted] has chosen to do For your information - and to enter as 'evidence' in my complaint - I sent the following two emails to Mr [redacted] , yesterday evening and then this morning: Mr [redacted] At this point, it would be nice to have my name spelled correctly in our communications: [redacted] Sorry: point of personal pride Otherwise, I, too, did more research with [redacted] and learned that the furnace replacement would not be necessary - though possibleAt least we can move past that (for now) Regardless, this paragraph 'explanation' from you is completely unconscionable: With regard to the requirement to pull a permit when the evaporative coil was replaced; each Service Provider is an independent company, and there is no agent /agency relationship between Old Republic Home Protection and the Service Provider networkAs such, each Service Provider is responsible to know when permits are required, and are expected by ORHP to install equipment in accordance with City, State and Federal regulationsIf they are not, then the Service Provider is responsible for any sanctions or penalties by the City or StateThis is a standard in the home warranty industry I appreciate you advising me that [redacted] Heating and Air did not pull a permit, and I have forward that information to our Contractor Relations Department to discuss this with the owner ORHP contracts individual 'service providers' and connects insured parties with those 'service providers' - but you are claiming that there is 'no agent/agency relationship between ORHP and the Service Provider network'? Sorry: not remotely true Here is why: to date, as per my recent ORHP statement, ORHP has disbursed $1700-odd for service (all of which on this A/C issue)You have paid that money to [redacted] Heat & Air and [redacted] ***That means you have an 'agent/agency' relationship with them: I never would have 'found' and 'hired'/contracted [redacted] Heat & Air unless they were part of your vetted service provider networkORHP/you connected me with them - which holds ORHP responsibleI have not paid any money to these companies, which means that they are agents of ORHP: you have paid them for me because of my service contract Whatever legalese might sound like it protects ORHP for liability when sending at worst unlicensed-and-uninsured and at best those-who-don't-pull-necessary-permits is just that: legal double-talkI have no problem proving that actual relationship in court Tomorrow morning, an [redacted] representative is coming to my house to advise me on best-suited options for our homeAfter that consultation, I will have a clear idea of what make and model, capacity and SEER will best serve usAgain, I understand that 'insurance' through ORHP in this (and any) case means paying out at a minimum and not commensurate with what would best suit the individual/home/situationNevertheless, it makes no sense - as two local HVAC professionals said to me today - to replace a broken A/C unit with a cheap one that will only require more maintenance virtually immediately after its install Neither of the two units you 'offer' is EnergyStar rated: not acceptable As I have offered from the outset, I will gladly pay the 'overage'/upcharge to upgrade our current/broken unit to the best possible one we can afford; the $of 'not-covered' cost is not negotiable: because of this...all of this...it will all be coveredFor everything, figure on a cash settlement of at least $ I will provide estimates to you after my [redacted] consult tomorrowUntil that time, do what you need to do to assure me that the only cost I will incur is the aforementioned upgrade for a realistic unit/model Mr [redacted] [redacted] from [redacted] was out this morning to explain some options to meAs [redacted] ***'s [redacted] told me yesterday in our phone conversation, the amount of money you are 'offering' is not even enough to cover the cost of mid-low-line equipment alone, not to mention not remotely enough for the install, permitting, removal, etc Going with a modest Lennox XCA/C unit and matching evaporator coil, I am looking at at least $4500; I would update the furnace to be compatible on my own - a significant expense in its ownAnd that is a LENNOX unit, not Lennox's Chinese-manufactured barely-rated Merit series You cannot have it both ways - and I am more than confident that a court will find it so: in several conversations, [redacted] assured me that all service providers contracted by ORHP are vetted to be licensed, bonded, and insured; obviously, whether or not they are reputable and competent is somewhat beyond your controlBut then you turn that around and claim that ORHP bares no responsibility if the service provider WHOM ORHP CONTACTS ABOUT A CLAIM/REPAIR fails to do the claim/repair legally (i.epulling permits)Sorry - it will be a cinch to prove that I would have never heard of ' [redacted] Heat & Air' here in Savannah UNLESS I HAD RECEIVED THE SERVICE TICKET EMAIL FROM ORHPThat makes that individual your local agent; what is more, ORHP has paid [redacted] and now [redacted] upwards of $for the various service calls to my A/C unitBecause YOU have paid them in my stead, they are your agents, plain and simpleI know my business law The fact that, in one breath, you 'defended/validated' [redacted] and [redacted] Heating and Air and now, out of the other side of your legal face, are claiming that they are 'independent' contractors and if they do work illegally ORHP is not liable is ridiculous This has gone one long enough - not only the botched/illegal 'service' done/not done to our A/C unit - again, COVERED BY AN ORHP PLAN - but now this pre-litigation between us: $is the number ORHP will pay- an amount which will still leave me with a couple thousand to shell out myself to do the work LEGALLY, TO-CODE, and effectively You have until the end of the business day today (PST) to accept my termsIf they are not met, you will receive a Letter of Demand by week's end; in the meantime, I will prepare my paperwork for legal proceedings and will send a testimony of this entire fiasco to the realtors in the Greater Savannah area By the way, [redacted] - like [redacted] and like three other HVAC company representatives here in Savannah whom I consulted - 'praised' ORHP and other home warranty companies: it is because your companies contract low-bid, 'jack-rag' service providers that they come into so much work - redoing the faulty/illegal 'repair' jobs that ORHP etalhas authorized and cheaply paid-out for For whatever reason, Mr [redacted] , has chosen a) not to read my words clearly enough and b) not to continue using the Revdex.com as a third-party mediatorI cannot help but wonder why he has chosen to communicate directly with me and not to utilize the platform your organization offers In any event, here was his latest reply: Mr [redacted] , Based on your email, I will advise Ms [redacted] to send the settlement check for processing ,and you should receive a check for $2,within days Sincerely, [redacted] Plan Compliance Manager Again, I do not understand why Mr [redacted] believes that this 'solves' the matter between usIt seems to me as if he is cutting me off and telling ME that this is where it ends and that ORHP's terms are what I must accept Needless to say, I do not acceptPerhaps Mr [redacted] realizes that the longer this case remains 'open' the more illegal practices I continue to uncover about ORHP and its contracted service providers My thanks for your continued interest in my complaint against ORHP Sincerely, [redacted]

[redacted] Revdex.com Plan [redacted] Dear [redacted] , According to the file, my associate, [redacted] , spoke with [redacted] mother September 22, 2016, and was advised that the Out-Of-Network Contractor will contact us with their diagnosis, and the cause of failure of the equipmentOnce we receive their information, [redacted] will determine coverage and will contact the Plan Holder If [redacted] has any questions, please advise her to contact [redacted] at [redacted] Ext, [redacted] for assistance Sincerely, [redacted] Plan Compliance Manager

Initial Business Response / [redacted] (1000, 5, 2015/07/09) */ Ms [redacted] Re: Plan XXXXXXXX Dear Ms [redacted] , Regarding the service request for the air conditioner; according to the file, my associate, MsCafferata, spoke with Mr [redacted] on July 7, 2015, and has dispatched an Independent Network Service Provider to diagnose the air conditioner and assigned the follow up of this service request to Ms [redacted] If Mr [redacted] has any questions or concerns, please advise him to contact Ms [redacted] at XXX-XXX-XXXX ext [redacted] for assistance Sincerely, [redacted] Claims Manager Old Republic Home Protection

Plan [redacted] Dear Revdex.com, Regarding the service request and the deduction of $from the reimbursement for the refrigerant line flush, necessary to accommodate the new equipment and 410a refrigerant; please refer Ms [redacted] to page of the Plan that states: “GENERAL EXCLUSIONS: BExcept where noted, we do not pay for upgrades; components; equipment; or services required due to the incompatibility of the existing equipment with the replacement system; appliance; or component; or with new types of chemicals or material utilized to operate the replacement equipmentThis includes without limitation, differences in technology; refrigerant requirements; or efficiency as mandated by federal, state or local governmentsIf upgrades are required, we cannot perform service until you complete corrective workIf additional costs are incurred in order to comply with regulations, we will not be responsible for the added expense.” Please extend our apologies 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 Sincerely, [redacted] Plan Compliance Manager Old Republic Home Protection

Revdex.com RE: Plan # Dear Mr [redacted] l, Regarding the service request for the air conditioner; on behalf of Old Republic Home Protection (ORHP) and its employees, please extend our sincere apologies for the circumstances outlined in Mr [redacted] letter ORHP, like other home warranty companies, uses Independent Network Service Providers to service our Plan HoldersAlthough efforts are made to dispatch qualified Service Providers that can provide quality service, occasionally circumstances occur that are unacceptable to ORHP and our Plan Holder I assure you, ORHP employees value the trust each of our Plan Holders place in us to resolve their service request in a timely and professional manner and when this does not occur, steps are taken to review what went wrong and implement improvement Based on the information Mr [redacted] provided, I have taken personal responsibility to address the issues outlined with the Service Providers and individuals involved, ensuring they understand the result of their actions and comments I have reviewed the file that indicates the technician from [redacted] HVAC diagnosed the air conditioner evaporative coil has failed, and the condenser and evaporative coil require replacementIn order to complete the installation of the new equipment, there is a cost of $1,to bring the system in compliance with HVAC code, and $in costs to modify the new system to be compatible with the existing equipmentThe total cost for code and modification costs is $1,The Plan provides $of coverage toward suchcosts, which leaves a balance of $1,which Mr [redacted] would be responsible to pay Please refer to page under Ultimate Protection that states: “10) Other Enhanced Coverage included in Ultimate Protection: When required to render a covered repair or replacement, we will: Provide up to $per Plan to correct code violations.” Also, please refer to page of the Plan under Permits and Other Fees that states: “PERMITS AND OTHER FEES: AYou may be responsible for the payment of additional fees not covered according to the terms and conditions of the PlanThese fees may include, but are not limited to: The cost of permits and code upgrades The cost of construction, carpentry or other modifications made necessary by existing or installing different equipment.” According to the file, my associate Ms***, left Mr [redacted] a message on June 16, to determine if he will agree to pay the non-covered costs, and advise him if does not wish to pay the non-covered costs, that we will provide him a settlement of $2,247, which represents our cost for the covered portion of the repair Please advise Mr [redacted] to contact Ms [redacted] at [redacted] to discuss a resolution of his service requestIf Ms [redacted] does not hear from Mr [redacted] by June 30, 2016, we will process the settlement, and he should receive the check within days from that date Please refer to page of the Plan that states: “We reserve the right to provide CASH IN LIEU of repair or replacement in the amount of our actual costPayment will be provided based on our negotiated rates with our Service Provider and/or Supplier network, which may be less than retailWe are not responsible for work performed once you accept cash in lieu of service.” Please extend our sincere apologies to Mr [redacted] that the terms and conditions of the Plan do not provide coverage for all of the costs necessary to complete the installation of the air conditioner equipmentWhile the intent of Old Republic Home protection is to provide as much coverage as possible, the Plan is not all inclusive and there are limitations which are standard in the home warranty industry ORHP appreciates Mr [redacted] taking the time to provide his opinion and perspective of his service experience, which in turn, provides ORHP the opportunity to improve the service we provide to our customers Best regards, [redacted] Plan Compliance Manager Old Republic Home Protection

Initial Business Response / [redacted] (1000, 5, 2015/06/10) */ Ms [redacted] Revdex.com Re: Plan XXXXXXXX Dear Ms [redacted] , On behalf of Old Republic Home Protection and its employees, please extend our sincere thanks to Ms [redacted] for being an Old Republic Plan HolderIt was a pleasure serving her the past few yearsUpon review of her file, we concluded that her Plan was ineligible for renewalWe apologize for any inconvenience this [redacted] cause Please refer to page of the Plan under RENEWALS that states: "Renewals: The Plan will be renewed at our discretionIf your Plan is eligible for renewal, we will notify you of the Plan fee and terms of renewal approximately days prior to expiration of coverageTo ensure there is no lapse of coverage, payment must be received prior to Plan expirationPlan fees [redacted] increase upon renewal." Again, we apologize for any inconvenience our decision has caused Ms [redacted] Respectfully, Old Republic Home Protection Co., Inc

Initial Business Response / [redacted] (1000, 5, 2015/07/10) */ Ms [redacted] Revdex.com RE: Plan # XXXXXXXX Dear Ms [redacted] , Regarding the service request for the air conditioners; 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 Providers and individuals involved, ensuring they understand the result of their actions and comments As a result of the circumstances that occurred, and strictly as a matter of goodwill, ORHP has agreed to waive the Trade Call Fee for the service request placed on June 23, 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, 2015/10/02) */ Ms [redacted] Revdex.com RE: Plan # XXXXXXXX Dear Ms [redacted] , Regarding the service request for the dishwasher, on behalf of Old Republic Home Protection (ORHP) and its employees, please extend our sincere apologies for the circumstances outlined in Mr***'s 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 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, the appointment with the appliance company is scheduled for todayAgain, please extend our apologies for the delays scheduling service by the INSP 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, 7, 2015/10/05) */ (The consumer indicated he/she DID NOT accept the response from the business.) The appointment mentioned in the reply was indeed met and the technician from Major Appliance and Repair company came out and determined he could not fix the dishwasherThis makes service companies and trips to our home and the dishwasher is still brokenAt this point, we need our money refunded (Proration) or an agreement by Old Republic to have the dishwasher replaced Final Business Response / [redacted] (4000, 9, 2015/10/06) */ 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 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 Providers and individuals involved, ensuring they understand the result of their actions and comments I have spoken with Mr***, and he has agreed to accept $as cash settlement for his dishwasher service requestIf Mr [redacted] has any additional questions, please advise him to contact me at XXX-XXX-XXXX 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

Initial Business Response / [redacted] (1000, 5, 2015/09/16) */ Ms [redacted] Revdex.com Re: Plan XXXXXXXX Dear Ms [redacted] , Regarding the denial of coverage for the trash compactor, and payment of the Trade Call Fee (TCF); I have reviewed the file that indicates the technician from MrAppliance diagnosed there were missing parts inside the trash compactor, and that is why it was not operating Please refer to page of the Plan that states: "General LimitationsThis Plan does not cover: DMissing components." With regard to the TCF; the TCF is due whether the service is covered or denied Please refer to page of the Plan that states: "The 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 that the terms and conditions of the Plan did not provide coverage in this situationWhile the intent of Old Republic Home Protection is to provide as much coverage as possible, the Plan is not all inclusive and there are limitations which are standard in the home warranty industry If Ms [redacted] has any questions, please advise her to contact us at XXX-XXX-XXXX for assistance Sincerely, [redacted] Plan Compliance Manager Old Republic Home Protection

Complaint: [redacted] I am rejecting this response because: I called (as well as ***Rooter called and spoke to a representative prior to the services being completed) and was told to call back for the authorization number AFTER the service was renderedWhen the [redacted] Rooter rep called he even questioned, "What if it's not approved and I've completed the service already?" The representative then told him, "It WILL be approved, don't worry about it." When we called after the service was completed, we were told that it was not supposed to be coveredA supervisor then got on the phone and obviously listened to the previous calls because he then stated he would approve it since both of us were told information After we received the approval, I called back to CANCEL the plan, I was told I needed to send in a letter to cancelWhich I did and then blocked any other transactions from your company from going through on my credit card because of the completely information I had received numerous times that dayI questioned the rep, "Is there any cancellation fees?" She plainly told me, "No, there is not any early cancellation fees." And then I received a bill for the cancellation I paid aid for this service for over a year with only one claimI think it's more than fair to ask to write off the $because of the numerous inconviences I have been caused during this entire processI have been given incorrect information on more than one occasion and when I called [redacted] Rooter, the plumber also remembers the specific conversation he had with your companyI would prefer to keep this out of small claims court, but a case will be opened if this isn't resolvedSincerely, [redacted]

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 meMy husband and I were both upset that it even got to this point, as I've never even made a complaint before to Revdex.comHowever, I am glad that Old Republic recognizes that this was unsatisfactory service and is willing to compensate us in responseSincerely, [redacted] ***

Initial Business Response / [redacted] (1000, 5, 2015/09/09) */ Ms [redacted] Revdex.com Dear Ms [redacted] , I was unable to locate a file using the property address Mr [redacted] provided on this complaint, and was unable to cross reference his file with the phone number providedPlease advise Mr [redacted] to provide the property address and Plan number and I will review the file and respond Sincerely, [redacted] Plan Compliance Manager Old Republic Home Protection Initial Consumer Rebuttal / [redacted] (3000, 7, 2015/09/10) */ (The consumer indicated he/she DID NOT accept the response from the business.) Address and plan is showing in the ORHP systemBelow is a screen shot from the ORHP website Search Results Verify that this is your property [redacted] XXXXX-XXXX Plan #: XX-XXX-XXX We are unable to assist you onlinePlease contact X-XXX-XXX-XXXX for assistance Final Business Response / [redacted] (4000, 9, 2015/09/15) */ 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 [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 According to the file, my associate, Mr [redacted] , has spoken with the Plan Holder, and is following up to resolve the service request 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 Final Consumer Response / [redacted] (4200, 11, 2015/09/19) */ (The consumer indicated he/she DID NOT accept the response from the business.) Per discussion with ORHP, they will not refund the service repair without paying their internal $call fee which was waived by the repairman that we usedTherefore, we are awaiting a full refundWe should not have to pay a deposit when one was not charged by the repairman

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 Ms [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 improvementAccording to the file, on August 14, 2017, my associate, Ms [redacted] , Customer Service Manager, spoke with Ms [redacted] and is assisting her to resolve the service requestIf Ms [redacted] has any questions, please advise her to contact Ms [redacted] at [redacted] 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] Plan Compliance ManagerOld 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 Ms [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 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 As a result of the circumstances that occurred, and strictly as a matter of goodwill, ORHP has agreed to waive the Trade Call Fee and we have dispatched a different Service Provider to diagnose Ms [redacted] air conditionerIf Ms [redacted] does not hear from a Service Provider by July 27, to schedule an appointment, please advise her to contact our Customer Service Department at [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] Plan Compliance Manager Old Republic Home Protection

Complaint: [redacted] I am rejecting this response because: As mentioned, the independent electrician stated that he believed the electrical line is arcing and that the line needs to be replaced At that time, he estimated $to replaceThis is all consistent with Old Republic's experts Any further response is pending consultation with the independent electrician In the meantime, we need confirmation from Old Republic that their expert saw the actual problem and further that the line does not to be deactivated and replaced I can't imagine that the current situation is safe Sincerely, [redacted] ***