Franks Television

Plan [redacted] Dear Revdex.com, Regarding the service request for the air conditioner; I reviewed the file and the technicians from [redacted] and [redacted] advised Old Republic Home Protection (ORHP) that the air conditioner is currently operating as designed, and there is no repair required at this time ORHP, like other home warranty companies, base their coverage decisions on the diagnosis from their Service ProvidersSince two companies have indicated no repair is necessary there were no repairs authorized According to the file, on May 2, 2107, [redacted] spoke with my associate, [redacted] , and advised her that the air conditioner was cooling properly at this time [redacted] also advised [redacted] of the day recall period outlined on page of the PlanIf [redacted] has any questions, please advise him to contact [redacted] at [redacted] for assistance Should [redacted] require service to his air conditioner during the remainder of his Plan term, which expires on December 21, 2017, please advise him to contact ORHP and we will dispatch a Service Provider to provide service Sincerely, [redacted] Plan Compliance Manager Old Republic Home Protection

Dear [redacted] , Regarding the electrical issue at the home; the Service Provider did not open the walls or ceiling to locate the exact location of the vibration he believes is occurring in the electrical lines, and he does not believe there is "arching" occurringPlease advise [redacted] that the cost to open the walls or ceilings to provide further diagnosis would not be covered in accordance with the Plan coverage (see page of the Plan for details) If [redacted] *** mentions in her response that her electrician believes there may be arching occurringPlease ask her to provide me photos from her electrician that supports their diagnosis, please advise her to provide me the information for review and coverage consideration Sincerely, [redacted] Plan Compliance Manager

Initial Business Response / [redacted] (1000, 5, 2015/06/12) */ 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***'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 I have reviewed the file that indicates my associate, Ms [redacted] has spoken with Mr***, and will follow up to ensure this service request is resolved in a timely manner If Mr [redacted] has any questions, please advise him to contact Ms [redacted] at XXX-XXX-XXXX extfor 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, 2015/06/12) */ Thank youI was notified by Old Republic yesterday after sending them a copy of this complaintThey told me they would work with me to fix the problem [redacted] Final Business Response / [redacted] (4000, 9, 2015/06/15) */ Ms [redacted] , Please inform Mr [redacted] if he has any questions regarding the resolution of his service request, to please contact my associate, Ms [redacted] at XXX-XXX-XXXX ext [redacted] for assistance Sincerely, [redacted] Claims Manager Old Republic Home Protection

Complaint: [redacted] I am rejecting this response because: Old Republic has based their decision on what their technician stated, that I placed something very heavy on the door to cause hinge to bend Please be advised that it was the first time I used the oven, since I just purchased my home All I did was open the oven door to take out a pizza I am a widow & only weigh 115lbs I did nothing to cause damage to oven door I even had a third party, "Golden State Inspection" examine my oven before I purchased my home The inspector noted that oven was in satisfactory condition & even took pictures to back up report Again, I did nothing to cause damage whatsoever I find "Old Republic Home Protection " to practice unfair business...Sincerely, [redacted]

Plan [redacted] Dear Revdex.com, Regarding the 3.5-ton [redacted] heat pump condenser installed by an Old Republic Home Protection (ORHP) network Service Provider in 2011, and [redacted] belief that they installed undersized equipment; I have reviewed the file that indicates the original heat pump condenser was a Trane model TWX42C100AAccording to Trane, this is a 3.5-ton heat pump In accordance with the Plan coverage, ORHP does not match the brand of the equipment, but we do provide coverage to install equipment that match the features, capacity, and efficiency of the original equipment Please refer to page of the Plan that states: “General LimitationsThis Plan does not cover: OMatching dimensions, color (including stainless steel) or brandWe are responsible for providing installation of equipment comparable in features (features that affect the operation of the system or appliance), capacity and efficiency only.” If [redacted] has any additional information he believes should be considered, please advise him to forward it to me at the address below for review Old Republic Home Protection [redacted] San Ramon, CA Attn: [redacted] Sincerely, [redacted] Plan Compliance Manager Old Republic Home Protection

Initial Business Response / [redacted] (1000, 5, 2016/02/02) */ Ms [redacted] Revdex.com RE: Plan # [redacted] Dear Ms [redacted] , Regarding the service request for the heating system; on behalf of Old Republic Home Protection (ORHP) and its employees, please extend our sincere apologies for the circumstances outlined in Mr [redacted] letter 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, Ms***, has been assigned to review the file and resolve the service request as soon as the replacement heat exchanger is availableIf Mr [redacted] has any questions, please advise him to contact Ms [redacted] at [redacted] 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] (2000, 7, 2016/02/03) */ (The consumer indicated he/she ACCEPTED the response from the business.) it is ok, a shame it takes me posting on FB & Revdex.com to get someone to even addressBottom line it is taking too long and they should have replaced the entire unit which could have already been done but they are trying to save money at the consumers expense & sufferingHopefully it will be resolved soon **

Initial Business Response / [redacted] (1000, 5, 2016/01/08) */ Ms [redacted] Revdex.com RE: Plan XXXXXXXX Dear Ms [redacted] , Regarding the service request for the ornamental fountain; I have reviewed the file that indicates the Out-Of-Network Contractor (OONC) hired by Ms [redacted] advised Old Republic Home Protection that the cause of failure of the ornamental fountain motor was due to it being the wrong size motor for the fountain Please refer to page of the Plan that states: "GENERAL LIMITATIONSTHIS PLAN DOES NOT COVER: EImproper repair/installation/modification of the covered item." According to the file, my associate, Mr [redacted] has been assigned to review the file, and will contact Ms [redacted] to discuss the OONC's diagnosis If Ms [redacted] has any questions or additional information she believes should be considered, please advise her to contact Mr [redacted] at XXX-XXX-XXXX Ext [redacted] for assistance Sincerely, [redacted] Plan Compliance Manager Old Republic Home Protection Initial Consumer Rebuttal / [redacted] (3000, 7, 2016/01/11) */ (The consumer indicated he/she DID NOT accept the response from the business.) Regardless of what Old Republic and Mr [redacted] has to say now, we informed them that one of the possible causes of failure [redacted] be due to the size of the motor prior to hiring the out of network contractor and the employee of Old Republic we spoke with said they would reimburse us for the work doneThat constitutes a verbal contract since we proceeded on their instruction and representations that they would cover this repairIn court, verbal contracts are just as binding as written contracts And with regards to the supposed "exclusion" Mr [redacted] is claiming that clause is followed by an asterisk which states that "additional coverage [redacted] be available with the Ultimate Protection", which I have in the form of their highest plan, the Platinum Protection Plan In addition, my husband was on a 3-way phone call with Old Republic and the OONC after the work was done and the OONC told them that the failure of the fountain could not be pinpointed to just the "size" and they are trying to now claim that means they don't have to provide coverageWe didn't spec the motor or install itThat motor had been in that fountain for years upon yearsOld Republic is now refusing to acknowledge the other issues the OONC informed them of with the motor, including the fact that it was burned up, past its expected life span and had a filter in it that we were told was years old and probably the original filterAny or all of these factors could have contributed to its failure and this should be covered This response is absolutely unacceptable and they need to stand behind what they told us and reimburse us for the work they instructed us to doThey are currently in breach of the oral contract they entered into with us and we expect a full reimbursement immediatelyFurther, as listed in their own document under Ultimate Protection (one step below the plan we have) additional coverage included in section 10, sub section d) "correct an improper installation/repair/modification of a system or appliance, or correct any mismatch condition in terms of capacity/efficiency to ensure system operational compatibility." Mr [redacted] and Old Repbulic are ignoring certain portions of their own document and all of the information provided by the OONC in order to try and get out of covering this service call which they instructed us to proceed withIn my opinion this is shady business practices and downright unethicalI expect them to stand by their own document and the word of one of their employees stating we would be reimbursed Final Business Response / [redacted] (4000, 9, 2016/01/12) */ Ms [redacted] , Regarding the denial of coverage for the improperly sized fountain motor; according to the file, when [redacted] from Blackthorn Pools contacted us with their diagnosis, he advised us that the failure of the motor was the result of it being undersized, not from wearOld Republic Home Protection based the coverage decision on the diagnosis provided by [redacted] With regard to the Ultimate Protection coverage, please refer to page of the Plan that states: "Other Enhanced Coverage included in Ultimate Protection: When required to render a covered repair or replacement*, we will: d) Correct an improper installation/repair/modification of a system or appliance, or correct any mismatch condition in terms of capacity/efficiency in order to ensure system operational compatibilityCoverage does not apply if the cause of failure of the system or appliance is solely due to the improper installation/repair/modification or mismatch condition, or if the system is undersized relative to the square footage of the area being heated/cooledAll other terms and conditions of the Plan applyIf the improper installation/repair/modification or mismatch system is in violation of a code requirement, see 10a above." *bold added to emphasize wording Since we were advised by Blackthorn Pools that the cause of the failure was the improper installation, there was no covered repair in accordance with the limitations of liability listed on page of the Plan that excludes improper installations, and therefore, coverage for correcting an improper installation would not apply As for ORHP agreeing to reimburse for repairs completed by an Out-Of-Network Contractor (OONC); the agreement to reimburse would always be intended for covered repairs, and is never made as a blanket statement that would conflict with the terms and conditions of the Plan, unless otherwise provided to the Plan Holder in writingThat is why we require the OONC to contact us prior to initiating repairs, so coverage can be determined and discussed with the Plan Holder Please refer to page of the Plan that states: "When we request or authorize you to obtain an INDEPENDENT OUT-OF-NETWORK CONTRACTOR to perform diagnosis and/or service: 1) We recommend that the Contractor be qualified and insured, and charge fair and reasonable rates for parts and service2) Once the technician is at the home, and prior to any services being rendered, you must call our Authorization Department with the technician's diagnosis and dollar amount of services required3) We will provide an Authorization Number for the covered services [redacted] and dollar amount that we have authorizedFailure to contact us as outlined [redacted] result in denial of coverage4) Upon completion of the authorized services, the Contractor must provide you an itemized invoice for the authorized charges5) You must submit the itemized invoice, including the Authorization Number provided by us, for reimbursement6) A Trade Call Fee is due per trade, and will be deducted from any reimbursement provided7) You are expected to pay the Independent Out-of-Network Contractor directly for the services rendered and then submit the invoice to us for reimbursement." *Bold added to emphasize coverage That said, the file indicates that my associate, Mr [redacted] has spoken with Ms [redacted] , and he has left a message for Blackthorn Pools to discuss their diagnosis If Ms [redacted] has any further questions, please advise her to contact Mr [redacted] at XXX-XXX-XXXX Ext [redacted] for assistance Sincerely, [redacted] Plan Compliance Manager

Dear Revdex.com, Regarding the service request for the package heat pump, and [redacted] belief that Old Republic Home Protection (ORHP) is a general contractor, and his request to cancel his Plan; I have reviewed the file that indicates that a new Lennox package heat pump unit was installed on March 10, (both parts and labor provided by the manufacturer), and on March 16, 2017, the city inspector confirmed the installation was completed in accordance with local and state code, and the equipment is operating as designed As for [redacted] belief that ORHP is a general contractor and therefore is required to be licensed as such; ORHP is a home warranty company, regulated by the Nevada Division of Insurance, with no requirement to hold a contractor’s license In addition, and after further investigation, we are not aware of a specific one year labor warranty in Nevada With regard to [redacted] request to cancel his Plan; please advise [redacted] if he still wishes to cancel his Plan, to either send me a written request at the address below, fax the request to [redacted] , or email the request to [redacted] , and the Plan will be cancelled effective March 22, 2017, and in accordance with the terms of cancellation outlined on page of the Plan Old Republic Home Protection [redacted] San Ramon, CA Attn: Cancellation Department If [redacted] has any questions, please advise him to contact me at his convenience Sincerely, [redacted] Plan Compliance Manager Old Republic Home Protection

Initial Business Response / [redacted] (1000, 5, 2016/01/15) */ Dear Ms [redacted] , Please extend our sincere apologies for the circumstances outlined by Mr***Please advise him to provide me the Plan number and/or property address so I can review the file and provide assistance Sincerely *** [redacted] Plan Compliance Manager Old Republic Home Protection Initial Consumer Rebuttal / [redacted] (3000, 7, 2016/01/19) */ (The consumer indicated he/she DID NOT accept the response from the business.) The address is XXXXX Xth Street # [redacted] St [redacted] XXXXX Final Business Response / [redacted] (4000, 9, 2016/01/20) */ 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***'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 According to the file, on January 15, 2016, my associate, Mr [redacted] spoke with Mr [redacted] and he agreed to accept a cash settlement of $for the repair of the refrigeratorThe cash settlement has been processed and Mr [redacted] should receive the check within days In addition, as a result of the circumstances that occurred, and strictly as a matter of goodwill, Mr [redacted] agreed to waive 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] Plan Compliance Manager Old Republic Home Protection Final Consumer Response / [redacted] (2000, 11, 2016/01/21) */ (The consumer indicated he/she ACCEPTED the response from the business.) Agree with [redacted] has outlined above in terms of how they resolved it after I told them I would open this Revdex.com case and then did so I think ORHP needs to take a look at them selves and their marketing claimsThey should review their marketing claims gaps in how they actually do businessThey claim to be people helping people, to care, to listen, to be dependable, and to know the difference between company policy and customer serviceThis interaction with them has proven otherwiseIf you cant live up to the claims, dont make them At the end of the day, a tennant of mine, an year veteran of the US Army, was without a working fridge for days due to the delays associated with the requestI choose to credit him the $that was waived by for the trade call

RE: Plan # [redacted] Dear Revdex.com, Regarding the service request for the refrigerator; I have reviewed the file and although the Trade Call Fee is due whether service is covered or denied, Old Republic Home Protection has agreed, strictly as a matter of goodwill, to honor [redacted] request to waive the Trade Call Fee Best regards, [redacted] Plan Compliance Manager Old Republic Home Protection

Complaint: [redacted] I am rejecting this response because: I am not happy with the treatment that I have received from this company that I have been a loyal customer with for yearsSincerely, [redacted] ***

Complaint: [redacted] I am rejecting this response because: I still have a lot of confusion surrounding this situation and am not 100% satisfiedFor starters, I was shocked to see that the fee I paid in March was actually for service in DecemberAs I outlined in my initial complaint, for the heater house call in December, I paid the individual right then and there, using my credit cardWhen I got the first letter stating that I hadn't paid, I searched my credit card statements and indeed, there was no chargeTHIS IS NOT MY FAULTI made every intent to pay my billAs soon as I realized that the bill hadn't actually been paid, I went online and paid through the portalThe fact that the charge didn't go through until March is shocking to meAs I stated in my original complaint, the first charge didn't go through, and it looks like the second one didn't eithleast not right away Upon looking at my Google calendar, I see two dishwasher house calls-one on March 13, and the second (when the work was actually done to fix my dishwasher) on March 31-see screenshot attachedYou can see how I assumed that the March payment was for the first March house call-I didn't remember the exact date of the housecall (indeed, there is less than a week's time between March and March 13), and would never dream that the payment for a December house call that I would have made in January or February (depending on when they sent the letter) would have taken until March to clearLike most people, I do not monitor my credit card accounts on a daily basis, so when I'm told I didn't pay a service fee in March and then I search my credit card statement and find a paid service fee in March, I assume what most logical individuals would-that I did indeed pay my March service fee Immediately after the house call on March I initiated payment-via the portit didn't work directly paying the person the previous time so I wasn't going to take any chancesAgain, it looks like the system wasn't functioning appropriately as it looks like the payment never went through-AGAIN (after checking all credit card transactions, indeed there is only one to Old Republic)I am highly unimpressed because it looks like my honest attempts to pay are thwarted by a system that is not functioning appropriately Here is what I see: -An attempted payment in December didn't clearI was alerted via a mailed letter, and paid the bill immediatelyThis payment didn't clear until March -An attempted payment on March 13, immediately after the first of two house calls, didn't clear-AGAINNot knowing this, or that the December charge didn't clear payment until March, the charge on my credit card in MARCH was assumed to be paying the MARCH house call -I did not receive prior clarification that the fee I paid in MARCH, which I thought was for service in MARCH, was actually for service in DecemberHad I received this specific response to my first attempt to prove payment, I never would have escalated the issue this farYes, I still would have been unhappy, but at least some of the confusion would have been cleared -Due to circumstances out of my hands, I do indeed still owe Old Republic $and I am fine with paying that fee as that is justHowever, I do not wish to pay the full $they are asking for to cover the credit hounds' fee because, as explained above, as far as I was concerned, I did my due diligence and paid my billsIt's not my fault I was up against a system that wasn't working correctly Therefore, I am asking that the amount due on my account be changed to $65, which I will happily pay.Sincerely, [redacted] ***

Dear Mr [redacted] Regarding the service request for the air conditioner, and the pending replacement of the evaporative coil; on behalf of Old Republic Home Protection (ORHP) and its employees, please extend our sincere apologies for the delay completing the service request for Mr [redacted] ORHP, like other home warranty companies, uses independent part suppliers to service our Plan HoldersAlthough efforts are made to utilize parts suppliers that 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, the delivery of the replacement evaporative coil was delayed by the supplier, and when it arrived May 22nd, it had shipping damageAs a result, a new evaporative coil was ordered on May 24, I am following to ensure it is replaced in a timely manner once it arrivesAccording to the supplier, due to the Holiday May 30TH, the new coil is scheduled for delivery on TuesdayMay 31st We have checked with the owner of A-HVAC and they are unable to supply a replacement coilAnother option is I can provide Mr [redacted] a cash settlement for our cost of the replacement ($944), plus I would provide an additional $as a gesture of goodwill as a result of the unexpected delay, and Mr [redacted] can hire an Out-Of-Network Contractor of his choice to complete the repair Please advise Mr [redacted] to contact me if he would prefer the cash settlementOtherwise, I will follow up with him on May 31, regarding the status of replacing the coilAgain, please extend our sincere apologies for the delayORHP appreciates MrCowart 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 customersPlease advise Mr [redacted] to contact me if he has any questionsSincerely, [redacted] Plan compliance ManagerOld Republic Home Protection

Complaint: [redacted] I am rejecting this response because: this is a flat out lie on old republics behalfIf cold air is blowing out of my roof through the damper it has been installed incorrectlyThe technician who came out told me that it was installed improperly and should not have been installed in the first placeHe also told me that he thinks old republic is switching his words aroundI have requested a way call to verify but old republic says they can't reach the technician when they tryI find this hard to believe seeing as I have been able to reach the tech every timeThe technician also stated it is hard for him to remember the specifics for the job seeing as it's been so longs since he has been out (due to old republic dragging their feet) I would also like to point out that they would like me to pay for a service call to remove a part that they acknowledge they installed but claim they do not coverOld republic is being dishonest about the whole situationI still have yet to receive any work orders for the work performedIf they provided the work order it would prove they installed a part that they should have never added to my systemSincerely, [redacted] ***

Initial Business Response / [redacted] (1000, 5, 2016/01/08) */ Ms [redacted] Revdex.com RE: Plan # XXXXXXXX Dear Ms [redacted] , Regarding the service request for the shower valve; I have reviewed the file that indicates the plumber from AZ Plumbing diagnosed the shower valve must be replaced, and in order to complete the repair, access is required through the shower enclosure Please refer to page of the Plan that states: "Access: AWhen covered heating and plumbing service is performed, access will be provided through unobstructed walls, ceilings and floors onlyIn that case, we will return access opening to a rough finish condition (concrete, mud, wire, drywall and tape)." According to the file, on January 6, 2015, my associate, Ms [redacted] , spoke with Ms [redacted] and is following up to assist her with resolving the service requestIf 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] Plan Compliance Manager Old Republic Home Protection

Complaint: [redacted] I am rejecting this response because: The scheduled appointment did not show up on Friday the 26th They are not able to come back out until June 7th, so until then I'm not able to accept this response in the Revdex.com's day window given the work isn't done yet.Sincerely, [redacted]

Dear Revdex.com, Please extend my sincere apologies to ***I reviewed the file that indicates we have dispatched Lewis Comfort Controls (LCC) to diagnose both the upstairs air conditioner and confirm the new downstairs equipment is operating properlyIf ** [redacted] has any questions with regard to scheduling, please advise him to contact LCC at [redacted] Sincerely, [redacted] Plan Compliance Manager

Initial Business Response / [redacted] (1000, 5, 2015/10/05) */ 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 I have reviewed the file that indicates the Plan will cover $2,of the cost for Ms***'s Out-Of-Network Contractor to replace her evaporative coilAccording to the file, the remaining amount due for the repairs is necessary to provide access to replace the evaporative coil, and to repair the ductwork that was damaged as the result of the water leak from the evaporative coil drain pan Please refer to of the Plan that states: "Access: DWe do not pay additional charges to remove or install systems, appliances, or non-related equipment in order to make a covered repair General Exclusions: DWe do not pay, nor are we liable, for secondary or consequential loss or damage; personal or property loss or damage; or bodily injury of any kind." Please extend our apologies to Ms [redacted] that the terms and conditions of the Plan did not provide coverage for all of the costs to complete the repairWhile the intent of ORHP is to provide as much coverage as possible, the Plan is not all inclusive, and there are limitations which are standard in the home warranty industry ORHP appreciates Ms [redacted] taking the time to provide her opinion and perspective of her service experience, which in turn, provides ORHP the opportunity to improve the service we provide to our customers Best regards, [redacted] Plan Compliance Manager Old Republic Home Protection

Initial Business Response / [redacted] (1000, 5, 2015/06/15) */ Ms [redacted] Revdex.com Re: Plan # XXXXXXXX Dear Ms [redacted] , Regarding the service request for the water leak; on behalf of Old Republic Home Protection (ORHP) and its employees, please extend our sincere apologies for the circumstances outlined in Mrand Mrs***' 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 Mrand Mrs [redacted] provided, I have taken personal responsibility to address the issues outlined with the Service Provider and individuals involved, ensuring they understand the result of their actions and comments I have reviewed the file and will follow up to ensure Mrand Mrs [redacted] receives the $refund from Reilly's Plumbing in a timely manner ORHP appreciates Mrand Mrs [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, 2015/06/17) */ (The consumer indicated he/she ACCEPTED the response from the business.)

Initial Business Response / [redacted] (1000, 10, 2015/09/29) */ Ms [redacted] , Please advise Mr [redacted] as a gesture of goodwill, Old Republic Home Protection has waived the Trade Call FeeIf he has any questions, please advise him to contact me at XXX-XXX-XXXX Ext *** Sincerely, *** [redacted] Plan Compliance Manager Old Republic Home Protection Initial Consumer Rebuttal / [redacted] (2000, 12, 2015/09/30) */ (The consumer indicated he/she ACCEPTED the response from the business.) I accepr the above resolution from Mr [redacted] because it satisfies my reason for this complaintOne question I do have is the collection company will Old Republic notify them of this resolution? Does this resolution clear their collection fee or is that a separate process ? Thank you Mr [redacted] I appreciate your willingness to resolve this matter