Franks Television

RE: Plan # [redacted] Dear Revdex.com, Regarding the service request for the ceiling fan and payment of the Trade Call Fee (TCF); 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 reviewed the file that indicates the electrician from HRH Electric diagnosed the cause of failure of the ceiling fan was the result of improper installationIn accordance with the terms and conditions of the Plan, coverage was denied Please refer to page of the Plan that states: “GENERAL LIMITATIONSTHIS PLAN DOES NOT COVER: EImproper repair/installation/modification of the covered item.” With regard to payment of the TCF; the TCF is due whether service is covered or deniedPlease refer to page of the Plan that states: “You are responsible to pay a TRADE (SERVICE) CALL FEE (TCF) when the Service Provider arrives at your homeThe TCF (or the actual cost of service, whichever is less) is due for each dispatched service request by trade (plumbing, electrical, appliance, heating/air conditioning, etc.)Service work is guaranteed for daysThe TCF is due whether service is covered or deniedEssentially, when we incur a cost of service, you are responsible for a TCFA TCF may be due if you fail to be present at the scheduled appointment time, if you cancel your request once the Service Provider is in route to your home, or you request a second opinion of the Service Provider’s diagnosisFailure to pay the TCF can result in suspension of coverage until such time as the proper fee is paid At that time, coverage will be reinstated but the term will not be extendedYou will be responsible for any fees incurred for collection efforts, if requiredWe will not respond to a new service request until all previous Trade Call Fees are paid.” Please advise Mr [redacted] to submit payment of the TCF to Old Republic Home Protection at his earliest convenience to avoid a disruption in Plan coverage Best regards, [redacted] Plan Compliance Manager Old Republic Home Protection

Plan [redacted] Dear Revdex.com, According to the file on September 10, 2017, [redacted] conducted a refrigerant leak search and determined the issue was a refrigerant restriction in the metering deviceThey advised us that they replaced the metering device, recharged the system, and it was cooling as designedIf [redacted] has any questions, please advise him to contact [redacted] at [redacted] Ext [redacted] or his Supervisor [redacted] for assistance Sincerely, [redacted] Plan Compliance Manager

Complaint: [redacted] I am rejecting this response because:Old Republic's response contains misleading and inaccurate informationTheir technician only speculated on the cause -- he has not gone into the ceiling to isolate and investigate where the problem is occurring He only guesses what the problem is He has told us that is more cost effective to run a new line rather than find the actual problemEither way, if the conduit is not properly secured, this is a defect that should be fixed under the "electrical system" warranty, unless the conduit is not required for electrical, which is obviously not the caseOld Republic's response is wholly unacceptable and is in breach of the warrant and contract We feel we have been given the run around for many months on this issue and do not consider this matter resolved We do not understand why this company refuses to do the right thing and simply fix a $problem that they are required to do by contract, rather than risk litigation, their reputation, and a poor Revdex.com rating

Plan [redacted] Dear Revdex.com, Regarding the denial of coverage for the microwave ovenI have reviewed the file and the following is a brief summary 04/17/ Plan effective 07/24/ Service request: microwave is emitting a burning smell and turns on by itself Dispatched: A and Z My Appliance 08/01/ Status: the technician was unable to duplicate the smell or any malfunction of the microwave ovenHe advised us that the microwave was functioning as designedHe also advised us that he diagnosed that the removable mesh filter screen located underneath the microwave was dirty and required cleaningThe technician removed the mesh filter screen and gave it to the tenant to cleanThe tenant, Jennifer, agreed to re-install the mesh filter screen once it was cleaned Please refer to page of the Plan that states: “GENERAL LIMITATIONSTHIS PLAN DOES NOT COVER: BRoutine maintenance or cleaning.” 08/04/ Jennifer advised Old Republic Home Protection (ORHP) that she thought the microwave oven was making an unusual noise since A and Z My Appliance provided serviceORHP agreed to dispatch a different Service Provider Dispatched: California Appliance Repair 08/14/ When California Appliance Repair arrived at the home for the appointment, the service was cancelled at the door 02/19/ Service request: the microwave oven will not turn on Dispatched: Xclusive Appliance Repair 02/21/ Status: the technician diagnosed that the mesh filter screen was not installed which allowed cooking oil to accumulate on the working componentsAs a result, the oil damaged the diode, capacitor, blower, and other working components of the microwave ovenHe advised us that this failure was not the result of wear and use Please 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: C) Have become inoperable due to wear and use “ If Mr [redacted] has any additional information he believes should be considered, please advise him to forward it to me at [redacted] , or mail it to the address below Old Republic Home Protection [redacted] Attn: [redacted] Should Mr [redacted] believe this claim has been wrongfully denied, in whole or in part, Mr [redacted] may request further assistance by contacting me directly, or contacting the California Department of Insurance: State of California Department of Insurance [redacted] ATTN: CONSUMER COMMUNICATIONS BUREAU [redacted] 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 Sincerely, [redacted] Plan Compliance Manager Old Republic Home Protection

Plan [redacted] Dear Revdex.com, Regarding the service request for the air conditioner; I reviewed the file that indicates the technician from [redacted] advised us that the air conditioner condenser is less than five years old, and the parts and components, including the compressor, are still under the manufacturer warrantyIn addition, we spoke with [redacted] at [redacted] a supplier of air conditioner equipment in Florida, and he also confirmed that based on the model and serial number, the equipment is still under the manufacturer warranty Please refer to page of the Plan that states: “GENERAL LIMITATIONSTHIS PLAN DOES NOT COVER: FAny costs related to servicing systems, appliances or components covered, in whole or in part, by an existing manufacturer/ distributor/ or other warranty.” Please extend our apologies to [redacted] that the terms and conditions of the Plan do provide coverage in this situationWhile the intent of Old Republic Home Protection 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 he believes should be considered, please advise him to forward it to me for review at the address below Old Republic Home Protection [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 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 According to the file, my associate, Ms [redacted] , was assigned to review the service request and provide assistance to Ms [redacted] The file indicates that Ms [redacted] has left a message for Ms [redacted] to return her call to discuss the service request for the air conditionerPlease advise Ms [redacted] to contact Ms [redacted] at [redacted] at her earliest convenience 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, 2015/10/12) */ Plan XXXXXXXX Dear Ms [redacted] , Regarding the service request for the air conditioner; please advise Mr [redacted] to provide me a legible copy of the invoice for my review, and mail it to my attention at the following address Old Republic Home Protection P.OBox San Ramon, CA XXXXX Attn: [redacted] Sincerely, [redacted] Plan Compliance Manager Old Republic Home Protection Initial Consumer Rebuttal / [redacted] (3000, 8, 2015/10/16) */ Hi [redacted] I will be sending a physical copy of the repair invoice to Mr [redacted] of Old Republic Home Protection todayI've also attached a copy to this email However case have yet to be resolved, how should I respond to Step of the Revdex.com response? Can I click "no" with the comment "sent in invoice of repair, waiting for satisfactory resolution from ORHP" Please advise, thank you! [redacted] XXX-XXX-XXXX Final Business Response / [redacted] (4000, 10, 2015/10/27) */ Dear Ms [redacted] , Please advise Mr [redacted] I have received his invoice and processed reimbursement of $less the Trade Call FeeA check will be mailed to him within days Sincerely, [redacted] Plan Compliance Manager Old Republic Home Protection

RE: Plan # [redacted] Dear Revdex.com, Regarding the service request for the clothes dryer; 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 that indicates ORHP has re-dispatched Ace Appliance to further diagnose the clothes dryer, and they will contact Mr [redacted] to schedule an appointmentIf Mr [redacted] has any questions regarding the appointment, please advise him to contact Ace Appliance 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 If Mr [redacted] has any questions, please advise him to contact me at [redacted] *** Best regards, [redacted] Plan Compliance Manager Old Republic Home Protection

Initial Business Response / [redacted] (1000, 5, 2015/08/28) */ 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 Providers and individuals involved, ensuring they understand the result of their actions and comments I have spoken with Mr [redacted] , and advised him that I have dispatched Lee's Heating and Air Conditioning to provide a diagnosis of the air conditioner water leakIf Mr [redacted] has any 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 Consumer Rebuttal / [redacted] (3000, 7, 2015/08/31) */ (The consumer indicated he/she DID NOT accept the response from the business.) Its good potential that a manager from old republic called me last week and that he promissed to send another trusted contractor to assess the AC water leak on my propertyHowever I will meet the new contractor on site to see and I hope I hear good rational of this leak and how can we manage itI want to trust the OR again and let it continue to maintain the houses I ownJust a reminder I am an ultimate customer and my AC unit and the ducts r included in my policy and I hope the OR will do the right decision to resolve my problemLast week also my claim for service was denied for the other house but this [redacted] be because the needed plumbing work was outside the house Final Business Response / [redacted] (4000, 9, 2015/09/01) */ Dear Ms [redacted] , Mr [redacted] has an appointment September 1, with Lee's HVAC to service the air conditioner and provide Old Republic Home Protection a diagnosisOnce we have received the diagnosis, Mr [redacted] will be contacted to discuss coverage Sincerely, [redacted] Plan Compliance Manager Old Republic Home Protection Final Consumer Response / [redacted] (4200, 11, 2015/09/03) */ (The consumer indicated he/she DID NOT accept the response from the business.) the dispute still between me and the old republic as far as it refuses to carry the responsibility according to the contract between me and them.I asked for my complain things repair, replace, or give my money backmonths now I have contracts with houses, I asked times for service and the times I was denied including this one of the ACSo, the old republic got more that $and times visit with $and I got nothing for God sake only I got some sweet words from one of its managers that he will send another contractor to diagnose,,,well and good,,, what did he say after the visit,,, he said that he found out the cause of the problem of the AC leak dropping over my house the cause is the AC needs levelingand this is the 4th diagnosis I heard from the technicians of the old republic and neither of (all these disorders were included in my policy) when I thanked him for his diagnosis he he told me don't thank me before managing this leakI told him well and goodtalk to the old republic manager and tell him this diagnosis after days the manager called me denying my service as the diagnosis was not included in my policy which is solely includes two things written on the first page 1- the AC 2- the swimming pool after that I told the manager ok while the technician diagnosed the leveling disorder in my AC I would like him to fix it and I will pay him directlythe manger told me that "it is not necessary this technician u can find another"for God sake ,, the other people diagnosed the AC drain pan is dripping on my house and the AC must be replaced so how can I convince them to do levelingI tried to call the technician that diagnosed the leveling issue and he was vanished like others,,, these companies for courtesy to the old republic and to maintain their business with the old republic they should not cost the old republic much money yet they keep their services and the customers go to hillthis is the story in briefI am not satisfied with all the scenario that was acted by the manager and the friendly companies he is hiringI want to see one service from the old republic but I couldn't get any I still want a mediation or arbitration to get my rights from the old republicthe old republic guys dont have a middle solution and they dont like it while the denial will cost them nothingthey are experts not in home protection but in creating excuses to escape the responsibilityalthough I will not be able to let the tenants in the house more than thatI waited almost one month because of the old republic and at the end I will replace my AC myself only what I got is the delay thank you again the Revdex.comu tried your best and I appreciate it

Dear Revdex.com, Please advise [redacted] that if he wishes to cancel the Plan, it will be processed in accordance with the terms of cancellation outlined on page of the Plan that states: “Cancellation: Nevada Residents: If Plan is cancelled within the first days of coverage, you will receive a full refundHowever, if services have been rendered, you will receive a pro rata refund for the unexpired term, and a $processing feeIf Plan is cancelled after days, you will receive a pro rata refund for the unexpired term, and a $processing feeIf Plan is cancelled by us, you will receive a pro rata refund for the unexpired term less unpaid trade call feesIf Plan is cancelled by us, we shall mail a notice to you at the last known address contained in our records, at least days prior to cancellation, stating the reason and effective date of cancellationA 10% penalty per month shall be added to a refund not paid within days of request to cancelOur reasons for cancellation include 1) nonpayment of fees by you; 2) fraud or misrepresentation of facts material to the Plan by you.” Based on the terms of cancellation, he would not receive a full refund of the Plan feeIf he still wishes to cancel the Plan, please advise him to email me at [redacted] , and I will process the cancellation effective March 22, As for Dan’s Heating and Cooling, it is my understanding they were compensated by the manufacturer for the labor and material to install the new equipment If [redacted] has any questions, please advise him to contact me at [redacted] Sincerely, [redacted] Plan Compliance Manager Old Republic Home Protection

RE: Plan # [redacted] Dear Revdex.com, Regarding the service request for the package HVAC 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, on December 28, 2016, my associate, [redacted] , spoke with [redacted] regarding the replacement of the package HVAC equipment, and will follow up to ensure it is installed in a timely manner If [redacted] has any questions, please advise him to contact [redacted] at ###-###-#### Ext***, or his Supervisor, [redacted] ***, for assistance In addition, 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 [redacted] should receive the check within days ORHP appreciates [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, 2015/10/27) */ Dear Ms [redacted] , Regarding the replacement of the evaporative coil by Ms [redacted] 's Out-Of-Network Contractor; please advise her to provide me a copy of their diagnosis and invoice for my review Sincerely, [redacted] Plan Compliance Manager Old Republic Home Protection Initial Consumer Rebuttal / [redacted] (3000, 7, 2015/10/30) */ (The consumer indicated he/she DID NOT accept the response from the business.) The information requested by [redacted] was supplied to Old Republic by email from my office on October 15, It was also followed up on with another email from my office on October 19, My wife and I have talked to these people until we are blue in the face and supplied them with every bit of information they have requested within a few hours of making the requestThis new response is nothing more than a stall tactic Also, we recently had the entire heat pump replaced by Brown & Reaves at a cost of $Old Republic received the Brown & Reaves Estimate on October 15, They received the independent opinion from Four Star Plumbing and Air Conditioning that same dateThe folks from Brown & Reaves had an opinion consistent with that of Four Star regarding the coilOld Republic has since sent out a tech to photograph the unit that was removed I believe the internet is ripe with reports of this same type of conduct from Old Republic and we believe they are dealing with us in bad faith I can provide documentation of each of the above, but cannot attach documents to this response Thanks - [redacted] A [redacted] Final Business Response / [redacted] (4000, 9, 2015/11/02) */ RE: Plan # XXXXXXXX Dear Ms [redacted] , Regarding the service request for air conditioner; on behalf of Old Republic Home Protection (ORHP) and its employees, please extend our sincere apologies for the circumstances outlined in Mrand Mrs [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 I have reviewed the file and the information provided, and based on the estimate of $1,for the replacement of the evaporative coil by the Out-Of-Network Contractor, Four Star Air Conditioning, ORHP has agreed to provide Mrand Mrs [redacted] a cash settlement, and a check for $1,will be mailed to them within the next days ORHP appreciates Mrand Mrs [redacted] taking the time to provide their opinion and perspective of their 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 service request for the leaking tub spout, and [redacted] request to have the leaking tub spout reinstalled; I have reviewed the file and the Plan does not provide coverage for tub spoutsAccording to the Service Provider, the tub spout was not properly installed and the estimate to correct the improper installation and repair the leak was $ Please refer to page of the Plan that states: “Plumbing Coverage NOT COVERED: tub spout “ With regard to reinstalling the tub spout; the Service Provide has advised us that reinstalling the tub spout could result in secondary water damage if the spout is not properly installed and the tub/shower is usedFor this reason, he will not assume the liability to reinstall the tub spout unless he is hired by [redacted] to complete a proper installation Please extend our sincere 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 he believes should be considered, please advise him to contact me at [redacted] *** Sincerely [redacted] Plan Compliance Manager Old Republic Home Protection

Initial Business Response / [redacted] (1000, 5, 2015/10/28) */ Plan XXXXXXXX Dear Ms [redacted] , Regarding the denial of coverage for the air conditioner; please advise Mr [redacted] to provide me the written diagnosis and invoice from his Out-Of-Network Contractor for my reviewMr [redacted] can either email the information to me at ***@orhp.com , or mail it to my attention at the following address Old Republic Home Protection P.OBox San Ramon, CA XXXXX If Mr [redacted] has any questions, please advise him to contact me at XXX-XXX-XXXX Ext *** Sincerely, [redacted] Plan Compliance Manager Old Republic Home Protection

Initial Business Response / [redacted] (1000, 5, 2015/10/07) */ 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 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 According to the file, my associate, Ms [redacted] , has spoken with Mr [redacted] , and will follow up to resolve his service requestIf Mr [redacted] has any questions, please advise him to contact Ms [redacted] at XXX-XXX-XXXX Ext [redacted] for assistance ORHP appreciates Mr [redacted] taking the time to provide his opinion and perspective of his service experience, which in turn, provides ORHP the opportunity to improve the service we provide to our customers Best regards, [redacted] Plan Compliance Manager Old Republic Home Protection Initial Consumer Rebuttal / [redacted] (3000, 7, 2015/10/08) */ (The consumer indicated he/she DID NOT accept the response from the business.) I have called Ms [redacted] the whole day and hasn't not returned any of my messagesCan you confirm if she is receiving my messages and ignoring them? Final Business Response / [redacted] (4000, 10, 2015/10/09) */ Dear Ms [redacted] , According to the file, Ms [redacted] spoke with Mr [redacted] on October 8, to discuss a resolution for his service requestIf he has any additional questions, please advise him to contact Ms [redacted] at XXX-XXX-XXXX Ext [redacted] for assistance Sincerely, [redacted] Plan Compliance Manager Old Republic Home Protection

Complaint: [redacted] As previously noted, Old Republic's response is completely inadequate and rejected Best, ***

Complaint: [redacted] I am rejecting this response because: It is obvious to me and a lot of other people based on the many negative reviews for this Company that the way this Company makes money is by cheating people by not paying for valid repairs stated in their coverage plan They do not even have my name correct in their reply to the Revdex.com...my name is NOT [redacted] , I won't say what it really is for privacy reasons I want to warn people if you're even thinking about buying a policy from this Company...DON"T! I am a retired person that worked for the Government for years and I know when someone is giving me the run around and down-right lying to me which is what this company did! I made sure I complied with their rules I tried repeatedly to get in contact with the HVAC company, Jim Morris and Sons and could not even get them on the phone nor could I leave them voicemail because their box was full and could not accept any more calls, so I got estimates from other HVAC companies It was determined that the entire unit needed to be replaced because it could not be repaired which is what the estimate had on it and it what the technician stated to Old Republic Home Protection on the phone as is required by them They make you believe by their response that I didn't follow their protocol, but I did to the letter!! I can tell you they did not offer up the authorization code for my approval to use an outside contractor, I had to ask for it! It was [redacted] ! They are out-right lying about everything!!! I know they are not going to give me what they owe me, they've made that clear that they are crooks and hide behind their lies! They did pay $of the repair bill, but they still owe me $2,which is minus their Trade Call Fee of $ I believe that all of this bad business will come back to haunt them in one way or another! Sincerely, [redacted] ***

Initial Business Response / [redacted] (1000, 5, 2015/05/14) */ [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 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 Provider and individuals involved, ensuring they understand the result of their actions and comments According to the file, we have dispatched Sears to diagnose the dishwasher and determine if a repair or replacement is necessaryMy associate, Mr [redacted] , has been assigned to follow up to ensure a timely resolutionIf Ms [redacted] has any questions, please advise her to contact Mr [redacted] at XXX-XXX-XXXX ext [redacted] for assistance ORHP appreciates Ms [redacted] taking the time to provide her opinion and perspective of her service experience, which in turn, provides ORHP the opportunity to improve the service we provide to our customers Best regards, [redacted] Claims Manager Old Republic Home Protection Initial Consumer Rebuttal / [redacted] (3000, 7, 2015/05/15) */ (The consumer indicated he/she DID NOT accept the response from the business.) The repair of the dishwasher is still outstandingSears will be the third company to take a look and Tuesday makes it two weeks without my dishwasherThe water damage done by budget appliance will cost thousands of dollarsThis is the second time OR has send under qualified people to work on my homeI want a new dishwasher and the insurance info for their vendor to pursue damagesThe water has rusted the bottom of my dishwasher, regardless if you can get it working the integrity of the unit has been jepordizedThe flooding was 1inch from light socketWe are all lucky that this negligence had not started a fireI will not run this dishwasher just to see if you can fix itIts broken Final Consumer Response / [redacted] (3000, 14, 2015/06/12) */ Old republic sent out uninsured company to fix my dishwasherOld republic gave me te policy number for budget appliance repair servicesI called their insurance and they have no insurance as of 6/15/I hold Old republic responsible for these secondary damages as well as the replacement of a dishwasher and any service call feesPlease have them respond asap Final Business Response / [redacted] (4000, 16, 2015/06/15) */ Ms [redacted] , I have reviewed the file that indicated originally Ms [redacted] was provided inaccurate insurance information regarding Budget Appliance; please extend our apologyAccording to the file, my associate, Ms [redacted] , Call Center Supervisor, emailed Ms [redacted] the following updated information on June 8, regarding the General Liability Insurance for Budget Appliance: Dear Ms [redacted] , Per your request, the following is the general liability insurance information for Budget Appliance Repair Service: State Farm Insurance Agent: [redacted] A [redacted] St [redacted] XXXXX Policy Number: [redacted] Effective date: [redacted] If [redacted] has any question or concerns regarding this information; please advise her to contact Ms [redacted] at her convenience at XXX-XXX-XXXX ext [redacted] Sincerely, [redacted] Claims Manager Old Republic Home Protection

Initial Business Response / [redacted] (1000, 5, 2015/05/29) */ 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 two 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." In the event Ms [redacted] wants to maintain her home warranty coverage, she [redacted] wish to contact another Home Warranty Company to obtain coverageWe recommend visiting the National Home Service Contract Association website at homeservicecontract.org for a list of reputable companiesWe do not suggest companies that sell home warranties strictly over the internet, as many are not properly licensed and/or regulated as required Once at the site, click on the map, click on the appropriate state, and a list of NHSCA Member companies that conduct business in that state will appearPlease do not call the NHSCA, as they do not recommend specific providers, and are not staffed to provide additional assistance Again, we apologize for any inconvenience our decision has caused Ms [redacted] Respectfully, Old Republic Home Protection Co., Inc Initial Consumer Rebuttal / [redacted] (3000, 7, 2015/06/01) */ (The consumer indicated he/she DID NOT accept the response from the business.) "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." We were notified that the plan was eligable for renewal (by mail)and were told the fee was $When we tried to renew we were told that our policy at Old Republics discrection was not going to be renewed without a reasonAfter several calls we were informed that we had used the plan and had cost them money They did not follow the above statment that states we would and we were notified that policy would be renewedHowever they reneged on the offer despite their published policy Final Business Response / [redacted] (4000, 9, 2015/06/02) */ Dear Ms [redacted] , A review of the file indicates that costs associated with service requested were processed after the Renewal Notice was mailed, which rendered the Plan ineligible for renewalPlease extend our sincere apology to Ms [redacted] for any inconvenienceAs stated in our previous correspondence, if Ms [redacted] wishes to obtain coverage, that she contacts the National Home Service Contract Association for a referral Sincerely, [redacted] Claims Manager Old Republic Home Protection Final Consumer Response / [redacted] (4200, 13, 2015/06/03) */ (The consumer indicated he/she DID NOT accept the response from the business.) It appears that the plan was cancelled because it was usedOld Republic offers a home warranty service that covers appliances, A/c and pool equipmentThere is no indication that if the service is used that a member will not be able to a renew the contract,especially after a renew notification is sent outTheir response is "A review of the file indicates that costs associated with service requested were processed after the Renewal Notice was mailed, which rendered the Plan ineligible for renewal." This appears that Old Republic does not honor it's own policies of renewal and warranty ans misrepersents it service As previously stated, Old Republic advertises renewing home warranty "because a home warranty is cost effective coverage at it's bestConsidering the comprehensie coverage provided at reasonable rates, coupled with the warranty industry claim rate of two calls per home per year, a home warranty truly gives you extensive budget protection, unparalleled risk reduction and complete Peace of Mind-Which, in itself, is priceless" Call today or visit www.orhp.com to renew in minutes." The renewal notice stated that we had $claims paid to date and the Old Republic renewal notice stated "Good thing you had the valuable protection of an Old Republic Home Warranty Plan because as each day passes, your home gets older and so do your home systems and appliancesWhether or not you had the need to place a service request during this year of coverage, having the peace of mind knowing that resolution to a home system or appliance failue is only a phone call away is invaluable- and that value grows each day as your home agesRenew today to maintain this valuable coverage-you can't afford to be without itOld Republic Home Protection saves its Plan Holders hundreds if not thousands of dollars a year-this could be you, but only if you renew"The cost to date of the plan was on the renewal noticeThe company should not renig on it's renewal offer

Initial Business Response / [redacted] (1000, 5, 2015/08/18) */ Ms [redacted] Revdex.com Re: Plan XXXXXXXX Dear Ms [redacted] , Regarding the service request for the air conditioner; I have reviewed the file that indicates that the new Goodman condenser installed June 30th by an Independent Network Service Provider, was diagnosed on August 5th as having a defective compressorSince the equipment is under a manufacturer warranty, the Plan Holder is required to contact the manufacturer for coverage Please refer to page of the Plan under General Limitations that states: "This Plan does not cover: FSystems, appliances or components covered by an existing manufacturer/ distributor/ or other warranty." Please extend our sincere apologies to Ms [redacted] that the terms and conditions of the Plan do not provide coverage in this situationWhile the intent of Old Republic Home Protection 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 or a further need of service during her Plan term, please advise her to contact us at XXX-XXX-XXXX for assistance Sincerely, [redacted] Claims Manager Old Republic Home Protection