Franks Television

Initial Business Response / [redacted] (1000, 5, 2015/08/19) */ Ms [redacted] Revdex.com Re: Plan XXXXXXXX Dear Ms [redacted] , Regarding the service request for the air conditioner; I have reviewed the file and confirmed that both of the Independent Network Service Providers dispatched by Old Republic Home Protection (ORHP) diagnosed there is no mechanical malfunction of the air conditioner condenser or evaporative coil, and the air conditioner is cooling within manufacturer specificationsAs a result, there is no repair to be authorized for the air conditioner equipment ORHP values Mr [redacted] as a customer, and we hope he realizes the value of the Plan and the many benefits it providesIf Mr [redacted] still wishes to cancel his Plan, please advise him to mail a written request to ORHP, or fax the request to XXX-XXX-XXXX, and the Plan will be cancelled in accordance with the terms and conditions of the Plan Sincerely, [redacted] Claims Manager Old Republic Home Protection Initial Consumer Rebuttal / [redacted] (3000, 7, 2015/08/20) */ (The consumer indicated he/she DID NOT accept the response from the business.) ORHP still failed to address the two main concerns of my complaint in their responseIneffective service and continually delayed taking action Taking an over a week for their independent contractor to respond to an A/C out with summer temps 90+ is unacceptableA $electric bill and high head pressure is a malfunction If ORHP is feels it is unable to repair my system under the terms of the contract and ORHP truly "values" me as a customer, they should recognize that I'm completely dissatisfied with their product and issue a refund for the policy immediatelyDoing so would allow me to find a company that can meet my needs Final Business Response / [redacted] (4000, 9, 2015/08/21) */ 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 any delays that occurred providing service 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 With regard to the diagnosis of the air conditioner; please advise Mr [redacted] if he has any additional information he believes should be considered with regard to the diagnosis of the air conditioner, to forward it to me for review As for Mr [redacted] 's request for a refund of the Plan Fee; please refer to page of the Plan that states: "Florida Residents: You [redacted] cancel upon demand and receive a full refund without penalty within the first thirty (30) days after the effective date of the PlanHowever, in the event services have been rendered, those costs will be deducted from the refund In the event Plan is cancelled by you after thirty (30) days, you shall be entitled to a pro rata refund of the paid Plan fee for the unexpired term less service cost and a $administrative cost or 5% of the gross premium, whichever is less If Plan is cancelled by us, for any reason other than fraud or misrepresentation, you shall be entitled to a pro rata refund of the paid Plan fee for the unexpired term less service cost." If the Plan is cancelled, it will be processed in accordance with the terms and conditions of the Plan If Mr [redacted] would still like the Plan cancelled, please advise him to provide a written request to Old Republic Home Protection, or fax the request to XXX-XXX-XXXX, and the Plan will be cancelledIf he would like to find out the amount of the Plan refund, please advise him to contact our accounting department at XXX-XXX-XXXX for assistance Best regards, [redacted] Plan Compliance Manager Old Republic Home Protection Final Consumer Response / [redacted] (4200, 11, 2015/08/24) */ (The consumer indicated he/she DID NOT accept the response from the business.) Canceling the policy at a pro rate is unacceptableI'm completely dissatisfied with the plan and I have seen no valueI have a $electric bill and had a third party examine the system and found high head pressure as evidence of a malfunctionA properly functioning system does not have high head pressureWhat manufacturer specification allow for a high head pressure? Temps continue to be 90+ and we continue to suffer do to a malfunctioning A/C system and ORHP continues to make excuses Again, if ORHP is feels it is unable to repair my system under the terms of the contract and ORHP truly "values" me as a customer, they should recognize that I'm completely dissatisfied with their product and issue a refund for the policy immediatelyDoing so would allow me to find a company that can meet my needs

RE: Plan # [redacted] Dear Revdex.com, Regarding the service request for the air conditioner; on behalf of Old Republic Home Protection (ORHP) and its employees, please extend our sincere apologies for the circumstances outlined in Mr [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 improvementAccording to the file, my associate Mr [redacted] was assigned to assist Mr [redacted] with the resolution of his service requestIf Mr [redacted] has any questions, please advise him to contact Mr [redacted] at ###-###-#### Ext [redacted] or his Supervisor Ms [redacted] , at Ext ***ORHP appreciates Mr [redacted] taking the time to provide his opinion and perspective of his service experience, which in turn, provides ORHP the opportunity to improve the service we provide to our customers Best regards, [redacted] Plan Compliance ManagerOld Republic Home Protection

Revdex.com:I have reviewed the response made by the business in reference to complaint ID [redacted] , and find that this resolution is satisfactory to meHowever, I'd also like to point out for the record that my case was only re-reviewed after I put in the complaint with the Revdex.com.Sincerely, [redacted] ***

ORHP supervisor contacted me twice this morning, 1st time stating they got in contact with Contractor 1's supervisor and noted that they sticking with what Contractor did on the work reportI told ORHP I was unaware of any "phantom work" that was performed as Contractor left my premises after ~minutes, and they spent a good 5-min talking to me telling me how to clean my salt cell, shifting the blame for an inoperative salt cell panel due to cleaning needed.I told ORHP that ORHP never confirmed with me that Contractor was wanting to perform any work and never gave them the "go ahead" as they said nothing needed to be done on their endORHP's response was since the repair job was under a certain dollar threshold, they didn't need to be contacted to confirm the actual work order and simply reimbursed Contractor for whatever amount they claimed was neededORHP contacted Contractor again to get more clarification.ORHP called me back a second time and said after further analysis of the situation, the work Contractor claimed to have performed was not even relating to the salt system, so I won't be hitting the $1,limit anymore[redacted] Revdex.comRE: Plan # [redacted] Dear [redacted] , Regarding the service request for the pool equipment; on behalf of Old Republic Home Protection (ORHP) and its employees, please extend our sincere apologies for the circumstances outlined in ** [redacted] letterORHP, 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 HolderI 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, ** [redacted] , has spoken with ** [redacted] and will follow up to ensure the service request is resolved in a timely mannerIf ** [redacted] has any questions, please advise him to contact ** [redacted] at [redacted] ***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 customersBest regards, [redacted] Old Republic Home Protection

Dear Revdex.com, Regarding the service request for the dishwasher and the lights in the attic; I have reviewed the file that indicates on April 24, 2017, Mr [redacted] spoke with my associate, Ms [redacted] , and informed her that he located the switch that operated the dishwasher, and he no longer required service for the dishwasher With regard to the lights in the attic; a service request was processed and dispatched to SR Laws Electric, and they will contact Mr [redacted] to schedule an appointmentIf Mr [redacted] wishes to contact them, their phone number is [redacted] Ms [redacted] will follow up on the service request to ensure Mr [redacted] receives timely serviceIf Mr [redacted] has any questions, please advise him to contact Ms [redacted] at [redacted] Ext [redacted] for assistance Sincerely, [redacted] Plan Compliance Manager Old Republic Home Protection

Initial Business Response / [redacted] (1000, 5, 2015/07/17) */ Ms [redacted] Revdex.com RE: Plan # XXXXXXXX Dear Ms [redacted] , Regarding the service request for the air conditioner and Plan renewal eligibility; 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 Ms [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 indicate my associate, Ms***, has spoken with Ms [redacted] and will follow up to resolve her service request in a timely mannerIf Ms [redacted] has any questions, please advise her to contact Ms [redacted] at XXX-XXX-XXXX ext [redacted] for assistance In addition, I have reviewed the Plan renewal eligibility, and noted that at this time, the Plan is eligible for renewal, and will not be ineligible based on the service to the air conditioning system 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, 2015/07/30) */ (The consumer indicated he/she DID NOT accept the response from the business.) My air conditioner is still has not been repairedAnd my biggest concern at this time is the fact that my air conditioner has been running continuously for months of June and JulyI've addressed this concern with [redacted] at Old Republic; I've even sent copies of my APS electric to bill to show the drastic increasingCurrently, I have another AC company attempting to fix the unitUntil my ac is back operational, I cannot close this caseI appreciate, Old Republic extending the opportunity to renew my planI plan to renew my policy with Old Republic Final Business Response / [redacted] (4000, 9, 2015/07/31) */ Ms [redacted] , I reviewed the file and my associate, Ms***, spoke with Ms [redacted] on July 25thAccording to the file, Ms [redacted] was provided a verbal diagnosis and estimate of $2,from Ms [redacted] Out-Of-Network Contractor, and has requested this information in writingOnce she receives the written estimate, Ms [redacted] will issue Ms [redacted] a check for $2, Ms [redacted] will also work with Ms [redacted] to discuss her electric bill and the renewal of her Plan If Ms [redacted] has any questions, please advise her to contact Ms [redacted] at XXX-XXX-XXXX ext [redacted] for assistance Sincerely, [redacted] Claims Manager Old Republic Home Protection

Initial Business Response / [redacted] (1000, 5, 2015/07/17) */ 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 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 reviewed the file that indicates the repair of the air conditioner was completed on July 14, 2015, and is operating as designed If Mr [redacted] has any further needs for service, please advise him to contact us at XXX-XXX-XXXX for assistance ORHP appreciates Mr [redacted] taking the time to provide his opinion and perspective of his service experience, which in turn, provides ORHP the opportunity to improve the service we provide to our customers Best regards, [redacted] Claims Manager Old Republic Home Protection

Initial Business Response / [redacted] (1000, 5, 2016/01/26) */ Ms [redacted] Revdex.com Re: Plan # [redacted] Dear Ms [redacted] , Regarding the alleged damage caused by [redacted] , the Independent Network Service Provider (INSP) dispatched by Old Republic Home Protection, during the installation of the new water heater on August 12, 2015; on behalf of Old Republic Home Protection (ORHP) and its employees, please extend our sincere apologies for the circumstances outlined in Ms [redacted] letter ORHP, like other home warranty companies, uses INSPs 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 Please refer to the Plan, Page 8, that states: "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 EWe are not responsible for a Service Provider's neglect " In order for a Service Provider to be in our Independent Service Provider Network, proof of General Liability Insurance (GLI) must be provided to Old Republic Home Protection, listing us as Additional InsuredIn the event allegations are made against an Independent Network Service Provider for causing secondary or other damage during or after the performance of service, a claim must be filed with the appropriate GLI Company representing the Independent Network Service Provider, and settlement, if any, must be negotiated with them directly Please forward the following contact information for the INSP and their GLI Company to Ms [redacted] [redacted] General Liability Insurance: [redacted] Policy number: [redacted] Effective 04/04/ Expired 04/04/ 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 only reason the AC was replaced was because the State of Nevada contractors board stepped in and forced [redacted] Heating and Cooling to replace it under threat of taking his licenseLennox also stepped in and provided a new unitNONE of this was because Old Republic took responsibility for the defective unit they provided to satisfy my claimALL parties, including [redacted] Heating and Cooling, Lennox and the State of Nevada Contractors board believe Old Republic was responsible for the unit and that they are still at fault and did NOTHING about itMy complaint against Old Republic still standsThey are acting as a contractor without a contractors license, refusing to fulfill a claim by giving me a defective replacement and did NOTHING for me to get the situation fixedI had to spend two weeks in the cold and about hours writing complaints on my ownOld Republic should be ashamed of themselfThey did not satisfy my claim, they refused to help with fixing the brand new AC and they now are trying to take credit for replacing the AC even though all parties involved believe Old Republic should have been the one to fix the situationAt this time the only thing I will accept from Old Republic is a refund of my total policy amount $Otherwise I plan on pursuing legal action against them to collect for my out of pocket costs during this process and lost time at workThis company is a scamSincerely, [redacted]

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 refrigerator; 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 and parts suppliers to service our Plan HoldersAlthough efforts are made to dispatch qualified Service Providers, and to utilize part supplies that can provide quality service, occasionally circumstances occur that are unacceptable to ORHP and our Plan Holder I assure you, ORHP employees value the trust each of our Plan Holders place in us to resolve their service request in a timely and professional manner and when this does not occur, steps are taken to review what went wrong and implement improvement According to the file, my associate, Ms [redacted] Call Center Supervisor, 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, 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

RE: Plan # [redacted] Dear Ms [redacted] , Below is a response sent to Mr [redacted] in August regarding his request for additional reimbursement, and we stand by the contents of our response and the coverage provided Dear Mr***, Regarding the service request for your air conditioner; on behalf of Old Republic Home Protection (ORHP) and its employees, please accept our sincere apologies for the circumstances outlined in your letter ORHP, like other home warranty companies, uses Independent Network Service Providers to service our Plan HoldersAlthough efforts are made to dispatch qualified Service Providers that can provide quality service, occasionally circumstances occur that are unacceptable to ORHP and our Plan Holder I assure you, ORHP employees value the trust each of our Plan Holders place in us to resolve their service request in a timely and professional manner and when this does not occur, steps are taken to review what went wrong and implement improvement According to the file, the technician from Four Seasons advised ORHP that he diagnosed the compressor located inside the condenser was not pumping correctly, and he recommended replacing the condenser and air handlerHowever, we were advised by the technician that they were unable to complete the replacement, and they requested the service request transferred to another Service Provider The service request was transferred to Universal HVAC, and on July 29, 2016, their technician diagnosed that the air handler evaporative coil was extremely dirty, and he was unable to properly diagnose the remainder of the equipment until the air handler was replacedHe also advised us that reason the compressor was not pumping correctly could have been the result of the dirty air handlerHe advised us that once the air handler was replaced, he could properly diagnose the remainder of the equipment (i.ethe compressor and condenser) to determine if further repairs were needed ORHP authorized the replacement of the air handler, the equipment was ordered, and we were advised that the replacement was scheduled for Sunday, August 7, If, after the air handler was installed, the condenser was still not operating properly and had failed from wear, ORHP would have authorized replacement On August 7, 2016, the technician, [redacted] from Universal HVAC, contacted ORHP and advised us that based on communication he received from the Plan Holder, he would no longer complete the replacement, and requested the service request be transferred to another Service ProviderThe service request was transferred to Papworth HVAC on August 7, On August 8, 2016, Papworth HVAC advised us that when they contacted you to schedule an appointment, they were advised their service was no longer needed As we discussed on August 12, 2016, it is possible the only equipment that required replacing was the air handler, and that the malfunction of the condenser compressor could be contributed to the failure of the air handler Decisions regarding coverage, and whether to repair or replace a covered system or appliance, is determined based on the diagnosis by the Independent Network Service ProviderORHP will not authorize the repair of a system or appliance if the Independent Network Service Provider advises us that it cannot be repaired With regard to your request for reimbursement for hotel and pet costs; please refer to page of the Plan that states: “GENERAL EXCLUSIONS: EWe are not responsible for a Service Provider’s neglect or delay; or their failure to provide service, repair or replacement; nor are we responsible for any delay in service, or failure to provide service, which may be caused by conditions beyond our control, such as, but not limited to, parts on order, labor difficulties, or weather.” That said, [redacted] at Universal HVAC believed that the only equipment that required replacement at this time was the air handler (without further diagnosis of the condenser once the air handler was installed)Based on his diagnosis, it appears the condenser may not have required replacement as was diagnosed by Four Seasons Since you advised us you hired Four Seasons on a retail basis to replace your air conditioner system, ORHP will provide you a settlement for the replacement of the air handler, in accordance with the terms of the PlanIn addition, and as a gesture of goodwill, ORHP will also provide you what our cost would have been to replace the condenser, if it would have been determined by Universal HVAC that it had to be replacedA check for $2,443.31, which represents our cost to replace your air handler and condenser, has been processed 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 serviceTo ensure continued coverage of the system or appliance for which we provide a cash in lieu settlement, either during the current or future term of coverage between you and us, you must provide proof of repair or replacement that meets our reasonable satisfactionYou may send proof to [redacted] .” You should receive the check within days Best regards, [redacted] Plan Compliance Manager Old Republic Home Protection

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 electrical system and reimbursement of $75; on behalf of Old Republic Home Protection (ORHP) and its employees, please extend our sincere apologies for the circumstances outlined in Ms [redacted] 's letter I assure you, ORHP employees value the trust each of our Plan Holders place in us to resolve their service request in a timely and professional manner and when this does not occur, steps are taken to review what went wrong and implement improvement Based on the information you provided, I have taken personal responsibility to address the issues outlined with the individuals involved, ensuring they understand the result of their actions and comments I have reviewed the file that indicates that the technician from Bill Richard's Electric diagnosed that someone has removed the electrical wiring for the clothes dryer receptacleIn order to restore power to the receptacle, the wiring will need to be installed 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: A) Are installed for diagnosis and located within the interior of the main foundation of the home and garage (inside the load-bearing walls of the structure)Systems or appliances located on the exterior or outside of the home (including porch, patio, etc.) are not covered with the exception of covered items marked with a , B) Were correctly installed and working properly on the effective date of the Plan, and C) Have become inoperable due to wear and use, rust, corrosion, and chemical or sediment buiafter the effective date of coveragePre-existing conditions are not covered." With regard to reimbursement of the $diagnosis fee from Bill Richard's Electrical, I have reviewed the file and a check for $was mailed to Ms [redacted] on [redacted] 27, If Ms [redacted] has not received the check, please advise her to contact our Accounting Department at XXX-XXX-XXXX for assistance If Ms [redacted] has any additional information she believes should be considered, please advise her to provide it to me for review Best regards, [redacted] Claims Manager Old Republic Home Protection Initial Consumer Rebuttal / [redacted] (3000, 7, 2015/06/17) */ (The consumer indicated he/she DID NOT accept the response from the business.) I haven't received any check from Old RepublicI don't understand why Old Republic claims to have mailed a $check when I haven't received oneI consider their conduct to be very unprofessional due to the fact that I received a call from the San Ramon headquarters on 6/10/with indication that [redacted] would look further into my case for a reimbursement of greater than $I was also told during that same call on 6/10/that I would receive a follcall the next day with a resolutionI never received a call the next day or since I am not satisfied with Old Republic's weak responseI still request that Old Republic stand -by their original reimbursement offer of $ Sincerely, [redacted] Final Consumer Response / [redacted] (3000, 17, 2015/07/14) */ Whatever check has been mailed to me from Old Republic is not going to the correct addressI have called [redacted] in the San Ramon office to confirm that the service address for my Old Republic home warranty is also my mailing address [redacted] XXXXX Final Business Response / [redacted] (4000, 19, 2015/07/15) */ Ms [redacted] , Please extend our sincere apology to Ms [redacted] for the circumstances that have occurredI reviewed the file and determined there was an incorrect mailing address in our system that I have corrected this morningI have submitted request to our Accounting Department to re-issue the check to the correct mailing address Sincerely, [redacted] Claims Manager Old Republic Home Protection Ms [redacted] , The check we were referring to was the reimbursement of the $diagnosis fee paid to the electrician; Ms [redacted] agreed to reimburse Ms [redacted] for this costAccording to our accounting department, the check was cashed on July 7, If Ms [redacted] requires a copy of the check, please let me know and I will mail her a copy of the check If she has any questions, please advise her to contact Ms [redacted] at XXX-XXX-XXXX ext for assistance Sincerely, [redacted] Old Republic Home Protection

Plan [redacted] Dear Revdex.com, Regarding the service request for the kitchen faucet and Mr [redacted] request for a refund of the Trade Call Fee (TCF); I have reviewed the file and the following is a brief summary 07/29/ Plan effective 10/03/ Service request: the kitchen and master bathroom faucets were leaking Dispatched: Jay’s Plumbing Service 10/06/ Status: the plumber diagnosed the kitchen faucet was leaking water and had to be replacedOld Republic Home Protection (ORHP) authorized the replacement of the kitchen faucet with a chrome builder’s standard faucet in accordance with the terms and conditions of the PlanHe diagnosed there was no water leak from the master bathroom faucetThe TCF was not paid at the time of service The file indicates ORHP spoke with Mrand Mrs [redacted] and advised them of the diagnosis and the terms of coverage 10/09/ Mrs [redacted] telephoned ORHP and requested a settlement for the kitchen faucet in lieu of replacementWe advised her that the settlement would be $and she agreed to accept the settlement 10/11/ The settlement check in the amount of $was mailed to the Plan HolderOur company policy is that we don’t deduct TCF’s from customer settlement checks in the event they have paid the Service Provider directly 10/18/ Invoice regarding TCF was mailed to the Plan Holder 10/24/ Mrand Mrs [redacted] telephoned ORHP and requested the TCF be waived since the Service Provider did not replace the kitchen faucetORHP advised Mrand Mrs [redacted] that the TCF was still due in accordance with the terms of coverage Please 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.” 11/06/ ORHP received an email from the Plan Holder requesting ORHP waive the TCF 11/21/ A letter was mailed to the Plan Holder explaining why the TCF was due in accordance with the terms and conditions of the Plan 11/22/ Invoice regarding TCF was mailed to the Plan Holder 12/27/ Invoice regarding TCF was mailed to the Plan Holder 02/21/ The past due $TCF information was forwarded to the collections department and a $collection fee was added to the amount dueTotal due $ 03/19/ Mrs [redacted] telephoned ORHP to discuss the TCF and her belief that ORHP had waived the TCFMrs [redacted] was advised that the TCF was due and had never been waived 03/28/ Mrs [redacted] telephoned ORHP and paid the $TCF and the $collection feeThe Plan coverage was reinstated If Mrand Mrs [redacted] have any questions, please advise them to contact me at [redacted] *** Sincerely, [redacted] Plan Compliance Manager Old Republic Home Protection

Initial Business Response / [redacted] (1000, 5, 2015/05/13) */ 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 [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 Ms [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 ORHP values Ms [redacted] as a customer, and we hope she realizes the value of the Plan, and the many benefits it provides Please advise Ms [redacted] that based on the circumstances that occurred, I have waived the $Trade Call Fee for the air conditioner service request placed on [redacted] 7, ORHP appreciates Ms [redacted] taking the time to provide her opinion and perspective of her service experience, which in turn, provides ORHP the opportunity to improve the service we provide to our customers Best regards, [redacted] Claims Manager Old Republic Home Protection Initial Consumer Rebuttal / [redacted] (2000, 7, 2015/05/19) */ (The consumer indicated he/she ACCEPTED the response from the business.) I accept knowing full well that ORHP is the epitome of incompetence and I choose not to fight a long battle with this pile of rubbishTheir providers have continually failed to provide quality service and timely responsesI will ensure that every homeowner I meet and every social media outlet that accepts consumer reviews know about my poor customer service experiencesI want them out of my life and home and a confirmation letter mailed that confirms the waiver of the feeGood Riddance ORHP

Initial [redacted] Response / [redacted] (1000, 5, 2015/09/29) */ Ms [redacted] Revdex.com Re: Plan XXXXXXXX Dear Ms [redacted] , Regarding the service request for the toilet, waste and overflow, and Mr [redacted] 's request to cancel his Plan; I have reviewed the file that indicated that the plumber diagnosed the toilet bolt at the base of the toilet was missing, which caused the toilet to crack as the result of not being properly secured to the floorThe cap for the waste and overflow was also missing Please refer Mr [redacted] 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: C) Have become inoperable due to wear and use ..." Also, please refer to page that states: "General LimitationsThis Plan does not cover: DMissing components." We apologize that the terms and conditions of the Plan do not provide coverage in this situationWhile the intent of Old Republic Home Protection (ORHP) is to provide as much coverage as possible, the Plan is not all inclusive and there are limitations which are standard in the home warranty industry With regard to Mr [redacted] 's request to cancel his Plan; if he still wishes to cancel his Plan, please advise him to provide a written request to ORHP, 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

Complaint: [redacted] I am rejecting this response because: I was called by Old Republic after filing my complaint They advised that my issue was under review They did not State wether or not my water leak would be covered I feel they are stalling a response or resolution to avoid a negative review by the better business bearue Sincerely, [redacted]

Plan [redacted] Dear Revdex.com, Regarding the service request for the air conditioner, and [redacted] belief that the overcharging of the refrigerant resulted in the failure of the heat pump capacitor six weeks later; I have spoken with several Service Providers, and was advised that a heat pump capacitor can fail at any time, and would not be the result of overcharging the air conditioning system six weeks prior If [redacted] has any additional information he believes should be considered, please advise him to forward it to me for review at: Old Republic Home Protection [redacted] Attn: [redacted] Sincerely, [redacted] Plan Compliance Manager Old Republic Home Protection

Initial Business Response / [redacted] (1000, 5, 2015/09/29) */ 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 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 Ms [redacted] provided, I have taken personal responsibility to address the issues outlined with the individuals involved, ensuring they understand the result of their actions and comments According to the file, my associate, Mr [redacted] , has spoken with Ms***, and will follow up to ensure that her service request is resolved in a timely mannerIf 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] Plan Compliance Manager Old Republic Home Protection Initial Consumer Rebuttal / [redacted] (2000, 7, 2015/10/13) */ (The consumer indicated he/she ACCEPTED the response from the business.)

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 furnace; 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 and part suppliers to service our Plan HoldersAlthough efforts are made to dispatch qualified Service Providers, and to utilize part suppliers that can provide quality service, occasionally circumstances occur that are unacceptable to ORHP and our Plan Holder I assure you, ORHP employees value the trust each of our Plan Holders place in us to resolve their service request in a timely and professional manner and when this does not occur, steps are taken to review what went wrong and implement improvement As a result of the circumstances that occurred, and strictly as a matter of goodwill, ORHP has agreed to honor Mr [redacted] 's request 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 Initial Consumer Rebuttal / [redacted] (2000, 7, 2016/01/22) */ (The consumer indicated he/she ACCEPTED the response from the business.) I hope this matter is closed

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 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 Ms [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, Mr [redacted] , has been assigned to review the service request and ensure the repair is completed in a timely mannerIf Ms [redacted] has any questions, please advise her to contact Mr [redacted] at Ext 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