Franks Television

Initial Business Response / [redacted] (1000, 5, 2015/11/20) */ Ms [redacted] Revdex.com RE: Plan # XXXXXXXX Dear Ms [redacted] , Regarding the service request for the cooktop; on behalf of Old Republic Home Protection (ORHP) and its employees, please extend our sincere apologies for the circumstances outlined in Mr [redacted] letter ORHP, like other home warranty companies, uses Independent Network Service Providers to service our Plan HoldersAlthough efforts are made to dispatch qualified Service Providers that can provide quality service, occasionally circumstances occur that are unacceptable to ORHP and our Plan Holder I assure you, ORHP employees value the trust each of our Plan Holders place in us to resolve their service request in a timely and professional manner and when this does not occur, steps are taken to review what went wrong and implement improvement I have reviewed the file that indicates my associate, Mr [redacted] , Call Center Supervisor, has been assigned to resolve the service request, and will contact Mr [redacted] If Mr [redacted] has any questions, please advise him to contact Mr [redacted] at XXX-XXX-XXXX Ext [redacted] for assistance ORHP appreciates Mr [redacted] taking the time to provide his opinion and perspective of his service experience, which in turn, provides ORHP the opportunity to improve the service we provide to our customers Best regards, [redacted] Plan Compliance Manager Old Republic Home Protection

Plan [redacted] Dear Revdex.com, Regarding the service request for the air conditioner; on behalf of Old Republic Home Protection (ORHP) and its employees, please extend our sincere apologies for the circumstances outlined in [redacted] letter ORHP, like other home warranty companies, uses Independent Network Service Providers to service our Plan HoldersAlthough efforts are made to dispatch qualified Service Providers that can provide quality service, occasionally circumstances occur that are unacceptable to ORHP and our Plan Holder I assure you, ORHP employees value the trust each of our Plan Holders place in us to resolve their service request in a timely and professional manner and when this does not occur, steps are taken to review what went wrong and implement improvement According to the file, my associate, [redacted] , was assigned to review the file, and she has spoken with [redacted] to assist with the timely resolution of his service requestIf [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 customers Best regards, [redacted] Plan Compliance Manager Old Republic Home Protection

Initial Business Response / [redacted] (1000, 5, 2015/07/10) */ Ms [redacted] Revdex.com RE: Plan # XXXXXXXX Dear Ms [redacted] , Regarding the service request for the oven; on behalf of Old Republic Home Protection (ORHP) and its employees, please extend our sincere apologies for the circumstances outlined in Mr***'s letter ORHP, like other home warranty companies, uses Independent Network Service Providers and part suppliers to service our Plan HoldersAlthough efforts are made to dispatch qualified Service Providers, and to utilize part suppliers that can provide quality service, occasionally circumstances occur that are unacceptable to ORHP and our Plan Holder I assure you, ORHP employees value the trust each of our Plan Holders place in us to resolve their service request in a timely and professional manner and when this does not occur, steps are taken to review what went wrong and implement improvement According to the file, the control board for the oven has been ordered with priority delivery, and I will follow up to ensure the service request is resolved in a timely mannerIf 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] Claims Manager Old Republic Home Protection Initial Consumer Rebuttal / [redacted] (3000, 7, 2015/07/14) */ (The consumer indicated he/she DID NOT accept the response from the business.) I get a voice mail from old Republic on July 12th said the part came in on July had the contractor contacted meI called and left a message on Monday for the contractorSame afternoon Old Republic call me July and said sorry but the part that came in was the wrong one so we are rushing a new one to the contractorThis makes me very mad as the part came in 7/and they wait again to order 7/This is twice the part came in and I waited to get fixed and they had to start all over again thus delaying this fix for a montha month to fix a mother board on my ovenI had called and asked what if my AC went out would I have to wait a month for them to fix the representative said if thats what it took what kind of service is this? I paid my money up front for the repair a month agoI feel I need this fixed and my $refund for service that was sloppy Final Business Response / [redacted] (4000, 9, 2015/07/15) */ Dear Ms [redacted] , Please extend my sincere apology to Mr [redacted] for the delayI have agreed to honor Mr***'s request, and his Trade Call Fee will be refunded Sincerely, [redacted] Claims Manager Old Republic Home Protection Final Consumer Response / [redacted] (2000, 11, 2015/07/17) */ (The consumer indicated he/she ACCEPTED the response from the business.) Thank you!!

Revdex.com:I have reviewed the response made by the business in reference to complaint ID [redacted] , and find that this resolution is satisfactory to meSincerely, [redacted]

RE: Plan # [redacted] Dear Revdex.com, Regarding the service request for the air conditioner, and the delay providing service; on behalf of Old Republic Home Protection (ORHP) and its employees, please extend our sincere apologies for the circumstances outlined in [redacted] letter I assure you, ORHP employees value the trust each of our Plan Holders place in us to resolve their service request in a timely and professional manner and when this does not occur, steps are taken to review what went wrong and implement improvement Based on the information you provided, I have taken personal responsibility to address the issues outlined with the individuals involved, ensuring they understand the result of their actions and comments I reviewed the file and the invoice from [redacted] Out-Of-Network Contractor, and have agreed to reimburse her an additional $toward the covered repair of her air conditionerPlease advise her that I have processed the check and she should receive it within the next days ORHP appreciates [redacted] taking the time to provide her opinion and perspective of her service experience, which in turn, provides ORHP the opportunity to improve the service we provide to our customers Best regards, [redacted] Plan Compliance Manager Old Republic Home Protection

Complaint: [redacted] I am rejecting this response because:Someone needs to read the full file for my residence We had to have a washer dryer man come out at the end of August and said we would need to and electrician because there was no power was going to the dryer We called and payed to have someone clean out lent vents and had Old republic assign contract to electrician who was coming for the air conditioner since we already had an appointment Normally I wouldn't mention this except for the fact that The electrician showed up and found the [redacted] had turn off power to dryer which cost me not only time and frustration but 60dollars for dryer man dollars in quarters for the laundromat right before school started The final straw was the fact that after over two months the Electrician didn't need to do anything stating it was not necessary By my count I am out so far about dollars and I still don't have a working Air conditionerYou might want to consider giving me next years contract for free Since summer almost over and we will probably have same problems when next summer comes along Except for the Air conditioner I have been pleased the last years I have had Old republic warranty except for one contractor who you have let me turn down and the Air conditioner SellersWe got the contract recommended by my brother who is with [redacted] this situation has been filled with tension frustration for my entire family I would like it resolved but it seems to get worse as time goes onSincerely, [redacted]

Plan [redacted] Dear Revdex.com, Regarding the service request for a water leak from the evaporative coil, refrigerator, and clothes washer; I reviewed the file that indicates the technician from Perfect Temp Air Conditioning diagnosed the evaporative coil was not installed level and as a result was leaking condensation water when the air conditioner was operated Please refer to page of the Plan that states: “GENERAL LIMITATIONSTHIS PLAN DOES NOT COVER: EImproper repair/installation/modification of the covered item.” As for the refrigerator and clothes washer; according to the Plan, the optional Kitchen Refrigerator and Washer/Dryer coverage was not purchasedAs a result there is no Plan coverage for these items and service was denied If Ms [redacted] has any additional information she believes should be considered, please advise her 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

Complaint: [redacted] I am rejecting this response because: I was not reimbursed the total amount that was agreed upon I called the company ORHP to review the work order and purposely asked what would be covered I was told everything would be covered except for the $deductible I paid $to the service provider I received a refund for $ 2000-is not $The refund amount should have been $ Where is the $120? I called customer service and was told they do not cover from changing from one system to another? Isn't that something that should have been communicated to me when we reviewed the work order? Also, the old unit is over years How can the burned out system be fixed if not replaced? I need my $reimbursed pleaseSincerely, [redacted] ***

Dear [redacted] , According to the file, the repair was scheduled for completion on September 13, My associate, [redacted] , left a message for [redacted] on September 15, 2016, to confirm the equipment is operating as designed, but has not received a return call If [redacted] still requires service, please advise him to contact [redacted] at [redacted] for assistance Please extend our sincere apologies to [redacted] for the circumstances related in his letterI assure you, this service request will be addressed with all of the individuals involved Sincerely, [redacted] Plan Compliance Manager

RE: Plan # [redacted] Dear Revdex.com, Regarding the service request for the gas leak; on behalf of Old Republic Home Protection (ORHP) and its employees, please extend our sincere apologies for the circumstances outlined in [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, [redacted] , has been assigned to review the service request and assist [redacted] ***The file indicates that [redacted] called [redacted] but was unable to leave a message on his phonePlease advise [redacted] to contact [redacted] at [redacted] for assistance 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

Plan [redacted] Dear Revdex.com, Regarding the past due Trade Call Fee (TCF); according to the file, the TCF paid by [redacted] that she provided proof of payment was for service requested December 9, for her furnace and was credited to her account for the furnace service request (work order # [redacted] ) on March 8, That left the TCF still due for the service provided on March 31, for her dishwasher (work order # [redacted] ) If she has any questions or additional information, please advise her to contact our Accounting Department at [redacted] for assistance Sincerely, [redacted] Plan Compliance Manager Old Republic Home Protection

Initial Business Response / [redacted] (1000, 5, 2016/01/05) */ Ms [redacted] Revdex.com Re: Plan XXXXXXXX Dear Ms [redacted] , Regarding the service request for the salt water pool equipment, and Ms***'s request to cancel the Plan; I have reviewed the file and according to the technician from Roadrunner Pools, based on the condition of the pool and the equipment, the salt water system was not in good operating condition on the effective date of the Plan Please refer to page of the Plan that states: We will provide service for covered systems or appliances which malfunction, and are reported, during the term of the Plan that: B) Were correctly installed and working properly on the effective date of the Plan, and C) 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." Please extend our 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 (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 cancelling the Plan; ORHP values Ms [redacted] as a customer, and we hope that she will realize the value of the Plan and the many benefits it providesIf Ms [redacted] still wishes to cancel her Plan, please advise her to mail a written request to ORHP, fax the request to XXX-XXX-XXXX, or email the request to [redacted] @orhp.com, and the Plan will be cancelled in accordance with the terms and conditions of the Plan If Ms [redacted] has any questions, please advise her to contact me at XXX-XXX-XXXX Ext*** Sincerely, [redacted] Plan Compliance Manager Old Republic Home Protection

Plan [redacted] Regarding the service request for the electrical system; on behalf of Old Republic Home Protection (ORHP) and its employees, please extend our sincere apologies for the circumstances outlined in [redacted] letter I assure you, ORHP employees value the trust each of our Plan Holders place in us to resolve their service request in a timely and professional manner and when this does not occur, steps are taken to review what went wrong and implement improvement Based on the information [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 I reviewed the diagnosis from the Out-Of-Network Contractor and agree that the Plan provides coverage for the wiring replaced under the homePlease advise [redacted] that I have processed a check to reimburse her $150, and that she should receive the check within daysIf [redacted] has any questions, please advise her to contact me at [redacted] ORHP appreciates [redacted] taking the time to provide her opinion and perspective of her service experience, which in turn, provides ORHP the opportunity to improve the service we provide to our customers Best regards, [redacted] Plan Compliance Manager Old Republic Home Protection

RE: Plan # [redacted] Dear Revdex.com, Regarding the service request for the toilet and Mr [redacted] request to cancel his Plan; on behalf of Old Republic Home Protection (ORHP) and its employees, please extend our sincere apologies for the circumstances outlined in Mr [redacted] letter ORHP, like other home warranty companies, uses Independent Network Service Providers to service our Plan HoldersAlthough efforts are made to dispatch qualified Service Providers that can provide quality service, occasionally circumstances occur that are unacceptable to ORHP and our Plan Holder I assure you, ORHP employees value the trust each of our Plan Holders place in us to resolve their service request in a timely and professional manner and when this does not occur, steps are taken to review what went wrong and implement improvement With regard to Mr [redacted] request to cancel his Plan; ORHP values Mr [redacted] as our customer, and we hope that he realizes the value of the Plan and the many benefits it providesHowever, if he still wishes to cancel his Plan, please instruct him to mail a written request to ORHP, fax the request to [redacted] or email the request to [redacted] , and the Plan will be cancelled in accordance with the terms of cancellation on page of the Plan ORHP appreciates Mr [redacted] taking the time to provide his opinion and perspective of his service experience, which in turn, provides ORHP the opportunity to improve the service we provide to our customers Best regards, [redacted] Plan Compliance Manager Old Republic Home Protection

Plan [redacted] Dear Revdex.com, Our previous response to the Revdex.com, our letter mailed to Mr [redacted] , and our response to the Georgia Department of Insurance outlined why the Plan does not provide coverageI will contact the Plan Holder to discuss coverage If Mr [redacted] wishes to contact me, he can do so at [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 circu**tances 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 circu**tances occur that are unacceptable to ORHP and our Plan Holder I assure you, ORHP employees value the trust each of our Plan Holders place in us to resolve their service request in a timely and professional manner and when this does not occur, steps are taken to review what went wrong and implement improvement According to the file, my associate ** [redacted] has been assigned to review the file and provide assistance to ** [redacted] If ** [redacted] has any questions or further need of assistance, please advise him to contact ** [redacted] at [redacted] or his Supervisor, ** [redacted] , at Ext *** 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

Complaint: [redacted] I am rejecting this response because:Im cancellingI was told replacement part has warranty with manufacturer and that is why you are denying to send an electrician to come and finish the jobthere's no point in having coverage when a policy holder is forced to do their own electrical work without any electrical experience because of a faulty contractRisking being shocked or causing a fireSincerely, [redacted] ***

Complaint: [redacted] I am rejecting this response because: Old republic failed to reference the report from the first technician they sent out (attached) that the evaporator coil is leaking, rusty, corroded, and needed to be replaced Neither Beltway or American Central tested for the leak, and therefore didn't properly diagnose the root cause of the problem (evaporator coil) Old Republic chose to ignore the first technician they sent out, and instead took the diagnosis that yielded a lower cost to them and not the one that would ultimately fix the problem long-term They just chose a technician who performed a temporary fix To use a comparison they "took a flat tire to the first auto shop that would cheaper patch the tire, instead of actually replacing the tire It'll just go flat again." Sincerely, [redacted]

Plan [redacted] Dear Revdex.com, Regarding the service request for the pool equipment; on behalf of Old Republic Home Protection (ORHP) and its employees, please extend our sincere apologies for the circumstances outlined in [redacted] 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 have reviewed the file that indicates my associate, [redacted] , has spoken with [redacted] and he has agreed to provide [redacted] additional information from his Out-Of-Network Contractor for review If [redacted] has any questions, please advise him to contact [redacted] at [redacted] for assistance, or her Supervisor [redacted] at Ext *** 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, 2015/11/05) */ Ms [redacted] Revdex.com Re: Plan XXXXXXXX Dear Ms [redacted] , Regarding the service request for the pipe leak, and reimbursement for covered costs completed by an Out-Of-Network Contractor; I have reviewed the file and prior to receiving the Revdex.com complaint on November 4, 2015, my associate, Mr [redacted] , spoke to Ms [redacted] on November 2, 2015, and agreed to provide her the balance of the repair Mr [redacted] has processed the check for $and Ms [redacted] should receive it within days If Ms [redacted] has any questions, please advise her to contact Mr [redacted] at XXX-XXX-XXXX Ext 1533, for assistance Sincerely, [redacted] Plan Compliance Manager Old Republic Home Protection Initial Consumer Rebuttal / [redacted] (2000, 7, 2015/11/06) */ (The consumer indicated he/she ACCEPTED the response from the business.) As long as the check is received I am happy with the outcomeI will await the check Final Business Response / [redacted] (4000, 14, 2015/11/18) */ Dear Ms [redacted] , Please advise Ms [redacted] that the check was mailed on November 12, If she does not receive it within ten days, please advise her to contact our Accounting Department at XXX-XXX-XXXX for assistance Sincerely, [redacted] Plan Compliance Manager Old Republic Home Protection Final Consumer Response / [redacted] (2000, 16, 2015/11/20) */ (The consumer indicated he/she ACCEPTED the response from the business.) The final check has been receivedThank you