Old Republic Home Protection Company

Initial Business Response / [redacted] (1000, 5, 2014/09/17) */ Ms. [redacted] BBB Re: Plan XXXXXXXX Dear Ms. [redacted] , Regarding the non-covered costs necessary to replace the air conditioner air handler; I have reviewed the file and confirmed the air handler for the air conditioner system... has failed and must be replaced. In order to complete the installation of the new equipment, there are $824 of non-covered costs for modifications and code upgrades. Please refer to page 8 of the Plan titled Limitations of Liability under Permits and Other Fees that states: "You may be responsible for the payment of additional fees not covered according to the terms and conditions of the Plan. These fees may include, but are not limited to: 1. The cost of permits and code upgrades. 4. The cost of construction, carpentry or other modifications made necessary by existing or installing different equipment." Please extend our apologies to Mr. [redacted] that the terms and conditions of the Plan do not provide coverage for all of the costs necessary to replace his air handler. While 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 Mr. [redacted] has any questions, please advise him to contact us at XXX-XXX-XXXX for assistance. Sincerely, [redacted] Claims Manager Old Republic Home Protection Initial Consumer Rebuttal / [redacted] (3000, 7, 2014/09/19) */ (The consumer indicated he/she DID NOT accept the response from the business.) I find it utterly ridiculous that the costs are covered if the AHU has to be replaced to match the Condenser when upgrading to industry standards of 13 Seer but it it fails in conjunction with the Condenser that the costs are not covered. In addition the contractor marked up the parts higher than I have ever seen. A $12 (high range price) float switch marked up to $75 as well as less than 1/2 a sheet of plywood marked up to $75. They stated that it is the only way they can make money since ORHP will not cover costs of other parts such as whips and mastic. I am out over $900 for this whole evolution and guess what? I still don't have air! That's right the new system is not working either! I am beyond upset! Final Business Response / [redacted] (4000, 9, 2014/09/24) */ Ms. [redacted] , Regarding the non-covered costs necessary to install the new air conditioner equipment; I have reviewed the file, and cost of material and labor for the non-covered costs was within the amount commonly charged for these items in the [redacted] , [redacted] area. However, due to the circumstances, I was informed by the owner of Gator AC, that they waived the additional costs for the permit, breaker and thermostat (required by code), to complete the installation of the equipment. Please extend our sincere apologies to Mr. [redacted] for the circumstances that occurred, and inform him if he has any questions to please contact us at XXX-XXX-XXXX for assistance. Sincerely, [redacted] Claims Manager Old Republic Home Protection Final Consumer Response / [redacted] (4200, 13, 2014/09/26) */ (The consumer indicated he/she DID NOT accept the response from the business.) Those fees were not waived....I already paid them....I understand the contractor's mark up after talking to them...it's the fact that they should have been covered under the warranty. Clear case again of the little guy getting screwed by a large corporation who speaks in circles and finds every little loophole possible to get around paying for a legit claim. Lesson learned...stay away from ORHP.....

Initial Business Response / [redacted] (1000, 5, 2014/06/06) */ Ms [redacted] Revdex.com Re: Plan # XXXXXXXX Dear Ms [redacted] , Regarding the service request for the kitchen refrigerator; on behalf of Old Republic Home Protection (ORHP) and its employees, please extend our sincere apologies for the circumstances outlined in Mrs***'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 I have reviewed the file, and my associate, Mr [redacted] has spoken with Mr [redacted] and will follow up to resolve this service requestPlease inform Mrand Mrs [redacted] if they have any questions, to please contact Mr [redacted] at XXX-XXX-XXXX ext [redacted] for assistance ORHP appreciates Mrs [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 Business Response / [redacted] (1000, 5, 2015/10/28) */ Ms [redacted] Revdex.com RE: Plan # XXXXXXXX Dear Ms [redacted] , Regarding the service request for the plumbing stoppage on work order number XXXXXXXX; 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 As a result of the circumstances that occurred, and strictly as a matter of goodwill, ORHP has agreed to waive the Trade Call Fee for work order number XXXXXXXX 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, 2014/05/02) */ Ms [redacted] Revdex.com Re: Plan # XXXXXXXX Dear Ms [redacted] , Regarding the service request for the refrigerator; I have review the file which indicates that the independent network Service Provider, Appliance Pro, diagnosed and found the refrigerator door is damaged from wear and use and must be replacedOld Republic Home Protection contacted the parts supplier and we were informed that the door is no longer available in stainless steel, and it is only available in black Please refer to page of the Plan titled Limitations of Liability under General Limitations 1.Othat states: "General LimitationsThis Plan does not cover: OMatching dimensions, color (including stainless steel) or brandWe are responsible for providing installation of equipment comparable in features (features that affect the operation of the system or appliance), capacity and efficiency only" According to the file, my associate, Ms [redacted] has spoken to Ms [redacted] regarding the option of replacing the door, or we can provide cash settlement for our cost of the covered repair Please inform Ms [redacted] to contact MsMurphy at XXX-XXX-XXXX ext [redacted] to discuss the resolution of this service request Sincerely, [redacted] Claims Manager Old Republic Home Protection

We purchased a home in the Phoenix Arizona area In the end, the realtor suggested a home warranty to cover unforeseen issues, he in particular suggested the hot water heater was about years old (age of home) and said that water heaters do not last forever So we agreed to the home warranty It has been two months since we have purchased the home and the hot water heater went out It actually leaked water all over our lower living area We called Old Republic, they sent a company out the next day After review, they indicated they will not cover this occurrence due to the method the original home builder installed one fitting In other words, Old Republic did not honor a simple home warranty based on a method of installation by the original home builder This sound a lot like the commercials you hear where home warranties are very narrow on the scope of what is covered and the circumstances I would heed this warning Old Republic did not honor a simple failed year old hot water heater Claiming the copper pipe used was not covered This is pretty sad when a company does not stand behind their product or make simple circumstances impossible for a claim Watch out for those Dinosaurs that are probably covered in their warranties

Initial Business Response / [redacted] (1000, 5, 2014/02/12) */ 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 Ms***’s letter ORHP, like other home warranty companies, uses independent network Service Providers to service our Plan HoldersAlthough efforts are made to dispatch qualified Service Providers that can provide quality service, occasionally circumstances occur that are unacceptable to ORHP and our Plan Holder I assure you, ORHP employees value the trust each of our Plan Holders place in us to resolve their service request in a timely and professional manner and when this does not occur, steps are taken to review what went wrong and implement improvement 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, we dispatched a different company to diagnose the furnace, and Ms [redacted] has confirmed with us they completed the repair, and the furnace is operating properly 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 regard, [redacted] Claims Manager Old Republic Home Protection

Initial Business Response / [redacted] (1000, 5, 2014/06/19) */ Ms [redacted] Revdex.com Re: Plan # XXXXXXXX Dear Ms [redacted] , Regarding the service request for the refrigerator/freezer; on behalf of Old Republic Home Protection (ORHP) and its employees, please extend our sincere apologies for the circumstances outlined in Mr [redacted] 's letter I assure you, ORHP employees value the trust each of our Plan Holders place in us to resolve their service request in a timely and professional manner and when this does not occur, steps are taken to review what went wrong and implement improvement Based on the information you provided, I have taken personal responsibility to address the issues outlined with the individuals involved, ensuring they understand the result of their actions and comments I have reviewed the file that indicates my associate, Ms [redacted] , has spoken with Mr [redacted] , and will follow up to ensure the service request is resolved in a timely manner If Mr [redacted] has any questions, please inform 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] Claims Manager Old Republic Home Protection

Initial Business Response / [redacted] (1000, 5, 2014/07/03) */ 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] '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 Provider and individuals involved, ensuring they understand the result of their actions and comments According to the file, on July 1st, 2014, ORHP dispatched a different Independent Network Service Provider, and the air conditioner was repaired If Ms [redacted] has any questions, or the need for further service, please inform her to contact us at XXX-XXX-XXXX 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 Business Response / [redacted] (1000, 5, 2014/11/12) */ Ms [redacted] Revdex.com Re: Plan # XXXXXXXX Dear Ms [redacted] , Regarding the denial of coverage for the garage door opener, and Ms [redacted] ' request to waive the Trade Call Fee; I have reviewed the file and confirmed the Independent Network Service Provider diagnosed the garage door springs failed, which resulted in the failure of the garage door opener Please refer Ms [redacted] to page 8, Limitations of Liability; General Exclusions, item 4D, that states: "We do not pay, nor are we liable, for secondary or consequential loss or damage......." With regard to the Trade Call Fee (TCF); Please refer to page of the Plan titled When You Need Us 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 TCF." Please extend our apologies to Ms [redacted] that the terms and conditions of the Plan did not provide coverage in this situationWhile the intent of Old Republic Home Protection is to provide as much coverage as possible, the Plan is not all inclusive and there are limitations which are standard in the home warranty industry If Ms [redacted] has any questions, please inform her to contact us at XXX-XXX-XXXX for assistance Sincerely, [redacted] Claims Manager Old Republic Home Protection Initial Consumer Rebuttal / [redacted] (3000, 7, 2014/11/25) */ (The consumer indicated he/she DID NOT accept the response from the business.) I do not agree with the response from the business regarding the failure of the garage doorOld Republic states that they are responsible for damage due to wear and tearThe reason why my garage springs and door opener failed were due to wear and tearThe springs and door opener could not fail if I was not using itI feel that Old Republic is using a loop hole to try to get out paying for the repairs of my garageSo, that is why I feel that I should at least receive my $trade fee, due to the fact that they are going against the terms of their policy Final Business Response / [redacted] (4000, 9, 2014/12/01) */ Dear Ms [redacted] , Please inform Ms [redacted] that Old Republic Home Protection has agreed as a gesture of goodwill to refund the $Trade Call Fee; the check will be mailed within the next ten business days Sincerely, [redacted] Claims Manager Old Republic Home Protection

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

Initial Business Response / [redacted] (1000, 5, 2014/03/20) */ Ms [redacted] Revdex.com Re: Plan XXXXXXXX Dear Ms [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 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 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 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 regard, [redacted] Claims Manager Old Republic Home Protection

Initial Business Response / [redacted] (1000, 5, 2015/02/25) */ Ms [redacted] Revdex.com Re: Plan XXXXXXXX Dear Ms [redacted] , Regarding the service request for the plumbing stoppage; I have reviewed the file and the Out-Of-Network Contractor hired by Mr [redacted] informed us that the cause of the stoppage was roots in the drain line Please refer to page of the Plan under Plumbing Coverage that states: "Not Covered: stoppages due to roots; leaks/damage caused by roots " Please extend our apologies to Mr [redacted] that the terms and conditions of the Plan did not provide coverage in this situationWhile the intent of Old Republic Home Protection is to provide as much coverage as possible, the Plan is not all inclusive and there are limitations which are standard in the home warranty industry According to the file, on February 19, 2015, Old Republic Home Protection received a request from Mr [redacted] to cancel his Plan, and the Plan fee refund was mailed to him on February 23, If Mr [redacted] has any questions, please advise him to contact us at XXX-XXX-XXXX for assistance Sincerely, [redacted] Claims Manager Old Republic Home Protection Initial Consumer Rebuttal / [redacted] (3000, 7, 2015/03/01) */ (The consumer indicated he/she DID NOT accept the response from the business.) Roots were not the main reason for the stoppage it was baby wipesThe fact that only your unjust claims rep awnsered my complaint when that was the person I took issue with in the first place shows just how much they are trying to cover up their actionsTheir are no roots in my plumbing! I had that problem taken care of years agoAll of my plumbing is now pvc pipeYou sir or mam are misinformed and I will do everything in my considerable power to make sure that no one I know ever purchases your services and that the atternies in savannah boycott your company in this area from now onWhen closing on a house Final Business Response / [redacted] (4000, 9, 2015/03/04) */ Dear Ms [redacted] , I have reviewed the file and our conversation with the plumber, Johnny, from Mr [redacted] On February 17, 2015, Johnny informed us that roots were going in to the drain pipe, and that he had to cut open the pipe to remove the roots, then replace approximately feet of drain pipe under the home in order to clear the stoppage I suggest if Mr [redacted] is unsure of the information provided by Johnny, that he contact him at XXX-XXX-XXXX to discuss his diagnosis, and the repair he completedIf Mr [redacted] obtains additional information he believes should be considered by Old Republic Home Protection (ORHP), please advise him to forward it to me for review Please extend our apologies to Mr [redacted] that the terms and conditions of the Plan did 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] Claims Manager Old Republic Home Protection

Initial Business Response / [redacted] (1000, 5, 2015/06/10) */ Ms [redacted] Revdex.com Re: Plan # XXXXXXXX Dear Ms [redacted] , Regarding the discussion with our staff concerning the effective date of your Plan; on behalf of Old Republic Home Protection (ORHP) and its employees, please extend our sincere apologies for the circumstances outlined in Ms***'s letter 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 your spoke with my associate, MsLove, Accounts Receivable Supervisor, and she explained that there is a day wait for Plans sold as a For Sale By Owner ORHP appreciates you taking the time to provide your opinion and perspective of your service experience, which in turn, provides ORHP the opportunity to improve the service we provide to our customers Best regards, [redacted] Claims Manager Old Republic Home Protection Initial Consumer Rebuttal / [redacted] (3000, 7, 2015/06/11) */ (The consumer indicated he/she DID NOT accept the response from the business.) The response did not provide any resolution, apology nor acceptance of the original Terms and conditionsA company MUST take ownership of its terms and conditions when conveyed verbally in the state of Texas Final Business Response / [redacted] (4000, 9, 2015/06/12) */ Ms [redacted] , As stated previously, please extend our apology for any misunderstanding or incorrect information with regard to the day waitIf Ms [redacted] would prefer her Plan be cancelled so she can purchase a Plan from a different home warranty company, please advise her to let me know, and I will process a full refund of the Plan fee Sincerely, [redacted] Claims Manager Old Republic Home Protection Final Consumer Response / [redacted] (4200, 11, 2015/06/15) */ (The consumer indicated he/she DID NOT accept the response from the business.) From the very beginning I have fully disclosed there was no agent involved I wanted to make it VERY CLEAR [redacted] I DID NOT ASK FOR THE WAIVER OF THE WAITING PERIOD / I WAS TOLD AND EVEN ASSURED MORE THAN ONCE BY EACH REPRESENTATIVE I would not incur the warranty waiting period*This was offered to meTherefore I simply expect it to be fulfilled I do not accept the alternate resolution, but the original terms, where the close date is 6/with my warranty start date as 7/1/ I will be forwarding this matter to the Texas Attorney General's Office, next

Initial Business Response / [redacted] (1000, 5, 2014/06/09) */ Ms [redacted] Revdex.com Re: Plan # XXXXXXXX Dear Ms [redacted] , Regarding the service request for the refrigerator; on behalf of Old Republic Home Protection (ORHP) and its employees, please extend our sincere apologies for the circumstances outlined in Mr [redacted] 's letter 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, my associate, MsWolfe, has spoken to Mr [redacted] , and is following up on this service request to ensure it is resolved to his satisfaction If Mr [redacted] has any questions, please inform him to contact MsWolfe 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] Claims Manager Old Republic Home Protection Initial Consumer Rebuttal / [redacted] (2000, 7, 2014/06/17) */ (The consumer indicated he/she ACCEPTED the response from the business.) Ms [redacted] contacted me and worked with me to resolve the issue in questionI am very thankful that it is finally resolved

I do not even know where to begin with how disappointed we have been with ORHW; we will not be recommending them to anyone and will be advising the realtor who closed our house to look into other options for home warranty providers We moved in 09/and immediately noticed a leak; we then had several service providers (8-of them) out to our home over the course of months, who were all unable to locate a leak We had an air conditioning provider tell us that we had a problem with our roof, so we spent $on roof repair that in turn did not fix the leak We ended up having to re-grout around the tub to fix the issue, which was not covered under our plan but should have been discovered/noted by one of the many plumbing service providers we had out to our home We have had holes (a foot by foot hole in our ceiling as well as two 1-foot by 1-foot holes in our bathroom walls) that I was told would be fixed multiple times by multiple "supervisors" (I said I would not be taking the $cash out option they originally offered me) Now, I have just gotten off the phone with Lola, a customer service agent, who has informed me that I would be taking a $cash pay out and they would be sending me a check (*$is not going to be close to covering the repairs needed at this point - not even the "rough patch" that she said I was entitled)I asked to speak with her supervisor and was told that I would "not be speaking with anyone else about the matter" and that this was a claim decision after her review of the details and notes from our plan and file I asked for a copy of our file with notes and was told that these were internal and would not be provided I again asked to speak with her supervisor and was told no; she them informed me that this conversation was not getting anywhere, told me she would send me the check, and hung up on me We obviously no longer have an active plan, as we went with another service provider after more than a year of not having our problem resolved, and apparently this is part of the issue (that our plan is no longer active); I specifically asked and was told multiple times that these holes would be fixed and was given the name of the company who was authorized to do so So, in the end, we are out $roofing and the cost of re-grouting and left with square feet of various holes to be patched, sanded, and painted with a whopping $check from a "customer service agent" who told us we wouldn't be speaking with anyone besides her and hung up on me to end the phone conversation Goodness! Very very poor customer service all the way around I will be contacting the Revdex.com with regards to this issue, as I do not wish for others to have the same issues with this company

Initial Business Response / [redacted] (1000, 5, 2014/06/27) */ 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 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 I have reviewed the file and confirmed the air conditioner repair was completed on June 25th, 2014, and is operating as designed 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

I have owned my first home for a year now and my realitor signed us up for orhpMy home is an older home that has had some issues since moving in, a/c replaced, water heater replacedIn the last month I got a call from the water company stating my water has been running non stop for a couple daysI called orhp after I could not find any leaks and they sent out one of there plumbersHe advised we had a leak under the slab and it would cost dollars for repairsOrhp covered I had to pay the No problemCalled to authorize work and asked if I would get compensated to pay for the holes left in the drywall to runa new main water lineI was told that we would get dollars for the first hole and dollars each additional holeThe plumber came and made holes in bedrooms, about holes totalBecause the plumber had to bring an additonal person to help him (which was his son in law and he wasnt a plumber) I was charged extra for the helpSo the total bill changed and I was told about it when it came time to collect the moneyRepairs completed while I was at work, when I got home the plumber ran the new water line through the attic and did not secure the line at allLayed it accross the rafters and took offHe was paid dollars for hours of horrible workmanship!!!Took photos and called orhp and asked about the money to fix the drywall and that the plumber did not complete the jobI was told they would not send the plumber back unless there was a leak and that the person on the phone that told me I would get paid to fix the drywall was "no longer with the company and he gave wrong info"Orhp did not back up their employees statements even if they didnt work there anymoreSo I get a renew letter in the mail and even after all this I decide ill go one more year and see what happensI call to renew and am told by an employee that my contract "has been opted not to offer coverage from orhp" and she told me a website for other companiesI asked why they sent me a renewal form and now they dont want to cover me anymore and she could not give an answer other than sorryThis company is a joke and is a waste of time and moneyDo not use them or recommend them to anyone

[redacted] BBB size=3>Re: Plan [redacted] Dear [redacted] , Regarding the service request for the air conditioner; I have reviewed the file that indicates the technical from Earley Air Control diagnosed that the evaporative coil was leaking refrigerant and must be replaced. The technician advised us the evaporative coil was still under the manufacturer’s warranty, and the Plan Holder will be responsible for the labor to install the new evaporative coil once the manufacturer provides the replacement equipment. Please refer to page 8 of the Plan that states: “1. GENERAL LIMITATIONS. THIS PLAN DOES NOT COVER: F. Systems, appliances or components covered by an existing manufacturer/ distributor/ or other warranty.” Please extend our sincere apologies to [redacted] that the terms and conditions of the Plan do not provide coverage for the labor to install the evaporative coil. While 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 questions regarding his Plan coverage, please advise him to contact us at [redacted] for assistance. Sincerely, [redacted] Plan Compliance Manager Old Republic Home Protection

Initial Business Response / [redacted] (1000, 5, 2015/02/16) */ 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 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 I have reviewed the file that indicates the Independent Network Service Provider diagnosed the furnace is beyond repair and must be replacedAccording to the file, ORHP has authorized replacement, and the new furnace has been orderedWe will follow up to ensure it is replaced in a timely manner ORHP appreciates Mr [redacted] taking the time to provide his opinion and perspective of his service experience, which in turn, provides ORHP the opportunity to improve the service we provide to our customers Best regards, [redacted] Claims Manager Old Republic Home Protection

Initial Business Response / [redacted] (1000, 7, 2014/10/06) */ ***, Good morning, I'm unable to locate this person in our files based on the information she provided the BBB. Please advise and have a nice weekend. Best regards, [redacted] Initial Consumer... Rebuttal / [redacted] (3000, 9, 2014/10/17) */ This is a stall tactic!!! The policy was under my name [redacted] G. [redacted] . Policy #XXXXXXXX. They terminated our policy on 8/20/2014 with no notice. When I called to find out why, they would not give me an explanation. "***" issued the policy back in 2013. "Caressa" is the Customer Service Rep that I spoke to on 10/2/2014 who would not explain why our policy was terminated. This should be all the information Mr. [redacted] needs to locate our information. I expect to hear from you again regarding his response. Regards, [redacted] G. [redacted] Final Business Response / [redacted] (4000, 11, 2014/10/23) */ October 20, 2014 Ms. [redacted] XXXXX Re: Plan # XX-XXX-XXX RevDex.com Case # XXXXXXXX Dear Ms. [redacted] , On behalf of Old Republic Home Protection and its employees, please accept our sincere thank you for being a Plan Holder. As you know, we concluded that your Plan was ineligible for renewal. We apologize for any inconvenience this may cause. Please refer to Page 9 of the Plan that states: Renewals: The Plan will be renewed at our discretion. If your Plan is eligible for renewal, we will notify you of the Plan fee and terms of renewal approximately 60 days prior to expiration of coverage. To ensure there is no lapse of coverage, payment must be received prior to Plan expiration. Plan fees may increase upon renewal. We understand that you have since obtained coverage with another warranty company. We sincerely apologize for any inconvenience our decision has caused you. Respectfully, [redacted] Claims Manager Old Republic Home Protection Final Consumer Response / [redacted] (4200, 13, 2014/10/24) */ (The consumer indicated he/she DID NOT accept the response from the business.) Old Republic never notified us that our plan would not be renewed. We've had a huge lapse in coverage because we were not every notified that our plan was being cancelled. Once I figured out on my own that my plan was not renewed, I called and Old Republic would not give me an answer as to why it was not renewed. Bottomline...our policy was not renewed because we filed a claim in the previous year. They only want to insure people who are never going to file claims. I bought a house built in 1958 with an air conditioner that was 14 years old. I NEEDED a policy to protect me. Old Republic was just hacked off that they had to replace my air conditioner. And then they cancelled our policy. And the following statement: "We understand that you have since obtained coverage with another warranty company" is completely false and none of their business. Again, only purchase a policy from Old Republic if you are sure you are never going to need it because if you file a claim, you will be dropped. Worthless company, and [redacted] is a useless manager. I encourage the public to find other options. [redacted] H.