Old Republic Home Protection Company

Initial Business Response / [redacted] (1000, 5, 2015/10/07) */ Ms [redacted] Revdex.com Re: Plan XXXXXXXX Dear Ms [redacted] , Regarding the service request for the oven; on behalf of Old Republic Home Protection (ORHP) and its employees, please extend our sincere apologies for the circumstances outlined in Mr [redacted] 's letter ORHP, like other home warranty companies, uses Independent Network Service Providers to service our Plan HoldersAlthough efforts are made to dispatch qualified Service Providers that can provide quality service, occasionally circumstances occur that are unacceptable to ORHP and our Plan Holder I assure you, ORHP employees value the trust each of our Plan Holders place in us to resolve their service request in a timely and professional manner and when this does not occur, steps are taken to review what went wrong and implement improvement Based on the information Mr [redacted] provided, I have taken personal responsibility to address the issues outlined with the Service Providers and individuals involved, ensuring they understand the result of their actions and comments According to the file, my associate, Ms [redacted] , has been assigned to follow up and ensure the service request is resolved in a timely mannerIf Mr [redacted] has any questions, please advise him to contact Ms [redacted] at XXX-XXX-XXXX Ext [redacted] for assistance ORHP appreciates Mr [redacted] taking the time to provide his opinion and perspective of his service experience, which in turn, provides ORHP the opportunity to improve the service we provide to our customers Best regards, [redacted] Plan Compliance Manager Old Republic Home Protection Initial Consumer Rebuttal / [redacted] (2000, 7, 2015/10/08) */ (The consumer indicated he/she ACCEPTED the response from the business.) I accept the company's response as they offered to pay for my ovenI want to not that it was only after I filed a complaint with the Revdex.com that the company decided to take some action in this case

Initial Business Response / [redacted] (1000, 5, 2015/01/28) */ Ms [redacted] Revdex.com Re: Plan # XXXXXXXX Dear Ms [redacted] , Regarding the service request for the washing machine drain line and Mr***'s request to waive the Trade Call Fee; on behalf of Old Republic Home Protection (ORHP) and its employees, please extend our sincere apologies for the circumstances outlined in Mr***'s letter ORHP, like other home warranty companies, uses Independent Network Service Providers to service our Plan HoldersAlthough efforts are made to dispatch qualified Service Providers that can provide quality service, occasionally circumstances occur that are unacceptable to ORHP and our Plan Holder I assure you, ORHP employees value the trust each of our Plan Holders place in us to resolve their service request in a timely and professional manner and when this does not occur, steps are taken to review what went wrong and implement improvement Based on the information 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 Out-Of-Network Contractor, Villazon Plumbing, diagnosed the cause of failure of the drain pipe was the result of the pipe being undersized; the installer of the drain pipe used inch drain pipe and should have used inch to provide proper drainage of the washing machine Please refer to page of the Plan titled Limitations of Liability that states: "General LimitationsThis Plan does not cover: ASystem or appliance repairs, replacements or upgrades required as a result of: A malfunction due to lack of capacity of the existing system or appliance EImproper repair/installation/modification of the covered item." With regard to your belief that the repair is covered under the Platinum Protection, which includes Ultimate Protection; please refer to page under Ultimate Protection (d) that states: "Coverage does not apply if the cause of failure of the system or appliance is solely due to the improper installation " If Mr [redacted] has any additional information he believes should be considered, please inform him to provide it to me for review With regard to the Trade Call Fee; although the Trade Call Fee is due whether the service request is covered or denied, as a gesture of goodwill, ORHP has agreed to refund the Trade Call fee Mr [redacted] paid to SearsThe refund has been processed and will be mailed to Mr [redacted] within the next ten business days 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, 2015/02/05) */ (The consumer indicated he/she ACCEPTED the response from the business.) I really feel that this is something my home inspector should have brought to my attentionEvery piece of plumbing pipe installed is only inchesSo from my understanding this does not meet building code and by Old Republic's standards would be considered an improper installationIt isn't Old Republic's fault that my home inspector failed to do his jobI also expected to have been told of things that aren't covered in this home warranty plan when my realtor sold me the warranty planAs a first time homebuyer I purchased a home warranty plan thinking that things would be fixed if problems occured after making a major purchaseI did not realize I needed to goto school to learn building code to determine what is installed properly and what is not so that I can determine what would be covered under a particular home warranty planSince my Warranty coverage is expiring soon i'm guessing that is why Old Repubic unwilling to cancel my contract and offer a refund Final Consumer Response / [redacted] (3000, 12, 2015/03/17) */ It has been days since this case was closed however the $Trade Call Fee has not been receivedORHP stated in its response "With regard to the Trade Call Fee; although the Trade Call Fee is due whether the service request is covered or denied, as a gesture of goodwill, ORHP has agreed to refund the Trade Call fee Mr [redacted] paid to SearsThe refund has been processed and will be mailed to Mr [redacted] within the next ten business days." It would appear this was not the case Final Business Response / [redacted] (4000, 14, 2015/03/18) */ Dear Ms [redacted] , Please extend our sincere apologies that Mr [redacted] has not received his Trade Call Fee refund checkAs the result of technical difficulties, the check was not mailed; I assure you the check will be mailed within the next seven days, and I will follow up to ensure it is mailed Sincerely, [redacted] Claims Manager Old Republic Home Protection

Initial Business Response / [redacted] (1000, 5, 2015/09/01) */ Ms [redacted] Revdex.com Re: Plan XXXXXXXX Dear Ms [redacted] , Regarding the non-covered costs to install the new air conditioner condenser; I reviewed the file and confirmed there were costs necessary to install the new condenser that were not covered by the Plan Please extend our sincere apologies to Mr [redacted] that the terms and conditions of the Plan did not provide coverage for all of the costs necessary to install the new condenserWhile 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 August 29, 2015, Mr [redacted] spoke with my associate, Ms***, and agreed to accept $1,as cash settlement in lieu of the repairA check for $1,has been processed and will be mailed to Mr [redacted] within the next ten business days If Mr [redacted] has any questions, please advise him to contact Ms [redacted] at XXX-XXX-XXXX Ext***, for assistance Sincerely, [redacted] Plan Compliance Manager Old Republic Home Protection

Initial Business Response / [redacted] (1000, 5, 2015/05/11) */ 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 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 Please advise Ms [redacted] to provide me a copy of the invoice from her Out-Of-Network Contractor for my review, and I will reimburse her for covered repairs ORHP values Ms [redacted] as a customer, and we hope that she realizes 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, or fax her request to XXX-XXX-XXXX, and the Plan will be cancelled in accordance with the terms and conditions pf the Plan 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, 12, 2015/06/05) */ RE: Case #XXXXXXXX:Old Republic Home Protection Company, Inc./Middle Ground Response I'm requesting Revdex.com to mediate obtaining reimbursement for me RE:Case #XXXXXXXX:Old Republic Home Protection Company, Inc./Middle Ground Offer I am requesting Revdex.com to present my Middle Ground offer to Old Republic Home Protection,which is to have Revdex.com to act as mediation on my behalf of receiving full reimbursement for the invoice from my Out-of-Network Contractor repairs for my refrigeratorI will provide Revdex.com a copy of the invoice for the Out-of-Network Contractor repairs because I do not trust Old Republic to follow through on this reimbursement due to the fact that their representatives telling me in the past that they would not cover repairs to my refrigeratorAlso, due to the fact that this plan has not been a value and has not provided any benefits to meI have been a victim of fraud, advertisement,exploitation,highly unethical and unprofessional business practicesEspecially, since not only did Fixx My Appliance state that Old Republic Home Protection does not cover repairs, but J/S Mechanical has stated the same thing to me and I was out of another $Trade Service Call FeeOld Republic Home Protection advertise that they provide qualified Service Providers and this is not trueThe Providers arrive and the customers are exploited for the fee and left to find Out-of-Network Providers whom we must pay another Trade Call Fee and actually have the service provided Your Desired Resolution: I am requesting full reimbursement with calendar days of the invoice for my Out of pocket, Out-of-Network Contractor repairs Final Business Response / [redacted] (4000, 14, 2015/06/08) */ Ms [redacted] , Please advise Ms [redacted] we received a copy of the Sears repair invoice on June, 5, 2015, and it is being processed for payment; the check will be mailed to MsFinny within the next ten business days If Ms [redacted] has any questions, please advise her to contact me at her convenience at XXX-XXX-XXXX ext [redacted] Sincerely, [redacted] Claims Manager Old Republic Home Protection

Initial Business Response / [redacted] (1000, 5, 2015/01/23) */ Ms [redacted] Revdex.com Re: Plan XXXXXXXXX Dear Ms [redacted] , Regarding the cancellation of Ms [redacted] 's Plan; 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 have reviewed the file and confirmed the Plan will be cancelled, and Ms [redacted] will receive a refund of the unearned Plan fee If she has any questions, please inform her to contact the Accounting Department at XXX-XXX-XXXX for assistance Sincerely, [redacted] Claims Manager Old Republic Home Protection Initial Consumer Rebuttal / [redacted] (2000, 7, 2015/02/02) */ (The consumer indicated he/she ACCEPTED the response from the business.) I will accept the case for now, but I have not received the refund yetIf I do not receive the refund, I will be opening the case back up

Initial Business Response / [redacted] (1000, 9, 2015/04/28) */ Ms. [redacted] BBB 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 Holders. Although efforts are made to dispatch qualified Service Providers that can provide quality service, occasionally circumstances occur that are unacceptable to ORHP and our Plan Holder. I assure you, ORHP employees value the trust each of our Plan Holders place in us to resolve their service request in a timely and professional manner and when this does not occur, steps are taken to review what went wrong and implement improvement. Based on the information Mr. [redacted] provided, I have taken personal responsibility to address the issues outlined with the Service Provider and individuals involved, ensuring they understand the result of their actions and comments. According to the file, my associate, Ms. ***, will follow up and ensure the service request is resolved in a timely manner. If Mr. [redacted] has any questions, please advise him to contact Ms. [redacted] at XXX-XXX-XXXX ext. 1036, 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] (3000, 6, 2015/04/28) */ Old Republic has offered us a cash out settlement in this case and we have accepted their offer. Final Consumer Response / [redacted] (2000, 11, 2015/04/29) */ (The consumer indicated he/she ACCEPTED the response from the business.)

Not even worth the one starI really think they deserve a negative ratingThe insurance was transferred to us during the sale of the home purchasedNeedless to say, after paying a $60, they denied the work order to be done because of the liability involvedThat's the most ridiculous I've ever heard ofHow could an insurance policy paid for ultimate protection possibly have liabilities not covered?! I thought this was home owner's insuranceShouldn't most all liability be covered?! I called Old Republic to inquire about why they denied the service and wanted to send out a different contractor which would be scheduled at a later timeThe first phone call, they gave one excuseThen, they told the plumbers a different excuse, which we could heard through their cell phonesAfter all their roundabout arguments, they settled on that due to the problem not being a "mechanical failure" they denied service to usAnd, still required us to pay a trade-call fee when no work was doneAs of this point I refuse to pay a fee when NO WORK was doneTalk about wasting everyone's time and moneyThe customer service representative [redacted] was rude and ridiculousShe interrupted every single sentence of mine, and refused to put a supervisor or manager on the lineEven after all the issues were even explained to them on our end and from the plumbing contractor's end, Old Republic representative [redacted] still refused to rectify the situation, and still is asking for us to pay a fee when like I said NO WORK was performedBasically they give a runaround as to why they deny service to be performed and want to just collect fees and put off the workThey tried to fool us into waiting around for another contractor to come out at a separate timeLudicrous reallyWe ended up refusing toe pay for the trade call fee and contracted the plumbing independentlyEverything is fixed and fine NO THANKS to old republicand NO we are not paying a fee when no work has been done especially when OLD REPUBLIC DENIES the service

Initial Business Response / [redacted] (1000, 5, 2015/09/16) */ Ms [redacted] Revdex.com Re: Plan XXXXXXXX Dear Ms [redacted] , Regarding the denial of coverage for the air conditioner; I have reviewed the file that indicates the Plan became effective on September 9, 2015, and the service request for the air conditioner was placed the same dayAccording to the Independent Network Service Provider dispatched by Old Republic Home Protection (ORHP), he diagnosed there was a refrigerant leak in the service valve and condenser, and the air conditioner 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) Pre-existing conditions are not covered." Please extend our apologies to Mr [redacted] that the terms and conditions of the Plan do not provide coverage in this situationWhile the intent of ORHP is to provide as much coverage as possible, the Plan is not all inclusive and there are limitations which are standard in the home warranty industry If Mr [redacted] has any needs for service during the term of his Plan, please advise him to contact us at XXX-XXX-XXXX for assistance Sincerely, [redacted] Plan Compliance Manager Old Republic Home Protection Initial Consumer Rebuttal / [redacted] (3000, 7, 2015/09/17) */ (The consumer indicated he/she DID NOT accept the response from the business.) I recently hired a new HVAC technician from All American Plumbing Heating and Air, who are not partnered with Old RepublicTheir opinion was that the A/C could with out a doubt have been working the same day we got keys to our new houseWe are faxing Old Republic a report of their findings tomorrow (9/18/15) If they do not desire to fix the AC unit, the least they can do is refund the plan protection fee and $tech fee we had to pay which Old Republic used to deny the claim Final Business Response / [redacted] (4000, 10, 2015/09/21) */ Ms [redacted] , Please advise Mr [redacted] that the $Trade Call Fee has been waived strictly as a matter of goodwillIf Mr [redacted] still wishes to cancel his Plan, please advise him to provide Old Republic Home Protection a written request, and mail it to the following address: Old Republic Home Protection P.OBox San Ramon, CA XXXXX If Mr [redacted] would prefer, he can fax the request to XXX-XXX-XXXX, and the Plan will be cancelled in accordance with the terms of cancellation referenced on page of the Plan Sincerely, [redacted] Plan Compliance Manager Old Republic Home Protection

DO NOT WAST YOUR TIME OR MONEY, This company spends more time an effort figuring ways how to NOT meet their obligations than they do even understanding the issues If it's an expensive item, i.eA/C system, you can bet you find yourself not only hanging for weeks, but totally outa pocket when their final diagnosis comes inThen you start all over EXAMPLE: Mid-June in [redacted] , my AC goes out with temps ranging from high 80s at night to 110+ daytime highsI call OLD REPUBLICI request service thru OLD REPUBLIC websiteIt's down for maintenanceI call OLD REPUBLIC's number and am told OLD REPUBLIC will have a servicing company at our house in hrshrs later, not even a call backI called OLD REPUBLIC and a new vender was called on emergency call outThey showed up just prior to dark, worked till after 9pm and had to leave to consult some expertiseTwo days and multiple calls later they finally concluded that the wrong thermostat is installedOLD REPUBLIC determined that the clause in their Platinum plan regarding coverage of improper installation wasn't coveredBut [redacted] could fix it if we bought the thermostat in a weekAll this time no AC, no fix and no helpI got a second opinion from Howard Air, they showed up that day, replaced a capacitor and our AC was up n running in two hoursOLD REPUBLIC took a report on the previous vendor but refused to pay for the out of network vendor that fixed our problem Now it's winter and we have an similar issue only the heat was out during the coldest part of the night during a cold snap two weeks agoAgain I called my home warranty OLD REPUBLICTwo days later we get a service rep, that's rude and disinterested in our problemsHe takes a look, decides he doesn't know what the codes mean and will have to get back to us in a dayFour days later we call OLD REPUBLICThey call the vender, he says he needs parts and will get back in a dayTwo days later we call OLD REPLUBLIC, they call the vender, he shows up the next dayNo parts but now the problem is that the defrost board is wired wrong and guess whatOLD REPUBLIC says since the SOLE cause of the problem is due to IMPROPER INSTALLATION/MOD/REPAIR, that the IMPROPER INSTALLATION/MOD/REPAIR Protection in their plan did not apply and not only am I out of heat for two weeks, I'm back to square one OLD REPUBLIC is a USELESS WARRANTEE that hires hacks as service repsSTEAR CLEAR!

Initial Business Response / [redacted] (1000, 5, 2015/04/15) */ Ms [redacted] Revdex.com Re: Plan # XXXXXXXX Dear Ms [redacted] , Regarding the service request for the heating system; on behalf of Old Republic Home Protection (ORHP) and its employees, please extend our sincere apologies for the circumstances outlined in Ms [redacted] ' letter ORHP, like other home warranty companies, uses independent part suppliers to service our Plan HoldersAlthough efforts are made to obtain repair parts in a timely manner, occasionally there are delays 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] has spoken with Ms [redacted] , and will follow up to ensure the repair part is received, and scheduled for installation, in a timely manner If Ms [redacted] has any questions, please advise her to contact MsNicholson at XXX-XXX-XXXX ext [redacted] for assistance ORHP appreciates Ms [redacted] taking the time to provide her opinion and perspective of her service experience, which in turn, provides ORHP the opportunity to improve the service we provide to our customers Best regards, [redacted] Claims Manager Old Republic Home Protection

Initial Business Response / [redacted] (1000, 5, 2015/03/03) */ Ms [redacted] Revdex.com Re: Plan XXXXXXXX Dear Ms [redacted] , Regarding the service requests for the air conditioner; I have reviewed the file and the following is a brief summary 02/04/Service request: air conditioner is not cooling Dispatched: Gembecki Mechanical Services 02/05/Status: the technician diagnosed the air conditioner was low on refrigerant, and he was unable to locate a refrigerant leak in the air conditioner systemThe technician added refrigerant and the air conditioner was cooling as designed 06/24/Service request: air conditioner is blowing warm air Dispatched: LJ-Air 06/26/Status: the technician diagnosed a small refrigerant leak on the service valve capThe cap was tightened, refrigerant was added to the air conditioner, and the unit was cooling properly 07/17/Service request: the air conditioner was leaking water Dispatched: Gembecki Mechanical Services 07/18/Gembecki was contacted by the Plan Holder and advised that the air conditioner was no longer leaking water and the service request was cancelled 08/23/Service request: air conditioner is leaking water Dispatched: Gembecki Mechanical Services 08/28/Status: the technician diagnosed the air handler was icing up and leaking as the result of low refrigerant in the air conditionerThe technician diagnosed and repaired a small leak at the service valve, added refrigerant, and the air conditioner was cooling properly 08/29/The Plan Holder called Old Republic Home Protection and informed us that Gembecki Mechanical Services was returning to the home to determine why the system was still leaking water 09/01/Dispatched: Gembecki Mechanical Services 09/02/Status: the technician diagnosed the water leak was the result of the evaporative coil, drain pan, and line located inside the air hander being plugged with debrisIn order to prevent the water leak in the future, the evaporative coil, drain pan, and line must be clearedThe Plan Holder was provided as estimate of $by Gembecki Mechanical Services to clean the equipment which the technician diagnosed will repair the water leak Please refer to page of the Plan titled Limitations of Liability under General Limitations that states: "This Plan does not cover: Broutine maintenance and cleaning." 09/30/Service request: the air conditioner is leaking water Dispatched: Gembecki Mechanical Services Status: the technician confirmed his diagnosis from September 2, 2014, that the evaporative coil and drain pan and line require clearing to resolve the water leak, and Mr [redacted] was provided an estimate of $to complete the service 02/11/Service request: air conditioner is leaking water Dispatched: the Plan Holder was given authorization to contact an Out-Of-Network Contractor (OONC) to provide a diagnosis and estimate, and was advised to contact Old Republic Home Protection (ORHP) with the diagnosis and estimate prior to initiating repairs for our review 02/17/Status: Ishmal, from One Stop Cooling, called ORHP and informed us that he diagnosed there was a refrigerant restriction in the air handler evaporative coil from usage, and he will call us back with an estimate to replace the coil 02/19/ORHP called One Stop Cooling and was advised the cost of a new air handler coil was $2,However, due to a Florida Regulation, when an evaporative coil is replaced, the condenser must also be replaced to meet AHRI requirementsSince there is no mechanical failure of the condenser, the Plan would not cover replacement of the condenser Please refer to page of the Plan titled Limitations of Liability under General Exclusions 4.B that states: "General Exclusions: If additional costs are incurred in order to comply with regulations, we will not be responsible for the added expense" [redacted] from One Stop Cooling called ORHP later in the day, and revised the estimate to including replacement of the air handler (not just the evaporative coil located inside the air handler) to $3, ORHP called the Plan Holder and informed him if he wanted the repair completed by his OONC, that we would cover an amount equal to our cost to replace the air handler which includes the permit and refrigerant recapture ($1,065)Mr [redacted] informed us that he will contact us with his decision According to the file, my associate, Mr [redacted] has spoken with Mr [redacted] , and discussed the cash settlement amount, or if Mr [redacted] would prefer, ORHP will dispatch a different Independent Network Service Provider to complete the covered repairMr [redacted] informed Mr Miller that he [redacted] obtain an additional estimate from a different OONC, and he will contact us at a later dateMr [redacted] will follow up regarding this service request to ensure the service request is resolved in a timely manner If Mr [redacted] has any questions or additional information for review, please inform him to contact Mr [redacted] at XXX-XXX-XXXX ext [redacted] for assistance Sincerely, [redacted] Claims Manager Old Republic Home Protection Initial Consumer Rebuttal / [redacted] (3000, 7, 2015/03/05) */ (The consumer indicated he/she DID NOT accept the response from the business.) Every single one of the service calls was in response to a leak, and or a loss of refrigerantMany reasons and solutions were given, none of them correct until finally One Stop came out and found a leak in the coilUnbeknownst to us, the air conditioner had continued to leak the entire year and this culminated in a ceiling collapse, dollars in damage and multiple service calls at $eachA service call to One Stop, one time which we paid for out of pocket because we felt Gembecki was not doing their jobEach service call from Gembecki FAILED to find the cause of the leak and for one entire year, gallons of liquid leaked into our ceilingI am assuming they refilled it with refrigerant to get it working temporarily and walked away without solving the problemOur ceiling eventually collapsed and even after that, Gembecki did not repair the leakAt one point it was suggested we had not had maintenance which simply was not true, evidenced by the fact after a "dollar cleaning" and no clog discovered, the leak persistedThe coil cannot be replaced aloneIn order to get the system working the entire unit has to be replacedA 10,propositionYou have committed to replacing the coil, I am curious as to how you intend to get a company to replace just the coil as it would be breaking the law in FloridaThe very fact that you can get a company to do this calls, into question the integrity of the providers you choose We believe we are entitled to all of our $payments back since the leak was never foundThe entire $repair amount since the substandard service provided by Old Republic lead to the damageBearing in mind this does not include the cost of removing the mold which was discovered since the initial complaint$10,replacement of the air conditioner, as it can only be legally replaced as a wholeThe $dollars extra per month in electricity costs for at least monthsWe would be willing to accept half of this We have certainly been more than willing to work it out$is an insult and every time we have approached Old Republic they have only offered this same amount Final Business Response / [redacted] (4000, 9, 2015/03/06) */ Dear Ms [redacted] , I have reviewed the file and my associate, Mr [redacted] has spoken with the Plan HolderAs referenced in my previous response, the replacement of the condenser is not covered according to the terms and conditions of the PlanAs for the cash settlement for the replacement of the air handler; if the Plan Holder will agree to allow Old Republic Home Protection (ORHP) to dispatch a different Independent Network Service Provider to install the air handler, this would save them additional costsIf they prefer to use an Out-Of-Network Contractor, then ORHP will reimburse them what our cost would have been for the covered repair (i.ethe air handler) Please advise the Plan Holder to contact Mr [redacted] regarding how they wish to proceed Sincerely, [redacted] Claims Manager Old Republic Home Protection

Initial Business Response / [redacted] (1000, 6, 2014/01/28) */ Ms [redacted] Revdex.com Re: Plan XXXXXXXX Dear Ms [redacted] , Regarding the service request for the refrigerator; I have reviewed the file and my associate, Ms [redacted] Customer Service Manager, has been in contact with Ms [redacted] to resolve her service request If Ms [redacted] has any additional questions, please inform her to contact MsRivera at XXX-XXX-XXXX ext [redacted] for assistance Sincerely, [redacted] Claims Manager Old Republic Home Protection Phone: XXX-XXX-XXXX x ***@orhp.com Initial Consumer Rebuttal / [redacted] (3000, 8, 2014/01/29) */ (The consumer indicated he/she DID NOT accept the response from the business.) Nothing has changed since I first contacted you except they have been ignoring my requests, and not compromisingThey did email me, but no compromisingThe only option they gave me was the original option which I found unfairThat was to give me a less than adequate fridge that did not have the features mine does , nor is it the right sizeor $which is not enough for me to buy a fridge comparable to the quality of minePlus they owe me an additional $because they charged me twice for the same problem because the original problem was not fixedThe repair man confirmed the problem was never fixed it just took a few months for the ice to accumulate and cause the leak againI asked for $for a fridge plus the $refund for the repair manMy compromise is $for the fridge and they still need to refund me for charging me two service fee'sThis company is so rude, and trying to trick customersThey have more bad reviews on yelp than good and the President told me they don't care because they make enough moneyTheir mission statement says "it's not about company policy it's about customer service" but they have not tried to help or compromise or even be niceTheir mission statement is a lie and they trick people with disclaimers and don't try at all to help or be niceMy proof is Yelp and that I am not the only oneThey only have two stars, and the President of the company said that less than half of the customers renewThat is probably the half that did not need service on their appliancesPlease helpThis business is so inappropriate and unfairThanks

Initial Business Response / [redacted] (1000, 5, 2014/10/31) */ 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 I have reviewed the file and based on the circumstances that occurred, ORHP has agreed to honor Ms [redacted] 's request, and the Trade Call Fee will be refunded to her within the next ten business days 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, 2014/03/14) */ Ms [redacted] Revdex.com Re: Plan # XXXXXXXX Dear Ms [redacted] , Regarding Mr [redacted] 's request for Old Republic Home Protection (ORHP) to waive the $Trade Call Fee (TCF) for the furnace system service request; I have reviewed the file that indicates coverage for this service request was denied According to the terms and conditions of the Plan, the TCF is due even when coverage is denied 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." However, ORHP will agree, strictly as a gesture of goodwill, to honor Mr [redacted] 's request, and the TCF will be waived Please inform Mr [redacted] that the TCF will be due for all future service requests, in accordance with the terms and conditions of the Plan If Mr [redacted] has any questions, please inform him to contact us at XXX-XXX-XXXX for assistance Sincerely, [redacted] Claims Manager Old Republic Home Protection Initial Consumer Rebuttal / [redacted] (2000, 7, 2014/03/18) */ (The consumer indicated he/she ACCEPTED the response from the business.)

Initial Business Response / [redacted] (1000, 5, 2014/10/31) */ Ms. [redacted] BBB 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 to service our Plan Holders. Although efforts are made to dispatch qualified Service Providers that can provide quality service, occasionally circumstances occur that are unacceptable to ORHP and our Plan Holder. I assure you, ORHP employees value the trust each of our Plan Holders place in us to resolve their service request in a timely and professional manner and when this does not occur, steps are taken to review what went wrong and implement improvement. Based on the information Mr. [redacted] provided, I have taken personal responsibility to address the issues outlined with the Service Provider and individuals involved, ensuring they understand the result of their actions and comments. I have reviewed the file, and on October 28, 2014, my associate, Ms. [redacted] left Mr. [redacted] a message, and she 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. 7748 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

DO NOT USE ONE REPUBLIC HOME WARRANTY!!! They are a complete scam!! We recently purchased a home in Los Angeles and purchased the top plan with One Republic which was to cover everything and replacement if needed A few months into owning the home our cooktop stopped working We filed a claim and they sent out a repair technician We waited all day for the repair guy to show up and he finally came at the end of his or hour window He was unable to repair the cooktop and said he needed to look for a part otherwise it would be replaced We paid him $(FOR NOTHING) and he said he would be in touch in the next couple of days A week went by with no call and we began calling One Republic They still had not found a part and said it would be a couple of weeks before they would replace the appliance It has now been 4-weeks! and we have had to call weekly for updates We called the repair company directly and everything that One Republic was telling us was untrue and they were not sure the part would even fix the problem The company told us the part they were looking for may not even fix the problem and they would have to try it and see if another part would be needed We have had a broken cooktop for over a month! We have tried to contact a supervisor and the only person they would put us in contact with was "***" He was not helpful and rude He said we had to keep waiting or he would give us a credit of less than half the price to replace the appliance if we forfeit our warranty We paid for the top plan to avoid this [redacted] yet they are still giving us the run around He said if we accepted the credit we would lose all rights to our plan One REPUBLIC Home WARRANTY is a SCAM DO NOT USE THEM [redacted] WAS RUDE and we want to talk to HIS BOSS!!! It is so great dealing with all of this with the Holidays around the corner DO NOT USE ONE REPUBLIC!!!!!!

Initial Business Response / [redacted] (1000, 5, 2014/09/12) */ Ms [redacted] Revdex.com Re: Plan # XXXXXXXX Dear Ms [redacted] , Regarding the denial of coverage for the evaporative coil condensate drain pump; I have reviewed the file and the condensate drain pump is not a covered item listed on the Standard Plan We apologize the terms and conditions of the Plan do not provide coverage in this situationWhile the intent of Old Republic Home Protection is to provide as much coverage as possible, the Plan is not all inclusive and there are limitations which are standard in the home warranty industry If Mr [redacted] has any questions, please inform him to contact us at XXX-XXX-XXXX for assistance Sincerely, [redacted] Claims Manager Old Republic Home Protection

Initial Business Response / [redacted] (1000, 5, 2014/02/12) */ Ms [redacted] Revdex.com Plan XXXXXXXX Dear Ms [redacted] , Regarding the service request for the heating system; on behalf of Old Republic Home Protection (ORHP) and its employees, please extend our sincere apologies for the circumstances outlined in 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, on February 8th, 2014, we authorized the Plan Holder to contact a local heating company to service the heating system, and to contact us prior to initiating repairs with their diagnosis and estimateOnce we have the opportunity to determine coverage, authorization will be given for covered repairs 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, 2014/05/28) */ Ms [redacted] Revdex.com Re: Plan # XXXXXXXX Dear Ms [redacted] , Regarding the service request placed for the air conditioner on September 5th, 2013; I have reviewed the file and have spoken with the independent network Service Provider, Clayton, from Synergistic DevelopmentAccording to Clayton, when he arrived at the home, he diagnosed the air conditioner was low on refrigerant; he removed the remaining refrigerant and filled the system with nitrogen so he could complete a pressure test of the system to locate the source of a leak Once the system was filled with nitrogen and pressurized, Clayton diagnosed and repaired a refrigerant leak on the refrigerant line connection at the evaporative coilAfter completing the repair, Clayton completed another pressure test and found no evidence of any leaks on the systemIn addition, once the refrigerant was inserted back in to the air conditioner, Clayton completed a third additional pressure test and found no leaks were present when he left the home Based on the diagnosis and tests completed by Synergistic Development, there is nothing that supports that he did not complete the repair of the air conditioner If Ms [redacted] has any information she believes should be considered, please inform her to provide it to me for review Sincerely, [redacted] Claims Manager Old Republic Home [redacted] Phone: XXX-XXX-XXXX x ***@orhp.com Initial Consumer Rebuttal / [redacted] (3000, 7, 2014/05/29) */ (The consumer indicated he/she DID NOT accept the response from the business.) ABSOLUTELY NOT: [redacted] did NOT individually test all the necessary components for leaks; he spoke to the man ( [redacted] from DCS air who eventually did test and find additional leaks, [redacted] assured me the sort of testing Clayton did is why he did not find ALL the leaks one in the horizontal coil in attic and another in the line set running to outside wall down to whatever the outside part is called.THIS is why all the refrigerant kept leaking out after being refilled times under warranty ! I have detailed the sequence of sloppy repairs done by the technicians old O.Rsent; neither repaired the AC unit There is no way Old Republic can say the unit was fixed as the very next time it was turned on it FAILED !!,,it was not run after [redacted] supposedly fixed it until I returned to the house in ***, Old Republics terms are mis-leading, time-consuming and uselessThe AC unit was NOT FIXED and I hold them responsible to pay for the repairs I eventually had done by DCSPlease read the sequence of events in my original complaint Final Business Response / [redacted] (4000, 9, 2014/06/02) */ Ms [redacted] , Please inform Ms [redacted] I have reviewed the file, and according to the file, she contacted us eight months after Synergistic made their repair and over two weeks after her Plan expired; it is possible the leaks occurred after Synergistic serviced her homeWhen I spoke with the technician from Synergistic, he is certain when he left the home the air conditioner system was pressurized and was not leaking refrigerant If Ms [redacted] has information (proof), that the air conditioner was still leaking when Synergistic left her home in September, please advise her to provide it to me for review Sincerely, [redacted] Claims Manager Old Republic Home Protection Final Consumer Response / [redacted] (4200, 13, 2014/06/04) */ (The consumer indicated he/she DID NOT accept the response from the business.) It is NOT possible the leaks occurred AFTER Synergistic serviced the AC system...they were there threw out the period of my warranty ! The so called 'repaired' AC system was not USED after Synergistic's incomplete repair until I returned to the home in early ***( AC not needed in an unoccupied house OR in the winter) After speaking to several other AC service people I have learned it can take weeks for newly replaced refrigerant to leak out AGAIN if there are other undiscovered 'slow' leaks and these additional leaks do not SHimmediately ;perhaps this is why Synergistic thought it was repairedThis is why DCS ran a day pressurized test of ALL components and finally discovered the additional leaks as I have stated several times !Synergistic did not do this type of testing and even tried to tell DCS it wasn't necessary when I had the technicians speak to each other ! In [redacted] when I next needed the AC the system it was totally empty of refrigerant AGAIN; PROOF the system was never completely repaired:fixing one leak when there are others DOES NOT FIX the systemThe additional leaks were finally discovered when I employed DCS to do the day pressure test of ALL components discovering one in the horizontal coil and another in the line setObviously this is why the stem failed times while under Warranty !

Initial Business Response / [redacted] (1000, 5, 2014/08/11) */ Ms [redacted] Revdex.com Re: Plan # XXXXXXXX Dear Ms [redacted] , Regarding the service request for the water heater; on behalf of Old Republic Home Protection (ORHP) and its employees, please extend our sincere apologies for the circumstances outlined in Mr***'s letter ORHP, like other home warranty companies, uses Independent Network Service Providers to service our Plan HoldersAlthough efforts are made to dispatch qualified Service Providers that can provide quality service, occasionally circumstances occur that are unacceptable to ORHP and our Plan Holder I assure you, ORHP employees value the trust each of our Plan Holders place in us to resolve their service request in a timely and professional manner and when this does not occur, steps are taken to review what went wrong and implement improvement Based on the information Mr [redacted] provided, I have taken personal responsibility to address the issues outlined with the Service Provider and individuals involved, ensuring they understand the result of their actions and comments I have spoken with Mr***, and his service request has been re-dispatched to All Express Plumbing, and they will contact Mr [redacted] to schedule a convenient appointment 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, 2014/08/13) */ (The consumer indicated he/she ACCEPTED the response from the business.) mR [redacted] PERSONALLY CALLED ME WITH AN APPOLOGY AND WE SET A POSITIVE COURSE OF ACTION TO GET THINGS DONEYOU CANT EXPECT ANYMORE FROM A COMPANYTHEY STEPPED UP TO THE PLATE AND TOOK CARE OF BUSINESSsAYS A LOT ABOUT THE COMPANYOLD REPUBLIC WAS SELECTED BECAUSE OF THEIR INTEGRITY AND THIS PROVED ITi COULD NOT BE MORE SATISFIED [redacted] ***