Old Republic Home Protection Company

Initial Business Response / [redacted] (1000, 5, 2014/08/08) */ Ms [redacted] Revdex.com Re: Plan # XXXXXXXX Dear Ms [redacted] , Regarding the service request for the pipe leak; 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 With regard to the repair of the drywall by Cahaba Contractors; a rough finish condition to the drywall consists of installing new drywall, taping the edges, and applying one coat of drywall mudThe tape around the seams will still be exposed until the final coating of mud, texture, and paint is applied to the repair Please refer to page of the Plan titled Limitations of Liability that states: Access: "AWhen covered heating and plumbing service is performed, access will be provided through unobstructed walls, ceilings and floors onlyIn that case, we will return access opening to a rough finish condition (concrete, mud, wire, drywall and tape)." As for Ms [redacted] 's request for a refund of the Trade Call Fee; I have reviewed the file and as a result of the circumstances that occurred, ORHP has agreed as a matter of goodwill, to honor Ms [redacted] 's request, and refund the $Trade Call Fee; a check will be mailed 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 Consumer Rebuttal / [redacted] (2000, 8, 2014/08/12) */ my complaint has been resolved

Initial Business Response / [redacted] (1000, 6, 2014/04/03) */ Ms [redacted] Revdex.com RE: Plan # XXXXXXXX Dear Ms [redacted] , Regarding the service request for the water leak; on behalf of Old Republic Home Protection (ORHP) and its employees, please extend our sincere apologies for the circumstances outlined in Ms [redacted] 's letter ORHP, like other home warranty companies, uses independent network Service Providers to service our Plan HoldersAlthough efforts are made to dispatch qualified Service Providers that can provide quality service, occasionally circumstances occur that are unacceptable to ORHP and our Plan Holder I assure you, ORHP employees value the trust each of our Plan Holders place in us to resolve their service request in a timely and professional manner and when this does not occur, steps are taken to review what went wrong and implement improvement Based on the information you provided, I have taken personal responsibility to address the issues outlined with the Service Providers and individuals involved, ensuring they understand the result of their actions and comments Please inform Ms [redacted] that ORHP has agreed to honor her request, and as a matter of goodwill, the Trade Call Fee has been waived 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 regard, [redacted] Claims Manager Old Republic Home Protection Initial Consumer Rebuttal / [redacted] (2000, 8, 2014/04/06) */ (The consumer indicated he/she ACCEPTED the response from the business.) Thank you Mr [redacted] for your prompt response and bringing this matter to a resolution Thank you Revdex.com! Best regards, [redacted]

This has been the worst company I have ever done business with They are unprofessional, talk down to their clients, deny claims for unfounded reasons, and refuse to provide any documentation to prove what they say Tina in their authorizations department told me to get a court order when I asked for notes on my claim I have been fighting with this company since January and they broke their obligations of my contract by making up unrelated excuses for denying my repair But of course, good luck asking to cancel your contract when they breech their obligations They have every excuse in the book ready to throw at you and they don't back down Save your money and hire qualified technicians Do not invest in their bait-and-switch tactics

[redacted] Revdex.comRE: [redacted] Dear [redacted] , Regarding the service request for the toilet; 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 HolderI assure you, ORHP employees value the trust each of our Plan Holders place in us to resolve their service request in a timely and professional manner and when this does not occur, steps are taken to review what went wrong and implement improvement.After my review of the file, I spoke with [redacted] and he has agreed to accept the Plan limit of $toward the replacement of his toiletI have processed the check, and ** [redacted] should receive the check within daysIf ** [redacted] has any questions, please advise him to contact me at [redacted] ORHP appreciates ** [redacted] taking the time to provide his opinion and perspective of his service experience, which in turn, provides ORHP the opportunity to improve the service we provide to our customersBest regards, [redacted] Old Republic Home Protection

I, for the most part, have only had positive experiences with old republicOf course the quality of service can vary depending on the rep you get over the phone, but I more often than not will get someone niceMy most recent experience was with my AC unit not workingI had a techician there the following day and he reported back to old republic that it could not he fixed and needed to be replacedWithin days of INITIALLY contacting old republic about the AC, I had a new unit installedI had to pay some fees myself out of pocket, but it was pennies in comparison to what I would have paid had it all come out of pocketI am extremely pleased with their service and will renew when the time comes

Initial Business Response / [redacted] (1000, 5, 2016/01/27) */ Ms [redacted] Revdex.com Re: Plan [redacted] Dear Ms [redacted] , Regarding the alleged damage cause by the Independent Network Service Provider (INSP), [redacted] Plumbing; I have reviewed the file that indicates a claim was opened with their General Liability Insurance, and an adjuster was assigned to review the damage claim In order for a Service Provider to be in our Independent Service Provider Network, proof of General Liability Insurance (GLI) must be provided to Old Republic Home Protection, listing us as Additional InsuredIn the event allegations are made against an INSP for causing secondary or other damages during or after the performance of service, a claim must be filed with the appropriate GLI Company representing the Independent Network Service Provider, and settlement, if any, must be negotiated with them directly According to the file, the GLI carrier assigned the claim to [redacted] , and the claim number is [redacted] Please advise Mr [redacted] to follow up with Ms[redacted] at 831- [redacted] regarding the status of his claim If Mr [redacted] has any further questions, please advise him to contact Ms [redacted] , Call Center Supervisor, at 800- [redacted] Ext [redacted] for assistance Sincerely, [redacted] Plan Compliance Manager Old Republic Home Protection Initial Consumer Rebuttal / [redacted] (3000, 7, 2016/01/28) */ (The consumer indicated he/she DID NOT accept the response from the business.) Yes there was a claim opened upIt was for the missing items and damages caused at time of break inNot during time of repairWhen the hallway walls were damaged Final Business Response / [redacted] (4000, 9, 2016/01/29) */ Ms [redacted] , Please advise Mr [redacted] any claim for alleged damage caused during the repair, would also need to be filed with the same General Liability Insurance carrier for [redacted] PlumbingI suggest he discuss this with the adjuster and obtain the steps to open a separate claim for the alleged damage Sincerely, [redacted] Plan Compliance Manager

Initial Business Response / [redacted] (1000, 5, 2015/02/16) */ Ms. [redacted] BBB Re: Plan # XXXXXXXX Dear Ms. [redacted] , Regarding the service request for the heat pump; on behalf of Old Republic Home Protection (ORHP) and its employees, please extend our sincere apologies for the... circumstances outlined in Mr. [redacted] ' letter. I assure you, ORHP employees value the trust each of our Plan Holders place in us to resolve their service request in a timely and professional manner and when this does not occur, steps are taken to review what went wrong and implement improvement. I have reviewed the file and my associate, Mr. [redacted] has been assigned to follow up with Ms. [redacted] to ensure the service request is resolved in a timely manner. If Ms. [redacted] has any questions, please advise him to contact Mr. [redacted] at XXX-XXX-XXXX ext [redacted] for assistance. ORHP appreciates Ms. [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, 8, 2015/02/18) */ (The consumer indicated he/she ACCEPTED the response from the business.) They promised yesterday that they would put a new outside unit in in the next five days as long as they do I will be satisfied if not you will hear from me soon thanks

Initial Business Response / [redacted] (1000, 5, 2014/09/24) */ Ms. [redacted] BBB Re: Plan XXXXXXXX Regarding the repair of the stucco wall; I have reviewed the file and my associate, Mr. [redacted] (Call Center Supervisor), has been assigned to resolve this service request for Mr. [redacted] .... Please inform Mr. [redacted] 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, 2014/09/29) */ (The consumer indicated he/she DID NOT accept the response from the business.) I received a phone call f rom [redacted] he ask me to send to him proposal from [redacted] ($400.00) So I email to Mr. [redacted] proposal from [redacted] Next day I got phone call from [redacted] and he ask me if [redacted] can call him he would like to ask him few questions. Harvey [redacted] called to [redacted] FOUR times and so far no response ? Final Business Response / [redacted] (4000, 9, 2014/09/30) */ Dear Ms. [redacted] , I spoke with Mr. [redacted] and he has left a message for Mr. [redacted] and he ahs not heard from him. Please inform Mr. [redacted] to have Mr. [redacted] contact Mr. [redacted] so he can obtain the necessary information to resolve this service request. Sincerely, [redacted] Old Republic Home Protection Final Consumer Response / [redacted] (4200, 11, 2014/10/07) */ (The consumer indicated he/she DID NOT accept the response from the business.) I spoke with Mr. [redacted] last week Thr. he keep asking me for invoice,so I provided invoice and copy of the check($400.00) I paid to [redacted] Mr. [redacted] offered to me $250.00??? No wonder they can't find any one For this amount,so I ask Mr. [redacted] to reinburce me $400.00 for the job it was approved by Old Republic and again it was refused Best Regards, ***

Initial Business Response / [redacted] (1000, 5, 2014/09/24) */ Ms [redacted] Revdex.com Re: Plan XXXXXXXX Dear Ms [redacted] , Regarding the service request for the air conditioner; I have reviewed the file, and the service request has been assigned to my associate, MsBrown, to resolve for the Plan Holder Please inform Mr [redacted] to contact MsBrown at XXX-XXX-XXXX ext [redacted] for assistance Sincerely, [redacted] Claims Manager Old Republic Home Protection Initial Consumer Rebuttal / [redacted] (2000, 7, 2014/09/26) */ (The consumer indicated he/she ACCEPTED the response from the business.)

[redacted] Revdex.com size=3> RE: Plan # [redacted] Dear [redacted] , Regarding the service request for the refrigerator, and the delay obtaining repair parts; 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 and part suppliers to service our Plan HoldersAlthough efforts are made to dispatch qualified Service Providers and 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 I have spoken with [redacted] , and he agreed to accept a settlement of $1,in lieu of the repair of his refrigeratorI have processed the check, and he should receive it within days If [redacted] has any questions, please advise him to contact me 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, 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 Ms [redacted] 's letter ORHP, like other home warranty companies, uses Independent Network Service Providers to service our Plan HoldersAlthough efforts are made to dispatch qualified Service Providers that can provide quality service, occasionally circumstances occur that are unacceptable to ORHP and our Plan Holder I assure you, ORHP employees value the trust each of our Plan Holders place in us to resolve their service request in a timely and professional manner and when this does not occur, steps are taken to review what went wrong and implement improvement Based on the information you provided, I have taken personal responsibility to address the issues outlined with the Service Provider and individuals involved, ensuring they understand the result of their actions and comments According to the file, my associate, Ms [redacted] , has spoken with Ms [redacted] , and will follow up to ensure the service request is resolved in a timely manner If Ms [redacted] has any questions, please inform her to contact Ms [redacted] at XXX-XXX-XXXX ext [redacted] for assistance ORHP appreciates Ms [redacted] taking the time to provide her opinion and perspective of her service experience, which in turn, provides ORHP the opportunity to improve the service we provide to our customers Best regards, [redacted] Claims Manager Old Republic Home Protection Initial Consumer Rebuttal / [redacted] (2000, 7, 2014/06/30) */ (The consumer indicated he/she ACCEPTED the response from the business.) Old Republic is sending out a reputable company to finish the jobVery pleased how Ms [redacted] handled the situation and her customer service was excellent

Initial Business Response / [redacted] (1000, 5, 2014/07/30) */ 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 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] 's request for reimbursement for the repair of his air conditioner; I have reviewed the file, and based on the circumstances outlined, Old Republic Home Protection has agreed, strictly as a matter of goodwill, to reimburse him the $cost to repair his air conditioner, less the $Trade Call Fee Please advise Mr [redacted] the check will be processed and mailed to him within the next ten business days If Mr [redacted] has any questions, please inform him to contact us at XXX-XXX-XXXX for assistance ORHP appreciates Mr [redacted] taking the time to provide his opinion and perspective of his service experience, which in turn, provides ORHP the opportunity to improve the service we provide to our customers Sincerely, [redacted] Claims Manager Old Republic Home Protection Initial Consumer Rebuttal / [redacted] (2000, 7, 2014/08/04) */ (The consumer indicated he/she ACCEPTED the response from the business.) Thank you for your willingness to make this situation rightI think that is a very reasonable offer and I accept your response

Initial Business Response / [redacted] (1000, 5, 2014/03/24) */ Ms [redacted] Revdex.com Plan # XXXXXXXX Dear Ms [redacted] , Regarding the past due $Trade Call Fee, and Mr [redacted] request to waive the $collection fee; I have reviewed the file and Old Republic Home Protection will agree, strictly as a matter of goodwill, to waive the $collection feePlease inform Mr [redacted] to contact us at XXX-XXX-XXXX to pay the $Trade Call Fee Sincerely, [redacted] Claims Manager Old Republic Home Protection

Old Republic HP was called on an upstairs air conditioner not working in July We had or more service calls and changed service companies times without the issue being resolvedThe bedroom is upstairs, I worked nights [trying to sleep during day]We live in southern Texas and it was HOTThey worked by trial and error instead of knowing what the actual problem wasSome of the repairmen were unprofessional,rude, late for apptsor just didn't show upThey replaced batteries in the thermostat, added R-22, new MFD cap, tightened screws, a new condenser [outdated and we had to pay additional $out of pocket] and a new thermostatFinally in Nov we were told we needed a new air handlerWe were also told they couldn't place it back in the attic due to code specificationsWe would need to remodel a linen closet upstairs[their estimate $out of pocket or do it ourselves]ORHP needs to have better and more knowledgeable service companiesOur time and money was wastedThe company only has excusesI don't know how they have an A+ Revdex.com rating ! We took a cash out option and only received $back plus the $we had to pay out of pocket for the outdated condenserYou can only imagine what kind of system or service company that would buy! We bought a new system from a different company and they placed it in the attic meeting all code specifications and aboveI would never recomment ORHP

Initial Business Response / [redacted] (1000, 5, 2015/01/23) */ 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***'s letter ORHP, like other home warranty companies, uses Independent Network Service Providers to service our Plan HoldersAlthough efforts are made to dispatch qualified Service Providers that can provide quality service, occasionally circumstances occur that are unacceptable to ORHP and our Plan Holder I assure you, ORHP employees value the trust each of our Plan Holders place in us to resolve their service request in a timely and professional manner and when this does not occur, steps are taken to review what went wrong and implement improvement I have reviewed the file, and ORHP has dispatched a different Independent Network Service Provider, EMS Mechanical, to diagnose the heating system, and they will contact Ms [redacted] to schedule an appointmentIf Ms [redacted] wishes to contact them, they can be reached at XXX-XXX-XXXX ORHP appreciates Ms [redacted] taking the time to provide her opinion and perspective of her service experience, which in turn, provides ORHP the opportunity to improve the service we provide to our customers Best regards, [redacted] Claims Manager Old Republic Home Protection Initial Consumer Rebuttal / [redacted] (2000, 7, 2015/01/27) */ (The consumer indicated he/she ACCEPTED the response from the business.)

Initial Business Response / [redacted] (1000, 5, 2014/08/06) */ Ms [redacted] Revdex.com Re: Plan # XXXXXXXX Dear Ms [redacted] , Regarding the request for reimbursement from Mr [redacted] for the replacement of the blower in his furnace; I have reviewed the file and confirmed that Mr [redacted] did not place a service request for his furnace during the Plan term Please refer to page of the Plan titled When You Need Us that states: "For Service: Place service requests online at www.orhp.com or call us at X-XXX-XXX-XXXX We accept service requests hours a day, days a year We require you to contact us so we may have the opportunity to select a Service Provider We will not reimburse you for services performed without our prior authorization." 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 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] (2000, 7, 2014/08/07) */ (The consumer indicated he/she ACCEPTED the response from the business.) I am only reluctantly compelled to accept their legal gobbledygook legal wiggling roomThat is all

Initial Business Response / [redacted] (1000, 5, 2014/05/30) */ Ms [redacted] Revdex.com Re: Plan # XXXXXXXX Dear Ms [redacted] , Regarding the service request for the plumbing stoppage; on behalf of Old Republic Home Protection (ORHP) and its employees, please extend our sincere apologies for the circumstances outlined in Mr***'s letter I assure you, ORHP employees value the trust each of our Plan Holders place in us to resolve their service request in a timely and professional manner and when this does not occur, steps are taken to review what went wrong and implement improvement 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 values Mr [redacted] as a customer, and we want him to realize the value of the Plan and the many benefits it providesIf Mr [redacted] still wishes to cancel his Plan, please inform him to mail a written request to ORHP, or fax the request to XXX-XXX-XXXX, and the Plan will be cancelled in accordance with the terms and conditions of the Plan If Mr [redacted] has any questions, please advise him to contact us at XXX-XXX-XXXX for assistance Best regards, [redacted] Claims 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

Initial Business Response / [redacted] (1000, 5, 2014/06/18) */ 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***' 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 technician from JP Plumbing has scheduled an appointment with Mr [redacted] to install the correct water heater gas valve 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, 6, 2015/01/15) */ Ms [redacted] Revdex.com Re: Plan # XXXXXXXX Dear Ms [redacted] , Regarding the service request for the garage door opener; 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 ORHP values Ms [redacted] as a customer for the past four years, and we have agreed to honor Ms***'s request to refund the Trade Call FeeI have processed the check, and it will be mailed to Ms [redacted] within the next ten business days If Ms [redacted] has any questions, please inform her to contact me at XXX-XXX-XXXX ORHP appreciates Ms [redacted] taking the time to provide her opinion and perspective of her service experience, which in turn, provides ORHP the opportunity to improve the service we provide to our customers Best regards, [redacted] Claims Manager Old Republic Home Protection Initial Consumer Rebuttal / [redacted] (2000, 8, 2015/01/16) */ (The consumer indicated he/she ACCEPTED the response from the business.) Thank youI appreciate your attention to this matter and accept the resolution as outlined