Old Republic Home Protection Company

We recently purchased a home with AC units One of the units were not installed properly, this was not known until after purchase (yes we had an inspector) We were having issues, called old Republic Someone came out, said it's the thermostat, changed it Same problem He came back, and found a list of issues that needed fixing An Old Republic rep called and cheerfully said "we not able to warranty any your hvac systems until that's fixed, so you call us for that." We had some debate with why it's not covered and no one has a clear answer, lots of backtracking and circles (from reps to supervisor)We got a second opinion, we some differences of opinion, I notified them if this, and it has been over a month and we still have no answers Voicemail after voicemail with terrible follow upI emailed again for the 3rd time tonight 9/8/16, and now we wait

Initial Business Response / [redacted] (1000, 5, 2016/01/18) */ Ms. [redacted] BBB RE: Plan # [redacted] 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 Ms. [redacted] 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 Ms. [redacted] provided, I have taken personal responsibility to address the issues outlined with the Service Providers and individuals involved, ensuring they understand the result of their actions and comments. According to the file, my associate, 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 advise her to contact Ms. [redacted] at [redacted] Ext. [redacted] for assistance. ORHP appreciates Ms. [redacted] taking the time to provide her opinion and perspective of her service experience, which in turn, provides ORHP the opportunity to improve the service we provide to our customers. Best regards, [redacted] Plan Compliance Manager Old Republic Home Protection Initial Consumer Rebuttal / [redacted] (3000, 7, 2016/01/21) */ (The consumer indicated he/she DID NOT accept the response from the business.) The business did nothing to resolve the issue and had the same response as when I filed the complaint. This company has numerous complaints! I have now been without an over longer than a month! Final Business Response / [redacted] (4000, 9, 2016/01/25) */ Dear Ms. [redacted] , Please extend our apologies for the delay obtaining the repair parts for Ms. [redacted] oven. Although efforts are made to obtain parts from the independent suppliers, occasionally delays occur that we have no control over, and that are unacceptable to Old Republic Home Protection and our Plan Holder. According to the file, my associate, Ms. [redacted] , is following to ensure the service is completed as quickly as possible once the parts are available to the Service Provider. If Ms. [redacted] has any questions, please advise her to contact Ms. [redacted] at [redacted] Ext. [redacted] for assistance. Sincerely, [redacted] Plan Compliance Manager Old Republic Home Protection

Initial Business Response / [redacted] (1000, 6, 2015/09/17) */ Ms [redacted] Revdex.com Re: Plan XXXXXXXX Dear Ms [redacted] , Regarding the brand name of the air conditioning equipment Old Republic Home Protection attempted to install for Ms [redacted] ; I have reviewed the file which indicates that the equipment brand name is ***, and it is manufactured by CarrierI have also confirmed that equipment being installed is in accordance with the terms of coverage Please refer to page of the Plan that states: "This Plan does not cover: Matching 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, Mr [redacted] , Call Center Manager, has spoken with Ms [redacted] and she agreed to accept $2,as cash settlement in lieu the replacement of the air conditioner If Ms [redacted] has any further questions, please advise her to contact Mr [redacted] at XXX-XXX-XXXX Ext [redacted] for assistance Sincerely, [redacted] Plan Compliance Manager Old Republic Home Protection Initial Consumer Rebuttal / [redacted] (3000, 8, 2015/09/25) */ (The consumer indicated he/she DID NOT accept the response from the business.) Old Republic Warrantee is suppose to provide a service to home owners to help when something goes wrong with working parts of a homeInstead, they cause the homeowner more stress by using cheap products with matching specs that do not have same warrantee match or quality! They tried to do this with us now timesFirst was a garbage disposal now the AC unit on our home$doesn't touch the quality of a Carrier unit as they originally stated they would installThey checked on the price of the Carrier unit that was comparable to the [redacted] they tried to install and came back and said they couldn't do it because the cost was too highCarrier only distributes ***, they do not make ***! The fact they couldn't make the deal happen tells the storyWe waited days on their promise that they were going to install a Carrier unitOnce we rejected the unit, it took more days of fighting with ORHP before coming to a $settlement, only $more than their original offer due to the misunderstandingThen they informed us they cut checks on Wednesdays and it was late Wednesday when we reached a settlement amount which for the record didn't cover half the installed cost of a decent unit in Arizona! The cheapest price for a middle of the road brand was $installed with a crane! So now we have paid a $service call times while they slapped bandaids on our AC unit all the while knowing a year old AC unit needed replaced along with the addition of $for a unit to be installedNow comes the best part, the supervisor/ Mr [redacted] promised the check would be expedited/overnighted and in our hands no later than the 25thWe scheduled our new AC to be installed that day, counting on his word! I called the Tuesday before to confirm it would be overnightedThe customer service dept confirmed the notes were in the system for the accounting dept to expedite! I thought we were goodI call today (25th) to get tracking number, and found out they dropped the check in the mail! Now we have been out of air since the end of August, it has been a month in Arizona with temperatures over degrees and my husband at home with a heart condition during this entire timeWe already were in a financial bind due to his health issues and him not working since AprilWe are an average working family and when one of the incomes goes away, we count on the protections we put in placeYou can not count on ORHP! When I completely broke down and called Mr [redacted] , he apologized and agreed that the system failed and offered to pay any out of pocket we should incur due to the cash price we were quoted vsthe credit price we now have to payNice gesture, but didn't really ease the stress that took place between us, ORHP and different AC companies just trying to take care of their customers and make some money! At this point, there is no response from ORHP that will change the fact we endured a month of degree weather in our home, broken promises from ORHP and the worst case of customer service I have ever dealt with in my life! I want this dispute to reflect unresolved because of the broken promises and poor customer serviceThe only thing ORHP offered was any out of pocket we might face should we have to pay a cash vscredit price with ac company that is on my roof as I speak installing our new unit not knowing I don't have the cash to pay them in my handsEven Mr, [redacted] was speechless and apologetic the way this all went down Final Business Response / [redacted] (4000, 10, 2015/09/28) */ Dear Ms [redacted] , Regarding the service request for the air conditioner and the delay issuing the cash settlement check; on behalf of Old Republic Home Protection (ORHP) and its employees, please extend our sincere apologies for the circumstances outlined in Mrs [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 Mrs [redacted] provided, I have taken personal responsibility to address the issues outlined with the individuals involved, ensuring they understand the result of their actions and comments 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] Plan Compliance Manager Old Republic Home Protection

This company is terrible!!! I called, and called and called only to be disrespected and they never resolved the leak in my master bath room shower. I would get different information each time I called, they could never give me a straight answer and I actually felt like they tried to "fast talk" me off the phone so they wouldn't have to pay for my leaking shower. I would never renew my warranty with this company. STAY AWAY FROM THEM!!!

Initial Business Response / [redacted] (1000, 5, 2014/06/26) */ 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 with the Independent Network Service Provider that the air conditioner was repaired on June 24th, 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 Initial Consumer Rebuttal / [redacted] (3000, 7, 2014/06/30) */ (The consumer indicated he/she DID NOT accept the response from the business.) I have a problem accepting the response given by Old Republic as it runs contrary to their service ethics This case was opened on June 2nd and was closed on June 24th, this was not handled fast or efficientlyAfter the first Service Providers (Centco) installed the fan motor incorrectly (according to the second service provider ( [redacted] A/C)), I requested the second provider finish the work as the first made numerous mistakes and didn't show up for two appointmentsThis request was rebuffed, as it was "company policy" to have the first provider complete the workI received many excuses as to why there were multiple delays in repairing my a/c unitDuring this time, temperature in my home reached upwards of 85-degrees FahrenheitI was not offered a hotel room or any compensation (a portable a/c unit) to help me cope with the heat during my waitI am a recent heart patient who doesn't need to be in the heat or humidity, as I've told your customer service representatives numerous timesI do realize that Old Republic has little control over their independent network service providers work, but they are the one's that choose their providersThat being said, had I the opportunity to choose a different provider than Centco A/C services I would have after their first visitI understand that ORHP wasn't responsible for the unit housed in my garage needing to be replaced as it was in working shapeBut, I do believe that since the need for this equipment to be replaced falls on Centco A/C and by proxy ORHP for installing the fan motor incorrectly, I should be compensated a portion of the $cost of replacing the unit Sincerely, [redacted] B [redacted] Final Business Response / [redacted] (4000, 9, 2014/07/03) */ Ms [redacted] , As related in our original response, we apologize for the circumstances that occurred as the result of the Independent Network Service ProviderIn addition, please advise Mr [redacted] I have waived the $Trade Call fee as a result of the delays completing service ORHP values Mr [redacted] as a customer and we hope to have the opportunity to provide the service he warts and deserves, during the remainder of his Plan term Sincerely, [redacted] Claims Manager Old Republic Home Protection

They hire incompetent service people1 you are better off just getting it repaired on your own. I am also disturbed that BBB gives it an A+ rating despite numerous complaints. The HVAC that they sent out had an A rating despite having 5 complaints issued in a years time. What does it take to lower your rating??

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 air conditioner equipment; 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 that indicates on August 8th, 2014, my associate MrRodas, spoke with Ms [redacted] and agreed to dispatch a different Independent Network Service Provider (RAS) to diagnose the air conditioner 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, 2014/07/10) */ Ms [redacted] Revdex.com Re: Plan # XXXXXXXX Dear Ms [redacted] , Regarding the service request for the air conditioner; on behalf of Old Republic Home Protection (ORHP) and its employees, please extend our sincere apologies for the circumstances outlined in Mr***'s letter 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 ORHP has agreed as a goodwill gesture to waive the Trade Call Fee, and dispatch an Independent Network Service Provider to diagnose his air conditioner 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, 2014/07/11) */ (The consumer indicated he/she ACCEPTED the response from the business.) I recieved a call from Mr [redacted] and he appologized for and took responsibility for the issue at handI regret deeply that this issue had to go the route it did to be rectified, but I am pleased with the response

Initial Business Response / [redacted] (1000, 5, 2014/06/03) */ 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***'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 Mr***'s file, my associate, Mr [redacted] is following up on this service request, and he has left a message for Mr [redacted] to discuss a resolutionPlease inform Mr [redacted] to contact Mr [redacted] at XXX-XXX-XXXX ext [redacted] for assistance ORHP appreciates Mr [redacted] taking the time to provide his opinion and perspective of his service experience, which in turn, provides ORHP the opportunity to improve the service we provide to our customers Best regards, [redacted] Claims Manager Old Republic Home Protection

I filed a repair request for my ice maker and the request is being served for last 3 months with no result. Upon contacting customer service, they are telling it is as expected and it may take 3-4 more months based on the problem. It is just frustrating to keep going back and forth for the same issue with no resolution and no support from customer service. When I said this service is unacceptable and I should move to another warranty company, they welcomed my thought and said it will be another process. It seems they are so arrogant and do not even need business. It seems they are just passing time with repeat attempts for repair to reach end of service time to demand more money or deny service.

[redacted] Revdex.com 0in 10pt">RE: Plan # [redacted] Dear [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 [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 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 I have reviewed the file that indicates my associate, [redacted] , has spoken with [redacted] ***, and will follow up to resolve her service requestIf [redacted] has any questions, please advise her to contact [redacted] at [redacted] for assistance ORHP appreciates [redacted] taking the time to provide her opinion and perspective of her service experience, which in turn, provides ORHP the opportunity to improve the service we provide to our customers Best regards, [redacted] Plan Compliance Manager Old Republic Home Protection

Initial Business Response / [redacted] (1000, 5, 2016/03/23) */ Ms [redacted] Revdex.com Re: Plan XXXXXXXX Dear Ms [redacted] , Regarding the service request for the garage door opener; I have reviewed the file that indicates the technician from A-Door Service diagnosed the limit switch for the garage door opener failed and required replacementIn addition, the garage door springs and rollers failed and must be replacedSince the Plan includes coverage for garage door springs under the Ultimate Protection optional coverage, Old Republic Home Protection (ORHP) authorized the replacement of the springs, and the replacement of the limit switch for the garage door openerCoverage for garage door rollers are not listed as a covered item in the Plan Please extend our sincere apologies to Mr [redacted] that the terms and conditions of the Plan do not provide coverage for garage door rollersWhile 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 According to the file, on March 22, 2016, my associate, Ms [redacted] spoke with Mr [redacted] and provided him the option of A-Door Service completing the covered repair, or a settlement of $180, which represents our cost to complete the repairMr [redacted] advised her that he would call her back with a decisionPlease advise Mr [redacted] to contact Ms [redacted] at XXX-XXX-XXXX Extat his earliest convenience, and she will provide assistance to resolve the service request in a timely manner Sincerely, [redacted] Plan Compliance Manager Old Republic Home Protection Initial Consumer Rebuttal / [redacted] (3000, 7, 2016/03/24) */ (The consumer indicated he/she DID NOT accept the response from the business.) Before I set up the appointment with a I called old republic to check on coverage and was told both spring band rollers were covered so I set the appointment and paided dollars since I was told it would be covered she did offer the But I paid the deductible so I would get idollars towards the cost of about a dollar jobI was lied to about the time frames when a contacted them and told me they were coming out to replace both items after several calls they were caught in several lies I understand if things were not in a contract but when you call and ask if covered before any appointments are set up and deductibles are paid they should cover what they said and the lady was very clear both items were covered this is not accectable Final Business Response / [redacted] (4000, 15, 2016/03/29) */ Dear Ms [redacted] , As previously referenced, the garage door rollers are not included with the Plan coveragePlease advise Mr [redacted] to let me know if he wishes to pay for the replacement of the garage door rollers, and ORHP will cover the garage door springs and garage door opener limit switch, or if he wishes to cancel the service request, as a gesture of goodwill I will refund his $Trade Call Fee Sincerely, [redacted] Plan Compliance Manager Final Consumer Response / [redacted] (4200, 19, 2016/03/31) */ (The consumer indicated he/she DID NOT accept the response from the business.) I do believe these calls are recorded please ask to hear them when I called and requested service this was ask if covered and I was told yes before I paid the $this will end where the confusion came inThis has gone on way too long I need this fixed asap

Initial Business Response / [redacted] (1000, 5, 2014/03/13) */ Ms [redacted] Revdex.com Re: Plan # XXXXXXXX Dear Ms [redacted] , In regard to the non-covered costs for the replacement of Mr [redacted] 's air conditioner; I have reviewed the file that indicates the independent network Service Provider diagnosed the air handler (indoor unit) failed as a result of use and requires replacement The replacement of the air handler is covered by the terms and conditions of the PlanHowever, a Florida State Mandate requires existing equipment (in this case, the outdoor condenser) be matched in efficiency to the new replacement equipment (the air handler) The State of Florida enacted a mandate effective March 31, that requires new air conditioner installations be matched in efficiency unless the equipment being installed is approved by AHRI standards of compatibility or the manufacturer will provide a letter ensuring the compatibility of the new air handler with the existing condenser Our Purchasing Department was unable to locate a replacement air handler that meets either of these requirementsAs a result, the condenser must be replaced in order to comply with the State of Florida requirements Please refer to General Exclusions that states: "BExcept where noted, we do not pay for upgrades; components; or equipment required due to the incompatibility of the existing equipment with the replacement system; appliance; or component; or with new types of chemicals or material utilized to operate the replacement equipmentThis includes without limitation, differences in technology; refrigerant requirements; or efficiency as mandated by federal, state or local governmentsIf upgrades are required, we cannot perform service until you complete corrective workIf additional costs are incurred in order to comply with regulations, we will not be responsible for the added expense..." In addition, there are other non-covered costs required for the replacement of the air handlerThe following is a breakdown of all the non-covered costs required for the replacement of the air conditioner: $ Float switches $ Armor flex $ Secondary drain pan $ Heat shield $ Hanging kit $ Disposal $ Plenum Modifications $ Electrical modifications $ Permit fee $ Line flush $1,Total non-covered costs for air handler $2,Replacement of the condenser due to AHRI Mandate $3,Total non-covered costs Please also refer to Limits of Liability that states: Permits and Other Fees: AYou may be responsible for the payment of additional fees not covered according to the terms and conditions of the PlanThese fees may include, but are not limited to: The cost of permits[redacted] The cost to haul away systems or appliances that have been replaced under the terms of coverage[redacted] The cost of construction, carpentry or other modifications made necessary by existing or installing different equipment[redacted] While 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 industryPlease extend our sincere apologies to Mr [redacted] that the terms and conditions of the Plan did not cover all costs in this situation ORHP values Mr [redacted] as a customer, and we hope he continues to realize the value of the Plan, and the many benefits it provides If Mr [redacted] has any additional 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, 11, 2014/04/03) */ Good Afternoon ***, Since I have not heard back from you or your office relative to the referenced case, I am forwarding my March 21, reply again Please adviseThank you! On Friday, March 21, 2:PM, [redacted] I wrote: Good afternoon ***, In reviewing documents concerning the referenced company, their business requirements, and practices in Florida, I have come across a Florida Statute that relates both to the essence of my complaint and the apparent failure of Old Republic Home Protection to comply with an applicable Florida Statute Based on Old Republic Home Protection failing to abide by the terms of the agreement as I interpret them, and the Florida Statute dictating the method by which a home warranty company may limit exposure, it remains inappropriate for me to accept the reply Old Republic Home Protection has provided your office I would appreciate a suggestion which offers a resolutionFor your review, I am providing the Florida Statute to which I make reference Thank you for your assistance and I look forward to hearing from you FL Statute (4)All home warranty contracts must disclose any exclusions, restrictions, or limitations on the benefits offered or the coverage provided by the home warranty contract in boldfaced type, and must contain, in boldfaced type, a statement on the front page of the contract substantially similar to the following: "Certain items and events are not covered by this contractPlease refer to the exclusions listed on page of this document."

Initial Business Response / [redacted] (1000, 5, 2015/08/07) */ Ms [redacted] Revdex.com RE: Plan # XXXXXXXX Dear Ms [redacted] , Regarding the service request for the range; on behalf of Old Republic Home Protection (ORHP) and its employees, please extend our sincere apologies for the circumstances outlined in Ms [redacted] 's letter I assure you, ORHP employees value the trust each of our Plan Holders place in us to resolve their service request in a timely and professional manner and when this does not occur, steps are taken to review what went wrong and implement improvement According to the file, on August 5, 2015, my associate, Ms***, spoke with Ms [redacted] and agreed to dispatch a different Independent Network Service Provider to diagnose the rangeThe file has been assigned to my associate, Ms [redacted] , and she will follow up to ensure the service request is resolved in a timely manner If Ms [redacted] has any questions, please advise her to contact Ms [redacted] at XXX-XXX-XXXX ext [redacted] for assistance ORHP appreciates Ms [redacted] taking the time to provide her opinion and perspective of her service experience, which in turn, provides ORHP the opportunity to improve the service we provide to our customers Best regards, [redacted] Claims Manager Old Republic Home Protection Initial Consumer Rebuttal / [redacted] (2000, 7, 2015/08/20) */ (The consumer indicated he/she ACCEPTED the response from the business.) I appreciate the service I received from Ms***Prior to that, the customer service reps were rude, including the supervisor I spoke withMs [redacted] was very helpfulAs a result of the initial poor service I received from customer care, there was a significant delay for the repair, however I am pleased with the service I received from Ms [redacted] and I am glad we could get it resolvedThank you Revdex.com for all of your help

Initial Business Response / [redacted] (1000, 5, 2014/08/18) */ Ms [redacted] Revdex.com Re: Plan XXXXXXXX Dear Ms [redacted] , Regarding the service request for a water leak; on behalf of Old Republic Home Protection (ORHP) and its employees, please extend our sincere apologies for the circumstances outlined in Mr***' 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 According to the file, J & S Mechanical Contractors diagnosed that the cause of the leak was the tub spout diverter in the guest bathroom Please refer to page of the Plan under Plumbing Coverage that states: "Not Covered: tub spout or tub spout diverter " With regard to the secondary water damage; please refer to page of the Plan titled Limitations of Liability 4.Dthat states: "We do not pay, nor are we liable, for secondary or consequential loss or damage; personal or property loss or damage; or bodily injury of any kind." We apologize 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 As for mailing the Plan to Mr***; I reviewed the file that indicates a copy of the Declaration sheet and Plan was mailed to Mr [redacted] on July 22nd, to his home addressI have also confirmed another copy of the Plan was requested on August 13th, 2014, and will be mailed to him within the next ten business days 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 Consumer Rebuttal / [redacted] (3000, 7, 2014/08/19) */ (The consumer indicated he/she DID NOT accept the response from the business.) In a conversation that started at 4:PM ET on 8/18/14, Mr [redacted] indicated that they would be refunding the trade cost as well as the full premium amount with the cancellation of the policyThis was verbally by phone after speaking with a verbally abusive and condescending Authorizations Supervisor by the name of Chris in response to my Revdex.com complaint which started at 12:PM ET on the same date [redacted] stated that the trade fee was Mr [redacted] 's only initially concession, but upon talking to Mr [redacted] he distanced himself from any personal responsibility as indicated hereinI can provide a recording of that conversation as I advised Mr [redacted] that the call was being recorded During the four hours before asking [redacted] to speak with Mr [redacted] and my call being returned, I had left messages for various management individuals at the company, including the COO and PresidentUpon mentioning this to Mr [redacted] halfway through the call, he quickly stated that he was also calling back on their behalf, only after I had mentioned their names I want Mr [redacted] to honor what was promised verbally, which I have recorded, and also acknowledge that the form letter response provided is not an accurate depiction of the events as they unfolded with his companyI was disrespected in the initial call back Further the issues stemmed from other verbal assurances in absence of a paper copy of the warranty, which I did receive the copy of that I had to request, yesterdayIt is also interesting to note that Mr [redacted] is able to determine dates when the original policy was mailed out when the agent I spoke with had no reference of that as well as record of when I requested it personally although their systems do not show who I spoke with Based on the denial of a conversation that happened, I believe Mr [redacted] and his company must also honor the statements of their employees and repair the items, including secondary damage, as discussed as this coupled with my recording proves a pattern of promising customers one thing and turning around and denying that conversation every occurred Mr [redacted] 's direction to contact them by phone intrigues me as the Authorization Supervisor referenced earlier also directed me that ORHP wanted any further communication to come through the Revdex.com as they were not going to discuss the matter any furtherThis is yet another instance where one thing is said, but another is carried out Final Consumer Response / [redacted] (4200, 11, 2014/08/22) */ (The consumer indicated he/she DID NOT accept the response from the business.) Mr [redacted] acknowledged the refunds, but failed to provide any background on the differences between his original statement and the admission that they are providing the stated refunds This problem is what led to the complaint, when caught in a lie or contradiction, unless there is a recording of the conversation or definite proof, ORHP denies any wrong doing I am requesting that they review all recordings for any of the conversations in question in addition to fully answering the points in the last rebuttal which are unanswered Further they are again stating I can contact them via phone without resolving the fact that one of their supervisors stated specifically that Mr [redacted] 's instructions were to go through the Revdex.com with any further questions and that they would not answer them Final Business Response / [redacted] (4000, 15, 2014/09/03) */ Ms [redacted] , Regarding Mr [redacted] request for a review of telephone conversations; calls are randomly monitored for quality assurance purposes only, and are retained for approximately daysThere are no records of telephone calls with Mr [redacted] being recorded With regard to the refund of the Trade call fee; I have confirmed the check was mailed to Mr [redacted] on August 27th, 2014; check number XXXXXX As mentioned in previous responses; we sincerely apologize if there was a miscommunication of coverage, and that Mr [redacted] was under the impression coverage would apply for his service request Sincerely, [redacted] Claims Manager Old Republic Home Protection

Initial Business Response / [redacted] (1000, 5, 2015/12/03) */ Plan XXXXXXXX Dear Ms. [redacted] , We understand that Ms. [redacted] is dissatisfied with our decision to not renew her Plan. In reviewing the coverage we've offered over the last year, we received $600 for the Plan fee, and paid out... almost $1,700 in service cost, for a loss ratio in excess of 200%. For that reason, we have made the decision to not offer renewal. We apologize for any inconvenience this [redacted] cause Ms. ***. In the event Ms. [redacted] wishes to maintain her home warranty coverage, she [redacted] wish to contact another Home Warranty Company to obtain coverage. We recommend visiting the National Home Service Contract Association website at homeservicecontract.org for a list of reputable companies. We do not suggest companies that sell home warranties strictly over the Internet, as many are not properly licensed and/or regulated as required. Please be aware that we suggest that she renews with another company prior to her Old Republic Home Protection Plan expiration to reduce the potential of an increased rate or a lapse in coverage. While our goal as an organization is to serve others with a "People Helping People" philosophy, we hope Ms. [redacted] can understand our position, and am sincerely sorry that we cannot offer a renewal for this home going forward. Sincerely, [redacted] Plan Compliance Manager Old Republic Home Protection Initial Consumer Rebuttal / [redacted] (3000, 7, 2015/12/04) */ (The consumer indicated he/she DID NOT accept the response from the business.) I still think that Old Republic has bad customer service. Yes, I received a letter from Old Republic, but there was no explanation why my plan was not eligible for the renewal. I talked to the representative on the phone and I still was not provided the explanation about the reason. Why do I have to contact BBB to know the reason?? People buy Home Warranty plans to use the plan when needed. He said that "In reviewing the coverage we've offered over the last year, we received $600 for the Plan fee, and paid out almost $1,700 in service cost, for a loss ratio in excess of 200%" When the plan was purchased I was not informed about any limitations that he is talking about above. [redacted] Final Business Response / [redacted] (4000, 9, 2015/12/07) */ Dear Ms. [redacted] , Please extend our apologies to Ms. [redacted] that we are unable to renew her Plan at this time, as outlined in the letter mailed to her. Sincerely, [redacted] Plan Compliance Manager Old Republic Home Protection

Ms [redacted] Revdex.comRe: Plan [redacted] Dear Ms [redacted] ,Regarding the service request for the dishwasher, and Ms [redacted] request to cancel her Plan; I have reviewed the file that indicates the Plan became effective for Ms [redacted] on March 15, 2016, and on March 23, 2016, she contacted Old Republic Home Protection (ORHP) to place a service request for her dishwasherMs [redacted] advised us that the dishwasher was leaking water, and had never operated properly for her after the effective date of the PlanPlease refer to page of the Plan that states:"We will provide service for covered systems or appliances which malfunction, and arereported, during the term of the Plan that:B) Were correctly installed and working properly on the effective date of the Plan, andC) Have become inoperable due to wear and use (including rust, corrosion, andchemical or sediment build-up), after the effective date of coveragePre-existingconditions are not covered."Please extend our apologies to Ms [redacted] that the terms and conditions of the Plan do not provide coverage in this situationWhile the intent of 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.ORHP values Ms [redacted] as a customer, and we hope that she will realize the value of the Plan and the many benefits it providesIf she still wishes to cancel her Plan, please advise her to mail us a written request to the address below, fax the request to [redacted] , or email the request to [redacted] , and the Plan will be cancelled in accordance with the terms and conditions of the Plan [redacted] ***Sincerely, [redacted] Plan Compliance ManagerOld Republic Home Protection

I would NOT recommend this Warranty business to any one I called to find out because need service on pool, well it didn't cover underground pools, so i'm SOL with that I called to do electrical work, apparently the type of work I needed didn't cover, then I called for my heater and apparently what it needed wasn't covered They are out to only get your money and screw everyone else on the warranty PLEASE PLEASE DO NOT PURCHASE Make sure you find another warranty place that WILL help you

Initial Business Response / [redacted] (1000, 5, 2015/04/28) */ 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***'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 Please advise Ms [redacted] to forward me a legible copy of the repair invoice from her Out-Of-Network Contractor for my review to: Old Republic Home Protection P.OBox San Ramon, CA XXXXX Attention: [redacted] ORHP appreciates Ms [redacted] taking the time to provide her opinion and perspective of her service experience, which in turn, provides ORHP the opportunity to improve the service we provide to our customers Best regards, [redacted] Claims Manager Old Republic Home Protection Initial Consumer Rebuttal / [redacted] (2000, 7, 2015/05/06) */ (The consumer indicated he/she ACCEPTED the response from the business.) [redacted] , I greatly appreciate your quick and kind responseI have mailed the invoice along with this complaint and other supporting documentsI hope this gets to you quickly for you review Thank you, [redacted] ***

I had to use them twice in the time I had a planThe first time was okayThe second time I called after a long wait on hold they made a ticket for a repair and I never got a call back or got the problem fixI would strongly advise people not to use this service