Old Republic Home Protection Company

Initial Business Response / [redacted] (1000, 5, 2014/05/22) */ Ms [redacted] Revdex.com Re: Plan # XXXXXXXX Dear Ms [redacted] , Regarding the service request for the garbage disposal and plumbing leaks; on behalf of Old Republic Home Protection (ORHP) and its employees, please extend our sincere apologies for the circumstances outlined in Mr [redacted] 's letter ORHP, like other home warranty companies, uses independent network Service Providers to service our Plan HoldersAlthough efforts are made to dispatch qualified Service Providers that can provide quality service, occasionally circumstances occur that are unacceptable to ORHP and our Plan Holder I assure you, ORHP employees value the trust each of our Plan Holders place in us to resolve their service request in a timely and professional manner and when this does not occur, steps are taken to review what went wrong and implement improvement Based on the information you provided, I have taken personal responsibility to address the issues outlined with the Service Providers and individuals involved, ensuring they understand the result of their actions and comments According to the file, my associate, MsMurphy, has spoken with Mr [redacted] , and strictly as a matter of goodwill, she waived the $Trade Call Fee ORHP appreciates Mr [redacted] taking the time to provide his opinion and perspective of his service experience, which in turn, provides ORHP the opportunity to improve the service we provide to our customers Best regards, [redacted] Claims Manager Old Republic Home Protection

Initial Business Response / [redacted] (1000, 5, 2015/10/16) */ [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 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 I have reviewed the file and my associate, Ms [redacted] , has been assigned to resolve the service request, and will contact Ms [redacted] 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] Plan Compliance Manager Old Republic Home Protection Initial Consumer Rebuttal / [redacted] (3000, 7, 2015/10/21) */ Dear [redacted] First of all, thank you for your super quick attention to this matter We are not going to drop our complaint with Old RepublicWe have had technicians and visits, totaling at least hours of invested time in getting our unit repaired per our home owners warranty On Monday, I received a call from [redacted] at Old RepublicI believe she is in the authorization departmentHer number is XXX-XXX-XXXX Ext: [redacted] They scheduled another repair tech for last Monday with AT Appliance at XXX-XXX-XXXX to come to our home between and Yet, on this exact same day, they called and left a message saying the unit had non-warrantied damage and they were denying our claim It's odd that they would schedule another repair visit and deny our claim on THE SAME DAYThis tells me they have no idea what is wrong with the unit We have kept all our service repair notes and no one has said we have a crack in the interior lining of the doorThe unit is over ten years old and is simply worn outThis is covered per their policy I have looked up the cost of replacement: Kitchenaid-Superba Type 25CD, side by side, stainless steel with an ice makerReplacement through Best Buy would be $2, We would very much like to resolve this long standing issue and be done with all of these appointments that solve nothing We are respectfully asking for full replacement of cost or an offer very close to thatWe appreciate all their efforts and want to resolve this just as much as they do If Old Republic can suggest an amount that would substantially go towards the cost of a new refrigerator, we would be open to that All our records are at your disposal should you need to verify any of our statements Once again, thank you for your expertise in resolving this matter [redacted] and [redacted] XXX-XXX-XXXX Final Business Response / [redacted] (4000, 12, 2015/10/27) */ Dear Ms [redacted] , I reviewed the file and my associate, Ms [redacted] , spoke with Mrs [redacted] on October 16, 2015, and explained that our technicians believe the failure of the refrigerator is a crack in the refrigerator lining (which is not covered according to the terms and conditions of the Plan)If Ms [redacted] has additional information from an Out-Of-Network Contractor that she believes should be considered, she was advised to submit the information to Ms [redacted] for review If she has any questions, please advise her to contact Ms [redacted] at XXX-XXX-XXXX Ext*** Sincerely, [redacted] Plan Compliance Manager Old Republic Home Protection Final Consumer Response / [redacted] (4200, 16, 2015/10/28) */ (The consumer indicated he/she DID NOT accept the response from the business.) Not ONE of their technicians said our door had a failed inner liningNot one of them took our door apart to determine if that was the caseThey are making this claim to get out of fixing or replacing our refrigerate In order to resolve this dispute, we would like them to proceed with a cash-out resolutionThis is something they suggested to us on one of our many phone calls.A like replacement would cost us $2,We would be willing to settle for a buy out of $1,

Initial Business Response / [redacted] (1000, 5, 2015/06/19) */ Ms [redacted] Revdex.com Re: Plan XXXXXXXX Dear Ms [redacted] , Regarding the request for reimbursement for service completed to the air conditioner by an Out-Of-Network Contractor; please refer to page of the Plan that states: "We will not reimburse you for services performed without our prior authorization." In addition, the Plan expired on [redacted] 6, However, strictly as a matter of goodwill, Old Republic Home Protection agrees to review the diagnosis and invoicePlease advise Mr [redacted] to provide me a legible copy of the diagnosis and invoice for review, and I will contact him within five business days if the Plan will cover the repair Please advise him to forward the information to: Old Republic Home Protection P.OBox San Ramon, CA XXXXX Attn: [redacted] Sincerely, [redacted] Claims Manager Old Republic Home Protection

[redacted] Revdex.com si*e="3">RE: Plan # [redacted] Dear [redacted] , Regarding the service request for the combination microwave convection oven; on behalf of Old Republic Home Protection (ORHP) and its employees, please extend our sincere apologies for the circumstances outlined in [redacted] letter ORHP, like other home warranty companies, uses Independent Network Service Providers to service our Plan HoldersAlthough efforts are made to dispatch qualified Service Providers that can provide quality service, occasionally circumstances occur that are unacceptable to ORHP and our Plan Holder I assure you, ORHP employees value the trust each of our Plan Holders place in us to resolve their service request in a timely and professional manner and when this does not occur, steps are taken to review what went wrong and implement improvement According to the file, my associate, [redacted] ***, has been assigned to resolve the service request for [redacted] ***In view of the circumstances that have occurred with the network Service Providers, please advise [redacted] that ORHP authori*es him to obtain a diagnosis from an Out-Of-Network Contractor, and to submit their diagnosis to Ms [redacted] for review and to confirm Plan coverage, prior to initiating repair If [redacted] has any questions, please advise him to contact Ms [redacted] at [redacted] Ext*** ORHP appreciates [redacted] taking the time to provide his opinion and perspective of his service experience, which in turn, provides ORHP the opportunity to improve the service we provide to our customers Best regards, [redacted] Plan Compliance Manager Old Republic Home Protection

Initial Business Response / [redacted] (4000, 7, 2014/06/05) */ 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 it indicates ORHP has agreed, strictly as a matter of goodwill, to reimburse Mr [redacted] for the repair completed by his Independent Out-Of-Network Contractor If Mr [redacted] has any questions, please inform him to contact my associate, Ms***, at XXX-XXX-XXXX ext [redacted] for assistance ORHP appreciates Mr [redacted] taking the time to provide his opinion and perspective of his service experience, which in turn, provides ORHP the opportunity to improve the service we provide to our customers Best regards, [redacted] Claims Manager Old Republic Home Protection Initial Consumer Rebuttal / [redacted] (2000, 9, 2014/06/06) */ (The consumer indicated he/she ACCEPTED the response from the business.) Final Business Response / [redacted] (4000, 10, 2014/06/06) */ ***, Please close this out, the Plan Holder is being provided a reimbursement and has acknowledged that in the attachedThank you Best regards, [redacted] Final Consumer Response / [redacted] (2000, 12, 2014/06/09) */ (The consumer indicated he/she ACCEPTED the response from the business.)

Initial Business Response / [redacted] (1000, 5, 2014/06/05) */ Ms [redacted] Revdex.com Re: Plan # XXXXXXXX Dear Ms [redacted] , Regarding the denial of coverage for the master bathroom and guest bathroom toilets; I have reviewed the file and the following is a brief summary of the service request 01/05/Plan becomes effective for the Plan Holder 05/22/Service request: master bathroom and guest bathroom toilets are cracked and leaking Dispatched: Gennaro's Plumbing 05/27/Status: the technician diagnosed and found the downstairs master bathroom toilet has cosmetic cracks and is not leakingThe toilet was tested and was operating as designedThe upstairs guest bathroom was diagnosed and the technician found no cracks in the tank or bowlHowever, he did diagnose that the toilet was attached directly to the floor, and there was no flange installed under the toilet to allow the toilet to be properly attached to the floor and drain pipeAs a result of the missing flange, the toilet is leaking from the base of the toilet Please refer to page of the Plan titled Limitations of Liability that states: "General LimitationsThis Plan does not cover: DMissing components HCosmetic defects that do not affect the functioning of the unit." We apologize the terms and conditions of the Plan do not provide coverage in this situation While the intent of Old Republic Home Protection is to provide as much coverage as possible, the Plan is not all inclusive and there are limitations which are standard in the home warranty industry Please inform Mr [redacted] if he has any additional information he believes should be considered, to please forward it to me for review Sincerely, [redacted] Claims Manager Old Republic Home Protection Initial Consumer Rebuttal / [redacted] (3000, 7, 2014/06/07) */ (The consumer indicated he/she DID NOT accept the response from the business.) 1- The technician DID NOT TEST the toilet in the downstairs .I showed him and he just take a look 2- As I said , the toilet in the upstairs is NOT LEAKING AT THE BASE OF THE TOILET It is leaking where the TANK AND THE BOWL MEETS .I hired a plumber , he unscrewed bolts which attached the tank to the bowl , took the tank off the bowl, replaced the round rubber seal under the tank with a new one.Voila ! The toilet is working good now , no more leakingAbsolutely nothing wrong at the base of the toilet as ORHP SAID Final Business Response / [redacted] (4000, 9, 2014/06/11) */ Ms [redacted] Revdex.com Re: Plan # XXXXXXXX Dear Ms [redacted] , Regarding the service request for the toilet leak; on behalf of Old Republic Home Protection (ORHP) and its employees, please extend our sincere apologies for the circumstances outlined in Mr [redacted] letter ORHP, like other home warranty companies, uses Independent Network Service Providers to service our Plan HoldersAlthough efforts are made to dispatch qualified Service Providers that can provide quality service, occasionally circumstances occur that are unacceptable to ORHP and our Plan Holder I assure you, ORHP employees value the trust each of our Plan Holders place in us to resolve their service request in a timely and professional manner and when this does not occur, steps are taken to review what went wrong and implement improvement 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 Please inform Mr [redacted] to provide me a copy of the invoice for the repair of his toilet by his Independent Out-Of-Network Contractor for my review 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 Final Consumer Response / [redacted] (2000, 11, 2014/06/15) */ (The consumer indicated he/she ACCEPTED the response from the business.) As I said I just want my toilet fixed It's fixed now .It doesn't matter who paid the bill and is not a big deal Thank you Revdex.com for your help

Initial Business Response / [redacted] (1000, 7, 2014/10/10) */ Ms [redacted] Revdex.com Re: Plan # XXXXXXXX Dear Ms [redacted] , Regarding the denial of coverage for the drain pipe; I have reviewed the file, and according to the technician from Plumb One Plumbing Service, the drain pipe under the home was has separated at one of the connections, and was not the result of wearIn addition, he informed us that the drain pipe is not properly slopped, which will cause water to remain in the drain pipe Please refer to page of the Plan titled When You Need Us that states: "We will provide service for covered systems or appliances which malfunction during the term of the Plan that: C) Have become inoperable due to wear and use, rust, corrosion, and chemical or sediment buiafter the effective date of coveragePre-existing conditions are not covered." However, Old Republic Home Protection has agreed as a gesture of goodwill, to reconnect the drain pipe for Mr***, and Plumb One Plumbing Service will contact him to schedule an appointment If Mr [redacted] has any questions, please inform him to contact us at XXX-XXX-XXXX for assistance Sincerley, [redacted] Claims Manager Old Republic Home Protection

I made a service request on 6/6/about the problem with my HVACA service order was issuedThe technician came on 6/and looked at the unit and said the coil need to be changed and this will be done within three daysToday is 6/29/Nothing is doneI don't have air condition for daysTheir service sucks

Initial Business Response / [redacted] (1000, 5, 2015/05/22) */ Ms [redacted] Revdex.com Re: Plan XXXXXXXX Dear Ms [redacted] , Regarding the service request for the refrigerator; I have reviewed the file and the diagnosis from Battens ApplianceBased on my review, please advise Ms [redacted] to provide me a legible copy of the invoice for her new refrigerator, and mail it to: Old Republic Home Protection POBox San Ramon, CA XXXXX Attn: [redacted] Also, please advise her to reference Plan #XXXXXXXX on the invoiceI will review the information and contact her within ten days of receipt Sincerely, [redacted] Claims Manager Old Republic Home Protection Initial Consumer Rebuttal / [redacted] (3000, 7, 2015/05/25) */ (The consumer indicated he/she DID NOT accept the response from the business.) They did not honor their own policyTheir customer service people were very rude and did not try to help in any wayI am customer service and I know my first job is to take care of the customerThey failedThe new refrigerator was $on sale and the ice maker was $and the ice maker supply hose was $11.49, a total of $I purchased a yr Extended protection warranty for $making my purchase $I used my employee discount and only paid $( saved $208.05)I was without a refrigerator for two days and lost over a $worth of food Final Business Response / [redacted] (4000, 9, 2015/05/29) */ Dear Ms [redacted] , Regarding replacement of the refrigerator; as previously requested, please advise Ms [redacted] to provide me a legible copy of the purchase invoice for the refrigerator for my review Sincerely, [redacted] Claims Manager Old Republic Home Protection Final Consumer Response / [redacted] (2000, 11, 2015/06/04) */ Old Republic has agreed to reimburse me for my refrigeratorI thank you and them for your helpI am satisfied [redacted] M [redacted] ________________________________________

Initial Business Response / [redacted] (1000, 5, 2014/11/03) */ 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 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 Based on the information Ms [redacted] provided, I have taken personal responsibility to address the issues outlined with the individuals involved, ensuring they understand the result of their actions and comments I have reviewed the file and my associate, Ms***, has spoken with Ms [redacted] , and requested a copy of the invoice from her Out-Of-Network Contractor for review 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] (3000, 7, 2014/11/17) */ (The consumer indicated he/she DID NOT accept the response from the business.) This response did not address the full refund for monies paid out for plumbing service I paid outI received a phone call asking for a copy of the invoice to witch I sentI received another call telling me I would receive a refund in the amount of 435.ooI have not received this refund as of 11/17/ Final Business Response / [redacted] (4000, 9, 2014/11/18) */ Ms [redacted] , Please inform Ms [redacted] that her file indicates that my associate, Ms***, has processed the reimbursement of $435, and it will be mailed within the next ten business days If Ms [redacted] has any questions, please advise her to contact Ms [redacted] at XXX-XXX-XXXX ext [redacted] for assistance Sincerely, [redacted] Claims Manager Old Republic Home Protection Final Consumer Response / [redacted] (4200, 11, 2014/11/21) */ (The consumer indicated he/she DID NOT accept the response from the business.) I e-mailed a copy of the bill November 3rd and spoke to someone the next day letting me know I would be refunded within days, it is now day and I have still not received my refund checkI paid for this service on a credit card and the longer it takes to receive my refund the more interest I am payingAgain another example of this companies bad customer service!!!!!!

Initial Business Response / [redacted] (1000, 5, 2015/05/12) */ Ms [redacted] Revdex.com Re: Plan # XXXXXXXX Dear Ms [redacted] , Regarding the service request for the furnace; on behalf of Old Republic Home Protection (ORHP) and its employees, please extend our sincere apologies for the circumstances outlined in 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 Provider and individuals involved, ensuring they understand the result of their actions and comments I have spoken with Mr [redacted] and assured him that I will follow up to ensure the replacement of his furnace is completed in a timely manner ORHP appreciates Mr [redacted] taking the time to provide his opinion and perspective of his service experience, which in turn, provides ORHP the opportunity to improve the service we provide to our customers Best regards, [redacted] Claims Manager Old Republic Home Protection Initial Consumer Rebuttal / [redacted] (2000, 7, 2015/05/13) */ (The consumer indicated he/she ACCEPTED the response from the business.) Old Republic contacted me shortly after I emailed the Revdex.com regarding my problemWithin hours they had exchanged my existing multi speed furnace with a variable speed furnace and the noise problem is no longer an issue I appreciate their quick response and solution to the problem Cordially,

Initial Business Response / [redacted] (1000, 5, 2014/06/13) */ Ms [redacted] Revdex.com Re: Plan XXXXXXXX Dear Ms [redacted] , Regarding the service request for pool heater and pool equipment water leak; 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 spoken with both Plan Holders, Mr [redacted] and Mr [redacted] , and they have agree to pay the Trade Call Fee for the service request placed January 17th, for the pool equipment water leak In addition, ORHP has agreed as a matter of goodwill, to honor Mr [redacted] 's request to reimburse the Trade Call Fee for the service request placed February 24th, for the pool heater, and we will apply the reimbursement to the Trade Call Fee due for the service in January ORHP appreciates Mr [redacted] taking the time to provide his opinion and perspective of his service experience, which in turn, provides ORHP the opportunity to improve the service we provide to our customers Best regards, [redacted] Claims Manager Old Republic Home Protection Initial Consumer Rebuttal / [redacted] (2000, 7, 2014/06/16) */ (The consumer indicated he/she ACCEPTED the response from the business.)

Initial Business Response / [redacted] (1000, 5, 2014/10/22) */ PLAN # XX-XXX-XXX We have reviewed this matter and would like clarify; we will proceed with the cancellation request and provide a full refund of the Plan fee paid or we will provide reimbursment for the plumbing repair in the amount of $as previously discussed.Our Plan Holder may contact us directly at (XXX) XXX-XXXX to adviseThank you Initial Consumer Rebuttal / [redacted] (3000, 7, 2014/10/24) */ (The consumer indicated he/she DID NOT accept the response from the business.) It is amazing, I feel like they didnt even read the complaint and only went by the notes they have in their system, as it is stated in the complaint I submitted, this was already offered and it was not acceptable, for this reason I had to come with the Revdex.com, people are being misled and the coverage doesn't start right away, they made a mistake not accepting to put my plumber request as urgent and even sending the work order to an incorrect plumber,this is the reason why water kept running and got accumulated to the point where I had to pay more to clean than the actual fix they had to do, not to mention that using the insurance was more expensive than hiring a plumber directly I have all the records of the errors, names and calls if needed, even a letter from them with the activation date Final Business Response / [redacted] (4000, 9, 2014/10/29) */ Ms [redacted] Revdex.com Re: Plan XXXXXXXX Dear Ms [redacted] , I have reviewed the file and confirmed the initial service request for a pipe leak was placed on October 4, 2014; the same day the Plan was placed by Mr [redacted] Please refer to page of the Plan titled When You Need Us 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" Since the water pipe existed the day the Plan became effective, coverage was denied according to the terms and conditions of the Plan If Mr [redacted] still wishes to cancel his Plan, please inform him to mail a written request to Old Republic Home Protection (ORHP) to: Old Republic Home Protection [redacted] XXXXX Or fax the request to XXX-XXX-XXXX, and as a gesture of goodwill, ORHP will refund the Plan fee with no proration of earned premium or the deduction of an administration fee Sincerely, [redacted] Claims Manager Old Republic Home Protection Final Consumer Response / [redacted] (4200, 13, 2014/10/30) */ (The consumer indicated he/she DID NOT accept the response from the business.) As stated by OR on page of their plan, letter B states "We will provide service for covered systems or appliances which malfunction, and are reported, during the term of the Plan that were correctly installed and working properly on the effective date of the Plan" The exterior faucet was correctly installed and working properly on the effective date of the plan, please indicate the part of the plan that indicates that systems or covered items that break on the effective date will not be covered, they charge and start coverage on a day they don't want to cover, even tough this is a clear breach in their contract, I am currently not asking for money back on this matter in especificIt is the service request placed days later for a water pipe leak that was neglected, the reson why I need to be reimbursed and the reason why I had to hire my own contractor, please read the original complaint, it is important to mention that nothing was mentioned about this the main issue on the prevoius reply from OR

Initial Business Response / [redacted] (1000, 5, 2014/07/23) */ Ms [redacted] Revdex.com Re: XXXXXXXX Dear Ms [redacted] , On behalf of Old Republic Home Protection and its employees, please extend our sincere thanks to Ms [redacted] for being an Old Republic Plan HolderIt was a pleasure serving her the past several yearsPlease inform Ms [redacted] that we no longer conduct business in this state, therefore Plan Renewal is not availableWe apologize for any inconvenience this may cause In the event Ms [redacted] wants to maintain her home warranty coverage, please inform her that she may wish to contact another Home Warranty Company to obtain coverageWe recommend visiting the National Home Service Contract Association website at homeservicecontract.org for a list of reputable companiesWe do not suggest companies that sell home warranties strictly over the internet, as many are not properly licensed and/or regulated as required Once at the site, click on the map, click on the appropriate state, and a list of NHSCA Member companies that conduct business in that state will appearPlease do not call the NHSCA, as they do not recommend specific providers, and are not staffed to provide additional assistance Again, we apologize for any inconvenience this has caused Ms [redacted] Respectfully, Old Republic Home Protection Co., Inc Initial Consumer Rebuttal / [redacted] (2000, 7, 2014/07/24) */ (The consumer indicated he/she ACCEPTED the response from the business.) Thank you for your responseIt would have been preferable to have been notified prior to the end of the warranty

Initial Business Response / [redacted] (1000, 5, 2014/01/31) */ Ms [redacted] Revdex.com Re: Plan # XXXXXXXX Dear Ms [redacted] , Regarding Mr [redacted] ’s request to cancel his Plan; I have reviewed the file and confirmed we received a request to cancel the Plan on January 28th ,and the Plan refund was processed on January 29th If Mr [redacted] has any additional 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, 2014/02/06) */ Ms [redacted] Revdex.com Re: Plan # XXXXXXXX Dear Ms [redacted] , In regard to the trade call fee paid for the heater service request placed in November 2013; according to our records, replacement of the blower motor was denied; however, the replacement of the thermostat was coveredIn accordance with the Plan terms, a trade call fee is due for each service request whether the service is covered or denied Please refer to Page of the Plan 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 For any additional questions, our Plan Holder [redacted] contact us directly at (XXX) XXX-XXXX for assistance Sincerely, [redacted] Claims Manager Phone: (XXX) XXX-XXXX x Fax: (XXX) XXX-XXXX ***@orhp.com Final Consumer Response / [redacted] (2000, 7, 2014/02/07) */ (The consumer indicated he/she ACCEPTED the response from the business.)

Initial Business Response / [redacted] (1000, 5, 2014/08/15) */ Ms [redacted] Revdex.com Re: Plan XXXXXXXX Dear Ms [redacted] , Regarding the service request for the refrigerator; on behalf of Old Republic Home Protection (ORHP) and its employees, please extend our sincere apologies for the circumstances outlined in Mr [redacted] 's letter 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 individuals involved, ensuring they understand the result of their actions and comments I have reviewed the file, and according to Service One Appliance, the interior lining of the refrigerator has cracked and the refrigerator cannot be repairedIn addition, he diagnosed the door seal gaskets need replacing which are covered by the Plan Please refer to page of the Plan under Kitchen Refrigerator that states: "Not Covered:interior thermal shell ..." On August 11th, 2014, ORHP processed a cash settlement for the doors gaskets, and a check for $will be mailed to Mr [redacted] within the next ten business days We apologize the terms and conditions of the Plan do not provide coverage for the interior lining of the refrigeratorWhile 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 appreciates Mr [redacted] taking the time to provide his opinion and perspective of his service experience, which in turn, provides ORHP the opportunity to improve the service we provide to our customers Best regards, [redacted] Claims Manager Old Republic Home Protection

Initial Business Response / [redacted] (1000, 5, 2015/01/07) */ Ms [redacted] Revdex.com Re: XXXXXXXX Dear Ms [redacted] , On behalf of Old Republic Home Protection and its employees, please extend our sincere thanks to Ms [redacted] for being an Old Republic Plan HolderIt was a pleasure serving her the past few yearsUpon review of her file, we concluded that her Plan is ineligible for renewalWe apologize for any inconvenience this may cause Please refer to RENEWAL/TRANSFER/CANCELLATION that states: "RENEWAL/TRANSFER: This Plan is transferableThis Plan may be renewed at our discretion onlyIn that event, you will be notified of the prevailing rate and terms of renewalPremium rates may increase upon renewal..." In the event Ms [redacted] wants to maintain her home warranty coverage, she may wish to contact another Home Warranty Company to obtain coverageWe recommend visiting the National Home Service Contract Association website at homeservicecontract.org for a list of reputable companiesWe do not suggest companies that sell home warranties strictly over the internet, as many are not properly licensed and/or regulated as required Once at the site, click on the map, click on the appropriate state, and a list of NHSCA Member companies that conduct business in that state will appearPlease do not call the NHSCA, as they do not recommend specific providers, and are not staffed to provide additional assistance Again, we apologize for any inconvenience our decision has caused Ms [redacted] Respectfully, Old Republic Home Protection Co., Inc

Initial Business Response / [redacted] (1000, 5, 2014/04/24) */ 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 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, my associate, Ms [redacted] has left several messages for Mr***'s to provide assistance for his service request; as of today she has not heard from him Please inform Mr [redacted] to contact Ms [redacted] at XXX-XXX-XXXX ext [redacted] at his earliest convenience so she can have the opportunity to assist with his request for serviceIf she does not hear from Mr***'s, she will honor his request to cancel his Plan ORHP appreciates Mr [redacted] taking the time to provide his opinion and perspective of his service experience, which in turn, provides ORHP the opportunity to improve the service we provide to our customers Sincerely, [redacted] Claims Manager Old Republic Home Protection Initial Consumer Rebuttal / [redacted] (3000, 7, 2014/04/25) */ (The consumer indicated he/she DID NOT accept the response from the business.) Dear Ms [redacted] , Mr [redacted] 's claim that I have not spoken to Ms [redacted] is completely falseIn fact, we spoke on 4/18/prior to submitting this original complaint and I have recorded this conversationI informed Ms [redacted] that I was recording the conversation in the beginning of the phone call I explained to Ms [redacted] in this conversation that I had given ORHP multiple opportunities and over weeks time to resolve the claimI requested from Ms [redacted] a full refund plus the $service fee I paid to the unqualified service technicianI explained that under no circumstance would I allow any of their service technician back in my home, due to the fact that their hired service company( [redacted] A/C) stole property from my home and left internal wires unplugged in my air conditioner unit, without informing me The next days after speaking to Ms [redacted] I received multiple calls and messages from the original service company, [redacted] A/C, stating that old republic had setup another work order for them to come out to my homeNot only has ORHP ignored my request for cancellation and refund, they also attempted to send the original unqualified company back to my home after my absolute assertion that I would not allow any of their service technicians to work on my home ORHP actions to request [redacted] A/C to return to my home is continued proof of deceptive trade practices I have recordings of my conversation with Ms [redacted] as well as voice mails from [redacted] A/C to validate all of my claims against ORHP, I would be more than happy to provide the Revdex.com with any of these records I greatly appreciate the Revdex.com's time and assistance with resolving this matter Sincerely, M***

Our A/C stopped coolingWe called Old Republic to start the claim as well as the A//C company that they sent out the times, hoping to help speed up the process since it was degrees in my house at 6:pmOld Republic told us that they would call Early A/C as well to give them a work orderemployees told me that they called Early A/C and spoke with their answering service personally and we should be hearing from them shortly2hrs later I called back and the woman I spoke with [redacted] at Old Republic told me that in her records that no one at Old Republic spoke with the A/c company and that they could not help us because they did not have a work order because they could not speak with anyoneI actually had the technician call us and tell us "I don't know what Old Republic is telling you but no one has contacted us."He was watching his phone for hrsOld republic then told us that they could not help me, that the technician would have to call the dispatch department, which he did, several times with no answer [redacted] then told me that they could not help me because it was 8:and not sure they could get in touch with anyone at Early......all this while I had the technician who called my personal cell phone telling me was waiting to hear from Old RepublicI gave the rep [redacted] at Old Republic his phone number, while on the phone with the technician.The technician at this time had arrived and was standing in my house when she said that Old Republic had put in an order with the A/C companyI then told her that Her statement was and they did not speak with him because he was in my house standing in front of meWhen I explained that they were caught in a complete lie, she hung up on meAbsolutely the worst company to deal withreps lied to meI paid the technician out of pocket for the repairI would highly recommend not to do business with Old Republic Home WarrantyI own a automotive Service Department and deal with warranty companies regularly so I know how the process should workThis was the complete opposite of what customer service should beANYONE WHO READS THISSAVE YOUR MONEY OR USE ANYONE BUT OLD REPUBLIC