Old Republic Home Protection Company

Initial Business Response / [redacted] (1000, 5, 2015/08/12) */ Ms. [redacted] BBB RE: Plan # XXXXXXXX Dear Ms. [redacted] , Regarding the cancelation of the Plan, and the refund of the Plan Fee; on behalf of Old Republic Home Protection (ORHP) and its employees, please extend our sincere... apologies for the circumstances outlined in Mr. ***'s letter. According to the file, my associate, Ms. [redacted] , has processed the Plan Fee refund, and a check will be mailed to Mr. [redacted] within the next ten business days. If Mr. [redacted] has any questions, please advised him to contact Ms. [redacted] at XXX-XXX-XXXX ext. [redacted] for assistance. ORHP appreciates Mr. [redacted] taking the time to provide his opinion and perspective of his service experience, which in turn, provides ORHP the opportunity to improve the service we provide to our customers. Best regards, [redacted] Claims Manager Old Republic Home Protection Initial Consumer Rebuttal / [redacted] (2000, 12, 2015/09/01) */ The business corrected the situation with a full refund of the amounts charged. I appreciated the timely response and the professionalism that the Representative showed me after the last encounter with the business.

Initial Business Response / [redacted] (1000, 5, 2014/09/30) */ [redacted] Revdex.com Re: Plan XXXXXXXX Dear Ms [redacted] , Regarding the service request for the air conditioner; I have reviewed the file and my associate, Ms***, has left a message for Mr [redacted] to discuss his service request Please inform Mr [redacted] to contact Ms [redacted] at XXX-XXX-XXXX extat his convenience Sincerely, [redacted] Claims Manager Old Republic Home Protection Initial Consumer Rebuttal / [redacted] (3000, 7, 2014/10/01) */ (The consumer indicated he/she DID NOT accept the response from the business.) The company is not going to do anything and says nothing about fixing the problem I have or my refund ! Final Business Response / [redacted] (4000, 9, 2014/10/02) */ Ms [redacted] , I reviewed the file that indicates Ms [redacted] spoke with Mr [redacted] on September 30th, 2014, and as a result of the denial of coverage,Mr [redacted] has requested the Plan be cancelled 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 I have confirmed that Ms [redacted] has forward his request to our Accounting Department, and the Plan has been cancelled; Mr [redacted] receive the Plan refund within the next ten business days Sincerely, [redacted] Old Republic Home Protection

Initial Business Response / [redacted] (1000, 5, 2014/04/24) */ Ms [redacted] Revdex.com Plan XXXXXXXX Ms [redacted] , Regarding the service request for the faucet and the past due Trade Call Fee; on behalf of Old Republic Home Protection (ORHP) and its employees, please accept our sincere apologies for the circumstances outlined in Mr***'s letter Please inform Mr [redacted] that ORHP has agreed, as a matter of goodwill, to waive the $balance owed for his 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 Consumer Rebuttal / [redacted] (3000, 7, 2014/04/25) */ (The consumer indicated he/she DID NOT accept the response from the business.) Thanks Mr [redacted] for the quick responseUnfortunately, Mr [redacted] didn't provide clear answers to my concerns about their billingTheir billing still confused meOver the phone, the rep said I owned $( I never receive the bill for $billOver the phone I asked them to send me the $bill)In stead, I received the $past due notice for the trade call fee on 01/27/work order in the mail last week Mr [redacted] , please explain to me 1) Will you still bill me $10? 2) I thought the $bill for trade call fee on 01/27/is error, please clearly state if this bill is correct or wrong I am afraid they still messed their bill up, I want to make it clear in case their messing billing and possible future collection activity damage my credit The facts: On 12/18/I called for faucet service The first technician came to fixBut the guy left earlier before they finished his work.My wife found the faucet is not installed correctlyI asked him to fix it,then I went back to my room to write the check for the trade call feeJust a few minutes, the technician left, I rushed out of my house, I found he is already in his truck and he is leavingI spoke to him, he told me I will be contacted by old republic home protectionI am ready to pay the trade call feeI cannot pay it because the technician left earlierI waited many days, the technician never come back and ORHP never called meThey never did any work untill Feb 13,So I called the telephone number on the bill to pay the trade call fee the next dayThey charged me $by credit card even thought the bill is for $I thought they may give me a $discount for their delayed workLater they sent me $trade call fee on the work order on 01/27/I believe it is an error Again, I request Mr [redacted] to explain to me their billing if he think they are correctIf Mr [redacted] think the their billing is error, could you send me formal letter to me to correct the error billingThanks Final Business Response / [redacted] (4000, 9, 2014/04/30) */ Ms [redacted] , Please inform Mr [redacted] there are no past due Trade Call Fee's on his file; his file is current and he should not receive any further invoicesIf he has any questions, please advise him to contact me for assistance Sincerely, [redacted] Claims Manager Old Republic Home Protection

Initial Business Response / [redacted] (1000, 5, 2014/12/10) */ Ms [redacted] Revdex.com Re: Plan XXXXXXXX Dear Ms [redacted] , Regarding the service requests placed by Ms [redacted] , and the decision by Old Republic Home Protection to not renew her Plan; I have reviewed the file and the following is a brief summary of her service requests 01/05/Service request: air conditioner is leaking Dispatched Alliance Mechanical Systems Inc Status: the technician replaced the valve core and recharged the system with refrigerant 04/11/Service request: the water heater trips the reset button Dispatched: High Priority Plumbing & Service Inc Status: the technician replaced the upper thermostat 07/09/Service request: air conditioner is leaking Dispatched: Air Mechanix Status: the technician diagnosed the heat pump air handler must be replaced, and replacement was completed on August 19, 11/05/Service request: refrigerator door is not closing properly Dispatched: Accurate Appliance Status: the technician replaced the door gasket and water valve With regard to the renewal eligibility of Ms [redacted] 's Plan; please extend our sincere thanks to Ms [redacted] for being an Old Republic Plan HolderIt was a pleasure serving her this past yearUpon review of her file, we concluded that her Plan is ineligible for renewalWe apologize for any inconvenience this [redacted] 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 NHSCA Members; then select 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 Again, we apologize for any inconvenience Sincerely, [redacted] Claims Manager Old Republic Home Protection

Initial Business Response / [redacted] (1000, 5, 2014/07/29) */ Ms [redacted] Revdex.com Re: Plan # XXXXXXXX Dear Ms [redacted] , Regarding the service request for the dishwasher; on behalf of Old Republic Home Protection (ORHP) and its employees, please extend our sincere apologies for the circumstances outlined in Mr***'s letter ORHP, like other home warranty companies, uses Independent Network Service Providers to service our Plan HoldersAlthough efforts are made to dispatch qualified Service Providers that can provide quality service, occasionally circumstances occur that are unacceptable to ORHP and our Plan Holder I assure you, ORHP employees value the trust each of our Plan Holders place in us to resolve their service request in a timely and professional manner and when this does not occur, steps are taken to review what went wrong and implement improvement Based on the information you provided, I have taken personal responsibility to address the issues outlined with the Service Provider and individuals involved, ensuring they understand the result of their actions and comments According to the file, my associate, Ms [redacted] has spoken with Mr***, and will follow up to ensure the service request is resolved in a timely manner If Mr [redacted] has any questions, please inform him to contact Ms [redacted] for assistance ORHP appreciates Mr [redacted] taking the time to provide his opinion and perspective of his service experience, which in turn, provides ORHP the opportunity to improve the service we provide to our customers Best regards, [redacted] Claims Manager Old Republic Home Protection Initial Consumer Rebuttal / [redacted] (3000, 7, 2014/08/04) */ (The consumer indicated he/she DID NOT accept the response from the business.) Although I was approached by somebody at old republic a few days back to look into the problem, the progress has been at snail paceI have provided the same copy of third party report that I had provided twice before and have been since waitingMy follow up emails have received no response I am very disappointed that something that should have been resolved through customer support quickly needs Revdex.com to intervene at every step [redacted] Final Business Response / [redacted] (4000, 9, 2014/08/07) */ Ms [redacted] , I reviewed the file and my associate, Ms [redacted] has spoke with Mr [redacted] on August 6th, and informed him we have left several messages for the Out-Of-Network Contractor, [redacted] Appliance, to discuss their diagnosis and estimate for the repair; as of today they have not returned her call Once Ms [redacted] can speak with them to clarify their diagnosis and repair estimate, she will approve covered repairs to be completed If Mr [redacted] has any questions, please advise him to contact Ms [redacted] at XXX-XXX-XXXX ext [redacted] Sincerely, [redacted] Old Republic Home Protection Final Consumer Response / [redacted] (4200, 12, 2014/08/16) */ (The consumer indicated he/she DID NOT accept the response from the business.) I have provided direct number of the vendor to Ms [redacted] The vendor has made himself available and I waiting for Ms [redacted] to call backI have made her aware of the same days back, but haven't heard back from her.I can't push the vendor beyond a reasonable limit , although he is trying to be accommodating to my requests to be available for any questions The progress is still at snail pace and I am not satisfied with the progressMy dishwasher is now broken for around weeks and I don't see any urgency form the service provider to resolve this

Very dissatisfied with this company! It's been weeks that I called in a service request and the problem is still not fixedThe service provider that Old Rep set up my service with said that I lived too far away that it was going to be hard to get someone to my areaOld Rep said they would locate another service provider but then said they couldn't find one so that it was up to me to find a providerARE YOU SERIOUSwhy did I just pay you $for a warranty when I'm doing your job for you to find another provider????

Initial Business Response / [redacted] (1000, 5, 2015/06/12) */ Ms [redacted] Revdex.com Re: Plan XXXXXXXX Dear Ms [redacted] , Regarding the service request for the electrical system and reimbursement of $75; 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 you provided, I have taken personal responsibility to address the issues outlined with the individuals involved, ensuring they understand the result of their actions and comments I have reviewed the file that indicates that the technician from Bill Richard's Electric diagnosed that someone has removed the electrical wiring for the clothes dryer receptacleIn order to restore power to the receptacle, the wiring will need to be installed Please refer to page of the Plan that states: "We will provide service for covered systems or appliances which malfunction, and are reported, during the term of the Plan that: A) Are installed for diagnosis and located within the interior of the main foundation of the home and garage (inside the load-bearing walls of the structure)Systems or appliances located on the exterior or outside of the home (including porch, patio, etc.) are not covered with the exception of covered items marked with a , B) Were correctly installed and working properly on the effective date of the Plan, and 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." With regard to reimbursement of the $diagnosis fee from Bill Richard's Electrical, I have reviewed the file and a check for $was mailed to Ms [redacted] on [redacted] 27, If Ms [redacted] has not received the check, please advise her to contact our Accounting Department at XXX-XXX-XXXX for assistance If Ms [redacted] has any additional information she believes should be considered, please advise her to provide it to me for review Best regards, [redacted] Claims Manager Old Republic Home Protection Initial Consumer Rebuttal / [redacted] (3000, 7, 2015/06/17) */ (The consumer indicated he/she DID NOT accept the response from the business.) I haven't received any check from Old RepublicI don't understand why Old Republic claims to have mailed a $check when I haven't received oneI consider their conduct to be very unprofessional due to the fact that I received a call from the San Ramon headquarters on 6/10/with indication that [redacted] would look further into my case for a reimbursement of greater than $I was also told during that same call on 6/10/that I would receive a follcall the next day with a resolutionI never received a call the next day or since I am not satisfied with Old Republic's weak responseI still request that Old Republic stand -by their original reimbursement offer of $ Sincerely, [redacted] Final Consumer Response / [redacted] (3000, 17, 2015/07/14) */ Whatever check has been mailed to me from Old Republic is not going to the correct addressI have called [redacted] in the San Ramon office to confirm that the service address for my Old Republic home warranty is also my mailing address [redacted] XXXXX Final Business Response / [redacted] (4000, 19, 2015/07/15) */ Ms [redacted] , Please extend our sincere apology to Ms [redacted] for the circumstances that have occurredI reviewed the file and determined there was an incorrect mailing address in our system that I have corrected this morningI have submitted request to our Accounting Department to re-issue the check to the correct mailing address Sincerely, [redacted] Claims Manager Old Republic Home Protection Ms [redacted] , The check we were referring to was the reimbursement of the $diagnosis fee paid to the electrician; Ms [redacted] agreed to reimburse Ms [redacted] for this costAccording to our accounting department, the check was cashed on July 7, If Ms [redacted] requires a copy of the check, please let me know and I will mail her a copy of the check If she has any questions, please advise her to contact Ms [redacted] at XXX-XXX-XXXX ext for assistance Sincerely, [redacted] Old Republic Home Protection

Initial Business Response / [redacted] (1000, 5, 2015/05/29) */ Ms [redacted] Revdex.com Re: Plan # XXXXXXXX Dear Ms [redacted] , Regarding the request for a Plan fee refund and the air conditioner service request; 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 a Plan fee refund; the Plan expired on [redacted] 20, 2015, and therefore, a refund cannot be processed in accordance with the terms of cancellation We apologize the terms and conditions of the Plan did not provide coverage for service requests placed by Mr [redacted] While 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 the most recent service request for the air conditioner; I have reviewed the file that indicates my associate, Ms***, spoke with Mr [redacted] on [redacted] 28, 2015, and is following up to resolve the service request If Mr [redacted] has any questions, please advise him to contact Ms [redacted] at XXX-XXX-XXXX ext [redacted] for assistance ORHP appreciates Mr [redacted] taking the time to provide his opinion and perspective of his service experience, which in turn, provides ORHP the opportunity to improve the service we provide to our customers Best regards, [redacted] Claims Manager Old Republic Home Protection Initial Consumer Rebuttal / [redacted] (3000, 7, 2015/06/01) */ (The consumer indicated he/she DID NOT accept the response from the business.) As stated earlier, I would like to receive a full refund of my premiumYou do not have a single satisfied customers and you only target realtors that are obligated to provide insurance to home owners in return of all the kickbacks from Old Republic as you certainly do not pay any of your contractorsEven the contractors you pick have less than star ratingsYour business model is a consolidation of poorly rated contractors that cannot get jobs elsewhere and obligated realtors that need a home warranty on paperCustomers are just part of that transaction, you don't have a single positive customer reviewAccording to humanity's policy on ethics and fairness, you are in violation on multiple counts by your fraudulent model of insurance scams Final Business Response / [redacted] (4000, 9, 2015/06/02) */ Ms [redacted] , Regarding Mr [redacted] 's request for a full refund of his Plan; Mr [redacted] 's Plan expired on [redacted] 20, 2015, and service was rendered in accordance with the terms and conditions of the Plan during his Plan termPlease extend our apologies that service requests were denied based on the terms and conditions of coverage Since Mr [redacted] 's Plan has expired, we are unable to honor his request to cancel his Plan or provide a refund Sincerely, [redacted] Claims Manager Old Republic Home Protection

Initial Business Response / [redacted] (1000, 8, 2015/05/28) */ Ms [redacted] Revdex.com Re: Plan XXXXXXXX Dear Ms [redacted] , Regarding the denial of coverage for the garage door opener; according to Ace Garage Door Repair, the type of garage door at Mr [redacted] 's home is too heavy for the garage door opener currently installedAs a result, the technician advised us that the garage door opener failed prematurely Please extend our sincere apologies to Mr [redacted] that the terms and conditions of the Plan did not provided coverage in this situationWhile the intent of Old Republic Home Protection (ORHP) is to provide as much coverage as possible, the Plan is not all inclusive and there are limitations which are standard in the home warranty industry ORHP values Mr [redacted] as a customer, and we hope he realizes the value of the Plan, and the many benefits it providesAs a gesture of goodwill, ORHP has agreed to waive the $Trade Call Fee, and MrMarin will receive a refund of $within the next ten business days If Mr [redacted] has any additional information he believes should be considered, please advise him to forward it to me for review Sincerely, [redacted] Claims Manager Old Republic Home Protection Initial Consumer Rebuttal / [redacted] (3000, 10, 2015/05/29) */ (The consumer indicated he/she DID NOT accept the response from the business.) The garage door opener was installed in and failed in In that year life, it was probably opened and closed over 12,timesIf the door was too heavy, it would have failed earlierAdditionally, the replacement opener installed by Ace was the same horsepower as the original door As to the door being heavy, my wife is years old and weighs poundsShe could lift the door, and she is not a weight lifter! Any reasonable person would conclude that if she could lift the door it could not be too heavy for an electric garage door opener The year old opener simply got old and wore outI would expect the warranty coverage to honor the contractThey state they will cover the motor, not the springsThe motor itself cost $plus tax to replaceTherefore I would expect this amount as a minimal effort to resolve this dispute Final Business Response / [redacted] (4000, 12, 2015/06/01) */ Dear Ms [redacted] , Regarding the denial of coverage for the garage door opener; the decision to deny coverage was solely based on the information provided to us by the garage door opener company, which was that the opener failed because the type of door they have was too heavy for the opener That said, if Mr [redacted] has additional information regarding the cause of failure of the garage door opener, from a garage door opener company, please advise him to forward it to me for review Sincerely, [redacted] Claims Manager Old Republic Home Protection Final Consumer Response / [redacted] (4200, 14, 2015/06/04) */ (The consumer indicated he/she DID NOT accept the response from the business.) I am unable to refute Ace's comments on my garage doorAce works for Old Republic and they told me I needed a new garage door openerI accepted that because I wanted a door that would openRegretfully, I should have saved the electric opener and had it inspected by someone elseShame on meI should have forgotten I have a warranty policy with Old Republic and had the replacement done by a garage door company in The Villages, Florida for about 50% of the cost by Ace (Old Republic's designated inspector of the garage door opener) This is a small amount of money and I will not pursue this furtherOver my year old life, I have dealt with people and companies with the expectations that they will do the honorable thingFor the most part my expectations have been metNot so hereOld Republic chose the repair person and for whatever reasons (probably financial), it was decided an improper installation was madeIT TOOK YEARS AND OVER 12,ACTIONS BEFORE IT FAILED! No logical person would accept this My career includes a business degree from college, six years in the Army, and a year career in insuranceI was a claim manager for Aetna Casualty and Surety Company, Chairman of the Inter-Company Arbitration Committee, and president of various civic organizationsI think my background gives me enough experience to read an insurance contract and interpret the proper course of action to take The contract of Old Republic can be and has been interpreted to the favor of Old RepublicFor $plus they have chosen to interpret it in their favorShame on themIn my plus year in the insurance business, I tried to interpret the contract in favor of the policyholderI can say I am happy retired and never knowingly took advantage of someone as Old Republic has done here I have achieved a modicum of success in life and I can handle this expense without affecting my life styleNot everyone is in my positionOld Republic is doing a disservice to the general public for not paying claims like this one My position is simpleOld Republic states I had an improperly installed garage door opener (or garage door)It worked for over years and 12,times without failing - then it failedIt simply gave out like other mechanical things over that time If they don't want to pay, that's up to them [redacted] W [redacted] , II, CPCU, CIC XXX-XXX-XXXX

Initial Business Response / [redacted] (1000, 5, 2015/06/24) */ Ms. [redacted] BBB Re: Plan XXXXXXXX Dear Ms. [redacted] , Regarding the service request for the air conditioner; I have reviewed the file that indicates the Independent Network Service Provider diagnosed that the air handler... failed and had to be replaced. As a result, even though the heat pump condenser did not fail, a Florida Regulation requires that the heat pump condenser must also be replaced. Please refer to page 8 of the Plan that states: "General Exclusions: B. If additional costs are incurred in order to comply with regulations, we will not be responsible for the added expense." According to the file, on June 12, 2015, my associate, Ms. [redacted] spoke to Ms. [redacted] and she agreed to accept $756.50 as cash settlement for the air handler replacement, which represents our cost for the covered repair. In addition, and strictly as a matter of goodwill, Ms. [redacted] also provided Ms. Solana an additional $250. The file indicates a check for $1,006.50 was mailed to Ms. [redacted] on June 17, 2015. Please extend our apology that the terms and conditions of the Plan did 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. 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 Initial Consumer Rebuttal / [redacted] (3000, 7, 2015/06/25) */ (The consumer indicated he/she DID NOT accept the response from the business.) Original call for service was June 4, 2015, when a/c quit working. June 12, 2015, is when they offered a settlement for the air handler, still denying replacing entire unit & stating I would have $4900 out of pocket to get the a/c running as required by State Regulations & per their In Network Service Reps recommendations. I am not satisfied as there is no mention of the poor service re: delay in phone calls, 9 days without a/c, the In Network Service providers both indicating the entire a/c needed replaced based on age and condition of the units (which I have in writing from one of them), Ms [redacted] stating to add coolant was "illegal" when it is not and appears was stated to avoid paying for the expensive coolant to be added, therefore, leaving us with no a/c for 9 days. As mentioned in the original complaint, coolant was added on Day 10 by a reputable company and our a/c cooled for 3 days until new a/c at our expense was installed. The In Service Network Provider could have added coolant on the first visit and we would not have been without A/C for 9 days. ORHP representatives would not call back when they said they would and a day or two would pass. All the while, our home was 87-90 degrees, our daughter & I became ill with a sinus infection which required time off work, doctors' visits and antibiotics. I also had to take time off for the Service Reps to come out twice & spent countless hours waiting on phone calls from ORHP to get our A/C working. It seems to be a tactic used by the company to stall as long as they can because a family can only go so long with no a/c in June in Florida. They provided no service except their In Network providers using keywords "improper installation" (after 23 yrs a/c working) and relying on fine print to deny paying. How ethical is it when their "In Network Service Provider" comes into our home, looks at our A/C, states the entire thing needs replaced but wont be covered under warranty because it was improperly installed? Why is their service provider, whom is said to be independent, telling us it is not covered under warranty (is he trained to use keywords that meet denial criteria?) That was our first encounter with this issue. I called ORHP after the first Service Provider left and was told by [redacted] , Authorizing Agent, it was denied and denials do not get reversed and they did not have to pay. [redacted] was very rude and argumentative when I was persistent in wanting to speak to a supervisor. [redacted] put me through to [redacted] whom stated he was a supervisor. [redacted] was going to investigate and call me back first thing Monday morning. Never heard from him again. I called several more times and finally spoke to Ms. [redacted] . In the end, it was determined it wasn't improperly installed. After 9 days of disputing, they paid $1006 for partial replacement. Therefore, it is no surprise ORHP refused to replace the entire A/C, denying it on fine print in the warranty. How can this company provide a warranty in the State of Florida but not have to comply with State Regulations? This appears to be something the Attorney General's Office needs to review as consumers are paying for a warranty that does not comply with State Regulations. I believe Ms. [redacted] lied about it being illegal to add coolant, yet telling me to do it on the side and pay out of pocket (should have realized then it was a tactic to avoid paying for expensive coolant). Her dishonesty contributed to 9 days without Air Condition in our home. I am seeking reimbursement for our out of pocket expenses for the A/C to be replaced entirely (which is still less than if they used their In Network Service Providers to replace it). I believe I could seek additional reimbursement in small claims court for the illness expenses related to no a/c during high pollen counts which we are allergic to, dishonesty re: coolant being added, and time off work for a 2nd opinion when it is reasonable to believe a unit in place for 23 yrs exceeded it's life time regardless of installion. (I work 12 hr shifts and can not take off partial days, therefore missing 24 hrs for Service Reps to come out and additional time off for illness). All seem to be stalling tactics in my opinion as each day that passed [redacted] a hot miserable day in our home. All of which could have been avoided had Coolant been provided by the In Network Service Rep on June 5th. Final Business Response / [redacted] (4000, 9, 2015/06/26) */ 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 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 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. As mentioned in my previous response, while 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 adding refrigerant when it is known that there is a leak in the system; the EPA has strict guidelines with regard to adding refrigerant when it is known that the refrigerant (which is an Ozone depleting chemical), will leak once it is installed in the system. Again, we apologize the Plan did not cover all the costs associated with this service request Best regards, [redacted] Claims Manager Old Republic Home Protection Final Consumer Response / [redacted] (4200, 11, 2015/07/06) */ (The consumer indicated he/she DID NOT accept the response from the business.) Mr. [redacted] , in the end, we were lied to and went 9 days with no a/c only to be told our out of pocket expense would be $4900 with Old Republic paying $1006.00, after two of their Independent Service Contractors said the entire A/C needed replaced based on age, wear and tear and condition. Old Republic refused to pay for the entire A/C, which is required by Florida State Regulations, as the fine print in their contract reads they do not comply with State Regulations. That is the loophole they used to not have to replace our A/C. As previously stated, this loophole was used after others were initially stated to deny the warranty claim. To me, it seems as soon as the unit needed replaced, ORHP "Denied" the claim in a manner that is very familiar to them starting with the Independent Contractor they sent out, onto their Authorizing Agent and continuing with the Escalation Supervisors. As far as the EPA Regulations and refrigerant being added (which was completely within regulations according to EPA Section 609 Clean Air Act) - again, an excuse to not pay. In my opinion, based on my experience, this company is unethical and does not care about the well being of their customers (adding refrigerant on the first service call would have been the right thing to do instead of saying it was illegal). Expensive maybe, but not illegal. I will contact the Attorney Generals Office re: the handling of this claim as I do not understand how ORHP does not have to comply with State Regulations on items they warranty. It is also a great concern of mine that ORHP is dishonest with their customers. Also, in question, is the relationship they have with the Independent Contractors. What are the technicians taught to say and do when they come out? Are they coached in a manner that is not in the best interest of the consumer? Do they service ORHP customers differently than they do other customers during their service calls. Had I been paying for the service call, would refrigerant have been offered to get our A/C running until it could be replaced? I think Yes, as ***, Esc Supervisor, told me it was illegal but to pay cash out of pocket to have coolant added. It is all questionable and seems unethical to me. Thank you BBB for the prompt responses of this claim.

If I can give zero review for customer service and efficiency, I would give this company a (-0) negative zeroI called on 10/08/at 8:pm for an emergent situationMy bathroom water faucet wouldn't turn offI thought if I called as an emergency, someone would show up ASAPApparently notTheir emergent situation is considered as within hoursWhy did I call for an emergency help if I am not going to get an emergency helpThe agent told me that an emergency situation is considered having a respond within hoursDo not purchase this home warrantyYou are wasting your moneyLuckily, my contract will end on October 30, I did not renewI purchased a home warranty from another companyOLD REPUBLIC HOME PROTECTION IS A RIPOFF COMPANYTO ALL CONSUMERS, DO NOT PURCHASE A HOME WARRANTY FROM THIS COMPANY!!!!!! TO ALL REALTORS, DO NOT RECOMMEND THIS COMPANY TO YOUR CLIENTS!!!! Two days later, the company has not sent anyone to fix my water faucet that wouldn't turn offI have turn off my main line to save waterWe do not have a running water in our house at this time

Initial Business Response / [redacted] (1000, 5, 2014/05/01) */ Ms. [redacted] BBB RE: Plan # XXXXXXXX Dear Ms. [redacted] , Regarding the service request for the air conditioner; on behalf of Old Republic Home Protection (ORHP) and its employees, please extend our sincere apologies for the... circumstances outlined in Mr. [redacted] 's letter. ORHP, like other home warranty companies, uses independent network Service Providers to service our Plan Holders. Although efforts are made to dispatch qualified Service Providers that can provide quality service, occasionally circumstances occur that are unacceptable to ORHP and our Plan Holder. I assure you, ORHP employees value the trust each of our Plan Holders place in us to resolve their service request in a timely and professional manner and when this does not occur, steps are taken to review what went wrong and implement improvement. Based on the information you provided, I have taken personal responsibility to address the issues outlined with the Service Providers and individuals involved, ensuring they understand the result of their actions and comments. ORHP appreciates Mr. [redacted] taking the time to provide his opinion and perspective of his service experience, which in turn, provides ORHP the opportunity to improve the service we provide to our customers. Best regards, [redacted] Claims Manager Old Republic Home Protection

Initial Business Response / [redacted] (1000, 5, 2015/01/07) */ Ms [redacted] Revdex.com Plan XXXXXXX Dear Ms [redacted] , Regarding the service request for the microwave oven; on behalf of Old Republic Home Protection (ORHP) and its employees, please extend our sincere apologies for the circumstances outlined in Mr [redacted] 's letter I have reviewed the file that indicates the Independent Network Service Provider diagnosed the microwave was operating as designed when he was at the home, and he could not duplicate a malfunctionIn order for Old Republic Home Protection (ORHP) to authorize the repair or replacement of a system or appliance, the technician must be able to confirm a malfunction exists Please inform Mr [redacted] that we value him being our customer for years, and we have agreed to dispatch a different Independent Network Service Provider to diagnose the microwave oven 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

RE: Plan # [redacted] size=3> Dear Ms [redacted] , Below is a response sent to Mr [redacted] in August regarding his request for additional reimbursement, and we stand by the contents of our response and the coverage provided Dear Mr***, Regarding the service request for your air conditioner; on behalf of Old Republic Home Protection (ORHP) and its employees, please accept our sincere apologies for the circumstances outlined in your 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, the technician from Four Seasons advised ORHP that he diagnosed the compressor located inside the condenser was not pumping correctly, and he recommended replacing the condenser and air handlerHowever, we were advised by the technician that they were unable to complete the replacement, and they requested the service request transferred to another Service Provider The service request was transferred to Universal HVAC, and on July 29, 2016, their technician diagnosed that the air handler evaporative coil was extremely dirty, and he was unable to properly diagnose the remainder of the equipment until the air handler was replacedHe also advised us that reason the compressor was not pumping correctly could have been the result of the dirty air handlerHe advised us that once the air handler was replaced, he could properly diagnose the remainder of the equipment (i.ethe compressor and condenser) to determine if further repairs were needed ORHP authorized the replacement of the air handler, the equipment was ordered, and we were advised that the replacement was scheduled for Sunday, August 7, If, after the air handler was installed, the condenser was still not operating properly and had failed from wear, ORHP would have authorized replacement On August 7, 2016, the technician, [redacted] from Universal HVAC, contacted ORHP and advised us that based on communication he received from the Plan Holder, he would no longer complete the replacement, and requested the service request be transferred to another Service ProviderThe service request was transferred to Papworth HVAC on August 7, On August 8, 2016, Papworth HVAC advised us that when they contacted you to schedule an appointment, they were advised their service was no longer needed As we discussed on August 12, 2016, it is possible the only equipment that required replacing was the air handler, and that the malfunction of the condenser compressor could be contributed to the failure of the air handler Decisions regarding coverage, and whether to repair or replace a covered system or appliance, is determined based on the diagnosis by the Independent Network Service ProviderORHP will not authorize the repair of a system or appliance if the Independent Network Service Provider advises us that it cannot be repaired With regard to your request for reimbursement for hotel and pet costs; please refer to page of the Plan that states: “GENERAL EXCLUSIONS: EWe are not responsible for a Service Provider’s neglect or delay; or their failure to provide service, repair or replacement; nor are we responsible for any delay in service, or failure to provide service, which may be caused by conditions beyond our control, such as, but not limited to, parts on order, labor difficulties, or weather.” That said, [redacted] at Universal HVAC believed that the only equipment that required replacement at this time was the air handler (without further diagnosis of the condenser once the air handler was installed)Based on his diagnosis, it appears the condenser may not have required replacement as was diagnosed by Four Seasons Since you advised us you hired Four Seasons on a retail basis to replace your air conditioner system, ORHP will provide you a settlement for the replacement of the air handler, in accordance with the terms of the PlanIn addition, and as a gesture of goodwill, ORHP will also provide you what our cost would have been to replace the condenser, if it would have been determined by Universal HVAC that it had to be replacedA check for $2,443.31, which represents our cost to replace your air handler and condenser, has been processed Please refer to page of the Plan that states: “We reserve the right to provide CASH IN LIEU of repair or replacement in the amount of our actual costPayment will be provided based on our negotiated rates with our Service Provider and/or Supplier network, which may be less than retailWe are not responsible for work performed once you accept cash in lieu of serviceTo ensure continued coverage of the system or appliance for which we provide a cash in lieu settlement, either during the current or future term of coverage between you and us, you must provide proof of repair or replacement that meets our reasonable satisfactionYou may send proof to [redacted] .” You should receive the check within days Best regards, [redacted] Plan Compliance Manager Old Republic Home Protection

Initial Business Response / [redacted] (1000, 5, 2014/03/03) */ Ms [redacted] Revdex.com Re: Plan # XXXXXXXX Dear Ms [redacted] , Regarding the service request for the garbage disposal; I have reviewed the file and on February 28th, 2014, the service request was dispatched to one of our independent network Service Providers; AM PM Plumbing Please inform Mr [redacted] if he has not heard from them to schedule an appointment, to please call them at XXX-XXX-XXXX for assistance If Mr [redacted] has any questions, please advise him to contact us at XXX-XXX-XXXX Sincerely, [redacted] Claims Manager Old Republic Home Protection Final Consumer Response / [redacted] (2000, 7, 2014/03/04) */ (The consumer indicated he/she ACCEPTED the response from the business.) 2nd call to this company resolved all concernsThe rep I spoke to most recently was very courteous and responsiveAlthough I would have preferred this level of service on my first call, I am now a satisfied customer I would have deleted my complaint altogether if I could

Initial Business Response / [redacted] (1000, 5, 2015/01/08) */ Ms [redacted] Revdex.com Re: Plan XXXXXXXX Dear Ms [redacted] , Regarding the service request for the air conditioner, and the Trade Call Fee; on behalf of Old Republic Home Protection (ORHP) and its employees, please extend our sincere apologies for the circumstances outlined in 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 I have reviewed the file and my associate, Ms [redacted] will contact Ms [redacted] and provide assistance resolving this situation If Ms [redacted] has any questions, Ms [redacted] can be contacted at XXX-XXX-XXXX ext [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

This company is horrible They keep putting a bandaid on my HVAC costing me several "trade fees" rather than replace They offer a buy out which is about 10% of replacement just so they get out from under it Their contractors are bottom of the barrel companies that are bottom feeders Late/missed appointments, fast response after job assigned then turns to horrible service I will not renew with this company

Initial Business Response / [redacted] (1000, 5, 2015/08/24) */ Ms [redacted] Revdex.com RE: Plan # XXXXXXXX Dear Ms [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 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 According to the file, my associate, Ms***, has been assigned to review the service request, and will follow up with Mr [redacted] to discuss the Plan coverageIf Mr [redacted] has any questions, please advise him to contact Ms [redacted] at XXX-XXX-XXXX Ext [redacted] for assistance ORHP appreciates Mr [redacted] taking the time to provide his opinion and perspective of his service experience, which in turn, provides ORHP the opportunity to improve the service we provide to our customers Best regards, [redacted] Plan Compliance Manager Old Republic Home Protection Initial Consumer Rebuttal / [redacted] (2000, 7, 2015/08/27) */ (The consumer indicated he/she ACCEPTED the response from the business.) I concur with the responseIt is just unfortunate that it had to go to the Revdex.com to resolve any issues Thank you Old Republic for resolving the issue

Initial Business Response / [redacted] (1000, 5, 2015/01/13) */ [redacted] Revdex.com Re: Plan XXXXXXXX Dear Ms [redacted] , Regarding the service requests for the air conditioning ducts and pool filter, and payment of the Trade Call Fees; I have reviewed the file and the following is a brief summary of the service requests 07/02/Service request: air conditioner is not blowing cool air Dispatched: JDS Heating & Air 07/07/Status: the technician diagnosed the evaporative coil needs to be cleaned and there were holes in the duct insulationMy associate, Mr [redacted] spoke with Ms [redacted] and informed her of the diagnosisMs [redacted] advised Mr [redacted] that she would have the repair completed by an Out-Of-Network Contractor (OONC) and if there were any discrepancies in the diagnosis that she would contact us As of today, we have not received a call from Ms [redacted] regarding this service request Please refer to page of the Plan titled Limitations of Liability under General Limitations that states: "This Plan does not cover: Broutine maintenance and cleaning." Also, please refer to page of the Plan under Heating System/Ductwork Coverage that states: "Not Covered: insulation " 11/10/Service request: the pool filter is leaking water Dispatched: Aqua Brite Pool & Spa Status: the technician diagnosed that improper fittings were used on the pool filter, which has caused the filter to leak water Please refer to page of the Plan titled Limitations of Liability under General Limitations that states: "This Plan does not cover: EImproper repair/installation/modification of the covered item." 11/25/My associate, Ms [redacted] , spoke with Ms [redacted] who advised us that she would obtain the opinion of an OONC and provide it to us for review 12/03/Old Republic Home Protection (ORHP) received the diagnosis and estimate from Ms***'s OONC for review 01/12/The invoice reviewed by Mr [redacted] Call Center Supervisor, indicated the pool filter had failed from wear, and must be replacedMr [redacted] has contacted Ms [redacted] and informed her that ORHP will send her a check for $which represents the estimate from the OONC that diagnosed the pool filter With regard to the Trade Call Fees, 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." On behalf of ORHP and its employees, please extend our sincere apologies for the circumstances outlined in Ms***'s letter ORHP, like other home warranty companies, uses Independent Network Service Providers to service our Plan HoldersAlthough efforts are made to dispatch qualified Service Providers that can provide quality service, occasionally circumstances occur that are unacceptable to ORHP and our Plan Holder I assure you, ORHP employees value the trust each of our Plan Holders place in us to resolve their service request in a timely and professional manner and when this does not occur, steps are taken to review what went wrong and implement improvement Based on the information 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 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 Sincerely, [redacted] Claims Manager Old Republic Home Protection Initial Consumer Rebuttal / [redacted] (2000, 8, 2015/01/15) */ (The consumer indicated he/she ACCEPTED the response from the business.) This is not what occurred I had the coils cleaned and the insulation repairedThe service provider was only there to fix the duct workIf you read the statement you would have seen that my complaint only involved what was coveredSee page under standard coverage that sites ductwork and associated indoor heating equipment , heat pump, refrigerant lines if necessary as part of a covered replacement we will upgrade a heat pump ectAre coveredSince you want to skirt the issue I will reopen the first complaint

Initial Business Response / [redacted] (1000, 5, 2014/09/16) */ [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 [redacted] provided, I have taken personal responsibility to address the issues outlined with the Service Provider and individuals involved, ensuring they understand the result of their actions and comments According to the file, my associate, Ms [redacted] is following on this service request to ensure it is resolved in a timely manner If Mr [redacted] has any questions, please inform him to contact Ms [redacted] at XXX-XXX-XXXX ext [redacted] for assistance ORHP appreciates [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