Old Republic Home Protection Company

Initial Business Response / [redacted] (1000, 5, 2014/07/18) */ 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 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, and based on the circumstances that occurred; ORHP has agreed to reimburse Mr [redacted] $86.14, which represents the balance for the repair of his refrigeratorPlease advise Mr [redacted] I have processed a check, and it will be mailed to him within the next ten business days ORHP appreciates Mr [redacted] taking the time to provide his opinion and perspective of his service experience, which in turn, provides ORHP the opportunity to improve the service we provide to our customers Best regards, [redacted] Claims Manager Old Republic Home Protection Initial Consumer Rebuttal / [redacted] (2000, 7, 2014/07/21) */ (The consumer indicated he/she ACCEPTED the response from the business.) It turns out that ORHP does actually care what their customers thinkI am glad this was taken care of properly, I am a bit surprised to be honestCustomer Service is what keeps a business running and when your employees are lacking in that department, I think that the company should know Thank you Old Republic Home Warranty for stepping up and taking responsibility for the short-comings of select employees in your company, I appreciate the time, the apologies, and the remaining portion of the reimbursementThis warrants a second chance in my opinion

Initial Business Response / [redacted] (1000, 5, 2014/06/30) */ Ms [redacted] Revdex.com Re: Plan # XXXXXXXX Dear Ms [redacted] , Regarding the service request for the heat pump pool heater; 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 I have reviewed the file that indicates ORHP was informed the pool heater was a heat pump, and not a standard gas pool heater, after the repair was completedHad Mr [redacted] , or his out-of-network Contractor, informed us prior to initiating repairs this was a heat pump pool heater, we would have informed Mr [redacted] the Plan specifically excludes this type of pool heater Please refer to page of the Plan under Swimming Pool/Spa Equipment that states: "Not Covered: heat pump" We apologize the terms and conditions of the Plan do not provide coverage in this situationWhile the intent of ORHP is to provide as much coverage as possible, the Plan is not all inclusive and there are limitations which are standard in the home warranty industry If Mr [redacted] has any additional questions, please advise him to contact us at XXX-XXX-XXXX for assistance Best regards, [redacted] Claims Manager Old Republic Home Protection Initial Consumer Rebuttal / [redacted] (3000, 7, 2014/07/03) */ (The consumer indicated he/she DID NOT accept the response from the business.) Unfortunately the issue is not what Mr [redacted] is statingThe issue is that after a long conversation and explanation of the diagnosis of my repairs I was told a few times (to be specific) that I have nothing to worry about and that to go ahead and make the repairs and we will reimburse you (I'm not going to ignore the instructions that were given to me separate times)Not that after you make the repairs we will further evaluate the situation and determine whether or not we willIf they do not cover specific types of water heaters or pumps shouldn't that be something you ask or clear up before you give the go ahead on repairs and reimbursementsIt's like an auto insurance telling you go ahead and fix your car and we'll reimburse you and then when you're done you tell them oh well your car is a honda sorry we don't cover hondasOnce again this is a poor attempt at a resolution and a complete lack of accountability on their partIt is very poor customer service to continue to only blame your customers and it is a complete failure on old republic's part to keep a promise of services to their customer Final Business Response / [redacted] (4000, 9, 2014/07/07) */ Ms [redacted] , As mentioned in our previous response, we apologize the terms and conditions of the Plan do not provide coverage in this situationPlease inform Mr [redacted] as a matter of goodwill, ORHP will agree to reimburse him the $diagnosis fee quoted by his Out-0f-Network Contractor , and we will also waive deducting the $Trade Call Fee ORHP values Mr [redacted] as a customer, and we hope to have another opportunity during the terms of his Plan to provide the service he wants and deserves Sincerely, [redacted] Claims Manager Old Republic Home Protection Consumer Response / [redacted] (3000, 16, 2014/08/01) */ The have still not reimbursed me what tey promised in the Revdex.com response Business Response / [redacted] (4000, 18, 2014/08/04) */ Ms [redacted] , Please inform Mr [redacted] to mail me a copy of the invoice for the $diagnostic fee from his Out-Of-Network Contractor, and I will process the reimbursementHe can either mail the invoice to my attention at: Old Republic Home Protection P.OBox San Ramon, CA XXXXX or send a copy to the Revdex.com and you can forward it to mePlease reference Plan number XXXXXXXX if it is forward by the Revdex.com Please allow ten business days for the check to be mailed Sincerely, [redacted] Claims Manager Old Republic Home Protection

Initial Business Response / [redacted] (1000, 5, 2014/05/29) */ Ms [redacted] Revdex.com Plan # XXXXXXXX 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 to Mr [redacted] for the issues outlined in his letter Please inform Mr [redacted] that his service request was dispatched to Northeast Florida Heating and Air (phone number XXX-XXX-XXXX), the independent network Service Provider that serviced his home [redacted] 25th We apologize for any delay providing service and please inform him there will not be an additional Trade Call Fee since this service was requested within the day recall period If Mr [redacted] has any questions, please advise him to contact us at XXX-XXX-XXXX for assistance Sincerely, [redacted] Claims Manager Old Republic Home Protection Initial Consumer Rebuttal / [redacted] (3000, 7, 2014/05/31) */ (The consumer indicated he/she DID NOT accept the response from the business.) It's been days since I received an email from Old Republic stating that NE FL Heating & Air has been advised to contact me for an appointment to fix our a/c and I we still have not heard from themMeanwhile our a/c is only working intermittently, it's 90+ degrees out and we still have senior citizens and a newborn baby in the houseWhen I've previously tried to get NE FL H&A to come out on a weekend, they would only do so if advised that it was an emergency so we are most likely going to have to spend the weekend hoping that the a/c will come on when we need it to or plan to spend our weekend outside of the house seeking splice from the Florida heatApparently, there is no accountability or follow through with Old Republic and its subcontractors Final Business Response / [redacted] (4000, 9, 2014/06/04) */ Dear Ms [redacted] , Since Mr [redacted] require a Saturday appointment, please inform Mr [redacted] his service request has been re-dispatched to TLC Indoor Air Service (XXX-XXX-XXXX) and they will accommodate a Saturday appointmentIf Mr [redacted] has not heard from TLC today, please advise him to contact them directly for assistance On behalf of Old Republic Home Protection, we extend our sincere apologies for the delay Best regard, [redacted] Claims Manager Old Republic Home Protection

Initial Business Response / [redacted] (1000, 5, 2014/06/02) */ Ms [redacted] Revdex.com Re: Plan # XXXXXXXX Dear Ms [redacted] , Regarding the service request for the range; on behalf of Old Republic Home Protection (ORHP) and its employees, please extend our sincere apologies for the circumstances outlined in Mr [redacted] 's letter I spoke with Mrs [redacted] today, and I provided her the option of a replacement or cash settlement; Mrs [redacted] informed me she will contact ORHP before the end of the week with her decision If you have any questions, please contact me at your convenience Sincerely, [redacted] Claims Manager Old Republic Home Protection

Initial Business Response / [redacted] (1000, 8, 2014/05/02) */ Ms [redacted] Revdex.com RE: Plan # XXXXXXXX Dear Ms [redacted] , Regarding the service request for the garage door opener; on behalf of Old Republic Home Protection (ORHP) and its employees, please extend our sincere apologies for the circumstances outlined in 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 I have reviewed the file and according to Mr [redacted] 's Independent Out-Of-Network contractor, the garage door opener is operating as designed; however, the tension cables for the garage door are damaged and must be replaced Please refer to page of the Plan titled When You Need Us that states: "In accordance with the terms and conditions of the Plan, we will repair or replace systems and appliances mentioned as covered and we exclude all others." We apologize the terms and conditions of the Plan do not provide coverage in this situationWhile the intent of ORHP is to provide as much coverage as possible, the Plan is not all inclusive and there are limitations which are standard in the home warranty industry 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, 2015/11/20) */ Ms [redacted] Revdex.com RE: Plan # XXXXXXXX Dear Ms [redacted] , Regarding the service request for the gas 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 Mr [redacted] provided, I have taken personal responsibility to address the issues outlined with the Service Providers and individuals involved, ensuring they understand the result of their actions and comments I have reviewed the file that indicates my associate, Mr [redacted] , has spoken with Mr [redacted] , and will follow up to ensure his service request is resolved in a timely mannerIf Mr [redacted] has any questions, please advise him to contact Mr [redacted] at XXX-XXX-XXXX Ext [redacted] for assistance ORHP appreciates Mr [redacted] taking the time to provide his opinion and perspective of his service experience, which in turn, provides ORHP the opportunity to improve the service we provide to our customers Best regards, [redacted] Plan Compliance Manager Old Republic Home Protection Initial Consumer Rebuttal / [redacted] (3000, 7, 2015/11/24) */ (The consumer indicated he/she DID NOT accept the response from the business.) As of this date 11/24/am still having issues with my gas (hot water heater now will not keep pilot light lit)I have called the number and extension provided and have yet to ever get someone to answer that extensionI am on DAY without hot water to bathe or do dishesI still DO NOT BELIEVE the promises that ORHP CSM's make They will not respond in a any way in a timely manner, I have been put on hold every time I have called and many times for more than minutes before talking to yet another CSM that I have to explain all over again the issues, then usually placed ON HOLD AGAINORHP sent FOUR different plumbing companies out to fix my gas, and either the service provider sent was not allowed to required diagnostic testing to find the leak, or the service provider contracted by ORHP...just simply leftAgain, I am on DAY with NO HOT WATER the week of ThanksgivingI am sure all the ORHP personnel will have a nice holiday week, but am convinced they care little about their planholders Final Business Response / [redacted] (4000, 9, 2015/11/25) */ Dear Ms [redacted] , Regarding the service request for the water heater; please extend my sincere apologies to Mr [redacted] that the water heater has malfunctionedMy associate, Mr [redacted] , Call Center Senior Authorizer, has been assigned to follow up and resolve this service request Please advise Mr [redacted] if he has any questions to contact Mr [redacted] at XXX-XXX-XXXX Ext [redacted] for assistance Sincerely, [redacted] Plan Compliance Manager Old Republic Home Protection

Initial Business Response / [redacted] (1000, 5, 2016/01/04) */ Ms [redacted] Revdex.com Re: Plan # XXXXXXXX Dear Ms [redacted] , We understand that Mr [redacted] is dissatisfied with our decision to not renew his Plan In reviewing the coverage we've offered the past year, we received $for the Plan fee, and paid out over $6,in service cost, for a loss ratio in excess of 480%For that reason, we have made the decision to not offer renewal We apologize for any inconvenience this [redacted] cause Mr*** In the event Mr [redacted] wishes to maintain his home warranty coverage, he [redacted] want 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 While our goal as an organization is to serve others with a "People Helping People" philosophy, we hope Mr [redacted] can understand our position, and am sincerely sorry that we cannot offer a renewal for this home going forward Respectfully, Sales Support Department [redacted] Initial Consumer Rebuttal / [redacted] (3000, 7, 2016/01/05) */ (The consumer indicated he/she DID NOT accept the response from the business.) Old Republic still has not acknowledged that they never informed me of their decision not to renew my planThey waited for me to call with something needing repair prior to letting me know that my plan cannot be renewed I'm still waiting for their apology for this lack of notification and for them to admit that this was poor business ethics Final Consumer Response / [redacted] (3000, 25, 2016/01/14) */ (The consumer indicated he/she DID NOT accept the response from the business.) I'm still waiting for the President of Old Republic to call me to admit that their business is unethical and treated me (And other customers) unfairly I'm not sure what it takes to get the President of the company to call, but I will not stop until she does Final Business Response / [redacted] (4000, 28, 2016/01/15) */ Dear Ms [redacted] , The President of Old Republic Home Protection did provide Mr [redacted] an email responseOur previous response's outline our position Sincerely, [redacted] Plan Compliance Manager

Initial Business Response / [redacted] (1000, 5, 2014/06/13) */ Ms [redacted] Revdex.com Re: XXXXXXXX Covered Property: [redacted] CA XXXXX Dear Ms [redacted] On behalf of Old Republic Home Protection and its employees, please extend our sincere thanks to Mr [redacted] for being an Old Republic Plan HolderIt was a pleasure serving him the past few yearsUpon review of his file, we conclude that his 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 [redacted] increase upon renewal..." In the event Mr [redacted] wants to maintain his home warranty coverage, he may wish to contact another Home Warranty Company to obtain coverageWe recommend he visits 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 inform him not to call the NHSCA, as they do not recommend specific providers, and are not staffed to provide additional assistance Again, we apologize for any inconvenience Respectfully, Old Republic Home Protection Co., Inc

Initial Business Response / [redacted] (1000, 5, 2014/04/14) */ Ms [redacted] Revdex.com Re: Plan XXXXXXXX Dear Ms [redacted] , Regarding the service request for the pool pump; I have reviewed the file and on April 11th, 2014, we authorized the replacement of the pool pump If Mr [redacted] has any questions, please inform him to contact us at XXX-XXX-XXXX for assistance Sincerely, [redacted] Claims Manager Old Republic Home Protection Initial Consumer Rebuttal / [redacted] (2000, 7, 2014/04/17) */ (The consumer indicated he/she ACCEPTED the response from the business.) The day I filed this complaint I received a call from ORHPThey said the 2nd pool tech (the garage door and roof repair man) told them my lack of maintenance had caused the pool problem because we let the pool water drop too lowHe would repair it only IF I agreed to pay $850....WHAT??? OUR POOL WATER IS ALWAYS KEPT WHERE IT SHOULD BE...Its obvious this tech is trained to find anyway possible to deny a claim Sooo I AGAIN had to spend an enormous amount of time informing ORHP that it was this tech that tried previously to make repairs but was not successfulSo now, after they worked on it and made it worse , ORHP says it is NOT COVERED Finally after talking with several people they decided maybe it wasn't my fault and sent someone else out to work on it again The 3rd tech that showed up was a certified pool tech and did repair the equipmentThis tech was very professional and told me the other tech was crazy for stating I had caused the problemHe also confirmed the other tech had put a bunch of RTV or something on in my pump causing it to get worseRTV or silicon should never be used on pool gasketsThis guy tried to clean off all the crap the other tech used and did the repair the equipment I wish ORHP would have sent this certified pool guy out sooner...say weeks agoThey dont need to be sending their guy that works on garage doors and roofs to work on peoples pool equipmentMaybe I should send the guy that mows my yard to fix their PC For the record...The pump WAS NOT replaced as stated by the ORHP rep above, it was repairedIts working right now but I am concerned some of that RTV may still be in there and cause problems later If you have lots of time to take off work If you have the time energy to repeat the same story to different people at ORHP If your ok with the roofing guy filling your pool equipment with RTV and then blaming you if it doesn't work Then this is the right home warranty company for you

Initial Business Response / [redacted] (1000, 5, 2014/06/13) */ Ms [redacted] Revdex.com Re: Plan # XXXXXXXX Dear Ms [redacted] , Regarding the request for reimbursement for repairs to the refrigerator and 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 According to the file, my associate, Ms [redacted] has spoken with Mr [redacted] and will follow up to assist with resolving his request If Mr [redacted] has any questions, please inform him to contact Ms [redacted] at XXX-XXX-XXXX ext [redacted] ORHP appreciates Mr [redacted] taking the time to provide his opinion and perspective of his service experience, which in turn, provides ORHP the opportunity to improve the service we provide to our customers Best regards, [redacted] Claims Manager Old Republic Home Protection Initial Consumer Rebuttal / [redacted] (3000, 7, 2014/06/18) */ (The consumer indicated he/she DID NOT accept the response from the business.) Got a call from ORHPWas told they need more information before they can act of thisI had two bills one for the AC repair and the other for the refrigerator repairI was only able to find the AC paid in full invoice but I did find the dollar amount for the estimate for services for the refrigerator repair....additionally I submitted my bank statement which showed the name of the repair company and the dollar amount paidI also supplied the names and phone numbers of the repair companiesIn my opinion ORHP is stone-wallingI have noticed there have been approximately complaints lodged against this companyAlthough I realize some people take advantage and want something for nothing...over complaints is excessive and shows there are claims issues with this company Final Consumer Response / [redacted] (3000, 16, 2014/07/02) */ We received a call from ORHP while on vacation (we have just returned) stating they were waiting for a written inventory of services from the repair company before proceeding (this was not initially asked for)The statement complaints is insignificant due to the vast number of transactions (two million) does not help the folks who have issuesTwo million transactions is big business so addressing the portrayed small number of claims positively would be in the company's best interestA large portion of company's answers to claims is that parts of the failed items were not installed properly or improper maintenance was doneWhen folks purchase home warranties (like myself) they do not access the history or inner workings of appliances or unitsORHP should send an inspector to the home before a warrantee is granted but they do notOur claim is for a very reasonable amount and has been spanning over three monthsIt has now become doubtful our covered claim will be addressed or satisfiedI thank the Revdex.com for it's help in this matter Final Business Response / [redacted] (4000, 34, 2014/08/29) */ Ms [redacted] , Please inform Mr [redacted] that once my associate, Ms***, receives the requested information, she will complete her review Ms [redacted] can be contacted at XXX-XXX-XXXX ext [redacted] if Mr [redacted] has any further questions Sincerely, [redacted] Old Republlic Home Protection

Initial Business Response / [redacted] (1000, 5, 2015/09/10) */ Plan XXXXXXXX Dear Ms [redacted] , Regarding the renewal eligibility of the Plan for Ms***; according to the Plan file and a review of the coverage we've offered over the last two years, we have received $1,in Plan fees, and paid out almost $3,in service cost, for a loss ratio in excess of 160%For that reason, we have made the decision to not offer renewal We apologize for any inconvenience this [redacted] cause Ms*** In the event Ms [redacted] wishes to maintain her home warranty coverage, she [redacted] wish to contact another Home Warranty Company to obtain 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 While our goal as an organization is to serve others with a "People Helping People" philosophy, we hope Ms [redacted] can understand our position, and am sincerely sorry that we cannot offer a renewal for this home going forward Respectfully, [redacted] Plan Compliance Manager Old Republic Home Protection

Initial Business Response / [redacted] (1000, 5, 2015/07/06) */ Ms [redacted] Revdex.com Re: Plan # XXXXXXXX Dear Ms [redacted] , Regarding the service request for the clothes washer and dryer; on behalf of Old Republic Home Protection (ORHP) and its employees, please extend our sincere apologies for the circumstances outlined in Ms [redacted] 's letter ORHP, like other home warranty companies, uses Independent Network Service Providers to service our Plan HoldersAlthough efforts are made to dispatch qualified Service Providers that can provide quality service, occasionally circumstances occur that are unacceptable to ORHP and our Plan Holder I assure you, ORHP employees value the trust each of our Plan Holders place in us to resolve their service request in a timely and professional manner and when this does not occur, steps are taken to review what went wrong and implement improvement Based on the information Ms [redacted] provided, I have taken personal responsibility to address the issues outlined with the Service Provider and individuals involved, ensuring they understand the result of their actions and comments According to the file, my associate, Mr [redacted] has spoken with Ms [redacted] and will follow up to resolve her service request in a timely mannerIf Ms [redacted] has any questions, please advise her to contact Mr [redacted] at XXX-XXX-XXXX extfor assistance ORHP appreciates Ms [redacted] taking the time to provide her opinion and perspective of her service experience, which in turn, provides ORHP the opportunity to improve the service we provide to our customers Best regards, [redacted] Claims Manager Old Republic Home Protection Initial Consumer Rebuttal / [redacted] (2000, 7, 2015/07/10) */ (The consumer indicated he/she ACCEPTED the response from the business.) I did receive a call, on July 2, from LyndellI do not know if this is the MrMcKenzie referred to aboveHe did apologize, took full responsibility and stated that they would replace my washer and dryer, with one of equal value or similar optionsOn July 3, I called to discuss my opinion of the replacement washer and dryer I was offeredI was then given the option of them issuing me a check, for a certain dollar amount, in lieu of them sending replacementsI chose to take the money and replace them myselfI have been told that it will take 12-business days for a check to be issuedI am still waiting on the checkIf they follow through with their promisesI will be satisfied Thank you so much for your help in resolving this matter [redacted]

Initial Business Response / [redacted] (1000, 5, 2015/10/29) */ 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] ' 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***, has been assigned to review and resolve the service requestPlease advise Mr [redacted] 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