Old Republic Home Protection Company

Ms [redacted] Revdex.comRe: Plan [redacted] Dear Ms [redacted] ,Regarding the service request for the dishwasher; I have reviewed the file that indicated on March 22, 2016, my associate, Ms [redacted] , spoke with Ms [redacted] , and she advised her that the dishwasher had not operated properly since the effective date of the PlanPlease refer to page of the Plan that states:"We will provide service for covered systems or appliances which malfunction, and arereported, during the term of the Plan that:B) Were correctly installed and working properly on the effective date of the Plan, andC) Have become inoperable due to wear and use (including rust, corrosion, andchemical or sediment build-up), after the effective date of coveragePre-existingconditions are not covered."Please extend our apologies to Ms [redacted] that the terms and conditions of the Plan do not provide coverage in this situationWhile the intent of ORHP is to provide as much coverage as possible, the Plan is not all inclusive and there are limitations which are standard in the home warranty industry.If Ms [redacted] has any additional information she believes should be considered, please advise her to provide it to me for reviewSincerely, [redacted] Plan Compliance ManagerOld Republic Home Protection

Initial Business Response / [redacted] (1000, 5, 2015/01/30) */ 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 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 reviewed the file which indicates that the repair of the dishwasher was completed on January 26, 2014, and was operating as designed ORHP appreciates Mr [redacted] taking the time to provide his opinion and perspective of his service experience, which in turn, provides ORHP the opportunity to improve the service we provide to our customers If Mr [redacted] has any questions, please advise him to contact us at XXX-XXX-XXXX for assistance Best regards, [redacted] Claims Manager Old Republic Home Protection

Initial Business Response / [redacted] (1000, 5, 2014/06/03) */ Ms [redacted] Revdex.com 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 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 With regard to Ms [redacted] 's request for reimbursement of food loss as the result of the delay receiving repair parts; please assure Ms [redacted] that ORHP makes every effort to obtain parts in a timely manner, and we have limited control regarding delays receiving parts Please refer to page of the Plan titled Limitations of Liability under General Exclusions 4.Ethat states: "We are not responsible for a Contractor'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 caused by conditions beyond our control, such as parts on order or labor difficulties." ORHP appreciates Ms [redacted] taking the time to provide her opinion and perspective of her service experience, which in turn, provides ORHP the opportunity to improve the service we provide to our customers Best regards, [redacted] Claims Manager Old Republic Home Protection Initial Consumer Rebuttal / [redacted] (2000, 7, 2014/06/04) */ (The consumer indicated he/she ACCEPTED the response from the business.) After speaking with a representative on June 3rd, I was told they would offer me a refund of $This is the initial amount I paid for the service visit in AprilAlthough it will not cover all of the food and time I lost it does show that they care and are making an effort to resolve the problem

Initial Business Response / [redacted] (1000, 5, 2014/09/03) */ Ms [redacted] Revdex.com Re: Plan XXXXXXXX Dear Ms [redacted] , Regarding the denial of coverage for the air conditioner; I have reviewed the file and confirmed the Plan was ordered by Ms [redacted] 's Real Estate Agent, [redacted] *** on [redacted] and Ms [redacted] was mailed a confirmation letter that the order was receivedHowever, Old Republic Home Protection did not receive payment of the Plan fee when the property closed escrow, therefore, the Plan did not become active As a result, when Ms [redacted] placed a service request on [redacted] she was informed the Plan fee was not paid, and the Plan was not in effectI have confirmed the Plan has now been paid, and the effective date of the Plan will be [redacted] We apologize that we are unable to provide coverage for Ms [redacted] air conditioner since the Plan was not in effect when service was requested With regard to the water damage as the result of the air conditioner leaking water; please inform Ms [redacted] the Plan does not cover for consequential and secondary damages If MsOudenaren has any questions regarding her Plan, please advise her to contact us at XXX-XXX-XXXX for assistance Sincerely, [redacted] Claims Manager Old Republic Home Protection

Initial Business Response / [redacted] (1000, 5, 2014/03/10) */ Ms [redacted] Revdex.com RE: Plan # XXXXXXXX Dear Ms [redacted] , Regarding the service request for the heating system; on behalf of Old Republic Home Protection (ORHP) and its employees, please extend our sincere apologies for the circumstances outlined in 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 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 ORHP values Mr [redacted] as a customer, and we hope he realizes the value of the Plan and the many benefits it providesIf Mr [redacted] still wishes to cancel his Plan, please advise him to mail a written request to ORHP, or fax the request to XXX-XXX-XXXX, and the Plan will be cancelled in accordance with the terms and conditions of the Plan 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 regard, [redacted] Claims Manager Old Republic Home Protection Initial Consumer Rebuttal / [redacted] (3000, 7, 2014/03/12) */ (The consumer indicated he/she DID NOT accept the response from the business.) I will accept the policy cancelation with the refund of my policyAfter the refund is receive I will except the closer of the claim Final Business Response / [redacted] (4000, 9, 2014/03/14) */ Ms [redacted] Please inform Mr [redacted] I have forward his request to cancel his Plan, to our Accounting DepartmentAny refund of the Plan fee will be mailed within ten business days If Mr [redacted] has any questions, please inform him to contact the Accouting Department at XXX-XXX-XXXX for assistance Sincerely, [redacted] Claims Manager Old Republic Home Protection Final Consumer Response / [redacted] (2000, 11, 2014/03/19) */ (The consumer indicated he/she ACCEPTED the response from the business.) Thank you!!

Initial Business Response / [redacted] (1000, 5, 2015/07/24) */ Ms [redacted] Revdex.com Re: Plan XXXXXXXX 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 two yearsUpon review of his file, we concluded that his Plan is ineligible for renewalWe apologize for any inconvenience this [redacted] cause Please refer to page of the Plan under RENEWALS that states: "Renewals: The Plan will be renewed at our discretionIf your Plan is eligible for renewal, we will notify you of the Plan fee and terms of renewal approximately days prior to expiration of coverageTo ensure there is no lapse of coverage, payment must be received prior to Plan expirationPlan fees [redacted] increase upon renewal." In the event Mr [redacted] wants to maintain his home warranty coverage, he [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 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 you Respectfully, Old Republic Home Protection Co., Inc Initial Consumer Rebuttal / [redacted] (3000, 7, 2015/07/31) */ (The consumer indicated he/she DID NOT accept the response from the business.) I deserve the reason for not renewal and they should have sent me this in writingHow do they expect me to keep up with renewal dates-this is an act of "bad business" policyThey have the nerve to cancel after a few claitherefore, they are in the business to insure you until you make a claim and then drop you! They sent out a refrigerator repair man who dented my year old expensive LG French door unit ($2,400-retail) and I had lots of issues until they fixed the door and still not like prior when they cameIf this was the reason for non-renewal, this is fraudulent business to take money and drop you if you make any claims!! Final Business Response / [redacted] (4000, 9, 2015/08/03) */ Ms [redacted] , As expressed in our previous response, please extend our sincere apologies for any inconvenience to Mr***If he wishes to obtain a home warranty, we suggest he contact the National Home Warranty Association website at homeservicecontract.org for a list of reputable companies Sincerely, [redacted] Claims Manager Old Republic Home Protection Final Consumer Response / [redacted] (4200, 13, 2015/08/04) */ (The consumer indicated he/she DID NOT accept the response from the business.) This is not a reasonable response!! If an insurance company of any kind decided to drop a customer after a few small claims, I understand it is their choice; however, it does need to be in writing that they will not renew the contract and state the reasonThis company signs home owners up for home warranties then drops them as soon as they make claims-that doesn't sound like a company that should stay in business, similar to health insurance to drop a patient after they become illTHis is not how to run a business- BUYER BEWARE!!!

Initial Business Response / [redacted] (1000, 5, 2015/12/07) */ Ms [redacted] Revdex.com Plan XXXXXXXX Dear Ms [redacted] , Regarding the service request placed on November 25, for the water heater; I have reviewed the file that indicates the Service Provider advised Old Republic Home Protection (ORHP) on November 25, 2015, that the water heater was still under manufacturer's warrantyBased on the information from the Service Provider, we advised Mr [redacted] that the Plan does not cover systems or appliances that are under a manufacturer's warranty Please refer to page of the Plan that states: "GENERAL LIMITATIONSTHIS PLAN DOES NOT COVER: FSystems, appliances or components covered by an existing manufacturer/ distributor/ or other warranty." Please extend our apologies to Mr [redacted] that the terms and conditions of the Plan do not provide coverage in this situationWhile the intent of 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 that he realizes the value of the Plan and the many benefits it provides If Mr [redacted] has any questions, please advise him to contact us at XXX-XXX-XXXX for assistance Sincerely, [redacted] Plan Compliance Manager Old Republic Home Protection

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 air conditioner; on behalf of Old Republic Home Protection (ORHP) and its employees, please extend our sincere apologies for the circumstances outlined in Ms***' 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, Ms [redacted] has spoken with Ms [redacted] and will follow up to ensure the service request is resolved in a timely manner If Ms [redacted] has any questions, please inform her to contact Ms [redacted] at XXX-XXX-XXXX ext [redacted] for assistance ORHP appreciates Ms [redacted] taking the time to provide her opinion and perspective of her service experience, which in turn, provides ORHP the opportunity to improve the service we provide to our customers Best regards, [redacted] Claims Manager Old Republic Home Protection Initial Consumer Rebuttal / [redacted] (3000, 7, 2014/07/21) */ (The consumer indicated he/she DID NOT accept the response from the business.) Old Republic home warranty did nothing but say they will speak with those involvedMy air stopped working yet again and they again tried to dispatch the same sub par contractor ACPROThis ticket number is XXXX-XXXXI called and told them this will NOT work for meThe other contractor came out and stated that I am lucky my entire house has not caught on fire yet as the entire thing was wired wrong and is now affecting all of my circuit breakers due to the reverse in wiringThis is causing the fan on the brand new unit to burn outThe home warranty company stated that this time I will have to take whatever settlement they provide even though this is still a result of the terrible job THEIR contractor didYet again I will be out more money and they did not refund me a pennyI spoke with Ms [redacted] today as recommended and this was her response Final Business Response / [redacted] (4000, 9, 2014/07/24) */ Ms [redacted] , I reviewed the file and my associate, Ms [redacted] left a message for both Mrand Mrs [redacted] on July 22nd, to resolve their service request Please inform Mr and Mrs [redacted] to contact Ms [redacted] at XXX-XXX-XXXX ext [redacted] for assistance at thier earliest convenience Sincerely, [redacted] Claims Manager Old Republic Home Protection Final Consumer Response / [redacted] (4200, 11, 2014/07/25) */ (The consumer indicated he/she DID NOT accept the response from the business.) First of all if they looked it is Ms [redacted] and Mr [redacted] We have played phone tag with the above mentioned We still have no resolveThis last time the problem was again cause by AC PRO the initial provider used by the home warrantyThey installed a drain line wrong, which meant nothing was draining and the unit was freezing upMs [redacted] stated the last time we spoke that I would again be responsible for yet another service call fee $and they( old republic) will only pay their chosen dollar amountWe are waiting for the contractor to submit the invoice and then I plan to fight for them to pay it all yet againIt is always the same thingHours on the phone due to their choosing a faulty provider and hours fightingAgain I am already out over $and they refuse to give any back and are , at this point, stating I will have to pay more out of pocketI am not going to be bullied by this home warranty companyPlease investigate them!

[redacted] Revdex.com black">RE: Plan # [redacted] Dear [redacted] , Regarding the service request for the plumbing stoppage; on behalf of Old Republic Home Protection (ORHP) and its employees, please extend our sincere apologies for the circumstances outlined in [redacted] letter ORHP, like other home warranty companies, uses Independent Network Service Providers to service our Plan HoldersAlthough efforts are made to dispatch qualified Service Providers that can provide quality service, occasionally circumstances occur that are unacceptable to ORHP and our Plan Holder I assure you, ORHP employees value the trust each of our Plan Holders place in us to resolve their service request in a timely and professional manner and when this does not occur, steps are taken to review what went wrong and implement improvement According to the file, my associate, [redacted] , has spoken with [redacted] and has processed the reimbursement for the stoppage repair completed by an Out-of-Network Contractor If [redacted] has any questions, please advise him to contact [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] (1000, 5, 2015/08/17) */ Plan XXXXXXXX Ms [redacted] , I spoke to Ms [redacted] on August 13, to provide assistance and a resolution; she advised me that if I can be of assistance, she will contact me after August 17th Sincerely, *** [redacted] Claims Manager Old Republic Home Protection

Buyer beware....as a new home buyer it's was recommended to ensure we had coverage of our home for protection of something happening unexpected so we decided to go with Old Republic for our coverageWe have had this coverage for yr and within this one yr it has been nothing but drama and poor servicesThe customer service within their company and the people that they contract with are slow to fix problems and are rude when addressing concernsWhile we are glad we had coverage boy was dealing with them stressful within our year we had to have them come out and fix our washer, we had heating problems and last but not least had to get a new central air unit put in which all was doneSo we decided let's just go ahead and renew our services despite better judgment when we called to do this we were told that we couldn't be renewed and no other information was provided and rudely informed mind youAfter requesting to speak to a supervisor she was no better in which we asked to speak to the to someone else in authorityAfter being sent to someone else of higher position they appeared very nice and helpful but did note the same issues noted with us not being renewedAfter she looked into the matter she advised us that because we had used the services and they had paid out $for repairs that they no longer was able to allow us to be renewed with themWe were so bothered by this because this is why people get insurance but what they want is for people to pay there hard earned money but not use the services or at least not have to spend moneyWe did everything we were suppose to do paid our trade fees, paid whatever our balanced owed etcPeople should be aware what type of company they are dealing with if they choose to go with themThey provide no comfort or piece of mindI will say it is noted in small print that they have the discretion to renew your policies if they wantJust be mindful if they spend money on you more than likely you won't be renewed

Initial Business Response / [redacted] (1000, 5, 2014/03/06) */ Ms [redacted] Revdex.com Plan # XXXXXXXX Dear Ms [redacted] , Regarding the service request for the water heater; I have reviewed the file and both independent network Service Providers dispatched by Old Republic Home Protection (ORHP) to service the water heater informed us the 100-gallon water heater was leaking and had to be replacedHowever, in order to meet local code requirements, the water heater must be upgraded to a 100-gallon commercial water heater Since the Plan does not cover to upgrade systems or appliances, Mr [redacted] was provided a cash settlement of $1,140, which represented our cost for a residential 100-gallon water heater Please refer to page of the Plan titled Limitations of Liability under General Exclusions 4.Bthat states: "If additional costs are incurred in order to comply with regulations, we will not be responsible for the added expense." In addition, please refer to page of the Plan titled When You Need Us 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 service." We apologize the terms and conditions of the Plan do not provide coverage in this situationWhile the intent of the 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 information he believes should be considered, please inform him to provide it to me for review Sincerely, [redacted] Claims Manager Old Republic Home Protection Initial Consumer Rebuttal / [redacted] (3000, 7, 2014/03/14) */ (The consumer indicated he/she DID NOT accept the response from the business.) 1- It is not true that the local codes requires that the water heater had to be upgraded to a 100-gallon COMMERCIAL water heaterI already checked that with the Anaheim city and the staff in the Anaheim city confirmed to me that was not a requirement because my property is a units and a 4-unit building is considered by the city as a residential property not a commercial property I already communicated that fact the the ORHP and asked them to verify that with the city of Anaheim themselves 2- A cash settlement for a 100-gallon water for $is not realisticThat amount is arbitrary and is too low which tantamounts to a ripp-offORHP reserves a right to provide CASH IN LIEU, with an amount which is unfair to its clients is the core of the issueThat was bad business practices I had to pay $for the water heater and accessories and $for installationORHP only refunded me for $and it also wanted me to pay it another $for the diagnosticsThat what the complaint is about Final Business Response / [redacted] (4000, 15, 2014/04/14) */ Ms [redacted] Revdex.com Dear Ms [redacted] , Pleaae inform Mr [redacted] to provde us a copy of the closing document that reflects the size of each unit in the four-plex, along with the number of bedrooms and bathrooms in each unitI will need this information for my review Sincerely, [redacted] Old Republic Home Protection Final Consumer Response / [redacted] (4200, 11, 2014/03/27) */ (The consumer indicated he/she DID NOT accept the response from the business.) This response did not answer my complaint no#which is the refund amount is too low.How can a $compensation for a 100-gallon water heater is fair or a rip-off? That was my main complaint, and it was a core issueIf a compensation was fair then I did not bring out the complaintThe other issue was just a side issueI tried to contact city of Anaheim, but the staff was busy, I will try later thanks [redacted] ***

Initial Business Response / [redacted] (1000, 5, 2015/11/17) */ Ms [redacted] Revdex.com Re: Plan XXXXXXXX Dear Ms [redacted] , Regarding the service request for the heat pump, and payment of the Trade Call Fee; I have reviewed the file that indicated on November 14, 2015, Ms [redacted] requested service for her heat pump not operating properlyOld Republic Home Protection (ORHP) dispatched Pride Home Repair, and their technician diagnosed that the heat pump had no mechanical malfunction, and required cleaning Please refer to page of the Plan that states: "GENERAL LIMITATIONSTHIS PLAN DOES NOT COVER: BRoutine maintenance or cleaning." With regard to payment of the Trade Call Fee; 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." Please extend our apologies to Ms [redacted] that the terms and conditions of the Plan did 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 Ms [redacted] has any further needs for service, please advise her to contact us at XXX-XXX-XXXX for assistance Sincerely, [redacted] Plan Compliance Manager Old Republic Home Protection Initial Consumer Rebuttal / [redacted] (3000, 7, 2015/11/18) */ (The consumer indicated he/she DID NOT accept the response from the business.) I did not request service for a heat pumpI explained to the lady on the phone that smoke or steam was coming up from my unit and asked if that was coveredThe lady said it was.She put in whatever request it wasThe repairman said "I hate to tell you but this is completely normalIt is in defrost mode"The lady who answered the call should be educated enough to know that that was a process before scheduling an appointmentThey seem to have people answering the phones that have no knowledge of what they are doingPerhaps if they are going to have someone answering calls and making appointments they should actually have knowledge of heating and air, plumbing, or whatever the nature of the call might be.They just send someone so they get a trade fee for nothingI have since ripped the policy up and will not ever use this service againI have no knowledge of heating and air but do expect the people who work for this company and answers their phones to have knowledge so that I can be helped not ripped off Final Business Response / [redacted] (4000, 9, 2015/11/20) */ Ms [redacted] , Please advise Ms [redacted] our Customer Service Department representatives are not technicians and are not trained to diagnose repairs on the phone when a Plan Holder calls to place a service requestOld Republic Home Protection (ORHP) relies on the diagnosis from an Independent Network Service Provide to determine coverage That said, I understand Ms [redacted] frustration having to pay the Trade Call Fee (TCF), and as a gesture of goodwill, ORHP will refund the TCF for this service requestMs [redacted] should receive the check within days Please inform Ms [redacted] that in the future when she places a request for service, the TCF will need to be paid whether the service is covered or denied Sincerely, [redacted] Plan Compliance Manager Old Republic Home Protection

Initial Business Response / [redacted] (1000, 5, 2015/06/26) */ 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 [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 According to the file, my associate, Ms***, has dispatched Sears to provide their opinion regarding the dishwasher malfunction, and [redacted] follow up with Mr [redacted] to resolve his service requestIf Mr [redacted] has any questions, please advise him to contact Ms [redacted] at XXX-XXX-XXXX extfor 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, 2015/06/29) */ (The consumer indicated he/she DID NOT accept the response from the business.) Sending a second repairman days after the first repairman (which they chose) couldn't fix the problem is not a reasonable solutionI filed the claim on 5/and still have no operating dishwasherWhen [redacted] they simply replace it??? Final Business Response / [redacted] (4000, 9, 2015/06/30) */ Dear MsThomas, If Mr [redacted] has any questions, please advise him to contact Ms [redacted] at XXX-XXX-XXXX extfor assistance Sincerely, [redacted] Claims Manager Old Republic Home Protection Final Consumer Response / [redacted] (4200, 11, 2015/07/01) */ (The consumer indicated he/she DID NOT accept the response from the business.) I do not have a working dishwasher or a check for a replacement yet

Initial Business Response / [redacted] (1000, 5, 2014/07/07) */ Ms [redacted] Revdex.com Re: Plan #XXXXXXXX Dear MsThomas, Regarding the service request for the air conditioner, and the non-covered portion of the repair; I have reviewed the file that indicates in order to complete the installation of the air handler, the electrical and evaporative coil drain line must be brought up to code, the refrigerant lines must be flushed to accommodate 410a refrigerant, the condenser pad must be replaced to meet code, and the duct connection must be modified to accommodate the new equipment Please refer to page of the Plan titled Limitations of Liability under Permits and other Fees and General Exclusion 4.B that states: " You may be responsible for the payment of additional fees not covered according to the terms and conditions of the PlanThese fees may include, but are not limited to: The cost of permits and code upgrades[redacted] The cost of construction, carpentry or other modifications made necessary by existing or installing different equipment." "Except where noted, we do not pay for upgrades; components; or equipment required due to the incompatibility of the existing equipment with the replacement system; appliance; or component; or with new types of chemicals or material utilized to operate the replacement equipmentThis includes without limitation, differences in technology; refrigerant required, we cannot perform service until you complete corrective workIf additional costs are incurred in order to comply with regulations, we will not be responsible for the added expense." Please extend our apologies to Mr [redacted] that the terms and conditions of the Plan do not provide coverage in this situationWhile the intent of Old Republic Home Protection is to provide as much coverage as possible, the Plan is not all inclusive and there are limitations which are standard in the home warranty industry According to the file, my associate, Mr [redacted] has spoken with Mr [redacted] regarding his service requestIf Mr [redacted] has any questions, please inform him to contact Mr [redacted] at XXX-XXX-XXXX ext [redacted] for assistance Sincerely, [redacted] Claims Manager Old Republic Home Protection Initial Consumer Rebuttal / [redacted] (3000, 7, 2014/07/08) */ (The consumer indicated he/she DID NOT accept the response from the business.) After reading Old Republics response I am wondering if they actually read my complaintI made very clear concise references to their contract - which cannot be ignored and they again have responded with a pre-written canned response I will restate my contentions in another manner and hope that OLD Republic will actually read and actually think about my references to their contract this time Fact:Two techs have both stated that the air handler and condenser were broken and needed to be replaced.Page under Standard coverage states" )If necessary, as part of a covered replacement, we will upgrade an air conditioner system to federally mandated SEER standards When a condenser replacement is necessary, in order to maintain system operational compatibility and operating eciency that meets or exceeds that of the original equipment, we will replace any covered component as well as modify the plenum, indoor electrical, air handling transition, duct connections, and the installation of metering devices, as necessary SEER Coverage: For systems SEER or less, repair/replacement will beperformed with SEER equipment, including covered components required to ensure operational compatibility with existing equipment R410A Coverage: For units using Rrefrigerant, repair/replacement will be performed with R410A equipment when Rreplacement equipment is not available, including covered components required to ensure system operational compatibility." Further we had their Ultimate Protection Coverage which states on page "9) Air Conditioner: a) disposable filters, condensate drain pumps, secondary drain pans, window units, and costs related to refrigerant recapture, reclaim and disposal when required for diagnosis, repair or replacement b) Provide for the use of cranesto complete an A/C repair/replacement 10) Other Enhanced Coverage included in Ultimate Protection: When required to render a covered repair or replacement, we will: a) Provide up to $per Plan to correct code violations b) Provide up to $per occurrence for required permits c) Provide up to $per occurrence for the haul awayof a covered appliance, system or component when replacing that covered appliance, system or component d) Correct an improper installation/repair/modification of a system or appliance, or correct any mismatch condition in terms of capacity/efficiency in order to ensure system operational compatibilityCoverage does not apply if the cause of failure of the system or appliance is solely due to the improper installation/repair/modification or mismatch condition, or if the system is undersized relative to the square footage of the area being heated/cooledAll other terms and conditions of the Plan applyIf the improper installation/repair/modification or mismatch system is in violation of a code requirement, see 10a above Their contact supports my assertions and their response does not support their rebuttal as I have illustrated above They need to honor their written contract if they wish to maintain their advertised A+ status with the Revdex.com (Revdex.com)Twice I have stated clearly that I expect them to pay for what they stated they would in their contract I do not believe that this company is acting in good faith and my attorney will be contacting them if we cannot get this matter resolved via the Revdex.com Final Business Response / [redacted] (4000, 9, 2014/07/10) */ Ms [redacted] , I have reviewed the file that indicates my associate, Mr [redacted] has spoken with Mr [redacted] and as a gesture of goodwill; Mr [redacted] was informed that ORHP has agreed to pay an additional $toward the non-covered costs to complete the repair If Mr [redacted] has any questions, please inform him to contact MrDorchak at XXX-XXX-XXXX ext [redacted] for assistance Sincerely, [redacted] Claims Manager Old Republic Home Protection

Initial Business Response / [redacted] (1000, 5, 2015/01/21) */ Ms [redacted] Revdex.com Re: Plan # XXXXXXXX Dear Ms [redacted] , Regarding the service request the propane pool heater; on behalf of Old Republic Home Protection (ORHP) and its employees, please extend our sincere apologies for the circumstances outlined in Ms [redacted] ' letter ORHP, like other home warranty companies, uses Independent Network Service Providers to service our Plan 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 Please inform Ms [redacted] that her service request has been transferred to Elite Pool & Spa, and they will contact her to schedule an appointment to service her pool heaterIf she wishes to contact them directly, they can be contacted at XXX-XXX-XXXX If Ms [redacted] has any questions, please advise her to contact us at XXX-XXX-XXXX 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, 2015/02/04) */ (The consumer indicated he/she DID NOT accept the response from the business.) There have been steps made to resolve the issue since the initiation of this complaint; however, the issue has not been completely resolved, so I can't accept the response at this time Final Business Response / [redacted] (4000, 9, 2015/02/06) */ Dear Ms [redacted] , I confirmed with Steve at Elite Pool that the pool heater has been installed and the completion of the repair is pending the gas line installer returning to hook up the gasThe gas line installer is currently out of town and is scheduled to return on February 11, 2014; he will call our Plan Holder after the 11th to schedule an appointment If Ms [redacted] has any questions, please inform her to contact Elite Pool at (XXX) XXX-XXXX, or contact us at XXX-XXX-XXXX for assistance Sincerely, [redacted] Claims Manager Old Republic Home Protection Final Consumer Response / [redacted] (4200, 11, 2015/02/15) */ (The consumer indicated he/she DID NOT accept the response from the business.) The matter is still not resolvedThe gas line installer has yet to contact me after repeated attempts to contact him since the date listedSteve from Elite Pool has also tried to contact the gas line installer several times as well with no success

Initial Business Response / [redacted] (1000, 5, 2014/03/18) */ 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***'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 we have agreed, strictly as a matter of goodwill, to waive the $Trade Call Fee ORHP appreciates Mr***'s 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 regard, [redacted] Claims Manager Old Republic Home Protection Final Consumer Response / [redacted] (2000, 7, 2014/03/20) */ (The consumer indicated he/she ACCEPTED the response from the business.)

Initial Business Response / [redacted] (1000, 5, 2015/06/04) */ Ms [redacted] Revdex.com Re: Plan XXXXXXXX Dear Ms [redacted] , Regarding the service request for the air conditioner; please advise Ms [redacted] to provide me a legible copy of the invoice for the replacement of her condenser for my review On behalf of Old Republic Home Protection (ORHP) and its employees, please extend our sincere apologies for the circumstances outlined in Ms***'s letter ORHP, like other home warranty companies, uses Independent Network Service Providers to service our Plan HoldersAlthough efforts are made to dispatch qualified Service Providers that can provide quality service, occasionally circumstances occur that are unacceptable to ORHP and our Plan Holder I assure you, ORHP employees value the trust each of our Plan Holders place in us to resolve their service request in a timely and professional manner and when this does not occur, steps are taken to review what went wrong and implement improvement ORHP 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, 2015/06/15) */ (The consumer indicated he/she DID NOT accept the response from the business.) I wanted to clarify my response being no because their response did not state that they would reimburse out of pocket expenseI didn't want the claim closed until their check is received in handUpdate as of 6/15/- Old Republic has called us and they are issuing a check for the a/c repair that was doneThank you for your tremendous help to resolve this matterOnce we get the check, I will advise Revdex.com that the case is closedThank you, thank you, thank you!!!!! As a consumer...I definitely feel supported and protected by the Revdex.com!!!!! Final Business Response / [redacted] (4000, 9, 2015/06/17) */ Ms [redacted] , Please inform Ms [redacted] the check for $1,was mailed today Sincerely, [redacted] Claims Manager Old Republic Home Protection

Initial Business Response / [redacted] (1000, 5, 2014/11/12) */ [redacted] Revdex.com Re: Plan # XXXXXXXX Dear Ms [redacted] , Regarding the service request for the clothes washer; 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 reviewed the file that indicates on November 6, 2014, ORHP agreed to replace the clothes washer, and the replacement unit was ordered from G.EAppliances on November 7, My associate, Ms [redacted] has spoken with Mr [redacted] , and she will follow up to ensure the service request is resolved in a timely manner If Mr [redacted] has any questions or concerns, please inform 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 Business Response / [redacted] (1000, 5, 2014/07/03) */ Ms [redacted] Revdex.com Re: Plan # XXXXXXXX Dear Ms [redacted] , Regarding the service request for the air conditioner and water heater; on behalf of Old Republic Home Protection (ORHP) and its employees, please extend our sincere apologies for the circumstances outlined in Ms***'s letter ORHP, like other home warranty companies, uses Independent Network Service Providers to service our Plan HoldersAlthough efforts are made to dispatch qualified Service Providers that can provide quality service, occasionally circumstances occur that are unacceptable to ORHP and our Plan Holder I assure you, ORHP employees value the trust each of our Plan Holders place in us to resolve their service request in a timely and professional manner and when this does not occur, steps are taken to review what went wrong and implement improvement Based on the information Ms [redacted] provided, I have taken personal responsibility to address the issues outlined with the Service Provider and individuals involved, ensuring they understand the result of their actions and comments I have spoken with Ms***, and she is providing me the invoices from her Independent Out-Of- Network Contractor for my review 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