Old Republic Home Protection Company

Initial Business Response / [redacted] (1000, 5, 2014/06/19) */ [redacted] Revdex.com Re: Plan # XXXXXXXX Dear Ms [redacted] , Regarding the service request for the plumbing stoppage; I have reviewed the file that indicates the plumber from Service Pros diagnosed there is a grease stoppage in the drain line that must be cleared with hydro jet equipment through an accessible ground level cleanoutThe plumber informed us he is unable to locate an accessible ground level cleanout, and that it must be located or installed in order to complete the repair Please refer to page of the Plan under Plumbing Coverage that states: "Not Covered: In the event of a stop removal of toilet; and costs to locate, access or install a ground level clean-out." We apologize 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 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 Business Response / [redacted] (1000, 6, 2014/10/09) */ Ms [redacted] Revdex.com Re: Plan # XXXXXXXX Dear Ms [redacted] , Regarding the service request for the shower valve; on behalf of Old Republic Home Protection (ORHP) and its employees, please extend our sincere apologies for the circumstances outlined in Ms [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 Ms [redacted] provided, I have taken personal responsibility to address the issues outlined with the individuals involved, ensuring they understand the result of their actions and comments I have reviewed the file, and my associate, Ms [redacted] has spoken with Ms [redacted] , and will follow up to resolve his service request in a timely manner If Ms [redacted] has any questions, please inform him 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, 8, 2014/10/11) */ (The consumer indicated he/she DID NOT accept the response from the business.) I appreciate the response from the Claims Manager to my claim but I found out from the second conversation this week that Ms [redacted] (claims Supervisor) failed to tell me in order to cancel my plan with ORHP that I needed to submit a written cancellation letter to ORHPIf I had not spoke to Ms [redacted] the second time, I would not have received the refund check as Ms [redacted] stated that would arriving to my home address in to days from Sep Also it took my realtor to call the company for ORHP to start the same work orderThere needs to be some consistencies and continuity with how to be work professionally with customers across the board among supervisors as Ms [redacted] hasyears of serving all over the country and been to numerous military conflict operation, how are we suppose to focus on important military mission especially If the services we purchase for the sake of security of leaving our family behind, gives you issues95% of my time is spent on foreign and domestic land, I should not have to worry about my family and our home issuesAlso it has been couple of days since we've been contacted by a plumber, still the shower plumbing is not fixedSo between the first call to now it has been a little over two weeks the shower plumbing has been inoperation Final Business Response / [redacted] (4000, 10, 2014/10/15) */ Ms [redacted] , Please inform Ms [redacted] , that we were informed by the plumber that the repair part was ordered and had not arrived as of October 14, My associate, Ms [redacted] is following up to ensure the appointment to complete the repair is scheduled in a timely manner, once the part is availablePlease inform Ms [redacted] if she has any additional questions or concerns, to please contact Ms [redacted] at XXX-XXX-XXXX ext [redacted] for assistance Sincerely, [redacted] Claims Manager Old Republic Home Protection

Initial Business Response / [redacted] (1000, 5, 2014/11/12) */ 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***' letter I assure you, ORHP employees value the trust each of our Plan Holders place in us to resolve their service request in a 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 individual involved, ensuring she understands the result of their actions and comments I have reviewed the file, and since Mr [redacted] informed us that the leak at the base of the toilet was present prior to the effective date of the Plan, coverage does not apply in accordance with the terms and conditions of the Plan Please refer Mr [redacted] to page of the Plan titled When You Need Us that states: "We will provide service for covered systems or appliances which malfunction during the term of the Plan that: 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." 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 questions, please inform 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, 2014/12/22) */ Ms [redacted] Revdex.com Re: Plan XXXXXXXX Dear Ms [redacted] , Regarding the denial of coverage for the pipe leak and Ms***'s request to waive the $Trade Call Fee; please refer Ms [redacted] 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 sincere apologies to Ms [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 If Ms [redacted] has any questions, 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, 8, 2015/04/17) */ Ms [redacted] Revdex.com Re: Plan XXXXXXXX Regarding 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 [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 reviewed the file and confirmed payment of the Trade Call Fee was made on April 16, 2015, and the Plan is now current; please express my sincere apologies to Ms [redacted] that we did not receive the payment she advised us that she mailed to ORHP several months ago ORHP values Ms [redacted] as a customer, and we hope she continues to realize the value of the Plan and the many benefits it providesAs a gesture of goodwill, I have waived the $late fee for the Trade Call Fee 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 If Ms [redacted] has any questions, or experiences any issues in the future regarding payment of her Trade Call Fee, please advise her to contact me for assistance Best regards, [redacted] Claims Manager Old Republic Home Protection Initial Consumer Rebuttal / [redacted] (2000, 10, 2015/04/21) */ (The consumer indicated he/she ACCEPTED the response from the business.)

Initial Business Response / [redacted] (1000, 5, 2014/09/03) */ Ms [redacted] Revdex.com Re: Plan # XXXXXXXX Dear Ms [redacted] , Regarding the service request for the pool motor; 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 and confirmed the replacement of the pool motor has been completed, and the pool equipment is operating as designedIn addition, ORHP has agreed to honor Mr [redacted] 's request, and the Trade Call Fee has been waived 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, 2014/09/11) */ (The consumer indicated he/she ACCEPTED the response from the business.)

Initial Business Response / [redacted] (1000, 5, 2014/03/05) */ 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 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 Providers and individuals involved, ensuring they understand the result of their actions and comments I have reviewed the file and in order to complete the installation of the new furnace, there were additional costs the Plan Holder had to pay that were not covered by the PlanWe 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, there are limitations which are standard in the home warranty industry ORHP values Ms [redacted] as a customer, and we hope she realizes the value of the Plan, and the many benefits it provides 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] (3000, 7, 2014/03/06) */ (The consumer indicated he/she DID NOT accept the response from the business.) I do realize that all the work is done tru contractors and that my insurance does not cover the installationThat was not the problem I have with Old Republic Insurance, I feel I was mistreated because every time I would call Old Republic they would not help me with my situationAfter the initial phone call on the 11th they let the case goI called several times pleading for help and all they said was, Im sorry there is nothing we can doI was extremely frustrated because no one would help me and I called at least timesI was out of heat for days and Old Republic did not stand behind their insurance and customer serviceIm asking for the back because I was unfaily treated and that is the least they could do to make ammendsNo one should have suffered thru the cold of February like I didIt was totaly unacceptable Final Business Response / [redacted] (4000, 9, 2014/03/10) */ Ms [redacted] Revdex.com Dear Ms [redacted] , Please extend our sincere apologizers to Ms [redacted] for any inconvenience as the result of the service provided by the independent network Service Provider dispatched by Old Republic Home Protection (ORHP)Since we dispatch independent companies, we have limited control regarding the service they provide, and the Plan does not cover for delays that occur Please refer to page of the Plan titled Limitations of Liability that 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 values Ms [redacted] as a customer, and we hope she will realize the value of the Plan and the many benefits it provides If Ms [redacted] has an additional need for service during her Plan term, please advise her to contact us at XXX-XXX-XXXX for assistance Sincerely, [redacted] Claims Manager Old Republic Home Protection Final Consumer Response / [redacted] (4200, 13, 2014/03/11) */ (The consumer indicated he/she DID NOT accept the response from the business.) they didnt help meI would never reccomend this insurance to anybodyYou need to choose better contracters and need to stand behind the customer

Initial Business Response / [redacted] (1000, 10, 2014/03/10) */ Ms. [redacted] BBB Re: Plan # XXXXXXXX Dear Ms. [redacted] , Regarding the request from Mr. [redacted] for the reimbursement of $735 for the replacement of his dishwasher; I have reviewed the file and Old Republic Home Protection did... not authorize Mr. [redacted] to replace his dishwasher. Please refer to page 7 of the Plan titled When You Need Us that states: "We will not reimburse you for services performed without our prior authorization." With regard to the notation on Elite Appliance's invoice that he recommended replacement of the dishwasher; we called [redacted] at Elite Appliance, and he informed us when he diagnosed the dishwasher, it operated as designed. Mr. [redacted] reported an electrical shock occurred when touching the dishwasher, though [redacted] was unable to duplicate this symptom. Strictly for liability reasons, [redacted] wrote on the invoice that he recommended replacement of the dishwasher. The Plan provides coverage for covered systems or appliances reported as malfunctioning during the term of the Plan; in this case, there was no malfunction found with the dishwasher. Based on the model dishwasher Mr. [redacted] had in his home, ORHP's estimated replacement cost would have been $355. [redacted] has agreed, strictly as matter of goodwill, to provide Mr. [redacted] $200 toward the purchase of his new dishwasher. ORHP will mail a check to Mr. ***, on behalf of Elite Appliance, within the next ten business days. If Mr. [redacted] has any additional questions or the need to place a service request, please inform him to contact us at XXX-XXX-XXXX for assistance. Sincerely, [redacted] Claims Manager Old Republic Home Protection Initial Consumer Rebuttal / [redacted] (3000, 12, 2014/03/11) */ (The consumer indicated he/she DID NOT accept the response from the business.) Elite Appliance Repair came out and performed a good service call in good faith. They even waived the service call fee. Elite Appliance should NOT (even in good will) have to pay toward this dishwasher. The money needs to come directly from ORHP. Please advise. Final Business Response / [redacted] (4000, 14, 2014/03/13) */ Ms. [redacted] BBB Regarding the service request for the dishwasher; based on the circumstances that occurred, Elite Appliance was unable to confirm the existence of a malfunction that allegedly caused an electrical shock when the dishwasher was touched. The owner of Elite Appliance informed us the only reason he noted on the invoice he recommended replacement of the dishwasher, was to prevent liability, on his part, should the alleged symptom reoccur. Old Republic Home Protection would have authorized the repair or replacement of the dishwasher, providing Elite Appliance was able to duplicate, and confirm, a mechanical malfunction of the dishwasher. If the alleged symptom cannot be duplicated while the independent network Service Provider is at the home, we are unable to authorize repair or replacement. We are sorry if this situation resulted in any inconvenience for Mr. ***. Sincerely, [redacted] Claims Manager Old Republic Home Protection Final Consumer Response / [redacted] (4200, 16, 2014/03/14) */ (The consumer indicated he/she DID NOT accept the response from the business.) Ms. [redacted] I am not disputing that Elite Appliance could not duplicate the electrical shock. Nonetheless earlier in the week, the dishwasher shocked a 5 year old child twice, and myself once. It was worrisome enough for Elite Appliance to note that the dishwasher should be replaced. It was worrisome enough for me and my family to avoid potential tragedy if someone was hurt or worse. Therefore I replaced the dishwasher even though it exhibited no further signs of electrical shock. This is something that ORHP should refund; it is the reason that people purchase home warranties - to be protected from high cost home expenses. I am requesting, again, that ORHP refund the $735 I spent on a new dishwasher, or at the very least to find "middle" ground, split the cost with me. Thank you.

Initial Business Response / [redacted] (1000, 5, 2015/10/28) */ Ms [redacted] Revdex.com Re: Plan XXXXXXXX Dear Ms [redacted] , Regarding the denial of coverage for the clothes washer; I have reviewed the file that indicates the technician from Sunrise Home Services diagnosed that the clothes washer is approximately five years old, and the shock absorbers failed as the result of overloading the washing machine, and not from wear and use 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: C) Have become inoperable due to wear and use " 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 If Mr [redacted] has additional information he believes should be considered, please advise him to forward it to me for review Sincerely, [redacted] Plan Compliance Manager Old Republic Home Protection

Initial Business Response / [redacted] (1000, 5, 2015/04/01) */ Ms [redacted] Revdex.com Re: Plan XXXXXXXX Dear Ms [redacted] , Regarding the denial of coverage for the electrical repair of the clothes dryer outlet; I spoke with [redacted] at AA Electrical & Plumbing, and he advised me that he diagnosed there was no electrical wiring to the clothes dryer outlet; someone had re-routed the two volt circuits for a light and refrigerator [redacted] installed wiring for the dryer outlet and restored power 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: 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." Please extend our sincere apologies to Ms [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 If Ms [redacted] has any questions, please advise her to contact us at XXX-XXX-XXXX for assistance Sincerely, [redacted] Claims Manager Old Republic Home Protection Initial Consumer Rebuttal / [redacted] (2000, 7, 2015/04/03) */ (The consumer indicated he/she ACCEPTED the response from the business.) ***, Thanks for providing me the details of the plan that applies to my situationHad this been done in response to my emails to [redacted] @ohrp.com or my phone calls, I would not have gone ahead with the complaint in the first placeI think that you should notify the claimants of your decision with all the details earlier than in response to Revdex.com complaintsBecause, the devil is in the detailsI had filed for the claim even before I received the Protection Plan documents and terms of service, so there was no way for me to know whether my claim would go through or not ***

Initial Business Response / [redacted] (1000, 5, 2015/06/19) */ Ms [redacted] Revdex.com Re: Plan XXXXXXXX Dear Ms [redacted] , Regarding the service request for the air conditioner and spa; on behalf of Old Republic Home Protection (ORHP) and its employees, please extend our sincere apologies for the circumstances outlined in Ms [redacted] 's letter ORHP, like other home warranty companies, uses Independent Network Service Providers to service our Plan HoldersAlthough efforts are made to dispatch qualified Service Providers that can provide quality service, occasionally circumstances occur that are unacceptable to ORHP and our Plan Holder I assure you, ORHP employees value the trust each of our Plan Holders place in us to resolve their service request in a timely and professional manner and when this does not occur, steps are taken to review what went wrong and implement improvement Based on the information Ms [redacted] provided, I have taken personal responsibility to address the issues outlined with the Service Provider and individuals involved, ensuring they understand the result of their actions and comments I have reviewed the file that indicates the repair of the air conditioner was completed by Air Supply Cooling, and the air conditioner is cooling as designedIf Ms [redacted] requires service to the air conditioner, please advise her to contact us at XXX-XXX-XXXX for assistance With regard to the spa; the file indicates that Desert Valley Pool was unable to locate a leak when they provided service, and when we spoke to Mr [redacted] on [redacted] 5, 2015, he advised us that the leak was intermittent, and he would contact us back if he required serviceWe have not heard from Mr [redacted] regarding this matterIf the leak has reoccurred, please advise Ms [redacted] to contact me at XXX-XXX-XXXX ext***, and I will contact an Independent Network Service Provider to provide a diagnosis 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, 2015/07/05) */ (The consumer indicated he/she DID NOT accept the response from the business.) While I appreciate Mr [redacted] 's offer of assistance, I am frustrated by my recent encounter with himHe was incredibly disrespectful to both my husband and myself, which was a bit shocking as we've interacted with relatively polite people since having issuesMr [redacted] on the other hand was out and out rudeFurthermore he misrepresented the spa issue as my husband called to complain about the lack of serviceAdditionally, the service provider did not do their job, so they should not have charged usHowever, even though the service provider admitted as much and did not even ask us to sign, Old Republic did charge us a feeMr [redacted] misrepresented both the report and my husband's response in his statement aboveAlso, when we spoke with him, he made it clear that even if the service provider does not do their job, Old Republic does not send out additional service providers which seems disingenuousSince speaking with him, he did agree to send out a spa person, but was sure to charge us, which technically is fine though shows poor customer service since it was clearly their mistakeHe refused to address our air conditioning unitThe new spa person made a recommendation to fix, and did not show up until last Friday, which considering this has been going on since April is unacceptableWe await Old Republic's response as to whether or not they will include it based on our planI would ask that Old Republic change their appeal process because if they are going to send out under qualified providers, they are ultimately responsible for sending out additional providers for second opinionsAdditionally, I would ask Mr [redacted] to put his ego aside along with his determination to always be right and actually listen to his customers' concerns in the futureEven if the customer is not right or he cannot fix their issue, he should treat customers with respectHe should not make snide comments suggesting the customer read the fine print or make sure the customer knows how ridiculous he thinks their claim is Final Business Response / [redacted] (4000, 9, 2015/07/10) */ Dear Ms [redacted] , Regarding the service request for the spa leaking water; I spoke with David, owner of Platinum Pool Repair, and when he serviced the Spa on July 5, he found no water leak, and advised Old Republic Home Protection (ORHP) that the Plan Holder had not seen a water leak eitherIn addition, he also found an air tube switch was not operating properly, however, the air tube is not accessible so further diagnosis was not possible Please refer to the Swimming Pool/Spa Equipment coverage that states we cover: "Above ground and accessible working parts and components of heating and filtration system Although Platinum Pool Repair has invoiced ORHP for his diagnosis, and their diagnosis was the same as the first Service Provider dispatched by ORHP, as a gesture of goodwill the Trade Call Fee was waived If Ms [redacted] has any future need for service, please advise her to contact our Customer Service Department at XXX-XXX-XXXX for assistance Sincerely, [redacted] Claims Manager Old Republic Home Protection Final Consumer Response / [redacted] (4200, 13, 2015/07/14) */ (The consumer indicated he/she DID NOT accept the response from the business.) I want to draw attention, once again, to Mr [redacted] 's double speak here that both misrepresents ORHP's intentions and how we have responded to issuesFirst of all, on the spa, as a consumer, I would consider buttons to be both "above ground and accessible," as I can see and touch them, even if they might have to open something to fix the air pumpSecond, Mr [redacted] acts as though it was our responsibility to determine what was wrong with our spa before they sent someone outOur spa randomly emptied itself of water, back in April, (please note it took until late June for ORHP to send someone back out)We assumed it might be a leak, but nonetheless our spa was not workingThe first guy they sent had no business making a report at all, as all he did was tell us home warranties don't actually pay to fix issues, which is accurate from our experience with ORHP, but not helpful in fixing our spaAnd there is something wrong, even if we, being teachers and not spa repairmen, were mistaken about the leakORHP still won't fix it, using the misleading language that was not on the tiny pamphlet where you check a box for spa, not above ground portions of spa, that we ordered their warranty fromFurthermore, the buttons are above ground, as is all the equipment, so I still fail to understand why ORHP won't fix itOf course, no one even called to tell us their decision, we found out by reading Mr [redacted] 's response, so our understanding is clearly not their priorityThey really should cover it and not use misleading language on their sales pamphletsAlso, they waived the first contractor fee, but Mr [redacted] himself made it clear he was charging us the fee to send someone else out, which was the contractor who found the air pump issueWe received a bill in the mail and we sent in a checkSo Mr [redacted] is either mistaken or referring to the first service because we were chargedHonestly, we feel like anything that goes wrong with the spa will be deemed "inaccessible," and would like a refund of the money we paid to add on the spa coverage or we would like them to fix the issue Additionally, I would like to go back to the issue of our air conditioning unitAs I mentioned in my original complaint, our unit broke for the third time on June 13thThey patched a leak, I assume because ORHP would not pay to fix or replace the leaking part because a patch was cheaperOur unit broke again on July 5thThey sent someone out nearly hours later, which is itself an issue as we live in [redacted] Their contractor refilled the Freon and said that things would be fine, and that our "unit icing over was normal" and "happens sometimes." Not even two hours later, our unit was frozen solid again, which we felt was decidedly not normalBecause we had lost faith in ORHP'S contractors and did not want to wait another hours, we got permission to use an outside contractor and they told us they would reimburse usOur contractor told us that all the patch fixes had caused additional leaks and the whole cooling system needed to be replacedWe are waiting for ORHP to process our reimbursementORHP needs to hold up their end here and reimburse us for the unitIt needed to be done as a result of them choosing cheap fixes over necessary repairsI understand that they are a business whose goal is to make a profit, but it seems clear to me that their bottom line is at the expense of the consumerPlease reimburse us for the air unit

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 cooktop; on behalf of Old Republic Home Protection (ORHP) and its employees, please extend our sincere apologies for the circumstances outlined in Mr [redacted] letter ORHP, like other home warranty companies, uses Independent Network Service Providers to service our Plan HoldersAlthough efforts are made to dispatch qualified Service Providers that can provide quality service, occasionally circumstances occur that are unacceptable to ORHP and our Plan Holder I assure you, ORHP employees value the trust each of our Plan Holders place in us to resolve their service request in a timely and professional manner and when this does not occur, steps are taken to review what went wrong and implement improvement I have reviewed the file that indicates my associate, Mr [redacted] , Call Center Supervisor, has been assigned to resolve the service request, and will contact Mr [redacted] If 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 Business Response / [redacted] (1000, 5, 2014/08/25) */ 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 I have reviewed the file and my associate, Ms [redacted] has spoken with Ms***, 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] (2000, 7, 2014/08/29) */ (The consumer indicated he/she ACCEPTED the response from the business.) I have been in contact with [redacted] she has been awesome and her customer service is appreciatedI was forwarded the opportunity to get a second opinion about my AC unit by a technician that is local and out ORHP due to ORHP only having one local contractor that knows about my unitThe second technician came out and got my unit running and explain how it worksMy home is within a good temperature but my backyard is flooded due to the drainage of the systemI will continue to work with ORHP to resolve this issuesThank you for your help Ms [redacted] I will be calling today with the technicians report

Initial Business Response / [redacted] (1000, 5, 2016/01/08) */ Ms [redacted] Revdex.com RE: Plan XXXXXXXX Dear Ms [redacted] , Regarding the service request for the ornamental fountain; I have reviewed the file that indicates the Out-Of-Network Contractor (OONC) hired by Ms [redacted] advised Old Republic Home Protection that the cause of failure of the ornamental fountain motor was due to it being the wrong size motor for the fountain Please refer to page of the Plan that states: "GENERAL LIMITATIONSTHIS PLAN DOES NOT COVER: EImproper repair/installation/modification of the covered item." According to the file, my associate, Mr [redacted] has been assigned to review the file, and will contact Ms [redacted] to discuss the OONC's diagnosis If Ms [redacted] has any questions or additional information she believes should be considered, please advise her to contact Mr [redacted] at XXX-XXX-XXXX Ext [redacted] for assistance Sincerely, [redacted] Plan Compliance Manager Old Republic Home Protection Initial Consumer Rebuttal / [redacted] (3000, 7, 2016/01/11) */ (The consumer indicated he/she DID NOT accept the response from the business.) Regardless of what Old Republic and Mr [redacted] has to say now, we informed them that one of the possible causes of failure [redacted] be due to the size of the motor prior to hiring the out of network contractor and the employee of Old Republic we spoke with said they would reimburse us for the work doneThat constitutes a verbal contract since we proceeded on their instruction and representations that they would cover this repairIn court, verbal contracts are just as binding as written contracts And with regards to the supposed "exclusion" Mr [redacted] is claiming that clause is followed by an asterisk which states that "additional coverage [redacted] be available with the Ultimate Protection", which I have in the form of their highest plan, the Platinum Protection Plan In addition, my husband was on a 3-way phone call with Old Republic and the OONC after the work was done and the OONC told them that the failure of the fountain could not be pinpointed to just the "size" and they are trying to now claim that means they don't have to provide coverageWe didn't spec the motor or install itThat motor had been in that fountain for years upon yearsOld Republic is now refusing to acknowledge the other issues the OONC informed them of with the motor, including the fact that it was burned up, past its expected life span and had a filter in it that we were told was years old and probably the original filterAny or all of these factors could have contributed to its failure and this should be covered This response is absolutely unacceptable and they need to stand behind what they told us and reimburse us for the work they instructed us to doThey are currently in breach of the oral contract they entered into with us and we expect a full reimbursement immediatelyFurther, as listed in their own document under Ultimate Protection (one step below the plan we have) additional coverage included in section 10, sub section d) "correct an improper installation/repair/modification of a system or appliance, or correct any mismatch condition in terms of capacity/efficiency to ensure system operational compatibility." Mr [redacted] and Old Repbulic are ignoring certain portions of their own document and all of the information provided by the OONC in order to try and get out of covering this service call which they instructed us to proceed withIn my opinion this is shady business practices and downright unethicalI expect them to stand by their own document and the word of one of their employees stating we would be reimbursed Final Business Response / [redacted] (4000, 9, 2016/01/12) */ Ms [redacted] , Regarding the denial of coverage for the improperly sized fountain motor; according to the file, when [redacted] from Blackthorn Pools contacted us with their diagnosis, he advised us that the failure of the motor was the result of it being undersized, not from wearOld Republic Home Protection based the coverage decision on the diagnosis provided by [redacted] With regard to the Ultimate Protection coverage, please refer to page of the Plan that states: "Other Enhanced Coverage included in Ultimate Protection: When required to render a covered repair or replacement*, we will: 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." *bold added to emphasize wording Since we were advised by Blackthorn Pools that the cause of the failure was the improper installation, there was no covered repair in accordance with the limitations of liability listed on page of the Plan that excludes improper installations, and therefore, coverage for correcting an improper installation would not apply As for ORHP agreeing to reimburse for repairs completed by an Out-Of-Network Contractor (OONC); the agreement to reimburse would always be intended for covered repairs, and is never made as a blanket statement that would conflict with the terms and conditions of the Plan, unless otherwise provided to the Plan Holder in writingThat is why we require the OONC to contact us prior to initiating repairs, so coverage can be determined and discussed with the Plan Holder Please refer to page of the Plan that states: "When we request or authorize you to obtain an INDEPENDENT OUT-OF-NETWORK CONTRACTOR to perform diagnosis and/or service: 1) We recommend that the Contractor be qualified and insured, and charge fair and reasonable rates for parts and service2) Once the technician is at the home, and prior to any services being rendered, you must call our Authorization Department with the technician's diagnosis and dollar amount of services required3) We will provide an Authorization Number for the covered services [redacted] and dollar amount that we have authorizedFailure to contact us as outlined [redacted] result in denial of coverage4) Upon completion of the authorized services, the Contractor must provide you an itemized invoice for the authorized charges5) You must submit the itemized invoice, including the Authorization Number provided by us, for reimbursement6) A Trade Call Fee is due per trade, and will be deducted from any reimbursement provided7) You are expected to pay the Independent Out-of-Network Contractor directly for the services rendered and then submit the invoice to us for reimbursement." *Bold added to emphasize coverage That said, the file indicates that my associate, Mr [redacted] has spoken with Ms [redacted] , and he has left a message for Blackthorn Pools to discuss their diagnosis If Ms [redacted] has any further questions, please advise her to contact Mr [redacted] at XXX-XXX-XXXX Ext [redacted] for assistance Sincerely, [redacted] Plan Compliance Manager

Initial Business Response / [redacted] (1000, 5, 2015/07/10) */ Ms [redacted] Revdex.com RE: Plan # XXXXXXXX Dear Ms [redacted] , Regarding the service request for the air conditioners; 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 Providers and individuals involved, ensuring they understand the result of their actions and comments As a result of the circumstances that occurred, and strictly as a matter of goodwill, ORHP has agreed to waive the Trade Call Fee for the service request placed on June 23, 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

Purchased a new home, received no information about my plan from Old Republic Home Protection Company; lost power a month later and could not find any information from my home warranty Called electrician in the area, who took two days to find the hazard in the attic (fire hazard) Contact Old Republic to seek some sort of reimbursement for the emergency; who reported that was my problem that I didn't seek authorization for the work Not even partial reimbursement for emergency services; which could have started a fire (electrician took pictures) Very rude, and said you should have known, WTH! I didn't even have the policy number nor any information from them Same old same old, if you don't have the information you can't file a claim; they know exactly what they are doing Note: Gave them my e-mail address to send my policy, still haven't received anything

Initial Business Response / [redacted] (1000, 5, 2016/01/05) */ Ms [redacted] Revdex.com Re: Plan XXXXXXXX Dear Ms [redacted] , Regarding the service request for the replacement of the evaporative coil; I have reviewed the file that indicates in order to complete the installation of the new evaporative coil, state regulations require the replacement of the condenser Please refer to page of the Plan that states: "BIf 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 did not provide coverage for all of the costs necessary to complete the repairWhile 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 Mr [redacted] has any additional information he believes should be considered, please advise him to forward it to me for review Sincerely, [redacted] Plan Compliance Manager Old Republic Home Protection Initial Consumer Rebuttal / [redacted] (3000, 7, 2016/01/06) */ (The consumer indicated he/she DID NOT accept the response from the business.) The plan states that it WILL cover duct work and code upgrades yet the company is not willing to pay for themI want them to honor their contract and pay for the code upgrades and duct workThe condenser is irrelevant here Final Business Response / [redacted] (4000, 9, 2016/01/07) */ Dear Ms [redacted] , Regarding Mr [redacted] 's request for coverage for the code violations and duct modifications required in order to complete the installation of his new air conditioner; please refer to page of the Plan that states: "PERMITS AND OTHER FEES: AYou [redacted] be responsible for the payment of additional fees not covered according to the terms and conditions of the PlanThese fees [redacted] 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." Please extend our apologies to Mr [redacted] that the terms and conditions of the Plan do not provide coverage for all the costs necessary to complete the installation of his air conditionerWhile 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 Sincerely, [redacted] Plan Compliance Manager Old Republic Home Protection

Initial Business Response / [redacted] (1000, 6, 2014/09/25) */ Ms [redacted] Revdex.com Dear Ms [redacted] , Regarding 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 Mr [redacted] letter Please inform Mr [redacted] to provide me his Plan number and I will review the file regarding the Trade Call Fee ORHP appreciates Mr [redacted] taking the time to provide his opinion and perspective of his service experience, which in turn, provides ORHP the opportunity to improve the service we provide to our customers Best regards, [redacted] Claims Manager Old Republic Home Protection

Initial Business Response / [redacted] (1000, 5, 2014/12/03) */ Plan # XXXXXXXX Dear Ms [redacted] , We have contacted Mr [redacted] , and Old Republic Home Protection has dispatched a different Independent Network Service Provider to provide a second opinion diagnosis regarding the failure of the equipment 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, 2014/12/14) */ (The consumer indicated he/she ACCEPTED the response from the business.) They have replaced the ac unit in question,and they are checking out the 2nd unit for leaks in the coils,both units are to years old,the tech for Ice Cube Air said they last between to 20years,so yes I'm happy with the outcome

Initial Business Response / [redacted] (1000, 5, 2014/05/29) */ Ms [redacted] Revdex.com Plan # XXXXXXXX Dear Ms [redacted] , Regarding the service request for the air conditioner; I have reviewed the file and the invoice from Mr [redacted] contractor, Summit Air, and Old Republic Home Protection will agree to reimburse Mr [redacted] for the replacement of his evaporative coil ($1,420) I have updated the file notes to support this agreement, and please inform him to provide us a copy of the paid invoice at his convenience In addition, please extend our apologies to Mr [redacted] for the difficulty reaching us by phone; we have been experiencing phone issues we hope to resolve very soon Best regard, [redacted] Claims Manager Old Republic Home Protection Initial Consumer Rebuttal / [redacted] (2000, 7, 2014/05/30) */ (The consumer indicated he/she ACCEPTED the response from the business.) This action resolves the concern to my satisfactionThanks for your quick response //***