ComplaintsforOld Republic Home Protection

• Initial Complaint

  07/10/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  I purchased a new washing machine after Old Republic Home warranty spent 2 months attempting to repair mine. The replacement option offered was declined as it would require the rip out of a counter in my laundry room. I was instructed by Old Republic to purchase the washer of my choice and submit receipts for reimbursement. I purchased the washer on 7/5 and submitted receipts. My reimbursement has now been rejected 3 times because the invoice doesnt say zero dollars per the ORHP rep. I submitted the email receipt from ********** that is itemized and shows a total of $936.34. It also states paid using PayPal on 7/5. I also provided the receipt directly from Paypal showing the payment to ********** on 7/5 for $936.34. After these were rejected 3 times, I called ********** and they emailed me another invoice that shows the purchase total of $936.34 as well and $0 balance owed. ********** also offered me email contact info directly to the ********** representative if they need to verify that the purchase was paid. I use Paypal for security reasons but it comes directly from my own debit card. I dont know how else to prove this was paid, the proof provided is ****** sufficient. I am seeking reimbursement of my appliance per my Old Republic Home warranty contract.

  

  Business response

  07/10/2024

  Dear BBB,
  
  Regarding the request of reimbursement for the washing machine replacement; on behalf of Old Republic Home Protection (ORHP) and its employees, please extend our sincere apologies for the circumstances outlined in ****************** letter.
  
  I assure you ORHP employees value the trust each of our Plan Holders place in ** to resolve their service request in a timely and professional manner and when this does not occur, steps are taken to review what went wrong and implement improvement.
  
  According to the file the invoice received did not show as paid in full. I am working to obtain the invoice she sent. However, I am also going to reach out to **************** via email, ************************************ to have her send me a copy directly. I will address the issue with her via email. I reviewed all the attachments and all show a balance due, one does show paid with paypal, but still shows a balance on the invoice.
  
  ORHP appreciates **************** 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,  
  
  *************
  Plan Compliance Manager
  Old Republic Home Protection

  Customer response

  07/11/2024

  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me. Old Republic has agreed to the reimbursement after noting invoice with zero balance that had already been provided prior to the BBB submission. Manager was able to intervene and kindly corrected the issue.
  
  Sincerely,
  
  ***************************

• Initial Complaint

  07/08/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  I have had trouble with this company from day one. First off I am not allowed to change the people who have access to my account online, I have to call. That wouldn't be a problem if the company would answer their phone! There had been more than 5 times I have stayed on hold for LONGER than an hour! When I try to place a service request I can't because I get error messages saying that I have overdue service fees, which is FALSE. Even when I go to see what service fees, it shows none, because there are none. It took them 2 months to replace my fridge when it went out. That is unacceptable! There is absolutely no reason it should take that long to replace something that is essential. Now my AC is out (living in ** where AC is essential in the summer) and I can't get them to answer any of their phone numbers and I can't place a service request online. What did I pay for?????? This company is a JOKE!

  

  Business response

  07/09/2024

  Dear BBB,
  
  Regarding the service request for the **** issue; on behalf of Old Republic Home Protection (ORHP) and its employees, please extend our sincere apologies for the circumstances outlined in ************ letter.
  
  I assure you ORHP employees value the trust each of our Plan Holders place in us to resolve their service request in a timely and professional manner and when this does not occur, steps are taken to review what went wrong and implement improvement.
  
  I have reviewed the status of ************ Plan and it is active and, as she stated,does not have any past due charges. I am not sure what the issue could be with submitting a service request for her **** system. I see one was initiated on July 8, however, does not show as finalized.
  
  I will be having an associate contact her to obtain any necessary information and bring the service request to be evaluated for any **** issue. I will state that the Plan does not guarantee same day service and that is a note in the system.
  
  ORHP appreciates ********** 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,  
  
  *************
  Plan Compliance Manager
  Old Republic Home Protection

  Customer response

  07/09/2024

   
  Complaint: 21956013
  
  I am rejecting this response because: You had my account locked to where I couldn't put in a request online. When I finally spoke to someone yesterday after waiting 2 hours on hold they said there was a past due trade fee for a service that NEVER happened from last year (an electrical issue with the ** where no one ever showed up to my house). Regardless I paid it just to get my account unlocked. I put the service request in on the phone. The lady on the phone was actually quite rude and ended up hanging up on me. I didn't call back because your hold times are absolutely ridiculous! I work during the day and don't have time to sit on hold for hours just to be hung up on. When I checked online to see if the lady did what I asked, I seen that my service request was put in then marked complete before you even assigned it to anyone! The second request you see was put in by you or someone at your company, but was put in today after I have made several complaints. So you do the job I paid you for after I complain? I have already had the ** fixed by someone else that I had to pay out of my pocket for so I have asked that this request is cancelled. I will NOT be paying you anything for this. When I sent a service request last December it took your company 2 months to replace my fridge because you had to do research on what fridges were similar and apparently it takes your employees weeks to do a simple ****** search. That is completely unacceptable! A fridge is a necessity, kind of like ** in the middle of summer in southern ******* heat of 90 with 90%humidity. I want this policy cancelled and I want my money back, ALL OF IT! You have not done anything for me since this new policy was issued and paid for.  
  
  
  *********************

  

  Business response

  07/10/2024

  Dear BBB,
  
  
  Old Republic Home Protection (ORHP) is in receipt of the rebuttal for review and response. ORHP learned that ********** already had the repairs completed. When this was realized, ORHP offered to review if there was eligible reimbursement for repairs. ********** declined the offer and stated the service request could be canceled.
  
  To address the issue that is now a concern from November of 2023, the initial submission was on November 27, 2023. There was an attempted repair by the service provider on December 18, 2023. The delay was due to part availability and delivery. The repair did not correct the issue. On December 18, 2023 ********** was offered $1,445.44 in reimbursement as the ONLY option due to ORHP not being able to locate a comparable model for replacement. The amount was for a retail unit that had similar features.
  
  On December 19, 2023, ********** replied to the ORHP email stating she wanted a unit delivered and installed. A call was made to ********** and she was informed that the only option was to receive reimbursement due to the above listed reason.She was informed she would need to provide an invoice showing the unit was purchased and installed before receipt of the reimbursement. She emailed ORHP on January 24, 2024, stating she has the invoice. However, once received it was not a paid final invoice. That paid invoice was received on February 12, 2024. The cost of that replacement unit was processed and mailed on February 16, 2024.
  
  The delays with resolution of the kitchen refrigerator were not due to delays of ORHP. Only 22 days elapsed between the time of the initial submission and the offer of the reimbursement.  The issue is completed and resolved.
  
  Per ************ request, I will have the Plan canceled. It will be canceled per the terms and conditions listed on page 7. Those terms and conditions govern the amount of refund available.
  
  
  Best regards,  
  
  *************
  Plan Compliance Manager
  Old Republic Home Protection

  Customer response

  07/10/2024

   
  Complaint: 21956013
  
  I am rejecting this response because: The fridge is not of concern. The concern is that your company doesn't answer the phone. The problem is that when it is 90 degrees in the middle of summer I can't get anyone from your company to answer the phone and I wasn't able to put in a request through my online account. Then when I finally was able to get someone after hours your company marked it complete! What are you not understanding about this, seriously? Are you going to refund me in full? If not then you will NOT cancel the plan. Your company can fulfill it's obligation as paid for. Do you understand or do we need to discuss this via phone call? 

   
  *********************

  

  Business response

  07/11/2024

  Dear BBB,
  
  
  Old Republic Home Protection (ORHP) is in receipt of the 2nd rebuttal for review and response. Per ************ written request, the Plan was canceled yesterday. The terms of the Plan state that unless the Plan is less than 30 days old, there will be earned premium, and a processing fee deducted from the refund.
  
  However,those fees have been waived and a full refund is being provided. It should be received within the next 21 business days.
  
  The fridge was discussed as it was apparently an issue since it was discussed in both the initial complaint and the rebuttal.
  
  Best regards,  
  
  *************
  Plan Compliance Manager
  Old Republic Home Protection

  Customer response

  07/11/2024

  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me.
  
  Sincerely,
  
  *********************

• Initial Complaint

  07/05/2024

  Complaint Type:

  Sales and Advertising Issues

  Status:

  Answered

  More info

  Upon purchasing the home in October 2023 that my family and I are currently residing in, we purchased a home warranty with Old Republic Home Protection effective 11/15/23 until 11/15/24 contract number ******** for the amount of $690. We have paid the service fee of $85 on a couple occasions regarding problems weve had with our ** system including lack of air flow to one of the rooms particularly, and then lack of any cool air through the air vents. Recently, Old Republic sent out an ** company to evaluate the system. The company recommended a new unit, but Old Republic recommended a new condenser and mother board instead. The ** company complied with ORHP and ordered a mother board and condenser. When that didnt work, Old Republic reported they needed a second opinion so they consulted another ** company to come review. Unfortunately since the request was made on 7/2 the company cant come out until after the Fourth of July weekend, and the earliest they can come is 7/8. According to Old Republic, even after the new company comes to review, it may take another week or 2 to order new parts or a new system and they cannot place us in a hotel or compensate a hotel stay in the meantime. Meanwhile, my wife I and our 6 children including an infant less than 2 months are living in a house in ******* in 115 degree outdoor weather without **! According to ORHP, if we replace the unit ourselves without using ORHP, they cannot compensate or reimburse us for a new unit. So were just roasting away in our home while they attempt new things, wait for parts to come in, and recommend other companies to come re-evaluate or re-attempt repairs. I recommend ORHP implement a policy for hotel stays while ** work is being done in ******* so people dont die waiting on them.

  

  Business response

  07/08/2024

  Dear BBB,
  
  Regarding the service request for the **** issue; 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 timely and professional manner and when this does not occur, steps are taken to review what went wrong and implement improvement.
  
  *********** has a limited warranty Plan that covers failures that are caused by normal wear and use. The Plan has limitations and exclusions to any coverage. On page 6 of the Plan it explains the general exclusions of the Plan.  
  
  According to the file there were service request submitted in April, 2024. They were assigned to two different in-network service providers. Both found the system to be operating as designed. Therefore, there were no repairs made. The initial service request had the Plan required $85.00 trade call fee applicable and paid. However, the additional request did not have a trade call fee associated with it.
  
  On June 21, 2024 a subsequent service request was submitted. This also did not have the $85.00 trade call fee charged. It was assigned to AZ Air Tech. They did not report to ORHP that the entire system needed replaced. They reported there was a failure of the compressor. That repair was authorized and completed on or about July 3. However, AZ Air reported that although they replaced the compressor, they could not get the system to operate as designed. The system is an electronic communicating system and AZ Tech requested ORHP transfer it to a different servicer who was better versed in that type of system repair.
  
  On July 3, 2024, at approximately 2:35pm PST, the service request was assigned to AC Works LLC.  They contacted ************ and scheduled an appointment for today, July 8. ************ contacted ORHP on July 5 requesting that an appointment be sooner, however, it was explained that *** lend to an even later date.
  
  Once AC Works provides ORHP with a diagnostic report and estimate for repairs, it will be evaluated against the terms of the Plan and a determination of coverage made. That will also be communicated to ************.
  
  While ORHP does understand the frustration and inconvenience related to an **** failure, the Plan does not provide for reimbursement of any type of living expenses. Therefore, the request for reimbursement of the hotel stay cannot be provided. However, if ************ would email me directly at *********************************** once AC Works has been to the home for their diagnosis, I will do everything available to expedite any repairs.
  
  ORHP appreciates ************ 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,  
  
  *************
  Plan Compliance Manager
  Old Republic Home Protection

• Initial Complaint

  07/05/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  My goal purchasing the Old Home Republic (OHR) Platinum package 7/2022: peace of mind related to the water + sewer lines (73 y/o at the time). With the purchasing decision, I was assured by the sales rep that Id be covered if the pipes needed to be replaced under the house. I renewed this plan until 7/2024.On 5/29/24 I called a plumber: my water heater died + was sitting in a pool of water. I couldnt remember the process for claims with OHR, but I erred on the side of caution (I didnt know if the puddle was hazardous). While wrapping up the water heater, we notice my main leaking and a large abscess on the pipe. He said it looked bad. He advised the main + all the water pipes under the home need to be replaced because theyre all connected and to replace any part of the system will put the other in jeopardy. This was news to **** called OHR since the water heater issue is fixed, and I believe this leak is covered. Im told by OHR they wont cover anything. For the water heater: I failed to adhere to claims protocol and will not be reimbursed (though its covered). (To this day I dont know what the protocol is.) For the leak: *** says because the leak was in the main outside the home, it was not covered and replacing the water pipes under the home was considered elective since no problem existed there. They explain: only the pipes under the house are covered and there is an add-on package for exterior pipes. I ask if this add-on existed at the time of me joining; ** assured it did. I tell OHR the original salesperson failed to advise I purchase this given my concerns about the water + sewer lines, which feels like bad business.Its my first home. The add-on shouldve been included on the premium plan; to separate them is a trap that requires expert plumbing knowledge to avoid.I paid OHR premiums totaling $2670. I paid $3900 out of pocket on this issue. Had I known this is how I would be treated by OHR, I wouldnt have become a customer. I feel scammed.

  

  Business response

  07/08/2024

  Dear BBB,
  
  Regarding the service request for the water heater and plumbing leak issue; on behalf of Old Republic Home Protection (ORHP) and its employees, please extend our sincere apologies for the circumstances outlined in Ms. ****** 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.
  
  ************* has a limited warranty Plan of Platinum coverage. There are multiple optional additional coverages available, however, none were purchased. The Plan covers failures that are caused by normal wear and use. The Plan has limitations and exclusions to any coverage. The Plan states on page 6 that the repairs made without prior authorization are not covered.  
  
  According to the file the service request for the plumbing leak was submitted on January 12, 2024.ORHP did not have an in-network service provider available,therefore it was assigned to allow **************** to secure his own contractor.
  
  ************* makes the statement that she didnt know about the Plan process for submitting service requests. However, ************** did submit four other service requests prior to the water heater issue, including one the day of the issue. The ORHP warranty Plan provided ************** $178.56 for a faucet issue in June of 2023.ORHP provided over $2,000.00 for a window AC unit and $204.53 for a washing machine in July of 2023. Most recently, ************** submitted a service request for an HVAC issue on May 29, 2024, the same day she contacted ORHP to request reimbursement for the water heater. These contradict her statement above, to this day, I dont know what the protocol is.
  
  Additionally,on May 29, 2024, ************** contacted OHRP to state she had a water heater issue. She also informed ORHP that her tech had already completed the installation.She was informed that no reimbursement would be provided as she did not follow the terms and conditions of the applicable Plan.
  
  Also,during that visit, she was informed by her chosen contractor that there was a pipe leak that was outside the main foundation of her home. The optional external plumbing coverage was not purchased. As such, there is no coverage available for that repair. Furthermore, while she was informed that it would be prudent to replace the plumbing underneath the home, there was no current failure of any of the plumbing. As there was no failure, the Plan, that covers failures, would not provide any coverage.
  
  ORHP does understand the frustration with the issue that ************** experienced,however the Plan that was purchased has terms and conditions that must be followed.
  
  ORHP appreciates ************** 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,  
  
  *************
  Plan Compliance Manager
  Old Republic Home Protection

• Initial Complaint

  07/05/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  Before I get started let me try to give some of their responses: I have the Ultimate Protection Plan, the item having issues is covered under the plan, my plan fees are paid and current. I have been having problems with our AC unit at the house since November 2023 (11/02/2023 5:28 AM CST Work Order: 7158-2212). This company Old Republic does not vent the contractors they get. It is July 5 2024 and our AC is still not working. The issue we are having now the original request was put on 04/30/2024 7:11 PM CST Work Order: 7221-8818. When the contractor came out the unit was still not working properly so another request was submitted 05/10/2024 6:59 AM CST Work Order: 7240-1338, here we are July 2024 (temperatures reaching 100, I have spent money having to buy window units, fans just to keep the house cool). Now finally on June 27th I receive a call from Old Republic stating that they are ordering the upstairs ******************* Unit) that I should receive a call from the contractor to schedule the replacement within 2 business days. I haven't received a call and unit still not fixed. This is the 1st complaint of many; first complaint is that they hire the cheapest and most irresponsible people to work their issues, and they don't bother to contact the customer. The times they have called me is when I submit the request (because their representative says If the contractor doesnt call you then contact us back, I have sent 12 emails and about to send a 13th even 2 CRs have been submitted from Old Republic) People rethink if you are looking for a warranty company before you make your choice!!!! I am rethinking my renewal coming up!!!!

  

  Business response

  07/08/2024

  Dear BBB,
  
  Regarding the service request for the **** issue; on behalf of Old Republic Home Protection (ORHP) and its employees, please extend our sincere apologies for the circumstances outlined in ************************ 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.
  
  ********************* has a limited warranty Plan that covers failures that are caused by normal wear and use. The Plan has limitations and exclusions to any coverage.
  
  According to the file the service requests for the **** issues have been due to separate failures. The most recent is due to a failure of the evaporator coil.It was delayed as research showed that the coil was not readily available.
  
  Currently a replacement air handler, that included the evaporator coil, has been researched, located and approved. The unit was ordered at 8:19am PST. It is available to be picked up by Browns at a local supplier. Once they pick up the unit, an appointment will be made for installation.
  
  ORHP appreciates ********************** 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,  
  
  *************
  Plan Compliance Manager
  Old Republic Home Protection

• Initial Complaint

  07/03/2024

  Complaint Type:

  Sales and Advertising Issues

  Status:

  Resolved

  More info

  Had a refrigerator issue in October 2023. Called and Old Republic dispatched a technician who showed up in a beater car and had no identification that he was a licensed contractor. Individual observed issue with GE Monogram freezer, recorded on his phone, and indicated he would need to call GE as he had no idea why the freezer was making the noise it was. I did not pay the $75 trade fee as the technician never called us back with a diagnosis and solution. Since he was uncertain of the problem (incompetent), he did not take payment from us during the visit. My account was apparently placed in 'suspension' despite having a supervisor indicate in December 2023 that this would be addressed with the service provider. Never heard back. Fast forward - I called July 3 to report an issue with our double oven and was told that since the account was suspended, despite me paying over $1,000 for the warranty, that they could not take care of the oven until the fee had been paid. I re-explained everything noted above after waiting 67 minutes to speak with someone in 'authorizations'. That individual then disconnected the line and did not call back. I am very concerned about the quality (lowest priced bidder) of the techs this company sends out and their customer service is almost always a 40 - 70 minute wait to speak with a human being. People don't do what they say they will and the warranty is essentially a waste of money. Expected Resolution: I want my trade fee from October ($75) waived for the reasons noted above and I would like a licensed and competent appliance repair company who is factory authorized to work on Dacor appliances to promptly take care of our oven issue. IF I renew for 2025, I would also like some discount as acknowledgement of a mediocre experience with Old Republic to date. Thank you for your assistance with this company.

  

  Business response

  07/05/2024

  Dear BBB,
  
  Regarding the service request for the refrigerator and subsequent trade call fee issue; on behalf of Old Republic Home Protection (ORHP) and its employees,please extend our sincere apologies for the circumstances outlined in ********************** 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.
  
  ******************* has a limited warranty Plan that covers failures that are caused by normal wear and use. The Plan has limitations and exclusions to any coverage. The Plan explains the trade call fee on page 5. It states that the trade call fee is due at the time of the service request.   
  
  According to the file the service request for the refrigerator not keeping food cold was submitted on September 28, 2023. ORHP assigned SG Appliances, an in-network service provider, to address the issue. In network service providers have the authority to make repairs beneath a pre-determined dollar amount without needing approval from ORHP. OHRP received a request for payment on or about October 6. It was a situation that simply appeared to be a normal repair beneath SG Appliances limit.
  
  Nothing further was received until ******************** contacted ORHP on February 3, 2024. He reported that the refrigerator was never repaired. He also stated he never paid the $75.00 trade call fee due to the lack of service from SG Appliance. I will note that if the original reported issue with the refrigerator was it was not keeping food cold, why would it take over 3 months to contact ORHP to report that SG Appliance never did anything to repair the unit?
  
  However,as ******************** states that the refrigerator was never repaired, I will have the trade call fee related to the September refrigerator issue waived. This will allow him to file the service request for the stove/oven issue he is currently experiencing. When ******************** contacts ORHP to discuss the issues with the oven,he should be sure to mention the Dacor brand to permit better matching of a service provider with the issues. A trade call fee will be due for the oven service request.
  
  ORHP would like ******************** to renew his Plan in the future, however, there will not be a discount applied to the renewal.
  
  ORHP appreciates ******************** 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,  
  
  *************
  Plan Compliance Manager
  Old Republic Home Protection

  Customer response

  07/08/2024

  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me. ************ did not have complete information on the refrigerator complaint - the work was never completed. That said, we thank him for waiving that charge and would encourage ORHP to find an alternative service provider. 

  Thank you to the BBB for your support on this matter. I tried three times to speak with a supervisor to address this, was told that it had been corrected, but never was. Again, thank you. 

  
  Sincerely,
  
  *******************************

• Initial Complaint

  07/03/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  - Incident Date: 6/26/24 - Work completion Date: 7/1/24 - Claim Submission Date: 6/29/24 - ORHP Technician Visit Date: 7/2/24 - Claim Number: 7247 6752 - Plan Number: ******** On 6/26/24, I experienced a significant plumbing emergency involving a slab leak that required immediate attention. Due to the extensive damage, our outside yard, garage, and kitchen were damaged. Given the urgency of the situation, I called my own technician for emergency repairs, who diagnosed and eventually resolved the issue over several days. Due to the extensive nature of the leak, the job took several days to be completed. During this time I did file a claim with Old Republic and the plumbing repairs WERE NOT yet completed. However, the claim was denied because the work had already been completed by the time thier in-network technician arrived on 7/2/24, and thus no prior authorization was obtained before the repairs were made.As outlined in my declaration and warranty contract, I have Enhanced Slab Leak Protection and coverage for external plumbing repairs. In emergencies, immediate action is often necessary to mitigate further damage and prevent costly repairs. Waiting for several days for an in-network technician to assess the situation was not a viable option due to the severity of the leak and potential property damage.**Resolution Sought:**I am seeking reimbursement up to the plan limit for the emergency repairs performed:- **Enhanced Slab Leak Protection**: $2,500 - **External Plumbing Repairs**: $1,000 Total: $3,500

  

  Business response

  07/05/2024

  Dear BBB,
  
  Regarding the service request for the plumbing leak issue; on behalf of Old Republic Home Protection (ORHP) and its employees, please extend our sincere apologies for the circumstances outlined in ************ 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.
  
  *********** has a limited warranty Plan that covers failures that are caused by normal wear and use. The Plan has limitations and exclusions to any coverage. The Plan states on page 13 that services performed without our prior authorization will not be reimbursed.  
  
  According to the file the service request for the plumbing leak was submitted on June 29, 2024. ORHP immediately assigned an in-network service provider, The Plumbing Doctor. On July 2, 2024 ORHP was informed by The Plumbing Doctor that the work had already been completed and ************ was simply seeking reimbursement for said repairs.
  
  On page 13 of the Plan, it explains the process when there is an issue. It states When You Need Us, Please take a moment to familiarize yourself with your home warranty Plan Contract. Keep it handy because it will save you time and money. You can also get information on the terms and conditions of your contract at www.orhp.com.
  
  Nowhere in the legal and binding Plan does it state to simply have the work completed and you will be reimbursed. On the contrary, it states We will not reimburse you for services performed without
  our prior authorization. This is written in bold print to be clearly advised. The estimate that ************ provided shows an estimate date of June 26, 2024. This is 3 days prior to the June 29, 2024 submission of the service request to OHRP for the issue.
  
  ORHP does understand that a plumbing issue is very inconvenient, however ************ never allowed ORHPs Plan right to have an in-network service provider to diagnose the issue nor provide an estimate for repairs. Therefore, per the terms and conditions of the applicable Plan, the request for reimbursement was correctly denied.
  
  ORHP appreciates ************ 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,  
  
  *************
  Plan Compliance Manager
  Old Republic Home Protection

  Customer response

  07/08/2024

   
  Complaint: 21940457
  
  I am rejecting this response because: In the plan it states: "Failure to contact us as outlined "MAY" result in a denial of coverage. This means the business can make it right and choose to approve the coverage if they want. Also it is not correct that I did not allow their in network provider inspect, and diagnose. When I filed the claim the work was not yet completed. However because of the weekend and other delays from ORHP they did not make it out until the work was completed. Even then the inspector came and inspected the work that was completed  and the grass and yard and pipes were all still exposed showing the severity of the issue. 

   

  It is also not reasonable for a normal prudent person to understand, read, and digest all pages of a policy contract before initiating service. As an extended warranty company, not a home nsurance company. Calling and putting them on notice first would not be the prudent first steps.
  
  Sincerely,
  
  *****************

  

  Business response

  07/10/2024

  Dear BBB,
  
  Old Republic Home Protection (ORHP) is in receipt of the rebuttal for review and response. The work was initiated and almost compete when ORHP was notified. When the ORHP in-network provider arrived on July 3,the work was completed. The issue with ********* as ************ states is not relevant. Had he followed the Plan terms and notified ORHP when the issue initially was realized, it is more than probable that an ORHP in-network provider could have arrived and immediately addressed the issue, hence eliminating the denial that was correctly applied.
  
  However, although ORHP was never afforded that option, it has been decided that the amount of reimbursement would not change. Therefore, ORHP is providing a one-time goodwill offer for reimbursement for the Plan limit of liability, $2,500.00, to ************. His additional request of $1,000.00 for an external plumbing leak is being further investigated and the resulting determination communicated via email directly to ************.
  
  Best regards,  
  
  *************
  Plan Compliance Manager
  Old Republic Home Protection

  Customer response

  07/11/2024

  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me. I thank ORHP for their consideration and help through the process. 
  
  Sincerely,
  
  *****************

• Initial Complaint

  07/03/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I have an old Republic home protection plan on my property at **********************************************. After a long term tenant left the property. I discovered several things that needed repair that should be covered by the warranty.. I discovered that I was unable to remove a chrome trim piece around the drain in the bathtub. I asked old Republic if they could add this item to an existing plumbing request and they said that would be fine. They would added it to the order for a company called Sage Plumbing to come deal with.The first Plumber that **** sent had a special tool that should have unscrewed the trim piece from the pipe below, but with all his might, he was unable to budge the part. After he left a handyman and I attempted unsuccessfully to unscrew the trim piece. Im talking about a part that should normally unscrew rather easily from a pipe, similar to the way a shower nozzle screws onto the pipe on the wall. After letting it soak after placing penetrating oil on it I tried again, and he pipe below the tub came apart.The next day, a different plumber came from Sage Plumbing said the pipe fitting below was defective and had not been installed correctly. What shouldve been in 1 inch deep overlap in a joint in the pipe was only about 1/8 of an inch deep because somebody had cut the pipe too short but installed it anyway.According to the plumber, ************* told Old Republic that the problem was defective pipe and had nothing to do with my trying to remove a part that shouldve been removable. Apparently, he overheard old Republic people complaining about the number of items I had called in. It sounds like the issue with Republic was not that the pipe was broken, but that they were having to cover items that were in the contract and unhappy about it. Im paying $435.11 to Sage plumbing for what should be a covered repair. It would be fair to have me pay a call fee for the drain, so an equitable resolution should be refunding $350.11.

  

  Business response

  07/03/2024

  Dear BBB,
  
  Regarding the service request for the plumbing leak issue; 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 ** 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.
  
  ***************** has a limited warranty Plan that covers failures that are caused by normal wear and use. The Plan has limitations and exclusions to any coverage.
  
  According to the file the service request for the plumbing leak was submitted on June 26, 2024. ORHP Sage Plumbing, an in-network service provider to diagnose the issue. They reported to ORHP on June 27 that the leak was not caused by normal wear and use.
  
  ***************** admits in his initial complaint submission that he was informed the component was not installed correctly. However, whether the reason is ****************** damaged the item, it was originally installed incorrectly, or the part was defective,the fact is the failure is still NOT caused by normal wear and use. Therefore,per the terms of the applicable Plan, the service request for the leak was correctly denied.

  ORHP appreciates ****************** 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,  
  
  *************
  Plan Compliance Manager
  Old Republic Home Protection

  Customer response

  07/03/2024

   
  Complaint: 21935938
  
  I am rejecting this response because:

  Normal wear and tear of a pipe drain would include being able to change the chrome trim in the drain, just as normal wear and tear on an automobile would include being able to change a flat tire. If for some reason the lug nuts will not allow one to change a tire, then one must do what it takes to change the tire anyway in order to use the car. It is normal to change out the trim on a tub drain. In fact, a plumber from Sage plumbing attempted to unscrew it and couldnt. It is not considered normal to have permanently tarnished trim on a drain and to NEVER be able to unscrew it. Normal wear and tear includes changing out old faucets, shower nozzles, tub spouts, etc. 

  Sincerely,
  
  *************************

  

  Business response

  07/05/2024

  Dear BBB,
  
  Old Republic Home Protection (ORHP) is in receipt of the rebuttal for review and response. As previously stated, the failure was due to an improperly installed component. An improperly installed component is not a failure due to normal wear and tear. Therefore, the denial will stand.
  
  
  Best regards,  
  
  *************
  Plan Compliance Manager
  Old Republic Home Protection

  Customer response

  07/08/2024

   
  Complaint: 21935938
  
  I am rejecting this response because:

  I have the platinum plan which includes the tub drain basket, which a plumber sent by ORHP attempted to unscrew. If the part that is covered in the plan cannot be changed out, you have a bizarre vocabulary for interpreting your own contract. Try reading the first few sentences of the Platinum plan and what parts are covered. 
  
  Sincerely,
  
  *************************

  

  Business response

  07/09/2024

  Dear BBB,
  
  Old Republic Home Protection (ORHP) is in receipt of the 2nd rebuttal for review and response. ANY failure must be due to normal wear and use. Even a failure of a covered part. That is clearly stated on page 5 under the ABCs of coverage. All three of the conditions must be met for a repair to be covered.
  
  As previously stated, the failure was due to an improperly installed component. An improperly installed component is not a failure due to normal wear and tear.Therefore, the denial will stand.
  
  
  Best regards,  
  
  *************
  Plan Compliance Manager
  Old Republic Home Protection

• Initial Complaint

  06/28/2024

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  Although the service was not completed, I was charged a $110.00 fee. After five attempts to correct the problem, Old Republic Home Protection refuses to refund the payment.

  

  Business response

  07/01/2024

  Dear BBB,
  
  Regarding the trade call fee issue; on behalf of Old Republic Home Protection (ORHP) and its employees, please extend our sincere apologies for the circumstances outlined in Ms. ********* letter.
  
  I assure you ORHP employees value the trust each of our Plan Holders place in ** 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 apologize for the delay in processing the refund. According to the file the $110.00 trade call fee was refunded on June 28, 2024. ******************** should receive the check within the next 20 business days
  
  ORHP appreciates ******************** 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,  
  
  *************
  Plan Compliance Manager
  Old Republic Home Protection

• Initial Complaint

  06/28/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  Just moved into my new home on November 4, 2023. The seller purchased a home warranty plan for me in case any issues arose. Sometime in May of 2024, I noticed water in my driveway coming from underneath my home. I contacted my home warranty plan and they sent out a plumber to evaluated where the leak was coming from. Upon his inspection, he stated that two feet of pipe was missing. However, there wasn't two feet of pipe laying under my home. Upon further inspection, there was a pipe break inside my kitchen cabinets as well. Not feeling confident with his analogy of this situation and he was also not prepared to fix anything, I contacted a reputation licensed and bonded plumber. Upon his inspection, it was clear that the pipe had in fact snapped at two locations (under the home and in the cabinet). He proceeded to replace both connectors to the pipes under the home and in the cabinet. NO ADDITION PIPE WAS ADDED BECAUSE THERE WAS NONE MISSING IN THE FIRST PLACE. I also had to have a subfloor replaced due to mold. First I was denied due to missing pipe. Now I'm denied because they are saying the pipe was cut with a Sawzall. What??? This is normal wear and tear as I was merely doing my laundry when these pipes burst. ORHP plans claims and excuses are laughable at this point. They are grasping at straws to deny my claim. My next stop if resolution is not made will be small claims court.

  

  Business response

  07/01/2024

  Dear BBB,
  
  Regarding the service request for the plumbing leak issue; on behalf of Old Republic Home Protection (ORHP) and its employees, please extend our sincere apologies for the circumstances outlined in Ms. ******* 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.
  
  *************** has a limited warranty Plan that covers failures that are caused by normal wear and use. The Plan has limitations and exclusions to any coverage.The Plan does not provide coverage for failures caused by missing components.
  
  The following response is identical to the reply provided on June 18, 2024 to the ********************* of ****************
  
  According to the file the service request for the pipe leak was filed on May 13, 2024. It was assigned to ORHP in-network service provider, All Express Plumbing. They reported to OHRP on May 15 that the leak was due to approximately two feet of pipe missing in the kitchen as well as under the home. As the Plan does not cover for missing components, the request for repair was correctly denied.
  
  On May 22, 2024 ORHP provided you with the required denial letter. Today, June 14,2024, OHRP received the ********************* of ********* complaint related to the denial. You state within your complaint that you enclosed a second opinion and photos of the issue from ****************************.
  
  Multiple members of upper management reviewed the photos. They all agreed that the alleged breaks resemble those made with a blade of some type, suspected as a blade from a Sawzall.
  
  After the invoice and photos were reviewed and compared to the initial report from All Express Plumbing, the denial was confirmed and will remain. The failures do not appear to be due to normal wear and use.
  
  ORHP appreciates **************** 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,  
  
  *************
  Plan Compliance Manager
  Old Republic Home Protection

  Customer response

  07/01/2024

   
  Complaint: 21916832
  
  I am rejecting this response because:  Again, there are no missing parts as mentioned previously.  Your plumber was incorrect.  No pipe was missing and this was verified by **************************** who actually made the repair.  This was your first stance on this which is wrong.  Don't try again to tell me the pipe was cut with a SawZall.  I have a reputable licensed and bonded plumber who made the repair that completely disagrees with you.  I have expressed this many times.  There was no pipe laying under my home.  And nothing was cut with a SawZall.  I'm exhausted by your ridiculous accusations.
  
  Sincerely,
  
  *********************

  

  Business response

  07/02/2024

  Dear BBB,
  
  Old Republic Home Protection (ORHP) is in receipt of the rebuttal for review and response. As stated prior, the alleged breaks resemble those made with a blade of some type, suspected as a blade from a Sawzall.
  
  The adjudication is based on the photos that were provided. The denial will remain.
  
  Best regards,  
  
  *************
  Plan Compliance Manager
  Old Republic Home Protection

  Customer response

  07/02/2024

   
  Complaint: 21916832
  
  I am rejecting this response because:
  
  Sincerely,
  
  *********************

  As I mentioned in my last message, I knew the Sawzall accusation would come next.  More excuses and false accusations.

   

  The FACT of this matter is:

  Your plumber was wrong in his analysis.

  The separation you see under the house is a clean separation from the connecting pipe which is where the glue gave way to the pressure of the water while doing my laundry.  ******* is a really poor excuse here.

  My limited warranty does in fact cover plumbing and normal wear and tear.

  The break in the pipe on the interior of the house is clearly just that.  A break again at the connecting joint.

  The number of false accusations that OHWP is making is just ridiculous.  As mentioned previously, a second opinion from a reputable plumber proves these accusations to be incorrect.  No additional pipe was added to make this repair, only two connecting joints and glue.  In addition to the subfloor needed to be replaced due to black mold.

  A court of law will clearly see the truth in this matter and I am willing and prepared to make that next step to small claims court for a Judge to decide on this.

  

  Business response

  07/03/2024

  Dear BBB,
  
  Old Republic Home Protection (ORHP) is in receipt of the 2nd rebuttal for review and response. As stated prior, the adjudication is based on the photos that were provided. The denial will remain.
  
  Best regards,  
  
  *************
  Plan Compliance Manager
  Old Republic Home Protection

  Customer response

  07/03/2024

   
  Complaint: 21916832
  
  I am rejecting this response because:  There assumption of the photos is incorrect.  They did not see the actual problem.  The Plumber who repaired it did.  Again, they are making assumptions and are clearly not looking at facts.
  
  Sincerely,
  
  *********************

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