ComplaintsforOld Republic Home Protection

• Initial Complaint

  08/14/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  On 8/14/2024 I attempted to renew my policy for the year. Upon attempting to renew I received this automated message " We appreciate your interest in renewing, however have opted not to offer coverage for another term. According to the terms and conditions, the Plan will be renewed at our discretion." I contacted customer service to inquire as to why I could not renew. They informed me that it was due to my property being flagged as high coverage loss. I did file 3 claims within one year, for my pool pump, stove, and plumbing issues. Initially I spoke highly of Old Republic as they demonstrated excellent customer service however after their refusal to renew my coverage I can clearly see that they do not care about their customers. What is the point of paying for such high coverage if when time comes to utilize it they have an issue with it and will not renew my policy. It appears as though due to the fact that I did have to use them they are not happy with that and are now refusing to renew my coverage. I wanted potential buyers to be aware of the issues they might encounter if they choose old republic for home warranty and actually utilize the home warranty. They want you to purchase a policy, pay for it but expect you not to utilize it because when you do utilize it they refuse to renew your policy. I am extremely disappointed in the outcome of my conversation with customer service.

  

  Business response

  08/15/2024

  Dear BBB,
  
  Regarding the Plan renewal 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 ** 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 6D that the Plan will be renewed at our discretion.   
  
  The statement above, I did file 3 claims within one year is not fully accurate. According to the file ********************** has filed service requests for 7 items, cooktop, dishwasher, kitchen refrigerator, range, pool pump, pipe leak,and his garage door at his home since the effective date of his Plan. The Plan cost ********************** $936.00. ORHP has paid over $5,500.00 in benefit on his behalf for either repairs or replacements.
  
  ORHPs computer system performs a review of all effective Plans on a regularly scheduled basis. The effective do no renew status is the result of that review process and is based on objective criteria.
  
  ORHP understands it is inconvenient to have to locate another warranty provider,however, at times when the amount of money that is paid out far exceeds the amount collected, it is necessary. Please accept this communication as contact from ORHP.
  
  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

  08/15/2024

   
  Complaint: 22141716
  
  I am rejecting this response because:
  
  You are correct about the repairs you have made, and I am beyond grateful that you handled each situation as agreed upon however if I had known before hand that there is a limit on claims and that you would refuse to renew I would have sought out alternative methods to make these repairs I feel you should inform potential warranty buyers that if they utilize the services they run the chance of being unable to renew due to it being held against them none the less thank you for your time no further action needed. I will do my part as a home owner, to inform potential buyers of the risks they run if they utilize the home warranty. I appreciate the better business bureau for their follow through, old republic for the work done on my house, I will continue to spread awareness on all social media platforms 

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

  

  Business response

  08/16/2024

  Dear BBB,
  
  Old Republic Home Protection (ORHP) is in receipt of the rebuttal for review and response. As previously stated, ORHP is within its right to not renew a Plan. The Plan terms clearly state, at our discretion. It is not reasonable for any individual to expect any business to continue when losses are extremely high, over 650% loss in this particular case.
  
  Additionally,ORHP does not cancel a Plan mid-term, as automotive insurance companies do.ORHPs policy is to allow the full term of the Plan to progress, and simply made the business decision to not renew the high loss Plan.
  
  Thank you for acknowledging that ORHP paid the over $5000 in claims for your property. That is per the terms of the applicable Plan. You are welcome to post your opinion about your experience, please also note that ORHP will passionately defend our over 50-year reputation as one of the leaders in the home warranty marketplace.
  
  
  Best regards,  
  
  *************
  Plan Compliance Manager
  Old Republic Home Protection

  Customer response

  08/16/2024

  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

  08/06/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  Home warranty plan was purchased at closing for home purchase ******* 1/31/24 coverage amount $490.00 after storms and damage claim was filed and insurance was not responsive resulting in cancellation. Numerous attempts have been made requesting a refund with Old Home Republic being unresponsive to request for recovery of funds.

  

  Business response

  08/08/2024

  Dear BBB,
  
  Regarding the cancelation request and associated refund 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 ** 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.
  
  *************** had 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 on page 7 the process for cancelation.   
  
  According to the file **************** contacted ORHP on April 11, 2024 stating he had requested a cancelation over a month ago. A written cancelation request was received on May 25, 2024. The Plan was canceled with an effective date of April 11 and a refund check processed. A check was mailed to **************** on May 31, 2024.
  
  I requested that the check be investigated to determine if it had been presented to ORHPs financial institution. As of August 8, 2024, it had not. Therefore, I am having a stop payment placed upon that check. I will have another check issued and mailed to **************** second day air with signature receipt necessary.I only ask that **************** provide me the best mailing address for the check. I will be emailing him at the address that is on file AND he can email me at *********************************** for quicker resolution.
  
  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

  08/10/2024

  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

  08/05/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I filed a repair request with Old Republic Home Warranty on 6/4/24 for my heat pump AC. ORHW sent 3 different HVAC companies to diagnose/confirm, presumably due to cost of repair. on 6/17, repair was finally authorized/approved, with my out of pocket to be $1820 to contractor. For 2 months, we have been jerked around with,..."the parts will be delivered in 1-3 business days", or "sorry, the parts will be delivered in 7-10 business days", or "oops, the supplier never got the **** We followed up almost daily, with only twice getting a promised call back. Today is 8/5/24, and we finally were able to get thru to a manager and have them commit to a cash out value of $3200.00 within 30 days, although the manager said she can't send a letter to confirm that. With our history of the past 2 months, we feel suspicious of their good faith.

  

  Business response

  08/06/2024

  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 ** 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 service request for the **** issue was approved for ****************** to receive payment in lieu of repair. This was approved on August 5. I have requested it be processed immediately without delay. The check should be received within the next 21 business days.
  
  If it is not received in that time frame, ****************** can email me directly at ***********************************.
  
  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

  08/04/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  My first year with Old Republic, I paid about $450 for the year and $85 for service calls. Now I am being FORCED to renew at an annual rate double last years, $835 and $110 for service calls. There is no other option offered. This feels like a scam. I want to renew at the rate and service I currently have, it is wrong to force customers to pay for something they didn't ask for.

  

  Business response

  08/05/2024

  Dear BBB,
  
  Regarding the price increase of the warranty Plan,; 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.
  
  ******************* has had over $700.00 of benefits paid on her behalf for the current Plan in effect. The initial price ******************** paid in September of 2023 was lower than the current price. She is not being forced to renew.
  
  ORHP would have preferred not to increase pricing. ORHP understands our Plan holders would like to keep their current lower pricing. However, due to the economy and the cost of goods and services, there was an unfortunate price increase. The cost of Plans increased across the board, and not just for Ms. *********.
  
  If ******************** would like to purchase a Plan, the pricing will remain at the new cost.  
  
  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

  08/06/2024

   
  Complaint: 22091254
  
  I am rejecting this response because: when up for renewal, a customer should be offered multiple options to select from that best suits their needs. There are no options except the 1, hence being "forced" to renew at that rate. I am unsure of what you mean by "$700.00 of benefits paid on her behalf for the current Plan in effect." Can you further explain that? 

  I understand the need for cost of services increase, but DOUBLE the price? That is not a subtle cost of increase. I want to know why there is no option remotely in the same ballpark price-point as what I am currently paying? Unfortunately, at this rate, I will likely let the service lapse and not renew.
  
  Sincerely,
  
  ***************************

  

  Business response

  08/07/2024

  Dear BBB,
  
  Old Republic Home Protection (ORHP) is in receipt of the rebuttal for review and response. As previously stated, while very unfortunate, the pricing of ALL plans has increased due to the economy and the cost of goods and services,there was an unfortunate price increase.
  
  If ******************** would like to purchase a Plan, the pricing will remain at the new cost.  
  
  
  Best regards,  
  
  *************
  Plan Compliance Manager
  Old Republic Home Protection

  Customer response

  08/08/2024

  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. As such, it will likely point me in a different direction. Thank you for your time.
  
  Sincerely,
  
  ***************************

• Initial Complaint

  08/02/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  Old republic refused to cover my AC repair / replacement. My AC stopped working in my condo. They sent a 3rd party vendor to fix it. And he diagnosed the issue as compressor leak. He says since it was installed by a 3rd party vendor Old republic wont cover it. The problem is he is a 3rd party vendor himself. So if old republic reserves the right to use a 3rd party vendor why is it an issue that I used one before I had old republic as the home warranty?

  

  Business response

  08/05/2024

  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.
  
  According to the file the service request for the **** issue leak was submitted on June 27, 2024. ORHP assigned Innovation Air Conditioning and Heating LLC, an in-network service provider, to address the issue. They reported to ORHP on July 2, 2024 that the compressor had failed. They reported it failed due to an improper brazed connection from a previous installation. ****************** tenant stated that he thought the unit was recently replaced. This was confirmed by the property manager, *********************.
  
  The allegations that the denial was due to the prior work being performed by a third-party installer is not accurate. As previously stated, the Plan covers failure due to normal wear and use. The cause of the compressor failure was due to an improper previous installation. The Plan does not cover for a failure due to an improper installation, therefore the service request for the **** issue 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

  08/06/2024

   
  Complaint: 22085703
  
  I am rejecting this response because:

  It is true that the compressor was installed by a 3rd party prior to ORHP taking on as the home warranty *** however it worked for 2 years. also, how am I to know if it was improper installation or not. it was working. as a regular person without the knowledge of ****s i assumed its working so must be installed correctly. 

  I feel this isnt fair that this is being pinned down to improper installation. I think ORHP is just trying to get out of replacing the **** by any means necessary.

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

  

  Business response

  08/08/2024

  Dear BBB,
  
  Old Republic Home Protection (ORHP) is in receipt of the rebuttal for review and response.  As previously stated, the Plan covers failure due to normal wear and use. The cause of the compressor failure was due to the improper previous installation. The Plan does not cover for a failure due to an improper installation, therefore the service request for the **** issue was correctly denied.
  
  Best regards,  
  
  *************
  Plan Compliance Manager
  Old Republic Home Protection

• Initial Complaint

  08/01/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  This is warranty company that per the plan should cover replacement of broken appliances. We have gotten piece mail fixes to our AC unit now it is completely broken and 90 degrees in our house. There has been no prompt response from the business to aid in fixing this issue. When looking at reviews online it seems the only solution they will offer is covering 10% of the replacement. In bold on the plan it says,When a condenser has failed and replacement is necessary, in order to maintain system operational compatibility and operating efficiency that meets or exceeds that of the original equipment, we will replace any covered component as well as modify the plenum, Indoor electrical, air handling transition, duct connections, and the installation of metering devices as necessary. Coverage is available for cooling systems not exceeding five tons per unit. Our unit is 4 tons so we should be covered for a full replacement. The company will keep sending temporary fixes, but every technician who comes out clearly says that we will need a replacement the next time. Im just concerned at which point do they deem it unfixable and will replace it? Is it never and they just buy us out which goes against the plan that we paid for or will they actually aid us in solving this issue which is causing overall health issues. Currently it is 90 degrees in the house with no AC in ******* in the middle of the summer and my wife is pregnant. Does she need to have severe issues in this heat before it is deemed necessary?

  

  Business response

  08/02/2024

  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 initial service request for the **** not cooling to desired temperature, frost on the evaporator or condenser and not shutting off was submitted on July 16, 2024. ORHP assigned Maximum Comfort Specialist, an in-network service provider to address the issue.
  
  As an in-network service provider, they have a pre-determined limit on repairs they can perform without needing to submit a detailed report. There was NO report of a condenser failure. They submitted an invoice for payment to ORHP on July 22, 2024 that they apparently replaced service valves and charged the system with 2 pounds of R410a refrigerant. The invoice stated they replaced service valves.
  
  On July 23, ************** contacted ORHP stating that the technician had not returned,and he was requesting swift resolution due to expanding their family. As stated above, no report was required as the cost of the service was less than Maximum Comforts limit.
  
  On August 2 a priority service request was submitted. It was assigned to ******* & Sons Heating & Cooling LLC. They will arrive and make a diagnosis and estimate for repair. If the repair is over their pre-determined limit, they will submit a report for review. If that step is necessary, the report will be reviewed,and a determination of coverage will occur.
  
  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

  07/31/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  submitted a claim with Old Republic to repair or replace a broken microwave, I have been initiating all interaction with carrier, however I am yet to hear response from Home Warranty

  

  Business response

  08/01/2024

  Dear BBB,
  
  Regarding the service request for the microwave 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.
  
  According to the file the service request for the microwave issue was submitted on June 24, 2024. ORHP assigned Express **************** Services, an in-network service provider, to address the concern. They reported to ORHP on July 15 that the issue was the door handle was broken and the door is missing a small piece as well. The handle is covered by the applicable Plan, however, the door and associated cover are not provided coverage from the Plan. Those would need to be paid for on a retail basis directly to Express Appliance.
  
  ORHP approved the repairs to the handle, however, there are costs that the Plan will not cover. These are for the door/handle cover. They equal $331.00 and will need to be approved by ****************** and paid directly to Express Appliance. Multiple calls have been made to ****************** to obtain his approval. No return call has been received.
  
  If the non-covered costs are not approved, then the covered portion cannot occur.The only option at that time is to provide ****************** with payment in lieu of the repair at ORHPs cost. That payment in lieu equals $266.39.
  
  ***************** can email me directly at *********************************** with his decision. Once it is received, the service request can move forward.
  
  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

  08/02/2024

  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and even though I approve resolution, I disagree with business stating multiple calls being made by service providers had been made. In fact,

  this is actually the first I heard since the last call made to ORP in regards of my case, true evidence is email correspondence initially attached, nothing directly from vendor has been submitted for my approval. Please have

  business send propose service fee send to my provided email so I can formally proceed
  
  Sincerely,
  
  ***************************

• Initial Complaint

  07/29/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  On 5/24/2024, we filed a claim and paid the service call fee for our ** unit that was no longer cooling. The assigned technician came out and said we had to wait a few days for the coils to thaw so he could come back out and diagnose the issue. When he came back out on, he diagnosed the issue as the coil in the attic needing to be replaced. Old Republic notified us they ordered the part on 6/5/2024. When the part came in, Old Republic called us and told us the part was in, but the contractor was no longer able to come to fix the problem and they assigned us to a new company, All American Heating and Cooling on 6/11/2024. When this contractor came out, they told us they had to diagnose the problem themselves. We told them the part the first contractor ordered. They refused to check the part the original person owed, and they did not check the attic. They said they "fixed" the issue. On 6/24/2024, the ** went out again. This time, they still refused the check the initial issue and said they fixed something else. The ** went out again and we placed another call on 7/6/2024. This time, they finally went into the attic and decided it was the same part the original company said was needed. They placed the order on 7/14/2024. Then, after they replaced this part, the ** went out again. At this point we placed another service request on 7/14/2024. Old Republic decided they didn't like what the contractor was saying. They reassigned us to another contractor, Air Command. This company came out on 7/25/2024. The technician told us "You need a new unit but they Home Warranty company is going to make you replace the compressor first. You need to fight for a new unit." It is now 7/29/2024 and Old Republic said they rushed it as a priority to replace the compressor. 3-5 business days is not a rush. This 20 year old unit needs to be replaced and we cannot go another day without air condition in this heat. It is completely ridiculous.

  

  Business response

  07/30/2024

  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 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.
  
  According to the file the initial service request for the **** system not cooling properly was submitted on May 24, 2024. ORHP assigned *************** Air Conditioning to address the issue. They reported to ORHP on June 3 that the issue with the 2nd floor unit was a failure to the evaporator coil. This replacement was approved and the parts were ordered. However, on June 11, ***** contacted ORHP stating that their truck was inoperable and needed repair. That would not occur until at least the end of June. They requested that the work order be transferred.
  
  It was transferred to All American Heating & Cooling on June 11.  They found a leak, repaired the leak and then recharged the system with the correct amount of refrigerant on or about June 14. However, on June 24, ****************** contacted ORHP to report there was still an issue with the cooling of the system.
  
  The request was recalled back to All American and on June 24 replaced a CFM and reported that the system was operating as designed. However on July 6, ***************** contacted ORHP to again report that the system was not operating correctly. It was again reassigned to All American.
  
  On July 10, they reported that the evaporator coil had failed and needed to be replaced. Along with the repair, there were costs that All American was charging that are not covered by the Plan. They equaled $400.00 and would need to be authorized by ****************** and paid directly to All American.  This was approved on July 11.
  
  According to the file, the work was completed on or about July 18. However, on July 22,****************** contacted ORHP to state the system was not operating properly. ORHP assigned a different servicer, Air Command Heating and Cooling LLC. They reported to ORHP on July 29 that there was now an issue with the outside compressor and a capacitor.
  
  This repair was approved, and a message left with ******************. However, the work has not been completed. ORHP does understand it is frustrating to have an **** system not operating. However, it is the heart of the ** season, and parts may not be immediately available. It is unfortunate, but OHRP does not have control over shipping delays. Once the parts are received an appointment will be scheduled for installation.
  
  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

  08/05/2024

   
  Complaint: 22063414
  
  I am rejecting this response because: all ORHP has done is restate everything I stated. Their lack of concern for our circumstances, and listening to our struggle with the service providers THEY sent us, has resulted in a SRP bill of $800.29 which is double what it usually is this time of year based on our bill comparison with SRP, and a payment we made to All American Heating and Cooling for $400 for items not covered (haul away). The company left the old, trash items and never hauled them away!! They left them in our front yard for 7 days. We had to figure out disposal on our own. I told this to the escalation representative. This representative was callus, cold, and rude at times without acknowledging the struggle we were dealing with. 
  

  We pay for a level of service with OHRP that we expect to receive. The time of year, or busy AC season, should not warrant us sleeping on couches for 2 months straight with phone representatives who do not treat our situation seriously. I will be writing to the ******************** of Realtors as we were recommended to this company by one of their agents. 
  
  Sincerely,
  
  ***************************

  

  Business response

  08/07/2024

  Dear BBB,
  
  Old Republic Home Protection (ORHP) is in receipt of the rebuttal for review and response. As per the prior response, ORHP has no control over the supply chain nor shipping delays. It is as frustrating to ORHP as it is to our Plan holders when part delays occur.
  
  However,per the notes in the Plan, the work was completed on August 6. ORHP contacted Air Command to confirm the work was completed. A call was made to ****************** to confirm the work was completed, however, there was no answer, and a message was left. I have noted in the file that ****************** had issues with the hauling away of the equipment and to discuss as necessary.
  
  Best regards,  
  
  *************
  Plan Compliance Manager
  Old Republic Home Protection

• Initial Complaint

  07/29/2024

  Complaint Type:

  Order Issues

  Status:

  Answered

  More info

  Please see attachment, the box lists ************************************************************************** I have 9k words and I don't according to ********* word. I have 2k words.

  

  Business response

  07/30/2024

  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.
  
  According to the file the initial service request for the **** issue  was submitted on May 19, 2024.ORHP assigned Gotham Air LLC, an in-network service provider, to address the issue. They provided ORHP with a report on May 22 stating that the system had a failed thermos-expansion valve (***) and needed a new receiver drier. However, ************** contacted ORHP to state that the technician from ***** was rude and unprofessional, and he would not allow them back to the property.
  
  ORHP then transferred the work order to Sea Breeze Cooling LLC. ************** then inquired if he would be compensated for having to miss work, it was explained that the Plan does not provide for lost income. Sea Breeze provided OHRP with a report on May 28. They also reported that the same component, the **** had failed and required replacement.
  
  ************* contacted ORHP on June 7 to state that the Sea Breeze technician informed him the *** was installed incorrectly. This is when it was realized that on or about December 23, 2022 a new evaporator and condenser was installed at the property. The new *** was installed on June 8. ORHP spoke with Sea Breeze and it was confirmed that there was no improper installation in 2022. The component simply failed.
  
  On June 20 an ORHP supervisor contacted Sea Breeze and was informed the only concern prior to installing the *** was the positioning of the coil and air handler.The repair was completed as previously stated and the unit was working correctly.
  
  The supervisor also contacted **************, it was confirmed that the unit was working properly, and nothing further was necessary. He did express disappointment related to the time it took to correct the issue. He requested to be compensated due to lost time from work, it was explained that the Plan does not provide coverage for that type of loss.
  
  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

  08/01/2024

   
  Complaint: 22062515
  
  I am rejecting this response because: In reviewing the response, in one paragraph ************ states that "ORHP spoke with Sea Breeze and it was confirmed that there was no improper installation in 2022." however in the next statement he goes on to state "On June 20 an ORHP supervisor contacted Sea Breeze and was informed the only concern prior to installing the *** was the positioning of the coil and air handler." This was the basis of my concern and why I am advocating to have them correct this matter. I would like the air handler installed correctly so that it is working efficiently and to the best of its ability. Not only did Sea Breeze identify this concern but also the prior vender Gotham that came out had the same concern. Plus, I had an independent vendor come out and advised me the same as well. The air handler is installed incorrectly as the position that it was installed does not allow for proper air flow leading to excessive condensation and the unit working harder than it needs too. The unit is working; however, I don't believe it is working properly. In regard to compensation, I did not ask for reimbursement of my work salary, in the moment I was frustrated that I had to keep taking time off from work, this is what I relayed to the representative. What I was seeking was compensation for loss of living/enjoyment of my home due to the fact that it took ORHP and excessive amount of time to fix this matter. In the state of *******, having your home reach the temperature of over 98 degrees is unacceptable. I can understand a turnaround time of 3-5 days but 3 weeks, 21 days, is ridiculous. I made this request after speaking with the Attorney General of my state in regard to heat laws and what falls under limited warranty under my plan. Again, I have been a loyal customer of ********************** since 2009 and I understand what limited warranty is however in the case where something like this is out of the customer's control, ********************** should have done every effort possible to ensure that the customer was not suffering. 

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

  

  Business response

  08/02/2024

  Dear BBB,
  
  Old Republic Home Protection (ORHP) is in receipt of the rebuttal for review and response. As previously stated, according to notes in the file, the system is repaired and working properly. While ORHP does understand the frustration with not having a cool home to reside, the Plan simply does not provide compensation for living issues, lost income etc.
  
  If there is an issue in the future, ORHP will address that as necessary.
  
  Best regards,  
  
  *************
  Plan Compliance Manager
  Old Republic Home Protection

• Initial Complaint

  07/29/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  We've been a customer for nearly 20 years. We've paid our fees every year and have had several years without incidents or claims. We called in a service desk ticket on 06/28/24. Your contractor didn't arrive until 07/09/24 and has supposedly ordered parts. No call. No return calls from either Old Republic nor the contractor. Today is 07/29/24 -- THIRTY ONE DAYS and we are no further along resolving this issue. Let's not forget that the technician's work resulted in a river in our basement that had to be vacuumed every ***** minutes.Had to call another service provider (07/26/24) who showed up within 15 minutes, stayed for 3 1/2 hours and stopped the flow of water in the basement. They are coming out later this week to replace the system that the **** contractor has not contacted us about and correcting the issues from 2011 where the FIRST **** contractor didn't install a unit correctly. We don't appreciate the lack of service from either the contractor and/or Old Republic. We don't appreciate the damage and river flowing through our basement. We don't appreciate the lack of coverage from your first failed attempt in 2011 that now we're having to pay for to correct. We don't appreciate the additional costs of $600 for the window ac units purchased due to the incompetence of your organization in July in *******. We've consistently paid a lot of money over the years and we've been failed. We've spent hours on the phone with **** for resolution only to be provided excuses, apologies and no resolutions. I'm asking for the refund of $7500 to repair what should have been done correctly in 2011, the repairs to the ac, the clean up to the damage because of the river of water in my basement and the $600 for the window units we were required to purchase due to consistent incompetence. I'll happily provide documentation when everything is completed. DO NOT RECOMMEND THIS COMPANY TO OTHER INDIVIDUALS. If they did this to us after 20 years. What chance new customers get?

  

  Business response

  07/30/2024

  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 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.
  
  According to the file the service request for the **** issue was submitted at 10:56am EST on June 28, 2024. ORHP assigned ********* Systems LLc, an in-network service provider, to address the issue. Arrow contacted ************ and learned that the system was a water sourced system. ***** contacted ORHP at 9:55am EST and stated they do not work on that type of system; therefore, the work order was transferred to Cahaba Contractors at 1:10pm EST after confirmation they would be able to work on a water sourced system.
  
  After a delay in arriving at the home to diagnose the issue, ****** reported to ORHP on July 12 that the issue with the first-floor unit was a failure to the evaporator and condenser. The repair was approved,
  however,there were costs that the applicable Plan did not cover.   
  
  The issue with the second-floor unit was a failure of the evaporator coil. This was approved however there were also costs that the Plan did not cover.
  
  *********** contacted ORHP to report that there was water leaking into their basement,apparently from where ****** had been diagnosing the system. There is also a note that shows the duct work is too small for the current air flow and needs to be larger. That would entail replacement of the entire duct system at a cost of $675.00. As the duct did not fail due to normal wear and use, that replacement would not be covered.
  
  Ms.***** current Plan has a $1,500.00 limit of liability for a water sourced **** system. Therefore, the non-covered costs equaled $4,827.50 and were approved by ************ on July 12. On July 16, ************ contacted ORHP to inquire if she was able to take a cash out reimbursement in lieu of having the repairs completed by Cahaba. It was explained the reimbursement would equal $1,295.00. the limit of liability of $1,500 less diagnostic charges of $205.00.
  
  *********** contacted ORHP back at 3:21pm EST on July 26 to state she would just prefer to have ****** complete the work. An email was sent to ****** to inform them of the decision. At 4:33pm EST ************ contacted ORHP stating that ****** had not responded to them. Then stated he now does NOT want ****** to complete the work.
  
  On July 27 ************ contacted ORHP to request reimbursement stating that ****** was not responsive. It was explained that ORHP would need to contact ****** to inquire as to the status of any parts ordered and if they were returnable. On July 29, ************ again contacted ORHP stating it has been 31 days since the issue was submitted. She also explained that there is damage due to leakage.
  
  There will be no refund of $7,500.00 provided for any repair of a system repair that occurred over 13 years ago in 2011 and has operated as designed. Additionally, the Plan does not provide for purchase of window units or remediation of leaks that occur due to malfunctions.
  
  ORHP is still unsure of whether ************ wants the $1,295.00 reimbursement or if she wants ****** to complete the work. I will offer *********************************** to have their decision provided. Once that is provided, I will be able to move the work order forward.
  
  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

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