Complaints

This profile includes complaints for Old Republic Home Protection's headquarters and its corporate-owned locations. To view all corporate locations, see Find Local Branches.

close

Find a Location

Old Republic Home Protection has 4 locations, listed below.

*This company may be headquartered in or have additional locations in another country. Please click on the country abbreviation in the search box below to change to a different country location.

BBB accredited

Near

Country

USUnited States

Please enter a valid location.

Filter

• 

  Old Republic Home Protection

  PO Box 5017 San Ramon, CA 94583-0917

  
• 

  Old Republic Home Protection

  Chandler, AZ 85224

• 

  Old Republic Home Protection

  Birmingham Area Birmingham, AL 35226

• 

  Old Republic Home Protection Company, Inc.

  2948 Blacksmith Ct Delaware, OH 43015-9191

The complaint text that is displayed might not represent all complaints filed with BBB. Some consumers may elect to not publish the details of their complaints, some complaints may not meet BBB's standards for publication, or BBB may display a portion of complaints when a high volume is received for a particular business.

• Initial Complaint

  Date:03/31/2025

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  Old Republic Home Protection has been my warranty company since May 2017 under a Realestate Sell - Platinum with ********** Plan - Contract # ******** During a regular tune-up on my A+ rated Rheem Package HVAC - Aire Solutions/***** said the condenser coils were leaking. ORHP hired Titan on 01/30/25 to assess. 02/5/25 ********** text me stating they were outside w/ a crane to install A/C package?NO appointment was made prior to install, the Py4G is damaged & stained & Titan left much undone :( 2/5/25 when I got home, I found the install was heavily DAMAGED on all 4 sides coils smashed & unidentified stains remain. My contract does not call for ORHP to buy & install a DAMAGED HVAC but ORHP decided to tell me to accept the damaged ***** w/ only a 5 year warranty...I filed a complaint with ******************************** 2/6/25 and sent and resent pictures of the obvious damages and out of code work. Over the next several weeks ORHP managers avoided my calls, and left me on hold for 1:26 minutes saying Auth. Manager IreneC would take my case 2/19/25 No attempt was made by ORHP to repair the ************ replaced Rheem came with factory galvanized Hail Guards. 3/14/25 I requested that ORHP replace this damaged ***** with a non damaged HVAC w/ its own factory Hail Guards ***** w/out research allowed only $200 to 2nd ntworkprovider/Marathon who quoted for a "make shift ************ kit" to AVOID replacing this damaged *****.?? Now Carrier/Dist. told *****-factory hail guards were not orderable. 3/17/25 ***** finally stated ORHP would replace the ***** with a new HVAC contained w/ its own hail guards....03/24/25 Problem is ***** and Marathon expect me to accept a 14Seer ******* with only a 2star reliability rating, a history of leaking, wiring & heating problems...3/25/25 When I didnt accept the lowest cost *******,- Comp.Dept ** **** blocked my access and stated "I would need to accept the 2star ******* OR a lowest cash pay out within 48hrs!" HELP Coercion *****

  Customer Answer

  Date: 04/04/2025

  SEE attached:PROOF/ pictures
   #1) HVAC/*****-DAMAGES-2/5/25
  #2)HVAC ******* a 2star Rating to replace Damaged 3star *****

  Page 2 ******* HVAC Package Rating @ 2stars with a history of problems ?SEE NO hail guards were given to replace my A+ RHEEM with factory Hail Guards. the *****:damaged unit had them but Titan/installer or ******/Seller removed prior to install  A Make shift hail guard/mesh roll and bolts is what IreneC Authr.Manager tried to give me:(3/6/25) SEE: Attached Research in picture form ORHP

  Customer Answer

  Date: 04/04/2025

  AZ BBB ADVISES ME TO SEND MY RESOLUTION CHOICE.
  1st a picture of my Rheem 2/4/25 from manual
  AND
  2nd-COMPARABLE RHEEM A+ rated by BBB
  that meets todays Standards and meets the efficiency & reliability standards of my replaced Rheem
  Please attach this RHEEM REPLACEMENT request to ORHP

  

  Business Response

  Date: 04/11/2025

  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 warranty Plan that covers failures that are caused by normal wear and use. The Plan has stated limitations and exclusions to any coverage.The Plan states on page 6 that it does not guarantee matching dimensions,color, or brand Therefore, in offering the ******* unit, OHRP is in compliance with the terms and conditions of the applicable legal and binding Plan.
  
  ************* submitted the **** service request on January 19, 2025. Since that time ORHP has been communicating with Ms. ********** via either phone or email.However, due to the recent extremely high number of calls from Ms. *************** was required to block her number. She has not been blocked from email communications, which ORHP has received well over 100 emails. She has always had the ability to email ***********************************************************.
  On or about April 1, the issue of providing the payment in lieu and acting within the terms of the Plan were discussed with ORHPs General Counsel. At that time,in order to prevent any further delay, the decision was made to provide ************* with payment in lieu of repair.
  
  On April 8 ORHP sent Ms. ********** the detailed breakdown of the amount of the check. The check arrived, signature required, on April 9, to which she did sign and accept the check. After ORHP was confident that the check was received, ORHP emailed Ms. ********** stating that if she had any additional information such as estimates from her own contractors to provide, ORHP would be glad to review them.
  
  ************* has replied that she was happy to have received that email and that she should have 3 estimates emailed to ORHP by Monday April 14. ORHP will review them once they are received.
  
  ORHP appreciates Ms. ********** 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 Answer

  Date: 04/14/2025

  Mr ****/ORHP

  Had ORHP acknowledged my HVAC claim in a timely manner and not installed a damaged with NO hail guards a damaged ***** one call is all I would have madeSame as my text had ORHP acknowledged the damaged ***** and replaced it accordingly ORHP delayed action for the 1st 6 weeks   You Mr **** got involved after ORHP ***** C failed to provide the proper care to my claim

  IreneC let that 2nd service provider lowest bid a 2star ******* HVAC to replace the NO hail guard Damaged ***** they 1st installed 2/5/25 unannounced!   Insane!   The lowest cost out of commission ******* has a history of leaking etc   ORHP ignored my pictures and research and denied proper documentation  My ONLY recourse was to resubmit and resend my proof to receive proper HVAC provisions ORHP delayed denied and dismissed all UNTIL I filed my complaints beyond their doors.  ** **** has been nothing but rude and pushy, changing deadline dates by *************************************** **** they could possibly muster

  ORHP chose substandard HVACs to replace my smooth running Rheem of 19 + years.  My Rheem is highly rated and included the very necessary HAIL guards ORHP failed to provide on the ***** on 2/5/25Carrier told IreneC no hail guards can be ordered for that HVAC so IreneC chose a replacement that was decommissioned January 2023!!!   My proof and my follow-up was what got ORHPS attention finally!

  ** **** attempted to bully and coerce me and the *************** at ORHP drive that cart!   I received that low balled, insulting quote and threw up knowing what the REAL cost for consumers are!!! ORHP set out to undersell my claim and expected me to settle for damaged and decommissioned with NO questions ask  WHY?

  All avoidable All unacceptable

  I will be meeting today with the 3 reputable HVAC provider  I will meeting with family to compare all 3

  i expect ORHP to make up the difference between their low-balled pay out of ***** to meet todays HVAC standards NOT yesterdays warehouse rejects.  
  I appreciate the reconsideration and have graciously accepted ORHPs offer to reconsider their past decisions regarding my valid complaint, pictures and substantial research.

  I will forward all 3 estimates onto ORHP by Wednesday 4/16/25 if not sooner

  ***** **********  ***************************************************************** ************

   

   

  

  Business Response

  Date: 04/14/2025

  Dear BBB,
  
  Old Republic Home Protection (ORHP) is in receipt of the rebuttal for review and response. As previously stated, once **** has received the estimates, they will be reviewed. Additionally, it was explained to Ms. ********** via email response this morning, April 14, that ORHP has not stated it will increase the reimbursement. It was simply that ORHP would review the estimates.
  
  Best regards,  
  
  ** ****
  Plan Compliance Manager
  Old Republic Home Protection
  

  Customer Answer

  Date: 04/14/2025

   
  Complaint: 23138411
  
  I am rejecting this response because: ORHP HAS BROKEN THEIR CONTRACTUAL AGREEMENTS WITH THIS POLICYHOLDER.  ORHP IS NON COMPLIANT AND THEIR INTENT HERE IS NOT TO RESOLVE MY CASE

  THEIR  INTENT IS TO DENY DIMISS AND DELAY PAYING MY CLAIM IN FULL
  
  Sincerely,
  

  
  

  

  Business Response

  Date: 04/15/2025

  Dear BBB,
  
  Old Republic Home Protection (ORHP) is in receipt of the 2nd rebuttal for review and response. Again, as previously stated, once **** has received the estimates, they will be reviewed. Additionally, it was explained to Ms. ********** via email response this morning, April 14, that ORHP has not stated it will increase the reimbursement. It was simply that ORHP would review the estimates.
  
  ORHP had agreed that the prior unit was damaged and compiled a different system to be installed had Ms. ********** agreed. In lieu of the new system, ORHP offered to pay Ms. ********** $6,625.79. She did not provide a decision, therefore, in compliance with the terms and conditions of the legal and binding Plan, ORHP paid the $6,625.79 to Ms. ********** and it is confirmed received as of April 9, 2025.
  
  Best regards,  
  
  ** ****
  Plan Compliance Manager
  Old Republic Home Protection
  

  Customer Answer

  Date: 04/18/2025

   
  Complaint: ********
  
  I am rejecting this response because:
  ORHP HAS DECIDED WITHOUT NOTICE TO FURTHER HARM ME BY DECLINING TO  MY RENEW MY PLAN THAT EXPIRES MAY 15 2025  AGAIN I HAD TO RESEACH AND GRILL TO GET SOLID RESPONSES ABOUT MY YEAR HOME WARRANTY WITH ORHP 1st SOLD DAMAGED HVAC 2nd GOOFMAN DECOMMISSIONED HVAC ACCEPTED BY ORHP FIR LOWEST BID 3rd FORCED CASH IN LIEU ** **** Compliance Manager Retracting his agreement to me 3/25/25-date  ESTIMATES (5) SENT FOR ORHP RECONSIDERSTION IN LOW BALLED CASH IN LIEU SENT WITHOUT MY AUTHORIZATION  I SENT THAT PROOF DIRECTLY TO MY ASSIGNED ASPENB AT BBB ASKING HER TO FORWARD A CHAIN OF EMAILS ON THE ABOVE, with Al ***************************** style="font-size: *****rem; -webkit-text-size-adjust: 100%;">Aspen B to attach Friday 4/17/2(

  Thank you

  BBB COMPLAINT # ********

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

• Initial Complaint

  Date:03/31/2025

  Type:Product Issues
  Status:

  ResolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I filed a claim for my dishwasher in February 2025. A service provider was assigned to me, but I was never contacted. I had to reach out after almost a week to make an appointment with the service provider. I had to pay the fee (which Old Republic recently increased). A service provider came out to my home and diagnosed the issue with my dishwasher, saying they will order parts and it should take about 2 weeks to receive them. A month later, no word. I received an email saying that my ticket had been closed. I received a second email saying that my parts had been ordered, almost A MONTH after the diagnostic visit. Confused, I called Old Republic. They said their system has a fault where once the diagnostic visit is complete, it says the job is complete, even when its not. I contacted the service provider, who said they have no parts and as far as they know, the job is complete. I contacted Old Republic AGAIN, and was told that the service provider is incorrect. The parts were ordered. It has been a month and I still have no working dishwasher, with no guaranteed date of when the parts will be delivered or when it will be repaired. Any communication I have received, has either been incorrect, or I have had to reach out to them, instead of them reaching out to me. I am very frustrated and unsatisfied with the service I have received so far. I would like a refund of my service call fee for the huge inconvenience and still incomplete job.

  

  Business Response

  Date: 04/11/2025

  Dear BBB,
  
  Regarding the service request for the dishwasher 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.
  
  In connection with my response to the above complaint, I have reviewed the plan ******** purchased. The plan was purchased as a renewal on January 30, 2025, with an effective date of January 30, 2025. (CA 7.1 Silver Plan Renewal). The plan document has limits and exclusions and required trade call fees.
  
  Pursuant to that plan a service request was submitted for an dishwasher issue on February 28, 2025. ORHP assigned Kerenza Appliance Repair, an **** in-network service provider, to address the issues.
  
  My review included service provider notes, authorization agent notes and supervisor notes. A timeline of the events surrounding your complaint is listed below.
  
  1.         February 28, 2025. The Plan Holder contacted ORHP to report that the dishwasher was not completing cycles,not drying dishes and had error code nE. The service request was assigned to ************************, an in-network service provider.
  
  2.         March 6, 2025. ******* reported that the control board, motor/pump assembly and a switch had failed. ORHP researched the and ordered the requested parts. The ****** were left a voicemail stating the current part on order status.
  3.         March 26, 2025. ORHP received a call from *** ****** He stated that he reviewed his online portal and the claim was showing completed. It was explained that the work order was approved for repair and that the parts had been ordered. It was explained that the status would be corrected.
  
  4.         March 27, 2025. ORHP contacts the part supplier and confirms that the parts are on order and available. Sends updated message to ******* stating parts are ordered and work order is not closed.
  
  5.         March 31, 2025. *** ***** contacts ORHP to again state that he has gotten a notification that the work order is completed. It is explained that the parts are ordered, and Kerenza is aware. *** ***** also states that Kerenza is telling him they also got the same work order completed notice. Research is being done to determine the issue. Another email is sent to ******* explaining that parts are ordered and that the work order is not competed.
  
  6.         April 11, 2025. ORHP received the BBB complaint due to the delays.
  
  
  After reviewing the entire work order, I have forwarded the work order to our authorization department for resolution. Someone will be reaching out to *** or Ms. ***** within the next 24 hours. If no one reaches out, they are welcome to email me directly at ************************************
  
  ORHP appreciates Ms. ***** 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 Answer

  Date: 04/11/2025

   
  Complaint: 23140410
  
  I am rejecting this response because:

  The job is still not complete, over a month after the claim was filed. What recourse do we have, other than to request a refund of the service call fee? Are we just at the whim of Old Republics terribly slow timeline, regardless of how long it may take, or how unprofessional the service is? 

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

  

  Business Response

  Date: 04/14/2025

  Dear BBB,
  
  Old Republic Home Protection (ORHP) is in receipt of the rebuttal for review and response. As stated in my response on Friday April 11, that the request had stalled awaiting the service provider ******** response to their request for a status.
  
  It was explained I have forwarded the work order to our authorization department for resolution. Someone will be reaching out to *** or Ms. ***** within the next 24 hours. It is apparent no one reached out; however, I did not receive an email at *********************************** as I requested if no one contacted Ms. ****** Had I received said email, I would have been able to investigate quicker.
  
  I have reached out to the Director of Authorization for their assistance. If ******** does not receive any communication by 1:00pm PST Monday April 14, she should email me directly at the above email address.
  
  
  Best regards,  
  
  ** ****
  Plan Compliance Manager
  Old Republic Home Protection

  Customer Answer

  Date: 04/15/2025

  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 have been offered financial compensation to replace my dishwasher and I have accepted.
  
  Sincerely,
  
  ****** *****

• Initial Complaint

  Date:03/27/2025

  Type:Sales and Advertising Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  Bought the house 3 days in had a leak in kitchen called warranty (old republic) sent one plumber out who found leak but didn't fix it, recommend another set of plumbers who came in made huge holes and said the house had black mold and water damage and would need to call home ins but he had someone who would call the insurance place and fix everything called them over next day they tire my carpet in 2 rooms and a tile from floor going ************ and hallway asked for 2500 cash the next day for ins deductible.. The plumbers then continued to so call fix problem .. Few days go by and leak starts again call home republic and get another plumber who fixes it and fixes drywall... Realizing I was being scammed I let home republic know about the problem with 3 months later there still trying to fix the situation. And there solution is me talking to the same company who tried scamming me to get my money to fix the carpet and tile... And to top it off last plumbers fixed it about 3 weeks ago and now I had to call rotor rooter because I have the kitchen sink water coming up my bathtub. So none if there plumbers did anything or just made everything worse. I do not believe They are professional a company should have there to take responsibility for the people they hire to go to peoples houses. I had barely moved in not even a week when this all started and I'm still not comfortable. They act like it's nothing but being scammed is very important and dangerous.

  

  Business Response

  Date: 03/28/2025

  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 ** 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.
  
  In connection with my response to the above complaint, I have reviewed the plan that was purchased. The plan was purchased on December 9, 2024, with an effective date of December 23, 2024. (CA 7.1 Silver Plan with optional AC,Washer/Dryer/Kitchen refrigerator coverage). The plan document has limits and exclusions and required trade call fees. The Plan does not cover for consequential or secondary damage caused by any failure whether or not the failure is covered.
  
  Pursuant to that plan a service request was submitted for a plumbing leak on January 2, 2025. ORHP assigned the request to American Plumbing & Heating, an **** in-network service provider, to provide a determination of failure.
  
  My review included service provider notes, authorization agent notes and supervisor notes. A timeline of the events surrounding your complaint is listed below.
  
  1.         January 2, 2025. *********** contacted ORHP to report that there was a leak in the plumbing. The service request was assigned to ***************** & Heating, an ORHP in-network service provider.
  
  2.         January 3, 2025. American reports that the leak appears to be in or under the slab. They state that water is coming up through the flooring in the kitchen and see evidence of mold outside where water is leaking. They requested that the work be transferred to a company with leak detection equipment. ORHP assigned the work to Pro Integrity **************
  
  3.         January 7, 2025. Pro Integrity provides ORHP with a diagnostic report. They explain that the leak is in the drain line in the kitchen/laundry area. They will need to access the leak via the walls in those areas. ORHP has a discussion with Ms. ******** related to the secondary damage caused by the leak. The ORHP warranty does not cover for secondary damage and she is advised to file a claim with her home owners insurance. Royco Plumbing was assigned the request to repair the holes in the drywall. That work was authorized and then completed on or about January 16,2025.
  
  4.         January 14, 2025. *********** contacts ORHP to explain that Pro Integrity arrived and also had a restoration company out to do work related to the water damage. The restoration company had removed carpet and tiles and was starting to remove drywall, all due to the alleged water damage. Ms. ******** asked them to leave that she had not authorized them to initiate any work. Ms. ******** requested a Supervisor in order to discuss the damage that the restoration company had created.  
  
  5.         January 15, 2025. An ORHP supervisor contacted Ms. ******** and the issues with the restoration company assigned by Pro Integrity Plumbing. She had not authorized them to perform any work. She did state that the plumbing leak appeared to have been repaired by Pro Integrity. The Supervisor requested that photos be sent of the current state of the repairs. The Supervisor reviewed the photos and contacted Pro Integrity. They stated that Ms. ******** authorized them to have the restoration company arrive and initiate the work. The Supervisor explained that the carpet was tore out and tile removed, however, Pro Integrity stated they were unaware of those specific facts. The ORHP supervisor called the restoration company to discuss the issues, however, a voice message was required to be left.
  
  6.         January 21, 2025. ORHP contacted the restoration company again. However, again a voice mail was left. The Supervisor contacted Ms. ******** to ask if she had a bid for repair/replacement of the carpet and tile and none had been received. She was advised that she may have to have a retail bid and then place a claim against the restoration company and Pro Integrity Plumbing. The Supervisor was able to speak with the owner of Pro Integrity related to the issue. He was going to discuss the issues with the team that contacted the restoration company. It was explained that as the Plan does not cover for secondary damage, any restoration work must be approved by the Plan holder, Ms. ******************************************************************* February 4, 2025. *********** contacted ORHP stating that there appeared to be another leak under the kitchen sink. She advised she did not want Pro Integrity, therefore, OHRP assigned Royco Plumbing to address the current issue.
  
  8.         February 12, 2025. Royco submitted the estimate showing that the leak was in the slab of the home. The work was authorized. It was completed on or about February 13, 2025.  At this point, ORHP had fulfilled its Plan obligations related to repair of the plumbing leak. Any additional assistance was strictly helping Ms. ******** to address the issue caused by the restoration company.
  
  9.         February 19, 2025. ORHP received an email from Ms. ******** stating that there was asbestos discovered in the home.She was seeking assistance with the cost of the repairs needed for the damage caused by the restoration company. As previously stated, the Plan specifically excludes coverage for secondary damage. It was explained to Ms. ******** the limited extent that ORHP can assist. She disagreed stating that ORHP assigned Pro Integrity. Ms. ******** insisted on speaking with the Supervisor, ********** The issue with Pro Integrity was provided to ORHPs contractor relations (**) team.
  
  10.       February 26, 2025. ORHP ********************* spoke with Ms. ******** and it was confirmed that she had not contacted the restoration company that arrived and proceeded to perform work.She explained that when Pro Integrity was at the home, they explained that restoration would be necessary and that they could arrive the next day. Ms. ******** stated that she worked 3rd shift and could they arrive at 11am. However,they arrived at approximately 9am and her parents allowed them into the home.She stated that Pro Integrity made the appointment for her. ORHPs contractor relations (**) team started to contact Pro Integrity to discuss resolutions.
  
  11.       March 3, 2025. *********** contacted ORHP via email to inquire about the status for damages caused by the restoration company. ORHP advised of the involvement with the ** team.
  
  12.       March 13, 2025. ORHP receives email from the owner, *****, of Pro Integrity. That communication stated that Pro Integrity does not associate with any restoration companies.However, it appears that the technician, ******, made that call and scheduled the appointment. ***** stated that they would have ****** contact the restoration company and have the issue resolved. ***** requested 30 days to resolve the issue. This new information was communicated to Ms. *********
  
  13.       March 21, 2025. ORHP learned from ***** of Pro Integrity that the restoration company was taking responsibility for the issues in Ms. ******** home and that they were working for a resolution. ORHP then contacted Ms. ******** to confirm that she had been in contact with either Pro Integrity or the restoration company. She stated she had not and that she did not want anything from either of them and also did not want any contact OR payment from either of them. ORHP inquired as to another solution. Ms. ******** stated they could provide ORHP the payment and then ORHP would send her the payment. It was explained that ORHP could not facilitate that process. ORHP does not provide coverage for secondary damage nor its repair.  
  
  
  To summarize, the leak in the plumbing was covered by the applicable Plan in full.ORHP completely understands the frustration with the damaged caused by the restoration company recommended by the Pro Integrity technician, ******.However, both Pro Integrity and the restoration company are independent businesses and are not agents nor employees of ****. Furthermore, the Plan specifically excludes any coverage for secondary damages.
  
  Additionally,the restoration company has made the offer to cover the cost of correcting their mistakes. However, Ms. ******** has refused to accept that payment or any contact from both the restoration company or Pro Integrity.
  
  ORHP was under no obligation to assist in the resolution of the correction of damage caused by the restoration company secured by ******. However, in an effort to be a good partner with Ms. ********* ORHP worked diligently to facilitate a resolution, of which Ms. ******** has refused.
  
  At this time, ORHP will no longer assist and any and all resolution will be between Ms. ********* Pro Integrity and the restoration company.
  
  ORHP appreciates Ms. ******** 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 Answer

  Date: 04/09/2025

  My problem is still the fact that MY warranty company  an not take responsibility for a mess up.. Yes it's there fault as well they hire the people to go into our houses there not here they send these people and the people end up being no good and then I still have to talk to the people that just tried to steal from me and ask them for my money back.. Is it just me or does that sound  hideous would they do it if they were in my shoes.. That could be dangerous in so many ways.
  . When the responsible thing to do would have been pay the damage and  get there money back from the people they deal with to hire these workers.

  

  Business Response

  Date: 04/09/2025

  Dear BBB,
  
  Old Republic Home Protection (ORHP) is in receipt of the rebuttal/follow up for review and response. As previously stated, ORHP was under no obligation to assist in the resolution of the correction of damage caused by the restoration company secured by ******, a technician from Pro Integrity, not an employee or agent of ORHP. However, in an effort to be a good partner with Ms. ******************************* worked diligently to facilitate a resolution, of which Ms. ******** has refused.
  
  As stated, the restoration company has made the offer to cover the cost of correcting their mistakes. However, Ms. ******** has refused to accept that payment or any contact from both the restoration company or Pro Integrity.
  
  The Plan has clear language related to the relationship between an independent in-network service provider and ****. It states that the independent contractor is not an agent nor an employee of ****. Furthermore, the Plan states that ORHP is not responsible for any issue caused by an independent contractor.
  
  Any resolution must be between Pro Integrity, the restoration company and ************
  
  
  Best regards,  
  
  ** ****
  Plan Compliance Manager
  Old Republic Home Protection
  

• Initial Complaint

  Date:03/26/2025

  Type:Service or Repair Issues
  Status:

  ResolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  On March 9, ************* detected a gas leak in my home, shut off my gas, and locked the meter. On March 10, I filed a claim with Old Republic Home Protection (ORHP), who assigned Presidio Plumbing With Solar (PPWS). **** visited March 13 but couldn't proceed, claiming they needed an air compressor and the meter unlocked.From March *****, I repeatedly contacted ORHP and PPWS. **** gave conflicting excuses, claimed ORHP lacked my correct phone number, and failed to schedule follow-ups. ORHP agents repeatedly promised **** would resolve the issue but didn't allow me to switch providers. **** falsely claimed they replaced a gauge on March 20 when nobody was home or scheduled. I took off work on March 21 for a confirmed appointment, but PPWS didn't show.On March 21, ORHPs ******* refused my request to change providers, insisted PPWS needed the gas company to unlock the meter (contradicting PPWS's earlier statements), and transferred me to cancellation, where I was hung up on after two minutes.On March 24, ORHP's *** offered a new provider. Initially declining due to mistrust, I reconsidered but received no responses after leaving messages for *** on March 25 and 26.On March 25, ************* confirmed confusion about ***** claims regarding meter inspections, stating PPWS had not contacted them or the city/county for necessary inspections.Over two weeks later, the gas leak remains unresolved, leaving me without hot water or cooking facilities, due to ongoing negligence, miscommunication, and failed service from ORHP and PPWS.

  

  Business Response

  Date: 03/27/2025

  Dear BBB,
  
  Regarding the service request for the issue with a gas smell; 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.
  
  In connection with my response to the above complaint, I have reviewed the plan *********** purchased. The plan was purchased on January 17, 2025, with an effective date of January 28, 2025. (AZ 7.1 2Yr Platinum w/ ************ The plan document has limits and exclusions and required trade call fees.
  
  Pursuant to that plan a service request was submitted for a possible gas leak on March 09, 2025. ORHP immediately assigned the issue to Presidio Plumbing with *****************,an **** in-network service provider
  
  My review included service provider notes, authorization agent notes and supervisor notes. A timeline of the events surrounding your complaint is listed below.
  
  1.         March 09, 2025. *********** submitted a service request via ORHPs online portal for a gas smell/leak.The service request was immediately assigned to Presidio Plumbing with *****************, an in-network service provider.
  
  2.         March 14, 2025. Presidio contacted ORHP to report that the local gas company had locked the meter at the home. They would need to disconnect the line to the meter and connect equipment to pressure test the system. ORHP approved this request.
  
  3.         March 18, 2025. ORHP spoke with Mr. ******** of the status.
  
  4.         March 19, 2025. ORHP contacted Presidio to request that Mr. ******** be placed on the schedule due to no hot water or ability to use the oven. Presidio reported to ORHP that they would contact Mr. ******** and that they would arrive approximately 9-9:30am. At 12:15pm, Mr. ******* again contacted ORHP to state that he had not heard from Presidio nor is he able to reach them. Mr. ******** requested to switch service providers. ORHP again contacted Presidio and an appointment for Friday, March 21 between *****pm was confirmed.  
  
  5.         March 20. 2025. The Presidio technician contacts ORHP to report that the gas company must turn on the gas in order to confirm that the system is holding pressure and to confirm operation of the water heater.   
  
  6.         March 21, 2025. *********** contacted ORHP to report that Presidio did not arrive. It was explained to him that the gas company must return to turn the system on in order to proceed. Mr. ******** then requested to be transferred to the cancelation department.
  
  7.         March 21, 2025. ORHP received a Hubspot complaint. An upper-level associate contacted Mr. ******************* was explained that Presidio and the gas company have obviously not been coordinating visits in order for the technician to properly complete the diagnosis. At that time, It was offered to transfer the request to a subsequent service provider. Mr. ******** declined and simply stated he wanted to cancel his Plan. It was explained that any cancelation must be in writing.
  
  8.         March 26, 2025. ORHP received the BBB complaint.
  
  
  As of this response, ORHP has not received that written request for cancelation. If Mr. ******** still wishes to cancel his Plan, he is welcome to email me that confirmation to ************************************ I will make sure it is processed forthwith.
  
  ORHP appreciates Mr. ******** 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 Answer

  Date: 03/27/2025

   
  Complaint: 23119255
  
  I am rejecting this response because:
  

  The timeline provided is missing information: 

  March 24 - I was offered another service provider but declined due to lack of faith in ORHP and said I would cancel my plan.

   

  March 25 - I call *** at ORHP and leave a message stating that I changed my mind and would like to try another provider. I received no response.

   

  March 26 - I call *** again and leave a message asking for him to call back. No response again.

  March 27 - still no response

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

  

  Business Response

  Date: 03/27/2025

  Dear BBB,
  
  Old Republic Home Protection (ORHP) is in receipt of the rebuttal for review and response. As stated, the dates and associated depiction of the events is what was in the file for review. I dont see any notes related to a different decision. However, I assure Mr. ******** that it is being reviewed to find out where any disconnect occurred.
  
  I offer my absolute apologies for the delays.
  
  I will have the additional service provider assigned. They will be reaching out to schedule an appointment. If you have not heard from them by middle of the day Friday March 28, please email me directly at ***********************************************************.
  
  Best regards,  
  
  ** ****
  Plan Compliance Manager
  Old Republic Home Protection

  Customer Answer

  Date: 03/27/2025

  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

  Date:03/25/2025

  Type:Product Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I paid OLD REPUBLIC HOME PROTECTION $100 to dispatch a ******* to fix a leak in by shower drain. The ******* that eventually showed up made a mess in my living room and tracked wet drywall up my stairs and into my bedroom and bathroom. The ******* then left and I got an email saying that ******* was not interested in completing the work. A second ******* was dispatched and determined that the cause of the leak was improper installation of a shower (this installation occurred prior to me buying the house. OLD REPUBLIC HOME PROTECTION refuses to pay for the mess that their agent made and declined to cover fixing the leak. At the very least I want my $100 money back to cover the mess that was made and an apology for wasting my time.

  

  Business Response

  Date: 03/26/2025

  Dear BBB,
  
  Regarding the service request for the plumbing 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.
  
  In connection with my response to the above complaint, I have reviewed the plan that Mr. ***** purchased. The plan was purchased on January 17, 2025, with an effective date of January 17, 2025. (CA 7.1 Gold level Plan with optional Washer/Dryer/Kitchen Refrigerator coverage). The plan document has limits and exclusions and required trade call fees.
  
  Pursuant to that plan a service request was submitted for a plumbing pipe leak on March 24, 2025.ORHP dispatched ********************, an OHRP in-network service provider, to address the issue.
  
  My review included service provider notes, authorization agent notes and supervisor notes. A timeline of the events surrounding your complaint is listed below.
  
  1.         March 24, 2025. The Plan Holder contacted ORHP to report that there was a water leak in the primary bathroom. ORHP located ****************, an in-network provider, who was able to address the issue on March 25.
  
  2.         March 25, 2025. Smittys reported that there was no true pipe leak. The issue was from an improper tile installation and appeared to be leaking from the grout in the tile. Smittys recommended a remodeling company that specialized in bath and tile. ORHP contacted Mr. ***** to explain the determination. Mr. ***** disagreed, however confirmed that the leak only occurred when the shower is in use. This somewhat confirmed the determination of an issue in the tile. ORHP denied the service request as the failure is not due to normal wear and use, it is due to an improper installation of the tile and grout.
  
  3.         March 25, 2025. Mr. ***** requested to have his Plan required $100.00 trade call fee (TCF) refunded stating it was pointless of placing a request that would not be covered.
  
  
  ORHP understands that the failure is not covered. However, until a service provider arrives to make a determination of the issue, there is NO way to know whether an issue is covered. On page 8 of the applicable Plan, it explains the $100.00 trade call fee.
  
  The Plan states, You are responsible to pay a Trade Call Fee. The Trade Call Fee is due for each dispatched Service Request by trade (plumbing, electrical,appliance, heating/air conditioning, etc.). The Trade Call Fee is due at the time of Service Request. The work performed by our Service Providers is guaranteed for 30 days. The Trade Call Fee is due whether service is covered or denied 
  
  Therefore,as a service provider arrived and made a determination of failure, the $100.00 Plan trade call fee is due per the terms and conditions of the Plan. It will not be refunded.
  
  ORHP appreciates Mr. ***** 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 Answer

  Date: 03/26/2025

   
  Complaint: 23113868
  
  I am rejecting this response because: while I am required to pay the dispatch fee, your provided left a mess in my living room and tracked drywall throughout my house after saying he would be back tomorrow with an additional person to complete the work. This at the very least needs to be compensated for. 
  
  Sincerely,
  
  ****** Hpegg

  

  Business Response

  Date: 03/28/2025

  Dear BBB,
  
  Old Republic Home Protection (ORHP) is in receipt of the rebuttal for review and response. It is understandably frustrating to have any remnants of a mess left behind by a contractor. However, the service providers are independent businesses and not an agent nor an employee of ORHP.
  
  ORHP does have expectations for the work that is completed, however, ORHP does not have control over those facts. We continually evaluate and review any complaints received.
  
  However,if Mr. ***** can provide me photos of where the drywall was required to be opened up to locate a leak, I will be glad to work with him and provide reimbursement for those access holes. He can send those photos to ***********************************************************.
  
  
  
  Best regards,  
  
  ** ****
  Plan Compliance Manager
  Old Republic Home Protection

• Initial Complaint

  Date:03/22/2025

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  On 6/21/2024, I purchased a property at ***************** A post-closing inspection revealed non-functional HVAC units, despite an inspection report dated 5/29/2024 and an Energy audit report dated 5/31/2024 confirming they were working. My claim for repair under my home warranty was denied, citing external factors or pre-existing conditions without providing any substantiating evidence. Despite multiple requests via follow-up, appeal letter (8/31/2024), and phone call (2025), the company has failed to provide proof for their denial as promised. The lack of functioning **** has resulted in significant discomfort to the tenants and time, effort, and money from the owner. Request the insurance company to provide proof of denial or to adhere to the contract and cover the cost of repairing or replacing the non-functional HVAC units ($12,933).

  

  Business Response

  Date: 03/24/2025

  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. It needs to be immediately stated, ORHP is not insurance. **** provides a home warranty to cover failures due to normal wear and use.
  
  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.
  
  In connection with my response to the above complaint, I have reviewed the plan ********* purchased. The plan was purchased as a new on June 07, 2024, with an effective date of June 21, 2024. (Texas 7.0 Fourplex (unit #s *******, *******) Silver level Plan). The plan document has limits and exclusions and required trade call fees.
  
  Pursuant to that plan a service request was submitted for an **** issue on July 12, 2024. ORHP dispatched ********************** and Cooling, an ORHP in-network service provider, to address the issue. They provided a determination of failure on July 15, 2024.
  
  My review included service provider notes, authorization agent notes and supervisor notes. A timeline of the events surrounding your complaint is listed below.
  
  1.         July 12, 2024. Mr. ****** contacted ORHP to report that the **** in the system in unit 102 would not turn on. The service request was assigned to Price Right A/C & Heat, an in-network service provider. However, they contacted ORHP on July 13 to state that they would not be able to address the issue
  
  2.         July 13, 2024. ORHP transferred the service request to ********************** and Cooling. They reported to ORHP on July 15, 2024 that the issue was the compressor had failed. The compressor had failed due to the ** line set being cut and it burned out the compressor. ORHP reviewed the determination of failure, and the service request was denied. Having the line set cut is not a failure due to normal wear and use. The denial was communicated to Mr. ********** the Property Manager.
  
  3.         August 28, 2024. Mr. ****** contacts ORHP to obtain a status update. It is explained that the denial was communicated to his Property Manager, Mr. ********** on July 15, 2024. It was denied due to secondary damage. The **** line set had been cut causing the compressor to fail. Mr. ****** requested a copy of the report. **** contacted *** Mechanical to have that report sent to Mr. ********
  
  4.         September 7, 2024. ORHP received a copy of the home inspection report along with the invoice from Mr. ****** contractor. Both the invoice and inspection report were reviewed. The denial still was proper.  
  
  5.         January 13, 2025. Mr. ****** contacted ORHP to receive a status update. He informed ORHP that he had his own contractor install new units and is seeking reimbursement. He was advised he did not receive the Plan required prior authorization for use of his own contractor. Mr. ****** requested proof of damage from Moe *********** That request was made to ***************  
  
  6.         March 24, 2025. ORHP receives current BBB complaint related to denial.
  
  
  Upon receipt of the BBB complaint, all information provided, including the submitted invoice and the home inspection, was reviewed by myself. According to the invoice supplied, it shows that two **** units were replaced. Recall the initial request submitted was for the **** system in unit 102. The invoice supplied shows that two units were replaced in unit 104 at a cost of $12,933.00.
  
  There has not been a service request submitted for unit 104, therefore, there is no record of an **** failure for that particular unit. As there is no service request submitted for Unit 104, no reimbursement would be available as the Plan required prior authorization was not obtained.
  
  The initial service request submitted for unit 102 showed the determination of failure as a failure to the compressor due to a cut line set. A cut line setis NOT a failure due to normal wear and use, therefore, the request for repair was correctly denied.
  
  An email is being sent to Mr. ******* It will be requesting additional information.If Mr. ****** would prefer, he can email me directly at ************************************ I will be glad to communicate further via email. It is substantially faster and more efficient.
  
  ORHP appreciates Mr. ****** 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

  Date:03/18/2025

  Type:Product Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I used an out of network provider to deal with a plumbing issue on 1/1/2025 and Old Republic Home Warranty was closed so I could not use their providers. I spoke to a supervisor who authorized the out of network service and told me to email the receipt for the plumbing work and that the service would be covered as an out of network service. I emailed the receipt on 1/6/2025. They said it would take 30 days to receive a refund. On 2/21/25 I called to follow up and was told to resend the receipt and wait 2 weeks for a refund. I emailed the receipt again as instructed. I emailed Old Republic again on 3/11/2025 since I still had not received a refund and they claimed they mailed a check on 2/28/25 to my home address. I advised Old Republic on 3/13/25 that I still had not received the check and they have failed to respond with next steps. I am requesting a full refund of ****** for out of pocket expenses incurred on work order number ********* and a check promptly mailed to me at my home address of *****************************************

  

  Business Response

  Date: 03/19/2025

  Dear BBB,
  
  Regarding the service request for the plumbing 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.
  
  In connection with my response to the above complaint, I have reviewed the plan ********** purchased. The plan was purchased on June 02, 2024, with an effective date of June 20, 2024. (CA 7.0 Silver buyers plan with optional kitchen refrigerator coverage). The plan is a limited warranty Plan that covers failures that are caused by normal wear and use. The Plan document has limits and exclusions and required trade call fees.
  
  Pursuant to that plan a service request was submitted for a plumbing stoppage on January 6, 2025. ORHP conducted research and was unable to locate an in-network service provider available to address the issue. Per the terms of the Plan, ORHP assigned the request to allow Ms. ******* to secure her own contractor.
  
  My review included service provider notes, authorization agent notes and supervisor notes. A timeline of the events surrounding your complaint is listed below.
  
  1.         January 06, 2025. The Plan Holder contacted ORHP to report that all of the drains in the home were clogged. Per the terms of the Plan, the service request was assigned to allow Ms. ******* to secure her own contractor.  
  
  2.         January 7, 2025. ORHP receives the invoice from Ms. ******** The invoice shows work was performed on January 1, 2025 and was for $284.00.
  
  3.         February 21, 2025. ********** contacts ORHP upset that the reimbursment check has not been received. For unknown reasons, the check had not been sent for payment. However, it was sent for payment and processed on February 28.
  
  4.         March 18, 2025.  ORHP receives call from Ms. ******* stated she had still not received the check. She also states that the amount was incorrect.  
  
  
  After reviewing the notes in the work order, it is realized that indeed the incorrect amount of reimbursement was applied. Additionally, I must apologize for the delay between January 7 and current. I am investigating what occurred and why it took over 6 weeks for the check to be issued. I can say, ORHP allows 21 business days for receipt of the check and **** processing is not within OHRPs control.
  
  I am also having the additional $34.00 that was not processed, provided to *********** If she has any additional questions, she can reach me directly at ***********************************
  
  ORHP appreciates Ms. ******* 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

  Date:03/14/2025

  Type:Service or Repair Issues
  Status:

  ResolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I have home warranty through old republic. For one of the service requests (forced air), I have been attempting to get pre-approval, but I have been on hold on the phone for several hours and the call gets disconnected each time. It almost feels like Old Republic Does Not Want to offer me service.

  

  Business Response

  Date: 03/19/2025

  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.
  
  In connection with my response to the above complaint, I have reviewed the plan ******** purchased. The plan was purchased as a renewal on December 26, 2024, with an effective date of December 26, 2024. (CA 7.0 Elite Renewal). The plan document has limits and exclusions and required trade call fees.
  
  Pursuant to that plan a service request was submitted for an **** issue at 10:02am on March 8, 2025. ORHP conducted research and learned that no in-network service providers were available to address the issue. At 12:28pm,March 8, 2025, the service request was assigned to allow Mr. ***** to secure his own service provider.
  
  My review included service provider notes, authorization agent notes and supervisor notes. A timeline of the events surrounding your complaint is listed below.
  
  1.         March 08, 2025. The Plan Holder contacted ORHP to report that the heater in the unit was producing a gas smell. ORHP assigned the request to allow Mr. ***** to secure his own **** contractor. Instructions for use of an outside contractor were explained.
  
  2.         March 10, 2025. Mr. ***** contacts ORHP to discuss the Plan limits for repairs, codes, and permits. It is explained that the Plan limit is $6,500.00 for parts and labor, and $1,000.00 for haul away, codes issues, and permits.
  
  3.         March 13, 2025. At 10:48am ORHP received a bid for work to be performed.   
  
  4.         March 14, 2025. ORHP reviews received estimate for repairs. Additional information is necessary to complete the review. ORHP contacts Mr. ****** chosen provider, **************, to obtain that required additional information.  
  
  5.         March 17, 2025. ORHP approves the replacement of the furnace in the amount of $7,100.00. this is communicated to Mr. ***** via phone. His best mailing address is confirmed mailing of the reimbursement check. He is informed that the check will be mailed after receipt of a final paid in full invoice. He is informed that the check will equal $7,000.00 as $100.00 is required to be deducted for the Plan required $100.00 trade call fee.
  
  
  To summarize, OHRP received the initial service request on March 8, it was assigned to allow Mr. ***** to use his own contractor. ORHP received the estimate from Mr. ****** chosen service provider on Friday, March 14. ORHP reviewed the submitted estimated, obtained additional information that was not initially provided,and then communicated to Mr. ***** on March 17 that the repair was approved and the amount of the reimbursement.
  
  ********* chosen service provider took 6 days to provide the estimate to ORHP. It took ORHP 3 days to provide the approval. This time frame is well within all acceptable limits, even for a priority issue.
  
  ORHP appreciates Mr. ***** 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 Answer

  Date: 03/21/2025

  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

  Date:03/13/2025

  Type:Service or Repair Issues
  Status:

  ResolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  Broken dishwasher January 2025. Old Republic assigned a contractor ************ to service it. They claimed to order 2 parts. Came back 2 weeks later, installed said parts (control board and heater) and claimed it was fixed. Dishwasher still not working. Contractor returns and tells us he needs to order a heater. A heater he already claimed to replace. Be advised that I already had a previous issue with LA Appliance about a year ago. They have a 1.9 rating and the most hideous reviews. I advised Old Republic that I want another service provider because of my past experience with them. They assigned a new provider. These people text me at 4pm advising they will be there the following day, but did not provide a time. I took off a day off work and they cancelled the appointment the day of service. I did not hear back from them until 2 weeks later. Once again they text me at 4pm advising they will be there the following day, but did Not provide a time. I was not available. This went on for weeks. It's been two months now. All I received were calls from Old Republic, but no results. I ended up purchasing a dishwasher with my own funds, which was installed today.

  

  Business Response

  Date: 03/19/2025

  Dear BBB,
  
  Regarding the service request for the dishwasher 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.
  
  After receiving communication directly from Ms. ********** the decision has been made to reimburse her $410.68. This is half of the replacement cost. A check will be processed and should be received within the next 21 business days.
  
  If the check does not arrive in that time frame, Ms. ********* is welcome to email me directly at ***********************************************************.
  
  ORHP appreciates Ms. ********* 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 Answer

  Date: 03/20/2025

  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

  Date:03/07/2025

  Type:Order Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I just purchased a new washing machine which is causing water hammering in ny home piping causing loud noises and which will lead to the failure of my plumbing if not addressed. Under my home warranty coverage proplems with plumbing are supposed to be covered including water hammering. I demand that Old Republic home warranty cover the needed work in order to avoid total plumbing failure of the water delivery lines to the washing machine

  

  Business Response

  Date: 03/10/2025

  Dear BBB,
  
  Regarding the service request for the plumbing 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. In connection with my response to the above complaint, I have reviewed the plan Mr. ******* purchased. The plan was purchased as a renewal on November 23, 2024, with an effective date of November 23, 2024. (CA 7.0 Silver Renewal). The plan document has limits and exclusions and required trade call fees.
  
  Pursuant to that plan a service request was submitted for an plumbing issue on March 01, 2025. ORHP assigned ***********************, an **** in-network service provider, to address the issue. That diagnosis was completed on or about March 7, 2025.
  
  My review included service provider notes, authorization agent notes and supervisor notes. A timeline of the events surrounding your complaint is listed below.
  
  1.         March 1, 2025. ********** contacted ORHP and submitted a service request via the **** online portal. The symptoms were reported as pressure too high; pressure too low. The service request was assigned to ***********************, an in-network service provider.
  
  2.         March 7, 2025. *********************** provided ORHP with a diagnostic report. They stated that the pressure was 68psi, which is within the normal range of water pressure. They also reported that Mr. ******* expressed that the issue was when his washing machine was running, the pipes on the inside of the wall were moving, causing a noise issue. The water pressure was normal and there were no mechanical issues found,only the noise. The service request filed for incorrect water pressure was denied, as the pressure was within acceptable limits, there was no issue found.
  
  3.         March 7, 2025. ORHP contacted Mr. ******** The denial was explained as there is no mechanical failure. The Plan does not cover for noise issues absent a mechanical failure. Mr. ******* stated that he would file a BBB complaint
  4.         March ******. ORHP receives a trade call fee dispute. Mr. ******* stated that the claims was not covered and he had to have repairs done at his expense. The $110.00 trade call fee is required per the terms of the Plan. The fee is explained on page 5. It states A Trade Call Fee (TCF) is due at the time you request service for each trade dispatched (plumbing, electrical, appliance, heating/air conditioning, etc.). Service work is guaranteed for 30 days. The *** is due whether service is covered or denied.
  
  5.         March 10, 2025. ORHP received the above BBB complaint.
  
  
  ********** makes the allegation that water hammering is covered by his applicable Plan. There is no mention of water hammering listed in the Plan.There is however, listed under the NOT COVERED section on page 2 under Plumbing, that noises or odors are listed as specifically not covered.
  
  Therefore,as noises are specifically listed as not covered and there is no mechanical failure associated with the noise, the review of the available information still results in the issue being denied.
  
  If there are facts, documentation or other evidence you would like for ORHP to review in our analysis of this complaint or the underlying service request,please send that directly to me via email to ************************************************************
  
  ORHP appreciates Mr. ******* 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