ComplaintsforOld Republic Home Protection

• Initial Complaint

  09/04/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I have a home warranty from Old Republic (Plan no. 32-705-182). My air conditioning broke down on 9/02. I requested service (work order *********) and a technician came to my home 9/03 to troubleshoot the equipment, his diagnosis was two defective coils. I later received a call from an Old Republic agent stating that the repair costs for items not covered by the plan would be $3,990. I quoted the same scope of work with a third party licensed business and they quoted $1,500 for the exact same scope of work.I requested a cashout option that would allow me to use the lower service provider and I was offered $1,200 total, when the cost of parts alone is $2,930.Today (9/4) I received a call from ************************ (Old Republic manager), and I presented what I believe are reasonable options:1. Have Old Republic provide the parts and pay cover applicable labor costs at their contracted labor rates to my independent supplier.2. Have Old Republic reimburse me for actual parts cost and applicable labor costs at their contracted rates.She declined both and said that the only payment they would offer is $1,200 and she repeated multiple times that I only paid $815 when I purchased my policy, which is completely irrelevant in this discussion.A third alternative, not discussed with **************, would be for their vendor to match the independent quote.The Old Republic supplier already charged me $360 for a freon charge and then provided an unreasonable quote.************** offered to have another vendor quote the work, but at this point we do have sufficient data points to come to a prompt resolution so my equipment can be repaired and family can enjoy the luxury of air conditioning the rest of the summer.

  

  Business response

  09/05/2024

  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 ******************** letter.
  
  I assure you ORHP employees value the trust each of our Plan Holders place in us to resolve their service request in a timely and professional manner and when this does not occur, steps are taken to review what went wrong and implement improvement.
  
  ******************* has a limited warranty Plan of Standard level coverage. That Plan covers failures that are caused by normal wear and use. The Plan has limitations and exclusions to any coverage. The Plan states on page 5 the stipulations for providing payment in lieu of repair. It states Payment will be provided based on our negotiated rates with our Service Provider and/or Supplier network, which may be less than retail  
  
  According to the file the service request for the **** system not turning on was submitted on September 2, 2024. ORHP assigned 24 ************* an in-network service provider, to address the issue. They reported to ORHP on July 3, 2024 that the evaporator coils for both the first and second floor of the home needed replaced.
  
  Along with the authorized repairs for both the fist and second floor evaporator coils,there were costs that the Plan does not provide coverage. They included modifications to the drain lines, supply and return plenums, and line set modifications. They totaled $1,955.00 for each unit, for a total of $3,910.00 in non-covered costs. These costs would require ******************** authorization and would be paid directly to 24 Seven. The breakdown of the costs was provided to ******************** at his request on or about September 3.
  
  ******************* expressed frustration with the non-covered costs. It was offered to reimburse ******************** the cost that ORHP would pay 24 Seven to install the two evaporator coils and he would be allowed to secure his own contractor. Instead,he requested ORHP order the equipment and then pay his own contractor to install. It was explained that is not how the Plan functions and there are specific terms and conditions contained within the Plan. It was offered to reimburse ******************** the cost that ORHP would pay 24 Seven to install the two evaporator coils and he would be allowed to secure his own contractor. The total amount would equal $1203.00.
  
  ORHP pays wholesale prices for equipment and has negotiated labor pricing for all work performed. These prices are proprietary and will not be disclosed. Accordingly,any retail pricing for parts and labor will be substantially higher.
  
  The options ******************** suggested are not viable per the applicable Plan. There are only two options at this time per the terms of the Plan. ******************** can accept the plan non-covered costs of $3,910.00 and 24 Seven will replace both evaporator coils OR ******************** can accept reimbursement of $1,203 and secure his own contractor to make the replacement.
  
  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

  09/03/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I phoned the home insurance company to ask about whether a problem I had would be covered by my plan (refrigerator was not operating). I was told that yes, the problem was covered, and they would pay for the repairs. I paid ORHP a $85 fee for them to open a ticket, and they sent an appliance repair company that took months and five entire visits before they were able to successfully solve the problem. At this point, when the bill arrived, ORHP said actually they would NOT be covering the repairs, and I would have to pay both the $136.73 repair bill AND the $85 charge for using ORHP's effectively irrelevant service, after I had confirmed with them in advance that this would be covered. I had extensive arguments with ORHP as to both the fact that I was informed this was covered, and that I believed the description of coverage should include this type of repair. They refused to budge on coverage, however a service agent did agree to refund the $85 service charge, by check, in the mail. The $85 refund never even arrived, and ORHP is no longer responding to my calls and messages. At this point I consider both charges unacceptable.

  

  Business response

  09/04/2024

  Dear BBB,
  
  Regarding the service request for the refrigerator 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.
  
  *************** does not have insurance, he 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 2 that runner guards are not covered.   
  
  According to the file the service request for the refrigerator leak was originally submitted on January 12, 2024. ORHP assigned Kerenza Appliance Repair, an in-network service provider, to address the issue. They made multiple diagnosis,none of which required a repair, between January and April. On April 17 they reported to ORHP that the current issue was with the runner guards. As listed above the Plan states on page 2 that runner guards are not covered. Therefore,the repair for the runner guards was correctly denied.
  
  On June 24, an ORHP associate agreed to refund the Plan required trade call fee. It should have been received. However, I am having our accounting department review to confirm it was processed. I will make sure someone reaches out to *************** with that confirmation as soon as it is received.
  
  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

  09/07/2024

   
  Complaint: 22233862
  
  I am rejecting this response because:
  

  The terminology corrections are correct ("insurance" etc).  No need to rehash your grounds for rejection: I still think they're manipulative and dishonest, but I'm done fighting them.

  I appreciate that you will be honoring the call fee refund that was promised.  I am satisfied enough to let this BBB complaint resolve given that refund.  However I'm temporarily rejecting for now, because I still have not received that $85 refund, and I've learned by now that if I take ORHP support staff at their word, I'll just get ghosted and have to start this fight all over again.  I will keep this complaint open until I actually receive the refund you have claimed you'll be honoring.  If I receive that agreed upon refund, I'll resolve this as accepted.

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

  Customer response

  09/07/2024

   
  Complaint: 22233862
  
  I am rejecting this response because:
  

  The terminology corrections are correct ("insurance" etc).  No need to rehash your grounds for rejection: I still think they're manipulative and dishonest, but I'm done fighting them.

  I appreciate that you will be honoring the call fee refund that was promised.  I am satisfied enough to let this BBB complaint resolve given that refund.  However I'm temporarily rejecting for now, because I still have not received that $85 refund, and I've learned by now that if I take ORHP support staff at their word, I'll just get ghosted and have to start this fight all over again.  I will keep this complaint open until I actually receive the refund you have claimed you'll be honoring.  If I receive that agreed upon refund, I'll resolve this as accepted.

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

  

  Business response

  09/10/2024

  Dear BBB,
  
  Old Republic Home Protection (ORHP) is in receipt of the rebuttal for review and response. As previously stated, I was reaching out to determine if the trade call refund was processed. I do apologize for that delay. I learned it was not completed. However, it has been resolved and the refund processed on September 4. The check should arrive within the next 21 business days.
  
  If the check does not arrive in that time frame, **************** can reach me directly at *********************************** and I will review.
  
  
  Best regards,  
  
  *************
  Plan Compliance Manager
  Old Republic Home Protection

• Initial Complaint

  08/30/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  on 7/1/24 I filed a claim with Old Republic for my ****. An out of area technician was assigned would take at least 10 days to schedule an appointment. I contacted Old Republic, another technician was assigned. This technician did not show up as scheduled and informed he was on a job site out of the county and could not show up as scheduled. I contacted Old Republic again, they called the technician/vendor and requested not to cancel the order. Old Republic passed the information and requested to wait for the technician availability. The technician showed up unannounced and took less than 10 minutes to enter the property, access the roof and left informing a new equipment needed to be ordered. I tried to ask more information about the **** issue and the technician declined to provide any information. I contacted Old Republic again and asked if another company could be assigned as the technician as not professional or reliable. Old Republic informed they could not assigned another company because the order was assigned to this vendor. The vendor sent a text message w a link demanding $3,800 for items "not cover" without any type of report, service or explanation. I tried to contact the vendor with no success. Old Republic informed they could give cash out and I could get another company. I hired another company and Old Republic denied giving the funds. The vendor contacted me once they received the cancellation and cursed (can't say here) me for cancelling the order. Turns out Old Republic informed there is a max charge for their customers and this vendor was overcharging as well. After this incident Old Republic decided to assign another company.This new technician came to the property and this time provided the information and confirmed that I needed a new **** unit. This vendor provided "out of pocket not covered expenses" for $2,800.00 Old Republic only order equipment from their their supplier and every time I call I get a different answer about the status.

  

  Business response

  09/03/2024

  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 already filed a complaint with the California Department of Insurance.She has received the initial response as well as a response to the follow-up request.
  
  ***************** was provided two specific options in order to resolve the **** issue,****************** was informed to provide an answer to me directly at ***********************************.  As of this reply, no such response has been received.
  
  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

  09/03/2024

   
  Complaint: 22219827
  
  I am rejecting this response because: I do not have the options mentioned. After my claim here I received a phone call from Old Republic on 8/31/24 informing the equipment was ordered from their supplier. Regarding the claim with the department of insurance I did not receive a response yet. Please provide an update when the equipment will be available for their service provider to install. I am still looking for a resolution since Old Republic denied a partial payment so I could hire a company that would be able to install the insured equipment. Their policy was to have their affiliated vendor do the work. Please provide an resolution.

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

  

  Business response

  09/04/2024

  Dear BBB,
  
  Old Republic Home Protection (ORHP) is in receipt of the rebuttal for review and response.  and its employees, please extend our sincere apologies for the circumstances outlined in ******************** letter.The response to the CA DOI complaint was mailed via ***** However, I have re-sent the response via the email that is listed in the file.
  
  ORHP authorized a replacement system equal in size and efficiency to the original system at the home. ******************** two choices are to pay Stable Temp the $2,837.50 in costs that her applicable warranty Plan does not cover and have them install the system that replacement system or to accept reimbursement in the amount of $4,407.10 and have her own contractor install the system of her choice.
  
  ****************** can provide an answer to me directly at ***********************************. 
  
  Best regards,  
  
  *************
  Plan Compliance Manager
  Old Republic Home Protection

  Customer response

  09/06/2024

   
  Complaint: 22219827
  
  I am rejecting this response because:

  Al from Old Republic contacted me and I provided the information abou Old Republic informing the updated equipment was ordered. Al verified the information and confirmed the updated equipment would be ordered. I contacted the service provider and did not get a response regarding the equipment availability for installation. Today I was informed that a wrong part was ordered and should be available on 9/12. Still no response from their service provider when the installation will take place. For the last couple days I have been receiving different responses why there is a delay completing this work. No resolution.
  
  Sincerely,
  
  *****************************

  

  Business response

  09/09/2024

  Dear BBB,
  
  Old Republic Home Protection (ORHP) is in receipt of the 2nd rebuttal for review and response.  I have spoken with ****************** directly via phone. While her Plan states that any system upgrades are not covered, ORHP has made the decision to provide the upgrade from a 2 ton to a 3 ton.
  
  The issue was some confusion between Stable Temp and ORHP as to which system was to be installed. Due to this, the curbing or base for the unit was not correct.The new one has been ordered and is due on September 12. Upon receipt of the new unit, an appointment will be scheduled.
  
  Best regards,  
  
  *************
  Plan Compliance Manager
  Old Republic Home Protection

  Customer response

  09/13/2024

   
  Complaint: 22219827
  
  I am rejecting this response because: Old Republic ordered a different brand equipment, the service provider informed Old Republic this equipment requires a new adaptor. I was asked to wait and it should be available on 9/11. Old Republic informed today that this part will not be ready until 9/16. Still no resolution and excuse after excuses for the equipment replacement. 
  

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

• Initial Complaint

  08/29/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  Subject: Unfair Non-Renewal of Home Warranty Plan Dear Old Republic Home Warranty Team,I am writing to express my deep disappointment and concern regarding the recent decision not to renew the home warranty plan for one of my properties. This decision was communicated to me after I had to make several major repairs this year. As a long-time customer, I have always relied on Old *********************** home ********************** coverage to provide peace of mind for my properties. However, I am troubled by the way this situation has been handled. I own multiple properties, many of which have not required any significant repairs, and their warranties have not been canceled. Yet, when I needed the coverage the most, I was informed that my plan would not be renewed.This pattern of non-renewal after claims for major repairs suggests that Old Republic Home Warranty may be discriminating against customers who rely on the services promised in their plans. It feels as though I am being penalized for utilizing the coverage that I have paid for, which contradicts the very purpose of having a home warranty. The promise of a home warranty is to provide protection and assistance when unexpected repairs arise. To cancel a plan precisely when it is needed most undermines the trust that customers place in your **********************. This practice not only feels unfair but also misleading, as it gives the impression that Old Republic Home Warranty selectively chooses which customers to support, based on whether or not they make use of the coverage they were promised.

  

  Business response

  08/30/2024

  Dear BBB,
  
  Regarding the cancelation of the Plan; 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.
  
  Mr.********* 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 7 that the Plan will be renewed at our discretion.Therefore, by not renewing a warranty Plan, ORHP is in compliance of the terms of the Plan.   
  
  According to the file Mr. ********** Plan was flagged as a do not renew. This occurs when the review of a Plan is conducted by the computer system using objective criteria. There is no human element to the initial determination of the do not renew status. It is completely system based on that specific criteria.
  
  However,should an existing Plan holder request for a review of the computers decision,an individual will review the entirety of the criteria as well as multiple other factors. Factors such as type of claims paid, length of time as a Plan holder, and even if there are multiple properties covered.
  
  I have reviewed the objective criteria and also other factors. I would be more than happy to allow Mr. ********* to renew this particular Plan. I have already removed the Do Not Renew (DNR) status. However, if the Plan is not renewed before the next review process occurs, that DNR may be again placed on the Plan. However, Mr. ********* is welcome to email me directly to *********************************** stating that it was again placed in that status, and I will be happy to remove it again to allow renewal.
  
  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

  08/27/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  Old Republic Home Protection (ORHP) sent 2 A/C coutractors who came here and they were going to send a 3rd contractor that came here. This took a whole week. Stayed at a hotel the entire week. We stopped your 3rd contractor 8/ because that the A/C approval will take another 3-5 business days to be approved and more time to schedule the install. Could not afford to stay at the hotel another week + nor could not stay at my home that was 96+ degrees.I have Fibrous/lungs and on O2 24 hrs a day and I an their priority list.I was forced to use my independent contractor because firs OHRPt A/c company made a mistake saying the A/C coil was under warranty & was not under warranty & could not complete your process because he was getting on a plane. The tech, did tell me on that Monday 8/19 that they would sell me a new coil off their truck a for $3000. OHRP sent a second contractor 8/21 1that confirmed that the A/C coil was NOT under warranty and there was a leak in the coil but did not have the time to do the installation. They backed out also. OHRP accepted this diagnosis that the coil had a leak And they need to fox the Coil.The 3rd contractor you offered 8/23 was stopped because I could not wait another week+ to go through OHRP Process + more Hotel. No choice to use my outside (Installed Coil 8/24) contractor list for the AC.I had to pay 2400 to instead of $150 plus 85 trip charge as voicemail said from ORHP if used their contractor. OHRP offered to reimburse me 1570 not 2400- 150-85=2165. I could have paid $235 if the 1st OHRP Contractor did not make a mistake & had gone a plane trip and 2nd ORPH contractor had not time to do the installation. I would have had to pay the 150 + Trip chg. I had to pay 2400 to my outside contractor 8/24 which was less than the first contractors off the truck price. I could not wait over 2 weeks to get my AC in AZ. None was my fault. It was all OHRP's mistakes.

  

  Business response

  08/28/2024

  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. The description of the events provided by **************** are not at all accurate. The majority of the delay, almost a full month, was between the time he was authorized to use his own contractor and that contractor providing the required report to OHRP.
  
  According to the file the initial service request for the **** not cooling was submitted on Friday July 26, 2024. ORHP assigned Air-izona LLC, an in-network service provider to address the issue. They would not be able to arrive until the following week. **************** canceled this request stating he needed sooner service.
  
  On Saturday July 27, ORHP assigned ********************** to address the issue.**************** contacted ORHP and stated he wanted to use his own contractor. The process was explained stating that any reimbursement would be at ORHP in-network cost and that would be less than retail. Any estimate would require OHRP review and approval prior to any work being initiated. **************** accepted those terms.
  
  Three weeks later, on August 20, **************** contacted ORHP to state that his contractor had arrived and provided a temporary refrigerant charge of the system. It was explained that process was not covered, the Plan only covers for correction of a failure, not temporary fixes. Additionally, it is not legal to charge an **** system with a known leak.
  
  On August 21, OHRP received the diagnosis from Mr. ******* contractor. Their opinionwas that the evaporator coil was leaking and it appeared to be a manufacturing defect, however that was not able to be confirmed. The replacement estimate was calculated at ORHP in-network rates as was explained to **************** previously.
  
  On August 22 the amount of reimbursement, $1,270.00, was provided to ****************. He asked if he preferred to change back to use of an in-network provider would that be acceptable. It was explained that yes that was possible, however, it may result in additional delays in ordering the equipment. It will also result in the necessity to pay whichever in-network provider is performing the replacement any costs that the applicable Plan does not provide coverage.
  
  On August 26, the local ORHP account representative and Regional Vice President offered an additional $300.00 of goodwill to bring the total amount of reimbursement to $1,570.00. This was accepted by ****************. Once ORHP receives a paid invoice for the work performed by his own contractor, the reimbursement will be processed. That check will arrive within 21 business days of receipt of the paid invoice.
  
  *************** accepted the terms of receipt of reimbursement. Those included reimbursement at ORHP in-network cost. There will be no additional money provided to ***************. He already has received $300.00 more than the Plan would normally pay.
  
  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

  08/28/2024

   
  Complaint: 22205575
  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. The description of the events provided by **************** are not at all accurate. The majority of the delay, almost a full month, was between the time he was authorized to use his own contractor and that contractor providing the required report to OHRP. 
  
  According to the file the initial service request for the **** not cooling was submitted on Friday July 26, 2024. ORHP assigned Air-izona LLC, an in-network service provider to address the issue. They would not be able to arrive until the following week. **************** canceled this request stating he needed sooner service.                                                                                                                                                                                                                                                                                                                                                                

  A. Not true the 7/29 was for a water heaater NOT a A/C problem Air-izona came here 8/19.  July was someone to fix a hot warter tank replacement.  ***************** NEVER was involved in the replacement of the water tank.  The A/c was ok then

  
  On Saturday July 27, ORHP assigned ********************** to address the issue. **************** contacted ORHP and stated he wanted to use his own contractor. The process was explained stating that any reimbursement would be at ORHP in-network cost and that would be less than retail. Any estimate would require OHRP review and approval prior to any work being initiated. **************** accepted those terms.                                                                                                                                                                                                              

  A. Not true. It was to replace a hot water tank and the A/C was working then fine. ***************** NEVER was involved in the replacement of the water tank
  
  
  Three weeks later, on August 20, **************** contacted ORHP to state that his contractor had arrived and provided a temporary refrigerant charge of the system. It was explained that process was not covered, the Plan only covers for correction of a failure, not temporary fixes. Additionally, it is not legal to charge an **** system with a known leak

  A. My contractor did not know on Sunday 818 until he came 8/19 to look at the problemI did not pay for this freon tat leaked but my contractor did this free of charge because of my fribrous of lungs.
  
  On August 21, OHRP received the diagnosis from Mr. ******* contractor. Their opinion was that the evaporator coil was leaking and it appeared to be a manufacturing defect, however that was not able to be confirmed. The replacement estimate was calculated at ORHP in-network rates as was explained to **************** previously.                                                                                                                                                                                                                                                                                                                                                  

  A. This not true.  Said it was tear and wear not a defect just worn out. ORHP sent 1st contractor 8/19 *************** who did not time because I did not use his tech offer of 3000 to replace a Coil they told me than they have no time because plane. They say mistakenly that the coil was on warranty. It was not---2ndORHP contractor (INNOVATION AIR)came but said it  was NOT ON WARRANTY (installed 2016) would probably take 5 BUSINESS days after ORHP gets his report (8/22) and and then it would take time mot to get the Coil and instal.

  A.ORHP does not say that I had to use my contractor because they wanted to send a 3rd contractor after the first 2 contractors rejected the job.

  
  On August 22 the amount of reimbursement, $1,270.00, was provided to ****************. He asked if he preferred to change back to use of an in-network provider would that be acceptable. It was explained that yes that was possible, however, it may result in additional delays in ordering the equipment. It will also result in the necessity to pay whichever in-network provider is performing the replacement any costs that the applicable Plan does not provide coverage. 

  Not True Never got the 1270 amount then only when I submitted my contractors bill
  
  On August 26, the local ORHP account representative and Regional Vice President offered an additional $300.00 of goodwill to bring the total amount of reimbursement to $1,570.00. This was accepted by ****************. Once ORHP receives a paid invoice for the work performed by his own contractor, the reimbursement will be processed. That check will arrive within 21 business days of receipt of the paid invoice.                                                                                                                                                                                                          

  A. NOT True- I sent the paid invoice but I never said the amount was OK. I also said **************** accepted the terms of receipt of reimbursement. Those included reimbursement at ORHP in-network cost. There will be no additional money provided to ****************. He already has received $300.00 more than the Plan would normally pay.                                                                                                              

  A. Not true-- I never said the amount was OK I also said I wanted 2400 less 150 FOR A PART less 85 trip charge and the difference between 1570 and 2175.  
  
    SUMMARY  - 1. JULY 29 WAS FOR A WATER HOT TANK THAT ORHP's contractor did replace not an A/C problem.

                           2. After ORHP's first 2 contractors backed out and they were on their 3rd contractor to send.  It would abot 2 1/2 weeks after the initial claim to  ORHP to fix the A/C coil.  I was forced to use my contractor to install a new coil that was on 8/24 I have fibrosis                           of the lungs and supposedly on ther priority list because of medical conditions.

                         3. I was not ok with the 1570 but wanted more the difference of 2175 less the 1570 because it is impossible to wait about 2 1/2 weeks to fix an A/C in az with my Fibrosis and this was ORHP and their contractors fault. The 7/29 date was for a water hearter tank NOT A/C 

    

   

  
  
  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. 
  

  

  Business response

  08/29/2024

  Dear BBB,
  
  Old Republic Home Protection (ORHP) is in receipt of the rebuttal for review and response. The description of events provided was directly from the notes in the file. As previously stated, **************** accepted the terms of receipt of reimbursement. Those included reimbursement at ORHP in-network cost.
  
  There will be no additional money provided to ****************. He already has received $300.00 more than he was entitled due to the offer of goodwill.
  
  Best regards,  
  
  *************
  Plan Compliance Manager
  Old Republic Home Protection

  Customer response

  08/29/2024

   
  Complaint: 22205575
  
  I am rejecting this response because:I told tORHP that I would that the 300 But I wanted the full amount because this was their fault. I would settle for another ******* dollars to make This go away. this is fair since none of their contractors could to the job and because I had to stay in a hotel 5 nights because of their ORHP contractor  and the second ORHP contractor backed out.  Ihadno choice because I could not stay or afford  another 1 1/2 weeks in a hotel while they wanted to send a 3rd OHRP contractor. I could not stay in my home (on their priorty list) when it was 96+ degrees because of my fibrosis of the lungs.  ALSO, their authorization on 7/29 was for an replacement water heater not an A/C. another mistake by Orhp.  I can let this go because OHRP and their made all the mistakes to make me to use an outside contractor.  What is the ** law about to fix an A/C  
  
  Sincerely,
  
  ***************************

  Customer response

  08/29/2024

  These downloads show they could not do the A/C fix because the third contractor would have contacted me from 8/21  8/23 to schedule another appointment then the install would be going through their process amour 10 days.  Thank you for your understanding
  
  ******************************
  

  

  Business response

  08/29/2024

  Dear BBB,
  
  Old Republic Home Protection (ORHP) is in receipt of the 2nd rebuttal for review and response. I am simply going to repeat the prior response, *************** accepted the terms of receipt of reimbursement. Those included reimbursement at ORHP in-network cost.
  
  There will be no additional money provided to ****************. He already has received $300.00 more than he was entitled due to the offer of goodwill.
  
  Best regards,  
  
  *************
  Plan Compliance Manager
  Old Republic Home Protection

• Initial Complaint

  08/27/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  6/4: Claim for **** not working was filed with Old Republic Home Warranty(ORHW)6/19: **************** came for diagnosis (2 weeks after the claim was filed). He said that he will order the parts and will take up to 7 days. 6/27: Texted Paragon for update - no response.6/29: Called ORHW, could not reach anyone, Waited to speak with someone over 2 hours. Emailed.7/1: Received a phone call from Old Republic Home Warranty - VM said that I should reach out to *******. ******* left a message saying he would have it by Sunday (7/7)7/8: I had no phone call from *******. I left a message, but no response. ORHW never responded to my email nor I could reach via phone. I called a different vendor because we were suffering from the heat wave. I had a dog that was injured and two teens. I had to keep the door open all night to keep us cool for over a week, which we did not feel safe to do so. At the same time, I kept calling and emailing ORHW and tried to speak to someone. Each time, I get 2 hour or more wait and I had to give up. The local vendor came to check the **** on 7/12. They came back with a part on 7/15 trying to fix what they thought would help to keep my cost at minimum. But, they realized that my heat pump is broken. So, they gave me their estimate. Basically Paragon's diagnoses was wrong.7/1507/18: I spoke with three different **** from ORHW. I explained the situation. and I was told that they would honor the estimate from the vendor. I turned in documents requested.8/26: A *** said that they would not cover the entire amount because it was my vendor and ORHW only agree to pay for the ***air. My issue is that my **** is not fixed after three months of waiting. Before I purchased the policy, I spoke with a *** at that time to confirm that ORHW will ***lace **** if that is necessary in case it stops working. After the fact, their story changes, and they refuse to communicate via email so they don't leave evidence of what they said to me.

  

  Business response

  08/28/2024

  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.
  
  ******************* has a limited warranty Plan that covers failures that are caused by normal wear and use. The Plan has limitations and exclusions to any coverage.The Plan does not replace any system or appliance if the unit is able to be repaired.   
  
  According to the file the service request for the plumbing leak was submitted on June 4, 2024. ORHP assigned *********************** an in-network service provider, to address the issue. They reported to ORHP on June 26, 2024 that the circuit board, control board had failed and that there was also an issue with the internal electrical wiring.
  
  On July 3 ******************** contacted ORHP stating it had been a month since she submitted the request and nothing has occurred. She stated she wanted to cancel the Plan. She was advised to submit that cancelation request in writing. ORHP never received that request in writing. ORHP also learned that the parts that were required to repair the unit were on order and that they were not able to be canceled.
  
  On July 8 ORHP contacted ******************** to inquire if ******* had arrived to complete the repairs. She stated that she has her own contractor at the home and alleges that the initial diagnosis by Paragon was not correct. It was explained to please provide ORHP with a copy of the diagnosis for review prior to any work being completed. This would allow reimbursement of those costs if covered. ******************** understood.
  
  On July 11 ORHP contacted ******************** to inquire about the invoice from her contractor. She stated again that allegedly the initial Paragon diagnosis was incorrect,and she would not provide her contractors information until the work was complete. This could result in no reimbursement being provided.
  
  On July 16 ******************** states that she shouldnt be charged a trade call fee as ******* did not do anything. To the contrary, they diagnosed what they felt was the issue and ordered the parts necessary to make the repair. ******************** is stating that her contractor is alleging that the entire system needs replaced at a cost of $15,000.00. It was also requested for ORHP to reassign the work order to allow use of her contractor. This was denied as Paragon diagnosed the issue and ordered non-returnable parts. The delay in receipt of the parts is an unfortunate issue that ORHP nor Paragon has any control of.
  
  ******************* filed a social media complaint. This was addressed by ********** and upon contact with ******************** she expressed her frustration. It was explained that ORHP would be willing to work with her to reimburse for any repairs already made, however, she stated that the system is not repaired. It was offered to have her chosen contractor provide ORHP with a diagnosis of failure to the system, NOT just a blanket complete system repair. This offer was accepted.
  
  On July 25 ORHP received that detailed diagnosis. They described a leak in the indoor evaporator coil. They stated that they could not locate an original equipment coil, therefore, needed to replace the entire air handler. They allege that the indoor R410a coil the have available would not be compatible with the R22 outdoor unit. Hence, they recommend an entire unit. ORHP performed research to confirm their determination.
  
  ORHP determined that both unit would be replaced. As ORHP has Paragon available to make the repairs and the delay was solely due to part delays, reimbursement was calculated at ORHP in-network cost. This reimbursement would equal substantially less than what ******************** is being charged retail. The reimbursement option was provided to ********************, she expressed frustration and disconnected the call.
  
  At this point, the options are to allow Paragon, the in-network provider, to arrive and make the replacement of the indoor or outdoor units or to accept the reimbursement. She is welcome to communicate this to me via email at ***********************************.
  
  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

  09/01/2024

   
  Complaint: 22204402
  
  I am rejecting this response because: The company has told me that Heat pump will be ***laced by ORHP multiple times between Jan 2024 and July 2024, then took three months to tell me that they would not cover Heat Pump because of my policy.  It has been very difficult to communicate with the company and also with the vendor they sent.  We have suffered thought the heat and I am wondering if they made me wait until I could not live in this heat any longer and call my own company.  I had heat exhaustion, my family have not been able to sleep well at night. cannot focus while we work/study at home, and my dog is having a hard time while waiting for ORHP to respond/fix/***lace my **** system issue.  It is unbelievable that the vendor they sent never responded to me and it took three months for ORHP to come to the conclusion.  Some of the **** I spoke to were extremely augumentive and I could not even finish my sentence when I called to ask for solutions.  While communicating with **** for this issue, I never felt that they were working on trust and customer satisfaction nor my concerns were important to them.  I felt confused because the *** says one thing, and something else next time I spoke with them.

  Issue 1:  What they tell me change between **** and the days I speak with them.  On 1/23/2023 and before:  Spoke with ***************************, a WA *** for home warranty.  She recommended to purchase $610 level for entire **** system to be ***laced if needed.  And three **** told me that heat pump ***lacement will be awarded by ORHP between 7/10 and 7/18.  But on 8/30, I was told that they wont cover heat pump after all.  

  Issue 2: Its been three months, still not resolved.  6/4 request ***air, 6/18 Paragon came for diagnose, and told me that they will come back with the part in one week. I never heard from them after that.  I reached out to ORHP via phone, text, and email between 6/27 and 7/12, I did not have much luck getting to talk to them.  Later found out that Paragon did not get approval from ORHP until 7/27 (which is the day I texted and called), and it is 0/1 my **** still does not work and we live in an unhealthy environment because ORHP taking a long time to respond to my request.  Delay is not because the part that Paragon had to order was backordered, as ORHP would like to make it sound.  Other company I called was able to get the same parts within 2 business days.

  Issue 3: ORHP is difficult to reach and their policy changes as they go.  I made several calls and emails between 7/12 and 7/15, and I was always on hold every time and emails were not answered.  One time I was on hold for 1.5 hours and was not able to speak to anyone.  The *** I spoke on 7/16 told me that I needed to wait even if the wait was 2 hours or 3 hours.  For the email response, I need to expect at least one week delay.  I still have not receive responses to Emails that sent on 3/29, 6/30, 7/15. *** gave me his email address to communicate on 7/17.  After asking him to communicate via Email since what he says did not match what he told me *****, he said policy changed and he wont email.  And no phone numbers listed in anyones email signature in case I want to call and speak to someone.  The way they change their policy and also not making communication easy for the clients are another reason for the frustration and the delay.

  Issue 4 Accusations and argumentive communication, policy changes often: 7/17 I spoke with a ***.  I expressed how difficult it had been to reach ORHP.  She would not let me finish my sentences and started arguing and yelling.  I felt disrespected and my concerns were not heard.  I had to ask her to let me finish my sentences and asked her not to argue and ****.  On 8/27, ** accused me of not paying $80 service call staying that Paragon did not do anything.  On 6/4, I told the *** about one time trade call coupon.  I emailed about it on 6/30 after seeing a bill for $80.  I never receive any response regarding this.  I never said that I won't pay $80 because Paragon did not do anything.  I said that in an email with confusion when ORHP emailed me stating that the case was closed when my **** was not even fixed and Paragon and ORHP had not communicated with me.  I do not appreciate the accusation and manipulation of the truth. He also accused me of being frustrated and hang up a phone call.  Even though it has been frustrating, I have been polite, corporative, and very patient.  On 7/18, I told *** that I would be traveling overseas in the month of Aug and may not be able to answer calls.  One time, when *** and I were talking on the phone, the phone dropped.  There were times that I picked up the phone, but it went straight to the voice mail.  When that happed, I always sent him email to respond.  I did my best to respond to *** even though it costs me $200 of international phone call charges.   I do not appreciate ORHP to make stories that makes the issue look like in a certain way. I am extremely confused and shocked to see ORHP is willing to make up a story/make negative assumptions about their clients.  ** also stated that I complained over Social Medea.  I have never talked negatively about ORHP nor left any reviews on FB, Instagram, nor other *************  The company I belong to is associated with ORHP and many of us recommend ORHP to our clients.  I never shared anything about this experience with any of my co-workers which could affect their decisions.  So the story that Al whom I had never spoken to made up as a response is offensive.   However, all the behavior of the **** makes sense now that I see this in writing.  Letting the sales *** talk nicely about the program, get the clients buy their insurance, then later, they tell me something different.  This looks to me like a fault advertisement.   

  I read the reviews of this company on BBB.  I realized that there are other customers who are suffering from not having AC fixed in this hot weather because of ORHP.   I am sure there are many cases that clients decided not to do anything about it.  I hope that they get their issues resolves as soon as they can.

  I would like to hire my own company and ORHP to reimburse the entire amount for the ***lacement, as a *** I spoke to between 7/8 and 7/12 said ORHP would work with that because of the circumstances, the circumstances meaning that the **** was not fix over a months, the vendor did not respond to me, heat wave was happening and we were suffering, and the ORHP vendor did not seem right about his diagnoses.

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

  

  Business response

  09/04/2024

  Dear BBB,
  
  Old Republic Home Protection (ORHP) is in receipt of the rebuttal for review and response. To clarify, the date of the submission of the ************ request was not January 2024, It was done on June 4, 2024.
  
  It has been communicated to ******************** exactly what her options are. She can either accept Paragon to complete the work of replacing the condenser and evaporator, which is the entire system OR she can accept the amount of money that OHRP would pay Paragon to do so and secure her own contractor.
  
  The amount of $2,388.00, will be processed upon receipt of a paid final invoice. As soon as I receive her decision the process can continue. She can email that decision to me directly at ***********************************.
  
  Best regards,  
  
  *************
  Plan Compliance Manager
  Old Republic Home Protection

  Customer response

  09/05/2024

   
  Complaint: 22204402
  
  I am rejecting this response because:  I cannot work with Paragon who does not respond to my phone calls and text.  I would like my HVAC fixed right away.  Paragon is not available for communication.  The last time I left a message with ******* was almost a week ago.  I have not heard from them. ORHP was having a hard time reaching ******* in the month of Aug also, which delayed the response to me by one month.  I am not willing to wait any longer for a company who does not respond.

  I have no explanation from ORHP for the diagnoses.  I have no explanation from ORHP for what happens if what they are suggesting does not fix the issue.  ORHP has not provided other information I have requested.  According to the diagnoses I got from the other vendor, it is not fixable.  

  Please read carefully what I am saying.  I did not say I placed the claim in January.  I said I purchased the policy in January, and I was told then and other occasions that ORHP would pay for the replacement for the entire HVAC system if needed.

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

  

  Business response

  09/06/2024

  Dear BBB,
  
  Old Republic Home Protection (ORHP) is in receipt of the 2nd rebuttal for review and response. Paragon will be notified as soon as the decision is provided to me.
  
  The diagnosis is that both the condenser and evaporator coils have leaks and require replacement.
  
  As I stated prior, the two options are either accept Paragon to complete the work of replacing the condenser and evaporator, which is the entire system OR she can accept the amount of money that OHRP would pay Paragon to do so and secure her own contractor.
  
  ******************* can make me aware of her decision via email at ***********************************.
  
  Best regards,  
  
  *************
  Plan Compliance Manager
  Old Republic Home Protection

  Customer response

  09/06/2024

   
  Complaint: 22204402
  
  I am rejecting this response because:  ORHP has not answered any or my questions.  

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

• Initial Complaint

  08/26/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  After being a customer for over 2 years-we received an email they were going to cancel our policy in approxomately 3 weeks. The email was from a "no-reply" email on a Sunday morning with no details. When I finally connected with a service agent to ask who to call and find out more-I was basically told there was not point in talking to anyone. We would be cancelled regardless and they do not have to give cause. I assume because we had one larger claim (with explanation) and they we, as a client were no longer profitable for them. The manner in which Old Republic handles their business is not what is reflected on the website."We carry an A+ Better Business Bureau rating, and have for over 20 years. We proudly operate under the BBBs high service standards." and "We provide the industrys premier customer service experience, making a positive difference in the lives of others".What I wanted to explain to them was why the larger claim existed of a covered item which much more expensive due to their inefficiencies. We were patient with OR when we had a horrible experience, yet they were not with us. We had several vendors who were unresponsive and disagreed on how to service an issue we had with our pool equipment-ultimately. They would not fix it (against reccomendations of the vendor) and put a bandaid on the problem which led to a bigger fix and several weeks of delay. Finally, those "bandaids"did not work as they were advised and a replacement was needed. I am sure this was the tipping point because everything else was minor and fixed or many denied and we paid several "service calls" from incompetent vendors. There were also some this past year who were great which made this year better than last and why we stayed with you. They renew 8 weeks and would not allow those to drop out of the contract but send a self automated email with approximately 2 weeks notice and zero interest in understanding your own companies mishandlings. This is just not good business

  

  Business response

  08/27/2024

  Dear BBB,
  
  Regarding the declination of renewal of the Plan; 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.
  
  ************* 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. ************* benefited by over $5, ****** over the life of the two Plans. The option to renew was reviewed by ORHPs computer system. Based on the objective criteria, the Plan was flagged as unable to be renewed.
  
  On August 19, 2024, I received an email from **************, requesting to personally review the status of the Plan as a nonrenewable Plan. I reviewed both years of coverage and the decision that the system made to not allow renewal was confirmed.
  
  It appears this was not sufficient. I will add that there is NO company in the entire world that could continue to operate at an average of over 200% loss.Additionally, the Plan clearly states within the terms and conditions that the Plan is renewed at our discretion. It was simply a business decision to not renew her Plan.
  
  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

  08/30/2024

   
  Complaint: 22200435
  
  I am rejecting this response because:

  There was ownership of poor custumer servicr provide by Al and the "auto reply" system which does not line up with company values noted on their website but there is NOT ownership of the issue noted of the issue we had which cause the excessive repair. If this was addressed properly from the initial call verses  "bandaids" put on the problem I firmly believe we would not be anywhere near that amount. Every othet claim as noted was minor and/or rejected. The fact that ORP does not want to understand the issue and what caused this was due to issues on ORPs end creates the unresolved issue at hand. I recognize we are a newer client Two years old, but we have had long standing relationships with many other insurance companies and have never never had an issue It is amazing how you can pay companies like ORP several thousands of dollars and once you have an issue they do not renew or fight the issue-hence several of the other negative reviews filed. Again, my unresolved issue is not recognizing or having the desire to understand what ORPs role which led to this issue. 

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

  

  Business response

  09/03/2024

  Dear BBB,
  
  Old Republic Home Protection (ORHP) is in receipt of the rebuttal for review and response. I apologize that the auto-reply email was not acceptable to *************. However, it still provides notification and sufficient time to secure a subsequent warranty company.
  
  OHRP agrees that spending thousands of dollars as ************** states and then being not allowed to renew a warranty is frustrating.  ************** did spend a total of $1,815.00 over a period of two years for the cost of her warranty. ORHP provided her with $5,755.00 in benefit of that money that she spent. Therefore, ************** was provided substantial benefit from her Plan.
  
  Best regards,  
  
  *************
  Plan Compliance Manager
  Old Republic Home Protection

  Customer response

  09/06/2024

   
  Complaint: 22200435
  
  I am rejecting this response because:
  
  The charges as Al noted with ORP would not have been so high if this was handled properly the first time. Instead, ORP did not want to fix the equipment on the initial call and put a "Band-Aid" on the situation even though the vendor recommend a new pump. ORP said we have to wait until it completely goes out-which of course after several attempts and costs to fix it did. This cost us personally because we had a tenant in the home we had to refund because it took over three weeks for them to fix the pool equipment and Our tenant sent pictures of how the vendor just laid everything out in the backyard and delayed the project by weeks. ORP refused to replace the pump. I can guarantee if they fixed it right the first time we would not even have this dispute. i should have addressed it at that time but I was giving ORP a chance. We already have new coverage and several great offers. Al and ORP clearly does not want to hear about their inefficiencies rather drop and move on to the next. I will be sure to share this experience with our realtor and property manager and move on since they do not want to make this right. 
  
  Thanks BBB for providing a platform even though this will be left unresolved. 

• Initial Complaint

  08/26/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  Ive had Old Republic for 9 years now, I just renewed again recently. I often refer my real estate clients to them as well as having my own policy, until now. I created a service request for my washing machine that stopped working on July 29 and today I was told for the 3rd time in almost a month with no washer, they are ordering the replacement parts AGAIN because the parts came in defective or damaged during shipping. My washer is about 21 years old and needed 5 replacement parts to work again. Old republic will only agree to keep ordering parts and just hope they arent broken this time, each with a 7-10 day delivery time frame, rather than just replacing my washer or offering to cover the cost to purchase my own. Given it has been almost an entire month of the back and forth, you would think they would have a different option or plan. Getting a supervisor or manager to call you back here is a JOKE. There is no one available and no matter how many times you call, and theyll say they put in a request for one to call you they wont call back. I just renewed my home warranty in June and they are not in compliance by not offering me a replacement or actually being able to fix my washing machine. I want my full policy amount I paid in June renewed and I want my policy canceled if they wont replace what I paid for.

  

  Business response

  08/28/2024

  Dear BBB,
  
  Regarding the service request for the washing machine issue; on behalf of Old Republic Home Protection (ORHP) and its employees, please extend our sincere apologies for the circumstances outlined in ************ letter.
  
  I assure you ORHP employees value the trust each of our Plan Holders place in us to resolve their service request in a timely and professional manner and when this does not occur, steps are taken to review what went wrong and implement improvement.
  
  *********** has a limited warranty Plan that covers failures that are caused by normal wear and use. The Plan has limitations and exclusions to any coverage. The Plan does not provide replacement unless the service provide states it is no longer repairable.  
  
  According to the file the service request has now been authorized to provide ************ up to $1,120.00 for her purchase of a replacement unit. The reimbursement will be processed upon receipt of a paid invoice for the unit. Payment will be received within 21 business days from receipt of said paid invoice.  
  
  ORHP appreciates ************ taking the time to provide her opinion and perspective of her service experience, which in turn, provides ORHP the opportunity to improve the service we provide to our customers.
  
  Best regards,  
  
  *************
  Plan Compliance Manager
  Old Republic Home Protection

• Initial Complaint

  08/26/2024

  Complaint Type:

  Customer Service Issues

  Status:

  Resolved

  More info

  July 26 2024 Work order - ********* Its been a long month consistently calling ORHP to try and get updates. Every time I call its someone else picking up and not knowing whats going on and giving different directions. Last week I was told my service request was completed and gave me green light to get my AC condenser replaced. Today they told me I was not covered. I told them that it was already approved and they told me to hold for a minute, but they ended up hanging up on me. They have done this multiple times, every other person says something that contradicts the last. Ive let them know I wanted an urgent request weeks ago because of where I live it get to 120 degrees Fahrenheit. I want them to take responsibility and actually hold their part and not just make random excuses or just hang up on me when I confront them what *** been told.

  

  Business response

  08/28/2024

  Dear BBB,
  
  Regarding the service request for the **** issue; on behalf of Old Republic Home Protection (ORHP) and its employees, please extend our sincere apologies for the circumstances outlined in **************** letter.
  
  I assure you ORHP employees value the trust each of our Plan Holders place in us to resolve their service request in a timely and professional manner and when this does not occur, steps are taken to review what went wrong and implement improvement.
  
  *************** has a limited warranty Plan that covers failures that are caused by normal wear and use. The Plan has limitations and exclusions to any coverage.
  
  According to the file the service request for the **** system not operating was submitted on July 26, 2024. ORHP assigned **** Heating & A/C, an in-network service provider, to address the issue. They reported to ORHP on August 1, 2024 that the compressor, evaporator coil, and blower wheel were all clogged due to a lack of maintenance. It was also reported that cleaning the items would not correct the issue.
  
  On August 8, ORHP received the estimate from Lees. The replacement of the failed components was authorized, however, there were some costs that the applicable Plan did not cover. These included modifications to the electrical connections and line set, and a new condenser pad. These totaled $625.00 and would require approval from **************** and paid directly to ****.
  
  Those costs were accepted by **************** on August 21. However, after further review by ****, it was discovered that additional issues existed. There were wires that were disconnected and caused a grounding issue. All of this related back to the original issue with maintenance.
  
  On August 26, 2024 the entire service request was denied due to not failing as a result of normal wear and use, but due to the lack of maintenance. After receipt of this complaint a further review was conducted. While it is true that the failure due to lack of maintenance should have been denied from the beginning,due to the initial incorrect authorization, OHRP has made the decision to cover the failure.
  
  This information has been communicated to ****************.
  
  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

  08/29/2024

  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

  08/26/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  I called the warranty ** on June 10th because my tenant explained the ** wasn't **oling. I believe the company thy chose which was **mforter heating came out and replaced the fan but it still wasn't working. They later realized it was the **mpressor. It took a long time to receive the **mpressor. on 6/22 i think 3 weeks after numerous calls. I called several ** trying to decide what I wanted to do & thy all stated that id the **mpressor was needed and the unit was old it should be replaced. They didn't replace the unit but dad the **mpressor replaced. Shortly after, I received an email on 6/28 they wouldn't renew. On August 20 I received a call from my tenant that the ** went out again. The **mpressor was under warranty so **mfort heating swapped out the **mpressor and charged me $1700 to re install. Within 3 hrs the **mpressor was out again. Now I am out of over 2K and my tenant has no air. I believe Old Republic is responsible because they took the short cut and the ** wasn't repaired properly nor should it have been repaired but replaced as the unit is over 20 yrs old & they dropped me shortly after because they knew it wasn't going to last. it broke less than 60 days of repair.

  

  Business response

  08/27/2024

  Dear BBB,
  
  Regarding the failure of the **** compressor; 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.
  
  ******************* had a limited warranty Plan between the dates of July 12, 2023 and it expired on July 12, 2024. ******************** has benefited by over $4500.00 from the Plan during effective dates of the Plan. The Plan was not canceled, it was flagged as a do not renew on June 27. That decision was based on objective criteria that applies to every Plan within OHRPs system.   
  
  The applicable Plan covers for items or systems that have a mechanical failure and require replacement. It does not provide coverage for items simply due to their age.
  
  According to the file the service request for the **** not cooling to the desired temperature was submitted on June 10, 2024. ORHP assigned The Comforter Heating & Air ***************** an in-network service provider, to address the issue. They reported to ORHP on June 11, 2024 that the compressor had failed and required replacement. They also flushed the system lines due to contaminants. That work was authorized and completed on June 21.
  
  On June 22 they had to return to install two electrical components, a condenser motor and a new capacitor, that had failed. It was also authorized and completed the same day.
  
  The Plan expired on July 12, 2024. ORHP received a call from ******************** on August 19 stating that the compressor had failed. It was explained that the unit has a manufacturer warranty. The Plan that ******************** purchased does not provide for reimbursement of labor when an item is covered under an existing manufacturers warranty.
  
  ORHP does understand it is frustrating and inconvenient, however, no coverage is available for the current issue.
  
  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

  08/28/2024

  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,
  
  *************************

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