Important information
- Customer Complaint:BBB’s file for Old Republic Home Protection was created in November 1989. A review of complaints was completed in March 2025. Complaints on file concern issues related to claims processes and reimbursements.
BBB encourages consumers to review the links below that details the company’s claim processes and reimbursements for services outside the contract.
https://www.orhp.com/homeowners/resources
https://www.orhp.com/homeowners/faq
Complaints
This profile includes complaints for Old Republic Home Protection's headquarters and its corporate-owned locations. To view all corporate locations, see
Customer Complaints Summary
- 1,098 total complaints in the last 3 years.
- 213 complaints closed in the last 12 months.
If you've experienced an issue
Submit a ComplaintThe 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:12/03/2024
Type: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 had Old republic insurance for one year. During this year, I reached out to them for service of my induction stove top. Old republic dispatched it to a service provider who not only did not know what an induction stove was and lacked expertise to repair the stove but misdiagnosed and broke the stove further and did not resolve the repair. The insurance companys policy is such that my claim remains open until the repair is done. They dispatched another provider who was also not the right provider. They have a policy in which I can get authorized to use my own provider. So 3 months after they failed to find me an expert provider, I found my own provider. They approved the provider for **** $250 but failed to honor this approval via phone and email. Old republic failed to provide service to repair the stove but is now demanding I pay for the provider who further broke my stove. I disagreed with this given they did not pay to resolve the issue per their own policy and in fact had me live without a stovetop and oven (which was originally working and their provider broke it) for over 4 months. I filed a dispute with all this evidence and they decided against me and have now referred me to collections. This is fraudulent business practice and very predatory. I have paid for this repair out of my pocket which the owe but are now asking me to pay them.
Business Response
Date: 12/04/2024
Dear BBB,
Regarding the service request for the induction stove top 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.
ORHP is not an insurance company, ORHP offers warranty Plans for home systems and appliances. Ms. *********** 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 required $85.00 trade call fee is clearly explained on page 5.
According to the file the initial service request for the stovetop was submitted on August 9, 2024. ORHP assigned *************************, an in-network service provider, to address the issue. They determined the issue was a control board and replaced it on or about August 23, 2024.
On August 29, Ms. *********** contacted ORHP to state the unit is no longer working. The request was transferred to a subsequent in-network provider,***************************************. Unfortunately, ****** was not responsive,and the request was canceled. It was then assigned to ******************
Ms.*********** contacted ORHP stating that A-Fix did not have an appointment available within the week, and requested to use her own contractor. This was permitted;however, it was explained in detail that any reimbursement would be at **** in-network rates and any repair over $250.00 would have to be submitted for prior authorization. Ms. *********** accepted those conditions.
Additionally,according to notes, Ms. *********** submitted an invoice related to the repair from her contractor. If she would email me at ************************************ I will be glad to open a dialogue and help to resolve the delayed reimbursement.
I see that on or about November 4, Ms. *********** contacted ORHP to request that the Plan required $85.00 trade call fee be waived. The fee is explained on page 5. It states that the fee is due when a service request is submitted. The fee is due whether the service request is covered or denied. Therefore, as the request was covered and a repair made, that $85.00 trade call fee will be required to be paid per the terms of the Plan.
The issue currently has NOT been forwarded to a collection agency, ORHP prefers to handle these in-house. However, if it is not paid, it will be forwarded, and the applicable Plan may be suspended from use until such time as the delinquent fee is paid in full.
I look forward to receiving an email from Ms. *********** with an update to the invoice submitted. According to her submission, that may or may not have corrected the issue.
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 ProtectionInitial Complaint
Date:11/27/2024
Type: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.
New water heater replacement on 10/22/2024. Now the water heater is not functioning properly as of 11/26/2024. Well this was outside of their 30 day warranty window so neither Old Republic Home Warranty or the company that installed is responsible? I have to create a new work order with a different company and pay an additional service fee for work that was completed 5 weeks ago. It would have been cheaper for me to pay for the repairs out of pocket. The amount I paid with their "warranty" would have covered my costs and I likely would have received a warranty beyond 30 days. I can't believe they refuse to complete the job properly without charging me more. Needless to say I will not be renewing coverage from a company that takes your money and refuse to complete repairs properly.Business Response
Date: 12/02/2024
Dear BBB,
Regarding the service request for the water heater 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.
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 5 that the warranty for repairs covered under the Plan have a 30-day warranty.
According to the file the service request for the water heater having no hot water was submitted on October 15, 2024. ORHP assigned J & L Plumbing, an in-network service provider, to address the issue. They reported to ORHP on October 18, **************************************** July of 2020 had failed.
The unit itself was provided at no charge, however, the labor to reinstall the unit was covered by ORHP. However, along with that labor, there were costs that the applicable Plan did not provide coverage. These costs included items that were not in compliance with current codes and some modifications to install the unit. They totaled $810.00 and required approval by Mr. ***** and would be paid directly to J & L Plumbing. The costs were accepted on October 18. The new unit was installed on October 22.
Unfortunately,on November 27, Mr. ***** contacted ORHP to report that there were issues with the newly installed unit. As it has been past the 30-day Plan stated warranty period, a new service request was initiated. The request has been assigned back to J & L Plumbing. As a new replacement was installed recently, I have waived the $110.00 Plan trade call fee.
ORHP is not refusing to complete the job properly, it is simply an issue that needs to be diagnosed. Once J & L arrives and determines the issue, a course of action and determination of coverage will occur.
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 ProtectionInitial Complaint
Date:11/23/2024
Type: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.
Company took three months to fix my air conditioner, during the hottest summer on record in Las Vegas. It look numerous phone calls and begging them over and over before they finally fixed it. They approved the installation of a compressor in my old air conditioner that was not compatible with the unit. The next company that came said it was so hot it could have started a fire in my building. Now, I am trying to cancel my plan and they won't respond to me. I've emailed the address the provided and filled out a cancelation form, and they refuse to respond. The first email was over 3 weeks ago requesting to cancel. They are now going to charge my credit card on Monday even though I've repeatedly requested in writing to cancel.Business Response
Date: 11/25/2024
Dear BBB,
Regarding the request to cancel the warranty Plan; on behalf of Old Republic Home Protection (ORHP) and its employees, please extend our sincere apologies for the circumstances outlined in Mr. U********’s letter.
I assure you ORHP employees value the trust each of our Plan Holders place in us to resolve their service request in a timely and professional manner and when this does not occur, steps are taken to review what went wrong and implement improvement.
Mr. U******** 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 the process and conditions for which a cancelation will occur.
According to the file the cancelation request was received on November 24, 2024. A letter has been drafted and is being mailed providing the conditions that are outlined in the Plan terms and conditions. Mr. U******** has received over $5,500.00 in benefits from the Plan. In order to facilitate the cancelation, the following options are available.
The options are:
1. Submit the unpaid Plan fee balance of $490. Your coverage will continue through 08/01/2025. 2. Reimbursement to Old Republic Home Protection for the service cost incurred $5294.09 (Service cost $5539.09 less the paid amount of the Plan fee $245). We must receive your payment no later than 12/24/2024 to prevent further collection efforts.
3. Leave the Plan intact and continue to pay the monthly premiums.
To summarize, there has been over $5,500.00 in benefits paid for the applicable Plan. In order to CANCEL the Plan, either the remainder of the Plan, $490.00, must be paid in full OR reimburse ORHP for the cost of the benefit paid, less the amount that has been paid for the Plan, $245.00. Mr. U******** is welcome to email me directly at ******************* with his decision.
ORHP appreciates Mr. U******** 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,
Al G***
Plan Compliance Manager
Old Republic Home ProtectionCustomer Answer
Date: 11/29/2024
Complaint: ********
I am rejecting this response because:The company is lying to you on multiple fronts.
Lie #1: They used money from the current plan to fix my air conditioner. In fact, the money they paid to finally fix my air conditioner falls under my previous plan with the company, before I renewed the current plan. The original request was made in May. They sent a company finally in early July which destroyed my previous unit and rendered it useless. After a call back was made to fix that issue, they sent another company out and the air conditioner was not replaced until August. See attached.
Lie #2: I didn't request to cancel until November 24. In fact I emailed them at the beginning of the month, and got a response saying they'd be in communication, and never bothered calling me or emailing me back. See attached.
Lie #3: I owe the lump sum of what's left in my contract. On page seven of the contract it states "You will receive a Pro-Rata Refund for the unexpired term"
Sincerely,
Luke U********Business Response
Date: 12/03/2024
Dear BBB,
Old Republic Home Protection (ORHP) is in receipt of the rebuttal for review and response. As stated in the original response, everything provided was according to the notes contained within the file. Additionally, the Plan states on page 7 the process and conditions for which a cancelation will occur.
However, after further review, as a matter of goodwill, the Plan will be canceled without any additional funds owed.
The Plan is canceled in full effective November 24, 2024.
Best regards,
Al G***
Plan Compliance Manager
Old Republic Home ProtectionCustomer Answer
Date: 12/05/2024
Better Business Bureau:
I have reviewed the response made by the business in reference tocomplaint ID ********, and find that this resolution is satisfactory to me.
Sincerely,
Luke U********Customer Answer
Date: 02/28/2025
Please Review BBB Complaint Number #******** and the documents contained within. During this complaint, Old Republic Home Protection acknowledged that I didn't owe them money. I was sent an email on December 3rd, 2024 notifying me that the case was closed. I received a letter in the mail this week postmarked in January from Old Republic Home Warranty, stating that I owed them money. This contradicts what they had stated through the previous BBB Complaint. I am asking the company to notify me through the BBB that I owe them money. I am asking the company to either email me or send me a letter indicating I do not owe them money.Business Response
Date: 02/28/2025
Dear BBB,
Old Republic Home Protection (ORHP) is in receipt of the follow-up for review and response. As stated in the original response, as a matter of goodwill, the Plan will be canceled without any additional funds owed.
It is confirmed that no additional money is owed. My apologies for receipt of that communication that states otherwise.
Best regards,
** ****
Plan Compliance Manager
Old Republic Home ProtectionCustomer Answer
Date: 03/02/2025
Better Business Bureau:
I have reviewed the response made by the business in reference tocomplaint ID ********, and find that this resolution is satisfactory to me.
Sincerely,
**** *********Initial Complaint
Date:11/18/2024
Type: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 filled a claim with ORHP when my AC unit stopped working around June 2024. After paying the required fee, a service provider was dispatched to my home. On the initial visit the service person informen me that I would be paying a modification charge out of pocket that ORHP did not cover. (we had this conversion before he diagnosed the problem). Nevertheless I went forward with the repair and paid the service provider the $1150 modification charge. The unit was repaired and actually worked for about 5 weeks. I was told that the warranty for the repair was 1 year so I called the ** to inform them that the unit was innoperable again. In that call I was first asked if I had done any modifications to the unit and of course responded NO. He then began telling me that I was likely having this issue because I had failed to clean ou the drain for the unit ( I have no idea how to do that). after ending the call I immediately called ORHP and after paying another fee had another company assigned to come out.The second company after inspecting the unit informed me that the unit had likely not been pressure checked after the first repair and had leaked. He told me in exact words that the previous repair was terribly done. He wrote a full report to ORHP noting all the issues as well. ORHP has informed me that I do not have right to that report. For whatever reason, they then assigned the job to a third company. They came out and did yet another inspection. I don't know what they reported back but **** after that informed me that the job had to be given back to the original repair company. The appointment was made and the original company came to my home again. When he looked at the unit and saw that the front cover had been removed (by the last company who came out) He immediately said " I.m not touching this". Now ORHP is telling me that they are not responsible and I need to file a claim with their service providers insurance company in order to be made whole.Business Response
Date: 11/19/2024
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.
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 5 that there is a 30-day warranty for work performed.
According to the file the service request for the **** system not cooling to the desired temperature was submitted on April 23, 2024. ORHP assigned *************************** an in-network service provider, to address the issue. On or about July 10 they replaced the evaporator coil for the 2nd floor unit. Along with the authorized and paid costs for the repair, there were costs that the Plan did not cover. These equaled $1,100.00 and were approved by Mr. ******* and paid directly to ****** Air.
********** contacted **** on September 14 via email that he had contacted ****** to come out and fix their work. However, they wanted to charge the $100.00 Plan trade call fee, therefore, Mr. ******* contacted ORHP for assistance. ********** was informed that the Plan has a 30-day guarantee for work and that the $100.00 trade call fee would be required.
On September 18, ORHP dispatched Avatex to address the current issue. Mr. ******* contacted ORHP on September 21 to report that ****** had informed him that the issue was an improper installation by ******. OHRP contacted ****** and was told they were doing research for parts and would provide the report by the end of the day.
Avatex provided ORHP with the report on October 3. Their report states that the furnace, blower wheel, burner assembly and the circuit board have failed. They also state that the pcv drain was incorrectly installed and that the float switch was not connected and that is what flooded the furnace. They allege that the failure was due to the improper installation by ******.
ORHP informed Mr. ******* that contact was being made with ****** to have them come to address the issues with the improper installation. Per Texas regulations,they have the right to cure any defect that may have been due to their initial installation. However, ORHP initially determined that ****** did not install the furnace, blower wheel or circuit board, therefore, no improper installwas confirmed.
On November 4, **************** was assigned to diagnose the issue with the **** unit. They reported to ORHP on November 11 that there was a hole in the evaporator coil and the unit was not installed properly. Therefore, as the issue was determined related to the work from July, ORHP reassigned ****** to address the issues.
After reviewing all the work orders and notes and much discussion between ORHP, ******,and Mr. ******** the decision was made by ORHP to provide Mr. ******* the insurance information of **************************. Mr. ******* refused to accept the information related to the *************************** Policy of ****************.
********** states that ORHP hired ******, therefore, it is ORHPs responsibility to resolve the issue. The applicable Plan explains the relationship between ORHP and any of our service providers on page 5. It states that ORHP will notify a service provider, an independent contractor who is not an agent or employee of ORHP. Additionally, on page 6 it states, E: We are not responsible for a Service Providers neglect or delay
While OHRP understands the frustration Mr. ******* is experiencing, the Plan is clear on the issue. ORHP requires all in-network service providers to retain general liability insurance in order to be a part of our network. Additionally, ORHP has expectations of professional installation and behavior of all in-network providers. However, as they are NOT agents or employees of ORHP, those expectations, while contained in a legal document, cannot be forced to occur. When issues such as with Mr. ******* arise, the recourse is to provide the insurance information as necessary.
I will be emailing the general liability insurance information to Mr. ******* for use as he feels fit.
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 ProtectionInitial Complaint
Date:11/09/2024
Type: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 am writing to address issues following the replacement of my HVAC condenser in August 2024 under my ORHP warranty. While I initially appreciated ORHPs approval of the condenser replacement, the installation performed by *********************************************** was substandard and has since led to multiple system complications.The technician failed to perform the necessary updates for transitioning from R22 to R410a refrigerant. The line set connection was left poorly installed, uncleaned, and the king/service valve appears damaged, as confirmed by leaks detected at the condenser line set. Furthermore, the technician neglected to update the metering device to accommodate the new refrigerant, causing an incompatibility between the existing system and the newly installed condenser.These issues were later verified by Coolaxx Htg, another ORHP-approved service provider, who noted insufficient Freon levels, evaporator coil frost, and leaks in both the evaporator coil and condenser service valve. Technician ******* advised that the entire system should have been replaced from the start, as this would have prevented compatibility issues. However, she was unable to perform the needed air handler replacement and transferred the ticket.Proserv Maintenance, the third provider sent by ORHP, suggested to hit the evap coils with leak stop instead of a necessary replacement. Their technician demonstrated unprofessional conduct by making sexist comments regarding Whitneys capability, suggesting females dont belong in the industry. Such behavior is not only unprofessional but damaging to ORHPs ************* left with a compromised system that has now suffered damage due to poor initial service, and Proservs bid to replace the condenser (again) disregards the damage to the evaporator coils caused by the original improper installation. I urge ORHP to reevaluate its service providers and seek resolution by coordinating a complete system update with a qualified technician.Business Response
Date: 11/11/2024
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.
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.
According to the file the service request for the **** system having frost on the evaporator or condenser coil was submitted on November 2, 2024. ORHP assigned *****************************, an in-network service provider, to address the issue. Their technician, *******, reported to ORHP on November 5, 2024 that they performed a leak search. They did NOT provide ORHP with any diagnosis of a leak. However, due to limited space in the attic, they requested that the request be transferred to another provider.
The request was transferred to ***************, however, they were unable to accommodate Mr. ******* requested schedule. Therefore, the request was transferred to *********************** ****. They provided **** a diagnostic report on November 7. They reported that the compressor had failed. They reported that the condenser needed replacement.
The request was sent to auditing for approval and the question was asked as to why a compressor was not able to be replaced as that was the only reported failure.ORHP contacted Proserv for clarification. However, Mr. ****** contacted ORHP asking for an update. The above was explained and ORHP informed him that as soon as the answer was provided, he would be notified. Mr. ****** states that the technician is incorrect and that the issue is with the air handler. It was explained that ORHP is awaiting clarification.
Once ORHP receives the clarification the determination will be made as to the next course of action.
All ORHP in-network providers are required to be licensed for the county, town or city in which they conduct business. They also must possess general liability insurance.
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 ProtectionCustomer Answer
Date: 11/15/2024
Complaint: 22536050
I am rejecting this response because: at this point I have waited several days before responding for ORHP to obtain clarification from their provider. To date I have yet to receive an update with clarification on the solution. Prior to calling I ensured that all necessary maintenance was up to spec before even daring to submit a service request. I had numerous companies come out to diagnose the system and inspect the previous installation. I would also like to note that I find it strange that ORHP claims ******* did not confirm a leak diagnosis since she sent me a copy of a report and videos of her findings which I have attached. In the report it states: WORK PERFORMED: A Following a comprehensive examination of the system, it was identified that the Freon levels were insu?cient. A subsequent leak detection
process revealed the presence of leaks in both the evaporator coil and the service valve of the condenser unit. This situation indicates a compatibility issue within the
system. No, repair was done on this visit.I believe that ORHP has their timelines mistaken as our condenser was in need of replacement in August, which was improperly done by ***********************************************. When I submitted the request I called to explain that the condenser was installed improperly which has led to damage of the evaporator coils due to the issues noted in my original complaint, which has yet to be addressed. I have also mentioned this to all parties I have made contact through ORHP, yet no one seems interested in addressing my concerns of an improper installation from our service request in August.
I have tried reaching out to the original service provider (****** *******) however they have rebranded to ****** Emergency HVAC repair and have taken no liability of the improper install, hence why I reached back out to ORHP to get sorted in the first place.
Sincerely,
****** ******Business Response
Date: 11/20/2024
Dear BBB,
Old Republic Home Protection (ORHP) is in receipt of the rebuttal for review and response. According to notes in the file, on November 18, an ORHP associate spoke with Ms. ******** the other Plan holder. She explained that she was not confident in Pro-Serve and requested a subsequent service provider. She requested to have a prior in-network provider, ******** return.
It was explained that this would cause a delay. Ms. ******* stated she understood and agreed to have another service provider arrive and make a determination of the issues. Pelican was assigned and as of this response, has not provided a report of the issues.
Once that report is received, a determination of coverage will be made and resolution confirmed.
Best regards,
** ****
Plan Compliance Manager
Old Republic Home ProtectionInitial Complaint
Date:11/06/2024
Type: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.
When I purchased my mobile home on March 30, 2023, the seller purchased a policy from ORHP for my property. In February 2024 my heating system stopped working and I contacted ORHP. They sent TPD plumbing company to evaluate the trouble. TPD advised ORHP that the system was too old to repair and when TPD discovered the air conditioner not working, ORHP approved to replace the ***** A week later ORHP advised me that overages and parts not covered totaled $6,821. They refused to give me an invoice delineating this expense but I had to pay it to *** before work could start.The equipment was delivered to my carport. *** began work and right away found additional expenses not covered. This made me question my payment to them. I contacted ORHP asking why expenses were left out of the original estimate. They informed me that *** calculated the overages and parts not covered and ORHP does not review the numbers. *** refused to give me a copy of the charges and said he told ORHP he did not want to install my HVAC but ORHP could not get anyone else to do it and if TPD refused, they would not get any more business from ORHP. TPD had $6,821 of mine, so I could not fire them.The next week TPD gave me a general breakdown of the overages and not covered parts. When I questioned the charges, he said they were industry standards. My research indicates that the cost to replace a new HVAC system in a mobile home in my area in 2024, ranges from $4,500 to $9,000. ORHP refuses to give me the equipment invoice but I am sure that with my $6,821, the money paid to date is over $9,000.I have been without HVAC for 9 months but do not trust ORHPs subcontractor TPD and do not want them working in my home.Note: The Plumbing Doctor was not in your database.Business Response
Date: 11/07/2024
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.
Ms.********* has a limited warranty Plan that covers failures that are caused by normal wear and use. The Plan has limitations and exclusions to any coverage.
According to the file the initial service request for the **** system blowing cold air was submitted on February 22, 2024. ORHP assigned Advanced Heating & Air, an in-network service provider, to address the issue. They reported to ORHP on February 23, 2024 that the issue was due to prior repairs that occurred. Those repairs caused the unit to fail. The service request was then denied as the failure was not due to normal wear and use.
However,upon a further review, on February 29 the decision to provide coverage was made. A report of the failure and estimate to repair was received on March 4. On March 8 the decision was made to cover not only the furnace, but the ** evaporator and condenser coils. There are costs that the applicable Plan does not cover. These would include over the limit for hauling away the old equipment, line flush, title 24 testing and duct sealing and multiple modifications. They totaled $6,821.00 and would require the approval of Ms. ********* and be paid directly to Advanced Heating and Air.
The detailed costs were sent via email to Ms. ********* on March 8 for her review and decision. She approved the costs on March 11. Part research for availability was then started. The necessary equipment was ordered from a local supplier on or about March 15.
When Advanced arrived to pick up the equipment, they found that the furnace was damaged and that the evaporator coil was not available. ORHP contacted the supplier, and the furnace and evaporator coil were reordered.
On April 5, Advanced Heating contacted ORHP to explain that they had installed the outside condenser, however, while doing the installation, Ms. ********* was questioning the non-covered costs. This required a call from **** to speak directly to Ms. ********** The non-covered costs were again discussed. All of the costs were explained in detail. Ms. ********* then again agreed to the non-covered costs.
On April 9, Advanced Heating contacted ORHP to state that there is mold around the area where they are installing some of the equipment. That mold would need to be removed prior to continuation of replacement. At that time, all work on the system was ceased until that information was received.
Currently,Ms. ********* has not provided the necessary mold remediation and environmental clearance certificate to Advance Heating. Once this information is provided,the replacement can be resumed.
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 ProtectionInitial Complaint
Date:11/05/2024
Type: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.
Placed a call with Old Republic Home Protection back in September 9/27/2024 about our washer machine leaking. after several calls and a visit by a service **** he placed an order for a replacement part which is on 2 weeks backorder, As of today November 5th, still getting the same respond as last 3 weeks that part is back ordered and they have no idea when the part will be ready. Meanwhile my family needs to take time off to go to local laundromat, every week, to wash our clothes. Anytime I called their service or authorization department I get the same answer over and over again, "we are contacting or service tech to find out the part number and see how we can expedited it". It is very frustrating working with them as there is no resolution to this matter.Business Response
Date: 11/06/2024
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. *************************** 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.
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 lists many of the exceptions on page 14.
According to the file the initial service request for the washing machine leak was submitted on September 28, 2024. ORHP assigned Tri Valley Home Improvement,an in-network service provider, to address the issue. Unfortunately, there were unresponsive to the assignment and ORHP transferred the request on October 3.
On October 3 it was assigned to Mr. ********* of Oakley. ORHP spoke with them on October 7 and learned it was a stackable unit and would require two technicians,which was approved. The parts were placed on order prior to providing ORHP the necessary report. They reported to ORHP on October 23, 2024 that there was a tube leaking inside the unit. That repair was approved.
On November 1 ORHP received a call from Mr. ******** He communicated to ORHP that he is embarrassed to do his laundry in public and would like to speak with a supervisor. It was communicated that the parts are on back order. ORHP then agreed to research the necessary parts that are on back order to Mr. *********,however, needed additional information in order to accurately do so.
This was communicated to Mr. ******* on November 5. It was explained that as soon as the research was completed, he would be made aware of the next step in the process.
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 ProtectionCustomer Answer
Date: 11/12/2024
Complaint: 22517929
I am rejecting this response because:I received a call from the Old Republic Home Protection agent on Friday, November 8th, letting me know that the part was acquired and will be delivered to the service tech by November 20th. Today, Tuesday, November 12th, at 11:30 am, I got another call from the Old Republic, notifying me that part should arrive by mid-December. It is obvious to me that the Old Republic has no intention to expedite this service issue at all!! They make the same excuse over and over again. This service issue was reported back on September 27th, and after over six weeks, we are still at square one with no relief on site. I have to continue relying on local laundromat and spend time and money to get things done. I am complaining to ******* Title Company, as well, for selling such a mediocre service provider to new homeowners. I will continue to pursue my grievance with Chicago Title Company as well. This is absolutely unacceptable!!
Regards,
******** *******Business Response
Date: 11/13/2024
Dear BBB,
Old Republic Home Protection (ORHP) is in receipt of the rebuttal for review and response. Mr. ******* is correct, OHRP has been notified by the supplier that the part should arrive mid-December. ORHP understands it is frustrating, however,ORHP also has no control over delays in part availability of delivery.
The necessary part is available, however, it is on back order from the manufacturer.Therefore, as the part is not obsolete, it will be ordered and replaced. Once the part arrives, an appointment will be scheduled and the installation will occur.
.
Best regards,
** ****
Plan Compliance Manager
Old Republic Home ProtectionInitial Complaint
Date:11/05/2024
Type: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.
In April of 2024 Service request placed for our forced air unit not working properly. ORHP had Pure Air replace the unit, a permit was pulled. The unit continued to freeze up over the summer, several service calls were placed including reporting that there was a rubbing sound coming from the blower unit, ******** came out and reported no issue. Later the unit started freezing along the lines, this has still not been fixed. Now the heater on this unit does not turn on at all, we had to place another service call, pay another fee on the same unit that was replaced and still not working. This unit was never inspected from the permit that was pulled. The ** freezing issue was never resolved. I also requested ORHP send someone out for a 2nd opinion and to do a duct inspection which was recommended by The Climate Company that they sent out for the freezing issue on our unit. This unit was replaced, it does not work properly and I want this unit to be looked at, diagnosed properly and I want ORHP to get the inspection done. There are 2 plan numbers because I renewed my policy in between all of these service calls on the same unit.Business Response
Date: 11/06/2024
Dear BBB,
Regarding the service request for the **** issue; on behalf of Old Republic Home Protection (ORHP) and its employees, please extend our sincere apologies for the circumstances outlined in Ms. ******* letter.
I assure you ORHP employees value the trust each of our Plan Holders place in us to resolve their service request in a timely and professional manner and when this does not occur, steps are taken to review what went wrong and implement improvement.
********* has a limited warranty Plan that covers failures that are caused by normal wear and use. The Plan has limitations and exclusions to any coverage. The Plan states on page 6 that the legal and binding Plan does not cover for damage caused by people, pests, or pets.
According to the file the initial service request for the **** system not shutting off was submitted on March 25, 2024. ORHP assigned **************** and Cooling, an in-network service provider, to address the issue. They reported to ORHP on April 1, 2024 that the issue was with a transformer and relay. After they were replaced, other issues were diagnosed. On or about May 10,******** provided OHRP with an estimate to replace the furnace in the home. That occurred on or about June 3, 2024.
On July 2 a service request was submitted via ***** online portal. The reported issue was a noisy fan/blower. Atlantis Heating was immediately assigned. They reported that there appeared to be issues with the prior installation of the filtration system. Therefore, on July 9 the request was reassigned to Pure Air.
Also on July 9, OHRP received a complaint via hub spot. An **** associate contacted Ms. ******* The issue with the filtration system. Additionally, Ms. ****** was under the impression that the ** system had been replaced. In actuality, only the furnace was replaced, the existing evaporator coil was reinstalled as there was no failure to the unit.
**** contacted Pure Air and inquired about the rubbing noise. ***, from ********,stated he didnt hear a rubbing noise, however, would be happy to return to make a further determination. He also stated that the filter is on the bottom of the unit and that in order for the filters to be replaced by a homeowner, a filter grid would require installation. That is a modification, and therefore, not covered by the applicable Plan.
On September 17, a service request was submitted via ORHPs online portal. It was stated that there was frost on the evaporator or condenser, the system was not cooling to desired temperature and there was a leak from the inside unit. The request was immediately assigned to an ORHP in-network service provider, The Climate Company.
Their report did not indicate any issues. However, on September 30, an email was received from Ms. ****** stating the unit is still freezing up. On October 14, The Climate Company returned and diagnosed the system. They state that they added 2 lbs of refrigerant. They confirmed the system was operating as designed.
On October 26, Ms. ****** again contacted ORHP to inquire what the next steps were to fix her unit. ORHP reached back out to The Climate Company for clarification,however, a message was left. Later that same day, *** ****** contacted ORHP to state that the heater was making a knocking and clicking noise. He alleges that the unit was never inspected after replacement.
On October 30, OHRP spoke with The Climate Company. They provided information stating that when they were at the home on or about September 23, they added refrigerant and that the system was operating as designed. Additionally, they stated that *** or Ms. ****** was requesting a duct work inspection but wanted the heater request transferred.
It was reported to **** that the permit was pulled as necessary. An inquiry is being made as to the final inspection. Upon receipt of that information, ********* will be notified.
On November 5 the request was transferred to A L *************** once they provide a diagnostic report a determination of coverage will be provided. While ORHP understands the frustration with a non-working **** system, nothing can be done until that diagnosis is 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 ProtectionCustomer Answer
Date: 11/06/2024
Complaint: 22517032
I am rejecting this response because:The issue with this furnace unit has absolutely nothing to do with damage caused by people pets or pests, the provider that came out determined that parts could not be ordered and submitted a request to ORHP to replace the unit.
I was at no time under the impression that the ** Unit on the outside our home was replaced, the unit inside blower/furnace was replaced.
At no time was there a request to make any modification to the unit for the ** Filter. I asked the technician where the filter was supposed to go because this was not covered with me when the tech left after the furnace was installed, clarification was needed.
The frost that was appearing on this unit was still appearing all the way up until there was no longer a need to run the air conditioner, this problem is not resolved and still requires attention. We had to leave the unit off through out the last part of the summer weather because the unit was freezing up. The Climate Company tech was the one that said he suggested a 2nd opinion was needed and that he was going to recommend a duct inspection was needed to ORHP. This unit is not operating as designed because the lines were still frozen and covered in frost all the way to the end of summer. This still requires repair.
Now that the colder morning have begun for this area we tried turning on the heater on October 26th only to discover that the heater is not working on this unit either. That is the current issue being addressed and waiting for diagnosis, however the lines freezing while running the air conditioner were not fixed. This still needs to be fixed.To confirm, this unit was not inspected, I looked up the permit online, this did not receive an inspection and there is no pass/fail result on this permit.
When the Climate Company came back on or about September 23rd there were 2 techs, they went to the outside ** and checked that. I stood by the furnace unit inside when they came back in. they did not come over to look at that unit where the freezing was happening, they only physically inspected the outside unit. They stated that recommendations that a 2nd opinion was needed and that they recommended a duct inspection be requested from ORHP and then they left.
I look forward to having this unit properly inspected.
Although we are waiting on the diagnosis from today, the tech is currently here, this does not resolve the freezing up issue that was never fixed and unfortunately is probably too cold outside to properly test running the unit on **, with that said, I do not want ORHP closing out the need for service as this issue has not been resolved yet.
******* ******Business Response
Date: 11/14/2024
Dear BBB,
Old Republic Home Protection (ORHP) is in receipt of the rebuttal for review and response. As previously stated, it was reported to **** that the permit was pulled as necessary. It is noted that ******** has attempted to reach ********* to schedule the final inspection.
As previously stated, once ORHP has a report related to the diagnosis from A L Affordable, a determination of coverage will be made. Nothing can be done until that diagnosis is received.
Best regards,
** ****
Plan Compliance Manager
Old Republic Home ProtectionInitial Complaint
Date:11/02/2024
Type: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.
This was the worst "service" I ever received. There basically was no service provided. You are paying for nothing. I had to call a plumber and paid out of my pocket for a new kitchen faucet which your service refused to install because it was not "broken". However, replacing the kitchen faucet seemed to have corrected the faucet water fluctuating from hot to cold to warm. My understanding from speaking with many others who have had this homeowner warranty policy is that you provide nothing, avoid making repairs or replacements at all costs, and try to blame either the homeowner or the construction of the home. So maybe you can tell me just exactly what this policy is good for because, in my opinion, it is not even worth the paper it is written on.Business Response
Date: 11/04/2024
Dear BBB,
Regarding the service request for the faucet 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.
Ms.****** has a limited warranty Plan that covers failures that are caused by normal wear and use. The Plan has limitations and exclusions to any coverage.
According to the file the initial service request for the faucet being brokenwas submitted on October 14, 2024. ORHP assigned ************, an in-network service provider, to address the issue. They reported to ORHP that they replaced the faucet cartridge on October 17.
Ms.****** contacted ORHP immediately after ************ had left stating there was still an issue. ************ arrived again on October 28. They reported to ORHP that Ms. ****** alleges that the water temperature is fluctuating on all her faucets and wants them all replaced. ************ diagnose and found that all faucets were working properly and there was no failure.
If Ms. ****** would like to submit the invoice for the work she had completed to me at *********************************** I will be glad to review and provide potential reimbursement up to the Plan limit.
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 ProtectionCustomer Answer
Date: 11/05/2024
Complaint: 22505375
I am rejecting this response because:
Sincerely,
******* ******Customer Answer
Date: 11/06/2024
Using Old Republic's own words, my Plan covers failures that are caused by normal wear and use. This was obviously the case. I reported a "broken faucet" because that was the closest option I could choose from Old Republic's very limited drop-down menus. There is no place on the claim form to explain the issue. All of the faucets in this home are almost 20 yrs old and should be replaced. The tech ****** who came out twice to my home from ************** only said he replaced a cartridge in my shower. That seemed to temporarily fix the showers. However, the next morning, the same issue was occurring in the kitchen faucet, so I contacted Old Republic for a recall. ****** again came out. I kept explaining to ****** that the water was fluctuating between cold/warm/hot in both kitchen faucets. ****** only tested one. Said he didn't find anything wrong. When I asked about replacing the kitchen faucet, he said it was not broken, and that I would need some sort of additional part. He said if I had had the additional part already, he would have replaced it. That's just a line of ****. He was here a total of no more than 10 mins. If Old Republic is willing to reimburse me for the approx. $350 out-of-pocket expense, I will not seek reimbursement for the $100 service fee.
Business Response
Date: 11/06/2024
Dear BBB,
Old Republic Home Protection (ORHP) is in receipt of the rebuttal for review and response. As previously stated, a copy of that invoice should be provided to *********************************** for review.
Best regards,
** ****
Plan Compliance Manager
Old Republic Home ProtectionCustomer Answer
Date: 11/07/2024
Complaint: 22505375
I am rejecting this response because: Please see attachment of invoice.
Sincerely,
******* ******Business Response
Date: 11/07/2024
Dear BBB,
Old Republic Home Protection (ORHP) is in receipt of the 2nd rebuttal for review and response. Ms. ****** provided a copy of the invoice as requested. It is currently being reviewed. A determination of coverage will be provided Ms. ****** when that decision is confirmed.
Best regards,
** ****
Plan Compliance Manager
Old Republic Home ProtectionCustomer Answer
Date: 11/08/2024
Complaint: 22505375
I am rejecting this response because:Old Republic,Yes, that is correct. I am willing to waive the $100.00 service fee and seeking reimbursement for the new faucet and installation for $363.35.******* ******
Sincerely,
******* ******Business Response
Date: 11/11/2024
Dear BBB,
Old Republic Home Protection (ORHP) is in receipt of the 3rd rebuttal for review and response. As previously stated, Ms. ****** finally provided a copy of the invoice as requested.
It was determined that as a goodwill offering, ORHP would reimburse her the $365.35 she spent for replacement of the faucet.
Best regards,
** ****
Plan Compliance Manager
Old Republic Home ProtectionInitial Complaint
Date:11/01/2024
Type: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.
Called to file a claim and found out that my coverage ended. So I renewed it and I was told by five different people in a different department that I could have my claim backdated. Then all of a sudden because they so called sent notice to my email I wasnt able to backdate my plan. I have no recieved any notice from this company. Not my mail nor by email. I was told and I quote It doesnt matter that you didnt receive it. We sent the notice and thats all this is required of us I was also told that a supervisor would call me and no supervisor has called me. They also kept purposely hanging up on me. Ive checked every single email in my box and have received NOTHING from them. Nothing even saying that I renewed with them.Business Response
Date: 11/04/2024
Dear BBB,
Regarding the request for backdating of a service request; 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.
Ms.******** 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. According to the file the previous Plan had expired on September 15, 2024.
Between July 21 and August 21, three renewal notices were sent to the email address that is on file, that address was confirmed correct. A fourth renewal notice was sent via **** on August 29. The Plan was not renewed and expired on September 15, 2024.
On September 30, 2024 Ms. ******** purchased a new Plan. The new Plan had a mandatory 30-day waiting period. ORHP received a call on October 4 from Ms. ******** to submit a service request for the **** system. The request was denied as there was no Plan in effect. The Plan that was purchased was still within the 30-day waiting period.
Ms.******** called again on November 1 to submit the same **** service request. As this was for the same issue that was reported on October 4 while the Plan was not active, the service request was again denied. This denial was for a pre-existing condition.
Ms.******** canceled her Plan and received a full refund for the purchase price.Additionally, there are NO notes related to being informed a back datingwould occur to provide coverage.
The Plan is canceled, and a full refund has been provided. No further assistance is available.
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 ProtectionCustomer Answer
Date: 11/04/2024
Better Business Bureau:
I have reviewed the response made by the business in reference tocomplaint ID ********, and find that this resolution is satisfactory to me.
Sincerely,
*** *******
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