Complaints

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

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• 

  Old Republic Home Protection

  PO Box 5017 San Ramon, CA 94583-0917

  
• 

  Old Republic Home Protection Company, Inc.

  2948 Blacksmith Ct Delaware, OH 43015-9191

• 

  Old Republic Home Protection

  Chandler, AZ 85224

• 

  Old Republic Home Protection

  Birmingham Area Birmingham, AL 35226

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

• Initial Complaint

  Date:07/15/2025

  Type:Service or Repair Issues
  Status:

  ResolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  Received bill in June 2025 for service date of 12/21/23, 18 months later. Warranty contract ended 12/17/24. ORHP coupon of $100 was used, emailed coupon 6x to company with last email 6/11/24, and supposedly they told me they corrected and credited the account. Now, a year later theyre billing me again. I have called numerous times in June and now today 7/15/25 to resolve this matter. I get no results and I am placed on an indefinite hold. Currently Ive been holding for over 1 hour with no one checking back. I cannot resolve a matter if 1. ORHP doesnt address my phone calls. 2. They never provide credit for payments.

  

  Business Response

  Date: 07/17/2025

  Dear BBB,
  
  Regarding the Plan trade call fee issue; on behalf of Old Republic Home Protection (ORHP) and its employees, please extend our sincere apologies for the circumstances outlined in Ms. ***** letter.
  
  I assure you ORHP employees value the trust each of our Plan Holders place in ** to resolve their service request in a timely and professional manner and when this does not occur, steps are taken to review what went wrong and implement improvement.
  
  I apologize for the continued notifications and have corrected the issue within the system. Ms. **** should not receive any further notices. However, if any have crossed paths between now and when they were automated, she can ignore them.
  
  ORHP appreciates Ms. **** taking the time to provide her opinion and perspective of her service experience, which in turn, provides ORHP the opportunity to improve the service we provide to our customers.
  
  Best regards,  
  
  ** ****
  Plan Compliance Manager
  Old Republic Home Protection

  Customer Answer

  Date: 07/17/2025

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

• Initial Complaint

  Date:07/11/2025

  Type:Service or Repair Issues
  Status:

  ResolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  From the very beginning of filing a claim with Old Republic Home Protection has been a bit of a nightmare for a *************** Corps veteran 100% service connected with the VA for injuries accrued during my service, depression, hearing loss, and PTSD.I purchased my home last September and was gifted a home ORHP warranty for a year from my realtor to give me peace of mind with my appliances etc...My Whirlpool refrigerator Model number ED5HHGXTQOO is ___unrepairable___ with a cracked water dispenser liner. It cannot be replaced.Also the water and ice dispenser parts are in need of ********* well as the ice maker, ice bin/w auger, water hose is kinked and needs replacement.A technician from ORHP was sent out a week later, he was hurried and rushed, he didn't make an thorough and accurate diagnosis.He couldn't even find the model number to my refrigerator.He sent an inaccurate report to ORHP who sent me a check for parts for $365.00. That amount wouldn't cover the cost of all the needed parts needing replacement.The ice bin/ w auger is $265.00 alone. The refrigerator cannot be repaired because of the damaged water and ice dispenser lining.I've have spent many hours waiting on the phone for assistance from ORHP.A condescending manager named *** spoke to me too quickly and resolved nothing!!! He authorized sending me a check of $365.00 to resolve the issue. Not only is the money an inadequate amount, but who would repair my refrigerator?Shame on this manager and ORHP as a whole for not replacing my refrigerator that cannot be repaired.I've waited a week for their service tech to come out, a month for a check, and no answers to my complaints I'm requesting that ORHP replace my refrigerator immediately.Thank you ****** *******

  

  Business Response

  Date: 07/14/2025

  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 ** to resolve their service request in a timely and professional manner and when this does not occur, steps are taken to review what went wrong and implement improvement.
  
  In connection with my response to the above complaint, I have reviewed the plan that Mr. ******* purchased. The plan was purchased on September 24, 2024, with an effective date of September 27, 2024. (CA 7.0 Gold coverage with optional AC,ornamental fountain, limited roof repair and kitchen refrigerator coverage).The plan document has limits and exclusions and required trade call fees.
  
  Pursuant to that plan a service request was submitted for the freezer not keeping temperature on May 30, 2025. ORHP assigned All Appliance Experts, an **** in-network service provider, to address the issue.
  
  My review included service provider notes, authorization agent notes and supervisor notes. A timeline of the events surrounding your complaint is listed below.
  
  1.         May 30, 2025. Mr. ******* contacted ORHP to report that the freezer was not keeping the temperature. ORHP assigned All ********************** an in-network service provider.
  
  2.         June 09, 2025. All Experts reported that the ice maker, bucket, freezer door and housing had failed. It was also noted that they could not locate a legible model or serial number. They also stated that the repair of the ice maker and dispenser would not be a viable repair.
  
  3.         June  13, 2025. Mr. ******* calls to state that there are leaks that appear to be from the valves for the dispenser.
  
  4.         June 17, 2025. ORHP researches and determines that all the parts are from the ice maker and water dispenser. There is no mechanical failure to the refrigerator cooling components,and the unit is maintaining proper cooling temperature.
  
  5.         June 18, 2025. ********** contacted ORHP to inquire the delay. It was explained that information was necessary to make a coverage decision. ORHP contacted the technician, ****,who said the repairs would work, that they would be more expensive than he thought would be proper. He confirmed the issues were with the ice maker and dispenser. There was no confirmed failure to the freezer door.   
  
  6.         June 19, 2025. With confirmation that the failures were all related to the ice maker and dispenser and that the model nor serial number were available, part cost was determined based on typical repairs for those items.  A Plus installed a new outside fresh air manual damper. After that installation, the system again appeared to be operating correctly.
  
  7.         June 23, 2025. ORHP calculated the repair cost as $365.27 for the necessary parts to correct the ice maker, ice bucket, and dispenser housing. An ORHP associate spoke with ********** and explained the Plan covers the ice maker and/or dispenser only if repairs are possible. The Plan does not replace an entire unit if those units are not repairable. In that instance, as this one, providing the Plan holder with payment in lieu of repair is the only option. That was explained and the $365.27 was accepted by Mr. *******
  
  8.         July 01, 2025. ********** called, stating that the amount he received appeared to be only for the parts and there was nothing included for installation. It was explained that the department that was addressing this was not available and would need to call him back.
  
  9.         July 02, 2025. ORHP received an online complaint. It was forwarded again to the associate who addressed the providing of payment in lieu of repair. Mr. *** called *********** however, a voice message was required.
  
  10.       July 03, 2025. ********** contacted ORHP to discuss the issue and stated that the refrigerator was too old and should be replaced. It was explained that per the report, there was no failure to the unit itself, just the ice maker and dispenser. It was explained that the payment in lieu was accepted and that the repairs would require being completed on a retail basis.
  
  11.       July 10, 2025. ********** contacted ORHP again and repeated the same as above.
  
  12.       July 11, 2025. ORHP calls Mr. ******** however, has to leave a voice message. ORHP received the above BBB complaint.
  
  ORHP understands the frustration with not having a correctly operating appliance.However, the Plan is clear that when an ice maker and/or dispenser has failed,the only option is to repair if possible. The Plan does not replace the entire refrigerator for the unit having those components failed or being old.
  
  However,after review of the notes, it is realized that labor for replacing those components was not included. I will be processing an additional $210.00 which equates to an hour of labor for each task. This will arrive in the next 21 business days.

  ORHP appreciates Mr. ******* taking the time to provide his opinion and perspective of his service experience, which in turn, provides ORHP the opportunity to improve the service we provide to our customers.
  
  Best regards,  
  
  ** ****
  Plan Compliance Manager
  Old Republic Home Protection

  Customer Answer

  Date: 07/14/2025

   
  Complaint: 23588080
  
  I am rejecting this response because: my refrigerator should be replaced because the ice and water dispenser lining is cracked and cannot be replaced. It makes no difference if you cover parts needed to rebuild the unit; the damaged plastic liner where the ice door attaches is broken! The incompetent technician you sent out should of taken more time to diagnose my refrigerator. He couldn't even find the model number.

  (ED5HHGXTQOO)

  I'm requesting ANOTHER technician be sent out in a timely manner (Not a week later) inspect and fix my refrigerator that Old Republic Home Protection says can be repaired, then repair it.

  You're a home warranty company, perform like one  and perhaps your over all customer service rating will be higher than 2.5 stars. Occasionally ORHP will have to go above  and beyond and actually replace an appliance that has failed.

  I'm 64 years old, a 100 % disabled Marine with the ******************** for services to my country. That's the highest rating a veteran can get for service related injuries.

  I need my refrigerator repaired or replaced immediately.

  To do nothing will result in negative referrals and references, and no repeat buisness. Definitely no ****************************************** *******

  

  Business Response

  Date: 07/15/2025

  Dear BBB,
  
  Old Republic Home Protection (ORHP) is in receipt of the rebuttal for review and response. I first want to thank Mr. ******* for his service to our country.
  
  As previously stated, the Plan does not provide replacement refrigerators for a failure of the ice maker or dispenser.This is listed on page 7 of the Plan. It states:
   Repair or replacement of ice
  makers, ice crushers, cold
  beverage dispensers and their
  respective equipment (including
  ice bucket) are covered for
  kitchen refrigerators only
  providing parts are available
  and unit is repairable. If
  these parts are not available
  or unit is not repairable, our
  obligation is limited to payment
  in lieu of repair equal to the
  cost of repair if unit had been
  repairable.
  
  While ORHP does understand that having a refrigerator not having all available options is inconvenient, the Plan only provides for reimbursement of the cost equal to the repair of the unit, the cost of parts and labor to install has been provided.
  
  When Mr. ******* submitted the service request to ORHP for the issue with his refrigerator, he was then bound to the terms and conditions contained within said Plan.
  ORHP has provided its obligation per those terms and conditions.
  
  There will not be a subsequent servicer assigned nor a replacement of the unit.
  
  
  
  Best regards,  
  
  ** ****
  Plan Compliance Manager
  Old Republic Home Protection

  Customer Answer

  Date: 07/15/2025

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

  ORHP still owes me an additional $210.00 for repairs and labor for my refrigerator.

  Acknowledge this and there will be no further action on my part.
  
  Sincerely,
  
  ****** *******

• Initial Complaint

  Date:07/10/2025

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  In 2025, old republic home protection (business) collected $100 fee from *** ***** (customer) as revenue of repair of facuet serivces. The $100 fee was paid. The business sent out professional on site. However, the professional did not perform an analysis that avoid the need to replace the sink and the professional stated facuet can not be installed because the sink has crack and refused to install the facuet back to the sink at all. the professional must install the facuet to this sink and at the time of the repair stated he will contact the company for the sink to be first replaced. Upon further follow up and attempt to get the company to replace the sink - which was refused by the company, and to get the professsional to put back the facuet back to the sink that he initially removed without conducting an analaysis, was also refused. THe company is well aware the sink currently has crack before and after the facuet was removed, yet the company stated it's not their problem. now the sink has no facuet. and customer need to seek for someone to replace the sink. the resolution is the business to replace the sink. if not possible, issue a refund of the fee paid.

  

  Business Response

  Date: 07/11/2025

  Dear BBB,
  
  Regarding the service request for the plumbing issue; on behalf of Old Republic Home Protection (ORHP) and its employees, please extend our sincere apologies for the circumstances outlined in Mr. ****** letter.
  
  I assure you ORHP employees value the trust each of our Plan Holders place in ** to resolve their service request in a timely and professional manner and when this does not occur, steps are taken to review what went wrong and implement improvement.
  
  In connection with my response to the above complaint, I have reviewed the plan that was purchased. The plan was purchased on June 21, 2024, with an effective date of June 27, 2024. (CA 7.0 CRES ******************* with no additional options).The plan document has limits and exclusions and required trade call fees.
  
  Pursuant to that plan a service request was submitted for a pipe leak in the Kitchen on March 28, 2025. ORHP assigned T & N Plumbing, an OHRP in-network service provider, to address the issue.
  
  My review included service provider notes, authorization agent notes and supervisor notes. A timeline of the events surrounding your complaint is listed below.
  
  1.         March 28, 2025. Ms. *** contacted ORHP via ORHPs online service request portal to submit a request to have a plumbing leak in the kitchen addressed. T & N Plumbing & Electrical was assigned to address the issue.
  
  2.         April 15, 2025. T & N rep *** replaced a cracked tension nut on the kitchen sink that was causing the leak while the water was running from the sink. ORHP paid for that repair. The $100.00 Plan required trade call fee was collected.  
  
  3.         April 25, 2025. Ms. *** contacted ORHP again via the online portal to submit a service request for a leaking faucet in the upstairs primary bathroom. ORHP assigned MD ****** General Contractor, an ORHP in-network provider, to address the issue.
  
  4.         April 29, 2025. Ms. *** contacts ORHP to report that two additional faucets are leaking an need to be added to the service request. However, due to a pre-scheduled medical procedure, MD ****** is unable to complete the repairs, and requests that the work order be transferred to a subsequent provider. The request is again assigned to T & N Plumbing.  
  
  5.         May 07, 2025. T & N provides ORHP with a report for the faucet issues. The faucet in the guest bathroom required a new faucet. The angle stop in the guest bathroom required a replacement. The faucet in the primary bathroom required replacement. The angle stop in the primary bathroom required replacement.
  
  6.         On or about May 14, 2025.The above work was completed and ORHP paid T & N accordingly. ORHP sent the bill for the $100.00 Plan required trade call fee to Mr. ******  
  
  7.         May 20, 2025. Ms. *** contacted ORHP to report that the faucet in the other side of the his and hers bathroom sink was not replaced. She is stating that T & N alleges that they are waiting for approval from ORHP. A call was made to T & N to obtain the necessary information. They stated that the sink for the additional faucet was cracked and would require replacement prior to installation of the faucet. This was communicated to Ms. **** She stated that the sink is unusable due to no faucet. ORHP sent a message to T & N to inquire if they could reinstall the old faucet.  
  
  8.         May 27, 2025. T & N states that they will not reinstall the old faucet nor install the new one without the sink being replaced. They will not be liable for any potential leaks that may cause damage. It is communicated to Ms. *** that they will need to have the sink replaced first, or they can accept the cost of the faucet replacement as payment in lieu of the repair.
  
  9.         July 11, 2025.  ORHP received the above BBB complaint.
  
  ORHP fulfilled its Plan obligations by assigning T & N Plumbing to address the issue. The issue with the last step of competion of the repair is to have the sink replaced prior to the new faucet being installed. The old faucet was removed to eliminate the possibility of leaking and causing additional subsequent damage, which the applicable Plan is not responsible for.
  
  The Plan does not provide for the replacement of a sink. Therefore, that will require replacement by Mr. ***** prior to T & N returning to install the new faucet. Once the sink is replaced, they can contact T & N to have them return to install the remaining faucet.
  
  The $100.00 Plan required trade call fee for the kitchen sink leak repair is paid. The $100.00 trade call fee related to the faucets is due and will not be waived.
  
  ORHP appreciates Mr. ***** taking the time to provide his opinion and perspective of his service experience, which in turn, provides ORHP the opportunity to improve the service we provide to our customers.
  
  Best regards,  
  
  ** ****
  Plan Compliance Manager
  Old Republic Home Protection

  Customer Answer

  Date: 07/11/2025

   
  Complaint: 23584195
  
  I am rejecting this response because: the sink is currently not operating because the facuet was removed by ORHP's contractor at the time of the service. Since the facuet was removed, the next step is to install the new facet. ORHP's defense position regarding the home owner need to get a new sink ignore the fact the facuet was removed by ORHP's contractor and whether the facuet should or should not be removed was the sole decision of the ****"s contractor. Further, **** contractor further suggest that himself would 'come back' and that he need to create a follow up to get new sink for us. And we replied him OK, thanks for letting us know. 

  We do not have ability to influence why the direction of the service after the ORHP contractor arrived was changed to the opposite (i.e., homeowner). Netither we have any visiblity into why as policy is written by ORHP and their contractor. As their response had stated, the policy we had is simply the basic one so we definitely will not ask the ORHP contractor to do anything if a sink is required to be replaced first.

  I am rejecting this response because the sink is not operating due to facuet was removed by ORHP contractor at the time of service and if new facuet can not be put on a broken sink the **** contractor should not be remove in the first place.

  
  Sincerely,
  
  *** *****

  

  Business Response

  Date: 07/14/2025

  Dear BBB,
  
  Old Republic Home Protection (ORHP) is in receipt of the rebuttal for review and response. As previously stated, T & N removed the faucet to prevent any further water damage. A new faucet can be installed on a broken sink, however, to prevent a liability issue, they chose not to leave it installed.
  
  As soon as the cracked sink is replaced, the new faucet can be installed.
  
  
  Best regards,  
  
  ** ****
  Plan Compliance Manager
  Old Republic Home Protection

  Customer Answer

  Date: 07/14/2025

   
  Complaint: 23584195
  

  The reason for customer to open this compliant is crystal clear and the goal is to allow time for ORHP (Old Republic Home Protection) for a proper review of the professionalness of contractor  T & N.

  The response below merely reference old results. The reason for a complain is crystal clear. The  T & N  contractor made a mistake, which is, he did not check the sink whether it was suitable for a new faucet.

  The response below include no reference on the procedure perform when installing a new faucet. Absence of proper procedure is the cause of the mistake made, hence the complaint by us, the consumer to the ORHP and it's T&N contractor ORHP uses. 

  The are no concern on any water damage, liability. etc. Please stop trying to make it sounds relevant to cause additional distraction. Instead, please address the mistake by that particular contractor with proper review of what happened and what procedure were performed. Please start the conversation with that particular contractor as we do not want to risk using ORPH again. Please ensure there are no further no delay and mistake is addressed with homeowner by end of this month.

  Sincerely,
  
  *** *****

• Initial Complaint

  Date:07/09/2025

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  Update: They also just told me they were transferring me to a supervisor to help resolve this issue after 2 hrs already on hold. They hung up on me 10 seconds after putting me on hold to "transfer me to a supervisor".I am on day 4 of no AC in *********, **. I bought my home and have had repeated issues with the *** I've reached out to old republic who has sent 3x contractors now ALL TELLING ME I NEED A NEW UNIT. Each one has reported the work order as complete, yet here I sit INSIDE MY HOME at 91 degrees Fahrenheit without working *** I have Old Republic Home Protection and informed them that my covered AC is out and they've given me the run around for 4 days now. I notified them I have a 3 month old baby in the home that cant regulate her body temperature and they refuse to acknowledge or even provide communciation/resolution

  

  Business Response

  Date: 07/10/2025

  Dear BBB,
  
  Regarding the service request for the **** issue; on behalf of Old Republic Home Protection (ORHP) and its employees, please extend our sincere apologies for the circumstances outlined in Mr. ******** letter.
  
  I assure you ORHP employees value the trust each of our Plan Holders place in us to resolve their service request in a timely and professional manner and when this does not occur, steps are taken to review what went wrong and implement improvement.
  
  In connection with my response to the above complaint, I have reviewed the plan you purchased. The plan was purchased on September 27, 2024, with an effective date of October 11, 2024. (SNV 7.0 Gold  Plan with optional pool/spa/saltwater equipment coverage). The plan document has limits and exclusions and required trade call fees.
  
  Pursuant to that plan a service request was submitted for an **** issue on May 23, 2025. ORHP approved the replacement of a leaking valve core and 5 lbs of replacement R410a refrigerant. That work was completed on or about May 27, 2025,by Air One Heating & Air Conditioning, an **** in-network service provider.
  
  My review included service provider notes, authorization agent notes and supervisor notes. A timeline of the events surrounding your complaint is listed below.
  
  1.         May 23, 2025. *** **********,the other Plan holder, contacted ORHP to report that the ** in the unit would not keep the home cool in the afternoon and that it will stop working. The service request was assigned to *************** & Air Conditioning, an in-network service provider.
  
  2.         May 27, 2025. ******* reported that they had replaced a leaking valve core and recharged the system with an additional 5 lbs of R410a refrigerant
  
  3.         July 07, 2025. *** ********** contacted ORHP to report that the ** was not cooling to the desired temperature.The request was set as a priority, unfit to live situation. ORHP immediately assigned ******************, an ORHP in-network service provider, to address the issue. ** agreed that they could arrive the next day, July 8.
  
  4.         July 8, 2025. ORHP notes indicate a call was received from the Plan holder who stated that ** had arrived and was unable to assist with the issues. Later, Mr. ******* contacted to state that they have three young children in the home and wants to know the next steps. It was explained that ORHP has to receive a report from ** and that a call will be made to JT to expedite receipt. Mr. ****** called again to state the work needs to be expedited, that ** stated the unit must be replaced. It is explained that ORHP must receive the report from ** in order to move forward.
  
  5.         July 9, 2025. ** contacted ORHP at 8:08am to provide the report. They stated that the issue is with a one story home and the unit is on the roof. They found that the unit was void of 410a refrigerant and that a leak test must be performed. ** then stated that they will not return due to the continued calling and harassment they received from the owners of the home and requested the issue be transferred to a subsequent service provider. This information was left via message with ************** ORHP assigned network servicer Freeze and ************* **** &Refrigeration to address the issue. At 3:12pm, Mr. ******* contacted ORHP to state that Freeze and Fire arrived and added refrigerant. Mr. ******* alleges he showed the tech a leak and that the tech became belligerent and left. ********** requested to speak with a Supervisor, however, notes state that ********** disconnected the call. ORHP received a consumer affairs complaint. At 4:41pm Mr. ******* again called to state that they have a newborn and need the issue resolved. The service request was transferred to a subsequent service provider,5 *********************** It was explained to Mr. ******* at 6:05pm that ORHP must receive a report as to the course of action necessary to resolve the issue prior to a determination of coverage being made. Notes indicate Mr. ******* accepted that information.
  
  
  ORHP must receive that diagnosis report from 5 Star prior to any decision on coverage or how to proceed can be made. Once received it will be a priority to resolve the issue as quickly as possible.
  
  ORHP appreciates Mr. ******* taking the time to provide his opinion and perspective of his service experience, which in turn, provides ORHP the opportunity to improve the service we provide to our customers.
  
  Best regards,  
  
  ** ****
  Plan Compliance Manager
  Old Republic Home Protection
  

• Initial Complaint

  Date:07/08/2025

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  on 7/2/25, I called Old Republic Home Warranty to request a service repair on my A/C unit. I spoke with a representative and explained that the drip/overflow pan was full and clogged; I requested HVAC. She reported this was considered plumbing and insisted the request needed to be with plumbing for a service charge of $110.00. On 7/8/25, K&S plumbing came and assessed the situation and reported it was NOT plumbing and that HVAC was needed, I owed the service charge to K&S Plumbing. I called Old Republic on 7/8/25 to request HVAC to fix my covered service repair and was directed to submit a request for A/C with a new service fee of $110 despite the original service request being an error on the part of Old Republic. I have not been able to reach anyone at Old Republic despite several attempts and being on hold for over one hour. I would like the first service repair fee waived as this was an error on the part of Old Republic.

  

  Business Response

  Date: 07/09/2025

  Dear BBB,
  
  Regarding the service request for the pipe leak issue; on behalf of Old Republic Home Protection (ORHP) and its employees, please extend our sincere apologies for the circumstances outlined in Ms. ************* letter.
  
  I assure you ORHP employees value the trust each of our Plan Holders place in ** to resolve their service request in a timely and professional manner and when this does not occur, steps are taken to review what went wrong and implement improvement.
  
  After review, the initial Plan required trade call fee has been waived.
  
  ORHP appreciates Ms. ************ taking the time to provide her opinion and perspective of her service experience, which in turn, provides ORHP the opportunity to improve the service we provide to our customers.
  
  Best regards,  
  
  ** ****
  Plan Compliance Manager
  Old Republic Home Protection

• Initial Complaint

  Date:07/08/2025

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  Fourth of July hot water tank leaking and manufacture said they would replace unit. Called Old Republic and they scheduled the service call replacement. When the service person came out and he called Old Republic and they refused to pay. ******* said he would do the work as a direct hire and charged $775. I would like Old Republic to keep their word to cover the water heater. Repay $775 and $125.

  

  Business Response

  Date: 07/09/2025

  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 *** ****** letter.
  
  I assure you ORHP employees value the trust each of our Plan Holders place in us to resolve their service request in a timely and professional manner and when this does not occur, steps are taken to review what went wrong and implement improvement.
  
  In connection with my response to the above complaint, I have reviewed the plan that *** ****** purchased. The plan was purchased as a renewal with an effective date of April 11, 2025. (CA 7.1DX Deluxe Plan with optional pre-season HVAC tune-up coverage). The plan document has limits and exclusions and required trade call fees.
  
  Pursuant to that plan a service request was submitted for a water heater leak on July 04, 2025. ORHP assigned *************, an **** in-network service provider, to address the issue.
  
  My review included service provider notes, authorization agent notes and supervisor notes. A timeline of the events surrounding your complaint is listed below.
  
  1.         July 04, 2025. *** ****** contacted ORHP to report that the water heater in the unit was leaking at the seams and was under manufacturer warranty. ORHP assigned ************** to address the issue. However, within 45 minutes, *** ****** requested that ORHP transfer the request to another servicer. ORHP transferred the request to *************  
  
  2.         July 07, 2025. ************* reported to ORHP that the issue was a leak in the tank seam and that the unit was still covered under the original manufacturers warranty. The applicable Plan specifically excludes coverage for items that are covered in full or in part by a manufacturers warranty. Therefore, the service request for replacement was denied. This was communicated to *** ******, who stated he would have the unit replaced and pursue reimbursement via legal means. ********* called back and disagreed with the denial. He became very disrespectful and using profanity, and the call was disconnected. ORHP then received a ****** complaint related to the denial.
  
  3.         July 08, 2025. ORHP reviewed the notes and despite *** ****** attitude and use of profanity, ORHP made the decision to refund *** ****** the $125.00 Plan required trade call fee. That should be received within the next 21 business days.
  ORHP understands the frustration with having to pay out of pocket for an issue that *** ****** felt should have been covered under the applicable Plan. However, the Plan states on page 13, under 1. General Limitations. This Plan Contract Does Not Cover, sentence F, Any cost related to the repair or replacement of systems, appliance, or components covered, in whole or in part, by an existing manufacturer/distributor/or other warranty.  
  
  Therefore,no coverage can be extended for the water heater failure.
  
  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 Answer

  Date: 07/09/2025

   
  Complaint: 23570789
  
  I am rejecting this response because:

  Old Republic's authorization approved and schuduled the repair.  As far as profanity goes.  When people feel they have been lied to, cheated by a company then tend to swear., I also lost an ebtires day work because of what their autorizations department told me and I am spening most of the day today waiting for the plumber to complete the job. ORHW is a decietful company.  Look at all their ****** and Yelp reviews 90% of them are very negative.  Old Republic should honor their authorizations word and reeburse me for the labor  just like they said they would do.
  
  Sincerely,
  
  ****** ******

  

  Business Response

  Date: 07/10/2025

  Dear BBB,
  
  Old Republic Home Protection (ORHP) is in receipt of the rebuttal for review and response. As previously stated, the applicable Plan does not provide coverage for items that are covered, in whole or in part, by an existing manufacturer/distributor/or other warranty. 
  
  Therefore,no coverage can be extended for the water heater failure.
  
  
  
  Best regards,  
  
  ** ****
  Plan Compliance Manager
  Old Republic Home Protection

  Customer Answer

  Date: 07/10/2025

   
  Complaint: 23570789
  
  I am rejecting this response because:

  I waited through the July4 weekend for the repair man that Old Republic schudule and I lost a day's work because of OLD Republic error.  Therefore Old Republic should compensate me for their error.  It was not my error. Pay for your mistake and do a better job training your employees. Operate with integrity. Do unto others as you would have them do unto you. I didn't get hot water for a week because of your errors. 

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

• Initial Complaint

  Date:06/30/2025

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  05/23/2025 we contacted Old Republic home warranty regarding our 40 year old air conditioner system failing. The first tech they sent simply added refrigerant, knowing the compressor was leaking the refrigerant. We requested a second opinion. The second tech/vendor they sent told us there are improper repairs done to the system so there was nothing the home warranty could do. However, the repairs to which they referred were completed by a home warranty appointed vendor on 9/15/2023. So then on 06/09/2025, Old Republic sent the vendor (Orion HVAC) from 2023 as a third opinion and to inspect the previous work they completed. On June 9th, the tech from Orion stated that the system must be replaced.Old Republic was going to have that same vendor do the work. We did not feel comfortable with that and opted to replace the system ourselves and be reimbursed. Our home warranty policy states the air conditioning system limit is: no limit. It also states coverage includes: required permits, modifying the plenum, indoor electrical, air handling transition, duct connections, and installation of metering devices. Old ********************** only reimbursed us for their wholesale cost of a very basic air conditioner/heat pump and a highly discounted flat daily labor rate, along with a stipend for haul away, refrigerant recapture and crane rental. They did not include the costs of permits and the modifications that were required.Old Republic payment: $3,030.00 Total Cost we paid for new system: $15,850.90

  

  Business Response

  Date: 06/30/2025

  Dear
  BBB,
  
  Regarding the service request for the HVAC issue; on behalf of Old Republic
  Home Protection (ORHP) and its employees, please extend our sincere apologies
  for the circumstances outlined in Ms. Ripley-Becker’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.
  
  In
  connection with my response to the above complaint, I have reviewed the plan that
  was purchased. The plan was purchased as a renewal with an effective date of July
  08, 2024. (CA 7.0 Platinum Total Care Renewal). The plan document has limits
  and exclusions and required trade call fees.
  
  Pursuant to that plan a service request was submitted for an HVAC issue on May
  23, 2025. ORHP assigned AD Mechanical Inc, an OHRP in-network service provider,
  to address the issue.
  
  My
  review included service provider notes, authorization agent notes and
  supervisor notes. A timeline of the events surrounding your complaint is listed
  below.
  
  May 27, 2025. Ms. Ripley-Becker contacted ORHP to report that the HVAC system  was completely rusted out, freezing over, leaking refrigerant, motor is leaking oil and failing and that the unit is pre-1988 and not repairable. ORHP assigned Ad Mechanical, and in-network service provider, to address the issues.
  
  2.         May 27, 2025.  AD Mechanical reported that the issue was the
  refrigerant line set. They reported that the system was working fine and that
  the tech does not see any reason for replacement because everything is working
  fine, no leaks, drain pan is in tact with no leaks. However, the tech did add 1
  pound of refrigerant.
  
  3.         May 28, 2025. Ms. Ripley-Becker
  contacted ORHP to again report that the system is still experiencing issues and
  the unit is rusting. ORHP dispatched LA Standard HVAC Inc to address the issue.
  
  4.         June 4, 2025. LA Standard
  reported that the issue was with a blower motor overheating. They stated that
  the issue was not normal wear and use yet attributed the failure to excessive
  dust and dirt buildup inside the air handler, this blocked critical ventilation
  and caused the motor to overheat. Further they reported that there is an issue
  with refrigerant line insulation and improper drain line repair. As the issue
  was not due to normal wear and use, the service request was denied. ORHP spoke
  with Ms. Ripley-Becker. She explained that they have only had ORHP in-network
  providers to their home since 2009 and if there was an issue, it was caused by
  one of the providers that ORHP assigned. More precisely, an ORHP provider,
  Orion HVAC, was out in September of 2023 and performed some drain line work. As
  they had performed previous work on the drain line, ORHP reassigned them to the
  service request.
  
  5.         June 10, 2025. Orion
  provided a report to OHRP. It stated that the condenser and evaporator coil had
  both failed. The replacement of the condenser and air handler was authorized,
  pending approval of costs that the applicable Plan did not cover. These
  included over the Plan limit for hauling away of the old equipment,
  modifications to the condenser base, drain line, safety switch, electrical,
  line set, secondary drain pan, plenum modifications and a crane overage. These Plan
  non-covered costs equaled $2,050.00 and would require approval by Ms.
  Ripley-Becker and were to be paid directly to Orion. This was communicated to
  Mr. Becker. He requested to receive a cash out option. It was provided that the
  cash out amount was tentatively $3,180.00 and would need to be confirmed. ORHP
  then received a consumer affairs complaint. An ORHP associate contacted and
  spoke with Ms. Ripley-Becker who stated that they wished to receive the $3,030.00
  as payment in lieu of ORHP having the work completed. It was explained that
  they would need to submit a paid in full invoice in order for the payment to be
  processed. The email address for that payment was provided.
  
  6.         June 20, 2025. ORHP had
  received the necessary invoice. Checks were processed for the total reimbursement
  amount of $3,30.00.
  
  7.         June 26, 2025. ORHP
  received a voicemail from Mr. Becker. A call was made and voicemail left that
  explained the in-part denial of items that the Plan does not provide coverage
  and that the checks were mailed out on June 20, 2025.
  
  8.         June 30, 2025. ORHP
  receives the BBB complaint requesting full reimbursement of the amount that was
  paid.
  
  
  ORHP
  has reviewed the applicable Plan. The amount of the reimbursement is what ORHP
  would pay an in-network provider to complete the work with equipment of equivalent
  size and efficiency. The system that was failed was a 3-ton, 9 SEER system.
  ORHP priced to replace that system with a system that met the current SEER requirements,
  typically a 14.2 SEER system and the same 3-ton size unit. Mr. Becker had a 20
  SEER system installed. This is a much higher priced system that what was
  approved to be replaced.
  
  The
  costs paid by ORHP are wholesale for equipment and previously negotiated rates
  for installation. ORHP does not reimburse at retail costs. Mr. Becker accepted
  the amount that was provided to him as reimbursement. That amount is accurate
  and in accordance with the Plan terms. Nothing further will be provided.
  
  ORHP
  appreciates Ms. Riley-Becker 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,  
  
  Al Gore
  Plan Compliance Manager
  Old Republic Home Protection

  Customer Answer

  Date: 06/30/2025

   
  
  Complaint: 23535710
  
  
  
  I am rejecting this response because:
  
  my plan covers the cost of permits and the return/duct work. Those costs are itemized on the invoice submitted.

  
  
  Sincerely,
  
  Lisa Ripley Becker

  

  Business Response

  Date: 07/02/2025

  Dear
  BBB,
  
  Old Republic Home Protection (ORHP) is in receipt of the rebuttal for review
  and response.
  
  To
  address the issue with the permits, it is not itemized on the invoice. Included
  in with alleged permits is the California state required HERS testing, runner
  fee, and final inspection. The HERS testing, runner fee and final inspection are
  not covered by the Plan. However, if Ms. Ripley would like to have the receipt
  for the required permits provided, I will be glad to review and provide a
  determination of coverage. She can email that to me directly at [email protected].
  
  To
  address the alleged coverage for the duct work. Ms. Ripley has a Gold level coverage
  Plan. That level of coverage does not include coverage for modifications. It provides
  coverage for “improper installation/repair/modification correction. The
  modifications to the duct work are required due to an installation issue required
  by the new equipment. It is not due to improper modifications. Therefore, that
  clause in the Plan does not apply.
  
  
  Best
  regards,  
  
  Al Gore
  Plan Compliance Manager
  Old Republic Home Protection

  Customer Answer

  Date: 07/02/2025

   
  
  Complaint: 23535710
  
  
  
  I am rejecting this response because:

  The return plenum work is covered per the box outlined in red on page 9 of the policy (attached).

  HERS testing is required in order to get a permit!
  
  
  
  Sincerely,
  
  
  
  Lisa Ripley Becker

• Initial Complaint

  Date:06/29/2025

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I submitted a claim for my spa leaking water when I turn the filter on. According to my coverage they coverage the filter as well as the control panel that operate it are covered. Older republic denied my claim siding they did not cover for remote control panels. I dont have a remote control panel. When I try to explain that they simply denied my claim. I also canceled a request for service in regards to my heating and air unit. They charge me the hundred dollar service fee even though the vendor did not come out. I had to call them to attempt to get a refund. They allegedly processed the refund after I called however two weeks later still no refund.

  

  Business Response

  Date: 06/30/2025

  Dear
  BBB,
  
  Regarding the service request for the pool issue; on behalf of Old Republic Home
  Protection (ORHP) and its employees, please extend our sincere apologies for
  the circumstances outlined in Ms. Beardsley’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.
  
  The
  refund for the $100.00 trade call fee was processed on June 27. It will be
  received within the next 16 business days.
  
  In
  connection with my response to the above pool complaint, I have reviewed the
  plan that was purchased. The plan was purchased on November 18, 2024, with an
  effective date of November 22, 2024. (CA 7.1 Platinum Total Care with optional
  Pool/Spa/Saltwater equipment coverage). The plan document has limits and
  exclusions and required trade call fees.
  
  Pursuant to that plan a service request was submitted for a leak in pool
  equipment on June 19, 2025. ORHP assigned AV Hawaiian Inc, an OHRP in-network
  service provider, to address the issue.
  
  My
  review included service provider notes, authorization agent notes and
  supervisor notes. A timeline of the events surrounding your complaint is listed
  below.
  
  1.         June 19, 2025. Ms.
  Beardsley contacted ORHP to report that there was a leak in the pool equipment.
  ORHP assigned AV Hawaiian Inc, an in-network service provider.
  
  2.         June 25, 2025. AV
  reported that the failure was the control board/panel for an automated
  management system. On page 14 of the Plan, it states that control boards for remote
  or automated management systems are specifically not covered. Therefore, the
  request for replacement was denied. Ms. Beardsley requested to speak with a
  supervisor. That supervisor explained that control boards for automated systems
  are not covered, and the denial is correct. Ms. Beardsley called again, and it
  was again explained that the request was denied.
  
  3.         June 26, 2025. ORHP
  received a call from AV Hawaiian. They stated that Ms. Beardsley contacted them
  to state the issue was covered. ORHP advised AV that the repair was indeed
  denied.
  
  4.         June 28, 2025. An OHRP
  Manager contacted Ms. Beardsley to again explain that the repair to the
  automated system control board was not covered. However, that information had
  to be left via voicemail.  
  
  5.         June 29, 2025. ORHP
  received the BBB complaint due to the denial.
  
  
  ORHP
  has again reviewed the notes within the file. The failure is reported as a
  control board for an automated system that controls valves between the pool and
  spa. This is confirmed as denied.
  
  ORHP
  appreciates Ms. Beardsley 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,  
  
  Al Gore
  Plan Compliance Manager
  Old Republic Home Protection

  Customer Answer

  Date: 06/30/2025

   
  
  Complaint: 23533782
  
  
  
  I am rejecting this response because: my coverage includes above ground plumbing pipes and wiring, and the control panel. The problem is that the spa leaks water when I turn the spa on.  That is an issue with the spa motor (also covered) and the control panel.  This company is saying this is not covered as the solution from vendor would be to replace the control panel - not the control panel that is covered but a different control panel that is specifically excluded from coverage.  Attached is my explanation of coverage.  That does not make any sense to me, so I called their vendor they said they would have a technician call me to explain the difference and email me the referral.  That didn't happen and from their email they discussed that themselves.  I as the consumer am left in the dark again.  I was told a supervisor from the company would call me back, instead they called my husband and left him a message - again a little confusing as I have been communicating with them on this issue solely.  It's like they are trying to avoid me. 

  Also, that $100 service fee was due to them charging me for a service call I cancelled before their vendor came out.  They only agreed to refund me AFTER I brought the illegitimate charge to their attention. When I called they initially told me the $100 was going back on my credit card within 5 business days.  When I called back they told me it was coming via mail in the form of a check.  Which one is it?  And why is it taking so long to receive my money - that they charges me for incorrectly back?  Not to mention they are completely dismissive and rude whenever I call and do get someone on the line.    

  
  
  
  Sincerely,
  
  
  
  Rochelle Beardsley

  

  Business Response

  Date: 07/02/2025

  Dear
  BBB,
  
  Old Republic Home Protection (ORHP) is in receipt of the rebuttal for review
  and response. As stated previously, the $100.00 trade call refund has been
  processed. It will be received in the next 14 business days.  
  
  The
  issue with the leak has not been mentioned in the report from AV Hawaiian. A message
  has been sent to them to provide that information. Once provided, an ORHP
  associate will reach out to discuss that finding.
  
  It
  may require a subsequent service provider being assigned, if this is required, that
  provider will reach out to schedule an appointment.
  
  If
  Mr. Beardsley has any questions, he can email me directly at
  [email protected].
  
  
  Best regards,  
  
  Al Gore
  Plan Compliance Manager
  Old Republic Home Protection

  Customer Answer

  Date: 07/02/2025

   
  
  Complaint: 23533782
  
  
  
  I am rejecting this response because: Although it has been promised to me, I still have yet to receive the initial diagnosis from AV Hawaiian.  Also, Old Republic still has not explained what "control panel" is covered and what is not.    

  If they want to send a different vendor over to diagnose the problem I am ok with that - although I am now suspicious of any vendor Old Republic sends over based on this experience.  Also, why when I have been the only point of contact on this issue, does this company continue to want to speak to my husband?  They can reach me on my cellphone - not my husband's.      

  
  
  
  Sincerely,
  
  
  
  Rochelle Beardsley

• Initial Complaint

  Date:06/24/2025

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I purchased a home protection policy for my parents from Old Republic home protection group to insure that all of their home appliances are protected since they are elderly people and it's extremely difficult for them to find service technicians on their own.On June 18th their tank less water heater was not producing hot water any longer, they placed a service call on the 19th and were assigned a contractor, when the contractor came out he mentioned that he did not work on tankless water heaters, so Old republic assigned a new contractor and the contractor wrote in his report that the unit was not fixable and reported it back to Old republic again.Old republic assigned a third contractor which had no idea how to fix this unit and send the work order back to them ********* the provider wants to send another contractor to diagnose the unit again, we called the contractor and haven't gotten any response from the assigned contractor. Today is June 24th and my elderly parents are still with no hot water. By the way every time you call Old republic for service it takes them between 1 hour to 90 minutes to pick up the call and three different transfers with no resolutions.I believe this is an elderly **** case.

  

  Business Response

  Date: 06/25/2025

  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. Kashani’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.
  
  In
  connection with my response to the above complaint, I have reviewed the plan that
  was purchased. The plan was purchased as a renewal, with an effective date of
  June 19, 2025. (CA 7.1DX Elite Plan with optional additional refrigeration
  unit, limited roof leak, and pool coverage). The plan document has limits and
  exclusions and required trade call fees.
  
  Pursuant to that plan a service request was submitted for a water heater not
  producing enough hot water on June 19, 2054. ORHP assigned Rrubias Plumbing
  & Rooter Inc, an OHRP in-network service provider, to address the issue.
  
  My
  review included service provider notes, authorization agent notes and
  supervisor notes. A timeline of the events surrounding your complaint is listed
  below.
  
  1.         June 19, 2025. Mr. Kashani
  contacted ORHP to report that the water heater was not producing enough hot
  water. The initial report is that the unit was not a tankless unit. ORHP
  assigned Rrubias Plumbing & Rooter Inc, an OHRP in-network service provider,
  to diagnose the issue.
  
  2.         June 20, 2025.  Mr. Homa contacted ORHP to report that Rrubias
  arrived, however, does not work on tankless units. ORHP transferred the request
  to Hermes Plumbing and Rooting Inc, another ORHP in-network service provider.  
  3.         June 21, 2025. Hermes
  reported to ORHP that the gas valve had failed in the unit and that they don’t perform
  repairs on tankless units, they only perform replacement. It was also noted
  that the existing unit is an indoor rated unit, however, it is installed
  outside of the home. If a full unit replacement and not a gas valve replacement
  was approved, their estimate for replacement included $1,180.00 in costs that
  are not covered by the Plan. These costs would need to be authorized by Mr.
  Kashani and paid directly to Hermes. As the only failure was to the gas valve,
  ORHP transferred the request to a subsequent service provider to obtain an estimate
  for replacement of the gas valve. Service request is reassigned to Cloggmaster
  Inc.
  
  4.         June 23, 2025. Mr. Kashani
  contacted ORHP to report that several service providers have been to the home. The
  residents of the home are elderly. Mr. Kashani requested to speak with a
  supervisor. The ORHP associate contacted Cloggmaster to discuss the status. It
  was explained that the unit was not operating at all. They were reaching out to
  the manufacturer of the unit, Noritz, for assistance. Cloggmaster provided
  their diagnosis report. They state that the unit is an indoor unit installed
  outside. The failure is due to the installation location.  Mr. Kashani was very upset about having three
  providers out. The two who do work on tankless units state the fact the unit is
  an indoor unit installed outdoors contributed to the failure. ORHP agreed to
  have another service provider arrive to make a determination. Mr. Kashani
  accepted
  
  5.         June 24, 2025. Mr.
  Kashanin contacted ORHP to report that he does not like the online reviews of
  the service provider assigned the day prior. He would like to have a different
  one assigned. He also stated that he will not be satisfied with a repair of the
  unit, he only wants a replacement. It is explained that if the unit is deemed repairable,
  that will be the course of action taken. Additionally, it must be confirmed
  that the unit is not covered by any current manufacturer’s warranty, and the
  Plan excludes coverage for that status. Mr. Kashani expressed the desire to
  utilize his own contractor. It was explained that reimbursement would be at
  ORHP in-network pricing, which is substantially less than retail costs. At
  6:56pm ORHP transferred the request to Go Water Heaters Inc.
  
  Once
  Go Water provides their diagnosis report, a determination of coverage and how
  to proceed will be made.
  
  ORHP
  appreciates Mr. Kashani 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 Gore
  Plan Compliance Manager
  Old Republic Home Protection

• Initial Complaint

  Date:06/22/2025

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I contacted Old Republic home Warranty on Friday afternoon, to report an emergency repair. My AC went out, and I live in the desert are above temperatures are above 100 degrees. I was on hold a total of 3 hours on the phone then got disconnected, called back and they were closed. Over the weekend they have no customer service agents available to approve emergency work. I also submitted a service request online, and was advised to contact Tommys AC, which I did on Friday, I left a voice mail message and texted the business recommended by Old Republic home warranty. To date, I have not received a call or text message back from Tommys AC, its been 3 days now. I called Timos Air that came out and did a free inspection, reported my air compressor is not working and needs to be replaced. Air compresser is under warranty, but I am told the labor will cost $2700. I need authorization and approval the Old Republic Home will cover this emergency cost as I cannot go with AC in high temps above 100, I have already gone 3 days and by the time this reaches someone probably 4-5 days. This is the type of high temperatures that people die in. Old Republic home advertises on their site that customers need to call them first to get emergency authorization, however they don't provide 24/7 phone support so that paying customers can do so. Sounds like fraud to me, I am paying for a service that they say they provide, but they don't. I am asking for approval of coverage for this emergency service to be approved and the approval emailed to me and to Timos Air on Monday, June 23.

  

  Business Response

  Date: 06/23/2025

  Dear
  BBB,
  
  Regarding the service request for the HVAC issue; on behalf of Old Republic Home
  Protection (ORHP) and its employees, please extend our sincere apologies for
  the circumstances outlined in Ms. Smith’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.
  
  In
  connection with my response to the above complaint, I have reviewed the plan
  you purchased. The plan was purchased as a renewal with an effective date of August
  05, 2024. (CA 7.0 Standard coverage Plan with optional AC coverage). The plan
  document has limits and exclusions and required trade call fees.
  
  Pursuant to that plan a priority service request was submitted via OHRP’s
  online portal at 2:54pm for an HVAC issue on June 20, 2025. ORHP immediately
  assigned Tommy Air & Electric Inc, an OHRP in-network service provider, to
  address the issue.
  
  However,
  Tommy Air messaged ORHP at 6:34am Monday morning that they are unable to
  perform the diagnosis. Therefore, the request will be reassigned to an
  available provider. Please understand, the Plan does not guarantee same day
  service.
  
  If
  Ms. Smith has not heard from a service provider by the end of the day Monday,
  she can email me directly at [email protected] and I will have the issue addressed.
  
  ORHP
  appreciates Ms. Smith 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,  
  
  Al Gore
  Plan Compliance Manager
  Old Republic Home Protection