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:06/19/2025

  Type:Product Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I have had several issues with this warranty company. The main problem is that I pay for top of the line coverage every year and there are times when a vendor is not immediately available to address a situation where the ** in my property wasn't working properly and cooling the home. In these instances, I was told by Old republic representatives that I can find my own vendor and have them come out and take care of the issue and for me to then submit the claims over to Old republic for a full reimbursement and to this day I'm still waiting for these claims to be reimbursed and refunded back to me.

  

  Business Response

  Date: 06/20/2025

  Good morning BBB,

   Based on the information that Mr. George has provided, i am unable to locate the address that he has submitted the complaint. 

  If Mr. George would provide the property address or the Plan number for the location that he is having an issue, i will be happy to assist.

   

  Best, 

  Al Gore

  Plan Compliance Manager

   

  Customer Answer

  Date: 06/22/2025

   
  
  Complaint: 23492931
  
  
  
  I am rejecting this response because: the business is requesting that ai provide them with the additional information of the respective plan numbers for my covered properties with thw home warranty. The plan numbers are:

  1. 34-891-171

  2. 34-920-751
  
  
  
  Sincerely,
  
  
  
  George Arniotis

  

  Business Response

  Date: 06/24/2025

  Dear
  BBB,
  
  Regarding the service requests for the HVAC issues; on behalf of Old Republic
  Home Protection (ORHP) and its employees, please extend our sincere apologies
  for the circumstances outlined in Mr. Arniotis’ 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.
  Arniotis 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. In
  connection with my response to the above complaint, I have reviewed all of the
  plans Mr. Arniotis has purchased with ORHP.  
  
  The
  Plan, 34891171, for the property located on Glenashley Dr, has had HVAC issues
  on only one occasion. During that July of 2022 issue, ORHP assigned an
  in-network provider, Comfort Specialists of Charlotte, to address the issue.
  ORHP paid them directly for the work that was completed. There have been no
  other HVAC issues at the Glenashley Dr property.
  
  The
  Plan, 34920751, has had four service requests submitted for an HVAC issue. The first
  two in April and May of 2019, were both addressed by 24 Hour Air, an ORHP in-network
  service provider. The other two, one in April and one in July of 2022 were both
  addressed by Comfort Specialists of Chartlotte, also an in-network service
  provider.
  
  Upon
  review of all of the Plans that Mr. Arniotis has had active with ORHP and had
  an HVAC issue since 2019, none were assigned to have Mr. Arniotis secure his
  own service provider. On the contrary, OHRP has many available service
  providers for all trades in the Charlotte North Carolina area.
  
  If
  Mr. Arniotis would like to provide further details of the dates and times of
  the issues at a particular property I will be happy to review, however, at this
  time, there is nothing that supports his complaint.
  
  ORHP appreciates Mr. Arniotis 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
  

  Customer Answer

  Date: 06/27/2025

   
  
  Complaint: 23492931
  
  
  
  I am rejecting this response because: I have email correspondence from an Old Rebulic company senior executive accepting my claim and assuring me that I would be receiving reimbursement from Old Republic for these emergency AC repairs that needed to be made in a timely manner.
  
  
  
  Sincerely,
  
  
  
  George Arniotis

  

  Business Response

  Date: 06/30/2025

  Dear
  BBB,
  
  Old Republic Home Protection (ORHP) is in receipt of the rebuttal for review
  and response. As previously stated, there are no pending reimbursements for
  either Plan listed above.
  
  The
  email, dated September 29, 2021, that Mr. Arniotis is referring states “I had
  an AC emergency last month that needed prompt attention at one of my properties
  where I have an old republic warranty…” 
  
  This
  is clear evidence that Mr. Arniotis did not follow the terms of the applicable
  Plan that states, “We will not reimburse you for services performed without our
  prior authorization”.
  
  There
  is no evidence that the Plan terms were followed. There is no pending
  reimbursements for work performed.
  
  
  Best
  regards,  
  
  Al Gore
  Plan Compliance Manager
  Old Republic Home Protection

  Customer Answer

  Date: 06/30/2025

   
  
  Complaint: 23492931
  
  
  
  I am rejecting this response because: I'm requesting that Old Republic please read the email in it's entirety. My email clearly states that all Old Rebublic vendors were busy and could not come out and service my AC emergency. Having said that, when I called I was specifically told by Old Republic that I can find my own vendor and have them come out for this claim and that Old Republic would reimburse be in full for this claim. Furthermore, I have an email response from and Old Republic executive stating that I would be reimbursed for this claim. So basically the company is refusing to honor what multiple employees assured me as a customer that I would be reimbursed for this claim. 
  
  
  
  Sincerely,
  
  
  
  George Arniotis

• Initial Complaint

  Date:06/18/2025

  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.

  July 6th2024 my ** broke/wouldn't stop running. The ** company ***laced a few parts and it finally worked by September of 2024. March 6th 2025 it broke again same issue, wouldn't turn off not, heating or cooling properly. The same ** company has been to my house 4 times since March. The home warranty company only sees/has records they've ordered parts today, June 18th. On the 16th I called ORHP to see why it's been 4 months and it is broke still. They showed compassion and said it was ordered May 28th and if this didn't fix this the whole ** system would be ***laced. I found out today when calling that between the call on the 16th of this week and last week when I called, that they were lying about the part already being ordered. ORHP is now trying to blame the ** company again. My call today on the 18th to speak with somebody was 2 calls. First one on hold for 1 hr then *** conveniently disconnected after 30 seconds. The 2nd call on hold for 1hr 7 minutes and another hour for the *** to be rude. I asked 6 times for a supervisor and he kept saying are you sure. Then proceeded to tell me I can't be transferred that they will call me back, and the ticket he submits to speak to one does not have a ticket number. It's 90 degrees outside, 86 degrees in my house. My family has been suffering for 4 months. Thanks for listening.

  

  Business Response

  Date: 06/19/2025

  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 Mr. Roger’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 Mr.
  Roger’s purchased. The plan was purchased on March 19, 2024, with an effective
  date of March 21, 2024. (MID 7.0 2YR Platinum Coverage Plan). 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 March 06, 2025. ORHP assigned
  A & E Heating and A/C Service 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.         March 06, 2025. Mr.
  Rogers contacted ORHP to report that the AC system was not shutting off. ORHP
  assigned the service request to A & E Heating and A/C Service Inc, ORHP an
  in-network service provider, to address the issue.
  
  2.         May 28, 2025.  ORHP received the report from A & E. They
  reported that the issue was a failure to the heat sequence strip. ORHP approved
  the replacement and forwarded the part research request to the purchasing department.
  
  3.         June 05, 2025. ORHP spoke
  with A & E to state that the order had not been processed. It was confirmed
  by ORHP’s purchasing department that research would be initiated. A call was
  made to Mr. Rogers, however, a voice mail with the above info was provided.
  
  4.         June 06, 2025. ORHP’s
  purchasing department learned that the heat strip model numbers were not for
  the unit that was present. ORHP requested further information from A & E.  
  
  5.         June 16, 2025. Mr. Rogers
  called to express concern for the fact that the service request was submitted
  in March. ORHP contacted A & E to again request the part number for the
  heating kit.  The part number was
  provided.
  
  6.         June 18, 2025. ORHP
  received confirmation that the part number provided was correct, ORHP ordered
  the part for pickup at the local supplier. This was communicated to A & E. Mr.
  Rogers called and it was explained that the part is ordered. He alleged that multiple
  parts have been replaced and he wants the system replaced. It was explained that
  the unit is repairable and will be repaired.
  
  ORHP
  understands the frustration with waiting on a repair to be completed. However, the
  report is that the system has a single part failure. Once that component is
  replaced, if the system does not operate properly, a determination of the next
  step will be made.  
  
  ORHP
  appreciates Mr. Rogers 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:06/18/2025

  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.

  purchased property March 26 2025 Moved in April 20 2025 Our AC stopped working late May early June A claim was started Tech was sent out and old republic approved the claim because the hvac company couldnt complete work they sent out another company which was unprofessional calling at late evening hours you could hear the person at home with noise and dog in background her name was ****** Tech was here less than 20 min no tools were used it was all visual based on those findings and the techs 25 year experience he could tell that it needed to be replaced because of dog urine ****** said the tech could see the issue from the outside no need to check for anything inside unit Yet there were quick in finding a unit according to her the last one available so I needed to purchase ********************************************************************************* 9k Again nothing was checked it was all visual When I contacted old republic they said that they stood with company decision even though it was a visual check I will be having a company come and check it out and paying it out of pocket I will be going after the hvac company as well as old republic for using companies that are out for their best interest instead of customers

  

  Business Response

  Date: 06/19/2025

  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. Tovar’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 on March 24, 2025, with an effective date
  of March 28, 2024. (CA 7.1 Gold level Plan). The plan document has limits and
  exclusions and required trade call fees.
  
  Pursuant to that plan a service request was submitted via ORHP’s online portal for
  an HVAC system not cooling to desired temperature, blowing warm air on May 30,
  2025. ORHP assigned Tru-Way HVAC, 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.         May 30, 2025. Ms. Tovar
  submitted the service request for the HVAC issue via OHRP’s online portal.  ORHP assigned Tru-Way HVAC, an OHRP in-network
  service provider, to address the issue.
  
  2.         June 04, 2025. Tru-Way
  reported to ORHP that the issue was a failed condenser coil. Tru-Way stated
  that they were unable to locate a replacement R410a condenser. They also stated
  that they were unable to replace the unit with a system using the newly
  approved refrigerant.
  
  
  3.         June 06, 2025. ORHP reassigned
  the service request to Perfect-Temp Air Conditioning and Heating.  
  
  4.         June 17, 2025. Perfect
  Temp reported to ORHP that the condenser had indeed failed. However, they reported
  that the failure was due to deterioration of the condenser caused by animal
  urine. As a failure caused by pet urine is not normal wear and use and the Plan
  excludes damage caused by people, pets or pests, the request for service was
  correctly denied. This denial was communicated to Ms. Tovar. Ms. Tovar stated
  that their dogs could not have caused the issue, that it is possible it was the
  prior owners animals. That was explained as it would be a denial for
  pre-existing condition prior to the effective date of the Plan
  
  5.         June 18, 2025. ORHP
  received photos of the damage from Perfect Temp. Those photos have been
  reviewed and confirm that the condenser is in extremely poor condition. They
  show multiple areas of discoloration due to a foreign substance. Animal urine
  is a corrosive liquid. It will damage surfaces, especially aluminum products.  
  
  6.         June 19, 2025.  ORHP received the BBB complaint related to the
  denial.
  
  It
  is clear that the damage to the condenser was caused by a foreign substance.
  The damage is not due to normal wear and use. Therefore, the denial is correct
  and in accordance with the terms and conditions of the applicable Plan.  
  
  ORHP
  appreciates Ms. Tovar 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:06/18/2025

  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 May 22, 2025, my refrigerator broke down. I have a appliance contract with Old Republic Home Protection, and I called them immediately for assistance. It is now June 18, 2025, and my refrigerator is still not fixed or repaired. The repairman that I have been communicating with is "******" and he has been either just showing up without letting me know when he is coming, or calls when I am at work asking if I'm home. He has only come one time, and told me he needed the refrigerator to defrost, and has not returned since to repair it. I have waited on him numerous times, and am greatly distressed that I may end up having to purchase a new refrigerator as I am not getting resolution from this company to 'do what their contract is supposed to do'. I am a new homeowner and would appreciate any help you could do!

  

  Business Response

  Date: 06/18/2025

  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. Daigle’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.
  
  ORHP
  has communicated with Mr. Daigle today, June 18. It is explained that the
  service provider, We Do It All Appliances and More will be back out today to
  finish the repair. It was explained to Mr. Daigle that if they do not return,
  the request will be transferred as a priority. Mr. Daigle understood and
  agreed.
  
  ORHP
  appreciates Mr. Daigle 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:06/16/2025

  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.

  We had an issue with our AC on 5/20/25 and filed a claim with our home warranty company. They sent a tech out on 5/21, who confirmed that the compressor was going out and needed to be replaced. Old Republic Home Protection company did not approve the part to be replace, and instead directed the tech to just get it working. The tech "jump started" the compressor to get it working, but told me that it was just a "band-aid" fix and that it would likely go out again soon. Three weeks later, on 6/12, the same AC unit stopped working again. I called ORHP and the reopened the previous claim and sent me back to the same AC company. They advised that they would not be able to get anyone out for 3 days. My wife called ORHP and they referred us to a different company. That tech came out the next day (Saturday) and confirmed that the compressor was done, and he would send the replacement request to ORHP, but that would take a few days because it was the weekend. We are now 5 days without AC (we live in AZ and it's 110 degrees). My wife has been trying to call ORHP all morning, and was on hold for over an hour before she was hung up on. She is now on hold again with them. This is unacceptable business practice. We have been with ORHP since 2016, and now when we need them most they are not providing any service for us.

  

  Business Response

  Date: 06/17/2025

  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 Mr. Saurin’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 October
  29, 2024. (AZ 7.0 Gold level Plan) without any optional coverage. 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
  20, 2025. ORHP assigned Just Better Air Conditioning and Heating LLC, 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 20, 2025. Mr. Saurin contacted ORHP via the online portal to report that the blower fan was noisy. ORHP immediately assigned Just Better Air Conditioning and Heating LLC, an in-network service provider, to diagnose the issue.
  
  
  2.         May 21, 2025. Just Better
  Air contacted ORHP to report that the unit for the 1st floor had a
  failed capacitor. They installed a new capacitor as well as a “hard start kit”.
  The system was operating as designed.  
  
  3.         June 13, 2025. Mr. Saurin
  contacted ORHP to report that there were still issues with the AC. ORHP
  reassigned Just Better Air, however, they would not be able to arrive until
  June 16. Mr. Saurin stated that he needed sooner service as the issue was a
  priority. OHRP assigned Red Wolf Mechanical Inc. to determine the issue.
  
  4.         June 16, 2025. ORHP received
  an email from Red Wolf. It stated what work was performed prior and that the current
  issue was a compressor with an internal short. ORHP authorized the replacement
  of the compressor. However, there were costs that the applicable Plan did not
  provide coverage. These included modification to the copper lines, overage of
  the Plan allowed haul away, and maintenance of the outdoor unit. These Plan
  non-covered costs equaled $875.00 and would require approval by Mr. Saurin and
  paid directly to Red Wolf. Ms. Saurin contacted ORHP to allege that the prior
  service provider, Just Better, stated the unit would eventually fail, but did
  the capacitor and hard start kit. ORHP contacted Mr. Saurin, who alleged that
  they have been without AC for over a year and that his wife was on hold
  awaiting a supervisor. There are notes about Ms. Saurin inquiring about accepting
  reimbursement in lieu of ORHP replacing the compressor. The amount of reimbursement
  of $2,297.54 was communicated to Ms. Saurin at 3:15pm. She stated she would
  contact ORHP with their decision.
  
  ORHP
  is awaiting the decision as to whether the Saurin’s will accept payment in lieu
  of repair or have the work completed. The necessary parts will not be ordered until
  that decision is made. That is to prevent any additional cost for return of
  equipment.
  
  ORHP
  appreciates Mr. Saurin 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:06/13/2025

  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.

  June of 2024, i had a service call for my water ******** The tech from the company that came, did not walk in until i paid the service call deductible of $85.00. He said if i pay with credit card there was an additional charge for it but i could waive that if i paid cash. I did, he did the diagnoses and left stating that he will contact Old Republic Home Protection to let them know. New water heater was purchased by as and replaced. Months go by i start getting notices from Old Republic asking to pay $85 again. I called at least 4 times and spoke to multiple people telling the story and was getting told by now to worry about they will contact the company. A few months go by i get another letter, i called again and was told that they cant get hold of the company and that the tech is no longer employed. Today, i called again and ended up paying additional $85. Old Republic has issues with vendors and needs to fix this problem. Collecting extra money from clients is not a best practice. I need someone to take a look at this matter since company is not strong enough to handle it. I need this case to close and i need my refund back. Old republic needs to go after their vendors not customers who pay their fair share for service calls as agreed. Old republic takes advantage of their clients and keeps vendors like mine to collect extra from customers.

  

  Business Response

  Date: 06/16/2025

  Dear BBB,
  
  Regarding the service request for the water heater issue and the associated $85.00 trade call fee; 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. The Plan explains the $85.00 trade call fee on page 5.
  
  If Ms. ********** will submit a copy of the receipt showing she paid the $85.00 trade call fee I will be glad to provide her with a refund. She can submit that receipt to ************************************
  
  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: 06/16/2025

   
  Complaint: 23466324
  
  I am rejecting this response because: Old republic needs to go back and ask the company who send unethical employee to service the call, stole the money and got fired for it. Thats who Old republic needs to go after. 
  
  
  Sincerely,
  
  **** **********

  

  Business Response

  Date: 06/17/2025

  Dear BBB,
  
  Old Republic Home Protection (ORHP) is in receipt of the rebuttal for review and response. As previously requested, a copy of a receipt for the $85.00 cash payment is necessary.  Once provided the additional trade call fee payment will be refunded.  
  
  ORHP has spoken with A & ****************** and they explained that they do not accept trade call fee payments, either in cash or otherwise. The technician that addressed the issue in June of 2024 has since left the company. This is why a receipt for the stated $85.00 cash payment is necessary.
  
  
  Best regards,  
  
  ** ****
  Plan Compliance Manager
  Old Republic Home Protection

• Initial Complaint

  Date:06/12/2025

  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 am filing this formal complaint against Old H3139**3136323931**37H Home Warranty regarding their unacceptable handling of a service request associated with my home warranty plan (#**-229-443).On [insert original request date], I placed a service request, which was assigned Work Order #: ********, and dispatched to the following contractor:Contractor Name: Appliance Service Center ***** TXPhone: (877) 273-3999Despite numerous phone calls and follow-ups, Old H3139**3136323931**37H has not resolved the issue. Each time I contact their customer support, I am transferred repeatedly without receiving any real assistance. No one has been able to secure a confirmed appointment or ensure that the contractor follows through.The contractor assigned to this job has continually postponed the service call without valid reasons or proactive communication. This has left me with an unresolved issue for far too long, while my warranty provider has failed to enforce ***************** make matters worse, I have been informed that my credit/debit card will be charged $110.00 by 6/21/2025, or upon receipt of a paid invoice even though no service has been performed.This experience has been frustrating, time-consuming, and reflects a lack of professionalism and customer care. I am seeking immediate intervention to have this matter resolved and to ensure that no payment is charged until actual service has been rendered. I also request a change in the contractor assigned or a full refund of my service fee if the issue is not resolved promptly.

  

  Business Response

  Date: 06/13/2025

  Dear BBB,
  
  Regarding the service request for the dishwasher issue; on behalf of Old Republic Home Protection (ORHP) and its employees, please extend our sincere apologies for the circumstances outlined in 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 that Mr. ******* purchased. The plan was purchased as a renewal with an effective date of August 05, 2024. (TX 7.0 Standard Plan). There were no optional coverage added. The plan document is a limited warranty Plan that covers failures that are caused by normal wear and use. The Plan has limits and exclusions and required trade call fees.
  
  Pursuant to that plan a service request was submitted via the internet on June ******* for a dishwasher that would not turn on. ORHP assigned the service request to ****************************, 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.         June 11, 2025. At 1:12pm ********** submitted the service request for the dishwasher not turning on. It was immediately assigned to *****************************, an ORHP in-network service provider.
  2.         June 12, 2025. ORHP contacted ***************** at 9:22am to contact Mr. ******* to schedule the appointment. At 5:11 pm Mr. ******* calls ORHP to report that ***************** cannot arrive until Monday, June 15. Instead of allowing **** to reassign the request,Mr. ******* states he wants to use his own contractor. It is explained that approval must be provided for use of outside contractor when there are multiple other in-network providers available. At 5:54pm the current work order is canceled at Mr. ******** request and he again states he will use his own contractor. ORHP does transfer the request to a subsequent in-network service provider, *****************  .
  
  To address the issue with the Plan required $110.00 trade call fee. I will refer ********** to page of the applicable Plan. It states, A Trade Call Fee (TCF)is due at the time you request service for each tradeThe TCF is due whether service is covered or denied  The Plan states when the trade call fee is due, therefore, it will be charged according to the terms listed.
  
  ********** is free to utilize his own contractor. However, the terms related to use are clearly stated in the Plan, also on page 5. There are specific requirements necessary to obtain approval for the use of an out of network contractor. It is recommended to allow the in-network provider to determine the issue. As stated above, All Pro is assigned to diagnose the issue. Mr. ******* can contact them at ************ to schedule an appointment. The work order number is *********.
  
  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:06/12/2025

  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.

  We paid OLD REPUBLIC (OR) $1332/YEAR for an upgraded Home Warranty plan that includes coverages for shower valves and cartridge replacement. On June 4TH, we reported no hot water was coming out when the valve is turned to the hot setting. OLD REPUBLIC approved *******, FIX-IT-ALL, (OR-WO ********) to conduct an inspection. Fix-it came and did nothing. We called the ***** manufacture who stated that when no hot water comes out, the cartridge needs to replaced. Cartridge replacement is covered under our upgraded policy that we purchased. We received a call from Old Republic stating that FIX-IT-ALL Plumber STATED THAT THERE IS BLOCKAGE. Fix-it-all ******* does not want to take the time and remove the cartridge so he is just guessing and making up none-sense excuses to not do any work. The ******* could not have determined there is blockage when he has not removed the valve plate to check the cartridge. Old republic needs to screen their *******s and hire competent *******s. On June 9th, Old Republic representative spoke with a supervisor and got back to me at the end of the day and authorized Fix-It-all to return to replace the cartridge (WO *********). After waiting from June 9th to June 12th, I find out today on June 12th, 2025 that Old Republic changed the ******* without informing me and is now requesting a second ******* to inspect for a 2nd opinion. Apparently Fix-It-All called Old Republic and made-up a story that he does not want to change the cartridge because if he thinks that the valve will fall apart!

  

  Business Response

  Date: 06/16/2025

  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 us to resolve their service request in a timely and professional manner and when this does not occur, steps are taken to review what went wrong and implement improvement.
  
  In connection with my response to the above complaint, I have reviewed the plan *********** purchased. The plan was purchased as a renewal, with an effective date of November 19, 2024. (CA 7.0 ******************* Renewal with pool and spa optional coverage). The plan document has limits and exclusions and required trade call fees.
  
  Pursuant to that plan a service request was submitted for a plumbing issue on June 4, 2025. ORHP immediately assigned Fix it *************************, 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.         June 04, 2025.  Mr. ******** contacted ORHP to report that there was no hot water coming out of two guest bedroom showers. The sinks were working fine. The service request was assigned to Fix It *************************, an in-network service provider.
  
  2.         June 06, 2025. *********** contacted ORHP to obtain an update as Fix It was out that day. It was explained that a report had not been submitted, a call to Fix It required a message be left. ORHP also sent an email for an update.
  
  3.         June 09, 2025. *********** contacted ORHP to obtain an update. ORHP contacted Fix it. They stated that someone was on the phone with ORHP submitting the report. ORHP explained to Mr. ******** that as soon as the report is completely submitted, it will be reviewed. Four hours later Mr. ******** again called for an update. The technician from *** it stated that the issue was a flow restriction in the lines. *********** disputed that finding and asked how it was not a cartridge issue. This was discussed with the technician. They stated it was possible, however, there are no indications of the cartridge being the issue. The **** associate stated it would be reviewed further and a return call made to Mr. ********* After further review, it was decided that additional diagnosis of the issue including specific information about the cartridge would be made. This was communicated to ************
  
  4.         June 12, 2025. ORHP reassigned the issue to Fit It. However, they called and stated that they were confident in their diagnosis and would not return. ORHP then assigned the issue to a subsequent in-network provider, ************  Mr. ******** contacted ORHP to state that they would prefer to use their own contactor. It was explained that ORHP would only reimburse at in-network provider cost, meaning if their contractor charged $1000.00 and an in-network provider charged $300.00, the only reimbursement would be $300.00. A full diagnosis report and estimate would be required for any work over $250.00. Mr. ******** accepted that information and it was assigned to allow the use of their own contactor.
  
  
  Once ORHP receives the diagnosis and estimate for repair, a determination of coverage will be made. Reimbursement will be made per the terms of the applicable Plan.
  
  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:06/11/2025

  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 have my home warranty through ORHP. In November 2024, my refrigerator began to leak. I placed a service call. 2 weeks later, without any scheduling or calling, a service person showed up. I turned him away because the problem had been resolved without any help and called ORHP to let them know. They canceled the order and told me I would not be charged.Prior to that I had called about my air conditioning. The service team showed up and declared everything fine. However, the air will not cool. I called last week to schedule another service for the air and was told I had to pay for the non-service from the refrigerator first. This has been a nightmare. I have 2 sick children and no working air, and this home warranty has refused to provide the service weve paid for.

  

  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. Brown’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.
  
  Ms.
  Brown filed a service request on November 29, 2024 for her refrigerator. It is unfortunate
  that ORHP was not made aware that the service provider, Heavenly Cool LLC, did
  not arrive in the time frame that ORHP sets forth in the agreement with them. However,
  had Ms. Brown contacted ORHP after the Plan stated 48 hours, ORHP would have intervened
  and assisted further. However, ORHP was not contacted, and Ms. Brown chose to
  use her own contractor.  
  
  In
  connection with my response to the above HVAC complaint, I have reviewed the
  plan you purchased. The plan was purchased on June 18, 2024, with an effective
  date of July 22, 2024. (MID 7.0 Silver coverage Plan with no optional coverage).
  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 June
  20, 2025 at approximately 3:30pm. At 4:35pm ORHP assigned BTR HVAC Services, an
  OHRP in-network service provider, to address the issue.
  
  Once
  ORHP has a report of the issue from BTR as to the cause of the issue, a
  determination of coverage will be made. The service request has been changed to
  a priority due to no other AC in the home and children being present. An email
  has been sent to BTR to inform them it is a priority and to schedule an appointment
  as quickly as possible.
  
  ORHP
  appreciates Ms. Brown 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: 06/25/2025

   
  
  Complaint: 23456685
  
  
  
  I am rejecting this response because this company is conflating 2 separate issues. 
  I moved into my house in August 2024. As soon as I moved in, I noticed that the air conditioner was not working. I requested service for that. They sent someone who came to the house for 30 seconds and declared everything fine. The house never cooled down. That is #1. In November, the refrigerator stopped working. I called for service. I heard nothing from them, and the refrigerator fixed itself. 3 weeks after the service request which I had forgotten about because the refrigerator was working and no-one ever showed up - a strange person showed up at my house saying he was there to fix it. No calls before to schedule. I called Old Republic right then and asked them why they sent someone without my knowledge and they assured me that this was out of order and I would not be charged. That was in December 2024. In June 2025, I turned my air conditioner on and - again, it still wasn’t working so I attempted to put in a ticket. Old Republic had suspended my policy because apparently I had not paid for my refrigerator trade-call, which we had discussed via phone call and email in December. I was told to put in a dispute which I did, and then 3-4 weeks later, after having no air conditioner in record heat, they sent someone to check on it. The motor on the air conditioner unit is disconnected and the unit is non-functional. The person they had sent last year should have known there was a problem but he was here for not more than 2 minutes and said everything was fine. He never looked at the compressors - he simply changed the filters. 

  I do not accept the company’s explanation. I have the receipts to prove everything.
  
  
  
  Sincerely,
  
  
  
  Mona Brown

  

  Business Response

  Date: 06/26/2025

  Dear
  BBB,
  
  Old Republic Home Protection (ORHP) is in receipt of the rebuttal for review
  and response. As previously stated, the service request had been transferred to
  BTR HVAC. However, later that day, BTR contacted ORHP to report that they have
  had issues in the past with this Plan holder and refused to return.
  
  ORHP
  then transferred the request to So Cool Solutions LLC. ORHP is awaiting the information
  on the system and once that is received, a determination of coverage will be
  made.
  
  
   Best regards,  
  
  Al Gore
  Plan Compliance Manager
  Old Republic Home Protection

  Customer Answer

  Date: 06/26/2025

   
  
  Complaint: 23456685
  
  
  
  I am rejecting this response because once again, the facts are being misconstrued and I would urge Mr Gore to exercise caution in printed statements that could result in defamation/slander.

  I had a very pleasant experience with BTR last September. The tech arrived to the property at the scheduled time. He was polite and professional. He changed the filters and showed me how to remove the nest thermostat from pre-programmed settings. It was the end of the summer and I assumed everything was working fine. I have both indoor and outdoor video cameras from HTS and can request the recording of this encounter.

  I put in a new request last week. On Friday, my request had been dispatched to BTR. I followed up with the request and expressed the urgency, reminding ORHP that BTR had come last summer and failed to rectify the issue as the air conditioner never worked. On Monday, ORHP reassigned my request. At no time was there ever a negative interaction with BTR and tarnishing my name to fit a false narrative is not something I am willing to tolerate.
  
  
  
  Sincerely,
  
  
  
  Mona Brown

• Initial Complaint

  Date:06/11/2025

  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'M A CUSTOMER WITH A HOME ******************** FROM **********************; I AM DISABLED VETERAN WITH MANY HEALTH ISSUES AND SITTING IN MY HOUSE WITH 90+ DEGREES IN THE DESERT IS A HIGH RISK OF HEART FAILURE AND/OR DEATH. MY AC UNIT HAS BEEN INOP FOR WEEKS NOW AND EVERY TIME I CALL ORHP CUSTOMER LINE, I WAIT FOR OVER ****** TO TALK TO SOMEBODY. ONCE SOMEBODY ANSWERS, I GO THROUGH THE WHOLE PROCESS OVER AND OVER BECAUSE NOBODY UPDATES MY RECORD TO SHOW THE PRIORITY IN MY WORK ORDER. THE REPAIR HAS BEEN PENDING AUTHORIZATION FOR DAYS, AND I SIT HERE AT RISK OF HEAT STROKE BECAUSE MY HOUSE IS TOO HOT. I NEED SOLUTIONS ****. MY AC BROKE WEEKS AGO AND YET ORHP HAS FAILED TO REPAIR BECAUSE THEYRE UNWILLING TO JUST REPLACE THE ENTIRE OLD SYSTEM...I WILL BE BE CONTACTING MY STATE REPRESENTATIVES TO FILE AN UNDUE HARDSHIP FOR BREACH OF CONTRACT.

  

  Business Response

  Date: 06/16/2025

  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 ** 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 July 30, 2024, with an effective date of August 29, 2024. (NV 7.0D Elite  Coverage with optional Septic and Water Softener coverage). The plan document has limits and exclusions and required trade call fees.
  
  Pursuant to that plan a service request was submitted for an **** system not cooling to desired temperatures on May 12, 2025. ORHP immediately 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.         May 12, 2025. Mr. ******* contacted ORHP to report that one of the ********** in the home for the living room, was not cooling to the desired temperature. The service request was assigned to ********, an in-network service provider.
  
  2.         May 15, 2025. ******** reported that they had replaced a fuse and recharged the system with refrigerant and a leak sealant. They reported that the system was online and cooling.
  
  3.         May 27, 2025. Mr. ******* contacted ORHP to report that the unit in the living room was again not cooling. ORHP reassigned Zenn Aire. Mr. ******* contacted ORHP to report he was staying in a hotel due to the heat. ORHP contacted ******** and learned that they were working to obtain the necessary parts to repair the system and would return the next day for installation.
  
  4.         May 29, 2025. Zen Aire reported that they replaced a condenser fan motor and that the system was cooling as designed.
  
  3.         June 02, 2025. ORHP received an email from Mr. ******* at 2am stating that the ** had stopped working again. ORHP assigned a subsequent in-network provider,  **********   
  
  4.         June 03, 2025. ********* reported to ORHP that both systems were not operating correctly. They found that the system for the 1st floor had a failure to the compressor. They noted that the system for the 2nd floor had a failure to both the condenser and the evaporator coil.  The system for the 2nd floor was approved, however, the 1st floor system was denied as it was noted that the failure was due to an incorrect installed compressor.
  
  5.         June 4, 2025.  ORHP communicated the Plan non-covered items and cost to Mr. ******** The $245.00 in costs were approved.
  
  6.         June 5, 2025. ORHP began researching the necessary parts for the replacement system in order to have them available locally for quicker installation.
  
  7.         June 9, 2025. Mr. ******* contacted ORHP for an update. It was learned from ORHPs purchasing department that additional information is necessary for the correct plenum coil to be ordered.
  
  8.         June 10, 2025. ORHP is still awaiting information from the manufacturer as to the issue with the necessary coil. Mr. ******* contacted ORHP for an update. It was communicated to ORHP that he is a disabled veteran and has multiple health concerns and cannot sit in the heat that is within his home. The issues need to be resolved as an immediate priority. He was informed that the manufacturer still has not provided ORHP the necessary information, however, once received ORHP will contact him immediately
  
  9.         June 11, 2025. ORHP receives an email from Mr. ******** It is again explained that the manufacturer has not provided the necessary information. It is explained that the replacement is authorized, however, we are awaiting that information on the availability of the parts.
  
  10.       June 12, 2025. ORHP received the BBB complaint as well as a complaint from Old Republic Internation,our parent company.
  
  Although there is evidence that shows the 1st floor system issue was pre-existing to the effective date of the coverage, upon review, ORHP has made the decision to provide coverage for the 1st floor system as well as the second. The reasons are the delays that have occurred. While these delays are mainly due to part availability, ORHP is providing coverage. Additionally,ORHP is also going to goodwill any Plan non-covered costs.
  
  As of this response, OHRP is ordering the necessary parts for both 1st and 2nd floor system. However, it appears pre the notes that one part is being difficult to locate. Calls will be made Monday June 16 to work out a resolution for the elusive part. Mr. ******* will be kept up to date as this information is obtains.
  
  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: 06/21/2025

   
  Complaint: 23454608
  I am rejecting this response because: Regardless of whatever response Old Republic provides, the fact that Im still suffering from 90+ degrees heat in my home voids anything they say. Im going on 50+ days in this dangerous environment and this company continues to put profit over my well being. They call to tell me it will be another week because parts are scarce; at what point does this company fulfill their obligation and replace entire system instead of putting band aids to save cost. My afib acted up several times already and my blood pressure has been dangerously high for the last 3 weeks because the heat is unbearable in my home. I guess my health is not worthy and old republic does not care about their customers. Unbelievable!
  ****** *******

  

  Business Response

  Date: 06/23/2025

  Dear BBB,
  
  Old Republic Home Protection (ORHP) is in receipt of the rebuttal for review and response. ORHP certainly understands the dangers with extreme heat. ORHP is covering the replacement of the other HVAC system in the home that was denied in August of 2024. ORHP did not request nor require proof of that system being repaired. If it was repaired and already failed, it would have been covered by a manufacturer warranty.
  
  However,ORHP does not have control over part availability or delivery. ORHP has communicated with Mr. ******* the time frame for availability of the necessary parts to complete the replacement. There is the expectation of delivery of the necessary parts today, June 23. 
  
  Once the parts are received, an appointment for installation will be secured.
  
  Best regards,  
  
  ** ****
  Plan Compliance Manager
  Old Republic Home Protection

  Customer Answer

  Date: 06/23/2025

   
  Complaint: 23454608
  
  I am rejecting this response because: today is June 23, 2025 and at exactly 1157 hrs I have not received any form of communication from Old Republic. The breach of contract has already happened and past; now my actions are to sue for undue pain and suffering. 
  
  Sincerely,
  
  ****** *******