Business Profile

Home Warranty Plans

Old Republic Home Protection

Headquarters

BBB Accredited Business A+Rated by BBB

Important information

Customer Complaint:
BBB’s file for Old Republic Home Protection was created in
November 1989. A review of complaints was completed in March 2025. Complaints
on file concern issues related to claims processes and reimbursements.

BBB encourages consumers to review the links below that details the company’s
claim processes and reimbursements for services outside the contract.

https://www.orhp.com/homeowners/resources
https://www.orhp.com/homeowners/faq

Complaints

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

Customer Complaints Summary

929 total complaints in the last 3 years.
209 complaints closed in the last 12 months.

If you've experienced an issue

Submit a Complaint

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:06/10/2025
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.
I needed a plumber to come out and address 4 separate plumbing issues. Old Republic sent a ************ tech out on March 8th. On each of the 4 issues that needed to be addressed he literally did absolutely nothing: a slow-running kitchen faucet he said looked fine - met California standards for water flow. He didn't measure the water flow, he did not touch the faucet - just said it looked fine to him. We subsequently had a handyman come out who unscrewed the aerator and found it was clogged, cleaning it and restoring normal water flow to the faucet. The ************ plumber didn't think to do even that. He looked at our walk-in tub and said "we don't touch those." We had told Old Republic in advance everything we needed a plumber to come out for. The issue with the tub was a leaky hand-held shower handle. It turned out it only required a new washer - but the plumber Old Republic sent out wouldn't even touch it. Another reason he was sent out was we wanted him to check out our water softener for which we paid extra to cover. He looked at it and said "I've never seen one like this." Again - this guy (******) came out and did absolutely nothing - but Old Republic charged me $100 for the service call. I contested the charge because nothing had been touched - let alone repaired. Old Republic responded that it didn't matter - someone came out so I had to pay whether or not anything was done! I don't think I should have had to pay for a service that was not performed - where literally nothing was done at all and where I had to - at my own additional expense - hire a handyman who came out and took care of everything the Old Republic plumber would not even touch. Old republic should refund the $100 service charge since no service was performed.
Business Response
Date: 06/11/2025
Dear BBB,

Regarding the service request for the plumbing issues; on behalf of Old Republic Home Protection (ORHP) and its employees, please extend our sincere apologies for the circumstances outlined in Mr. ****** letter.

I assure you ORHP employees value the trust each of our Plan Holders place in us to resolve their service request in a timely and professional manner and when this does not occur, steps are taken to review what went wrong and implement improvement.

Mr.***** has a limited warranty Plan that covers failures that are caused by normal wear and use. The Plan has limitations and exclusions to any coverage. The Plan explains the $100.00 trade call fee on page 15. It states, You are responsible to pay a Trade Call Fee. The Trade Call Fee is due for each dispatched Service Request by tradeThe Trade Call Fee is due at the time of Service RequestThe Trade Call Fee is due whether service is covered or denied.

The Plan clearly states that the $100.00 trade call fee is due whether the service request is covered or denied. Additionally, Mr. ***** was offered a subsequent servicer to come out as a second opinion and make a determination of failure. Mr. ***** declined this option. He stated he wanted to use his own contractor.

However,if Mr. ***** would like to submit the invoice for his repair for the issues he submitted, I will be happy to review. After that review, And taking in all the facts of the issue, a determination as to whether the $100.00 trade call fee will be refunded will be made. He can send the invoice to ************************************

ORHP appreciates Mr. ***** taking the time to provide his opinion and perspective of his service experience, which in turn, provides ORHP the opportunity to improve the service we provide to our customers.

Best regards,

** ****
Plan Compliance Manager
Old Republic Home Protection
Customer Answer
Date: 06/11/2025

Complaint: 23452188

I am rejecting this response because: The business is well aware of what occurred when their assigned vendor (************) came out on March 8th. I was on the phone with their representatives during and after the incident in which their vendor did absolutely nothing during his visit to my home. After receiving the $100 bill for services that were not performed, I contested the charge both on the phone and in writing, only to be told that because a vendor came out - even though they did NOTHING at all - I was responsible for the charge. When I say "nothing at all" it is not that the services were not covered, it is that the assigned service tech refused to even touch anything that I had called about. He dismissed each requested service for various reasons without examining anything at all. Old Republic is aware of all of this. To request additional information is just to further delay and make me unnecessarily jump through additional hoops. The bottom line is they sent out a service tech who did nothing and they charged me for it - they charged me for services that were not performed at all. I chose to get an outside contractor to address the outstanding issues left untouched by the Old Republic tech because I needed the issues taken care of immediately and I didn't wish to continue to have to deal with possible going through the same nonsense again with Old Republic. Realizing their assigned contractor did absolutely nothing nothing during his "service call" I should not have been charged for the call to begin with. Their refusal to refund the $100 I was charged for services not performed is unethical and just plain bad business. Good business and the proper thing to do is just refund the service charge which I should not have been charged to begin with.
Sincerely,

******* *****
Business Response
Date: 06/19/2025
Dear BBB,

Old Republic Home Protection (ORHP) is in receipt of the rebuttal for review and response. As previously offered, Mr. ***** is welcome to submit the invoice for his repair for the issues he submitted. I will be happy to review. After that review, and taking in all the facts of the issue, a determination as to whether the $100.00 trade call fee will be refunded will be made. He can send the invoice to ***********************************************************.

Best regards,

** ****
Plan Compliance Manager
Old Republic Home Protection
Customer Answer
Date: 06/21/2025

Complaint: 23452188

I am rejecting this response because:
Old Republic seems determined to keep going back and forth on this issue - stonewalling me on refunding the $100 fee they charged me for services that were not rendered by the ************ service tech that they sent out to my home. I am beginning to think this is a scam perpetrated on their policy holders, forcing us to pay a service fee even when no service is performed. They are well aware of everything that transpired - and everything that did NOT transpire - when the service tech they sent came out to my home and did absolutely NOTHING to address any of the issues they are charging me for. I was on the phone with one of their customer service **** as this was happening and I spoke to another customer service *** immediately afterwards to let them know that the tech had done nothing. When I received the charge, I called again and at the direction of the person I spoke to, I sent a detailed email to follow up.
The fact of the case have not changed: I called Old Republic with four separate plumbing issues. The ************ plumber (******) who came out at first said that he was there to address only one issue. After waiting the better part of a half hour trying to reach Old Republic and finally getting through to a customer service *** there to clarify with the tech that he was at my home to address four separate plumbing issues, he summarily dismissed each one for one reason or another without touching ANYTHING at all. It was not that the issues were not covered by the policy. Not sure how many times Old Republic is going to force me to ***eat what transpired - but it is becoming abundantly clear this is the way they do business: deny, delay and obstruct.

One issue the tech came out to address was slow flowing water from a kitchen faucet. I turned the faucet on - the tech did not even do that! - he watched the water flow and stated that in his view the slow water flow from the kitchen faucet met California standards for water flow. He did not measure the flow. He did not go under the sink to check to see if the k**** were turned on all the way, he did not remove the aerator - which is what we subsequently discovered had been the problem. Two of the issues he came out for involved our walk- in tub: the hand held shower handle leaked and the tub/shower diverter was jammed. The tech walked into the bathroom, looked at the tub and stated that he did not touch walk-in tubs - though neither issue involved the tub itself. The hand-held shower handle was a regular shower handle which turned out to require a washer and the diverter could have been a diverter on any tub - he just refused to even touch it. The final issue we had him come out for was to see whether or not our water softener was working properly. He would not touch that either. The bottom line - as I have stated multiple times now - it's that the tech Old Republic sent out did nothing at all! It's not that he tried and failed, it's not that the issues were not covered by my policy - he just refused to touch anything he was sent out to address. He came, he looked, he did nothing. I should not have to pay $100 for a service call in which NO service was performed. If Old Republic wished to "punish" anyone for this, they need to take it up with their vendor: ************* - whose voluminous negative online feedback speaks for itself. If Old Republic continues to refuse to refund the $100 they forced me to pay for services that were not performed, I think this should be reflected in their reviews here at BBB and certainly in their rating. This is not the way a ***utable company does business!

Sincerely,

******* *****
Initial Complaint
Date:06/09/2025
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.
Two main issues:1. Their repair network is subpar at best. My dishwasher has not been working for over a month now, and despite multiple visits with failed repair attempts from the repair company, ORHP insists that I continue with their service. When is it enough? At what point does my time being wasted become an issue?2. Getting in contact with ORHP is an excruciating experience. Minimum 45min hold times. All in all, I've wasted my time waiting for the repair, and wasted even more time on hold with ORHP trying to have the situation remedied.
Business Response
Date: 06/10/2025
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 ** 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 November 22, 2024, with an effective date of December 20, 2024. (CA 7.1 Platinum Total Care). The plan document has limits and exclusions and required trade call fees.

Pursuant to that plan a service request was submitted via ORHPs online portal for a dishwasher not completing cycles, not drying dishes, dishes being spotty and not filling on April 20, 2025. ORHP immediately assigned that request to ************************, an **** in-network service provider, to have them 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.         April 20, 2025. Mr. ********* submitted a service request via ORHPs online portal for the dishwasher issues listed above. ORHP assigned it to Kerenza Appliance Repair , an OHRP in-network provider, to provide a diagnosis and estimate for repair.

2.         April 29, 2025. Kerenza reported that the issue was a failure of a control board and a valve. This repair was authorized and Kerenza was informed that ORHP would order the parts to be shipped to them.

3.         May 8, 2025. ORHP receives notification from ******* that they received the necessary parts. An appointment was scheduled for May 9 to install those parts. Notes indicated that after the installation, the unit was operating as designed.

4.         May 14, 2025. ORHP reassigned Kerenza to determine the current issue.

5.         May 28, 2025. ************ contacted ORHP to state that he would prefer to have the unit replaced. He explained that parts have been replaced and there is still an issue. It was explained that the unit will not be replaced unless it is not repairable or the cost of repair exceeds a reasonable amount. ORHP contacted Kerenza to obtain the current report.

6.         May 30, 2025. Kerenza provided that the unit needed a power control board and a motor/pump assembly.ORHP approved the repair. The parts were researched and then ordered to be delivered to *******.

7.         June 09, 2025. Mr. ********* contacted ORHP again asking about replacement options. It is explained the unit is being repaired. Kerenza will contact Mr. ********* to schedule a return visit to install the ordered parts.

Once those parts are installed, the unit operation will be reviewed.

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:06/09/2025
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.
Dear Old Republic Home Warranty Team,I am writing to formally escalate an ongoing and unresolved issue related to my water heater, which is covered under my Premier Coverage ******* date, over five different technicians have been dispatched, and the issue persists. Ive repeatedly explained that the water heater requires daily manual resets and is clearly failing, yet each technician claims it's a new issue. These service visits have become a revolving door of ineffective troubleshooting with zero resolution.This situation has dragged on far too long, and your handling of this case has been unacceptable. Ive spent 4045 minutes on hold per call, with no follow-up, no accountability, and no working solution. Its clear that the cost and time spent sending unqualified techs now far exceeds the cost of replacing the unit.I am demanding a full replacement of the water heater immediately, as covered under the Premier Plan. This is the only reasonable and permanent resolution at this point.
Business Response
Date: 06/10/2025
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. ****** 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 on July 25, 2024, with an effective date of July 31, 2024. (SNV 7.0 ******************* 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 by Mr. ***** via ORHPs internet portal for a tankless water heater with no hot water, not heating enough, runs out of hot water too fast, and trips reset button on April ******** 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.         April 20, 2025. Mr. ***** submitted the service request via ORHPs online portal for an inoperative tankless water heater. It was immediately assigned to *********************, an in-network service provider.

2.         April 21, 2025. ********** reported that the system appeared to be operating properly while they were at the home. they did explain that the unit is located in an enclosed closet inside the garage. They explained that the unit must have fresh air to intake and a way to exhaust hot air and suggested removal from the enclosed closet.They reported that Mr. ***** requested that they program the unit. That is not covered by the applicable Plan. Mr. ***** stated that Green Home was only there for approximately one minute and requested a second opinion. ORHP assigned the request to *******************

3.         April 29, 2025. ************** reported that they reviewed the operation of the tankless unit. They also reported that the unit was located inside an enclosed closet. They explained that while running hot water, the unit presented an error code, 10. This was a code related to air flow for the unit. They further explained that once they opened the door to the enclosure, the error code does not appear. They state it is a poor location for the unit. No failure determined. Mr. ***** spoke with an ORHP associate and inquired if the warranty Plan would cover to relocate the unit. The Plan covers failures due to normal wear and use. It does not cover for the relocation of an existing unit due to an improper installation.

4.         May 05, 2025. ORHP received a ****** complaint from Mr. ****** As associate contacted Mr. ***** to discuss the complaint. It was discussed about removal of the side of the cabinet,however, it was determined via discussion with Alpha Plumbing that the enclosure should be removed, but at a minimum, the door should be removed.

5.         May 13, 2025. ORHP received a call from Alpha. They stated that they returned to review the issues and made a determination that there was rust in several connections of the unit. They recommended the water heater be replaced, however, they do not replace tankless units. ORHP transferred the request to Air Squad Heating &********************, ******************

6.         May 15, 2025. Air Squad reported that they arrived and could not find a failure. There was no error codes present when they diagnosed the unit. ORHP informed Air Squad it would keep the request open to allow further review if necessary. This was communicated to Mr. ****** He expressed frustration with lack of repair or replacement. Air Squad was scheduled to return on May 22 for a follow up visit.

7.         May 20, 2025. Mr. ***** submitted a photo again showing error code 10. Recall, that is a code for lack of air flow to the unit. **** contacted Air Squad for a subsequent appointment.

8.         May 21, 2025. Air Squad provided their diagnosis report. They stated that the issue was the technician who originally installed the tankless unit did not use the correct vent system for the unit. The failure due to improper installation is not covered by the Plan. the Plan covers failures due to normal wear and use. This denial was communicated to Mr. *************** summarize, ORHP has assigned three service providers, not five, to address the issue with the tankless water heater. The error code 10 that appears on the unit is an error for lack of air flow to the unit. The tankless unit is installed with a cabinet enclosure around it. All three service providers agreed that the issue was due to the unit inside the enclosure. Ultimately, the issue was determined to also be an improper vent system originally installed on the unit.

The applicable Plan only covers failures that are caused by normal wear and use.The enclosure around the unit and also the incorrect venting system installed are the causes of failure. The denial for any further repair or replacement is sound and in accordance with 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
Customer Answer
Date: 06/10/2025

Complaint: 23444334

I am rejecting this response because: per attached review from my contractor and root cause which should be covered item.

Sincerely,

**** *****
Business Response
Date: 06/13/2025
Dear BBB,

Old Republic Home Protection (ORHP) is in receipt of the rebuttal for review and response. As previously stated, the error code, 10, was determined by the initial and subsequent ORHP in-network service providers to be due to an issue with low air flow. Additionally, a third ORHP in-network provider stated it was also due to an improper vent system for the unit.

The current invoice from Mr. ***** does not change the fact that the multiple diagnosis corroborated the fact that the unit was installed inside of an enclosure as well as the incorrect venting. The issue will remain denied as the failure is not due to normal wear and use per the terms of the applicable Plan.

Best regards,

** ****
Plan Compliance Manager
Old Republic Home Protection
Customer Answer
Date: 06/13/2025

Complaint: 23444334

I am rejecting this response because:

Subject: Formal Rebuttal to ********************************************start="280" data-end="283">Policy #: 34208764
Property: ***************************************************************************************
Dear Mr. ********** am writing in response to your June 2025 correspondence denying my tankless water heater replacement claim on the grounds of alleged improper venting and installation. I respectfully contest this conclusion and request a formal review and reconsideration based on the following facts:

?? 1. Technician of Record Attributes Failure to Normal Wear and Tear
The most recent technician dispatched (documented in the invoice and signed service report submitted) directly contacted Rinnais technical support, who confirmed that the systems error codes and failures are consistent with normal wear and tear for a unit of this age (~9 years).
The same technician:
Noted no evidence of installation defects or airflow obstruction at the time of inspection.
Reported that the unit operated properly until very recently.
Provided options for repair vs. replacement, stating that repair is no longer cost-effective.
This is consistent with ORHPs own policy language that authorizes replacement when:
A covered item is inoperable and repair is not practical or cost-effective. (Platinum with ********** Plan)

?? 2. Permitted and Professionally Installed
This home was newly constructed with all systemsincluding the tankless water heaterpermitted and inspected by municipal code enforcement. The home passed city inspections and was delivered by the builder as a code-compliant structure. There is no evidence, nor has any been provided by ORHP, to support the assertion of improper venting. Conjecture by technicians without permit documentation or builder records is insufficient to establish breach of contract or misinstallation.

?? 3. Unsubstantiated Denial Conflicts with Fair Claims Practices
The refusal to honor coveragedespite documented mechanical failure, third-party manufacturer confirmation, and lack of prior issueappears to be unfair claims handling under NAC 686A.310, which mandates:
Reasonable standards for prompt investigation
Fair settlement of claims when liability has become reasonably clear
There is no clear evidence that improper venting is the proximate cause of failure. Instead, the units failure after years of proper operation is far more reasonably attributed to wear and tear, which is covered under the plan.

?? Formal Request for Reversal
I am requesting that:
The denial be reversed and replacement authorized in accordance with the plan.
A neutral, third-party inspector be assigned if ORHP continues to rely on subjective technician opinions rather than objective findings and manufacturer support.
Reimbursement of any trade call fees paid as part of this misdiagnosed and now disputed issue.
If a resolution is not reached within 10 business days, I will file formal complaints with the Nevada Division of Insurance, Better Business Bureau, and state consumer protection authorities, including reference to this documentation trail and any claims of bad-faith conduct.
Thank you for your time. I look forward to your timely and fair reconsideration of this matter.
Sincerely,
**** *****
?? **********************************
?? ************
*******************
*************************

Sincerely,

**** *****
Initial Complaint
Date:06/08/2025
Type:Order Issues
Status:
ResolvedMore info
Complaint statuses
Resolved:
The complainant verified the issue was resolved to their satisfaction.
Unresolved:
The business responded to the dispute but failed to make a good faith effort to resolve it.
Answered:
The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
Unanswered:
The business failed to respond to the dispute.
Unpursuable:
BBB is unable to locate the business.
On Dec 24, 2024, our heat pump failed. We immediately filed a claim with Old Republic Home Protection (ORHP). Despite the urgency, no provider was sent in a timely manner. On Christmas Eve, we were forced to pay out of pocket for a private company to diagnose the issue.Eventually, ORHP assigned ************, who never showed up. ORHP made no effort to correct this failure. We again paid privately to begin repairs ourselves. After that portion was complete, we resubmitted a work order in Feb 2025 for further assessment. Since then, only one technician has visited, and no progress has been made.We have now been without a working **** system for nearly six months. We endured sub-freezing winter temperatures without heat while caring for a 3-year-old and a newborn. ORHPs delays and lack of communication forced us to purchase multiple heaters, fans, a portable A/C unit, and stay in a hotel on a dangerously cold night.We are now entering summer without A/C, and ORHP has done nothing to resolve the issue. Weve made countless follow-ups with no accountability or clear plan of action from them. Their assigned contractor has remained completely unresponsive, and ORHP has failed to offer alternatives or solutions.This has been a severe breach of contract and has caused financial and emotional hardship. We request:Immediate resolution of the **** issue Reimbursement for out-of-pocket expenses (emergency service, hotel, portable units)A formal apology and written assurance of internal corrective action We are also considering pursuing complaints with the Maryland Attorney General and ************************************, and potentially a privately hired attorney.
Business Response
Date: 06/11/2025
Dear BBB,

Regarding the service request for the heating issue; on behalf of Old Republic Home Protection (ORHP) and its employees, please extend our sincere apologies for the circumstances outlined in Ms. ***** letter.

I assure you ORHP employees value the trust each of our Plan Holders place in ** to resolve their service request in a timely and professional manner and when this does not occur, steps are taken to review what went wrong and implement improvement.

In connection with my response to the above complaint, I have reviewed the plan ******** purchased. The plan was purchased as a renewal, with an effective date of July 17, 2024. (MID 7.0 Platinum protection 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 the heater blowing cold air on December 24, 2024. The service request was assigned to *******************, an in-network service provider, at 8:30am. However, as it was the holidays, they would not be able to arrive to diagnose the issue until Thursday, December 26, 2024. This was explained to Ms. ****** She made the decision to call and attempt to locate her own contractor but wanted to keep that Thursday appointment time.

My review included service provider notes, authorization agent notes and supervisor notes. A timeline of the events surrounding your complaint is listed below.

1.         December 24, 2024. Ms. ***** contacted ORHP via the phone queue at 6:06am to report that the heater in the unit was blowing cold air. The service request was set as a priority and was assigned to ********************, an in-network service provider, at 8:20am. They scheduled an appointment for December 26. At 10:18am Ms. ***** contacted ORHP to report she must have same day service due to a new-born. It was explained that due to the holidays, the first available appointment was Thursday, December 26. She stated she was going to attempt to locate her own technician, however, kept the Thursday appointment. At 12:17pm, Ms. ***** contacted ORHP to report that she had a technician out, they provided a diagnosis and would we be able to communicate that diagnosis to JL and Sons. It was explained that they would need to arrive and make their own determination of failure. It was explained that service providers will not accept and then be responsible for another providers diagnosis and then make that repair.

2.         December 27, 2024. *********** provided ORHP with a diagnosis and estimate for repair. They stated that the circuit board had failed. The repair was approved and sent to ORHPs purchasing department for research and ordering. This was explained to Ms. ******

3.         January 02, 2025. ORHP reviewed an email from Ms. ****** She was inquiring to the time frame. ORHP contacted her and explained that *********** would be reaching out to schedule an appointment to install the parts.

4.         January 03, 2025. ORHP received a call from the local supplier. They stated that there are 3 circuit boards and the part number they were provided appears to not be a good number. ORHP contacted *********** and left a message.

5.         January 04, 2025. ORHP spoke with *** ****** The issue with the circuit board was explained. *** ***** stated that they provided *********** with their own technicians diagnosis and that is the part that *********** requested. The JL technician stated there was only one board, the motherboard, in the unit. That is the one needed. It was further learned that *********** was never at the property, they indeed took the diagnosis of the other technician. It was explained that ORHP would not approve any repairs until JL arrived and performed their own diagnosis. It was at this time that Ms. ***** requested a subsequent service provider. It was explained that would be discussed with supervisors.

6.         January 06, 2025. ORHP spoke with JL and was informed that they had since been to the home and needed the ********* ORHP then spoke with the ***** and again was informed that JL did not come to the property. They were sent photos and diagnosis. The ***** then stated they were interested in reimbursement.

7.         January 08, 2025. ORHP located the part, however, as the ***** requested reimbursement, the part was not ordered at this time. The process of receipt of payment in lieu of repair was communicated to the ****** They would receive up to $407.30 upon ORHP receiving a paid in full invoice. The ***** stated that they would contact ORHP if this was their choice.

8.         January 09, 2025. ORHP makes the decision to prevent any further delays, to transfer the work order to a subsequent ***** is transferred to ************ However, Ms. ***** submitted an email that requested to only work with their own contractor. Therefore, the request was assigned to allow the use of her own contractor.

9.         January 22, 2025. ORHP received the estimate from the Catescontractor, ****** Gas Company. They state that the control board as well as the compressor need to be replaced. ORHP contacted ****** to inquire if it would be less expensive to replace the full mini-split system instead of the board and compressor. ORHP was informed it would indeed be less expensive and provided an incomplete estimate. ORHP contacted them for the necessary details, however,never received them.
10.       February 20, 2025. Ms. ***** again submitted a service request for the heater not operating. It was assigned to *********** for diagnosis.

11.       March 12, 2025. Atum provided ORHP with their diagnosis and an estimate for repair. The estimate included replacement of the unit condenser with a matching communicating unit as a replacement. Atum was to provide that information.

12.       March 31, 2025. ******** contacted ORHP for an update. ORHP contacted Atum to inquire if an estimate was available and if they were able to locate a matching condenser for the existing unit. They stated that they would have to call their supplier again and provide that information at a later date.

13.       April 3, 2025. ORHP informed Atum that they would need to provide an estimate for an entire system with four indoor air handlers as well as a new line set.

14.       April 16, 2025. ORHP received an email from Ms. ***** requesting an update. ORHP contacted Atum and was informed they would have the estimate by April 17.

15.       April 19, 2025. ******** contacts ORHP again for an update. ORHP contacted Atum again to receive the estimate for replacement. They still did not have it completed. This was explained to Ms. ******

16.       April 22, 2025. ORHP received the estimate from Atum for replacement of the condenser unit and 4 indoor air handlers. However, that may not be the final estimate until all the required parts are ordered. However, there are costs of $145.00 that the Plan does not cover that must be authorized by the ***** and paid directly to Atum. This was explained to Ms. ******

17.       April 28, 2028. ORHP approves on a pending basis the replacement of the necessary items. The full approval will require authorization of the $145.00 of non-covered costs.

18.       April 30, 2025. ORHPs purchasing department is working on research on the necessary parts required.

19.       May 05, 2025. ORHPs purchasing department has placed a hold on the order. The correct BTUs are needed for the four air handlers. It was received on May 6. It was then communicated to Ms. ******

20.       May 14, 2025. ORHP orders the necessary parts to be picked up at the local supplier.

21.       May 23, 2025. ORHP receives an email from Ms. ***** asking when the parts will be delivered. ORHP speaks with Atum, they will be calling the supplier. ORHP leaves messages with both *** and Ms. ******

22.       May 27, 2025. ******** sends an email asking for an update. ORHP contacts Atum, no answer. Informs Ms. ***** that they will reach out to Atum for an update on the equipment.

23.       May 30, 2025. ORHP speaks with Atum. They explain that they are waiting for the line set from the supplier. They also state that they should have the work completed by the end of the following week.

24.       June 5, 2025. ORHP receives an email from Ms. ***** requesting an update. ORHP contacts Atum,speaks with the technician. He is contacting the supplier about the line set.

25.       June 9, 2025. ORHP approves the additional parts necessary. This is communicated to Ms. ******

26.       June 10, 2025. ORHP emails Atum and provides the approvals. Explains that the necessary parts need picked up within ***** hours of being available.

ORHP is frustrated with how long this process took. I assure you not only is it well beyond the normal, it is appalling to the managers that have reviewed the issues and delays. It is being internally reviewed for process changes if necessary.

I cannot apologize enough for the issues with the entire experience.

If *** or Ms. ***** have a subsequent issue with their home, they are welcome to email me directly at [email protected] will be sure to have it moved along as efficiently and as quickly as possible.Additionally, I am providing a refund of the $110.00 trade call fee as well as waive the trade call fee for the next service request that is filed, again, they can contact me to make me aware.

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: 06/11/2025
Better Business Bureau:

I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me. I hope to receive follow-up to the managerial review and resolution. This will give us direction as to whether or not remaining customers of ********************** is in our best interest.

Sincerely,

****** *****
Initial Complaint
Date:06/04/2025
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.
New AC was installed by contractor sent by **** few months back; same technician has been coming back three times now to fix components in the blower located in the attic because it flooded our ceiling, damaged walls, ******al property and carpet. I have asked to told both the contractor and home guarantee to please get this done because the damage was increasing every time. Both have neglected to fix the problem after many months. I have requested home guarantee to keep all recorder calls from the past year for review. My husband and I are both disabled seniors with medical issues, and my husband cannot tolerate heat, yet he has been in the attic numerous times vacuuming water and bring down buckets of water, he got ill one of the times for days. Both parties are aware of the medical issues. As of today, we have no AC, estimated damaged in the tens of thousands before we even open the damaged walls, hoping no mold is present. My health is deteriorating due to stress. They caused all this damaged but dont want to take responsibility. And our high risk pregnant daughter will be home in a week so I have been very vocal expressing my concerns and worries but all I get is nice words from the first ****** that answers the phone and no actions, call backs, etc. We are chasing these people to do their job, that we pay for already. This is a violation of the *********** one has been in the attic during the past year except this contractor and his spouse. We paid our annual premium, plus about $600 in co pay visits just for this AC issue, plus we pay for the service membership the contractor offers us at install but have no results.
Business Response
Date: 06/05/2025
Dear BBB,

Regarding the service request for the **** issue; on behalf of Old Republic Home Protection (ORHP) and its employees, please extend our sincere apologies for the circumstances outlined in Ms. ****** letter.

I assure you ORHP employees value the trust each of our Plan Holders place in ** 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 16, 2024. (OK 7.0 Platinum protection Plan). The plan document has limits and exclusions and required trade call fees.

Pursuant to that plan a service request was submitted for an **** issue on October 28, 2024. ORHP assigned independent contractor, ************************************, 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.         October 28, 2024. Ms. ***** contacted ORHP to report that the ** in the unit was not cooling to the desired temperature. The service request was assigned to All About ***********, an in-network service provider.

2.         October 29, 2024. Ms. ***** requested sooner service than All About was able to provide. Therefore, ORHP assigned a subsequent in-network provider, *********************************** to determine the issue.

3.         October 31, 2024. Perfect Climate provided a report to ORHP related to the issues with the system. They reported that the compressor and a contactor had failed and required replacement. ORHP approved that repair.

4.         November 01, 2024. ORHP was informed by Perfect climate that the existing air handler in the attic would not be able to withstand the pressures from converting the system from the previous R-22 refrigerant to the newer R410a. Therefore, the air handler would require replacement. This added $370.00 in items that the Plan did not provide coverage. They were to be paid directly to Perfect Climate. Ms. ***** authorized the additional $370.00. The necessary parts were then researched to be ordered from a local supplier.

5.         November 20, 2024. Perfect Climate completed the replacement of the condenser and the air handler.

6.         April 24, 2025. ******** contacted ORHP to report that the condensation line leaked into the drain pan and the safety switch did not turn off the unit and caused flooding. ORHP assigned Perfect Climate to return to the property.

7.         April 25, 2025. Perfect Climate replaced a float switch and repaired a broken drain line in the *****.

8.         May 19, 2025. Ms. ***** contacted ORHP again to state the same issue is present as before. ORHP sent Perfect Climate to review the issue.

9.         May 21, 2025. Perfect Climate reported that they didnt find any subsequent leaks. However, they did observe that the evaporator coil that was installed by the manufacture had become displaced and was causing water to fill the secondary drain pan, which in turn caused the float switch to activate and turn off the system. they corrected the issue.

10.       May 27, 2025. ******** again contacts ORHP stating that the same issue is present. Perfect Climate is assigned to again evaluate the issue.

11.       May 29, 2025. Perfect Climate reports that they have cleared the drain issue again that has caused the float switch to trip and shut down the system.

12.       June 4, 2025. Ms. ***** contacts ORHP to express frustration with the issues that occurred. She states she is going to contact an attorney and go after ORHP since they allowed her situation to happen. ORHP understands the frustration, however, ORHP is not the servicer. Perfect Climate is neither an employee nor an agent of ORHP. They are an independent business within a network of available service providers. Per the terms of the applicable Plan, ORHP dispatched a service provider each time there was a reported issue. This is ORHPs Plan obligation. If there are allegations that Perfect Climate was negligent or caused the issue, that should be addressed directly with them. If they do not respond favorably, ORHP can provide their liability insurance information if necessary.

As stated, ORHP understands the frustration with having an inoperable **** system.All records are saved based on a pre-determined time frame and standard operating policy. I will request that all call recordings available are preserved.

If Ms. ***** has any additional information she feels would assist in the review and resolution of the current issue, she is welcome to communicate them to me directly at ************************************

ORHP appreciates Ms. ***** taking the time to provide her opinion and perspective of her service experience, which in turn, provides ORHP the opportunity to improve the service we provide to our customers.

Best regards,

** ****
Plan Compliance Manager
Old Republic Home Protection
Customer Answer
Date: 06/05/2025

Complaint: 23419514

I am rejecting this response because:
I have warned and begged the home guarantee to please prevent this from happening AGAIn, ( please review and provide transcripts on my phone calls to them and contractor telling them that this was going to happen again and will be a costly repair that we wont be liable for since they havent been able to fix the new AC that was installed by them from the original call in October 2024. We already had this happen after many of their visits and we paid for the repairs, this is a second time, it was so very predictable and I did and share with them. Those are facts, not my opinion as they stated; my opinion is that I was treated like an old lady that doesnt know what shes taking about. I dont care but that was the feeling. We just want our home as it was before their neglect and failure to fix, repair and take measurements so this didnt happen for a second time as I stated to them. We pay the annual premiums for a least 10 years, pay the co pays multiple times for this ONE issue also, they didnt comply with their part of the contract. We expect them to pay for the damages their negligence cost as they ignored my warnings and requests. We have to pay thousands of dollars in deductible and file a home insurance claim that will cause the premium to increase at renewal or cancellation without any fault. There is also mold due to the previous water damages that we clean that wont be covered by insurance. We are not asking for any documented pain, damages or suffering caused to my disabled veteran and CPAC user husband, or myself at this time. We want peace and our home and health back. We cannot even fix the physical damages until we get a report stating that the problem its fix and wont cause any further damages again as the insurance company wants confirmation this is fixed. The contractor just plain refuse so we are waiting on the home guarantee. We are living in a disarray home, our indoor cat is frightened and scared so it cries all night and we cant sleep causing our health to further deteriorate. I thank you for your help with this matter. I do have numerous photos and videos of the damages that I can provide, I am not able to attach them here, tried four times.

Sincerely,

***** *****
Business Response
Date: 06/06/2025
Dear BBB,

Old Republic Home Protection (ORHP) is in receipt of the rebuttal for review and response. Anytime there is a less than normal situation in anyones home, it is not a time to take lightly. ORHP truly understands the frustration.

It was explained in the prior response that ORHP is not the servicer. Perfect Climate is an independent business within a network of available service providers. They are neither an employee nor an agent of ORHP.

Once a service request has been submitted, all the terms of the applicable Plan apply. Listed in your Plan on page 6 under section 4, General Exclusions, sentence E, it states We are not responsible for a Service Providers neglect or delay As stated, I will be glad to provide Perfect Climates general liability insurance policy information, and you can contact them for resolution.

Just as someone would not hold AAA who simply dispatched a tow truck responsible for damage to a vehicle that was caused by the actual towing company, ORHP is not responsible for damage caused by an independent business. There are expectations of professional and responsible workmanship inherent to the agreement between ORHP and those independent businesses. However, issues can always arise, that is why all in-network contractors are required to carry the stated general liability insurance.

ORHP adhered to its Plan obligations. ORHP dispatched a service provider each time there was a reported issue. If there are allegations that Perfect Climate was negligent or caused the issue, that should be addressed directly with them. If they do not respond favorably, ORHP can provide their liability insurance information if necessary. Ms. ***** is welcome to email me directly at ************************************

Best regards,

** ****
Plan Compliance Manager
Old Republic Home Protection
Customer Answer
Date: 06/06/2025

Complaint: *****************************************************************************************************************************************************

I am rejecting this response because:
the company was warned, I was desperately begging them to prevent this and they did not even responded, sent the same tech to do the same job multiple times, only this last time ( yesterday) that the tech stayed here waiting in his car while the ** was running to make sure no water was coming out. It took 5-6 visit to discover a switch was not working, that could have prevented the thousand s of dollars in damages. At this point, we will be asking for compensation for all the unnecessary pain and suffering, causing the documented damages to our health. I cant still attach photos, or documents to my replies but they are available. I am also requesting a transcript of all our phone calls related to this claim, with the company since October and a full report of all especifica repairs done as their technician doesnt want to provide anything to us. Thank you again for your help and resources.

Sincerely,

***** *****
Initial Complaint
Date:06/02/2025
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.
Mini splits repair.
Business Response
Date: 06/04/2025
Dear BBB,

Regarding the service request for the **** issue; on behalf of Old Republic Home Protection (ORHP) and its employees, please extend our sincere apologies for the circumstances outlined in Ms. ********* letter.

I assure you ORHP employees value the trust each of our Plan Holders place in ** 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.

************ purchased a Gold level Plan with Air Conditioner coverage as well as the optional coverage for pre-season **** system tune-**** It was effective on October 31, 2024 and expires on October 31 2025.

************ submitted the service request on January 15, 2025 for an issue with no air flow from the ducts. However, it was corrected to an issue with the heat pump. ORHP received the diagnostic report from ******************* on January 17.

That report provided that the unit was a mini-split ductless system and had failed due to normal wear and use. The identification numbers for the existing system were illegible due to age, however the reported it as a 48k BTU system. ORHP approved the replacement of the system, however, there were costs that the applicable Plan did not provide coverage. These costs were for overages of Plan limit as well as other modifications. The costs totaled $1,250.00 and would require authorization by Ms. ********* and were to be paid directly to Platinum Repair.

************ was provided with the details of the non-covered costs via email. ************ did not authorize the non-covered costs until March 31, 2025. At that time, Platinum was aware of the authorization of the non-covered costs and the parts necessary were researched for availability. On April 1, 2025, two indoor air handlers and one outdoor condenser were ordered from a local supplier. This was a 42k BTU system.

On April 3, Platinum notified **** that the local supplier did not have the necessary equipment and were unable to provide the equipment. ORHP conducted further research to locate the necessary components to complete the repair. The unit would be shipped to **************** location.

On April 7, ORHP was informed a unit at another local supplier was available and would be correct for the installation. This was ordered immediately. **** contacted Platinum on April 16 to inquire if they had received the equipment. They informed ORHP they had not. Again on April 25, ORHP was informed that Platinum had not received the equipment.

ORHP contacted the supplier and learned that the email address that had been used was invalid. Upon ordering the unit, the local supplier stated that ORHP did not have an account in which to place an order. This was immediately escalated to ***** purchasing supervisor. On April 29, everything appeared to have been corrected,and another order was placed.

On May 23, 2025 Ms. ********* contacted ORHP to inquire about the status. ORHP contacted Platinum and they stated that they had not received the order. The Platinum associate was informed that the new order would not be delivered and was to be picked up at the local supplier. The location information was provided to them.

On May 27, Ms. ********* contacted ORHP again to request an update. It was communicated that the parts that had been ordered were at the local supplier to be picked up. **** contacted Platinum to confirm when they were going to be in possession of the equipment.

On May 30, ORHP contacted the supplier and was informed that the order had been canceled. **** did not cancel the order. ORHP again confirmed the order with the supplier.

ORHP received the BBB complaint on Monday, June 2. At that time, upper-level management became involved. ORHPs purchasing manager is working to determine what occurred and why there were so many issues with this equipment order. ORHP is awaiting notification from Platinum that they have picked up the order.

In summary, I want to apologize to Ms. ********** While there was some delay due to the slow approval of the non-covered costs. There is no question that within a week after that approval was received on March 31, the unit should have been installed. This is absolutely not the normal process of going from estimate, to order to installation. I

I have waived the $100.00 Plan trade call fee. Additionally, if Ms. ********* has another service request that is required for anything other than her ****, if she will contact me immediately upon submitting that service request, I will also waive the next $100.00 trade call fee. She can email me at ************************************

Again,I apologize for the delays, 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:05/28/2025
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 a complaint against ORHP due to repeated issues with service delays, poor repair quality, and unfair charges for unresolved or recurring problems.1. Dishwasher Breaker Issue On February 14, 2025, ORHP sent an electrician to address a dishwasher breaker issue. I paid a $100 trade service fee. The repair appeared successful but the problem returned on April 17, 2025. When I called ORHP, they said Id need to pay another $100 to have someone return, despite this being a repeat issue. I called again on May 28, 2025, requested an escalation, and was still told it would cost another $100. It's unreasonable to be charged again for a repair that clearly didnt hold.2. Ongoing Washing Machine Problem On January 2, 2025, I paid another $100 for a washing machine issue. ORHP dispatched a contractor who attempted repairs, but the original error code persisted. They later sent a different contractor, yet the same issue remains unresolved as of May 28nearly five months later. This delay is unacceptable, especially for a common household appliance.3. Plumbing Delay On February 19, 2025, I paid $100 for a routine shower cartridge fix. ORHP took over two months to complete the repair, during which I couldnt use my master bathroom shower. No compensation or alternative solution was offered for the extended loss of use.Summary I have paid $300 in trade service fees for repairs that were either not completed properly, delayed excessively, or required repeat visits with additional charges. I am requesting a refund of at least $200 for the unresolved dishwasher and washer issues (as well as completion of repairs) and appropriate compensation for the two-month loss of use of my master shower.ORHP has failed to meet basic service standards under their warranty agreement. I am requesting BBBs assistance in resolving these ongoing matters and holding ORHP accountable for the delays and repeat costs that customers should not bear.
Business Response
Date: 06/10/2025
Dear BBB,

Regarding the service requests for the multiple issues; 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 November 17, 2024, with an effective date of December 17, 2024. (TX 7.1D Elite coverage with AC, HVAC tune-up, and washer/dryer coverage). The plan document has limits and exclusions and required trade call fees.

To address the dishwasher issues, according to the notes in the file, the initial issue with the breaker for the dishwasher was resolved on or about February 21, 2025 by replacing a faulty breaker in the main electrical box. Pursuant to the terms of the applicable Plan to which the service request was submitted, it states that the repair is guaranteed for 30 days. If that time frame has expired, then a new $100.00 Plan required trade call fee is due.

As the second submitted service request for the electrical outlet was done on March 4, it was within 30 days. Therefore, there was no additional $100.00 trade call fee due. The issue was found to be an overloaded circuit while using a smoker. No failure to the electrical circuit was found.

On April 18, over 30 days later, Mr. ********** reported still having issues with the electrical. It was explained that it was past the 30 days and that a new $100.00 trade call fee would be due. He stated that if the fee would not be waived, he would be canceling his Plan.

On May 28, 2025, Mr. ********** again called about the issue, again it was explained that a new $100.00 trade call fee was due. Mr. ********** declined and disconnected the call.

To address the washing machine issue, on January 2, 2025 a service request was submitted for an issue with the washing machine. It had multiple error codes present. ORHP assigned Mastertex Appliance Repair to address the issue. On January 10, Mr. ********** asked about reimbursement for use of a laundry mat. It was explained that the Plan covers the unit failures, and no coverage is available for those additional issues.

ORHP received the diagnosis and estimate for repairs from Mastertex on January 13.ORHP approved replacement of a pump and sensor. A failed k*** was denied. ************* called and stated that the k*** should be covered. It was explained that the Plan specifically excludes coverage of k**** for any appliances. This is listed on page 6, under the Not Covered section. Mr. ********** requested to speak with a supervisor.

A supervisor contacted Mr. ********** on January 14. Mr. ********** stated that the unit was 6-10 years old and said that the k*** should be covered. If it was not, he wanted to cancel his Plan. It was offered that the k*** would be reviewed. ORHP contacted ********* and confirmed that the k*** itself was broken. Accordingly, no coverage would be available. This was communicated to Mr. ********** and he requested to be transferred to the cancellation line.

On February 24, 2025 Mr. ********** contacted ORHP to report the washing machine was still not operating correctly. ********* returned and determined that there was no issue, the current problem was caused by the use of too much soap. The technician noted that there were no error codes present when he arrived and diagnosed the unit.

However,ORHP transferred the issue to a subsequent service provider, Wefix Appliance.On or about March 11, Wefix replaced a failed water level sensor. They tested the unit and it was working as designed. However, again on March 14, ************* again contacted ORHP with the same issue with the washer. ORHP reassigned Wefix to address the issue. Wefix recommended the replacement of the control board. This was completed on or about April 8.

To address the issue with the faucets/plumbing, a service request was submitted on February 19, 2025 for a leak from the shower hear in the upstairs primary bathroom. It was updated to include a leak in the diverter valve of the tub in the guest bathroom and low water pressure from the faucet in the upstairs guest bathroom.

ORHP assigned the request to AZ Plumbing and Air. On February 19 they reported that the issue with the master bath shower dripping was a bad cartridge and needed replacement.The low pressure in the master bath was due to a clogged shower head and needed replacement. The low pressure in the upstairs guest bath was due to debris in the aerator, it was cleared.

On March 1, Mr. ********** contacted ORHP to inquire about the status of the repairs. ORHP contacted AZ Plumbing about whether the parts necessary were ordered and when they would be returning. AZ Plumbing responded that they would not be returning due to Mr. *********** behavior.

ORHP reassigned the request to On ********************* on March 4. On Point arrived and ordered a new shower cartridge on March 5. There was no specific *** for that part to arrive. On March 21, 2025 Mr. ********** contacted ORHP for a status update. It was communicated that the estimated completion date is March 28.

On April 10, ORHP contacted On Point and learned that there was an appointment scheduled for April 16. Mr. ********** contacted ORHP stating he has been without a shower for 2 months and demanded compensation. It was explained that the Plan does not provide compensation for delays. He was advised he could dispute the $100.00 trade call fee. On April 18, 2025, Mr. ********** contacted ORHP to discuss the letter he received that denied the refund of the $100.00 trade call fee. As he has done multiple times, he stated he is going to cancel his Plan.

To summarize, the total number of trade call fees that have been charged is ********* for the washing machine, one for the electrical issue and one for the faucet issues. Work was completed by multiple service providers for the issues. The trade call fees will not be refunded.

ORHP does understand the frustration associated with delays in completion of any repair. There will not be any reimbursement or compensation for delays due to part availability for repair of the master bath shower. The Plan is clear on the fact ORHP is not responsible for delays due to part availability.

************* has expressed multiple times he would like to have his Plan canceled. If he would provide that confirmation in writing to me at ************************************ I will be glad to have that completed for him.

If there is any further information that Mr. ********** would like to provide to further explain his requests, he is also welcome to send them to the above email address. I will be happy to review.

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:05/27/2025
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 placed a request with Old Republic for my Mini split system to be looked at as they did not work in January 2025. A contractor came out in February to fix the system and needed to order parts to fix. I was given my share of cost and signed the **** sign and paid down payment. I was told it would be fixed between March and April. I called on Friday 5/25 and representative was surprised that it had not been completed. Old republic stated everything was approved and should have been completed. However, Platinum repair states otherwise, they never received parts and never given authorization to complete job. Called Old Republic again and was told that the job was completed? I still have no air or heating since January; I need help getting my mini split fixed.
Business Response
Date: 06/10/2025
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 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. ********* purchased a Gold level Plan with Air Conditioner coverage as well as the optional coverage for pre-season **** system tune-**** It was effective on October ******* and expires on October 31 2025.

Ms. ********* submitted the service request on January 15, 2025 for an issue with no air flow from the ducts. However, it was corrected to an issue with the heat pump. ORHP received the diagnostic report from ******************* on January 17.

That report provided that the unit was a mini-split ductless system and had failed due to normal wear and use. The identification numbers for the existing system were illegible due to age, however the reported it as a 48k BTU system. ORHP approved the replacement of the system, however, there were costs that the applicable Plan did not provide coverage. These costs were for overages of Plan limit as well as other modifications. The costs totaled $1,250.00 and would require authorization by Ms. ********* and were to be paid directly to Platinum Repair.

Ms. ********* was provided with the details of the non-covered costs via email. Ms. ********* did not authorize the non-covered costs until March 31, 2025. At that time,Platinum was aware of the authorization of the non-covered costs and the parts necessary were researched for availability. On April 1, 2025, two indoor air handlers and one outdoor condenser were ordered from a local supplier. This was a 42k BTU system.

On April 3, Platinum notified **** that the local supplier did not have the necessary equipment and were unable to provide the equipment. ORHP conducted further research to locate the necessary components to complete the repair. The unit would be shipped to **************** location.

On April 7, ORHP was informed a unit at another local supplier was available and would be correct for the installation. This was ordered immediately. **** contacted Platinum on April 16 to inquire if they had received the equipment. They informed ORHP they had not. Again on April 25, ORHP was informed that Platinum had not received the equipment.

ORHP contacted the supplier and learned that the email address that had been used was invalid.Upon ordering the unit, the local supplier stated that ORHP did not have an account in which to place an order. This was immediately escalated to ***** purchasing supervisor. On April 29, everything appeared to have been corrected,and another order was placed.

On May 23, 2025 ************ contacted ORHP to inquire about the status. ORHP contacted Platinum and they stated that they had not received the order. The Platinum associate was informed that the new order would not be delivered and was to be picked up at the local supplier. The location information was provided to them.

On May 27, ************ contacted ORHP again to request an update. It was communicated that the parts that had been ordered were at the local supplier to be picked up.**** contacted Platinum to confirm when they were going to be in possession of the equipment.

On May 30, ORHP contacted the supplier and was informed that the order had been canceled. **** did not cancel the order. ORHP again confirmed the order with the supplier.

ORHP received the BBB complaint on Monday, June 2. At that time, upper-level management became involved. ORHPs purchasing manager is working to determine what occurred and why there were so many issues with this equipment order. ORHP is awaiting notification from Platinum that they have picked up the order.

In summary, I want to apologize to Ms. ********** While there was some delay due to the slow approval of the non-covered costs. There is no question that within a week after that approval was received on March 31, the unit should have been installed. This is absolutely not the normal process of going from estimate, to order to installation. I

I have waived the $100.00 Plan trade call fee. Additionally, if Ms. ********* has another service request that is required for anything other than her ****, if she will contact me immediately upon submitting that service request, I will also waive the next $100.00 trade call fee. She can email me at ************************************

Again, I apologize for the delays, 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:05/27/2025
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.
Agent from the claim approval department said that max reimbursement for a water heater covered replacement is $1100, where is per gold plan Appliance Limit (Per appliance): Increase the Plan limit per Plan term by $2,000 ($5,000 in total) for the repair/replacement of a covered appliance.This company feels like taking advantage of customers, and not fulfilling their contracted obligations by overcharging customers or allowing repair contractors to add unexplainable charges. And ORHP does not protect customers in such overcharges. We were overcharged by $960 and ORHP refused to even explain why.And after speaking to a specialist from customer service department at Old ********************** they offered nothing to rectify the abnormal overcharge and did not provide any assistance in negotiating the extra cost with their vetted vendor that does such bad practices.
Business Response
Date: 06/09/2025
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 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 June 02, 2024. (AZ 7.1 Gold Plan with washer/dryer/kitchen refrigerator coverage). The plan document has limits and exclusions and required trade call fees.

Pursuant to that plan a service request was submitted via ORHPs online portal for a water heater that was leaking from the tank on May 14, 2024. 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 14, 2025. Mr. ****** contacted ORHP via the internet portal to report that the water heater in the unit was leaking from the tank. The service request was assigned to *************, an in-network service provider.

2.         May 15, 2025. Cool Blew reported that the tank had failed and the water heater required replacement.ORHP approved that replacement that per the terms of the applicable Plan included the water heater, hauling away the old unit and correction of two code violations. However, there were items that the Plan does not provide coverage. These included modifications to the water, gas, and T&P lines, the drain line and the vent. These non-covered items equaled $967.00 and would require approval by Mr. ****** and paid directly to Cool Blew. The costs were then communicated to MR. ******* He disagreed with the non-covered costs. It was explained that coverage was provided per the terms of the appliable Plan. The options were to accept and pay Cool Blew the non-covered charges or ORHP would reimburse up to $1055.00. Mr. ****** agreed to the $967.00 in non-covered charges. According to the received invoice from Cool Blew, the work was completed.

3.         May 21, 2025. ORHP responded to Mr. ******* online Trustpilot complaint related to the non-covered costs. ********* expressed that he felt that the non-covered costs were unjustified and wanted reimbursement from ORHP. ORHP stated that a complaint would be filed with its contractor relations department about the charges. It was further explained that the non-covered costs were per the terms of the applicable Gold level coverage Plan that was purchased. Mr. ****** stated he felt that a free upgrade to Platinum coverage should be provided. It was explained that was not possible as the Plan he chose was the Gold level coverage Plan. He explained that since ORHP would not provide that free upgrade, he would continue his complaints to other online sites.

4.         May 30, 2025. Mr. ****** contacted ORHP to report that he was still having issues with the water heater.The water pressure was dropping when using shower/bath or faucets and wasnt happening prior to the water heater replacement. ORHP reassigned Cool Blew to address the current issue.

5.         June 2, 2025. Cool Blew reported that the issue was with the water softener system. They reported that the issue was the softener was causing flow issues. Mr. ****** did not purchase the optional coverage for the water softener; therefore, no coverage is available for this issue. However, Cool Blew stated that they did bypass the unit, which corrected the flow issue

6.         June 07, 2025. ORHP received the current BBB complaint.

ORHP understands the frustration that Mr. ****** has encountered. However, a water heater is not an appliance. The water heater coverage is appropriately listed under the Plumbing coverage. There is no limit of coverage for a covered replacement water heater. However, all Plans have exclusions and listed exclusions. The non-covered items were correctly applied and charged by Cool Blew for the work that was performed. No additional coverage will be provided.

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:05/23/2025
Type:Delivery 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.
To whom it may concern,I am a new Old Republic (OR) customer, and wanted to get my A/C tuned up before the start of summer. I ordered my tune up and a tech came out, spent about 10 minutes at my house, said everything was fine and left. Two days later I went to run my A/C and it was not blowing cold air, and I later determined that the outdoor unit was not coming on. The following morning, I called OR and request a service call and a new tech came out last week. As I followed the tech around my A/C units, he was able to quickly determine that a couple of wires had been disconnected on the indoor unit and they were placed behind the connection points so the untrained eye would not notice. The tech then reconnected the wires and the A/C started working flawlessly. I am seeking reimbursement for both service call fees and the termination of the first contractors contract with OR, so no other customers have to experience this sort of deceit.First order should be refunded because he intentionally disabled my A/C to get a second call out:Work Order Number: ********* Service Request: Air Conditioning / Tune Up Trade Call Fee Amount: ****** Service Provider: SMARTCHOICE SERVICE ***** HVAC Second order should be refunded because the first order caused the second:Work Order Number: ********* Service Request: Air Conditioning / Forced air (electric)Trade Call Fee Amount: $****** Service Provider: RSM MECHANICAL (side note, this guy was really nice and professional)Covered Property:****************************************************************************************
Business Response
Date: 05/27/2025
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.

Upon review of the allegations within the BBB complaint, the refund of the $125.00 trade call fee, (TCF), for the return visit to render the system operational has been approved. It should be received within the next 21 business days.

The $125.00 TCF is due for the tune-up per the terms of the Plan. Although the allegation of improper action is present, the fact is that the tune-up was ordered and performed. The system is operating properly at this time.

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: 05/27/2025

Complaint: 23370225

I am rejecting this response because:

I appreciate the prompt response from Old Republic (OR); however,I do not agree with their assessment of the first order (the tune-up).According to my plan, an A/C tune-up includes the following:

Calibrate thermostat, test temperature split, check refrigerant levels & system pressures and add refrigerant if necessary,check amp draw on condenser fan and compressor, check condenser coils and rinse with water if necessary, check the evaporator coils and blower, check contactors, check accessible condensate lines for leaks, clean or replace filters (owner supplied), clean & tighten electrical connections, test capacitors, and check heating operation, inspect pilot system, test safety switches, test limit switches, and clean burners.

There is no way the ********** completed this in the 10 minutes he was there (as mentioned in my original letter). According to the second *********** a tune-up like this would take ****** minutes. Unfortunately, the first ********** was only there to disconnect the wires to get a second call out.

Sincerely,

**** *******
Business Response
Date: 06/04/2025
Dear BBB,

Old Republic Home Protection (ORHP) is in receipt of the rebuttal for review and response. While I understand Mr. ******** concerns, we have already refunded the subsequent $125.00 trade call fee. While the allegations of deceit are present there is no confirmation that they are without a doubt true.

As stated, the tune-up was performed. The unit is working as designed after the current issue was resolved. As stated that $125.00 trade call fee has already been refunded and should be received within the next few weeks.

The trade call fee for the tune-up that was performed will not be refunded. The service was performed and the system does indeed operate properly.

Best regards,

** ****
Plan Compliance Manager
Old Republic Home Protection
Customer Answer
Date: 06/04/2025

Complaint: 23370225

I am rejecting this response because:
Dear **********
1) You say a tune-up was performed, and the system was working when the ********** left. How could that be if I needed a second call to get the system working? Did the wires disconnect themselves? That does not make sense.
2) You say there is no evidence of the fraud that took place by the first **********. Did you talk to the second ********** that came out? Was there an investigation? What was done? I would like to know because it involves my home.
I put my trust in OR to send out qualified, honest people into my home. I feel very betrayed.

Sincerely,

**** *******

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