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

  Birmingham Area Birmingham, AL 35226

• 

  Old Republic Home Protection Company, Inc.

  2948 Blacksmith Ct Delaware, OH 43015-9191

• 

  Old Republic Home Protection

  Chandler, AZ 85224

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: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,
  
  **** *******

• Initial Complaint

  Date:05/15/2025

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I contacted Old Republic on April 23rd to report my ** not working properly. After the contractor visited a claims representative called to let me know my claim had been denied. The claim was denied due to an issue caused by another one of their contractors that installed a "new" Coil component of the ** back in 2020. After doing more research I discovered the system was installed incorrectly, and I was charged for a new system, but a 17 year old system was installed instead. I contacted Old Republic to let them know of this error. Instead of transferring me to an actual person who could address the issue they sent my claim to Contractor Relations and then transferred me to a voicemail. I was told that someone from Contractor Relations would reach out to me. I never received a call. I did however receive an automated email telling me they were not responsible and that I needed to contact the contractor that originally installed the system. It also said if I needed additional assistance after I called the contractor to call them back. The contractor is no longer in business and they knew this from the beginning. They also knew that they personally quit using this contractor for issues just like mine. I have called back multiple times and have not be able to speak to a single person regarding this issue. They are a home warranty company. They originally started covering my home site unseen in 2019. Now they are unwilling to warranty work done by contractors they sent to my home. If they are not willing to warranty the work done by their contractors what good are they. They have also ignored my requests to cancel my policy. Old Republic is refusing to honor this claim because they know they will have to replace my entire system to correct the issue due to new federal regulations set in place in January of this year regarding ** coolant. Below is the cost to replace my current system provided by another one of Old Republics Contractors that I called for a second opinion

  

  Business Response

  Date: 06/06/2025

  Please see attachment

• Initial Complaint

  Date:05/08/2025

  Type:Order 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 asked how to cancel my home warranty with Old Republic Home Warranty, Every time I ask they tell me they have to transfer me and they hand up the phone. Can you please help me cancel the contract with Old Republic Home Warranty. I just want the account canceled. This has occurred for 3 months

  

  Business Response

  Date: 06/02/2025

  see attached

  Customer Answer

  Date: 06/03/2025

   
  

   

   

   

  i'll rejecting old Republic home warranties solution because it is not complete. I have tried to cancel this Warranty three times. Each time I am unable to cancel it because when I call on the phone, they Transfer me and And the call is ended on their end. So I had no choice, but to keep it active because they would not willingly cancel it. I only used it again for the garage door opener because it was still active and I was paying for it. I request a refund of four months service based on all republic's refusal to terminate the warranty.

   

   

  Complaint: 23303678
  
  I am rejecting this response because:
  
  Sincerely,
  
  **** ****

  

  Business Response

  Date: 06/03/2025

  Dear BBB,
  
  Old Republic Home Protection (ORHP) is in receipt of the rebuttal for review and response. As previously stated, Mr. **** initiated a subsequent service request for the garage door issue. Once that submitted request is resolved, the cancelation will be completed per the terms of the Plan.
  
  
  Best regards,  
  
  ** ****
  Plan Compliance Manager
  Old Republic Home Protection

  Customer Answer

  Date: 06/03/2025

   
  

   

  I am requesting three months refund for my policy because all Republic home #Warranty ignored the prior request to cancel this policy. They only agreed to cancel this policy after I contacted you. There is no open request On my behalf with old Republican home #Warranty. I request a refund of Three months and immediate closure of my home warranty,

   

   

  Complaint: 23303678
  
  I am rejecting this response because:
  
  Sincerely,
  
  **** ****

• Initial Complaint

  Date:05/06/2025

  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 filed a service request with Old Republic Home Protection on April 30, 2025, regarding a non-functioning AC unit. A technician was assigned and inspected the system. He informed me that he was waiting for company approval to proceed with the repair.The next day, I contacted ORHP and was told they were waiting on the technicians report. I followed up several times, but kept receiving the same response. Days have passed, and the issue remains unresolved, despite the extreme ******* make things worse, the technician contacted me later and said they were very busy and advised me to contact ORHP to request a different technician. This added even more confusion and frustration to an already stressful situation.The constant delays, lack of communication, and shifting responsibility between the company and the technician are unacceptable. I respectfully request BBBs assistance in urging Old Republic to act immediatelyeither authorize the repair or assign a new contractor

  

  Business Response

  Date: 05/06/2025

  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 Ms. **** purchased. The plan was purchased as a renewal on June 05, 2024, with an effective date of June 17, 2024. (FL 7.0 Gold coverage Plan). 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 an **** issue on April 30, 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.         April 30, 2025. Ms. **** contacted ORHP to report that the ** in the home would not cool to the desired temperature. **** assigned ******** Heating to address the issue. They reported that the issue was with the R-22 evaporator coil. The work was approved for replacement R-22 evaporator coil with $25.00 in costs that were not covered.These would need to be approved by Ms. **** and paid directly to *********which occurred that same day. ORHP initiated research for the necessary parts.
  
  2.         May 02, 2025. ORHP is unable to locate a replacement R-22 evaporator coil. Further research was being conducted. ORHP also received an email from Ms. **** asking how much longer it would be before the work is completed. ORHP contacted Ms. ***** however, had to leave a voice message. Notes indicate that additional information was necessary from ******** to include pricing for a full system replacement due to the R-22 coil being unavailable.  
  
  3.         May  05, 2025. ORHP received another email from Ms. **** asking for an update. It was explained that ORHP was waiting for updated pricing from ******** for the full system change. Until that specific updated pricing is received, OHRP cannot provide an authorization. ORHP has reached out to ******** again to obtain that information.  
  
  ORHP understands that the weather is getting warmer, however, the process is being followed as designed. If ORHP does not receive the requested information by the end of business today May 6 the request may be transferred to a subsequent service provider.
  
  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:05/05/2025

  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.

  After buying a new home, an $800 Old Republic Platinum warranty was added to the purchase. We attempted to use this policy when we identified a leak in a pipe outside the home. Old Republic sent a technician who smelled strongly of marijuana and was acting strangely. He cut the insulation off the outdoor plumbing and turned the water off. He then took some photos of the leak. After that, he went into our garage and placed the water conditioner into a six hour regen cycle and told us not to use any water. This is/was unrelated to the outdoor leak. He told us that he would be back later, after attending to some other calls. He then departed and never returned. A day or so later, Old Republic left voicemail stating the repair was not covered under the warranty plan but we were welcome to pay that technician to return at "retail cost." They then sent us an invoice for $100 for a "trade call fee" even though no work was done and their technician caused additional damaged by cutting open insulation and leaving our water turned ****** that point we obtained a local and independent plumber to repair the leak. He charged us $275 for the work.We then attempted to call Old Republic and spoke with "****" on 5/5. This was after 15 minutes of voice prompts and 30+ minutes of hold time. **** said we were responsible for the $100 trade call fee even though no repairs were performed. If we wanted to dispute it, that would require a separate email to ******************** We asked that the policy be cancelled and we receive no other charges, to which she said she could not do that and would need to transfer me to another department if we wanted to cancel the warranty and avoid future charges. At that point she hung up on us and dropped the call!This company is operating a scam. We want a refund for the $100. We also demand the policy cancelled. We hope other home owners do not endure the unethical practices of this predatory business.

  

  Business Response

  Date: 05/06/2025

  Dear BBB,
  
  Regarding the service request for the plumbing issue; on behalf of Old Republic Home Protection (ORHP) and its employees, please extend our sincere apologies for the circumstances outlined in Mr. ****** letter.
  
  I assure you ORHP employees value the trust each of our Plan Holders place in ** to resolve their service request in a timely and professional manner and when this does not occur, steps are taken to review what went wrong and implement improvement.
  
  In connection with my response to the above complaint, I have reviewed the plan that was purchased. The plan was purchased and had an effective date of March *******. (NV 7.1 Platinum Total Care). The plan document has limits and exclusions and a required $100.00 trade call fee.
  
  Pursuant to that plan a service request was submitted for an plumbing leak on April 24, 2025. ORHP assigned ***********************, an **** in-network service provider, to address the issue.
  
  My review included service provider notes, authorization agent notes and supervisor notes. A timeline of the events surrounding your complaint is listed below.
  
  1.         April 24, 2025. ********* contacted ORHP to report that there was a water leak outside the home. The service request was assigned to ***************************, an in-network service provider.
  
  2.         May 01, 2025. First Plumbing reported that the leak was in the backflow prevention device for the residential sprinkler system.  The Plan excludes coverage for irrigation or sprinkler systems. Mr. ****** was informed of the denial.  
  
  3.         May 02, 2025. ORHP received a social media complaint due to the denial. While the denial for the repair would remain, it was discussed that a coupon for the outstanding $100.00 trade call fee could be provided. The issue with the water softener reset was simply that the reset button was activated. It did, unfortunately, cause the water to be unable to be used for a 6-hour period.
  
  4.         May 04, 2025. Mr. ****** provide a request to cancel the Plan. The Plan was canceled per the terms of the Plan with an effective date of May 04, 2025.
  
  5.         May 05, 2025. Mr. ****** contacted ORHP to dispute the Plan required $100.00 trade call fee. It was explained he can submit a dispute via email. ORHP received another social media complaint due to the denial. Further discussion occurred related to the trade call fee coupon. It was approved to waive the trade call fee as a gesture of goodwill.  
  
  
  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: 05/06/2025

   
  Complaint: 23287855
  
  I am rejecting this response because:

  The company has not contacted me whatsoever regarding any type of refund.  In fact, the email address they provided, before rudely hanging up on me when I called them, was never delivered per the attached.

  I would like written confirmation of a refund in the amount of $100 and for the refund to appear on the credit card they charged.  I would also like written confirmation that the account is closed and no further charges will ever be made by this predatory company who makes it impossible to correspond up to and including an email address they provide to dispute a charge (again, see attached).   Until they provide a refund and written cancellation to the consumer (me), I do not accept any resolution.  It's nice that they reply quickly and politely to the BBB yet do not correspond with their paying customers.  

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

• Initial Complaint

  Date:05/02/2025

  Type:Order 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.

  1/5/25 paid seRvice fee for plumbing stoppage. Never received a detail receipt about repairs. Called for receipt (called 5 times since 1/25),reviewed and I noted description per the plumber. Explained I can not pay this guys fee. What are my options. I was told I must pay the total $9000 or pay the difference then ORH would pay out the extra insurance . I asked to cashout this claim,was told I could not. This amount exceeds my extra premium I paid (maybe it $2000). I get nothing for paying a fee for insurance. I do not have $9000. I want to know why I can not cashout. I have to pay day workers,buy my on supplies to fix my sewage line. You can not just take my money and give me nothing. The contract says "you ORH can make a decision to payout the difference minus any fees. I want to speak with one person,the customer service is lacking. I was on hold thirty minutes of one person,forty minutes for another. Such a terrible first year experience with ***,please do not renew me 9/2025.

  

  Business Response

  Date: 05/06/2025

  Dear BBB,
  
  Regarding the service request for the plumbing leak issue; on behalf of Old Republic Home Protection (ORHP) and its employees, please extend our sincere apologies for the circumstances outlined in Ms. ******** letter.
  
  I assure you ORHP employees value the trust each of our Plan Holders place in 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 August 29, 2024, with an effective date of September 28, 2024. (TX 7.1 Deluxe coverage with AC, washer/dryer, and enhanced slab/external leak coverage.) Ms. ******* does not have insurance with ORHP as she states multiple times. She has a home warranty Plan. The plan document has limits and exclusions and required trade call fees.
  
  Pursuant to that plan a service request was submitted for a main line stoppage on January 05, 2025.That work was assigned on January 6, 2025 to *********************** an **** in-network service provider
  
  My review included service provider notes, authorization agent notes and supervisor notes. A timeline of the events surrounding your complaint is listed below.
  
  1.         January 05, 2025. Ms. ******* submitted a service request online for a main line stoppage. It was initially assigned to 1st Choice HVAC & ************* However, Ms. ******* was requesting service sooner than 1st Choice was able to provide.  
  
  2.         January 06, 2025. The service request was assigned to **********************. They reported that the issue was with roots and this was confirmed via camera. They reported that they were able to utilize a snake to clear the issue. However, they reported that 22 feet of cast iron pipe would require replacement. The provided an estimate of $8,950.00 to repair the issue.  
  
  3.         January 16, 2025.  Ms. ******* contacted ORHP to report that the toilets were now making a gulping sound.  Discount Drain was contacted to return to the property. They confirmed the issue with a break in the cast iron drain line. They provided an estimate for repairs. ORHP approved $2,850.00 for repairs based on the Plan limit for a slab and external plumbing leak. However, there were $8,515.00 in additional costs that the Plan does not provide coverage that would require Ms. ******** authorization before the work would be started. This additional non-covered portion would be paid directly to Discount Drain. A phone message was left with Ms. ******* requesting a return call.
  
  4.         January 23, 2025. ********** contacted ORHP to discuss the issues. The coverage amount was explained. She stated that she did not have that amount of money for the non-covered costs. She stated she would be obtaining her own quotes for the work. She then requested the approved amount sent as payment in lieu. It was explained that per the Plan terms, the money would be sent after receipt of a paid in full invoice. Ms. ******* stated that was not right to require her to pay first, but she was still getting the additional quotes.  
  
  5.         February 20, 2025. ********** contacted ORHP to discuss the non-covered costs. She then requested ORHP provide a second opinion. It was explained that she would need to secure her own second opinion and provide ORHP with that estimate.
  
  6.         March 26, 2025, ORHP received an email from Ms. ******* requesting the details of the repair. ORHP sent an email to Discount Drain requesting that they provide those details.
  
  7.         May 01, 2025. Ms. ******* contacted ORHP via email stating that there was no work performed for the slab leak. She states she requested the payment in lieu, but ORHP would not pay until a paid receipt was received. She alleges that ORHP is not doing anything.
  
  8.         May 02, 2025.  ORHP contacted Ms. ******* to explain that nothing can be done until she either authorizes the work to be completed by approving the non-covered costs or she submits a paid in full invoice showing the work was completed. If she submits the paid in full invoice, she will receive reimbursement of $2,755.00 within 21 business days.  
  
  ORHP understand that it may be difficult to pay that much for non-covered costs.However, the Plan is clear on the process for receipt of reimbursement for work in lieu of having the repair completed by the ORHP in-network provider. That process is explained on page 5.
  
  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:05/01/2025

  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.

  To Whom It May Concern,I am filing a formal complaint against Old Republic Home Protection (ORHP) for deceptive practices, unethical denial of service, and complete disregard for customer safety and well-being.On April 29, 2025, my central ** system failed. I filed a claim with ORHP. The inside of my home reached 90F, and I have two toddlers (ages 2 and 3) and am a 100% disabled U.S. veteran. Despite this, ORHP denied coverage for the compressor repair, citing that the part is under manufacturer warranty. However, this warranty only covers the part itself not labor, refrigerant, or installation, which ORHP advertises as covered in their ** protection.The exclusion is buried in small print nowhere near the ** coverage section and was never disclosed clearly when I purchased the policy. Their brochure lists compressor and cooling components as covered and there is no clear warning that manufacturer coverage voids their ****** make matters worse, I was charged an additional $100 for a technician to come diagnose the unit which ORHP knew was still under manufacturer warranty. This feels like a scheme to extract money while avoiding responsibility. When I called to appeal, I waited over 30 minutes on hold, only to be interrupted, dismissed, and treated with no compassion, even after stating this was a heat-related emergency affecting small children.This is disgraceful behavior from a company that claims to provide protection. ORHPs actions are misleading, dangerous, and exploitative especially toward vulnerable people like disabled veterans and families with children.I am requesting:Reimbursement of the $100 service fee Coverage of the compressor labor and related repair costs Investigation into ORHPs failure to disclose key exclusions A formal apology If no action is taken, I will file with state agencies, media outlets, and post publicly.Sincerely,******* ***** ******************************************** ************ Policy #: **********

  

  Business Response

  Date: 05/02/2025

  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 *** ****** 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 December 23, 2024, with an effective date of January 03, 2025. (TX 7.1 Standard level Plan). The plan document has limits and exclusions and required trade call fees.
  
  Pursuant to that plan a service request was submitted for the condenser of the **** system not operating, not cooling to desired temperature, cycling on and off and blowing warm air on April 30, 2025. ORHP assigned *************************************, an **** in-network service provider
  
  My review included service provider notes, authorization agent notes and supervisor notes. A timeline of the events surrounding your complaint is listed below.
  
  1.         April 30, 2025. *** ***** contacted ORHP to report that the ** was not operating. He also stated that he had an outside service provider arrive to diagnose the system. ORHP assigned an in-network service provider, **************************************, to make a diagnosis of the issue.
  
  2.         May 01, 2025. ******** reported to ORHP that the compressor had failed. It was reported that the compressor was only 3 years old and still under the original manufacturers warranty. ********************* request was denied. This was communicated to *** *****, who requested to speak with a supervisor. He explained that the home is 90 degrees and wants the denial overturned. It was explained that the Plan does not cover for items still covered under the original manufacturers warranty and the denial will remain. *** ***** stated he would be making a formal complaint and wants reimbursement for the Plan.           
  
  
  ORHP very much appreciates ****************** to the country. It is also understood the frustration related to having a non-functioning **** system in a home, especially when the temperatures are in the 90s. However, the Plan states on page 9, Section 1, General Limitations, This Plan Contract Does Not Cover: F. any costs related to the repair or replacement of systems, appliances, or components covered, in whole or in part, by an existing manufacturer/distributor/ or other warranty.
  
  If *** ***** wishes to cancel his Plan and receive a refund, he can email me directly at *********************************** and I will have that process completed. The cancelation and refund will be per the terms of the Plan as stated on page 10.
  
  ORHP appreciates *** ***** taking the time to provide his opinion and perspective of his service experience, which in turn, provides ORHP the opportunity to improve the service we provide to our customers.
  
  Best regards,  
  
  ** ****
  Plan Compliance Manager
  Old Republic Home Protection

  Customer Answer

  Date: 05/02/2025

   
  Complaint: 23276173
  
  I am rejecting this response because: Thank you for the response, but I do not accept ORHPs resolution. The core issue is not just the denial itself, but the misleading structure and communication of the policy, which resulted in unexpected out-of-pocket costs and a complete lack of support.
  
  
  While ORHP references a clause on page 9 excluding components under manufacturer warranty, that clause is buried in fine print, not listed alongside the **** coverage details, and was never clearly disclosed at the time of purchase. The plan advertises coverage for failures like mine including compressors and cooling system components yet fails to explain that such coverage becomes void when the part is under a limited manufacturer warranty that does not cover labor, refrigerant, or installation.
  
  
  This omission creates a false sense of protection. I purchased this policy specifically to cover what manufacturer warranties do not, and ORHP denied the claim based on a technicality that was never made clear.
  
  
  Additionally, I was charged $100 for a service call to confirm something ORHP already knew that the unit was under manufacturer warranty. I was left with no repair, no support, and no relief from unsafe living conditions.
  
  
  I am formally requesting : 

  
  Full reimbursement for labor and all associated repair costs
  
  
  
  
  If this matter is not resolved fairly, I will continue escalating it to all appropriate consumer protection agencies, legal avenues, and public forums to ensure others are informed.
  
  
  Sincerely,
  ******* *****
  
  
  
  Sincerely,
  
  ******* *****

  

  Business Response

  Date: 05/05/2025

  Dear BBB,
  
  Old Republic Home Protection (ORHP) is in receipt of the rebuttal for review and response.  As previously stated, the Plan states that any component that is covered in part or in whole by an existing manufacturers warranty is excluded from coverage.
  
  Mr.****** compressor is covered by the original manufacturers warranty.Therefore, the request for service is correctly denied. It is stated in the same exact print as the majority of the Plan, other than category headings and initial paragraph descriptions.
  
  When Mr. ***** contacted ORHP to submit the service request, there was no way for ORHP to have any inclination of what the failure to the **** system at the property might be, let alone that a component was still covered under a manufacturers existing warranty. That warranty was not realized until the diagnosis occurred, and the serial number of the compressor for Mr. ****** system was researched.
  
  Again,if Mr. ***** wishes to cancel his Plan and receive a refund, he can email me directly at *********************************** and I will have that process completed. The cancelation and refund will be per the terms of the Plan as stated on page 10.
  
  
  Best regards,  
  
  ** ****
  Plan Compliance Manager
  Old Republic Home Protection

• Initial Complaint

  Date:05/01/2025

  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 filed a claim for my bathroom faucet. I was told that the faucet had to be replaced but because my fixture is bronze and they only cover the cost of standard chrome that I would have to cash out and they offered me $150. I assumed that was a reasonable and fair amount and agreed. I purchased a bronze faucet on ****** for $49.99. For installation, I could not find anyone to install for less than $175. I called the company's own plumbing contractor and they quoted me $185. I called and spoke to someone in "Authorizations" on 4/25 and was told that there may be an exception available for me and that they would call me back by then end of the day. I never received a call back. Since 6 people use the restroom and need the sink, I proceeded to schedule the installation for $175 (the lowest I could get) and had it installed on 4/28. I received a $150 check in the mail today which I am not cashing. I called back today and spoke with Brazil R. (she would not give me her full name) and she told me that she could see where they dropped the ball and she would be upset too, but there was nothing she could do because I had agreed to the $150 (not realizing it was an unfair settlement) and that I had the new faucet installed (even though they never called me back and I was never informed that I would need to wait to have the faucet replaced until they informed me of a decision). This is not only terrible customer service, but unfair insurance practice by offering an amount that is unreasonable. I was not able to even cover the cost of the installation, let alone a "chrome" faucet replacement. I would like for the company to make me whole by paying the full amount of a reasonable claim of $229.49 (I have both receipts attached.). The disputed amount ends up totalling $79.49 ($229.49-$150.00).

  

  Business Response

  Date: 05/02/2025

  Dear BBB,
  
  Regarding the service request for the faucet issue; on behalf of Old Republic Home Protection (ORHP) and its employees, please extend our sincere apologies for the circumstances outlined in Ms. ****** letter.
  
  I assure you ORHP employees value the trust each of our Plan Holders place in ** 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 on November 07, 2024, with an effective date of December 07, 2024. (CA 7.0 Deluxe Plan with optional AC,pool/spa equipment incl saltwater, pre-season HVAC tune up and washer/dryer coverage). The plan document has limits and exclusions and required trade call fees.
  
  Pursuant to that plan a service request was submitted on April 21, 2025 for the faucet in the downstairs primary bathroom leaking from the handle. ORHP approved the replacement of the faucet per the terms of the Plan which allows for a standard chrome builders grade faucet. Highway Plumbing lists the cost of that unit as $225.00. Ms. ***** did not want that style and requested a different color unit. The Plan is clear on the allowed replacement.
  
  Therefore,in lieu of replacement, Ms. ***** was provided payment in lieu of repair. The $225.00 less the labor to diagnose the issue of $75.00 equaled the $150.00 that she received. It was correct and per the terms of the Plan.
  
  However,and strictly as goodwill, I am processing a check for the $79.49 that Ms. ***** requested. It will be received within the next 21 business days. If she has any questions, she can reach me 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

• Initial Complaint

  Date:04/30/2025

  Type:Service or Repair Issues
  Status:

  ResolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I bought a single family home and Old Republic Home Protection plan (ORHP) in late *******. I realized a leak in the bathroom toilet on 2025-04-27. I reported the issue to ORHP and a plumbing company sent a technician on 2025-04-29 to fix the leaking toilet. The technician noted a bad wax ring and ****** and made a request to ORHP to authorize the fix. I called ORHP on 2025-04-29 around 12:30 PST and confirmed that both the wax ring and ****** are covered in home protection plan. On 2025-04-30 @ 9:30am PST, a lady from ORHP called me and told me that ORHP denied the fix because the house is a vacant home. I told her that the house is a seller occupied property and the seller has just moved out. I am moving in and I realized the toilet leak. The lady then said that the person who used the toilet might have accidentally caused the damage to the toilet. Additionally, the wax ring might have caused the ****** to go bad and therefore it's not covered. Well, is that part of home protection and the reason to get a home protection plan? If both Wax ring and ****** are covered in the protection plan then ORHP should get them fixed instead of finding imaginary excuses to deny the fixes. As a customer of **********************, we pick the plan that provides the most coverage and expect ORHP to provide the dependable service and peace of mind just like their website says, and not the hassles that I am dealing with now. I hope ORHP can resolve the issue ASAP so my family can have a working bathroom.

  

  Business Response

  Date: 05/01/2025

  Dear BBB,
  
  Regarding the service request for the toilet 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.
  
  After receipt of the above BBB complaint an additional review was conducted. It is determined that while rust could be considered not normal wear and use, the environment that a toilet ****** is placed is a normally wet environment.
  
  Therefore,coverage for the ****** replacement will be provided within terms of the Plan. There may be additional costs that the Plan does not provide coverage. Those costs will be Mr. ***** responsibility. If there are any questions, Mr. **** can reach me at ***********************************************************
  
  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: 05/01/2025

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

• Initial Complaint

  Date:04/29/2025

  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.

  The business refuses to answer calls in a timely manner. They record calls, and blatantly lied to me over the phone and possibly changed transcripts to refuse to reimburse customers for the work previously agreed upon.

  

  Business Response

  Date: 04/30/2025

  Dear BBB,
  
  Regarding the service request for the **** issue; on behalf of Old Republic Home Protection (ORHP) and its employees, please extend our sincere apologies for the circumstances outlined in Mr. ****** letter.
  
  I assure you ORHP employees value the trust each of our Plan Holders place in us to resolve their service request in a timely and professional manner and when this does not occur, steps are taken to review what went wrong and implement improvement.
  
  Mr.****** has a limited warranty Plan that covers failures that are caused by normal wear and use. The Plan has limitations and exclusions to any coverage. The Plan states on page 8 the process for filing a service request. It also states that we will not reimburse you for services performed without our prior authorization.
  
  Mr.****** contacted ORHP on April ************************** his home was not turning on. He also stated that he had secured a contractor who has already been to the home, and he states that they already replaced parts. Mr. ****** also stated that the unit had not been repaired.
  
  As Mr. ****** secured his own contractor and they went home prior to any authorization from ORHP, the request was denied. However, on April 29 and ORHP supervisor reviewed the situation and allowed the request to be submitted. A work order, *********, will be visible in Mr. ****** online home-owner central account if he has set one up.
  
  Any reimbursement will be at **** in-network pricing. To explain, if Mr. **************** is charging $900.00 and ORHPs in-network contractor would charge $425.00 then the reimbursement is $425.00. This is the advantage of securing an **** in-network service provider. While allegations of ORHP not answering the phone are made, ORHP answers multiple thousands calls daily to assist our Plan holders.
  
  If Mr. ****** does not have someone from ORHP contact him by the end of business today, April 30, 2025 he is welcome to email me directly at ************************************ I am unable to bypass normal process, however, I can be sure communication occurs.
  
  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