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

  Chandler, AZ 85224

• 

  Old Republic Home Protection

  Birmingham Area Birmingham, AL 35226

• 

  Old Republic Home Protection Company, Inc.

  2948 Blacksmith Ct Delaware, OH 43015-9191

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:04/19/2025

  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 had a plumbing issue at my home. Old Republic Home Protection (ORHP) sent out Integrity Mechanical Plumbing (IMP) to repair. Instead of properly repairing the issue by replacing the section of piping, ****** with IMP patched the area with a piece of pipe that he heated with a blowtorch and secured it with silicon glue. When I reviewed the work and told ****** that his repair would not hold and needed to be thoroughly corrected, he shared he was doing me a favor by repairing it in such a manner (see text).ORHP contacted me and I explained the situation. They mentioned he repaired the issue incorrectly and not per industry standards, so they would send out another plumber, ************************ (RHS) to review the work. *** came out and confirmed the repair was done highly problematic and that due to the patch work that was done, the issue could not be resolved for less that $6500.00. I contacted ORHP to tell them IMP had now caused damages at my property and that they would need to fix the damages as he was their vendor.For the past month I have called every day trying to get this resolved, but they always indicate they have to get additional permissions or contact even more people. This is all occurring while I have a 7ft by 5ft hole in the exterior of my home. ORHP has recorded messages of them admitting the fault was on IMP and saying they would resolve the issue, but nothing has been corrected. I have attached photos of ****** from IMP attempting to repair the issue, pics of the patch work that was done, and the text message of him admitting he did it incorrectly under the guise of doing me a favor. I would be happy to elaborate more, but due to character limit I am condensing.

  

  Business Response

  Date: 05/01/2025

  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 ******* purchased. The plan was purchased as a renewal on August 28, 2024, with an effective date of August 28, 2024. (TX 7.0 Gold coverage renewal Plan with optional coverage for washer/dryer/kitchen refrigerator and pool/spa/saltwater equipment). The plan document has limits and exclusions and required trade call fees.
  
  Pursuant to that plan a service request was submitted for a plumbing leak under the kitchen sink on March 10, 2025. ORHP approved the repair. That work was completed on or about March 15, 2025, by **********************************, 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.         March 10, 2025. Mr. **** contacted ORHP to report that there was a water leak under his kitchen sink. It was immediately dispatched to ***********************************
  
  2.         March 15, 2025. Integrity provided a report stating that they had to cut a hole in the drywall under the sink and repair a leak in the drain line. It was reported at this time as a normal wear and use failure.  ORHP approved the repair. According to the notes, the repair was completed.
  
  3.         March 17, 2025. ORHP receives further information from Integrity that the leak was caused by either a drill or a rodent and was in actuality not normal wear and use. He provided photos that the repair would more than likely not correct the issue. Integrity stated that they repair would cost $375.00 and that Mr. **** would have to pay for any demo work for access.ORHP contacted Mr. **** and explained the report details. He states the repair was a bandaid and disputed the rodent issue. **** transferred the request to another service provider, *****************************
  
  4.         March ******** You contacted ORHP to report that Relentless arrived and informed you that the issue was made worse by Integrity. It was explained that once the report was received,a determination would be made.  
  
  5.         March 21, 2025. Relentless submitted the diagnosis report. They state that the pipe was broken and that Integrity tried to melt another piece of pipe over the break. It now compromised the *** pipe. The repair would require some extensive access to correctly repair the issue. The cost of access, $4,577.00, is not covered by the Plan. An ORHP associate contacted you to discuss the non-covered portion. You allege that the Integrity technician made the issue worse and now it is costing additional amounts. It was explained that the Integrity technician could return to make the repair and not charge the non-covered portion. However, the notes indicate that you refused to allow that technician to return. ORHP contacted Relentless to confirm the necessary repairs.
  
  6.         March 28, 2025, ORHP received confirmation via Relentless for the repair necessary. Mr. **** contacted ORHP and it was explained that the issue was not a true slab leak, however,repairs would require being done via the slab. A Plus installed a new outside fresh air manual damper. After that installation, the system again appeared to be operating correctly.
  
  7.         March 29, 2025. ******* contacted ORHP to speak with a supervisor. It was explained that while ORHP understands that Integrity allegedly made the issue worse which may have increased the cost, the fact remains that the repair needs to be performed. ******* states that the reason much of the line needs replaced is due to the prior repair and that he should not have to pay for the additional cost. Mr. **** again stated he did not wish for Integrity to return to attempt any repairs. The supervisor explained the facts would be reviewed and someone would be back in touch with him.  
  
  8.         April 1, 2025. ORHP contacted Mr. **** to explain that due to Integritys prior repair causing the issue, that they should be afforded the opportunity to correct the issue. ******* then inquired how he would know that the repair by Integrity would be proper and it was stated that information would need to be confirmed.
  
  9.         April 3, 2025. ORHP contacted Mr. **** to explain the options. He could either allow Integrity to return and make the repairs or he would have to pay the non-covered costs that Relentless was charging. A voice message required to be left. **********
  
  10.       April 4, 2025. ORHP contacted Mr. **** to again explain that due to Integritys prior repair causing the issue, they should be afforded the opportunity to correct the issue. The current non-covered portion charged by Relentless was $5,477.50. This was left via voice message.
  
  11.       April 8, 2025. ******* contacted ORHP to report that Integrity has not contacted him to schedule a return. He inquired as to what ORHP was doing to rectify the issue. It was explained that ORHP would reach out to the contractor relations department for assistance.
  12.       April 9, 2025. ORHP contacted Mr. **** to inquire if the Integrity technician had contacted him. ORHP was informed that Integrity had not contacted Mr. ***** Mr. **** then demanded that a Manager contact him.
  
  13.       April 14, 2025. ORHP contacted Mr. ***** It was explained that a Manager has his message and is reviewing the file. Mr. **** states that Integrity wont be able to arrive until April 22 or 23. He states he doesnt have confidence in that fact. Mr. **** states he will not wait any longer and states would request arbitration if necessary.
  
  14.       April 15, 2025. ******* contacted ORHP three times to request to speak with a manager. He was informed each time that the manager was not in and would contact him the next day.
  
  15.       April 16, 2025. The supervisor who spoke with Mr. **** contacted him. She explained she spoke with the manager and would like to allow Integrity the opportunity to speak with him and schedule an appointment. It was explained they had until the end of business that day. ORHP contacted Relentless and confirmed that they could complete the work. They informed ORHP that they could, however, it would not be until at least April 22. ORHP contacted Mr. **** and provided that information to him as well. Notes indicate that Mr. **** is not willing to wait until April 22. It was further explained that Integrity provided the same time frame and he should allow them to return to reduce or eliminate any non-covered costs for repair.
  
  16.       April 21, 2025. The ORHP supervisor contacted Mr. **** to explain that ORHP is providing coverage in the maximum amount of the Plan as $1,750.00, less any labor for diagnosis. This is to cover the full amount of the slab leak limit of liability and permits. ORHP is providing goodwill of the additional $1000.00 for enhanced slab leak coverage, that Mr. **** did not choose upon purchase of the Plan. Mr. **** then requested information about arbitration. It was explained where in the Plan that was located.
  
  17.       April 23, 2025. The ORHP supervisor contacted Mr. **** to confirm the amount of the reimbursement. It was confirmed as $1,590.00 and payment will be processed on Friday May 2, 2025.Payment will arrive within the next 21 business days.
  
  If Mr. **** desires to have any additional money provided, he will need to speak with Integrity Mechanical Solutions general liability insurance company. ORHP will be happy to assist if Integrity is unwilling to cooperate. If there are any questions, Mr. **** can reach me directly 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

• Initial Complaint

  Date:04/18/2025

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  We requested service on 2/20/25 regarding a plumbing backup in our house. After the contractor came out to inspect, it was determined that there was a mainline blockage that could not be removed.The contractor did not try to hydrojet, even though we asked and that should be covered under our home warranty. He simply said it wouldn't work. Instead, he said it would require a $15,000 replacement, which would not be covered by the home ************************* do our due diligence, we asked another contractor (that we contacted directly) to provide a second opinion. This contractor was ****** Champion. He confirmed that there was a mainline blockage; however he said it *could* be hydrojetted. He hydrojetted it free and we have had no issues since then (2/22/25).We simply request that Old Republic pay us the amount charged for the hydrojet service ($650). A $650 credit or extension to our home warranty would also be happily accepted, if getting a refund is not possible.We have appreciated Old Republic's services every time we've needed to submit a request until now. But this one contractor (*************) that Old Republic sent did them a disservice.

  

  Business Response

  Date: 04/29/2025

  Dear BBB,
  
  Regarding the service request for the plumbing stoppage 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 as a renewal on December 30, 2024, with an effective date of December 30, 2024. (CA 7.0 ******************* Renewal with optional for *** limited roof leak, washer/dryer/kitchen refrigerator,enhanced slab leak/external plumbing and septic system coverage). The plan document has limits and exclusions and required trade call fees.
  
  Pursuant to that plan a service request was submitted for the drains being back up and toilets would not flush on February 20, 2025. ORHP assigned ************, an **** in-network service provider, to ***** 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.         February 20, 2025. ******* contacted ORHP via the online portal to submit the service request for the drain line stoppage. The service request was assigned to ************, an in-network service provider.
  
  2.         February 21, 2025. ************ reported that they attempted to clear the drain with a snake and alleged that there was a belly in the line. At that time, the ORHP associate denied coverage as not listed as covered. This denial was communicated to Ms. *********
  3.         February 26, 2025. ORHP received an email stating that the issue was resolved by an outside contractor via use of a hydro jet process. ORHP then reached out to ************ to inquire as to how they determined there was a belly in the line.  dispatched A Plus to return to inspect the unit and determine if there was an issue with the heating portion. This was communicated to Ms. ******** via voice mail, with additional instructions to submit the invoice for the hydro jet
  
  4.         March 01, 2025. ORHP received a call from ************* They confirmed that they were able to see the belly issue in the line. **** then confirmed the denial.  
  
  
  Upon receipt of the BBB complaint and further review, it is determined that coverage for the hydro-jet procedure will be reimbursed. This should have been done prior to denial for any issue with the line. 
  
  I need Mr. **** to submit the invoice for the hydro-jetting service to ************************************ Upon receipt, a check for that amount will be provided. The check will arrive within 21 business days of receipt of the invoice.
  
  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:04/16/2025

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  On 04/02/2025 my girlfriend placed a call to Old Republic Home Protection Company to open a claim for the heater not working in our recently purchased home.She was asked many questions as to closing and move in dates, which she answered to the best of her ability while driving (on hands free) and not near a calendar.Nothing came of this claim, we received no response for Old Republic therefore, I placed a call to my realtor who advised me the claim had been denied. I later received a call from Old Republic who left a messaged saying they wanted to refund me $300. I am confused, not sure what this refund is for and since Old Republic never sent me an email, reference of my claim or letter of denial, I called them personally on 04/02/2025 at which point I was told we were denied due to my girlfriend getting the wrong move in date. This makes no sense as our coverage started on 3/26/2025. From 3/26/2025 to today, the only day it rained and was cold was on 3/31/2025, the day we attempted to use our heater and it failed to work, which according to my contract, I was ********** I said, 3/31/2025 was the only day it was cold and it was a day prior to our call to Old Republic. By all accounts, my girlfriend made a simple mistake that has no bearing on the coverage date and date of loss.Old Republic has been unprofessional in their handling of my claim and I believe they are looking for excuses to not repair my heating unit.

  

  Business Response

  Date: 04/28/2025

  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 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 order to provide a better evaluation of the issues, I will need a copy of the home inspection that was performed. I will be reaching out to Mr. ***** directly via email at ***********************************************************.  ************ has any questions, he can reach me directly at the above email address.
  
  
  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:04/14/2025

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I am filing this formal complaint due to the issues we had with a garage door repair performed June 30, 2022 by the contractor they required us to use, *****************************. After the springs on our garage door broke, we filed a claim through Old Republic, and ***************************** was dispatched to perform the repair which we paid $75 for them to do. Unfortunately, we did not know they installed the wrong size springs until the springs again failed less than 3 years later. The wrong sized springs being installed ultimately led to premature failure of both the replacement springs and our garage door opener. This has caused both inconvenience and additional out-of-pocket expenses to us. To further complicate matters, we recently discovered that ***************************** is no longer in business. When we attempted to follow up with them directly, we reached a different company that had taken over their phone number. That company informed us that they have no affiliation with the previous business and are not responsible for any past work or warranty claims. As homeowners, we trusted Old Republic to connect us with qualified professionals who would perform work in accordance with industry standards. Unfortunately, the improper installation has now resulted in additional damage, expenses, and safety concerns. We had to pay for a new garage door opener and the correct sized springs totaling $800. I contacted Old Republic and they said they can't and won't do anything to make this right.

  

  Business Response

  Date: 04/28/2025

  Dear BBB,
  
  Regarding the service request for the garage door 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 most recent plan was purchased as a renewal on June 22, 2023, with an expiration date of June 22, 2024. (AZ 6.3 Platinum Total Care Renewal). The plan document has limits and exclusions and required trade call fees.
  
  Pursuant to that plan a service request was submitted for an garage door issue on June 29, 2022. ORHP approved the replacement of the broken springs and the work was completed on or about July 2, 2022 by Citiwide Garage Doors, an ORHP in-network 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.         June 29, 2022. Ms. ********* contacted ORHP to report that the spring for her garage door was broken. The service request was accepted by *****************************  
  
  2.         July 2, 2022. ORHP receives a bill from Citiwide that the new springs were installed.  
  
  3.         July 20, 2022. ORHP pays Citiwide for the replacement of the garage door springs.  
  
  4.         June 22 2024. The most recent warranty Plan renewal expires
  
  5.         April 8, 2025. ORHP received a call from Ms. ********* stating that she has an outside technician arriving to complete repairs. The outside technician alleges that the springs that were installed were not proper for the size of the door. It was explained to ************ that she does not have an active Plan for which to submit a service request. ORHP provided Citiwides contact information to Ms. ********* and send a damage letter via email.
  
  6.         April 14, 2025. ************ contacts ORHP to state that ******** is no longer in business. It was explained that the installed springs lasted over 2 and half years. There is no longer a Plan in effect. ORHP cannot provide coverage.  
  
  7.         April 15, 2025. ORHP provided Ms. ********* the damage department information.
  
  8.         April 18, 2025. ORHP contacted Ms. ********* and inquired if there was any actual damage to the home. It was explained that the damage was to the garage door opener itself. It is alleged that incorrect springs were installed and that is what caused excessive stress to the opener.
  
  9.         April 25, 2025. ORHP received the current BBB complaint.
  
  ORHP understands the frustration for having an issue with the garage door opener.However, there is no longer a Plan that is active. Therefore, **** is unable to assist with any issues that are alleged due to the springs that were installed in July of 2022.
  
  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: 05/02/2025

   
  Complaint: 23204573
  
  I am rejecting this response because:  

  I am writing to formally contest Old Republics denial of my recent claim regarding the damage to my garage door.  While I understand they have stated that my protection plan is no longer active, I would like to clarify that the damage that occurred was caused while my plan was still in effect.  I reported it to Old Republic as soon as I was made aware of the incorrect spring installation.  I was required to use one of Old Republics approved contractors. That contractor installed incorrect-size springs on my garage door.  I was required to pay Old Republics deductible for the repair.  As a result, the springs failed prematurely after only 2.5 years far earlier than expected and this failure caused my garage door opener to break prematurely as well. Had the correct springs been installed at that time, they would have lasted well beyond 2.5 years, and the subsequent damage would have been avoided.

  Given these circumstances, I respectfully request that you review the details of the policy coverage we had when the incorrect springs were installed and the role of the assigned contractors improper installation in this failure. Please provide a clear explanation referencing why the required contractor installed the incorrect springs WHEN WE HAD ACTIVE COVERAGE, and how this is not the fault of Old Republic.  I am happy to provide supporting documentation, including the incorrect springs (I still have them), repair estimates, and records of the original service visit and deductible payment.  
  

  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, there is no longer a Plan that is active.The last plan expired on June 22, 2024.  Therefore, OHRP is unable to assist with any issues that are alleged due to the springs that were installed in July of 2022.
  
  
  Best regards,  
  
  ** ****
  Plan Compliance Manager
  Old Republic Home Protection

  Customer Answer

  Date: 05/05/2025

   
  Complaint: 23204573
  
  I am rejecting this response because I have do not find it satisfactory. Old Republic required me to use their assigned contractor, and I was not given the option to choose a qualified contractor of my own. Unfortunately, the contractor they provided installed the wrong springs on my garage door, which led to premature failure of both the springs and the door itself. Had a competent and properly experienced garage door installation company been used, this issue could have been avoided.
  I would like to request further assistance from the BBB to help resolve this matter.
  Sincerely,
  
  ******** *********

• Initial Complaint

  Date:04/09/2025

  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.

  This warranty needs to do better! I am deeply frustrated and unsatisfied with how my case is being handled. As a warranty company you need to do better in sending qualified local companies and not companies 2hrs away that cannot be reached. I've had an ongoing AC/HAVAC issues since last yr that has not been fixed. DO BETTER- I don't intend to renew after my last experience with them unless my case is resolved.

  

  Business Response

  Date: 04/11/2025

  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 us to resolve their service request in a timely and professional manner and when this does not occur, steps are taken to review what went wrong and implement improvement.
  
  ORHP has assigned a single associate to work with Ms. ********* to resolve the issue. ORHP has transferred the service request to one of the previous providers. They will provide ORHP with a report and anything that has changed since they last arrived at the property. That servicer, Trademasters, had been given the direct contact information for the ORHP associate assigned to this work order.
  
  According to the notes, there is an appointment scheduled today, April 11. Once the diagnosis report is received, a determination of coverage will occur. Ms. ********* can reach me directly at *********************************** with any questions.
  
  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:04/03/2025

  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.

  My wife and I have had no AC in our home since March 18th. It is now April 3rd (over 2 weeks later), and we still have not had a resolution to have our AC fixed. We live in ******* and each day for the last week the temperature inside the house has reached over 80 degrees with 70% humidity, somedays even 84 or 85!!Here is a timeline of events:3/18: Our AC no longer was blowing cold air, so we paid the $100 deductible with Old Republic (O.R. for short) to receive service from a local company. We were assigned a company that was well reviewed so we were excited that everything should go smoothly :)3/19: AC technician named ***** came and diagnosed that our AC was low on refrigerant due to a leak from the *** valve and would need to be replaced. He then sent this report to O.R. to get it approved. 3/20 - Called O.R. to confirm they got the report, they said they did not (this was after AC company was already closed).3/21 - Called AC company in the morning and they confirmed they had sent the report but hadn't heard anything back. Played middle man to O.R. that it was in fact submitted and they told me that I'd get a call back later that day or the next with a status update after it was reviewed. 3/22 (No return call as O.R. promised)3/24 Called O.R. again asking for an update and was told it still needed approval but I'd get a call back tomorrow. 3/25 *radio silence...*3/26 AC company tried to put in a second claim with OR, still no update 3/27 Spoke again with AC company and she told me she'd been on hold for hours and couldn't get anyone at O.R. to approve claim each time she'd called. I called O.R. and asked for a supervisor. Spoke to ***** who blamed it on the *********************************** and told me she'd call with an update by the morning. Spoiler alert: I never got a *******'s now 7 in the evening and my wife and I are sticky, sweating sitting in our 80 degree home! Old Republic will happily take your money, and provide nothing in return.

  

  Business Response

  Date: 04/14/2025

  Dear BBB,
  
  Regarding the service request for the **** issue; on behalf of Old Republic Home Protection (ORHP) and its employees, please extend our sincere apologies for the circumstances outlined in Mr. **** letter.
  
  I assure you ORHP employees value the trust each of our Plan Holders place in ** to resolve their service request in a timely and professional manner and when this does not occur, steps are taken to review what went wrong and implement improvement.
  
  In connection with my response to the above complaint, I have reviewed the plan that was purchased. The plan was purchased on October 29, 2024, with an effective date of October 31, 2024. (FL 7.0 Silver 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 **** system not cooling to the desired temperature and a noisy fan/blower on March 18, 2025 via ORHPs online service request portal. ORHP immediately dispatched ********** Air Conditioning and heating **** and ORHP 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.         March 18, 2025. Mr. **** contacted ORHP to report that the **** system was not cooling to the desired temperature,and the fan or blower was noisy. ************************ was assigned the service request.  
  
  2.         March 20, 2025. Mr. **** contacted ORHP to report that ************************ stated they had to correspond with ORHP to confirm coverage prior to completing a repair of the unit. ORHP contacted ********** Air and they explained that the report would be submitted by no later than the next morning. This was communicated to Mr. *****
  
  3.         March 21, 2025. ORHP received another email from Mr. ***** ORHP again contacted ********** Air, this time via email, to obtain the necessary report.  
  
  4.         March ******** ORHP contacted Mr. **** to explain that the service report had been received,however, there was information that was not included. ORHP again contacted ********** to obtain that information. ********** explained that the costs in the report that were submitted were current and that adjustments would need to be made. ORHPs contractor relations team was working with ********** to update prices.  
  
  5.         April 4, 2025. ORHP approved the replacement of the failed thermos-expansion valve and Mr. **** approved the $95.00 in plan non-covered costs.  
  
  6.         April 11, 2025. Mr. **** contacted ORHP to explain that the authorized repairs were completed, however,********** found other issues. It was explained that ORHP would need that report of the additional failures in order to make a coverage decision.  
  
  7.         April 14, 2025.  ORHP again contacted ********** via phone to attempt to obtain the current issues. ORHP contacted Mr. **** to explain that calls were being made to obtain that information. Another email was then sent to have the report submitted. I have reached out to the Director of our contractor relations department to involve them due to the delays in obtaining the reports in a timely fashion.
  
  
  A copy of the report must be received prior to any determination of coverage can be made. Once that report is received, it will be reviewed immediately. I have had the request changed to priority to facilitate quicker action from any **** department.
  
  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: 04/21/2025

   
  Complaint: 23158477
  
  I am rejecting this response because:

  It's now Monday, April 21st, ********************************************* our home (since March 18th, 2025). In *******. With temperatures reaching 89F and climbing as we approach summer.

  I received an email from ** **** informing me there was a new AC company assigned on April 15th, 2025 (after the previous company Old Republic assigned hadn't fixed our AC). The new company assigned last week was quick to come out and inspect it the same day. They also typed up their report of their findings with pictures and sent it in ASAP. However it's now been 6 days since and I haven't heard an update from Old Republic. Still no Air Conditioning. Our home reaching well into the high 80's in ********

  I responded to ** ****** email for an update as we've had no AC now for a month in our home, but he never responded.

  This experience is very frustrating. My wife and I are new homeowners and we got this warranty thinking we'd have peace of mind if something cropped up in our home. Old Republic is continuing to let us down.

  I'm afraid it's looking like we'll have to warn everyone we can and even go to the media with our experience about how terrible Old Republic treated us, so that no one else falls into this trap.

  Sincerely,
  
  ***** ****

  

  Business Response

  Date: 04/30/2025

  Dear BBB,
  
  Old Republic Home Protection (ORHP) is in receipt of the rebuttal for review and response. First to address the allegation that a response was not provided to Mr. **** email. A response was sent at 2:26pm on Tuesday April 15. That response stated that once ORHP receives the diagnosis report from the current service provider, **************************, a determination of coverage will be made.
  
  ORHP received the report from ****** on April 17, 2025. The report stated that it appeared that the unit had been rigged up to work. There were wires everywhere and parts were missing. They reported that the condenser failure did not appear to be from normal wear and use. It appeared that the issues were potentially caused by the previous technician.
  
  On April 21, ORHP provided authorization to proceed with replacement of the evaporator and condenser. However, there were items that the applicable Plan did not provide coverage. These included corrections of code violations,modifications of lines and duct work. These non-covered costs equaled $1,945.00 and would require Mr. **** approval and would be paid by Mr. **** directly to ******. This approval was received also on April 21.
  
  The necessary equipment was confirmed and ordered from a local supplier on April 22. I see notes showing that the work was completed on April 29. I have emailed Mr. **** for confirmation of the work being completed and the system operating properly.
  
  
  
  Best regards,  
  
  ** ****
  Plan Compliance Manager
  Old Republic Home Protection

• Initial Complaint

  Date:04/02/2025

  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.

  the underwriter set this account up I do not want them I have tried to contact them with no response at all sat on the phone for over 20 minutes trying to reach someone I want this contract canceled immediately

  

  Business Response

  Date: 04/14/2025

  Dear BBB,
  
  Regarding the request to cancel the Plan; on behalf of Old Republic Home Protection (ORHP) and its employees, please extend our sincere apologies for the circumstances outlined in Ms. ***** letter.
  
  I assure you ORHP employees value the trust each of our Plan Holders place in us to resolve their service request in a timely and professional manner and when this does not occur, steps are taken to review what went wrong and implement improvement.
  
  Ms.***** contacted ORHP on April 5, 2025 to request that the Plan be canceled. On April 5, 2025 the Plan was canceled per Ms. ***** request with an effective date of April 2, 2025.
  
  The Plan was canceled per the terms and conditions listed on page 10 or her Plan. The refund should arrive within the next 21 business days.
  
  If Ms. ***** has any questions, she is welcome to email 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

  Customer Answer

  Date: 04/14/2025

   
  Complaint: 23152992
  
  I am rejecting this response because:
  I never ordered this plan for myself and I was told they are not giving me my full refund which I do believe I am owed since I had no say in this transaction 
  Sincerely,
  
  *** *****

  

  Business Response

  Date: 04/15/2025

  Dear BBB,
  
  Old Republic Home Protection (ORHP) is in receipt of the rebuttal for review and response.  As previously stated, the Plan was canceled per the terms and conditions listed on page 10 or her Plan.The refund should arrive within the next 21 business days.
  
  If Ms. ***** has any questions, she is welcome to email me at ***********************************************************.
  
  
  Best regards,  
  
  ** ****
  Plan Compliance Manager
  Old Republic Home Protection

  Customer Answer

  Date: 04/15/2025

   
  Complaint: 23152992
  
  I am rejecting this response because:
  the web address he has stated does not let me message him

  I WILL NOT ACCEPT ANYTHING LESS THAN THE FULL AMOUNT

  LIKE I SAID I NEVER ORDERED THIS LOUSY COMPANY WHO CANNOT SEEM TO ANSWER THERE PHONE

  THIS WAS ORDERED ON MY BEHALF AND I WILL NOT ACCEPT ANYTHING LESS THAN WHAT WAS TAKEN FROM ME WITHOUT MY CONSENT
  Sincerely,
  
  *** *****

• Initial Complaint

  Date:03/31/2025

  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.

  Old Republic Home Protection has been my warranty company since May 2017 under a Realestate Sell - Platinum with ********** Plan - Contract # ******** During a regular tune-up on my A+ rated Rheem Package HVAC - Aire Solutions/***** said the condenser coils were leaking. ORHP hired Titan on 01/30/25 to assess. 02/5/25 ********** text me stating they were outside w/ a crane to install A/C package?NO appointment was made prior to install, the Py4G is damaged & stained & Titan left much undone :( 2/5/25 when I got home, I found the install was heavily DAMAGED on all 4 sides coils smashed & unidentified stains remain. My contract does not call for ORHP to buy & install a DAMAGED HVAC but ORHP decided to tell me to accept the damaged ***** w/ only a 5 year warranty...I filed a complaint with ******************************** 2/6/25 and sent and resent pictures of the obvious damages and out of code work. Over the next several weeks ORHP managers avoided my calls, and left me on hold for 1:26 minutes saying Auth. Manager IreneC would take my case 2/19/25 No attempt was made by ORHP to repair the ************ replaced Rheem came with factory galvanized Hail Guards. 3/14/25 I requested that ORHP replace this damaged ***** with a non damaged HVAC w/ its own factory Hail Guards ***** w/out research allowed only $200 to 2nd ntworkprovider/Marathon who quoted for a "make shift ************ kit" to AVOID replacing this damaged *****.?? Now Carrier/Dist. told *****-factory hail guards were not orderable. 3/17/25 ***** finally stated ORHP would replace the ***** with a new HVAC contained w/ its own hail guards....03/24/25 Problem is ***** and Marathon expect me to accept a 14Seer ******* with only a 2star reliability rating, a history of leaking, wiring & heating problems...3/25/25 When I didnt accept the lowest cost *******,- Comp.Dept ** **** blocked my access and stated "I would need to accept the 2star ******* OR a lowest cash pay out within 48hrs!" HELP Coercion *****

  Customer Answer

  Date: 04/04/2025

  SEE attached:PROOF/ pictures
   #1) HVAC/*****-DAMAGES-2/5/25
  #2)HVAC ******* a 2star Rating to replace Damaged 3star *****

  Page 2 ******* HVAC Package Rating @ 2stars with a history of problems ?SEE NO hail guards were given to replace my A+ RHEEM with factory Hail Guards. the *****:damaged unit had them but Titan/installer or ******/Seller removed prior to install  A Make shift hail guard/mesh roll and bolts is what IreneC Authr.Manager tried to give me:(3/6/25) SEE: Attached Research in picture form ORHP

  Customer Answer

  Date: 04/04/2025

  AZ BBB ADVISES ME TO SEND MY RESOLUTION CHOICE.
  1st a picture of my Rheem 2/4/25 from manual
  AND
  2nd-COMPARABLE RHEEM A+ rated by BBB
  that meets todays Standards and meets the efficiency & reliability standards of my replaced Rheem
  Please attach this RHEEM REPLACEMENT request to ORHP

  

  Business Response

  Date: 04/11/2025

  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 us to resolve their service request in a timely and professional manner and when this does not occur, steps are taken to review what went wrong and implement improvement.
  
  ************* has a warranty Plan that covers failures that are caused by normal wear and use. The Plan has stated limitations and exclusions to any coverage.The Plan states on page 6 that it does not guarantee matching dimensions,color, or brand Therefore, in offering the ******* unit, OHRP is in compliance with the terms and conditions of the applicable legal and binding Plan.
  
  ************* submitted the **** service request on January 19, 2025. Since that time ORHP has been communicating with Ms. ********** via either phone or email.However, due to the recent extremely high number of calls from Ms. *************** was required to block her number. She has not been blocked from email communications, which ORHP has received well over 100 emails. She has always had the ability to email ***********************************************************.
  On or about April 1, the issue of providing the payment in lieu and acting within the terms of the Plan were discussed with ORHPs General Counsel. At that time,in order to prevent any further delay, the decision was made to provide ************* with payment in lieu of repair.
  
  On April 8 ORHP sent Ms. ********** the detailed breakdown of the amount of the check. The check arrived, signature required, on April 9, to which she did sign and accept the check. After ORHP was confident that the check was received, ORHP emailed Ms. ********** stating that if she had any additional information such as estimates from her own contractors to provide, ORHP would be glad to review them.
  
  ************* has replied that she was happy to have received that email and that she should have 3 estimates emailed to ORHP by Monday April 14. ORHP will review them once they are received.
  
  ORHP appreciates Ms. ********** taking the time to provide her opinion and perspective of her service experience, which in turn, provides ORHP the opportunity to improve the service we provide to our customers.
  
  Best regards,  
  
  ** ****
  Plan Compliance Manager
  Old Republic Home Protection
  

  Customer Answer

  Date: 04/14/2025

  Mr ****/ORHP

  Had ORHP acknowledged my HVAC claim in a timely manner and not installed a damaged with NO hail guards a damaged ***** one call is all I would have madeSame as my text had ORHP acknowledged the damaged ***** and replaced it accordingly ORHP delayed action for the 1st 6 weeks   You Mr **** got involved after ORHP ***** C failed to provide the proper care to my claim

  IreneC let that 2nd service provider lowest bid a 2star ******* HVAC to replace the NO hail guard Damaged ***** they 1st installed 2/5/25 unannounced!   Insane!   The lowest cost out of commission ******* has a history of leaking etc   ORHP ignored my pictures and research and denied proper documentation  My ONLY recourse was to resubmit and resend my proof to receive proper HVAC provisions ORHP delayed denied and dismissed all UNTIL I filed my complaints beyond their doors.  ** **** has been nothing but rude and pushy, changing deadline dates by *************************************** **** they could possibly muster

  ORHP chose substandard HVACs to replace my smooth running Rheem of 19 + years.  My Rheem is highly rated and included the very necessary HAIL guards ORHP failed to provide on the ***** on 2/5/25Carrier told IreneC no hail guards can be ordered for that HVAC so IreneC chose a replacement that was decommissioned January 2023!!!   My proof and my follow-up was what got ORHPS attention finally!

  ** **** attempted to bully and coerce me and the *************** at ORHP drive that cart!   I received that low balled, insulting quote and threw up knowing what the REAL cost for consumers are!!! ORHP set out to undersell my claim and expected me to settle for damaged and decommissioned with NO questions ask  WHY?

  All avoidable All unacceptable

  I will be meeting today with the 3 reputable HVAC provider  I will meeting with family to compare all 3

  i expect ORHP to make up the difference between their low-balled pay out of ***** to meet todays HVAC standards NOT yesterdays warehouse rejects.  
  I appreciate the reconsideration and have graciously accepted ORHPs offer to reconsider their past decisions regarding my valid complaint, pictures and substantial research.

  I will forward all 3 estimates onto ORHP by Wednesday 4/16/25 if not sooner

  ***** **********  ***************************************************************** ************

   

   

  

  Business Response

  Date: 04/14/2025

  Dear BBB,
  
  Old Republic Home Protection (ORHP) is in receipt of the rebuttal for review and response. As previously stated, once **** has received the estimates, they will be reviewed. Additionally, it was explained to Ms. ********** via email response this morning, April 14, that ORHP has not stated it will increase the reimbursement. It was simply that ORHP would review the estimates.
  
  Best regards,  
  
  ** ****
  Plan Compliance Manager
  Old Republic Home Protection
  

  Customer Answer

  Date: 04/14/2025

   
  Complaint: 23138411
  
  I am rejecting this response because: ORHP HAS BROKEN THEIR CONTRACTUAL AGREEMENTS WITH THIS POLICYHOLDER.  ORHP IS NON COMPLIANT AND THEIR INTENT HERE IS NOT TO RESOLVE MY CASE

  THEIR  INTENT IS TO DENY DIMISS AND DELAY PAYING MY CLAIM IN FULL
  
  Sincerely,
  

  
  

  

  Business Response

  Date: 04/15/2025

  Dear BBB,
  
  Old Republic Home Protection (ORHP) is in receipt of the 2nd rebuttal for review and response. Again, as previously stated, once **** has received the estimates, they will be reviewed. Additionally, it was explained to Ms. ********** via email response this morning, April 14, that ORHP has not stated it will increase the reimbursement. It was simply that ORHP would review the estimates.
  
  ORHP had agreed that the prior unit was damaged and compiled a different system to be installed had Ms. ********** agreed. In lieu of the new system, ORHP offered to pay Ms. ********** $6,625.79. She did not provide a decision, therefore, in compliance with the terms and conditions of the legal and binding Plan, ORHP paid the $6,625.79 to Ms. ********** and it is confirmed received as of April 9, 2025.
  
  Best regards,  
  
  ** ****
  Plan Compliance Manager
  Old Republic Home Protection
  

  Customer Answer

  Date: 04/18/2025

   
  Complaint: ********
  
  I am rejecting this response because:
  ORHP HAS DECIDED WITHOUT NOTICE TO FURTHER HARM ME BY DECLINING TO  MY RENEW MY PLAN THAT EXPIRES MAY 15 2025  AGAIN I HAD TO RESEACH AND GRILL TO GET SOLID RESPONSES ABOUT MY YEAR HOME WARRANTY WITH ORHP 1st SOLD DAMAGED HVAC 2nd GOOFMAN DECOMMISSIONED HVAC ACCEPTED BY ORHP FIR LOWEST BID 3rd FORCED CASH IN LIEU ** **** Compliance Manager Retracting his agreement to me 3/25/25-date  ESTIMATES (5) SENT FOR ORHP RECONSIDERSTION IN LOW BALLED CASH IN LIEU SENT WITHOUT MY AUTHORIZATION  I SENT THAT PROOF DIRECTLY TO MY ASSIGNED ASPENB AT BBB ASKING HER TO FORWARD A CHAIN OF EMAILS ON THE ABOVE, with Al ***************************** style="font-size: *****rem; -webkit-text-size-adjust: 100%;">Aspen B to attach Friday 4/17/2(

  Thank you

  BBB COMPLAINT # ********

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

• Initial Complaint

  Date:03/31/2025

  Type:Product 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 filed a claim for my dishwasher in February 2025. A service provider was assigned to me, but I was never contacted. I had to reach out after almost a week to make an appointment with the service provider. I had to pay the fee (which Old Republic recently increased). A service provider came out to my home and diagnosed the issue with my dishwasher, saying they will order parts and it should take about 2 weeks to receive them. A month later, no word. I received an email saying that my ticket had been closed. I received a second email saying that my parts had been ordered, almost A MONTH after the diagnostic visit. Confused, I called Old Republic. They said their system has a fault where once the diagnostic visit is complete, it says the job is complete, even when its not. I contacted the service provider, who said they have no parts and as far as they know, the job is complete. I contacted Old Republic AGAIN, and was told that the service provider is incorrect. The parts were ordered. It has been a month and I still have no working dishwasher, with no guaranteed date of when the parts will be delivered or when it will be repaired. Any communication I have received, has either been incorrect, or I have had to reach out to them, instead of them reaching out to me. I am very frustrated and unsatisfied with the service I have received so far. I would like a refund of my service call fee for the huge inconvenience and still incomplete job.

  

  Business Response

  Date: 04/11/2025

  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 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 on January 30, 2025, with an effective date of January 30, 2025. (CA 7.1 Silver Plan Renewal). The plan document has limits and exclusions and required trade call fees.
  
  Pursuant to that plan a service request was submitted for an dishwasher issue on February 28, 2025. ORHP assigned Kerenza Appliance Repair, an **** in-network service provider, to address the issues.
  
  My review included service provider notes, authorization agent notes and supervisor notes. A timeline of the events surrounding your complaint is listed below.
  
  1.         February 28, 2025. The Plan Holder contacted ORHP to report that the dishwasher was not completing cycles,not drying dishes and had error code nE. The service request was assigned to ************************, an in-network service provider.
  
  2.         March 6, 2025. ******* reported that the control board, motor/pump assembly and a switch had failed. ORHP researched the and ordered the requested parts. The ****** were left a voicemail stating the current part on order status.
  3.         March 26, 2025. ORHP received a call from *** ****** He stated that he reviewed his online portal and the claim was showing completed. It was explained that the work order was approved for repair and that the parts had been ordered. It was explained that the status would be corrected.
  
  4.         March 27, 2025. ORHP contacts the part supplier and confirms that the parts are on order and available. Sends updated message to ******* stating parts are ordered and work order is not closed.
  
  5.         March 31, 2025. *** ***** contacts ORHP to again state that he has gotten a notification that the work order is completed. It is explained that the parts are ordered, and Kerenza is aware. *** ***** also states that Kerenza is telling him they also got the same work order completed notice. Research is being done to determine the issue. Another email is sent to ******* explaining that parts are ordered and that the work order is not competed.
  
  6.         April 11, 2025. ORHP received the BBB complaint due to the delays.
  
  
  After reviewing the entire work order, I have forwarded the work order to our authorization department for resolution. Someone will be reaching out to *** or Ms. ***** within the next 24 hours. If no one reaches out, they are welcome to email 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: 04/11/2025

   
  Complaint: 23140410
  
  I am rejecting this response because:

  The job is still not complete, over a month after the claim was filed. What recourse do we have, other than to request a refund of the service call fee? Are we just at the whim of Old Republics terribly slow timeline, regardless of how long it may take, or how unprofessional the service is? 

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

  

  Business Response

  Date: 04/14/2025

  Dear BBB,
  
  Old Republic Home Protection (ORHP) is in receipt of the rebuttal for review and response. As stated in my response on Friday April 11, that the request had stalled awaiting the service provider ******** response to their request for a status.
  
  It was explained I have forwarded the work order to our authorization department for resolution. Someone will be reaching out to *** or Ms. ***** within the next 24 hours. It is apparent no one reached out; however, I did not receive an email at *********************************** as I requested if no one contacted Ms. ****** Had I received said email, I would have been able to investigate quicker.
  
  I have reached out to the Director of Authorization for their assistance. If ******** does not receive any communication by 1:00pm PST Monday April 14, she should email me directly at the above email address.
  
  
  Best regards,  
  
  ** ****
  Plan Compliance Manager
  Old Republic Home Protection

  Customer Answer

  Date: 04/15/2025

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

  I have been offered financial compensation to replace my dishwasher and I have accepted.
  
  Sincerely,
  
  ****** *****

• Initial Complaint

  Date:03/27/2025

  Type:Sales and Advertising 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.

  Bought the house 3 days in had a leak in kitchen called warranty (old republic) sent one plumber out who found leak but didn't fix it, recommend another set of plumbers who came in made huge holes and said the house had black mold and water damage and would need to call home ins but he had someone who would call the insurance place and fix everything called them over next day they tire my carpet in 2 rooms and a tile from floor going ************ and hallway asked for 2500 cash the next day for ins deductible.. The plumbers then continued to so call fix problem .. Few days go by and leak starts again call home republic and get another plumber who fixes it and fixes drywall... Realizing I was being scammed I let home republic know about the problem with 3 months later there still trying to fix the situation. And there solution is me talking to the same company who tried scamming me to get my money to fix the carpet and tile... And to top it off last plumbers fixed it about 3 weeks ago and now I had to call rotor rooter because I have the kitchen sink water coming up my bathtub. So none if there plumbers did anything or just made everything worse. I do not believe They are professional a company should have there to take responsibility for the people they hire to go to peoples houses. I had barely moved in not even a week when this all started and I'm still not comfortable. They act like it's nothing but being scammed is very important and dangerous.

  

  Business Response

  Date: 03/28/2025

  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 ** 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 December 9, 2024, with an effective date of December 23, 2024. (CA 7.1 Silver Plan with optional AC,Washer/Dryer/Kitchen refrigerator coverage). The plan document has limits and exclusions and required trade call fees. The Plan does not cover for consequential or secondary damage caused by any failure whether or not the failure is covered.
  
  Pursuant to that plan a service request was submitted for a plumbing leak on January 2, 2025. ORHP assigned the request to American Plumbing & Heating, an **** in-network service provider, to provide a determination of failure.
  
  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 2, 2025. *********** contacted ORHP to report that there was a leak in the plumbing. The service request was assigned to ***************** & Heating, an ORHP in-network service provider.
  
  2.         January 3, 2025. American reports that the leak appears to be in or under the slab. They state that water is coming up through the flooring in the kitchen and see evidence of mold outside where water is leaking. They requested that the work be transferred to a company with leak detection equipment. ORHP assigned the work to Pro Integrity **************
  
  3.         January 7, 2025. Pro Integrity provides ORHP with a diagnostic report. They explain that the leak is in the drain line in the kitchen/laundry area. They will need to access the leak via the walls in those areas. ORHP has a discussion with Ms. ******** related to the secondary damage caused by the leak. The ORHP warranty does not cover for secondary damage and she is advised to file a claim with her home owners insurance. Royco Plumbing was assigned the request to repair the holes in the drywall. That work was authorized and then completed on or about January 16,2025.
  
  4.         January 14, 2025. *********** contacts ORHP to explain that Pro Integrity arrived and also had a restoration company out to do work related to the water damage. The restoration company had removed carpet and tiles and was starting to remove drywall, all due to the alleged water damage. Ms. ******** asked them to leave that she had not authorized them to initiate any work. Ms. ******** requested a Supervisor in order to discuss the damage that the restoration company had created.  
  
  5.         January 15, 2025. An ORHP supervisor contacted Ms. ******** and the issues with the restoration company assigned by Pro Integrity Plumbing. She had not authorized them to perform any work. She did state that the plumbing leak appeared to have been repaired by Pro Integrity. The Supervisor requested that photos be sent of the current state of the repairs. The Supervisor reviewed the photos and contacted Pro Integrity. They stated that Ms. ******** authorized them to have the restoration company arrive and initiate the work. The Supervisor explained that the carpet was tore out and tile removed, however, Pro Integrity stated they were unaware of those specific facts. The ORHP supervisor called the restoration company to discuss the issues, however, a voice message was required to be left.
  
  6.         January 21, 2025. ORHP contacted the restoration company again. However, again a voice mail was left. The Supervisor contacted Ms. ******** to ask if she had a bid for repair/replacement of the carpet and tile and none had been received. She was advised that she may have to have a retail bid and then place a claim against the restoration company and Pro Integrity Plumbing. The Supervisor was able to speak with the owner of Pro Integrity related to the issue. He was going to discuss the issues with the team that contacted the restoration company. It was explained that as the Plan does not cover for secondary damage, any restoration work must be approved by the Plan holder, Ms. ******************************************************************* February 4, 2025. *********** contacted ORHP stating that there appeared to be another leak under the kitchen sink. She advised she did not want Pro Integrity, therefore, OHRP assigned Royco Plumbing to address the current issue.
  
  8.         February 12, 2025. Royco submitted the estimate showing that the leak was in the slab of the home. The work was authorized. It was completed on or about February 13, 2025.  At this point, ORHP had fulfilled its Plan obligations related to repair of the plumbing leak. Any additional assistance was strictly helping Ms. ******** to address the issue caused by the restoration company.
  
  9.         February 19, 2025. ORHP received an email from Ms. ******** stating that there was asbestos discovered in the home.She was seeking assistance with the cost of the repairs needed for the damage caused by the restoration company. As previously stated, the Plan specifically excludes coverage for secondary damage. It was explained to Ms. ******** the limited extent that ORHP can assist. She disagreed stating that ORHP assigned Pro Integrity. Ms. ******** insisted on speaking with the Supervisor, ********** The issue with Pro Integrity was provided to ORHPs contractor relations (**) team.
  
  10.       February 26, 2025. ORHP ********************* spoke with Ms. ******** and it was confirmed that she had not contacted the restoration company that arrived and proceeded to perform work.She explained that when Pro Integrity was at the home, they explained that restoration would be necessary and that they could arrive the next day. Ms. ******** stated that she worked 3rd shift and could they arrive at 11am. However,they arrived at approximately 9am and her parents allowed them into the home.She stated that Pro Integrity made the appointment for her. ORHPs contractor relations (**) team started to contact Pro Integrity to discuss resolutions.
  
  11.       March 3, 2025. *********** contacted ORHP via email to inquire about the status for damages caused by the restoration company. ORHP advised of the involvement with the ** team.
  
  12.       March 13, 2025. ORHP receives email from the owner, *****, of Pro Integrity. That communication stated that Pro Integrity does not associate with any restoration companies.However, it appears that the technician, ******, made that call and scheduled the appointment. ***** stated that they would have ****** contact the restoration company and have the issue resolved. ***** requested 30 days to resolve the issue. This new information was communicated to Ms. *********
  
  13.       March 21, 2025. ORHP learned from ***** of Pro Integrity that the restoration company was taking responsibility for the issues in Ms. ******** home and that they were working for a resolution. ORHP then contacted Ms. ******** to confirm that she had been in contact with either Pro Integrity or the restoration company. She stated she had not and that she did not want anything from either of them and also did not want any contact OR payment from either of them. ORHP inquired as to another solution. Ms. ******** stated they could provide ORHP the payment and then ORHP would send her the payment. It was explained that ORHP could not facilitate that process. ORHP does not provide coverage for secondary damage nor its repair.  
  
  
  To summarize, the leak in the plumbing was covered by the applicable Plan in full.ORHP completely understands the frustration with the damaged caused by the restoration company recommended by the Pro Integrity technician, ******.However, both Pro Integrity and the restoration company are independent businesses and are not agents nor employees of ****. Furthermore, the Plan specifically excludes any coverage for secondary damages.
  
  Additionally,the restoration company has made the offer to cover the cost of correcting their mistakes. However, Ms. ******** has refused to accept that payment or any contact from both the restoration company or Pro Integrity.
  
  ORHP was under no obligation to assist in the resolution of the correction of damage caused by the restoration company secured by ******. However, in an effort to be a good partner with Ms. ********* ORHP worked diligently to facilitate a resolution, of which Ms. ******** has refused.
  
  At this time, ORHP will no longer assist and any and all resolution will be between Ms. ********* Pro Integrity and the restoration company.
  
  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: 04/09/2025

  My problem is still the fact that MY warranty company  an not take responsibility for a mess up.. Yes it's there fault as well they hire the people to go into our houses there not here they send these people and the people end up being no good and then I still have to talk to the people that just tried to steal from me and ask them for my money back.. Is it just me or does that sound  hideous would they do it if they were in my shoes.. That could be dangerous in so many ways.
  . When the responsible thing to do would have been pay the damage and  get there money back from the people they deal with to hire these workers.

  

  Business Response

  Date: 04/09/2025

  Dear BBB,
  
  Old Republic Home Protection (ORHP) is in receipt of the rebuttal/follow up for review and response. As previously stated, ORHP was under no obligation to assist in the resolution of the correction of damage caused by the restoration company secured by ******, a technician from Pro Integrity, not an employee or agent of ORHP. However, in an effort to be a good partner with Ms. ******************************* worked diligently to facilitate a resolution, of which Ms. ******** has refused.
  
  As stated, the restoration company has made the offer to cover the cost of correcting their mistakes. However, Ms. ******** has refused to accept that payment or any contact from both the restoration company or Pro Integrity.
  
  The Plan has clear language related to the relationship between an independent in-network service provider and ****. It states that the independent contractor is not an agent nor an employee of ****. Furthermore, the Plan states that ORHP is not responsible for any issue caused by an independent contractor.
  
  Any resolution must be between Pro Integrity, the restoration company and ************
  
  
  Best regards,  
  
  ** ****
  Plan Compliance Manager
  Old Republic Home Protection