Important information
- Customer Complaint:BBB’s file for Old Republic Home Protection was created in
November 1989. A review of complaints was completed in March 2025. Complaints
on file concern issues related to claims processes and reimbursements.
BBB encourages consumers to review the links below that details the company’s
claim processes and reimbursements for services outside the contract.
https://www.orhp.com/homeowners/resources
https://www.orhp.com/homeowners/faq
Complaints
This profile includes complaints for Old Republic Home Protection's headquarters and its corporate-owned locations. To view all corporate locations, see
Customer Complaints Summary
- 929 total complaints in the last 3 years.
- 212 complaints closed in the last 12 months.
If you've experienced an issue
Submit a ComplaintThe 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:08/02/2022
Type: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 ** went out (in ******* **) on 07/15/2022 is when we filed a claim with them. 07/20/2022 the repair guy showed up. Told us what the problem is and left. Did not hear from repair or the protection company. We called the repair company and they said they sent the paperwork to the home protection company 07/25/2022. On August 1 we call the protection company. They told us any part over 500 they have to buy and they are ordering parts from July 21 so they have no idea when the part will get order. Remember still in ******* in July and have a baby due soon. This is not how to treat a policy holder. Their policy does not state anywhere that about the part. I want they to get the part today and get it installed as soon as possible.
Business Response
Date: 08/03/2022
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.
According to the file the service request for the **** issue was submitted on 7/19/20. It was incorrectly dispatched to the wrong servicer. This was immediately corrected and it was then assigned to Maximum Comfort Specialist since they had just performed a prior repair.
This time they found a failure to the blower motor and a capacitor. This was submitted to ORHP on July 28, 2022.It was authorized on August 1, 2022 and on August 2, 2022 Maximum Comfort was asked if they could supply the parts. Per Brit at Maximum Comfort they are unable to supply the parts. At that time, ***************** asked about reimbursement amount and ORHP is currently awaiting our purchasing department to provide pricing so that amount can accurately be communicated to ******************.
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 ProtectionInitial Complaint
Date:08/02/2022
Type: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.
a/c stopped working on 07/08/22. Requested a service call on 07/09/22. Technician came to the house to inspect the a/c on 07/09/22. Parts were requested on the same day according to technician. The status on the claim hasn't change since the claim was opened. Impossible to contact the insurer. My agent has quit the job. The service provider says his hands are tied since the insurer is responsible to provide replacement parts.Business Response
Date: 08/03/2022
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.
According to the file the service request for the **** issue was assigned to Rican Heating and AC on July 9, 2022. However, ORHP never heard back from Rican when multiple calls were made to obtain more information. At the current time,Ricans general liability insurance policy has expired, this policy is required by ORHP to be an in network provider and perform work. Therefore, the request was transferred to another provider, A+ Comfort Air & Heating LLC on August 3, 2022.
A+ Comfort should be reaching out to ************** to schedule an appointment to confirm the failure and provide an estimate for repairs. Once received, it will be expedited as quickly as possible.I have currently changed the service to a priority service request. If ************* would like to call to schedule an appointment quicker, he can reach them at ************.
ORHP understands the frustration with having longer than desired hold times. Please understand it is the heart of the **** season. I assure you ORHP is working hard to resolve all our Plan holdersissues as quickly as possible.
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 ProtectionInitial Complaint
Date:08/02/2022
Type: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.
Plan Number: ********** Work Order Number: 6887-7589 Service Request: Authorized *************************** Garage *********** Service *********************** ***************. ************** Paid: $775 I called ORHP and told them the situation. My garage door spring broke and I dont have time to go through an ORHP provider. I asked if I can just call a company searching ****** and get reimbursed once they finish. The representative said "Yes of course. All you have to do is once you receive the invoice, email that to us and we will send you a reimbursement check". I asked if there is anything else I need to do and she stated "NO". Unfortunately after sending the invoice and calling several times to follow up; finally someone responded but stated that they first need to get information from the service provider. I gave the contact information of the service provider and still have not been reimbursed. ORHP is now telling me that if the service provider does not answer their calls or return the call, then I will not get reimbursed. I was not told any of this on the phone. If you listen to the 1st conversation I had with ORHP regarding this matter, you will clearly hear the rep state there is nothing else I need to do.If I cannot get reimbursed for this then I want my money back for my plan. This plan is a waste and this is the 3rd service that has not been completed.Business Response
Date: 08/03/2022
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 ****************** 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.
According to the file ****************** chosen servicer, Spring n roll ***************. has not provided the report necessary to provide determination of coverage. This has been requested twice, most recently an ORHP associate spoke with ***, ************* technician, and he stated he would have to call back and provide the report. This occurred on June 16, 2022. As of this reply, no report has been received from *** or anyone at *************. Contrary to ***************** statement, there are no invoices that could be located within ORHPs computer system even after an exhaustive search.
In lieu of a verbal report, a detailed invoice stating exactly what failed and the parts, prices and labor required can be submitted. Once that report is received a determination of coverage can be made. **************** should contact ************* to have them either reach ORHP verbally or provide the detailed invoice. They can submit it to *********************************** and put the work order, 6887-7589 in the subject line.
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 ProtectionCustomer Answer
Date: 08/03/2022
Complaint: 17660306
I am rejecting this response because: I have emailed the invoice twice already to the email address they told me: ********************************** They continue to pretend they did not receive anything. Also, my original complaint is that their representative never told me that they need to speak to the service provider. I would have gave the phone to the provider at the time of the repair if they said that is needed. Instead, on the call that is recorded, the representative stated all you need to do is email us the invoice. Sincerely, ***********************Business Response
Date: 08/04/2022
Dear BBB,
Old Republic Home Protection (ORHP) is in receipt of the rebuttal for review and response. I have provided an alternative to the normal process in an attempt to address the issue. The invoice was requested to be sent to an email address that is monitored by one person. If **************** does not wish to provide the invoice for review the claim will simply be closed.
I will be happy to review the invoice if it is sent to ***********************************
Best regards,
*************
Plan Compliance Manager
Old Republic Home ProtectionCustomer Answer
Date: 08/04/2022
I have emailed the invoice to the email provided.Customer Answer
Date: 08/05/2022
Complaint: 17660306
I am rejecting this response because: I provided the invoice per the business request. I just received an email stating it is denied per their policy and they do not cover springs and brackets. However, on the day of the issue, I spoke with an ORHP representative who confirmed that based on my specific plan, the spring is covered. That is why I moved forward with the technician that came to the house. Or else I would have called others to receive multiple quotes. The ORHP representative on the phone advised me to complete the repair and submit the invoice and I will be reimbursed.
Sincerely,
***********************Business Response
Date: 08/05/2022
Dear BBB,
Old Republic Home Protection (ORHP) is in receipt of the 2nd rebuttal for review and response. The Plan does not afford coverage for a failure to the springs or any associated equipment. The service request is and will remain denied.
Best regards,
*************
Plan Compliance Manager
Old Republic Home ProtectionCustomer Answer
Date: 08/05/2022
Complaint: 17660306
I am rejecting this response because: I was mislead over the phone with the ORHP representative. If they will not honor their word then I want my money back for the plan.
Sincerely,
***********************Business Response
Date: 08/08/2022
Dear BBB,
Old Republic Home Protection (ORHP) is in receipt of the 3rd rebuttal for review and response. The Plan does not afford coverage for a failure to the springs or any associated equipment. The service request is and will remain denied.
Should ****************** wish to cancel his plan he can email a request to ************************************ or fax the request to **************. He can also mail a physical request to *********************************************. The Plan will be cancelled in accordance with the terms of cancellation outlined in the Plan on page 7.
Best regards,
*************
Plan Compliance Manager
Old Republic Home ProtectionCustomer Answer
Date: 08/08/2022
Complaint: 17660306
I am rejecting this response because: I was misinformed by the ORHP representative. If I was not misinformed, I would have taken a different approach. Either approve the claim or refund the entire amount I have paid for the plan thus far.
Sincerely,
***********************Initial Complaint
Date:08/02/2022
Type: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 called in for service on my A/C on 7/11/22. They sent a contractor on July 12th, he stated that we needed larger returns in order to push enough air to cool the home, and that he would provide an estimate to Old Republic Home Warranty. It is now 8/2/22 and I have no response from Old Republic or AC Pros (contractor). I have called at least 6 time and Old Republic transfers me and then I hold for more than 2 hours. No one ever comes to the phone.Business Response
Date: 08/03/2022
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.
According to the file the service provider, AC Pros, has been out to the home and diagnosed the system. ORHP is awaiting their estimate for repairs. Once received, the request will be evaluated to the terms of the Plan.
A request has been submitted today,August 3, 2022, for AC Pros to provide the report ASAP. If **************** would like to reach out to them as well at ************ it may expedite the resolution.
ORHP understands the frustration with having longer than desired hold times. Please understand it is the heart of the **** season. ORHP, like almost all companies nationwide are experiencing staffing issues. Every aspect of the **** industry is busy from the service providers, to parts suppliers to warranty companies. I assure you ORHP is working hard to resolve all our Plan holders issues as quickly as possible.
ORHP appreciates **************** 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 ProtectionCustomer Answer
Date: 08/03/2022
I have already contacted AC PROS and they told me they are not installers and cannot do the work needed. They also told me that they provided this ame info to ORHP. I called ORHP and provided them with this same info and they again placed me on hold and never came back on the line.Business Response
Date: 08/04/2022
Dear BBB,
Old Republic Home Protection (ORHP) is in receipt of the rebuttal for review and response. As previously stated, ORHP does not even have the diagnosis report from AC Pros. Therefore, until that is received, no evaluation of the issue to the terms of the Plan can occur. ORHP must know what is wrong before a course of action can be made.
A second request via email has been submitted today, August 4, 2022, for AC Pros to provide the report ASAP. Again,if **************** can reach AC Pros to direct them to provide ORHP the report it may expedite the resolution.
Best regards,
*************
Plan Compliance Manager
Old Republic Home ProtectionCustomer Answer
Date: 08/05/2022
Complaint: 17660157
I am rejecting this response because: I already contacted them. They answer their calls. They stated that they have provided their report to you and that they are not installers so they cannot do the work needed. They said this was provided to you about 3 days after the service call. It has now been a month and I have not been contacted by ORHP. I have just been left on hold every time I call. I just want my AC fixed and working correctly, since I paid almost $1400 this past year through your company. Now I paid another $85 over a month ago for nothing. How do you make this work? I believe Sunshine air is the business that did the install of the new equipment. When I called initially I asked that you send the same business that did the work. Please call me and set up a new appointment to have a reputable company come and fix my AC.
Sincerely,
***********************Business Response
Date: 08/08/2022
Dear BBB,
Old Republic Home Protection (ORHP) is in receipt of the rebuttal for review and response. Per the notes in the file, AC Pros states that there is an issue with a lack of insulation in the attic of the home. There is also an issue with the ducts and registers being too small. This issue was stated as reported to **************** back in 2020.
The Plan does not provide coverage for adding insulation or changing duct/registers that are too small. If there are other issues with the **** they can be addressed once the noted issues are addressed.
Best regards,
*************
Plan Compliance Manager
Old Republic Home ProtectionCustomer Answer
Date: 08/09/2022
Complaint: 17660157
I am rejecting this response because: I was never told in **** that my bucks and registers were too small.
Sincerely,
***********************Initial Complaint
Date:08/02/2022
Type: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 initiated a claim on my heater/air conditioning unit. An in-service contractor has visited to troubleshoot the issue. He reported what he found to Old Republic Home Protection (ORHP). ORHP sent me an email stating more information was needed. I've called to provide this info numerous times to no avail. Extreme call wait times and no person ever answers the phone. Work order no. is 6924-5683.Business Response
Date: 08/02/2022
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.
According to the file the service request for the **** fan noisy was submitted on July 21, 2022. FJ Heating and Air was assigned the request. They submitted an estimate to replace the blower motor on July 26, 2022. Currently, parts have been located at a local supplier.
Along with the authorized work,there are some items that the Plan does not provide coverage that need to be addressed. These include some sheet metal modifications, permits, title 24 testing and flue pipe modifications. These equal $1,450.00 and need to be authorized by ****************. This information was left via voicemail for ****************. However,if he would prefer, he can email the approval for the $1450.00 in non-covered costs to ************************************
Once authorized, the part availability information will be communicated to FJ Heating and Air and an appointment will be scheduled to install the components and perform the necessary work.
ORHP understands long hold times are frustrating. Please understand it is the heart of the **** season. ORHP, like almost all companies nationwide are experiencing staffing issues. Every aspect of the **** industry is busy from the service providers, to parts suppliers to warranty companies. I assure you ORHP is working hard to resolve all our Plan holdersissues as quickly as possible.
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 ProtectionInitial Complaint
Date:08/01/2022
Type: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 have been without AC for over three weeks in the Georgia heat at this point while I wait for ORHP to figure out how to order an AC unit since the service provider said it needed to be replaced. Two calls to inquire about a status update led to two issues being discovered and still no confirmation of a new AC unit actually ordered. The **** service provider is ready to install whenever ORHP gives the go ahead.Business Response
Date: 08/02/2022
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.
According to the file the service request for the **** system has been authorized and parts are ordered. This was explained via phone call to ********************* today, August 2, 2022.
Once the parts are picked up by Speedy Air Refrigeration LLC an appointment will be made to schedule the installation.
ORHP understands the frustration with long hold times. Please understand it is the heart of the **** season.ORHP, like almost all companies nationwide are experiencing staffing issues.Every aspect of the **** industry is busy from the service providers, to parts suppliers to warranty companies. I assure you ORHP is working hard to resolve all our Plan holders issues as quickly as possible.
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 ProtectionCustomer Answer
Date: 08/02/2022
Better Business Bureau:
I have reviewed the response made by the business in reference tocomplaint ID ********, and find that this resolution is satisfactory.Initial Complaint
Date:08/01/2022
Type: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 have a 2-pump water-based convertor that is not working properly. My insurance company Old Republic Home Protection, by email, authorized me to get an estimate from an independent contractor, so I did. The convector is so old that parts are not available. The convector needs to be replaced. ORHP says that if the estimate is over $750, I am required to call ORHP. I have tried many times to call. ORHP does not have a voice mail option, and no available email address for response. They simply do not answer their phone. (Every email message they send says not to use that address for reply.) They do send email acknowledgments, but otherwise they do not respond to emails. When I called I was simply left on hold, no matter how long I waited. Finally last Wed. or Thur. ORHP responded after 45 minutes. The rep informed me that ORHP requires a verbal report from the company providing the estimate, which is ********************. I gave the **** rep who answered my call the name and contact number for ********************. The **** rep said he would call QAS immediately after he hung up with me, but that he "might have to leave a message." QAS does have voice mail. I learned from QAS today that they did not receive a call from ORHP. I tried again to call ****, was once again put on hold and no one ever picked up. I have never known a company to require communication, but try so hard not to be available. I also sent an overnight letter before I had finally made telephone contact; explaining the situation. That letter was ignored. I also explained that I was mistaken when I said we had forced air AC; an explained we have 2 pump system I describe above (very common in condos.) What I need is authorization from ORHP to proceed with QAI to have the convector replaced, according to the attached estimate. I recv'd the attached email message from ORHP on July 17, 22.Business Response
Date: 08/02/2022
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.
According to the file the service request for the **** issue was assigned to allow ************ to use her own servicer. ORHP contacted ******************** via phone to obtain the diagnosis and estimate for repair on July 28, 2022. ORHP was informed to reach out to the technician directly. A message was left for him explaining what was needed to proceed with the work order. A second message was left on August 1, 2022. As of today, August 2, 2022 no return call has been received.
However, a copy of the estimate was provided via the BBB complaint and has been forwarded to the correct department for review. A call to ************ will be forthcoming.
ORHP appreciates ************ 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 ProtectionCustomer Answer
Date: 08/06/2022
Better Business Bureau:
I have reviewed the response made by the business in reference tocomplaint ID ********, and find that this resolution is satisfactory to me. I received a phone call authorizing me (to the extent of the policy limit) to go ahead with the independent contractor. As long as their commitment is fulfilled, then I am OK with the result.
Sincerely,
***********************Initial Complaint
Date:08/01/2022
Type: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 a home warranty with Old Republic Home Protection. I filed a service request on May 19, 2022 to have my air conditioner serviced because it was not cooling. I was told by the service provider that I needed an entire new HVAC system. Weeks later, I was told that equipment was on order. I recently placed a call to ********************** asking for status and have not received a return call. The outside temperature is averaging mid-90s at this time of year in my area and I am 68 years old. Two and a half months later, I still do not have my air conditioner issue resolved.Business Response
Date: 08/02/2022
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.
According to the file the service request for the **** system was authorized and parts placed on order. The parts were to be delivered on July 15, 2022. When ******** Services arrived to pick up the parts there were informed they were not at the location.
A subsequent call today, August 2,2022, to the suppler revealed the parts are at the facility. ******** Services is aware and will be arranging the installation with the necessary equipment and parts. They will be calling ************** to schedule an appointment for the installation to occur.
Please understand it is the heart of the **** season. ORHP, like almost all companies nationwide are experiencing staffing issues. ORHP understands long hold times are frustrating. Every aspect of the **** industry is busy from the service providers, to parts suppliers to warranty companies. I assure you ORHP is working hard to resolve all our Plan holdersissues as quickly as possible.
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 ProtectionInitial Complaint
Date:08/01/2022
Type: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 is in reference to work order # ******** from Old Republic Home Protection. All trade calls have a fee of $75. The trade call involves an investigation to determine the problem and if covered by the warranty, no future fees are charged for repair or replacement. When I placed the service request with Old Republic, I specifically said I needed a company who can work on a split system. AZAC AIR CONDITIONING LLC came to my house on 5/31 and told me they did not work on split system air conditioners. The service provider did not come into my house or look at the unit. After finding out this company did not work on split systems, I called and spoke with representatives from Old Republic, looking for a company that did work on split systems. Representatives provided me with another 4 companies, all of which did not work on split systems. After this experience I decided to pay out of pocket for a company that could do the work I needed. I have spent an extraordinary amount of time calling and waiting on hold to settle this issue. I was charged a $60 fee to me for no work done and no possibility of the work to be done. I am very dissatisfied with the company's poor service and lack of knowledge around services air conditioner companies provide.Business Response
Date: 08/03/2022
Dear BBB,
Regarding the service request for the **** issue and the applicable trade call fee; on behalf of Old Republic Home Protection (ORHP) and its employees, please extend our sincere apologies for the circumstances outlined in Ms. ******** letter.
I assure you, ORHP employees value the trust each of our Plan Holders place in 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.
According to the file the trade call fee of $60.00 for the initial service request was paid online on August 1, 2022. The trade call fee should have been waived when the service request was transferred to another provider. I have submitted a trade call refund request and ****************** should receive the check within the next 21 business days.
ORHP appreciates ****************** 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 ProtectionInitial Complaint
Date:08/01/2022
Type: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.
In May 2022 we paid $750 to old republic home protection for a warranty on a home that we purchased. The air-conditioning has not been working and we called them last week. They sent a service person out to repair it who spent about ******************************************************************** The air conditioning is still not working And when I called him back they said it would be 30 days before they can get somebody out. They were also very rude and unwilling to do anything to get the problem resolved more quickly.Business Response
Date: 08/02/2022
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 **************-Catheys 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.
According to the file the service request for the **** issue was assigned to ********************* on July 27, 2022. ORHP is reaching out to them to determine why an appointment has not been set. If *************************** would like to contact them directly to expedite the scheduling of an appointment, she is welcome to contact them at ************. The work order number is 6931-5799.
The request has been set as a priority. Once ORHP receives the diagnosis report and estimate, it will be moved forward as quickly as possible.
ORHP appreciates *************************** 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 ProtectionCustomer Answer
Date: 08/04/2022
Complaint: 17654269
I am rejecting this response because:
The home warranty situation has not as yet been resolved.
Sincerely,
**********************************Business Response
Date: 08/04/2022
Dear BBB,
Old Republic Home Protection (ORHP) is in receipt of the rebuttal for review and response. As stated,
the service request for the **** issue was assigned to ********************* on July 27, 2022. ORHP spoke with them on August 4, 2022. They explained on August 2, 2022 they found a frozen coil suspected to be caused by a dirty condition.They cleaned the coils, added some refrigerant and the system started working properly.
However, they stated they received a call from *************************** saying the system was again not cooling correctly. They were returning today to make further diagnosis. It was explained to please submit the report online as to the result of the diagnosis and the requested repairs.
Once received, ORHP will evaluate the failure and make the determination of coverage based on the terms of the Plan.
Best regards,
*************
Plan Compliance Manager
Old Republic Home ProtectionCustomer Answer
Date: 08/05/2022
Better Business Bureau:
I have reviewed the response made by the business in reference tocomplaint ID ********, and find that this resolution is satisfactory to me.
Sincerely,
**********************************
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