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:08/01/2022
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.
Per instructions, I submitted an invoice of my repair to ********************************** on Jun 21, 2022. I should have received a check for balance due within two weeks. I tried to talk to a 'body' using all available phone numbers on the website but there is no way to do so. I resubmitted my invoice Jul 19, 2022 and still no response. I should at least get a "received invoice" message or acknowledgement of some sort.
Business Response
Date: 08/02/2022
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 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 garage door failure was diagnosed by Overhead Door Company of Witchita. They diagnosed the issue as a failure of the cable and the bottom fixture was rotten. Mr. ******** Plan excludes the door cables, therefore any component, IE the fixture, is also excluded. The Plan states on page 1 NOT COVEREDdoor cables *********** request was denied on June 22, 2022. According to the notes a call was made to inform ****************** of the denial.
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
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 have researched my call logs and emails to include junk folders and conclude I have not been notified. Had there been a way to check the status, such as in the screenshot, a lot of time could have been saved.
Sincerely,
***********************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.
When signing up I read the brochure and found that the ultimate protection package was best as it included standard coverage plus extra protections. As you can see from the photos of the brochure, AC is clearly covered in standard and ultimate. When I called for service of my AC they said AC was an extra add on and that it isnt covered. This is predatory behavior and false advertising! You cannot say it is included in adveritising like a brochure and then when someone signs up, the plan details are completely different from what the brochure says!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 **** issue was initially declined. However, after the Plan was reviewed the request was opened shortly thereafter. The request has been assigned to AB&E Heating and Cooling LLC. They should be reaching out to ******************** to schedule an appointment. ******************** is welcome to reach out to them to expedite the appointment scheduling. There contact number is ************.
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: 08/02/2022
Better Business Bureau:
I have reviewed the response made by the business in reference tocomplaint ID ********, and find that this resolution is satisfactory to me. There was initially concerns of false advertising but after speaking with the company, we all came to an understanding that it was a miscommunication when I initially enrolled in the plan. They were very helpful and respectful after my first contact directly with the business was not great, which is when I filed the complaint with BBB, and I am grateful they found a way to work with me to resolve this issue.
Sincerely,
*********************************Initial Complaint
Date:07/31/2022
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.
Was always happy with Old Republic Home Protection (ORHP) until this year. (Have had them since we moved into our house in 2018.) We are at three months of no AC because ORHP has not approved a replacement unit for us until today, meaning we will go through another weekend of over 100 degree temperatures. I wrote a letter to the ORHP President and he had someone call me back stating that she would now handle the process in late-May, it ended up being transferred to someone else at ORHP claiming he would now be handling the process in mid-June. He seems like he is ****** when I ask him why it is taking so long. Let's just say that I am beyond upset! New AC unit was finally put in on 7/30/22, but was charged $1,265 for a unit that was still under warranty and having Platinum Protection through Old Republic Home Protection. Would like the $1,265 refunded plus the cost of paying ORHP for the warranty for the year of no service - $800.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 most recent **** issue was covered by ORHP and the *** manufacture in the amount of $1,275.00. ORHP is not aware of any charges that equal $1265.00. If this was paid to the service provider, please email me a receipt for review to ************************************ I will forward this to our contractor relations team to evaluate why there were any additional charges. Having Platinum coverage does afford the highest level of protection,however with all Plans, there are limitations and exclusions to the coverage.
It is unfortunate that the prior installed **** component failed much quicker than would be expected. However as for refunding the year of premium, ****************** received benefit for the year that equaled over $2,000.00. No refund of premium will occur.
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: 08/02/2022
Complaint: 17648281
I am rejecting this response because: have attached the invoice from Faith & Hope
Sincerely,
***********************Business Response
Date: 08/03/2022
Dear BBB,
Old Republic Home Protection (ORHP) is in receipt of the rebuttal for review and response. The provided list of non-covered costs is being reviewed and a response will be provided to ****************** directly.
Best regards,
*************
Plan Compliance Manager
Old Republic Home ProtectionInitial Complaint
Date:07/30/2022
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.
My realtor ******************* gave us a home warranty when we purchased our house. I scheduled services several times and it took almost 3 weeks to a month for me to follow up and not be serviced. Finally, they said they did not have any servicers but then authorized me to find one and we would be reimbursed. I had 2 claims- refrigerator and electric filed and emailed quotes to them in April 2022. I followed up several times and called. No one answers. Then one women finally called in June and said she was working on it and that she needed the quote that I had sent in April. The company has an email that you use but it does not go to the claim workers so no one reimburses you. This is a hoax. I let the realtor know and ********************* the rep who sold the warranties to my realtor who was supposed to help. Now we are in August on Monday and no communication or reimbursement. I put out thousands of dollars on this I have my receipts and invoices that I have paid.Business Response
Date: 08/02/2022
Dear BBB,
Regarding the service request for the electrical and refrigerator issues; 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 electrical issue was filed on February 24, 2022. ORHP attempted to locate an in network provider, however none were able to be located. **************** was authorized to use a servicer of her choice. It was explained that if the work was less than $750.00, no prior authorization was necessary. On May 2, 2022 **************** called and stated she did not want to use her own servicer. The ORHP associate explained there were none within the network and she would have to choose one to do the work.
On July 18, 2022 a call was made to Ms. ******* chosen servicer, ************** to obtain detailed diagnosis and repair information. As of today, that information has not been received. Until that detailed information is received, the request cannot be adjudicated to the terms of the Plan.
With regards to the service request filed for the refrigerator, it was initiated on February 24, 2022 as well. I was also assigned for **************** to use her own servicer as again none of ORHPs in network providers were able to perform the service.
On June 9, 2022 a diagnosis was received by ORHP. It entailed the failure of the motor and evaporator fan. ORHP explained it needed a detailed estimate including parts and labor. As of June 22, 2022 no detailed information was received. Therefore, in order to expedite the process, ORHP utilized the pricing structure for our service providers. *************** accepted payment in lieu of repairs on July 18, 2022.
On July 26, 2022 an email was sent to **************** to provide a paid invoice in order for the reimbursement to be finalized. The invoice can be sent to **********************************.
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:07/30/2022
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 a recent complaint against ORHP because they sent out the wrong contractor (plumber) for the problem, yet wanted me to pay the trade call fee. After going back and forth here via the BBB complaint process, ORHP agreed to send the correct contractor (****), which they did. The **** contractor found major issues with my system and said he would report them to ORHP and contact me when he was authorized to fix my **** system. Instead, ORHP sent me an email saying that they closed the work order without conducting any warranty repairs. I have again attempted to call ORHP but they don't have anyone in customer service who will address existing claims in progress, they only have agents who will take new claim requests. So I am back to using the BBB to get a response on why ORHP is not fixing my **** system which has leaked all over my floor ruining my wood flooring. The problem continues, yet ORHP is not making any effort to fix it per the terms of my platinum warranty, and worse will not allow me to contact them again. They are again attempting to extort me for service call fees while simultaneously not provide contracted warranty repairs. They also will not allow me to renew my plan until I pay their demanded fees, despite them not fixing the problem. This problem has persisted now for 3 months without repair. What good is my warranty if they don't actually honor it?Business Response
Date: 08/01/2022
Dear BBB,
Old Republic Home Protection (ORHP) is in receipt of the 2nd complaint for review and response. According to the notes from the service provider, the issue is with the design of the interior of the home. There is no wall separating the closet where the **** unit is located and the attic. Therefore,hot air from the attic permeates the **** closet and causes excessive sweating of the evaporator coil. Therefore, causing the leaking situation that is being experienced.
This is not covered by the Plan. The plan covers failures caused by normal wear and use. A missing divider wall is certainly not normal wear and use.The service request is denied.
The issue with the trade call fee needs to be addressed. The initial trade call fee of $75.00 was correctly charged for the visit for the service request for the slab leak. This is where the plumber arrived and determined the issue with the **** system. When the **** technician arrived, no trade call fee was required as the prior request was transferred internally. Therefore, the trade call fee of $75.00 is due. If not paid it will be submitted to ORHP collections department.
Best regards,
*************
Plan Compliance Manager
Old Republic Home ProtectionInitial Complaint
Date:07/30/2022
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.
On July 2nd called ORHP for my AC. First contractor came out replaced couple capacitors and left. That's didn't fix the issue. I was charged the deductible. 2nd/different contractor came out, replaced tye motor fan and left. I was charged tye deductible again. The issue hasn't still being resolved. Called ORHP for a Service recall on July 22nd and I am yet to hear back from the service provider. I called ORHP more than a dozen times but every time I call, I get transferred to another person and get placed on hold. I am getting tired for living in an 80+ degree and 60+ humidity. Please help. Need them to have a contractor to come out asap and repair my ac.Business Response
Date: 08/01/2022
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 **** has not been assigned to a different service provider. ORHP will follow up with them to make sure an appointment is set and the system diagnosed. ****************** was incorrectly charged a second trade call fee. The initial one that was scheduled to have a **** sent out has been waived as the subsequent one was paid in cash and noted by ********************.
My associate ************ has been assigned the claim. If ****************** has any questions or additional information to add, please advise him to contact ************ at **********************,however expect to have to leave a message as call volume is currently at extremely high levels. The call should be returned within 48 hours.
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 ProtectionInitial Complaint
Date:07/29/2022
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 purchased a home warranty in January on a home I purchased. The air conditioner failed in late May. I retained approval to use an outside contractor. Thereafter they requested a detailed quote. We provided it 4 weeks ago. I have called the company no less than six times. You are put on perpetual hold. They say to email ********************************** or service@orhp. On 2 occassions I was able to get someone. The first gave me the authorization. Every other time after I speak to someone I am put on hold for no less than 30 minutes and the call drops with nobody calling back and no response for the repair. They are selling policies and not servicing them.I have called ********************* at least 6 times. I've emailed both places multiple times and can not get them to respond. Today I've been on the phone 2 hours and still was disconnected again. Policy#********** claim#********. This company is fraudulentBusiness 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.
As previously reported to the BBB, according to the file the service request for the **** issue was assigned Air Conditioning and Heating Wizards LLC on June 24, 2022, the same day the issue was reported. However, ******************** wanted the service request be assigned to an authorized outside contractor due to Heating Wizards not being able to service within her timeframe. Her request was allowed, however any reimbursement will be at ORHP in network pricing. This may be substantially less than retail.
ORHP received a report from ******************* chosen servicer, Rainbow ************* and Air, stating the compressor for the south side unit had failed. They presented an estimate in the amount of $9420.00 to replace not only the entire unit with the failed compressor, but also the other system on the home since according to their estimate, it was mismatched to the failed unit. The technician at Rainbow Lakes stated that the North system had no failure and was recommended due to AHRI code issues.
Once the detailed breakdown of charges is received as requested multiple times, the review can proceed with determination of coverage based on the terms of the Plan. Coverage for the ************ will be covered per the terms of the Plan as there is a mechanical failure to the compressor. However, the south system failure does not affect the operation of the North system. Therefore, no coverage will be available for the North system.
As stated in my previous response to the BBB, 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.
Best regards,
*************
Plan Compliance Manager
Old Republic Home ProtectionInitial Complaint
Date:07/28/2022
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 assigned contractor came out the morning of July 18, 2022 and started trouble shooting. The Technician stated the problem was due to an open in the control wiring caused by a rodent chewing up the wiring. The technician never looked at the wiring located in the crawl space under the coach to confirm his diagnoses. I asked the technician if I could pay to get the wiring replaced, he stated no and it would take a few days for authorization it the condition was covered. I was then charged $75 cash only. Since it is summer in ********* and approaching 95 degrees, and my wife and I are considered elderly and I am a disabled veteran, I needed to expedite the process, so I proceeded to call Old Republic. After 1.5 hours on hold, I got through to someone (dont remember name) who agreed with the technician. Since I could not wait for Old Republic to make the determination, I contacted another ** Contractor to replace to wiring. The contractor proceeded to check out the wiring and within 2 minutes the ** started. The contractor stated the float on the condensation pump was hung up and no wiring or parts were needed to fix the problem. I paid the 2nd technician $87 and thanked him for his quick repair. July 20 I contacted the original contractor who misdiagnosed the problem, and told him of the condensate pump problem, he stated to file a claim with Old Republic. I called old Republic and was on hold over an hour and finally got an Old Republic representative who stated they never got a report but did get an invoice after 5PM on the 20th over 48 hrs. While I was on the phone the Old Republic representative contacted the contractor who told her that the the condensate pump was the problem and covered under the Lennix warranty. First the contractor did not know it was the pump until I told him, and the pump is not a Lennix part and not covered as part of the Lennix warranty. This experience cost extra money and I experience poor service. Plan number ********Business Response
Date: 08/01/2022
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 **** not turning on was diagnosed as a failure to the condensate pump. After research by the service provider, Cold Solutions, the part was found to still be under the original manufacture warranty.
The service request was denied.Listed in the Plan on page 6 it states, F.Any costs related to the repair or replacement of systems, appliances, or components covered, in whole or in part, by an existing manufacturer/distributor/or other warranty.
Any time a service provider arrives at the home the Plan required trade call fee is due. Listed on page 5 it states, The *** is due at the time of service request The *** is due whether service is covered or denied.
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: 08/01/2022
Complaint: 17639978
I am rejecting this response because: The pump was not broken or was not needing to be replaced. The pump is not a Lennix part but was installed by the builder and not covered by warranty. It is obvious that Old Republic does not want to make this right, especially troubling why did Old Republic sell the policy to the seller when they knew the home was new and technically the policy was unenforceable. I am still requesting repayment of the $87 service fee I paid.
Sincerely,
***************************Business Response
Date: 08/02/2022
Dear BBB,
Old Republic Home Protection (ORHP) is in receipt of the rebuttal for review and response. As previously stated, any time a service provider arrives at the home the Plan required trade call fee is due. Listed on page 5 it states, The *** is due at the time of service request The *** is due whether service is covered or denied.ORHP is following the terms and conditions of the Plan.
The Plan required trade call fee will not be refunded.
Best regards,
*************
Plan Compliance Manager
Old Republic Home ProtectionInitial Complaint
Date:07/28/2022
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.
We put in a service request to fix our kitchen faucet. They initially assigned an independent contractor whom they had assigned to us a year ago for another problem. I had expressed to them I did want this man coming to our house as the last time he showed up 3 days after the request was put in. Not only that he was drunk, did not do any work, and we still had pay a trade call fee. We were given authorization to find an outside contractor which we did. If repairs were under ****** we were told to submit invoices and we would be reimbursed minus $100.00 for a service fee. Repairs came up to $647.30. They gave us a check for $150.00. They will not tell us why that was the amount. For 3 days I have been trying to get an explanation to no avail. We just keep getting the runaround.Business Response
Date: 07/29/2022
Dear BBB,
Regarding the service request for the faucet leak; 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 leaking faucet was initially assigned to Allied Plumbing and Construction on July 11, 2022. However, ***************** called and stated he wanted to use his own service provider and already had an appointment scheduled. Also on July 11, **** it was explained reimbursement would be at ORHP in network cost.
Once ORHP received the invoice showing the faucet was replaced, the amount of $250.00 was authorized for reimbursement. This is the in network cost for a builders standard faucet per the terms of Mr. ******** Plan. The total reimbursed is $150.00 after the Plan required trade call fee is subtracted.
This information and amount of reimbursement was communicated to ****************** on July 26, 2022 and the reason for the amount was also explained.
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: 07/29/2022
Complaint: 17639751
I am rejecting this response because: they never said it would be $250.00 tops. I have the email to prove it. If you want me to forward it to you I will. They are flat out lying.
Sincerely,
***********************Business Response
Date: 08/02/2022
Dear BBB,
Old Republic Home Protection (ORHP) is in receipt of the rebuttal for review and response. There were no lies told to ******************. He was clearly told ORHP had an in network provider available. He chose to use his own servicer. Therefore,any reimbursement would be at ORHP in network cost. The in network cost for replacing the applicable faucet is $250.00. That amount less his Plan required trade call fee of $100.00 equals a total reimbursement amount of $150.00 exactly as the Plan terms and conditions state.
As previously stated, this information and amount of reimbursement was communicated to ****************** on July 26, 2022 and the reason for the amount was also explained.
Best regards,
*************
Plan Compliance Manager
Old Republic Home ProtectionCustomer Answer
Date: 08/02/2022
Complaint: 17639751
I am rejecting this response because: I was not told any of this information. Pull the recordings. Again I was given permission to go an outside contractor because the one you tried to provide has been rejectedby multiple customers. He does not respond in a timely manner and again last time he was at our house he did no work and was drunk. I have an email stating as long as the repairs were under $750 to submit
invoices and I would be reimbursed less $100 for trade fee.
Sincerely,
***********************Business Response
Date: 08/03/2022
Dear BBB,
Old Republic Home Protection (ORHP) is in receipt of the 2nd rebuttal for review and response. The amount reimbursed to ****************** is the correct amount based on the terms and conditions of the Plan. Nothing further will be provided.
Best regards,
*************
Plan Compliance Manager
Old Republic Home ProtectionCustomer Answer
Date: 08/03/2022
Complaint: 17639751
I am rejecting this response because: you are a deceptive company.
Sincerely,
***********************Initial Complaint
Date:07/28/2022
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.
We have been customers of Old Republic since 2016 when we bought the house listed as my address on the complaint. We were always very happy with our ability to speak to customer service and get quick resolution to a variety of issues with our home performed by a variety of vendors. However, this year, there has been a precipitous drop off in customer service support to the point I can't get anyone on the phone no matter how long I hold. On June 14, 2022 we filed a claim for a leaking refrigerator and a service provider came two days later, June 16, to assess the issue, which he determined had to do with the condenser coils and the seal around the edge of the door. Over the course of the next week, he researched getting a replacement for the seal, but the refrigerator is so old that he didn't find the part anywhere. Rather than simply replace the unit as stipulated in our policy, Old Republic then insisted they would look for the part themselves. They claimed they found it and ordered it. All the while, our fridge is still leaking water into our kitchen and into the basement. The service provider did not return to our house until July 20 when he had the replacement part ordered by Old Republic and attempted to make the repair. Unfortunately, as he had guessed, it wasn't the right part, and the repair could not be done. In the 8 days since then, I have called Old Republic 10 times, waiting on hold for ***** minutes each time, and have been unable to get a customer service rep on the phone to authorize the refrigerator replacement and fix our problem. Still, the refrigerator continues to leak, damaging our floors, the basement ceiling, and the carpet below it. We would like the job finished, contact from the business, and a refund for a portion of our annual fee, because we are not receiving the service for which we paid. Thank you so much for your help with this issue. Please let me know how I can assist you.Business Response
Date: 07/29/2022
Dear BBB,
Regarding the service request for the refrigerator issue; on behalf of Old Republic Home Protection (ORHP) and its employees, please extend our sincere apologies for the circumstances outlined in ******************** 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, ************** Services LLC,diagnosed the issue as a failed door gasket. They requested in their initial report for ORHP to research and order the part. The part was ordered on June 29, 2022.
The current status is Silvertec has noted the part for the freezer section was incorrect. ORHPs purchasing department is currently researching to determine if the part number was correct and the incorrect part was placed in the box or if the part number was incorrect. Once determined,Silvertec and ****************** will be made aware of the next step. Please understand, if parts are available, even aftermarket, they will be ordered and installed.
ORHP appreciates ****************** taking the time to provide his opinion and perspective of his service experience,which in turn, provides ORHP the opportunity to improve the service we provide to our customers.
Best regards,
*************
Plan Compliance Manager
Old Republic Home Protection
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