Complaints

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

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• 

  Old Republic Home Protection

  PO Box 5017 San Ramon, CA 94583-0917

  
• 

  Old Republic Home Protection

  Birmingham Area Birmingham, AL 35226

• 

  Old Republic Home Protection

  Chandler, AZ 85224

• 

  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:07/28/2022

  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've used the services of *** Republic Home Warranty since 2017, 4 years at one home, sold that last year bought a new one in another area, obtained another ORHW at the new place. We've had 2 different issues at the new home refrigerator in Nov/Dec, ** May/Jun. While the ** repairs have been challenging to locate someone in network who could actually come out, it's finally working. Our contract is ** in Sep (1 yr). We had full intentions to renew. BUT we just received a letter stating they would NOT be able to renew our contract. This is a total shock...yes, we now know there's a little clause at the end of the current contract that gives them an out. We've been loyal customers for 5 years. We've recommended others to ORHW...and this is the thanks we get in return. While there is plenty of room to complain about wait times when calling and non-responsiveness...we've felt ORHW was still better than some other warranty companies out there. We're SHOCKED and totally disappointed that they have fired us and haven't provided any reason for not continuing with us.

  

  Business Response

  Date: 07/29/2022

  Dear BBB,
  
  Regarding the issue of not being able to renew the Plan; 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.
  
  ORHP appreciates ****************** being a Plan holder, however, it was a business decision not offer the Plan as a renewal based on the Plans terms and conditions. The Plan states on page 7, Renewals:The Plan will be renewed at our discretion. 
  
  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 Protection

• Initial Complaint

  Date:07/28/2022

  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 Home lost the ** unit on May 20th 2022 we have Old Republic Home Warranty, they approve replacement of the ** unit on June 22 *************************** on what was going to be out of pocket and ****************************** out of Wilton would be in contact and to take out of pocket money. At this time they needed $622.50 I paid this and they said that they would order the equipment with the Old Republic and get me on the schedule in about 2-3 weeks. They have not been able to get a hold of Old Republic since they have order the parts back on June 23rd! I have tried several attempts my self I have called and tried many times as well as emails. The contractor is waiting on them and they will not return calls or emails or mine. I It s now July 28th and my house hold has no ** through the worst part of summer. I tried to go out of service with another coming prior to June 22nd and Old Republic steered me this direction with their in network and I complied with these results. I was even going to pay out of my own pocket then which I told them this and now the money that I have put out to ******* for permit is non refundable. I need to know what is going on with Old Republic poor service? If you could get a response from them on my Replacement unit this would be very helpful.

  

  Business Response

  Date: 07/29/2022

  Dear BBB,
  
  Old Republic Home Protection (ORHP) is in receipt of the complaint due to continued delays with completing the repair for ************ HVAC issue.  Again, please extend our sincere apologies for the circumstances I have emailed out purchasing department to determine what the cause of the delays were.
  
  However, I see in the notes that parts are ordered and available for ****************************** Conditioning to pick up at the supplier locations. They should be reaching out to ************ to schedule an appointment for installation.
  
  
  Best regards,  
  
  *************
  Plan Compliance Manager
  Old Republic Home Protection

• Initial Complaint

  Date:07/28/2022

  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 is partly related to another complaint I filed against Old Republic. After filing a claim for an air conditioning repair at the end of June and having the worst customer service experience with not only Old Republic, but also with their contracted repair vendor, I wish to cancel my warranty. I submitted an electronic submission with this request on their website over a week ago, I have had no response from the company about how to cancel my policy or have it taken care of. In addition, I left a message on three different occasions this week with a contact who was helping me with the original service request, Pegi, requesting her assistance with how to cancel the policy and she has never called me back, despite the fact her voicemail states she will return all calls by 5:30pm each day. I need a call from this company with confirmation my policy has been cancelled, effective immediately or at the latest by August 1st. Please help me in getting a response and resolution from this horrible company. I am also requesting a refund of my June and July premiums of $75 each. I paid my premiums and Old Republic failed to fulfill their obligations to repair my air conditioner. I had to pay another $306 out of pocket to a non-contracted vendor they forced me to use to clean my outside unit that their contracted vendor would not do and would not make the repair until it was cleaned. As a result, my vendor found the real issue and repaired it that day and it had nothing to do with the part their vendor stated it was. I also had to pay the original contracted vendor $100 for the co-pay for misdiagnosing the issue. I would appreciate any help you can offer to get reimbursed and to get my policy cancelled. Thank you!

  

  Business Response

  Date: 07/29/2022

  Dear BBB,
  
  Regarding the cancelation request, it is noted in the system to cancel the Plan effective August 1, 2022 per communication received from Ms. ******* The cancelation will occur at that time per the terms and conditions of the applicable Plan.
  
  Best regards,  
  
  *************
  Plan Compliance Manager
  Old Republic Home Protection
  

• Initial Complaint

  Date:07/27/2022

  Type:Service or Repair Issues
  Status:

  ResolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  Service order on our central ** unit was placed 7/10/2022. West HV** tech came in and checked the ** and he said it is dead and needs to be replaced with new one. I called Old republic Monday 7/25. Person I talked to name ********* informed me she escalated it to Priority and we should get our new ** this week. I informed her we had heat wave in Kansas and heatwave will be back second week of August. Temperature in our house climbed to 90- 94 degrees in previous weeks. My husband has HBP and high temperature is not good for him. I called ORHP today and status of the service order is the ** is still needs to be ordered. Same thing over and over. Nothing had changed since I called them multiple times already and every call I made I waited for. almost 2 hours for somebody to answer me. Please assist so we can get resolutions regarding our problem. We need an honest reply if we are still getting a new ** before the next heat wave. Work order # is **** ****. Forced A/C.

  

  Business Response

  Date: 07/28/2022

  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 delay was due to ORHPs purchasing department being behind in processing orders. While our apology is not enough, we do apologize for the delays. It is currently the heart of **** season, and ORHP like most other companies is short staffed. We are working as quickly as possible to resolve our Plan holders issues.  
  
  The part numbers are confirmed,however no local distributors have them in stock as of July 27. ORHP is continuing to do its diligence to locate the parts or have them shipped. Once they are located, an update will 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 Protection
  

  Customer Answer

  Date: 07/30/2022

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

• Initial Complaint

  Date:07/27/2022

  Type:Product Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  On March 13, 2022, I finally paid out of pocket the rest of the work needed to repair my extensive plumbing issues that occurrned in December 2021.

  

  Business Response

  Date: 08/01/2022

  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 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 pipe leak Ms. ***** was authorized to use a servicer of her choosing. Once ORHP was provided the final invoice, the amount of reimbursement was calculated based on the terms of the applicable contract.
  
  After review of the submitted invoice the amount reimbursable for the pipe leak is $225.00. This covers the re-setting of the tub and toilets is not covered as there was no failure, it appears based on the narrative from Ms. ****** servicer, they needed moved to make the repairs perfumed simpler to complete.
  
  The check for $225.00 minus the Plan required trade call fee of $75.00 will be processed this week. Ms. ***** should receive the check within the next 21 business days. If Ms. ***** has any questions,she can reach out to my associate, ********************, Authorization Supervisor @*********************. Please understand with call volume extremely high, a message will more than likely be necessary. However a call will be returned within 48 hours.
  
  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:07/27/2022

  Type:Service or Repair Issues
  Status:

  ResolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I have 2 outstanding service requests with Old Republic regarding my refrigerator. This is the second time we have had an issue with our ice maker and the service provider is going to install a drain kit but has warned us that he is not confident that the problem will not happen again. The second service request is in reference to the handle to the freezer door. It has completely broken off and the service provider has informed us that there is a part needed to fix it but the manufacturer, ******** has stopped making the part. So, we have no handle for the freezer door. Keeping both issues in mind, I have been trying to contact Old Republic to see if we can replace the refrigerator. I have tried for 2 days now to call their customer service number with no success. Yesterday I was on hold for over an hour listening to music so annoying it gave me a headache and today, 7/26, I was on hold for another hour before I finally hung up out of frustration. I cannot find an email address on their website so feel like I am hitting a brick wall. Don't know what to do.

  

  Business Response

  Date: 07/28/2022

  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 request filed on July 11, 2022 was for water leaking from under the unit. ORHP researched and found no in network providers available to service the unit. Therefore, ******************** was authorized to secure her own service provider. The use of an outside contractor was emailed to the address on file at approximately 3:52 pm.
  
  The request filed on July 27, 2022 for the freezer handle broken was also assigned to allow ******************** to secure her own servicer.
  
  Once ORHP receives the diagnosis and estimate for repair from ******************** chosen servicer, the request will be able to proceed.
  
  ORHP understands our Plan holders are experiencing longer than normal hold times. Please understand it is the heart of the **** season. ORHP, like almost all companies nationwide are experiencing staffing issues. 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 Protection
  

  Customer Answer

  Date: 07/28/2022

   
  Complaint: 17631554
  
  I am rejecting this response because:

  As was stated in my complaint on the freezer door handle, the service provider has advised me that the part needed to repair the handle has been discontinued by the manufacturer and thus they are unable to repair it.  So, there is no freezer handle on the refrigerator.  I was trying to talk to someone to find out if given the circumstances, ORHP would replace the refrigerator or offer suggestions on how to repair it.  If necessary, I can get the service provider to send me a statement of the missing part.  Since I am unable to talk to a person, perhaps they could call me.  My number is on file.
  
  Sincerely,
  
  ***********************************

  

  Business Response

  Date: 07/29/2022

  Dear BBB,
  
  Old Republic Home Protection (ORHP) is in receipt of the rebuttal for review and response. After further review related to the handle for the freezer, the Plan states on page 2 what is and is not covered. Listed under the not covered section is the handle. Therefore, no coverage will be provided for the handle,no matter the reason for the failure. The Plan states, NOT COVERED ON ALL APPLIANCEShandles
  
  Best regards,  
  
  *************
  Plan Compliance Manager
  Old Republic Home Protection

  Customer Answer

  Date: 07/29/2022

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

• Initial Complaint

  Date:07/26/2022

  Type:Product Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  We cancelled our services with Old Republic in May and were to have received a refund. A refund check for $505.19 was received and deposited. Two days later the check was cancelled by Old Republic and a $10 service fee was charged by our **** account (see attachment). We called the merchant (Old Republic) and were told they cancelled the check and issued a full refund of $570.00 to our credit card on June 23rd instead. Multiple calls to my **** and June/July **** statements do not show a credit being received (see snapshot of all payments/credits received, there are none for June 23rd on **** statement). I have called the merchant close to ******************************************************************************************************************************** back. It has been two months and no one has called me back nor have I received the credit. To date, there has been no credit received from Old Republic. I want a full refund in the amount of $570 issued immediately. Thank you.

  

  Business Response

  Date: 07/27/2022

  Dear BBB,
  
  Regarding the cancelation of the home warranty by ******************, please extend our sincere apologies for the circumstances outlined in his 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.
  
  It appears that Mr. ***** ***************** disputed the charge to their credit card company.  As such the credit card company charged back the initial $570.00, took it back from ORHP. Therefore, no refund from ORHP is due, this is why the stop payment was placed on the check sent to the Stewards.
  
  ORHPs Director of Accounting has reached out to the Stewards to offer a further explanation if necessary.
  
  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

• Initial Complaint

  Date:07/26/2022

  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.

  Moved in 04/21 Pool had heating issues from the start. Had at least 7 people out to service and finally (Shasta pools) was able to diagnose and repair. ************** and not replaceable. Paid extra home warranty for pool. ORHP has been fighting me since day one. I have spent almost 10k troubleshooting/replacing various pool equipment until Shasta finally correctly diagnosed and now ORHP is denying coverage because they need to know exactly which part but they keep telling me ALL parts because they are obsolete. ******* for new heater. Still fighting with them. 16 months total but 4-5 months since new heater installed.

  

  Business Response

  Date: 07/27/2022

  Dear BBB,
  
  Regarding the service request for the pool 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 initial service request for the pool timer not operating was submitted on January 5, 2022. Once **************** submitted the service request, she was bound to the terms and conditions of the applicable Plan. This issue was diagnosed as a failure to the remote pool management system. This is not a covered failure per the terms of the Plan and the request was denied. **************** disputed the cause of failure and ORHP agreed to send a second service provider to determine the cause of failure. On January 21, 2022 the new servicer, ***************************, was assigned the work order.ORHP was notified via computer that the request was canceled by **************** on February 2, 2022. Multiple calls were made to **************** with no answer nor return call.
  
  On February 14, 2022 **************** again submitted a service request for the pool, this time stating the control panel was not working properly. This was assigned to Plo Pools LLC the same day. However, although multiple calls and voice mails were again made to *************** and also Plo Pools, no ORHP associate was able to speak with anyone regarding the service request. On February 24, 2022, ORHP finally spoke with **** from Plo Pools and he explained they had left multiple messages with *************** and had not received a return call to schedule an appointment.
  
  Finally on February 28, 2022 ORHP spoke with **************** and she stated she was fed up with trying to get Plo Pools to diagnose the issue and wanted to use her own servicer. She was advised of the process for use of her own service provider. The service request for Plo Pools was canceled on February 28, 2022.
  
  The service request was assigned to an outside contractor on February 28, 2022. Multiple calls were made and voice mails left with **************** between March 8 and 17. **************** called on March 17 and spoke with an ORHP associate. The use of her own contractor was again explained and she stated she would have someone out to diagnose the issue.
  
  On March 21, 2022 a voice mail from **************** was received stating the heater was still not working and two error codes were present. Five calls with voice mails were left for **************** between March 21, 2022 and April 19, 2022. At that time, ORHP completed follow up as no return calls were being received.  
  
  On April 21, ************************** ******* chosen servicer, Shasta Pool Repair, was received. It simply states told parts are obsolete,irreparable. They also provided an estimate for replacement of the heater.Calls were made and voice mails left with Shasta Pool and also **************** on April 28, 2022. The message was that per the terms of the contract, more information is necessary to determine coverage. The necessity of detailed failure information is stated in the Plan on page 5, it states, 2) Once the technician is at the home, and prior to any services being rendered, you must call our ************************ with the technicians diagnosis and a breakdown of services required (including parts and labor).
  
  Between April 28, 2022 and June 8, 2022 five calls were made and voice mails left with detailed instructions on what was necessary to determine coverage. Finally on June 10, 2022 ORHP reached Shasta Pools. It was explained what information was necessary, they responded that they cannot release that information to ORHP and **************** must call to get that information and then she can provide it to ORHP.
  
  Between June 10, 2022 and July 11,2022 seven calls were made and voice mails left for ****************. The content of the voice mails was to explain what was necessary to determine failure. On July 11, a voice mail was left on an ORHP associates system stating that she disputed having to obtain the information on the failure and stated obsolete parts was the reason for necessary replacement. However, per the terms of the Plan, detailed failure information is required. ORHP must have what component failed and why it failed. Although Shasta states the parts are obsolete, ORHP has access to many parts and would research if the parts are available.
  
  The service request is NOT denied. Currently,the required failure information nor a detailed depiction of the estimate from Shasta Pools for their recommended repair. Once this failure information and breakdown of the recommended repair is received, ORHP will proceed with the determination of coverage.    
  
  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 Protection

• Initial Complaint

  Date:07/25/2022

  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.

  Hello, I had a home warranty insurance with Old republic Home protection. I called them to report a built-in microwave issue on Dec 14, 2022z There was a guy who came in to check and fix but did mentioned that if ever happens again we need to get a brand new microwave. On June 2022 I called my home warranty insurace again for the same problem. There was a guy who came to check and said that he will be back on friday ( July 1st, 2022)to replace it. We been trying to contact the company but its goes to voicemail. We tried contacting them since 3 weeks ago. Its been a month and we dont know whats going on. I cant get a hold of of the ORHP as well. I tried calling them for 20 times and waited an hour then the line gets disconnected. I even paid $100 for the service trade fee that It supposed to be $85 only in my contract. How annoying. I am so upset. Please resolve this asap.

  

  Business Response

  Date: 07/27/2022

  Dear BBB,
  
  Regarding the service request for the microwave 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 initial service request for the microwave was submitted on November 22, 2021. The unit was repaired and was working correctly until a subsequent request was submitted on June 23, 2022. This was for a different issue than the first repair. It was assigned to Tri Valley Home Improvement.
  There are no notes as to the course of action for this June repair. It is being researched to determine what occurred.
  
  Again on July 14, 2022 **************** submitted another request. It was again assigned to Tri Valley. They have not submitted their diagnosis report for this repair either. ORHPs contractor relations team is working on the issue. She noted she called Tri Valley but was unable to get an answer. Their contact information is ************ for the office, ************ for cell and email of ************************************** is welcome to contact them via any of those contacts. Someone will be in touch with **************** as soon as status is obtained from Tri Valley.
  
  ORHP is aware of the extended hold times of up to 90 minutes to reach an associate. Please understand, along with other warranty issues, it is the heart of the **** season. ORHP, like almost all companies nationwide are experiencing staffing issues. 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 Protection

  Customer Answer

  Date: 07/27/2022

   
  Complaint: 17623288
  
  I am rejecting this response because: I called yesterday in reagrds of the problem. I tried calling them 5 times early in the morning and after waiting over an hour someone took my call. Spoke to ******* and promised me that she will get a hold of the service provider and will give me a call within 24 hours for updates or to speak to her supervisor to resolve the issues. I told her that tri valley is not cooperating nor answering their calls. I even went ahead and send them an email no response at all. I am paying my premium to ORHP in regards of home warranty and this is not acceptable reason or excuse to wait for over a month to fix my appliance. like what I said I couldve bought a new one rather than kep on waiting for nothing. If i dont make my follow up i dont know if ORHP will know whats going on. they are not on top of it. I called 3 weeks ago and has a receipt of email for a recall and nothing had happend. This is really dissapointing. I need a refund as well for paying $100 as a service trade fee. On my contract i am supposed to pay $85 only? Please explain. 
  
  Sincerely,
  
  Ritchelle ***

  

  Business Response

  Date: 07/28/2022

  Dear BBB,
  
  Old Republic Home Protection (ORHP) is in receipt of the rebuttal for review and response. With regards to the overage of the trade call fee, per notes in the work order, ********** states they mailed the change to **************** on July 22, 2022. If she has not received it she should discuss this with ********************** ORHP was not a party to that cash transaction.
  
  On July 27, 2022 **************** contacted ORHP and it was explained that the service request would need to be transferred to another service provider due to the lack of follow up by Tri Valley. This occurred that day and was assigned to ENG Electric LLC. They should be contacting **************** to set an appointment for diagnosis. If **************** would like to contact them to expedite the scheduling, she can contact them at **************.
  
  Best regards,  
  
  *************
  Plan Compliance Manager
  Old Republic Home Protection
  

• Initial Complaint

  Date:07/25/2022

  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 have been having issues with my AC unit and have called Old republic several times. They have sent a contractor to my house 4 times and every time there was still issues. I told the contractor that I feel the Unit needs to be replaced. On July 2 the unit cut on fire fortunately my next door neighbor was able to shut it off. I called old republic and the contractor to report it and asked for the unit to be replaced. Since July 2nd, we have been living in the heat in the house with my wife and 3 young children. Anytime I called, I was told they have ordered the unit. I need this to be resolved. I spoke to my lawyer and she suggested that I contacted BBB

  

  Business Response

  Date: 07/27/2022

  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 provider, South ******* Heating and Air LLC are in possession of the necessary parts to complete the repair. They stated on July 26 they would be reaching out to Mr. ****** to schedule an appointment to complete the installation.
  
  If Mr. ****** has any questions, he is welcome to reach out to either ORHP or South ******* Heating and Air.
  
  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