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.
- 209 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:07/25/2022
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.
Old Republic Home Protection advertises $85 service call, they call for the repair and pay the repair. I filed a service request for repair of air conditioning.Received an email stating I must pay the first $750 dollars of repair and I must find the repair shop.After calling Old Republic they stated they could not find a repair shop to fix the *** When asked about the out of pocket I must spend of $750 they confirmed I must pay first.I called one AC repair shop they were on site literally within 20 minutes, fixed the *** and I paid $140.I submitted the $140 for reimbursement. Have submitted two complaints, one to support, one to corporate. Have not heard anything from either. Will not renew due to non-commitment of agreement on repairs.
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 ****************** 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 was submitted via internet on July 15, 2022. ORHP researched and found no in network service providers available. Therefore,per the Plan terms related to an independent out-of-network contractor listed on page 5, ****************** was instructed to secure his own service provider to diagnose and make repairs. ****************** was made aware the process for use of an out of network servicer. If the amount of the repairs exceeded $750.00 he was to contact ORHP and have authorization provided prior to work being completed.****************** is to pay for the work performed and then submit the final paid invoice to ORHP for reimbursement.
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:07/25/2022
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 5 I placed a request for AC service because the air conditioner was not working properly. This is in *********** **, where the temperature had not been under 100 degrees since July 6 and is not predicted to be less than 100 for the next two weeks. ****** Air Conditioning came out and said there was damage by rodents in the attic. I paid *********************** $100 (invoice attached) to inspect the property and they determined there were no rats. ***************** came back out on July 19 and wrote up a work order which was sent to ORHP. I contacted ***************** on July 25 and they had not had a response for authorization of the work. I called ORPH and waited on hold for an hour and four minutes before being told that the work would not be authorized. So we have waited a week in 100+ degree temperatures to hear that I have already spent $185 for nothing. That is not a premier experience as advertised. ORPH needs to employ competent service providers and be honest in the beginning if they are an A+ in the Better Business Bureau.Business Response
Date: 07/26/2022
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 was denied due to damage to the ducting caused by rodents. This was determined after the report submitted by ****** Heating and Air was reviewed. ORHP does apologize for the delay, however due to an extremely high **** call load, delays are occurring.
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.
Should **************** believe this claim has been wrongfully denied, in whole or in part, she may request further assistance by calling us directly, or contacting the **********************************:
State of **********************************
300 *******************
***********, ** 90013
ATTN: CONSUMER COMMUNICATIONS BUREAU **************
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: 07/26/2022
Complaint: 17620024
I am rejecting this response because: First, I am not **************** and secondly I paid a pest control company $100 to say there are no rodents.
Sincerely,
*******************************Business Response
Date: 07/27/2022
Dear BBB,
Old Republic Home Protection (ORHP) is in receipt of the rebuttal for review and response. As previously explained, the service request was denied as the failure was caused by rodents. The fact there are no rodents at this time is not relevant. The Plan does not cover failures caused by rodents. Listed on page 5 it states what malfunctions are covered, C) Have become inoperable due to normal wear and use Damage caused by rodents is not normal wear and use.
*********** request will remain denied based on the terms and conditions of the applicable Plan.
Best regards,
*************
Plan Compliance Manager
Old Republic Home ProtectionCustomer Answer
Date: 07/27/2022
Complaint: 17620024
I am rejecting this response because: First, I do not think I should have to pay $85 dollars for a trade call from a service provider who gave inaccurate information which caused me to spend another $100 on pest control to find out there were no pests.Second, I do not think I should have to wait an hour and five minutes to talk to a representative. My time is valuable too. If you are understaffed, hire more people. You have raised the rates on the policies and trade calls which should cover more personnel to do the job and provide "the premier experience" that you advertise.
Sincerely,
*******************************Initial Complaint
Date:07/25/2022
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 the Platinum Protection Plan Plus. We have a leaking Air conditioner (leaking INSIDE the house and causing more damage) and when on and leaking, the house will not cool properly. We are under a heat advisory with heat index values of 109 degrees so it is dangerous not to run it at all. The service provider Old Republic allowed me to use is 70+ miles away. The tech reluctantly came out 8 days ago, said he would TRY to fix it but Old Republic won't pay for much. He tried to fix the leak and made adjustments so the unit would cool. He left not fixing the problems so it still leaks and doesn't cool. I have multiple emails, detailed notes of verified phone calls, and have escalated the issue to management with no response and resolution. We have this expensive, top of the line warranty, and it is turning out to be a scam. This is the only issue we have requested being fixed from them. Still not fixed and causing more damage to our house from the ongoing leak.I have pictures and detailed facts I am happy to share. I have reached out over 20 times and spent hours and hours on hold begging for help. What do I do?Even as I write this, I have been on hold for 78 minutes with Old Republic. Please help!!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 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 **** condenser leaking was assigned to two servicers who were unable to perform the work due to their current work load. The third, *****************, received the request on July 19, 2022. The next day, July 20, they diagnosed the issue as a leaking condensate line. They cleared the line and informed ************** that the system was working as designed. According to the notes, Efficient Air reported to ORHP that ************* stated that an electrician informed her the **** unit was too small for her home. She also stated she had the best coverage and warranty would cover replacement and she wanted the tech to tell ORHP that the system needed replaced so the system could be ungraded. It was again explained the system was working as designed.
On July 21, 2022 ************** again called and stated the unit was leaking. The request was reassigned to Efficient Air and they said the soonest appointment would be July 29, 2022. It was explained to ************** that if Efficient Air did not respond to our attempts to reach them to receive confirmation of appointment, the request would be transferred to another servicer. ************** requested a supervisor return her call. A supervisor left a message approximately 4:00 pm PST.
ORHP understands there are extended hold times to reach an associate. 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 holdersissues 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 ProtectionInitial Complaint
Date:07/25/2022
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 a home protection plan with this company. We were told they are a 24 hour 7 days a week service providing company. On Sunday July 17, 9:00 am we found our water tank failed and flooded our garage. We turned the water off so it would stop flooding the garage and called Old Republic to get a plumber out to replace water tank (it was 20 years old and the whole bottom of the tank came off when it was moved.) Not hearing anything back from this company we called again about 4:30 pm got a hold of an agent who told us we could buy a new tank and 'people get reimbursed that way.' So we bought a tank and put it in so we could have water. Monday we were still not contacted so we called again. After talking to several agent's, a supervisor told me to send(email) a copy of the receipt from Lowes where we bought the water tank into them because it was under $750.00 and she could OK that amount. On Monday the 25 again we hadn't heard anything so I called and they said we could not get reimbursed because we installed the water tank. I explained that they could come out and look at the new and old water tanks, inspect them or what ever they needed. They said because the new tank was already installed they would not come out. I asked them how long did they expect us to have gone without water. They decived us about being their service being a 24 hour 7 day a week company. They do not care how long a person goes without water. Isn't there a law against making someone go without water? We are only asking for reimbursement of the tank, ***************** ********** ** receipt amount $597.98 We did not ask for service reimbursement for cleaning up the garage that flooded and removing the water tank and installing the new tank.Business Response
Date: 07/26/2022
Dear BBB,
Regarding the service request for the water heater 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 water heater failure was submitted on July 17, 2022. A thorough search was performed for an in network service provider, however none were located. Therefore ************ was authorized to use her own outside contractor per the terms of the Plan.
Again on July 17, 2022 ************ called and stated that she would be purchasing her own water heater until a servicer could come out. On July 18, 2022 ************ again called and stated that they purchased and installed the water heater themselves due to the presence of the leak. It was explained that a licensed plumber was required to perform the installation. She stated she would be submitting a receipt and requested reimbursement for the water heater.
The Plan addresses cases of emergencies on page 5. It states, In cases of EMERGENCY, we will make reasonable efforts to expedite service, including initiating our service effort within 24 hours
On July 25, 2022 ************ called and it was explained to her that the service request would be denied. There was no diagnosis performed and the unit was not installed by a licensed plumber. On page 5 it explains the use of an independent out of network contractor. It states, 1) The Contractor should be qualified,licensed, and insured
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: 07/27/2022
Complaint: 17619433
I am rejecting this response because: When I called the 2nd time on Sunday the 17th because we still hadn't heard from ORHP and talked with an agent about having to buy a new water tank and hook it up so we could have water the agent never said we had to get a license plumber. All she said was people(customers) do get reimbursement we would just have to send in the receipt to the approval department. When we talked to the next agent (Keare) on Mondat the 18th she but is in touch with her supervisor where we were told because we were only asking for the reimbursement of the tank and not any service charges and it was under the $750.00 amount we would be reimbursed. Please read the noted on our file and talk with the agents' we talked with. We do want reimbursed $597.98 we spent for the water tank.
Sincerely,
*************************Business Response
Date: 07/27/2022
Dear BBB,
Old Republic Home Protection (ORHP) is in receipt of the rebuttal for review and response. As previously stated, ************ did not have the work performed by a licensed contractor per the terms of the Plan. On page 5 it explains the use of an independent out of network contractor. It states, 1) The Contractor should be qualified, licensed, and insured
The request for reimbursement will remain denied.
Best regards,
*************
Plan Compliance Manager
Old Republic Home ProtectionCustomer Answer
Date: 07/28/2022
Complaint: 17619433
I am rejecting this response because:When on the phone at 4:30 July 17 after waiting all day to be contacted from ORHP I should have been told about getting our own plumber and not have been lead/told to buy the tank and install it and we could get a refund! Your agent lead us to beleave we would receive a refund.
Sincerely,
*************************Initial Complaint
Date:07/22/2022
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.
Middle of summer 110+ plus outside everyday and it is going to take 2 weeks to fix my air conditioner because of the incompetent contractors you have working for you.Business Response
Date: 07/25/2022
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 part was ordered by Air-izona LLC. They stated the part should arrive anytime. ORHP nor our in network service providers can control supply chain issues related to ordering and delivery of necessary parts.
It does appear that a different in network servicer, Same Day Air, was assigned the request on July 22, 2022 and communicated to ORHP that the issue is the control board for the blower motor. Again,it appears that the parts are on order.
****************** is welcome to secure his own servicer however, reimbursement will equal the amount that ORHPs in network servicer would have charged. That amount may be substantially less than retail. If ****************** would prefer the current request be canceled and secure his own servicer, he can email *********************************** to provide those instructions.
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:07/22/2022
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.
Old Republic Ultimate Warranty Plan Number: **********. Work Order #****-7056 Work order submitted on 6/24/2022 for upstairs ** not cooling issue. After long wait, finally got good news on 7/12/2022 that work is authorized, parts (coil) was ordered, taking 1-7 business days to arrive. However, as of 7/22/2022, 9 business days from 7/12, Airmax, the vendor assigned by old republic, tell me they are still waiting from Old Republic to deliver the part. I called old republic and hung up after holding for 30+ minutes without being able to reach any of their ** department representative. Holding for 30+ minutes on the phone till I have to hung up has been most of my experience when I try to reach old republic ** department during the past month. Hence, I'm filing a complaint and hope BBB can help. My desired resolution is Old Republic to deliver the part (Coil) they ordered to Airmax soon, and so Airmax can fix the ** soon. Thank you very much for your help in advance!Business Response
Date: 07/25/2022
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 parts were ordered on July 19, 2022. This was communicated to Airmax. On July 21, 2022 Airmax communicated to ORHP that the location of the order was too far for them to pick up, therefore delivery was arranged. It should arrive this week and once received, Airmax will contact Ms. *** to secure an appointment to install the parts.
Please understand, ORHP does not supply nor delivery parts. ORHP simply locates them via a regional network and arranges for them to be either delivery or picked up at the supplier location.
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. Extended wait times are to be expected.
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 ProtectionCustomer Answer
Date: 07/27/2022
Complaint: 17610343
I am rejecting this response because: On Tuesday morning 7/26/2022, Airmax came and replaced 3 ton EVAP Coil. The upstairs AC is up and cooling after the replacement. However, two issues remain: Issue #1: Airmax did NOT take away the old EVAP Coil. As of now 4:45pm Wednesday 7/27/2022, the old coil is still in the Attic. I called Airmax and received NO ETA on when the old Coil will be taken away. Issue #2. I asked Airmax to give me warranty information so I can register the warranty online for the new Coil. Airmax told me they don't have and I should ask *** Republic for the warranty information. I called old Republic and was told asking your vendor, which is Airmax. *** Republic assigned vendor Airmax. Disposing old coil and providing new coil warranty information for customer to register ********************** is a basic part of the service agreement. I hope *** Republic can help on resolving the two remaining issues soon.At the meantime, I'd like to keep the complaint open till the two issues are resolved.
My thanks to BBB and to *** Republic Manager ************ for your quick response and professional customer care behaviors.
**************************** PanBusiness 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 hauling away of the old unit, Airmax was authorized an amount to haul the unit away. Please contact them related to this issue.
With regards to the registering of the warranty, Airmax received the parts and all associated information related to submission of the warranty paperwork. ORHP in network contractors normally register it for the Plan holder as they have the information necessary. Please reach out to them for that process. ORHP will contact them to request information as to why they stated to contact ORHP.
Best regards,
*************
Plan Compliance Manager
Old Republic Home ProtectionCustomer Answer
Date: 07/29/2022
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. An update: Airmax came and removed the old coil and left the warranty document for me to register. I paid Airmax the full co-pay amount per agreement. City inspection is scheduled on next Monday 8/1/2022. As of now, I consider the job is complete. My many thanks to BBB and ************ of Old Republic for your professional assistance on resolving the issue!!***************************** Pan
Initial Complaint
Date:07/22/2022
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 washing machine broke on July 12, 2022. I contected Old Republic Home Warranty online and they had a repairman out the next day. The repairman said I needed a replacement washer because the cost of repair is greater than the price of replacement. He stated I should here back for Old Republic within 48 hours. I understand the repairman doesn't work for Old Republic and doesn't know their time frames so I waited 72 hours before calling to find out what the answer to my problem was. After waiting over an hour on hold, somebody finally answered. I was told the repair company asked to have my machine repaired and the repair company is handling ordering the parts. Two days later I called the repair company. They told me Old Republic is ordering the parts. I waited 5 more days and tried to contact Old Republic to get the status of my parts. This time I waited an hour and NOBODY answered the phone. I called the repair company and they informed me that Old Republic has now authorized the repair company to order the parts needed. I was told the parts were ordered but are on back order with no arrival time given. I am currently on hold AGAIN with Old Republic. At this point, I have been on hold for 1 hour 23 minutes!Business Response
Date: 07/25/2022
Dear BBB,
Regarding the service request for the washing machine 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 washing machine was diagnosed by ***************************. They determined the issue was with the inner and outer tub assembly. Mr. ********* stated the parts were on back order and did not state there was a release date available.
On July 22, 2022 ORHP sent the information to our purchasing department to have the availability determined. This was explained to **************** and he was informed the research could be **** business dats. He accepted that information.
Once this information is available,ORHP will reach out to Mr. ********* and **************** and provide an update as to if the parts are available, when they are expected to be delivered OR if a new unit is necessary.
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: 07/25/2022
Complaint: 17609597
I am rejecting this response because:
I finally was able to speak with a representative of the company after waiting on hold for over an hour and a half! ****** did inform me there was an authorization for $923 for parts and gave Mr. ********* the ok to order the parts. I told ****** the parts were on back order with no date of delivery. ****** called Mr. ********* and confirmed what I told him then called me back. After ****** and I went over ever single button on my washer, although he had the make and model number given to him by Mr. *********, he informed me it would take another **** business days to figure out what the next step was. In your reponse, you make it sound as if I'm ok waiting another **** business days for somekind of answer. That statement is false! I was not given any other option then to wait. I still have clothing to wash while somebody decides what should be done. I explained to ****** that I was unhappy with that answer but he didn't seem to care. **** business days is an extreme amount of time. How much is a new washing machine? If you had already authorized $923 for parts within 48 hours of Mr. ********* coming to my home, then I would think you could just authorize a replacement just as quick instead of me waiting forever for parts. I do not care if my machine is repaired or if I get a new machine, I just need to do laundry.Please do not use the excuse summer heat or anything else to hide the fact that your customer service is horrible. I have read numerous cutomer accounts stating they had all waited on hold for a lengthy amount of time. If I personlly hadn't checked the progress of my service request, how long would it had been until your company looked into my service request? As busy as you make your company appear to be I would guess never!
Sincerely,
*************************Business Response
Date: 07/26/2022
Dear BBB,
Old Republic Home Protection (ORHP) is in receipt of the rebuttal for review and response. As previously stated, ORHP is awaiting the response from purchasing.
Once this information is available, ORHP will reach out to Mr. ********* and **************** and provide an update as to if the parts are available, when they are expected to be delivered OR if a new unit is necessary.
Best regards,
*************
Plan Compliance Manager
Old Republic Home ProtectionInitial Complaint
Date:07/21/2022
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 currently have under contract a home H**393038353635383938H plan that I purchased in July 2021 from H****3039343435393536H (H32**3339373932363433H). The purchased plan coverage lasts for 2 years and expires in July 2023. I elected to use the H**393038353635383938H purchased (H3936363332**3030H Plan # **-138-414) to diagnose an issue with one of my ** units on June 30th 2022. The service technician, which was chosen by H32**3339373932363433H, diagnosed the failure to be a lack of R22 and a leak in the system. They replaced the coolant and used a solution that would ideally seal the leak. This fix lasted ~6 hours and I gave it a week to see if the system would recover. Once it did not I elected to use my H**393038353635383938H again with H32**3339373932363433H and requested an emergency follow up service on July 14th 2022.The second company (Sub Zero Mechanical LLC) arrive and diagnosed the failed ** unit with the following:- Non-repairable leak in evaporator coil - shorten return duct for proper airflow I followed up with Sub Zero Mechanical LLC on July 18th and spoke with the owner. They told me that Sub Zero Mechanical had contacted H32**3339373932363433H and informed them of the result of the inspection and advised me to reach out to H32**3339373932363433H to schedule the repair(s).I have attempted to reach out the last four (4) days and have been on hold ~2 hours each day (July 18th to July 21) and have not been able to reach anyone about my ** repair. I live in ********, ** and a dead or unrepairable ** unit is considered a hazard to ones health in the state. I have been gracious in giving time to respond and repair the unit over the last month but having no one contact me directly from H32**3339373932363433H AND not having my H**393038353635383938H that was purchased honored is unacceptable.At a MINIMUM I am looking to have my H**393038353635383938H honored and the ** unit either repaired to as "operates as it should" condition or replaced entirely.Business Response
Date: 07/22/2022
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 there was an initial service request submitted on June 30, 2022. The servicer, ********, arrived and diagnosed a failure to the dual capacitor. They did a leak check, none found, and replaced the capacitor. The system operated correctly on July 11, 2022 when they left the property.
On July 15, 2022 ********** contacted ORHP and stated the system was still not operating correctly. It was assigned to ****** and Sons Heating and Cooling LLC for diagnosis. The report was received and the work for replacing the evaporator coil was approved. ********** was contacted related to the costs that are not covered by his Plan. These equaled $500.00 for modifications to a flue pipe and other copper modifications. Once these costs are approved, the work can be completed.
The current status is ORHP has gotten ****** and Sons to supply the parts, they can complete the install on Monday if they receive the approval of the non-covered costs by the end of the day, July 22, 2022.
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: 07/23/2022
Complaint: 17607676
I am rejecting this response because:Their policy CLEARLY states (as shown in the Air Condition & Cooler Policy image included) that the evaporator unit that evaporator coil is included in the coverage WITHOUT any additional cost. EVEN IF there was a cost the policy covers in the coverage limits plan (see attached image). When reading through the general limitations as well there is no clause that they are claiming that exempts ORHP from providing services to repair the units.
In regards to the flue pipe repairs/modifications I receive no such notification from either the service provider (as previously shown in the receipt I was given after the assessment from ***********************) or ORHP. Neither have I been contacted nor emailed in that regard. Given the lack of communication I see it necessary that they pay for the flue modifications needed AND honor their end of the policy for the evaporator coil replacement. I ask that they provide proof of contact for when, what medium (cell/email/mail), and what message was provided.
If they wish to call and discuss feel free to provide them (ORHP) with my number.
Sincerely,
*****************Business Response
Date: 07/26/2022
Dear BBB,
Old Republic Home Protection (ORHP) is in receipt of the rebuttal for review and response. ************ Plan has limitations and exclusions as to what is covered and how much is paid for certain items. One of those items is the exclusion for flue pipes. It states on page 1, NOT COVERED:flues. Therefore, any work related to flues is never covered by the Plan. The copper pipe modifications are modifications to the lines. These are not listed as covered.
There is nowhere in the Plan that it states WITHOUT any additional cost. To the contrary, on page 5 it states Coverage is subject to limitations. There may be additional costs as explained above, certain items are either excluded from coverage OR have limitations on the dollar amount of coverage provided.
Per the terms and conditions of the Plan, $915.00 is being covered for modifications to items that are covered within the Plan. These are secondary drain pan, float switch, PVC mods, duct supply and duct return modifications.As stated above, flue work is a listed exclusion and will not be covered. Copper line modifications are not listed as a covered modifications that is afforded by your Platinum Plan.
********** has requested a call, however it is required by BBB policy to reply to any and all complaints filed. Once a supervisor is available, one will reach out to **********.
Best regards,
*************
Plan Compliance Manager
Old Republic Home Protection
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