ComplaintsforOld Republic Home Protection

• Initial Complaint

  11/06/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  When I purchased my mobile home on March 30, 2023, the seller purchased a policy from ORHP for my property. In February 2024 my heating system stopped working and I contacted ORHP. They sent TPD plumbing company to evaluate the trouble. TPD advised ORHP that the system was too old to repair and when TPD discovered the air conditioner not working, ORHP approved to replace the ***** A week later ORHP advised me that overages and parts not covered totaled $6,821. They refused to give me an invoice delineating this expense but I had to pay it to *** before work could start.The equipment was delivered to my carport. *** began work and right away found additional expenses not covered. This made me question my payment to them. I contacted ORHP asking why expenses were left out of the original estimate. They informed me that *** calculated the overages and parts not covered and ORHP does not review the numbers. *** refused to give me a copy of the charges and said he told ORHP he did not want to install my HVAC but ORHP could not get anyone else to do it and if TPD refused, they would not get any more business from ORHP. TPD had $6,821 of mine, so I could not fire them.The next week TPD gave me a general breakdown of the overages and not covered parts. When I questioned the charges, he said they were industry standards. My research indicates that the cost to replace a new HVAC system in a mobile home in my area in 2024, ranges from $4,500 to $9,000. ORHP refuses to give me the equipment invoice but I am sure that with my $6,821, the money paid to date is over $9,000.I have been without HVAC for 9 months but do not trust ORHPs subcontractor TPD and do not want them working in my home.Note: The Plumbing Doctor was not in your database.

  

  Business response

  11/07/2024

  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 ** to resolve their service request in a timely and professional manner and when this does not occur, steps are taken to review what went wrong and implement improvement.
  
  Ms.********* has a limited warranty Plan that covers failures that are caused by normal wear and use. The Plan has limitations and exclusions to any coverage.
  
  According to the file the initial service request for the **** system blowing cold air was submitted on February 22, 2024. ORHP assigned Advanced Heating & Air, an in-network service provider, to address the issue. They reported to ORHP on February 23, 2024 that the issue was due to prior repairs that occurred. Those repairs caused the unit to fail. The service request was then denied as the failure was not due to normal wear and use.
  
  However,upon a further review, on February 29 the decision to provide coverage was made. A report of the failure and estimate to repair was received on March 4. On March 8  the decision was made to cover not only the furnace, but the ** evaporator and condenser coils. There are costs that the applicable Plan does not cover. These would include over the limit for hauling away the old equipment, line flush, title 24 testing and duct sealing and multiple modifications. They totaled $6,821.00 and would require the approval of Ms. ********* and be paid directly to Advanced Heating and Air.
  
  The detailed costs were sent via email to Ms. ********* on March 8 for her review and decision. She approved the costs on March 11. Part research for availability was then started. The necessary equipment was ordered from a local supplier on or about March 15.
  
  When Advanced arrived to pick up the equipment, they found that the furnace was damaged and that the evaporator coil was not available. ORHP contacted the supplier, and the furnace and evaporator coil were reordered.
  
  On April 5, Advanced Heating contacted ORHP to explain that they had installed the outside condenser, however, while doing the installation, Ms. ********* was questioning the non-covered costs. This required a call from **** to speak directly to Ms. ********** The non-covered costs were again discussed. All of the costs were explained in detail. Ms. ********* then again agreed to the non-covered costs.
  
  On April 9, Advanced Heating contacted ORHP to state that there is mold around the area where they are installing some of the equipment. That mold would need to be removed prior to continuation of replacement. At that time, all work on the system was ceased until that information was received.
  
  Currently,Ms. ********* has not provided the necessary mold remediation and environmental clearance certificate to Advance Heating. Once this information is provided,the replacement can be resumed.
  
  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

  11/01/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  Called to file a claim and found out that my coverage ended. So I renewed it and I was told by five different people in a different department that I could have my claim backdated. Then all of a sudden because they so called sent notice to my email I wasnt able to backdate my plan. I have no recieved any notice from this company. Not my mail nor by email. I was told and I quote It doesnt matter that you didnt receive it. We sent the notice and thats all this is required of us I was also told that a supervisor would call me and no supervisor has called me. They also kept purposely hanging up on me. Ive checked every single email in my box and have received NOTHING from them. Nothing even saying that I renewed with them.

  

  Business response

  11/04/2024

  Dear BBB,
  
  Regarding the request for backdating of a service request; on behalf of Old Republic Home Protection (ORHP) and its employees, please extend our sincere apologies for the circumstances outlined in Ms. ********* letter.
  
  I assure you ORHP employees value the trust each of our Plan Holders place in us to resolve their service request in a timely and professional manner and when this does not occur, steps are taken to review what went wrong and implement improvement.
  
  Ms.******** had a limited warranty Plan that covers failures that are caused by normal wear and use. The Plan has limitations and exclusions to any coverage. According to the file the previous Plan had expired on September 15, 2024.  
  
  Between July 21 and August 21, three renewal notices were sent to the email address that is on file, that address was confirmed correct. A fourth renewal notice was sent via **** on August 29. The Plan was not renewed and expired on September 15, 2024.
  
  On September 30, 2024 Ms. ******** purchased a new Plan. The new Plan had a mandatory 30-day waiting period. ORHP received a call on October 4 from Ms. ******** to submit a service request for the **** system. The request was denied as there was no Plan in effect. The Plan that was purchased was still within the 30-day waiting period.  
  
  Ms.******** called again on November 1 to submit the same **** service request. As this was for the same issue that was reported on October 4 while the Plan was not active, the service request was again denied. This denial was for a pre-existing condition.
  
  Ms.******** canceled her Plan and received a full refund for the purchase price.Additionally, there are NO notes related to being informed a back datingwould occur to provide coverage.
  
  The Plan is canceled, and a full refund has been provided. No further assistance is available.
  
  ORHP appreciates Ms. ******** taking the time to provide her opinion and perspective of her service experience, which in turn, provides ORHP the opportunity to improve the service we provide to our customers.
  
  Best regards,  
  
  ** ****
  Plan Compliance Manager
  Old Republic Home Protection

  Customer response

  11/04/2024

  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

  10/31/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  On September *******. We placed an order request for home warranty on the dryer. Today is October Thirty First Twenty Twenty ************* has Not Been fixed multiple attempts has Been Made to fix the equipment including multiple parts being order at this moment now, discussion it might take up to three more weeks to fix, this will place well above two months trying to fix this equipment. The warranty include if the equipment cannot be fixed it will need to be replaced but the company now is telling me that I have to pay for all previous repairs done if I want to go with that option

  

  Business response

  11/01/2024

  Dear BBB,
  
  Regarding the service request for the dryer 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.
  
  Mr.******* has a limited warranty Plan that covers failures that are caused by normal wear and use. The Plan has limitations and exclusions to any coverage. The Plan explains that ORHP has the sole right to determine repair or replacement.   
  
  According to the file the service request for the dryer was submitted via ORHPs online portal on September 18, 2024. ORHP assigned ****************************,an in-network service provider, to address the issue. They reported to ORHP on October 7, 2024 that the motor and control panel had failed and needed replaced. Those parts were ordered.
  
  The necessary parts arrived and were installed on or about October 30. However,after installation, it was diagnosed that the unit needed additional components to complete the repair. A thermal cut off switch and main control board were needed. These repairs were authorized.
  
  The main control board would require being removed and sent to a facility to be rebuilt. There is a normal 7-10 day turn around time for receipt of the board after being rebuilt. This was explained to Mr. ******** Mr. ******* then inquired about receiving payment in lieu of repair. As the prior parts were installed, the only payment would equal the current repair amount, or approximately $206.00.
  
  Mr.******* then inquired as to why he was not going to be receiving a new ******** was explained that the unit is repairable and per the terms of the Plan, if the unit is repairable, that will typically be the course of action, dependent upon comparison of a new unit vs repair. The terms and timeline for the rebuilding of the control board was accepted by Mr. ******* on October 31. ORHP contacted *********** to have them schedule a time to remove the control board for shipment to the rebuilder.
  
  Approximately 5 hours after Mr. ******* accepted the timeline for the control board rebuild,he contacted ORHP to again state the length of time to repair the unit. Even though it was explained prior, he still didnt understand why the unit was not being replaced. It was again explained that the unit is repairable and that was the course of action the ORHP was taking. ORHP apologized for the time frame,however, ORHP has no control over parts availability and delivery times.
  
  Once the board is rebuilt and returned to ***********, they will arrive and install the parts to complete the repair.
  
  ORHP appreciates Mr. ******* taking the time to provide his opinion and perspective of his service experience, which in turn, provides ORHP the opportunity to improve the service we provide to our customers.
  
  Best regards,  
  
  ** ****
  Plan Compliance Manager
  Old Republic Home Protection

  Customer response

  11/01/2024

   
  Complaint: 22498597
  
  I am rejecting this because:

  Not having a dryer can significantly impact a family's daily routine, causing inconvenience and potential discomfort, especially living in a climate with high humidity, as drying clothes indoors can take much longer and may require extra space to hang clothes properly; this can lead to a feeling of clutter and disruption to normal activities within the home, potentially impacting everyone's mood and overall quality of life.

  I have been very respectful to them but I dont have control of who is contacted to due the job. ********** appliances has been very cordial but now there next appointment to removed the board will be on Nov 8, after that it will be 7-10 days more until the part is refurbish.  After that probably another week more until the part is place that will place us well after mid November and the original request for service was September 18.  I dont think that I am been unreasonable.
  Sincerely,
  
  **** *******

  

  Business response

  11/04/2024

  Dear BBB,
  
  Old Republic Home Protection (ORHP) is in receipt of the rebuttal for review and response.  As previously stated, ORHP has no control over parts availability and delivery times.
  
  Once the board is rebuilt and returned to ***********, they will arrive and install the parts to complete the repair.
  
  Best regards,  
  
  ** ****
  Plan Compliance Manager
  Old Republic Home Protection

• Initial Complaint

  10/30/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  Purchased a home protection warranty and paid for a contractor to come out and replace a sparking wall plate. They didnt do anything. Canceled the policy and was told I would receive $850. They only sent me $654.24. I would like the $195.77 that they shorted me.

  

  Business response

  10/31/2024

  Dear BBB,
  
  Regarding the cancelation and refund of the policy discrepancy; on behalf of Old Republic Home Protection (ORHP) and its employees, please extend our sincere apologies for the circumstances outlined in Ms. ******** letter.
  
  I assure you ORHP employees value the trust each of our Plan Holders place in us to resolve their service request in a timely and professional manner and when this does not occur, steps are taken to review what went wrong and implement improvement.
  
  Ms.******* has a limited warranty Plan that became effective on July 21, 2024. The Plan covers failures that are caused by normal wear and use. The Plan has limitations and exclusions to any coverage. The Plan explains the terms for cancelation on page 15.  
  
  According to the file written cancelation of the Plan was received on September 18, 2024. The Plan was in effect for almost two months. On August ******************************************************************* the garage was submitted. On August 30 the determination of failure for the outlet was due to the outlet being pushed into the wall and breaking. The service request was denied.
  
  On September 18 Ms. ******* contacted ORHP to request a refund of the Plan required $110.00 trade call fee. It was explained that per the Plan terms, the fee was due whether the service request is covered or denied. This is clearly stated on page 13.
  
  Ms.******* then requested that the Plan be canceled, and a refund provided. The Plan was canceled and a pro-rata refund of $654.24 was provided. There were deductions for the plan being in effect for almost two months, the cost that ORHP incurred for the electrical outlet diagnosis and the Plan stated $50.00 processing fee.
  
  The received $654.24 is correct per the terms of the Plan.
  
  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

  10/29/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I am writing to formally request a full refund of my policy premium, renewed on August 21, 2024, due to ORHP's failure to perform contracted services and misleading advertising practices. Despite ORHP's "priority service" promise, I faced multiple issues in trying to secure service when a pipe burst in my attic in September. Out of four vendors assigned to my claim, only one arrived on the Saturday morning after my initial request. This company, however, refused to honor the ORHP warranty and instead demanded cash payment from my mother, who was house-sitting in my absence. I explained this was a home warranty claim, but the technician refused to acknowledge it and left without completing any repairs. After multiple follow-ups with ORHP, your representatives eventually agreed that I could secure my own vendor, with the promise that ORHP would cover 50% of the $350 emergency service fee. However, I ultimately had to pay the entire $350 out-of-pocket, as ORHP later declined to honor the agreement. This stands in ***** contrast to the ORHP vendors demand of $1,695 for a straightforward line cut and shark bite repair, which I believe constitutes an attempt at price gouging.I feel ORHP has misrepresented its "priority service" and failed to meet its contractual obligations, as evidenced by no services provided by ORHP vendors despite my premium payment. Given these factors, I am requesting a 100% refund of my policy renewal premium. This refund is warranted based on ORHP's failure to deliver contracted services, fraudulent advertisement, and deceptive marketing practices. ORHP's call recordings should confirm these details, as all calls were monitored and recorded.

  

  Business response

  10/30/2024

  Dear BBB,
  
  Regarding the service request for the plumbing leak issue; on behalf of Old Republic Home Protection (ORHP) and its employees, please extend our sincere apologies for the circumstances outlined in 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.
  
  Mr.******* has a limited warranty Plan that covers failures that are caused by normal wear and use. The Plan has limitations and exclusions to any coverage. The Plan states on page 14 that items classified by the manufacturer as having a recall,defect or design flaw are not covered.   
  
  According to the file the service request for the plumbing leak was submitted via ORHPs online portal on September 27, 2024. ************************************ was immediately assigned. However, on September 28, the request was canceled as notes show they were too busy. ORHP then received a call from Mr. ******* asking to have Easy Rooter Plumbing assigned as they would be able to arrive that day. Easy Rooter was assigned at Mr. ******** request.
  
  To clarify, the Plan clearly states the process related to a priority or emergencyrequest on page 13. It states that ORHP will initate service within 24 ******** does NOT state a service provider will arrive within 24 hours nor does it state that the repair will occur within 24 hours. In cases of emergency, it is still up to the Plan holder to mitigate losses and prevent further damage.
  On September 30, Mr. ******* contacted ORHP to inquire about getting reimbursed for the work. Although he requested Easy Rooter, now he doesnt want to work with them. He inquired about how to get reimbursed for use of his own company.
  
  On September 30, ORHP attempted to transfer the request again to an in-network service provider. Mr. ******* canceled that request as that provider couldnt arrive until the next day, he wanted sooner service. ORHP then assigned the request to allow Mr. ******* to use his own contractor and be reimbursed at ORHP in-network cost for any covered repair. It was explained that ORHP does not pay retail, and that reimbursement could be substantially less than that retail amount. Mr. ******* accepted those terms.
  
  Mr.******** contractor reported that the issue was with a leaking pex material pipe inside the wall. It was explained that this particular pex piping had been determined by the manufacturer to have a design flaw and was no longer being used. The Plan excludes failures due to manufacturer stated design flaws on page 14, paragraph 1, subsection G. Therefore, per the terms of the applicable Plan, the service request was correctly denied.
  
  On October 6, Mr. ******* contacted ORHP and requested that his Plan be canceled effective immediately. The cancelation occurred and the refund was processed per the terms of the Plan as listed on page 15. The refund in the amount of $1,065.02 was processed and mailed to Mr. ********
  
  Then,Mr. ******* then had the original Plan premium payment of $1,260.00 made on August 6, 2024 contested and it was charged back against ORHP. Meaning, the money that was paid in August of 2024 for the Plan was taken back from ORHP.
  
  ORHP investigated and was informed that the refund check has not been presented for payment. Therefore, the $1,065.02 check has been placed on stop payment. No further refund is required. The original cost of the Plan, $1,260.00, has been refunded due to the disputed payment credit.  
  
  ORHP appreciates Mr. ******* taking the time to provide his opinion and perspective of his service experience, which in turn, provides ORHP the opportunity to improve the service we provide to our customers.
  
  Best regards,  
  
  ** ****
  Plan Compliance Manager
  Old Republic Home Protection

• Initial Complaint

  10/25/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I really appreciate your help in getting me some resolve with Old Republic Home Protection. I have attached a Formal Complaint Letter, the timeline, letters from Old Republic (which many don't make sense to me), Quote from Air Conditioning Company. Please let me know if I should be sending this to the Department of Insurance as well. Currently I have only submitted to you. Thank you,

  

  Business response

  10/28/2024

  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.
  
  Ms.***** has a limited warranty Plan that covers failures that are caused by normal wear and use. The Plan has limitations and exclusions to any coverage.
  
  I have had the service request reassigned to an in-network service provider on a priority basis. I have also established communication via email with Ms. ******
  
  Once ORHP has that diagnosis from the subsequent service provider, a determination of coverage will be made. This will be done all while communicating with Ms.****** She can email me at any time with questions.
  
  ORHP appreciates Ms. ***** taking the time to provide her opinion and perspective of her service experience, which in turn, provides ORHP the opportunity to improve the service we provide to our customers.
  
  Best regards,  
  
  ** ****
  Plan Compliance Manager
  Old Republic Home Protection

• Initial Complaint

  10/25/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  We filed for plumbers to come out the same day we discovered a leak in a pipe, in hopes of minimizing the damage and costs associated with a claim. We were told because the pinhole leak was next to a nail that it would not be covered at all. Even after the tech that was in the garage with us said that it was probably wear and tear on the phone with the claim agent. Our house is ***************************************************************************************************** a corner of the garage next to the ceiling, behind a 2x4 that no homeowner could have punctured by accident. They even had to go through part of the ceiling to be able to replace the pipe because it was so inaccessible. Something about how it was worded we were told our coverage was denied because it had to be caused by a person, which makes no sense, given the location and age of the house. If it was the builders that was 17 years ago and we would have had issues before now. Again the hole was somewhere a person couldn't reach next to the ceiling, behind a 2x4, and above the hotwater heater. We tried to file an appeal and they seemed like they wanted to help us, but when they called the plumbing company they claimed to have talked to a completely different person, named ****, who we have never heard of, talked to before, nor was out at the house fixing the leak, who made up some story about recent construction in the same area that was not true. They are now demanding proof that we had no one out at the house doing work there, which is not possible since no one was here, in order for them to cover the costs.

  

  Business response

  10/28/2024

  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.
  
  Ms.****** has a limited warranty Plan that covers failures that are caused by normal wear and use. The Plan has limitations and exclusions to any coverage.
  
  According to the file the initial service request for the plumbing leak was submitted on October 18, 2024. ORHP assigned **********************, an in-network service provider, to address the issue. Ms. ****** contacted ORHP to state she did not want blue Mountain to arrive to diagnose the issue. ORHP then assigned Zues Plumbing.
  
  Zeus Plumbing reported to ORHP on October 19 that inside the wall there was a hole in the supply line for the water heater. Therefore, as the cause of failure for the water leak was not normal wear and use, the service request was denied.
  
  On October 23 ORHP received a Hubspot complaint. During the investigation of that complaint, ORHP reached out to Zeus Plumbing to obtain more clarification on the leak. ORHP spoke with the technician, and he stated that a nail got pushed into the pipe causing the leak. This occurred during a construction event.
  After that review, the denial was confirmed, and that the failure was not due to normal wear and use and is in accordance with the terms and conditions of the applicable Plan.
  
  ORHP appreciates Ms. ****** taking the time to provide her opinion and perspective of her service experience, which in turn, provides ORHP the opportunity to improve the service we provide to our customers.
  
  Best regards,  
  
  ** ****
  Plan Compliance Manager
  Old Republic Home Protection

  Customer response

  11/01/2024

   
  Complaint: 22474946
  
  I am rejecting this response because: As stated Old Republic did not talk to the technician that was on site. Old Republic's employee stated he had talked to someone who was named **** who was never out at our house. Our records show the tech who was here was named *******. Again our house is ****************************************************************************** the area where the leak occurred. It's inaccessible with it being behind the hotwater heater and behind the 2x4 support for the celing in that corner. On the day of the repair, the plumbing tech that was at the house even stated to one of Old Republic's agents on the phone when we called them back about the denyal that they would constitute it as wear and tear because of that fact aswell. It still got rejected anyway because Old Republic's employee said it had to be caused by a person even after the plumber on site said otherwise.
  
  Sincerely,
  
  ******* ******

  

  Business response

  11/05/2024

  Dear BBB,
  
  Old Republic Home Protection (ORHP) is in receipt of the rebuttal for review and response. As previously stated, ORHP reached out to Zeus Plumbing to obtain more clarification on the leak. ORHP spoke with the technician, and he stated that a nail got pushed into the pipe causing the leak. This occurred during a construction event. The fact that no recent construction has occurred is not relevant.The fact is that a nail into a pipe is NOT normal wear and use. The Plan only covers failures caused by normal wear and use.
  
  The service request will remain denied.
  
  Best regards,  
  
  ** ****
  Plan Compliance Manager
  Old Republic Home Protection

  Customer response

  11/07/2024

   
  Complaint: 22474946
  
  I am rejecting this response because:

  Again the house was built over 17 years ago there was no leak until just now. The employee from Old Republic who was handling the apeal stated we had to prove there was no RECENT work done in the area for it to be covered. Which is impossible to prove since you cannot have records of work that was never done. Old Republic keeps going in circles on what will and won't make it covered.
  
  Sincerely,
  
  ******* ******

• Initial Complaint

  10/24/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  On 10/15/2024 my family filed a claim with Old Republic about a broken washing machine made in 2006 (18 years ago). A service provider arrived the next day (10/16) and said he needed to replace two critical parts, but one of the parts was no longer being made and he would need to check with the manufacturer to see if he could get one. There was no communication from Old Republic after that point. The service order was authorized on their online portal, but still we received no call from Old Republic. After attempting to call Old Republic's number listed in their plan details, I was placed in a labyrinth, in which it was impossible to find someone with whom to discuss my concerns. That intentional misdirection of thousands of consumers alone is cause for a class action suit, but they slyly slip an arbitration provision into their contracts. More on that here: ******************************************************************************************************************************** called the service provider on 10/24 and was told he had reached out to the manufacturer and was waiting to hear back, which could happen at the end of the week. The washing machine is a critical appliance for our family of four. Being without a working washing machine for nearly two weeks is unacceptable when we have a home protection plan with Old Republic. What is even more unacceptable is Old Republic would rather make us wait weeks for parts for an 18-year-old washing machine than provide the reasonable solution of replacing it quickly.

  

  Business response

  10/25/2024

  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.
  
  Mr.****** has a limited warranty Plan that covers failures that are caused by normal wear and use. The Plan has limitations and exclusions to any coverage.
  
  According to the file the service request for the plumbing leak was submitted on October 15, 2024. ORHP assigned ********************, an in-network service provider, to address the issue. Currently, a report from ********* has not been submitted.
  
  ORHP has reached out to ********* to obtain their diagnostic report. Once the report is received a determination of coverage will be made and Mr. ****** will be contacted.
  
  ORHP appreciates Mr. ****** taking the time to provide his opinion and perspective of his service experience, which in turn, provides ORHP the opportunity to improve the service we provide to our customers.
  
  Best regards,  
  
  ** ****
  Plan Compliance Manager
  Old Republic Home Protection

  Customer response

  10/25/2024

   
  Complaint: 22471089
  
  I am rejecting this response because:
  

  ********* has already assessed the situation and come to the unreasonable conclusion that we will need to wait to hear back from the manufacturer regarding whether or not they can supply a part for our discontinued washing machine that is 18 years old. We have now gone 11 days without a washing machine.

  Despite their comments, Old Republic is showing little regard for their warranty owners' best interests and appears only concerned with saving money in spite of those warranty owners.

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

  

  Business response

  10/25/2024

  Dear BBB,
  
  Old Republic Home Protection (ORHP) is in receipt of the rebuttal for review and response. As previously stated, ORHP has reached out to ********* to obtain their diagnostic report. Once the report is received a determination of coverage will be made and Mr. ****** will be contacted.
  
  
  Best regards,  
  
  ** ****
  Plan Compliance Manager
  Old Republic Home Protection

  Customer response

  10/25/2024

  Complaint: 22471089
  
  I am rejecting this response because:

  This feels like more of the delay and runaround tactics we have received for the past 11 days, all of which occurred while we have been attempting to manage a functioning household without the ability to wash our clothes. Again, Old Republic has shown little interest in our wellbeing and a great amount of interest in trying to save a **** at our expense. 

  In addition to that, Old Republic has expressed no concern over the true issue: customers are unable to call them to discuss their concerns with a human being. The number they provide in their documents *****************) attempts to redirect callers back to the website and then leads to a directory, providing no ability to speak with a representative. There are no names associated with warranties, so the consumer is forced to hang up and return to their website, where they have little to no control over their case.This is undoubtedly a calculated, intentional manipulation of their paying customers and clearly demonstrates bad-faith business practices designed to disenfranchise thousands of their customers. 
  

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

• Initial Complaint

  10/19/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I submitted a claim for my oven over a month ago. Im still without a working oven and theres been more damage to my house and oven since they started sending service companies out.The first company assigned to come access and repair caused more damage than they fixed. The technician came out a repeatedly mentioned they did not know how to fix the oven after already taking the oven and stove completely apart. This technician was also unprofessional and continued to ask my wife and I personal questions while working. It took several hours of waiting for the technician who wasnt able to fix the oven put the stove and oven back together since they had no idea what they were doing. After they left I realized the DAMAGED MY KITCHEN TILE by dragging the oven around on the tile. They also LEFT PARTS OF THE OVEN LAYING around the kitchen as they were not able to put the oven back together correctly. After this experience, the Old Republic dashboard shows Service completed as if the service company reported the fixed the issue. Instead, my oven was in pieces, not working, and my tile floors were damaged!I called Old Republic, and the representative offered to send another company.The second company has come out 3 times so far and yet to repair my oven or stove. The first two times was with the same technician. One of the technicians mentioned to me that Old Republics does this as a tactic to not replace appliances (repeatedly sending technicians).

  

  Business response

  10/23/2024

  Dear BBB,
  
  Regarding the service request for the oven issue; on behalf of Old Republic Home Protection (ORHP) and its employees, please extend our sincere apologies for the circumstances outlined in Mr. ******** letter.
  
  I assure you ORHP employees value the trust each of our Plan Holders place in ** to resolve their service request in a timely and professional manner and when this does not occur, steps are taken to review what went wrong and implement improvement.
  
  ********** has a limited warranty Plan that covers failures that are caused by normal wear and use. The Plan has limitations and exclusions to any coverage.
  
  To address the damage to the tile, Mr. ******* has spoken with one of ORHPs associates and per the notes from October 21, that issue will be resolved directly with the service provider that caused the alleged damage.
  
  According to the file, the current issue with the stove not operating has been provided to one of ORHPs upper-level associates. They will be reaching out to ********** directly to discuss the issue. As there has been no report by any of the service providers of the unit being unrepairable, the option to replace the stove is not available.
  
  Once ORHP has an updated diagnosis a determination of coverage will be made.
  
  ORHP appreciates Mr. ******* taking the time to provide his opinion and perspective of his service experience, which in turn, provides ORHP the opportunity to improve the service we provide to our customers.
  
  Best regards,  
  
  ** ****
  Plan Compliance Manager
  Old Republic Home Protection

  Customer response

  10/25/2024

   
  Complaint: 22445962
  
  I am rejecting this response because:
  

  My oven is still not repaired as part of the home warranty plan. Im waiting on the 5th attempt to repair. Thus, my compliant has yet to be resolved. Responding to ORHPs comments below:

  > To address the damage to the tile, Mr. ******* has spoken with one of ORHPs associates and per the notes from October 21, that issue will be resolved directly with the service provider that caused the alleged damage. 
  

  This damage is to my tile floor. *** reached out to the service provider, but they have not taken action to repair (or reimburse) for the damage yet.

  > According to the file, the current issue with the stove not operating has been provided to one of ORHPs upper-level associates. They will be reaching out to Mr. ******* directly to discuss the issue. As there has been no report by any of the service providers of the unit being unrepairable, the option to replace the stove is not available. 

  ORHPs upper-level associate reached on Tuesday Oct 22nd and reiterated they cannot replace due to lack of a report by the service provider. Im waiting for the 5th attempt at repair. After the first two, Id expect ********************** to facilitate getting the report from the service provider instead of prolonging over serveral weeks. 

  
  Once ORHP has an updated diagnosis a determination of coverage will be made.
  
  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.

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

  

  Business response

  10/25/2024

  Dear BBB,
  
  Old Republic Home Protection (ORHP) is in receipt of the rebuttal for review and response. As stated, the issue with the tile floor must be addressed with the service provider who caused the issue. They are an independent business and not an agent nor employee of ORHP.
  
  There is an appointment scheduled for today, October 25. As previously stated, once ORHP has a current diagnosis from A-Fix Service, a determination of coverage will be made.
  
  
  Best regards,  
  
  ** ****
  Plan Compliance Manager
  Old Republic Home Protection

  Customer response

  10/30/2024

   
  Complaint: 22445962
  
  I am rejecting this response because:

  My oven and stove are still not operating after the 5th attempt to repair them. During the 5th attempt, I observed more progress on the repair, but the technicians required a part to complete the repair. After they left, I talked to ORHP on 10/30 and they advised that they will need to send a technician out to double check the electrical before proceeding with the repair on the stove and oven. Thus, they are sending another company out to inspect the electrical wiring of the stove and oven prior to proceeding with the repair. Its worth noting, there have been no electrical issues with the stove and oven since I lived at the house and there were no reports of electrical issues during the two professional house inspections at time of purchase (or reported by the sellers for the past 20 years).

  Im nearing 2 months with a working stove and oven while trying to manage multiple companies attempting to repair my stove and oven. After the electrician and the fellow up to attempt to repair the oven/stove, I will be at 7 attempts to fix my appliance.

  Lastly, I am still trying to work with the original company on the damage to my tile, but they are not making any progress and Im left to try and get this resolved on my own by ORHP. Leaving me juggling 3 repair companies now.

  > There is an appointment scheduled for today, October 25. As previously stated, once ORHP has a current diagnosis from A-Fix Service, a determination of coverage will be made.

  While I expected a determination of coverage in the last visit (potentially to replace my oven and stove), Im continuing to have to go through process for the sake of attempted repairs. I hope we are able to get to resolution soon as I have spent many hours waiting and being home from work for repair companies that are unable to fix my stove and oven.
  
  Sincerely,
  
  ***** *******

• Initial Complaint

  10/14/2024

  Complaint Type:

  Customer Service Issues

  Status:

  Answered

  More info

  There was a water leak in the garage area, service call placed, problem was diagnosed as a slab leak. Old Republic, the Home Warranty sent out their contractor plumber by the name of ******* Plumbing to address the problem, initially I was quoted for $650, but after initial checking the charges went up to $1875. Payment was made electronically as required with promise that the problem would be resolved and final. With several holes opened on the walls in garage and the guest bathroom, leaking still exists and I was told that repiping of the whole townhome is necessary. He left holes on the walls saying h*** be back to cover up with some plastic but never returned. Problem unsolved and water still leaks with the hot water turned on.

  

  Business response

  10/15/2024

  Dear BBB,
  
  Regarding the service request for the slab leak issue; on behalf of Old Republic Home Protection (ORHP) and its employees, please extend our sincere apologies for the circumstances outlined in Ms. ***** letter.
  
  I assure you ORHP employees value the trust each of our Plan Holders place in us to resolve their service request in a timely and professional manner and when this does not occur, steps are taken to review what went wrong and implement improvement.
  
  Ms.**** has a limited warranty Plan that covers failures that are caused by normal wear and use. The Plan has limitations and exclusions to any coverage. The Plan states on page 2 that the maximum the Plan will pay for a slab leak is $2,500.00. 
  
  According to the file the service request for the plumbing leak was submitted on August 10, 2024. ORHP assigned American Plumbing & Heating, an in-network service provider, to address the issue. They reported to ORHP on August ************************************************************************* ***** unit. They asked for the request to be transferred to a plumber that had leak detection equipment.
  
  On August 17 the request was assigned to ********************************. They reported to ORHP on August 20 that the issue was in the supply line located in the slab.They would need to access the leak via cabinetry and the slab. On page of the Plan, it states the maximum liability for the Plan for a Platinum level Plan.That amount equals $2,500.00. At that time, there was $675.00 in costs over that amount.
  
  Therefore,on August 20 the maximum liability for a slab leak repair, $2,500.00 was authorized to be paid to ***********************. However, while ******* Plumbing was performing the repair, they discovered additional issues that required repair. This equaled an additional $1,200.00 worth of repairs. As the full limit of liability of the Plan had been paid, that amount would also have to be paid directly to ******* Plumbing by Ms. *****
  
  To summarize there has been paid the full $2,500.00 limit of liability for a slab/plumbing leak paid to Ms. **** for the current issue. Nothing further is available to be paid.
  
  ORHP appreciates Ms. **** taking the time to provide her opinion and perspective of her service experience, which in turn, provides ORHP the opportunity to improve the service we provide to our customers.
  
  Best regards,  
  
  ** ****
  Plan Compliance Manager
  Old Republic Home Protection
  

  Customer response

  10/15/2024

   
  Complaint: 22413823
  
  I am rejecting this response because:

  the timeline of the whole incident was correct, when the first service was given by American plumbing, I paid $85 for the service call; then when ******* plumbing came, I was quoted $675 then another $1200 for the repairwhich he did not finish the job and never returned. As for the coverage of $2500, I was not given any explanation or description of where it was spent! If ******* plumbing charged me on top of that amount, the total would be $675+$1200+2500=$4375. Of this I wasnt given a receipt or a breakdown for this amount! Not to mention this is way above a reasonable charge. According to other more reliable plumber, he might repair the wrong pipe for the leakit should be the hot water pipe instead of the cold water pipe.
  
  Sincerely,
  
  R. Hong

  

  Business response

  10/16/2024

  Dear BBB,
  
  Old Republic Home Protection (ORHP) is in receipt of the rebuttal for review and response. As previously stated, ORHP has paid the full limit of liability of the applicable Plan. Ms. **** has received the full benefit of what she is entitled.Nothing more will be paid. Any desire of Ms. **** to receive an invoice of the cost will need to be provided by Americas Choice, who did the actual work.
  
  Best regards,  
  
  ** ****
  Plan Compliance Manager
  Old Republic Home Protection

*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. ↩