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 Company, Inc.

  2948 Blacksmith Ct Delaware, OH 43015-9191

• 

  Old Republic Home Protection

  Chandler, AZ 85224

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:08/01/2025

  Type:Billing 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.

  Conducting business with ORHP while in an "emergency state" per their documentation resulted in being in a prolonged emergency state, no water, no resolution, and being double charged due to the request being denied, even though I was told ORHP wouldn't charge me anything. There's been no communication or follow up regardless of my attempts.Timeline:7/13/25: Contacted ORHP to fulfill an emergency claim, water pipe breakage causing my home to be without water.7/13/25: 10:30am, a contractor was assigned to my by the company and would reach out.7/14/25: No contact from contractor, I reached out to the ORHP for help as the home was without water. Company told me the contractor couldn't come out until 7/17 at the earliest. I requested a different contract be assigned as being without water for 4+ days wasn't an option.7/14/25: 5:18pm: Contractor was removed, with no update as to when/if another contractor was coming. Called ORHP numerous times: 8:34am waited on hold transferred and back on hold for 20 mins 11:07am placed on hold with no contact. 3:34pm: placed on hold transferred and back on hold 2hrs 4 min No resolution or plan to solve problem.7/16/25: 7:40am Get a call from ORHP and was authorized to use an outside contractor. Called company to fix pipe, pipe was fixed by noon. Paid contractor. Submitted claim to ORHP.7/16/25: 12:51pm Recieved call from ORHP. The breakage wasn't covered, and ORHP won't pay for it. I was told, the entire request would be cancelled and I wouldn't incur any fees from ORHP.7/25/25: Fee charged to my credit card, with no email correspondence or justification. 7/29/25: *************** Request to get call or email explaining why I was charged a service fee when I was told not to.7/30/25: ORHP updated Service Requests removing my request for contact with no documentation or response.8/1/25: Called and left on hold and updated service request again to get any information regarding my account.

  Customer Answer

  Date: 08/01/2025

  Greetings,

   

  The company did reach out and resolve the issue. If possible, I'd like to mark this as resolved. 

  If you have any questions please contact me.

  Thank you!

• Initial Complaint

  Date:07/24/2025

  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.

  Old Republic Home Protection Negligent Claims *********************** Resulted in ************************* Failure Policy #********** Overview:This complaint concerns the catastrophic failure of three HVAC units at the insured property, which was directly caused by the negligence and misdiagnoses of technicians sent by Old Republic Home Protection (ORHP). Their repeated failure to properly inspect or diagnose the systems led to total system failure, and a subsequent denial of coverage, systematically circumventing their responsibility. *********************** 11, 2024 First Tech (Desert Snow): Brief visit, tech requested reassignment.Nov 12 ************************************* Misdiagnosed issue as low battery thermostat, stated no mechanical issues; falsely stated thermostats were not covered. Thermostats replaced per recommendation. DecJun: Minor renovations; house unoccupied, HVAC unused.Jul 18, 2025 Claim Reopened. Third & Fourth Techs: One refused service, the other falsely claimed no power at the panel (disproven by a licensed electrician). No follow-up.Jul 19 My Techs (Out of network): Both spent over an hour. Found evidence of failure of all three systems, due to minor issues that Jul 24 Fifth Tech: Brief visit, incorrectly blamed an unsubstantiated power surge. Very rude and hostile tech. Based on this, ORHP denied the claim.?Issues:Technicians often spent less than 5 minutes on-site.Initial misdiagnosis led to catastrophic failure.ORHPs denial appears based on an unsupported theory (power surge), contradicted by independent experts who attribute to low voltage wiring issues which are covered by plan.The property experienced unsafe temperatures (104F+) during delays, creating a serious health risk to medically sensitive individuals.Resolution Sought:Approval for full HVAC system replacement under the policy. Buy out acceptable. Reimbursement of out-of-pocket diagnostic costs.

  

  Business Response

  Date: 07/25/2025

  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.
  
  In connection with my response to the above complaint, I have reviewed the plan that was purchased. The plan was purchased on August 27, 2024, with an effective date of August 27, 2024. (SNV 7.0 ******************* Renewal with optional pool/spa/saltwater equipment coverage). The plan document has limits and exclusions and required trade call fees.
  
  Pursuant to that plan the initial service request for an **** issue was submitted on November 11, 2024.
  
  My review included service provider notes, authorization agent notes and supervisor notes. A timeline of the events surrounding your complaint is listed below.
  
  1.         November 11, 2024. ******* contacted ORHP to report that the ** was not cooling to desired temperature and there was low air flow from the vents. ORHP assigned Desert Snow Air Conditioning, an in-network service provider, to address the issue. However,Desert Snow was not responsive and ORHP transferred the request to *************************** another in-network provider.
  
  2.         November 14, 2024. Advanced Home reported that they reviewed the system in the home, it was operating as designed.There were no failures to the system.
  
  3.         July 18, 2025.  Ms. **** contacted ORHP to request that the service request be recalled. This is a process for having a servicer back to a property within 30 days of the original diagnosis or repair. The time frame of 8 months is not an option for a recall and a new request with a new $100.00 Plan trade call fee being required. ORHP assigned **********************************an ORHP in-network service provider. However, Ms. **** refused to allow them to perform the work. ORHP then transferred the work to another in-network provider, *********
  
              Oahu Air arrived and determined that the thermostat wiring was incorrect or improperly installed. They refused to perform the work. ORHP immediately transferred the request to *********************************
  
  4.         July 19, 2025. AB&E reported that the issue was with no power to the thermostats nor all three ** units in the home. They stated that the home was currently not being lived in and was currently being remodeled. They stated that there was currently an electrician at the property. They recommended that an electrician be sent to inspect the issue with no power to the thermostat or units. MS. **** stated she was going to have her own contractor make a diagnosis. It was explained that she was able to use her own contractor, however, any reimbursement would be at **** in-network cost. The example was given that if her contractor charged $5000 and an ORHP in-network contractor charged, $1500, the $1500 is what she would be reimbursed.Additionally all estimates would require prior authorization from ORHP before the work was completed. Ms. **** understood and agreed.  +
  
              ORHP received an estimate from Ms. ***** chosen contractor. It was for the replacement of all three ** units. It states that they are R-22 discontinued refrigerant. It also confirms that all transformers are blown as well as relays and blower motors. It confirms that the primary issue is the compressors.
  
  5.         July 21, 2025. The estimates provided equaled $34,943.00 for all three unit replacements at Ms. ***** contractorsretail cost. ORHP was working to calculate the cost of reimbursement at in-network pricing.  A tentative amount was determined and a call made to Ms. ***** It was explained that the amount was over $10,000, however it was being submitted to higher level Management for approval and she would be called the next day with a specific amount.
  
  6.         July 22, 2025. Ms. **** contacted *** to discuss the reimbursement. She stated that the amount was too low. It was again explained that the amount is what an ORHP in-network provider would charge ORHP for the work. Ms. **** then asked for another ORHP in-network provider be assigned. It was explained that the process would start anew. This is what Ms. **** requested, therefore, ORHP assigned Ultra Heating & Cooling & Refrigeration to assess the issue with the **** system.
  
  7.         July 23, 2025. Ultra contacted **** to report their diagnosis. They stated that all the transformers are shorted out, wiring is shorted to the furnace, a condenser has 2 filter driers installed, the American Standard unit does not have proper straps that caused components to touch and short out. They stated that the units are in very poor condition. They also state that the remodel has caused the units to be clogged with substantial dust. They reported that none of the failures are due to normal wear and use. ORHP reviewed the diagnosis and determined that a full denial was proper due to failures not due to normal wear and use. However,when this denial was communicated to Ms. ***** she asked for confirmation that she still had authorizaiotn for using her own contractor. It was again explained that the service request for repair was denied due to failure not caused by normal wear and use. ORHP then contacted Ultra again for more details. It was explained to Ms. **** that due to the burn marks, missing straps holding transformers and all the burn marks on the electrical components, the denial would stand and no coverage was provided.  
  
  8.         July 24, 2025. ORHP received photographs of the burned components. A call was made to Ms. **** explaining that the photos confirmed the diagnosis and the denial is ********** Tsao did not agree and even referred to the November of 2024 ************** was explained that was over eight months prior and did not have any influence on the current issue. The electrical surge could have occurred at any time since that November 2024 visit.
  
  
  ORHP has reviewed the diagnosis and confirmed said diagnosis with photos of the burnt components. The denial is sound and in accordance with the terms and conditions of the applicable legal and binding Plan.  No additional review will occur.
  
  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:07/24/2025

  Type:Order 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 a home warranty with old republic clearly states that my pool salt system. The controller and the cell are covered under my contract. They denied my coverage and refused to send me the denial letter. The company that came out. Refused to return my phone call. With the official findings no reason why just states that I am not covered in denying it. There is only two components to my system the controller and the cell I would like these repaired or I would like a refund on my annual payment.

  

  Business Response

  Date: 07/24/2025

  Dear BBB,
  
  Regarding the service request for the pool issue 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.
  
  In connection with my response to the above complaint, I have reviewed the plan you purchased. The plan was purchased as a renewal, with an effective date of September 15, 2024. (CA 7.0 ******************* with optional pool/spa/saltwater equipment coverage). The plan document has limits and exclusions and required trade call fees.
  
  Pursuant to that plan a service request was submitted for the pool equipment having no power on May 14, 2025.. ORHP assigned **********************, an **** in-network service provider, to address the issue.
  
  My review included service provider notes, authorization agent notes and supervisor notes. A timeline of the events surrounding your complaint is listed below.
  
  1.         May 14, 2025. Mr. ***** contacted ORHP via phone to report that the pool equipment had no power. The service request was assigned to **********************, an in-network service provider.
  
  2.         May 22, 2025. Upland Pool reported to ORHP that the issue was a failure to the power center of the unit. The power center had failed, causing the salt cell to not operate due to no voltage from the power center. The service request was then denied as the ************ is specifically listed as excluded from coverage.
  
  3.         May 28, 2025. Mr. ***** contacted ORHP to state that the control board was bad. ORHP contacted Upland pool for a more detailed description of the failure. They stated that the control board is in the ************. It is what control power to the salt cell. Even if the salt cell was replaced, it would not operate as the ************ has failed. It appears that coverage was applied four years ago to the ************. It was explained that the coverage then should not have been applied. However, as it is determined as excluded, it will not have coverage applied at this time. Previous coverage was in error and was to Mr. ****** benefit.  
  
  4.         June 05, 2025. Mr. ***** again contacted ORHP to discuss the denial. He still disagreed that the ************ is listed as excluded. This is listed on page 12. Under the not covered portion of pool coverage, it specifically lists ************. ornamental fountain motors and pumps; power center; electronic or computerized control boards that are part of a remote or automated management system  The ************ is not afforded coverage. The denial was correct.  
  
  5.         July 23, 2025. Mr. ***** again called related to the denial. He stated he wanted the denial sent to him so he could provide it to the BBB. ORHP received the BBB complaint.
  
  To summarize the issue. The failure to the pool equipment was determined to be the ************. This is a specifically listed excluded component. As it is listed as excluded from coverage, the request for the repair was denied per the terms and conditions of the applicable Plan.  
  
  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

  Date:07/22/2025

  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 posted two claims on 07/14/2025, one about my fan not working and the other about my washing machine. Today 7/22/25 I got a call and despite multiple efforts over the past six hours, I have been unable to reach a representative to address an urgent issue covered under my home warranty plan. I have called your listed customer service number at various times of the day, only to be met with long hold times, dropped calls, or no answer at all. This level of unresponsiveness is both unacceptable and deeply concerning for a company that promotes itself as providing reliable support for home repairs.

  

  Business Response

  Date: 07/24/2025

  Dear BBB,
  
  Regarding the service request for the washer and ceiling fan issues; 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.
  
  In connection with my response to the above complaint, I have reviewed the plan you purchased. The plan was purchased on July 29, 2024, with an effective date of July 31, 2024. (TX 7.0 Gold level Plan). The plan document has limits and exclusions and required trade call fees.
  
  Pursuant to that plan a service request was submitted for a ceiling fan and washing machine issue on July 14, 2025.
  
  My review included service provider notes, authorization agent notes and supervisor notes. A timeline of the events surrounding your complaint is listed below.
  
  1.         July 14, 2025. Mr. ****** contacted ORHP to report that the washing machine was shaking excessively and not completing cycles. The service request was assigned to *************, an in-network service provider. He submitted a service request for the ceiling fan in a bedroom not turning on. **** did not have an in-network service provider available to address the issue, therefore, Mr. ****** was permitted to secure his own chosen contractor.
  
  2.         July 21, 2025. ORHP received the report from Mr. ****** contractor, *************************, for the ceiling fan issue. ORHP approved and processed the reimbursement of $250.00 for the ceiling fan replacement. That check should be received within the next 21 business days.  
  
  3.         July 22, 2025. ORHP received the diagnosis report from Appliance Pro for the washing machine. They were unable to locate the parts and requested that ORHP research availability of the necessary parts for the repair. Mr. ****** was made aware that ORHPs purchasing department was researching the necessary parts and it would typically be a 5-7 day turnaround on that research and ordering them if available.
  4.         July 23, 2025. ORHP received the BBB complaint that stated an ORHP representative was not able to be reached and Mr. ****** was concerned about the issue of being on the phone for extended times and not able to speak with an associate.
  
  
  
  ORHP made Mr. ****** aware on July 22 that the payment for the ceiling fan was already processed, and it will arrive within the next 21 business days. **** has also explained it is currently researching the parts necessary for the washing machine and Mr. ****** will be made aware of the availability and delivery time to Appliance Pro.
  
  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 Answer

  Date: 07/24/2025

  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:07/22/2025

  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 had a covered breakdown of my refrigerator three months ago. It took them coming out to fix it three separate times. Now just three months later, the same issue. It was a progressive problem, there was a loud noise then after a few days the fridge completely stopped cooling. This time, I called them immediately once it started to make this sound. We have a newborn infant so having a working refrigerator is extremely important for us. Unfortunately, instead of fixing the issue before it completely broke down, they denied our second claim for this repeating issue since "it was cooling" when the technician came out, regardless of my having explained it would end up not working over the weekend. Saturday, it stopped cooling just as I had suspected. And now we're waiting on parts/approval/scheduling while we have no safe place to store and cool our infant's milk.We have had to pay several dispatch fees for this recurring issue. At this point they should be covering the cost of all our lost food as well, since this should have been avoided by resolving the problem before the complete and total breakdown of our equipment. They should not be charging me repeating fees for this recurring issue which was covered and inadequately repaired. We should be getting a replacement fridge instead of trying to repair this one over and over again.

  

  Business Response

  Date: 07/23/2025

  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 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.
  
  In connection with my response to the above complaint, I have reviewed the plan was purchased. The plan was purchased as a renewal, with an effective date of October 06, 2024. (CA 7.0 Gold level Plan). The plan document has limits and exclusions and required trade call fees.
  
  Pursuant to that plan service requests were submitted for the refrigerator. The first was submitted on April 10, 2025.
  
  My review included service provider notes, authorization agent notes and supervisor notes. A timeline of the events surrounding your complaint is listed below.
  
  1.         April 10, 2025. *********** contacted ORHP to submit a service request for the kitchen refrigerator not keeping the food cold. ORHP assigned *********************, an in-network service provider, to address the issue.
  
  2.         April 18, 2025. Signature Repairs replaced the freezer evaporator fan blade assembly, the condenser fan and an inverter board. The unit appeared to be working as designed.
  
  3.         May 05, 2025. *********** contacted ORHP to report that the ice maker was no longer operating.  ORHP again dispatched Signature Repairs.  
  
  4.         June 18, 2025. According to the notes, Ms. ******** cancelled the service request. There is no information as to the reason for the cancellation.
  
  5.         July 09, 2025. *********** submitted a new service request via ORHPs online portal. It was for the unit not keeping food cold and unusual noise. ORHP assigned ******** to address the issue.
  
  6.         July 17, 2025. *** reported that they were showed a video of the unit making noise. While at the home, there was no noise present. *** contacted the manufacturer technical support who stated that the evaporator fan motor would probably require replacement. According to ***, the manufacturer, ******, states it is a manufacturer defect, however, the applicable recall period has expired. However,the repair request was denied as the Plan clearly states that noises, absent an actual failure, are not covered. It was explained to Ms. ******** that unless the failure is present at the time of the servicer visit, and the failure is confirmed, the Plan does not provide coverage
  
  7.         July 21, 2025. *********** contacted ORHP again stating the issue is on-going and that she has a baby and food and milk went bad. She stated she wanted reimbursed for food that spoiled. It was explained that the Plan specifically excludes that from any reimbursement or coverage. IT was further explained that if the refrigerator was not repairable, then a new unit would be researched. However, if repairs are viable, that is the course of action that will be taken. Ms. ******** then stated she would make a public statement about the company if the refrigerator issue is not resolved. However, ORHP did create a new service request for the same issue to be reevaluated.  
  
  8.         July 22, 2025. The service request was again reassigned ***. They reported that both evaporator fan motors should be replaced for noise. That repair was approved, and *** was authorized to order the necessary replacement motors.  I have approved the refund of the $110.00 trade call for the most recent work order.
  
  ORHP has approved the replacement of the evaporator motors. The request for reimbursement of food that has gone bad is specifically excluded from coverage and no reimbursement 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 Answer

  Date: 07/23/2025

   
  Complaint: 23638674
  
  I am rejecting this response because:
  
  I have paid several trade call fees for this recurring issue. one fee refund is insufficient. 
  

  if the fridge has this same issue again we need agreement it needs to be replaced. 
  
  Sincerely,
  
  ***** ********

  

  Business Response

  Date: 07/24/2025

  Dear BBB,
  
  Old Republic Home Protection (ORHP) is in receipt of the rebuttal for review and response. As previously stated, the trade call fee was refunded. No reimbursement for spoiled food is available.
  
  The repair is scheduled for July 25. Once that is completed, any additional failures will require diagnosis and estimates for repair. There is no agreement of replacement until such time it is deemed to be unrepairable.
  
  
  
  Best regards,  
  
  ** ****
  Plan Compliance Manager
  Old Republic Home Protection

  Customer Answer

  Date: 07/24/2025

   
  Complaint: 23638674
  
  I am rejecting this response because:
  
  I have paid three trade call fees for this issue. You reference only one being refunded.
  
  Sincerely,
  
  ***** ********

• Initial Complaint

  Date:07/21/2025

  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.

  It takes 45 minutes (consistently above 30 minutes) to get a hold of an agent on the phone.When I logged in to the website to check the status of a service request, it says it's pending authorization and I need to contact them. Not once did they notify me that I need to speak to them via email or text.When I try to call back, I can never reach an ***********'s call is 1 hour 8 minutes so far and still getting hold music. This is not a one off problem - this business seems to be intentionally understaffing their call centers to reduce their expenses both on staff and also on fulfilling less claims.

  

  Business Response

  Date: 07/22/2025

  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.
  
  In connection with my response to the above complaint, I have reviewed the plan you purchased. The plan was purchased as a renewal, with an effective date of January 2, 2025. (CA 7.1 standard level Plan with optional air conditioning coverage).The plan document has limits and exclusions and required trade call fees.
  
  Pursuant to that plan a service request was submitted for an **** issue on June 24, 2025. ORHP assigned High *************, an **** in-network service provider,to address the issues.
  
  My review included service provider notes, authorization agent notes and supervisor notes. A timeline of the events surrounding your complaint is listed below.
  
  1.         June 24, 2025. Mr. **** contacted ORHP to report that the ** in the unit was blowing warm air. The service request was assigned to ******************, an in-network service provider.
  
  2.         June 27, 2025. ********* reported that they replaced a failed contactor in the unit. The system was working as designed.
  
  3.         July 7, 2025. Mr. **** contacted ORHP to report that the system was again not blowing cold air. ORHP again assigned High Tech ****.
  
  4.         July 16, 2025. ********* reported that the issue was a failure to the compressor. ORHP approved the repair pending approval of costs that the applicable Plan did not cover. The necessary parts were being researched for availability.
  
  5.         July 21, 2025. ORHP received approval from Mr. **** for the non-covered portion. The parts were then confirmed with High Tech and would be ordered upon receipt of the necessary confirmation of that information.
  
  Once the parts are confirmed, they will be ordered from a local supplier. They will be picked up by ********* and an appointment scheduled for the installation.
  
  ORHP apologizes for long hold time. We certainly understand the frustration with longer than desired hold times. However, it is the heart of the summer and call volume is at an extreme level. ORHP does anticipate higher call volume, however,cannot staff for the highest volume anticipated.
  
  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

  Date:07/21/2025

  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 dishwasher broke and I contacted Old Republic Home Protection on 7/7 and submitted a request to get it fixed. I was matched with a company called A1, and it's been very challenging to contact both A1 and Old Republic. Nobody answers our calls, and it's been 2 weeks now without a functional dishwasher, which is extremely challenging for our family due to the amount of work this has added to our household.Summary of activities:1) ****** submitted request to Old Republic on 7/7 2) ****** contacted A1 on 7/8 to schedule an appointment 3) Technician came to our house later that week, and said the problem was with the dishwasher motor, and order a replacement 4) We tried to contact A1 Appliance Repair (**************) multiple times to get an ETA on part delivery and replacement, and it was extremely challenging to talk to them since nobody was picking up our calls. Whenever we spoke to them, they did not have an ETA, and had no urgency on our request 5) Technician came back to our house on Friday 7/18 and replaced motor. He said he had tested everything and issue was fixed, however, once he left, we loaded the dishwasher and the problem remains exactly as it was (dishes remain dirty after a full cycle). We also reported a leak issue, and the technician did not address the issue (he doesn't seem to know how to).6) I've been trying to contact both Old Republic and A1 several times since Friday. A1 does not answer our calls, and I've waited over 3 hours on the phone trying to talk to someone from Old Republic from the ************************ so we can either request a new dishwasher or have a new company assigned to us to fix the issue asap.7) I'm giving up since I don't have more hours to waste for a paid service, and decided to file this complaint to get a fix for this issue.

  

  Business Response

  Date: 07/22/2025

  Dear BBB,
  
  Regarding the service request for the dishwasher 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.
  
  On July 18, 2025 the technician from A1 Appliance Repair replaced a motor,however, per Mr. ****** the unit was still not operating correctly. He requested a replacement. It was explained that until a servicer deems the unit unrepairable, replacement is not an option.
  
  On July 21, 2025, ORHP assigned a subsequent service provider, A Go Home Appliance Repair. Once they provide ORHP with a diagnostic report, a determination of coverage will be made. Nothing can proceed until that report is provided.
  
  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 Answer

  Date: 07/22/2025

   
  Complaint: 23631651
  
  I am rejecting this response because it's unacceptable to leave customers without basic appliances like a dishwasher for 3+ weeks. It seems like there is no urgency to get this resolved.

  I called the new appliance repair company yesterday, and the earliest appointment available is tomorrow 23-Jul from 8-12pm. From there, the technician will probably guess (again - just like the motor replacement) what the fix is, order new parts, come back after a week or so, and hope they get the issue fixed. If it isn't fixed again, I'll have to go through this entire process for the third time.

  How can I have a guarantee that the company is sending an experienced technician and will put the right urgency into resolving this issue? For how much longer Old Republic think is okay to be without a dishwasher for an entire family? This truly adds a lot on our plates and our mental health since we have to wash all dishes by hand for so long. We paid for the home warranty services to have high quality services, which is not what we are getting right now.

  I'm really hoping we can get to a quick agreement here. We have flexibility to have a technician come to hour house asap. All I am asking is for the dishwasher issue to be fixed quickly and not having to wait a month or longer for that.

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

  

  Business Response

  Date: 07/23/2025

  Dear BBB,
  
  Old Republic Home Protection (ORHP) is in receipt of the rebuttal for review and response. As previously stated, op July 21, 2025, ORHP assigned a subsequent service provider, A Go Home Appliance Repair.
  
  Once they provide ORHP with a diagnostic report, a determination of coverage will be made. Nothing can proceed until that report is provided.
  
  
  Best regards,  
  
  ** ****
  Plan Compliance Manager
  Old Republic Home Protection
  

• Initial Complaint

  Date:07/21/2025

  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.

  trying to use home warranty to fix a dishwasher. been multiple days after they sent someone out. cannont get ahold of Old republic nor can we get ahold of the repair agency *********** in ************* **. still a broken dishwasher and we have paid our deductible. have sent text, phone calls as well as reached out on ********.

  

  Business Response

  Date: 07/21/2025

  Dear BBB,
  
  Regarding the service request for the dishwasher 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.
  
  In connection with my response to the above complaint, I have reviewed the plan that was purchased. The plan was purchased on June 10, 2025, with an effective date of June 16, 2025. (TX 7.1 Silver Level Plan). The plan document has limits and exclusions and required trade call fees.
  
  Pursuant to that plan a service request was submitted for a dishwasher issue on July 11, 2025. ORHP assigned S and ********* and Repair Company LLC, an **** in-network service provider, to address the issue.
  
  My review included service provider notes, authorization agent notes and supervisor notes. A timeline of the events surrounding your complaint is listed below.
  
  1.         July 11, 2025. Ms. ************** ORHP to report that the dishwasher was not turning on and the soap wouldnt dissolve. The service request was assigned to S and ********* and Repair Company LLC, an in-network service provider.
  
  2.         July 18, 2025. Mr. ***** contacted **** to report that they had an appointment that day and they didnt get any information from S and W. He explained that the only told him they had to order a part. He has been trying to reach them and keeps getting left on hold.He was transferred to ORHPs authorization department. However, ORHP cannot make a determination until the diagnostic report is provided.  
  
  3.         July 21, 2025. ORHP received a face book complaint. It was forwarded to the appropriate department for review and response.
  
  
  ORHP in-network service providers have a pre-established amount of repair dollars that are authorized. At times, if the repair is below that amount, they simply order the necessary parts and make the repair without having to provide a report to ORHP.This permits a quicker resolution of the issue.
  Once the part that has been ordered arrives, a subsequent appointment will be scheduled to complete the necessary repairs. ORHP asks for patience to allow arrival of the parts and scheduling of that appointment.
  
  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

  Date:07/21/2025

  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.

  Emergency HVAC required. Used a license reputable contractor. Stayed within reasonable limitations of service and Emergency trade call fee.

  

  Business Response

  Date: 07/22/2025

  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.
  
  In connection with my response to the above complaint, I have reviewed the plan you purchased. The plan was purchased as a renewal, with an effective date of June 28, 2025. (TX 7.1 Gold level coverage Plan). The plan document has limits and exclusions and required trade call fees.
  
  Pursuant to that plan a request for reimbursement was submitted for an **** issue on June 12, 2025. That work was completed on or about June 10, 2025, by ********* own contractor, ************** & Air. Ms. ****** did not follow the terms and conditions of the applicable Plan.
  
  The Plan specifically states on page 8 what to do when an issue arises with a system or appliance in the home. Ms. ****** has been an OHRP Plan holder for ten plus years. She has filed other service requests and should be aware of the process.
  
  As the Plan also states on page 8, We will not reimburse you for services performed without our prior authorization, the request for reimbursement was correctly denied.
  
  However,as a one-time exception and offer of goodwill, ORHP will provide reimbursement for the work performed. ORHP had available providers that could have arrived the next day to address the issue, therefore, the emergency service call fee would not have been necessary. The reimbursement will equal $450.00 minus the Plan required $110.00 trade call fee.
  
  A check in the amount of $340.00 will be processed and mailed and should arrive within the next 21 business days.  
  
  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 Answer

  Date: 07/22/2025

  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:07/18/2025

  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 was a customer of **** for many years and I had no issues. However, Im no longer a member, and as a result, no portal access to my service notes from those years of service. Ive tried contacting **** regarding my issue, yesterday and today and Ive been transferred and placed on hold with no resolution. Im in the process of selling my property. I need these notes to given a truthful and accurate description of my property. Dealing with this undue stress over a simple request is very frustrating. Ive been on hold for 18 mins today. Yesterday I waited for a total of 30 minutes.

  

  Business Response

  Date: 07/21/2025

  Dear BBB,
  
  Regarding the request for copies of repair history; 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.********* was a Plan holder of ORHP between the dates of December 13, 2019 and December 13, 2024. At that time, she chose not to renew her Plan. When there is no longer an active Plan upon which to require online portal access, that option is removed from OHRPs system.
  
  Currently it is the heart of the summer HVAC season and while unfortunate, phone system hold times are higher than normal. This is due to a huge increase in call volume due to the higher temperatures across the country.
  
  While it is not ORHPs responsibility to keep track of service requests for any given property, a series of events request can be made. It is done by speaking with an ORHP associate to make that request. Notes indicate she spoke with someone on July 17, however, did not want to be transferred to the proper department.
  
  She is welcome to provide me with that request via email to ************************************ Once that request is received, the series of events will be compiled. It will include the date of the service request, the work order for said request, the issue and the service provider that was assigned. Nothing further is available to be provided. If more details is necessary, a call to the individual service provider will be required.
  
  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