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:05/01/2025

  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.

  To Whom It May Concern,I am filing a formal complaint against Old Republic Home Protection (ORHP) for deceptive practices, unethical denial of service, and complete disregard for customer safety and well-being.On April 29, 2025, my central ** system failed. I filed a claim with ORHP. The inside of my home reached 90F, and I have two toddlers (ages 2 and 3) and am a 100% disabled U.S. veteran. Despite this, ORHP denied coverage for the compressor repair, citing that the part is under manufacturer warranty. However, this warranty only covers the part itself not labor, refrigerant, or installation, which ORHP advertises as covered in their ** protection.The exclusion is buried in small print nowhere near the ** coverage section and was never disclosed clearly when I purchased the policy. Their brochure lists compressor and cooling components as covered and there is no clear warning that manufacturer coverage voids their ****** make matters worse, I was charged an additional $100 for a technician to come diagnose the unit which ORHP knew was still under manufacturer warranty. This feels like a scheme to extract money while avoiding responsibility. When I called to appeal, I waited over 30 minutes on hold, only to be interrupted, dismissed, and treated with no compassion, even after stating this was a heat-related emergency affecting small children.This is disgraceful behavior from a company that claims to provide protection. ORHPs actions are misleading, dangerous, and exploitative especially toward vulnerable people like disabled veterans and families with children.I am requesting:Reimbursement of the $100 service fee Coverage of the compressor labor and related repair costs Investigation into ORHPs failure to disclose key exclusions A formal apology If no action is taken, I will file with state agencies, media outlets, and post publicly.Sincerely,******* ***** ******************************************** ************ Policy #: **********

  

  Business Response

  Date: 05/02/2025

  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 *** ****** 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 December 23, 2024, with an effective date of January 03, 2025. (TX 7.1 Standard level Plan). The plan document has limits and exclusions and required trade call fees.
  
  Pursuant to that plan a service request was submitted for the condenser of the **** system not operating, not cooling to desired temperature, cycling on and off and blowing warm air on April 30, 2025. ORHP assigned *************************************, an **** in-network service provider
  
  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 30, 2025. *** ***** contacted ORHP to report that the ** was not operating. He also stated that he had an outside service provider arrive to diagnose the system. ORHP assigned an in-network service provider, **************************************, to make a diagnosis of the issue.
  
  2.         May 01, 2025. ******** reported to ORHP that the compressor had failed. It was reported that the compressor was only 3 years old and still under the original manufacturers warranty. ********************* request was denied. This was communicated to *** *****, who requested to speak with a supervisor. He explained that the home is 90 degrees and wants the denial overturned. It was explained that the Plan does not cover for items still covered under the original manufacturers warranty and the denial will remain. *** ***** stated he would be making a formal complaint and wants reimbursement for the Plan.           
  
  
  ORHP very much appreciates ****************** to the country. It is also understood the frustration related to having a non-functioning **** system in a home, especially when the temperatures are in the 90s. However, the Plan states on page 9, Section 1, General Limitations, This Plan Contract Does Not Cover: F. any costs related to the repair or replacement of systems, appliances, or components covered, in whole or in part, by an existing manufacturer/distributor/ or other warranty.
  
  If *** ***** wishes to cancel his Plan and receive a refund, he can email me directly at *********************************** and I will have that process completed. The cancelation and refund will be per the terms of the Plan as stated on page 10.
  
  ORHP appreciates *** ***** taking the time to provide his opinion and perspective of his service experience, which in turn, provides ORHP the opportunity to improve the service we provide to our customers.
  
  Best regards,  
  
  ** ****
  Plan Compliance Manager
  Old Republic Home Protection

  Customer Answer

  Date: 05/02/2025

   
  Complaint: 23276173
  
  I am rejecting this response because: Thank you for the response, but I do not accept ORHPs resolution. The core issue is not just the denial itself, but the misleading structure and communication of the policy, which resulted in unexpected out-of-pocket costs and a complete lack of support.
  
  
  While ORHP references a clause on page 9 excluding components under manufacturer warranty, that clause is buried in fine print, not listed alongside the **** coverage details, and was never clearly disclosed at the time of purchase. The plan advertises coverage for failures like mine including compressors and cooling system components yet fails to explain that such coverage becomes void when the part is under a limited manufacturer warranty that does not cover labor, refrigerant, or installation.
  
  
  This omission creates a false sense of protection. I purchased this policy specifically to cover what manufacturer warranties do not, and ORHP denied the claim based on a technicality that was never made clear.
  
  
  Additionally, I was charged $100 for a service call to confirm something ORHP already knew that the unit was under manufacturer warranty. I was left with no repair, no support, and no relief from unsafe living conditions.
  
  
  I am formally requesting : 

  
  Full reimbursement for labor and all associated repair costs
  
  
  
  
  If this matter is not resolved fairly, I will continue escalating it to all appropriate consumer protection agencies, legal avenues, and public forums to ensure others are informed.
  
  
  Sincerely,
  ******* *****
  
  
  
  Sincerely,
  
  ******* *****

  

  Business Response

  Date: 05/05/2025

  Dear BBB,
  
  Old Republic Home Protection (ORHP) is in receipt of the rebuttal for review and response.  As previously stated, the Plan states that any component that is covered in part or in whole by an existing manufacturers warranty is excluded from coverage.
  
  Mr.****** compressor is covered by the original manufacturers warranty.Therefore, the request for service is correctly denied. It is stated in the same exact print as the majority of the Plan, other than category headings and initial paragraph descriptions.
  
  When Mr. ***** contacted ORHP to submit the service request, there was no way for ORHP to have any inclination of what the failure to the **** system at the property might be, let alone that a component was still covered under a manufacturers existing warranty. That warranty was not realized until the diagnosis occurred, and the serial number of the compressor for Mr. ****** system was researched.
  
  Again,if Mr. ***** wishes to cancel his Plan and receive a refund, he can email me directly at *********************************** and I will have that process completed. The cancelation and refund will be per the terms of the Plan as stated on page 10.
  
  
  Best regards,  
  
  ** ****
  Plan Compliance Manager
  Old Republic Home Protection

• Initial Complaint

  Date:05/01/2025

  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 filed a claim for my bathroom faucet. I was told that the faucet had to be replaced but because my fixture is bronze and they only cover the cost of standard chrome that I would have to cash out and they offered me $150. I assumed that was a reasonable and fair amount and agreed. I purchased a bronze faucet on ****** for $49.99. For installation, I could not find anyone to install for less than $175. I called the company's own plumbing contractor and they quoted me $185. I called and spoke to someone in "Authorizations" on 4/25 and was told that there may be an exception available for me and that they would call me back by then end of the day. I never received a call back. Since 6 people use the restroom and need the sink, I proceeded to schedule the installation for $175 (the lowest I could get) and had it installed on 4/28. I received a $150 check in the mail today which I am not cashing. I called back today and spoke with Brazil R. (she would not give me her full name) and she told me that she could see where they dropped the ball and she would be upset too, but there was nothing she could do because I had agreed to the $150 (not realizing it was an unfair settlement) and that I had the new faucet installed (even though they never called me back and I was never informed that I would need to wait to have the faucet replaced until they informed me of a decision). This is not only terrible customer service, but unfair insurance practice by offering an amount that is unreasonable. I was not able to even cover the cost of the installation, let alone a "chrome" faucet replacement. I would like for the company to make me whole by paying the full amount of a reasonable claim of $229.49 (I have both receipts attached.). The disputed amount ends up totalling $79.49 ($229.49-$150.00).

  

  Business Response

  Date: 05/02/2025

  Dear BBB,
  
  Regarding the service request for the faucet 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 as a renewal on November 07, 2024, with an effective date of December 07, 2024. (CA 7.0 Deluxe Plan with optional AC,pool/spa equipment incl saltwater, pre-season HVAC tune up and washer/dryer coverage). The plan document has limits and exclusions and required trade call fees.
  
  Pursuant to that plan a service request was submitted on April 21, 2025 for the faucet in the downstairs primary bathroom leaking from the handle. ORHP approved the replacement of the faucet per the terms of the Plan which allows for a standard chrome builders grade faucet. Highway Plumbing lists the cost of that unit as $225.00. Ms. ***** did not want that style and requested a different color unit. The Plan is clear on the allowed replacement.
  
  Therefore,in lieu of replacement, Ms. ***** was provided payment in lieu of repair. The $225.00 less the labor to diagnose the issue of $75.00 equaled the $150.00 that she received. It was correct and per the terms of the Plan.
  
  However,and strictly as goodwill, I am processing a check for the $79.49 that Ms. ***** requested. It will be received within the next 21 business days. If she has any questions, she can reach me at ***********************************************************.
  
  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:04/30/2025

  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 bought a single family home and Old Republic Home Protection plan (ORHP) in late *******. I realized a leak in the bathroom toilet on 2025-04-27. I reported the issue to ORHP and a plumbing company sent a technician on 2025-04-29 to fix the leaking toilet. The technician noted a bad wax ring and ****** and made a request to ORHP to authorize the fix. I called ORHP on 2025-04-29 around 12:30 PST and confirmed that both the wax ring and ****** are covered in home protection plan. On 2025-04-30 @ 9:30am PST, a lady from ORHP called me and told me that ORHP denied the fix because the house is a vacant home. I told her that the house is a seller occupied property and the seller has just moved out. I am moving in and I realized the toilet leak. The lady then said that the person who used the toilet might have accidentally caused the damage to the toilet. Additionally, the wax ring might have caused the ****** to go bad and therefore it's not covered. Well, is that part of home protection and the reason to get a home protection plan? If both Wax ring and ****** are covered in the protection plan then ORHP should get them fixed instead of finding imaginary excuses to deny the fixes. As a customer of **********************, we pick the plan that provides the most coverage and expect ORHP to provide the dependable service and peace of mind just like their website says, and not the hassles that I am dealing with now. I hope ORHP can resolve the issue ASAP so my family can have a working bathroom.

  

  Business Response

  Date: 05/01/2025

  Dear BBB,
  
  Regarding the service request for the toilet 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.
  
  After receipt of the above BBB complaint an additional review was conducted. It is determined that while rust could be considered not normal wear and use, the environment that a toilet ****** is placed is a normally wet environment.
  
  Therefore,coverage for the ****** replacement will be provided within terms of the Plan. There may be additional costs that the Plan does not provide coverage. Those costs will be Mr. ***** responsibility. If there are any questions, Mr. **** can reach me at ***********************************************************
  
  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: 05/01/2025

  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:04/29/2025

  Type:Product Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  The business refuses to answer calls in a timely manner. They record calls, and blatantly lied to me over the phone and possibly changed transcripts to refuse to reimburse customers for the work previously agreed upon.

  

  Business Response

  Date: 04/30/2025

  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.
  
  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 8 the process for filing a service request. It also states that we will not reimburse you for services performed without our prior authorization.
  
  Mr.****** contacted ORHP on April ************************** his home was not turning on. He also stated that he had secured a contractor who has already been to the home, and he states that they already replaced parts. Mr. ****** also stated that the unit had not been repaired.
  
  As Mr. ****** secured his own contractor and they went home prior to any authorization from ORHP, the request was denied. However, on April 29 and ORHP supervisor reviewed the situation and allowed the request to be submitted. A work order, *********, will be visible in Mr. ****** online home-owner central account if he has set one up.
  
  Any reimbursement will be at **** in-network pricing. To explain, if Mr. **************** is charging $900.00 and ORHPs in-network contractor would charge $425.00 then the reimbursement is $425.00. This is the advantage of securing an **** in-network service provider. While allegations of ORHP not answering the phone are made, ORHP answers multiple thousands calls daily to assist our Plan holders.
  
  If Mr. ****** does not have someone from ORHP contact him by the end of business today, April 30, 2025 he is welcome to email me directly at ************************************ I am unable to bypass normal process, however, I can be sure communication occurs.
  
  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:04/22/2025

  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.

  Two Issues:1. Oven replacement--They delivered the wrong size oven after we waited for a month for them to replace it and now they have provided no one to install it (I am still waiting for installer). It is the wrong size. They claim they won't take it back but I never agreed to an oven that was the wrong size. We want them to take the wrong oven away (which is sitting in my dining room) and give us the money to buy our own ($2000-$4000 which is in our gold plan). A normal company would deliver and install the RIGHT SIZE. This problem has been going on for one month. They need to make this right. I have NO OVEN STILL for my family.2. Toilet replacement--Two replacement toilets were installed for the same bathroom but both were different from what our gold plan provides (replace like item for like item)--They gave us the wrong choices and both were discovered to be wrong after installation. We want them to remove the toilet and give us the money to buy our own--$600 based on our gold plan. What we have now is not a viable option--It is too tall (very unusual and we did not know this until it was installed). I am 5'1" and can't use it. This problem has been going on for one month. They need to make this right.This is terrible service.

  

  Business Response

  Date: 05/05/2025

  Dear BBB,
  
  Regarding the service request for the oven and toilet 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.
  
  ******** 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 the Plan does not guarantee matching dimensions,color or brand.  
  
  On April 25, Ms. ***** was approved for reimbursement for ORHPs cost of the oven.She is aware that the refund will not be processed until the unit that was delivered is picked up. That pick-up time will be scheduled between Ms. ***** and GE delivery. Once ORHP has notification of the unit being returned, the reimbursement will be processed.
  
  On March 18, 2025 it was approved to replace the toilet in the primary bath. ******** requested to receive a photo of the replacement toilet. Ms. ***** has a gold level Plan. That Plan allows for up to a $600.00 limit for the cost of a replacement toilet. The Plan does not state it is a like for like replacement. On the contrary, as listed above, the Plan clearly states that matching dimensions, color or brand are not guaranteed. On March 21, notes indicate that Ms. ***** may not want the builders standard unit and inquired if she could receive payment in lieu of replacement.
  
  On March 25, 2025 ORHP received an email from Ms. ****** It stated that she would like to schedule the installation of the toilet (builders Standard). This information was communicated to the service provider, First Class.
  
  Although Ms. ***** agreed to the unit that was previously installed. ORHP approved replacement and on March 28, First Class replaced the prior builders standard with a new 2-piece elongated unit.
  
  On April 1, Ms. ***** sent an email to ORHP stating that she was still having an issue with the unit. On April 3, ORHP spoke with First Class. They stated that they were told that the unit had to be a builders standard.
  
  April 10, 2025 Ms. ***** was offered two different style toilets in the appropriate price range. According to First Class, neither was acceptable to Ms. ****** On April 11, it was explained to Ms. ***** that the $600.00 Plan limit includes the unit, installation, and any fee for hauling away the old unit. Ms. ***** stated during that call that she would like to move forward with First Class replacing the toilet. That work was completed on or about April 21, 2025.
  
  Should there be additional information that Ms. ***** would like to be reviewed, she is welcome to provide it to me via email at ************************************************************
  
  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: 05/05/2025

   
  Complaint: 23234154
  
  I am rejecting this response because:

  I am trying to arrange pick up of the Oven that is the wrong size but the company keeps giving me the wrong phone number. I have no idea when the item will be picked up. I have probably spent a good eight hours on the phone, etc. dealing with this issue. Still no resolution. Regarding the toilet, the wrong toilet was installed and then another toilet was installed, which was much too tall and then a third toilet has now been installed, which is adequate. All I want to do is get this oven out of my dining room and get the cash out option which they promised to me I could do once the oven is removed. I told the company I need to leave town and they say they are waiting for a response from ** but cannot provide a phone number for me to contact ** to arrange a pick up. I have no idea when they will and have no way to arrange it. Finally, when the item was dropped off, they took it out of the box. Ive been told I need to bubble wrap the oven for them to pick it up. That is expensive for me, but I have no choice. Im really shocked at this service. I pay a lot of money for it every year and Ive been a good customer for many years. Why cant they just resolve this problem?
  
  Sincerely,
  
  ********* *****

• Initial Complaint

  Date:04/19/2025

  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 plumbing issue at my home. Old Republic Home Protection (ORHP) sent out Integrity Mechanical Plumbing (IMP) to repair. Instead of properly repairing the issue by replacing the section of piping, ****** with IMP patched the area with a piece of pipe that he heated with a blowtorch and secured it with silicon glue. When I reviewed the work and told ****** that his repair would not hold and needed to be thoroughly corrected, he shared he was doing me a favor by repairing it in such a manner (see text).ORHP contacted me and I explained the situation. They mentioned he repaired the issue incorrectly and not per industry standards, so they would send out another plumber, ************************ (RHS) to review the work. *** came out and confirmed the repair was done highly problematic and that due to the patch work that was done, the issue could not be resolved for less that $6500.00. I contacted ORHP to tell them IMP had now caused damages at my property and that they would need to fix the damages as he was their vendor.For the past month I have called every day trying to get this resolved, but they always indicate they have to get additional permissions or contact even more people. This is all occurring while I have a 7ft by 5ft hole in the exterior of my home. ORHP has recorded messages of them admitting the fault was on IMP and saying they would resolve the issue, but nothing has been corrected. I have attached photos of ****** from IMP attempting to repair the issue, pics of the patch work that was done, and the text message of him admitting he did it incorrectly under the guise of doing me a favor. I would be happy to elaborate more, but due to character limit I am condensing.

  

  Business Response

  Date: 05/01/2025

  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 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 ******* purchased. The plan was purchased as a renewal on August 28, 2024, with an effective date of August 28, 2024. (TX 7.0 Gold coverage renewal Plan with optional coverage for washer/dryer/kitchen refrigerator and pool/spa/saltwater equipment). The plan document has limits and exclusions and required trade call fees.
  
  Pursuant to that plan a service request was submitted for a plumbing leak under the kitchen sink on March 10, 2025. ORHP approved the repair. That work was completed on or about March 15, 2025, by **********************************, an **** in-network service provider
  
  My review included service provider notes, authorization agent notes and supervisor notes. A timeline of the events surrounding your complaint is listed below.
  
  1.         March 10, 2025. Mr. **** contacted ORHP to report that there was a water leak under his kitchen sink. It was immediately dispatched to ***********************************
  
  2.         March 15, 2025. Integrity provided a report stating that they had to cut a hole in the drywall under the sink and repair a leak in the drain line. It was reported at this time as a normal wear and use failure.  ORHP approved the repair. According to the notes, the repair was completed.
  
  3.         March 17, 2025. ORHP receives further information from Integrity that the leak was caused by either a drill or a rodent and was in actuality not normal wear and use. He provided photos that the repair would more than likely not correct the issue. Integrity stated that they repair would cost $375.00 and that Mr. **** would have to pay for any demo work for access.ORHP contacted Mr. **** and explained the report details. He states the repair was a bandaid and disputed the rodent issue. **** transferred the request to another service provider, *****************************
  
  4.         March ******** You contacted ORHP to report that Relentless arrived and informed you that the issue was made worse by Integrity. It was explained that once the report was received,a determination would be made.  
  
  5.         March 21, 2025. Relentless submitted the diagnosis report. They state that the pipe was broken and that Integrity tried to melt another piece of pipe over the break. It now compromised the *** pipe. The repair would require some extensive access to correctly repair the issue. The cost of access, $4,577.00, is not covered by the Plan. An ORHP associate contacted you to discuss the non-covered portion. You allege that the Integrity technician made the issue worse and now it is costing additional amounts. It was explained that the Integrity technician could return to make the repair and not charge the non-covered portion. However, the notes indicate that you refused to allow that technician to return. ORHP contacted Relentless to confirm the necessary repairs.
  
  6.         March 28, 2025, ORHP received confirmation via Relentless for the repair necessary. Mr. **** contacted ORHP and it was explained that the issue was not a true slab leak, however,repairs would require being done via the slab. A Plus installed a new outside fresh air manual damper. After that installation, the system again appeared to be operating correctly.
  
  7.         March 29, 2025. ******* contacted ORHP to speak with a supervisor. It was explained that while ORHP understands that Integrity allegedly made the issue worse which may have increased the cost, the fact remains that the repair needs to be performed. ******* states that the reason much of the line needs replaced is due to the prior repair and that he should not have to pay for the additional cost. Mr. **** again stated he did not wish for Integrity to return to attempt any repairs. The supervisor explained the facts would be reviewed and someone would be back in touch with him.  
  
  8.         April 1, 2025. ORHP contacted Mr. **** to explain that due to Integritys prior repair causing the issue, that they should be afforded the opportunity to correct the issue. ******* then inquired how he would know that the repair by Integrity would be proper and it was stated that information would need to be confirmed.
  
  9.         April 3, 2025. ORHP contacted Mr. **** to explain the options. He could either allow Integrity to return and make the repairs or he would have to pay the non-covered costs that Relentless was charging. A voice message required to be left. **********
  
  10.       April 4, 2025. ORHP contacted Mr. **** to again explain that due to Integritys prior repair causing the issue, they should be afforded the opportunity to correct the issue. The current non-covered portion charged by Relentless was $5,477.50. This was left via voice message.
  
  11.       April 8, 2025. ******* contacted ORHP to report that Integrity has not contacted him to schedule a return. He inquired as to what ORHP was doing to rectify the issue. It was explained that ORHP would reach out to the contractor relations department for assistance.
  12.       April 9, 2025. ORHP contacted Mr. **** to inquire if the Integrity technician had contacted him. ORHP was informed that Integrity had not contacted Mr. ***** Mr. **** then demanded that a Manager contact him.
  
  13.       April 14, 2025. ORHP contacted Mr. ***** It was explained that a Manager has his message and is reviewing the file. Mr. **** states that Integrity wont be able to arrive until April 22 or 23. He states he doesnt have confidence in that fact. Mr. **** states he will not wait any longer and states would request arbitration if necessary.
  
  14.       April 15, 2025. ******* contacted ORHP three times to request to speak with a manager. He was informed each time that the manager was not in and would contact him the next day.
  
  15.       April 16, 2025. The supervisor who spoke with Mr. **** contacted him. She explained she spoke with the manager and would like to allow Integrity the opportunity to speak with him and schedule an appointment. It was explained they had until the end of business that day. ORHP contacted Relentless and confirmed that they could complete the work. They informed ORHP that they could, however, it would not be until at least April 22. ORHP contacted Mr. **** and provided that information to him as well. Notes indicate that Mr. **** is not willing to wait until April 22. It was further explained that Integrity provided the same time frame and he should allow them to return to reduce or eliminate any non-covered costs for repair.
  
  16.       April 21, 2025. The ORHP supervisor contacted Mr. **** to explain that ORHP is providing coverage in the maximum amount of the Plan as $1,750.00, less any labor for diagnosis. This is to cover the full amount of the slab leak limit of liability and permits. ORHP is providing goodwill of the additional $1000.00 for enhanced slab leak coverage, that Mr. **** did not choose upon purchase of the Plan. Mr. **** then requested information about arbitration. It was explained where in the Plan that was located.
  
  17.       April 23, 2025. The ORHP supervisor contacted Mr. **** to confirm the amount of the reimbursement. It was confirmed as $1,590.00 and payment will be processed on Friday May 2, 2025.Payment will arrive within the next 21 business days.
  
  If Mr. **** desires to have any additional money provided, he will need to speak with Integrity Mechanical Solutions general liability insurance company. ORHP will be happy to assist if Integrity is unwilling to cooperate. If there are any questions, Mr. **** can reach me directly at ************************************************************
  
  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:04/18/2025

  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.

  We requested service on 2/20/25 regarding a plumbing backup in our house. After the contractor came out to inspect, it was determined that there was a mainline blockage that could not be removed.The contractor did not try to hydrojet, even though we asked and that should be covered under our home warranty. He simply said it wouldn't work. Instead, he said it would require a $15,000 replacement, which would not be covered by the home ************************* do our due diligence, we asked another contractor (that we contacted directly) to provide a second opinion. This contractor was ****** Champion. He confirmed that there was a mainline blockage; however he said it *could* be hydrojetted. He hydrojetted it free and we have had no issues since then (2/22/25).We simply request that Old Republic pay us the amount charged for the hydrojet service ($650). A $650 credit or extension to our home warranty would also be happily accepted, if getting a refund is not possible.We have appreciated Old Republic's services every time we've needed to submit a request until now. But this one contractor (*************) that Old Republic sent did them a disservice.

  

  Business Response

  Date: 04/29/2025

  Dear BBB,
  
  Regarding the service request for the plumbing stoppage 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 as a renewal on December 30, 2024, with an effective date of December 30, 2024. (CA 7.0 ******************* Renewal with optional for *** limited roof leak, washer/dryer/kitchen refrigerator,enhanced slab leak/external plumbing and septic system coverage). The plan document has limits and exclusions and required trade call fees.
  
  Pursuant to that plan a service request was submitted for the drains being back up and toilets would not flush on February 20, 2025. ORHP assigned ************, an **** in-network service provider, to ***** 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.         February 20, 2025. ******* contacted ORHP via the online portal to submit the service request for the drain line stoppage. The service request was assigned to ************, an in-network service provider.
  
  2.         February 21, 2025. ************ reported that they attempted to clear the drain with a snake and alleged that there was a belly in the line. At that time, the ORHP associate denied coverage as not listed as covered. This denial was communicated to Ms. *********
  3.         February 26, 2025. ORHP received an email stating that the issue was resolved by an outside contractor via use of a hydro jet process. ORHP then reached out to ************ to inquire as to how they determined there was a belly in the line.  dispatched A Plus to return to inspect the unit and determine if there was an issue with the heating portion. This was communicated to Ms. ******** via voice mail, with additional instructions to submit the invoice for the hydro jet
  
  4.         March 01, 2025. ORHP received a call from ************* They confirmed that they were able to see the belly issue in the line. **** then confirmed the denial.  
  
  
  Upon receipt of the BBB complaint and further review, it is determined that coverage for the hydro-jet procedure will be reimbursed. This should have been done prior to denial for any issue with the line. 
  
  I need Mr. **** to submit the invoice for the hydro-jetting service to ************************************ Upon receipt, a check for that amount will be provided. The check will arrive within 21 business days of receipt of the invoice.
  
  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:04/16/2025

  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.

  On 04/02/2025 my girlfriend placed a call to Old Republic Home Protection Company to open a claim for the heater not working in our recently purchased home.She was asked many questions as to closing and move in dates, which she answered to the best of her ability while driving (on hands free) and not near a calendar.Nothing came of this claim, we received no response for Old Republic therefore, I placed a call to my realtor who advised me the claim had been denied. I later received a call from Old Republic who left a messaged saying they wanted to refund me $300. I am confused, not sure what this refund is for and since Old Republic never sent me an email, reference of my claim or letter of denial, I called them personally on 04/02/2025 at which point I was told we were denied due to my girlfriend getting the wrong move in date. This makes no sense as our coverage started on 3/26/2025. From 3/26/2025 to today, the only day it rained and was cold was on 3/31/2025, the day we attempted to use our heater and it failed to work, which according to my contract, I was ********** I said, 3/31/2025 was the only day it was cold and it was a day prior to our call to Old Republic. By all accounts, my girlfriend made a simple mistake that has no bearing on the coverage date and date of loss.Old Republic has been unprofessional in their handling of my claim and I believe they are looking for excuses to not repair my heating unit.

  

  Business Response

  Date: 04/28/2025

  Dear BBB,
  
  Regarding the service request for the heating 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 order to provide a better evaluation of the issues, I will need a copy of the home inspection that was performed. I will be reaching out to Mr. ***** directly via email at ***********************************************************.  ************ has any questions, he can reach me directly at the above email address.
  
  
  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:04/14/2025

  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 am filing this formal complaint due to the issues we had with a garage door repair performed June 30, 2022 by the contractor they required us to use, *****************************. After the springs on our garage door broke, we filed a claim through Old Republic, and ***************************** was dispatched to perform the repair which we paid $75 for them to do. Unfortunately, we did not know they installed the wrong size springs until the springs again failed less than 3 years later. The wrong sized springs being installed ultimately led to premature failure of both the replacement springs and our garage door opener. This has caused both inconvenience and additional out-of-pocket expenses to us. To further complicate matters, we recently discovered that ***************************** is no longer in business. When we attempted to follow up with them directly, we reached a different company that had taken over their phone number. That company informed us that they have no affiliation with the previous business and are not responsible for any past work or warranty claims. As homeowners, we trusted Old Republic to connect us with qualified professionals who would perform work in accordance with industry standards. Unfortunately, the improper installation has now resulted in additional damage, expenses, and safety concerns. We had to pay for a new garage door opener and the correct sized springs totaling $800. I contacted Old Republic and they said they can't and won't do anything to make this right.

  

  Business Response

  Date: 04/28/2025

  Dear BBB,
  
  Regarding the service request for the garage door issue; on behalf of Old Republic Home Protection (ORHP) and its employees, please extend our sincere apologies for the circumstances outlined in 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 Ms. ********* purchased. The most recent plan was purchased as a renewal on June 22, 2023, with an expiration date of June 22, 2024. (AZ 6.3 Platinum Total Care Renewal). The plan document has limits and exclusions and required trade call fees.
  
  Pursuant to that plan a service request was submitted for an garage door issue on June 29, 2022. ORHP approved the replacement of the broken springs and the work was completed on or about July 2, 2022 by Citiwide Garage Doors, an ORHP in-network provider.
  
  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 29, 2022. Ms. ********* contacted ORHP to report that the spring for her garage door was broken. The service request was accepted by *****************************  
  
  2.         July 2, 2022. ORHP receives a bill from Citiwide that the new springs were installed.  
  
  3.         July 20, 2022. ORHP pays Citiwide for the replacement of the garage door springs.  
  
  4.         June 22 2024. The most recent warranty Plan renewal expires
  
  5.         April 8, 2025. ORHP received a call from Ms. ********* stating that she has an outside technician arriving to complete repairs. The outside technician alleges that the springs that were installed were not proper for the size of the door. It was explained to ************ that she does not have an active Plan for which to submit a service request. ORHP provided Citiwides contact information to Ms. ********* and send a damage letter via email.
  
  6.         April 14, 2025. ************ contacts ORHP to state that ******** is no longer in business. It was explained that the installed springs lasted over 2 and half years. There is no longer a Plan in effect. ORHP cannot provide coverage.  
  
  7.         April 15, 2025. ORHP provided Ms. ********* the damage department information.
  
  8.         April 18, 2025. ORHP contacted Ms. ********* and inquired if there was any actual damage to the home. It was explained that the damage was to the garage door opener itself. It is alleged that incorrect springs were installed and that is what caused excessive stress to the opener.
  
  9.         April 25, 2025. ORHP received the current BBB complaint.
  
  ORHP understands the frustration for having an issue with the garage door opener.However, there is no longer a Plan that is active. Therefore, **** is unable to assist with any issues that are alleged due to the springs that were installed in July of 2022.
  
  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: 05/02/2025

   
  Complaint: 23204573
  
  I am rejecting this response because:  

  I am writing to formally contest Old Republics denial of my recent claim regarding the damage to my garage door.  While I understand they have stated that my protection plan is no longer active, I would like to clarify that the damage that occurred was caused while my plan was still in effect.  I reported it to Old Republic as soon as I was made aware of the incorrect spring installation.  I was required to use one of Old Republics approved contractors. That contractor installed incorrect-size springs on my garage door.  I was required to pay Old Republics deductible for the repair.  As a result, the springs failed prematurely after only 2.5 years far earlier than expected and this failure caused my garage door opener to break prematurely as well. Had the correct springs been installed at that time, they would have lasted well beyond 2.5 years, and the subsequent damage would have been avoided.

  Given these circumstances, I respectfully request that you review the details of the policy coverage we had when the incorrect springs were installed and the role of the assigned contractors improper installation in this failure. Please provide a clear explanation referencing why the required contractor installed the incorrect springs WHEN WE HAD ACTIVE COVERAGE, and how this is not the fault of Old Republic.  I am happy to provide supporting documentation, including the incorrect springs (I still have them), repair estimates, and records of the original service visit and deductible payment.  
  

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

  

  Business Response

  Date: 05/05/2025

  Dear BBB,
  
  Old Republic Home Protection (ORHP) is in receipt of the rebuttal for review and response. As previously stated, there is no longer a Plan that is active.The last plan expired on June 22, 2024.  Therefore, OHRP is unable to assist with any issues that are alleged due to the springs that were installed in July of 2022.
  
  
  Best regards,  
  
  ** ****
  Plan Compliance Manager
  Old Republic Home Protection

  Customer Answer

  Date: 05/05/2025

   
  Complaint: 23204573
  
  I am rejecting this response because I have do not find it satisfactory. Old Republic required me to use their assigned contractor, and I was not given the option to choose a qualified contractor of my own. Unfortunately, the contractor they provided installed the wrong springs on my garage door, which led to premature failure of both the springs and the door itself. Had a competent and properly experienced garage door installation company been used, this issue could have been avoided.
  I would like to request further assistance from the BBB to help resolve this matter.
  Sincerely,
  
  ******** *********

• Initial Complaint

  Date:04/09/2025

  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.

  This warranty needs to do better! I am deeply frustrated and unsatisfied with how my case is being handled. As a warranty company you need to do better in sending qualified local companies and not companies 2hrs away that cannot be reached. I've had an ongoing AC/HAVAC issues since last yr that has not been fixed. DO BETTER- I don't intend to renew after my last experience with them unless my case is resolved.

  

  Business Response

  Date: 04/11/2025

  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.
  
  ORHP has assigned a single associate to work with Ms. ********* to resolve the issue. ORHP has transferred the service request to one of the previous providers. They will provide ORHP with a report and anything that has changed since they last arrived at the property. That servicer, Trademasters, had been given the direct contact information for the ORHP associate assigned to this work order.
  
  According to the notes, there is an appointment scheduled today, April 11. Once the diagnosis report is received, a determination of coverage will occur. Ms. ********* can reach me directly at *********************************** with any 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