Old Republic Home Protection
Reviews and Complaints

In early January 2024, we had our heat go out. Contractor came out a few days later, which was great. Two weeks has gone by, still no heat, but they charged my credit card for the service call, right on time. Reaching Old Republic is a full time job, the time they keep you on hold should be unlawful…..stuck in a loop, and sometimes being disconnected after being on hold for 30-40 minutes.

I feel they do everything to drag their feet on the claim.

Again horrible customer service, and difficult to reach, which appears to be by design.

I paid for the additional coverage for the home warranty which includes the main sewage line provided there was no obstruction from roots etc. When I called the customer service line I spent a minimum of 35 minutes each of the 5 times I called and was hung up on twice today by two different representatives. When I called yesterday I was told Old Republic was waiting on the report from the vendor and the request was denied. My concern is two-fold. 1, How can the request be denied if Old Republic did not have it in hand and 2, the coverage that I purchased covers the repair as it states on page 4 of the policy notice?

Property Address

5240 Vista Montana

Yorba Linda CA 92886

Chad Freeman

[protected]

We have had to place three separate claims for the same issue with our kitchen exhaust vent not working. We are charged $75 each time, now out of pocket over $200, yet our exhaust vent is still malfunctioning. There is no email to reach the company and when filing a claim, the process is completely automated, so we do not ever have the opportunity to speak to a real person about this ongoing issue.

I phoned in a issue with the Service Request: Air Conditioning / Heat pump to your company July 25th2023 @ 14.28 late afternoon HVAC Service Provider PRIME HVAC LLC cell# 334.803.2522 we spoken early evening we spoken & I texted him pictures. His text in return @ 16.57 was Common issue...we'll get it fixed! The tenant texted me Peter had a 8.00am appointment July 26th2023. We have no report we do not know the problem. Water has been leaking from the Heater and damaged flooring. I phone left voicemail & text with Peter, however no response. July 27.23 yesterday I phoned your company the agent advised me I must contact the service provider directly. I shared with her I did. Was told to keep trying! I called again was hang up, I called your company 4 times yesterday. The last agent told me no report yet, then she said let me try, she did speak with Peter and he said he will send the report. Today July 28th2023 I still does not have a report. Contacted your company again been disconnected by the agent, another agent put me back into the queue, another agent hang up after she told me she can send the same service provider out again. She did not make sense; I told her we must know the issue why the heater is still leaking water and more damage to the floors. When I asked her to speak with a manager or the dispute department I was told I been given the email and she rudely just disconnected and put me back into the queue. I have spend hr. on this issue nothing has been resolved but my credit cars was charged $85.00. I am requesting a refund of the $85.00 immediately. Reason issue still is persisting, more water damage and no report. I also feel this service provider is incompetent's and filing a complaint, with your company. I am asking you why are your agents disconnecting me and returning me into the queue. Not professional at all. We the consumers should be able to speak with management as well

About May 30, 2023, Old Republic sent out Thomas Heating and Air Conditioning to fix my Trane unit. Upon arrival, $85 was collected for them coming out. Within minutes, they declared they do not know how to work on Trane brands. After collecting our fee, the story changed saying 'we can't work on this unit because it is still under warranty.' No questions were asked BEFORE anyone was sent out to verify the name brand of the unit or it it was under warranty. This is a scam to send companies out that by their own admission, don't know how to work on a Trane, yet $85 was collected.

We were led to believe that the only think we could do was call a company that works on Trane brand. This was on a weekend during triple digit, dangerous temperatures and we are seniors. We immediately contacted AStar Air Conditioning and they were able to fix in a matter of minutes, however, whatever 'under warranty' means (up for interpretation), we had to pay this company $394.45 for parts, labor, travel.

No where in the contract that we signed with Old Republic does it say they can send out companies who are not trained to work on our unit. They might as well have sent out their neighbor! Also, we feel we should be reimbursed for fees that we had to pay another company for whatever was NOT under warranty.

We have contacted Old Republic numerous times. We were told to submit in writing. We did. Then after numerous phone calls from us, they said they had sent an email response. They had not. When we pointed out all the points above, they just concluded saying we signed a contract. It is BAD PRACTICE to not be responsible for the types of companies they send out. It is BAD PRACTICE to not ask leading questions about brand and warranty before sending someone out. This is a fraudulent way to be able to collect an additional $85 from every policy holder!

6/05/2023 8:57 PM MST

Work Order: [protected]

• Status: Pending Authorization

o Definition: Additional information required from you prior to authorization

o Next Steps: Please contact ORHP

I want to start off that I am verry disappointed in ORHP. Being a customer for 7yrs and not having any issues before with ORHW. I placed a service call for one of my HVAC units being down on 6/5/23. The service provider came out and said the condensing unit needs replaced. This was 14 days ago. I have called 4-5 times and have not got anywhere with ORHW. Stated on your web site that Customer service is one of your trades. This is not true. I have had to follow up with ORHW 4 out of the 5 times. I was told on 6/12/23 that ORHW was going to order the parts needed. I authorized the work and additional costs. When I took my time to follow up with ORHW on 6/16/23 the parts were not ordered yet. I have been with out this 5 ton unit for 14 days. I have been running the 3 ton unit 24/7 to keep the house semi cool due to it being 104+ here in AZ. ORHW has not followed up on this request and every time I talk to some one at ORHW they cant send me to a supervisor or give me any information on Claim besides “Additional information required from you prior to authorization “ . Please get another provider out if SEA BREEZE COOLING LLC. Is not doing there job.

In November 2022 we filed a claim with OHRP to fix our washing machine which had quit working. A service tech came out (we paid a $100 service call) and he couldn't fix the machine but he turned in a report to OHRP that he had fixed the machine and OHRP closed the file. We filed an additional claim stating the the first tech did not fix the washing machine at all and they sent another company that was unable to find the parts necessary to fix the machine and recommended to OHRP that they pay us the alloted amount to buy a new washing machine. They refused and after stalling us until the end of January 2023 they said they were trying to locate the parts themselves. Another three weeks went by and no contact for OHRP to us at all. We finally bought a new washing machine at the end of January 2023 and cancelled out contract with OHRP on February 2, 2023 and asked for a refund since we had paid a full years premium on August 12, 2022. We requested 1/2 years refund of $350.00 and now as of March 17, 2023 they are refusing the refund.

I contacted Old Republic in October about cancelling my warranty as I was moving out of state and wanted a partial refund for the payment I made in June.

I have contacted them 5 times and its now Jan 23rd and I am still awaiting the courtesy of a response..

This was part of the original email

We have sold our property and are moving out of state. I would like a refund for the policy.

My name is Arlene Connor, the address is *********** Tampa, FL 33635, plan no 32160316Y.

I want this cancellation to be effective immediately, 18th Oct 2022.

I have been through the ringer over a microwave. Please look at the records as it was run around on this microwave. It took over a month to get an rejection Voicemail (Nothing in writing) from Old Republic. I was disconnected, couldn't escalate my concerns about the process and would appreciate pictures that the tech describes the situation for a repair or replacement. I looked up the company you use which was Runion and they have terrible reviews. Do you use them to discourage requests or service. I have spent several hours on this and several phone calls. Was cordial, but still got dropped and no phone calls for follow up. I would like to know what you are doing to improve your service and see what you can do to improve our experience with you? Over1 mos for a response is ridiculous! The ball had gotten dropped and miscommunication. Please read all notes from your company. Pat

My garbage disposal wasn't working. I set up an appointment. The men came in, banged and banged on it for a second. Looked down the drain and saw a small spring wedged in. He said that is your problem. I asked if they could remove it? They said no and that they could sell me a new one. I asked if it could be removed again? No was the response, and they wouldn't try. After they again tried to sell me a new one at way over price, I said no thank you and they left. Within literally 2 minutes of them leaving, I had the spring out. The disposal still wasn't working but now that wasn't the problem. I called Old Republic to complain about the service I didn't receive, they gave me all kinds of excuses and said to Email you. I don' think I should have to pay for a trade call fee if the plumber didn't even attempt to fix what he said was the problem. He was only interested in selling a new disposal.

I appreciate you looking into this for me.

Rick Titlebaum

Have been without AC at me lake condo the entire month of August where it is 90-95 degrees everyday in Alabama. Had to go buy an window unit and rig it up so I could use the condo. Customer service is horrible...takes a minimum of one hour on hold to finally speak to someone an then they just "follow the script provided". Blame the local provider, blame the parts company, etc. I even contacted them via their facebook page and all of the replies were either scripted or from a bot. They even blocked me when I began to comment on other peoples complaints, classy. Install of the new unit was scheduled at one point but when the local service provider went to pick up the unit that ORHP asked me to switch( because it was in stock), the local supplier had sold the air handler to someone else. Supposedly another new unit is ordered but I have serious doubts if I will ever see it. All of this started when we put in first service request on August 4th.

I had a second repair on on my refrigerator in December 2021. After it stopped working up and almost caused a fire in my kitchen burnt a hole in the old floor Atwoods from Kingman came out and said that there was so much damage he couldn't see the inside if he were tried to repair any of it it couldn't be warranted because a lot of things were melted I spoke to a couple of people from old home old home Republic and they argued with me that I was going to pay a freon and would be repaired charge I told them I had the report in my hand that said that it couldn't be repaired. I was was told in about January by a person named Ali that they were going to replace the frigerator it was coming in April well needless to say it showed up in March no phone call no nothing I was leaving for a doctor's appointment and then I had a hire somebody and it took 3 hours to get the refrigerator in the house no call no contact no nothing after we got the refrigerator inside the home remove the cardboard and the door was all dented in I immediately called Ali once again told them about the issue maybe they could send us a new door and then from there We had this long conversation over a month because he insisted upon us calling GE and using the warranty and we insisted upon the fact it was delivered damaged and Old Rebublic needs to handle this return. It took over a month yo get a pick up. We were told a new refrigerator released 6/30. They called us several times to inquire if we recd a delivery call nothing. Then we were told a 7/28 release for delivery...No tracking no call for delivery once again. Today I was out of the house when when I got back my neighbor told me there was a huge fedex truck out front blowing a horn for about 10 minutes and then came knocking at my door Once again no tracking no phone call to set up a delivery day or a time from old Republic this is [censored] and totally unacceptable I am filing a complaint with the Better Business Bureau this garbage has been going on since December 2021 it is now the 9th of August 2022. I will make it priority to tell everyone how unreliable and unprofessional you company is.

I have been with Old Republic Home Protection (ORHP) for years. My garage door open recently went out. I had their service provide come out and they were going to replace it until they told me in addition to the service fee of $85, I would have to pay $330 as the State now requires a battery back-up. I told them to hold off as I want to speak to ORHP. I called ORHP they told me the $330 is for the battery backup which my current unit did not have so I have to pay for it. So I researched it and a new garage door open that has a battery. I can buy one for $329.99 that already has a built in battery backup. The batter backup that is in the unit cannot cost $330, at most probably $25. I will be calling Liftmaster next to try to get the pricing on the included battery back up. I have tried to explain this to ORHP and said they can take their unit price and subtract for the included batter backup and deduct it since it is minimal. They just keep demanding $330 which is more than a complete unit.

At this point I will be filing complaints against ORHP which will include going to the Insurance Commissioner.

A super majority of the company's downfall is customer service. t

Their system is designed to force customers thru the online claim system. That system has limited inputs requiring the customer to call if it isn't plain which selection is correct. The call system is fouled by intending to keep you from talking to a person who can solve problems. Further the company uses the old, tired, lame, recording saying unusually high call volumes are forcing delays.

I was on the phone 2 hrs today on 4 calls trying to get thru to an authorizer because the repair was over 750.00. Those people never picked up after a solid hr. waiting. I can't begin with a repairman till the authorization. water is off to prevent damage to the rest of the house so I don't have to deal with another recalcitrant Ins. company.

Not 1 single rep. has returned a call, yet if I call again they will ask for every single piece of data possible before putting me on hold for another hr. where if I'm lucky I will get to repeat it again to another dolt with no skin in the game. Very tired of the artificial hoops they make us jump thru..

The Claim was begun under one policy # and now needs to be completed thru this years policy. this also seems to be too much for some reps.

Getting to the Authorizers is the biggest issue now.

Not getting done. Here are my notes as I was on the calls with them. 2300 Jackie Ct serviced by TNT Heating & Air (Work Order [protected] for the 2nd service call where they identified a problem) T and N rescheduled 8 times for the ceiling fan in Jack's room. Fix was not the same quality as before. Finished June 9th...

I have opened a service request for an Air Conditioning. The technician outlined three issues. Old Republic authorized two and one the most important got denied based on the fact that there is a care home.

I had this home warranty since 2020 and I always emphasized when I open a service request that there is elderly care and prioritize my request. I had been on the phone for three days for multiple hours and request an escalation to a supervisor. The supervisor called me on Saturday, and she could not help. She said that her manager will contact me on Monday. In the meantime, the elderly people suffered in 90 F rooms. The manager called on Monday to inform me that he will terminate my policy immediately because it is not covered for care home.

My policy is effective until end of November and he said that he will not credit me any money.

I asked him to escalate my case and he told me frankly that he has the highest authority in the company. Hard to believe.

There has to be some law in place to protect homeowners. This is very frustrated; Old Republic is the worst company ever.

I have had old Republic warranty contract since 2014. recently on May 18th 2020 22 my air conditioning compressor went out. Tech from from Queen air came out and said your compressor is out

I informed him that the compressor was replaced in 2020 he stated that there should be a 5 year warranty on this compressor and they will submit Paperwork to all Republic to get it replaced he told me to Call back the next week. I have been trying to reach Queen air for 2 weeks. I finally reach someone at old Republic just to be told that I would have to pay over a $1000 to get the compressor fixed because thete was a one year warranty on this part or I can get another company to come out and fix the unit and they would only reimburse me up to $2200. I am on a fixed income I just had to put in 4 air conditioning window units to keep my house cool. I think it's unfair that the original company who replace the compressor with a 1 year warranty. I would like this issue resolved asap. It is not my fault that the compressor only had a year warranty which I was never informed. You pay your money every month to old republic just for them not to honor contract

I have other issues with the contractors they send out, but right now this is main concern

I am currently working with Lindsay on the property located at 7441 Ingalls Way, Sacramento, CA 95831. The work order is [protected]. ORHP replaced my outdoor HVAC unit in 2014. Since then, the evaporator coil started leaking and I put in the current request for repair and/or replacement on the above work order.

When the ORHP appointed technician came out, he advised that the evaporator coil should have been replaced when the outdoor unit was replaced so they would be compatible. I received a call from ORHP on 05/31 and they advised me my copay would be $1,080. to replace the evaporator coil. They also suggested that I contact my own technician to talk to them before I made the decision. Since the lead time for the new evaporator is 4 weeks, I approved the payment on the phone with the ORHP representative. Since then I have contacted another HVAC company and they are advising that if the evaporator is to be replaced, the outdoor unit needs to be replaced as well because the coolant has changed, no longer using freon, and that the two units would not be compatible.

It is now Thursday, and the ORHP technician Comfort Expert has not been contacted by ORHP at all regarding this matter. When I go to the website, the status is ORHP needs more information before authorizing. When I call Lindsay's direct extension, all I get is voice mail.

I have an 86 year old mother living with me, and Sacramento CA is very hot in the spring and summer months with temperatures well over 100 degrees. I have been told that ORHP is responsible for the compatibility when replacing either unit and it should have been done in 2014. If it had, I wouldn't be having the problems I'm having now.

ORHP has gladly taken my monthly premiums since 2008 without complaint. It is time to follow through on your coverage promises now and rectify the nickel and dime repair made in 2014.

I look forward to your reply.

Sandra Richard

[protected]