Complain about a product or service

Old Republic Home Protection

Alicia of Helena , AL February 3, 2010

Old Republic Home Warranty has repeatedly failed to hold up their end of the contract we entered into. I have called repeatedly when unprofessional "workers" have been sent to my home. I have tried to call and complain. My calls have only been met with

Gerrit of Tracy, CA December 28, 2009

I called to have my HVAC system serviced becuase it wasn't blowing enough cold air anymore. after the repair man came out I declined for not having a home inspection. however when i called back later to confirm such decline. they claimed that I stated that the HVAC system "never blew cold air". I never once stated that it "never blew cold air". they have made up or twisted words to make it sound like thats what i said. I do not have a working HVAC

Leticia of Arlington, TX December 20, 2009

My water heater busted and I called Old Republic. They said they would contact a plumber to help who would call me within the hour to schedule an appt. When the plumber didn't call, I should have taken as a sign of what was to come. I had to call the plumber to set up appt. I took time from work for an 11-1 window. After repeated calls from me, the plumber didn't show until close to 4:30 (over 3 hrs late!). I was supposed to leave on Christmas vacation that day but will have to go back to work when office is closed to wrap up. The guy who finally showed looked like a mess and I was nervous to let in to house. I suspected could have been drinking or hungover. He looked at unit for only a few minutes and said he'd make a recommendation that one of parts was completely broken and that the whole unit would need to be replaced. I insisted on getting a time line of when he'd return, he promised the next day by 1 pm.

Of course, the next day, 1 pm came and went with not even a call. When I first called, he didn't even know who I was! I made repeated calls to him all day but he never showed! At first, when I kept calling he claimed that he couldn't get OR, then claimed he had given report and was waiting to hear what they'd reimburse, then promised he'd need to get the part and it'd be 30 minutes (something he said repeatedly with no results!) He never showed that day. Then after repeated calls to him, he just stopped answering! After checking him up on the Better Business Bureau site: this plumber had an "F" rating!

Called OR to complain and they said he had never called in. They said they'd intervene and would call me back in 30 minutes. But OR also never called me back. I called again to complain , they put me on hold then came back to say, "good news, he just needs a part and will be there." I pointed out this was the same lie he had been telling me, they promised he'd come the next day by 9 am. Of course, he never called or showed. Called OR again, they claimed they could only cash me out the part (236) but would not reimburse me the 60 I had to pay plumber on first day claiming that was the fee the plumber had to pay to them.

Although a second opinion I got independently from a BBB A+ rated plumber said I had to get a full unit replacement, OR denied it. They said I could get cashout for part or they could send another plumber. I was afraid of the type of contractor they'd send next so just took cash out which I'm still out the 60. They said they could not reimburse me for full replacement unless the unit was leaking water out on to floor. I asked to speak to supervisor but was told supervisor would only repeat the policy.

I tried to file a formal complaint to OR about plumber b/c I felt that they should remove him from their lists especially considering BBB "F" rating. I mean this guy was a crook who I was afraid of! My job is working with low income disadvantaged people trying to help them get on their feet through education programs so I'm not normally scared easily by someone who looks disheveled. but this guy looked scary! It shouldn't have to happen to someone else. They said they could only put in computer system for consideration by contract relations but I could not tell relations directly. They said they'd just call plumber to get his side. His side??? The full replacement for unit ended up costing me 1077 from an independent contractor I had to call directly. I feel taken advantage of by OR and this plumber!

Judy of Las Vegas, NV December 15, 2009

Two weeks ago my hot water heater was not working. ORHP placed a service request with Ideal Services. A representative came and said he had to order parts. The parts will not arrive til the following week due to the holidays. The following week I called alsmost daily and the response was the same "The parts are not in". I said that I waould pay for overnight, and they said I can't. The following week it turned very cold in Las Vegas and my heat was not working. I called Ideal and told them that this is an emergency,"my heat runs off of the hot water and it is going to be in the 30's tonight. They said their rep. said that it does not runoff the water heater. To call ORHP and have service for the heater." I did, it cost me another 55 for the rep to tell me that if the hot water is not working the heat will not work.

I placed yet another call to ORHP and asked for the supervisor. I was told she was busy and she would call me within the hour. I called again an hour later and they said she was out of the office. It is 55 degrees in my home now, no hot water. After telling ORHP that I am going to a hotel and will bill them, the supervisor finally called. She said there was nothing they could do until they hear from Ideal service which may not be until Monday. She also said that they will not pay for a hotel. As far as I am concerned, it is their neglegence for not staying on top of this last week and getting the parts here.

Monday, a supervisor called me after they received my complaint from the BBB. They overnighted the parts (fan And computer part) and came on Tuesday to install. The fan was replaced and the water heater began to work. They sent the wrong computer part. I was under the assumption that they would reorder. But the heater and heat started working after a day and I was happy. I closed the complaint with the BBB.Needless to say 3 days later I was without hot water again.

I called and spoke to Jimmy and he said he understood my frustration. After replacing the fan the hot water heater worked for 3 days and then stopped. The computer part that came in was the wrong part and was never reordered.They were not aware of this. They then said they would give me a new water heater but I would have to pay for permits and such. I asked them what I was paying them for and told them that I should not have to pay anything out of pocket due to their negligence and the aggravation I have had in the last four weeks with them that is ongoing. They then said they would give me a cash setllement of 1100.

I then asked them where I will find a 50 gallon 65000 BTU water heater to replace the one I have for that price. They had no response. I am now still without hot water and without heat. Not to mention the refund I have not received yet from my prior complaint with the BBB that they said they would send to me. I am at the end of my rope with this company. All I need is hot water and heat in my home.I don't think that's too much to ask for being that they ar a "home protection warranty company".

GEORGE of HERMITAGE, TN December 8, 2009

They are only in the business for getting a 100.00 service call. They do not do anything but tell you they cannit fix anything. I am not sure why they are allowed to be in business. I called for plumbing problems and they said I had to pay 600.00 for the dishwashwer that was in the home for years, and it is covered and it never worked.

They would not do anything and said I had to pay 600.00 to 900.00. Not sure why he came out, I suppose to get his 100.00 fee for showing up and doing nothing. What a rip off. Beware. Sump pump was covered, and they refused to replace that as well. Not working when the house was acquired.]

Ralph of Orlando, FL November 14, 2009

Bought their full protection, appliances, roof, pool/spa adder. Called 10/15/09 ice maker quit working - not covered, no reason. Pool pump started to leak and pool heater did not work. Called in tickets. Told them EXACTLY what parts needed, referred to Dales Gas in Orlando for repair. Again told him what parts to bring (model #, serial number) I used to do this work before a car accident. Guy shows up, says I dont have parts. Nver looks at heater.

Comes back 3 days later, installs WRONG parts - turn on pump, it sounds like garbage disposal, water everywhere. Call Old Republic - they are sending same guy back. I ask what if he says it is "fixed" - was told case is closed - even though water going everwhere. They have now caused more damage, I have to replace a 500 pump because of their "work" OR could care less. Never looked at heater, says "must be ignitor or something"

Blaine of Kingwood, TX October 5, 2009

We bought a home that the seller (HUD) included a Old Republic Home Owners Warranty. The a/c needed some repair so we called Old Republic who gave us an a/c contractor. we called them they came out in about 3 days. We paid the required 60.00 fee and they looked at the system and said the unit had been red flagged so he was going to deny our claim. He reported this to Old Republic. Old republic denied the claim as a pre-existing condition because of the flag. I called ORHW and explained the pre-existing condition clause in our warranty. I was told that mine was not included because of the red flag on the unit. I went into the attic to see what the flag said. I pulled the flag off to see why the gas company had put a flag on our unit. The flag was for the mortgage company and it said "electricity Off" nothing more. Old Republic's attitude is similar to other insurance co's they only want to collect premiums not pay claims.

Lisa of Columbia, SC September 22, 2009

Home that we purchased came with an Old Republic Home Warranty Protection plan. We had a problem with a hot water heater. Old Republic sent a plumber out. We ended up paying over 200 at our cost for various parts. The plumbing company took 4 days to complete the work which meant no hot water. Because we had continued to have problems with the pilot light staying lit we called the gas & electric company. We were informed by them and later by the city housing inspector that the hot water heater was NOT installed up to code and was dangerous. As of writing our hot water heater is "locked" by the gas & electric company ~ no hot water! The company Old Republic contracted to do the work is no longer in business. Upon calling Old Republic to inquire about our options they were very unhelpful. They were NOT concerned that they had contracted a plumber that installed a hot water heated that was not to code and was dangerous. Don't use this company. They are rude, unhelpful, and obviously contract with companies that don't do work that is safe and to city code.

Manish of Coppell, TX September 19, 2009

I'm voicing my extreme dis-satisfaction about Old Republic's home protection service. This complaint is based on my service call to fix my dishwasher that has been open for 6+ months now ! We had opened a service call with Old Republic for our home dish washer in March 2009. Since then Old Republic has sent about 4-5 different technicians at 6-8 different visits. Every time they promise us that this is the technician who can help solve our problem, and every time they return empty handed. For the last 2-3 technician visits, they have been promising us that this is the "last one". We were supposed to get a Sears technician (the manufacturer of the unit) - and even today their technician could not solve the problem ! So for the last 6 months, we have been washing and/or drying dishes by hand. We have been taking time off or making alternate arrangements so that we can be home to receive their technicians. I consider this an extremely poor service on their part. Our patience has run its course now. Old Republic either needs to get this unit fixed or replace it NOW - enough is enough ! For once Old Republic needs to put themselves in our shoes and make the right decision, vs. a decision that just tags us along with a view to saving them some .

Ty of San Diego, CA September 19, 2009

I called Old Republic Home Warranty to fix a plumbing issue. They sent someone out to look at my faucet for the shower. They left without comment. Old Rep. called me and refused to fix, claiming that it was not covered. Being a contractor I read the coverage that I purchased and explained to Old Republic that is was covered. They argued with me and tried to say the Plumbing Co. claimed the part NOT covered was the problem and said, "sorry."

So I went to the plumbing company and asked to speak with the owner. I ask him to review the case and give me his thoughts. He said to me that the insert was bad. Correct I said. So why did Old Reublic deny? They blamed the plumbing co. The owner had no idea why Old Republic would say that and said he would be out to fix.

The plumbing company showed up and cut a 2X3 hole in the drywall, put in a new insert and left the drywall on the floor and left. I waited two weeks for them to come back but they never did. I called Old Repubic and then the plumbing company. Feeling I had a good contractor to contractor relationship with the plumbing company I called up and said...what the hell? Why did you leave the drywall on the floor and not replace, tape, mud and texture the drywall. Oops sorry.

So, a young man came out and slapped some hot mud on the drywall and called it done. He says that all OR will not authorize anything further. I was stunned. Old Republic confirmed that it was not covered. It looks like a 3rd grader slapped a bunch of paste from school on the wall. Completely unprofessional, completely substandard business practices. Being a contractor, its not a big deal for me to fix yet I feel like I have been ripped off. I will not renew, nor will I renew any of my rental properties.

I asked around with fellow contractors. I found out that the contract company get their money from you when they show up and another set amount of from Old Republic. Sometimes it is more cost effective to move onto the more "gravy" jobs than it is to deal with you problems. That is the case with me. Plumbers are not drywallers so they rather move on. My advice? Stay away from these Home Warranty companies and through word of mouth or references find yourself a decent handyman or contractor. One you can trust. Do your homework, ask as many question that you feel you need to. If you can find a good handyman/contractor that comes recommended or you seen their work, it will pay off over time. Due dillegence is the key.

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