Anonymous

Pool pump

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The person who took my call was very nice and helpful. He assigned my problem to a local company and explained the process which I knew having been with this company for over 19 years and plan to stay.
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Anonymous
map-marker Mandeville, Louisiana

Lack of living up to home warranty contract

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My A/C broke on June 30, 2021 and ORHP was contacted and a service provider did come out. However, since then, ORHP has been giving excuses after excuses as to why the part has not been delivered to the service provider for instillation.

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User's recommendation: Do not waste your money on an ORHP warranty

1 comment
Guest

SOS, my daughter has spent more Thant 15 hours on hold, transferred into oblivion with nauseating one chorus of the same monotonous tune. Repeating over and over issues, only to be transferred again, 30-45+ minute holds, sent to wrong departments or disconnected.

Being told they don’t have a fax to receive documents, nor will they provide an email address so that providers can forward what was asked. Then being told that the installers can call in to provide the information requested. So now I’m supposed to ask them to come in to work at 5am just to hope and pray they won’t have to be on terminal hold! I don’t know of any businesses that have time to play their game of cat and mouse.

But I’m not amused. They have one HVAC company on their list. They can’t come out to even look at the system for two months, and installation in 2-3 months after that! I’m disabled, with an autoimmune disorder that affects my extremities.

I’ve had two amputations. This isn’t game of thrones but winter is coming. WTF is wrong with these people. If one person took a call and handled it til the end…, Would they wait on hold for me for over two hours?

No they’re too busy shuffling people on hold! I’m going to advise my daughter to have her paid in full policy refunded in full.

Anonymous
map-marker Warrior, Alabama

Refrigerator

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My refrigerator went out on8-17-21 The in network two different repair men couldnt repair my unit. The didnt report why they couldnt repair it, only stated that they dont work on thirty + year old units. Had to get a Authorized GE Appliance repair man out and I had to pay them again another hundred dollars. Im out 75.00 for in network Im out 100.00 for out of network Three weeks later still trying to get some
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User's recommendation: *** NO!!

Anonymous
map-marker Woodland Hills, California

Your phone numbers don't work

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no call from the contractor for over two days; none of old republic phones answer. Been trying to contact them for days now
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Melda G

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Verified Reviewer

Dissatisfied with service and consumer fairness

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My real estate agent picked "Old Republic" as a good house warranty insurance company but it was never explained to me that I had to pick a few things of my appliance to add to the service, like my refrigerator. So when my refrigerator had a problem, I was told it wasn't covered and I had 30 days to place it on the request.

Of course I didn't know this because usually the refrigerator is included with all the appliances in your home. When I decided I no longer wanted to use their services and wanted a refund. The customer service charged me a fee for cancelling and then charged me for any services I used. So in essence, although I paid 500.00 for a year of service when I cancelled the service, somehow I owed them $18.00.

This is unbelievable when my insurance was paid in full for the year and I was cancelling at 6 months.

They really never serviced me. Anytime service companies came out, I had to pay an additional 75.00. Don't use this company because they keep your monies when you cancel early. They keep saying it was in the fine print.

So although I paid for insurance, I still had to pay out more for services. Don

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Loss:
$250
Cons:
  • No refunds even if you cancel early

Preferred solution: A refund for the six months I cancelled the service.

User's recommendation: Don't use this company for your home warranty. There are better companies out there that really service you and not just out to take your money for nothing.

GeorgeSmithJr

This company does not promote what is in there contract.

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I have dealt with them for 10 years,I never missed a payment or an annual premium. This year I have had 2 Problems with there service. First my hot water went out and they did not cover it 100% and in October my central air conditioner had to be replaced. They authorized me to get it replaced' it cost me $7800.00 of which they have only allowed $2034.90 in assistance. This is not what the contract contract says that they will do. Now I can not get in touch with anyone.I have reached out to Call for Action and they can not reach anyone either. This is definitely not a good business practice.
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Loss:
$4100
Pros:
  • Good in the beginning
Cons:
  • Incompetent contractors
Reason of review:
Warranty issue

Preferred solution: Price reduction

Anonymous
map-marker Houston, Texas

Worst Home Warranty

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Refridgerator stopped cooling at proper temperature. Two techs looked at is and stated it indeed was not cooling properly ( 48 degrees is not acceptable for food). Their report however stated that is was running and cooling, old republic refused to replace it stating it was running and cooling therefore it was not considered broken.I asked the rep if she would keep food in a fridge that was not cooling properly and she replied, its cooling , therefore its not broken. i will cancel policy today
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Reason of review:
Order processing issue
Sheikh U

NEVER USE OLD REPUBLIC!!

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I was recommended by my realtor that the Old Republic is a good warranty. Guess what, they came out as the worst warranty company I ever used in my life. My HVAC evaporation coil went wrong. One of their department said if the coil is under warranty we will not pay for the coil but we will pay for the labor. When I submitted the charge they even the service is not covered!! Great paid 1500 out of my pocket. Next, it came the freon is low since the system lost freon from the years of service and it needs a refill. They again brought up their not covered protocol saying is one thing in your HVAC system is under warranty, we will not pay for the damage in the other parts of the HVAC system since one is under warranty. So practically they will not cover anything in my house if at least one thing is under warranty. Now I am looking for my full policy refund otherwise I am considering to go legal for their lies.
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Loss:
$2800
Pros:
  • Cheap
Cons:
  • Wont ever pay your repair
  • 3 rejections
  • Incompetent contractors
Reason of review:
Poor customer service

Preferred solution: Full refund

1 comment
Guest

All home warranty companies practice the art of avoiding claims. Old Republic has refined their skills better than most.

They try to “cover” more items and conditions than some of the other companies, but “coverage” does not equal money spent on your behalf. Since there is no such thing as a free lunch, the warranty company forces the contractors to bear the expense of repairs by strongarm pressure and threats of losing their contract, and with rewards of more business if they keep the billable average to the home warranty company below even a reasonable level. In other words, if the service company charges the warranty money, they are fired; conversely, if they absorb the costs themselves and find loopholes to avoid doing the repair work—they get so many home warranty service calls they can’t even service them in a timely manner. You are caught in a hairsplitting contract where the contractor is going to have to eat this repair if Old Republic decides they will “cover” it.

It makes no difference to Old Republic, because they won’t be charged for it either way. All home warranties operate like this.

I venture to say that all insurance in general operates this way. They’ll pay no more than half, but only when they can’t pass the cost to someone else or deny the claim entirely.

Anonymous
map-marker Pooler, Georgia

Useless

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Came with our house purchase, but I knew already that this is just a waste of money. Called and basically denied over the phone, for air handler motor replacement. Thank goodness, I have a good local hvac person and that I can afford to pay for the replacement. Otherwise, you're screwed.
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1 comment
Guest

This is an accurate review of a typical home warranty transaction. It is unlikely that any repair will be covered, in the first place, and if it is, the customer must be prepared to wait an excessively long time, make numerous annoying phone calls, and pay out of pocket for additional costs.

If that sounds like what you want, then a home warranty is for you. If you can’t handle doing without your appliance throughout this process, then get your credit card ready and call a local repair shop directly. I don’t see where ANY home warranty company advertises hassle-free, no-wait, timely repairs and responses. Average consumers hear what they want to hear, and it is never even “implied” that you will have a quick, stress-free turnaround of a claim.

Holidays, weather, shipping, are all things that can cause even further delays of an already slow process. The reason things are so slow with home warranty work is 1. Lack of money/ low payment for workand 2. High volume of low paying work.

It all boils down to Money.

What a surprise. Coverage does not equal money.

Jessie G Ivj

Contract Provider

My plumbing company has been a Plumbing Contractor for Old Republic Home protection for approximately 14 years in the Houston and surrounding areas. ORHP has been one of the most respected Home Warranty Companies we have worked for. At one time we were working with 5 other Warranty companies. Now just ORHP. ORHP takes all necessary steps to communicate with members and contractors to make sure all service is completed and Homeowner is satisfied. When calling in for authorization to do repairs, most of the time the coverage is paid for, We do run into unsatisfied members who didn't quite understand the plan or coverage they purchased or was gifted when buying home. Please consider all your coverage and ask all the questions needed before you book a call and or purchase a plan and you will be pleased with the outcome.
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Reason of review:
Fast order processing
3 comments
Guest

This is a fake review. ORHP does not pay their contractors.

They keep the HVAC ticket average around $250 per claim, and most repairs would exceed that, so the result is long wait times for repairs, claim denials, shoddy repair work and cut corners, and high out of pocket costs for the homeowner on non-covered items (to make up for the low amount contractors can charge ORHP). Typical home warranty scam.

Guest
reply icon Replying to comment of Guest-1703168

Obviously you dont have your facts straight. ORHP Does deny claims According to what type of plan you have.

Read..comprehend.. Then decide if you want the plan Dont just sign pay, and expect all is free.

I have been both denied and totally cov. Just read your plan.

Guest
reply icon Replying to comment of Guest-1719481

My facts are straight. I’m an HVAC contractor who works for them and other home warranty companies.

They cap the ticket average and replace contractors whose average ticket billing exceeds $250. What can you possibly get repaired on an HVAC system for less than $250? Just a capacitor, which is a $20 part, wholesale cost. We must supply the parts, labor, etc.

and maintain a ticket totals average below $250, or it’s bye bye Old Republic. If your service or your coverage sucks, it’s not because the contractor doesn’t want to do the work, it’s because he can’t do it and get paid. He has to do the work for free or get the claim denied. It is a very dishonest business model, thanks to the greedy.

Just save your money you spend on Home warranties, and hire your own contractors. Then you can feet the kind of service that real money provides, instead of empty promises of realtors and home warranties.

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BAYLEE M Htw
map-marker Tooele, Utah

WORST CUSTOMER SERVICE EVER

Hello, my name is Baylee Mann. Let me just start out with saying I never place complaints like this but I am appalled by how poor of service your company provides.

We have home insurance so when things break you guys would be there to help maybe even make things easier, and faster since you are supposed to be organized. I have called in several times to try to help you guys do your job and move things a long, but here I am a month later still with a broken dishwasher. I hope this email will finally reach someone who is good at their job and can actually complete what was promised when we got insurance through you. The calls I make are getting me nowhere I don’t know who to contact or what to do other than write it as a google review and get my story out so I can save other people from terrible experience we have had.

You guys have made a broken dishwasher 10 million times harder. First of all we trust you to send professional companies to our home. We trust that they are certified and good at their job. Yet after having to take 2 days off work and the technician reporting back to you that our dishwasher is broken you make us get a second opinion, but we didn’t choose him to come in the first place you did!

It’s fine that if is proto call to get a second one, but you think knowing how long we have been waiting you guys would be on top of it. I am not using a THIRD vacation day to have another technician. I called in and requested to have someone come on Saturdays, but they couldn’t help and said I would have to figure it out. I called the new tech.

several times and he never responded finally 4 business days later he answered and just said I don’t do Saturdays I will call you back a different day to set up an appointment. He still has never called back and it’s a week later. I don’t know why it is so hard for you guy to find business professionals, but the way he is communicating is beyond unprofessional. I am so tired of waiting on you guys to do your job and whole heartedly regret choosing you for insurance.

If I were you guys and heard about this ridiculous process I would be so embarrassed. So hopefully this gets to someone who can find us a new PROFESSIONAL tech. that can come on Saturdays so you can stop wasting our time and making our lives way harder than they need to be. I am sorry to be so blunt with you, but clearly someone needs to tell you how it is because my numerous polite calls aren’t enough for you to finish the job.

My phone number is 801-624-****. Please call or email back with the new tech’s number that can come on a Saturday ASAP!

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Reason of review:
Poor customer service

Preferred solution: I want to be done with you and your techo.'s mail us a check and we find someone to fix it ourselves or buy a new one if thats what it needs. And you to make up for the huge waste of time and days off I have taken.

1 comment
Guest

The problemo is that ORHP, just like all home warranty companies, is a cost control FREAK. They spend a flat rate on each service call, and it is basically the amount of your service call fee that you paid.

It is up to the repairman’s company, the contractor, to make something happen for the flat rate of your service call fee. What he has to make happen is one one these choices: A. fix it or repair it for the flat rate, and provide all the parts, labor, and/or replacement equipment for the $100 or whatever the flat rate has been determined by ORHP contractor relations department. This results in shoddy repairs and long delays B.

Get the claim denied entirely by ORHP on some fishy technicality or policy loophole, so he can keep the flat rate and do nothing. C. Get a partial denial from ORHP in order to offset some of the expense and pass it to the home owner, in the form of non-covered items that often seem inflated and made up. D.

Send it back through the system and create confusion so as to frustrate the customer and delay, or prolong the repair as long as possible in an attempt to not be the contractor stuck with absorbing a hefty financial loss. Passing the buck. The reason you are in limbo is that they couldn’t bandaid your dishwasher and the parts are likely electronic which will cost hundreds of dollars. The repairman will have to absorb those costs or will get cut off the list of ORHP providers for making ORHP pay for something.

You just need to go get a new dishwasher and be done with it.

Save up for future repair bills and keep in mind that appliances, even big ones like HVAC systems, have a Very short lifespan, less than 10 years, before they need replacing. Save up for these expenses yourself, because under the home warranty business model, you will go through this time and time again, regardless which home warranty company you choose.

Anonymous
map-marker College Station, Texas

Awful Experience Filing complaint with BBB

Tried the AC for the first time a week and a half after buying a home. Working when looking at the house and inspection. Used THe heating part and fan for the HVAC system. Since we never turned it on and did not "fail under use from my family", the warranty does not cover that. Asked to speak with a supervisor or manager and was told that I could not speak to one and they would call me back same day. Did not receive a call. Will be filing a complaint with BBB as well as contacting the attorney general to investigate this.
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1 comment
Collin Cze

Home warranties are WORTHLESS! Realtors know this, but because they stabilize the negotiated sales price of a home (upon which their commission is based) they are a useful TOOL in settling pre-sale costs of repairs/replacements of home systems and appliances.

In other words, you came to an agreement on a higher sales price of the home you purchased simply because the home warranty gave you a sense of peace of mind that you wouldn’t have to buy a new HVAC system. Had you requested the seller’s lower the sales price $6,000 or provide a new HVAC system, the realtors’ commission checks would have been smaller, and the seller would have lost $6,000 from the sale proceeds. False promises, but very useful to the sellers of the home. That is why half of all home warranty customers carry a worthless policy on their home.

The other half are cheapskates who want someone else to fix up their older home for them, and give them all new appliances.

I don’t know which is worse. I feel more sympathy to the home buyers who settled for a home warranty instead of demanding a new unit, or at least hiring an actual independent HVAC company come out (instead of a “home inspector”) to diagnose for freon leaks and mechanical failures.

Clark S Ihr
map-marker Northfield, Illinois

No heat and no service call for at least a week

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My furnace has broken down and it is 40 *F outside at night. Old Republic assigned me a heating company that is 2 1/2 hours away. The heating company cannot even look at it for a week. I called Old Republic and they said sorry, that's who was assigned to you. I asked if there was anyone closer and they said they wouldn't be able to tell without cancelling my request and creating a new one. Apparently they cannot figure out who they have as suppliers without creating a work order. I find that very hard to believe. I said I didn't want to cancel because I would go to the bottom of the list. They said I was right. How dumb is this. I may or may not save money using them, but I sure have to wait a long time without heat.
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Reason of review:
Poor customer service
1 comment
Guest

Let the games begin. there are only 1 or 2 HVAC companies per 150 mile radius working with ORHP for a reason: cost control.

If you call out someone on your own, they will be looking to make a sale and a chance to make a happy customer and ultimately, a profit. When you request HVAC service through any home warranty, you are being railroaded to a cheaper than cheap, who knows how it will turn out, scene. Their 2 contractors are competing with each other to keep the costs as low as possible to keep their jobs with ORHP so they can keep getting $200 work orders flowing in. The problem is that they ONLY get $200 with each work order and NO MORE, not even a parts allowance or new equipment allowance.

Those costs are going to be covered by the contractor, without reimbursement, so expect there to be some delays, denials, and out-of-your-pocket items.

The reason is that $200 doesn’t go very far, even when it’s “covered”. Best bet: call your own contractor and forget the home Warranty.

Anonymous

Letter from a contractor, ORHP customer please read

As contractors, when we first start out learning the trade, it is drilled into us to never talk bad about other contractors or anyone else in the industry. However, it is very difficult for us as professionals to be in the business of serving people while experiencing all the negative that surrounds home warranties and stay completely silent about it.

False Sense of Protection

Most consumers first get a taste of a home warranty because it was sold with their home when they moved into it. They then renew every year with the assumption of when something goes wrong with their home, it will be covered. Homeowners pay a service fee (deductible) the first time a service provider is dispatched by the warranty company to make a repair.

Every week we get many calls from uncomfortable homeowners who have a home warranty and they are in a panic. Most have been without air conditioning or plumbing for 3+ days because the home warranty company and the approved contractor they recommend to come out can’t get to them for several days.

The devil is in the details.

Home warranty companies are not on the consumers side (nor the contractors side). They are NOT in business to spend money. They are simply an insurance company looking to protect their interests and reduce claims.

On the home warranty contract, there is some very fine print. Most of it states obvious reasons that a claim would not be approved. But a lot of people don’t see the deeper motives and issues surrounding their business model. Here are some helpful points you should consider before moving forward with signing a home warranty contract.

You are most likely going to pay a lot more than just your deductible. If you read the fine print on your home warranty contract, you will find out that it states you will sometimes have to pay for miscellaneous parts and labor that is not covered on some claims. They do not cover code upgrades, rust, equipment not properly maintained (cleaning & etc).

Be prepared to spend long amounts of time on the phone. Many home buyers have to call in the same repair claim multiple times. This is typical with most home warranty companies. Remember, the home warranty company is a for profit company that will try and do the “least expensive” repair. Example, your 18 year old air conditioning unit stops working. The warranty company repairs the unit and everything seems to be working OK. Even though the system probably just needs to be replaced with a newer more efficient unit. Your A/C unit stops working again a week later. The warranty company authorizes another repair. A/C unit is working fine but then again a week later the unit fails. The other bad part is the warranty companies are overwhelmed with calls daily and you will have to talk with rude customer service reps who just want to get you off the phone.

Lower level of skill & quality from service companies. There are very few contractors who will work with warranty companies. The ones who do work for them are not paid even close to a fair amount for the repairs and either have to cut corners on repairs or find other “non-covered items” to repair/replace just to make any money on the trip out there. The lower than normal pay from the warranty companies also creates a spiral effect forcing the contractor to hire less qualified technicians, do shoddy work, fail to do background checks on employees or more drastic, have to shut the business down. It is very common for contractors who do work for warranty companies to pay their technicians a percentage of invoice sales. This can create a very bad environment for unnecessary repairs and dishonesty. 95% of the time, you have to wait days to receive service to address your claim and it is likely you will have to deal with rude and unprofessional companies just out there turning em and burning em.

Agent Bonuses/kickbacks. Most home buyers are not aware that some real estate brokers receive a small bonus for every sold home warranty policy. The question needs to be asked: who is really the main customer for the home warranty companies.

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Reason of review:
Work Experience or Job Application
Janea Kog
map-marker Swansea, South Carolina

Leaking AC

This company is fraudulent and I think doing some very criminal activity. I will make sure I post this company on Facebook Instagram and Twitter
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Reason of review:
Poor customer service
1 comment
Guest

No home warranty company is any better than the next. The premise is the same for all of them—pay out less than the premium; the customer’s service fee is 75% of the total claim; “cover” everything but pay for nothing; exploitation of the fine print through denials; delay the claims process through nightmarish red tape; take advantage of contractors and homeowners equally; sell plans through realtors to gloss over real problems that are purposefully overlooked in the home inspection process; and force contractors to keep costs at artificially low prices resulting in poor quality.

So YES, there are some shenanigans going on, but as long as the homeowner feels protected that is all that matters.

Because people should not have to spend their own money on their own repairs. The age of entitlement is here.