Old Republic Home Protection

We were set up with this company for our home warranty we just purchased. Wouldn't you know it we had a major plumbing issue at 9 pm on a Friday evening. We called Old Republic and they said we are set up on a priority service with one of their plumbing contractors. Saturday 9 am no sign of the plumber. We called Old Republic spoke to Rochelle a service rep. She told us the contractor would call us in 10 - 15 minutes. 10 am we did not hear from the contractor. We contacted Old Republic back and asked for a manager to escalate the situation. We spoke to Christi and informed her of our situation. She said they had no way of contacting the contractor. I informed her it is not acceptable to make us suffer for so long without a functioning bathroom. When I asked for her supervisor she threatened me with pulling the service call and I wouldn't get service till Wednesday. I told her she was out of line in saying that. She said she was well within their guidelines for the contract. I demanded her supervisor. She placed me on hold for almost 20 minutes. Finally Lee Ann supposedly the highest supervisor there on a Saturday answered. She was very rude, unapologetic and refused to contact the contractor. She told me if I upset her and the contract plumber too much she would pull the service call and making me wait till Tuesday or Wednesday for a functioning bathroom. After explaining to her for over an hour and a half we hadn't had a functioning bathroom for over 14 hours she finally broke down and contacted the plumber. I was given a time estimate of the plumber arriving between 12 & 5 pm. 5:20 pm the plumber was a no show no call. I called Old Republic to request to speak again with Lee Ann who assured me she would be there at 5 if the plumber was a no show no call. Lee Ann lied, she was not there. I have placed a call with a name of the supposed highest person there Gwen Gallagher and I am awaiting a written response. I am not holding my breath nor am I accepting verbal anything from this company. BEWARE of this company. I STRONGLY RECCOMEND USING A DIFFERENT HOME WARRANTY COMPANY.

I have been without heat for the past 2.5 months because Old Republic Home Protection refuses to repair or replace my heater which is within the scope of my warranty. During the past 2.5 months I have talked to just about everyone connected with your office in San Ramon, CA. I have had to miss work to accommodate 4 different technicians your company has sent out to my property, spent hours on the phone while you promised repairs and approvals only to call back the next day and say you wouldn't do what you promised. At one point you told me that until I could provide you with a name and model number for a comparable unit, you could not move forward. I am not an HVAC specialist, and that is a ridiculous request. Further, your share of cost has decreased since our first discussion while mine has gone from ~$800 to $3,000+. You have now "ended" or "closed" the service request without my permission and decided to compensate me pennies on the dollar what is needed to cover the cost of the heater you are supposed to replace.

Because of Old Republic Home Protection our electrical bill has nearly doubled as space heaters are 2.5x less efficient than gas.

Because of Old Republic Home Protection our health has been compromised.

Because of Old Republic Home Protection we had to spend our first Christmas in our first home with no heat in below freezing temperatures.

Their response to my Facebook post on their company site:

We sincerely apologize for the circumstances relayed. We want very much to review this matter and address your concerns. We have forwarded your concerns to our Service team who will contact you shortly. [Their generic cut and paste response to all of their negative comments.]

Did I get a call? Sure. Did they fix anything? No. They gave me the same line, so ORH"P" next time have someone call that can actually provide service recovery because this service relationship is DOA. Advice to other people duped into their services: file with the Better Business Bureau at https://www.bbb.org/cons…

Terrible company. They have so much fine print, essential they don't really pay for anything. And, I've heard most contractors won't work with them because they don't pay them.

We just tried to renew our contract and advised it wouldn't happen with no explanation. And the only way I would find out is to write the company as the company do does not have someone to explain it. Beyond that we have been satisfied with the level of service.