ComplaintsforOld Republic Home Protection

• Initial Complaint

  11/23/2021

  Complaint Type:

  Problems with Product/Service

  Status:

  Answered

  More info

  Plan #******** - Work Order: 6766-1233 / 6756-6358 Service date 10-06-21 Invoice $3,300 - Plumbing Main line stoppage My name is *********************, I submitted an invoice for service made on my property based on the authorization I was given to perform services using an outside contractor. I was told that the clean-out was not covered which I took on this expense on myself. However, I asked the representative if I took care of the clean-out piece will you cover the rest of the maintenance needed, to which she replied YES!. I continued to ask if she needed an estimate or quote from contractor before beginning services, she said you only need to submit the invoice and will get you to reimburse. She mentioned I was covered immediately $500 which I replied the services will be more than that which she replied, We have made an exception you are authorized for services My contractor proceeded with the service needed. On 10/6/21, I submitted the invoice to ******************* followed with ORHP shortly after to see if they have received the invoice and confirmed it was received and processed. I called back again a week later and confirmed that payment was not going to be processed as services were denied which came to my shock. In my conversation with staff prior services, I had received authorization which I talked to several of the staff and were giving me the round around and kept repeating myself several times and calls. Finally, some contacted me and learned that the invoice needed additional information which they discussed with the contractor directly on another line while they had me on hold. After she spoke to the contractor the staff returned to my call. She explained to me the insurance does not cover roots and therefore no payment was to be made. To read my policy coverage. However, I tried to explain to her that an exception was made to my work order, she kept reading me the agreement and she became very rude. I feel mislead and seek my refund.

  

  Business response

  11/24/2021

  RE:      Plan # ********
  
  Dear BBB,
  
  Regarding the service request for reimbursement of main line blockage; 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.
  
  According to the file it appears ************** was informed the claim for clearing the stoppage was denied as there was no ground level cleanout. During further discussion, ************** asked if she had the ground level cleanout installed would the clearing of the stoppage be covered. She was informed yes, however if it was more than $500 she must call and obtain prior authorization.
  Then according to the file, on October 10, 2021, ************** submitted an invoice for replacement of seventeen feet of main line pipe. The claim was denied as it was over the $500 limit and no prior authorization was received.  This was again explained on October 20, 2021. Listed on page 7 it states, We will not reimburse you for services performed without our prior authorization.
  On November 11, 2021 a call was received from Ms. ****** chosen service provider, Acatic Plumbing related to clearing a main line stoppage. It was reported they had to go through a roof vent to clear a stoppage. It was reported the stoppage was due to roots. This additional repair request was denied as the Plan clearly states any stoppage due to roots as well as going through a roof vent to clear a stoppage. Listed on page 3 under Plumbing coverage it states, unless stoppage is due to roots) and also in the what is not covered section it states, stoppages due to roots or foreign objects; leaks/damage caused by roots;. Furthermore, in the same not covered section it states, In the event of a stoppage: access to drain lines from vent; removal of toilet; costs to locate, access, or install a ground level clean-out;. 
  The Plan is clear on coverage for drain line clearing, the claim for reimbursement of the drain line stoppage and the installation of the main line will remain denied.
  Should ************** believe this claim has been wrongfully denied, in whole or in part, she may request further assistance by calling us directly, or contacting the **********************************:
  State of **********************************
  ************************************************
  ATTN: CONSUMER COMMUNICATIONS BUREAU **************
  
  ORHP appreciates ************** 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,  
  
  *************
  ****** Services Manager
  Old Republic Home Protection
  

• Initial Complaint

  11/23/2021

  Complaint Type:

  Problems with Product/Service

  Status:

  Answered

  More info

  I have had the ultimate package with old republic for 2 years now. My hot water heater was pouring water onto my floor and was unusable. I called my home warranty company (plan 30-291-244) old republic. They stated it was an emergent call. I was more than willing to wait for them to send a in service plumber. However, they called told me I could get out of network, I still wanted to wait since you must pay out of pocket and then get repaid. I again stated to wait, but after another email telling me to do out of network. I called a plumber, 4 plumbers actually before I found the cheapest quote and a company willing to work with home warranty company (quote was 1100-1300), and paid on my own. I was told anything over 500 would need to be authorized. I called 5 times in one day trying to get authorized. Spoke to ******* ******** ****, and ******** Each time someone telling me I needed something different. One lady wanted to speak to the plumber, he wasn't allowed to do that, so she told me to send him away. Yet if I did, I'd still have to pay the service fee and repay whoever came out again. All while leaving me, and my two kids out of hot water while water leaked on my floor. Since I couldn't get it approved through the impossible way they have it set up. I expected at the very minimum my 500. 11/3 is when I called in my claim. 11/4 I emailed the receipt and tried to call and see if they received it. I cc myself so I know it went through. The lady that answered said it goes to a bulk email and it would be a little bit. Here we are 11/23 and nothing. No update to my claim, they still have that a provider is coming. Even though I called them six times total, and emailed a receipt. I have now emailed, and faxed as of today. Since my plan is up for renewal, I'm afraid if I don't get some resolution soon I won't at all. My **** came in under the quote, my hot water heater was faulty and 19 years old, I only pay for this service to know I will be taken care of.

  

  Business response

  11/24/2021

  RE:      Plan # ********
  
  Dear BBB,
  
  Regarding the service request for the water heater; 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.
  
  According to the file my associate ********************, has been assigned the claim and will follow up to ensure the service request is resolved as soon as possible. I appears the only item delaying reimbursement is a copy of the paid invoice that was requested on 11/24/21. I have emailed a copy of the invoice to *******************. If ************** has any questions or additional information to add,please advise her to contact ******************** at **********************, or her supervisor ****************** at ext. ****.
  
  ORHP appreciates ************** 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,  
  
  *************
  ****** Services Manager
  Old Republic Home Protection

• Initial Complaint

  11/23/2021

  Complaint Type:

  Billing/Collection Issues

  Status:

  Answered

  More info

  They are performing bait and switch pricing telling us we owe a certain amount in our contract and on mail in bills but then charging more when you pay online or via the phone. If you mail in the originally billed amount they send new collections bills to charge more.

  

  Business response

  11/24/2021

  RE:      Plan # ********
  
  Dear BBB,
  
  Regarding the service request for the Trade Call Fee ****; 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.
  
  According to Ms. ********* Plan, the trade call fee is listed on the declaration page as $75.00. This was communicated to her on November 23, 2021 by my associate **************. A copy of the Plan documents was also sent for confirmation. Although the initial service call *** have only initially been $65.00, the entire reimbursement for repairs was well over that amount,therefore the full Trade Call Fee is due.
  ORHP appreciates ******************** 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,  
  
  *************
  ****** Services Manager
  Old Republic Home Protection

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