Complain about a product or service

Old Republic Home Warranty - Air Conditioning

Old Republic Home Warranty • Air conditioning • Heating • Water heater • Electrical • Plumbing • Refrigerator • Microwave

Garry of Patterson CA (8/21/03):
We recently purchased a home in the Central Valley. The refrigerant lines to the A/C system were icing up, and the compressor motor vibrated for a second every time it started up. I called Old Republic and they sent a service person out in 48 hours. After checking everything he determined the cause to be clogged/dirty coils inside the furnace, which he said Old Republic wouldn't cover. He said OR would say it was a maintenance item. He also said OR wouldn't authorize any repair on the unit (the vibration) until it failed completely.

Had to pay the $45 insurance co-pay for something I already knew the answer for. The service person said it would cost us around $250 to have the coils cleaned. Old Republic subsequently told me over the phone that they don't cover "pre-existing" conditions and if the previous homeowner didn't keep the coils clean it wasn't covered. My position is the system should work properly and anything that makes it not work properly should be covered. I told them their policy was a joke nothing could be repaired until it failed. The OR rep. basically agreed that their policy was good if "something failed". Short of that their coverage is useless.

We currently have to turn the A/C off when it ices up, wait an hour until it thaws, then turn it back on. This is until the service company repairs the system. Anyone should think twice about buying these warranty coverages. Think about it. For under $500 policy cost, it would take only 1 or 2 major calls for Old Republic to lose money on your policy. How do they make money? By weaseling out of covering anything they can. Put the same money away for emergencies instead of buying their policy. Odds are you'll come out ahead.

Ron of San Bernardino CA (6/17/03):
Purchased a "Home Warranty" for a condominium. The A/C quit working Sunday. We called Monday and were told to call again Tuesday. We called Tuesday at 5:50 AM, and the one service person who did call back infomed us that, since it would take an 8 foot ladder, (yes, eight foot) we needed to call for someone with a "bigger ladder." We spoke a number of times to the service people, who laughed, sympathized, and said it was going to be handled "right away." None of their service people have called, and it is now approaching 9:00 PM. They were informed that the interior had exceeded 110 degrees during the day for two straight days.

Economically, the jury is out. The tenant cannot live here in this heat any longer. Between lost rent and the lodging and board I must provide starting tomorrow, I would say it is safe to say that the costs will exceed $100.00 per day.

Christina of Turlock CA (7/25/02):
I called Old Republic in the beginning of June to have our air conditioner repaired. They sent incompetent service companies to try to identify the problem. The first company came in an unidentified truck. These two men told me to simply change my air filters (which were dirty, yes, but not clogged). The second company came 3 different times, two different men, and were "baffled" as to why my air didn't work. They spent literally hours at my home, with no results.

The third company, "A/C Heat & Refrigeration Systems Inc. came, diagnosed problems with my compressor and coils, and duct problems and fan speed, but the paperwork sat untouched on the desk of the lady in charge (Debbie) for a week, with no contact to me, when I called to ask about the status of my service call, she was rude to me and ended the phone call by hanging up on me!

My continual phone calls for updates on fixing my air, to Old Republic and to A/C went unreturned. I spoke with numerous people at Old Republic, all of whom said they would investigate my problem and call me back. Nobody called me back. My air has been down for 8 weeks now, nobody at Old Republic has tried to help me to get it fixed. I am frustrated at their lack of responsibility in fixing my air. I am now prepared to just fix it myself, insurance or not. It shouldn't be that way. They are suppossed to help me. That is what they were paid to do. They are failing miserably.

We live in the Central Valley, it has reached 100 degrees many times during the last 8 weeks of us having no air. We feel this is ridiculous to have to suffer the heat inside our home (that is only 4 years old, we've lived here for 9 months). I have spent hours on the phone trying to be in touch with Old Republic and leaving messages that go unreturned.

The company responds:
On behalf of Old Republic Home Protection and its employees, please accept our sincere apology for the experiences you related in regard to air conditioning service call last summer.

Old Republic Home Protection, like other home warranty companies, uses independent companies to service Plan holders. Although efforts are made to obtain highly qualified licensed contractors that can provide excellent customer service, occasionally circumstances occur which do not allow us to provide the level of service Old Republic Home Protection or its Plan holders consider acceptable.

I can assure you, Old Republic is committed to take whatever steps are necessary to provide the level of service our Plan holders want and deserve.

Gary Vistalli
Claims Manager

Lupe of Visalia CA (7/24/02):
We reported a problem with our air conditioner 2 weeks ago. We have talked to a Debbie, a supervisor, and a Rene in authorizations regarding this problem. The warranty company was going to fax our request in the Superior Air, they stated they never received a work order. We have been on hold for hours trying to get a technician out.

Old Republic asked us to find a technician; we did, he came out and quoted us and stated we needed a new a/c unit. We informed the warranty co. We were on hold for hours again and Rene in authorizations stated "she can authorize any work to be done" in her exact words. Well we went without a/c the whole weekend. Debbie contacted my fiancee and stated the quote from the technician was too high. She promised to call him back by 2:00 if she could not find one of their technicians, then she would authorize the work to be done by the original technician. She never called back.

We called the next day and spoke to Anthony, he sent one of their technicians and he stated the same thing -- we needed a new a/c unit. This technician tried to call authorizations to get the work approved and he was on hold and could not wait any longer. He called the next day and said the work was authorized, it would take about 5 days to order. Today is the 24th, we reported this problem on the 9th of July. I have mailed the VP of the company a complaint letter, and reported them to the BBB.

My fiancee and I lost numerous hours at work on hold trying to get this problem solved. Everytime we called we just got the run around. I explained to them we have three children, I have a newborn son who has asthma, I have asthma. We have spent 290.00 in ceiling fans because we needed to try and keep the house cool. Our electricity bill has gone up tremendously. We have been in the home 3 months only, our first bill was 142.00, 2nd month 262.00, 3rd month 372.00. I called Edison and explained to them the problem I was experiencing. They told me that the compressor was working extra hard that's why my bill has been high.

The company responds:
On behalf of Old Republic Home Protection and its employees, please accept our sincere apology for the experiences you related in regard to air conditioning service call last summer.

Old Republic Home Protection, like other home warranty companies, uses independent companies to service Plan holders. Although efforts are made to obtain highly qualified licensed contractors that can provide excellent customer service, occasionally circumstances occur which do not allow us to provide the level of service Old Republic Home Protection or its Plan holders consider acceptable.

I can assure you, Old Republic is committed to take whatever steps are necessary to provide the level of service our Plan holders want and deserve.

Gary Vistalli
Claims Manager

Report Your Experience
If you've had a bad experience -- or a good one -- with a consumer product or service, we'd like to hear about it. All complaints are reviewed by class action attorneys and are considered for publication on our site. Knowledge is power! Help spread the word. File your consumer report now.

Share		Follow us on Twitter.

Terms of Use Your use of this site constitutes acceptance of the Terms of Use

Advertisements on this site are placed and controlled by outside advertising networks. ConsumerAffairs.com does not evaluate or endorse the products and services advertised. See the FAQ for more information.

Company Response Welcome If complaints about your company appear on our site, we welcome your response. Please see the Response Form for more information.

For more information, see the FAQ and privacy policy. The information on this Web site is general in nature and is not intended as a substitute for competent legal advice.  ConsumerAffairs.com Inc. makes no representation as to the accuracy of the information herein provided and assumes no liability for any damages or loss arising from the use thereof. 

Copyright © 2003-2009 ConsumerAffairs.com Inc.  All Rights Reserved.    The contents of this site may not be republished, reprinted, rewritten or recirculated without written permission.