Complaint Review: Old Republic Home Protection

This letter is in respond to services provided by Old Republic Home Protection and its associated contractors in regards to our air conditioning unit. When I first reported this issue in 2006, we were told (by the contractor) that the compressor was bad and needed replacing; however Old Republic would not replace until it was not functioning or had to totally go out.

On July 25th, our unit went totally out and a service request was submitted (WO#: 43309990). Here it is July, dead of heat, 2008; 3 technicians (who each have a different reports) and 2 service fees later and the problem is still not resolved. An excuse have been given each time and lastly I am practically being held accountable for what the previous owner may or may not have done, yet my the service contract is with me and payments made by me.

The contractor from Oliver Air came to my residence to diagnose/repair the problem on June 26, 2008. We were informed the fan motor was no good and needed to be replaced. The contractor (Jacob) replaced the fan motor, but the unit went out again the very next day. I called the same day and reported the problem still existed and the same contractor was sent out again on June 30th. This time Jacob informed us that it was bad wiring that caused the unit to go out. He changed the wiring; however that still did not fix the problem. I talked to an Old Republic representative on June 30th and was told a different contractor would be sent out to fix our problem.

On July 2nd, a contractor from American Service Technician came and informed us that the problem was the condenser coil was clogged and needed to be cleaned. Old Republic informed us that we would have to get maintenance done on the AC maintenance before they would send out a THIRD contractor. We had maintenance done on the air conditioner (as instructed) on July 3rd and was told by that company that the problem was definitely the evaporator coil needed to be replaced. This information was passed to Old Republic who then approved the 3rd contractor (R&B Mechanical) being sent out on July 8th. R&B confirmed the evaporator coil did need to be replaced. Now after being instructed to spend extra money for maintenance before a more accurate diagnose could be made to determine the main problem to the unit, Old Republic is still not replace it after it has totally gone out and me and my family (especially 2 small children) have had to be uncomfortable in the midst of summer.

We have not been in this house but for a short period of time. The previous owners had Old Republic home warranty so we continued with the same company. I spoke to a representative from Old Republic and let him know that we're being penalized for something we didn't do and had no control over; his response was I know.

We've received 4 different answers from 3 different Old Republic contractors in less than 30 days to an issue that has yet to be resolved. Failure to correct wiring when the fan motor had stopped and not properly wired could have caused damage and cost could have been minimized if the problem had been accurately diagnosed earlier. We, as homeowners, are expecting to receive services that are considered satisfactory; however we've received extremely poor services from a company that we've paid into for services. This issue has gone on far too long to not be resolved by Old Republic.

Therefore, as a homeowner, we are expecting Old Republic, and/or its affiliates, to replace our evaporator coil for our air conditioning unit.

Kevin
Houston, Texas
U.S.A.