Complaints

This profile includes complaints for Elite Home Warranty's headquarters and its corporate-owned locations. To view all corporate locations, see Find Local Branches.

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  Elite Home Warranty

  3044 Coney Island Ave Brooklyn, NY 11235-5660

  
• 

  Elite Home Warranty LLC

  100 N Main St Barre, VT 05641

  
• 

  Elite Home Warranty LLC

  222 Jefferson Blvd Warwick, RI 02888

  
• 

  Elite Home Warranty LLC

  45 Memorial Cir Sidney, ME 04330

  
• 

  Elite Home Warranty LLC

  135 N Pennsylvania St Ste 1610 Indianapolis, IN 46204

  

The complaint text that is displayed might not represent all complaints filed with BBB. Some consumers may elect to not publish the details of their complaints, some complaints may not meet BBB's standards for publication, or BBB may display a portion of complaints when a high volume is received for a particular business.

• Initial Complaint

  Date:01/15/2025

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I signed up for elite home warranty. First, they told me that I had to wait thirty days to file a complaint Then they told me. I can only use $300 until after 90 days. Then when I put in my complaints twice, they gave me the runaround on why they couldn't fix my appliances. And then when I try to cancel the service they told me they couldn't do it. Somebody would call me back. And I never got a response, terrible company.

  

  Business Response

  Date: 01/26/2025

  Dear ***** *******,
  Thank you for choosing Elite Home Warranty. We are dedicated to providing clear communication and ensuring our services align with the terms and conditions outlined in our coverage agreements, available at ********************************.
  Claim #1: Clothes Washer
  Our records indicate that your policy was purchased on 9/28/24 and became effective on 10/28/24. Your first claim was submitted on 11/2/24, just 5 days after the policys effective date, regarding a clothes washer that was not spinning or draining water.
  Elite dispatched a technician to assess the issue. The technician diagnosed multiple failures, including:
  A stuck transmission requiring replacement.
  A failed motor requiring replacement.
  A broken clutch.
  Severe rusting on the bottom, preventing the transmission or motor from being secured.
  Completely rusted suspension needing replacement.
  The total repair cost was estimated at $1,676.16. After consulting with the technician, it was determined that the extent of these failures could not have occurred within the 5 days of the policys effective period.
  As outlined in the policy, all covered items and systems must be in proper working order when coverage begins. Unfortunately, this system did not meet that requirement, and the claim could not be covered.
  Claim #2: Oven
  Your second claim, submitted on 12/16/24, was for an oven that would not turn on. Elite dispatched a technician who reported that the system was infested with roaches, causing damage to the infinite switches, control board, and burners. The technician further advised they would not perform any repairs due to the infestation.
  Under the terms of our policy, failures caused by infestation are not covered. Consequently, this claim was closed as ineligible.
  Policy Payment
  Please note that your December payment is currently past due. If payment is not received, your policy will become inactive, and you will be unable to file further claims.
  If you have any questions or concerns, please dont hesitate to reach out to us. Were here to assist you.
  Thank you,
  Elite Home Warranty

• Initial Complaint

  Date:01/08/2025

  Type:Service or Repair Issues
  Status:

  ResolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  The warranty was purchase with a set monthly cost ! Cost was raised without notification .. phone calls are not returned .. cannot access account .

  Customer Answer

  Date: 01/08/2025

  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me and the matter has been resolved.
  
  Sincerely,
  
  ******* ******
  
  
  
   
  
  

• Initial Complaint

  Date:01/06/2025

  Type:Billing Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  Contract# *****, claim# 7 Furnace Broke ******* furnace was down, too cold, I called Elite HW several times on Tue 12/10/24 and asked them to send a technician to fix it. Their **** said they did not have any one available. Since my wife and I have health issues, I had to call ****************************, hope they could fix the furnace. Their lead tech came and took several pictures, sent to Elite claim concierge ***** *********, said it was definitely unrepairable and could not run safely because of carbon monoxide. He shut off the system and we got to move out temporarily to another house. While Elite **** did not provide any contractor nor any other help, I had to ask ********* Healting for help, it ended with a new furnace installed. I have tried to work it out a resolution with Elite through several calls and emails, they did not offer any help at all while my contract is still in ******** is obviously showed that Elite, an accredited member did not honor in treatment of customer, as one of a requirement of ********************. We're in winter, two of us are above 70 years old, have long time heath ********* Without heat, we would definitely not survive. We're looking for a good solution that shows their responsibility, based on the contract ***** and BBB commitments in business.

  

  Business Response

  Date: 01/07/2025

  Dear *** ************* at Elite Home Warranty are committed to providing transparent service and adherence to the terms and conditions set forth in our coverage agreements, as detailed on our website, ********************************.
  We do see that you purchased a policy with  us on 11/10/23 and it went into effect on 12/10/23 and it expires on 1/10/25. The policy was paid in full for a total of $589.99 for the year.  
  We do see that you have placed the following claims:
  On 4/18/24, claim ******* was placed which was a plumbing claim for a toilet in your upstairs bathroom- you cancelled this claim stating that you did not want to pay the copayment.
  On 4/18/24, claim ******* was placed for a plumbing stoppage which was covered in the amount of $289.99.
  On 4/18/24, claim ******* was placed for your AC system stating that the system was not cooling as efficiently as it should. The technician that we had at your home stated that the system was working properly however it lacked maintenance.  As a good faith gesture, Elite covered the cleaning of the system at that time for a total of $188.00.
  On 4/18/24, claim ******* was placed for your heating system stating that it was taking a long time to come on and you wanted to have it diagnosed.  However, this claim was cancelled - you stated you did not want to pay the copayment.
  On 9/10/24, claim ******* was placed for your dishwasher, which Elite covered in the amount of $220.00.
  On 11/15/24, claim ******* was placed for your bathtub pop-up assembly which we advised we do not cover, therefore the claim was cancelled.
  On 12/10/24, claim ******* was placed for your heating system- details are below
  On 12/16/24, claim ******* was placed for your garage door opener - Elite dispatched a technician however you had requested that we cancel our technician and had your own come out to your home.  Although you did have work done without authorisation, Elite went against our policy and offered to cover the claim as a good faith gesture.
  In regards to the claim ******* it shows that this claim was filed on 12/10/24 at 9:25pm and a copayment of $70 was due at the time of placing the claim however you requested to pay the copay once a technician was scheduled to come out.  Although the copayment is not for the technician to come out, but for placing the claim as stated in our policy, we did agree.
  At 9:53pm you reached back out to us asking if a technician was assigned to your claim as of yet.  We did advise you that our policy allows ***** hours to have a technician assigned unless you request an emergency claim to be filed for after hours which would be $150.00 rather than $70.00.  However, we did not collect any amount from you and advised we would do our best at that time to have a technician assigned.
  At 10:49pm you contacted us back explaining that you were leaving the home and not to assign anyone until you contacted us back to advise when someone would be there.
  The following day, you contacted us back at 8:55am to let us know that you would not be available until after 12 noon and that your phone does not accept any unknown calls and to email you directly.
  At 9:54am on 12/11 we reached out to a technician who stated he was able to go to your home on the same day after 12pm per your request. We also explained that once the technician was at your home we would then need to collect the copay that was due upon placing the claim.
  At 12:36 pm on 12/11 we spoke with you and advised that you were upset with the turn around time of your claim, we explained again that although we have 24 - 48 hours to have a technician assigned, we did in fact have one that was going to your home that day at the time you had requested. You then advised that you would prefer to use your own technician however after reaching out to him, he explained that he would not be able to work with a home warranty company and would not follow our protocol. You stated that you were okay using our technician.  We once again requested you to pay the copayment which again, you had refused.
  At 2:19 pm on 12/11 our technician showed up at your home as promised however upon their arrival you had your own technician there.  Therefore, we paid our technician for his service call fee and sent him away.
  At 6:53 pm on 12/11 your technician reached out to our team and stated that you did not want to wait on our authorization department to review the claim, and that you had planned on having the work completed.  Your technician wanted to know if you would be reimbursed for work that would be done however, we explained that we needed a diagnosis of the failure and we would not reimburse for work completed without authorization but furthermore, you still did not pay the copayment that was due at the time of placing the claim. 
  On 12/12, we reached out to your technician to obtain the diagnosis however it was not provided to us.
  On 12/13, we received an email from the technician which stated that there was a large crack in the heat exchanger and the system was forced to be shut off per safety code. Although the copayment was still not paid for the claim, we did explain that per our policy, we specifically do not cover cracked heat exchangers therefore the claim would not be covered.  
  We do regret any frustration that your claim has caused however, Elite Home Warranty is in full compliance with all of our terms and conditions of our policy.
  Please feel free to contact us with any questions or concerns.
  
  

  Customer Answer

  Date: 01/10/2025

  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID# ********, and have determined that my complaint has NOT been resolved because:

  Elite Home Warranty has violated our contract ***** Elite Complete where is no limitations exclusions on the furnace when they sold the policy. I did not sign any clause in the contract to approve any limitations. They do not have any right to deny the coverage of the furnace broke down in winter time. It is legally and morally unacceptable.

  Elite HW was given so many chances to repair or replace the furnace when I called several times on 12/11/24 and when ********** Heating's  emails on 12/11/24 with 13 documents attached after the lead tech ******* estimated and confirmed a large crack on the heat exchange of the furnace. They just ignored their responsibilities! They did nothing even **************************** said they turned off the furnace due to possible carbon monoxide and protect us, senior citizens over 70 yrs. old.

  This is a chance for Elite HW to show the public they're "true Honest and true Reliable" as said on their website. Your action of taking care of your customer in a critical time of life or death has more valuable than any advertisement texts/emails.

  I have high hopes that Elite HW will reimburse us what we have paid the $13,900.00 to $********** Heating through credit card and financing PSE&G for the furnace to survive the winter. 

  *** ******

   

  In order for the BBB to appropriately process your response, you MUST answer the question above.

  
  
  
  
   
  

• Initial Complaint

  Date:01/03/2025

  Type:Service or Repair Issues
  Status:

  ResolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I contacted Elite 7 days ago because I had to hot water. Three days later a contractor came out he wanted me to buy a new gas tank from him. And paid an additional $79.00 for the visit I put on the phone with Elite and that was resolved. I've called every day with no help I have been told it going to be taken care of each day. I'm 77 and afraid to carry hot water up the steps.

  

  Business Response

  Date: 01/07/2025

  Dear ******** *******,
  We at Elite Home Warranty are committed to providing transparent service and adherence to the terms and conditions set forth in our coverage agreements, as detailed on our website, ********************************.
  Upon review of your claim, we do see that you placed a claim on 12/26 for your hot water heater. We do see that there was a technician who stated that the system was only 4 years old.  That technician stated that he wanted to replace the entire system however the system itself should be under manufacturer warranty.  You contacted us explaining that you did not like the technician and that you had ordered the part directly from Rheem and once the part came in, you had requested that we schedule a different technician to install, which we agreed.
  When the part arrived, we did schedule a technician to go to your home however you cancelled the appointment and stated that you were going to have your nephew install the part. 
  Please note that any item or appliance that is still under manufacturer warranty would not be covered under ours.  However, as a good faith gesture we have refunded you the copayment of $70 that you paid to place the claim.  We have closed the claim since your nephew is a licensed plumber who has taken care of this issue.
  
  Thank you,
  Elite
  
  

  Customer Answer

  Date: 01/07/2025

  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me and the matter has been resolved.
  
  Sincerely,
  
  ******** *******
  
  
  
   
  
  

• Initial Complaint

  Date:12/17/2024

  Type:Order Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I signed up for a home warranty and they deducted $550 from my account but its now been two weeks and multiple calls, no agreement has been sent to me showing me what I signed up for. No account created. All things I kept getting reassured of when I would call - it's coming, etc. I finally decided to call and cancel today and ask for a refund because the customer service has been so bad and I am still in the waiting period. They first told me that they would have someone call me back in 24 hours to help me with the request, they said that a few times - no call back. So, I finally called again and asked to wait - within 2 minutes they got me someone who said they would process the request but that no email confirmation would be sent to me and I just have to wait 7 days for the refund and then I would see an email. I said I need a confirmation that you processed this, and she told me that she could send an email stating my request and I can reply back with yes but they don't send confirmation emails. I am not confident in their abilities and scared they aren't actually processing the refund or canceling my account.

  

  Business Response

  Date: 12/25/2024

  Dear *** ************ at Elite Home Warranty are committed to providing transparent service and adherence to the terms and conditions set forth in our coverage agreements, as detailed on our website, ********************************.
  Upon review of your policy that was purchased on 12/2/24, it shows that there was one payment that was paid in the amount of $550.00 which was due on the date you purchased.  We also see that there were two emails sent to you with a copy of your policy, one on the 8th of December and the other on the 13th of December and they both show that they were opened.  However, per your request, we have cancelled your policy with a refund of what was paid.
  Please feel free to contact us with any other questions or concerns.
  
  

• Initial Complaint

  Date:12/17/2024

  Type:Service or Repair Issues
  Status:

  ResolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I am filing a complaint against Elite Home Warranty for using repair companies that not only damage the units they are meant to fix but also provide false diagnoses. I initially purchased a 3-year warranty based on Elite's (at that time) A+ BBB rating. Our dishwasher broke, and after multiple rescheduled visits, the repair technician took a part needed for the dishwasher, leaving it broken. Elite offered to replace it, which we found surprising since it could have been fixed. Later, our ** failed, and the same technician put in a capacitor that was too small, causing further damage to our unit. The ** failed again, and after 10 days without cooling, the issue was finally fixed by a second company. We were then billed for repairs that Elite had assured us were covered and stated they would pay.A few months later, our fridge broke. We called Elite to file a claim (FYI, you can't rely on their website - no one will call you). They said we would get a call for someone to come out. Almost a week later, nothing. Called again. They sent out a guy. He couldn't figure out how to get the fridge back panel off. My husband did it for him. He checked for leaks & verbally told my husband he didn't find any. He told us the issue was the temperature sensor was broken, determined that part needed to be replaced but isn't made anymore. Stated he would put in for a recommendation that Elite replace the machine. Several days of no ******** call and am informed "the issue identified is an unrepairable gas leak" - (FYI, our neighborhood has no gas hookup available) not covered & not what the repairman told us. Elite closed the claim without notifying us, leaving us without a fridge for nearly a month. I canceled the remaining two years on the contract. I've also been receiving final notice bills STILL from the ** repair they assured me was covered & they would pay. Once that HV** bill is paid & my refund from the remaining months are processed, I will consider this complaint resolved.

  

  Business Response

  Date: 12/25/2024

  Dear ****** *****,
  We at Elite Home Warranty are committed to providing transparent service and adherence to the terms and conditions set forth in our coverage agreements, as detailed on our website, ********************************.
  Upon review of your policy, we see that there were 5 claims:
   ** claim, we do see that there was one claim filed on 6/20 which Elite covered in the amount of $399.99. This was for maintenance due to the system being dirty and to replace a control board.  We covered this amount as a courtesy since maintenance related issues are not covered. 
  The second claim that you filed for the ** claim, unfortunately was not a covered claim.  It was stated that the filter was very dirty causing a restriction in the system however, changing the filter resolved the issue.  We did try to reach out to the technician a few times with no success to pay the service call fee of $109.00. We will be happy to pay that amount.  We will again reach out to the technician. 
  
  Please feel free to contact us with any other questions or concerns.
  

  Customer Answer

  Date: 12/31/2024

  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID# ********, and have determined that my complaint has NOT been resolved because:

   I am concerned you all are being lied to by your **********s - the control board on our HVAC was never replaced.  I was present during the repair and he verbally told me everything he was doing - the capacitor was replaced with one too small for the unit and freon put in. The capacitor was replaced 2 times, once with the wrong size which the second ********** sent out said he made a note to you all as the first "fix" had damaged our HVAC unit and taken years off of its life, freon was put in the ***** and the air filter was replaced (with air filters we had bought ourselves and had in our closet, I should add). I understand that maintenance is not covered, but some of the "maintenance" claims that service **********s are telling you have been performed were not performed and should not count towards the cost of the service given as a result.

  Additionally, after canceling our remaining nearly 1.5 year on our contract, we were told over phone no refund could be issued. When signing the contract I was told after the first 90 days a prorated refund minus 8% would be issued if I was unsatisfied with the service. Where did the $1,875 we paid you all for the 3 year contract go (not to mention the additional $70 for each claim filed)?  

  I appreciate you reaching back out to the ********** regarding the bills for the claim your ********** had informed me on the phone was covered, but I am unsatisfied that no refund for the remaining nearly 1.5 years on the contract has been issued as the services provided did not amount to the amount of money we gave you (particularly as several of the fixes either were not performed or were performed in such a way that they caused irreparable damage to expensive parts of our home).

  
  

   

  In order for the BBB to appropriately process your response, you MUST answer the question above.

  
  Sincerely,
  
  ****** *****
  
  
  
  
   
  

  

  Business Response

  Date: 01/21/2025

  ****** *****,
  We regret any misunderstanding regarding the refund of the policy however as it states in Section XV.CANCELLATION letter states that C. If the duration of this Agreement extends beyond one year,any services provided and/or paid for by ***,up to the value of the service agreement,will be subtracted from the eligible refund. The refund calculation is as follows:
  The start date of the policy was 6/18/23 and it was scheduled to end on 6/18/26 however Elite provided you with 3 months at no cost to extend the coverage until 9/18/26, for a total of 36 months paid for.  You chose to cancel the policy prematurely on 12/13/24 using only 17 months of the policy. Elite spent between technicians and payouts a total of $811.67.  This amount is deducted from the amount that we would have provided to you as a refund had there been no payouts or technician fees. The total comes to a negative amount of $20.00 which we are not charging you for.  
  In regards to the copayments, this payment is due upon placing the claim, it is not refunded if a claim is denied or if a policy is cancelled. 
  We do understand your frustration and all of our records are correct.  Each technician's service call fee and the amount that we were charged has been carefully documented. Unfortunately there is no refund as we have explained.
  We do wish you the very best and if you have any other questions or concerns please dont hesitate to contact us.
  
  

  Customer Answer

  Date: 01/22/2025

  Better Business Bureau:
  Unfortunately there is no real resolution to be had at this point as Elite has made it clear they do not believe my claims and have refused to give any sort of refund.  At this point, I will just be passing on my interactions to all my associates and warn them against entrusting their homes to this business as it is clear they will not believe those that paid them in good faith, nor uphold their end of the contract.  It is a shame, I had high hopes for this company based on past reviews, but I see their more recent reviews have shown that others have had the same issue with shoddy workmanship, untimely repairs, and claims for work that contradicts original diagnoses and happily results in Elite not having to cover the repairs.
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is as satisfactory to me as it can be as we will have to agree to disagree.
  
  Sincerely,
  
  ****** *****
  
  
  
   
  
  

• Initial Complaint

  Date:12/05/2024

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  We contacted Elite Home Warrantee on November 15 because our freezer on our Sub Zero stopped working. They kept telling us that they would send someone to fix the problem, and finally, more than 20 days later, they state that they had given us $500 last year to fix our freezer when the compressor was compromised. We fixed the freezer and now the heat switch and capillaries are clogged. They are saying that they gave us $500 to replace our Sub Zero (ridiculous!), and that they will not pay for any further repairs on the freezer. It took them 3 weeks after repeated phone calls to have them give us an answer. I believe they are using delaying tactics hoping we will give up.Thank you

  

  Business Response

  Date: 12/17/2024

  
  Dear ******* ******
  At Elite Home Warranty, we are dedicated to providing transparent service while adhering to the terms and conditions outlined in our coverage agreements, available at ********************************.
  Upon reviewing your policy, we see the following claims history:
  1/9/23 (Claim #*****/1): Boiler adapter not covered under the policy, but as a courtesy, we waived the copay and covered the item.
  3/8/23 (Claim #*****/2): Bathtub shower handle not covered, but we refunded the copay and covered the item as a goodwill gesture.
  3/15/23 (Claim #*****/3): Water Flow issue on a bidet this was explained as not covered.
  4/15/23 (Claim #*****/4): Sub-Zero freezer not working claim was later canceled as you resolved the issue yourself.
  5/18/23 (Claim #*****/5): Ice maker motor technician confirmed it was functional but weak. We offered to cover the maximum allowable amount per policy, with the remaining cost your responsibility.
  5/28/23 (Claim #*****/6): Freezer not cooling the technician identified a sealed system leak with no Freon. Per policy, leaks and Freon-related issues are not covered. The technician noted that prior work may have caused the issue.
  8/28/23: Plumbing stoppage claim was canceled after you cleared the issue yourself.
  9/27/23: Ice maker not working despite a previous denial, we approved a diagnosis. The technician reported the system (from 1989) had a compressor failure due to a Freon leak. While this issue is not covered per policy, we provided a $500 courtesy towards a replacement system.
  10/16/24: Boiler not working the issue was determined to be due to low water levels. The claim was canceled per your request after the system started working again.
  11/21/24: Refrigerator not working your technician confirmed this was the same system we previously provided a goodwill gesture for replacement. Unfortunately, we cannot cover a system that was previously denied or for which a goodwill contribution has already been provided.
  We understand your frustration; however, Elite Home Warranty is in full compliance with the terms and conditions of your policy.
  Should you have any further questions, please dont hesitate to contact us.
  Sincerely,
  
  Elite Home Warranty
  
  
  

• Initial Complaint

  Date:12/03/2024

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  To Whom it may concern, I called with an electrical issue 11/9/24, filed a claim online, when I didn't hear back, I called back 11/12/24. Online is not set up to take claims but when you call, they are urging you to file a claim online.Called back 11/12/24, put in a claim, they called 11/13/24 and stated that someone would come out on 11/14/24. I waited all day, no one called or showed. 11/15/24, I called the electric company to see why there was a no call & no show, they stated they had no invoice from *** for my address. I then called *** who called the electric company to get it straight. They then assigned another company, it took 4-5 more days. When the company came out and stated the problem, I called ***. They had me email the diagnosis several times, sent an email saying they got it, and they would get back with me, but they didn't. I finally called them, only to be told that because it was an "Act of God", it wasn't covered. I have been with *** for ***** months and this was my 1st claim, only to be told it wasn't covered. When I took coverage out, they didn't have many complaints, but there seems to be over the last year. It's like they only grant or fix the small claims under $500.00, but anything over that, they find a way to say it's not covered, then they give you the run around, stalling and not getting back in touch with you like they said they would. I was told they received the diagnosis 11/22/24 and they called me the first of the week., but they didn't, so I called them 11/27/24, they claimed they just got the diagnosis the day before, they do a lot of lying and twisting each time you call them!!

  

  Business Response

  Date: 12/16/2024

  Dear *** *************** Elite Home Warranty, we are committed to providing clear communication and upholding the terms and conditions of our coverage agreements, as outlined on our website: ********************************.
  Upon reviewing your policy, we see it was purchased on August 21, 2023, and became effective on September 20, 2023. The contact number provided at the time was ************, which remains the only phone number on file.
  On November 12, 2024, you placed a claim regarding electrical issues in your kitchen, garage, bathroom, and back room, where outlets were popping. You suspected the cause was related to the breaker or electrical box. We dispatched a ********** to your home; however, due to an issue with the first *********** a second ********** was sent.
  On November 20, our concierge team reached out, and you informed us that the ********** had resolved the issue. However, the next day, you contacted us again, stating that the problem persisted and the ********** confirmed the failure was due to lightning striking the box outside your home, which burned the wires.
  As we discussed, this type of failure is excluded under our policy terms, specifically General Exclusions, Item #**, which states that damages caused by lightning, storms, or acts of God are not covered. Despite this, Elite Home Warranty offered to contribute $300 towards the repair costs as a gesture of goodwill.
  After speaking with one of our supervisors, you requested time to consider the offer. Over the following three days, we attempted to reach you multiple times to confirm your decision but received no response. Consequently, the claim was closed due to lack of contact.
  If you would still like to accept the $300 offered for this non-covered claim, we are happy to facilitate this for you. Should you choose to cancel your policy, please note that as it is month-to-month, no refund is available.
  We sincerely regret any frustration you may have experienced and assure you that Elite Home Warranty remains in full compliance with the terms and conditions of your policy. Should you have any further questions or need assistance, please do not hesitate to contact us.

  Customer Answer

  Date: 01/14/2025

  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID# ********, and have determined that my complaint has NOT been resolved because:

  The response from Elite Home Warranty is the response that they gave me on 11/27/24, for the claim submitted on 11/12/24, finally after I had to keep calling trying to get a decision on whether the claim was covered or denied.The response was rejected and I have not since heard from ***. I paid 16 months of payments without a claim, then the first claim is denied?! I should be able to have all of my money returned to me, therefore I am seeking a new resolution. I have not heard from *** since filing this complaint, they have not reached out to me and they have (2) contact numbers to do so.

   

  In order for the BBB to appropriately process your response, you MUST answer the question above.

  
  Sincerely,
  
  ****** ********
  
  
  
  
   
  

  

  Business Response

  Date: 01/26/2025

  Dear ****** ********,
  Thank you for bringing your concerns to our attention through the BBB. Your complaint was submitted on 12/8, and we have provided responses through the BBB platform from that date onward.
  On 12/17, you contacted us following our response on 12/16, stating your intent to cancel your policy and referencing an earlier request to cancel on 11/27. While we have no records or phone logs indicating a cancellation request on 11/27, we explained both over the phone and in our 12/16 response that you may cancel your policy at any time. However, as the policy operates on a month-to-month basis, no refund is applicable.
  We processed your cancellation immediately, ensuring you were not charged for December. While we understand this was your first claim with us, we must adhere to the terms of the policy, which did not cover the failure in question.
  As of today, your policy remains cancelled, and no refund is due. We regret any frustration this situation has caused but assure you that Elite Home Warranty is fully compliant with the terms and conditions of our policies.
  Thank you for your understanding, and we wish you the best moving forward.

  Customer Answer

  Date: 02/12/2025

  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID# ********, and have determined that my complaint has NOT been resolved because:

                  Elite Home Warranty offered NO RESOLUTION!!!

  I initially put in a claim to EHW on November 12, 2024. It was concerning my electric plug not working and the outlets kept popping out/off.

  They gave me the "run around" and did not call with a decision whether it was covered under the warranty. From day one, I had

  talked to ****** ****, he took the call, he made appointment with the electric company that did not show up or call. I called

  to report this and spoke to a lady within the office, they dispatched another company, they had me email the diagnosis. When 

  it was not received, the lady within his office had me to email it directly to ****** ****. 

                  After the diagnosis was received, he would be the one to give me a call because, she said he was handling the claim. 

  When he did not call me, I called him, she claimed he would call me the next day, therefore when he didnt, on Wednesday, November 27, 2024, 

  this time ****** **** wasnt available so I asked to speak to a supervisor only to learn that the person I talked with, they didnt have a supervisor 

  that went by the name, ********. After learning the claim wasnt covered, I asked the supervisor ******** to cancel the warranty, he stated he

  would. I called back days later and asked for ******, the ***** lady asked what it was that I was calling about, I told her I was calling to make

  sure that ****** ****, had cancelled the warranty and she assured me that it would be cancelled. Here two months later, they are still charging my card.

  
  

                  This is the first time that I have heard that the warranty was month to month, if thats the case, then why is it mandatory

  to put a credit or debit card on file. The supposed supervisor nor ****** **** and his office never told me to call cancellation department 

  or routed me to that department. They said it would be handled. Now the cancellation department claims they have no knowledge of a cancellation request.

  After sixteen payments and first time putting in a claim, that is denied and was mishandled from the start, that warrants a cancellation!!!!!!!!!!!!!!

  The business claims that calls are recorded, please play back the recordings!!!!!! They rip off and cheat consumers and customers. 

  No one is held accountable!!!

   

  In order for the BBB to appropriately process your response, you MUST answer the question above.

  
  Sincerely,
  
  ****** ********
  
  
  
  
   
  

• Initial Complaint

  Date:12/03/2024

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  On October 11th, I submitted my first claim with Elite Home Warranty for a malfunctioning A/C unit. I paid the $70 service fee and was told a contractor would contact me within 24 hours. No one reached out, and after waiting a week, I called Elite on October 18th. I was told no contractor had been scheduled because they were verifying if my payment had been received, despite it being processed. This lack of follow-through was extremely frustrating and unacceptable.A contractor was finally sent on October 21st10 days after my initial claim. The contractor diagnosed the issue as requiring 2-4 pounds of coolant and recommended adding leak stop to address a possible leak. He relayed this info to Elite, who stated they would cover up to 2 pounds of coolant but required managerial approval for the repair. I was told this approval would take 24 hours, but no updates were provided until I followed up again on October 24th and 29th.Elites delays continued, and the repair was not completed until October 31st20 days after my initial claim. Meanwhile, my family, including an infant, endured an uncomfortably hot home. Due to Elites inability to act promptly, I was forced to pay $402 out of pocket to resolve the issue. I submitted the invoice via email for reimbursement on the same day, as instructed by **** the claim specialist.Despite following up on November 15th & November 22nd, I received no response. On November 25th, I called again and was told by *******, another claim specialist, that there was no record of my invoice or the situation in my file. To make matters worse, I was instructed to email a supervisor at a fake email address (named ****).This experience demonstrates a clear lack of communication, accountability, and professionalism from Elite. I request an immediate refund of the $402 I paid for the repair. If Elite cannot honor this, I demand a full refund of my policy so I can work with a company that values its customers and provides timely service

  

  Business Response

  Date: 12/25/2024

  Dear ******* *******,
  At Elite Home Warranty, we are committed to providing transparent service and ensuring full adherence to the terms and conditions outlined in our coverage agreements, as detailed on our website, ********************************.
  After reviewing your claim, we noted that while you filed a claim for your AC system, there was a delay in processing due to the payment status of your policy. A technician visited your home on the 21st and determined that your system was low on Freon and needed coil cleaning. However, it is important to point out that due to the systems age (only 7 years), it may still be covered under its manufacturer warranty. If there is an active leak, the manufacturer may address the issue directly. Please be aware that the manufacturers warranty supersedes our coverage. Additionally, our policy does not cover leaks of any kind. The technician did suggest adding a stop-leak solution and additional Freon, but please note that our policy only covers up to $200 for Freon. We did, however, cover the cost of the coil cleaning, which is not typically covered under your policy.
  ****, the supervisor you spoke with, explained that while we can assist with the $200 for Freon, we cannot authorize the stop-leak treatment due to the possibility that the system is still under manufacturer warranty and because the issue involves a leak. This information was conveyed to you, but the line was disconnected before further discussion.
  Following this, we contacted you several times to explain that the cleaning, which we covered at $150 as a courtesy, was outside of your policy coverage. Again, the maximum amount we can offer for Freon is $200, and the stop-leak treatment remains outside of the policy's scope. We reached out to confirm if you would accept the $200 offer for the Freon; however, you indicated that you would only accept $402.61, which unfortunately exceeds the coverage allowed under the terms of our policy.
  You also mentioned that you would like to cancel your policy. Should you decide to proceed with cancellation, the prorated refund amount is $116.02. If you would like to accept the $200 offer for the Freon, we are happy to issue a check, though please note that check processing takes up to 30 business days.
  We regret any frustration this situation may have caused, but please be assured that Elite Home Warranty is fully compliant with the terms and conditions of our agreement.
  Should you have any further questions or concerns, please feel free to contact us.

  Customer Answer

  Date: 12/29/2024

  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID# ********, and have determined that my complaint has NOT been resolved because:

  Thank you for your response. However, I would like to clarify a few points regarding Elite's most recent entry:

  
      1. Lack of Communication: At no point was I contacted multiple times regarding my claim or any aspect of my complaint. All inquiries were initiated by me, not by Elite Home Warranty. It was extremely difficult to get a straightforward response, and I was even provided with a fake email address. The email for '****,' with whom I was supposedly in contact, resulted in failed delivery notifications multiple times.

  
      2. Disconnected Phone Call: The claim that a phone call was disconnected is completely false. If it truly was a disconnection, why did nobody from Elite Home Warranty attempt to call me back? This lack of follow-up is not good customer. The communication from ********************** has been far below the standard any policyholder should expect.

  
  Resolution of Costs: While I am deeply disappointed that Elite will NOT cover the full $400 balance for their contractor, I am willing to resolve this matter amicably. I ask that Elite Home Warranty refund a $200 check  for coolant and cancel my existing policy immediately, issuing a refund check for the remaining prorated balance as well. Please let me know the effective date of the cancellation.
  

  
  Thank you for addressing these concerns.
  

   

   

   

   

  In order for the BBB to appropriately process your response, you MUST answer the question above.

  
  Sincerely,
  
  ******* *******
  
  
  
  
   
  

  Customer Answer

  Date: 05/06/2025

  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID# ********, and have determined that my complaint has NOT been resolved because:
  

  Yes, please proceed with reissuing the refund check. Could you also confirm the original date it was issued? Its been quite some time since the initial check was supposedly sent, and I want to ensure there are no further delays. I would appreciate it if the reissued check could be mailed out by this Friday, May 10th. 
  
   

   

   

   

  In order for the BBB to appropriately process your response, you MUST answer the question above.

  
  Sincerely,
  
  ******* *******
  
  
  
  
   
  

  

  Business Response

  Date: 05/15/2025

  Dear ******* *******,
  We are pleased to confirm that a mutual agreement has been reached. As a result, we will proceed with issuing a goodwill check in the amount of $200, which will be mailed within 45 business days from today. You can expect to receive the check on or around July 15, 2025.
  Please note that your policy has been officially cancelled, and we will be unable to process any further claims under this agreement.
  We appreciate the opportunity to have served you and sincerely wish you all the best moving forward.

• Initial Complaint

  Date:12/03/2024

  Type:Service or Repair Issues
  Status:

  ResolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  On November 6 2024 I called to file a claim on my boiler system. Requested that Patriot Plumbing to do repairs. The ****** stated that I needed a new Boiler. Elite home warranty denied the claim stating that I filed the claim only 8 days into the policy. also stating it was a preexisting issue. This was not an existing issue. Boiler never leaked Was serviced on 7/24/24 a circulating pump was replaced by patriot plumbing . There was no leakes in the system anywhere. I called and requested an appeal and they stated they would give me a $300.00 for a 5-6 thousand dollar repair. The system is run year round in the summer just for hot water. then heating for the winter

  

  Business Response

  Date: 12/08/2024

  Dear **** ***********,
  At Elite Home Warranty, we are committed to providing premium services and transparent coverage plans, which are available on our website at ********************************.
  Upon review of your claim, it shows that you purchased your policy with us on 9/29/24 and it went into effect on 10/29/24. On 11/6/24 you placed a claim for your heating system stating that the furnace was not working properly also you had stated that the system was in fact leaking.  You requested to use your own technician which we agreed and after the technician went out to your home, he explained that the system needed to be replaced.  Once we explained this situation to you, you stated that this was the first time that you had turned the system on for the season and you were not aware.  While we understand that this was very upsetting to you, we do have to abide by our policy.  Our policy states that any seasonal item must remain operational for 30 days from the effective date. Also, that any item entering the policy must be in proper working order for the start of the policy. Again, your effective date was on 10/29/24 which was 8 days into the policy.  
  Although the failure of having a leak or a non-operational system that you did not turn on before the policy began is not a covered claim, Elite did offer to provide you with a courtesy of $300 at that time.  However, you disconnected the call.  Although we did try to contact you back to offer you a refund of the paid policy of $233.97 since you seem to not agree with our terms, we were not able to reach you.
  Please feel free to contact us if you wish to receive the refund of your policy.
  
  

  Customer Answer

  Date: 12/16/2024

  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID# ********, and have determined that my complaint has NOT been resolved because:

  [Your Answer Here]

   Once again they have to be told that the system runs all year long !!!.  In November when the zones called for heat because it turned cold like they are supposed to is when the leeks happened .  This system heats the hot water all year long . It is never shut down . So there claim it was not running for 30 days is a lie.. They are also aware that on July 20 2024 Patriot Pluming replaced  the circulating pump. He has already told them there were no leaks when it was done.

  They are just trying to get out of replacing a furnace since I have not been with them for a long time

   

   

  In order for the BBB to appropriately process your response, you MUST answer the question above.

  
  Sincerely,
  
  **** ***********
  
  
  
  
   
  

  

  Business Response

  Date: 12/25/2024

  
  **** ***********,
  Again, we do understand the frustration that this has caused however being that your policy was active for 8 days when you placed the claim, would not constitute a covered claim. Our policy states that all systems must be working for a continued 30 days from the effective date of the policy, again, you were on day 8. 
  Your technician explained that your system was leaking which is not covered under our policy. 
  We have offered to provide you with a full refund of the paid policy since you clearly disagree with our terms and conditions.  Unfortunately this is the only option that we can offer. 
  If you would like to accept, please contact us.
  
  

  Customer Answer

  Date: 01/01/2025

  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me and the matter has been resolved once payment is received ASAP
  
  Sincerely,
  
  **** ***********