ComplaintsforElevate Home Warranty, LLC

• Initial Complaint

  03/03/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  They replaced our water heater a couple of years ago. We never had any problems with our old water heater but it had gotten old and went out. Since they have replaced our water heater, it has been a nightmare. Our hot water constantly goes out. They replaced the new water heater with the same unit and it still goes out. They have replaced parts multiple times on the new water heater. It simply doesnt work. We have to relight it all the time and its the worst when family or visitors are staying with us. Its embarrassing that we do that have hot water half the time, and we are so tired of not having hot water when we need it. We have paid and paid to have people come out and do nothing that fixes the problem. We have given up on trying to get help from Elevate. We just get the same run around every time.

  

  Business response

  03/04/2024

  Thank you for bringing this matter to our attention. We sincerely apologize for the ongoing inconvenience you've experienced with your water heater since its replacement.
  
  We understand how frustrating it must be to have recurring issues despite multiple service calls. Please know that we take your concerns seriously and want to make things right for you.
  
  While we haven't received any recent reports of issues with the water heater since December, we're committed to resolving this matter. We'd like to offer to send a technician to your home again to assess the situation and address any underlying issues. Additionally, we're willing to cover the service call fee for this visit.
  
  Please give us a call, and we will set up a service request to send one of our contractors to diagnose the ongoing issues you are experiencing. 
  
  We appreciate your patience and understanding as we work to resolve this matter to your satisfaction.

• Initial Complaint

  02/25/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I have had no heat for 2 days now. **************** temp is 43 degrees. When contacting elevate Home warrantee they have failed to provide me with any assistance. There ad says 24/7 service. The contractor they sent me to his mailbox is full and they don't answer the phone. I want them to turn off there heat and sit for 3 days with their home temperature at 43 degrees. There are 2 people here with bad health conditions and we got nothing from this warranty other than they might be out on Monday. So their add is false and ir needs to state that their service will be 72 hours or longer I can't get permission to have someone else come in and fix the problem. They need to put their warranty on toilet paper at least that can be useful better than their lying warranty is I give them a -10 rating right now

  

  Business response

  02/26/2024

  We sincerely apologize for the inconvenience you have experienced with your heating system and the difficulty in reaching a resolution promptly. We understand the urgency of your situation, especially considering the health conditions of the occupants.
  
  Upon reviewing your concern, we would like to clarify the process outlined in your warranty contract regarding service requests, found on page 4:
  
  E. Requesting Service on Warranty Items and ********* Services. To request service, simply submit your request for service online at www.ElevateHomeScriptions.com or call EH at **************. We are available to accept service calls 24 hours a day 7 days a week. Upon your request for service, EH will assign a pre-screened, local service professional (hereinafter referred to as Service Pro) to arrange a mutually convenient day and time during normal business hours, M-F 8:00 am 5:00 pm, to diagnose the problem and perform covered repairs.
  
  I. Emergency Claims Outside of Normal Business Hours. In the event of a time-sensitive emergency, EH will make every reasonable effort to expedite service calls within 24 hours or less. An emergency situation is defined as a failure as a result of:
  
  A.    Plumbing failure causing significant interior leaking or flooding.
  B.    A complete loss of cooling or heating systems when forecasted exterior high temperature exceeds 98 degrees Fahrenheit or is below 28 degrees Fahrenheit.
  
  On Saturday, February 24th, 2024, at noon, we received the call from the homeowner and promptly initiated a service request. Despite the temperatures not meeting the criteria for an emergency claim, 55 as a high on Saturday and 59 on Sunday in **********, we made several attempts to contact our contractors to expedite assistance and continued to do so through the evening and the following day. Additionally, recognizing the urgency of the situation, we offered to reimburse up to $75 for the purchase of a space heater, although this is not explicitly stated in our contract, as a temporary solution. Unfortunately, we did not receive a response to that offer.
  
  Regrettably, we did not receive a response from the contractors until Sunday evening. However, Best HVAC was able to visit and provide a diagnosis. Currently, our approvals team is diligently working through the repair process, and we will keep the homeowner informed about the next steps.
  
  We understand the inconvenience this situation has caused and sincerely appreciate your patience as we work towards a resolution.

  Customer response

  02/27/2024

   
  Complaint: 21343943
  
  I am rejecting this response because:I am now 4 days no heat and this is beyond ridiculous I want a free year if warranty for every day I have no heat. My house internal temperature has been 43 to 45 degrees if I have to suffer then they can too AR this rate I will be more than a week we without heat and that is unacceptable
  
  Sincerely,
  
  *****************************

  

  Business response

  02/28/2024

  We are actively seeking a replacement for the furnace, which is proving to be a challenge due to its specialized nature for manufactured homes. Rest assured, we are committed to fulfilling our obligations as outlined in the contract.

  In addition to our contractual obligations, we have gone above and beyond by offering reimbursement for the homeowner to purchase a space heater while they are without heat. Our contractor even offered to set up a space heater in their home, but unfortunately, the homeowner declined this offer.

  Furthermore, we extended the option to cash out the cost of the replacement furnace and labor, allowing the homeowner to hire a contractor of their choice. Despite these efforts, the homeowner has declined all of our offers thus far. We remain dedicated to resolving this matter and finding a suitable solution for all parties involved.

  Customer response

  02/28/2024

   
  Complaint: 21343943
  
  I am rejecting this response because: they want me to pay out of pocket ****** they can use the 5 days of no heat and freezing in my house and for letting me and a sick friend sit here and freeze for 5 to 6 days they should pick up the cost of everything 

  I was never offered a space ****** from either company that came to look at my furnance
  
  Sincerely,
  
  *****************************

  

  Business response

  02/28/2024

  We were assured by our contractor a space heater was offered and taken to their home. If that is not true, we also offered multiple times to reimburse the homeowner for them to buy a space heater, which has been declined each time.
  

  To quickly address the out of pocket costs, those are mentioned in the contract.

  On page 9, section 5 it explains out of pocket costs. 

  5. Limitations Of Liability & Exclusions
  This Plan provides coverage for the specific Warranty Coverage Items and On-demand Service Items listed on the Declaration of Coverage and excludes all other items. There may be situations in which you will be responsible to pay additional costs for parts or services not covered by this Plan. In those cases, we will work with you to determine the best course of action to reasonably minimize your out-of-pocket costs.
  
  We spoke to the homeowner and explained that we were able to find the replacement furnace which is on its way to their location and our contractor is planning on going to their home tomorrow, 2/29/24, to finish up the replacement. As a secondary option we also offered to make an exception to cancel their warranty and provide a full refund, the homeowner declined that and said to move forward with the replacement. We offered to go over the contract to clear up any misunderstandings but the homeowner mentioned they were driving so we were not able to do so at the time.

• Initial Complaint

  01/10/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I paid for a whole home warranty and upon purchasing the warranty they ask about your house. When our heat wasnt working they asked us how many units we have. Come to find out the tech believes it was our thermostats. These should be under our warranty. We paid the service fee but because there was two in the home they quickly called us to collect another service fee. Which is crazy as its the same service just two different parts. Just another scam of a home warranty. No technician has to come back for an additional service.

  

  Business response

  01/22/2024

  We appreciate your feedback and are sorry to hear about your frustration. We understand the importance of clear communication and have reviewed this situation to ensure a better understanding of the coverage related to the service call fees. We value your experience and aim to provide clarity and resolution. We strive to make our contract more comprehensible, and it is not our intention to obscure any information within it. Your coverage absolutely includes thermostats. We did want to take a moment to demonstrate in the contract where it talks about the service fees. 

  On page 4 section "H. Service Fees and Trip Fees. For each service request you submit, you will be responsible to pay the Service Fee listed on your Declaration of Coverage. Each unrelated problem or breakdown requires a ********************************** request requires a new service fee. Also, in this situation having 2 separate issues with your thermostats would be unrelated to each other requiring a separate service fee for each. With that said, if you would like to reach out to us by phone, we would be happy to refund the second service request fee. Our number is ************. We look forward to hearing from you.

• Initial Complaint

  07/11/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  Air Condenser went out, and was tripping a fuse. Called Elevate and they sent a technician who cleaned the unit (7/5) and told us the fuse was the problem, so we spent $300 to have the fuse replaced. Tech also said it was "nearly impossible" to get a new unit out of Elevate, even though unit is well "past it's time" and "only a matter of time". Condenser tripped fuse the next day, Put in another request for service. Waited in sweltering heat but technician didn't call until after 5pm apologizing that he didn't have time to service and was surprised call didn't roll over to someone else after he didn't respond within 3 hours. Looked on line and found a company ******* ******* rated A+ on BBB. Owner **** came right away and told us capacitor is going out and coils are leaking and rusty. We opted to replace the entire system - HVAC (20 years old); coils; condenser at a cost over $12K. Contacted Elevate through text and asked if they would pay part. They want to provide a in house unit to keep us cool while they get someone out to access the unit again - it's going to be 113 in Ivins in a few day! ******* ******* came right away. Units are almost installed. Can't believe Elevate will not pay one cent towards the cost! Ps: Their tech is not listed with the BBB!

  

  Business response

  08/07/2023

  Regarding the initial visit on July 5th, we apologize for any breakdown in communication with our contractor. It's unfortunate that they believed the issue was related to the circuit breaker, which led to you seeking your own electrician and incurring an additional cost. We acknowledge that setting up the request through us could have streamlined the process and prevented the out of pocket fees from your contractor.

  We also regret the delay in service on July 9th with one of our HVAC contractors. Waiting in the sweltering heat is not acceptable, and had we known of the scheduling issue, we could have made additional efforts to find another contractor that could have gone out sooner. We understand that timely service is essential, and we'll take measures to ensure better responsiveness in the future.

  Regarding our policies on unit replacement and repairs, we rely on the expertise of our contractors to make the best decisions for our customers. We always prioritize repairs whenever possible, but it is not uncommon where a replacement may be the most suitable option. We regret any misunderstanding regarding this matter. We appreciate your understanding of our special pricing arrangements with contractors and parts suppliers, which allows us to provide competitive service costs.

  We're glad to know that ******* ******* was able to promptly address their HVAC needs. However, based on the reason above we are sorry for the disappointment caused by not being able to offer financial assistance towards the replacement cost. This information regarding reimbursements can be found in your contract. Page 5, at the end section D, “EH will not reimburse any costs or fees incurred by your own service contractor without express prior authorization by EH.”

  Customer response

  08/07/2023

  
  Complaint: ********
  
  I am rejecting this response because: no one would have been able to wait as long as we did and would have (even their contractors tell you they work hard to replace anything) to get the unit replaced through Elevation. Not offering ANYTHING for reimbursement of a $14k replacement is a great benefit for Elevation, but not its customers us. We saved them a lot of money because they were too inefficient in getting the job done. The company we used was EXCELLENT and had all old units out and new in without 24 hours! Carrier unit has been doing a superb job and no worries! Thank you ******* *******. An awesome job/company. 
  
  Sincerely,
  
  **** ***

  

  Business response

  08/09/2023

  We understand your perspective and appreciate your response. We sincerely apologize for the frustration caused by your AC breakdown during the hot summer months. Our ultimate goal is to provide hassle-free homeownership, and we regret any disappointment you may have experienced. We value your proactive approach in resolving the situation and your understanding of our warranty's limitations. Our warranty is designed to work with pre-approved contractors to provide cost-effective solutions for various home repair needs. This setup allows us to deliver significant cost savings for a range of home repair and maintenance needs.
  
  Let us reiterate the guidance imparted by Blake, our customer service expert. Blake advised against seeking repairs from contractors outside our endorsed network to safeguard the continuity of your warranty coverage. Unfortunately, reimbursement for work performed by non-affiliated contractors falls outside our policy's purview. We had sincerely aimed to explore viable alternatives to alleviate your inconvenience. This included options like arranging emergency accommodations or expediting the dispatch of another contractor. Unfortunately, the situation didn't permit us to meet your preferred timeline, as you opted to proceed with repairs beyond the warranty's scope and personally bore the cost.
  
  We extend our heartfelt apologies once again for any shortcomings you encountered. Your valuable feedback serves as a cornerstone for refining our services and enhancing the experience for all Elevate homeowners.
  
  

• Initial Complaint

  06/07/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  I paid 70 dollars to a home warranty company elevate to fix a leaky main water shut off valve in my house. I filled out the request online and they scheduled a plumber of their choice to schedule an appointment with me. The plumber come to my home saw the leaky pipe and seeked approval from the warranty company. The warranty company denied the request because my home doesnt have a whole house pressure valve. The warranty company already knew I didnt have a whole house pressure valve and still allowed me to schedule with the plumber. They knew this because I had them have a plumber request a quote from the same plumber a week earlier to install the pressure valve and they denied the request. At no time did they indicate that not having a pressure valve would disqualify me from having my leaky pipe fixed when they scheduled the return of the same plumber. I contacted them 6/6/23 with this information and they still denied my refund.

• Initial Complaint

  03/29/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I contacted elevate after my boiler overheated and exploded steam filling up my house with hot steam and ** having to call the fire department at the end of February, they scheduled "Total Air Control" to come to my house. On top of the $700+ annual fee paid for the "Totally Elevated" plan with added pool coverage, they charged me $65 for the service call. ******* from Total Air showed up and immediately said "I have no idea why they called me, I have never worked on a boiler in my life" He told me to turn on the boiler and to "keep an eye on it" and that he would contact me after he spoke with some "buddies who know how to work on boilers". ******* never called back, and the boiler overheated again waking me up at 2am to a house full of steam escaping from the pressure release valve and leaking water all over my basement which luckily has a drain on the floor. I called Elevate and asked for an explanation, they tried to charge me again for another $65 service call, but I objected saying I never got my first service call. They then "recalled" the service and ******* was scheduled to come back a few weeks later. 1 hour before my 2nd appointment, ******* calls and says that my "expansion tank" was broken and it would not be worth it for him to come out and that he was going to charge elevate another $130 against my $800 boiler coverage. I said, he was actually being "recalled" for not doing the diagnosis the first time at which point ******* cussed me out and hung up on me. I called elevate and ****** explicitly offered me a cash out option of the $800 coverage. I said yes, and then he asked for a copy of my home inspection, I gave him the inspection which stated no pre existing issues with my boiler, and he didn't reply for 1 week. After a week he called me to tell me that my expansion tank was not covered and I would not get coverage, this despite my expansion tank being in perfect working order and never having a boiler technician look at my boiler,

  

  Business response

  03/31/2023

  We are sorry to hear that your experience did not meet your expectations, and we appreciate your feedback. It is always our goal to ensure that every customer has a positive experience with our services. We understand that there was a miscommunication regarding the contractor's knowledge of the expansion tank, and we apologize for any confusion or inconvenience this may have caused.

  
  After conducting a thorough investigation into the situation, we found that the contractor does indeed have experience working with boilers, but was unsure about the particular model of the expansion tank. We also discovered that the contractor attempted to contact you to clarify the issue. Ultimately, the problem with your boiler was diagnosed as an issue with the expansion tank, which unfortunately falls outside the scope of our warranty.

  
  We did refund the service call fee after speaking with you, and we understand that it may take a few days for the refund to appear in your account. If the issue persists, we would be happy to send a second opinion and cover the cost of the service call fee.
  Once again, we apologize for any inconvenience you may have experienced and hope to have the opportunity to provide you with a better experience in the future.

  Customer response

  04/03/2023

   
  Complaint: 19871495
  
  I am rejecting this response because: The contractor made it very clear that he did not work on boilers, ever. I observed him the entire time he was here, he literally just looked at the expansion tank and said "I think this might have some water in it, not sure though" He did not drain it, he did not inspect it, it has no signs of corrosion, and the water leak was coming from the boiler itself. He only diagnosed the expansion tank weeks afterward because he followed up with elevate to verify that it wasn't covered and he could collect his fee, elevate could avoid paying out and everyone is happy except the customer. I've had 2nd and 3rd opinions verify the expansion tank is in working order. Elevate owes me $800 full stop. They are not able to send contractors who can control their tempers and we don't feel comfortable having a 2nd elevate hired contractor in our home for safety concerns after ******* from Total air showed he is not capable of controlling his temper. 

  The service charge refund is below the bare minimum required here. 

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

  

  Business response

  04/04/2023

  We were able to contact the homeowner directly to discuss his experience with the contractor. We will do further investigation with the contractor and address customer experience issues. We have good relationships with our contractors and are surprised by the comments. We discussed with the homeowner the possibility of being able to still assist based off another contractor's diagnosis and bid. If they are unable to provide a diagnosis then we offered to set up a 2nd opinion with one of our different contractors. 

• Initial Complaint

  07/14/2022

  Complaint Type:

  Product Issues

  Status:

  Resolved

  More info

  I've been a customer with this company since 2018. I received a voice-mail reminding me to renew my policy with them, pretty standard. I call to do so and to ask some additional questions about their service, and get told I haven't paid for my plan with them since January. I'm told my card does not work, which is a lie, as I have no issues with said card, and they've even taken money from said card for when I've paid for service calls I had for a water heater replacement and a dryer repaired. They claim to have sent me a multitude of emails (MEANWHILE NO ONE HAS CALLED ME), and then I'm told it's been to an email address THAT IS WRONG and isn't my email address. When asked what is going to be done about this inconvenience, I get told nothing at all, and that I can renew and pay it off on a payment plan or not renew and pay it off in a payment plan. Meanwhile, this has probably been s******* with my credit score. This company refuses to take responsibility for their irresponsible actions

  

  Business response

  07/21/2022

  We spoke to this homeowner on the phone on 7/14/22. We did have an issue with processing the homeowners credit card but we generally only send an email to the homeowners regarding missed payments. We called the homeowner less than 1.5 hours after his request. We offered him a discount off his renewal for the experience he had. Today, 7/21/22, the homeowner accepted the offer and has renewed their warranty. 

  Customer response

  07/22/2022

   
  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.
  
  Sincerely,
  
  *************************

• Initial Complaint

  05/23/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I bought a Home Warranty- "Elevate" one, from Elevate Home Warranty. In the Contract it states "All mechanical parts and components that affect the operation of primary AC unit is covered. Now 8 months later, I find out they have a New clause for "HVAC incompatible units". Therefore, now that my AC is 25 yrs old, was running just fine for two months, has a freon leak that is at 50% compacity now, frozen over unit. My technician says I need a whole new unit. Elevate Home Warranty says it will only replace the guts of my unit, the Coil and condenser. Since the coil is not compatible with a new unit, I have to pay for a new coil $445, disposal $150, Limit set $325, new ducting $350 and who knows what else. Totaling $1,270. Plus, its been 85-90 degrees in my home with dogs- I open my windows and sand comes in. They say, they don't have the parts. It have been a week so far and no air conditioning. Its going to be 95 degrees Thursday.

  

  Business response

  05/24/2022

  In the complaint the homeowner references our incompatibility coverage. Regrettably, they did not have the extra coverage that covers HVAC incompatibility. On page 12 of their contract, see attachment, in section V it outlines that for their specific plan the incompatibility is not covered. See below 
  
  With exception of coverage granted by the HVAC Equipment Incompatibility Coverage option (see section 8.m for specific details of coverage), EHW is not responsible for upgrades, components, or parts required due to the incompatibility of the existing equipment with the replacement system, appliance, component, or part thereof or new type of material or chemical utilized to run the replacement equipment, including, but not limited to, differences in technology, refrigerant requirements, or efficiency as mandated by federal, state or local governments

  
  This is a clause that was added to our 2021 warranty contracts when we released them in February of 2021. Their policy was effective 10/15/2021. We would never intentionally attempt to hide anything from our customers. That is the reason we emailed the contract to the homeowner on 10/22/2021 at 12:29pm MST. There are some items such as the disposal and the duct and line set modifications that are outside the warranty, also outlined in the contract. Unfortunately, as they did not have the HVAC Incompatibility coverage, the coil is not covered. The homeowner did approve the out of pocket costs on 5/23/22. We are honoring our contract with the homeowner. We are covering the cost to replace the condenser and we are covering the labor cost. We are happy to continue to honor our contract with the homeowner if they run into other issues with the systems of their home.
  

  
  

• Initial Complaint

  04/04/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I purchased a home warranty with added services for septic coverage and code violation coverage first I called about my hose spirits leaking was told to find a ******* and get an estimate and if in cost range they would cover it I asked if my neibor could do the job and they pay him for his time and was told only parts I then called because after purchase that my deck was not attached to my house and was on cinderblocks and ready to fall over a clear building code violation I was told that they would not cover it I then called because the septic covers a 1 time pump out and that's how it was sold to me I was then told that just having my house smell like sewer it would not be covered I then asked for a refund and was told they sent the prorated refund to the card that I used when I bought the warranty I contacted them because I don't have any card that ends with the last 4 number given and tried to resolve it by getting a check refund and they refuse to help in any way this is a scam that is sold to so many people

  

  Business response

  04/05/2022

  We have been in contact with *************** via email. We have explained that refunds must go back to the card used for the original transaction. He claims that he does not have any card with the last 4 numbers of the card that we used. After investigating we did find a recorded phone call with *************** on 6/9/21 in which he made the payment for the warranty using the credit card that he claims he does not have. We did email him the recorded call on 3/31/22 so he could listen to it for himself. We informed him that if he no longer has the card it should have been attached to a bank account in which he could contact that bank to discuss the refund. We have not heard from him since 3/31/22. 

  Customer response

  04/06/2022

   
  Complaint: 16983206
  
  I am rejecting this response because:
  
  Sincerely,
  
  ***********************

*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. ↩