Complaints

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

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  Elevate Home Warranty, LLC

  259 S Orem Blvd Orem, UT 84058-3009

  
• 

  Elevate Home Warranty, LLC

  PO Box 801 Vineyard, UT 84059-0801

  

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:06/29/2025

  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.

  Our home warranty service agreement state it will cover the washing machine and dryer for "all mechanical parts and components that affect the operation of this item up to the benefits Maximum as listed on the declaration of Coverage of $3,000."
  
  The washing machine stopped functioning and a claim was submitted. A review by their approved technician reported that "the washer the suspension broken due to normal use. When the suspension broke inside the unit, one of the retaining bolts snapped which also cracked the tub. This unit would need new suspension and outer drum/tub. The outer drum is NLA. This is a common issue we see with Samsung washers".
  
  Home warranty company stated that "while the shock dampers are covered under your plan, secondary damage—like the cracked tub—is not. At this time, we can offer a cash-in-lieu payment of $158.90 for the covered shock dampers and associated labor".
  
  This is the wording in the service agreement that describes secondary damage: "EH shall not be liable for consequential, incidental, or secondary damages resulting from the malfunction of any covered item, such as, but not limited to, food spoilage, loss of income, utility bills, additional living expenses, or the restoration or repair of walls, ceiling, flooring, cabinets, countertops, or painting."
  
  I appealed their decision to not cover the complete washing machine repair (including the tub) because the examples provided in the service agreement clearly refer to incidental property loss or expenses external to the appliance itself. The washer tub does not fit that definition. It is a core mechanical component that was damaged as part of the mechanical failure.
  
  They continued their denial stating that "the clause applies broadly to any resulting secondary damage, even within the appliance itself."
  
  Given their broad interpretation of the phrase "not limited to", I find that their service agreement is misleading and deceptive.

  

  Business Response

  Date: 06/30/2025

  Thank you for bringing this matter to our attention. We understand the customer’s frustration and appreciate the opportunity to clarify our position.
  Our goal is always to deliver service in accordance with the terms and conditions of the Home Service Agreement. The agreement does provide coverage for the washer and dryer, including “all mechanical parts and components that affect the operation of this item, up to the benefit maximum as listed on the Declaration of Coverage.” However, the agreement also includes specific exclusions, including a clause that states:
  “EH shall not be liable for consequential, incidental, or secondary damages resulting from the malfunction of any covered item, such as, but not limited to, food spoilage, loss of income, utility bills, additional living expenses, or the restoration or repair of walls, ceiling, flooring, cabinets, countertops, or painting.”
  While we understand the customer’s interpretation of this clause as referring primarily to damages external to the appliance, the language “such as, but not limited to” indicates that this is not an exhaustive list. Our interpretation—consistent with how this exclusion is commonly applied across the industry—is that secondary damage includes damage within the appliance that occurs as a result of the original failure. In this case, the covered shock dampers failed, and this failure caused damage to the washer tub, which is no longer available for replacement.
  Because the initial failure was with a covered part, we offered a cash-in-lieu settlement for the cost of that specific part and associated labor, totaling $158.90. Unfortunately, the resulting damage to the washer tub, while essential to the unit, falls under secondary damage as defined in our agreement and is therefore not eligible for coverage.
  We reviewed the customer’s appeal carefully and respectfully disagree that our interpretation is misleading or deceptive. Our agreement’s terms are transparent about limitations and exclusions, and we work diligently to apply those terms consistently and fairly across all claims.
  We regret that we could not meet the customer’s expectations in this instance. We remain committed to continuous improvement and value all feedback that helps us provide better service and clearer communication in the future.

• Initial Complaint

  Date:02/06/2025

  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.

  Our water heater went out and Elevate said we had to wait 2-3 days before when having a plumber come. The plumber they had assigned had really bad reviews. So I requested to have someone come sooner as we are a family of 8 and need hot water sooner, not to mention the flood that it caused in our basement. They did have a plumber come sooner. Elevate denied covering the damages incurred by the broken water heater saying that they would only cover the water heater repair/ replacement, if needed for up to $2000. The plumber confirmed that it could not be fixed, and needed to be replaced. That was day 2. They did not approve to replace it for another 24 hours. By the time they agreed to replace it. They only agreed to purchase the least expensive water heater (AO Smith) that wasn’t matched to what we currently had, (*****). Upon receiving the water heater, it malfunctioned and the pilot light would not light up. They worked on it the entire day. They were in the house on and off from 9 AM until 8:30 PM and even after replacing parts could not get it to work. Finally after another 24 hours Elevate agreed to replace it, but only with the same brand that was malfunctioning and still not with the brand that we had. They were even told that at least 10% of that brand AO Smith have the pilot light issue, but still did not want to replace it with a better product or the one we had. At this point, they informed me that I had met my $2000 limit. They informed me that I would be financially responsible for any other expenses from labor or parts from then on out. After four days of not having hot water, I was literally told by Blake the manger that they would just leave the water heater at my house and I could install it myself unless I was willing to pay the difference. Also, our microwave died the same weekend and they told the repair man to spend more money on parts to fix it than to just replace it. It has been three days and the microwave hasn’t been fixed nor replaced.

  

  Business Response

  Date: 02/07/2025

  We are surprised to see this complaint. We spoke to the homeowner's husband a few hours before the submission of the complaint and worked it out to cover the labor again above for the water heater even though it was above the contract limit and let him know that we would be replacing the microwave. They decided to take a cash out rather than the replacement of the microwave. 

• Initial Complaint

  Date:01/31/2025

  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.

  Elevate is the most unprofessional, uncaring, and unethical company we have ever dealt with. Our 48" THOR range had a gas leak, so the gas company shut off gas to the entire unit. We submitted a claim to Elevate immediately (Dec 30th, 2024). As of today, we have been without a range for 4 weeks. Elevate's first vendor came out and said they needed to order a part, and the part was backordered 5 weeks. We found the part and ordered it ourselves from the manufacturer. The first vendor returned, worked on the range for 2 hours, and determined the range was "not repairable". We then asked Elevate to help us replace the range. They ignored our request and said they needed a "second opinion". The second contractor came out and did nothing. We waited a week, and still nothing from the "second opinion". We again asked Elevate to help us replace the range. Elevate's response was "we have no timeline to repair the range". They denied our request for ANY kind of pay-out (which would be a tiny fraction of the cost to replace a 48" gas range). Elevate clearly only cares about their bottom line and not their customers. A range with a gas leak that has been deemed unrepairable is a safety hazard. Elevate has unethical and unsafe business practices. Elevate is operating a scam. Customers believe they will receive help when an appliance breaks down, and this does not happen.

  

  Business Response

  Date: 02/03/2025

  We sincerely apologize for the delays and frustration you experienced. We understand how challenging it is to be without a functioning range, and we take full responsibility for the time it took to resolve this issue.

  Our goal is to provide fair and thorough service. After the initial service professional assessed your appliance, they informed us that they werent entirely comfortable working on your brand of range. To ensure the best possible resolution, we sought a second opinion from a service professional on the manufacturers approved contractor list. Unfortunately, this situation required additional time due to manufacturer-related delays, which are rare but sometimes unavoidable.

  To obtain the necessary parts, we worked directly with the manufacturer, who confirmed that the parts were backordered for three weeks. We also want to clarify that the part you ordered independently was not the correct part needed for the repair, which further complicated the process. We recognize how frustrating this must have been and appreciate your patience.

  We attempted to reach you by phone on 1/31/25 around 3 PM to discuss a cash-out option. After leaving a voicemail, we followed up with an email, and were glad you were able to respond so we could proceed with mailing a check to you.

  We truly regret the inconvenience this has caused and appreciate the opportunity to make things right. If theres anything else we can do, please dont hesitate to reach out.

• Initial Complaint

  Date:09/03/2024

  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.

  9-3-24 TODAY
  December 2023 Elevate Home Warranty for one year. The plan is the better plan for $600. My washing machine quit working in June 2024. Three months ago. I'm still waiting for them to decide whether they're going to cash out or keep trying to say they're trying to find OEM parts. Because the washing machine is 30 years old I called GE myself and the parts that they're needing the motor and the pulley - milk stool and possibly even the transmission as per 3rd opinion company Ryan Smith from Professional Appiance THE 3RD COMPANY - (as a tie breaker from the other Two companies reported ) GE said those parts are no longer available.Professional Appliance reported all above were needed NOT just a belt way back in June.
  
  I paid $75 on 6-8
  ACCRURATE Appliance evaluated -returned and reported to ELEVATE washer needed a belt.
  Accurate came out a second time put the belt on. Washing machine was still not working I called ELEVATE to say still not working. Accurate Appliance again 3rd time he oiled something and left washing machine still wasn't working. Them Elevate home called Reliable Appliance on 8-18-24 Reliable Appliance stated other company should have replaced other parts in addition to belt. Reliable gave a report to elevate. Elevate then sent BACK out the first Accurate Appliance a 4th time who reported clothes stuck in between the inner outer that I caused the problem 3 months later and my fault. ELEVATE said we can't be responsible.. I objected. Then Elevate home sent Professional Appliance- Ryan Smith to come out as a sort of tiebreaker they said. Professional Appliance Ryan Smith stated Accurate Appliance was NOT ACCRURATE- no clothes stuck anywhere and reported all the above parts needed and I'm still waiting. So total of 6 visits. I heard Ryan from professional Appliance on the phone telling Anne-Marie from ELEVATE the needed parts. He stated possibly after he does all this it might need a transmission.
  I am a disabled senior.

  

  Business Response

  Date: 09/04/2024

  Thank you for bringing this matter to our attention, and we sincerely apologize for the frustration and inconvenience you have experienced. We recognize that this situation has been mishandled, and we take full responsibility for the delays and miscommunications that have occurred.
  This morning at 8:00 AM, we reached out to discuss your cash-out options in an effort to resolve this issue as quickly as possible. We understand the impact this has had on you, especially given the time that has passed and your circumstances. Please know that we are committed to finding a resolution that meets your needs.
  We appreciate your patience as we work to make this right, and we will follow up with you directly to ensure that this is handled to your satisfaction. Thank you for giving us the opportunity to address this, and again, we apologize for any distress this has caused. 

  

  Business Response

  Date: 09/04/2024

  Thank you for taking the time to speak with us today. As discussed, in recognition of the delays and inconvenience you’ve experienced, we are doubling the original cash-out offer as a gesture of good faith. We’ve forwarded the details to our billing department, and you can expect to receive the check via email within the next 2-3 business days. We appreciate your understanding and hope to serve you more efficiently in the future.

  Customer Answer

  Date: 09/09/2024

   
  
  Better Business Bureau:
  
  
  
  I have reviewed the response made by the business in reference to complaint ID 22234701, and find that this resolution is satisfactory to me.
  
  
  
  
  Sincerely,
  
  
  
  Susan Sullivan

• Initial Complaint

  Date:06/24/2024

  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.

  Supposed to be a home warranty company, first claim after 9 months of contract has been useless. They sent me the service company and it took a week for them to come. I was told they had the part and it would be a couple of days, after 7 days I called and was told ELEVATE HOMESCRIPTIONS had not approved the work, so I called them and was given some useless information by Mahren(She seems to be the only person who has ever answered the phone) so I am beginning to wonder what sort of set up the ELEVATE HOMESCRIPTIONS is!!!!! So supposedly they finally approved PART of the work but then told me the technician had told them there was a lot of food in the freezer so they were NOT GOING TO COVER the compressor.!!!!!!!!!!???????? As the service company they sent me to does NOT answer the phone and have not called back in 2 days I question again whether this whole set up is a scam.

  

  Business Response

  Date: 06/24/2024

  Thank you for bringing your concerns to our attention. We apologize for any frustration you've experienced.

  To clarify, the compressor in your freezer is not currently in failure. Our technician noted that improper air circulation, caused by food blocking the vents, can potentially lead to compressor issues. If this usage pattern continues and results in a failure, it would not be covered under the warranty. We were attempting to provide you with helpful advice to avoid early burnout of the compressor. 

  Regarding the approval process, I apologize for the delay and any miscommunication. Our goal is to provide timely service, and we are addressing the communication issues you encountered. We did reach out to the service pro and they promised they would be reaching out to you to get this scheduled and resolved. At this time we are still working with the service professional to fix the door seal of the freezer. 

  Please let us know if there is anything further we can do to assist you. We value your feedback and aim to improve our services continually
  

  Customer Answer

  Date: 06/25/2024

  
  
  Complaint: ********
  
  
  
  I am rejecting this response because: Its now almost 4 WEEKS since i called this in! Both you and the "service company" seem to think you can take as long as you like. You don't respond to issues other than at your own pace.  You charged my card quick enough and then didn't bother to respond. I told the guy I would empty some food out of the freezer as he said it had a lot of food in it BUT YOU ALREADY DECIDED YOU WERE NOT GOING TO COVER THE COMPRESSOR .

  Do you send these service people in to Snoop around and find things you can say won't be covered under the warranty? I think you are a third rate company and you give third rate service.
  
  
  
  Sincerely,
  
  
  
  ***** *****

  

  Business Response

  Date: 06/28/2024

  We apologize for any confusion and frustration this situation has caused you. We understand your concerns. It's important to note that the information we received from the contractor is that the compressor is not currently in failure, there is nothing to cover under the warranty. Also, they let us know that they did repair the door seal. The information that we left you by voicemail was that overfilling the freezer with food could lead to future issues that wouldn’t be covered IF the contractor's recommendations were not followed. From what you have sent in this complaint you have addressed the overstock of food.

  It doesn't appear that we have been able to have a conversation to address any misunderstandings. We would love to discuss this further and made an attempt to call you. Please let us know a convenient time to reach you.

  Customer Answer

  Date: 06/28/2024

  
  
  Complaint: ********
  
  
  
  I am rejecting this response because: The freezer that was working FINE until you sent out the service company is still NOT FREEZING the food. The service man told me the food was fine and safe to eat, I do NOT agree, I think the food is unsafe to eat and will need to be thrown out otherwise I could get sick from eating this food. The compressor is running but the food is SOFT!!!!!!!!!!! I believe his incompetence at dealing with the seal has led to this. he failed to make sure the compressor was running before he left the house. I understand you do pay these service companies to provide you with information so that you can DENY claims based on what they say. THE FREEZER WORKED BEFORE, THE FOOD WAS FROZEN AND NOW DUE TO THEIR INCOMPETENCE THE FOOD, SEVERAL HUNDRED $. HAS TO BE THROWN OUT. THE SERICE COMPANY SUPERVISOR WAS SUPPOSED TO CALL AT THE REQUEST OF THE TECHNICIAN . HOWEVER IT IS NOW 24 HOURS LATER AND I HAVE NOT HEARD A WORD FROM THEM. I asked for a different service company 6 days ago and that WAS DENIED. Seems as though you DENY quite a lot of claims.
  
  
  
  Sincerely,
  
  
  
  ***** *****

  

  Business Response

  Date: 07/01/2024

  We acknowledge that there were issues with the initial contractor who visited your home. We discussed this matter on Friday, June 28, 2024, and offered to arrange a second opinion. After reaching out to multiple service professionals, we managed to find a contractor who confirmed their availability for Tuesday, July 2, 2024. We left you a voicemail to inform you of these details a little while after our call on Friday. Please keep us updated if you have any other issues with this new service professional.

  Customer Answer

  Date: 07/03/2024

  
  
  Complaint: ********
  
  
  
  I am rejecting this response because: The issue has NOT been fixed by the initial Home repair company. Consequently due to the techs incompetence the freezer DEFROSTED because he did not install the seal correctly. There was a significant gap on the side and also apparently underneath the door which caused warm air to be drawn into the freezer making the compressor run 24/7 however due to the size of the gap the freezer was UNABLE to cope and so it defrosted. This has resulted in the loss of several hundred $ of food being WASTED. 

  I am interested to note that you seem to have CHANGED what you said about the compressor NOT BEING COVERED. The message left on my phone made NO mention of the compressor being covered IF I COMPLIED with the recommendations of the tech. The man clearly stated that due to the large amount of food the compressor WOULD NOT BE COVERED. nothing about complying with the recommendations. Do you think I am totally stupid that I have not kept a record of ALL our interactions or do you just think it's OK to lie and change things to suit you!!!!!!!!!!!!!!
  
  
  
  Sincerely,
  
  
  
  ***** *****

  

  Business Response

  Date: 07/05/2024

  We appreciate your feedback and would like to address your concerns with clarity.
  
  Firstly, we are actively collaborating with the second contractor to gain a comprehensive understanding of the issue with your freezer. The initial assessment indicated that a component, not covered under the warranty, might be involved. Additionally, the contractor noted that the door seal, previously installed by the first contractor, is relevant to the current issue. Due to the recent holiday, there has been a delay in communication with the second contractor. We will promptly update you on the next steps once we receive further clarification.
  
  Regarding the misunderstanding about compressor coverage, we apologize for any confusion. On June 18, 2024, at 3:52 PM MST, we left a voicemail on a recorded line, informing you that based on the contractor's report, a compressor failure would not be covered if the freezer vents were obstructed by food. While the voicemail did not specify the steps needed to comply, subsequent discussions clarified that the compressor was not in failure at that time. It was emphasized that if the compressor failed due to the vents being blocked, it would not be covered under the warranty. However, since you promptly addressed this by reducing the food in the freezer to avoid covering the vents, any future compressor failure would potentially be covered.
  

  Our goal was never to obscure or alter our position but to ensure that all pertinent information was conveyed. We apologize that it was not clear in that initial voicemail but we are glad to have clarified it in subsequent conversations. We appreciate your understanding and are dedicated to resolving this issue promptly.

  Customer Answer

  Date: 07/08/2024

  
  
  Complaint: ********
  
  
  
  I am rejecting this response because: It was not clarified at  all you just lied. The voice message left was very clear and the same information was given to me by Jason. DUE TO THE AMOUNT OF FOOD IN THE FREEZER WE WILL  NOT COVER THE COMPRESSOR FOR FUTURE CLAIMS DUE TO IMPROPER USE. NOT ONE OF YOU SAID “ if you don’t comply with the recommendations of the tech” so trying to add that on is just you trying to get away with your own incompetence. It just shows that elevate is a third rate company that from what I have found out so far denies about 50% of claims. Your salesperson Camille told me she would get back to me. GUESS WHAT HAVEN'T HEARD A WORD FROM HER.  I gather you are a fairly new company. I doubt you will be around for long based on my experience which I will willingly share.
  
  
  
  Sincerely,
  
  
  
  ***** *****

• Initial Complaint

  Date:03/03/2024

  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.

  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

  Date: 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

  Date:02/25/2024

  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.

  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

  Date: 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 Answer

  Date: 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

  Date: 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 Answer

  Date: 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

  Date: 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

  Date:01/10/2024

  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.

  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

  Date: 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

  Date:07/11/2023

  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.

  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

  Date: 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 Answer

  Date: 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

  Date: 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

  Date:06/07/2023

  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 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.