Complaints

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:05/05/2025

  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 have a Silver Plan contract Service Plan ($50.00). Technician came April 7 for air condition Service ( invoice *********). I noticed I was charged under the Gold Serice Plan ($199). Repeated calls to Elite promised a refund to my credit card of $************ , May 1, I was told no refund would be issued and that I OWE THEM MONEY because the tech performed some Summer **** UP not included. This was not explained to me or requested. I have no idea what that ****** this a scam? I canceled all connections with Elite, but I thought I must report this.I am sorry, but I dont know how to upload

  Business Response

  Date: 05/19/2025

  We have a 100% customer satisfaction and have refunded the customer all of the money.

• Initial Complaint

  Date:07/30/2024

  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've been using Elite for several years for maintenance on my A/C units and Furnaces. I scheduled a summer maintenance check and the technician said two of my A/C units needed repair and critically low on refrigerant and need repair quickly due to the high summer temperatures. The technician also said two units were not charged enough to complete his maintenance report. I waited and finally called for the report and got it after two weeks. I had my home warranty A/C technician come out for the repairs and found out nothing on the maintenance report was true. I talked to **** the office manager saying how could his technician complete a report on the 4 A/C units when he said two units were not charged enough to complete his maintenance report. He said his technician was right. His technician tried to upsell me on a new unit which bothered me especially finding out my units don't need replacement.

  Business Response

  Date: 07/30/2024

  We do apologize for any inconvenience this may have caused. We have a 100% satisfaction guarantee.

  We will mail out the ****** refund.

  Customer Answer

  Date: 08/02/2024

   
  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,
  
  Hueston Bullitt

• Initial Complaint

  Date:07/09/2024

  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 had a full ** unit put into our rental property at **********************************************************. Tonight I was called that our tenant had put in a service request through our management company that our ** in the unit had went out. I had the management company reach out to Elite Heating and Air Conditioning because they had installed the unit and had been doing bi-yearly servicing on the ** since it was installed in August of 2014. When the woman at the company called I had her check on the install date and she confirmed the date of August 2014 and that our ** would fall within the 10 year warranty date. I then received a call from the technician at the property telling me that the compressor was shot and would need to be completely replaced and the unit was out of warranty. Once I informed him that the unit had been installed under 10 years ago he told me he would need to call me back. He called back later and informed me "great news! I was able to clean your coils and the unit seems to be cooling just fine!" I informed him that I would like everything replaced that he was trying to get me to do 20 minutes ago because in a month my unit would no longer be under warranty and I would now be charged everything for them. He said he would need to call me back. I later received an email stating the service was completed and my ** was cleaned and operational. If I had not informed them that my unit was under warranty they would have replaced everything under the sun in my ** with a smile on their face and cashed the check. While going over their invoice they sent me for their cleaning I also noticed that they stated the "coils were extremely dirty and packed with animal hair causing the machine to malfunction". Their bi-year service occured in May and the tech stated that the coils appeared "clean and functioning properly". Things do not seem to be adding up at all and I feel that they are either trying to scam me due to being in ** or wanting the warranty to expire.

  Business Response

  Date: 07/30/2024

  If you would like to replace the compressor while the parts are under warranty we can do that for you. The cost for a compressor while the part is under warranty is ********, Please let us know if you would like to proceed.

• Initial Complaint

  Date:04/02/2024

  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.

  On 3-16-2024 a Elite technician came to our home and give us a quote of $6800. for a 2T Rheem Split air conditioning system. Quote # q1572. On 3-19-2024 this same technician came to our home and wrote a contract for this system at $6800. and the technician signed this contract along with me. About 15 minutes later, the technician said the company would not honor this contract, wrote up a new contract for $8500. and as a senior citizen, I did sign it. Elite did install the system the next day. I believe the way the first contract was signed by the company technician and then voided was a deceptive practice by Elite and that a company should not be able to void a $6800. contract that has been signed by the company representee. This to me constituted a bait and switch, (writing a new contract for a higher price) under the ************* of ******** Protection Act. The Elite owner, after I sent them a letter regarding this complaint, telephoned me and said the company could pull out of any contract, if the work had not been started. I would hope that if this complaint is not resolved, that the BBB rating of this company will be lowered. Any senior citizen doing business with this company should be aware of deceptive practices.

  Business Response

  Date: 04/02/2024

  The customer is correct that the original price ************** original gave them was the wrong price. Once the owner ************************* about what was going on he spoke with Mr. and Mrs.  ******* and explained to them that the equipment that was quoted was different than what they needed. Since there was no work done (job was not started) he explained that Elite could not do the job. The customer owed us nothing and that we would leave, and they could get other estimates. The customer wanted our new price which we gave them then discounted ******** due to our mistake. Whit Mr. and ******************* on the phone with ******* they agreed to move ahead with the install. The install was done everything was completed as agreed upon and now they want to make false claims. We do not do bait and switch ******* was on the phone and in communication with the homeowners when they approved the work. They accepted the ******** discount and ow want more. Elite will not be giving any more discounts to this install. 

  Customer Answer

  Date: 04/03/2024

   
  Complaint: 21505687
  
  I am rejecting this response because: The transaction done by phone was so quick and the equipment installed was the same as the first contract written $6800. Elite just wanted to make a bigger profit without giving me time to think about what happened when the new contract was written. I am 79 years old and felt pressured when Elite demanded a higher price.  Also Elite's response was not correct, I was not informed to get other estimates from other businesses.     
  
  Sincerely,
  
  *************************

  Business Response

  Date: 04/04/2024

  Sorry first it was a bait and switch now it pressure due to age. Please be honest 

• Initial Complaint

  Date:04/11/2023

  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.

  I have been a customer of **********************'s for over 10 years, I purchased and they installed both my new A/C units. I have only Elite come out and service my units 2 times a year no one else has touched these units. My bigger unit has had numerus issues of leaks and freezing coils and while it was under warranty they have replaced these same parts several times ( we still had to pay labor which is a lot) the same issue keeps happening year after year. In May 2022 I had my semi-annual check and everything came back fine, June 2022 my A/C once again had a frozen coil (leak) a month later! I had to pay $750 (labor) to have this fixed again. My A/C worked fine the rest of the summer. March 29, 2023 I had my semi-annual check up again as soon as the tech turned on my A/C unit it started short cycling again, he said there must be a leak somewhere and he needs a senior tech to come look at it. The "senior" tech came out and had no idea why he was there, after explaining it to him he went in my back yard and saw my satellite dish, that has been there for 15 years, and said there is a leak in the walls and it will be $1200 to investigate this. The "senior" tech didn't even go in the attic and look at anything else just threw out $1200 and left. I called the office upset and the owner called me back, stating he would honor his work but if it was in the walls they were going to charge me. He sent the same '"senior" tech out he disconnected everything and came back 2 days later. In less than 30 minutes he said yup it's in the walls they will call you with a quote. Leaving my A/C completely disconnected. If it is in the walls why was it never detected before by Elite with all the other leaks and issues I've had? Now that it's out of warranty now it's in the walls. This should have been diagnosed by Elite with the numerous other leaks I've had! Elite does not stand behind their work and price ***** you. If it's in the walls it should have been found in the last 10 years.

  Business Response

  Date: 04/11/2023

  First we want to thank you for being an Elite customer for over 10 yrs. You do have a Freon leak in your wall. Our technicians performed an isolation to see what is leaking. Like I told you on the phone if it was in the equipment we installed then I would cover the repairs. We performed an isolation on 4/3/2023. We then returned on 4/6/2023 to check to see where the leak was which only takes a couple minutes to hook up the gauges to see which section is leaking. I have called multiple times trying to get in contact with you. We left the system in an isolated state so you could get second opinions if you needed. Unfortunately we did not replace your copper lines in the wall. We do have 2 options to try and help you get your system fixed.

  Customer Answer

  Date: 04/12/2023

   
  Complaint: 19924320
  
  I am rejecting this response because:
  First of all, you did not contact me at all until yesterday after I made my complaints. From Thursday morning till Monday night I have not heard a single thing from you regarding this matter. Your tech told me when he left that I would receive an email with a quote for what your company is going to charge me to fix a leak that shouldve been discovered by your company a long, long time ago. I want in writing exactly what your tech did to my A/C and I want in writing exactly his professional diagnosis of what is wrong with my A/C. This leak did not just happened. Im sure it was there in June when I spent $750 to have a frozen coil replaced which is a big indication of a leak.  I reject your response because this is your companys responsibility to have discovered this week. The numerous times you were out there fixing it for a leak or a frozen coil which is a leak now that its out of warranty now youre discovering this leak in the walls and telling me you will not cover any cost of it. I trusted your company to fix my A/C unit and all you did was bandage it each time, knowing that it was gonna continue to break down. The thousands upon thousands of dollars that I gave your company and in return, you lied and cheated me.
  Sincerely,
  
  ************

  Business Response

  Date: 04/12/2023

  Your system is in an isolated state. At anytime any company can hook there gauges up and see what part of the system has a leak.

  Customer Answer

  Date: 04/12/2023

   
  Complaint: 19924320
  
  I am rejecting this response because:
  Just so I can be clear and BBB can be clear you will not be giving anything in writing as to the findings on my A/C unit that was installed and only serviced by your company and your professional technicians? So you will not be taking any responsibility once again for anything that your company has done? I have an appointment set up with another company already because I do not trust you as a reputable company at all. I just want everyone to know how untrustworthy you are that you wont even put anything in writing to explain to me what was done to my A/C and what your professional tech is stating is wrong with my Unit installed by Elite and only serviced by Elite for 10 years! 
  Sincerely,
  
  ************

  Business Response

  Date: 04/12/2023

  We have stated public on here exactly what has been done with your AC system. You can try to make more out of it but he have never not done what we have said we were going to do. Because of the work that we have done the other company doesnt have to charge you to perform an isolation. They can check for them selfs and see the leak is in your wall. 

  Customer Answer

  Date: 04/13/2023

   
  Complaint: 19924320
  
  I am rejecting this response because:
  No you have not stated how my isolation was done, as you are well aware of there are several different methods that can be used to detect a leak.  All you keep telling me over and over again is that you did AN isolation never once have you told me the method your company uses which is important information.  So once again I'm requesting written documentation as to what was done to my A/C and in writing what your Tech's professional diagnosis is.  Any legitimate company would have absolutely no problem providing this information unless you are hiding something that you do not want in writing.  If you are 100% standing by your technicians diagnosis then put it in writing on your company's letterhead like I have always gotten from any service done at my house.  The fact that you keep avoiding this is telling me you are not confident enough that this is an accurate diagnosis and therefore do not want your business name associated with it.  If the new company I'm going to use comes back with a different diagnosis I want to have legal proof of your original diagnosis.    
  Sincerely,
  
  ************

• Initial Complaint

  Date:02/02/2023

  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.

  In August 2022, I call elite to come out and check my HVAC system because we were not getting any air conditioning. They sent a service rep out to check our system we were told that the air condition was not working and the freon that it used was not available anymore. He said that we could just replace air condition and not the entire system. He quoted a price of $6000.00 for just that, because our furnace was still good. We asked him how much would it cost to replace the everything, and that cost was $9000.00. So we agreed to replace everything because the furnace would eventully go out because it was over 20 years old and never gave us a problem, and the furnace still worked good. The furnace that they installed does not heat the entire house and we now have to use space heaters. We have call themback three times and still the problem is not fixed. Now they are telling us that we probably need duct work and want to charge us $1200.00. We told them that we never had this problem with the old furnace which heated the entire house, now we have a new unit that only heats half of the house. The furnace cuts on and off every 10 to 15 minutes therefore the house is not warming up. Our gas bills have doubled, and we reached out to the gas company and they told us that there is something wrong with the furnace and it should not be cutting on and off before it reaches the temp that we have it set for. We can barely feel heat coming from the vents. I spoke with them again today February 1,2023 and they were very rude to me. I thought that I would not have anymore problems after I replaced everything. They have not resolved the problem, they just lie and try to get more money. Like I said, the furnace that I had still worked and always heated the entire house, but now they are saying we don't have the right ducts. I believe that they put in a cheap furnace or just replaced some parts in the old furnace. I feel that I am being taken advantage of because I am an elderly woman. All I want is what I was told that I would get, and that was a more efficient system that would cut down on my gas bill and work much better than what I had, and they did not give me that. I should not have to use space heaters my house is only **** sq. ft.

  Business Response

  Date: 02/02/2023

  First we would like to thank **************** for trusting in us to install there new heating and air conditioning system.

  Like is said in the customers complaint their system was not working when we showed up. The system had R22 Freon in it which has been discontinued by the **** All they need was a new air conditioning condenser and the evaporator coil but like the customer said they also wanted to do the new furnace. Unfortunately after the system was installed the duct work (which is original and as important as the equipment) can not handle the new equipment and is running a high static pressure. This will cause the ** system and heating system to not function properly. We have given a bid of ***** to correct the static pressure in the home to help with the operation and efficiency of the heating and ac system.

  The normal price for this work is around ******** but due to Elite installing the hvac we have discounted this to *****.00.

  We know that this is a lot of money and will do anything we can to try and help **************** in this situation.

  Elite Team

  Customer Answer

  Date: 02/04/2023

   
  Complaint: 18967593
  
  I am rejecting this response because:Elite checked everything before they installed the unit. They did give a quote for both, but I was never told anything about high static pressure and they new when they installed it, that it was the original duct work. Since this is their expertise they should have told us that the system would not work correctly before taking my money. Now I have a unit that does not heat my house. Also the technician said that if he had been the one that installed it he would of told us that because he is a real technician.
  
  Sincerely,
  
  *************************

  Business Response

  Date: 02/21/2023

  If there is anything else we can help you with please feel free to call us at ************.

• Initial Complaint

  Date:12/08/2022

  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.

  In July of 2018 Elite replaced my parents ** and DID NOT take out the required permit. Aug this year (2022), I noticed wet baseboards in my mother's bathroom. I removed the wall & found the leak was coming from the ** condensate line. The line was sitting on top of the 2x4 behind the wall next to a hole leading to the crawl space under the ********** was leaking over 2.5 Qtrs. water per hour. Under the house water was gushing into the crawl space and the 2x4s holding up the house were wet. The ***************** refused to cover the $4500 worth of damage because the ** was improperly installed. Elite claimed there was nothing wrong with their install and building code allowed them to dump water under the house? So, I called ****** to inspect Elite's install. ****** determined the condensate line, emergency drain *************** shut off valve were not properly installed, and that the ductwork was not properly sealed. *******, the owner of Elite, finally came out with 2 other guys and spent 3.5 hours installing condensate line to drain outside. Now they refuse to pay for the damage. The report from ****** proves the install was not done right; and I believe Elite didn't take out a permit because they made a deliberate decision to take advantage of a vulnerable elderly couple. In 2018 both my parents were 87 years old, living alone in *****, without any family support. My father, a HIGHLY DECORATED WAR HERO, was dying from Agent Orange complications. My mother was by his side as his sole care giver until his death in 2019. If that's not vulnerable I don't know what is. My mother was lucky that the condensate line was not draining into the crawl space the way Elite intended. The damage to the wood foundation would have been devastating, and we would have had no idea it was happening until the floors or walls failed. I believe as professionals Elite had to know what they were doing, and the consequences as well, and frankly did not care.

  Business Response

  Date: 12/08/2022

  We do apologize for any problems that your parents had in their home. Your pvc line came apart in your wall 3 years after the install. Not on any connections from the install. We did go out there and run you a new drain line rather then reconnect it under the home and in your wall so you never have this problem again. There was no charge for all the work we did even though it had nothing to do with our installation. We thank you and hope this can answer any of your questions.

  Customer Answer

  Date: 12/10/2022

   
  Complaint: 18522536
  
  I am rejecting this response because: It's is absolutely untrue that the pvc line just mysteriously came apart behind the wall.   
  
  Sincerely,
  
  ***********************

  Business Response

  Date: 01/04/2023

  We do understand your frustration. Unfortunately the line came apart in the wall. If it was that way from the install your walls would have been damaged a long time ago. We tried to go above and beyond to help with your situation because **********. 

• Initial Complaint

  Date:09/09/2022

  Type:Billing 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.

  My AC went out on a holiday weekend while I was away. Elite changed the AC entire system for over $10K which seemed high but I was glad to replace my old system.
  
  I called with questions about the installation asking to speak to the installer. He did not call me back after two calls so I called him.
  
  I had noticed that they didn't install a filter on the system and he promised to install one. I am still waiting for him to do that. His company did not have to wait to be paid so why should I have to wait for a filter to be installed???
  

  Business Response

  Date: 09/16/2022

  Business Response /* (1000, 5, 2022/09/13) */
  We sent our technician out on 9/12/2022 to install the customers filter during the appointment time they have set up and nobody was home. We have left multiple messages trying to install the filter for the customer. Job can not be completed if the customer makes appointments and doesn't keep them.
  
  
  Consumer Response /* (2000, 7, 2022/09/14) */
  (The consumer indicated he/she ACCEPTED the response from the business.)
  Only a vague "appointment" was made, as they told me they would be out in about a week. No time, no day. There was never a call to say they were coming over either and no time was scheduled but finally my doorbell rang and they fixed it. They did have my phone number too. I didn't break ANY appointments and there certainly were not several. This company seems inexperienced and inefficient. The filter should have been installed on the same day as the unit.