Complaints

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

close

Find a Location

Elite Home Warranty has 45 locations, listed below.

*This company may be headquartered in or have additional locations in another country. Please click on the country abbreviation in the search box below to change to a different country location.

BBB accredited

Near

Country

USUnited States

Please enter a valid location.

Filter

• 

  Elite Home Warranty

  3044 Coney Island Ave Brooklyn, NY 11235-5660

  
• 

  Elite Home Warranty LLC

  100 N Main St Barre, VT 05641

  
• 

  Elite Home Warranty LLC

  2595 Interstate Dr Ste 103 Harrisburg, PA 17110

  
• 

  Elite Home Warranty LLC

  3366 Riverside Dr Ste 103 Upper Arlington, OH 43221

  
• 

  Elite Home Warranty LLC

  3410 Belle Chase Way Ste 600 Lansing, MI 48911

  

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:06/06/2025

  Type:Service or Repair Issues
  Status:

  ResolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  We have a home warranty with this company. In February 2025 we filed a claim to replace a dishwasher that was covered by our plan. We were told over the phone that we would receive a 500 dollar check for reimbursement to replace the dishwasher. We have still not received the 500 dollar check and no one at the company seems to work on getting us our money. We have spoken to ******** the head of finance and billing and she has been very short with us on the phone and does not get things done. After 4 checks had been supposedly sent by regular **** mail - that we never received, she sent one by *** and we still have not received this check. We just want the 500 bucks that we are required to get according to our policy with this company.

  

  Business Response

  Date: 06/19/2025

  Dear ******** ********,
  We sincerely apologize for any inconvenience this situation may have caused. Please know that we are currently working to verify whether the original check issued to you has been cashed.
  Once we confirm that it has not been processed, we will promptly proceed with reissuing a new check to you.
  Thank you for your patience and understanding. Should you have any questions or need further assistance in the meantime, please dont hesitate to reach out.

  Customer Answer

  Date: 06/23/2025

  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me and the matter has been resolved. After 4 months and 6 supposed attempts of sending the check, and 3 attempts of a check sent by *** with tracking; we received a check. At this point, we will not be renewing our policy after this whole process. 
  
  Sincerely,
  
  ******** ********
  
  
  
   
  
  

• Initial Complaint

  Date:05/29/2025

  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.

  I closed on my new home in the state of ******** on February 18, 2025. As apart of my deal, my seller paid for a one year home warranty. I selected ELITE Home Warranty based on the advertisements. I moved in my home on March 1, 2025, and after reaching back out to my ************* and Agent, I learned that the home warranty information was sent to my agent. My agent sent me the information on March 5, 2025. She thought that she was cc'd as she had been on every document related to closing. Hence, ELITE had never sent me my policy information. In March 2025, I noticed a leak in my hot water heater so I called ELITE. I did not know that I had to pay $70 to file a claim. I paid it. They sent someone out and called me with a ridiculous offer compared to what I would have to pay. I got a second estimate from ********************* and it was agreed upon by all parties. I have been awaiting this $220 check since March. Every time I call, it's a different estimate on the timeline (regular days vs. business days). Today I called back because I know that I am wayyyyy past 45 days. I called to inquire about the check and how to cancel because this service is horrible. The guy put me on hold to contact finance, who said that I should have the check by June 3, 2025 because of Memorial Day and the ************ I told him okay but it sounded as if they hadn't even mailed it out and that I am interested in seeing the post mark ***** I then asked about cancellation. He explained that if I cancelled I wouldn't receive the check. I asked for an explanation since it had allegedly already been mailed. He then said that they would void and cancel the check, EVEN THOUGH I PAID FOR THE CLAIM and this occurred during the term of coverage. I asked for someone in leadership and he claimed to be a supervisor. I don't understand a claim/warranty taking almost 90 days meaning the item that is broken can cause additional damage to the home. This is a horrible way to scam new home owners.

  

  Business Response

  Date: 06/12/2025

  Dear *** ************ Elite Home Warranty, we are dedicated to providing transparent service and adhering to the terms and conditions outlined in our coverage agreements, available on our website at ********************************. 
  Thank you for reaching out to us, we do see that the check was mailed to you and cashed.  Please feel free to contact us with any questions or concerns.
  
  

• Initial Complaint

  Date:05/12/2025

  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.

  Requested a claim on my appliance. After days of waiting someone came out and found the problem. Company said they would reach out to elite to get approval. Days later after me calling a number of times, elite informed me they would not approve the fix and would send me a payout of $650. I asked if they could deposit it into my account and they said no. They stated they would need to send me a check. They informed me it would be ***** days. Im spoke to multiple managers and all they would say is its in processing. After 30 days and still nothing I called and spoke to a manager who then informed me its ***** business days not days. I informed them thats over 2 months and she said yes that is the process. In the mean time, Im without a refrigerator while I wait for the money to replace it Now when I call to get a update they tell me I have to wait up to another month.

  

  Business Response

  Date: 05/25/2025

  Regarding the status of your check. We sincerely apologize for any inconvenience this delay may have caused and understand your frustration.
  Please allow us to clarify our check issuance process. As per our internal policy, the processing time for checks is 45 business days from the date the funds are accepted. In your case, the funds were accepted on April 11, 2025, which sets the expected mailing date for your check on June 16, 2025.
  We acknowledge that this timeframe may seem lengthy, and we truly appreciate your patience and understanding. Our policies are in place to ensure accuracy and compliance in our financial operations, and we are committed to adhering to these procedures.
  Should you have any further questions or require additional assistance, please do not hesitate to contact us. We are here to support you and ensure your concerns are addressed promptly.

  Customer Answer

  Date: 06/01/2025

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

  This is very unacceptable. And without telling anyone when they sign up. And with this process you are FORCING me to renew my policy not once but twice in order to get my payment that you owe me because your company said if you cancel anytime before getting the check you forfeit the check, so I am LOSING another $110 for something that your company is responsible for. 

   

   

   

   

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

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

  

  Business Response

  Date: 06/12/2025

  *** ****** ******,

  We regret any frustration however, we do see that a check was mailed to you before the 45 business day time frame and the policy has been cancelled.  We wish you the best moving forward.

  Customer Answer

  Date: 06/12/2025

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

  [Your Answer Here]

   

   

   

   

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

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

• Initial Complaint

  Date:05/10/2025

  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 purchased a Elite Home Warranty Service Agreement (No. *****) in May 2024 with the full understanding, after careful review and discussion of the Service Agreement terms, that I would received a full refund of $1,800 I paid in May 2024 if I was at any time not happy with the service. ***** ****** exacts words to me which she agreed to record in an email stated: "As per our conversation, you do have the option of cancelling your policy at any time and will receive a full refund."As per the attached documents, I contacted ***** repeatedly with each claim I made which was approx. 3 or 4 claims, and with each claim, I went through sheer h*** getting help or no help at all. People not answering phones, not getting to me as promised, arguing with me about claims, refusing to connect me with management, problems with contractors, on and on and on. This Company was literally worse than I had ever experienced with any home warranty company; A TOTALLY INCOMPETENT, ********, DISHONEST ENTITY! No question about it. And now, this ***** **** is lying on top of it by denying she promised the return of $1,800, no exceptions, upon my request for bad service.I left ***** **** a message yesterday to call me today, as I want to cancel my account, and I DEFINITELY WANT THE FULL AMOUNT OF $1,800 paid to me as promised, and for all the hassle and trouble this company has put me through and cost me. Of course, ***** is now lying on behalf of her Company and refusing to keep the oral agreement she made with me.

  

  Business Response

  Date: 05/21/2025

  At Elite Home Warranty, were committed to providing reliable service in accordance with the terms and conditions outlined in our customer agreements, which you can always review at ********************************.
  You purchased your policy with us on May 4, 2024, and received a full copy of the agreement before your coverage became effective on June 1, 2024.
  During the time your policy was active, you submitted multiple claims, and were glad we were able to assist. In total, $1,199.72 was paid out under your warranty.
  Prior to submitting any claims, you inquired about the possibility of canceling your policy and receiving a refund. At that time, we advised that a refund could be issued as a courtesy, as long as no claims were filed or paid. Per the terms of our agreement, any early cancellations are eligible for a pro-rated refund, less the cost of any claims paid. This is clearly stated in Section XV Cancellation, Clause B, which explains:
  Policy cancellations are subject to a prorated refund, taking into account both time used and claims paid.
  After reviewing your account, your refund amount has been calculated at $0.28, and we will issue a check for that amount. Here's how that figure was determined:
  You paid $1,800 for a 36-month policy.
  You used 12 months of coverage, valued at $50 per month.
  $1,199.72 was paid out on claims during that time.
  Given the coverage used and the amount paid in claims, this calculation reflects the remaining value after those adjustments.
  I understand your frustration and truly wish we could do more, but we are unable to issue a full refund of the $1,800 due to the services that were provided and the benefits you received under the policy. Your policy has been cancelled per your request, and we sincerely wish you all the best moving forward.
  Please dont hesitate to reach out if you have any questions or if there's anything else we can clarify.

  Customer Answer

  Date: 05/23/2025

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

  Elite Home Warranty's response has completely ignored the oral and written contract I had with their manager, ***** ****, who assured me that if for any reason I was dissatisfied with their service, she would refund all of my money.  I relied on this agreement and made the decision to pay them $1,800.  Now that I want to enforce our agreement of a complete refund, they are using excuses not to pay it back.  I have also filed a complaint with the New York Attorney General, because this is clear dishonesty and refusal to abide by the agreement *** **** agreed to in her email to me.

   

   

   

   

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

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

  

  Business Response

  Date: 06/10/2025

  *** *****,

  Per the terms of the Elite Home Warranty policy, when a customer requests cancellation, any claims that have already been paid out are deducted from the refund amount, and a prorated refund of the remaining balance is then issued. This is outlined under Section XV of the agreement, which states:

  "In the event of cancellation, the Agreement will be prorated, and any unused portion will be refunded", and further clarifies that "any services provided and/or paid for by *** will be subtracted from the refund amount"

  As communicated in our prior correspondence, the offer of a full refund was extended as a courtesy before any claims had been submitted or paid. Once claims were processed and Elite incurred those costs, that courtesy offer became void. Elite Home Warranty cannot provide free coverage, and accordingly, the standard refund calculation outlined in the service agreement was applied.

  We do regret any frustration however we are not able to assist with a full refund as you have had a multitude of claims that were covered under the policy. 

  We do understand that this has been settled and we are continuing your policy. We have requested this complaint be closed.

  Thank you

  Customer Answer

  Date: 06/11/2025

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

  It was very clear when I spoke with their Manager, ***** ****, that if at anytime I decided that this service was not worth the $1,800 I paid them, she would refund the entire amount.  They did very little work for me, and each service was a totally incompetent nightmare.  Once these people get your money, regardless of what they say, you're not getting it back.  That much is clear.  Dishonesty abounds in the country today.  People are being hit from all negative sides of bad business management.  I've never seen anything like it in my lifetime, but this home warranty company is the very worst I've seen to date.   I finally spoke with **** in upper management, and she suggested that since I'm not getting my money back, that they still have to abide by their contract.  So we'll see how it goes, but I would definitely NOT recommend home warranty company or any other i've dealt with to date.  They all claim to offer way more than they actually provide.

   

   

   

   

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

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

• Initial Complaint

  Date:05/09/2025

  Type:Product 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.

  Customer Complaint Request for Partial Refund Due to Misrepresentation I became a customer just over 13 months ago and paid $1,650 upfront for a 3.5-year warranty. At the time of purchase, I was told by the concierge that the warranty could be transferred if I movedone of the main reasons I agreed to pay in full. I had no plans to move then, but the flexibility gave me peace of ********, due to my husbands job, weve relocated and sold our home. When I reached out to transfer the warranty to our new address, I was told it was not possible because I had already made claims at the original home. This condition was never disclosed during the sale. I would not have paid upfront had I known making claims would void the transfer option.I was also told Id only receive $71 in refund due to those claims, despite the fact that nearly $1,000 worth of coverage remains unused. I even asked if the remaining coverage could be gifted to the new homeowners, but was told that wasnt possible either.Whats worse, Ive spent hours trying to reach customer service. Ive waited on hold for over an hour multiple times, only to be disconnected once someone answers without ever speaking to a live agent.This situation feels deeply unfair and misleading. I paid in full based on information that turned out to be incomplete or inaccurate. Im requesting a fair partial refund and a resolution. I would prefer to settle this amicably, but at this point I feel taken advantage of and extremely disappointed.

  

  Business Response

  Date: 05/21/2025

  At Elite Home Warranty, we are committed to providing reliable service in accordance with the terms and conditions outlined in our customer agreements, which are available at ********************************.
  We understand your frustration and appreciate the opportunity to address your concerns. Per the terms of your policy, you are eligible to transfer your warranty to another address only if no claims have been filed under the agreement. However, you are welcome to transfer the policy to the new homeowner if you are selling your current property.
  To complete the transfer process, we require a Transfer Request Form to be filled out and submitted to our office. Please contact us if you need the form or assistance completing it.
  Regarding your request for a refund, we have reviewed your account and, due to the duration the policy has been active and the total amount that has been paid out on claims, there is no refund available at this time.
  We hope this clarifies your options. If you have any additional questions or need help with the transfer process, please dont hesitate to reach out to our customer service team.

• Initial Complaint

  Date:05/07/2025

  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.

  April 23, 2024 I purchased a warranty from Elite Home warranty for my retirement house I purchased in *******, *********** (this is not a rural area). It was $850 with the pool equipment and high end appliance plans included. In August, I had a claim for a clogged toilet and paid my copay, they couldn't find any plumbers who would work with them - so I got my $70 copay refund and I fixed it myself. I thought is was a fluke that they couldn't find anyone, maybe everyone was on vacation. Fast forward to April of 2025 the pool heater went out and I called in this claim and paid $150 copay for them to send someone out to fix it. And again they couldn't find anyone in our area that would work with them. They refunded my $150 copay. At this time I figure it out - they have sold me a worthless policy that they have no contractors lined up with to ever come to my house and provide services. I asked for all of my $850 back, as it is fraud to sell services you cannot provide. I have talked to 3 people trying to get my $850 back and the last gal said she is the top of the line - that anyone above her is management and they won't talk to me. She said if I had asked for my money back earlier they could have given me a prorated refund - but since my policy expires May 29th they will give me nothing. I reminded her that this is fraudulent business practices to take people's money and then not have the ability to offer the services that the customer paid for. She said they will not refund my money. DO NOT DO BUSINESS WITH THESE THEIVES

  

  Business Response

  Date: 05/21/2025

  At Elite Home Warranty, we are committed to providing reliable service in accordance with the terms and conditions outlined in our customer agreements, which are available at ********************************.
  We are writing to provide a detailed summary of your recent claims activity and address your concerns regarding coverage and refund eligibility.
  On August 1, 2024, a claim was submitted for a plumbing issue. However, shortly after filing the claim, you contacted us to cancel it, stating that service was no longer needed.
  Subsequently, on April 16, 2025, a second claim was submitted for a pool issue. We promptly assigned a technician to your request. Upon informing you of the technicians identity, you requested a reassignment. As explained during our discussion, technician reassignments are not guaranteed, but we offered you the option to use your own maintenance provider and submit their diagnosis for review. We asked for the name and contact information of your maintenance professional so we could reach out directly, but you declined to provide this and ultimately canceled the claim again.
  On May 21, 2025, you contacted us to file a new claim for the same pool issue. However, the required copayment was not submitted, and you informed us that the system in question had not functioned since your last claimfurther stating that the issue began as early as November of the prior year.
  Please note that under the terms of your warranty agreement, claims must be filed promptly upon discovery of a breakdown. Filing multiple claims for the same issue, months after the problem began and without corrective action in the interim, falls outside the scope of our coverage. The repeated delay in reporting and failure to act on the issue qualifies as neglect, which is explicitly excluded from coverage.
  Given this history, we are unable to proceed with the current claim not only due to the unpaid copayment, but also because of non-compliance with the reporting requirements stated in your agreement.
  Additionally, regarding your request for a refund, we must clarify the following:
  A full refund is not applicable in this case because your policy was active and claims were filedeven if they were canceled at your discretion.
  The decision not to proceed with covered claims was yours, and not due to a denial of service on our part.
  Per policy, not receiving a covered service does not entitle you to a full refund if coverage was available and offered in accordance with the contract.
  We appreciate your attention to this matter and hope this explanation provides the necessary clarity. If you

  Customer Answer

  Date: 05/30/2025

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

  The response of Elite Home Warranty was full of lies.  See My notes in Italics

   

  At Elite Home Warranty, we are committed to providing reliable service in accordance with the terms and conditions outlined in our customer agreements, which are available at ********************************.
  We are writing to provide a detailed summary of your recent claims activity and address your concerns regarding coverage and refund eligibility.
  On August 1, 2024, a claim was submitted for a plumbing issue. However, shortly after filing the claim, you contacted us to cancel it, stating that service was no longer needed. The service was no longer needed, because Elite could not find a provider that would work with us so we called our own contractor.
  Subsequently, on April 16, 2025, a second claim was submitted for a pool issue. We promptly assigned a technician to your request. Upon informing you of the technicians identity, you requested a reassignment. I requested reassignment as the provider that they assigned never called me and when I did research on this provider it appeared that the business was actually no longer in business and Elite could not reach them either when I complained that no one had contacted me for the repair. As explained during our discussion, technician reassignments are not guaranteed, but we offered you the option to use your own maintenance provider and submit their diagnosis for review. We asked for the name and contact information of your maintenance professional so we could reach out directly, but you declined to provide this and ultimately canceled the claim again.  I dont know anyone and I didnt feel comfortable asking a contractor to work with Elite as I could sense that submitting a claim through a party that has no agreement with would be a difficult process Elite prefers you work with their assigned provider, which is what I paid for for them to find a provider on my behalf.
  On May 21, 2025, you contacted us to file a new claim for the same pool issue. However, the required copayment was not submitted, This is a boldface lie Elite charged my credit card! and you informed us that the system in question had not functioned since your last claimfurther stating that the issue began as early as November of the prior year. We de-winterized the pool in April and it was working in November when we winterized the system.  So yes, I dont know what date it stopped working but I know it wasnt being used since November and yes, in April when we turned everything back on, it wasnt working.  I wouldnt have known when it stopped working.
  Please note that under the terms of your warranty agreement, claims must be filed promptly upon discovery of a breakdown. We did promptly notify Elite in April when we turned the pool heater back on. Filing multiple claims for the same issue, months after the problem began and without corrective action in the interim, falls outside the scope of our coverage. We were giving Elite one more chance to make good on their services, services we paid for. The repeated delay in reporting and failure to act on the issue qualifies as neglect, which is explicitly excluded from coverage.  This is completely unreasonable and not applicable in this situation we notified you as soon as we discovered the problem, and when Elite did not perform the services they were hired to do in April we tired one more time to have our pool heater serviced.  We as of May 29^th have not heard from ANYONE at Elite or any provider, so we are again canceling the charge for the copayment to Elite.

  Given this history, we are unable to proceed with the current claim not only due to the unpaid copayment, but also because of non-compliance with the reporting requirements stated in your agreement.  The copayment was made this is a lie.  We did report the problem as soon as we discovered it.  If this TRULY didnt fall in your guidelines, why did Elite say they were sending out someone to fix it TWICE. 
  Additionally, regarding your request for a refund, we must clarify the following:
  A full refund is not applicable in this case because your policy was active and claims were filedeven if they were canceled at your discretion.  They were canceled as Elite could not find a provider that would actually come out and unclog our toilet and again not able to get someone out to fix our pool heater on 2 different occasions, further proving that this company is selling services they are not able to provide.
  The decision not to proceed with covered claims was yours, and not due to a denial of service on our part.  Elite could not find anyone to work with them that would actually come out and fix our warranty covered problems.  I am not willing to pay co-payments when I am not getting any service in exchange.
  Per policy, not receiving a covered service does not entitle you to a full refund if coverage was available and offered in accordance with the contract.
  We appreciate your attention to this matter and hope this explanation provides the necessary clarity. If you  I dont know what else they said as it was cut off after if you.

   

  See attached proof of payment made for the third call out of Elite On May 21, 2025

  Respectfully, ***** ********

   

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

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

  

  Business Response

  Date: 06/08/2025

  Thank you for your detailed response and for taking the time to share your concerns. We truly understand how frustrating it can be. Our goal is to provide clarity and transparency in every step of the claims process.
  Upon reviewing the claim you submitted on April 19, 2025, we must point out that you indicated at that time the system had not worked since before your policy began. According to the terms of your service agreement, this qualifies as either a known or unknown pre-existing condition, which is not eligible for coverage.
  This is outlined in Section I – Definitions, under “Covered Item”, which states:
  A Covered Item “…must have been fully operational without any issues for at least 30 days prior to purchasing coverage and continued to fully operate there in a problem-free manner and without any issues up through the Effective Date.”
  In addition, Section X – General and Partial Exclusions further clarifies:
  “Repair or replacement required as a result of any damages or malfunctions due to undetectable and detectable pre-existing conditions which are defects or mechanical failures that could or could not have been detected by a visual inspection or simple mechanical test.”
  Because the system was not confirmed to be working at or before the start of the policy term, it falls outside the scope of your coverage under this agreement.
  We’d also like to clarify that the copayment is not a fee to have a technician physically arrive at your home. Instead, the copayment is required to initiate the claim itself, and applies regardless of claim outcome or technician dispatch.
  This is defined under Section IV – Copayment Fee:
  “You are required to pay a Copayment Fee to Us for each Claim filed with EHW.”
  As such, this fee is processed upon claim submission, not upon completion of service, and is applicable even if a claim is later canceled or denied per policy guidelines.
  We hope this explanation brings clarity to your concerns. If you have any further questions or documentation that may alter the nature of the claim, we welcome you to share it with us. We’re here to assist and ensure your experience with Elite Home Warranty is as smooth and fair as possible.
  

  Customer Answer

  Date: 06/11/2025

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

  The continued lying of Elite Home Warranty - is quite obvious.  We purchased the Home Warranty in April of 2024 and we winterized the pool in November of 2024, everything was fine.  When we started up all the equipment in April of 2025 we called in the claim and we did NOT say that the pool heater was not working prior to our purchase of the home warranty in April of 2024.  If we did say that - which we did NOT - then why would Elite even put through a claim and say they would send someone out?  That makes no sense.  If it was in Elite's records that the pool heater was not working since before we purchased the home warranty - which I don't know how you would have proof that it wasn't working since I hadn't even purchased an insurance policy from you before for this home - then when we called in April of 2024, Elite would have said, "sorry that is not covered, as it was already not working before you purchased the home warranty".  And if Elite somehow had proof of this - it actually again shows that they are just out to take the consumer's money, knowing full well that they are going to deny the claim.  We discovered the pool heater was not working in April of 2025 and we called in for a home warranty claim.  It's that simple.

  As far as Elite's statement that we have to pay a copay even if Elite can't provide services - that's part of the problem of Elite being a dishonest company.  It really is my point - they are selling services they cannot provide and I call that FRAUD.  I will be spreading the word to my other property investor friends and all the agents I know to avoid Elite Home Warranty at all costs. 

   

  
  

   

  
  

   

  
  

   

  
  

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

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

• Initial Complaint

  Date:05/07/2025

  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 was signed up with Elite Home Warranty for 14 months (1 year plus 2 free months) I paid something like $700-$800 for this promo deal. I had one claim that ended up being nothing, then at the end of my contract, the washer quit working. I called and made an appointment. They don't have a customer portal that they have been promising since before I signed up. I didn't want to renew until I found out if I could at least have one good transaction. This definitely was not it. Long story short, they decided to pay out $600 (half of what my washer was worth) and wouldn't hear anything different. As bad as that was, on April 2nd, they said it would be 30 TO 45 DAYS BEFORE I WOULD GET A CHECK!!! If that's not bad enough, I just called 32 days after that to make sure the check was sent, and they are now telling me that the check was REQUESTED on April 2nd, and it somehow will be sometime in June before I get a check culminating in almost 3 MONTHS since the incident to get paid HALF of what I should. I want the FULL PRICE I had to pay for another washer and Elite fined for unethical practice.

  

  Business Response

  Date: 05/21/2025

  At Elite Home Warranty, we are committed to providing reliable service in accordance with the terms and conditions outlined in our customer agreements, which are available at ********************************.
  We would like to recap our recent communication for your records. On April 1, 2025, we spoke with you regarding your claim and offered a resolution in the amount of $600. At that time, you informed us that you would be discussing the matter with your wife before making a final decision.
  On April 2, 2025, we received a follow-up call from you confirming your acceptance of the offered amount. As a result, we promptly submitted a check request on your behalf.
  As previously explained, check processing takes up to 45 business days. Based on this timeline, your check is scheduled to be mailed out no later than June 5, 2025.
  We appreciate your understanding and patience throughout this process. If you have any further questions or need additional assistance, please do not hesitate to contact us.

• 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.

  At the time of writing this, I have been on hold for over 40 minutes. Calling another number to cancel my policy. I purchased the top tier 3 year warranty to find out today that my A/C unit is not covered. Apparently, HVAC system is one per the contract even though it was not explained clearly in the contract or on their website. I called 3 other companies and they all cover all AC issue within one condo unit (same floor). My understanding is different and false claim just to complete the act of purchase as well as false advertising is unacceptable to me. I cannot reach anyone. I am unable to file a claim because it will be denied automatically. I am expecting a full refund.1. You did not want to accept my claim for the 2nd AC unit even though you never told me i should buy 2 - it is NOT a standard practice. There is absolutely no point of purchasing it whatsoever.2. You claim you do not cover any types of leaks - see screenshot with your current website advertising - yes, covering ALL leaks 3. You *** ******* B admitted today that it does not matter what the website says - the contract does not need to state the same. It is the definition of false advertising. I made a decision based on what's your website and paid for the top tier. Did not have major issues until now.After today's conversation and after the *** who caused my distress, I made a decision to cancel the warranty after 1 month from now exactly. I will fix the issue myself and purchase another company's warranty.The practices are outrageous and completely illegal. You cannot put on your website whatever you want just to sell something different. The language is not clear and allows too much interpretation. As of now, I have been waiting for someone to respond for total of over 2 hours. It is totally unacceptable. Your practices will be ***orted to appropriate higher authorities if needed. As of now, you did not offer any solution and no one reached back to me.

  

  Business Response

  Date: 05/19/2025

  Dear ********* ******,
  
  Thank you for reaching out. At Elite Home Warranty, we are committed to delivering dependable service in accordance with the terms and conditions outlined in our customer agreements, which are always available at ********************************.
  
  Our records show that you purchased your policy in June 2023 and were provided with a copy of the agreement at that time. You also had a 30-day review period during which you could have canceled the policy for a full refund. As it has now been nearly two years and we have fulfilled multiple claims on your behalf, we are unable to issue a full refund.
  
  Here is a summary of the claims youve submitted:
  
  09/30/2024 AC System Leak: The issue was diagnosed as a clogged condensate drain line, which is considered a maintenance issue. However, we covered the repair as a goodwill gesture.
  
  12/26/2024 Kitchen Plumbing Stoppage: Although the policy has limits on coverage for this type of issue, we covered the stoppage and pipe replacement as a goodwill gesture.
  
  02/21/2025 AC System Thermostat: You opted to use your own contractor without prior authorization, which is against policy. Nonetheless, we reimbursed you as a goodwill exception.
  
  Most Recent AC Claim System Leak: This claim was not covered due to it involving a second AC system, and your policy only covers one system per category, as clearly outlined on page 7 under "Maximum Coverage per Covered System." You were offered the option to add coverage for the second system during your next term, which you declined.
  
  Despite multiple goodwill accommodations on our part, we were unable to extend coverage beyond your policys limits. You then opted to cancel your policy. We explained that, while there was no refund due and your account was in a negative balance, we would waive any additional fees and still issue a final goodwill payment, provided the account remained active.
  
  We understand your frustration and regret any inconvenience caused. However, we have done our best to support you throughout your time with us.
  
  Your final goodwill check will be issued within 45 business days.
  
  We wish you all the best moving forward.
  
  Sincerely,
  Elite Home Warranty

• Initial Complaint

  Date:05/01/2025

  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 called to file a home warranty service call on 4-24-25. After 29 minutes on the phone with the **** I was transferred to a manager who said he'd take my issue to his boss and call back in ***** minutes. He never called back.The issue: I need to place a home warranty ***air request for my air conditioner. I purchased the policy on 4-9-2025. The home warranty company will not honor my claim because it is inside their 30-day waiting period. However, in my contract, it clearly states in writing:"Do you conduct home inspections?We do not require home inspection. However, we do require a 30 days waiting period before your coverage begin. You have the ability to remove your waiting period by providing a proof of inspection. You can easily upload proof of inspection documents by accessing your account online."The sales *** did not ask for a copy of my home inspection and Elite Home Warranty does not have a working customer portal. I paid for a home inspection on 3-20-2025 which was less than 30 days PRIOR to my purchasing a home warranty and my AC had no issues at the time of inspection. I have also reached out to Elite Home Warranty's ********************* at ************ per my contract. I left a message on 4/28/25 and 4/29/25 with no returned call.

  

  Business Response

  Date: 05/15/2025

  Dear ***** ********,
  At Elite Home Warranty, we are committed to delivering dependable service in accordance with the terms and conditions outlined in our customer agreements, which are available at ********************************.
  We understand your concerns and regret any inconvenience you may have experienced. However, we would like to clarify that a policy must be in active status in order for a claim to be eligible for processing. According to our records, your claim was submitted 15 days prior to the effective start date of your policy.
  You also mentioned that a home inspection was conducted before the claim was filed. If the system in question passed inspection but is now malfunctioning, we recommend contacting the inspection provider, as they may hold responsibility for approving a system that has since failed. As a reminder, our policy excludes coverage for any pre-existing conditions, including failures that occur prior to the policys effective date.
  In accordance with your agreement, before any future claim can be submitted for your air conditioning system, we must receive proof that the system has been repaired. Please send this documentation to ************************************ for review.
  While we found no record of previous calls or emails directed to our ********************** we remain committed to assisting you. Once the necessary documentation is received, we will be happy to review and process any eligible future claims related to your AC system.
  Thank you for your attention to this matter. We look forward to supporting you with any future service needs.
  

• Initial Complaint

  Date:04/30/2025

  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.

  Service was completed on my HVAC system, and I paid the technician dispatched by Elite up front because he did not want to wait. He added freon to my system. Elite stated they would reimburse me since it was an authorized service. After the first 30 days of not receiving the check, I called and was instructed billing would send the check within a week. I called after another two weeks and told the check was written but had not been mailed. After another two weeks (totaling 60 days) I am being informed the check was mailed but since I didn't receive it they would cut another check at the end of this week. This company seems to have difficulty issuing reimbursements or gives customers the run around.

  

  Business Response

  Date: 05/14/2025

  At Elite Home Warranty, we are committed to providing dependable service in line with the terms and conditions of our customer agreements, which are available at ********************************.
  
  I am writing to follow up regarding your recent HVAC claim and the associated reimbursement for refrigerant costs.
  
  Per the terms outlined in your service agreement, Elite Home Warranty provides coverage for refrigerant up to a maximum of $250. However, in this instance, and as a gesture of goodwill, we have approved a reimbursement of $450, exceeding the standard policy limit.
  
  A check in the amount of $450 was originally issued and mailed on March 27, 2025. As it appears that the check has not been received, we are in the process of issuing a replacement check, which will be mailed to you as soon as possible.
  
  We appreciate your patience and understanding, and we remain committed to ensuring a positive service experience. Should you have any questions or require further assistance, please do not hesitate to contact us.