Complaints

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

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  Elite Home Warranty

  3044 Coney Island Ave Brooklyn, NY 11235-5660

  
• 

  Elite Home Warranty LLC

  100 N Main St Barre, VT 05641

  
• 

  Elite Home Warranty LLC

  2595 Interstate Dr Ste 103 Harrisburg, PA 17110

  
• 

  Elite Home Warranty LLC

  3366 Riverside Dr Ste 103 Upper Arlington, OH 43221

  
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  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: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.

  I put in my claim about 2 months ago with ****** *****. He then didnt not return my calls, texts, or emails. It was then transferred to **** ****** who was then assigned to my case. After weeks of not getting back to me, I had to have the pool pump replaced because no one was getting back to me. I then tried to get reimbursement and because of their own delay on purpose, then aren't willing to pay for it. This is their tactic, delay, ignore, delay. I am an attorney and plan on filing this lawsuit in arbitration. I would like witnesses to this practice if you have had the same issues, please contact me. Now when I call, they just block my phone number and hang up. Also, if you want to know why they have high ratings. Here is a provision in their contract. I contacted the number below and it rang for 17 minutes and then took me to a voicemail. Another SCAM. ******,Release. You agree to waive the rights to dispute any payments transactions or to file a complaint or leave any negative reviews prior to contacting **** ********************* at **************. This includes posting any negative reviews against *** and/or any of its affiliates, with ********, Better Business Bureau, ************************** ******************************, ******* ***** ****** ********* **** *****, and any and all other social media. If applicable, once a dispute or claim is resolved with ***, You agree to remove, delete, and erase, any and all negative reviews posted online against *** and/or any of its affiliates, including but not limited to ********* Better Business Bureau, ************************** ******************************, ******* ***** ****** ********* **** *****. If applicable, once a dispute or claim is resolved with ***,You agree to close out any and all complaints against *** as resolved and/or satisfactory. Failing to do any of these aforementioned obligations will result in a termination of this Home Warranty Service Agreement.

  

  Business Response

  Date: 05/13/2025

  Dear *** ***************** Elite Home Warranty, we are committed to delivering dependable service in accordance with the terms and conditions outlined in our customer agreements, which can be reviewed at ********************************.
  
  Our records show that you currently hold two active policies with us:
  
  The first was purchased on October 22, 2024, and became effective on November 22, 2024. One claim was filed under this policy and was fully covered.
  
  The second policy became active on November 20, 2024. As a courtesy, we waived the standard 30-day waiting period on this agreement.
  
  Please note, as outlined in Section XI Limitations on Liability, new agreements are subject to a $300 total claim cap within the first 90 days, regardless of how many claims are submitted. Despite this, we approved and paid the following claims during this initial period:
  
  Day 14: A claim for your pool heater was approved for $985.00 well above the policy limit.
  
  Day 21: A claim for your refrigerator was approved for $500.00.
  
  That same day, a third claim for a plumbing fixture was approved for $164.00.
  
  In total, $1,649.00 was paid out within the first 90 days of your second policy far exceeding the contractual $300 cap. This was done in good faith and as a demonstration of our commitment to providing quality service.
  
  Following these claims, you contacted us regarding a pressure gauge located outside your home, with a $900 quote from your plumber. We advised that this item was not covered, as external components and pressure-related issues are specifically excluded in the contract.
  
  On April 1, 2025, you filed another claim for pool equipment and requested to use your own technician. As stated in our policy, this is allowed provided that:
  
  We can speak directly with the technician.
  
  We receive a complete diagnosis including the cause of failure, photos, and the model and serial number of the equipment.
  
  On April 7, we received documentation outlining what needed replacement, but it was missing critical information specifically, the cause of failure and the model/serial number. From April 8 through April 21, our claims team made repeated attempts to contact the technician, leaving several voicemails, but received no response.
  
  On April 22, you called to express your desire to move forward without waiting. While on the call, our representative again attempted to reach the technician without success. During the conversation, we informed you that based on our internal data, the equipment may have been manufactured in 2023, which could indicate manufacturer warranty coverage. You then noted that the old equipment had already been removed and discarded, and its details were no longer available.
  
  You later followed up on April 24, stating the original equipment was from 2018, but had since been replaced. At that point, we informed you that we could not proceed with reimbursement, as our policy clearly states that coverage cannot be provided for any work completed without prior authorization. This is outlined in ***************** a Claim, Clause C, which states:
  
  We will not reimburse you for services performed without our prior approval of your claim.
  
  We understand that this outcome is disappointing. However, its important to highlight that we have already made multiple exceptions in your case including the waiving of the waiting period and payouts far exceeding your contract limits. In this instance, we must adhere to the terms of the agreement.
  
  If you have any further questions, we remain available to assist.
  

• Initial Complaint

  Date:04/30/2025

  Type:Service or Repair Issues
  Status:

  ResolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I filed a claim on March 8 2025 for a dryer repair. They sent someone out and they recommended to purchase a new dryer bc my current dryer was in need of too many repairs.. Elite agreed to reimburse me $454. They said the check would take ***** days to process. As of Monday April 28 51 days later I have not received the check and they continue to take the monthly premium of $69. I called on Monday and spoke to a representative. They gave me a tracking number from *** just to appease me but as of Wednesday April 30 the check still hasn't been processed.

  Customer Answer

  Date: 05/09/2025

  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.  I have finally received the reimbursement checkfor the dryer.
  
  Sincerely,
  
  ***** *****
  
  
  
   
  
  

• Initial Complaint

  Date:04/29/2025

  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.

  Owe me 700 dollars for replacement of waterheater. They have never paid me and it has been since March. They claim they mailed a check April 15th but I have never received anything. They will not answer their phone.

  

  Business Response

  Date: 05/11/2025

  Dear ******* ******,
  We sincerely apologize for any inconvenience this may have caused. 
  We do see that we spoke with you on 5/1 and advised that the check will be mailed out to you on 5/23.  If after that date you do not receive it, please contact us.  
  

• Initial Complaint

  Date:04/29/2025

  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.

  Elite Home Warranty's super aggressive salesperson sold us a 3 year warranty. We have had 3 small claims (1 with the ***** 1 with the oven and 1 with a washing machine) in the last 14 months. They have denied every single one saying the problem is not a covered item!!!!!!!! You end up paying for the ***air yourself and the $70 to them. I tried to get a refund for the remainder of my policy last fall when only 7 months into the policy and they told me I would only get $600 or less of the $1600+ I gave them because they deduct not only the pro-rated portion of the premium but they will also deduct every ***** they had to pay on the claims!! The same claims that were ECLUDED from the policy. Something else their *** failed to tell me. In fact he told me if at any time I was unhappy. I could get a refund for the pro-rated portion of the policy with no mention of anything else. I have been trying to call them since 4/28 and today (4/29) regarding the latest claim with my washing machine which their assigned technician told me was an uncovered issue (the door jam) and it turned out that was not the issue with the machine at all. Still awaiting the ***air and impossibly to get in touch with them. Their number ************ (which was left for me to call back on) answers with a recording and then the phone disconnects. Have tried calling them at least 10 times with the same experience. The amount of money they have charged me as well as the amount I have had to pay to other contractors for their excluded claims totally makes it worthwhile for me to pursue legal action. I responded to the BBB's question that I had not filed a lawsuit since I have not filed one yet. However, I am currently talking to attorneys to file possibly a class action lawsuit against this company. This is not a threat, it is a fact. We are in the process of finding out how to get in touch with other policy holders who have experienced the same issues so that we can file a class action lawsuit.

  

  Business Response

  Date: 05/13/2025

  Dear ****** *******,
  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 ********************************.
  According to our records, your policy was purchased on April 29, 2024, and became active on May 29, 2024. A copy of the policy was sent to you via email at the time of enrollment.
  Regarding your claims history, you have submitted a total of five claims, each of which has been addressed in accordance with your coverage. Below is a summary:
  Claim #******* *** *************************** *************** Work was authorized and $200 was paid toward the repair, in addition to technician fees.
  Claim #*****/* *********************************** *************** Work was authorized and $240 was paid for the repair, along with technician fees.
  Claim #*****/* ************************************ **************** This claim was cancelled by you prior to dispatch or service.
  Claim #*****/* ************************** **************** Work was authorized and $338 was paid to the technician for the approved repair.
  Claim #*****/* ************************************* **************** We offered a cash payout of $429 toward the replacement of your unit. A check is currently being mailed, and technician diagnostic fees were also covered.
  At this time, there are no additional claims on file that remain unresolved, and we do not show any pending technician appointments in our system.
  If you have any further questions or need assistance, please dont hesitate to reach out. We are happy to help.

  Customer Answer

  Date: 05/21/2025

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

• Initial Complaint

  Date:04/25/2025

  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 noticed my electric bill from February and March being higher than usual, so I contacted Elite Home Warranty to send an electrician out to assess what might be the cause. I have their Elite Complete package which includes wiring, main panels, breaker, switches, etc. The **************** argues with me that they couldn't send anyone because I didn't know what was wrong. Of course I don't know, I'm not an electrician hence needing one to come assess what might be wrong. The 2nd also kept pushing back on sending someone, but they finally did and the contractor tried to defraud me of $1900. He stated I had burnt wires and needed a surge protector. He then sent me a picture of "Surge protector installed" and "now working on wires" he the said I needed 6 breakers fixed inside box. Something sound right, when he said so I looked closer at his pictures & noticed on top of one "home improvment stack exchange." I did a reverse ****** image search & discovered all THREE images where Stock Footage from websites. I then told him to leave my unit, put everything back as it was and leave for trying to defraud me. I then received a call from Elite HW manager telling me the electrician called them and told them I had water damage from a Tornado (which EHW doesn't cover) I told the manager he was lying and a fraud and I wanted another tech to come out to assess my issue. The manager told me they couldn't send another one out! What???!! The electrician tried to defraud me and Elite won't even take responsibility since it was their chosen electrician, and send another one to rectify the issue??? I've been with *** since 6/27/24. and just like every other warranty company, they too defraud by denying claims they say they cover and partnering with shady contractors. But this is definitely a first for me to be blatantly defrauded by a contractor and for the warranty company to distance themselves from blame & not help rectify the issue. They should have sent another contractor out

  

  Business Response

  Date: 05/05/2025

  Dear **** *****,
  At Elite Home Warranty, we are committed to providing clear, transparent service in alignment with the terms and conditions outlined in your coverage agreement, which can be reviewed at ********************************.
  We acknowledge your recent claim regarding electrical issues and understand that the initial **********'s assessment was inaccurate. As a result, we have agreed to send a second ********** for a follow-up evaluation. We appreciate your diligence in bringing this to our attention.
  Please note, however, that your policy is designed to cover active failures, not general troubleshooting. For instance, if you are experiencing unusually high electric bills, our policy does not cover sending a ********** to investigate or diagnose potential causes unless there is a specific, identifiable system failure. In addition, the policy excludes coverage for rewiring, wire tracing, and system upgrades.
  Per the terms of your contract, each distinct issue reported is treated as a separate claim and is subject to its own service fee, unless the issues are clearly related. For example, if a light and an outlet in the same room and on the same circuit are not working, this may be treated as one claim. However, unrelated electrical problems in different rooms would require separate claims, each with its own co-payment.
  Its also important to clarify that the service fee applies to submitting a claim, not the **********s visit itself. In this instance, we are making an exception: based on the circumstances and the inaccurate diagnosis from the original **********, we are sending a second ********** at no additional charge for the second reported issue.
  We understand your concerns and are here to help. At the same time, we must operate within the scope of the policy you purchased to ensure fairness and consistency for all policyholders.

  Customer Answer

  Date: 05/13/2025

  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]

  Yes, Elite secured another contractor, who tried to charge an additional $80 to come out and check my issue even though there is a $75 fee paid to Elite. I advised I would not pay the additional money and the contractor canceled. Elite secured another contractor and he was wonderful. I appreciated him very much.  But I reject this response as I have been a customer of other ********************** companies for more than 15 years since I bought my condo in 2008 and I have never had any other warranty company not send a contractor out if a claim is placed even if the 'problem' is unknown.  As I, the customer, PAY for that vendor to come out with the service fee (as I read your response I see this is not your way of doing business, I address this further down). After the contractor comes and does their assessment of the issue and then relays said assessment to Elite what the problem is, Elite then advises if it is covered or not. Then it is upon the customer to pay for fixing the issue if it is not covered or if it is only covered partially, etc.  Never has any warranty company not sent a contractor out. A high electricity bill IS a problem. I had bills to show that $44 to $88 is standard across months and years of service, and for it to spike to $175, as someone that owned the property since 2008, knows there is an electrical issue, but as I am not an electrician, I can't advise what that issue may be, hence needing a contractor to come assess.  And upon speaking to the contractor and advising of the high bill issue, he already could give me ideas of what it may be, and upon arriving, within a few minutes he discovered the issue.  And yes, Elite covered it and I am appreciative of that. But your business model is absolutely not conducive to customers and not outlined in your service agreement if we have to do our own investigation of the problem. 
  
  And for these two statements below, nor myself or the contractor that came requested or asked for any of these, nor were they the problem:

  In addition, the policy excludes coverage for rewiring, wire tracing, and system upgrades.

  For example, if a light and an outlet in the same room and on the same circuit are not working, this may be treated as one claim. However, unrelated electrical problems in different rooms would require separate claims, each with its own co-payment.
  
  And to address this statement in your response to my complaint: Its also important to clarify that the service fee applies to submitting a claim, not the technicians visit itself. This is also not the way any other warranty company works. It has always been the service fee for warranty company to send contractor to assess issue.  So if it is not for that, it should be outlined very clearly on your website.  
  
  And this comment At the same time, we must operate within the scope of the policy you purchased to ensure fairness and consistency for all policyholders. is absolutely a bold statement to safe face and try to push the blame on to me as if I was the problem or the issue, instead of just accepting the fact that your customer service *** was rude, and that your choice of the first two contractors, one a truly scam artist as I had to put in a complaint to the state in regard to said contractor, and the other another scammer trying to get additional money out of me to even come assess the issue, was lack of your company doing it's due diligence and doing a background check on the contractors you chose to send to my unit.  In the future, I hope you do better for your customers and your company. I will be canceling my account.  Thank you. 

   

   

   

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

  
  Sincerely,
  
  **** *****
  
  
  
  
   
  

• Initial Complaint

  Date:04/18/2025

  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.

  on April 5th, 2025, my garage door spring broke. I called elite home warranty and filed a claim. They sent a repair person our on April8th 2025 as you can see by the quotes I have attached. I was told that they felt the repair service was too high and were going to send another repair tech out. They stated the outcome was only $300.00 for the total repair. My contract which was signed with them Last July of 2024 stated for the garage door opener it would allow $1,000 for the repair. I agreed to have them send another repair tech out thinking that they would see that they would need to allow more the $300.00 for the repair. (side note they kept the first tech waiting over an hour to tell them they thought they were too high) The second repair person was then sent out 2 days later and his quote was even high. Again, the tech was kept on hold for 30 mins. At that time I asked to speak with a supervisor and was told they would have them call me back since it was the techs phone. After two days I called back as was told no message was ever sent to a manager. Again I was told someone would call me back. Instead of a manager calling me back the original customer service agent called me to tell me the Managers are telling him that I agreed to the $300.00 out come and were not going to abide by our contract amount. I told him this was unacceptable and that I did not agree that amount and they needed to go back and look at the original contract of the amount allowed for this repair. Their mission statement of the customer needs come first is not being honored. I am on a fixed income and cannot afford the additional money needed to fix this issue. I was told by this customer service agent that he would go back to management and try to get at least the min. amount for this repair to be approved and would call me back in one hour. It has been three days since this interaction, and I have heard nothing. I paid $750.00 for a home warranty, and I expect them to honor it

  

  Business Response

  Date: 05/01/2025

  ****** *****,

  It seems as though we have already addressed this issue with you and the system has been repaired. Please contact us if you have any other issues.

  Thank you

  Customer Answer

  Date: 05/13/2025

  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 The repair was completed but I did not get a receipt of what was done. I waited over 3 weeks for this claim to get addressed

   I just feel they should have at least provided me with what they approved to be repaired and what was done. This warranty company needs to under go  an overhaul of customer service and  better communication process. I will not go with them again.. People need to be warned of their practices.

   

   

   .

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

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

• Initial Complaint

  Date:04/17/2025

  Type:Order Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I have a contract with them to maintain appliances as a home warranty for my house and other items . I've been with them since November 2024. I picked the highest plan they have and with the first claim, they took the deposit money and then they couldn't find me a contractor so they advised me to hire a contractor and they will pay for it. I hired a contractor and paid for them and then they didn't wanna pay me my money or the money refund the claim deposit . Not only that they told me that they will fix my problems and now they told me that they only cover materials no labor, which is conflict with their contract. They ripped me off for the past seven months paying monthly fee for them and now they do not wanna pay me for the repairs.

  

  Business Response

  Date: 04/22/2025

  Dear ***** *******,
  
  Thank you for being a valued customer of **********************. We are committed to providing clear and transparent service in accordance with the terms and conditions outlined in our coverage agreements, which can be reviewed anytime at ********************************.
  
  Our records indicate that this issue has been resolved, and we have extended our assistance regarding your claim. If you are still experiencing any problems or require further support, please dont hesitate to reach out to us.
  
  Were here to help.
  
  Sincerely,
  The Elite Home Warranty Team

• Initial Complaint

  Date:04/16/2025

  Type:Billing Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I filed a claim with the company in January 2025. They were supposed to send me a $500 check to replace a broken appliance in my house. It is now April and they are refusing to send me a the check because I refused to pay my membership in March in light of the poor service.the account was in good standing when I filed the claim, and the account was in good standing when they were supposed to reimburse me, but they refuse to send out the check unless I continue my membership with them. This is beyond unethical. I will also consult an attorney regarding this matter.

  

  Business Response

  Date: 05/01/2025

  Dear *** **************** Elite Home Warranty, we are committed to providing transparent service in accordance with the terms and conditions outlined in our coverage agreements, available at ********************************.
  Upon review, we note that you submitted the following three claims:
  Wine Cooler:
  Our technician determined that the required part was no longer available and noted that the unit was 11 years old. In line with your policy, Elite extended the maximum reimbursement of $500, to be issued within 45 business days.
  
  
  Gas Fireplace:
  This item is specifically excluded from coverage per your service agreement. As such, the claim could not be processed.
  
  
  Garbage Disposal:
  The technician identified a foreign object (a *****) lodged in the disposal. Although this issue is not covered under your plan, Elite elected to cover the full cost of the repair as a courtesy.
  
  
  Please note that in order for a check to be issued, the policy must be active and in good standing at the time of processing.
  In the case of the wine cooler claim, although the $500 reimbursement was approved, during the duration of the claim, your policy had a past due balance of $140. Elite offered to deduct the outstanding amount and issue a check for the remaining $360, which would have brought your account current and allowed the claim to be processed. You declined this option and chose to cancel the policy. As a result, the reimbursement was forfeited.
  While Letter C of the Cancellation section addresses refund calculations, it reinforces that services already provided and/or paid for by Elite may affect a customers financial entitlements. In this case, the cancellation of a policy that was not in good standing rendered the claim payment ineligible, in accordance with the overall terms of your service agreement.
  Additionally, once a policy is cancelled, Elite Home Warranty is no longer contractually obligated to fulfill pending claims or issue related payments.
  This policy ensures fairness across all policyholders and protects the integrity of the program:
  Issuing payments on cancelled or delinquent accounts introduces risk of non-payment and unrecoverable costs, and would be inequitable to policyholders who maintain their accounts in good standing.
  We do wish you the best of luck.
  
  

• Initial Complaint

  Date:04/15/2025

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  Elite Home warranty raised our monthly fee $10 more each month without notification in January 2025 in February 25, 2025 One of the refrigerators in our rental went out so we had to call to make a claim. The refrigerator couldnt be fixed and Elite said it had to be replaced in which they offered us $550, We gave them the approval to do so.on February 28, 2025, we purchased a new refrigerator, and then we spoke to ****** he said that the check will be submitted on March 2 and itll take 30 business days to get here to us which ****** replied we should receive it on April *******. On February 28, ****************************************************************************************************************************** November 2024 when the original claim submitted, the contractor never showed up at the rental and we were charged $70 on March 17, 2025 that was supposed to be done on February 28, 2025. Due to the lack of customer service and never receiving return calls we decided on March 11, 25 to cancel all six of our policies.Then on April 10, 2025. One month after we originally canceled all six policies , ***** called stating that if we cancel, we will not receive a check for the refrigerator that they already have cleared. They also have charged for all six policies on the credit card for the month of ************** , which should have been canceled on March 11, 2025 and ***** replied that the check will not be sent to us until the week of May 5-May 9, ***** also stated that if we canceled the policies they will not send out the check and they will cancel the check, which I feel is extremely unfair since we were already owed the $550 prior to canceling. on April 14, 2025 we spoke to *****, who replied was going to have a supervisor give me a call within 24 hours and we have not heard from any supervisor since. I believe we are owed a refund all charges made to our credit card starting as of date March 11 2025 as well as the $550 we are owed

  

  Business Response

  Date: 04/27/2025

  Dear **** *****,

  At Elite Home Warranty, we are committed to providing transparent service and adhering to the terms and conditions outlined in our coverage agreements, as detailed on our website, ********************************.
  We regret any frustration you may have experienced. After reviewing the 25 claims submitted under the policy for ***** ****, we note that a claim for the exhaust fan was filed in August 2024 and the fan was repaired at that time. If a new issue had arisen with the fan, you were welcome to contact us and initiate a new claim by submitting the required copayment.
  Regarding the check for the refrigerator claim, we note that the unit was manufactured in 1997. Under your policy terms, this entitled you to a payment of $500, plus a 10% increase for each additional year, resulting in a total payment of $550. This amount was offered to you on March 2, 2025. Please be aware that our checks typically require 3045 business days for processing.
  As a reminder, we are unable to process a check once a policy has been canceled. However, you are welcome to cancel any of your remaining active policies, provided there are no pending payments. Should you wish to proceed with cancellation, please contact us and we will be happy to assist you.
  Thank you for being a valued customer.

  Customer Answer

  Date: 05/01/2025

  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:

  [Your Answer Here]

  To respond made by elite theres a couple things that wasnt correct one. The exhaust fan was not at *******************. It was at ******* account to when we called to talk about the exhaust fan for the second time we were OK with someone going out there in when which they charged the account a month later and then proceeded never to send anybody out on top of that when we called to cancel the accounts. They waited one month later to call us back and tell us they could not cancel the account because of we had that check pending. They couldve told us at that time that we had a choice to cancel remaining accounts that we did not have any payments pending, but they failed to do so. The reason we were cancelling also was the fact that they did not return phone calls when they said a supervisor would be returning the call and they also did not inform us of the rise in monthly payment. We would like credit back for the amount of the Accounts that did not have anything pending to them which we wanted to cancel Plus the $550 owed for the refrigerator 

  thank you 

  **** 

   

   

   

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

  
  Sincerely,
  
  **** *****
  
  
  
  
   
  

  

  Business Response

  Date: 05/15/2025

  Dear **** *****,
  We understand your frustration and appreciate the opportunity to address your concerns. However, since no prior request for cancellation was made regarding the other properties, we are unable to retroactively issue a refund based on the time you may have intended to cancel. We can only process cancellations from the date they are formally requested, and we can confirm that the requested cancellations have been completed accordingly.
  At this time, one policy remains active and will continue to do so until you confirm receipt of the issued check. Once you have received it, please contact us so we may proceed with finalizing the cancellation of the remaining policy.
  We also want to note that, throughout your time with us, we have provided assistance and approvals that extended beyond the standard coverage termsa level of support we believe is rarely matched elsewhere. That said, we genuinely wish you the very best moving forward and look forward to your call once the final step is complete.

• Initial Complaint

  Date:04/14/2025

  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.

  Subject: Complaint Against EliteHome Warranty Denied Furnace Replacement Claim To Whom It May Concern,I am filing a complaint regarding Elite Home Warranty denial of my claim for a furnace replacement. I have been a policyholder since 2023 and was led to believe that major systems like my furnace were covered under the terms of my warranty.When my furnace failed late January when the temperatures were in the teens and twenties and wind chills potentially as low as 12 below zero in some parts of the state. I followed the companys process and had it inspected by an approved contractor, who confirmed it needed replacement. Despite this, my claim was denied, I was not given any explanations of the denial reason. My furnace was properly maintained and there were no known issues prior to its failure.I believe the company is failing to uphold its contractual obligations and misrepresenting the coverage provided. As a result, I was forced to pay about $ 11K out of pocket for the replacement.I am requesting reimbursement or a reconsideration of the claim based on the warranty coverage. I have attached relevant documentation, including my service contract, inspection report, and receipt.Thank you for your attention to this matter.Sincerely,******** *****

  

  Business Response

  Date: 04/27/2025

  Dear ******** *****,
  At Elite Home Warranty, we are committed to providing transparent service and upholding the terms and conditions set forth in our coverage agreements, as outlined on our website at ********************************.
  We sincerely regret any frustration you have experienced regarding this claim. According to our records, you contacted us on January 29, 2025, while your technician was present at your home. The technician's diagnosis indicated that the blower motor and wheel had become unbalanced, resulting in a system failure. Unfortunately, this is classified as secondary damage, where one component causes the failure of another, and is not covered under the terms of our policy.
  Additionally, prior to our ability to complete the claims review and provide an outcome, the system was replaced. Please note that unauthorized work performed before receiving approval from Elite Home Warranty is also excluded from coverage under our agreement.
  We appreciate the opportunity to have supported you on your previous claims, and we look forward to continuing to assist you with any future service needs.

  Customer Answer

  Date: 05/21/2025

  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:

  I am writing to formally express my dissatisfaction with Elite Home Warranty and to request assistance in obtaining reimbursement for a service that I have paid for over the years, but did not receive when I needed it most.

   

  Despite being a paying customer, I was left without support during one of the coldest times of the year. I reached out to Elite Home Warranty for service under my policy, but they failed to provide timely assistance. Even after following up by email , as I specifically requested, they only responded with phone calls, avoiding any written trace of their handling of the case. To date, I have not received a letter of approval or denial, nor any reimbursement for the service expenses I had to cover out of pocket.

   

  This is particularly frustrating given the companys claim of having a good rating with the Better Business Bureau, which influenced my decision to enroll with them. I later discovered that this rating may reflect a lack of negative exposure rather than a history of quality service, as they are a relatively new company.

   

  I am respectfully requesting your assistance in:

  1. Obtaining a written response from Elite Home Warranty regarding my claim.
  2. Securing reimbursement for the expenses I incurred due to their failure to provide service.
  3. Ensuring that they are held accountable for the lack of transparency and proper communication.

   

  Please let me know what steps I can take next to resolve this issue. I would prefer that all future communications be in writing for the sake of clear documentation.

   

  Sincerely,

  ******** *****

  ************

   

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

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

  

  Business Response

  Date: 05/27/2025

  Dear ******** *****,
  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 ********************************.
  Regard to your claim placed on January 29, 2025. Upon review of your file, it was noted that a technician had already inspected your HVAC system before your copayment was received and your claim was formally submitted. Once payment was confirmed, we promptly processed the claim based on the diagnostic findings shared by your technician.
  
  Technician's Diagnosis:
  Blower Wheel Became Damaged or Unbalanced: This component is responsible for moving air throughout your system. A misaligned, broken, or loose blower wheel significantly reduces airflow efficiency.
  
  
  Restricted Airflow Led to Heat Buildup: Insufficient airflow prevented proper heat dissipation, causing the system to overheat and overburden internal components.
  
  
  Increased Electrical Load on the ************** Due to the blower wheel failure, the control board was forced to overcompensate, leading to overheating and stress on electrical components.
  
  
  Vibrations May Have Damaged Electrical Connections: Excessive vibrations likely caused further damage to internal circuitry, contributing to electrical resistance and system instability.
  
  
  Final Assessment:
   All subsequent system failures stemmed from the initial issue with the blower wheel. Unfortunately, your system was replaced without prior authorization, which is a clear violation of the service agreement.
  
  Policy Exclusions Applied:
  Unauthorized Work
   As stated in the agreement, work done without our authorization isn't covered. Any services or replacements performed prior to approval by Elite Home Warranty are excluded from reimbursement.
  
  
  Secondary Damages
   Section X of our Service Agreement clearly excludes:
  
  
   "Repair or replacement required as a result of consequential or secondary damage"
   This includes any issues resulting from the original failure, such as damage to the control board or zone panels.
  
  
  
  
  We genuinely understand the inconvenience this may have caused, and we sincerely apologize for any frustration. However, our determination is fully aligned with the terms and conditions of your policy. Should you have further questions or wish to discuss your coverage, we are here to help.
  Thank you for being a valued customer.
  

  Customer Answer

  Date: 06/05/2025

  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID# ********, and have determined that my complaint was not resolved. 
  

  I am writing to formally express my deep dissatisfaction with the handling of my recent service request concerning a critical heating system failure during subzero temperatures.
  
  
  Despite the urgent nature of the issue, your team failed to respond in a timely manner. I was left without heat in dangerously cold weather, risking serious damage to my home (such as frozen and burst pipes), and more importantly, putting my households health and safety at risk. It took over a week for any meaningful communication from your company, which is unacceptable for an emergency situation.
  
  
  In previous interactions, your team clearly informed me that I could contact a technician of my choice and would be reimbursed. Acting on this assurance, I engaged a licensed technician I have used in the past for regular maintenance. He confirmed a serious issue that required immediate repair. However, rather than treating the situation with the urgency it demanded, your company responded by stating that the technicians fees were too high and instead chose to mail a part to my house and send out your own technician despite knowing the temperatures were dangerously low and the delay would extend our time without heat.
  
  
  This decision appeared to prioritize your bottom line over our safety and well-being. Once you learned that I had moved forward with the repair out of necessity, you then chose to deny any reimbursement, failing to even contact me in writing likely to avoid a documented paper trail. This approach was not only negligent but also unethical. Your company knowingly chose not to honor your prior assurances or address a time-sensitive situation appropriately.
  
  
  To date, I have received no reimbursement or resolution. I am requesting immediate reimbursement for the technicians service, which I pursued under your guidance and due to your inaction. I am also requesting a formal explanation for your failure to respond promptly and ethically to this urgent matter.
  
  
  If this issue is not resolved to my satisfaction within 10 business days, I will escalate this matter to my states ***********************, and consumer protection agencies. I will also consider legal remedies if necessary.
  
  

   

   

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

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