Business Profile

Home Warranty Plans

Elite Home Warranty

Headquarters

Complaints

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

Customer Complaints Summary

133 total complaints in the last 3 years.
122 complaints closed in the last 12 months.

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Submit a Complaint

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:03/19/2025
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.
Im a real estate agent in *** I contacted Elite for a quote of home warranty coverage. We had the seller of the home we bought buy a policy. Since that time they have texted and called me with different phone numbers constantly. I tried to be taken off their list but they just change to phone number they use.I want it be taken off their contact list.
Business Response
Date: 03/29/2025
***** ****
We regret any inconvenience that this has caused you and have removed the number from our system. Please feel free to contact us if you have any questions or concerns
Initial Complaint
Date:03/18/2025
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.
I filed a claim (57225/3) on 2/18, regarding a furnace with an intermittent failure. Elite Home Warranty sent a technician whose diagnosis called for the replacement of a few parts. These parts were replaced on 3/3 by the same technician. The problem persisted, and the technician then told *** that the furnace needed a complete replacement. Two days later the furnace stopped working entirely. To avoid health hazards and damage to the house due to the extreme cold, I had to buy an area heater and call another company to diagnose why the furnace had stopped altogether -- which resulted in having to replace the furnace's control board. This got the unit back to the same status as it was when I first filed the claim (in other words: the intermittent failure persists). None of these additional expenses (heater, 2nd *********** control board) were reimbursed by ***. *** then scheduled a visit from another company for 3/14. This company never showed up for the appointment, and *** has also failed to provide evidence that they are licensed to perform any furnace work (***'s service agreement states that only licensed and insured technicians are sent out). Today marks one month since I filed this claim, and *** still hasn't provided a satisfactory resolution; moreover, EHW fails to communicate transparently and frequently, leaving the impression that if I don't push them for a position, they are satisfied to opt for silence. I have been told "we're looking into it and will get back to you soon" too many times. It is unfortunate, but at this time I feel that a formal complaint is necessary.
Business Response
Date: 03/29/2025

Dear *** ***************** at Elite Home Warranty are committed to providing transparent service and adherence to the terms and conditions set forth in our coverage agreements, as detailed on our website, ********************************.
We do see that there is a claim that was filed for your heating system however you canceled the claim. There was a second claim filed, the technician stated that parts were needed however you requested a new system to be installed. Elite advised you that as long as the system could be repaired, we would not provide funds towards a new system. Therefore the parts were purchased and will be installed on Apr 3, 2025.
We do hope that if you have any questions you will reach out to us.

Customer Answer
Date: 03/31/2025
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:

EHW's response is incorrect and mischaracterizes the history of this claim.

A ********** indeed stated that parts were needed, on Feb. 20th; those parts were procured (by EHW), installed by the same ********** on March 3rd, and when the problem remained unresolved, it was the ********** himself that suggested that the furnace should be replaced -- not me. The installation about to happen on April 3rd (ONE MONTH AFTER THE FIRST FAILED REPAIR, AND OVER SIX WEEKS AFTER THE CLAIM WAS FILED) involves a second ********** chosen by ***, who suggested replacement of totally different parts compared to the first **********.

Ultimately, as the furnace continues to malfunction as it did when the claim was first filed, I cannot consider the complaint to be resolved. It will be resolved when I have a fully functioning furnace.

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

Sincerely,

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

Business Response
Date: 05/13/2025
****** **********,
We will be happy to send you the funds in the amount of $143.58. Our checks take up to 45 business days to process.
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:

In light of the fact that I need to answer within 6 days, my current response is to maintain the complaint open while Elite Home Warranty works on issuing this partial reimbursement.
Once the reimbursement is received and cleared, I will then consider this matter resolved.

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

Sincerely,

****** **********
Initial Complaint
Date:03/10/2025
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 submitted a claim in January 24 2025 for microwave replacement they approved 250. And still have not been paid they keep saying will be issued this week still no check I pay very month for this warranty insurance this is my first claim with them I would like to get refunded.
Business Response
Date: 03/15/2025

Dear ****** ********,,
,

We at Elite Home Warranty are committed to providing transparent service and adherence to the terms and conditions set forth in our coverage agreements, as detailed on our website, ********************************.
We regret any inconvenience however as we have explained our check process takes 30 - 45 business days which does not include holidays or weekends. According to our records, the check will be mailed out by the end of this upcoming week.
Initial Complaint
Date:03/01/2025
Type:Product 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.
On Jan. 9, I placed a work order for my heat because it wasnt working, and snow was expected. Elite assured me that they were taking my claim seriously. I received a text stating that the tech wouldnt be able to come until Jan. 14. I texted them back, but got no response.On Jan. 14, the tech arrived unaware that Elite had sent them. The tech asked me to call Elite to clarify what services would be covered. I called Elite and customer service told me they would call me back. I was at work during this time, so my mom had to sit with the tech, a stranger, in my house for 45 mins. The techs company managed to find Elites contact info. He then realized he didnt have his leak detection tools, so he left without doing anything. The tech remarked after reviewing Elites coverage, I could do better with a different company.I asked if someone could come out ASAP due to cold temperatures. I asked whether Freon was covered per visit or just one time, but I never received an answer.I called a supervisor and she informed me that Elite wouldnt put Freon in (to hold me over until repairs could be made). She stated that if there was a leak, they wouldnt cover any repairs. This was frustrating, as there are businesses in my area that offer same-day service. I requested to ****** my contract. Supervisor said she couldnt cancel it and that someone would call me back.I called back around 4 p.m. Jan. 14 and spoke to *****. I explained the situation and she cancelled my contract. She said I would receive a $245 refund and kindly arranged for someone to come out next day to inspect the system free of charge. I never received the refund. Tracys number is **************, but it never seems to connect back to her.I called again on Feb. 1 to inquire about my refund. I was told it would be mailed, but I still havent received it. I called on Feb. 22, and was told there was no record of my refund, but billing would contact me on Monday. Of course, no call back.
Business Response
Date: 03/15/2025

Dear ********* *********
,

We at Elite Home Warranty are committed to providing transparent service and adherence to the terms and conditions set forth in our coverage agreements, as detailed on our website, ********************************.
We do understand your frustration and we do see that according to our records, there was a refund of $247 that was owed to you. We agreed to send another technician out at no additional cost to you; however the refund that we authorized would take 30 - 45 business days to process. The refund was placed into our system after the courtesy technician reported the outcome to us on 2/03/25 therefore the check will be processed on the 20th of this month.

Customer Answer
Date: 03/27/2025
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 responded on March 22nd confirming they owe me a refund and that the check would clear on the 20th. It is now the 27th and I have still not received my refund.]
In order for the BBB to appropriately process your response, you MUST answer the question above.

Sincerely,

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

Business Response
Date: 04/15/2025
Dear *** *********,
According to our records, check number ***** was mailed to you via ****. If you have not received it, we will be happy to issue a replacement after we confirm that the original check has not been cashed.
Thank you for your patience,
Elite Home Warranty
Customer Answer
Date: 04/19/2025
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. They ended up mailing a check for $175 and then sent the $70 to my card after I called them saying the check was for the wrong amount. Total $245 refunded to me, even though above says $247. I'll take it though after over 3 months of waiting.

Sincerely,

********* *********
Initial Complaint
Date:02/26/2025
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 have a home warranty (through February 2025) with Elite Home Warranty in ********. Our water heater had a leak. I contacted Elite HW, they charged $75 service fee to cover my part per their warranty policy. I gladly paid them the $75.00. After I made repeated phone calls to Elite, finally two days later a plumber finally came out but could not reach an agreement with Elite on the cost of a particular part. Elite said just the part should cost $50 and plumber said $200. I called Elite many times within seven days and was told it was still with Elite review board....what ever that meant. Seven days later and my water heater still had not been repaired per my Home Warranty with Elite. Elite said they would send me $400 to cover the water heater issue and I could hire my own plumber. They said they would expedite payment to appx 8 days. After not receiving our $400 payment and many calls to Elite, they said it would be 30 business days before check was issued. I called 2/24 and tried to cancel my March policy, Elite HW said their cancellation **** would call me back within 48 hrs. That never took place. I called them again today Feb 26th, and now they said they did cancel the policy (although I never did talk to the cancellation ****) and because it has been canceled even though I hadn't spoken with the cancellation ****, which was part of their procedure, they wouldn't be sending me any refund!!!! They said they don't issue refunds when you cancel service. I argued the service was in February when I was covered and cancellation was for March. Keep in mind, I had already paid my $69.00 warranty policy fee which came out of my checking acct. I even asked the Elite representative on Feb 24 if I cancel my policy would it affect my $400 refund. He said he would have the cancellation **** call me and I could ask them but I heard from them. I tried to contact a manager ***** **** but said she couldn't take my call and to talk to an customer svs agent.
Business Response
Date: 03/12/2025
At Elite Home Warranty, we are committed to providing transparent service and adhering to the terms and conditions outlined in our coverage agreements, which can be reviewed in detail on our website: ********************************.
We regret any misunderstanding regarding your claim. Based on the technicians diagnosis, your claim was not eligible for coverage, as expansion tanks and systems under manufacturer warranty are not covered under our policy. The technicians report stated:
"Failure due to expansion tank causing temperature to open Age: 3 years. Technician recommends replacing thermal expansion tank and temperature release valve."
Please note that expansion tanks are excluded from coverage, and at three years old, your system would typically still be under the manufacturers warranty, which our policy also does not cover. However, as a courtesy, we offered to assist by providing you with $412.68 for this non-covered claim.
Although you chose to cancel your policy, Elite was not obligated to proceed with the goodwill payment. However, because we had committed to assisting you, we honored that commitment, and a check was mailed to you via **** on 3/5/25.
If you have any further questions, please dont hesitate to reach out.
Customer Answer
Date: 03/20/2025
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:02/22/2025
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.
Our furnace stopped working on Feb. 15. We called Elite Home warranty and submitted our claim. They sent out their tech on February 17. After the tech diagnosed the system, he said we need a new control board and hes ordered it and call us back within an hour. We did not receive a call back from their techs so we called Elite again who told us the tech has not submitted a bid with them for the part and they are still waiting. We dealt with this run around for a day until Elite agreed to order the part and mail it to us. They told us the part should be here on Feb 20. When we called the tech company back, they said they will not service our home because the part did not come from them. Again, we notified Elite. Well, its Feb 22 and the part still has NOT BEEN ************ its been a full week we do not have heat in our house. I have 3 small children under 6. The company supervisor told us they would comp us $500 for our emergency service and not the full costs. I just got a quote for $1300. They refuse to take responsibility for their lack of urgency, unresponsive and bad business practices. If this is the number 1 Home warranty company, I dont want to know what number 2 is. Absolute WORST!!!
Business Response
Date: 02/23/2025
Dear *** ************** at Elite Home Warranty are committed to providing transparent service and adherence to the terms and conditions set forth in our coverage agreements, as detailed on our website, ********************************.
We understand your frustration and apologize for any inconvenience however, we were able to purchase the part for you and paid for an overnight shipment. Unfortunately, we have no control over ***** or any delays that took place between ordering the part and the delivery. As you can see in the attached screenshot, overnight delivery was in fact paid for. We do see that the part was delivered. As we explained, we are more than happy to provide you with the amount that we were going to pay for the part along with the installation which was $500.
If you choose to use your own technician and do not use the part that we ordered, we will send you a return label to send it back.
If you have any questions please feel free to contact us.

Customer Answer
Date: 02/28/2025
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:
Hello,
I am not accepting Im sorry for the inconvenience as an excuse. ***** took a week to deliver to part. When the part arrived, it was WRONG. The part arrived a day before you sent a tech to do the repairs.
Then the tech re-diagnosed our furnace saying the previous technician erred in his assessment. So we waited a whole week for a Wrong part that we did not need in the first place.
In the dead of WINTER, ************ saw zero urgency to make repairs to our furnace. Even when we communicated we had 3 children under 6 years.
any other company could have:
1. Sent out another tech
2. sourced the part from another vendor and have us return the other.
3. Provided adequate compensation for an emergency repair given the circumstances.
So yes, we will be cancelling our contract and we expect a FULL REFUND on our policy.

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

Sincerely,

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

Business Response
Date: 03/13/2025
Dear ****** *******,
At Elite Home Warranty, we are committed to providing transparent service while adhering to the terms and conditions outlined in our coverage agreements, available at ********************************.
We understand your frustration; however, Elite is not obligated to provide a full refund under the terms of your policy. As stated in Section XV, Cancellation, Letter B of your agreement:
"The Agreement Holder has the right to cancel the Agreement at any time without incurring a cancellation fee. In the event of cancellation, the Agreement will be prorated, and any unused portion will be refunded."
You purchased your policy on April 12, 2024, for $2,100 and submitted three claims:
Downdraft Claim Not covered under the policy and subsequently canceled.
Refrigerator Claim Although frozen drain lines and drain cleaning are not covered, we approved $335 as a goodwill gesture.
Third Claim Elite paid $85 for the first ********** and $150 for the second **********. Additionally, we purchased a part based on the initial **********'s diagnosis. Unfortunately, the part was incorrect. Despite providing overnight shipping, weather delays impacted delivery, which was beyond our control. Once the second ********** arrived, the correct diagnosis revealed a cracked heat exchanger, which is a specific exclusion in our policy, preventing us from covering the repair.
Your policy has been canceled, and you will receive a check for the prorated refund within 3045 business days.
Customer Answer
Date: 03/19/2025
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]
You have taken no accountability or remorse on your lack of timely response and POOR CUSTOMER SERVICE in getting our heat restored during Winter!
Going forward, I will be maintaining my complaint as unresolved. And I will make it my duty to let others aware, both publicly and privately, of our experience with you.

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

Sincerely,

****** *******
Initial Complaint
Date:02/17/2025
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 January 21, 2025, I paid Elite Home Warranty $75 to send out a technician to service my heating unit. Elite Home Warranty sent out ***** ***** Heating and Cooling to diagnose and repair my unit. The technician came out to my house and disconnected both my heating and my working cooling system. He also removed the condensation piping to the cooling system. After everything was removed, he then took pictures and sent those pictures to Elite. No pictures were taken of my unit prior to him removing everything nor were any pictures shared with me. No contractors only take pictures after but takes pictures before and after. The technician then calls Elite Home Warranty and tells them my unit has wiring issues and was a fire hazard and that is why he disconnected the cooling system. Elite said they could not be responsible for the repair because of the information reported from **************** that my working cooling system was not installed correctly. Meanwhile, ***** ***** contacts me and tell me he can fix my unit for $800 and first & then lower the price to $650. ***** created a situation that needed to be fixed. **************** was asked to come back and plugged back in my working cooling system, and they refused to honor that request. Per Elite Home warranty, there is nothing they can do. I am now left to find my own contractor to repair the damage that ************** ***************** caused. I contacted another contractor to come out and plug back in my working cooling system. Because of the mess that ************** caused, the new contractor has to start over because they can't figure out were the wires go. I am left to pay to replace a working system because **************** refuse to come back to plug in my system. Elite has left me as the homeowner holding to bag for this repair.
Business Response
Date: 02/23/2025
Dear ***** ****** ,
We at Elite Home Warranty are committed to providing transparent service and adherence to the terms and conditions set forth in our coverage agreements, as detailed on our website, ********************************.
Upon review of your claim, we see that you stated that the heating system was not working and not turning on. We dispatched one of our technicians to the home and he explained that the system was not wired up correctly, it had taped up wires and needed to be unplugged due to a fire/ safety hazard.
The power cord was disconnected. It had been wired through a safety switch, which has a button on the front. The previous technician had connected the power cord to the system using a small terminal, but this bypassed the safety switch. Having a system bypass a safety switch is incredibly dangerous and our technician was not able to leave while it was still connected because he would then be responsible. Unfortunately the claim was considered as improper installation or previous repair from a previous technician.
We do regret any frustration that this has caused however Elite is in full compliance with our terms and conditions of our policy.
If you have any questions please feel free to contact us.
Initial Complaint
Date:02/11/2025
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 Signed up for Warranty on July 28. I was Informed that for 30 Days I can not *************** post which the policy goes into effect for the term. The sales representative I signed up with for this service, provided lots of False Information on what is and what is not covered, I asked Very Clearly, If I file a clam September is it covered, his response yes everything is fully covered including full replacement. Based on this answer, I agreed to an incentivized full year term and I paid in full.I called in September for a fix on my AC unit, It was originally declined stating please Review Agreement you owe a significant portion out of pocket and primary reason is I can not file any claims for 90 days without incurring an extra charge. After an escalation and conversation with a supervisor my claim was covered fully and service was completed.I filed a Second Claim in November for an Oven problem, paid my C0-Pay and a tech came out. No Fix was provided, after follow *** my claim was Verbally declined and 10% offered as total coverage available. I filed for grievance again with this escalating to Supervisors. I Voiced my concerns however this has not been resolved, In December i requested cancellation of service and requested a full refund as this company has false representation. The company has agreed to part ways and refusing to Refund my money claiming It has been used by my 1st claim. 1. ************ should not be BBB Accredited.2. They have False Representation (They said they record all calls, happy to have my recording released for this Investigation)3. I Requested Cancellation of Service in December I have no Further Communication since 4. I Asked for In Writing why my claim is denied and them explaining why I am buying a 12 ************* with 4 Months of No claim requirements.5 I asked to speak to some one higher up and was told this will NOT happen.6 They Tried to Negotiate a deal for me not to file this complaint here with the BBB.
Business Response
Date: 02/23/2025
Dear **** ******,
We at Elite Home Warranty are committed to providing transparent service and adherence to the terms and conditions set forth in our coverage agreements, as detailed on our website, ********************************.
Upon review of your policy, it shows that you purchased it on 7/28/24 and it went into effect on 8/28/24. Six days later, you placed a claim for your AC system stating that it was not cooling properly. According to our policy, we will provide coverage up to $300 within the first 90 days from the effective date. However, as you stated, the repairs were more than that and we did cover them as a courtesy.
The following claim you submitted was on 11/12/24 which was 77 days into the policy, still within the 90 days. The failure to your oven was estimated at $1192.54 in which we explained that we could offer you the amount of $300 again, this would have been a courtesy since we had already provided you with the initial amount on the first claim. Please see below portion of the policy:
For the first ninety days of the Term. Subject to the other limitations under this Section XII and the Agreement, the following additional limitations on our liability apply to every Breakdown that is otherwise covered under this Agreement, for the first ninety days of the Term: *** provides coverage for repairs, replacements and parts required for the Breakdown of a covered item and EHW's Total Liability for the first ninety days of the Term for repairs, replacements and parts required is limited to paying You in the aggregate up to $300 for all claims combined within the first ninety days. The above limitations apply only to a new agreement and does not apply to renewals.
We did reach out to you and one of our managers explained that according to the policy, being that you paid a total of $850 and Elite has paid out a total of $570 for one claim and another claim we paid the service technician $120 for a total of $690, the amount of time that you were with us as of December was 3 months. The pro-rated refund as described in your policy would be at $0. However, if you would still like to cancel, we will move forward and cancel the policy.
If you have any questions please feel free to contact us.
Initial Complaint
Date:02/08/2025
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.
Last February I took out a home appliance warranty from this business. Policy effective Feb 8th. This policy covered repair or replacement of **************** early June I noticed food in my refrigerator as not as cold as it should be. On June 6th I called to initiate a repair for the refrigerator After 7 or 8 phone calls (which I have notes on) Elite did agree to send someone out to look at the refrigerator. They did send someone out to provide a diagnostic but they stated they could not repair. After additional phone calls another technician came out and provided an repair estimate to repair of $1,000.After subsequent calls Elite could not arrange to have the unit repaired and offered a cash payment to me of $950 to settle the claim. They said they would send a check in two to three weeks and never did. Talking to service technicians was told that they give you the line the check is in the mailTo get by I bought a second fridge which I continue to use for anything that needs to be cold.I would either like my refrigerator fixed or the original check.
Business Response
Date: 02/23/2025
Dear **** ******,
We regret any frustration however we do not have a claim from you for this current year. The last claim we have for you was from 6/10/24 and then another claim that was placed on 7/12/24. However, the claim that we have for you that was on 7/12/24, it was closed out as unreachable. There does not appear to be any amount being offered to you.
If you have a claim that you need to file, please contact us and we will be happy to place one for you.
Thank you,
Elite

Customer Answer
Date: 02/28/2025
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]
I did issue a warranty claim and finally settled on an amount of $950 to resolve after many dozen phone calls. This claim does date back to last year when my policy was in effect. Extremely frustrated in dealing with this business so sought legal advice before filing this with the BBB. Would like to resolve this without having to take additional actions.

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

Sincerely,

**** ******

Business Response
Date: 03/15/2025
Dear **** ******,
The claim you placed for your refrigerator on June 10, 2024, was diagnosed as having a leak, with a total repair cost of $958.33. As outlined in your policy, Freon for refrigerators and leaks of any kind are not covered, and unfortunately, this claim did not qualify for coverage.
At your request, we arranged for a second opinion, but the technician confirmed the initial diagnosisa leak requiring system replacement. Since this type of failure is not covered under your policy, the claim remained ineligible for coverage. Additionally, our records do not indicate any goodwill assistance was offered for this claim. The claim was officially closed on June 14, 2024 as not covered.
We regret that we are unable to reopen a non-covered claim. However, if you need to file a new claim for a different issue, please feel free to reach out.
Customer Answer
Date: 04/14/2025
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 do not accept this. I filed a complaint and did write down all the conversations I have had. Part of the reason I went with the service from this company is they had a very good BBB rating. I now see a number of unresolved complaints about the company. Too bad. Would like to resolve without having to go to court. Will let the business decide if i should do this and then initiate or joint a social networking effort to dissuade people from using their service

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

Sincerely,

**** ******
Initial Complaint
Date:02/07/2025
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.
February 2 2025 I saw a lot of water on my kitchen floor in front of sink cupboard.I called Elite and told the man (*****) I had a water leak under sink.He ask me to tell him the serial number,model number and brand of disposal.I told him I am 68 with 3 spinal fusions I cant get under cupboard.He said so you want to open a claim.I said yes thats why Im calling Thats why I pay a monthly fee to Elite.He then said he would have to call me back in 24 hours to collect the 79 dollar charge because that department was closed.I didnt accept his response so I hung up and called back and got someone ******* this time Im so stressed and blood pressure rising.They told me they would get right on it.I didnt get a call February 3 2025 after 24 hour period and I called Elite and complained to *****.I told him I was making complaint to bbb and Ive not heard from his company.He said he would have someone out February 6 2025.I said thats not acceptable..He then said waterworks would be out February 5 2025 by 10 am.Waterworks came out February 5 2025 and ******* with waterworks had trouble with Elite approving the repairs and payment.The card kept getting declined and ******* said his billing department would handle it.This whole incident is unacceptable
Business Response
Date: 02/09/2025
Dear *** ************* Elite Home Warranty, we are committed to providing transparent service and upholding the terms and conditions outlined in our coverage agreements, available at ********************************.
We regret any frustration you may have experienced regarding your recent claim. Our records indicate that you submitted your claim on Sunday, the 2nd, at 12 PM, opting for the standard service fee of $75 rather than the emergency service option, which carries a $155 copayment. Per our policy guidelines, standard claims are assigned within ***** hours, and in this case, your claim was assigned on the 3rd, within the expected timeframe.
While your initial appointment was scheduled for the 6th, we accommodated your request for an earlier visit by rescheduling for the 5th. We acknowledge that the technician encountered a payment processing issue on their end, but their office was ultimately able to resolve it successfully.
Based on our review, your claim was processed in accordance with our policy terms. However, we sincerely apologize for any inconvenience you may have experienced. If you have any further questions or concerns, please do not hesitate to reach out.
Customer Answer
Date: 02/11/2025
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:

[Your Answer Here]
I was never informed about an emergency fee of 155 dollars.I have had previous problems with this company.I am researching to find another company to go with.For a home warranty company to have customers go 2 or 3 days with not being able to use sink is not a good company.Along with the h*** they put you through when having a ******** soon as I get with another company I will cancel Elite

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

Sincerely,

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

Business Response
Date: 02/15/2025
Dear *** ******,
According to our records, you received a copy of your policy, which clearly outlines that after-hours service, including weekends, requires an additional fee. As stated in our policy, our standard turnaround time for assigning a technician is ***** hours.
We can confirm that your claim was assigned within this timeframe, and the technician completed the necessary repairs during the same visit.
We regret any frustration you experienced during this process and sincerely hope that your next claim experience will be a smoother one.
Customer Answer
Date: 02/17/2025
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]
I have cancelled Elite as of today.Will not do business with dishonest company

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

Sincerely,

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

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