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

  100 Charles Ewing Blvd Trenton, NJ 08628

  
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  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:12/17/2024

  Type:Order Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I signed up for a home warranty and they deducted $550 from my account but its now been two weeks and multiple calls, no agreement has been sent to me showing me what I signed up for. No account created. All things I kept getting reassured of when I would call - it's coming, etc. I finally decided to call and cancel today and ask for a refund because the customer service has been so bad and I am still in the waiting period. They first told me that they would have someone call me back in 24 hours to help me with the request, they said that a few times - no call back. So, I finally called again and asked to wait - within 2 minutes they got me someone who said they would process the request but that no email confirmation would be sent to me and I just have to wait 7 days for the refund and then I would see an email. I said I need a confirmation that you processed this, and she told me that she could send an email stating my request and I can reply back with yes but they don't send confirmation emails. I am not confident in their abilities and scared they aren't actually processing the refund or canceling my account.

  

  Business Response

  Date: 12/25/2024

  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, ********************************.
  Upon review of your policy that was purchased on 12/2/24, it shows that there was one payment that was paid in the amount of $550.00 which was due on the date you purchased.  We also see that there were two emails sent to you with a copy of your policy, one on the 8th of December and the other on the 13th of December and they both show that they were opened.  However, per your request, we have cancelled your policy with a refund of what was paid.
  Please feel free to contact us with any other questions or concerns.
  
  

• Initial Complaint

  Date:12/17/2024

  Type:Service or Repair Issues
  Status:

  ResolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I am filing a complaint against Elite Home Warranty for using repair companies that not only damage the units they are meant to fix but also provide false diagnoses. I initially purchased a 3-year warranty based on Elite's (at that time) A+ BBB rating. Our dishwasher broke, and after multiple rescheduled visits, the repair technician took a part needed for the dishwasher, leaving it broken. Elite offered to replace it, which we found surprising since it could have been fixed. Later, our ** failed, and the same technician put in a capacitor that was too small, causing further damage to our unit. The ** failed again, and after 10 days without cooling, the issue was finally fixed by a second company. We were then billed for repairs that Elite had assured us were covered and stated they would pay.A few months later, our fridge broke. We called Elite to file a claim (FYI, you can't rely on their website - no one will call you). They said we would get a call for someone to come out. Almost a week later, nothing. Called again. They sent out a guy. He couldn't figure out how to get the fridge back panel off. My husband did it for him. He checked for leaks & verbally told my husband he didn't find any. He told us the issue was the temperature sensor was broken, determined that part needed to be replaced but isn't made anymore. Stated he would put in for a recommendation that Elite replace the machine. Several days of no ******** call and am informed "the issue identified is an unrepairable gas leak" - (FYI, our neighborhood has no gas hookup available) not covered & not what the repairman told us. Elite closed the claim without notifying us, leaving us without a fridge for nearly a month. I canceled the remaining two years on the contract. I've also been receiving final notice bills STILL from the ** repair they assured me was covered & they would pay. Once that HV** bill is paid & my refund from the remaining months are processed, I will consider this complaint resolved.

  

  Business Response

  Date: 12/25/2024

  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, we see that there were 5 claims:
   ** claim, we do see that there was one claim filed on 6/20 which Elite covered in the amount of $399.99. This was for maintenance due to the system being dirty and to replace a control board.  We covered this amount as a courtesy since maintenance related issues are not covered. 
  The second claim that you filed for the ** claim, unfortunately was not a covered claim.  It was stated that the filter was very dirty causing a restriction in the system however, changing the filter resolved the issue.  We did try to reach out to the technician a few times with no success to pay the service call fee of $109.00. We will be happy to pay that amount.  We will again reach out to the technician. 
  
  Please feel free to contact us with any other questions or concerns.
  

  Customer Answer

  Date: 12/31/2024

  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 concerned you all are being lied to by your **********s - the control board on our HVAC was never replaced.  I was present during the repair and he verbally told me everything he was doing - the capacitor was replaced with one too small for the unit and freon put in. The capacitor was replaced 2 times, once with the wrong size which the second ********** sent out said he made a note to you all as the first "fix" had damaged our HVAC unit and taken years off of its life, freon was put in the ***** and the air filter was replaced (with air filters we had bought ourselves and had in our closet, I should add). I understand that maintenance is not covered, but some of the "maintenance" claims that service **********s are telling you have been performed were not performed and should not count towards the cost of the service given as a result.

  Additionally, after canceling our remaining nearly 1.5 year on our contract, we were told over phone no refund could be issued. When signing the contract I was told after the first 90 days a prorated refund minus 8% would be issued if I was unsatisfied with the service. Where did the $1,875 we paid you all for the 3 year contract go (not to mention the additional $70 for each claim filed)?  

  I appreciate you reaching back out to the ********** regarding the bills for the claim your ********** had informed me on the phone was covered, but I am unsatisfied that no refund for the remaining nearly 1.5 years on the contract has been issued as the services provided did not amount to the amount of money we gave you (particularly as several of the fixes either were not performed or were performed in such a way that they caused irreparable damage to expensive parts of our home).

  
  

   

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

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

  

  Business Response

  Date: 01/21/2025

  ****** *****,
  We regret any misunderstanding regarding the refund of the policy however as it states in Section XV.CANCELLATION letter states that C. If the duration of this Agreement extends beyond one year,any services provided and/or paid for by ***,up to the value of the service agreement,will be subtracted from the eligible refund. The refund calculation is as follows:
  The start date of the policy was 6/18/23 and it was scheduled to end on 6/18/26 however Elite provided you with 3 months at no cost to extend the coverage until 9/18/26, for a total of 36 months paid for.  You chose to cancel the policy prematurely on 12/13/24 using only 17 months of the policy. Elite spent between technicians and payouts a total of $811.67.  This amount is deducted from the amount that we would have provided to you as a refund had there been no payouts or technician fees. The total comes to a negative amount of $20.00 which we are not charging you for.  
  In regards to the copayments, this payment is due upon placing the claim, it is not refunded if a claim is denied or if a policy is cancelled. 
  We do understand your frustration and all of our records are correct.  Each technician's service call fee and the amount that we were charged has been carefully documented. Unfortunately there is no refund as we have explained.
  We do wish you the very best and if you have any other questions or concerns please dont hesitate to contact us.
  
  

  Customer Answer

  Date: 01/22/2025

  Better Business Bureau:
  Unfortunately there is no real resolution to be had at this point as Elite has made it clear they do not believe my claims and have refused to give any sort of refund.  At this point, I will just be passing on my interactions to all my associates and warn them against entrusting their homes to this business as it is clear they will not believe those that paid them in good faith, nor uphold their end of the contract.  It is a shame, I had high hopes for this company based on past reviews, but I see their more recent reviews have shown that others have had the same issue with shoddy workmanship, untimely repairs, and claims for work that contradicts original diagnoses and happily results in Elite not having to cover the repairs.
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is as satisfactory to me as it can be as we will have to agree to disagree.
  
  Sincerely,
  
  ****** *****
  
  
  
   
  
  

• Initial Complaint

  Date:12/05/2024

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  We contacted Elite Home Warrantee on November 15 because our freezer on our Sub Zero stopped working. They kept telling us that they would send someone to fix the problem, and finally, more than 20 days later, they state that they had given us $500 last year to fix our freezer when the compressor was compromised. We fixed the freezer and now the heat switch and capillaries are clogged. They are saying that they gave us $500 to replace our Sub Zero (ridiculous!), and that they will not pay for any further repairs on the freezer. It took them 3 weeks after repeated phone calls to have them give us an answer. I believe they are using delaying tactics hoping we will give up.Thank you

  

  Business Response

  Date: 12/17/2024

  
  Dear ******* ******
  At Elite Home Warranty, we are dedicated to providing transparent service while adhering to the terms and conditions outlined in our coverage agreements, available at ********************************.
  Upon reviewing your policy, we see the following claims history:
  1/9/23 (Claim #*****/1): Boiler adapter not covered under the policy, but as a courtesy, we waived the copay and covered the item.
  3/8/23 (Claim #*****/2): Bathtub shower handle not covered, but we refunded the copay and covered the item as a goodwill gesture.
  3/15/23 (Claim #*****/3): Water Flow issue on a bidet this was explained as not covered.
  4/15/23 (Claim #*****/4): Sub-Zero freezer not working claim was later canceled as you resolved the issue yourself.
  5/18/23 (Claim #*****/5): Ice maker motor technician confirmed it was functional but weak. We offered to cover the maximum allowable amount per policy, with the remaining cost your responsibility.
  5/28/23 (Claim #*****/6): Freezer not cooling the technician identified a sealed system leak with no Freon. Per policy, leaks and Freon-related issues are not covered. The technician noted that prior work may have caused the issue.
  8/28/23: Plumbing stoppage claim was canceled after you cleared the issue yourself.
  9/27/23: Ice maker not working despite a previous denial, we approved a diagnosis. The technician reported the system (from 1989) had a compressor failure due to a Freon leak. While this issue is not covered per policy, we provided a $500 courtesy towards a replacement system.
  10/16/24: Boiler not working the issue was determined to be due to low water levels. The claim was canceled per your request after the system started working again.
  11/21/24: Refrigerator not working your technician confirmed this was the same system we previously provided a goodwill gesture for replacement. Unfortunately, we cannot cover a system that was previously denied or for which a goodwill contribution has already been provided.
  We understand your frustration; however, Elite Home Warranty is in full compliance with the terms and conditions of your policy.
  Should you have any further questions, please dont hesitate to contact us.
  Sincerely,
  
  Elite Home Warranty
  
  
  

• Initial Complaint

  Date:12/03/2024

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  To Whom it may concern, I called with an electrical issue 11/9/24, filed a claim online, when I didn't hear back, I called back 11/12/24. Online is not set up to take claims but when you call, they are urging you to file a claim online.Called back 11/12/24, put in a claim, they called 11/13/24 and stated that someone would come out on 11/14/24. I waited all day, no one called or showed. 11/15/24, I called the electric company to see why there was a no call & no show, they stated they had no invoice from *** for my address. I then called *** who called the electric company to get it straight. They then assigned another company, it took 4-5 more days. When the company came out and stated the problem, I called ***. They had me email the diagnosis several times, sent an email saying they got it, and they would get back with me, but they didn't. I finally called them, only to be told that because it was an "Act of God", it wasn't covered. I have been with *** for ***** months and this was my 1st claim, only to be told it wasn't covered. When I took coverage out, they didn't have many complaints, but there seems to be over the last year. It's like they only grant or fix the small claims under $500.00, but anything over that, they find a way to say it's not covered, then they give you the run around, stalling and not getting back in touch with you like they said they would. I was told they received the diagnosis 11/22/24 and they called me the first of the week., but they didn't, so I called them 11/27/24, they claimed they just got the diagnosis the day before, they do a lot of lying and twisting each time you call them!!

  

  Business Response

  Date: 12/16/2024

  Dear *** *************** Elite Home Warranty, we are committed to providing clear communication and upholding the terms and conditions of our coverage agreements, as outlined on our website: ********************************.
  Upon reviewing your policy, we see it was purchased on August 21, 2023, and became effective on September 20, 2023. The contact number provided at the time was ************, which remains the only phone number on file.
  On November 12, 2024, you placed a claim regarding electrical issues in your kitchen, garage, bathroom, and back room, where outlets were popping. You suspected the cause was related to the breaker or electrical box. We dispatched a ********** to your home; however, due to an issue with the first *********** a second ********** was sent.
  On November 20, our concierge team reached out, and you informed us that the ********** had resolved the issue. However, the next day, you contacted us again, stating that the problem persisted and the ********** confirmed the failure was due to lightning striking the box outside your home, which burned the wires.
  As we discussed, this type of failure is excluded under our policy terms, specifically General Exclusions, Item #**, which states that damages caused by lightning, storms, or acts of God are not covered. Despite this, Elite Home Warranty offered to contribute $300 towards the repair costs as a gesture of goodwill.
  After speaking with one of our supervisors, you requested time to consider the offer. Over the following three days, we attempted to reach you multiple times to confirm your decision but received no response. Consequently, the claim was closed due to lack of contact.
  If you would still like to accept the $300 offered for this non-covered claim, we are happy to facilitate this for you. Should you choose to cancel your policy, please note that as it is month-to-month, no refund is available.
  We sincerely regret any frustration you may have experienced and assure you that Elite Home Warranty remains in full compliance with the terms and conditions of your policy. Should you have any further questions or need assistance, please do not hesitate to contact us.

  Customer Answer

  Date: 01/14/2025

  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:

  The response from Elite Home Warranty is the response that they gave me on 11/27/24, for the claim submitted on 11/12/24, finally after I had to keep calling trying to get a decision on whether the claim was covered or denied.The response was rejected and I have not since heard from ***. I paid 16 months of payments without a claim, then the first claim is denied?! I should be able to have all of my money returned to me, therefore I am seeking a new resolution. I have not heard from *** since filing this complaint, they have not reached out to me and they have (2) contact numbers to do so.

   

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

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

  

  Business Response

  Date: 01/26/2025

  Dear ****** ********,
  Thank you for bringing your concerns to our attention through the BBB. Your complaint was submitted on 12/8, and we have provided responses through the BBB platform from that date onward.
  On 12/17, you contacted us following our response on 12/16, stating your intent to cancel your policy and referencing an earlier request to cancel on 11/27. While we have no records or phone logs indicating a cancellation request on 11/27, we explained both over the phone and in our 12/16 response that you may cancel your policy at any time. However, as the policy operates on a month-to-month basis, no refund is applicable.
  We processed your cancellation immediately, ensuring you were not charged for December. While we understand this was your first claim with us, we must adhere to the terms of the policy, which did not cover the failure in question.
  As of today, your policy remains cancelled, and no refund is due. We regret any frustration this situation has caused but assure you that Elite Home Warranty is fully compliant with the terms and conditions of our policies.
  Thank you for your understanding, and we wish you the best moving forward.

  Customer Answer

  Date: 02/12/2025

  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:

                  Elite Home Warranty offered NO RESOLUTION!!!

  I initially put in a claim to EHW on November 12, 2024. It was concerning my electric plug not working and the outlets kept popping out/off.

  They gave me the "run around" and did not call with a decision whether it was covered under the warranty. From day one, I had

  talked to ****** ****, he took the call, he made appointment with the electric company that did not show up or call. I called

  to report this and spoke to a lady within the office, they dispatched another company, they had me email the diagnosis. When 

  it was not received, the lady within his office had me to email it directly to ****** ****. 

                  After the diagnosis was received, he would be the one to give me a call because, she said he was handling the claim. 

  When he did not call me, I called him, she claimed he would call me the next day, therefore when he didnt, on Wednesday, November 27, 2024, 

  this time ****** **** wasnt available so I asked to speak to a supervisor only to learn that the person I talked with, they didnt have a supervisor 

  that went by the name, ********. After learning the claim wasnt covered, I asked the supervisor ******** to cancel the warranty, he stated he

  would. I called back days later and asked for ******, the ***** lady asked what it was that I was calling about, I told her I was calling to make

  sure that ****** ****, had cancelled the warranty and she assured me that it would be cancelled. Here two months later, they are still charging my card.

  
  

                  This is the first time that I have heard that the warranty was month to month, if thats the case, then why is it mandatory

  to put a credit or debit card on file. The supposed supervisor nor ****** **** and his office never told me to call cancellation department 

  or routed me to that department. They said it would be handled. Now the cancellation department claims they have no knowledge of a cancellation request.

  After sixteen payments and first time putting in a claim, that is denied and was mishandled from the start, that warrants a cancellation!!!!!!!!!!!!!!

  The business claims that calls are recorded, please play back the recordings!!!!!! They rip off and cheat consumers and customers. 

  No one is held accountable!!!

   

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

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

• Initial Complaint

  Date:12/03/2024

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  On October 11th, I submitted my first claim with Elite Home Warranty for a malfunctioning A/C unit. I paid the $70 service fee and was told a contractor would contact me within 24 hours. No one reached out, and after waiting a week, I called Elite on October 18th. I was told no contractor had been scheduled because they were verifying if my payment had been received, despite it being processed. This lack of follow-through was extremely frustrating and unacceptable.A contractor was finally sent on October 21st10 days after my initial claim. The contractor diagnosed the issue as requiring 2-4 pounds of coolant and recommended adding leak stop to address a possible leak. He relayed this info to Elite, who stated they would cover up to 2 pounds of coolant but required managerial approval for the repair. I was told this approval would take 24 hours, but no updates were provided until I followed up again on October 24th and 29th.Elites delays continued, and the repair was not completed until October 31st20 days after my initial claim. Meanwhile, my family, including an infant, endured an uncomfortably hot home. Due to Elites inability to act promptly, I was forced to pay $402 out of pocket to resolve the issue. I submitted the invoice via email for reimbursement on the same day, as instructed by **** the claim specialist.Despite following up on November 15th & November 22nd, I received no response. On November 25th, I called again and was told by *******, another claim specialist, that there was no record of my invoice or the situation in my file. To make matters worse, I was instructed to email a supervisor at a fake email address (named ****).This experience demonstrates a clear lack of communication, accountability, and professionalism from Elite. I request an immediate refund of the $402 I paid for the repair. If Elite cannot honor this, I demand a full refund of my policy so I can work with a company that values its customers and provides timely service

  

  Business Response

  Date: 12/25/2024

  Dear ******* *******,
  At Elite Home Warranty, we are committed to providing transparent service and ensuring full adherence to the terms and conditions outlined in our coverage agreements, as detailed on our website, ********************************.
  After reviewing your claim, we noted that while you filed a claim for your AC system, there was a delay in processing due to the payment status of your policy. A technician visited your home on the 21st and determined that your system was low on Freon and needed coil cleaning. However, it is important to point out that due to the systems age (only 7 years), it may still be covered under its manufacturer warranty. If there is an active leak, the manufacturer may address the issue directly. Please be aware that the manufacturers warranty supersedes our coverage. Additionally, our policy does not cover leaks of any kind. The technician did suggest adding a stop-leak solution and additional Freon, but please note that our policy only covers up to $200 for Freon. We did, however, cover the cost of the coil cleaning, which is not typically covered under your policy.
  ****, the supervisor you spoke with, explained that while we can assist with the $200 for Freon, we cannot authorize the stop-leak treatment due to the possibility that the system is still under manufacturer warranty and because the issue involves a leak. This information was conveyed to you, but the line was disconnected before further discussion.
  Following this, we contacted you several times to explain that the cleaning, which we covered at $150 as a courtesy, was outside of your policy coverage. Again, the maximum amount we can offer for Freon is $200, and the stop-leak treatment remains outside of the policy's scope. We reached out to confirm if you would accept the $200 offer for the Freon; however, you indicated that you would only accept $402.61, which unfortunately exceeds the coverage allowed under the terms of our policy.
  You also mentioned that you would like to cancel your policy. Should you decide to proceed with cancellation, the prorated refund amount is $116.02. If you would like to accept the $200 offer for the Freon, we are happy to issue a check, though please note that check processing takes up to 30 business days.
  We regret any frustration this situation may have caused, but please be assured that Elite Home Warranty is fully compliant with the terms and conditions of our agreement.
  Should you have any further questions or concerns, please feel free to contact us.

  Customer Answer

  Date: 12/29/2024

  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:

  Thank you for your response. However, I would like to clarify a few points regarding Elite's most recent entry:

  
      1. Lack of Communication: At no point was I contacted multiple times regarding my claim or any aspect of my complaint. All inquiries were initiated by me, not by Elite Home Warranty. It was extremely difficult to get a straightforward response, and I was even provided with a fake email address. The email for '****,' with whom I was supposedly in contact, resulted in failed delivery notifications multiple times.

  
      2. Disconnected Phone Call: The claim that a phone call was disconnected is completely false. If it truly was a disconnection, why did nobody from Elite Home Warranty attempt to call me back? This lack of follow-up is not good customer. The communication from ********************** has been far below the standard any policyholder should expect.

  
  Resolution of Costs: While I am deeply disappointed that Elite will NOT cover the full $400 balance for their contractor, I am willing to resolve this matter amicably. I ask that Elite Home Warranty refund a $200 check  for coolant and cancel my existing policy immediately, issuing a refund check for the remaining prorated balance as well. Please let me know the effective date of the cancellation.
  

  
  Thank you for addressing these concerns.
  

   

   

   

   

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

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

  Customer Answer

  Date: 05/06/2025

  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:
  

  Yes, please proceed with reissuing the refund check. Could you also confirm the original date it was issued? Its been quite some time since the initial check was supposedly sent, and I want to ensure there are no further delays. I would appreciate it if the reissued check could be mailed out by this Friday, May 10th. 
  
   

   

   

   

  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 are pleased to confirm that a mutual agreement has been reached. As a result, we will proceed with issuing a goodwill check in the amount of $200, which will be mailed within 45 business days from today. You can expect to receive the check on or around July 15, 2025.
  Please note that your policy has been officially cancelled, and we will be unable to process any further claims under this agreement.
  We appreciate the opportunity to have served you and sincerely wish you all the best moving forward.

• Initial Complaint

  Date:12/03/2024

  Type:Service or Repair Issues
  Status:

  ResolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  On November 6 2024 I called to file a claim on my boiler system. Requested that Patriot Plumbing to do repairs. The ****** stated that I needed a new Boiler. Elite home warranty denied the claim stating that I filed the claim only 8 days into the policy. also stating it was a preexisting issue. This was not an existing issue. Boiler never leaked Was serviced on 7/24/24 a circulating pump was replaced by patriot plumbing . There was no leakes in the system anywhere. I called and requested an appeal and they stated they would give me a $300.00 for a 5-6 thousand dollar repair. The system is run year round in the summer just for hot water. then heating for the winter

  

  Business Response

  Date: 12/08/2024

  Dear **** ***********,
  At Elite Home Warranty, we are committed to providing premium services and transparent coverage plans, which are available on our website at ********************************.
  Upon review of your claim, it shows that you purchased your policy with us on 9/29/24 and it went into effect on 10/29/24. On 11/6/24 you placed a claim for your heating system stating that the furnace was not working properly also you had stated that the system was in fact leaking.  You requested to use your own technician which we agreed and after the technician went out to your home, he explained that the system needed to be replaced.  Once we explained this situation to you, you stated that this was the first time that you had turned the system on for the season and you were not aware.  While we understand that this was very upsetting to you, we do have to abide by our policy.  Our policy states that any seasonal item must remain operational for 30 days from the effective date. Also, that any item entering the policy must be in proper working order for the start of the policy. Again, your effective date was on 10/29/24 which was 8 days into the policy.  
  Although the failure of having a leak or a non-operational system that you did not turn on before the policy began is not a covered claim, Elite did offer to provide you with a courtesy of $300 at that time.  However, you disconnected the call.  Although we did try to contact you back to offer you a refund of the paid policy of $233.97 since you seem to not agree with our terms, we were not able to reach you.
  Please feel free to contact us if you wish to receive the refund of your policy.
  
  

  Customer Answer

  Date: 12/16/2024

  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]

   Once again they have to be told that the system runs all year long !!!.  In November when the zones called for heat because it turned cold like they are supposed to is when the leeks happened .  This system heats the hot water all year long . It is never shut down . So there claim it was not running for 30 days is a lie.. They are also aware that on July 20 2024 Patriot Pluming replaced  the circulating pump. He has already told them there were no leaks when it was done.

  They are just trying to get out of replacing a furnace since I have not been with them for a long time

   

   

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

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

  

  Business Response

  Date: 12/25/2024

  
  **** ***********,
  Again, we do understand the frustration that this has caused however being that your policy was active for 8 days when you placed the claim, would not constitute a covered claim. Our policy states that all systems must be working for a continued 30 days from the effective date of the policy, again, you were on day 8. 
  Your technician explained that your system was leaking which is not covered under our policy. 
  We have offered to provide you with a full refund of the paid policy since you clearly disagree with our terms and conditions.  Unfortunately this is the only option that we can offer. 
  If you would like to accept, please contact us.
  
  

  Customer Answer

  Date: 01/01/2025

  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 once payment is received ASAP
  
  Sincerely,
  
  **** ***********
  
  
  
   
  
  

• Initial Complaint

  Date:11/26/2024

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  Bought Elite Warranty on July 3, 2024. On September 18th plumbing leaks where detected in the home at two points. Contractor was engaged to repairs said problems. I have forwarded on two occasions worksheet and invoices for the repairs. I have called to find out what the status of my claim is. I was told twice I would get a phone call, get back to me, etc. This has not happened. I have spent $5300.00 on the fixes. All I ask is for Elite to stand by their warranty and contact me with status. Thank you.

  

  Business Response

  Date: 12/08/2024

  Dear **** ********
  At Elite Home Warranty, we are committed to providing premium services and transparent coverage plans, which are available on our website at ********************************.
  Upon review of your policy, it shows that you placed a claim for a leak coming from your master bath on the second floor and it was going to the light fixture.  We sent out a technician who explained that you have an aftermarket glass shower door and that the seal around the door was no longer there.  They stated that the door was falling off and there was no sealant sound at the door of the shower which was causing the leak to occur when the shower was in use.  As we explained, that is something that we do not cover under our policy since it is not a plumbing issue or a mechanical issue.
  We do see that you have since cancelled the policy with us.  We wish you all the best.
  Elite Home Warranty
  
  

  Customer Answer

  Date: 12/11/2024

  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 reply Elite sent you is not accurate.  I have included a copy of their own plumber, who was first to inspect and listed diagnosis for the job.  Uploaded also is the worksheet documentation that explains the extent of needed repairs.  After phone call, after phone call to Elite, I said to just cancel my account and give me my pro-rated refund.  First night of my conversation regarding cancellation,  I was told I would received $240.00.  The very next night I was told it was wrong and my refund is $160.  Hopefully, BBB can see the  

   

   

   

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

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

  

  Business Response

  Date: 12/22/2024

  Dear **** ********,
  The document you provided to us states that you have to have a replacement window for the bathtub/shower.  Please note that this would be for the shower door which was advised was falling off.  As we mentioned in our previous response, we unfortunately do not cover such failures. 
  Regarding your policys refund, we do see that the refund was accurate however, if you feel that it wasnt please contact us and we will be happy to go over the amounts with you.
  Thank you,
  Elite
  
  

  Customer Answer

  Date: 12/24/2024

  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:

  First the shower door was not falling off as "your" representative stated.  Secondly the window that had to be replaced was shattered by a warrant golf ball.  The window had nothing to do with the shower, nor did I try to place any claim for said window.  Worksheet were provided to Elite showing the actual plumbing damages and need for repairs.  I have provided ample information to document the claims.

   

   

   

   

   

   

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

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

• Initial Complaint

  Date:10/21/2024

  Type:Service or Repair Issues
  Status:

  ResolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I am filing a complaint against Elite Home Warranty due to unresolved issues with their service. Despite multiple attempts (via calls or emails ) to resolve this directly with the company , I have not received any response or call backs or emails Details of the Complaint:HeaterUnit Failure: On October 2nd , 2024, my heater stopped working and it was the start of a bad cold in upstate nyFirst they scheduled a technician who didnt show up. Then I called them back and they scheduled another technician few days later.. he came in and diagnosed the issue and gave me and elite hw via email the estimate for repair.Elite hw told me that they will get back to me with the decision on how much they are ready to pay but since then no response from them. I tried calling elite he multiple times, left voicemail, sent multiple emails - still no response. All this while me and my family are living in the cold ..Impact: after no response from Elite hw , I decided to pay from my own pocket , cost me aground $1000.Requested Resolutions: Need a response on decision from elite hw with reimbursement on either the warranty amount I paid (I paid for a 3 year warranty service and I am satisfied due to the lack of response )

  

  Business Response

  Date: 10/25/2024

  Dear ***** *******,
  Upon reviewing your policy, we note that you purchased coverage with us on October 18, 2023, and we have since assisted you with several claims.
  Regarding your heating claim, the records indicate that you submitted it on October 7, 2024, reporting that this was the first time during the season that you had turned on the heat.
  The technician who inspected your system reported significant corrosion on the gas valve and a faulty gas flow valve that needed replacement, along with the hot surface ignitor.
  We reached out to the technician to determine if the corrosion was the primary cause of the failure. However, we learned that the repairs had already been completed before we could obtain further details.
  According to the terms of your service agreement, specifically Section XI: Limitations on Liability, letter H, seasonal items must run for 30 consecutive days during the agreements effective term within the appropriate season to be eligible for coverage. As this was the first time you turned on the heating system this season, the system did not meet that requirement. The same section also states that if the system fails to meet these criteria, we would offer up to $500 toward repairs or replacement.
  In an effort to further assist, we attempted to obtain additional information from the technician. Unfortunately, rather than providing us with a detailed report, they submitted an invoice indicating that corrosion was the cause of failure.
  Per the policy terms under Section XI: Limitations on Liability, letter J, Elite Home Warranty is responsible for covering failures due to rust or corrosion, with an aggregate limit of $500.
  However, we also discovered that the repairs were completed without prior approval, which is a violation of our policy. Section V: Filing a Claim, letter C, explicitly states, We will not reimburse you for services performed without our prior approval of your claim.
  We regret that we are unable to offer compensation in this instance, as we are bound by the terms of the service agreement.

  Customer Answer

  Date: 10/25/2024

  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]

  As Elite home warranty says, if there was a clause in their agreement that the item/heater should be turned on atleast 30 days before they can reimburse for anything, why was I not told the initial time I made that call. Even the second time I talked to a claim specialist they did not mention that to me. Very rarely a customer/client goes thru the small starred laws in the agreement when something breaksdown. The staffs of elite home warranty could have let me know about that.
  
  Also the claim specialist said that they will get back to me within 2 days after talking to the technician about the problem the first time. I tried reaching the claims department several times via email and phone and nobody was responding. I talked to the technician who repaired the heater (on my own cost) and he said nobody from elite had contacted him asking for any detailed information. As much as I agree with the laws, I have to iterate the fact that there wasn't a mistake/communication from elite home warranty. With small kids at home in cold (without a working heater) I waited several days to hear from elite home warranty, trying myself several ways to get hold of somebody who I could talk to.
  
  Could the claim specialist or somebody at least call me and let me know what's happening or if you are waiting for any information from the technician? After talking to my technician, he mentioned that he had given all the details on the first day after the diagnosis and hasn't received any further communication/requests from elite home warranty.

  Thank you for helping with several claims in the past, but continues support until the end of my warranty is expected. at least when I am trying to call and send emails multiple times looking for information. But was not happy with the way this issue was dealt this time.

   

   

   

   

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

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

  

  Business Response

  Date: 11/03/2024

  Dear *** ************** regret to inform you that your claim has been closed due to the repair work being completed without prior authorization, as outlined in our previous communication.
  Regarding your questions about the policy terms, when you purchased your policy, a copy of the agreement was provided. You had ************************************************************** full. If you disagreed with any terms, you had the option to cancel within this period for a full refund. Once the policy is in effect, we proceed with the understanding that the terms have been reviewed and accepted.
  We understand this may be frustrating and apologize for any inconvenience. Please know that we are adhering to our policies terms and conditions. If you file another claim in the future, we would be happy to assist.

  Customer Answer

  Date: 11/04/2024

  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this response to apologize for any confusion casued is satisfactory to me
  
  Sincerely,
  
  ***** *******
  
  
  
   
  
  

• Initial Complaint

  Date:10/17/2024

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I am filing a formal complaint against Elite Home Warranty for what I believe are fraudulent practices in denying legitimate claims that should be covered under their policy. I have been a customer of ********************** and submitted two valid claims for the replacement of my Casita air conditioner and the repair of my pool heater, both of which were denied without valid reasons.I have attached a formal letter below.Thank you.

  

  Business Response

  Date: 10/25/2024

  *** *************** reviewing your policy, we see that it was purchased on May 21, 2024, with coverage beginning on June 20, 2024. The policy was emailed to you on May 25, 2024, and records indicate that it was opened.
  On June 25, 2024, you filed your first claim, reporting that the air conditioning system in your guest house was blowing warm air. Although this was just five days into your policy, we promptly dispatched a ********** to diagnose the issue.
  The ********** determined that when your system was converted, the installer failed to perform a line cleanout and left Freon in the system. He also noted that the system was still under manufacturer warranty and that the compressor had overheated, recommending replacement.
  While our policy does not cover issues arising from improper installation or items covered under a manufacturer warranty, we extended a goodwill gesture of $300 to help offset your repair costs. You disagreed with this outcome and requested a second opinion.
  As per your request, Elite Home Warranty arranged for a second ********** to inspect the system, at no cost to you. The second ********** provided the same diagnosis as the first.
  On July 30, 2024, you submitted a second claim for your pool heater, stating it was not functioning properly. We initially dispatched *********************** but they were unable to provide an estimate. As a result, we sent out Pool Stars, where the **********, *****, determined the heater had failed due to normal wear and tear. He noted that the heater was 20 years old, and parts were obsolete. He recommended replacing the Pentair Mini Max heater with a Pentair MasterTemp at a total cost of $3,950.
  During our conversation, we explained that your policy was in a past due status for payment and that the systems failure could not have occurred within the policys coverage period. As outlined in the terms of the agreement, all covered items must be in proper working order at the start of the policy. We do not cover pre-existing conditions, whether known or unknown. Both the air conditioning and pool heater claims fall under this exclusion. Despite this, we offered you the maximum policy benefit of $300 for each claim. However, before any payment could be issued, we informed you that your account was still marked as past due.
  Additionally, we offered assistance in searching for a less expensive replacement for your pool heater, though we were unable to find one.
  In the meantime, you filed a third claim regarding your garage door. Unfortunately, we were unable to reach you to inform you that the door itself is not covered under our policy.
  Regrettably, the policy has since been canceled.
  We understand your frustration, but Elite Home Warranty remains fully compliant with the terms and conditions of our policy.

• Initial Complaint

  Date:09/27/2024

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I entered into a service agreement with Elite Home Warranty expecting timely repairs and replacements for covered appliances and systems. My experience has been disappointing and frustrating. On or about 6/14/24 I submitted a claim for my l AC, which had malfunctioned. They sent a repair person who diagnosed the problem and sent *** a work order that was never fulfilled. After a week, I finally got in contact with someone, and stated they paid the claim to the company. That never happened.On or about 8/18/24, I submitted a claim for my Hot Water Heater, which had malfunctioned. They never sent a contractor. Hot Water is a housing necessity, which constitutes an emergency. I never heard back from them. I had to find a repair person and pay for a new unit out of pocket. The Manager emailed after threatening to report the company to the State. She had someone call me and offer me $500 to keep me as a customer because the repair wasnt covered. See the pattern? According to the terms of our contract, I anticipated prompt service and repairs; however, it has now been months, and I have not received assistance regarding my claims. Compounding the issue is the lack of responsiveness from ***'s customer service. I have made multiple attempts to reach them, only to experience long wait times and delayed callbacks. During emergencies, waiting days for a response is unacceptable, and I have been forced to find repair service, leading to unexpected expenses that I believed would be covered. The company will state an item isnt covered but offers a Good Faith payment that is of the published covered amount, of course cash cash-strapped people, especially seniors, will accept. *** never sends any correspondence by email. They are predators and their practices are deceptive. The egregious breach of service and failure to communicate has caused significant inconveniences and financial burdens when I thought I was being precautionary by obtaining these warranties.

  

  Business Response

  Date: 09/28/2024

  Dear ******* ******,
  At Elite Home Warranty, we take great pride in providing high-quality services, ensuring a smooth experience, and offering clear and transparent coverage plans, which you can view on our website at ********************************.
  We see that you purchased a policy on April 3, 2024, which became effective on May 3, 2024. On June 13, 2024, you submitted a claim reporting that your air conditioning system was leaking water, although you believed the condensation line was clear.
  On June 17, 2024, * * * ******** contacted us with a diagnosis. They found that the evaporator coil was restricted, with only half of the coil cooling despite being fully charged. The technician indicated that certain modifications were needed to bring the system up to code. The quote provided was $2,706.70, including the new coil and miscellaneous materials ($1,102.70), ductwork modifications (safety float switch, duct sealing tape, mastic sealant, carbon monoxide monitor) for $650, and labor at $159 per hour for 6 hours ($954).
  As per our policy, modifications, system upgrades to meet code, and any leaks associated with air conditioning systems are not covered. However, as a gesture of goodwill, we offered to cover half the cost of the coil replacement, which amounted to $551.35, paid directly to the technician.
  You submitted a second claim on August 19, 2024, regarding your second air conditioning system, which was not blowing cool air. We dispatched a technician, and on August 23, 2024, we informed you that they would visit your home on August 27, 2024. However, when the technician arrived, there was no response, and attempts to reach you went directly to voicemail. Despite this, the technician returned on September 13, 2024, and reported that the system was functioning properly at that time. He did note, however, that the evaporator coil was heavily rusted and could potentially leak in the near future. He recommended replacing both the coil and the condenser unit to accommodate the newer refrigerant, as the older one is now obsolete. We explained that while the system will eventually need replacement, since there was no failure yet, and because the refrigerant upgrade is not covered under the policy, we would not be able to approve the claim at this time.
  Regarding your second policy, which was also purchased on April 3, 2024, and began on May 3, 2024, you submitted a claim on August 18, 2024, for your water heaters pilot light malfunction. As per our policy, re-lighting a pilot light is not covered. However, we dispatched a technician from ******** Plumbing to diagnose the issue. The technician found that your 50-gallon gas water heater, installed in 1996, had multiple corrosion points and signs of a slow leak. He also noted that the unit lacked a proper pan and that the expansion tank was installed before the service valve, which is incorrect. For the expansion tank to function properly, it must be installed after the shut-off valve to manage system pressure.
  On August 23, 2024, we explained that while our policy does not cover upgrades to bring systems up to code or replace missing parts, we would still offer coverage based on the systems age (28 years). The maximum amount we should have offered under the policy was $400, which is 20% of the $2,000 maximum coverage. However, as a courtesy, we increased this offer to $500.
  We spoke with you on September 3, 2024, and you expressed dissatisfaction with the outcome and policy terms. You mentioned you would contact us again, but since we have not received a response, the claim has been closed. If you would like to accept the offered amount, please contact us, and we will be happy to assist you.
  We regret any frustration these claims may have caused and remain available to help with any future needs.

  Customer Answer

  Date: 09/30/2024

  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 never sent a repair person to my home for the Hot Water heater claim. We have to be honest if we are going to have a resolution. ******** NEVER came to my home and never gave you a diagnosis. I sent you mine The heater lasted a long time, and it was to code when it was installed. My technician said the corrosion may cause leaks.

  Your business has a practice of not paying claims for items that are covered. You want to deny claims until something leaks for your company to state that it does not cover leaks. Your business is dishonest and predatory and you will offer a good faith payment that is a fraction of what's covered, hence why you never send any correspondence in writing.

  You were dishonest about my AC claims and dishonest about the Hot Water Heater claim. Please return my money and cancel my three contracts now.

   

   

   

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

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

  Customer Answer

  Date: 10/17/2024

  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]

   Once I receive your email stating the policies have been cancelled and the refunds for the policies:

  57793 $69.99

  57794 $59.99

  57795 $59.99

  my complaint will be satisfied. 

   

   

   

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

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

  

  Business Response

  Date: 11/03/2024

  Dear *** ***************** the terms of our policy, we normally do not provide refunds for monthly policies however we have agreed to do so for the 3 you have requested to cancel.  You will receive an email upon cancellation.

   

  Thank you,

  Elite Home Warranty