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

  112 North Curry Street Carson City, NV 89703

  
• 

  Elite Home Warranty

  15 West South Temple Suite 600 Salt Lake City, UT 84101

  
• 

  Elite Home Warranty

  2626 Glenwood Avenue Suite 550 Five Points, NC 27608

  
• 

  Elite Home Warranty LLC

  222 Jefferson Blvd Warwick, RI 02888

  

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:09/17/2024

  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 complaint against Elite Home Warranty due to unresolved issues with their service. Despite multiple attempts to resolve this directly with the company, I have not received a satisfactory response.Details of the Complaint:Air Conditioning Unit Failure: On September 13, 2024, my air conditioning unit stopped working, severely impacting my family in the extreme Las Vegas heat.Additional Fee for ****************** I paid $165 to expedite a technicians visit within 24 hours, but the technician did not arrive as promised.Technicians Findings and Company Response: The technician, who arrived on September 16, 2024, confirmed the issue should be covered by the warranty. However, Elite Home Warranty later denied ****************** Impact: I have incurred $2,900 in expenses, including:$165 for expedited service Additional repair costs Lost wages from taking four days off work Health issues due to the lack of air conditioning Requested Resolutions:Full refund of the $165 for expedited service.Reimbursement of $2,900 for total expenses, including repair costs and lost wages.Coverage of repair costs as initially promised.Compensation for the health impact and inconvenience caused.I seek your assistance in resolving this matter fairly, as my attempts to address it with Elite Home Warranty have been unsuccessful.Thank you for your help.Sincerely,**** ****** ************

  

  Business Response

  Date: 09/19/2024

  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, ********************************.
  We see that your policy began on 6/16/24 and 85 days later on 9/13  you placed a claim for your HVAC system stating that the system was not cooling and you stated that there was a possibility of a leak.  We explained before the claim was placed that if there was a leak, we would not be able to assist since our policy specifically does not cover such failures. 
  A technician was out at your home within the time allotted per the terms of our policy. (***** hours) and on 9/15 he explained that the failure with the system was due to a factory welding that did not hold and leaked out all the Freon, he stated that the pipe had to be removed, replaced due to a manufacturing defect along with adding 12 pounds of Freon at $85 a pound. .
  Please note that our policy does not cover either of these failures.  Please see the Section listed under General Exclusion number ******************************** replacement required as a result of manufacturer defects. are not covered.  Also, it states under a section labeled as Systems Coverage - Coverage Details- Not Covered ...leaks of any kind are also not covered.  However, regardless of the stipulation of our policy, we did provide you with a goodwill gesture of $300 to help offset the total cost of the repair.
  We do regret any frustration however, Elite Home Warranty is in full compliance with our terms and conditions of our policy.
  Please feel free to contact us with any other questions or concerns you might have.. 
  
  

• Initial Complaint

  Date:09/09/2024

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  OMG!!!! Please help!!! This Elite home warranty CONSTANTLY texting me. Each text from them comes from a different phone number. After I hit block on my phone the texts continue using another number This has been going on for maybe 50 times! Absolute torture. Absolute scam. Please help ***** why do i say scam? Because i had a plumber out to my house under a different home warranty (I have American Home Shield) the next day I was inundated with Elite Home Warranty texts. I suspect the plumber provided my name and phone number for compensation to Elite Home Warranty. The coincidence is suspecious. Please help me if you can. Please

  

  Business Response

  Date: 09/22/2024

  Dear ******* *****,
  We sincerely apologize for any inconvenience you've experienced. However, we want to clarify that our phone numbers do not appear as different numbers, and based on your address, it seems you are located in **********, which is outside our service area. We hope the calls youre receiving come to an end, but please be assured they were not from our company.

• Initial Complaint

  Date:08/29/2024

  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 filed a claim back in JUNE 2024 for my fridge it is now almost September and they sent out 2 techs to look at my fridge and are now saying they won't over it because it is outside (under the roof) when I had to move it from inside to outside so I can fit a temporary fridge inside my home. Every time I call they say a manger will call me the next day and I never recieve a call.

  

  Business Response

  Date: 08/30/2024

  ****** *******
  At Elite Home Warranty, we take pride in delivering premium services to our customers, ensuring a seamless experience, and offering transparent coverage plans, which are accessible on our website at ********************************.
  After reviewing your policy, which began on May 15th, we noted that you placed two claims on June 15thone for your oven and another for your refrigerator. For the oven claim, we provided you with the maximum amount permitted under your policy within the appropriate timeframe. However, the second claim for the refrigerator was not covered.
  We arranged for ***** ************* to visit your home, and their assessment revealed that the refrigerator was not located within the main confines of the home. As stated in Section III, Coverage Overview, Letter F of our policy, all covered items must be installed within the main foundation of the residence to qualify for diagnosis. The technician reported that the refrigerator was on a porch and was filled with dirt, debris, and leaves. Due to these conditions and the terms of our policy, we are unable to provide coverage for this system.
  We understand your frustration, but please know that Elite Home Warranty is in full compliance with our terms and conditions.

  Customer Answer

  Date: 08/31/2024

  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:

  It WAS in the main confindes of my home! It took you guys 2 months to come and look at it! What am I supposed to do leave a refrigerator that does not work like it should in my house for 2 months until you guys get it together? It's been under a roof and not getting rained on or sun. And you did NOT resolve my oven claim until I called about 50 times and it was not "in a timely manner".  

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

  Customer Answer

  Date: 09/04/2024

  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.

  They did not fix the fridge like they said they would. 

   

   

   

   

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

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

  

  Business Response

  Date: 10/12/2024

  Dear ****** *******,
  As mentioned in our previous communications, we are unable to provide coverage for items located outside the main foundation of the home. Unfortunately, this includes the refrigerator, and we are unable to offer assistance for it.
  Sincerely,
  Elite Home Warranty

• Initial Complaint

  Date:08/27/2024

  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 am writing to file a complaint against Elite Home Warranty company.Elite has denied covering a claim that I have made for the repair of my above ground swimming pool equipment for which I bought coverage for as part of a home warranty plan on my new home in **************. I purchased the Home Warranty plan at the closing of my new house on April 9th 2024. The plan as explained to me was to cover all items under the Elite Complete plan as well as the Add Oncoverage of ********** equipment covering any and all ********** Equipment located above ground.Upon closing I was informed by Elite that they would waive the 30-day waiting period for filing any claims; thus making my coverage active immediately upon closing.I opened a claim on 4/22/2024 for a leak I discovered in my above ground pool plumbing after moving into the home. It took almost a month for them to get someone out and since then have consistently ignored my phone calls and emails, failed to communicate any updates on my claim, closed my original claim without my consent claiming they could not get a hold of me, admitted to having a bad employee that doesn't follow up with customers (my claim concierge), stated that they would cover the repair then denied coverage when the technician provided the estimate for repair, and now state that I opened the claim too soon to the start of coverage (after 4 months of having an open claim and after being told I did not have to wait the 30 day period). Elite has failed to address my need for repair for which my policy is supposed to cover.Because of the lack of response and attention, new issues have been introduced (additional leaks and motor issues) and the scope for repair has *********** addition to submitting here I have opened complaints with the NY and ************ Commissioners. Elite needs to honor the insurance policies they sell to consumers.

  

  Business Response

  Date: 09/07/2024

  Dear **** *********,
  
  At Elite Home Warranty, we take pride in offering premium services, ensuring a smooth experience, and providing clear coverage plans available on our website at ********************************.
  
  Upon reviewing your policy, we see that you purchased it on April 9, 2024, and it became effective immediately, bypassing the typical 30-day waiting period. However, the remaining terms of the policy are still in effect.
  
  On April 22, 2024, you filed a claim for your pool, citing multiple issues, including a suspected leak between the filter and the motor. You also mentioned broken covers, which we informed you were not covered since they are not mechanical components of the pool. Additionally, as your policy was new, we explained that all items must be in proper working condition when they enter the policy. For seasonal items like a pool, Section XI, Limitations on Liability, Letter H, specifies that these items must be fully operational for 30 consecutive days during the agreement term for coverage to apply. Despite this, we offered to send a technician to evaluate the issue.
  
  Unfortunately, we had difficulty reaching you, and after multiple failed attempts, the claim was closed as unreachable.
  
  You then filed a second claim for the same issue on June 10, 2024. On that day, our dispatcher ****** provided you with the name of a company that would contact you directly to schedule a visit, as you mentioned you were traveling.
  
  On June 15, 2024, you informed us that a technician had already come out and replaced the pump without prior approval from us. Our policy requires prior approval for any repair or replacement to be considered for coverage, as stated in Section V, Filing a Claim, Letter C: "We will not reimburse you for services performed without our prior approval."
  
  Our claims concierge attempted to reach you again on July 21, 22, and 25, and finally spoke with you on August 16. During that conversation, it was explained that your policy had only been active for a few days when you filed the initial claim, and while the policy does limit coverage in the first 90 days (Section XI, Limitations on Liability, Letter A), it provides up to $300 in coverage during this period. As a gesture of goodwill, we offered to cover half of the repair cost, which we estimated to be $433.30, bringing the total to $866.60. However, in recognition of the communication challenges from your first claim, we offered to cover the full amount of $866.60.
  
  At that point, you informed us that the $866.60 was only for secondary damages from the initial claim, and that there was also a gas leak and the heater needed to be replaced. We explained that gas leaks are excluded from coverage under Section X, General and Partial Exclusions, Number 19, and secondary damages are also excluded under Number 13. Despite this, we were still willing to assist with the $866.60.
  
  We received the following estimate from the technician:
  
  ZeoSand (6 units) - $197.94
  Raypak 206 ASME High Altitude Heater - $2,789.98
  Pump motor/wiring/new pump seals - $710.67
  PVC/Unions/Fittings - $125.98
  Update ******************* Line/Fittings - $98.99
  Electrical Conduit - $56.98
  Labor - $3,320.00
  Subtotal: $7,300.54
  Sales tax (7.63%): $556.67
  Total: $7,857.21
  Unfortunately, as previously explained, we cannot be liable for these repairs, but we remain willing to assist with the $866.60 offer. We reiterated that the original claim was filed just days after your policy began, and as per our terms, all items must be in proper working order at the start of coverage. The maximum amount we should have offered was $300, but we exceeded this to help.
  
  We regret any frustration this has caused, but please know that Elite Home Warranty is in full compliance with the terms and conditions of our policy.

  Customer Answer

  Date: 09/20/2024

  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 do not agree with Elite Home Warrantys assessment of the claim history for the issue with my pool.  They claim to have attempted to contact me without success during my claim process without providing any evidence of such communication. I never received any email or voicemail from the Elite team during the first few weeks of my claim.   The truth is that they are the ones who failed to provide adequate service and response in a timely manner; which has resulted in a continued system failures of the pool for which I am covered.  I have provided documentation of all of the communications received by them and it is clear that I was ignored for weeks and months at a time. 
  Furthermore, I am only seeing my actual policy and coverage terms now after having to file a complaint with the New Mexico Office of Superintendent of Insurance.  Elite failed to email or mail my actual terms of coverage after purchasing the policy. They touted a web portal for handling claims which still is not available to this day.  I have received no official offer of repair or compensation for my claim.
  After reviewing the policy and its terms, I formally request that Elite Home Warranty pays the maximum allowable amount of $1,500 toward the pool plumbing repairs recently diagnosed by their technician.  The pool was in working condition before and after the purchase of the property, and Elite waived the 30 day waiting period for making a claim. I was never informed on the phone or in writing that there were additional requirements for making a claim on a seasonal item  The idea that an additional 30 days of the pool being in operational working condition is a direct contradiction to having the 30 day waiting period waived.
  During the inspection, the technician identified a significant plumbing leak as well as other related issues that require immediate attention. The leak is related to the heating unit, which is a covered item, and was recommended to be replaced by the technician.  The gas leak is an additional issue with the heater that further demonstrates the need for replacement. The secondary issue of the motor needing replacement occurred while waiting for the initial problem to be resolved.  They sent their technician over and he fixed it.  Never was I told that I needed prior authorization before having it repaired.   After obtaining estimates, it is clear that the total cost of the necessary repairs will exceed the $1,500 limit covered by the policy. While I understand the terms of the coverage as now explained to me, I am requesting that Elite Home Warranty fulfill the maximum payout to help mitigate the financial burden of these unexpected repairs. I trust that Elite Home Warranty, in keeping with its commitment to customer satisfaction and coverage, will approve this request promptly. 

   

   

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

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

  

  Business Response

  Date: 10/12/2024

  Dear **** *********,
  We regret any frustration you may have experienced. However, we have previously provided documentation demonstrating our attempts to contact you, and we are happy to resend that information along with proof that you received and opened your policy on April 11.
  While were glad to hear you have reviewed the terms of your policy, however we are unable to make exceptions to the outlined terms and conditions, as previously explained. If you choose not to accept that amount we have previously offered, we will have no choice but to close the claim, as we are unable to take further action.
  
  Sincerely,
  Elite Home Warranty

• Initial Complaint

  Date:08/19/2024

  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 purchased a home built in 1962, with appliances about as old. I bought a home warranty plan for that reason. I told the agent the age of our appliances and home, he said no problem, even the website states there is no age limit on appliances with the company. I paid ******* for a 3 year protection plan. I filed a claim on our wall unit oven 4 months later. They said they would send someone out, a week later and 3 phone calls later a repair man called me. CALLED me. He asked me to text him photos of the oven & tell him what it was doing. I paid ***** to text a man pictures of my oven. A week later I had to call Elite since they were not going to call me. I was told that the repair man told them it was electrical and that is not covered. Of course it's not. I had a few things to say about the lie I was told when I purchased this plan and after demanding my money back on the 3 year purchase and a 30 minute wait on hold, the same man offered me ****** towards the purchase of a new oven. Really? I accepted because I had no other option but I still have to pay an electrician ****** an hour to come out here and install it since it is a wall unit it's not a plug in and go type. I am still in the dispute phase of this but I will not stop until i get a full refund on my "protection plan". I have seen from the reviews that this is a common practice with this company. Beware.

  

  Business Response

  Date: 09/01/2024

  ***********************,
  At Elite Home Warranty, we take pride in providing premium services to our customers, ensuring a seamless experience, and offering transparent coverage plans available on our website at www.elitehw.com.
  Upon reviewing your claim, we see that you reported an issue with your oven and stove on 8/8, noting that they were not working properly. After receiving your claim, we requested your availability for a technician visit, and you indicated that Friday, 8/16, would be your preferred date.
  On 8/13, we informed you that a technician had been assigned to your claim and would contact you directly to schedule the appointment. On 8/19, you reached out to us, stating that the technician had visited your home, assessed the situation, and determined that the oven was not worth repairing. You inquired about what steps we would take next. We explained that we had just received the diagnosis and that, while the system did not have a mechanical failure, the wires were burnt, which is typically not covered under your policy. However, since you were still within the first 90 days of your policy, we offered $500 as a courtesyabove our usual $300 goodwill payment. During the 8/19 call, you asked if accepting the funds would affect the status of your policy, and we confirmed that your policy would remain active. You agreed to accept the offer, and we mailed the check to you.
  On 8/28, you contacted us again, expressing your desire to cancel your policy. During this call, you mentioned that no technician had visited your home, which contradicted the information you provided on the previous call. Your main concern, however, seemed to be the billing for your policy, as you were under the impression that the total cost would be spread out over three years, rather than within four months. We processed a refund of your copay as requested. If you wish to proceed with canceling your policy, we will have someone reach out to you to provide details on the refund amount.
  We regret any frustration you have experienced. Please feel free to reach out to us if you need further assistance.

• Initial Complaint

  Date:08/14/2024

  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 called and filed a claim for refrigerator not working on Friday August 9th 2024 at 8:30am. I didn't hear back from Anyone Over ******************* so I called again on Monday August 12th at 9:25am and ask for a supervisor. I was told that they didn't see where I placed the claim on Friday and all claims take 24 to 48 hours not including weekends but a supervisor would call me back within an hour or so. I have yet to hear backand it is now Tuesday August 13th at 11 AM.

  

  Business Response

  Date: 08/23/2024

  *****************************
  At Elite Home Warranty, we take pride in offering premium services to our customers, ensuring a seamless experience, and providing transparent coverage plans accessible on our website at www.elitehw.com.
  We are happy to hear that this claim has been resolved and that the system was able to be repaired.
  Please feel free to contact us for any further issues you may have.
  
  

• Initial Complaint

  Date:07/29/2024

  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 signed up for a home warranty policy through Elite Home Warranty. I filed a claim because my HVAC system stopped working. They sent out a company that tried to rip us off for $1600. None of which EHW would cover. They sent a different company that said the fuse swig and been turned off and our system is fine. They also said they dont do business with EHW. Im trying to cancel my policy and Im getting no where. Ive emailed and called with no results!!!

  

  Business Response

  Date: 08/10/2024

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

  
  At Elite Home Warranty we pride ourselves on being a very transparent company that truly cares, truly honest, and will do anything we can to help. Our Service Agreement can be found on our website for anyone to view at *****************************************************************.

  
  We sincerely apologize for any frustration or inconvenience you may have experienced. We see that our cancellation department has made multiple attempts to reach you to process your refund, but without success. As a result, we have proactively refunded your last payment of $63.82. You will receive an email confirming that your policy has been canceled.

  
  Were always here to offer genuine support. Please dont hesitate to return our calls at your convenience. We wish you all the best.

  
  Elite Home Warranty
  

  
  

  Customer Answer

  Date: 08/12/2024

  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 want a full refund. Not for just 1 month. I was under the understanding EHW had local repair contractors and they dont. I was also under the understanding that EHW paid the contractors directly. And they dont. I have to pay them first and then send in the bill for reimbursement. I want every ***** back that I have given EHW!!

   

   

   

   

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

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

  Customer Answer

  Date: 08/20/2024

  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 was never paid back any co-payment. This is why Im requesting the refund of all the money I have paid them. This includes the monthly installment fees.

   

   

   

   

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

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

  

  Business Response

  Date: 08/30/2024

  ***************************************,
  We have processed the payment back to the original card on file.  If you have any questions or concerns, you are welcome to contact us.
  
  

• Initial Complaint

  Date:07/26/2024

  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.

  Repair technician recommended replacement of a broken washing machine even though it could be repaired. Elite Home Warranty agreed to provide me with a check for the cost of repairs toward the purchase of a new washing machine, which I have since purchased with my own funds. Elite Home Warranty never issued the check and now tells me theyll call me back, yet they dont. This is not the first time Ive been promised a call back from the company. They have never done so. This appears to be a typical practice for the company based on other complaints. Also, they falsely advertise that claims can be tracked online. They cannot. There is no way for warranty customers to login. There is no customer dashboard as they claim. I would like the check I was promised, and I would like for them to be honest about their lack of an online system for tracking claims. They should also have their BBB rating automatically lowered for forcing customers to file ******************** complaints to resolve problems. This is a very unscrupulous way of doing business. They seem to give customers the run around in hopes they will give up. I have wasted a lot of time and money on this company, and the repair technician could not believe how disorganized and complicated their claims process is. This is not an A+ company. They owe me money, and I will not relent until I receive it. If it takes filing a lawsuit, I will, and I dont care how much it costs. Corporations that take advantage of good people must be held accountable. People have a choice of companies when selecting a home warranty. Elite Home Warranty should be avoided.

  

  Business Response

  Date: 08/17/2024

  *******************************
  At Elite Home Warranty, we take pride in offering premium services to our customers, ensuring a seamless experience, and providing transparent coverage plans accessible on our website at www.elitehw.com.
  We do see that the reimbursement was processed and sent to you.  We do apologize for any delay.  Regarding the online portal, we were experiencing some issues and did remove it; however, it will be up and running very shortly for your convenience.
  Please feel free to contact us with any questions or concerns.
  
  

• Initial Complaint

  Date:07/24/2024

  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 July 10, 2024 I requested service on my A/C unit from my home warranty company. Elite sent a contractor, One Hour Air Conditioning, to evaluate the problem which was the capacitor needed replacement and low refrigerant. One Hour ** could only fix the capacitor but NOT the refrigerant, and despite at least 10 calls to Elite to follow up and find out when they'd get the problem fixed the only info I've gotten is the repair was approved but they "had trouble reaching the contractor (One Hour Air)." I was advised I could choose my own contractor and have done so and texted proof of insurance and business license to ********************** but, as always, I only reach an answering service and no one calls me back to get the ** fixed. Elite is nearly impossible to reach directly by phone and there's no email address. The new contractor I've chosen is called **** Air **************. I want Elite to contact **** and arrange for my A/C to be fixed BY **** AIR as per the terms of my home warranty. But I can't reach anyone at Elite and they are avoiding resolving this problem. I've already paid the trip charge for the problem as well as my monthly warranty fee. They're not honoring their contract and make it impossible to resolve directly with them. Please help!

  Customer Answer

  Date: 07/25/2024

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

• Initial Complaint

  Date:07/17/2024

  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 opened a contract with Elite HW in June 2024. After the 30-day waiting period, I attempted to file a claim for HVAC repair. Here I have my first complaints:1. To file a claim it must be done over the phone. I sat on hold for 40 minutes before speaking to a representative.2. It took the company 3 days to return my call and schedule a technician to evaluate my HVAC.3. No written correspondence was sent from the company regarding my claim. I repeatedly asked for an email documenting the claim/service provided.I had no response once the technician evaluated the issue and reported it to Elite. I had to call multiple days in a row both to receive a copy of the invoice and for Elite to decide whether to cover the repairs or not. After 2 days, they denied my claim. This was fine, I paid the cost of the repair out of pocket. However, I immediately requested a refund for my contract, which I had paid in full. On July 12, 2024, I requested a refund from the company both verbally and via email. Since that time I have had no reply from the company in any way. I waited 48 hours after the initial request and called the service line again. I was told I would receive a response by the end of the day. I waited 24 hours and called again. I was told I would receive a response by the end of the day, again. In the service agreement, I am with my right to request a refund at any time. The amount refunded would be prorated to the date of cancelation. The company has failed to respond to my request, prolonging a contract that I have attempted to cancel multiple times. I have been unable to speak to anyone other than a claims representative despite my attempts to speak with the appropriate employee. I am frustrated with the failure to effectively communicate with me from the filing of the initial claim. It is important to me to keep good records of correspondence for services done to my home. This shortcoming is the primary reason I requested a refund. Now they wont respond at all

  Customer Answer

  Date: 07/17/2024

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