ComplaintsforElite Home Warranty

• Initial Complaint

  07/24/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  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 response

  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

  07/17/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  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 response

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

• Initial Complaint

  07/16/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  My husband and I contacted Elite home warranty the morning of July 15th, 2024 about our AC that was not functioning properly. We have had a policy with this company since March, 2024. The first call at approximately 8:30am rang for 15 minutes and no one ever answered. Upon our second time calling we were connected with a representative who stated they would get back with us within the hour to schedule an AC technician. No call was received. We called for the third time the same day around noon and were told they mustve made a mistake and forgot to call us back, they would get to it within the hour. No call was received. We called again around 1-2pm and spoke with a representative designated for those who were unsatisfied with their service who once again took my name and number, but no callback was received. I called for the fifth time at 5:40 pm and was told they could only take a message. Our house is currently 80 degrees and climbing with two overheated animals. We are having to seek out alternative sleeping arrangements because of the lack of promptness from this company. We are trapped by the policy in that we are unable to call someone ourselves because you risk it not being covered if you do not choose an approved technician (which there is no list to reference and upon request would not be disclosed to me). This is not the first time we have been wholly ignored by this company- as we tried to file a claim earlier in the week due to a burst water pipe and we still, days later, have not heard from them. This is unacceptable.

  

  Business response

  07/28/2024

  Dear *************************,
  
  At Elite Home Warranty, we are committed to providing top-notch services to our customers, with transparent coverage plans detailed on our website at ****************
  
  We apologize for any inconvenience regarding your claim. Upon reviewing your complaint, we could not find a claim under the name you provided. However, we did find a claim made on the same day in your area, which has been resolved. If your claim remains unresolved, please contact us immediately.
  
  Regarding the second claim you mentioned about a "burst pipe," unfortunately, our policy does not cover this issue. Additionally, we have no record of such a claim in our database. If you need assistance with other claims, please get in touch with our claims department.
  
  If you have any questions or concerns, don't hesitate to contact us at **************.

• Initial Complaint

  07/08/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  The Home Warranty company did contact a repairman to come repair/ look at our Washing Machine.On June 29th Repairman came and our told representative that washing machine was unrepairable and was paid for his service call by the company. According to the agreement if a item is unrepairable there is a time line that they have not met and I have called 4 different times to resolve without any success. in-fact lately its just an answering service that picks up the last one was today at ************* 7/08/24

  

  Business response

  07/08/2024

  *********************************
  
  
  At Elite Home Warranty, we pride ourselves on our transparency and genuine care for our customers. We are committed to honesty and will do everything we can to assist you. Our Service Agreement is available for anyone to view on our website at *****************************************************************.
  Upon review of your claim, we do see that it has been resolved and we apologize for any delay.  
  If you have any questions or other concerns, please feel free to contact us.
  
  

• Initial Complaint

  07/01/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  I bought a home warranty several weeks ago and the first time that Ive needed assistance I need a plumber and the initial response time was supposed to be 24 to 48 hours. Its four days later and theres still no plumber. They had no problem putting the co-pay on my card immediately but theyre having problems getting a plumber. I spoke with someone yesterday and they said that the plumber had been contacted, but there was a problem and they would get back with me and they have not

  

  Business response

  07/01/2024

  ***************************
  
  
  At Elite Home Warranty, we pride ourselves on our transparency and genuine care for our customers. We are committed to honesty and will do everything we can to assist you. Our Service Agreement is available for anyone to view on our website at *****************************************************************.
  Upon review of your claim, we do see that although we did have a technician assigned, they did cancel and at no fault of yours we were not informed.  Per your request, we have canceled your policy and provided you with a full refund.  Please feel free to contact us with any questions or concerns.
  
  

  Customer response

  07/12/2024

  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

  06/12/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  We contacted Elite Home Warranty to cover our ageing home because we knew that all our large appliances were in the latter half of their lifespan. We spent a significant amount of time discussing our problems and needs with the sales representative who assured us that EHW was unlike all the other companies and that we wouldn't need to worry about getting our air condition unit, furnace or water heater fixed/replaced since those were our main concerns. We were told we only needed to wait 30 days after purchasing the policy and all our worries would be gone. It didn't take much time for our AC to die first with the season change from winter to a very hot **************** Our claim was immediately denied, within minutes of starting the call, stating it was a "seasonal claim" and therefore wasn't covered. We tried to talk to several people to get our concerns heard but, it was to no avail. We combed through the contract meticulously searching for a way to make our claim valid and found that with the denial of a claim they would pay $500 to us directly as a credit since the out-of-pocket cost is catastrophic. To which they also tried to deny. After several calls we were told they would give us a "courtesy $300". This too has been "processing" for almost a month with me calling every day looking for someone to help. They couldn't care less. Just say "call back tomorrow".It's obvious they have no intention of honouring the contract. Overall, it's been such a costly and disheartening experience. We have not only paid thousands of dollars in contractor fees but have also paid EHW several hundred dollars and want to warn others away from starting a contract with them.

  

  Business response

  06/22/2024

  Dear **** **************************** Elite Home Warranty, we pride ourselves on our transparency and genuine care for our customers. We are committed to honesty and will do everything we can to assist you. Our Service Agreement is available for anyone to view on our website at *****************************************************************.
  Upon reviewing your policy, we see it was purchased on April 9, 2024, and became effective on May 9, 2024. You placed a claim for your AC system on May 14, 2024, stating that it was not working properly. While our policy requires all items to be in proper working order when coverage begins and does not cover pre-existing failures, we offered you $300 as a courtesy. However, the bank rejected this amount as fraud, so we reissued it and increased it to $400 as a further courtesy. We have confirmed that this amount was received.
  Please feel free to contact us with any questions or concerns.
  Sincerely,
  Elite Home Warranty

  Customer response

  06/24/2024

  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

  06/06/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  My oven gave an overheating code on April 28th, and thats when I first called Elite Home Warranty. Its now June 6th, and the oven still isnt repaired. I paid my copay for a diagnostic appointment back in April. When the first repair person came and looked at the situation, he called Elite Home Warranty and placed them on speaker so I could hear the diagnosis and he didnt have to explain it twice. The fan on my oven died, and it means the oven and the ovens control panel are overheating. Its a fire hazard. The first thing Elite Home Warrantys rep asked was How did the customer manage to break that? which seems like a manipulation tactic to get a repair person to place blame on the home owner so they wouldnt have to fulfill their obligation to serve us, Luckily, the repair person defended us immediately and said these things just happen with time, and that obviously I didnt rip my oven out of the wall, take the back panel off, mess with the fan, and then reassemble it. They scheduled the repair. On the day of the repair, the replacement fan was opened and discovered to be broken. The repair person tried to mash it back together to make it work, but it doesnt. He advised us that after calling Elite Home Warranty from his truck, hed be back in a week with a new replacement fan. He has not been back. I brought this to Elite Home Warrantys attention on the day he was supposed to have been back. They assured me they were going to look into it and call me back. They did not call me back. I called them back and they explained they were ordering the part to have it sent to my house, and theyd call me as soon as they found a new repair person to come install it. They did not call me back. The replacement parts have been sitting in my home for over a week and I called asking why nobody has called me about any scheduled repair service. They assured me they were going to look into it and call me back. They didnt call me back.

  

  Business response

  06/13/2024

  Dear *****************************,
  At Elite Home Warranty, we take pride in being a transparent and caring company, dedicated to honesty and helping our customers. You can review our Service Agreement on our website at *****************************************************************.
  We regret any frustration or inconvenience this situation may have caused, and we're pleased to see that your claim has been resolved.
  If you have any other issues or concerns, please don't hesitate to contact us. Thank you for being a valued customer.
  Best regards,
  **********************

  Customer response

  06/14/2024

  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

  05/23/2024

  Complaint Type:

  Customer Service Issues

  Status:

  Answered

  More info

  I purchased an Elite home warranty on 2/3/24 and was informed about the initial 30 day waiting period for preexisting issues when I made the payment. The effective date of 3/3/24 is listed on the warranty contract which is when I made the second payment. The Elite warranty sales rep did not mention anything about an additional 90 day waiting period after the 3/3/24 effective date and I did not receive the contract until after the 2/3/24 payment was processed. I learned today that the first 30 days do not count toward the 90 day initial term of the contract. My ** stopped cooling on 5/20/24 and I submitted a claim. The tech was dispatched on 5/22/24 and said the issue is due to low freon. The tech said he could add freon along with a leak repair solution but recommended replacing the ** because of the age of the unit. The Elite warranty agent said they would only pay $300 as a courtesy of the allowable $3000 towards a repair because Elite warranty considers freon leaks unrepairable and are therefore not covered by the normal repair clause. I was aware of the $200 freon limit but I selected the recommended option to replace my ** so that should not apply. The elite agent also said that I am at day 80 of the additional waiting period (30 days + 90 additional days = 120 days before contract is fully active). He did not consider the first 30 days.This is not what I expected from a company with exceptional BBB reviews. I tried to explain that the tech said the freon leak is due to a component failure which is covered but that did not make a difference. I would like for Elite warranty to pay the $3000 annual limit towards the bill for a replacement **. The estimate for the new ** is $6300. This is the way the home warranty was presented and sold to me in February. I am a very disappointed customer and would definitely not recommend Elite warranty to anyone!!!!

  

  Business response

  05/29/2024

  Dear ************,
  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. 
  Upon review of your policy, we do see that you purchased it on 02/03/24 and it did become effective on 3/3/24.  You placed a claim with us on 5/20/24 stating that your AC had just been turned on for the season and it was not cooling properly.  
  A technician went to your home on 5/22/24 and explained to us that your system was leaking badly and out of 7 pounds there was 2 possibly 3 pounds left.  He stated that he could add Freon with a sealer however that was not guaranteed to work and felt that it wouldnt hold.  
  When we spoke with you, we did explain that per the terms of our policy, Section listed under **************** Systems, leaks of any kind are not covered. However, we were still willing to assist you had you wanted to proceed with the adding of the Freon.  You explained that you would rather just have a new unit installed. Since the claim was not covered per our agreement, we did offer to assist with finding better pricing for you and still offered the amount that we would have paid for the Freon and sealant which was accepted. 
  We do regret any frustration that this has caused however, we are in compliance with the terms and conditions of our policy. Should you need any further assistance, please contact us and we will be happy to help. 
  
  

• Initial Complaint

  05/10/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  On May 3,2024 I filed a claim with your company. I had a service provider come out to my home on May 7,2024. You agreed to pay for a second opinion service provider to come out to my home on May 9,2024. My claim was still open on May 9, 2024. On May 9, 2024 I decided to cancel FUTURE business with your company. You then called the second opinion service provider that you agreed to on my current open claim and canceled their service to my home that you promised me, for my current open claim. I would like to know why you have chosen to stop working in my CURRENT claim just because I have chosen not to do FUTURE business with you. My choice to do FUTURE business with you should not have any effect on my CURRENT business with you. I dont believe this is a good relationship to have with your customers. Is this happening in retaliation to me not wanting to be in a business relationship with you in the future?I deserve to have my claim resolved with you.

  

  Business response

  05/29/2024

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

   

  At Elite Home Warranty, we are committed to providing premium services, ensuring a seamless experience, and offering transparent coverage plans, which you can view on our website at www.elitehw.com.
  We see that you purchased a policy on March 10, 2024, which became effective on April 10, 2024. On May 3, 2024, twenty-three days into your coverage, you filed a claim regarding your AC system not cooling. Despite our policy stating that "all seasonal items must remain fully operational without any known or unknown failures for a continuous period of 30 days during the Agreement Effective Term, within its corresponding season," we promptly dispatched a technician to assist you.
  On May 6, 2024, the technician found that the system was entirely out of Freon, indicating a leak. According to our policy, we do not cover "leaks of any kind." At your request, we arranged a second opinion at no additional cost.
  The second opinion was scheduled for May 9, between 3-5 PM. However, you contacted us at 11 AM that day to cancel your policy. We honored your request, canceled the policy, and provided a full refund as a gesture of goodwill. Although we did not cancel the second opinion appointment, we are ready to arrange another visit if the technician did not show up.
  Please feel free to contact us for any further assistance.
  

  
  

  Customer response

  05/30/2024

  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: 

  I have not received any type of refund from your business in any way shape or form. I also do not appreciate you lying about your company canceling the  second recommendation call either. The company called me and informed me that you called them and canceled the payment and the service call. I then told them to keep the appointment , then repaid for the appointment. I would like to receive the full refund that you spoke of in your response to my complaint as soon as possible. 

   

   

   

   

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

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

  

  Business response

  06/10/2024

  Dear *****************************,
  We have fully refunded the policy and also processed a refund for the copay you paid, as a courtesy. If you need any further assistance, please feel free to contact us.

  
  Thank you,
  Elite Home Warranty

• Initial Complaint

  11/15/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I purchased home warranty with Elite on Oct 5 2023.On Nov.7th my washer would not spin when I used it.I called Elite and they sent a man to my house Nov.14th 2023.He said some parts would need to be replaced and he would notify Elite for their approval.He said he would have it fixed in a couple days.He stated Elite would call me later that dat.I never got a call from Elite and I called today Nov.15 2023 and the lady said she would call me back because technician didnt file paperwork.She called me Nov.15 2023 at 130 pm and said Elite would give me 150 dollars towards a washer because they couldnt get parts for my machine and the contract I have with them was to new.Its not my fault my washer stopped working on Nov.7 2023.

  

  Business response

  12/27/2023

  Dear valued customer,
  
  Coverage took effect on November 5th, 2023. After you filed a claim for your clothes washer on November 7th and requested a specific technician arrival time, we made every effort to accommodate your schedule. Despite the determination that the issue originated before the coverage effective date, we are pleased to have successfully completed the repair, along with covering the entire cost of parts and labor.
  
  We remain committed to providing ******************** to customers nationwide, and we're grateful for your choice in Elite Home Warranty as your trusted service provider for your home. Your satisfaction is our priority, and we appreciate your continued trust in our services. Wishing you a joyful holiday season!
  
  Sincerely,
  The Elite Home Warranty Team

*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. ↩