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Business Profile

Home Warranty Plans

Elite Home Warranty

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BBB Accredited BusinessB Rated by BBB

Complaints

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

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    Customer Complaints Summary

    • 94 total complaints in the last 3 years.
    • 90 complaints closed in the last 12 months.

    If you've experienced an issue

    Submit a Complaint

    The complaint text that is displayed might not represent all complaints filed with BBB. Some consumers may elect to not publish the details of their complaints, some complaints may not meet BBB's standards for publication, or BBB may display a portion of complaints when a high volume is received for a particular business.

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    • Initial Complaint

      Date:04/14/2025

      Type:Service or Repair Issues
      Status:
      Answered
      Resolved:
      The complainant verified the issue was resolved to their satisfaction.
      Unresolved:
      The business responded to the dispute but failed to make a good faith effort to resolve it.
      Answered:
      The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
      Unanswered:
      The business failed to respond to the dispute.
      Unpursuable:
      BBB is unable to locate the business.
      Subject: Complaint Against EliteHome Warranty Denied Furnace Replacement Claim To Whom It May Concern,I am filing a complaint regarding Elite Home Warranty denial of my claim for a furnace replacement. I have been a policyholder since 2023 and was led to believe that major systems like my furnace were covered under the terms of my warranty.When my furnace failed late January when the temperatures were in the teens and twenties and wind chills potentially as low as 12 below zero in some parts of the state. I followed the companys process and had it inspected by an approved contractor, who confirmed it needed replacement. Despite this, my claim was denied, I was not given any explanations of the denial reason. My furnace was properly maintained and there were no known issues prior to its failure.I believe the company is failing to uphold its contractual obligations and misrepresenting the coverage provided. As a result, I was forced to pay about $ 11K out of pocket for the replacement.I am requesting reimbursement or a reconsideration of the claim based on the warranty coverage. I have attached relevant documentation, including my service contract, inspection report, and receipt.Thank you for your attention to this matter.Sincerely,******** *****

      Business Response

      Date: 04/27/2025

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

    • Initial Complaint

      Date:04/14/2025

      Type:Service or Repair Issues
      Status:
      Answered
      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 went with Elite Home Warranty because they were resonable and since we are on retirement and social security we were trying to make ends meet.Our water heater went out and we called Elite Home Warranty. They stated since it was leaking it is not covered. They would give us ****** dollars. We were told it would take 10 to 14 business days for a check to be sent. I called today to see when we would get the check, they said, "once a policy is cancelled, even if agreed upon price" you will not get the check. We cancelled because they did not follow through and other issues including sending ill trained repairmen that required calling others to figure out what was wrong with our stove. WE ARE THE HOMEOWNER and this is not commercial property. When we had Elite in ******* they were amazing and followed through. We have been getting poor service since moving to ******, **. We also seem to get different reasons from every representative as to why they will not cover a water heater that the service man they sent out stated it needs to be replaced.

      Business Response

      Date: 04/27/2025

      Dear ***** ******,
      At Elite Home Warranty, we are committed to delivering transparent service and adhering to the terms and conditions outlined in our coverage agreements, as detailed on our website, ********************************.
      We sincerely regret any frustration you may have experienced. Our records and call recordings reflect that you were offered a goodwill payment of $500. However, you expressed dissatisfaction with the amount and requested to cancel your policy. In response to your request, we honored the cancellation and, as a result, the goodwill offer was withdrawn.
      We appreciate the opportunity to have served you and wish you all the best moving forward.

    • Initial Complaint

      Date:04/10/2025

      Type:Service or Repair Issues
      Status:
      Answered
      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.
      Please stay away from this company, it's a bait and switch and you'll get screwed. I switched from another company to this one because they told me they were the best in the business and they'll be there when u needed them. Well, when I placed a simple claim to see how they operate, they came back with you have to pay 150 dollars fee because it's an add on, then I had to wait for over a week and when they sent sent their people they told the warranty company that the thing needed to be replaced all together when it was a simple bottoms fix, and that it cost ***** dollars to replace. Then when I call to find out what's going on because they didn't even call me, they tell me the most we can offer you is 300 dollars towards the repair because it's been a little less than 90 days. But they never stated that, so I tell them it's fine give me my 150 and I'll go get someone to fix it on my own, they said no because that's what they charge to send someone to diagnose. I'm beyond livid. They just lied from the beginning. Now I know that when some companies ****** their services is because it's a lie. Don't fall for the slogan of "we're the best in the business " I should've known better.

      Business Response

      Date: 04/22/2025

      Dear ***** ******,
      Thank you for choosing Elite Home Warranty. We are dedicated to delivering transparent service and upholding the terms and conditions outlined in our coverage agreements, which are always available for your review at ********************************.
      Our records show that you purchased your policy on February 15, 2025, and received a copy of the policy prior to its effective date. Your coverage began 30 days later, on March 15, 2025.
      On March 26, 2025, just 11 days after the policy went into effect, you submitted a claim regarding a saltwater generator that was not functioning properly. A technician was promptly dispatched and diagnosed that the salt system control required replacement. Based on his professional assessment, the issue likely developed over a period exceeding 11 days, indicating it was pre-existing to the start of your policy.
      Nonetheless, as a gesture of goodwill, we offered a $300 payment, despite the exclusion of pre-existing conditions under the policy. Please also note that copayments are due at the time a claim is filed, not upon the technicians arrival. For optional items such as pools, the policy stipulates a non-refundable copayment of $150 per claim.
      We understand that this initial experience may have been frustrating, and we sincerely regret any inconvenience it caused. We value your membership and look forward to supporting you with any future claims.
      Warm regards,
      The Elite Home Warranty Team

    • Initial Complaint

      Date:04/09/2025

      Type:Service or Repair Issues
      Status:
      Answered
      Resolved:
      The complainant verified the issue was resolved to their satisfaction.
      Unresolved:
      The business responded to the dispute but failed to make a good faith effort to resolve it.
      Answered:
      The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
      Unanswered:
      The business failed to respond to the dispute.
      Unpursuable:
      BBB is unable to locate the business.
      I have been paying for a Home Warranty for 15 months. I paid for the plan that included my water softner. When I called to make a claim, I was informed I actually paid for the one plan below that plan. $900 and 15 months, this was my only claim Ive ever filed and they will not honor the claim. They make it impossible to cancel a warranty service and their customer service is very poor and I cannot understand what they are saying.

      Business Response

      Date: 04/21/2025

      Dear ******** ******,
      At Elite Home Warranty, we are committed to providing transparent service and upholding the terms and conditions outlined in our coverage agreements, which are always available for review at ********************************.
      Were sorry to hear that you were dissatisfied with the policy you purchased. Our records indicate that a copy of your policy was provided to you prior to the start of coverage. Please note that water softener coverage is not included in the standard plan and is available as an optional add-on for an additional fee.
      We also received your request to cancel the policy and have processed the cancellation accordingly.
      We appreciate your interest in Elite Home Warranty and wish you all the best moving forward.

    • Initial Complaint

      Date:04/08/2025

      Type:Service or Repair Issues
      Status:
      Answered
      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.
      Taken home warranty services since 01/24/2024 for 3 years.Filed claim for issue with Dryer home appliance in December 2024.Elite home warranty charged service fees of $70.Elite home warranty appointmented a technician to do diagnostics. While the technician has been missing in action, we made 5-7 calls to home warranty when finally the technician visited our house in January 2025 to check the issue. Did some fixes and the problem was temporarily fixed. Within a day or two same issue again was faced. Contacted the technician with sms, video recording etc. All in vain. Contacted elite again and again who finally asked the technician to visit again. After multiple follow ups technician again visited and did some fix. Once again same issue appeared very next day. We contacted technician and as usual no response. Then contacted elite home warranty who said they'll look into it.After ***** follow-ups, they are now claiming that the claim stand closed and we need to file new claim as the technician told them that the original problem is fixed and now it's new issue. Having said that, we are facing exact same problem we had in December which never got resolved. Not sure what story technician told elite or incorrectly diagnosed the problem. There should be accountability with Elite Home warranty. They shouldn't just run away from something the technician didn't fix.Seeking ************* challenge is that even if I ******** claim, pay another $70, what's the guarantee same episode won't appear again. They'll send someone who'll fix something but problem remains unresolved.Thanks in anticipation,

      Business Response

      Date: 04/20/2025


      Dear ******** ******
      We at Elite Home Warranty are committed to providing transparent service and adherence to the terms and conditions set forth in our coverage agreements, as detailed on our website, ********************************. 
      We have reviewed the claims you have submitted for your dryer, the first one was placed on 12/4/24 stating that you heard a loud noise.  Although we did explain that noise is not a mechanical failure, we would still send a technician to your home for an evaluation.  The technician did state that the bearings were bad and needed to be replaced.  The technician completed the repair the same day.
      We received a call from you on 1/28/25 stating that the system was having the same issue as before however the previous claim you stated that the system was making a loud noise, this time you stated it was not coming on at all.  Although the issues were different, Elite did not charge you for the copayment. We do see that the technician and you were having a hard time reaching each other to schedule an appointment.  However he was able to reach you and schedule an appointment to come back and he repaired the Idle arm connect power switch.  You confirmed that the system was working properly.
      We received a call from you on 4/11 stating that the system was not working and that you wanted to have it re-evaluated. We explained that if the system was still having the original issue or the issue that you had prior to, we could place it as a recall which means that you wouldnt have to pay for the claim to be placed however you stated that the system was not drying at that time.  We advised that there would be a copayment that was due.  You disagreed and we submitted the request to our management team.  On 4/18 (Friday) They did approve to waive the copayment as a  courtesy however it should have been collected since it was a different issue. We will contact you as soon as we have a new technician assigned to the claim.

    • Initial Complaint

      Date:04/07/2025

      Type:Product Issues
      Status:
      Resolved
      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 March 28th 2025 at 12:48 Central Time I spoke with customer service in regards to a matter where I needed a repair on a faucet in my home customer service told me they will not fix it because it's not part of the warranty so I decided to cancel with them the same day I spoke with ****** from the retention department in regards to a refund. She agreed to refund me two months worth of payments that I made with Elite Home Warranty I never received that refund like promised. I have the conversation where I was promised a refund recorded for verification I would like a full refund please $200 total

      Customer Answer

      Date: 04/08/2025

      Better Business Bureau:

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

      Sincerely,

      ***** ******



       

    • Initial Complaint

      Date:04/04/2025

      Type:Service or Repair Issues
      Status:
      Answered
      Resolved:
      The complainant verified the issue was resolved to their satisfaction.
      Unresolved:
      The business responded to the dispute but failed to make a good faith effort to resolve it.
      Answered:
      The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
      Unanswered:
      The business failed to respond to the dispute.
      Unpursuable:
      BBB is unable to locate the business.
      Elite could not fix my dishwasher (dw) and suggested I buy a new one. They said that they would send me $300 towards the price of a new dw of my choice. I purchased a Frigidaire dw for $613 at ****** hoping that my check from Elite would arrive soon. After several calls and holds they informed me that it would be 4 weeks before I received their ********'s now been SIX weeks and repeated calls are either not answered or promised to return call in a few hours. They never call back. Last attempt this afternoon their recording said they were all out of the office for the weekend!This company has dragged its proverbial feet for two months!Respectfully,**** ****** ******* **

      Business Response

      Date: 04/19/2025


      Dear *****
      We at Elite Home Warranty are committed to providing transparent service and adherence to the terms and conditions set forth in our coverage agreements, as detailed on our website, ********************************. 
      We regret any inconvenience that the delay has caused however we do see that a check was mailed out to you on 4/7/25 using USPS.  
      If you havent received this check as of yet, kindly contact us and we will be happy to reissue another.

    • Initial Complaint

      Date:03/21/2025

      Type:Service or Repair Issues
      Status:
      Resolved
      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 1/23/2025, when I tried to file a claim for my leaky toilet, they wanted to charge me $75 although my multi year contract specifically says the call fee is $70. But I paid $75 to move forward. Between 1/23 and 1/28 Elite assigned two different plumbers, I took time off from work on two different days. On both times, both companies said they did not want to work for this warranty company. After calling them multiple times, Elite told me they don't have any technician available in my area, and I have to hire my own. First, they promised they would reimburse me within 2 weeks. When I did not recieve the check, they said I would receive within 30 business days, and they will email me a tracking number once mailed. Almost two months later, still no check or email. Now they are are saying they stopped mailing with tracking number, but they mailed the check with regular stamps, and I should receive within few days. I waited 10 days ...still no check.I firmly believe Elite is making up stories, and didn't mail the check.I want my check mailed immediately and a tracking number provided to ***** is a real disgrace that the Elite had no technician in my area, and I was forced to hire my own plumber, and now been waiting for two months and still did not get reimbursed. This is NOT the first time, every time I filed a claim, I had to wait weeks for a technician, and everytime they promised it would not happen again.

      Business Response

      Date: 03/29/2025

      Dear ***** ***,

      We at Elite Home Warranty are committed to providing transparent service and adherence to the terms and conditions set forth in our coverage agreements, as detailed on our website, ********************************. 

      We do understand your frustration and we do see that the check was placed into our system for processing on Feb. 3, 2025 and we do require ***** business days for processing.  You are welcome to contact us for an update.

      Customer Answer

      Date: 04/03/2025

      Better Business Bureau:

      I have reviewed the response made by the business in reference to complaint ID# ********, and have determined that my complaint has NOT been resolved because:

      I was told many times by Elite Management and staffs that the check request was made on January 28, 2025. I was first promised in writing that the check would arrive to me within 14 days, then 30 days. 

      Then multiple times I was told the check was mailed. It's been more 3 weeks..no check yet. Now they are saying the check was not mailed yet.

      it's very dishonest, and completely unacceptable.


      Sincerely,

      ***** ***




       

      Business Response

      Date: 04/15/2025

      Dear *** ***,
      According to our records, check number ***** was mailed to you via ****. If you have not received it, we will be happy to issue a replacement after we confirm that the original check has not been cashed.
      Thank you for your patience,
      Elite Home Warranty

      Customer Answer

      Date: 04/21/2025

      Better Business Bureau:

      After multiple calls made and many hours spent, and after waiting for about 80 days, I recieved my check finally.

      Sincerely,

      ***** ***



       

    • Initial Complaint

      Date:03/20/2025

      Type:Service or Repair Issues
      Status:
      Answered
      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.
      Purchased a home warranty from Elite Home Warranty for 5 years in March of 2024z I submitted my first claim in January to repair our water softener. After a week of delays to get a contractor I didnt hear the resolution for weeks and was finally told I would be reimbursed $750 for my softener. By Mar 6, had not received a check yet so I called the company. I spoke to **** ********. He committed at that time that I would have a check by end of the week of March 14. With no check I reached out again via text to **** on March 18. He responded he was looking into it on March 19. Reached out later that day to see when the check was being mailed and he said he was still asking. On March 20 he responded and said by the end of the check would come by the end of the month. I requested a supervisor call me and never heard back from him or anyone.I am now requesting a refund of my whole contract as delaying payment like this is clearly a widely reported tactic as documented by dozens of online reviews. They are deceptive in their business practices, dishonest in fulfilling their contractual obligations, and have not fulfilled the contract. No one with authority to send payment can be reached.

      Business Response

      Date: 03/24/2025

      Dear *** **** ****,
      We at Elite Home Warranty are committed to providing transparent service and adherence to the terms and conditions set forth in our coverage agreements, as detailed on our website, ********************************. 
       Thank you for reaching out to us.  We do see that the check you are requesting has been mailed.  If you need further   assistance, please do not hesitate to call us.

    • Initial Complaint

      Date:03/19/2025

      Type:Service or Repair Issues
      Status:
      Answered
      Resolved:
      The complainant verified the issue was resolved to their satisfaction.
      Unresolved:
      The business responded to the dispute but failed to make a good faith effort to resolve it.
      Answered:
      The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
      Unanswered:
      The business failed to respond to the dispute.
      Unpursuable:
      BBB is unable to locate the business.
      Im a real estate agent in *** I contacted Elite for a quote of home warranty coverage. We had the seller of the home we bought buy a policy. Since that time they have texted and called me with different phone numbers constantly. I tried to be taken off their list but they just change to phone number they use.I want it be taken off their contact list.

      Business Response

      Date: 03/29/2025

      ***** ****
      We regret any inconvenience that this has caused you and have removed the number from our system.  Please feel free to contact us if you have any questions or concerns

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