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

  84 State St Boston, MA 02109

  

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:02/07/2025

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  February 2 2025 I saw a lot of water on my kitchen floor in front of sink cupboard.I called Elite and told the man (*****) I had a water leak under sink.He ask me to tell him the serial number,model number and brand of disposal.I told him I am 68 with 3 spinal fusions I cant get under cupboard.He said so you want to open a claim.I said yes thats why Im calling Thats why I pay a monthly fee to Elite.He then said he would have to call me back in 24 hours to collect the 79 dollar charge because that department was closed.I didnt accept his response so I hung up and called back and got someone ******* this time Im so stressed and blood pressure rising.They told me they would get right on it.I didnt get a call February 3 2025 after 24 hour period and I called Elite and complained to *****.I told him I was making complaint to bbb and Ive not heard from his company.He said he would have someone out February 6 2025.I said thats not acceptable..He then said waterworks would be out February 5 2025 by 10 am.Waterworks came out February 5 2025 and ******* with waterworks had trouble with Elite approving the repairs and payment.The card kept getting declined and ******* said his billing department would handle it.This whole incident is unacceptable

  

  Business Response

  Date: 02/09/2025

  Dear *** ************* Elite Home Warranty, we are committed to providing transparent service and upholding the terms and conditions outlined in our coverage agreements, available at ********************************.
  We regret any frustration you may have experienced regarding your recent claim. Our records indicate that you submitted your claim on Sunday, the 2nd, at 12 PM, opting for the standard service fee of $75 rather than the emergency service option, which carries a $155 copayment. Per our policy guidelines, standard claims are assigned within ***** hours, and in this case, your claim was assigned on the 3rd, within the expected timeframe.
  While your initial appointment was scheduled for the 6th, we accommodated your request for an earlier visit by rescheduling for the 5th. We acknowledge that the technician encountered a payment processing issue on their end, but their office was ultimately able to resolve it successfully.
  Based on our review, your claim was processed in accordance with our policy terms. However, we sincerely apologize for any inconvenience you may have experienced. If you have any further questions or concerns, please do not hesitate to reach out.

  Customer Answer

  Date: 02/11/2025

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

  [Your Answer Here]

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

   

   

   

   

   

   

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

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

  

  Business Response

  Date: 02/15/2025

  Dear *** ******,
  According to our records, you received a copy of your policy, which clearly outlines that after-hours service, including weekends, requires an additional fee. As stated in our policy, our standard turnaround time for assigning a technician is ***** hours.
  We can confirm that your claim was assigned within this timeframe, and the technician completed the necessary repairs during the same visit.
  We regret any frustration you experienced during this process and sincerely hope that your next claim experience will be a smoother one.

  Customer Answer

  Date: 02/17/2025

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

  [Your Answer Here]

   I have cancelled Elite as of today.Will not do business with dishonest company 

   

   

   

   

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

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

• Initial Complaint

  Date:02/03/2025

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I called to file a claim with company, due to my heat pump stopped working in the middle of negative degree weather called elite paid my deposit and it took them over a week for them to get someone to my house and I expressed I had kids and animals and the weather is cold finally after calling constantly they got someone out to my location and found out my defrost stopped working which caused my system to freeze up and ice to form on unit and bent the blade, after over 20 plus calls and talking to there claim department even the people I've talked to they said that this is not right for them to take this long and they would reach out so after more and more calls today 02/03/2025 I get ahold of them and was told there not covering it due to physical damage due to the ice bending the blade its not fair it was out of my control for this to happen and should be covered this is my first claim and out of my control!!

  

  Business Response

  Date: 02/15/2025

  Dear ***** *****,
  At Elite Home Warranty, we strive to provide clear and transparent service in line with the terms and conditions outlined in our coverage agreements, which are available on our website at ********************************.
  Upon reviewing your claim, we confirmed that while you called to initiate it, the claim was not processed until payment was received on January 24th. As outlined in our policy, we are allowed 24 to 48 hours to assign a technician, unless an emergency fee is paid for same-day or weekend service. Since your payment was made on Friday, January 24th, and no emergency fee was added, the technicians visit on Monday, January 27th, fell within our standard 24-hour business window.
  The technicians diagnosis indicated that your system had been frozen solid for over a week, which was prior to your claim being placed. Once thawed, the technician discovered that the fan blade was severely damaged ("torn up"), which is classified as physical damage. Additionally, he noted that due to the damage, the system could not complete its defrost cycle, which affected its operation. At the time of the visit, the refrigerant level could not be assessed.
  According to our policy:
  Under Section: Heating Including Ductwork, physical damage is specifically excluded from coverage.
  Under Section: Limitations on Liability, secondary damages are also not covered.
  We understand your frustration and regret any inconvenience this situation has caused. We remain committed to assisting you with future claims and hope we can better serve you moving forward.
  If you have any further questions or would like us to walk through your coverage in more detail, please dont hesitate to reach out.

  Customer Answer

  Date: 03/11/2025

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

  I just received letter in mail yesterday stating they responded. My response: I'm not satisfied with response, I talked with **** *** and I also have pictures of the damage to heat pump fan blade and it was tore up it was bent due to the defrost board had stopped working which caused ice to build up and the ice caused the fan blade to bend, which in return no heat in home it was negative degree weather, and next i explained to elite *** over the phone about it was a emergency I have 3 kids when I called the day the heat pump stopped working and when I paid for service, and it took over 3 days for u ***s to get someone out here and to top it off u ***s charged me a additional $5 on top of the $70 which was supposed to be the copay, and the **** *** told me the failure of issue was the defrost board which in return caused the fan blade to bend I have it recorded on a phone conversation and on my out door cameras, and pictures of the heat pump damages, then on top of that it took u ***s well over the time period and I have phone recordings of conversations that I took with your elite ***s and u can even tell they were confused like nobody knew what they were doing and some had concerns where they said they sent it to the higher up 3 times so after well over a week u finally tell me ur not covering my claim due to the fan blade had physical damage which in return caused a $600+ electric bill and I had to go buy heaters due to your lack of response and timing. Resolution should be pay for the ***airs/ reimbursement of what I paid which I have already done and paid for due to I have 3 kids and a policy that doesn't cover what they state they cover which totals a total of $700 out of pocket which was defrost board assembly parts and  fan blade, it's sad I paid u ***s all that money for our policy coverage only have 1 claim and nothing gets fixed, resolution $700.00

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

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

  

  Business Response

  Date: 03/15/2025

  Dear ***** *****,
  Thank you for your response. Unfortunately, as previously explained, our policy does not cover physical damages, nor does it extend to secondary damages. Based on your description, ...defrost board had stopped working which caused ice to build up and the ice caused the fan blade to bend, which in return no heat in home, this situation falls outside of our coverage.
  Additionally, we are unable to cover other related expenses, such as your electric bill or the cost of heaters. We understand that this is not the outcome you were hoping for, but we must adhere to the terms of our policy.
  We appreciate your understanding.

• Initial Complaint

  Date:01/29/2025

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  On November 29th, 2024, I called Elite to file a claim about my washer which was leaking. I had trouble with the technician that was scheduled to come, not showing two times. I called Elite and they found someone that came the next week. The technician said that the washer needed to be replaced, around a week later Elite contacted me and said they were going to pay me $500 because my washer was very old. I have them my bank information, they said it was6 business days, after some days passed I had to call again, as I didn't receive the transfer, they said it was 15 days, I called again and they said it was because of the holidays. The last time (Tuesday Jan 24) I called they told me it was going to be 30 days, I was very upset and the representative told me she was going to find out more information with the billing department. They said that I was going to receive the money within ***** hrs. Well...7 days later still no money. I am very tired of calling that phone number. Reason why I am filing a complaint here. I would like to cancel my policy as soon as I get the money to buy a new washer.

  

  Business Response

  Date: 01/30/2025

  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 delay in the payment for your appliance however we have already issued the funds directly to your account.  This was completed on 1/28/25. 
  Please contact us with any questions or concerns.
  Thank you,
  Elite
  
  

• Initial Complaint

  Date:01/29/2025

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  On or about the 20th of Jan I noticed the air handler was not shutting off and contacted the warranty company and explained to them the issued. They informed me that they were sending someone out from ********************* on Wednesday and that they would be arriving between 12-4. On Wednesday someone by the name of ****** contact me and confirmed he would contact me when he was 30 mins out. He didn't call me until around 3:00 however he did not show up until about 4:45. I told him what was going on and he had me turn on the circuit breaker on which I had previously turned off. He took the panel off and had me turn it back off so he could further diagnose the issue. At this point he stated that it was the heat relay that was burnt out and told me to leave it off as it was a danger to turn it back on. He said he would call the warranty company and let them know what was going on. He also futher indicated because of the age of the system if I was him he would just replace the entire system and that he could give me a good deal on it. This made me a little suspicious, but I ignored it until I didnt hear back from the warranty company. On Friday 24th of Jan I called the warranty company only to be told something entirely different. They basically said it was a power surge and that they were not going to cover it. Needless to say, I started digging into the company that they supposedly sent out which came up as a transportation company, therefore I looked up ****** by his phone number and boy oh boy I was not happy with what I found. ****************************************************** This is just one of many. Elite Home Warranty need to make this right and need to ensure they know who they are hiring prior to sending individuals to their customers homes.

  

  Business Response

  Date: 02/04/2025

  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 frustration that this has caused, over the 11 claims that you have submitted to us, we do see that the last claim for your heating system, we had ******** Air out to your home.  They changed out a valve which we did as a courtesy since valves are not covered under the policy.  However, we will be more than happy to send them back out to you.
  We have removed *************** from our approved vendors and no longer work with this company.
  If you have any questions please feel free to contact us.
  
  

  Customer Answer

  Date: 02/19/2025

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

  I chose not to respond initially because the resolution that the warranty company felt was good enough was $500. As of today I still have not receive it.   They stated this was a favor because the second guy who they sent out indicated that there were several issues with the system to include capacitor, control board, air handler continuously running but because they heard a possible leak in the system they automatically said they don’t cover any leaks , however their warranty information contradicts itself. Screenshots available below. I would like to make clear that having a home warranty is to help us as homeowners feel at ease especially when purchasing an older home when maintenance/ upkeep is unknown. So when they mentioned 11 claims, I didnt think that was relevant nor is the fact that 5 of those were repeat visit or the fact that it was over a two year period. What does matter is that we as customers get competent, trustworthy techs with good intentions in our homes when there is an issue. Yes I understand Elite is business and must protect its profits to stay in business. I just ask that you understand that with older homes there will be issues. Again I appreciate them sending another company out to troubleshoot the issue. This will count as 2 more claims. I am just hoping I will not have to call for the duration of this warranty. 

  Just to note my system is a heat pump

   

  
  

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

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

  

  Business Response

  Date: 02/19/2025

  Dear *** ********

  We regret any frustration that you have had.  We reviewed your response and attached is the screenshot that you sent to us.  Please note that we do not cover "leaks of any kind" and we do not cover "coil leaks".  Please note that the system was found to have a coil leak.  We are not able to cover this claim but as a courtesy we did offer you $500.

  Thank you,

  Elite Home Warranty 

• Initial Complaint

  Date:01/27/2025

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I pay for a home warranty on my house and then I looked up the reviews and it was very bad and I asked for my money to be returned to me and they never returned the money and I called him multiple times and they never responded back to me.

  

  Business Response

  Date: 02/04/2025

  *** ******

  As mentioned before, the policy  was cancelled on 12/17/24. 

  You placed 4 claims with us:

  58723/1 which was for your **** system however this was before the policy started- we explained that everything has to come into the policy in proper working order. You stated that this was a "mistake" that you were asking about coverage.

  58723/2 which was again for your **** system and we explained that this was again before the policy.  You stated that claim was a 'mistake", you were inquiring about maintenance.

  58723/3 which was placed for your ****, stating that you needed new vents due to asbestos which was not covered by our policy, we cancelled the claim.

  58723/4 which was placed again for the **** stating that you had "bats" nesting in your vents.  We explained that that would not be covered under our policy and we cancelled the claim.

  All of the claims were not processed due to not being covered or being pre-existing to the policy. However, you requested to cancel and we did refund the amount that you were to receive for the policy.  If you have any questions, please contact our cancellations or billing and they will be happy to explain in further detail. 

• Initial Complaint

  Date:01/22/2025

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I am submitting a complaint against Elite for their poor service and failure to honor their commitments under my home warranty policy. I have experienced multiple issues regarding 2 separate claims, both of which remain unresolved despite my repeated efforts to seek resolution.First Claim- Refrigerator Repair: I filed this claim around the beginning of October 2024, upon me calling and following up, I was informed Elite was still trying to locate a tech. Another week passed before I was told **************** Repair would handle the issue. When their tech arrived Oct 28th, 2024, he spent the entire time arguing with his wife/girlfriend, He barely inspected the fridge, simply wrote down the name and stated "oh these ******* have defrost drain problems, I'll let your company know", all while on the phone and left. I immediately contacted Elite to request another tech, as the first one clearly did not perform an adequate inspection. They sent a second company, *** ********** whose tech reported "the cabinet in the freezer is splitting, causing ice to build up and not allow the unit to cool". Despite weeks of calling and emailing supervisors/ representatives, including ******* **** and ****, and recently ******, I have not received any explanation or resolution. How can Elite choose one diagnosis over another without addressing the matter thoroughly? How can you deny a claim based on the brand? I believe Elite is using delaying tactics in hopes of me letting it go.Elite Home warranty has demonstrated consistent incompetence and disregard for customer service. Their failure to communicate, their reliance on subpar technicians, and their refusal to resolve claims have caused significant frustration and inconvenience.I kindly request the BBB's assistance in resolving these issues. I look forward to hearing from you soon!

  

  Business Response

  Date: 01/27/2025

  Dear ********* ******,
  Thank you for choosing Elite Home Warranty. We are dedicated to providing transparent service and upholding the terms and conditions outlined in our coverage agreements, which are available on our website, ********************************.
  Claim 1: Refrigerator
  Your first claim involved your refrigerator. The initial ********** diagnosed that the drain line in the freezer cabinet had collapsed, causing ice buildup. While the ********** cleared the drain, they noted that the collapsed line could not be repaired.
  At your request, a second ********** was dispatched. They confirmed the collapsed drain line and additionally noted that the freezer cabinet itself was splitting, leading to ice buildup and preventing proper cooling. Unfortunately, under the terms of our policy, physical damages and secondary damages are not covered. In this case, the cabinet splitting was the primary cause of the failure, rendering the claim ineligible.
  We understand that you have spoken with both ****, one of our supervisors, and *******, one of our managers. As they have explained, this claim cannot be approved under the terms of your policy.
  
  Claim 2: Heating System
  Your second claim was for your heating system. The initial failure was diagnosed as a faulty pressure switch, which was covered under your policy and replaced. However, the ********** later determined that the systems motor had failed due to the prolonged malfunction of the pressure switch. Since the motors failure was a secondary issue caused by the pressure switch not working over time, it is not covered under the policy.
  
  We regret any frustration this may have caused, but Elite Home Warranty is in full compliance with the terms and conditions of your policy. If you have any further questions or need additional clarification, please do not hesitate to reach out to us.
  Thank you,
  Elite Home Warranty

  Customer Answer

  Date: 02/19/2025

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

  Hello! I apologize for the delay but the complaint is still unresolved. The information that Elite provided is incorrect. I have documentation from both companies.
   
  Thanks

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

  

  Business Response

  Date: 02/19/2025

  Dear *** *******

  Please see attached documentations.  One is for the heating, the second is for the appliance.  Again, we do regret any frustration however Elite is in full compliance with our terms and conditions of our policy. 

   

  Thank you,

  Elite Home Warranty

  Customer Answer

  Date: 03/07/2025

  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 issue is still not resolved because the contractors are stating one thing and Elite is staying another. You can refer back to the original complaint about what the contractors stated.

   

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

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

• Initial Complaint

  Date:01/20/2025

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  Subject: Urgent Assistance Required - Claim Denial with Elite Home Warranty (Agreement No. *****)Hello,I am writing to seek your assistance regarding an issue with my Elite Home Warranty claim, associated with agreement number *****. We purchased the warranty in full for our appliances, expecting comprehensive coverage and service. Unfortunately, we have encountered a significant problem with our HVAC unit located in the attic, which caused water to leak into the ceiling of our second floor. After reporting the issue, a technician who struggled to communicate arrived and confirmed that the inducer motor assembly required replacement, along with other components such as drain pan and flood switch. While I understood that the drain pan is not covered, I was shocked to learn from Elite that they would not cover the necessary repairs at all.After further inquiry, I was left without satisfactory answers regarding how a working HVAC unit could function without the inducer. The technician from ****************** informed me that it is common practice for essential repairs to be covered under warranty, which adds to my confusion regarding this denial. I was also told by the tech that the sole reason for the leak was the malfunctioning inducer and that they never saw a claim being denied before when there is a malfunctioning essential piece that is broken and caused the entire issue. Attached are pictures of the damage for your review, as well as documentation supporting my claim. Your guidance on how to address this situation effectively would be greatly appreciated.Thank you for your attention to this matter, and I look forward to your prompt response.Sincerely, **** ******* ************ *********************

  

  Business Response

  Date: 01/26/2025

  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, ********************************.
  Our records show that you contacted us to file a claim for your HVAC system. During this call, you inquired about the number of days your policy had been active, and we informed you that you were 76 days into the coverage period. You then stated that you would wait until you were 90 days active because you did not want to be capped and would contact us again.
  Its important to note that under the policy, knowingly delaying the resolution of an issue can constitute misuse or neglect, which could result in denial of coverage. However, we proceeded with the claim when you contacted us later.
  The ********** diagnosed the issue as a bad dual capacitor, which Elite covered. At this point, your policy had been active for 88 days, and despite having already covered $300 on a prior claim, we made an exception and approved coverage for this repair.
  The next claim that you placed for this system was on 1/10/25 at 8:58am.  
  You reported that the system was still running but water was collecting in a tray. As outlined in our policy, we do not cover leaks or maintenance-related issues such as a tray collecting water. Consequently, this claim was closed as ineligible.
  Later that day, you contacted us again, reporting that the system was not heating properly. Given the distinct nature of this issue, we proceeded with the claim and dispatched a ********** to your home on 1/13.
  The **********s diagnosis revealed:
  An overflowing furnace condensation pan.
  Heavily clogged drain lines.
  Lack of routine maintenance contributing to the issue.
  The total cost of the repair was $550. Although this claim was not covered under the terms of your policy, Elite offered to split the cost with you, covering $275. You declined this offer and requested a second opinion.
  Second Opinion:
  As a courtesy, we sent a second ********** to your home. Their diagnosis indicated that the inducer motor vent seal was leaking and a flood switch (sensor) required replacement. Both parts are explicitly excluded under the terms of your policy.
  Final Resolution
  Despite threats to post negative reviews, we must adhere to the terms of our policy to ensure fairness for all customers. While we understand your frustration, we have done our best to accommodate your requests, including exceptions and offers of goodwill.
  Unfortunately, there is nothing further we can do at this time. We wish you the best moving forward.
  If you have any questions or require further clarification, please dont hesitate to contact us.
  Thank you,
  Elite Home Warranty

  Customer Answer

  Date: 01/27/2025

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

  Dear Elite,
   
   
  I hope this message finds you well. I am reaching out to express my disappointment regarding the recent miscommunication related to our HVAC system maintenance. Specifically, I am puzzled by the assertion that we were informed about delaying service until the 90-day ***** Our agreement commenced on May 13, 2024, and by the end of August 2024, we encountered an issue with the outdoor condenser unit, where the fan was inoperative. As per our agreement, a ********** promptly addressed the fan issue, which I appreciated. It seems there may have been some misunderstanding regarding the frequency of our communications about the condenser. To set the record straight, your team serviced the condenser only once, addressing the issue with the fan at that time.
   
  In January 2025, we encountered a significant issue with our HVAC system in the attic, where water was leaking. The first ********** dispatched to our property unfortunately could not communicate effectively in English, prompting us to reach out to your office for further assistance. After discussing the situation with your representative, it was determined that it would be prudent to send a different **********. The second ********** arrived and diagnosed the problem as stemming from a malfunctioning inducer. He confirmed that the overflowing pan was due to a broken inducer and assured us that the pipes were not clogged, as evidenced by the photographs provided. The water accumulation in the pan was directly related to the cracked inducer, necessitating prompt attention.
   
  I dont think you guys recognize the distinction between a furnace and the broader HVAC system, its crucial to reiterate that the entire system encompasses heating, ventilation, and air conditioning, which includes components like the furnace. After an assessment by the second ********** from **********************, it was determined that the issue is a cracked inducer, which should be covered. However, I must address an apparent discrepancy. The total cost for the repairs was quoted at $2,123.06, as outlined in their proposed bill, yet I am unsure of the origin of your referenced cost of $550. Furthermore, there was no prior offer to split the costs, which raises further concerns about the communication surrounding this matter. If the entire repair was truly only $550, the offer to cover half would have made this situation avoidable.
   
  I urge you to review your records thoroughly and provide a viable solution to rectify this matter promptly. We value our relationship and hope to resolve this issue amicably.
   
  Thank you for your immediate attention to this pressing concern.
   
  Best regards,
   
  **** *******

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

  

  Business Response

  Date: 02/04/2025

  Dear *** ************** regret any frustration you may have experienced. Based on our records and call recordings, you inquired about the extent of your coverage and explicitly stated that you would "wait for the 90 days."
  Regarding the service visits, the first ********** reported that the condensation pan was overflowing, which affected the system. The second ********** determined that the inducer motor failure was caused by a leak due to the vent seal. As outlined in our policy, we do not cover leaks of any kind, secondary damages, switches (which function as sensors), or any form of system misuse.
  We acknowledge that you have posted reviews regarding your experience. While we respect your feedback, we must adhere to the terms of our policy and are unable to make exceptions. Additionally, we note that you expressed your intention to cancel your policy with us on January 17, 2025. Our cancellation team will be reaching out to finalize the process.
  If you have any further questions or concerns, please do not hesitate to contact us.

  Customer Answer

  Date: 02/06/2025

  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:

   Dear Elite,

  I hope this message finds you well. I am writing to express my concerns regarding the recent communication about the **** unit and to seek clarification on several points. Firstly, the assertion that there was a previous visit to service the unit is incorrect; this unit has never been worked on, and I would appreciate any proof of prior service mentioned in your original response. Additionally, there seems to be a significant discrepancy in the cost estimates provided. You initially stated that this was a maintenance issue costing $500, which you agreed to split, yet the second ********** quoted a repair cost of $2,500. If the issue can indeed be resolved for the previously mentioned amount, I am left questioning the rationale behind escalating the price so drastically.  Furthermore, I would like to address the matter of cancellation. I paid for the entire year upfront, and if you wish to terminate the service agreement, I expect a full refund. Lastly, I urge you to address the miscommunications noted above, as they are unfounded and could lead to further complications.

  I look forward to your prompt response and resolution to these issues.Thank you for your attention to this matter.

  Sincerely,

   

   

   

   

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

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

• Initial Complaint

  Date:01/15/2025

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I signed up for elite home warranty. First, they told me that I had to wait thirty days to file a complaint Then they told me. I can only use $300 until after 90 days. Then when I put in my complaints twice, they gave me the runaround on why they couldn't fix my appliances. And then when I try to cancel the service they told me they couldn't do it. Somebody would call me back. And I never got a response, terrible company.

  

  Business Response

  Date: 01/26/2025

  Dear ***** *******,
  Thank you for choosing Elite Home Warranty. We are dedicated to providing clear communication and ensuring our services align with the terms and conditions outlined in our coverage agreements, available at ********************************.
  Claim #1: Clothes Washer
  Our records indicate that your policy was purchased on 9/28/24 and became effective on 10/28/24. Your first claim was submitted on 11/2/24, just 5 days after the policys effective date, regarding a clothes washer that was not spinning or draining water.
  Elite dispatched a technician to assess the issue. The technician diagnosed multiple failures, including:
  A stuck transmission requiring replacement.
  A failed motor requiring replacement.
  A broken clutch.
  Severe rusting on the bottom, preventing the transmission or motor from being secured.
  Completely rusted suspension needing replacement.
  The total repair cost was estimated at $1,676.16. After consulting with the technician, it was determined that the extent of these failures could not have occurred within the 5 days of the policys effective period.
  As outlined in the policy, all covered items and systems must be in proper working order when coverage begins. Unfortunately, this system did not meet that requirement, and the claim could not be covered.
  Claim #2: Oven
  Your second claim, submitted on 12/16/24, was for an oven that would not turn on. Elite dispatched a technician who reported that the system was infested with roaches, causing damage to the infinite switches, control board, and burners. The technician further advised they would not perform any repairs due to the infestation.
  Under the terms of our policy, failures caused by infestation are not covered. Consequently, this claim was closed as ineligible.
  Policy Payment
  Please note that your December payment is currently past due. If payment is not received, your policy will become inactive, and you will be unable to file further claims.
  If you have any questions or concerns, please dont hesitate to reach out to us. Were here to assist you.
  Thank you,
  Elite Home Warranty

• Initial Complaint

  Date:01/08/2025

  Type:Service or Repair Issues
  Status:

  ResolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  The warranty was purchase with a set monthly cost ! Cost was raised without notification .. phone calls are not returned .. cannot access account .

  Customer Answer

  Date: 01/08/2025

  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:01/06/2025

  Type:Billing 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.

  Contract# *****, claim# 7 Furnace Broke ******* furnace was down, too cold, I called Elite HW several times on Tue 12/10/24 and asked them to send a technician to fix it. Their **** said they did not have any one available. Since my wife and I have health issues, I had to call ****************************, hope they could fix the furnace. Their lead tech came and took several pictures, sent to Elite claim concierge ***** *********, said it was definitely unrepairable and could not run safely because of carbon monoxide. He shut off the system and we got to move out temporarily to another house. While Elite **** did not provide any contractor nor any other help, I had to ask ********* Healting for help, it ended with a new furnace installed. I have tried to work it out a resolution with Elite through several calls and emails, they did not offer any help at all while my contract is still in ******** is obviously showed that Elite, an accredited member did not honor in treatment of customer, as one of a requirement of ********************. We're in winter, two of us are above 70 years old, have long time heath ********* Without heat, we would definitely not survive. We're looking for a good solution that shows their responsibility, based on the contract ***** and BBB commitments in business.

  

  Business Response

  Date: 01/07/2025

  Dear *** ************* at Elite Home Warranty are committed to providing transparent service and adherence to the terms and conditions set forth in our coverage agreements, as detailed on our website, ********************************.
  We do see that you purchased a policy with  us on 11/10/23 and it went into effect on 12/10/23 and it expires on 1/10/25. The policy was paid in full for a total of $589.99 for the year.  
  We do see that you have placed the following claims:
  On 4/18/24, claim ******* was placed which was a plumbing claim for a toilet in your upstairs bathroom- you cancelled this claim stating that you did not want to pay the copayment.
  On 4/18/24, claim ******* was placed for a plumbing stoppage which was covered in the amount of $289.99.
  On 4/18/24, claim ******* was placed for your AC system stating that the system was not cooling as efficiently as it should. The technician that we had at your home stated that the system was working properly however it lacked maintenance.  As a good faith gesture, Elite covered the cleaning of the system at that time for a total of $188.00.
  On 4/18/24, claim ******* was placed for your heating system stating that it was taking a long time to come on and you wanted to have it diagnosed.  However, this claim was cancelled - you stated you did not want to pay the copayment.
  On 9/10/24, claim ******* was placed for your dishwasher, which Elite covered in the amount of $220.00.
  On 11/15/24, claim ******* was placed for your bathtub pop-up assembly which we advised we do not cover, therefore the claim was cancelled.
  On 12/10/24, claim ******* was placed for your heating system- details are below
  On 12/16/24, claim ******* was placed for your garage door opener - Elite dispatched a technician however you had requested that we cancel our technician and had your own come out to your home.  Although you did have work done without authorisation, Elite went against our policy and offered to cover the claim as a good faith gesture.
  In regards to the claim ******* it shows that this claim was filed on 12/10/24 at 9:25pm and a copayment of $70 was due at the time of placing the claim however you requested to pay the copay once a technician was scheduled to come out.  Although the copayment is not for the technician to come out, but for placing the claim as stated in our policy, we did agree.
  At 9:53pm you reached back out to us asking if a technician was assigned to your claim as of yet.  We did advise you that our policy allows ***** hours to have a technician assigned unless you request an emergency claim to be filed for after hours which would be $150.00 rather than $70.00.  However, we did not collect any amount from you and advised we would do our best at that time to have a technician assigned.
  At 10:49pm you contacted us back explaining that you were leaving the home and not to assign anyone until you contacted us back to advise when someone would be there.
  The following day, you contacted us back at 8:55am to let us know that you would not be available until after 12 noon and that your phone does not accept any unknown calls and to email you directly.
  At 9:54am on 12/11 we reached out to a technician who stated he was able to go to your home on the same day after 12pm per your request. We also explained that once the technician was at your home we would then need to collect the copay that was due upon placing the claim.
  At 12:36 pm on 12/11 we spoke with you and advised that you were upset with the turn around time of your claim, we explained again that although we have 24 - 48 hours to have a technician assigned, we did in fact have one that was going to your home that day at the time you had requested. You then advised that you would prefer to use your own technician however after reaching out to him, he explained that he would not be able to work with a home warranty company and would not follow our protocol. You stated that you were okay using our technician.  We once again requested you to pay the copayment which again, you had refused.
  At 2:19 pm on 12/11 our technician showed up at your home as promised however upon their arrival you had your own technician there.  Therefore, we paid our technician for his service call fee and sent him away.
  At 6:53 pm on 12/11 your technician reached out to our team and stated that you did not want to wait on our authorization department to review the claim, and that you had planned on having the work completed.  Your technician wanted to know if you would be reimbursed for work that would be done however, we explained that we needed a diagnosis of the failure and we would not reimburse for work completed without authorization but furthermore, you still did not pay the copayment that was due at the time of placing the claim. 
  On 12/12, we reached out to your technician to obtain the diagnosis however it was not provided to us.
  On 12/13, we received an email from the technician which stated that there was a large crack in the heat exchanger and the system was forced to be shut off per safety code. Although the copayment was still not paid for the claim, we did explain that per our policy, we specifically do not cover cracked heat exchangers therefore the claim would not be covered.  
  We do regret any frustration that your claim has caused however, Elite Home Warranty is in full compliance with all of our terms and conditions of our policy.
  Please feel free to contact us with any questions or concerns.
  
  

  Customer Answer

  Date: 01/10/2025

  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 has violated our contract ***** Elite Complete where is no limitations exclusions on the furnace when they sold the policy. I did not sign any clause in the contract to approve any limitations. They do not have any right to deny the coverage of the furnace broke down in winter time. It is legally and morally unacceptable.

  Elite HW was given so many chances to repair or replace the furnace when I called several times on 12/11/24 and when ********** Heating's  emails on 12/11/24 with 13 documents attached after the lead tech ******* estimated and confirmed a large crack on the heat exchange of the furnace. They just ignored their responsibilities! They did nothing even **************************** said they turned off the furnace due to possible carbon monoxide and protect us, senior citizens over 70 yrs. old.

  This is a chance for Elite HW to show the public they're "true Honest and true Reliable" as said on their website. Your action of taking care of your customer in a critical time of life or death has more valuable than any advertisement texts/emails.

  I have high hopes that Elite HW will reimburse us what we have paid the $13,900.00 to $********** Heating through credit card and financing PSE&G for the furnace to survive the winter. 

  *** ******

   

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