Elite Home Warranty Reviews

On 10 August 2024 I contacted Elite Home Warranty Claim Service (888) 222-1202 to notify them that my 5-ton Rheem A/C Unit was not working, it was no longer cooling my home. I went to their website which states: “Open a Claim: When something happens, we're here to help. Report a claim with our claims concierge or do it online. A service fee is charged when filing a claim. We process claims 24/7 and we will solve the issue very quickly.” My Agreement states: V. FILING A CLAIM: “ B. You must notify EHW as soon as you discover a potential Breakdown, which notice must be provided to us prior to expiration of the Term of Coverage. If you think a Covered Item has experienced a Breakdown, please provide notice of your claim to us by either: (i) going to our website at www.elitehw.com , or (ii) by calling us at (888) 222-1202 immediately.”

This is my first complaint, there is no ability to initiate a claim on-line which is a customary method based on my experience with other Home Warranty companies that I have used over the past decade. I was forced to call the Claim Service Concierge Number and waited approximately 30 minutes before answered and assisted. The initial portion of the claim was executed as expected with the exception of never being provided a task or incident number for the issue, the concierge collected all the details associated with the issue subsequently assigning them to a service provider, who was Prestige Air.

Prestige Air contacted me immediately and made arrangements for a service technician to come to my home that day and diagnose the problem. The service technician came and through the course of troubleshooting identified that the Air Handler Motor of the 5-ton A/C Unit was not operational and would need to be replaced. Since it was Saturday, they stated they would not be able to get the replacement motor until Monday. They subsequently contacted me that day and informed me that they had informed Elite Home Warranty of the issue and diagnosis and that the course of action was on Monday, 12 August 2024, for Prestige Air to contact Rheem and check on the warranty associated with the A/C unit as well as identifying a replacement motor at a supplier, and subsequently providing Elite Home Warranty with a quote/estimate for work to be completed for approval prior to completing the job at my home.

compressors, motors, condensers, casings, pumps, transformers, capacitors, contactors, pressure switches, belts, pulleys, drain lines, thermistor, elements, exchangers, fuses, electronic circuits, rectifiers, evaporator coils, condenser coils, zone controllers, copper line leak repair, blower wheels, blower motors, defrost elements and Freon*, except:”

Thus is the primary reason for my complaint: I contacted Prestige Air at 0904 Monday, 12 August 2024, to ensure everything was being executed as expected and that my issue would be resolved that day. Especially in light of the importance of an operable air conditioning unit being needed in the summer months in Florida. I was finally able to reach someone (Natalie) at Prestige Air at approximately 1030 inquiring about the status. She stated that the estimate had been submitted to Elite Home Warranty a half-hour prior and that they were awaiting approval from them to complete the work.

I immediately phoned Elite Home Warrant to inquire about the status of the job. This is where the issues begin, I was informed by the Claims Concierge that they were unable to provide a status up-date and that the issue was with Elite Home Warranty management and that they would be contacting me as soon as the manager got off of his current phone call. I waited approximately one hour and called the number for the Claims Concierge again at 1138 for a status up-date on my claim. I was told once again that the answering claims concierge was not able to provide any information and that someone from management was required to speak with me and that they would contact me with in the immediate future.

I waited until 1217 and called the Claims Concierge number for the third time to request status up-date of my claim, once again I was given the run-around with the same excuse that management had my claim, that they needed to talk to me, but were on the phone and would get back to me immediately, I expressed my frustration and how my patience was being taxed. I waited until 1354 after receiving no call, I called the Claims Concierge number and demanded immediately to speak to a manager or supervisor. I was put on hold and eventually spoke to a manager and demanded to know exactly what was going on with my claim.

The issue as stated by the manager is that they disagreed with the $1,200 estimate that they received from Prestige Air, Elite Home Warranty believes the replacement part itself is approximately $150 and wanted to speak to the Prestige Air technician concerning the estimate. He asked if I was willing to pay half, $600, I was incredulous at the audacity of him even asking and told him no. I inquired if they had in fact attempted to contact Prestige Air to resolve this, he stated they had unsuccessfully attempted to contact Prestige Air several times. I told him I doubted the veracity of that statement since I had successfully communicated at least twice that day with Prestige Air.

I offered to contact Prestige Air to have them call Elite Home Warranty and he accepted. I told him about my effort in the selection process of choosing a Home Warranty Company, I explained why I selected them and what my expectations were, I explained that I had claims with Home Warranty Companies in the past that sometimes cost thousands of dollars and that it was irrelevant to me how much they were going to have to pay for the claim, that my expectation is that they live up to their portion of the contract or that I would be submitting complaints against them and seeking resolution through consumer protection organizations.

I subsequently contacted Prestige Air and was informed that they had not received any communication from Elite Home Warranty after they submitted the estimate to them. I requested that Prestige Air please contact Elite Home Warranty to provide them any additional information they required. I subsequently spoke to Prestige Air and they informed me that they had provided all requested info to Elite Home Warranty inclusive of an additional estimate where Elite Home Warranty provides the motor for installation and Prestige Air installs it, but still hadn’t received an approval.

On 13 August 2024, I contacted Elite Home Warranty Claims Concierge six times, at 0819, 0836, 0843, 1003, 1112 and 1158. Each time I was given the runaround about them still investigating, not having all the required information, the decision maker being unavailable, etc. I demanded to speak to the Director who was ultimately responsible for providing the approval. I was told I would receive a call back from the person. At 1346 I received a call from a Claims Concierge, not the Director that I had been promised would be calling me. I demanded to know exactly what was going on concerning my claim. I was told that Prestige Air had provided them an estimate totaling more than $1,400 for labor, parts, freight, etc.

The Claims Concierge did not mention anything concerning the second estimate associated where Prestige Air would be solely providing installation for a motor provided by Elite Warranty. The Claims Concierge stated that they wanted to offer me $300 for this claim. I was infuriated and immediately refused, I explained that I have had Home Warranty services for over a decade and that at no time had I ever had a company attempt not to pay for a contractually covered item. I told them my expectation is for them to pay for the repair and it is irrelevant to me about the cost, I have a contract that I paid them $1,200 for and I expect them to fulfill their obligations. The person told me that the individual that supposedly was responsible for making this decision was not a director but Supervisor Manny **. I told the person that I want this individual to contact me. I never received the promise call back nor have I received resolution for my issue.

I’ve had the displeasure of reading similar complaints concerning this company on the Better Business Bureau site, these complaints did not exist when I originally was researching and attempting to vet this company. It is apparent that this company lacks morals, scruples and integrity and are prone to lying and not meeting their contractual commitments. With this I say Caveat Emptor! Do Not utilize this service! I want my $1,200 refunded immediately so I can sign up for a Home Warranty with a company that actually fulfills their obligations.

They never make you feel like you're a bother when I need to ask questions over and over, they're really an amazing team, I bought a house that has had many unforeseen things break or go wrong. TRACY WORKS so hard to make sure you are truly handled with the most incredible experience. They go above just being a warranty company, They make you feel like a person and not just another number or Contract. I have never been given excuses or told no that’s not covered or sorry we can’t help you, your money you spend for your warranty is worth its weight in gold. Thank you Tracy, thank you Brandon and Thank you Tatiana for being so Amazing!! If I have forgotten anyone, I do apologize, The entire team works for you like your family.

They also had to fix the vacuum. The latest people that came out removed two of the hoses, but now it's not cleaning the back of the pool as well because they removed too many hoses. They said they would come out and they just replaced them, but they didn't add new links, which I think they were supposed to. So now we have that problem where we have to go and buy hoses, and I thought we paid for that. Other than that, there are no issues.

The only issue is Pete’s Dolphin Pool said that they would come and add two new links to the vacuum, which is what I believe was covered through the warranty. They were really great, but they haven't done that. Their pool expert said that we had too many links. Then the other expert is saying, “You need two more links.” Everyone's giving different opinions. Other than that, our experience has been great.My biggest complaint would be that when we worked with Nathan, he did not tell us about a 90- day waiting period. We knew about a 30-day waiting period but nothing about a 90-day. That was really frustrating because we just bought the house, and then that happened. We felt misled by Nathan, and he was really nice but that was frustrating.