Elite Home Warranty Reviews

I chose Elite based on positive reviews, but this experience has shown a lack of integrity and accountability. I expected better from a company that advertises trust and transparency. I’m now forced to escalate this issue through formal complaints. I do NOT recommend this company and would urge others to be very cautious before signing. If a company won’t honor a cancellation policy or basic customer service, it raises serious concerns about how they handle claims or long-term support.

Original review: My experience is extremely frustrating!!! After being denied a claim for my dishwasher, I decided to cancel my contract on February 2025. I received an e-mail stating that I will receive a $300.00 pro-rated refund. It is now July and I still have not received my refund. I called the billing department several times without any satisfaction. I placed a complaint with the BBB. Let's see what happens next. An extremely dissatisfied customer.

Today, July 15th, I called to cancel my warranty. I was told if I cancel, the two checks will not be mailed out. Basically I am being held captive with this warranty company if I want to cancel because my checks are going to take at least 45 business days to be mailed out, even though I was told they are already authorized for payment. No one can seem to do anything about this. This cannot be legal. This company is a scam. I have also filed a complaint with BBB.

According to many complaints against Elite Home Warranty on the Better Business Bureau website, this is a common practice of Elite not paying their claims, and deceptive communications. This is a clear breach of contract and a scam. I have full transcripts of all phone calls and email communications with Elite and will be pursuing legal action up to and including a class action lawsuit to protect others from their scam.

Original Review: This is a Summary of the Elite Home Warranty Scam & Breach of Contract. I signed a 1 year Complete Home Warranty Contract with Elite Home Warranty and paid them $635 on 9/2/2024. 7 months into the contract on 7/2/2025 I filed a claim for a broken garage door spring. Elite told me that garage door springs were not covered, until I read back their contract to them, and they then agreed it was covered. After several days I contacted them on the status and they told me they couldn’t find a local business to fix the garage door spring. I pointed out that the warranty stated I could pick my own repair company and they agreed. After contacting several local garage door repair shops, they all told me the same thing. They will not do business with Elite Home Warranty because they try to cut their repair fees in half, and want them to use inferior parts.

I contacted Elite and asked if I could just pay the door company and have Elite reimburse me. They agreed. I had the garage door repaired and paid the door repair company. I sent the invoice & receipt to Elite and they said they would send a check in 45 days, then 45 business days, then “the check is in the mail”. I finally gave them a deadline of 7/11/2025 (3 months later) to send the reimbursement check or to at least refund the $70 copayment I gave them on the garage door repair, which I had to pay full price for to the repair company, and to cancel my contract and provide a refund. They would not communicate with me after that. So basically I paid them $635 for a contract they did not honor, plus a $70 copayment for a repair that I had to take care of myself. This is a clear breach of contract and a scam. I have full transcripts of all phone calls and email communications with Elite.

In the meantime, I decided to call a local A/C technician, who came out, added freon, and informed me that the A/C had a leak in the coil. The repair estimate was $1900, and I had to pay $215 out-of-pocket for the freon right away. When I contacted Elite again to ask if they would cover any of this, I was told that leaks are not covered under their warranty, but they would submit the invoice for the freon to see if they could reimburse some of the cost.

I felt there was no point in continuing with Elite Warranty if they wouldn’t cover anything significant, so I requested to cancel my service. However, they charged my card again, and when I asked for a refund, they refused. I’ve now had to file a dispute with my bank just to get my money back. In short, I am extremely disappointed with Elite Warranty. Their customer service was poor, their coverage didn’t help in my situation, and they refused to honor a simple refund request. I won’t be using them again and would not recommend their service to anyone.

When I was able to fill the tub back up the pump didn't work. They denied the claim because the reason for failure could be that there was no water going to the pump. The hot tub was completely off no power to it while they repaired it. They made the decision and close the claim without talking to me and then call me today to tell me they closed it yesterday and there was no way no change the decision. They said "I am the manager there is no one else to speak to". Everyone I talk to is supposedly a manager. Absolutely terrible business, unprofessional and a scam. Go with a different company. I am leaving the review FOR OTHER NOT TO MAKE THIS MISTAKE, this company and they are supposedly accredited with the BBB and they should not be.

You’ll be chasing plumbers, electricians, or appliance techs on your own—out of pocket—while Elite calls that “coverage.” Their supervisors? Often aggressive, fast-talking, and oddly reminiscent of used car lot closers. It’s not rage, it’s just the facts—and it’s deeply disappointing. Look elsewhere for a warranty that actually shows up when your systems don’t.

I asked for all of my $850 back, as it is fraud to sell services you cannot provide. I have talked to 3 people trying to get my $850 back and the last gal said she is the top of the line - that anyone above her is management and they won't talk to me. She said if I had asked for my money back earlier they could have given me a prorated refund - but since my policy expires May 29th they will give me nothing. I reminded her that this is fraudulent business practices to take people's money and then not have the ability to offer the services that the customer paid for. She said they will not refund my money. DO NOT DO BUSINESS WITH THESE THIEVES.

Like someone else noted they are just a bunch of kids answering the phone. And every time there is someone new answering the phone (many people there leave because they realize what's going with that company). When I realized how bad they were, I asked for a refund because of their unavailability to render decent service, and they would not refund me, even if I had not used their service once because they bailed on me. I filed a complaint also with the BBB against this company. Do you research and see how many bad reviews are out there for this company and don't believe what they advertise that they have no negative reviews.

"Release. You agree to waive the rights to dispute any payments transactions or to file a complaint or leave any negative reviews prior to contacting EHW’s Resolution Department at (718) 360-0297. This includes posting any negative reviews against EHW and/or any of its affiliates, with Facebook, Better Business Bureau, Attorney’s General’s Office, Department of Consumer Affairs, Google, Yelp, Review Websites, Blog Posts, and any and all other social media.

If applicable, once a dispute or claim is resolved with EHW, You agree to remove, delete, and erase, any and all negative reviews posted online against EHW and/or any of its affiliates, including but not limited to Facebook, Better Business Bureau, Attorney’s General’s Office, Department of Consumer Affairs, Google, Yelp, Review Websites, Blog Posts. If applicable, once a dispute or claim is resolved with EHW, You agree to close out any and all complaints against EHW as resolved and/or satisfactory. Failing to do any of these aforementioned obligations will result in a termination of this Home Warranty Service Agreement."

No one moves with a sense of urgency. The customer service and follow up is piss poor. You have to constantly keep calling them and reminding them to do their job. Each agent that you speak to you have to tell your story over and over as if there is no notes saved from the last person. Their website mentions that they are reliable. They are definitely reliable with delaying your claims process. And you can forget about communicating with someone once your claim is filed. I made a very bad decision when I chose this business. It's even more irritating when they say they are sorry thinking it will everything all better.

The reality couldn’t have been more different. When I received my 31-page contract, I was shocked to find that the first few pages 1-3 were filled with useless ads, like a free home security system, etc. pages 5-7 was the agreement and in large bold max payout per year for each appliance. And the rest of the "service agreement" was buried in fine print on pages 8–31. What’s worse, the large, bold coverage terms they advertised were intentionally misleading. I never expected to be hit with so many hidden exclusions buried in fine print.

In March 2025, when my water heater broke, I called them expecting to be covered up to $2,000, as promised. I paid the $70 service fee, thinking the rest would be handled. A plumber came out, determined the heater was unrepairable, and submitted a $1,850 quote for a replacement. After waiting hours, I was told Elite would approve only $750—completely contrary to what was clearly stated in the contract.

When I questioned this, the representative told me to refer to page 26 of the contract, where it states that water heaters over 10 years old are only covered for $750. This was never explained during the sales process, and the contract buried this crucial information deep in the fine print. It’s clear that Elite Home Warranty intentionally misleads customers into thinking they’re covered for major repairs, only to hit them with drastic payout limits when the time comes.

Elite is nothing but a scam! They will lure you in with empty promises, then leave you high and dry with small payouts and countless exclusions. They don’t care about their customers—they care about collecting your money. I’m stuck with them for two more years, but I’m done trusting anything they say. I wouldn’t recommend Elite Home Warranty to my worst enemy. The sales representatives are dishonest, deceptive, and clearly have no interest in delivering on their promises. If you value your time and money, stay far, far away from this company!

The first 30 days you're not covered at all. The next 90 days they will only cover a max of $300 minus your deductible. So really $225 max. That 24 to 48 hour turnaround time is nowhere in the ballpark of what actually happens. It can be weeks or longer, before even hearing from anyone the first time after filing the claim. However there is a way around this. Simply speak to a manager and things go like they claim. If you're not willing to deal with all the phone tag games and having to wait on hold to speak to a manager to get something done. This warranty is not for you. If you can handle that save a little money in the end it's fine. If my wife and I could get customer service every time like we did yesterday. This warranty would be fine.

We had to call Elite numerous times to expedite the review process, only to be told the repair wasn’t covered because the plumber claimed the gas valve was the problem—a part that is, in fact, covered under the policy. I reviewed the contract myself and confirmed this. After pressing the issue and speaking to a manager, they admitted their supervisor was wrong and agreed the repair was covered. Despite this, the issue still wasn’t resolved. Elite sent out a second plumbing company. They spent six hours diagnosing the problem and determined the gas valve wasn’t the issue after all.

Now, six days later, my mother is still without hot water, and we’re once again waiting for Elite to review the situation and decide what to do next. Elite's tagline claims they “put homeowners first,” but this could not be further from the truth. Their service is unprofessional, unsafe, and agonizingly slow. Between the poor service, dangerous mistakes, and lack of urgency, I cannot recommend Elite Home Warranty to anyone. Avoid at all costs.

Issue 1: Air Conditioner Replacement
I filed a claim to replace my completely broken Casita air conditioner. A licensed HVAC professional confirmed the unit was beyond repair, yet Elite Home Warranty denied my claim, citing "improper installation." This is absolute nonsense! The unit is 100% non-functional and needs replacement, which is CLEARLY covered under my policy. Instead of honoring the warranty, Elite left me with a $12,000 replacement bill. If you value your money and sanity, DO NOT TRUST these people!

Issue 2: Pool Heater Repair
After months of runaround, Elite denied my pool heater claim because they claimed it was "not properly maintained." Excuse me? Everyone knows a pool heater is a closed system—there’s no maintenance to be done! The parts aren’t even available anymore, meaning a full replacement is necessary. Still, they refused to cover it.

Both of my claims were legitimate and backed by professional assessments, but Elite Home Warranty did everything in their power to dodge responsibility and deny coverage. Their customer retention manager, Anna, has been a nightmare to deal with—delaying resolutions for months and actively obstructing any real progress. Her incompetence is just one part of the larger fraudulent scheme that defines Elite Home Warranty. I’m warning you now—if you purchase a policy with Elite Home Warranty, you’ll end up like me: out thousands of dollars, frustrated beyond belief, and forced to take legal action just to get what you’re owed. DO NOT WASTE YOUR TIME OR MONEY WITH THESE FRAUDSTERS! You've been warned.

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.