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 LLC

  10 Ferry St Ste 313 Concord, NH 03301

  
• 

  Elite Home Warranty

  225 Asylum St 20th Floor Hartford, CT 06103

  
• 

  Elite Home Warranty LLC

  251 Little Falls Dr Wilmington, DE 19808

  
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  Elite Home Warranty LLC

  209 Washington St W Charleston, WV 25302

  

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:04/07/2025

  Type:Product 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.

  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:03/21/2025

  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.

  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:

  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.

  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:

  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.

  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
  
  

• Initial Complaint

  Date:03/10/2025

  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 submitted a claim in January 24 2025 for microwave replacement they approved 250. And still have not been paid they keep saying will be issued this week still no check I pay very month for this warranty insurance this is my first claim with them I would like to get refunded.

  

  Business Response

  Date: 03/15/2025

  
  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 however as we have explained our check process takes 30 - 45 business days which does not include holidays or weekends.  According to our records, the check will be mailed out by the end of this upcoming week.
  

• Initial Complaint

  Date:03/01/2025

  Type:Product 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.

  On Jan. 9, I placed a work order for my heat because it wasnt working, and snow was expected. Elite assured me that they were taking my claim seriously. I received a text stating that the tech wouldnt be able to come until Jan. 14. I texted them back, but got no response.On Jan. 14, the tech arrived unaware that Elite had sent them. The tech asked me to call Elite to clarify what services would be covered. I called Elite and customer service told me they would call me back. I was at work during this time, so my mom had to sit with the tech, a stranger, in my house for 45 mins. The techs company managed to find Elites contact info. He then realized he didnt have his leak detection tools, so he left without doing anything. The tech remarked after reviewing Elites coverage, I could do better with a different company.I asked if someone could come out ASAP due to cold temperatures. I asked whether Freon was covered per visit or just one time, but I never received an answer.I called a supervisor and she informed me that Elite wouldnt put Freon in (to hold me over until repairs could be made). She stated that if there was a leak, they wouldnt cover any repairs. This was frustrating, as there are businesses in my area that offer same-day service. I requested to ****** my contract. Supervisor said she couldnt cancel it and that someone would call me back.I called back around 4 p.m. Jan. 14 and spoke to *****. I explained the situation and she cancelled my contract. She said I would receive a $245 refund and kindly arranged for someone to come out next day to inspect the system free of charge. I never received the refund. Tracys number is **************, but it never seems to connect back to her.I called again on Feb. 1 to inquire about my refund. I was told it would be mailed, but I still havent received it. I called on Feb. 22, and was told there was no record of my refund, but billing would contact me on Monday. Of course, no call back.

  

  Business Response

  Date: 03/15/2025

  
  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 according to our records, there was a refund of $247 that was owed to you.  We agreed to send another technician out at no additional cost to you; however the refund that we authorized would take 30 - 45 business days to process.  The refund was placed into our system after the courtesy technician reported the outcome to us on 2/03/25 therefore the check will be processed on the 20th of this month. 
  
  

  Customer Answer

  Date: 03/27/2025

  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:

  [Elite responded on March 22nd confirming they owe me a refund and that the check would clear on the 20th. It is now the 27th and I have still not received my refund.]

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

  
  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: 04/19/2025

  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. They ended up mailing a check for $175 and then sent the $70 to my card after I called them saying the check was for the wrong amount. Total $245 refunded to me, even though above says $247. I'll take it though after over 3 months of waiting. 
  
  Sincerely,
  
  ********* *********
  
  
  
   
  
  

• Initial Complaint

  Date:02/26/2025

  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.

  I have a home warranty (through February 2025) with Elite Home Warranty in ********. Our water heater had a leak. I contacted Elite HW, they charged $75 service fee to cover my part per their warranty policy. I gladly paid them the $75.00. After I made repeated phone calls to Elite, finally two days later a plumber finally came out but could not reach an agreement with Elite on the cost of a particular part. Elite said just the part should cost $50 and plumber said $200. I called Elite many times within seven days and was told it was still with Elite review board....what ever that meant. Seven days later and my water heater still had not been repaired per my Home Warranty with Elite. Elite said they would send me $400 to cover the water heater issue and I could hire my own plumber. They said they would expedite payment to appx 8 days. After not receiving our $400 payment and many calls to Elite, they said it would be 30 business days before check was issued. I called 2/24 and tried to cancel my March policy, Elite HW said their cancellation **** would call me back within 48 hrs. That never took place. I called them again today Feb 26th, and now they said they did cancel the policy (although I never did talk to the cancellation ****) and because it has been canceled even though I hadn't spoken with the cancellation ****, which was part of their procedure, they wouldn't be sending me any refund!!!! They said they don't issue refunds when you cancel service. I argued the service was in February when I was covered and cancellation was for March. Keep in mind, I had already paid my $69.00 warranty policy fee which came out of my checking acct. I even asked the Elite representative on Feb 24 if I cancel my policy would it affect my $400 refund. He said he would have the cancellation **** call me and I could ask them but I heard from them. I tried to contact a manager ***** **** but said she couldn't take my call and to talk to an customer svs agent.

  

  Business Response

  Date: 03/12/2025

  At Elite Home Warranty, we are committed to providing transparent service and adhering to the terms and conditions outlined in our coverage agreements, which can be reviewed in detail on our website: ********************************.
  We regret any misunderstanding regarding your claim. Based on the technicians diagnosis, your claim was not eligible for coverage, as expansion tanks and systems under manufacturer warranty are not covered under our policy. The technicians report stated:
  "Failure due to expansion tank causing temperature to open Age: 3 years. Technician recommends replacing thermal expansion tank and temperature release valve."
  Please note that expansion tanks are excluded from coverage, and at three years old, your system would typically still be under the manufacturers warranty, which our policy also does not cover. However, as a courtesy, we offered to assist by providing you with $412.68 for this non-covered claim.
  Although you chose to cancel your policy, Elite was not obligated to proceed with the goodwill payment. However, because we had committed to assisting you, we honored that commitment, and a check was mailed to you via **** on 3/5/25.
  If you have any further questions, please dont hesitate to reach out.

  Customer Answer

  Date: 03/20/2025

  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:02/17/2025

  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 January 21, 2025, I paid Elite Home Warranty $75 to send out a technician to service my heating unit. Elite Home Warranty sent out ***** ***** Heating and Cooling to diagnose and repair my unit. The technician came out to my house and disconnected both my heating and my working cooling system. He also removed the condensation piping to the cooling system. After everything was removed, he then took pictures and sent those pictures to Elite. No pictures were taken of my unit prior to him removing everything nor were any pictures shared with me. No contractors only take pictures after but takes pictures before and after. The technician then calls Elite Home Warranty and tells them my unit has wiring issues and was a fire hazard and that is why he disconnected the cooling system. Elite said they could not be responsible for the repair because of the information reported from **************** that my working cooling system was not installed correctly. Meanwhile, ***** ***** contacts me and tell me he can fix my unit for $800 and first & then lower the price to $650. ***** created a situation that needed to be fixed. **************** was asked to come back and plugged back in my working cooling system, and they refused to honor that request. Per Elite Home warranty, there is nothing they can do. I am now left to find my own contractor to repair the damage that ************** ***************** caused. I contacted another contractor to come out and plug back in my working cooling system. Because of the mess that ************** caused, the new contractor has to start over because they can't figure out were the wires go. I am left to pay to replace a working system because **************** refuse to come back to plug in my system. Elite has left me as the homeowner holding to bag for this repair.

  

  Business Response

  Date: 02/23/2025

  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, ********************************.
  Upon review of your claim, we see that you stated that the heating system was not working and not turning on.  We dispatched one of our technicians to the home and he explained that the system was not wired up correctly, it had taped up wires and needed to be unplugged due to a fire/ safety hazard. 
  The power cord was disconnected. It had been wired through a safety switch, which has a button on the front. The previous technician had connected the power cord to the system using a small terminal, but this bypassed the safety switch. Having a system bypass a safety switch is incredibly dangerous and our technician was not able to leave while it was still connected because he would then be responsible. Unfortunately the claim was considered as improper installation or previous repair from a previous technician. 
  We do regret any frustration that this has caused however Elite is in full compliance with our terms and conditions of our policy.
  If you have any questions please feel free to contact us.
  
  

• Initial Complaint

  Date:02/11/2025

  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 Warranty on July 28. I was Informed that for 30 Days I can not *************** post which the policy goes into effect for the term. The sales representative I signed up with for this service, provided lots of False Information on what is and what is not covered, I asked Very Clearly, If I file a clam September is it covered, his response yes everything is fully covered including full replacement. Based on this answer, I agreed to an incentivized full year term and I paid in full.I called in September for a fix on my AC unit, It was originally declined stating please Review Agreement you owe a significant portion out of pocket and primary reason is I can not file any claims for 90 days without incurring an extra charge. After an escalation and conversation with a supervisor my claim was covered fully and service was completed.I filed a Second Claim in November for an Oven problem, paid my C0-Pay and a tech came out. No Fix was provided, after follow *** my claim was Verbally declined and 10% offered as total coverage available. I filed for grievance again with this escalating to Supervisors. I Voiced my concerns however this has not been resolved, In December i requested cancellation of service and requested a full refund as this company has false representation. The company has agreed to part ways and refusing to Refund my money claiming It has been used by my 1st claim. 1. ************ should not be BBB Accredited.2. They have False Representation (They said they record all calls, happy to have my recording released for this Investigation)3. I Requested Cancellation of Service in December I have no Further Communication since 4. I Asked for In Writing why my claim is denied and them explaining why I am buying a 12 ************* with 4 Months of No claim requirements.5 I asked to speak to some one higher up and was told this will NOT happen.6 They Tried to Negotiate a deal for me not to file this complaint here with the BBB.

  

  Business Response

  Date: 02/23/2025

  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, ********************************.
  Upon review of your policy, it shows that you purchased it on 7/28/24 and it went into effect on 8/28/24. Six days later, you placed a claim for your AC system stating that it was not cooling properly.  According to our policy, we will provide coverage up to $300 within the first 90 days from the effective date.  However, as you stated, the repairs were more than that and we did cover them as a courtesy. 
  The following claim you submitted was on 11/12/24 which was 77 days into the policy, still within the 90 days.  The failure to your oven was estimated at $1192.54 in which we explained that we could offer you the amount of $300 again, this would have been a courtesy since we had already provided you with the initial amount on the first claim.  Please see below portion of the policy:
  For the first ninety days of the Term. Subject to the other limitations under this Section XII and the Agreement, the following additional limitations on our liability apply to every Breakdown that is otherwise covered under this Agreement, for the first ninety days of the Term: *** provides coverage for repairs, replacements and parts required for the Breakdown of a covered item and EHW's Total Liability for the first ninety days of the Term for repairs, replacements and parts required is limited to paying You in the aggregate up to $300 for all claims combined within the first ninety days. The above limitations apply only to a new agreement and does not apply to renewals.
  We did reach out to you and one of our managers explained that according to the policy, being that you paid a total of $850 and Elite has paid out a total of $570 for one claim and another claim we paid the service technician $120 for a total of $690, the amount of time that you were with us as of December was 3 months. The pro-rated refund as described in your policy would be at $0. However, if you would still like to cancel, we will move forward and cancel the policy.
  If you have any questions please feel free to contact us.
  
  

• Initial Complaint

  Date:02/08/2025

  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.

  Last February I took out a home appliance warranty from this business. Policy effective Feb 8th. This policy covered repair or replacement of **************** early June I noticed food in my refrigerator as not as cold as it should be. On June 6th I called to initiate a repair for the refrigerator After 7 or 8 phone calls (which I have notes on) Elite did agree to send someone out to look at the refrigerator. They did send someone out to provide a diagnostic but they stated they could not repair. After additional phone calls another technician came out and provided an repair estimate to repair of $1,000.After subsequent calls Elite could not arrange to have the unit repaired and offered a cash payment to me of $950 to settle the claim. They said they would send a check in two to three weeks and never did. Talking to service technicians was told that they give you the line the check is in the mailTo get by I bought a second fridge which I continue to use for anything that needs to be cold.I would either like my refrigerator fixed or the original check.

  

  Business Response

  Date: 02/23/2025

  Dear **** ******,
  We regret any frustration however we do not have a claim from you for this current year.  The last claim we have for you was from 6/10/24 and then another claim that was placed on 7/12/24.  However, the claim that we have for you that was on 7/12/24, it was closed out as unreachable.  There does not appear to be any amount being offered to you.
  If you have a claim that you need to file, please contact us and we will be happy to place one for you.
  Thank you,
  Elite
  
  

  Customer Answer

  Date: 02/28/2025

  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 did issue a warranty claim and finally settled on an amount of $950 to resolve after many dozen phone calls.   This claim does date back to last year when my policy was in effect.  Extremely frustrated in dealing with this business so sought legal advice before filing this with the BBB.   Would like to resolve this without having to take additional actions.

   

   

   

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

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

  

  Business Response

  Date: 03/15/2025

  Dear **** ******,
  The claim you placed for your refrigerator on June 10, 2024, was diagnosed as having a leak, with a total repair cost of $958.33. As outlined in your policy, Freon for refrigerators and leaks of any kind are not covered, and unfortunately, this claim did not qualify for coverage.
  At your request, we arranged for a second opinion, but the technician confirmed the initial diagnosisa leak requiring system replacement. Since this type of failure is not covered under your policy, the claim remained ineligible for coverage. Additionally, our records do not indicate any goodwill assistance was offered for this claim. The claim was officially closed on June 14, 2024 as not covered.
  We regret that we are unable to reopen a non-covered claim. However, if you need to file a new claim for a different issue, please feel free to reach out.

  Customer Answer

  Date: 04/14/2025

  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 do not accept this.  I filed a complaint and did write down all the conversations I have had.   Part of the reason I went with the service from this company is they had a very good BBB rating.  I now see a number of unresolved complaints about the company.  Too bad.  Would like to resolve without having to go to court.  Will let the business decide if i should do this and then initiate or joint a social networking effort to dissuade people from using their service

   

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

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