Elite Home Services

Complaint[redacted] sent elite home services out to fix my a/c , it has been 20 days and I still donot have a/c , they came out today and left without fixin[redacted] sent elite home services out to check my a/c on the 20th of june , 2014 , I kept getting the running around by [redacted] and elitehome services, elite came back out to my home to repair my a/c my wife told them I was on my way , that they could go a head an d start , he say no he needed 700 dollars first , she said he is going by the bank he will be here in 30 min. he said ok , I showed up in 15 min , he was gone , elite told [redacted] I refuse to pay the 700 dollars , which was a lie. the tech left and start on another job , elite reshudule me for 7 days later, I t old them it is 100 degrees, please come back what you doing , I have been out of a/c for 20 days waiting on you, theysaid they will be back in 7 days, I called [redacted] home protection , they did absolutly nothing but agree with elite , I sit there in disbelief, I sad I have been without a/c for 20 days and I got sit here 7 more days in 100 degree weather, unbelievable, [redacted] is only going to pay 625.00 ,I got to pay 700.00 elite home services [redacted] ,memphis tn 38125,[redacted], invoice#19106//[redacted] home protection/ total protection home warranty/ 8887545931/ claim #[redacted], contract#81059694, COVER PROPERTY [redacted], THANK YOU Desired SettlementALL MONEY THAT HAS BEEN PAID TO CROSS COUNTRY AND ELITEBusiness Response Mr. [redacted]'s home warranty company,[redacted], dispatched a work order on 6/19/14 to Elite HOME SERVICES. Mr. [redacted] was contacted on 6/19/14 and offered an appointment for the next day 6/20/14. Mr. [redacted] was upset because he thought he should be serviced the same day of the work order. I explained to him we were completely booked for 6/19/14 but could service him on 6/20/14. Mr. [redacted] reluctantly accepted saying that he just returned home from being on the road and wanted to know how was he going to sleep in a home without any air. I asked how many units were on the home and customer replied he has 2 units. Customer further stated the failed unit services downstairs and he was not going upstairs to his game-room and bonus room for air.The a/c was serviced and diagnosed having a leaky Evaporator Coil. The diagnosis was presented to the warranty company. The equipment is ordered by the warranty company once the homeowner agrees with the diagnosis and agrees to any non-covered repair items. At 6:59 pm, Wednesday 6/25/14, Elite [redacted] received a call from the warranty company saying Mr.[redacted] finally agreed to the repairs and equipment would be ordered. The a/c supplier verified the equipment order process was completed and ready for release on Friday, 6/27/14. On Friday,6/27/14 customer was contacted and offered an appointment for Tuesday, 7/1/14. I explained to Mr. [redacted] the method of payment for his non-covered items in the amount of $625.00 could be cash, cashier's check or major credit card, [redacted] or [redacted]. Mr. [redacted] then asked, "What guarantee do I have that the equipment won't break down again"? I stated I COULD NOT give him a guarantee that the equipment would not break down again. I further stated to him when or if the equipment should break down, all he would need to do is contact his warranty company and they would dispatch another work order to service the problem. Mr. [redacted] started yelling at me saying, "You're not answering my [redacted] question". I told Mr. [redacted] again, that NO ONE can foresee and make that guarantee. Mr. [redacted] then hung up the phone in my face. Mr. [redacted] called back later that day and agreed to the appointment for Tuesday, 7/1/14 also saying he would make the payments in two installments. I explained the full payment is due day of install. The techs arrived at the home on 7/1/14 with the equipment on board and was greeted by Mrs. [redacted] saying her husband was on the road and he did not leave any money. The tech called into the office of Elite [redacted] and informed me and I told the tech to inform Mrs. [redacted] once they have the funds then the appointment could be rescheduled. The techs were instructed to proceed to the next customer. I then called[redacted] and explained the nature of the conversation I had with Mr. [redacted] and the[redacted] rep. stated Mr. [redacted] would be contacted and advised that equipment CAN NOT BE GUARANTEED AGAINST FAILURE. Mr. [redacted] called into the office of Elite [redacted] saying that he WAS NOT PAYING UNTIL I GUARANTEE AGAINST ANY TYPE OF FAILURE. Mr. [redacted] DELAYED the replacement of the equipment. According to[redacted], Mr. [redacted] called on 7/2/14 stated he wanted a "Cash-Out" and would have the equipment installed by another company.TIME LINE:6/19/14, Thursday-Work order dispatched, customer contacted.6/20/14, Friday-A/C serviced and diagnosed needing an Evaporator Coil.6/25/14, Wednesday-Equipment ordered by warranty company.6/27/14, Friday-Supplier completed processing of equipment.6/27/14, Friday-Customer contacted and offered appointment.7/1/14, Tuesday-Techs arrived at home of customer with equipment. Wife stated no funds left with her by husband. Husband is On the road and did not leave any funds. Wife NEVER ONCE said husband was at the bank as stated. Techs proceeded to next customer and vacancy filled. As you can see from the time line, the time frame WAS NOT 20 DAYS as stated by Mr. [redacted].The only monies paid to Elite was for his deductible $75.00 as required by the warranty once the tech arrives to the home for the initial visit for services rendered.I am sorry that Mr. [redacted] is unhappy, but I DO NOT FEEL ANY WAY RESPONSIBLE. The work was serviced within the guidelines of the home warranty company.MR.[redacted] IS/WAS RESPONSIBLE FOR WHAT TRANSPIRED. Weather and scheduling permitted, ALL customers are serviced in the order received and availability.

Company has horrible customer service and service ideologyWe currently use[redacted] as our warranty company. We have had great success with their vendors until recently. Elite Home Services has really shown what horrible customer service actually exists out there. We have now been without air for almost 3 weeks and there is a heat advisory in [redacted]. We were stood up the first time with no phone call to reschedule. When we rescheduled, we were stood up a second time. When the technician finally arrived the third day, he figured out the problem, but said that the home warranty had to order parts. Five days went by until parts were ordered and we had to call to find out if they had been picked up, which they had not. After a lackluster call from the front desk manager, she told us that they cannot put the parts in for another week! Not only did not she not apologize she offered no resolution. We had had to throw out food, deal with mold issues and our second air conditioner is working overtime not to mention that they don't answer their phones. The phones will ring and ring and sound like a they go to a fax machine. The voicemail cuts you off way before necessary. We contacted our home warranty who has no clout to get them over sooner and are giving us a cash out to get a new contractor. While we may be better off waiting until Monday to only pay the additional $600, we are now looking at a possible $1000 less the $400 we are being sent from our warranty. I do hope that Elite realizes that they have a lot of business to lose from no repeat customers. When our warranty ends, I Will contact other vendors we have had, but certainly not Elite Home Services. Desired SettlementNo settlement, just that you put forth more effort to serve those in need who rely on professionals to get things fixed the right way in a timely manner with a pleasant attitude. For goodness sake it's the best time of year to make money. Soon people will not use air because the weather will cool down. Get a clue.Business Response We feel the level of customer service presented was VERY satisfactory. Homeowner states there was a 3 week wait. The homeowner NEVER waited 3 weeks for service from Elite Home Services. When the office of Elite contacted the homeowner, Mr. [redacted] stated he had been waiting for 3 weeks for his warranty company to send someone to his home. I don't know what contractor the warranty company had previously dispatched. During peak season, we do experience a higher than normal call volume. Customers are encouraged to leave a message or try calling back at a another time. 8/18/14-A work order was dispatched to Elite Home Services from the homeowners' warranty company.8/20/14-THE HOMEOWNER WAS SERVICED. 8/21/14-The diagnosis was submitted to the home warranty company for authorization approval. Two appointments were NEVER SCHEDULED AND MISSED BY ELITE HOME SERVICES. 8/21/14-The warranty company authorized and approved the equipment change-out. Equipment is ORDERED BY THE HOMEOWNERS' WARRANTY COMPANY-NOT THE SERVICING CONTRACTOR. 8/25/14-The Warranty company sent notification of equipment ordered. The Equipment Supplier receives the request from the warranty company. When the requested order is processed and ready for release, the supplier calls the contractor. 8/27/14-The supplier called and advised equipment is ready for pick-up. Mr. [redacted] was then contacted also on 8/27/14 and offered the next available date of 9/2/14. Scheduling is performed in the order in which the dispatch is received and the availability of equipment. Mr. [redacted] declined the appointment and also became very angry because there were items that were NOT COVERED by his policy in the amount of $625.00. Mr. [redacted] stated he WOULD NOT PAY anymore than the $60.00 service fee he has already paid. Mr. [redacted] then hung up the phone in my face. 8/28/14-Mr. [redacted]'s warranty company sent notice "Attention Contractor: Your services are no longer required. Homeowner has accepted cash in lieu of repair/replacement." We do try to service all work requests in the order received. Unfortunately, during times of extreme temperatures, it is very difficult to accommodate every customer. The service performed was within the Contractor Guidelines set by Mr. [redacted]'s home warranty company.

My daughter had elite sent out from her home warranty company. They replaced a thermostat stating that was the issue with the air conditioning. That nightt the air was not working. The home warranty company was notified via email the following day. Elite was asked to make another service call by the home warranty company but did not respond. A second attempt was made to schedule elite to have them come deal with the issue ...resulted in a no show and no one answers the phone at the office.
No customer service. No returned phone calls. No show.
This company deserves an F rating. Will request that home warranty not ever send elite for any repairs. ","neg-1

Name: [redacted]Email: [redacted]@netscape.netBusiness Name: Address: Zip/Postal Code: Subject: I have questions about filing a complaintComment: To: Revdex.com of TN 3693 Tyndale Drive Memphis. TN 38125-8537 From: [redacted] And [redacted] Ln [redacted] XXXXX [redacted] with [redacted] and Elite Home Services (Their Contractor) have attempted an AC repair on our home that will NOT pass a Tennessee Code Compliant Repair. I have not heard anything from Elite Home Services regarding why they would not be making the repairs to our home's roof rafters above the evaporator. We did pay $ 400.00 USD for the additional work to be accomplished to facilitate a Code Compliant Repair. The Evaporator Housing had to be Removed to Complete the Repairs and the Roof Rafters we cut by Elite Home Services incorrectly. We need another inspection after the discrepancies corrected. The Rafters, however modified are not going to pass until Elite Home Services Corrects them. We paid our deductible and an additional $400.00 for the work to be accomplished and within present code standards. We cannot sell our home until these repairs are completed and have a PASS from Tennessee Code Enforcement. We need another inspection after the discrepancies corrected. The Rafters, however modified are not going to pass until Elite Home Services Corrects them. We paid our deductible and an additional $400.00 for the work to be accomplished and within present code standards. We cannot sell our home until these repairs are completed and have a PASS from Tennessee Code Enforcement. Please assist; [redacted] And [redacted]

Company does not respond. My air conditioner is under contract for service. All amounts are paid up. Company does not respond. 83 degrees in house.It is 83 degrees in house with a baby and two senior citizens. Repeated calls to company and no response. Desired Settlementfix my air conditionerBusiness Response We at Elite Home Services take pride in our customer service and make sure we follow all guidelines set with the warranty company. The said warranty company First American states all contractors have 48 hours from receiving work orders to contact homeowners. We make sure to stay within those guidelines. However we did not receive Mr. [redacted]'s work order. Had we received his order we would have promptly reached out to him for scheduling. Although a customer may have been told who is the servicing contractor the warranty company has assigned does not always guarantee that the warranty company has sent over the work order. Therefore, we can not contact a homeowner without receiving a work order from the warranty company.

After reading these reviews I was skeptical on having my home warranty company go with Elite, but we already had the appointment scheduled so we just hoped for the best. My experience with Elite was different. Everything was the opposite of what I've read on here. They were on time, communicated with me every step of the way and made sure the job was complete to the fullest and also gave a brief overview of what they did and what to be aware of. I was very impressed with Elite Home Services.","pos-1

Our products were delivered more than 2 hours late with very little communication from the company. We were expected to receive an LG refrigerator and a Whirlpool dishwasher on Saturday, September 7, 2013 between the hours of 1-5 pm (per [redacted] with Elite Home Services who called 09/06/13). At 4:30 pm on 09/07/13, [redacted] calls to tell us that the installers are running 1 1/2 hours behind. After waiting for the installers and expecting them between 1-5 pm, we re-arranged our schedule to accommodate the installers being at our home around 6:00 pm. By 6:10 pm, we have neither seen the installers nor have we heard from any one about a delivery time. My husband and I tried calling Elite Home Services but were met with answering machines. We left 2 messages and also called [redacted] (the store from which we purchased the appliances). [redacted] was also having a challenging time getting in touch with Elite Home Services. Finally, at 6:48 pm, we heard from the installers that they were in route to our home. They arrived around 7:20 pm that evening. After waiting since 1 pm in the afternoon, a delivery time of 7:20 pm that day is both unprofessional and unacceptable. Desired SettlementMy husband and I feel that this company needs to do a better job, communicating with its customers. It is unacceptable for a customer to expect a delivery between a certain time range (1-5 pm on 09/07/13) and then have that time range moved back even further. It's also unacceptable for a company to not meet that revised time range (around 6:00 pm on 09/07/13) and then not have a valid phone number for the customer to find out information. When the installers knew that they would not be able to be at our house by 6 pm (1 1/2 hours past the time that [redacted] called at 4:30 pm on 09/07/13), Elite Home Services should have called us again to give us a revised estimated time of delivery. When the installers arrived, they commented that they had had a lot of installations that day. If that were the case, Elite Home Services should have had additional employees working on 09/07/13, knowing the high number of deliveries they had and knowing the time frame within which they had promised the delivery, or they should have rescheduled deliveries.

Company failed to meet the time to come to the house. Refused to call me when asked. When I did finally speak with the owner, she yelled at me.Company was to call me within 24 hours of receiving notice from warranty company. They did not. I had to call. When I did reach someone they could not come out until the following Monday. A time was set from 12-3. At 10 prior to 3, I received a call indicating they were two hours behind. I askded to speak with the owner. I was told they would call. They did not. I called the company, and when I spoke with the co owner (female) she started to yell at me about how busy they were and that I did not know what was wrong and they would send someone, but did not know when they would be there.Desired SettlementNo settlement from this end is required. company should be made aware that when they tell someone they will be there, courtesy would dictate a call if they can not make it, especially where there is a 2 hour delay on a 3 hour window. Owners need to be made cognizant of how to speak with customers. Time is money for them as well as for people who have to take off work to resolve issues.