Erik Reichman
Elite installed the HVAC system in the newly built home that we purchased 2 ½ years ago. I signed up for their maintenance program which includes visits for system checks twice per year. We called them out in May ‘25 due to poor system performance in one of the two units. They indicated that there was likely a refrigerant leak, but they could not find it. They added refrigerant and said to keep an eye on it. In October ‘25, we called them out again, due to substandard performance of the same unit. This time they found the leak in the coil. This time lapse was very significant since my 3rd party home warranty coverage of HVAC and plumbing type isses expired in July ’25. Under this warranty, Elite (or whoever does the repair) would be paid by the warranty company and not me, the homeowner. The coil is under a manufacturer warranty but the labor and refrigerant is not. The issue is Elite’s complete lack of concern or desire to work with us, a customer who has regularly paid them for maintenance. When I explained the significance of the May diagnosis and the October diagnosis, I got back a major shoulder shrug. Their first response was, “we don’t do warranty work”. That’s not the point. The five-month delay between “not finding” the leak and locating it, meant the difference between $0 out of pocket for us and their initial estimate of $1,800. (Keep in mind these systems are TWO YEARS OLD.) As I tried to explain this, the email responses back from them just got shorter and more indignant. They basically have stopped responding. The alternative approach was to 1) show the slightest bit of empathy for the situation, and 2) work some kind of deal where their costs are covered and, guess what, you save a customer who would have stayed an advocate for Elite. On the contrary, I will steer people away from Elite at every opportunity. Buyer beware. The story ends with us staying away from the “big guys” in the HVAC business who seem more driven by profit than true customer satisfaction (regardless of their advertisements). We used a reputable, licensed, small HVAC supplier whose quality of work and reputation absolutely matter to them in order to drive their continued success. And we saved a bunch of money…
