Super Home
Reviews and Complaints

Our AC unit has been out of service almost 40 days since August 17 with majority of that time above 100 degrees. We have paid over $1000 to Super Home and their representatives in the last 30 days of additional fees. After giving us a run around for over 3 weeks and having my family with two small children suffer they are now saying they won't pay for repair since they don't know what is the problem and since they don't know it cannot be wear and tear. So they want another $1800. Company rep Alicia promised to send us information but has not done it. We have initiated a case with Better Business Bureau, local media companies in the Dallas market and have sent a letter to city, local and state consumer protection agencies. Super Home is being served by a certified letter as well for gross breach of their duties (postal service tracking number [protected]). I certainly hope my family gets picked to be on TV and talk about this company.

I put in a service request because I located a water leak/drip but made it very clear that I did not know where the leak was originating. I attached photos to help ensure that I couldnt locate where the leak was from and didnt know who specifically should inspect this issue. Of course there system makes you narrow down the issue and what kind of professional they should send so that if its the wrong one you have to file a new claim and pay several copays/deductibles. I made the request on a Wednesday and it asked me whether I wanted an inspection the following Thursday, Friday, or Saturday I chose all three days hoping for first available. They informed me on the last day Saturday, that someone was scheduled to come out the following Wednesday. Then the plumbing company the guy actually came out earlier than expected and reviewed my problem. He said that he was able to tell that it was not a plumbing problem based on the location of the water and that its more likely an HVAC problem either from my unit or one of the floors above. He said he would put it in report and recommend to Super that they send an HVAC specialist instead. Then he left and I did not hear anything further for days i received a text that the issue was under review and I was to be notified but I never was. Then I receive an email after I inquired on the app, that the job was complete and attached the receipt/invoice and asked me if I was satisfied. Well I am not to say the least. I tried to call several times but their automated phone system kept disconnecting me, so then I sent a message on the app to have someone call me. Instead I received an email from customer serviceindicating that the claim had been closed and recommended that I make a NEW service request (for another deductible I would assume) for an HVAC technician to come out and inspect. Were they really going to never tell me that until I inquired? I will not be paying another copay and I immediately cancelled sub.

This is for an ongoing claim that i have with Super. My pool equipment stopped functioning properly and affected pool water health. After i reported it took them 7 days to find and schedule a service provider. The service provider gave me a heads up that he will be here in 20 minutes but after an hour as well i didn't see him. Then saw the service provider truck for a little over 5 minutes and it disappeared. When i called the technician he mentioned that he has already come to the home, inspected the pool equipment and left (in *** minutes), entering my home yard without my explicit permission or approval. This is absolutely breach of privacy and from the service provider company.Then when i asked him about the problem with the equipment he mentioned that issues and why it needs to be replaced (especially the filter pump) and said he has pictures and will submit a report soon, while i wrapped this call i immediately got a call from hello super case officer that they will not cover my heater claim (due to some rodent infestation) as it is secondary damage. I asked them how they know about this as i just got off the call with technician who said about filter pump needing replacement and heater may have some infestation. There was no answer. They asked me if i want to approve the full out of pocket cost of $4000 plus.. I explained to him how all of this happened and how clearly the filter pump is not working property he mentioned that there is no report of the same. I called the technician again and the technician was surprised as well. I am happy to share my call transcript/details if need be. He provided me his bosses number suspecting that his boss may have sent this report out (he shared photos alone with his boss). I called his boss, left voicemail, text message, his office and no response at all. Then went to find out more about this company online and almost all reviews were pretty similar.Horrible experience thus far with no resolution... :(

HORRIBLE! We have been a valuable customer of *** since 2019 and have had one bad experience after another. Every time weve tried to do a claim, we were strung along with policies. It took over a month to get any resolve when our stovetop went out so we were not able to *** Thanksgiving dinner last year. Just this week, during a *** heatwave, one of our AC units went out on Wednesday night. I filed a claim and got a tech out. The tech misdiagnosed the issue resulting in the unit blowing up literally. Even while the *** tech was at my home, we both tried calling Super for additional support and they were closed during the middle of the day with no support available. We contacted Super again on Thursday trying to get an electrician and *** back out all while my house was 80+ degrees inside. The electrician came out on Friday and confirmed in person (after talking to him Thursday evening on the phone) that the compressor was the issue tripping the circuit breaker. We contacted super again seeking pre approval to purchase a new unit and get reimbursed and was told they wouldnt reimburse us because they have in network *** that could do the job (Weeks later). I asked the Super rep how long the process was to approve and get a new unit and she said weeks with the 3 tiered process and suggested we go buy portable AC Units. I asked to speak with s supervisor and was told it would take 48 business hours to get s call back from a manager. Despite doing everything right, we still got screwed by Super once again. In the middle of a *** heatwave, they were not willing to escalate our situation to an emergency despite stating multiple times that we had small kids in our home, one with asthma. I can honestly say, we are canceling our contract with super and recommending no other homeowners use them as their home warranty provider. Ill gladly spend my hard earned money elsewhere then be treated the way weve been treated for the last three years.

Save yourself the headache and stay away from Super at all costs. We initially put a claim in June for a malfunctioning HVAC system. Hot air was blowing when in cooling mode. Technician that came out was extremely nice and recommended to Super that the reversing valve be replaced on the heat pump due to it not switching between heating and cooling modes. Super rejected the repair and we were dealt with the faulty HVAC for the duration of the summer. Fast forward to November and the same system is now stuck in cooling mode and unable to provide heat when called for. It took 9 days for Super to approve the recommended fix, which didn't work (replace a damper). I had to call a number of times and follow up as no one from Super will follow up with you during the claim process. Fast forward another 9 days and the family is still without heat. It has been below freezing for several days and drops to the low 50's to high 40's at night inside the house. The family and I are currently still without heat and have been for just about 3 weeks. I have since been calling Super every day without receiving any actual updates and in emails I get essentially the same lack of information. The information over the phone or emails is incorrect and contradicts everything the technicians say. I've asked several times to speak to the case supervisor and/or managers but they can't put me through to anyone. They state that they will get back to me in 24-48 hours which hasn't happened either. With the temperatures remaining cold for the foreseeable future, I don't see any other choices but to reach out to another HVAC company and have them resolve the issue and invoice Super accordingly. I didn't select Super as my home warranty company, it was selected by the relators during our home purchase. I will be letting them know of my experience in hopes that they don't recommend this company to any others and save those new home buyers from the guaranteed headaches that will ensue.

This could be one of the worst home warranty companies in the .For the $700 that they charge as annual subscription and $75 for each visit, they provide you absolutely nothing. The companies they engage with as their partners at times have no physical presence, never turn up and you have to chase them down.It is impossible to go thru a maze of numbers to reach ***'s customer service on phone. That is because they never answer your emails.I have tried to use their service thrice in the last 6 months and each with the same result. The *** repair person whom they sent was useless and did not solve the real issue as that might take more time (and not sure if *** pays for that). Result, I have a *** door that still does not function well.The next claim that I filed was for a broken spigot. Though that can be considered inside the house, they managed to ensure that it is classified as outside the home and rejected (not to mention a super rude *** Rep).The 3rd one that I am still struggling with now is a *** repair. The company assigned to me simply does not exist anywhere physically. They operate out of a *** and a 800 number that they no not answer. When I eventually managed to speak with them, they said they cannot guarantee a time by when they will come as they are very busy. And when I told both NOT-*** and its *** that this could very well turn into an emergency and I will have to foot a high power ***, they said that were not an emergency service (wow, how did you come up with that?)I hope and wish that the owners and employees of *** also take *** and have to call their Call Centers so that they can experience the same level of service.If you want to be stuck with a heartless company that cares about nothing but just makes money from your subscription, then do engage with ***. Else, go for some place better."

Super has been the worst company to deal with. I haven't had a home warranty before, but I've had plenty of things that require claims to be submitted before -- dog insurance policies, human insurance policies, furniture warranties -- and I've never had such terrible customer service or such an awful experience. It genuinely feels like they don't care about their customers and simply live to deny claims -- especially large ones. We bought an old house in August, built in ***, and got the middle tier plan with added services because the A/C still uses Freon. I say this because we pay a hefty chunk of change for this policy. Shortly after we moved in, we discovered a problem with our master bedroom shower and reached out to Super to get it repaired. They tried to pair us with an in-network plumber and couldn't, finally pushing us to out-of-network. We found a plumber and he was able to handle the problem surprisingly quickly. I called while he was there, as requested, submitted the invoice, as requested, waited patiently, as requested, but apparently I missed a step in their incredibly complicated process and they denied my claim. I've called multiple time to try and resolve this only to be told a variety of lies (or words from untrained people?) and go through multiple customer service people of varying levels of the bored, uncaring variety who parrot notes in their system to me. I spoke to an account owner, finally, named *** who has been as unhelpful as all of the others. We had a long conversation in which she interrogated me about every step I took in the out-of-network process and finally promised to call the plumber to get more information, despite me sending her the invoice and verbally explaining the problem. She said she would call me back the following day. This was two weeks ago. There is no resolution in sight and I am still waiting for a call back from ***, that is if the customer service agent bothered to put in the request. At this point, I know they're not going to pay out the claim which is 100% covered by the plan we purchased, but I'll go out swinging, I guess. Then cancel and find another warranty, because no one deserves the *** Super puts people through. Thanks for coming to my *** talk, this has been a PSA to not use Super as your home warranty.

It works as long as they don't have to spend money! I have processed 3 smaller home improvement requests or repairs through Super for a microwave heating element, a tripped breaker and changing door locks. All of those went okay, 3/5 stars. TWO WEEKS ago my HVAC stopped working. A tech came out and I was told they made note of the specific component that was needed as well as the model number of my HVAC unit. My unit needed a blower motor replaced, but this one is a variable speed blower motor. For one week, I waited as I saw a message in the app that stated they were working on the claim. I did send one follow up email that first week and received a message to "rest assured" Super was processing the claim and they would be in touch if anything was needed. After not hearing anything, I called to follow up and found out that approval had not been issued to the service company. Later that day they did issue approval and in fact purchased a part. The servicer scheduled for install the next day. They showed up on time and went to install the part, BUT SUPER DECIDED TO ORDER A CHEAPER SINGLE SPEED BLOWER MOTOR ($100) THAT WAS INCOMPATIBLE, NOT THE VARIABLE SPEED BLOWER MOTOR ($800) SPECIFIED BY THE TECHNICIAN HIRED TO INSPECT THE ISSUE. When I called to inquire about this "oversight" I was assured once again that they were on it and it would be escalated to the "top of the list" for fast handling and repair. After not hearing anything I decided to follow up again, and found out nothing had been done with my repair. I have demanded more than once that a supervisor or someone with some autonomy contact me to make this right, sooner rather than later, but no-one could be bothered to do that for over 24 hours, despite my issue being escalated to priority status. I find it hard to believe that the cost of the component that failed hasn't played into the MIShandling of this simple repair. Super collected my premium $$ for 2 years with minimal cost to them, but the first time something costs more than a few bucks they don't know what they're doing? I'm sick of dealing with these clowns. People aren't fans of home warranty's because of this exact scenario. The only thing they've been SUPER at is bungling the handling of my HVAC claim from start to finish. They've rewarded the trust I placed in them for two years with making my family sleep without HVAC for AT LEAST two weeks while they continue to bumble and stumble toward a resolution. Thanks, I'll remember the commitment to your customers come renewal.

Pick ANY other home warranty company over this one. We used to have American Home Shield and I'm kicking myself every day for switching. Our first appointment was on 4/20 because our refrigerator was not working. They sent someone to our home, late, with no mask (during quarantine/pandemic) who reeked of weed. The service tech looked at the fridge for 5 minutes and said he would send the information to Super. Once the repair was approved he would come back to fix it. RADIO SILENCE for an entire week. When I called to ask what the hold up was, Super basically told us the guy fell off the face of the earth and never sent them any information about the repair. 4/27 They send another guy out to our house for 'rushed' service. He spent 4 hours defrosting the fridge and stated he needed to order parts to repair it. He sent the information to Super who approved the repair. I called EVERY day for almost 2 weeks to see if the part came in. "PENDING"..."IN PROGRESS"..."LET ME FIND OUT AND CALL YOU BACK"...are the phrases l heard time and time again. They offered us money to buy a mini fridge, which turns out to be something they couldn't actually follow through with. Then Super offered to pay for us to rent another fridge...which were unavailable to rent in our area. Finally on 5/22 the servicer answers his phone after Super had be "trying to get ahold of him" and stated the parts would be in on Monday he would come to our house on 5/25 between 8 and 12 to repair the fridge. NEVER SHOWED. After multiple calls to Super the found out the that parts never actually arrived and the servicer decided to just not call and not show up. I received an email on 5/28 stating they would be willing to offer a 'Cash in Lieu' option which would give me a direct check for the approved amount for repairs to find my own servicer to repair the fridge. MULTIPLE calls MULTIPLE emails...Super tells me the check will be cut and mailed on 6/2 (this is only done on tuesdays and thursdays). 6/11...surprise surprise no check and the customer service agent tells me it was never cut or mailed and that they would "rush it"..."three business days max"...6/18 still no check and now Super's phone lines state that 'due to high call volume they can not accept' my call. THIS PLACE IS A JOKE. Hundreds of dollars up front for a warranty they don't intend on honoring. I have spent so much time calling and emailing just trying to be able to keep food cold while Super drags their feet and takes their customers money. We've not had a working refrigerator since 4/15.

Good morning I'm totally frustrated,disappointed, and humiliated at my current experience with super. I have been without a dryer for about 4 weeks. Four weeks ago my dryer failed to work. Seeing that I'm a super customer and I pay my monthly bill and fees, I thought I would receive the same A-1 service as always. This was skeptical thinking on my part as these last 4 weeks dealing with super have been a complete nightmare. My tech first came to my house, diagnosed my dryer and said the turn around should be less than 2 days. 1 week later i had to call super for a response to what options i had to take with the repairs. After being promised numerous call backs I received no new Intel on my options for my dryer. Calls to super turned into a game of phone tag. I seemed to be playing alone. Promised call backs never happen. 2 weeks later with no answers or response and still with a broken dryer I called super again. This was a Saturday and I was transferred to a supervisor named *** . She couldn't find any of the information that i and prior super reps had talked about. After some time of searching she finally dug up something useful. There was apparently a cash out option for me based on the parts and labor that the dryer tech had submitted. Still weary of supers promises and ability to keep basic information I asked *** to email me a confirmation of the cash out that was promised which she did. I was also told that all super calls were recorded and my bases were covered so it was ok to order another dryer and wait on my cash out check. It seemed like a good ending to a horrible nightmare. Sadly it was only the beginning . One week later after spending my money on a new dryer and realizing super has yet to send the details on the cash out check i i was promised in an email and on a recorded call from a supervisor at super, no one on the customer service line knew anything what i was talking about. I was being gaslighted by my home warranty company. After a few calls i finally got into contact with a customer service tech who tracked down the recorded call that me and *** ( the supervisor who promised i would receive a cash payout on phone and in an email. This service tech couldn't believe what she had heard and apologized for my experience, she sent an email to me confirming that i was promised a cash out and an apology for my experience with super. Thinking finally this all is over I relaxed for the day feeling relieved it was all over only to wake up to an email that super wanted to send another dryer tech out to me on the same day my new dryer was supposed to be delivered. Insult to injury not only was I promised a cash payout but super also sent me a $75 invoice for the other dryer tech to come out after I already paid that price 4 weeks ago for their first tech to diagnose the problem. I was being double charged. I promptly called supers customer service line only to be connected to *** the supervisor who promised me the cash out in the first place and assured me that it was ok to purchase a new dryer. Instead of taking responsibility and trying to make it right she apparently decided to follow supers new policy of leaving the paying customer out to dry. I reminded *** of the e-mails and the recorded conversation with her where she promised the cash out and her reassurances of me to purchase a new dryer. *** a supervisor not your regular customer service tech so to hear her say my only option was to wait for the dryer tech to diagnose my dryer and that a cash out was no longer being offered until then frustrated me severely. i was being left on the hook for the company's mistake, a very expensive hook at that ! After about 4 weeks without a dryer and now an unsure cash out option in my future the only thing *** could give me was a call from a manager (calls which I have never received before when requested) . After four weeks of dealing with techs,incompetent supervisors, and having to keep my own records of conversations with them all because my lack of faith in super staff and the super system I have received nothing but headaches,lies,and apparently being double charged on top of that. I'm a paying customer. I pay my super bills and fees and now after a supervisor at the company promised me a cash out I'm being left holding the bill. If this is super service I would hate to have to deal with this company on a non super day. This company needs a serious turn around or it will lose many customers like myself. I will be posting this email every where i can to warn others of my experience

Super Home *** a company supposedly offering to homeowners home warranty services, has to be one of the least customary oriented companies I've ever dealt with. To begin with, when you sign up with the company, you receive absolutely no documentation as to what repairs the company covers and what are the rules and policies surrounding the generalized coverage. When you contact them to ask for such documentation, the poorly knowledgeable and trained representative tells you there is no such documentation and he/she will point you to their website. Super's website is the most innocuous business website to be found on the planet. It provides nebulous information and leaves you at the mercy of whoever picks up the phone.Well, we had 2 home repair claims that we filed with Super. The first involved our microwave oven that suddenly stopped working. Upon our filing the claim, we were charged the standard $75 per claim/call/repair/what have you. A week later, the company dispatches a repairman who determines that the microwave oven had a "fuse" problem that required some sort of in-depth repairs that he was unable to make on the spot. So the repairman retired back to his company and we heard nothing for well over a couple weeks. Within that timeframe, I made a number of inquiries as to the status of the repairs, only to be told by the representatives that the company was assessing the claim based upon the information they'd received from the repairman. After a couple weeks, we began to receive demands from Super that we forward to them a copy of our home inspection report that would prove the microwave oven was in working order before we filed the claim. Bear in mind, when we signed up for the warranty service with Super, the company never stipulated that we would be required to provide copies of our inspection report in order to receive repair services from them.Well, we went back and forth with Super over this issue of a report, which we did not have at the time. Eventually, after a couple months of going back and forth with Super, we received from Super an electronic *** Gift card in the amount of $300 that they said was a settlement to our claim. This $300 gift card was intended to cover the entire replacement costs, including installation. That being said, we still ended up having to fork out an additional $200 to cover the full cost of the appliance, installation and extended warranty on an inferior model.Our second experience was a horrendous one. Our *** unit one day, during the hottest time of the year, just decided to stop working. We've never had any problems with the unit prior to this, so when it stopped working, we were taken by surprised. Six months prior to this breakdown, we had the unit inspected by professionals and it was given a clean *** of health. So we filed a claim with Super, who once again, collected from us $75, and a few days later dispatched a technician to our home. The technician found evidence of a leak in the condenser coils, which he informed us would required its replacement. So, like the microwave repair guy, the *** technician retired back to his office and we once again heard nothing from Super for weeks. In the interim, I attempted to contact Super to find out the status of our claim and repair request. Bear in mind, daily temperatures during this period were ***+ degrees F. So we were having to endure daily discomfort. Thank goodness for ceiling fans, or we would have been done. Well, 3 weeks after the technician left us, I finally spoke to a Super representative who demanded we forward to them a copy of our home inspection report to prove the *** was working prior to our breakdown. Again, I informed the representative that we'd been having no problem with our *** unit prior to this breakdown and that we did not have a home inspection report available to send to her. She rudely stated then that her company would move forward to making a determination whether to have the unit repaired on not based upon our conversation and the report their *** repair technician had sent them.Well, another week passed without any word from Super. So I once again called them to see what the hold-up was. I was then informed that Super had decided to decline our claim because our *** unit was not covered by our warranty plan. When I asked what he meant by not covered under our warranty plan and why it took well over a month to make that determination, his response was that their repair technician had informed them that the reason for the condenser coil leak was a dirty filter, our unit fell out of warranty. Bear in mind, the repair technician never gave us this information when he was here inspecting the unit. I immediately contacted the repair technician who was not available to take my call. But I was put in contact with the repairman's brother/business co-owner. I asked the gentleman if what Super told me was true: That his report on our unit concluded that our condenser coil leak was due to a dirty filter, he danced around the question and stated that Super had contacted him just a couple hours ago and asked him to comment on the state of the filter. The technician would not confirm further what he told Super because his company was an agent of Super. I re-contacted Super and asked that they reconsider their decision not to honor our request for repairs. Super then sent an email telling us that we could either have Super send out a technician from another *** repair firm (at our costs mind you) for a second opinion, and based upon this second opinion, Super would re-evaluate our claim. How long would that take? Probably another month. So I asked the representative to forward me the contact information for Super's CEO as well as any signed-documents that stipulated what Super covered or did not cover, and the rules and policies of their services. I sent several follow-up email correspondences to Super requesting this information, but to date Super has remained quiet. On my final email request, Super sent an email stating that they'd closed out our claim and there was nothing further to discuss.Since then, we were forced to have the repairs to our *** unit done at our own expense. Turns out that our coil leak was not in any way tied to a dirty filter at all. Needless to say, Super has not only lost a customer, but has made for themselves former customers who will do what we can to let the world know just how corrupt and careless this company is. If you are considering Super for your Home Warranty needs, I would encourage you to seriously reconsider. Look at the low customer review rating and consider the overall negative image Home Warranty Companies possess. Take that money, keep it in the bank, and when time comes for repairs, find a reputable technician to make those repairs. Hope this review helps.

Coverage Type: BUYERS COVERAGE Plan: SECURE Plan Charge: $599 Service Fee: $75 Plan Effective Date: Feb 10, 2021 Plan Expiration Date: Feb 10, 2022 I filed an AC service repair claim on August 9th with Super. A Super HVAC service repair person came to our house on August 8th and confirmed our attic AC unit was no longer working. It's been two weeks without AC in the upstairs of our house in the hottest weeks of the summer (we have two children under age 5). Super has only responded to one of my communications via email, but I have asked several times for them to call me and provide an update. The only phone call I've received was a guy indicating our home inspection showed a pre-exisiting issue, I asked him to show me where and proved it was an entirely separate AC unit - he still argued with me for 15 mins about leaking air!? According to our Terms of Coverage our claim is an "emergency" but they have made no attempts to expedite our claim or even keep me updated on their progress.

My home has two air conditioning units and over the past 8 weeks, I have had to call super out 5 times to address the units going out. Most recently the upstairs unit stopped working so Super sent the same company out who recommended replacement of the compressor. Super denied the claim stating the filters were dirty which caused the system to fail. The same servicing company had just been at my home 3 weeks prior for the exact same unit and never noted a dirty filter. All claims for ac over this summer show the filters were fine. The unit is 20 years old but overall has been functioning until now. I requested a 2nd opinion and that company was able to get the system running and it will continue to run for a few hours but then short the breaker out. After agreeing to send the first company back out since the unit will actually run, they have now closed my claim and stopped all communication because they found out I sold the home a few days ago although, I paid for this entire month.

While repairing an unrelated issue, the electrician (who was amazing) sent by Super found that the outlets in the upstairs bedroom had been wired to intentionally read as grounded during inspections, but were not grounded. The outlets are operational, but the wiring could potentially be dangerous. I submitted a new claim for this problem and Super denied it. First they said that the claim was not covered because the wiring had inadequate capacity and overload (language from the list of exclusions in their terms of service), but this is not the case. The capacity is fine, the outlets work. There is no overload occurring in these outlets either. The terms of service does not say "inadequate wiring" the language is specifically limited to "conditions of inadequate wiring capacity or overload." Then they claimed that it was a repair, but we haven't made any repairs to the electrical since owning the home. Then they said it was a known pre-existing condition, but the electrician found it.

I bought this home warranty with a built-in pool and spa for $694 and the coverage period is from 11/1 to 11/1. My policy is AAYMEISE. with a service fee of $75 per occurrence.My pool has a *** DE *** and it was broken at night on 8/14 when I run the pool pump to clean every night. I contacted Super HW for services which they said 24/7 but not until Monday 8/16 they assigned Skyline Pool and Spas for the work order #***. Skyline came on 8/17 and reported the crack on the pool filter to Super for the authorization service. I have contacted Super numerous times on the status of the repair and they always said under Approval Review. I even asked the salesperson, *** to help and she asked for the receipt of the new filters and I sent her my receipts of new filters that I installed in May . Up till today, Super did not respond to my calls or provide any update on the status of repair. All I need is to get the filter fixed so I can clean my pool

For the second time, Super has left my family without heat for weeks due to an issue with our HVAC system. They are extremely slow with scheduling appointments and or even approving repairs when they've already chosen a contractor. They also have instituted a structure where they can do this to several people and simply wait them out. They have no way for you to contact people who make any decisions. Call operators can only leave callback requests with team leads. They say you will receive a call in 24-48hrs. These are readily ignored as you are then never contacted by anyone. We have gone through this with them at least 4 times. They also refuse to allow you to find your own contractor to be reimbursed for despite their snail's pace.In addition, it is clear that they are not being honest about why they are moving slowly or their own capacity. One call operator I was on the phone with let it slip that whomever was in charge of my claim has reached their "cap" of approved claims/funds for a certain period of time. This is unacceptable. When homes are unexpectedly having issues (which is normal), family's cannot afford to wait because you have reached some arbitrary cap.

On December 9th I requested service as per my warranty contract. The contract states under normal conditions I will be contacted within 4 hours, or up to 48 hours on weekends and holidays. I paid the appropriate fee and requested service, which was scheduled 4 days later, although they interrupted my Saturday to see if I would reschedule.When that service was provided on 12/13 I was told that it was an electrical issue and I would shortly be receiving an email with a new appointment. Presuming they maintain the 4 hour standard for this, they have failed and done nothing to remedy. I have not heard from anyone other than when I call for an answer. I don't actually receive answers, just suggestions that the person handling it is on lunch or that they (a company that does this to earn a living) can't get a servicer to call back. I find this improbable since I can get a call back same day and schedule service on my own, however they won't cover this and insist I carry on without my appliance and without their commitment to their contract. I am incurring additional costs and inconveniences trying to abide by their terms, a contract of adhesion which they *** up and have not abided by. This is, by definition, bad faith insurance adjusting.I hope they will soon reverse course.

I worked through super home warranty and they only authorized this company to replace my water heater, they charged a little over $1000 for modifications and installation to me and with installation they popped a gasket in the roof out, they left saying the job was complete, I placed a water leak detector at the base because the heater is in the attic and I wanted to know right away if there was a leak again. With the next rainy day the leak detector found water all over the base of the heater, I went up and saw water on the top of the heater and around the base leaking from the hole in the roof. when I called to have the company be by to finish they told me that it would have to be done through super home warranty, super home warranty says that it needs to be by the insurance of IGD plumbing. The problem was caused by their technitions but they refuse to complete the job. I tried for months to work through them and decided that the only way to get progress was through you. I have been very vocal with super warranty and they claim to have been trying to work with IGD plumbing and now they are all saying that it is my responsibility when it was their work that caused the problem. I dont want my heater to fail prematurely and/or the other equipment for the house that is up there getting wet when it rains.

Through the purchase of my home I was awarded a Home Warranty Buyer's Coverage through Super Home. 8 months in, my AC has died and it's been 4+ weeks of dealing with Super to have the issue repaired, when it's been 95 degrees in Washington, *** and I have yet to receive a quote from them. They have sent 4 different companies out to diagnose the problem. One of the companies they sent rigged the unit up so badly that the next group they sent refused to work on it, stating the safety's had been turned off and it was out of compliance. Company #3 that they sent, never showed up.Now company #4 has reported to them that I need an entirely new HVAC but Super is refusing to cover it, even though the terms of my coverage clearly state this is a covered item.Communications have been the worst I have ever experienced. I have called there nearly everyday, and have requested that the issue be escalated to management multiple times, still with no returned call. I am told that you can't be transferred to management they can only do outgoing calls. They said it will be *** business hours (which I've never heard of) for a returned call, and I have still not heard anything, 80 business hours later. I submitted my original claim over 4 weeks ago.I will need to seek legal counsel for this, but also wanted to report it so that no one else ever selects Super for their home warranty. I have had a warranty with American Shield in the past and never had an experience so bad. With any company at all for that matter. This has been an unbelievably horrific experience.

I order edition a chimney cleaning through Hello Super. The company that came out said a big repair needed to be done and they would speak with Hello Super. I was contacted by a Hello Super agent and told what the problem was and told how much it would cost to fix it. I told them I didnt have the money and to send me an email so I could put it in my records for a future project. They sent the cost email on 01/13/22 and then without and further communication they charged me over $1000 on 1/14/22 and overdraft *** my account. When I called them to complain they said they would refund the money but it would be several days. Later that day I got called from the person I spoke with the day before and he claimed his manager told him they spoke to me and to charge me and he did. When I explained that I now have overdraft fees and cant buy groceries and if the money wasnt returned immediately there would be further fees. I have also missed my mortgage payment this month due to them taking half of it. When told all this he just said sorry and it would be back in a few days. It is now 1/18/22 and Im still in the negative in my account no sign of payment from them. And to add to it, on 1/17 I got a cal from the repair company who was headed to my house, they had never been canceled and if they hadnt called my babysitter probably would have let them in to do the work and I would never see my money. Im primarily looking for more than just an apology due to the overdraft fees they caused and the fact I havent been able to get lunch in several days due to having no money for groceries.

I have a home warranty through Super that is valid from February 11 - February 11, 2022. I have filed two separate claims, one regarding an issue with my heating system and one regarding plumbing repairs that are required. For the heating system claim, the repair technician arrived at my house 12 hours late from his appointment and notified me he would have to return because roof access was required to diagnose and repair the issue. He did so the following week (and so I had no heat over the weekend where the temperatures were ~15F) and notified me that he found no issues despite confirming over text he was unsure which unit on the roof was mine since they were not labeled. When I tried to call Super and have a second opinion, they tried to charge me an addition $75 copay to have a new tech come and fix the original issue. Then with the plumbing repair claim, the tech came out and acknowledged that significant repairs were needed including replacing both toilets and replacing the waste overflow systems in both showers through the drywall. Before leaving, the tech tried to schedule the follow up repairs, but I said I believed we would need to go through the warranty to do so. Super then tried to close this claim without actually having any repairs done by stating that he replaced the toilet flapper in one toilet and repaired caps in the showers so the claim was closed. I still only have one working bathroom due to this. When I tried to point out that this did not match what the tech told me and asked why, the customer service rep hung up on me. I tried to determine how to ensure my policy does not renew in just a few days and was given conflicting instructions on how to cancel my renewal. Again when I asked the rep why the instructions didn't match, she hung up rather than explain. I need help getting these repairs finished so that my heating system and plumbing systems work properly.

We filed a claim with Super for them to come and unclog our kitchen sink, a simple fix that weve hired plumbers to take care of in the past. The plumber they sent to take care of the problem used a mechanical device to try and unclog the sink. About 10 minutes into it, he said we had a big problem, that being that the pipe in the basement was half PVC and half galvanized pipe, and that he thought it was a code issue. Number one, thats not what *** there to evaluate, *** not a code *** a plumber thats there to unclog a pipe, secondly the city of Lake Forest inspected and approved this installation, so its either not a code violation or the city of Lake Forest approved its installation as acceptable. But the point is, the pipe installation had nothing to do with why he was there. He only brought up this issue because when he was trying to unclog the pipe, he cut a hole in our pipe and cause drain water to leak everywhere in our basement. But not only did he do this and not fix it, but he never even mentioned to us that he did it. He knew very well what he did, he was in the basement and Im sure saw the leak, didnt want to own up to it because then his company would blame him for it and maybe take money out of his paycheck, but the point is he cut a hole in our pipe, and instead of coming and telling us about it, he just tells us we have a code violation thats not going to be covered by the warranty company and its going to cost a lot of money to fix. So what should have been a 5 minute rodding to unclog a sink, like it always has been when we hire plumbers to do this work in the past, turns into a huge ordeal and water leaking everywhere and Super warranty trying to charge us $2,500 to fix something they broke. When I bought this to their attention on our multiple calls, they simply responded that it wasnt their problem and they cant do anything about it. The most unprofessional experience I have ever had with a company

Ive been with Super for 3 years. The customer service is horrendous. I cant get someone that can assist. Ive been placed on long hold times to then be hung up on/call drops. Ive asked to speak with managers /supervisors due to the staffs inability to provide a resolution and have been told they dont have one or arent available. Ive sent e-mails requesting a call back which also went unanswered. I recently had a hot water heater go out. I placed the claim on 2/9/2022 they sent an unreliable plumbing company DNB in *** and its been a nightmare. I ended up having to pay $771.00 of pocket not covered by super on 2/17/2022. I had to call Super and DNB serval times to get scheduled because DNB said they were waiting for Supers final approval. Finally they came 2/24/2022. I called DNB directly on 2/23/2022 to confirm all was secured for our appt & was told yes. Super claim agent *** advised they would be bringing a roofer. When they were done I asked to walk through the repairs prior to them leaving. Thats when we found out the part I was charged 266 for(water heat venting)they not only didnt bring with them but Id need to call *** about the roofer. I asked for a refund of the 266 for the part they didnt bring and couldnt install & I was told they dont do refunds. Super again with no urgency said theyd look into it. The plumber then said he needed to come back in my house to shut off the hot water heater because we were out of code without that piece being done. Mind you this was after I asked for a refund. I refused to allow them back in and told them after 16 day & constant run around they needed to fix it. They finally got a roofer here installed and said they were done. Two days later I still dont have hot showers and the venting system that was to be replaced is hanging from the wall with a wire wrapped around it. The piece on the roof is leaning like its barely on Super sees no urgency and schedule me for 3/2. Please help

Super Home Warranty refusing to fix my stove top rang after making an offer of repair or cash payout in lieu of repair. I reluctantly agreed and once I agreed super sent me a text asking if I had contacted the repair servicer. I contacted the service provider, they informed me that it took their repair man almost 3 hrs to come out to my location. They accused me of refusing to have the stove serviced, which is not true. Then the servicing provider stated they were waiting for a call back from super. I contacted Super, explained my issues and they contacted the servicing repair company, whom informed super I would have to pay an additional money to come out and fix the range, because I refused to have the range fixed. I expressed my fears of using a stove that had melted wires which had electrical tape on the wires from the last repair. In February when the repairman came, I expressed my fear, he called super, he was told to take plenty of pictures because something was strange and unusual with the issue. The repairman took pictures as instructed and he left. I felt I was being accused of doing something to the appliance. I called the fire depart out to look at the stove. They didnt see anything other than an unsafe appliance and made sure it was unplugged. Super is insisting I either fix or take $112. If I choose repair I must pay an additional servicing fee. Super informed me that I could look for my own servicing provider because they have no one in the area. A few days later called I was called and informed they found someone, but I would have to pay another servicing fee, however, thats not in the offer to repair my range or take a buyout of $112 estimated. I told them that $112 is not enough to purchase a new range it doesnt even meet me halfway. My complaint is that my warranty company is not living up to their part and offer I accepted. Im applaud the company would prefer to possibly endanger to my life and my grandson instead of replacement

My heat went out on October 18. I immediately contacted a servicer who told me I needed to replace the heat pump. I was told not to use the system, and that the equipment needed to be special ordered, and it could take 4-6 weeks to come in. On October 21, I filed a request with Super to replace my heat pump. In speaking with Super, I informed them that the unit would take several weeks to be ordered. The following day, Super sent a servicer to my house to evaluate the unit and the servicer agreed that it should be replaced. I called Super repeatedly and got very little information. A week and a half later, on Nov 1, only after I called again, Super scheduled a second opinion for Nov 4. That service provider didn't send the correct people to evaluate the unit, so they had to return the following day, but they also agreed the unit should be replaced. I received no updated from Super. I called on Nov 8 and spent an hour and 10 minutes on the phone. This is two and a half weeks since I filed my original claim, two service providers agreed the unit needed to be replaced, temperatures were in the 30's, and Super seemed to be making no moves to take any action. They sent a third contractor to my home, who took no measurements, and agreed the unit should be replaced. I called on Nov 10, 11, and 12. I repeatedly asked to speak to a manager and was told I would be contacted, but I never was. Finally, I was presented with two options - take a payout of $1,380 or go with the third service provider Super had sent to my house, which would cost me $1,800 out of pocket and comes with limited warranty on equipment and install and Super does not guarantee the equipment will fit, or will work with the space I have in my condo. So I am potentially exposed to additional cost. The unit replacement is $7,500 if I go with a reputable local servicer. Because of my experience with the widespread incompetence and carelessness of Super, I have no confidence in their service provider.

I have my home warranty through Super and had an issue with my *** unit that I discovered on 05/22/22. I called Super to have them send someone out. The *** technician came here and quickly diagnosed the problem and reported it to Super. The Super representative got on the phone with me and tried to tell me that the problem wasn't covered because it was stated in the home inspection we had done before we bought the house on 03/18/22. It turns out that what he gentleman was looking at on my inspection report was a ELECTRIC WALL RADIATOR which probably hasn't worked for decades. This unit has NOTHING to do with my *** system. The representative from Super was extremely rude and wouldn't discuss it with me further when I tried to explain what he was looking at was the wrong thing. I asked for it to be escalated to a supervisor. I had to hold off on letting the *** technician do the work because I needed it approved by Super so I told him to leave for now and I would work on it with the home warranty people and call him back. Super NEVER called me back. I called them the next day, spoke to someone who said they would escalate it. Still never got a call so I called AGAIN the next day and was told the same thing. Still nothing the next day so for THREE days I called these people looking to speak to a supervisor and was told I couldn't and that they would have to call me. During all of these calls I was told 3 different reasons Super was trying to deny my claim. 1: The issue was noted during the inspection (wrong). 2: The technician said the part was broken and we don't cover broken parts (I couldn't even understand this one) 3: The part is MISSING and we don't cover missing parts (the part is literally still attached to the *** unit so still wrong). They're trying to brush me off by ignoring my requests to speak to a supervisor and just hoping I'll get so frustrated and move on. In the meantime, its gotten hot and I need my *** unit so I had to pay for the repairs.

Hello! I have been a Super customer for the last 2 years and I am really experiencing some frustration and miscommunication on my current claim for my primary fridge. In the middle of April I realized my *** Fridge was not holding temp, this then turned into my freezer also beginning to have the same issue. I called Super to file a claim and get an appointment for a tech to come out. Tech came and did his recommendation but was not confident that this was the fix 100% and would get in touch with Super to order parts. Parts that I was told were needed was a control board only (1 part). After 8 days, Super parts department sent me an email saying they found the parts and they have shipped and would be in with in *** days. This is after I personally had to follow up because I did not hear anything from super after my appointment date on April 22nd til the email on April 29th, which came after I called to follow up. This was the first mishap. In addition on May 2nd about 5 days after I received the email that the parts have been ordered and shipped, I received an additional email from the *** saying the parts were now on back order and only have a shipped ETA available, not a true date. I then reached out via phone because I was getting mixed information, and got an operator that did not give me much information except that I was being offered a concession and that I would get $150 towards a rental or a small fridge of that cost to help for the inconvenience. This was nice, but why did I have to reach out to get this information and why could I not get simple instructions on how to redeem this. Then finally once I submitted all my information I was told that I would get the concession in 30 days, "if it was approved." They shortly after the concession lack of empathy and miscommunication incident, I received another email saying that part 1 or 2 were going to ship out soon. This is where I was VERY confused. I never knew we needed 2 parts, and