Super Home Inc.

Super Home was quick to respond. You can set the appointment up online. I emailed Super and told them what I needed to have done, I paid a $75 deductible, and they do everything. It was the easiest thing ever. I don't know why I put off doing it for so long. I had an electrical contractor for my HVAC unit because the breaker was popping. And they said, “No, it's not the electricity, it's the air conditioning unit.” So, they set up somebody for the air conditioning people to come out, and they came out and fixed it. I also had my dishwasher fixed a month ago. It was great. The people that came out were friendly and helpful. Call Super Home and they have a plan that fits whatever budget you want to take advantage of.

I enjoy Super, but I would recommend other people to go with First American Home Warranty. I would go with someone totally different. Super do get people out here in a timely manner. I have them for three years now for a contract and I'm going to use them up but I'm going to go ahead and start taking notes on which contractor I enjoy working with and that does not screw me over.

Another issue I have with Super is they do not help with maintenance on things like my water heater. I have a tankless water heater. They would rather wait until the tankless water heater goes completely out before coming and maintaining it because things like that require yearly maintenance. If they were to just come out and get a technician to do the yearly maintenance, it would save both the homeowner and Super a lot of money because, eventually, they're gonna have to replace the whole tankless system. I don't understand why they wouldn't help the consumers with maintenance and they would wait until it becomes the biggest issue ever and then have to go about it on that route. It leaves the customer without a properly working home for a longer amount of time.

I like that you can just call somebody at Super Home and one and done. You don't have to guess who to call if something breaks at your house. Also, I like my general rep lady for my area. She's really nice and responsive. But Super Home's price is a little weird. They charged me double the price for their service because of the square footage of my house. Even though it's a big house, it's not like I have extra water heaters or air conditioners. For instance, I have a commercial freezer and they charged me extra on top of the double pay for that. I have a couple of things that aren't standard and they are charging me extra for those. That makes sense. But it's strange to charge me more when, even though it's a big house, it's the same amount of appliances that would break in a smaller house.

Since then, they've done everything fairly so when we bought this new house and it was new construction, I bought Super again. We've used it several times and every time we used it, they're very good and prompt. But we had a refrigerator issue where the door opener and one of the LED light drivers were broken and I thought that was straightforward but they denied that claim. I ended up having to escalate that one to the CEO, who has a special customer advocacy team, and when they looked into it, they ended up covering it.

When pushed, they do the right thing but I felt that that was really unnecessary. It shouldn't have had to come to that. But I've recommended them, even during that time, and my advice to the people I recommended Super to is always the same. For the things that are clearly under the policy, they're going to be blown away as to how easy it is but for some things, they may have to strongly advocate that those things are covered.

Also, during the resolution of my latest claim, there seemed to be a lack of coordination. They contacted me several times for a variety of reasons that seemed silly and asinine and they weren't talking to each other behind the scenes. There was this guy, Shane, and every time I talked to him, he was polite but he seemed one or two steps in the process behind. He was very confused about the process but he was so structured when he talked about it that he was almost careful about what he said. He was way off base every time he talked and it was just simply because he couldn’t sort of keep up with the pace of decisions that are being made.

Super has also changed their policies and coverages. We had a generator and it was covered at one point but then quietly, they sort of changed their policy and now, the generator is not covered. Communication about what is not being covered and the changes to those policies is not that great. I don’t even know if they had a grandfather clause for older customers, but some sort of structured approach -- how and why they change coverages year to year -- is really important.

They said it didn't count because it was a prior repair. I told them that we haven't repaired anything and that this is the condition we bought the house in. The whole point of a home warranty is you get what you get, and then you put a warranty on what you get. They should cover anything that breaks after what you get. It was obviously not a known preexisting condition because their electrician found it while he was here. They went through the entire terms and conditions. At one point, I asked them how are they defining capacity, because it doesn't seem to me, in my understanding of the word "capacity", to be a capacity problem. They looked up the definition of that word and told me, “The definition of capacity is XYZ.” They were reading it off the internet and then they got halfway through. It was funny because I told them that the definition of capacity isn't what they were saying.

At the end of the day, they said that we could say whatever we want, but they would not cover it. I told them that's the word in the contract we signed so the word in the contract matters. They still insisted that they would not cover it. But it was absurd to have someone say the terms in our terms and conditions don't matter. I am not usually this litigious of a person, but I was a little bit frustrated and thought they were a little bit nickel-and-diming me, so I was going to nickel-and-dime them back to a certain extent.

We got the guys out to do all of them, except three, which needed additional work. Then they went MIA and stopped returning my phone calls. I reached out to the electrician directly and asked to come finish the work four weeks later. They just came out last week and finished it. I haven't received the bill yet. Since we prepaid it all with Super, I'm hoping I won't receive a bill for the last three outlets. But they'll be hearing from me if I do. However, it was just this one time that was really mishandled. We've had several claims because it's an older home and Super has been pretty good with most of them.

The “escalation” rep (Reneasha) will talk over you, misrepresent the truth, and when the narrative suits Super, is willing to accept “chat” logs from Samsung to deny the claim but will not accept them to approve the claim. I ask her over and over to asked procurement specific questions and she plainly refuses to do so instead suggesting I could be lying about the documentation I have provided. I ask to be transferred to a different rep because I feel she has made it personal because I caught her in the “misrepresentations”.

They box you into a corner by requiring a letterhead from Samsung even though every rep I speak to at Samsung says they do not provide such evidence. I offer to get on a joint call so they can hear what I am hearing but they deny this request because they seem to just want me to go away. Reneasha, the escalation rep (great title for her) twice suggested I pursue legal action with them even though I never even hinted at doing so. I am disgusted that I ever recommended this company to my clients.