Super Home Inc.

Our experience with the home warranty is not the best but it's above average. Super Home is a good company with a good product. They can really make it amazing if it's easier to reach somebody in person. When you're waiting, there are a lot of companies that the service where you can just put your own phone number and say, “Give me a callback.” And the service comes to you. You're not holding on the phone for an hour or 45 minutes to talk to somebody. If Super Home can have that, it would make things easy.

We put multiple things in the contract for the current owners and the seller to fix. We knew we had a house that was built in 1978, and some new appliances, some not-so-new appliances. So, from a risk standpoint, 1,000 bucks a year is probably something that will hit with our type of house, and how hot it gets, and how often our AC runs, and how often we use hot water.

Before the storm, we submitted a claim. Our upstairs HVAC igniter and some other things weren't working properly. Super Home accepted our claim. It was only 75 bucks to us and 890 to the other area. Because of that, we were much more comfortable during the freeze because we somehow did not lose power. It made us look like geniuses, and Super Home guys did well for us.

Here's another example. We have two units. One upstairs, one downstairs. Our downstairs unit went. I was able to get with one of Super Home's representatives or someone that is closer to the top that I had the number of. I was able to skip to the top and say, “Hey our AC capacitor’s out. We can't run the unit downstairs. Upstairs unit is struggling.” Super Home put us at the front of the line because we had babies, and came the next morning. We put in the claim 8:00 AM on Thursday, so it would be a Monday or Tuesday type deal. And it was really hot. So, a lot of other people had the same exact issue and we still skipped the line.

The people who came in did a good job. We had a problem with the faucet and that guy was beyond amazing. The last person I talked to was a guy who was extremely nice. I thanked him 10 times because I appreciated his politeness. The person I talked to before was a woman and she was really mad. I'm in customer service too. Even if I have a bad day, you shut up and you just do whatever to make client happy. It seems like the person was working from the house and it was not very helpful or polite. But I will recommend Super Home. I always like to give companies or people second chance ‘cause most were good experiences. 92% I'm happy, 8% it’s kinda of like a cloudy vibe.

I filled out the form online and then somebody called me. This was about two years ago. The rep walked me through and I was able to really easily add on things because I wanted to make sure that my pool pump and things like that were covered. That was an extra charge but that made sense to me since not everybody would have a pool and pools would be expensive. It was also nice that I could get my water softener covered at an extra charge 'cause that'd be another thing that not every household would have. I didn't know anything about water softeners, so I'd be in trouble if it were to break.

The house that we moved into was previously a VRBO. This is our first house. We moved from an apartment so we weren't coming into it with a bunch of appliances. So we really needed a place that already had everything. The house had an old-fashioned stackable washer and dryer in there. It was never my plan to keep that stackable. It was not big enough for us. But I thought it'd get us through the first couple of months until I could get something better.

A week after we moved in, I realized that the stackable was broken. The transmission had gone out in it and it was getting transmission fluid all over our clothes. On the night I put in the claim with Super Home, they sent somebody out. The claim guy said it was not fixable. It would cost more to fix the transmission in that thing than it would to just replace it. Then the next day, Super gave me $1,500 and to buy whatever I wanted with it. Then it happened to be just enough money that I was able to buy a full-size washer and dryer with that money. So my first experience with them was quite pleasant because I was expecting to have to replace that thing on my own.

Super Home doesn't seem to be a company that's just out to get your money and not give you anything back in return. It's well worth it. Since we've been in the house, I had two toilets where they were constantly running. If it were just an old-fashioned flapper, I could change that. But they were the complicated Kohler ones, and so I had to have somebody come out twice and fix each one of my toilets. I also had a shower where the water wouldn't stop running because the cartridge broke in the faucet and the guy that came out fixed it and replaced the whole faucet for me. He could've just hooked my old faucet back on, but he fixed it all for me. All the people that Super Home has sent out have been really super nice. I've never had a problem with the contractor and with their billing. I would totally use them again and I recommended them to a lot of people.

This is my second year and I'm happy with Super Home, especially with the last warranty call that I had where I got my call fee reversed. I called for a plumber and I wasn't informed the last one that I called him, it was something that had to be fixed because it's not covered by the warranty. Without knowing it, I called it and explained to the rep from Super, and he was able to reverse the fee. He told me that, “I processed it. I can't give you an answer right now because I have to bring it up to management. But if you don't hear from me, you'll definitely get an email if you got the refund or not.” A couple of days later, I got the email that it was refunded. They got to the bottom of it and got the issue fixed.

I was really impressed at how the plumber handled the situation about the plumbing system too. He went the extra mile. He looked at the history and he found out about the pre-existing condition. Had he not done that, we'd be going around in circles trying to figure out what happened. It saved us a lot of costs going back and forth. It was deemed as an unwarrantable item, so I couldn't fix it myself without having to call Super Home again and get charged with the $75. It's also good that Super Home took good notes on each claim, so at least they had a history to show and to at least give any feedback if there were any cases or issues to arise in the future.

Super sent someone else out. Again no company attire, unmarked vehicle, no credentials. He didn't seem to know what to make of the system at all. He told Super the vents were the problem (they weren't). We had several reputable companies come and diagnose the issue. Both Cardinal and F.H. Furr said and gave us documentation saying that the AC was not functioning and needed to be replaced.

I called Super and they argued with me about it. The fact is, an AC system is not working if it's making the house hotter than it is outside. They agreed but wouldn't do anything about it. I paid to replace the system. They asked me to provide proof that it needed to be replaced. I sent it to them. And sent them the bill. That was over 3 weeks ago. I have followed up several times and cannot get a response. I am filing a complaint with the Better Business Bureau, and with the VA Attorney General's office. I'm also looking into small claims court. Do NOT waste time or money on this scam company.