Super Home Inc.

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.

The following week, my AC went out and Super Home had submitted it as emergency. Unfortunately it was also on a holiday weekend but everything was understandable. I never felt like they weren't taking care of me. The most recent time was my water heater went out. It's Arizona so it's not too bad to have lukewarm water. It's probably hot when you first turn it on but it was nice that they still sent someone out immediately.

I love Super Home. I'm trying to move to Washington and I was gonna sell my house and buy a new house but I wanna keep them. I have also recommended them to people who are buying houses. I have airmen that rent and it would be nice if they have some sort of coverage. But if multiple things happened on one call when you're calling for a claim, it's just one fee. It's not $75 per thing which is awesome. I pay $52 because that was what the price was when I got it. But now, it's $45. It's not bad and it covers so much like electrical, piping, dishwasher, garbage disposal, fridge, range, microwave, washer and dryer and AC. That's just their small price and that's common because most people don't need more things. The next price up, it covers more like the roofing. It's nice that Super Home is something so affordable. It's been so helpful a total of three times and I've had my house for two years. All the people that they've sent are friendly.

The contractors have been very responsive and very professional, much better than the contractors dispatched by other companies, as far as getting work done efficiently, getting it scheduled efficiently, getting it completed efficiently and solving the problem. However, getting any response when you've got a problem or there's a follow-up and they need to order parts, I don't get return phone calls, nobody ever gets back to me. It took us three weeks to get a claim finalized because the contractor needed the authorization to get parts. They couldn't get anybody at Super to get on that.

But the few times I had to call in to follow up, which is fine, but I get disconnected all the time after being on hold for a long time, and they never call back. I always get to call and end up with a new person and have to explain the whole thing over again. And when you’ve been on hold for 40 minutes, it's frustrating to have to start over. So now when I call, the first thing I say to them is, “Please write down my phone number. If we get disconnected.” Then they call back. Other than that, I've had good service.

I don't like Super at all anymore. They sent somebody out for my dishwasher and my garbage disposal. One guy came out, looked at my dishwasher and said, “Okay. That's all this is right here.” I asked, “Are you not the same person that's going to look at my garbage disposal?" He asked the model number for my garbage disposal and said, “I got it. I'll take care of this. When I order the part for the dishwasher, I'll order the part for the garbage disposal as well. Call Super. Let them know that I basically took care of both of them and I'm going to submit the request for both.”

I ended up doing that and this guy ended up getting sick. They ended up having to reschedule somebody coming out to fix my dishwasher, which I was fine with. But when the guy came out, I was thinking he was coming back with the part because somebody had already come out and identified what was wrong with my dishwasher. But the guy didn't even know what was going on with my dishwasher/garbage disposal. He looked at my dishwasher and said, "This is what's wrong with it.” I said, “I know what’s wrong with it. I thought you were coming back with the part that's wrong with my dishwasher.” He said, “No. They just gave me the work order to come out here to see.” I ended up calling Super and expressed it to them. They apologized for the confusion but no one has ever come back to fix my dishwasher. I ended up calling a handyman that I know. He came out and ended up fixing my dishwasher and my garbage disposal.

My HVAC went out and they sent out an HVAC guy. The HVAC guy came out and said, “This is what’s wrong with your AC.” They were gonna order the part, but it was over the weekend. They said it probably wouldn’t happen until earlier the next week. It was in the middle of the summer so I spent a whole week at a hotel. Finally, they called me and said, “We have the part. We can be there on this day.” I was super excited. He came with the part and installed it. Before he left, he was outside for 30 minutes doing paperwork. I went and caught him. I said, “I don't feel anything.” He said, “It should take a few hours for it to cool up.” I said, “Okay. But I don’t feel anything coming from the vents. I usually feel something almost immediately.” He said it would cool. 2, 3, 4 o’clock in the morning, it was not cooling.

The next day, I called them. I told them nothing was changing on my temperature. The guy that answered the phone asked me to check something. I went outside, and apparently, the guy that went out there forgot to turn something back on on the outside unit. I sent him a picture of what he wanted me to send him. He asked me to turn that on so I did and it started. A week later, something else happened. My secondary line was dripping really bad outside. I called them and it was a few days before they were going to be able to come out. I had that same handyguy go and move the secondary line a little bit away from my door because every time you walked out, it was dripping right on you.

The AC guy finally came. It was the same freaking guy that did my AC that I had the issue with the previous time. He went up there and started to look at some stuff. He said, "This is what’s wrong with it. We don’t cover this so it’s gonna be this much extra to fix it.” At that point, I didn’t care. I didn’t want it leaking and I needed it done so I told him I'd pay that extra which was between 200 and 300 dollars. He said they had to order the part and all I got was a notification saying Super does not cover it. I had to get it on my own. I ended up calling another HVAC company. They came out within 15 minutes. Whatever it was, they didn’t need an additional part. One of the little PVC pipes had a crack on it. The guy glued it and it was fixed within 15 minutes.

I don’t plan on renewing with Super and I will not recommend them ever again. Other stuff has happened but I’ve never called Super again. It’s disappointing. Had it only been the HVAC people, I would have understood it. But then, whoever that guy was that came to do my dishwasher never inputted the information into the Super portal so Super could know what part I needed. Whenever they do bring a company on, I don't know if there's any homework being done on these companies to make them part of the network.