Super Home Inc.

As far as the warranty, one of the things that we did look at that relates to plumbing, is how far the warranty covers on the property in case it falls outside of what the warranty is. So, for instance, it's important to know if any piping that's coming in or out of the house are covered. There were a lot of services that we were reading that we didn't realize were covered as well. When we first had a rotor issue with the plumbing, we didn't realize that it was covered. So, we already had a plumber come out and do it, and then we realized that it was covered under warranty.

While they provide the documentation, it's important to read through all the fine print of what it does cover and what the exclusions are. We've been recommending Super Home to people that we know are either buying homes now or have existing homes and they talk about various repairs and things that they have. It's a great value. We always talk about how it does. I feel that it's paid for itself each year that we've renewed.

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.

Super does very well. They have an online chat. Also, I can call them and the wait line is not that bad. But if the subcontractor has to send a report after every time they come, maybe when Super puts that in the system, there would be a code that automatically feeds to my website that says "Hey, the report was sent in. Here's the bluff, bottom line up front", just so I know what's going on and I don't have to call Super. That would also cut down on calls to them on "Hey, what's going on?".

Read policies so you know what warranties cover. Super covers a wide range of stuff which I'm very impressed by. I can't fault them for the subcontractors. This company is doing the best they can.

I have a little bit of an issue right now but I'm assuming it should get resolved. I had an issue with my dishwasher about six months ago. The guy came out and said that nothing was going on, and walked off. This time, the dishwasher was stopping and the guy came out last week. He told me that he saw it stop but he didn’t know why and that it was a part issue. So, he told me to give him the timing. So, I gave him all the timings for the next couple of days when it kept stopping. Then, the vendor said that they have to come again and if they can’t figure it out, then they’re gonna say they don't know what the problem is. I don't know how many times they will come and see the same thing. But they're gonna do their best not to spend the money to replace it, which is their duty. But I’m happy and I don't have any issues.

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.