Super Home Inc.

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.

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.

Pay $280 per month which is a lot of money compared to the other home warranty programs out there and it isn't even worth $80 per month. I am still waiting for them to get a second opinion (their request) on my garage door which is not operating properly on a consistent basis. How hard is it to find a garage door company in the DC area? Not that hard. They asked me to take a video to prove how it wasn't working which we did. This company is incompetent and I hope people read this before they find themselves in the same situation as we are in. Lots of money for a home warranty and no service.

We had quite a few experiences with contractors and all but one was excellent. The installer put in our water heater wrong and that caused some flood damage. So, that was upsetting. But that was the exception to the rule. We had probably seven other service providers who were all great. I would use them again even if they weren't affiliated with Super Home.

They gave me authorization to go out of network to get a diagnosis on my own, and then, they denied the claim. It was a huge headache resulting in nothing. And it seemed like they were doing quite a lot of work to deny my claim and avoid paying out even a dollar for HVAC work. And the fact that they send unlicensed technicians to do work in people's homes is ridiculous.

I've had to call several times, I've repeatedly been told to expect a callback, and have never received a callback. So, it has taken a lot of work to follow up, a lot of waiting around, a lot of people having to tell people the same details of the case over and over, until finally, I got this authorization to go out of network for a diagnosis and estimate. I concluded that I needed to redo the whole system after talking to many HVAC companies. I sent them the estimates which was large, but I thought maybe they would cover some of it. And then, after sending that in, I got the first callback I've ever received from them, which was from a very lawyerly representative, someone who's clearly higher up than the other people I've been talking to telling me exactly why they were going to deny the claim. That was the only time I've ever received a callback.

I've come to the conclusion that Super Home is pretty much a scam. If I have another problem with the house, I don't think I would even bother submitting a claim. It's much more of a headache than it's worth. And it seems like their energy is completely devoted to denying claims. I would never recommend anybody buy a home warranty if my experience is telling.