Super Home Inc.

One time, it felt like I was forgotten by the repair company I also had a claim that took weeks. The first person that came out said it wouldn't be worth repairing. They talked to Super Home and they were like, "Okay, we're going to repair it." It was all these trips back and forth and then getting the part and coming back. It could have even been almost a month before it was repaired. But that was during the pandemic. Other than that, I'm saving money because Super Home is holding the contractors accountable. I’ve heard a lot of horror stories about other home insurance companies and I don’t feel that way about Super Home.

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 took a few days and didn't get back with me so I sent them an email and they responded to that, saying that they were having trouble finding someone. I just asked them to keep the communication going and let me know that they were trying. They finally got someone, then the repairman came and got it fixed. But before that, we already bought a new stove the day before Thanksgiving because we were having family over and we hadn't heard that they were going to make it in time. Other than that, everything has been prompt and they provide really good communication. Plus, we've never been rejected for anything.