Super

The second is shenanigans in calculating the cost of replacement for a washing machine. This is more Home Depot/Lowes/Best Buy's dishonest pricing practices rather than Super. But Super could be the better company here and not nitpick over less than $50. These stores charge for "optional" installation accessories (tubes, brackets, etc) but you can't order without them. Concretely, it meant I got less than the actual cost of the replacement washing machine they identified for me.

Whenever I would call Super Home, I've had people who were incredibly kind, helpful, and thoughtful. But I've had people who were dismissive. Also, I sometimes talked to people in India in the middle of the night for them, and I felt bad for them, especially when it was hard for them to be able to know exactly what was going on here. As for the technicians, there was one guy who was dead awful and impossible to work with, and in the end, never came back. But except for that, most of the technicians we've had have been good. The most recent ones came out for our dryer and when these two guys came over, they fixed it and left. They were great.

We've had a lot of things fail and have to be replaced, and Super Home have done that. Having the dishwasher and the microwave replaced was a big benefit. But it's been a little frustrating when what they've decided to do is buy us out. The options are they can give us a really low end thing or they'll send us a check and we can decide what low end things we want to get. But they have made good. Also, we are paying for some extra coverage because we have a well and an HVAC system where there's a pump that's really old. Aside from that, when I'd use their website, sometimes, things would be listed in categories that I wouldn't expect them to be listed in. For instance, they would send someone out do a seasonal inspection of the HVAC system, but they wouldn't tell you that. They'd only list that during certain months.

We also have an aging HVAC system and I feel a lot of comfort that I don't have to have 10,000 or $15,000 in my pocket to potentially replace it because I have some degree of faith and confidence that I have this protection. I'm not in it on my own. I had a dishwasher that wasn't draining well and they sent a technician three times and eventually replaced the dishwasher. My most recent claim was for the drain in our basement shower. It was draining slowly and also sometimes backing up. We called them and they sent a plumber who routed the drain and found a ton of hair in it. Now, it's running clean.

I have recommended them to a friend. I was nervous to get a warranty company because, a lot of times, I've heard that it can be a little bit of a racket. There's a lot of breakage in warranty companies. But I have had a lot of success. We've had problems with our building and, year over year, we're coming out ahead of our premium payment. So, that's why we keep renewing with Super Home.

There was an HVAC service recently, and it turns out that there was a piece that needed to be replaced. It was something clearly that we couldn't take care of ourselves. We didn't have the expertise to do it ourselves. They came out quickly and took care of it. Through the Super app, I was able to do the claim and describe what the issue was. The original day, the HVAC person was supposed to come out, but they had their truck broke down, so they had to come out the next day. Super was great about keeping me informed about it and they were able to complete everything before the holiday weekend. It was very nice.

The big difference was with Super, I'm able to upload pictures and describe what the issues are. So, the service provider came super prepared and he had the parts. Just based on my description of the issue, he had an idea of what might be the problem. So, he was able to take care of it quickly. Everyone who's come has been super nice. There are a few things I really appreciate about them, which is why I continued with Super again. They're all super polite and respectful. They all made sure that the problem was really solved, and none of them tried to upsell me on anything. They would tell me things about the house that I might not have known otherwise and other things that I can do to maintain some of the systems. I was so enthusiastic about Super. I've been able to use them really productively. I feel like at the end of the contract, I'll get my value back.

I was so amazed because when I went to Home Depot to try to price a good water tank for our size house and to cover the amount of people, we had to pay at least over $1,000 and that wasn't counting on the work that they have to put in to install it. Everything happened in about a week. When the men told us we were gonna have an out-of-pocket expense, they also said that Super will have to order the unit that we already have and they would be back to install. The next thing I know, a couple of days later, they were coming back with it.

I had a neighbor who saw the technician that comes out to check the HVAC and she asked me how much it cost. I said I have a warranty on the house called Super and we just pay a yearly price but I didn't mention the deductible. She didn't inquire anymore but I recommend Super Home. It covers absolutely everything inside the house, even down to the refrigerator and the microwave. The service with Super is a relief. When somebody in the household mentions something that needs to be done, I'd say I'll come down and check. I’ll make sure I got $75 in my bank account and then we'll call Super. It keeps everybody at ease. I've experienced some good contractors, even to the point that when they come, they will offer a direct contact to call them if something they were working on didn't hold up overnight. And every time we have called, they come right back at no extra fee to us.

When they turned the gas back on, my tankless hot water heater would not relight. The gentleman that came was very nice. I had to call them back again and they're waiting for a part to come and repair that. So I've not had any bad dealings with Super. They've taken care of me greatly. I've not had any person who came out that I didn't feel comfortable with. For what I pay, it's well worth it.

My son-in-law started this policy for me and when he passed away, I didn't know anything about it. So when we found this paperwork, I called Super and talked to Kim. She was a godsend because I had no idea what my son-in-law had done. She said, “Well, you're a few days out of the time period, but we're gonna waive that.” So she let me renew it. She was very kind. Super has been nothing but nice to me. Any time I call, they're right there, Johnny-on-the-spot.

I received a call from Patrick in the claim approvals department stating that this was a pre-existing condition and that Super was denying the claim. He had no substantial evidence to this effect and when I asked the service provider when and how this leak started they said it is hard to tell. They could not pinpoint a date. I have to mention that Patrick's customer service skills have a lot to be desired. He was curt, abrupt and aggressive in his tone. I called back to speak with Patrick further on this issue and got Anish on the phone who was unknowledgeable and unable to help in any way. I asked to speak with Patrick initially and then a manager and was told he was unable to transfer me. He said he was a leaving a message for someone to call me back and that was 10 days ago and I am still waiting for that call.

I called a 3rd time and spoke with Larry who was somewhat helpful by forwarding my appeal to his manager. However, the outcome was the same. Denied. It appears to me that Super didn't want to pay the costly claim and looked for ways to escape responsibility. As to reason number 1 why no one in management returned my call when requested. It should not have taken 3 visits before this issue was diagnosed. If Super feels that this was a pre-existing condition then that should have been determined on the 1st or 2nd visit given that Patrick stated existing leaks require large quantities of Freon, my system was not empty of freon by the way.

The curt responses I received from Payrick and Anish were unprofessional and unnecessary. I expect better customer service from Super when handling claims such as mine. This does not sit well with me and I will be writing reviews of the company on public sites and contacting the Better Business Bureau in reference to how Super handles its customers.