Since then, I have experienced significant delays, poor communication, and a denial of coverage despite the circumstances and timing of the failure. The assigned contractor, Lindsay Heating and Cooling LLC, failed to arrive during the scheduled service window , Wednesday, May 20 between 8am- 12 pm, and ultimately did not arrive until approximately 8:15 PM after I spent the entire day waiting under unsafe heat conditions. After briefly accessing the rooftop condenser area, the technician advised that the system could not be serviced that same evening, leaving me without any meaningful resolution.

Super has since denied coverage, citing that the unit was completely low on refrigerant and likely contains a significant leak within the sealed system. However, the HVAC system is a 2019 R-410A system, and the home inspection report did not identify, disclose, or reference any refrigerant leak, sealed-system issue, or indication that the HVAC system was not functioning properly at the time of inspection.

Additionally, Super’s own Buyer Coverage language states that unknown pre-existing defects may be covered if: the defect was unknown, not caused by the current homeowner, and would not have been detectable during a standard home inspection or simple mechanical test. At no point prior to occupancy was I aware of any refrigerant leak or sealed-system defect. Given the immediate timing following closing and occupancy, along with the contractor’s determination that the system was completely low on refrigerant and likely leaking over time, I believe this matter warrants further review and escalation. This is my first home. I am extremely disappointed in both the customer service handling and denial determination, given the timing immediately following closing and occupancy.

I reported the situation to Super and requested they send a technician from another company out. The new technician informed me there was something bent inside the dryer that he straightened out. That got rid of the thumping noise but the technician said the noise would probably come back in a few days – which it did. I then contacted Super again and they sent the same technician out who stated the problem was now unrepairable and that the dryer needed to be replaced. Super refused to replace the dryer and after escalating to the problem to a manager, informed me there was some stipulation in the service contract that stated the noise problem was not covered under their plan. So now I’m stuck with a dryer that makes noise that happened after a Super technician repaired the dryer and I will have to replace the dryer at my expense.

I immediately cancelled my service agreement with Super Home Warranty as this type of response is unacceptable. The company refused to take responsibility for a problem caused by their technician and now I end up having to pay for their technician’s mistake in creating a new noise problem after the initial repair? Unbelievable! My recommendation is to steer clear from using Super Home Warranty as your home warranty company! It will end up being a waste of your time and money and you will be dealing with customer service folks that are not willing to accommodate you has a customer.

Super told me in writing the failure is not due to pest damage — then denied my claim for pest damage. I have the email. We completed a professional pest inspection before closing and paid $299 for a seal-up after closing. And as a Buyer's Coverage holder, my contract explicitly covers unknown pre-existing conditions not detectable at closing. Super's own denial email confirms the dishwasher was working at closing.

Super's technician also damaged our hardwood floors during the visit. I submitted a repair estimate of $723.67. No response. On March 25, I sent a formal written demand CC'd to the Montgomery County Office of Consumer Protection and the Maryland Insurance Administration. The county responded within 24 hours. As of April 15 — 14 business days later — Super has not responded at all. I am now pursuing AAA arbitration, small claims court for the floor damage, and formal regulatory complaints. Their own email proves the denial is invalid. They just don't care.

Meanwhile 4/5 more days gone by. Told me he emailed it. I checked. Nothing. Said he’ll try again. I said whoa do it while I have you. No go. Gave him different email. That went thru. How he Thought it went thru is mystery. I also asked about install. Told me HD WOLUD handle that. Went to HD & ordered. Asked about install. Said only outsourced contractors. How would I pay for that. She didn’t know. Micro delivered and installers called. One came out where my mom paid $125 out of pocket. Been 3 wks w/o one. After I called Super hm to rectify. CSR said nothing can be done. Had to wait for Patrick to call me but never happened. 4 days go by. Got message from stating to send invoice copy. And an email would be texted to me. I checked everywhere. Emailed him. Texted him. So I emailed to Patrick email. No answer.