Super Home Inc.

We needed Super Home to replace our AC unit in the heat of summer in Texas, and it took them two months to get it done. Overall, it was an okay experience but we were frustrated with that particular experience. They should improve on their response time. And if they are gonna approve or not approve something, they should make that happen quickly instead of it taking a while.

It’s easy to request a service online from Super Home. But we’ve had some difficulty in terms of when someone comes out and services things that there has been one or two times where they haven't resolved the issue. It's been a little tricky to get further support and to understand how we communicate that we need it. We had a sump pump and it broke so we had someone come out and try to fix it. But we’re not sump pump experts so we didn’t understand that it wasn’t fully fixed. Then you get an automated email asking how the service was. I marked that it wasn’t okay and that we needed follow-up. But we never heard back from them.

The app is good. You go on it and do the claim. It's not that hard. But Super Home has changed a lot during lockdown and COVID. You don't get as much interaction service. It’s all online. You’re working from home so things are changing but it is what it is. It takes days for the contractor to come and sometimes, even a week or two. But it depends. In the summer, I had a sprinkler leak. All the sprinkler guys are super busy in the summer, so it takes them a little bit longer which is like all the AC guys who are super busy. You just have to be understanding. Everybody is in the same boat right now and contractors hard to find.

Having gone through the online process with Super Home was not difficult. The claims rep is the best I’ve used so far and the techs have been great. They've been professional, prompt and I don't feel like they're trying to milk money from me, like the ones from American Home Shield or from the other ones. The experience with Super Home was painless and easy. I'd like to see the concierge service come back but that's a COVID thing.

The capacitor on our air conditioner went out. We called on Saturday and the guys came out on Monday. They talked to me and explained everything. The only thing is that we never got anything in the mail saying what our coverage was. I had to get it to my Realtor. It would be nice if Super sent something in the mail or email saying, "Hey, welcome to Super. Here's how you do this." Just something simple because it took me a while to figure out which company it was. But we're happy with the service. We've used them three times now, once for a toilet, then the air conditioner, and the electrical issue too. We'll probably renew it.

I called Super Home and told them that the garbage disposal stopped working. They sent a plumber out, and he fixed it. I also had a leaky sink, and toilet, again, plumbing stuff, and the same thing, called them and told them about it. They sent plumbers out that fixed them. Everything's been satisfactory.

Super Home and their contractors need to make sure that they're on the same page with scheduling. The last two times I used them, Super sent me a schedule saying, "We're confirmed for this day and time." Then I was waiting around for the contractor to show up. I called the contractor and like, "Oh, we had you on the schedule for this day and time." They weren't synced up and that was pretty irritating. But in the end, everything's always worked out. Just a little bit of a waste of my time when the first appointment falls through.

I am grateful to have this service. They are doing a great job and recently fixed my broken dishwasher quickly. I don’t know a lot about repair, or even who to call, so I’m really lucky to have Super.

My realtor recommended Super to me when I bought my house. I’m so grateful she did, because it seems like everything keeps breaking. Super has been on top of it, which is a huge relief to me and my family.

1 - No matter broken HVAC in summer or Leaking water tank in winter they will not send the service in timely manner. In fact the same vendors they allocate will have faster availability than the one Hello Provides.