SuperReviews of hellosuper.com

This is the worst company I have ever encountered—absolutely terrible service and completely unprofessional. I have been waiting for my air conditioner to be repaired for over two weeks, and they still haven't resolved the problem; all they care about is collecting their money. I do not recommend them at all.

I am filing a complaint against Super Home Warranty regarding the handling of a furnace and HVAC installation claim and what I believe was a dismissive and misleading response to legitimate concerns involving permitting, code compliance, and system sizing issues. Super arranged for the installation of a new HVAC/furnace system at my home in Fairfax County, Virginia. After the installation, I began experiencing serious humidity problems throughout the house that did not exist prior to the replacement. On July 24, 2025, I notified Super in writing that: Indoor humidity levels were remaining in the mid-60% range and often climbing into the 70% range. At times, indoor humidity levels were nearly the same as outdoor humidity. The house would cool, but would not properly dehumidify. This issue did not exist prior to the new installation. I also informed Super that I contacted the installing company directly and was told: The new unit installed was larger than the previous unit. No Manual J load calculation had been performed to determine whether the larger system was appropriate for the home. The contractor stated they “only installed what Super provided.” An improperly oversized HVAC system can short-cycle, cool too quickly, and fail to properly remove humidity from the air, creating ongoing comfort and potential moisture issues inside the home. I further advised Super that I had already contacted customer service previously and was told someone would call me back, but no one ever followed up. In addition to the humidity concerns, I later raised concerns regarding permitting and code compliance associated with the installation. Super repeatedly stated that: Multiple providers inspected the unit and confirmed the installation met standards. Neither Super nor the contractor was “required” to pull a permit. If I wanted a permit pulled, I could do so myself at my own expense within one year of installation. I independently contacted Fairfax County code enforcement and was informed that gas work in Fairfax County requires the contractor performing the work to pull the appropriate permit. Despite this, Super continued to insist that neither they nor their contractor were responsible for permitting. My concerns are not about Super paying for “code upgrades.” My concerns are: Whether unpermitted gas work was performed. Whether the installation complied with local code requirements. Whether the HVAC system was improperly sized. Whether required engineering/load calculations were ignored. Whether consumers are being misled regarding permitting responsibilities. Whether Super is using third-party contractors who are failing to comply with local regulations and accepted HVAC installation practices. Rather than addressing these concerns substantively, Super repeatedly sent nearly identical canned responses and ultimately informed me that: “This claim is permanently closed. Super will be taking no further action.” I believe this reflects poor customer service, a failure to properly investigate legitimate safety and performance concerns, and an unwillingness to take responsibility for work coordinated through their warranty network.

Super Home Warranty sends subpar contractors, who break your stuff then claim it isn't covered. Charge you to fix what they broke after stringing you along for 4-6 weeks. In my case they sent a contractor who broke a pipe and then said I had to pay thousands to give them access to fix it.

Three months after closing on our first home, our dishwasher console failed. Super's technician confirmed the diagnosis: mechanical failure. My plan covers all mechanical components and parts of the dishwasher. Console failure isn't on the exclusions list. Then came the denial email. I'm quoting it exactly: "After careful review, we have found that the breakdown is unfortunately not due to pest damage and is not covered by your policy." The sole exclusion cited: "Pest or pet damage." 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.

This was my first claim filed with Super Home warranty who bought out my original company, Platinum Home who were amazing to work with. Super Home denied my first claim with them for a simple toilet valve as they made up a story about sediment in the valve. When the plumber diagnosed, he never mentioned that… they just made this up so they wouldn’t have to pay the claim. Cancelled immediately. They are thieves just collecting co-pays with no intention of ever approving anything.

I have had this service for 1 year, costing about $1,000.00. I have called them out several times for pool pump, dishwasher, stove and refrigerator. Each time they find some reason not to cover my issue. Most recently they said my freezer problem was due to rodents. I called Sub Zero for their tech who said that was not true, it was a plumbing issue. This Super Home Warranty is a terrible service, I have canceled my subscription and would never user them again. Even ChatGPT tells me they get mixed reviews but mostly neutral to negative. The Sub Zero tech said never to use them for higher end appliances as they send inexperienced techs out.

If I could rate them lower I would. We had our ice-maker stop working August 26, 2025. It was finally replaced and working on November 14, 2025. It was nothing but a headache. It stopped working in March 2026, the same parts they replaced are bad again. THEY WILL NOT RE-ORDER THE PARTS THAT ARE COVERED BY WARRANTY. The company that supplied they parts will only work with the warranty company. Understand we are not asking them to provide service, simply to get the parts replaced that would cost them no money! And to add to frustartion I am unable to talk to anyone other than a customer service rep. Apparently they have no managers or supervisors working. Well, at least that is what I have been told. STAY AWAY!!!

This company sent us an electrician for some standard rewiring and outlet repairs and he wound up frying the switchboard to our furnace leaving us without heat during a major freeze over the weekend (it’s now been a week without working heat). The electrician refused to try to rectify the issue so they sent an HVAC expert out and he confirmed this was in fact an electrical problem but attempted repairs anyway with no success. The company is slow to respond (if you get a response at all), has a ‘kick the can down the road’ approach and have even responded to some of my email correspondences with incorrect information , confusing my account with someone else’s expired policy and then not replying at all when this was pointed out. Every single time we’ve tried to get someone to repair the issue (our HVAC system was working perfectly before the electrician SUPER sent messed up the wiring) the company sends someone who either doesn’t know what they’re doing or wind up not even showing up at all. I do not recommend this company at all- stay far, far away from them.