SuperReviews of hellosuper.com

Truly the worst. Our furnace originally went out on December 1st and that's when we notified Super. Due to Super's paper process. It takes 2-3 days before a provider comes out. If they need to repair something it takes another 2-3 days for Super to approve the fix and then got the person to come out again. Long story short, Super sent two different HVAC providers and neither could figure out how to fix the furnace. The true issue is that with Super's review process, we were without heat for 45 days. On top of that, to get a provider that could fix the issue I had to call Super 4 different times since the first 3 people didn't help get us a new provider. Faster and easier to go with an individual company vs using super, especially for something like a furnace. Super provided us no value. Update - super put a comment on my review that the issue was resolved in the comments. While this is correct, it took 45 days to get it fixed, took 3 different service providers, and then it took me urgently calling Super 4 times in one day (spent over 90 minutes on the phone with 4 different people) to actually get someone out who could fix the furnace. On top of that is was a simple fix that took 20 minutes, something the two previous Super providers couldn't figure out.

We will never get home warranty with super ever again. It has taken 2 weeks to get our AC/heater fixed and it’s not even summer. Super puts the blame on the contractor and the contractor puts the blame back. They are supposed to have the top contractors but have the complete opposite. Had Mr. Ace mechanical sent out by super warranty and their technician tried to charge us $500-600 to “clean the AC” or the warranty “wouldn’t approve the part”. Had a 2nd opinion come in that said they were lying and didn’t need to be cleaned.

I have had super for 3 houses of mine in the past 5 years and this has gotten worse and worse each month. I filed a claim for a toilet clog several months ago and paid the service fee of $75. After the first plumber visited and provided his opinion. I disagreed with the assessment. Super sent another plumber for a second opinion, which got cancelled. I asked to make another appointment for the second appointment. Super said that they don't have any other plumber in the area at that time and asked me to contact them again a few months later. I just contacted Super again to make an appointment for the second opinion. They now asked me to pay another service fee of $75 again, which I don't understand since it was their fault not to have the another plumber for the second opinion. Now they do, but I want to charge the service fee again. I guess they just tried every way to get your money without providing the service: deny claims and charge service fees several times.

They told us that our water heater was too old to be covered so we cancelled our contract and are still waiting to get our partial refund. It's great (NOT) to be charged to be told that nothing we have is covered and be charged to be told that The water heater was inspected by AJF inspections and was operating fine, just an older unit and was under our HOW policy a good month before it started to leak. Super is LYING that the unit was defective before being covered

Never use Super, the absolute best way to protect yourself and your home is to budget and set aside emergency funds. If you give any money to this company you will never see any service for it and you will still somehow have to pay for your own repairs. Super I have asked you multiple times please tell me how you define a mechanical part. You refuse to answer me how the door handle assembly to my oven is not covered. The door handle is broken and has cause the front glass panel (which is not broken) to become detached. The oven cannot be safely used, I cannot open the oven door without the panel falling out. This is a mechanical issue as last time I checked the oven door is a mechanical component required for the use of the oven. You refuse to explain how this is not covered under your warranty which you so kindly keep copy and pasting as a response. This response you keep posting proves you should be covering this repair but you refuse without any explanation. Do not trust Super, they will not answer any questions, they will not work in your best interest, there goal is to get as much money from you as they can and provide little to no service in return. If this is not true then answer my questions super, please prove me wrong.

We did not have our AC unit working throughout this summer, and HelloSuper failed to fix the problem. We had to go through the heat wave in California this year (2024) and Super did nothing to help. They only procrastinated and sent technicians multiple times without addressing the problem. The funny thing is that the unit was checked by Super right before Summer. Horrible company, a total scam, stay out from them. ++ information based on the response below from Super. The cash-out they offered was ~$400. Imagine your warranty company who claims to cover your AC (5T unit) only paying $400. During HVAC tuneup, the vendor mentioned that the AC unit needed repair, and I have no idea why the company didn't take that into account. They were insisting to replace R22 in my unit with the $400 they offered, where the real need was a system replacement (based on the second vendor's recommendation that they have sent). If you have an old and dying system, they will insist on keeping that system with no support for replacement, keep that in mind. Additionally with >2 months of repeated technician visit, with clearly no end in sight. We had to cancel our subscription and I ended up recruiting a vendor to finally take care of the unit by the end of summer, where we suffered the whole summer without AC due to their procrastination and repeated vendor onsite visits.

I had 3 occurrences as new homeowner: - microwave stopped working; Super refused to fix/replace it citing "manufacturer coverage" (when manufacturer coverage only works for the original buyer); - dishwasher wasn't working; they eventually approved repairs after about 2 months of back and forth; - the last one: A/C system wasn't cooling properly in hot weather; they sent 2 different servicer companies, then informed me that they need to change the servicer again; after that all activity just stopped (the request is 1 month old). Overall the quality of customer communication is horrible, it's next to impossible to reach someone to talk to, issues are not getting resolved. I'm switching to someone else for the next year.

They are quick at collecting their premium. Slow in providing service when needed. Their only intention when appliance fails is to even make more money and not really offer any service. My water heater stopped working. They visited the house three time, charged me for their vistas every time, made me wait for over one month to confirm that the heater has to be replaced. I almost paid the amount equal to replacing the water heater to them and to my tenant as refund and finally I had to replace the heater with my own budget because they just keep coming for visits and complaining that "oh I do not have this and that part today....". They are the most terrible home warranty provider in the market. Stay away from them!