SuperReviews of hellosuper.com

Horrid company. Support staff giving incorrect information, conflicting with different agents. Claims department arbitrarily decides a system is unfit to be replaced and incorrectly calculates sqft of home to get out of replacing something that is covered.A horrible experience with a shady company.

I regret to report a deeply unsatisfactory experience with Super Home, Inc. It looks like I am one of other customers who experienced an issue when Super Home, Inc. purchased my account from my warranty company without my consent and without my knowledge. When a water main pipe burst on my property. As a responsible homeowner, I promptly contacted my water main warranty provider, HomeServe, only to discover that my account was inexplicably inactive. Despite being a loyal customer for three years, with receipts confirming payments, Super Home, Inc. claimed ignorance. In the face of this crisis, I turned to my household home warranty provider, who efficiently dispatched certified plumbers to resolve the issue. After exhaustive efforts, I learned that my contract had been transferred to Super Home, Inc. without my knowledge or consent. The first indication of this came months later, with a "Welcome to Super" communication. Subsequent discussions with Super Home Warranty revealed the absence of coverage for water main repairs, the coverage I previously had with Home Serve. This saga is marked by several key challenges: Lack of Communication: Super Home Warranty failed to inform me of my membership status, leaving me in the dark regarding vital information. Misinformation: Both Super Home Inc. and HomeServe neglected to disclose the transfer of my membership, exacerbating the confusion and hindering timely assistance during the emergency. Emergency Situation: The urgency of the water main burst compounded the frustration, as I struggled to identify the responsible entity for assistance. Compounding my disappointment are the concerning customer reviews of Super Home Warranty, consistently highlighting subpar service experiences. As a longstanding customer unwittingly thrust into this ordeal, I am disheartened by the lack of accountability by Super Home, Inc.

My experience with Super over the last five months has been nothing short of a nightmare. Many of the issues I faced could have been avoided if Super acted in good faith with their contractors. Transparency and communication are severely lacking. My husband and I have had terrible experiences where we had to do more work than necessary, jumping through unnecessary hoops to get covered issues fixed. Submitting claims for critical issues like leaking appliances or malfunctioning HVAC systems is incredibly inconvenient. For instance, when our HVAC system failed on a freezing night in January 2024, no one picked up their emergency line. I left a message, only to receive a call back 36 hours later. This delay was unacceptable, and it took two months of fighting for them to finally resolve the issue after initially denying my claim. Super's contractors have been unreliable, unresponsive, and lacking in follow-through. During a contractor visit, I was told by the contractor (I can't confirm if its fully true) but based on my experiences with Super to date... sounds about right. I was told that Super imposes constraints on the time contractors can spend in a client’s home, likely due to the low service fee we pay and the amount they pay the contractors. This policy seems to result or open up risk to us clients for experiencing rushed work, lack of transparency in what is being reported between the contractor and Super. Super takes forever to resolve complex issues, especially those involving high-cost repairs like our HVAC system. They appear more focused on minimizing costs than on timely fixes, leaving customers in the lurch. For example, the critical part for our heating system was supposedly on "backorder" with no delivery date, and Super was ok with this. My weekly requests for updates were often ignored, and Super and the contractor failed to communicate effectively with me. After 9 weeks, the part finally arrived "miraculously," but only after significant delays and a lack of clear communication. My experience with Super has been frustrating and stressful, marked by their indifference to customer needs and poor coordination with contractors. Recently, I faced another issue with my A/C system. After submitting a claim in April, it was declined. The contractor’s initial visit lasted 10 minutes, promising a follow-up visit which never happened. Super's response contradicted the contractor’s findings, and I'm now left waiting for weeks without resolution. Super has consistently caused delays and failed to provide clear communication. Save yourself the headaches, time, and money. If Super wants to make things right, they know how to reach me.

The Window cleaning company they sent worked out wonderfully - Fast service and they did a great job!

Have been with Hello Super for a few years. Have had great service and work always done to our satisfaction.

Requesting service for my locks to be rekeyed at my home was so easy and such a smoothe process. I look forward to using the other services offered!

We have had our main house and several rentals covered under Super for the past 5 years or so. We have worked with other home warranty companies in the past and this is the best by far. The app makes scheduling easy and straightforward, the technicians we have worked with have been great and we have especially appreciated the re-calls when work needs another look and replacements when there wasn't a fix. The phone system is a total mess but the people who work there are great to talk to.

An opportunity for this home warranty was offered in our settlement on our new house in Summer 2023 so we accepted it after reviewing its initial website and plan offerings to offer a little peace of mind for items for our house that was built in 1946. Realizing now I should have done a little more homework on the company. 3 incidents had me look into possibly requesting service these past 10 months: 1) a Kitchen sink plumbing drain issue discovered they don't do service requests on weekends and as time was of the essence had to hire my own plumber - STRIKE ONE 2) Refrigerator Icemaker line developed a leak and learned that wasn't covered by my plan and you cannot add Refrigerator coverage or change your plan during your 1 year term. You can only change your plan or coverage at the 12-month mark - STRIKE TWO. 3) Water heater installed in 2016 - The cold line inlet has developed a tiny leak. Reviewed my plan thoroughly to confirm that this is covered under my plan. I filed a service request and paid the $95 fee on Monday 4/8/2024. Super did not get back to me until the next day and could not schedule a plumber for an active leaking pipe until 2 days later. STRIKE #3 4/10/2024 Plumber comes out and sees the problem immediately and states it is an easy fix and the inlet pipe and dipping tube needs to be replaced. States will probably return on Friday 4/12/2024 to finish repair. Plumber is nice guy and states that to mitigate the leak while awaiting his return to just turn off the cold water feed to the water heater when we dont need hot water. 4/11/2024 Super App updates activity that Service report has been submitted and it is awaiting review and to give 1-2 business days due to supply chain issues (What??). I hear nothing from plumber or SUPER. Seems Plumber cant communicate with you without Super Approval. I submit a note via the app regarding the claim review. Not sure it is read by anyone as there is no confirmation of its receipt via email or in app. 4/15/2024 I call into Super manually (they make finding the direct # difficult to find on the website) as the app only gives the option to send a note regarding current claims. Agent says will elevate it and have the agent covering the claim approval to email or contact me that day. I receive no phone call or email . Strike # 4 4/17/2024 I have to call into Super again as I still have heard nothing with no change in the activity on the app. They state the claim is still under review and that they will elevate this and add additional line to the report that the line is an active leak. Says they will contact me again. I contact the Plumber directly to which they state that they are waiting on SUPER to schedule to finish the repair. Strike # 5. Suffice to say for a simple plumbing repair claim (NOT even a claim for a new water heater...just a simple replacement of a portion of the inlet pipe) much less an ACTIVE leak is taking over 10+ days to be completed is completely unacceptable. I will be cancelling my plan to save a miniscule amount of money vs the 10 months of wasted payments. I will also be filing a chargeback with my credit card if service is not completed soon as I have not received proper service.