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Super Home Warranty Review


ConsumersAdvocate.org Rating: 2.5 / 5 (Average)
129 Customer Comments & Reviews - see all comments
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Headquartered in San Francisco, California, Super is a subscription-based home warranty company that provides preventive maintenance and breakdown coverage for systems and appliances. The affords customers convenience with a claim filing process that can be completed online, via mobile, or by phone or email. Super serves customers in five states and the District of Columbia.
 
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How is Super rated?

Breakdown

0.0/5
Transparency
3.8/5
Claims Processing
4.0/5
Coverage Options
0.0/5
Additional Benefits
4.5/5
Customer Experience

Overall Rating: 2.5 / 5 (Average)

Super is a subscription-based home repair and maintenance service. The company offers three plans starting at $64 per month. All plans include both appliances and systems. Customers have the option of customizing any plan to cover a wide range of home features, including pools and spas, well pumps, and duplicate appliances.

Super is one of the more expensive services out there and its plan pricing and coverage limit structure is among the most complicated we've seen. For example, the price of any plan you choose will increase if you have a larger home because rates are established according to the area of your home. Even a careful reading of the company's sample contract leaves many questions unanswered. But the company doesn't limit the number of claims that you can make and some system coverage may be unlimited, depending on the plan you choose.

In addition, by adding the It's Covered option to your plan, some appliance and system parts that other home warranty companies exclude are included.

Coverage

Key Facts

Plan Types
Combo Plan
Build Your Own
Benefit Limit Type
Per Item
Per Term
Term Benefit Limit
$30,000

Coverage Options - 4 / 5

Super offers three home warranty packages: the Security, Signature and Lux plans. The more you are willing to pay for a plan, the more appliances and systems are covered.

Super helps and encourages customers to perform routine maintenance on their homes. Once you are an established customer, Super will send you updates when normal maintenance tasks should be performed throughout your home. Subscribers have the option of engaging one of Super's contractors to perform the work, with deductibles ranging from $75 to $149.

Super also protects against unknown pre-existing conditions, which are often excluded from most home warranty contracts.

Specialty Items and Additional Coverage

Super's service stands out for being highly customizable. Customers can select a plan that generally suits their needs, then add custom coverage to suit their particular home's features.

What does Super cover?

Covered Built-In Systems

  • Air Conditioning
  • Heating
  • Electrical
  • Plumbing
  • Instant Hot/Cold Water Dispenser
  • Central Vacuums
  • Ceiling Fans
  • Ductwork
  • Air Conditioning (Including Ductwork)
  • Heating System (Including Ductwork)
  • Garage Door Openers
  • Toilets
  • Built-in Whirlpool/Jetted Tub
  • Furnace

Covered Appliances

  • Refrigerators
  • Dishwashers
  • Clothes Dryers
  • Clothes Washers
  • Ranges/Ovens/Cooktops
  • Built-in Microwaves
  • Built-In Trash Compactors
  • Garbage Disposal
  • Stand Alone Freezer
  • Hot Water Dispenser
  • Pool & Spa
  • Central Vacuum
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Exclusions

For a full list of Super exclusions, check out this page.

Specialty Items

  • Pool/Spa
  • Well Pump
  • Lawn Sprinklers

Contract & Price

Contract Details

Annual Premium
Starting at $449
Minimum Contract Length
1 month(s)
Home Inspection Required for Contract?
No
Online Quote/Application

Contract & Price - 4.5 / 5

The minimum annual premium with Super is $449 annually. That price applies to homes under 1200 square feet in area and located in Arizona. Premiums for larger homes are higher, as they are for homes located in more expensive parts of the country.

Other contract features are on par with competitive home warranties. You are not required to sign up for a full year of coverage, but if you sign an annual contract, you'll receive a discount off the monthly price. Super coverage for existing homes that are not on the market begins 15 days after you make your first payment. That's a somewhat shorter waiting period than some competitive plans offer. Super has a pretty standard cancellation clause. You can cancel within 30 days and receive a full refund, minus the cost of any repairs the company performed during the covered period. However, the company also charges a $50 cancellation fee.

Sample Contract

Super provides a sample contract for potential customers on its website: Super Sample Contract

Cancellation Policy

Agreement can be cancelled by you within thirty (30) days of the Plan Effective Date, and a full refund will be made. You may cancel this Agreement more than thirty (30) days after the Agreement effective date, and you shall be entitled to refund of the pro-rata Agreement charge less claims paid, any unpaid service fees, and a $50 administrative fee. Cancellation of this plan must be in writing.

Claims & Service

Claims

Maintenance Records Required for Service?
No
24/7 Claims Department?
Waiting Period
15 days

Contractors & Service

Contractor Selection
In-Network Only
Service Recall Period
60 days

Claims Processing - 3.8 / 5

Super makes it easy to submit claims by offering online, mobile, email, and telephone contact methods. Customers can submit an unlimited number of claims during a covered period, however the company places a cap on the dollar value of claims you can submit in a year. Coverage limits increase as you step up to Super's more expensive plans. Under no circumstances will the company be responsible for more than $30,000 in repairs, no matter which plan or upgrades you choose.

Super Reputation

Company Details

Year Founded
2014
NHSCA Membership
Number of Employees
11-50
BBB Rating
A+
Date Collected
2021-09-09

Reputation - 4 / 5

Super is accredited by the Better Business Bureau and has an excellent A+ rating. The lack of client feedback on the site may be interpreted as evidence of customer satisfaction with their product, or alternatively, attributed to their limited, six region coverage area. Nonetheless, the company seems to enjoy a positive reputation, as evidenced by their #TestimonialTuesday posts on Twitter.

Contact & Additional Information

Homepage URL
https://www.hellosuper.com/
Company Phone
(844) 997-8737
Headquarters Address
120 2nd St, San Francisco, CA, 94105
Year Founded
2014

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129 Customer Comments & Reviews

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Ariella B
9/10/2020
I was gifted a Super subscription from my real estate agent. As others have said it is a complete sham and a total waste of money. It is absolutely the worst customer service ever with zero follow through. Their automated system is designed to take you in loops so as not to speak to anyone. It took me two weeks of daily calls to get a resolution of a claim and now I have been waiting for payment claim since July.

Chris O
9/8/2020
Awful technology for a startup. They had a system migration a few months back that caused issues with getting someone out to fix issues with a property and I ended up paying $800+ out of pocket for that repair and now they had another technology issue that marked all services as unavailable for another one of my properties, making services calls through the app impossible since they couldn't figure out the difference between a SFH and a duplex. There are much, much better options than this company.

bryannclaudia
9/4/2020
Horrible service. If I could give a negative score I would. I had a problem with my refrigerator (Freezer leak) and called in a service request. They worked with a company that is just 3 stars (American Express Appliance Service). They came out and drowned the freezer with water and said it was fixed. Two days later, the door water dispenser stopped working. I called Super and they made me pay another service fee to get the company back out. The same service company come out and did nothing. They sent a message to Super that it is a manufacture defect even though there is nothing from GE stating so. Maybe it was the tons of water they soaked the freezer in 2 days ago and if it... Read More

C
Crystal R
9/2/2020
Purchased based upon realtors recommendation. Our A/C went out in Arizona which means we needed it fixed before it even broke. Super requires you to book an appointment through them and then you have to wait days for a service call from one of their preferred providers. We ended up having another service tech out same day, because, Arizona! We asked Super if they would cover the expense from the provider we had out. Nope. Absolutely can not recommend. So disappointed. Useless service and expense. Keep your money to cover whatever the warranty is actually supposed to.

Travis K
8/25/2020
Trash service. You are literally throwing money away. As a matter of fact, the only time they are responsive is when they are taking money out of your account. Please! If only one person avoids Super from reading this review, I would think it was worth my time.

Tanya L
8/24/2020
Service in Houston is laughable. They refuse to find fault with any appliance and it’s been 5 days and I haven’t had an a/c tech even show up.

c.ruhl20
8/20/2020
If I could give a negative review I would. I bought Super homewarranty for my home when I purchase back in March. My AC went out in Texas on JULY 28TH. It is currently AUGUST 20 and they have done nothing except lie to me and bring wrong parts to my house which were not agreed on. It is a disgusting customer service and I was left with no AC for 4 weeks in the summer. They ended up refunding our plan and our co pay. This is next to highway robbery. Do not waste any money or time with this Home warranty. It was a complete sham and I have never experience worse customer service.

S
Stephen J
8/19/2020
I am a new home owner and I went with Super on the behest of my agent. I have used Super thrice and I have not have a great experience with them. I have an open ticket with them for issue with my microwave, which was raised almost 3 weeks back. I had to follow up more than once to get a service appointment done, and its been 11 days since the service guy visited me. I have not heard back anything despite multiple follow ups. I called in last saturday (08/15) and I was told that someone would call me back on monday. I still havent heard back from them. If this is the service for a small, daily use appliance, I am not sure what to expect if I have any issue with any costlier appliance.

Leonard C
8/12/2020
I've been in the real estate business for 34 years and have never had a home warrant as BAD as Super Home Warranty. I have several client so upset with their lack of service and failure to pay a claim that they are calling the Attorney General's office.

rickmhorgan
8/12/2020
To date, the worst home warranty company I have dealt with. I have been without a usable stove for a month now and am still waiting to hear back regarding when the repair can be made. The original repair person basically said I caused the issue which I did not. Rather than arguing, I decided to just go ahead and pay the fee for repair as I needed to get my oven up and running. After 5 phone calls and multiple emails, I am still waiting to hear back.

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