Complaints

The complaint text that is displayed might not represent all complaints filed with BBB. Some consumers may elect to not publish the details of their complaints, some complaints may not meet BBB's standards for publication, or BBB may display a portion of complaints when a high volume is received for a particular business.

• Initial Complaint

  Date:07/22/2025

  Type:Service or Repair Issues
  Status:

  ResolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I am on a HOMe COMBO warranty plan with Super. On 6/6 I requested service for problems with my cooling system. On Jun 9 a *** came out. On Jun 10 the servicer ***ort was sent and problem diagnosed. The matter stayed in procurement dormant for 2 weeks. My Condenser Unit broke but I have a R22 unit; said unit being phased put by ******* several years ago. The servicer was going to retrofit my R22 furnace to accommodate a condenser unit that is similarly being phased out by the ***. As of December these units can no longer be installed and manufacturing has ceased some time ago. Super was looking for the parts allegedly but pretty much left me kn read. After some back and forth they offered me $1370 payout from the $1500 cooling coverage amount. Super refused to pay out heating coverage because the retrofit would've allowed the furnace to remain. To date I have received no check and I cant pay for the ***air absent their contribution. I was finally advised last week on 7/9 settlement was issued. It is now 7/22 and I have no money. At this point I believe they are fraudulent when it comes to.issues like these. Me and my 70+ mom have been barely making it through this heatwave bc Super refuses to send me the money that I am owed. They are in breach of their policy. I have called multiple times and have advised it can take up to 15 days but it shouldn't. We are well almost into August and they have sent nothing. They refuse to even advise when it will be mailed or the check #. Unacceptable!!

  

  Business Response

  Date: 07/24/2025

  Hello Kashima,

  Thank you for providing your feedback. I sincerely apologize for the delays and frustration youve experienced. I understand how stressful it can be to deal with a malfunctioning HVAC systemespecially during the summer monthsand how critical it is to have your system working properly. I regret that we did not meet your expectations in resolving this situation.
  

  Im showing that the check in the amount of $1,370.00 has been processed. It is scheduled to be mailed on Friday, 07/25, to the following address: ***********************************. Please note that it can take 710 days for the check to be received.
  

  As a courtesy due to the delays and communication issues, Ive also refunded your $100 co-pay. You should see a credit on your Mastercard ending in 9593 within 35 business days, depending on your bank.
  

  Once again, I apologize for the inconvenience youve faced, and I truly appreciate your patience and understanding.
  

  For easier communication, Ill send a separate email from Super, and you can respond directly to that message.
  

  Respectfully,
  ***************start="1206" data-end="1209"> Super Executive Escalations Team

  Customer Answer

  Date: 07/25/2025

   
  Complaint: 23640110
  
  I am rejecting this response because:
   There is no reason after one month I am being asked to wait 7 to 10 business days for a check that I am owed. The refund of the copy is the bare minimum.  Those funds should be wired to me or at least sent by overnight courier. On July 2nd this settlement was processed. Why are you sitting on checks. Similarly this is why vendors dont want to deal with you guys either. Getting payment is a marathon. The longer you delay my funds the MORE I have to pay. You guys should he paying me under the heating coverage because of your intentional administrative delays I MUST now get a new furnace!. Its 98 degrees today in ** and I reached out to you guys in JUNE. And you expect me to wait another 2 weeks. NO! Send it via overnight courier Fed Ex or wire it! 
  Sincerely,
  
  Kashima Loney

  

  Business Response

  Date: 07/25/2025

  Hello Kashima,

  Thank you for your response. I completely understand your frustration and the urgency of your situation, especially given the extreme temperatures.
  The reimbursement check in the amount of $1,370.00 was processed and is scheduled to be mailed to the address on file. While I understand the desire to receive the funds more quickly, unfortunately, were not able to expedite or issue payments via wire transfer or overnight courier. All checks are processed and mailed through our standard mailing procedures, which can take 710 business days for delivery.
  I know this may not be the resolution you were hoping for, and I sincerely apologize for the inconvenience this delay has caused. I truly appreciate your patience and understanding as the payment makes its way to you.

  Customer Answer

  Date: 07/31/2025

  I tried my best to respond during the portal but was not able to. These people are jokesters. I just received something from a platform called "BILL" stating that the vendor send me $1370. If I dont accept an epayment by tomorrow, I will receive a check in 5 to 7 business days. However, to accept the * Payment I need to be a business. However, my check was supposed to be mailed on July 25 as per the correspondence on your site. This company is horrible. Please do not close my case. They are thieves and they do everything to delay payment. There is no reason that I have to get payment from a 3rd party when my check was supposed to go out 7/25.

  

  Business Response

  Date: 07/31/2025

  Hi Kashima,
  
  Bill is our accounting system (please see the attached screenshot). If youd prefer direct deposit in the future, youll need to enter your banking information directly in the system.
  As mentioned in previous emails, your check has already been mailed and typically takes 710 days to arrive.
  Ive also sent you a message through the Super portal. If you have any additional questions, please reply to that email directly.

  Customer Answer

  Date: 07/31/2025

  Hello. I was able to get the money from the BILL portal. I am upset I needed to create an account but I am happy I have my money. Im looking forward to closing my account with them.

• Initial Complaint

  Date:07/21/2025

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  Home warranty company has been unresponsive to issue of emergency status. Live in ******* with current heat index of 106. Been without AC for over a week and just received notice that they finally ordered parts that won't arrive until next week. Have repeatedly called with only two return calls that yielded zero updates on a timeline for resolution. I have requested to speak with supervisor but was told I could only put in for a callback which has never been received. Took from Wednesday at 830 am until Monday at 130 pm to get to the point of parts being ordered. I have been unable to inhabit my home for a full week incurring hotel charges and other expenses. Obviously some time is expected but a full week without an update and then to provide an update that parts will take another week is not normal, it is egregious. Had I taken care of this without the warranty, I would be back on my home by now. I just want this resolved I am expedited manner. I need to know actual status and how soon they can have this resolved.

  

  Business Response

  Date: 07/23/2025

  Hello **** and ******,

  Thank you for providing your feedback. I sincerely apologize for the delays and frustration youve experienced. I understand how stressful it can be to deal with a malfunctioning HVAC systemespecially during the summer monthsand how important it is to have your system working properly. I regret that we did not meet your expectations in resolving this situation.
  

  Im showing that my colleague ****** reached out to you yesterday, 07/22, through the Super portal and provided an update. As mentioned in that message, Military Air A/C & Heating determined that the compressor has failed and will need to be replaced. To fully restore your systems functionality, they will also need to add 11 lbs of refrigerant. The parts are currently expected to arrive today. The tracking number is: 882952592340.

  If needed, I can reimburse you up to $150 for alternative cooling, such as a portable/window unit or fans. To process the reimbursement, Ill just need a copy of the receipt.
  

  As a gesture of ********, ****** has also refunded your $89 copay. This credit should reflect on your **** card within 35 business days, depending on your bank.
  

  ****** will continue to monitor your claim closely to ensure everything proceeds as smoothly as possible.
  

  For easier communication, a separate email has also been sent from Super, and you can respond directly to that message.
  

  Respectfully,
  ***************start="1552" data-end="1555"> Super Executive Escalations Team

• Initial Complaint

  Date:07/14/2025

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I purchased a home warranty with Super when bought my home. Just a couple of months after moving in, our stove suddenly began smoking. Concerned it could be a gas leak or other serious safety issue, we evacuated the home and called ********** to inspect the situation. They disconnected the stove to ensure the home was safe to occupy. Afterward, I contacted Super to file a claim. Despite the clear safety hazard and urgency, they refused to send a technician until the stove was reconnected- something I did not feel safe doing without knowing the cause of the issue. They ultimately denied my claim, stating it was due to "negligence." This makes no sense, as had just purchased the home a month prior and had no opportunity to neglect anything.Super denied me the service paid for, showed a lack of concern for my family's safety, and provided unacceptable customer service. I want to warn others about this company. In my experience, they do not honor their commitments and fail to support customers when it matters most.

  

  Business Response

  Date: 07/15/2025

  Hi *****,

  Thank you for taking the time to share your concerns. I sincerely apologize for the frustration and inconvenience you've experienced with your stove claim. I understand how alarming and stressful this situation must have been, and I regret that your experience did not meet your expectations.

  After reviewing your account, Im showing that your policy began on August 21, 2023, and the stove claim was submitted in December 2023. In your claim notes, you stated: Smoke was coming out. We thought it was a gas leak. *** came and tested the home. They said it's not a gas leak but not safe to use. They put it in the backyard.
  

  At the time, we dispatched ****** ***************** to diagnose the issue. Their report indicated: Unit does not have a gas leak. Unit was not properly maintained/cleaned. It had a grease fire on the insulation. The wire from the spark module has grease on it. Doesnt look like anything else caught fire besides the insulation. We offered to clean the grease, but the insulationalthough still intactretains an odor from the fire. Customer wants the insulation replaced, but insulation is not a serviceable part.
  

  Unfortunately, the claim was determined to be ineligible for coverage for two reasons:
  

  The unit showed signs of lack of maintenance, which falls outside the scope of coverage.
  

  The insulation is not a covered or serviceable component under your policy.
  

  As stated in your service agreement, the plan provides coverage for repairs or replacements due to normal wear and tear. Damage resulting from improper maintenance or non-covered components, such as insulation, falls outside that scope.
  

  Lastly, Im showing that your policy with Super has been inactive since July 8, 2024.
  

  While I understand this outcome is disappointing, I hope this explanation provides clarity. If you have any additional questions or would like to discuss this further, Id be happy to speak with you.

• Initial Complaint

  Date:07/12/2025

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  In July 2024 our HVAC air conditioning stopped working. They added refrigerant and it stopped working the next day. They came back and replaced I believe a compressor and we had to pay $800+ out of pocket after the company that came out to diagnose recommended a complete unit replacement. It worked for 1 day before it stopped working again. We kept calling to follow up all through the fall/winter and then they decided it was the control board which did not fix the issue. The **** company doing the work said they keep denying the replacement of the system. Now they are saying they will only replace the outside unit that has failed and have to replace the inside unit as well due to incompatibility but we are responsible for the cost (about $4000) of the inside unit which Im upset about but Im even more upset that they are trying to replace it with an inferior system then what we have stating the other system is unavailable and now we are unable to speak with any representative on the phone I have called dozens of times trying (we have Carrier system and they are trying to replace that with a lower quality ******* system). It is now 1 year later and we just want it resolved. We pay almost $1000 a year to ensure our home can be fixed and feel like this company is trying to avoid doing what we pay for and their communication/service has been unacceptable.

  

  Business Response

  Date: 07/16/2025

  Hi ******,

  Thank you for taking the time to share your concerns. I sincerely apologize for the frustration and inconvenience you've experienced with your HVAC claim. I understand how alarming and stressful this situation must have been, and I regret that your experience did not meet your expectations.
  

  Climate *************** reported that the condenser is grounding out the compressor, causing the breaker to trip when operating at high speed. They recommended replacing both the condenser and the air handler (indoor unit) to ensure system compatibility.
  

  Super has approved the replacement of the condenser. However, the air handler is not eligible for coverage at this time, as it is not currently failing. It is being recommended solely due to incompatibility with the new coil.
  

  Per the terms of your coverage, the plan is designed to assist with the repair or replacement of systems and appliances that fail due to normal wear and tear. Since the air handler has not failed, it does not meet the criteria for coverage.
  

  Additionally, this repair includes $3,771.91 in non-covered costs, consisting of modifications and equipment disposal not covered under your current plan. Below is a breakdown of covered and non-covered costs, along with a cash-out option:
  
  Covered by Super $2,454.45
  $1,801.37 Condenser (Model #GLZT7CA2410)
  $108.08 Tax for the Condenser
  $425.00 Labor to install the Condenser
  $120.00 Filter Drier
  

  Not Covered by Super $3,771.91
  $942.56 Air Handler (Model #AMST24BU1300)
  $116.97 Heat Strips/Kit (Model #HKTSD10X1)
  $42.38 Tax for the Air Handler
  $425.00 Labor for Air Handler
  $340.00 Additional Labor (2nd Helper)
  $55.00 Labor for Heat Kit
  $150.00 Refrigerant Recapture/Disposal
  $170.00 RX-11 Flush
  $150.00 Equipment Disposal
  $140.00 Drain Line Modification
  $100.00 Torch Fee for Copper Modification
  $100.00 Torch Fee
  $100.00 Shop Vacuum
  $155.00 Electrical Modification (Condenser)
  $155.00 Electrical Modification (Air Handler)
  $160.00 Copper Modification
  $110.00 Condenser Pad (Code Requirement)
  $360.00 Duct Modifications
  
  If you choose to proceed with Climate ***************, you will receive a separate email with a payment link for the out-of-pocket costs.
  

  Alternatively, you may opt for a cash-out. This allows you to coordinate repairs independently. The cash-out amount reflects the portion Super would pay to complete the covered work $2,454.45.
  

  Please note: If you choose to cash out, Super will suspend coverage on the system until we receive proof of repair (a paid invoice from a licensed professional).
  

  Please let me know how you would like to proceed. For easier communication, Ill also send a separate email from Super that you can reply to directly.
  

  Respectfully,
  Marina
  Super Executive Escalations Team

• Initial Complaint

  Date:06/27/2025

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  Poor costumer service and planning.We have been without a washer for over a month due to poor communication, being assigned technician that are located no where near us, and not advocating for their warranty ********** start, be were assigned an appliance tech that is located over an hour away from us, and serves areas over 2-3 hrs from us. These techs have consistently showed up over an hour after their given window, and not communicated with us. The warranty did not advocate for us, to be a priority. Even after 3 visits, the tech has not found the issue with the washer.When we requested to have our co-pay refunded, the agent started to talk over us, and suggest that my husband was rude (when he was just being *****).While our coverage is supposed to replace equipment, they refuse to. How long are we supposed to go without an appliance? Will it be 2 or 3 months? They will not pay for laundry services either, even though this should have been resolved in just a few weeks.

  

  Business Response

  Date: 07/01/2025

  Hello *****,

  My name is ******, and I represent the Executive Escalations Team at Super.

  First and foremost, thank you for sharing your feedback, and I sincerely apologize for the frustration and inconvenience this situation has caused.
  

  The initial claim was submitted on May 23. Expert Appliance diagnosed the issue and reported that the suspension and driver motor needed to be replaced. Super approved those recommended repairs, and they were subsequently completed.

  Shortly after, a recall claim was created as you continued to experience issues. Following further inspection, the technician has now advised that the motor shifter, control board, and laundry center (secondary control board) also need to be replaced.

  Super has reviewed the claim with Expert Appliance, and the technician is confident that these additional repairs will fully resolve the issue.

  The necessary parts have been ordered and are expected to be delivered tomorrow. For your reference, the tracking number is 390521204672.
  

  While Super does not reimburse for laundry services, your $95 co-pay was refunded on 06/26 as a courtesy.

  I will continue to monitor your claim until the work is completed to ensure everything proceeds smoothly. We are committed to resolving this matter promptly and fairly, and I will keep you updated with the next steps as soon as I receive the necessary documentation.

  Again, I apologize for the inconvenience youve experienced and truly appreciate your patience and understanding.
  
  For easier communication going forward, Ill also send a separate email from my Super email address so you can respond directly.
  
  Respectfully,
  ******
  Super Executive Escalations Team

  
  

• Initial Complaint

  Date:06/24/2025

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I have used super home warranty for 2 years since I bought my home in a as is condition. My Realtor recommended super home warranty because the house was old and the gentleman who lived there didnt do maintenance on many things. I used super for a few items. I never look for things be replaced, just fixed.I have a 2 HV** system in the house and one of the ** units went out. Super sent the same Service **********s who took care of my other unit and diagnosed it and said that the system needed to be replaced. Since I dont know, work or understand HV** Systems, of course, that made sense to me. The claim was approved then it went to procurement and the gentleman in charge wanted to get an 2nd opinion and sent out another company. I thought that was fine as I agree, 2nd opinions are always good to have. When the second ********** was out, he said there was some kind of noise and leak and said that it looked like someone tampered with the unit and stuck a screwdriver in the condenser unit outside. The facts are: No one ever touched the condenser unit since Ive lived here, in fact, he had a hard time getting the cover off the condenser unit, just shows that no one could have possibly been in it because if someone did unscrew the nuts and bolts, it would have been easy for him to do the same.I paid $95 for the service call , and the person in procurement made a decision to deny any kind of repair to my home HV** system based upon the second **********s assessment. It seems kind strange that the first ********** that came out, whos done work on the house before, and submitted the findings from this request was ignored and a second ********** comes out with a belief that something was tampered with and super home warranty, chooses his evaluation as the the one the company will base its denial to me on.I now had to replace the entire system at a cost of over $7000.

  

  Business Response

  Date: 06/25/2025

  Hi ******, 
  
  My name is ******, and I represent the Executive Escalations Team at Super.
  
  Thank you for providing your feedback. I sincerely apologize for the frustration you've encountered with your HVAC claim. I understand how critical it is to have your system working properly, and I regret that we did not meet your expectations in resolving the situation.
  
  I understand you had concerns about the outcome of your HVAC claim, and I want to assure you that we are committed to a fair and transparent process. Allow me to review your claim, and I will follow up within ***** hours.
  
  Once again, I apologize for the inconvenience youve faced, and I truly appreciate your understanding.
  
  Respectfully,
  Marina
  Super Executive Escalations Team
  

  Customer Answer

  Date: 06/27/2025

   
  Complaint: 23512624
  
  I am rejecting this response because:
  I am happy that youre looking into this and I had to check this box because if I accepted your response, this automated system would close out the case so, this is the only option I have to keep the case open and allow you to do your research in which youll find Bad. I shouldve been approved the repair of my home air-conditioning unit. Thank you so much.
  Sincerely,
  
  ****** ********

  

  Business Response

  Date: 06/27/2025

  Hi Mr. ********************** you for your message. I just wanted to clarify that you dont need to continue rejecting responses on the BBB platform. Im actively working with you through our internal system, and your case will remain open as we complete our review and follow up accordingly.
  

  If you have any additional information to share, please feel free to reply directly to my emails via the Super platform.
  

  Sincerely,
  ***************start="525" data-end="528"> Super Executive Escalations Team

• Initial Complaint

  Date:06/17/2025

  Type:Product Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  Super Home *** offers a *********************** which was selected during closing on my new property, on or about May 6, 2025. I requested repair service for a malfunctioning microwave on or about May 29, 2025. Super Home *** sent a contractor who showed up at 10am, which was 2 hours prior to the given appointment window of 12p-4p. I was not home, and the contractor said he would come back during the appointment window. I had already arranged Personal Time Off (PTO) for 12p-4p and I took it, waiting for the technician to return within the agreed timeframe. Just before 4p, I got a call that the technician would not be able to make it before 4p. As this was outside of the agreed appointment window, I had to cancel. I reported the issue to Super Home ***, (Case ******) along with my frustration of wasting 4 hours of PTO. Super Home *** responded on June 6th, agreeing that the situation was frustrating and offering to reschedule the contractor. I replied on June 6th, stating that their response was unsatisfactory; I did not want them to use the same incompetent contractor and that Super Home *** had not done anything to mitigate my wasted PTO. At this point, Super Home *** stopped communicating. I followed up via email on June 9, 10, and 13 - no response. I used their online customer service portal and waited over 40 minutes for an agent to respond before giving up. I disputed the $95 service fee charged by Super Home ***, and the bank reversed that fee. I followed up with *************** who recommended Super Home ***, sharing my experience and asking for advice - they suggested I ask Super Home *** for a full refund and to select a different Home Warranty provider. That is what I am doing now -- I would like my account closed with a full refund of $489.

  

  Business Response

  Date: 06/18/2025

  Hello ***,
  

  My name is ******, and I represent the Executive Escalations Team at Super. 
  

  First and foremost, I want to sincerely apologize for the frustration youve experienced with our services.
  

  Thank you for sharing your feedback. I understand that your experience with ***** Appliance Repair was disappointing. Please know that your concerns have been documented and shared with our Contract Success Manager to ensure proper coaching and improvements moving forward.
  

  To confirm, are you still experiencing issues with your microwave? Were you able to have it repaired by an outside contractor, or are you still in need of assistance?
  

  Regarding your cancellation request, while we always hope for the opportunity to make things right, I completely understand if you prefer to move forward with cancellation. If so, I can process it immediately and issue a refund of $489.
  

  Please confirm if you would like me to proceed with the cancellation.
  

  Once again, I truly apologize for the experience youve had. While we know we cant change the past, we sincerely appreciate you being a Super subscriber and hope we might have the opportunity to earn back your trust in the future.
  
  For easier communication, Ill send a separate email from Super, and you can respond directly there.
  

  Respectfully,
  Marina
  Super Executive Escalations Team

  Customer Answer

  Date: 06/20/2025

   
  Complaint: 23479113
  
  Hello ***** - I would like to accept your offer of a refund BUT you have not emailed me as indicated in your reply to the BBB.  Additionally, I have reached out via *******************************'s "contact Super" page, asking for whomever received the request to have you email me, but did not get a reply.  Regrettably, the only way I have to contact you is by rejecting your request.   Please reach out to me at my address on file with Super ********************** to arrange the details of the refund and I will then be able to accept your next reply here. 
  
  Sincerely,
  
  *** ******

  

  Business Response

  Date: 06/20/2025

  Hi ***,
  
  My apologiesI attempted to send this email on June 17, but it looks like it didnt go through. That was an error on my part.
  
  Just to confirm, youd like to proceed with the cancellation and receive the policy refund of $489, correct?
  
  For easier communication, Ill send a separate email from Super, and you can respond directly there.
  
  Respectfully,
  Marina
  Super Executive Escalations Team

  Customer Answer

  Date: 07/23/2025

  Good afternoon, I am following up on complaint #********.  Attached you will find a PDF of my correspondence with the company's representative, ******, cc'd on this email for visibility.  A refund of $548.93 was agreed upon, to be issued by check, mailed on Friday, 06/27 to my home address.  I was advised that it may take 7-10 business days for the check to be received.  I have allowed 16 business days from the mailing date and have not received the refund check.  I have reached out to ****** to advise that I have not received the refund and request that it be sent via a courier that can provide me with a tracking number.  I have not heard back from ******, but would like to update the case file with these details.

  
  Best,

  ***

  

  Business Response

  Date: 07/25/2025

  Hello ******,

  I reached out to Accounting for more information regarding the refund. Because the policy was originally paid by check, it requires a different accounting and reimbursement process. Accounting has confirmed that the refund check is scheduled to be mailed on Monday, 07/28.

• Initial Complaint

  Date:06/13/2025

  Type:Sales and Advertising Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  Used Super to have our water heater repaired. Infinity Plumber was assigned insurer to handle the job. They determined we needed a new water heater, so they installed a new one. Following the install, we had a tremendous about of water softener beads coming out of all our faucets, my son even swallowed some whole brushing his teeth and I took a shower and was covered with them. All of our faucets and valves and assuming all pipes are clogged with these beads. We attempted to open all faucets to clear them out which did not work. Now we have absolutely no water pressure what so ever. Super is claiming now that we need to have our water softener serviced with an out of pocket expense of $900. This was all caused because of a new install of a water heater and super will not cover the service for the water softener. They claimed it was our fault. This is the same company that sent out a plumber that tried to install a used water softener back in 2019. Another company that they use who is not accredited with the BBB. I had call and fight that with pictures etc. I am extremely upset with supers customer service and the way I was treated for questioning this issue. I will be terminating my service with Super and informing all the *********** Agents that I know. I would not recommend this company to anyone who owns a house. As you can see from the picture this is what came out of everyone of our faucets.

  

  Business Response

  Date: 06/16/2025

  Hi ****,
  
  My name is ******, and I represent the Executive Escalations Team at Super. 
  
  First and foremost, I want to sincerely apologize for the frustration and inconvenience youve experienced. I completely understand how stressful this situation has been for you and your family, and I truly regret that our service has not met your expectations.
  
  I understand your concerns regarding the service you received from Infinity Plumbing. Please know that your feedback has been formally documented and shared with our Contractor Success Manager for appropriate coaching and follow-up.
  
  To ensure we gain a comprehensive understanding of the issue and provide the best possible resolution, Im approving for you to hire your own contractor to re-diagnose the system.
  
  Super is authorizing up to $250 for this diagnosis.
  
  If the technician is able to resolve the issue for $250 or less, no additional approval is required. You may proceed with the repair, and simply respond to this email with a copy of the paid invoice to request reimbursement.
  

  If the repair cost will exceed $250, please do not authorize any work until Super has reviewed and approved the estimate. The written estimate should be submitted via email, and reimbursement will be based on the diagnosis and your policys terms and conditions.
  
  Once again, I apologize for the inconvenience and appreciate your continued patience as we work to resolve this matter. You will also receive a separate message from Super shortly, and you are welcome to reply directly to that email as well.
  
  Respectfully,
  Marina
  Executive Escalations Team

• Initial Complaint

  Date:06/13/2025

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I have a complaint about super warranty company. I filed a warranty claim with super as I was a customer. ********************** just fixed a part of my a c unit three weeks prior to this claim. I filed a claim to have my condenser fixed on my a c unit, the same unit they fixed three weeks prior but failed to fix it. The warranty company first stated my warranty didnt cover the unit, then, the condenser was dirty but the second opinion stated that was not the case but super still refuses to honor the claim.

  

  Business Response

  Date: 06/16/2025

  Hello *******,

  My name is ******, and Im with the Executive Escalations Team at Super.

  Thank you for taking the time to share your feedback. I sincerely apologize for the frustration this experience has caused. I understand how important it is to have your HVAC system functioning properly, and I regret that we fell short of your expectations.
  

  I understand your concerns with the outcome of the claim, and I want to assure you that we are committed to handling this matter fairly and transparently. I will be reviewing the full details of your claim and will follow up with you within 2448 hours.
  

  Again, I truly apologize for the inconvenience and appreciate your patience as we work through this.
  

  For easier communication, Ill also send a message from Supers internal system. Youre welcome to reply directly to that message.
  

  Respectfully,
  Marina
  Super Executive Escalations Team

• Initial Complaint

  Date:06/09/2025

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  We purchased a home last year and previous owner has this Super Home Warranty with the home for the appliances which was transferred to us. We had couple issues after buying the home with the washer & notify the previous owner who called on our behalf to set up service call but asked us to pay service charge of $89 which we did with our credit card. Unfortunately there was no issue with the washer and technician told us that there is no power to washer, it is an electrical problem and make a service call to an electrician and left. Instead, I make service call to Super Home Warranty and pay another $89. I checked the breaker which was turned off for washer for unknown reason. I turned it on and it was working.I tried to get my copay back from this company since they didn't do nothing except advise me to call electrician. I was mad and told super Home Warranty that I am not happy with your services and will not renew this Home Warranty.When renewal time come few month ago, this company charged $879 annual fee without my knwledge or authorization and I came to know later when I got the bill from credit card company with $879 annual fee Super Home Warranty charged. Credit card refused to reverse the charges since this company continue to keep the account open. I request this Super Home Warranty to cancel this account immediately since no claims has been made since the renewal of the policy, all my annual fee in the amount of $879 should be refunded but they continued giving me run around stating that the account is suspended but not cancelled until they will hear from credit card people. They are just dragging it for some unknown reason. I am extremely frustrated dealing with them and it is highly unprofessional and unethical to charge money without consumer's consent. I, therefore request BBB to help me to get this money refunded.

  

  Business Response

  Date: 06/10/2025

  Hello Ahmad,
  

  My name is ******, and I represent the Executive Escalations Team at Super.

  Id like to provide some clarification regarding your policy:
  

  Your home warranty policy began on March 25, 2024. It was purchased by the seller during the escrow process and gifted to you as part of the home sale. Please note, the seller did not have an active Super Home Warranty.
  

  Your Discover credit card was added to the account on March 28, 2024, when you submitted your first claim for maintenance/carpet cleaning (Claim #******). This was followed by three washer-related claims, all initiated through your online portal.
  

  For your reference, the portal provides the ability to initiate claims, review your coverage and policy terms, and view past and upcoming appointments.
  

  On February 8, 2025, an email was sent to you at ****************************** notifying you of the upcoming renewal on March 25, 2025. A payment receipt was then issued on March 2, 2025.
  Per your policy terms:
  
  Renewability: Upon expiration of the original or any renewal term, this Plan Agreement automatically renews unless either Super or the plan holder provides written notice of the intent not to renew at least 30 days prior to the expiration. Unless we notify you of our decision not to renew, we will inform you of the renewal plan fee and its terms at least 45 days in advance. The first payment toward the renewal is considered authorization for a new 12-month agreement.
  

  Cancellation: You may cancel this Agreement within 30 days of the effective date for a full refund. After 30 days, you are entitled to a pro-rated refund, less any paid claims, unpaid service fees, and a $50 administrative fee. All cancellations must be submitted in writing.

  On April 2, 2025, Super received a bank dispute for $879. In response, we submitted documentation to your financial institution outlining the applicable cancellation terms.

  As of April 8, 2025, your policy has been suspended. However, because the dispute is still open, our system is unable to process a refund for the annual subscription at this time.
  

  Once the dispute is resolved or withdrawn by your bank, Super will be able to proceed with the refund in accordance with your policy terms.
  

  Please let us know if you have any questions. For easier communication, Ill send a separate email from Super, and you can respond directly there.
  

  Respectfully,
  Marina
  Super Executive Escalations Team

  Customer Answer

  Date: 06/11/2025

   
  Complaint: 23445440
  
  I am rejecting this response because:

  I didn't purchased this policy from Super Home Warranty directly and nor authorized Super Home Warranty to go after my funds to collects their annual membership fee without my authorization or consent. The Super Home Warranty failed to communicate with me about their annual renewal except claiming that they notified me by e-mail which was either overlooked or went to my Spam. This company failed to provide any direct phone number or e-mail address to contact for cancellation. This company is well aware that I was not happy with their services since I made the first service call of washer in the home in 2024 that technician came & told us that there is no power to the washer and we need to make another service call for the electrician to fix it and he left. I was extremely upset by taking a day off and paid $89 copay for nothing. I went to the breaker and noticed it was off and I turned that on and washer was working. I was upset since this technician could have suggest about the breaker instead telling me to make another service call, pay another $89 and take another day off from work. Anyway, this company charged $879 annual fee on my credit card without my knowledge and when I saw the statement, I disputed it. Unfortunately, credit card company resolved this dispute in Super Warranty favor and suggest us to cancel the membership (not suspended) to claim my refund by providing us their e-mail address & phone number of this company. I wrote numerous e-mails & calls to this company to cancel this policy and request to refund my money but received nothing yet and this company continue on dragging it for unknown reasons.

  
  Sincerely,
  
  ***** *******

  

  Business Response

  Date: 06/13/2025

  Hello Ahmad,

  Thank you for providing the letter from Discover. At this time, our system has not yet updated, so Im unable to process the refund back to your card. However, your policy has been canceled, and I can proceed with issuing the refund via check.
  

  Ive sent a message through your Super account email and am currently awaiting confirmation of the mailing address where youd like the check to be sent. Once confirmed,

  Ill move forward with processing the refund.
  

  For convenience, please feel free to reply directly to the Super email so we can keep all communication in one place.
  

  Respectfully,
  ***************start="743" data-end="746"> Super Executive Escalations Team

  Customer Answer

  Date: 06/16/2025

   
  Complaint: 23445440
  
  I am rejecting this response because:

  I am confused that this Super Home Warranty will refund back to my credit card or the mailing me the check. The company said in their letter both things. As you are aware that no claim has been made since this company renewed the policy. I am requesting to get all my money of renewal should be refunded. Thank you.
  
  Sincerely,
  
  ***** *******

  

  Business Response

  Date: 06/16/2025

  Hi *****,
  
  I wanted to follow up and clarify the refund situation. Ive sent you two emails via Super explaining why were unable to issue the refund back to your Mastercard at this time.
  
  As Ive mentioned both through email and on the BBB platform, because you filed a dispute with your credit card provider, it has restricted our system from processing a direct refund to your card. Even though youve provided a letter from Discover indicating the dispute was resolved, our system has not yet updated to reflect that status.
  
  That said, your policy has been canceled, and *** issued a refund check in the amount of $879, which covers the full amount you paid for the policy renewal.