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:07/15/2024

  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 requested my **** unit to be serviced on May 24. Super was not able to fix the A/C for 3 weeks during a summer heat wave despite other servicers quoting me 2-3 days. Super did not update the claim or seek to resolve the claim unless I called them. I called every day in order to move things along and often got conflicting information from different support agents. Work was finally completed on June 10. They misquoted me by $300 for parts and would not complete the work unless I paid them the extra $300 the day that service was to be completed. I did end up paying this extra amount.The work that was performed ultimately caused condensation to build up in our duct work and leaked onto the unit below. We have had to rip up the ceiling and insulation to identify the source of the leak and to dry it up. Super sent the same contractor out to fix the **** unit again. They did successfully fix the issue that was causing the leak but now the A/C unit is so loud that you can hear it in all rooms in our house -- it is approximately as loud as a leaf blower for context.Now, we need to rectify the noise issue and also the damages caused from the leak (repairing the ceiling, replacing the insulation, and painting the ceiling) and Super has not followed up on any phone corespondance (since July 1) or email correspondence (since July 3). We are getting estimates for the damage now, but it is several thousands of dollars on top of the already $550 that I have paid to assess the leak and rip out the ceiling.I am seeking a full refund for the services provided ($1,991.08) in addition to compensation for all damages caused from the leak. Furthermore, I would like to warn prospective customers (via the ********************* to not use Super Home ******** services given their negligence -- namely 3 weeks to fix an **** unit, lack of follow up on dozens of correspondences, unprofessionalism, and inaccurate quotes. They have been miserable to work with and use shoddy contractors to conduct work.

  

  Business Response

  Date: 07/24/2024

  Thank you for bringing this to our attention. It is our goal to provide exceptional customer service and support, and we regret that your experience fell short of such expectations. 
  Upon further review of your claim, our records show the Servicer was scheduled for Tuesday July 23rd. Per the servicer's report, the speed was adjusted to help with the noise and the job was completed while onsite. As a reminder, if you have any problems with your unit, Super will warrant a repair service for sixty (60) days from the repair completion date. Again we apologize for any inconveniences experienced and look forward to earning your trust in the future. 

  Customer Answer

  Date: 07/25/2024

   
  Complaint: 21994369
  
  I am rejecting this response because: this does not address the water damage caused by the **** repairs. Super called me and mentioned that they would send the original servicer to view the damages but failed to do so. Even in their response to this BBB claim they continue their miscommunication and unprofessionalism.

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

  

  Business Response

  Date: 08/02/2024

  We understand your concerns and take this matter very seriously, and want to ensure that we get a full picture of the situation from both our servicer and from you, and we appreciate your patience as we are thorough in this effort. We have spoken to the servicer at length, and they indicated to us that the damage may have been there prior to replacing the coil, mentioning that the coil was freezing up and that not at any time during the repair/replacement did they go down in the basement and see the ceiling. We want to validate what we are being told from both parties and move forward with reasonable steps, which could include sending the servicer back to the property to assess the damage. Please know that we vet the performance of our service provider in a number of ways, including customer satisfaction scores from ********************** customers such as yourself to ensure we only have the best local service providers for our customers. We pass on any feedback we get, to ensure a mistake can be rectified. While it is still unclear when the damage actually occurred, the servicer has agreed to revisit the property and gather a full assessment. If you have any questions in regards to your claim, please feel free to reach out,and we will respond as promptly as possible. Were here to help.

  Customer Answer

  Date: 08/03/2024

   
  Complaint: 21994369
  
  I am rejecting this response because: their response is completely false. The servicer already accepted fault to me. When the servicer came out the A/C was not cooling at all - how would it be frozen and creating condensation? Furthermore, when the servicer came out (for the 3rd time) to fix the issue, the leak was immediately resolved.

  So, they are at fault for the leak and they are doing nothing to fix the damages. 
  
  Sincerely,
  
  *******************************

• Initial Complaint

  Date:07/13/2024

  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.

  Contacted Super for one of my AC units not blowing cold air complaint last month (06/2024). Tech that showed up for the first time provided a list of problems. He also provided me with a quote for a new unit installation stating that nothing can be done to that AC unit and Super would reject my claim. Sure, enough, it was rejected the next day for lack of maintenance. Called to speak to ***** (the only Customer representative that wasnt rude or unprofessional) from Super and she suggested that I should hire someone to clean the unit and submit for Second Opinion with Super. Tech that was hired by for routine maintenance stated that indoor coil unit had never been opened and provided me with pictures of clean coil. He cleaned the outdoor unit and provided Super with an invoice.The technician that showed up for second opinion stated that freon in my unit was low and had to be refilled. But Super rejected the claim once more and refused to fix the problem stating that the outdoor coil is damaged and not perfectly clean. (It is a 20-year-old unit that performs ok for that age!)I will be hiring AC tech myself to resolve the problem. It is close to 100 degrees outside, and I do have an infant in my house. Need urgent response from Super with reimbursement solution etc.On the side not: I was going through past AC service requests with Super. Every two years, starting 2000, servicing AC companies added freon to resolve same issue. Which tells me that Super was aware of a possible leak and decided to proceed with a temporary solution both times. Also, service record from 2022 indicated one more problem but never been mentioned by Super of fixed. Please reach out with possible solutions.

  

  Business Response

  Date: 07/16/2024

  Thank you for bringing this to our attention. We sincerely apologize that youve been met with this frustrating experience and we understand how important it is to have a smooth and satisfactory customer journey while using our services. As with all home warranty policies, there are occurrences that would be covered and those that would not be covered as per your terms of coverage. Unfortunately maintenance is not a covered item.We understand that the outcome is not perhaps one that is desired, but we sincerely hope this helps to clarify and again, I want to apologize for the frustration experienced.

  Customer Answer

  Date: 07/18/2024

  Hi, I have been contacted by Super's Customer Representative in response to my initial complaint with BBB. She never explained the reason for the call but continued pushing same argument on me she had used before. I was hoping to speak to someone who would not ignore facts and really helped to resolve this issue. Thank you for understanding and help.

  

  Business Response

  Date: 07/23/2024

  As with all home warranty policies, there are occurrences that would be covered and those that would not be covered as per your terms of coverage. Unfortunately maintenance is not a covered item. Upon our review you had been contacted via email in detail with  what is and isnt covered per your terms of coverage,later that afternoon our Super representative did reach out to you per your request and explained in detail that the coil was not covered due to it being dirty - lack of maintenance. We hope this helps to clarify and again, I want to apologize for the frustration experienced.
  
  

  Customer Answer

  Date: 07/25/2024

   
  Complaint: 21986400
  
  I am rejecting this response because:

  With all due respect, I appreciate your continued emphasis on maintenance not being covered. However, the recent issue with the ** unit was directly related to low freon levels, which an independent ** company rectified by adding freon. Consequently, the ** now functions correctly.
  
  On maintenance records of that unit, you can see that the ** company hired by ***** came out in 2020 and 2022 and had to add freon both times. The fact that they have had to add freon every other year, including 2024, points to evidence that the issue with that unit is a freon leak and not a lack of maintenance (maintenance was performed after the first claim rejection).
  
  Additionally, please answer the following question: why was the leak not fixed in 2020 and 2022?
  
  Looking forward to your response.
  
  Sincerely,
  
  *****************

• Initial Complaint

  Date:07/11/2024

  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.

  Super washing machine 6/24/24- Super repairman came to fix a non-spinning washing machine that would not spin during the end of the cycle. I pay an annual warranty fee to Super along with a $75/occurence fee. 6/24- Repairman stated he fixed the machine and instructed me it is ok to use the machine 6/24- I ran the machine for the first time with no clothes and Affresh per the repairmans directions. It overflowed, and flooded part of my first floor and into my basement. Water poured through two live light fixtures within my ceiling, into multiple live electrical boxes and outlets, including a separate washer and dryer on the basement. I also had to poke holes in drywall in the ceiling to let the water drain, remove and replace drop ceiling tiles, and dry up and fan to air out the area for days. Super has not responded or followed through on any commitments. I have a log of all of my communication. I have called/emailed over 12 times with no resolution or even a response from management. I am out a washing machine, may have mold, multiple basement appliances were also damaged, drywall damaged, flooring/sub flooring possibly damaged, drop ceiling tiles damaged, two electrical lighting systems in the ceiling and three outlets damaged due to water.I have been spending literal ours which are documented, reaching out to them, with nothing in return in the form of communication or answers.

  

  Business Response

  Date: 07/12/2024

  Thank you for bringing this to our attention. First and foremost, I want to express my sincere empathy for the frustration and delay you have experienced while using our services. We understand how important it is to have a smooth and satisfactory customer journey when you have an ongoing claim, and want the best experience for our customers. We're committed to making things right for you. Our Contractor Success Manager has been notified of the urgency of your claim and has reached out to the service provider - they will continue working diligently to resolve any issues that you experienced. We apologize for the frustration experienced and look forward to seeing your claim to resolution.

  Customer Answer

  Date: 07/16/2024

   
  Complaint: 21974158
  
  I am rejecting this response because:

  On 7/12/24, I received a phone call from *****, a manager, who assured me that I would be receiving a phone call or email by Monday from another manager giving me the details of an insurance company that I would be able to file a claim against, as well the information to repair my washing machine. I have not received a call from ***** or the other manager. I called again and spoke with another customer service rep who said there are no new notes on my account and it is being handled by a management team. She assured me I would be called back, and I went through a partial contact log with all of my attempts to gain information since 6/24/24, but yet I still do not have the information to proceed with a working washing machine or to file a claim. 

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

  

  Business Response

  Date: 07/22/2024

  I want to express my sincere empathy for the frustration and delay you have experienced while using our services. I do want to apologize for the inconveniences. It has been brought to our attention you have been assigned another  Service Provider who is scheduled for July 22nd.. Again, we want to apologize for the frustration experienced and look forward to seeing your claim to resolution. 
  
  

• Initial Complaint

  Date:07/09/2024

  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.

  9 June I filed a service request for broken AC. June 13th warranty approved to buy a $150 ac unit and they would reimburse me due to long wait process. After not approving the service request in a timely manner. The company took until the 20th of June to approve the order after paying $75 co pay and $2384 to replace the evap coil. HVAC company received the part on 25th and came to fix the issue on the 26th the ac was not working still and temp inside home was back to 82 in the morning of the 27th. I called the warranty company and was told I had to put another service request in to get it fixed and was told I had to mark this job completed, it was not completed and I refused to say it was completed I received a notification at 2am on the app saying service request was completed. HVAC company came back out on 27th after calling my self and now said that it was the condenser that was bad and super made me start a new claim which I put in on June 27th they sent me a out of pocket charge for another $1167.00 on July 3rd which was paid same day, no one called me and went over the out of pocket costs as they are required to. I called and asked why no one has called about the out of pocket request sent to me and could not receive an answer. After calling every day for 1 month my ac is still not fixed I’ve spent $3626 and I still have not received $150 check from June 13,2024. Speaking to the customer service they tell you 24-48hrs for certain steps in the approval process, but that does not happen with super and when you request to speak with a super visor no one ever returns the phone calls. So here I am June 9th to today July 9th in temps over 100 degrees out of pocket $3626 and NO AC I would like my money back and my ac fixed. terms of coverage state: “An emergency is defined as a plumbing failure that causes interior flooding, a complete loss of heating or cooling in extreme temperature conditions.
  Multiple hotel stays because of a newborn in the home.

  

  Business Response

  Date: 07/15/2024

  Thank you for bringing this to our attention. We want to express my sincere empathy for the frustration and delay you have experienced while using our services. We understand how important it is to have a smooth and satisfactory customer journey when you have an ongoing claim, and want the best experience for our customers. We're committed to making things right for you. The Servicer Provider has advised that the repair was completed in its entirety. Again, we truly want to thank you for being a Super subscriber, and hope that we have the opportunity to earn your trust going forward. 

• Initial Complaint

  Date:06/25/2024

  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.

  On April 12, 2024, Super Warranty sent a repairman to fix the freezer portion on the fridge. Based on what I was explaining and his initial review, he mentioned that my compressor may be going bad but he does not know how to fix that and cannot right now. He mentioned that he will work with his colleagues that do know how to fix this issue. On 4/15/24, Super sent me a text message that they received a report; it is being reviewed and there will be an update the next business day. Two weeks later, I called Super to check on the status and I was informed that the claim is still being reviewed. I called a few days later and this time was told that they are waiting on some things from the repair guy to order the parts he requested. I proceeded to express my concerns that they should reassign the job to another technician /company if this one is being unresponsive. In early May, I called and requested to speak to a manager. The representative took my information and concern and said they would call me back. I requested compensation because both the freezer and fridge sections (the entire refrigerator) are no longer working and I had to throw away all the food. I have not received ANY calls or communication from any manager at Super. I was informed that the parts would be sent to the technician that visited my house in April and should have arrived on 5/8/24. I received a text from Super on 6/10/24 that over the next few days someone will reach out to me to schedule a visit. That is now over 2 weeks and I have not received any contact from anyone. I had to purchase a mini fridge, eating out way more than I have ever done, disposed of all meats, condiments, etc. and wasted a lot of money.

  

  Business Response

  Date: 07/02/2024

  First and foremost, I want to express my sincere empathy for the frustration and delay you have experienced while using our services.We understand how important it is to have a smooth and satisfactory customer journey.
  The contractor confirmed that the job was completed yesterday, 07/01. If you should experience any issues with your refrigerator, Super will warrant a repair service for sixty (60) days from the repair completion date. Should the failure of that item occur within sixty (60) days, we will not charge you another service fee. We look forward to regaining your trust with us by providing you with a quality service for any future claims.
  
  

  Customer Answer

  Date: 07/03/2024

   
  Complaint: 21898130
  
  Thank you for expressing your empathy. But can you please update your records to show that the work was completed on July 2, 2024. 
  
  I am rejecting this response because:

  1) You have not addressed why the work was not completed in a timely manner. Why did it take over 2 months after the initial visit to fix the issue? 
  

  2) What additional compensation are you offering? I have paid the trade fee, bought a mini-fridge, suffered financial loss, the time spent focusing on this issue, and the work needed for cleaning and disinfecting the appliance after sitting in a heated temperature due to malfunctioning. 
  
  Thank you extended the service warranty but that is not sufficient. 
  
  Sincerely,
  *******************

  

  Business Response

  Date: 07/08/2024

  The Refrigerator claim was created on April 8, 2024, and Im showing that Dexterous Appliance went to the home to diagnose it on April 12, 2024.Super usually receives the diagnosis and estimate within ***** business hours after the initial visit. (Diagnosis received Apr 15, 2024).Once the diagnosis is received, the claim is sent to our Authorization team for review (This can take ***** business hours). A coverage decision is made based on the diagnosis (failure and cause of failure), contract coverage, and limitations.If the claim is approved, and if parts or equipment are needed, the claim is then sent to our Procurement team to source the parts/equipment. (Sent to procurement Apr 23, 2024) This is usually a same-day process but can also take ***** business hrs.On May 3, 2024, the parts were delivered. However,  sent to the wrong address.The old parts had to be retrieved and returned to the supplier and new parts had to be ordered. On June 10, 2024, Dexterous Appliance confirmed that they had the parts.Dexterous Appliance also advised that this job required 2 technicians, which had to be coordinated.As a courtesy due to the inconvenience, Super has refunded the $95 co-pay. However, as stated per your policy, Super is not liable for failure to provide timely service due to conditions beyond its control, including, but not limited to, delays in obtaining parts or equipment and labor difficulties.
  General Exclusions. This Plan does not cover: Secondary, consequential, or incidental damages resulting from the malfunction of any covered item, such as, but not limited to, food spoilage, loss of income, utility bills, additional living expenses, or the restoration or repair of walls, ceiling, flooring, cabinets, countertops, or painting.

• Initial Complaint

  Date:06/04/2024

  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.

  My home has no AC for 102 weeks due to this super home warranty
  Long wait times: i have experienced extended wait times when trying to reach customer service representatives.
  Unresponsive support: receiving no response or delayed responses to their inquiries or claims.
  Lack of transparency: i have felt that information regarding coverage, claim processing, and policy terms was unclear or difficult to obtain.
  Difficulty in claim processing: I faced challenges in getting their claims processed, including repeated requests for documentation and unclear communication about claim status.
  Poor communication: i have expressed frustration with inconsistent and unhelpful communication from customer service representatives.
  Limited coverage: i have found that their claims were denied or that certain items were not covered under their warranty, despite expectations otherwise.
  Difficulty in canceling policies: i have encountering obstacles when attempting to cancel their policies or obtain refunds.

  

  Business Response

  Date: 06/26/2024

  Good afternoon Narendra,
  
  Thank you for the inquiry--as the concession ($335.91) and the refund ($153.10) are being billed from different accounting systems, they will appear as two different checks. However, if you continue with the cancellation request, we can make every effort to ensure that they are processed concurrently. 
  
  We sincerely hope this helps to clarify. If further clarification is needed, please don't hesitate to let us know. As always, we're here to help. 
  
  
  Regards,
  Super Executive Escalations Team

• Initial Complaint

  Date:05/31/2024

  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 submitted a claim to Super home warranty because my AC stop blowing cool air. They dispatch a contractor on May 10 who reported the coil needed to be replaced and would submit the claim back to Super for approval. I called for a status update on numerous days and never received a response. On May 21, Super had worked w/ the **** contractor to change the claim report so that it would be denied. Super claimed it was denied due to the Air handler was installed incorrectly causing a leak. I tried contacting them numerous time for an appeal since the **** contractor never reported this. I was promised a manager would call to respond and provide my options. I did not received a call until May 31 and it was just a regular staff name ****** instead of a manager as originally promised. She was not able to explain the denial reason and referred to e-mail that she sent nor did she know why a manager could not call to explain the denial. The original air handler was installed by a Professional from A&H (document included). A home inspection was performed when the home was purchased and no issues where reported regarding the **** system. The **** system have been service regularly with no reports of incorrect installation. Super refuses to have a 2nd opinion. I hired a 3rd party **** contractor on my own who reported the Air handler installation is not the issue, it needs to be replaced. Super keeps on changing the story each time to talk to a rep to deny the claim. They are not meeting their contractual obligation. I am requesting that a manager contact me to resolve this issue and fulfill their contractual obligation. I have all the document to support the **** was installed by a professional, it passed inspection, and a 2nd opinion **** contractor indicating it was an issue with the air handler that requires to be replaced.

  

  Business Response

  Date: 06/05/2024

  Thank you for bringing this to our attention, I apologize for the challenge faced in getting a satisfactory resolution to your claim. From the notes on your case, I see that my colleague has reached out to you offering a 2nd opinion to get a second diagnosis on this claim, and has also offered $150 concession towards temporary cooling options, such as a portable AC unit. They will continue to work with you to reach a solution as quickly as possible. Again, I want to apologize for the frustration experienced and look forward to regaining your trust with Super by providing you with a quality service for any future claims.

  Customer Answer

  Date: 06/08/2024

   
  Complaint: 21787899
  
  I am rejecting this response because:  This issue is moving on to the 4th week and we are no closer to a resolution.  We have requested to speak to a Supervisor or manager at least 8 times and was promised someone would contact us, but no manager has done so.   Each contact /w Super has a new denial reason that have been proven false by a professional.  We have hired a 3rd party HVAC to avoid any bias.  The contractor noted there 

  
  Sincerely,
  
  Weng Man ***

  Customer Answer

  Date: 06/24/2024

   

  Super's decision to deny the claim was based on incorrect and misleading information.  One of the examples includes stating the * trap was missing - the **** contractor was able to verify there is a * Trap installed and it has nothing to do with **** not working.

   

  Super reported air handler was installed incorrectly.  This is not true.  It was installed by a professional **** and we do have the receipt.    A 2nd **** contractor that Super hired (Comfort Air Specialist) and a separate **** contractor that we paid on our own further reported the Air handler is installed correctly in a small space on raised beams, not touching the ground.  It cannot be installed any higher due interfering with the other fixtures including the roof beam, air duct and existing pipes (see picture).  Both Contractors reported the issue to be a defect in the coal which lead to the freon leaking out (see dye test picture).  The solution would be to replace the entire air handler.

   

  Super continue to refuse our request to speak to a manager and have intentionally delay the process by weeks going onto months until they can coerce/collude with their shady contractors to change the findings.  Instead of a manager, we were routed to a "Super Executive Escalations Team" on the phone which lead to a quick "good bye" so you can't speak to anyone on the phone.  

   

  Super fails to fulfil their contractual obligation, denied us proper due process, refuses our request to escalate to a manager, and blocks us from contacting their number by automatically hangup when we call and making up denial reasons that are not supported by an **** contractors.

   

  We are requesting Super to stand by their contractual obligation for a fair resolution and for a manager to give us a call to resolve this issue. This has been going on for over a month,  The family including a child had to endure 90+ temp inside the home due to Super not addressing the issue.  I can be reached via phone *************, and requring to talk to a manager.  

   

  Weng Man Lam 

• Initial Complaint

  Date:05/30/2024

  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.

  Date of the transaction: February 2024 The amount of money you paid the business: $700 What the business committed to provide you: Home warranty coverage for major home systems and appliances, including the air conditioning unit.What the nature of the dispute is: The air conditioning unit broke down, and despite filing a claim promptly, the company delayed and ultimately denied the claim on the grounds of surface rust.Over the next month, I made at least ten calls to their customer service. Each time I was assured that someone would get back to me, but no one ever did. For 20 days, they worked on finding a reason to deny my claim. Each call was met with vague and unclear advice, promising follow-*** that never happened.Account/order/tracking number:Claim Number: ****** If the issue involves advertising, when and where the ad was seen or heard:Super claims to provide comprehensive home warranty coverage, but my experience showed they spent significant time finding reasons to deny coverage for major repairs.Full BBB Review Title: Avoid Super Home Warranty - Unreliable and Time-Consuming In February 2024, I purchased a home warranty with Super for $700. The warranty was supposed to cover major home systems and appliances, including the air conditioning unit. When my air conditioning unit broke down, I promptly filed a claim (Claim Number: ******). My initial contact with Super was met with vague and unclear advice. Despite my repeated calls and follow-***, I was left dealing without air conditioning for a full month. For 20 days, they worked on finding a reason to deny my claim. Additionally, the equipment was certified in a legal statement to be in good working order by the sellers. Super claims to provide comprehensive home warranty coverage, but my experience showed they spent significant time finding reasons to deny coverage for major repairs

  

  Business Response

  Date: 06/27/2024

  Thank you for bringing this to our attention.We understand how important it is to have a smooth and satisfactory customer journey, and were committed to making improvements based on your feedback.We received notification of your claim and were able to review the documentation.techs finding were lack of maintenance the condenser was quite dirty. As with all home warranty policies, there are occurrences that would be covered and those that would not be covered as per your terms of coverage. We understand that the outcome is not perhaps one that is desired, but we sincerely hope this helps to clarify .I want to apologize for the frustration experienced. We look forward to regaining your trust with us by providing you with a quality service for any future claims.
  
  

  Respectfully,

  Super Escalations Team

  Customer Answer

  Date: 06/28/2024

   
  Complaint: 21778406
  
  I am rejecting this response because:

  I must clarify that the issue with my air conditioning unit was not related to a lack of maintenance but rather to the evaporator coil springing a leak.
  I have maintained my system according to the manufacturer's recommendations, and the coil's failure is not something that routine maintenance could have prevented. Evaporator coil leaks are typically a result of wear and tear over time, not neglect or dirt accumulation.

  To suggest that the condenser being dirty invalidates my claim is an example of the company trying to avoid fulfilling its obligations. A house warranty that costs $700, and is presented as covering these exact issues should provide coverage for such issues, especially when they are unrelated to the state of cleanliness of the system. If every claim is denied on the grounds of "lack of maintenance," it undermines the value and purpose of purchasing a home warranty.
  
  Sincerely,
  
  ***************************

  

  Business Response

  Date: 07/02/2024

  We understand your frustration regarding your claim, after reviewing your claim with the servicer and both reports stated the unit was extremely dirty - leaks can not be detected due to the unit(s) being dirty- therefore it becomes a non covered item. As with all home warranty policies, there are occurrences that would be covered and those that would not be covered per your terms of coverage "lack of maintenance is not a covered item. We sincerely hope this helps to clarify and again, I want to apologize for the frustration experienced. We have refunded your copay for the inconvenience you experienced and will work to regain your trust with us by providing you with high quality service for any future claims.

• Initial Complaint

  Date:05/23/2024

  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 filed a claim with Super on 5/2/24 regarding my AC. They sent out a technician a few days later. When we received the quote, the company quoted us for a replacement condenser which included replacing all the electrical parts that connected to the condenser. According to the residential code enforcement we do not need all the electrical and other things on the list replaced because we currently already have a system, we are not adding a new one. We meet all of the current code requirements. Due to this, the company was overcharging us and refused to remove the charges. The company tried selling us a whole new system instead. We requested a second opinion and to have the $85 fee waived. On 5/17/24 were promised one by Super the following Saturday or Monday, to waive the $85 fee, and a call from the management team. We waited for the call as stated and it never came. We called back on 5/21/24 and again were told to wait 2 days for a return call. The call never came and neither did the second opinion. We are now entering week 3 and still have not received the new company technician or a management callback as promised. The only callback we received was from ****** who is not a manager like we requested. We have continued to call daily getting the same run around that the management team will call us in 24 hours. We are currently in 95 weather and have no solution in sight. We would like this resolved asap and our second company opinion as promised.

  

  Business Response

  Date: 06/04/2024

  Thank you for bringing this to my attention. I sincerely apologize for the frustration experienced thus far - I do understand your concerns and that the temperatures are rising. However our team is working diligently to secure the parts needed for the repair, and have been in contact with you letting you know what steps are being taken. Our service provider will be reaching out to schedule a time that is convenient for you once they have all of the necessary parts. Again, I want to apologize for the frustration experienced and look forward to providing you with a quality service and regaining your trust with Super for any future claims.
  
  

• Initial Complaint

  Date:05/16/2024

  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 am writing to lodge a formal complaint against Super Home Warranty regarding repeated service issues with my Miele Front Load Washer. Despite paying a premium for their service, I have experienced substandard repairs and poor customer service.Service Details:April 9: At Bay Appliance Repair, Confirmation No. ******.May 3: At Bay Appliance Repair, Confirmation No. ****** (related to #****** recall).May 9: Kerenza Appliance Repair, Confirmation No. 426919.Issues:Super Home Warranty sent At Bay Appliance Repair, one of the most poorly rated appliance repair companies in the ***********, with a 1.7-star Yelp rating and terrible customer service. They failed to resolve the issue and caused damage to the housing of the drain filter assembly. A second technician from At Bay acknowledged the incorrect installation and damage caused by the first technician. Despite photographic evidence showing the damage occurred during service, Super Home Warranty falsely claimed I caused it. I asked for a second opinion and ***** sent out *****************.******* confirmed the incorrect installation but closed the case without resolving the issue. My repeated attempts to speak with a manager have been ignored for two days, and I have no faith that Super Home Warranty intends to resolve this issue.I request immediate intervention from the BBB to ensure that Super Home Warranty permanently fixes the washer and compensates for the damage and inconvenience caused.Please confirm receipt of this complaint and provide a plan of action promptly.

  

  Business Response

  Date: 05/21/2024

  Hello ********, thank you for sharing the details of your current issues with your washer claim. I sincerely apologize for the frustration and delays you've experienced it getting your claim handled. The current status is we are awaiting additional information from the technician regarding the diagnosis, and my colleague ****** will work with you to get this claim resolved appropriately and moved forward quickly. Regarding the servicer provider sent to your home, despite the experience you have had I do want to reassure that we have stringent measures in place to ensure that our network of service providers are high quality, professional and deliver great service, so I will pass your feedback onto the team who manages this network. Again, please accept our apologies for the inconvenience and difficulties faced - we appreciate the opportunity to make this right with you. 
  
  
  

  Customer Answer

  Date: 05/21/2024

   
  Complaint: 21721402
  
  I am rejecting this response because the issue hasn't been resolved and At Bay Appliance Repair has a horrible history. I've attached a photo of both their ****** and Yelp ratings, 1.7 and 2.2 stars respectively. There is no way Super can claim that they use the "highest quality" repair companies. Furthermore, At Bay Appliance blamed me for the damage which is a flat out lie. I have photos from right before they worked on the machine that shows the surrounding housing in good shape and then after it was cracked. I want Super to use a Miele authorized repair company. 
  
  Sincerely,
  
  *******************************

  

  Business Response

  Date: 05/24/2024

  Hi *********, 

  Thanks for sharing this as well. My colleague ****** received your video this morning, and will review and come back to you asap with a resolution. I have passed on your feedback to our contractor relations manager regarding At Bay - their star rating from Super Home Warranty customers is much higher than what you have shared from online platforms, but we certainly want to ensure our customers have positive interactions and experiences with the servicer providers we work with. Please accept my sincere apologies for this experience and we appreciate you continuing to work with ****** to get this resolved asap.