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:04/23/2025

  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 contacted my ********************* on April 5, 2025, to report an issue with my stove/range/oven not functioning properly. A technician was dispatched and arrived on April 10, 2025. He performed a partial repair and stated that an additional part was needed, which he would order.After the technician's visit, I noticed that the stove was still not operational, and the issue remained unresolved. I also observed that the technician had spliced in a new burner receptacle using wire connectorsa method that made me feel uncomfortable and raised safety concerns. Despite being told that the unit had been repaired, it clearly was not.On April 17, 2025, I called the ********************* to request an update on the parts and to report my concerns about the incomplete and potentially unsafe repair. I was told that the technician was scheduled to pick up the parts on April 18, 2025. I also requested that my case be escalated due to the ongoing issue. A different representative contacted me and said they would follow up with the repair company and get back to me. As of today, April 23, 2025, I have received no further **************** has now been 18 days without a functioning stove, leaving me unable to cook for myself or my family. I have no scheduled repair date, no updates, and no clarity on when the issue will be resolved. I am extremely dissatisfied with the lack of communication, the questionable repair methods, and the delay in restoring the functionality of a basic household appliance.Given the ongoing inconvenience and my safety concerns, I am requesting a full replacement of the unit so that I can safely and reliably use my kitchen again.

  

  Business Response

  Date: 04/24/2025

  Hello *******,

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

  First and foremost, I want to sincerely apologize for the frustration and delays youve encountered with our services. I understand the inconvenience and stress caused by a malfunctioning range.

  I spoke with **** from Elite Appliance, and he confirmed that you should hear from him no later than tomorrow to schedule the installation appointment. We are aiming to complete the repairs by Monday.

  I also informed the technician that the burner is still not working after the repairs on 04/10. He assured me that he will address the issue when he returns.

  I have refunded the $89 co-pay, and you should see the credit on your card within 3-5 business days, depending on your bank.

  As a gesture of goodwill, I am offering to reimburse you up to $100 for the purchase of a portable burner or hot plate. I would just need a copy of the receipt to process the reimbursement.

  I will continue to closely monitor your claim to ensure a smooth resolution. I will follow up again tomorrow to confirm that the installation has been scheduled.

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

  Once again, I apologize for the frustrations you've experienced. While we cannot change your past experience, we truly appreciate you being a Super subscriber and hope to regain your trust moving forward.

  Respectfully,
  ***************start="1709" data-end="1712"> Super Executive Escalations Team

  
  

• Initial Complaint

  Date:04/23/2025

  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.

  Summary of the Issue: I initially trusted Super Home Warranty to cover my HVAC system through their "Unlimited Coverage" HVAC plan. Unfortunately, this has been a deeply disappointing and costly experience that spanned over two months without a resolution. The issue began when a technician assigned by Super discovered a missing capacitor in my upstairs HVAC unit. After installing one to test the unit, the technician blew the fuse—causing further damage. No accountability was taken, and a second claim was required. I paid out of pocket to reinstall the capacitor and another $89 service fee to continue the process. Eventually, an electrician was dispatched to replace the fuse. I provided proof that the unit turned on but still didn’t cool. Despite this, I received no follow-up and no service resolution for over a week. On April 3, 2025, I was told by a Super representative that the claim would be denied due to a “known defect.” This is inaccurate—the problem began with the technician’s fuse damage The unit in question was always the upstairs unit, but your representatives repeatedly confused the claims, alternating "upstairs," "downstairs," and even stating that both units were problematic—none of which was ever clarified or resolved properly. This caused significant delays, unnecessary confusion. Communication Timeline: Feb 11, 2025 - Initial claim March 14, 2025 – Emailed invoice for capacitor and requested claim resolution March 21, 2025 – Follow-up requesting update and confirmation of fuse repair March 25, 2025 – Follow-up with concerns about continued delays March 31, 2025 – Final email urging action and restating the issue April 3, 2025 – Spoke to Super rep who denied the claim April 7, 2025 – I paid $7,000 to replace my HVAC system I received zero resolution. Full refund of all service fees and personal out-of-pocket costs related to this incident, including the $7,000 HVAC replacement cancellation of my Super Home Warranty contract with no penalty

  

  Business Response

  Date: 04/28/2025

  Hello Ana,

  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 have reached out to you via Super’s email requesting a copy of the invoice, along with an itemized estimate, for the work that was completed. I truly appreciate your willingness to send these over, and I will prioritize reviewing the documentation once it’s received in order to expedite the resolution of your claim.

  Thank you for your patience throughout this process. We are committed to resolving this matter promptly and fairly. As soon as I receive the necessary documents, I’ll update you with the next steps.
  Once again, I apologize for the inconvenience you’ve faced, and I truly appreciate your understanding.

  Respectfully,
  ******
  Super Executive Escalations Team
  

• Initial Complaint

  Date:04/10/2025

  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.

  We identified a gas leak on 04/08 and submitted a service request through Super immediately. We identified two known locations of leaks, but did not know if other possible leaks existed. Super identified a plumber who showed up next day, stayed for 15 minutes to patch areas we identified, and left without any summary of the work they completed. When the utility company turned the gas back on, a third leak was identified. This could have been found by the plumber if they did the appropriate testing. When we recontacted the plumber, they effectively refused to return, saying it was a separate repair. Super was terrible throughout this process, and never resolved our claim to our needs. Meanwhile, we had no heat or hot water for over 2 days. We now are finding an outside company to do these repairs that should be rightly covered under the Super home warranty. This service is effectively a scam, and you can tell where they place priority because the sales line rings to American customer service while the claims line sends you to an Indian call center. Would never recommend them to anyone.

  

  Business Response

  Date: 04/14/2025

  Hello Coleman,

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

  I understand that you’ve been working with my teammate, *****, and she has informed me about your experience. I sincerely apologize for the frustration you've faced, especially with something as serious as a gas leak.

  ***** mentioned that you hired your own contractor to address the issue. While Super typically does not reimburse for services performed by a contractor without prior authorization, I cannot guarantee reimbursement. However, if you provide an invoice from your contractor that includes a detailed diagnosis (specifying the failure and its cause), along with an itemized estimate, I will gladly review it to assess if reimbursement is possible.
  

  I will send a separate email from Super for easier communication, and you can reply with the invoice there.

  Best regards,
  ******
  Super Executive Escalations Team

• Initial Complaint

  Date:04/06/2025

  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 purchased a condo on 3/10/25. I have not moved in yet. On 3/17/25 I received a call that my water heater is leaking water into the property below. I called the Super Home Warranty immediately, which I got prior to the sale of the condo. They couldn't send out a plumber until 3/20 so I had to drain the tank myself so it stopped leaking. The plumber was late and didn't come until after 7pm on 3/20. He was able to cut the pipe and cap it, but not able to replace the water heater. I paid $99 for the call just to get a plumber there. I called about 2-3 times a weeks to get an update but never got any help. On Monday 3/31 I was very upset and called Super Warranty again demanding more information. After working through two customer service agents (the first one hung up on me), eventually I was told they will have the case manager call me by the end of the day. I had to call back to reach the case manager, *****. He was argumentative and rude and gave no support. During our call I received a notification for additional payment, as not all items were covered in my plan. ***** told me I had to pay immediately before they can schedule a plumber. I paid the additional fees, totaling $1670. After our call on Monday, I received a notification that a plumber was scheduled for Friday, 4/4 from 1pm - 4pm. I called ***** to ensure I am not charged for additional overtime or weekend hours if the plumber is late (like last time) or cannot finish the job by 5pm. ***** never confirmed the appointment so the plumber was unavailable on Friday. I called again to get an update and they said they would call me back and never did. It is now 21 days (three weeks) since I've had a working water heater. They have delayed my move in. It is difficult to wash my hands and shower or any dishes/glassware and I cannot get hot water to clean my condo, I do not know how else to get better service. I just want my water heater to be replaced. Please assist me. Thank you.

  

  Business Response

  Date: 04/09/2025

  Hello Jenn,

  My name is ******, and I represent the Executive Escalations Team at Super. I understand you’ve been working with my teammate, Ashley, and we are both actively involved in resolving your claim.

  First and foremost, I want to sincerely apologize for the frustration and delays you’ve experienced with our services. I fully understand the inconvenience that a malfunctioning water heater causes, and I regret that your experience with Super has not been up to your expectations.

  Please know that your feedback has been documented and shared with our upper management team to ensure the necessary coaching and improvements moving forward.

  ****** has refunded your $99 co-pay. Additionally, when you spoke with ****** on 04/07, you requested that your subscription for this month, in the amount of $70, be waived.

  Unfortunately, we are unable to waive the subscription payment, as it would show as missed or late payments, which could lead to account suspension. However, in recognition of the challenges you’ve faced, I can offer a refund of $140 that was paid towards the out-of-pocket cost for your claim. The refund will be processed back to your **********, and depending on your bank, you should see the credit within 3-5 business days.

  Providing an exceptional customer experience is our top priority, and we take matters like yours very seriously. We strive to deliver the best service possible, and we deeply regret that your experience with us didn’t reflect that standard.
  

  Once again, I apologize for the frustration you’ve encountered. While we cannot change your past experience, we truly appreciate you being a Super subscriber, and we hope to earn back your trust moving forward.

  Respectfully,
  ******
  Super Executive Escalations Team

  Customer Answer

  Date: 04/09/2025

  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me.
  
  Sincerely,
  
  Jennifer S**

• Initial Complaint

  Date:04/02/2025

  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.

  Super was initially called about an electrical outage at my home on March 17th. This was repaired and we were charged $75.00. There was an electrical outage after changing a light bulb and super was called again on 3/31 for the same exact light fixture. This was a recall but after reviewing it, they decided that although it was the same light fixture, that when they arrived, there was not a problem and so they charged $75 dollars and the electrician only checked the system but didn't do any work. This was usuary and they shouldn't have charged us again for the same exact problem particularly after initially saying it was a recall and not notifying us that we will be charged but this only showing up on our credit card statement.

  

  Business Response

  Date: 04/04/2025

  Hello ******,

  Im showing that on March 16, 2025, you filed an electrical claim and reported "Not sure what's going on but I think there's something going on on the lower level and in the primary bathroom with bulbs frequently dying, outlets sporadically not working, and light fixtures that do not respond to the switches. 
  

  ACA visited your home on March 24, 2025, and reported: The customer had incompatible light bulbs in their fixtures.

  On March 28, 2025, you created a recall online and reported, breaker is not working and sparks and fire are present when it's turned on 

  ACA then visited the home on March 31, 2025, and reported: Nothing was needed. Once we arrived and reset the breaker, no signs of a fault existed. The breaker remained set and did not trip while I was there. The customer stated that he was trying to change a light bulb when the breaker tripped. I couldn't identify why the breaker tripped.

  As outlined in your policy under Section General Provisions: Claims Process 4.C Service Fee: For each separate trade item, you are responsible for paying Super the service fee listed on the declarations page at the time of the scheduled service request.

  Additionally, Section General Provisions: Claims Process 4.F Service Guarantee states: We will warrant a repair service for sixty (60) days from the date of repair completion. Should failure of that repair occur within sixty (60) days, we will not charge you another service fee.

  The issue reported on March 24, 2025, regarding the light bulbs downstairs is unrelated to the breaker issue reported on March 28, 2025. Therefore, this would not be a valid recall, and a new service fee would be applicable.
  

  If you have any further questions or concerns regarding your claim or the policy terms, please dont hesitate to reply to this email. We are here to assist you in understanding your coverage.

  
  

• Initial Complaint

  Date:03/03/2025

  Type:Customer Service 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 March 1 our well stopped working, called super for emergency assistance. Still have not gotten assistance from them 3/3. They cannot find a service provider in my area. They have no contacted me, they seem to careless that I have no water and 80+ hours has past. This is a breach of contact, I need this well working ****. I have repeatedly called, sent messages via the portal, the account still shows waiting for service provider. This is unacceptable. This company does not need to be in business if they cannot provide the services I pay for. Or authorize out of network providers within a timely manor.

  

  Business Response

  Date: 03/04/2025

  Hello *******, 
  
  I see that Super has approved for you to hire an outside contractor to diagnose the issue with the Well Pump. I also see the estimate you provided from ******************************* & Drilling for a total of $3,025.22. However, Im not seeing a diagnosis included. We will need a complete diagnosis, including the failure and the cause of failure. Once we receive this information, we can review the claim and move it forward.

  Customer Answer

  Date: 03/05/2025

   
  Complaint: 23012928
  
  I am rejecting this response because: I went out of network to a company that does not provide detailed invoices. I did reach out to Malones asking for more details on diagnosis and failure information, which will be sent over to me via email. I will send what is given to Super once received- However, because they do not work with Super or other home warranty providers may not entail the required information Super is seeking. Super needs to understand we cannot expect out of network providers to provide all the standards Super expects. This is why they cannot provide me with service in the first place. This is day 5 with no water and no end in sight on a contract that cost me twice the competitor. 
  I need this approved and fixed ASAP. 
  
  Sincerely,
  
  ******* *****

  

  Business Response

  Date: 03/06/2025

  The claim was created on 03/01, a Saturday, outside of business hours. Super followed up on 03/04 and approved the homeowner to go out-of-network and hire a contractor to diagnose the issue.
  

  The email with the instructions specifically stated that we would need a complete diagnosis, including the failure and the cause of failure, along with an itemized estimate.

  
  Super received an invoice for $3,025.22, but no diagnosis was provided. Without this information, Super cannot determine a coverage decision.

  
  I reached out to the homeowner via email and requested the diagnosis. It appeared to be a simple copy and paste. Once the diagnosis was received, I quickly reviewed it, approved the claim for a total of $1,650, which is the maximum aggregate amount per the policy, and processed the settlement request.

  I informed the homeowner that the check would be mailed on Friday and could take up to 14 days to be received. The homeowner is disputing this timeframe.

  
  Additionally, the homeowner has been made aware that I am working with Accounting to see if theres anything we can do outside of standard protocol to expedite the check. However, the repairs have been approved.
  

  Please see the screenshots attached for reference.

   

• Initial Complaint

  Date:02/19/2025

  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.

  Claim: Bursted Water Heater Owed: $1100.00 Super's response to complaint: Super has the sole right to select and arrange an authorized Super Service Pro to perform work covered by this Plan. Only work authorized and arranged by Super is covered by this Plan. The term Service Pro refers to licensed contractors. We will not reimburse you for service performed by your own contractor without our prior **************** attachment there is a call log from when the water heater bursted. I did my due diligence by calling Super immedietly. I called at 5:04 am, 05:06am, 05:47am and 07:16am on 07/03 but they were closed. The water was leaking into the garage floor and affecting the drywall on the water heater stand and side walls. At 9:21 am I finally got a hold of someone in customer support. I asked to speak to a *************************** immeditely as I wanted to get the approval for work being done from **************. The customer support staff indicated that it would be a 24 turn around before talking to a supervisor. I advised this is not acceptable considering the situation. I never received a call back from a supervisor. I had to get the water heater ***laced and the water stopped so no more damage could be done. There are other service requests fulfilled that I have submitted and it has taken over a week for a response as it appears they are looking to hire companies not in my area to do the work. During my initial call at 5:04 am, a customer service *** should have answered and then scheduled someone to come to my property to resolve the water heater issue. When asked for a supervisor, it should have been escaleted immedietly. I seek compensation for the water heater.

  

  Business Response

  Date: 02/20/2025

  Hello *******,
  
  My name is ******, and Im with the Executive Escalations Team at Super.
  
  I show that you called Super twice on 07/03/24, at 9:23 AM and 9:35 AM; however, I do not show that a water heater claim was ever created.
  
  As previously mentioned, it's important to highlight that under our Terms of Coverage, Super has the sole right to select and arrange an authorized Super Service Pro to perform work covered by this Plan. Only work authorized and arranged by Super is covered, and we are unable to reimburse for services performed by an independent contractor without prior authorization from Super.
  
  Although your call was made outside of business hours, claims could have also been filed via our website or mobile application in addition to calling **************.
  
  

  Customer Answer

  Date: 02/21/2025

   
  Complaint: 22961818
  
  I am rejecting this response because:

  I wanted this call escalated to a supervisor and this was not done. Can you please confirm why I did not get a call from a supervisor? This was an emergency. It is my right as a customer to request a *************************** considering the situation. If a supervisor  would have suggested opening the claim and advising the next steps that would have been ********* claim I could have processed the claim outside the hours of your call center but being frantic and under a lot of pressure to prevent further damage this is not a realistic request. Please review what happened with the claim with my pool. This is another example of poor customer service.  I request compensation and will pursue legal action as to my next steps if not resolved.
  
  Sincerely,
  
  **** ********

  

  Business Response

  Date: 02/25/2025

  Hello ****,
  
  Per your Terms of *********************************** An emergency is defined as a plumbing failure that causes interior flooding, a complete loss of heating or cooling in extreme temperature conditions, a substantial loss of electrical service, or any other condition that renders the interior of the home uninhabitable. Super will make all reasonable efforts to expedite emergency service. 24-hour emergency service is only available for interior flooding. Super will determine what services constitute an emergency and will make all reasonable efforts to prioritize and expedite emergency service.
  
  In the event of a water heater issue, the water supply can be shut-off to prevent potential flooding or secondary damage. The water supply valve is typically located near the cold water inlet pipe and is usually a lever or round valve that controls the water flow into the heater.
  
  Additionally, as mentioned previously, a claim was not created. Per your policy, claims must be initiated and processed through the proper channels. Although your call was made outside of business hours, claims could have been filed via our website or mobile application in addition to calling **************.
  
  Lastly, as outlined in your Terms of Coverage, Super has the sole right to select and arrange an authorized Super Service Pro to perform work covered by this plan. Only work authorized and arranged by Super is covered, and we cannot reimburse for services performed by an independent contractor without prior authorization from Super.
  
  
  
  
  
  

• Initial Complaint

  Date:02/04/2025

  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.

  On 10 Jan we filed a claim for a broken microwave. On 14 Jan a technician came out. The technician has been back twice to attempt to fix the microwave and has been unsuccessful. Super offered ~$280 dollars in lieu of fixing or replacing it. We cannot find the part so fixing is not an option and a new microwave is ~$500. Super has not offered to replace and cannot commit to finding the part within a certain time. So we are without a microwave and stuck in limbo.

  

  Business Response

  Date: 02/07/2025

  Hi ******,
  
  My name is ******, and Im with the Executive Escalations Team. Regarding your microwave claim filed on January 10, 2025, where you reported multiple issues: no lights, no display, wont turn on, and not heating.
  
  Expert Appliance Fix visited your home on January 14, 2025, and determined that the display board had shorted out. The technician recommended replacing the board, but unfortunately, neither the technician nor our procurement team has been able to locate the part.
  
  We initially offered you a cash-out of $259.50, based on the cost of what Super would have paid for the display board. However, since the part is no longer available, Super has approved replacing the microwave.
  
  For replacements, we determine our cash-out amount by comparing units with similar features, capacity, efficiency, and the associated delivery and installation costs. After reviewing comparable models based on the features and appearance of your current microwave, Super found a suitable replacement. (Please see the link below) However, the cost of the replacement unit is lower than the cost of the display board, bringing your cash-out amount to $188.26. As a courtesy, we are adding a concession of $71.24, bringing the total cash-out amount back to the original offer of $259.50.
  
  *************************************************************************************************
  
  Your Options:
  
  1. ********** E-Card: The quickest solution is an electronic gift card valued at $259.50. It can be emailed to you within 2 to 3 business days, allowing you to purchase this or any other model of your choice, in-store or online. Given the current supply chain challenges, we recommend this option.
  
  Please note: Once the ********** e-gift card is issued, it cannot be canceled if you change your mind. We encourage you to review the ********** website for installation offers or backorder delivery dates before finalizing your selection.
  
  2. Cash Out: Alternatively, you can proceed with the replacement process at your preferred local appliance retailer. In this case, we will send you a check for $259.50. If you choose this option, please confirm the name and address you'd like printed on the check. Note that the check may take 10 to 14 days to arrive.
  
  This offer is valid for 10 days and will expire on [February 17, 2025]. If we do not receive your decision by this date, we will issue a check for the specified amount to the following recipient:
  
  ****** ********-*****
  ********************************
  ********************
  
  Please let me know if you have any questions or which option you prefer.

• Initial Complaint

  Date:01/10/2025

  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.

  Date of issue reported: Dec 19, 2024, Issue is still not resolved. I was with ******* ******** ******* for 10+ years with good experience before Super acquired them. My expereince with Super has not been good at all. Opened a ticket for our Heater not working. technician comes and tells that given the age of furnace it will need to be replaced unless we can find part (blower motor). Super's review department takes over one week to decide and place an order to buy the motor off ****** which took one week to come and then after 3 days technician comes to put the motor and finds out its a wrong motor. Meanwhile weather is below freezing and snow outside. It has been 3 weeks+ with no fix and I just spoke to a manager and his response was we are still looking for the motor and cant provide anytime line. Basically they do not want to do the right thing which is to replace the furnace instead of trying to find the part for a 24+ year old system. Regardless of the solution we want this to be fixed asap rather delaying the repairs. Super manager or agent who called today (I requested to talk to manager yesterday) did offer to reimburse for room heaters upto 150$ but we bought the heaters already and did not wait for them to offer as weather has been below freezing for whole week. I dont need reimbursement for heaters but actually fix the issue asap.

  

  Business Response

  Date: 01/14/2025

  Hello Manish, 
  
  My name is ******, and I represent the Executive Escalations Team at Super.
  
  I see that my colleague, *****, is working directly with you and contacted you yesterday, 01/13, to confirm that the part has been ordered and is expected to arrive tomorrow, 01/15. Once the part is received, the contractor will call you to schedule the installation appointment.
  
  ***** has documented that she will follow up with you on Friday to confirm that the job was completed.
  
  In the meantime, if needed, Super can reimburse you up to $150 for alternative heating, such as purchasing a space heater, firewood/pallets, or blankets. We will need a copy of the receipt to process the reimbursement; you can send it directly to the advocate email at ************************. 
  
  Respectfully,
  ******
  Super Executive Escalations Team

• Initial Complaint

  Date:01/07/2025

  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.

  Hello All, I used to be a customer of Super Warranty 4 months ago. However, I canceled my service. I had to write a letter again to cancel my subscription. Thus, Super Warranty charged me twice in the amount of $64.20 again for both properties. *** ********* ****** *** ****** ***** *****. I even have a NSF due to the negative in my account. I was told that my refund was issued.. Meanwhile, my account is still negative. I want my refund and NSF fee reimbursed.

  

  Business Response

  Date: 01/08/2025

  Hello Ida,
  
  My name is ******, and I represent the Executive Escalations Team at Super.
  
  I’m showing a total of three inactive policies under your name.
  
  Policy number ********* *** *********** *** ******* ** ****** This policy was active from June 12, 2023, to August 14, 2024. Super canceled it due to an overdue subscription payment. As of August 14, 2024, the overdue balance was $392.61.
  
  Policy number ********* *** ********* *** *** **** ** ****** This policy was active from September 27, 2024, to January 2, 2025. It was canceled on January 2, 2025, at your request sent via email, which was received on December 31, 2024.
  
  Policy number ********* *** *********** *** ******* ** ****** This policy was active from September 27, 2024, to January 2, 2025. It was canceled on January 2, 2025, at your request sent via email, which was received on December 31, 2024.
  
  I don’t see that Super received any cancellation emails before December 31, 2024. Since no cancellation request had been received, your monthly subscriptions for both properties were charged as scheduled on December 27, 2024. (Cancellation received December 31, 2024.) If you have evidence of a cancellation email being sent prior to December 27, 2024, please send it to me at *************************
  
  Also, I wanted to bring to your attention that, in researching the payments made on each of these policies, I found that Super did not receive payment for either property in October.
  
  For *** *********** *r, I am showing a payment of $64.50 received on September 27, 2024, November 27, 2024, and December 27, 2024.
  
  For *** ********* **, I am showing a payment of $729 (subscription paid in full) received on September 27, 2024. The policy was then switched to a monthly subscription, and a Credit Card Refund of $664.50 was issued the same day. $729 - (minus) $64.50 (monthly subscription fee) = $664.50 credit. This was followed by payments of $64.50 received on November 27, 2024, and December 27, 2024.
  
  According to these payment records, you owe Super a total of $521.61 for the above policies as of today. This amount includes an overdue balance of $392.61 and $129 ($64.50 x 2) for both policies for October.
  
  Regarding the screenshots of your bank, I’m showing that on December 27, 2024, when Super charged your card $64.50 for one of the two properties, your bank balance was $544. When Super charged the card for the second property on the same day, your bank balance was $394.18. I do not see that Super made unauthorized transactions that led to overdraft fees.
  
  I can confirm that the above policies have been canceled, and no additional charges will be made.
  
  If you can please send evidence of the emailed cancelation request before December 27, 2024, we can review it. Unfortunately, the total amount requested to be refunded from those December charges would be lower than the amount owed under the two policies.
  
  Thank you