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:04/08/2024

  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.

  Purchase a warranty on July 6, 2023 for $759.00. Additionally, for their failure to honor the warranty, I have lost:An entire refrigerator and freezer full of high quality/organic food that was thrown away, estimated at $1,500 currently $139.00 to a KitchenAid repair specialist for a diagnosis $75.00 for a deductible for Super Home Warranty Diagnosis Over $500 in delivery food that I had to order since I cannot store anything in my refrigerator Due to Super not honoring the warranty for over two weeks, I am now faced with having to replace my refrigerator with a like kind at $2,439.85 OR - wait another two weeks for parts which will estimate another $500 in delivered meals AND $800 for labor to repair the refrigerator. So my losses currently are estimated between For a total loss of between $4273 and $5,412

  Customer Answer

  Date: 04/09/2024

  I am not seeking compensatory damages.  I am illustrating my losses due to their failure to honor the warranty.  

   

  Do you need me to simply state that they've failed to honor the warranty and has cost me several thousand dollars due to their incompetence?

  

  Business Response

  Date: 04/11/2024

  Confirming this customer has been reimbursed the cost of the repairs of their refrigerator for items that would be covered under their home warranty policy, plus an additional concession for the cost of a temporary refrigeration solution up to $150 has been offered. 

  The following email has been sent to the customer:

  I approved the repairs for a total of $939, which includes; $139 Labor to diagnose and $800 labor to complete the job. 
  
  The Compressor ($871) and Evaporator ($319.21) are covered under the manufacturer (KitchenAid) and would not be reimbursed by Super since this is not an actual accrued cost.
  
  I will process the reimbursement ($939) today, the check will be mailed on Friday (04/12) to **********************************************************************, it can take 7-14 days to be received. Please let me know if you have an alternative address. 
  
  If needed, I can reimburse you up to $150 for the purchase or rental of a mini/fridge. I will need a copy of the receipt to process the reimbursement.
  

   

   

  Customer Answer

  Date: 04/12/2024

   
  Complaint: 21542218
  
  I am rejecting this response because:

  The business has not, in fact, resolved the claim as I have requested   

  Until the business resolves the claim properly I will continue to demand that they do.

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

• Initial Complaint

  Date:04/08/2024

  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.

  We purchased a Super Home Warranty last year. We continue to have significant issues with Super honoring it's warranty terms and conditions. This spring, we put in a request for a faucet repair, after a leak that started in our living room. We specifically requested that Super not use a specific provider (E/S Plumbing), as we have had significant issues with their responsiveness, ability to complete repairs, and integrity. This request was placed in January 2024. It is now April 2024, and we still do not have a resolution.As expected, we began having issues with the plumbing company, whose front desk manager is perhaps the rudest and most incompetent person we've ever dealt with. E/S Plumbing came out to evaluate the repair in Feburary, and said that they needed to order a "replacement faucet." After weeks of back and forth and inability to get in contact with E/S Plumbing, we reached back out to Super, both via email and phone. The representative told us that there was a "miscommunication" and that E/S had not ordered the replacement faucet. We asked E/S to show us what they were ordering (they never took photos or marked down the model # when they came out to assess, so we had a feeling they would order the wrong part). After several additional weeks, including times where we tried to follow up with E/S and Super, we still had no one come out to complete the repair.This past week, we were told that this mysterious and seemingly only available ****** had arrived. We had a bad feeling that this would not be correct. As expected, the plumber came out, and said that they did not have the right faucet. We continue to have a giant hole in our ceiling, an unworking bathroom tub, and no resolution. We sent numerous emails to Super this week, and simply do not get responses. We similarly called and messaged E/S, who also no longer answers calls or tells us they are "evaluating." We are at a loss on what to do next, and hope that BBB can help.

  

  Business Response

  Date: 04/15/2024

  Good afternoon ******, Thank you for your patience as we reviewed the details of your claim. My colleague has been in touch via email today: In keeping you apprised of your claim status: the servicer (E&S Plumbing) has advised that they have reached-out to you and confirmed that the replacement faucet will be modified and that you have since approved customization. We will continue to remain in communication with you and the servicer until the claim is resolved in its entirety. As always, if further assistance is needed, please don't hesitate to let us know; we're here to help. 

• Initial Complaint

  Date:04/04/2024

  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.

  We purchased a home warranty through Super at the suggestion of our realtor. About halfway through the year in which the coverage applied, our microwave (cover item) started to malfunction. (Its the kind that mounts over the stove to provide light and ventilation to the cooktop below.). The service technician said that the unit needed to have the motherboard replaced as it was fairly violently burning out the light on the bottom of the microwave every time you put a bulb in it. Super denied the claim stating they do not cover light bulbs. I tried to get them to understand that the lightbulb was not the issue, and in fact they could choose not to replace the light bulb, as I would put a new one in after the motherboard was replaced. I ask for any of the following. 1- repair the microwave 2- replace the microwave 3- just refund my entire premium and we can part ways. They choose option 4. Do nothing and send me the contract highlighting the section indicating they do not cover light bulbs. Super is a scam of a company and absolutely defrauded my family. I will continue to spread the word about this scam until it is made right. Buying a home warranty only to have valid claims rejected is pure theft of premium. BUYER BEWARE.

  

  Business Response

  Date: 04/11/2024

  Our team was working to communicate with the customer with the below message on April 8th to clarify the reason for the claim denial, and the customer responded : Please do not reach out to us again unless its to issue a refund. 

  My name is ******************'m with the Executive Escalations Team. I'm reaching out regarding your Microwave claim.
  
  I read through your emails, and I believe clarification may be needed; on November 8th, 2023, you created a microwave claim and reported; The light under the microwave will not turn off, even in the OFF position. 
  
  Elite Appliance went out to diagnose and reported, that the microwave has no mechanical failures, the tech recommended replacing the board for the light. 
  
  Per your policy, only mechanical components/parts are covered, when they fail due to normal wear and tear. A microwave light does not affect the function of the microwave.
  
  Those components/parts consist of;
  
  INTERNAL MICROWAVE COMPONENTS
  1. High voltage transformer
  2. Magnetron
  3. Waveguide/cover
  4. Cooling fan
  5. Cooking cavity
  6. Turntable
  7. Diode
  8. Capacitor
  9. Door Switches 
  
  EXTERNAL MICROWAVE COMPONENTS
  7. Power cord
  8. Control panel
  9. Door
  
  If you have any further questions regarding your claim or coverage, please reply to this email.
  
  

  Customer Answer

  Date: 04/12/2024

   
  Complaint: 21528788
  
  I am rejecting this response because: it is the same response they have given be since day one.  They are claiming that a faulty/ dangerous malfunctioning motherboard should not be covered under the clause that they do not replace light bulbs.  
  

  I ask that they not reach out to me again with the same response. I stand by my initial ask. Issue a refund, replace the unit, or fix the microwave. Its what I paid for. Nothing more.  Im not asking for a light bulb.  They are a scam 100%.  Avoid this company.
  
  Sincerely,
  
  *************************

  

  Business Response

  Date: 04/15/2024

  Hi ***** - the home warranty coverage has exclusions, and in this instance the diagnosed issue was something not covered by your policy. Per our email, Elite Appliance went out to diagnose and reported, that the microwave has no mechanical failures. I can see that your policy is set to be cancelled, at this point there is nothing further we can do with the coverage denial standing. I apologize for any miscommunication or frustration experienced it this matter. 
  
  

• Initial Complaint

  Date:04/02/2024

  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.

  This is probably the worst insurance/warranty company. When I filed a claim for a toilet clogging, after the plumber came to service my toilet and concluded that it needs to be replaced. The claim service person at Super called me and told me that it is not covered by the plan due to a lack of maintenance. I asked him that what maintenance I should have done for the toilet not to be clogged. He said sorry it wasn't apart of the coverage plan. And I spent 30 minutes on the phone with him to hear him repeating one message "it is not included in the coverage plan" despite my efforts trying to understand what I should have done differently for the issue not to incur.After talking for 30 minutes on the phone with him, I asked to speak to his manager, he disclosed to me that the call had been recording. He called me to speak with me for 30+ minutes on a recorded line without disclosing the information. When I told him that I understood that ********** is a 2-party consent state, ie. he had to disclose to me if he was recording the phone conversation; otherwise it is illegal. He said that he doesn't know about that and referred me to his legal department.Eventually, he told me that his manager, with the name of ******, will call me back in the next 5 business days.On the 6th business day, his manager, ******, called me and left me with a voicemail. I called back but couldn't reach her immediately. I spoke to another person and he told me that he would have ****** call me back. It has been 7 business days and I still don't have any call back from ******.This is how Super is handling their business. They are very happy to collect your monthly payment. But when there is an issue, all they can say is "It is not in the coverage plan" and they conduct business illegally by recording your calls without disclosing it to you.How can anyone trust such a company???

  

  Business Response

  Date: 04/11/2024

  BBB - *********************** - Claim 362723
  
  The claim was denied due to the lack of maintenance. H/o disputed the denial. My colleague explained the diagnosis and reason for the denial, and apologized for the interaction with the case owner. They created a 2nd op with another contractor to confirm the diagnosis and give h/o piece of mind. 
   
  2nd Op Contractor (***********) called Super the day of the appointment and requested to transfer the claim to someone else because the h/o had him wait 20 minutes outisde. CSM was involved and, the contractor agreed to go back. I advised the h/o of the appointment.
  
  H/o sent 2 emails over the weekend and said that he text the tech to say, By the way, I texted and told ***** that "There is a change and he doesn't need to come back to my home anymore". 
  
  I emailed the h/o and let him the claim has been canceled per his request, Super does not have any other contractors in the area, At this time, Super will be standing on the denial, based on the information provided by E&S. 
  

• Initial Complaint

  Date:04/01/2024

  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.

  Refrigerator stopped working in November and a fan was replaced. Refrigerator stopped working again ruining all the food. Super called another callled an appliance repair company 5 hours away. Again, they thought they fixed it and more spoiled food. Sent same company out again from ******* to diagnose and he completely marred Carrera marble countertops. Still no refrigerator. They then sent another company out and tech stated if what he did to the refrigerator didnt work then it couldnt be repaired. More spoiled food. Refrigerator didnt work and now Super wants to send the.Tech out with another part. In the meantime, I have $13,000.00 a month cancer medication that was ruined and now have to go next door to get my medicine at myneighbors. I have called 18 times, been on hold for hours, no return phone calls, etc. I have asked for the $2500 reimbursement for the refrigerator and the Executive lead says, Ill have to reconfigure my Cabinets. Also, she was willing to give me $150 for renting a mini fridge. Being without a refrigerator for months is not acceptable. More importantly, Im a realtor of 44 years and recommended their policies. Never again. I dont trust them to fix anything! Can I please get a refrigerator just like everyone else in *******? 4 tries to fix, ****** countertops and spoiled food is just over the top, along with Stage IV cancer.

  

  Business Response

  Date: 04/10/2024

  We appreciate you sharing the experience you've had with your refrigerator claim and apologize for the challenges faced with the repairs provided initially, causing loss of food and challenges with medicine storage. I can see that a concession of $150 to put towards purchasing a temporary refrigeration solution was provided on 3/29, but was declined. From our records, I believe the install appointment went ahead and the repair was completed. I have refunded the copay you paid for this claim given the experience had, to credit card ending x1433. 

  Customer Answer

  Date: 04/15/2024

   
  Complaint: 21515457
  
  I am rejecting this response because:

  THE REFRIGERATOR IS NOT WORKING after 3 companies attempted to repair 4 times.

  My refusal of the $150 offer for a mini fridge is unfathomable. How can a family survive with a mini fridge? We dont live in a college dorm but rather a 5200 square foot home.   ****** in your escalations ***** was more worried about the reconfiguration of my cabinets for a new refrigerator than resolving my non working refrigerator challenge.

  i am appalled at how you have treated a consumer and a realtor that sells your home warranties.   
  

  Super Home states in their contract that they will replace the refrigerator or appliances that do not work or need to be repaired.  I believe after 4 repair attempts, damaged Carrera marble countertops and still no viable refrigerator , I have done my due diligence regarding trying to repair this refrigerator.

  Therefore, I am requesting the $2500 that you state in your contract for monies toward replacement. 
  

  *****************************

   

   

   

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

  

  Business Response

  Date: 04/18/2024

  It was explained to the h/o that Super reserves the right to determine repair vs replacement, in this case, Super has approved moving forward with the repairs.The h/o had an appointment scheduled for 04/04 with SG Appliance to complete the repairs, the contractor has marked this job completed. I havent seen any record of recent incoming calls or emails to Super from the h/o regarding the most recent repair; If the h/o is still having issues, she can initiate a service request via our website, our mobile app, or by calling **************. Also, this policy has been suspended due to failed/non-payment.

  Customer Answer

  Date: 04/19/2024

   
  Complaint: 21515457
  
  I am rejecting this response because:

  Super sent SG appliance on 4/18 to fix the refrigerator for the 5th time because it is not cooling.  The repairman stated he couldnt fix it and now they want to send another person to look at the condenser.  
  

  This is unfathomable and Im absolutely disgusted with Super Home resolution *****  

  Lets stop playing games and give me the $2500 credit towards a new refrigerator.  Enough is enough.
  
  Sincerely,
  
  *****************************

  

  Business Response

  Date: 04/24/2024

  A cash out offer of $2007.95 has been made to the customer on 4/24/24, which is $2500 minus the labor to date of $492.05. 

• Initial Complaint

  Date:03/29/2024

  Type:Sales and Advertising 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.

  Hello, I have been paying the $46 premium for my Super home warranty and on March 10th 2024 made a service request for my refrigerator making funny noises and paid the $100 service fee. on March 12th repairman ***** (cell #************) came to my house and diagnosed my fridge with a faulty gasket seal from normal wear and tear (opening and closing a fridge). This bad seal was causing the motor to overwork and that a new motor and gasket were needed. After waiting over two weeks with a fridge on the brink of failing, Super Home warranty sent me the attached email stating that the gasket seal was not considered normal wear and tear and that they could not find a replacement motor and fan. They offered me $290.00 as a cash out option. My policy page cites a $1500 limit and that they will repair or replace up to that amount. A new similar stainless steel side by side fridge like our current one is at least $1000-1200 now and $290 is both absurd and demeaning to a loyal customer who has faithful paid his premium and honored his part of the terms of agreement and all that I humbly ask is that Super do the same. Respectfully, *****************************

  Customer Answer

  Date: 04/04/2024

  Hi ****** my name is ***************************** and I believe that you are assigned to my BBB complaint #********. I wanted to update you on my dealings with Super Home Warranty. I have included the below text of an email I sent to ********************* (************************************************) who is managing my claim with them. It appears that the company is manipulating a service repairman report to justify not properly compensating us for our claim.

   

   In short, repairman ***** (cell #************) was sent by Super Warranty to look at our fridge. He said our door panel was broken due to normal wear and tear and was causing the fan and motor to fail. And all these parts needed to be replaced. *****, from Super, sent an email to me saying that ***** determined we intentionally damaged the door and are therefore not eligible for compensation. My wife spoke with ***** today (4/3/24) and he again confirmed this was normal wear and tear and not malicious damage. He said he would confirm this account if contacted by the BBB.

   

  Please let me know if you have any questions for me my #is ************

   

   

   

  ***************,

   

   

   This is ***************************** and I am following up to your email you sent me on 4/3/24 regarding my broken refrigerator in claim #******. I respectfully disagree with your email and assessment of our settlement and wish to address them below:

  1. I and my wife were physically present when ********************* (cell# ************), sent by Super, when he assessed and diagnosed our fridge with a faulty door gasket/door panel and stated to us that over the years of opening and closing our fridge the gasket had failed DUE TO NORMAL WEAR AND TEAR, i.e. the normal opening and closing of a fridge door over the 15 year life span. Furthermore, he stated this failure was causing the fan and motor (both covered parts, per your email) to fail. 

   

  On 4/3/24 My wife ****** spoke with ***** the repairman and he again, confirmed his assessment that the door panel was normal wear and tear. We have an open ********************** complaint regarding this claim and *****, the repairman, is willing to talk to them to confirm that this was normal wear and tear and that his original report reflects that fact.  

   

  2. Your email, sent 4/3/24, states: "the issues the refrigerator is having are very much tenant caused." This is false. As noted above, we were verbally told by the technican that this failure was from nornal wear and tear. Additionally your technician report doesn't address or indicate intent to do harm/misuse but yet Super decided we deliberately damaged it or misused it as a way to deny converage for the door panel/gasket.

   

  3. Your email and technician report states that the door panel needs to be replaced but the part is no longer available. My super policy states that "in the event that a covered product cannot be repaired then Super will provide a replacement up to the limits indicated on the declaration page." Therefore, Super needs to offer us a new refrigerator up to $1500, the limit for this appliance.

   

  In summary Super's purposed cash-in-lieu of repair offer of $290 is woefully inadequate and downright disrespectful. I have faithfully honored the terms of this agreement by paying my monthly premium and service fees. All I ask is for you and Super to do the same. Do the right thing and compensate us, up to $1500, for the replacement of our fridge.

   

  In addition to the open complaint with the Better Business Bureau regarding this, we will be sure to let the thousands of followers on my wife's social media platforms know how terrible your company is should you choose to deny us an equitable settlement. Please call me at ************ or my Wife, ******, ************. 

   

  This email is also being forward to the Better Business Bureau agent assigned to our complaint.

   

  Warmest regards, 

   

   

  ***** and ****** ********* 

   

   

   

   

  

  Business Response

  Date: 04/09/2024

  Per phone communication with the customer 4/4, they have opted for the *** option, and a summary email was sent to them for documentation purposes. The check will be mailed this week and received shortly thereafter.

  Customer Answer

  Date: 04/10/2024

  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,
  
  *****************************************

• Initial Complaint

  Date:03/27/2024

  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 Home ********** for a failed Air Conditioner. Their first representative showed up and said it was a bad compressor and left. That cost me $40 and did not resolve the issue. I filed a second claim and that team came out and pointed out several issues that predated my purchase of the home. The home inspection indicated the ** was not cooling, a subsequent visit from an HV** company indicated that everything was working properly. Both are attached to this complaint. The policy states if an item is in good working order prior to purchase, any prior defects do not impact coverage. This claim should be completed under warranty without all of the extra steps I am being forced to do. I have filed this complaint and an arbitration demand seeking correction of this matter

  

  Business Response

  Date: 04/09/2024

  We have called customer on 4/4/24 and emailed 4/8/24 to communicate that we are happy to review the findings of their claim with any new information presented, but we will need to see the official invoice of repairs completed in order to show that the system was properly repaired and eligible to be covered going forward. Awaiting customer response to ensure eligibility for coverage. 

  Customer Answer

  Date: 04/16/2024

   
  Complaint: 21494707
  
  I am rejecting this response because: all documentation has been provided. Super has indicated they will honor but nothing has been done. We are at 7 weeks since the claim was filed.
  
  Sincerely,
  
  ***************************

  

  Business Response

  Date: 04/16/2024

  We are working actively with the customer to reschedule an onsite appointment to complete and resolve this claim. Technician was due to be onsite 4/12 but issue coordinating with the customer to access, so is being rescheduled asap. 

• Initial Complaint

  Date:03/26/2024

  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 have a washing machine that had a lid that broke from normal wear and tear that wore down overtime. It also does not get the clothes clean and the keypad does not work. None of these items were covered under supers Home Warranty, the washing machine is supposed to be covered this makes no sense they wanted me to spend over $500 dollars out of my pocket to replace the lid and that doesnt even cover the other two problems. This Home Warranty is a scam.

  

  Business Response

  Date: 03/27/2024

  Hi ****** - thanks for sharing the details of your complaint. I have passed this on to our escalations team to review and they will be in touch with you. 

  Customer Answer

  Date: 03/27/2024

   
  Complaint: 21490207
  
  I am rejecting this response because: this is the same type of email I get from your **************** as a way to disregard my issue and come up with no resolution. The facts, I have a broken washer, with three separate issues. You are only focusing on one of the issues and not repairing the other two I pay my Home Warranty on time every month and you are not honoring your portion of the agreement, I want a full refund of all money paid towards the Home Warranty since the beginning of the contract as you were in violation of your terms. Or a new washing machine.
  
  Sincerely,
  
  ***************

  

  Business Response

  Date: 04/10/2024

  Thanks for your response *****,

  I can see my colleague ***** is in active communication with you, and that the original denial of your claim was over-turned as part of the additional review and that a concession to cover laundry costs was offered on 4/1, but declined. We are working with our service provider to schedule the repair, now that the parts have been received. With regards to the other issues, ************** advised (3/28 and 4/02), that there were no additional issues when inspecting the unit. The tech confirmed that there were no issues with the display while onsite.

  Customer Answer

  Date: 04/10/2024

   
  Complaint: 21490207
  
  I am rejecting this response because:
  Your company emailed me and TOLD me a date and time when your technician would be coming, without checking with me or my wife. I arranged for someone to be home during the window you provided, and nobody showed up, or called. Very professional. This matter has been handled Abysmally. I havent had a working washing machine in months. You offered $100 laundry credit for a months worth of a broken washer, that is a joke. No I dont accept that. You guys should replace the washer which would cost less than the repairs with parts and labor. And be much quicker. 
  
  Sincerely,
  
  ***************

  

  Business Response

  Date: 04/15/2024

  Hi *****, 

  If you had an issue with a missed appointment, please share details with the Super Executive Escalations Team handling your claim, including the date and time, and we will look into this.

  As per the email communication sent today, we will await clarification to move forward with the cash-in-lieu processing. 

   

• Initial Complaint

  Date:03/09/2024

  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.

  I submitted a plumbing claim clearly covered by policy, and I received no response to multiple emails and calls. The Super servicer did not check the relevant pipes or open the well head, andwhen I paid for somebody else to do sothe servicer agreed it was covered. The claim was denied, and the company has ghosted me ever since. I am not sure they are even operational anymore, yet my coverage applies for one year. This is my only claim this year.To summarize:servicer did not examine issue, recommended specialist specialist found issue that was covered by policy, and servicer agreed claim denied with no reason no response to receipts no response to calls This is a bad business practice.

  

  Business Response

  Date: 03/18/2024

  Hi ****************** sincerely apologize for the delay and challenges you've faced in getting this claim resolved, I can confirm that today a reimbursement check to cover the cost of the work has been processed and will arrive this week. Someone on my team will reach out via email as well to confirm 

• Initial Complaint

  Date:03/08/2024

  Type:Customer Service 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.

  For several years, I've been a satisfied customer of ********************** ******** Services, often recommending them to friends and family. However, my recent experience has been extremely frustrating and disappointing. Despite my efforts to escalate the issue internally, my requests for assistance have fallen on deaf ears.Since November, I've been trying to get my oven repaired. Initially, everything seemed normal with the appointment confirmation and the tech's visit. However, after the visit, I was informed that a part needed to be ordered. I waited patiently for a whole month before asking about the status of the repair. To my surprise, I received an update on a claim for another customer instead of mine. When I brought this to their attention, Super told me that the part for my oven was on back order and promised to follow up with the service provider. After waiting for over a week with no response, I contacted them again, only to be assured that they would check with the service provider and get back to me. It took almost another week of me calling for Super to say that the part would be in later that week.After numerous calls to Super and weekS of waiting, the tech finally returned with the part to fix the oven, only to say ANOTHER part was needed. This ongoing ordeal has caused significant inconvenience, as I've had to rearrange my schedule to accommodate the technician's availability and spend extra time and money to offset the stoves current functionality. The last correspondence I received regarding the second part was on 2/21/24, stating that they were still working on the claim for review. Why? It's going on 4 months! I'm exhausted but refuse to concede to this level of service that I pay for monthly and have served as a referral base for on several occasions. Im looking for help. While Super Home ******** Services has previously provided satisfactory service, this recent claim has been a nightmare, and I wouldn't wish this experience on anyone.

  

  Business Response

  Date: 03/18/2024

  Hi there ********, I work for the escalations department, and have today tasked my team with reviewing your claim. Someone will reach out to you within 48hrs. Please accept my sincere apologies for the difficulties faced in getting a resolution for this claim. 

  Customer Answer

  Date: 03/19/2024

   
  Complaint: 21403933
  
  I am rejecting this response because: I find it odd and disingenuous that within days of filing this complaint, I not only get a barrage of messages from Super with recaps of the ordeal that Im already aware of and promises to help me move forward, I get the tech to come out and actually complete the repair (after calling me and asking if I could be home within the next 1.5 hrs), AND the cherry on the top was the $75 that Super had the audacity to charge. I need to check my bank records because Im sure I already got charged $75 up front when I requested the service back in November. If so, those credits, if not more, are definitely in order. Again, the fact that everything moved lightening fast after this complaint, along with all the documentation of support, seems oddly ironic and insulting. As I mentioned before, weve used Super on previous claims and they were fine. I wish they would just accept accountability for the fact that this claim was simply not handled well. 

  

  Business Response

  Date: 03/27/2024

  Hi ********, I wanted to confirm that the reason this moved quickly since filing the complaint is that it went to a different internal team who focus solely on resolving and reviewing issues of customers who have an escalated case. We want to ensure this is resolved for you. I have reviewed the charges to your account, and can confirm I see one service fee for $75 charged on 28th November. For any recall visits within 60 days for the same issue for any Super customers, no additional service fee would be charged. 

  Customer Answer

  Date: 04/02/2024

   
  Complaint: 21403933
  
  I am rejecting this response because:
  of the level of service with failed communication and assurances, and the fact that it took months to resolve - after escalating to BBB. Super is correct. I was only billed the $75 fee once. However, that needs to be refunded because it doesnt even begin to offset the inconvenience and extra money spent from having to eat out more frequently for roughly four months. The $75 was deducted from my bank account in a timely manner. The level of service should have been delivered in an equally, if not reasonably, timely manner but it wasnt. Were the accountability? 

   

  

  Business Response

  Date: 04/09/2024

  **** ending in 5696 will be refunded with $75. 3-5 business days
  

  Customer Answer

  Date: 04/09/2024

  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********. Although Im disappointed that they didnt outwardly accept accountability for how this claim was handled, I agree to accept the the minimal term of refunding the $75 fee. 
  Im tired.

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