Super (hellosuper.com)

I requested a pre season HVAC tune up. HVAC tune-ups are planned maintenance for your heating, ventilation, and air conditioning systems. A tune-up involves a comprehensive cleaning of condenser coils, and an evaluation of the refrigerant level to ensure peak operating performance. The tune-up checklist also includes lubrication of all moving parts, changing of air filters and thermostat testing and settings review. These are just a few of the standard checks that should be carried out by a qualified HVAC technician. But not according to Super Home Warranty. They think a tune up is only the inspection of the unit to tell me what I need to have done. HVAC guy went up on my roof, spent 10 minutes at most came down and showed me a photo of my coils and informed me, this is not part of the tune up process and wanted to charge me $250 just to clean the coils.

I have had Hello Super for several years. But their annual fees have really increased and the amount of time to resolve repairs has become much slower. I had a complaint about a broken icemaker in a refridgerator turned in April 27. The technician diagnosed it as needing a new icemaker which took over 3 weeks to be approved and scheduled to be installed. It turned out that wasn’t the issue, it was a computer part telling the icemaker it was full when it wasn’t, so that part needed to be ordered. It’s now 5 weeks since my initial complaint, the installer does not pick up the phone and their answering machine is full, and Super also does not pick up their phone. Since they are charging a premium price compared to others, their service should be better. Being unable to get anyone on the phone to tell me when it can be fixed is a problem. I have recommended them in the past to others but they need to work on service issue resolution…if there’s a problem with a repair they should be calling me every day to tell me when that part is coming in and setting it up to be fixed instead of just leaving me in the dark.

I setup an appointment through their app. I was given an appointment a week later. I called the servicer directly and they had an appointment 2 days out. I couldn't get that appointment even after I called Super and told them 1 week was too long. Someone finally came after 1 week, diagnosed the issue, and left without fixing my washer. I was told he has to order the part which wasn't ordered until three days later because it takes time for the servicer to submit the repair for approval and Super had to approve. The part didn't come until a week after approval, and once the part came, the servicer gave me an appointment 3 days out. The servicer finally came, installed the part, and left. Once I tried using the washer it didn't work. After calling Super, I now have to go through the same process, wait for the servicer to submit for approval, order another part, wait for the part, and an appointment to come again. It's been almost a month with no resolution.