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Frequently Asked Questions

Why Super?

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What is Super?

Super is a subscription service that provides care and repair for your home. We cover breakdowns and provide a concierge service to manage the logistics of all your home service needs. We also help you prevent problems with our in-depth maintenance schedule and the option to have Super do the routine stuff for you.

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Why choose Super?

Super is committed to providing premium service quality for your home. We partner with the best local servicers to deliver quick and effective home repair and maintenance at a predictable cost, using technology to take the hassle out of homeownership.

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Why do I need a Super subscription?

Breakdowns in the home can be expensive and unbudgeted. With a Super subscription, you can more easily budget for repairs. A subscription brings you added value in that you receive all covered repairs for one price, and you get the added convenience of automatic payment.

About the Subscription

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What appliances and systems are covered?

All of our plans include coverage for your:

  • Clothes Dryer
  • Clothes Washer
  • Dishwasher
  • Built-in Microwave
  • Range, oven, and cooktop
  • Refrigerator / Freezer

Our Whole Home and Premium Home plans also include coverage for your:

  • Air Conditioning
  • Ductwork
  • Electrical System
  • Exhaust Fan
  • Garbage Disposal
  • Heat System / Heat Pump
  • Plumbing
  • Trash Compactor
  • Water Heater
View plan details
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When can I request service?

Immediately. We will coordinate a high quality service or repair through our Concierge service as soon as you become a member. Coverage for repairs or replacement on covered appliances and systems begins thirty days after you purchase your subscription.

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How often can I schedule service?

There is no cap to the number of service appointments you can schedule with Super. We're here to help you care for your home, whether you prefer annual check-ups or monthly maintenance.

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Do you cover pre-existing conditions?

Yes, we do cover unknown pre-existing conditions. However, we are not able to cover known pre-existing conditions; for those, we are happy to arrange for a high quality servicer to complete repairs at a reasonable price after you purchase your subscription.

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Are secondary appliances or systems included in coverage?

Our subscription plans include coverage for one unit per category (e.g. one refrigerator, one HVAC) because the likelihood of a breakdown in both units in a particular category the same year is extremely small. If you would like to include additional units, please contact our customer experience team.

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What is a maintenance walk through?

Our Whole Home and Premium Home plans include an optional maintenance walk through. During the walk through, your pro will share maintenance tips and gather make, model and serial numbers from your covered appliances and home systems. This is not an inspection or repair, but will help us arrive with the right parts, tools and expertise in the event of breakdowns.

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Does Super cover maintenance?

We'll let you know when it's time to clean those refrigerator coils and drain your hot water heater, or you can have us do it for you. Submit a concierge request and apply Service Rewards to help offset the cost.

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Can my plan be transferred if I sell my home?

If your property changes ownership during the coverage period, coverage may be transferred by calling us at 844-99-SUPER.

Service Visits

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How do I submit a repair request?

You can schedule an appointment or submit a repair request online or via mobile at hellosuper.com, or give us a call at 844-99-SUPER.

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Do you offer 24/7 support?

Our customer experience team is on hand to answer all of your questions and coordinate service Monday through Friday, 8:00 AM to 7:00 PM. You can also schedule an appointment or request service online at hellosuper.com. In the event of an emergency outside of normal business hours, subscription members can call (415) 445-2109 for immediate assistance.

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When will my repair take place?

Repair services are available Monday through Friday during regular business hours, except holidays. An additional expense may apply for weekend, holiday and evening service.

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How do you select the pros sent to my home?

We work with high quality providers and consistently track delivery metrics to send you the right help for the right job. Our customer experience team also monitors for appropriate licensing and insurance, extensively reviews the online reputation of our servicers, and follows up to make sure you are consistently satisfied.

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Why choose a Super pro?

Our top priority is to connect our members with high quality servicers at an honest price. When you schedule service with Super, you can rest assured that we've put forth what we consider to be your best option. Super saves you the hassle of sifting through endless reviews and playing phone tag, and works with you to meet your needs.

With Super, you'll have access to discounts not normally available to individual homeowners thanks to our bulk buying power. We're also happy to accommodate your preferred level of involvement in a job. For example, we're open to partnering with service providers you have worked with for years. Let us know how we can best serve you.

What if it can't be fixed?

If your covered appliance or system can't be repaired, Super will provide a replacement of like kind and quality or write you a check. We also cover costs associated with the removal and disposal of your old machine.

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How does the co-pay work?

Your co-pay is charged to your account at the beginning of your appointment. The co-pay amount is the same regardless of how much time a pro spends at your house.

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Is there a limit to the number of breakdown incidents I can claim?

There is no cap on the number of breakdown incidents you can claim, but all claims are subject to coverage limits.

View breakdown coverage limits by category
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Are coverage limits aggregated or per category?

Appliance and home system coverage limits are applied per category and are aggregated over the course of any 12 month period for Appliance and Whole Home plans. All claims are subject to a $15,000 aggregate limit during any 12 month period for Premium Home plans.

View breakdown coverage by appliance or system type
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Are claim limits annual?

Yes, coverage limits are cumulative within any 12 month period. All claims combined are subject to a $10,000 aggregate limit during any 12 month period.

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How does Super determine what is covered?

Coverage shouldn't come as a surprise. We believe in transparency -- so if you are into the nitty-gritty, you can read our full terms of coverage here. If you'd prefer to speak to someone, you can call our customer experience team at 844-99-SUPER, and they will answer any questions you may have about your coverage.

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Can I have an item repaired without contacting Super first?

Super will not cover repairs or replacements coordinated without us.

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How does Super's subscription differ from a home warranty?

Traditional warranties provide minimal coverage and service because they are designed to protect your home purchase, to make sure you didn't buy a lemon. Super is a subscription service designed for the entire lifespan of your home, helping you not only fix problems when they occur, but also to help you maintain your home to prevent problems from happening. We've removed common exclusions, such as unknown pre-existing conditions. We use mobile technology to monitor service quality and give you more transparency into the service process. Most importantly, we provide a higher level of service to our customers by working with a different network of service providers. We also coordinate other home services to help you with everything from gutter cleaning to installing a new ceiling fan.

Concierge and Service Rewards

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What services can I book through Super's concierge?

Super's concierge can do anything a superintendent would do. While we can't plan your next home remodel, examples from the concierge service include:

  • Handyman services
  • Electrical services
  • Gutter cleaning
  • Window cleaning
  • Plumbing services

Submit your request online and a member of our customer experience team will get back to you in record time with pricing and availability.

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How do Service Rewards work?

Service Rewards can be applied to any maintenance or concierge service scheduled through Super.

Earn $100 in Service Rewards each time a friend signs up for Super using your unique referral code (referred friends get $100 too!). Service Rewards cannot be applied toward a co-pay.

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Do Service Rewards roll over?

Quarterly service rewards expire every three months and referral Service Rewards expire after one year.