I am filing a complaint against Super…
I am filing a complaint against Super Home Warranty regarding the handling of a furnace and HVAC installation claim and what I believe was a dismissive and misleading response to legitimate concerns involving permitting, code compliance, and system sizing issues. Super arranged for the installation of a new HVAC/furnace system at my home in Fairfax County, Virginia. After the installation, I began experiencing serious humidity problems throughout the house that did not exist prior to the replacement. On July 24, 2025, I notified Super in writing that: Indoor humidity levels were remaining in the mid-60% range and often climbing into the 70% range. At times, indoor humidity levels were nearly the same as outdoor humidity. The house would cool, but would not properly dehumidify. This issue did not exist prior to the new installation. I also informed Super that I contacted the installing company directly and was told: The new unit installed was larger than the previous unit. No Manual J load calculation had been performed to determine whether the larger system was appropriate for the home. The contractor stated they “only installed what Super provided.” An improperly oversized HVAC system can short-cycle, cool too quickly, and fail to properly remove humidity from the air, creating ongoing comfort and potential moisture issues inside the home. I further advised Super that I had already contacted customer service previously and was told someone would call me back, but no one ever followed up. In addition to the humidity concerns, I later raised concerns regarding permitting and code compliance associated with the installation. Super repeatedly stated that: Multiple providers inspected the unit and confirmed the installation met standards. Neither Super nor the contractor was “required” to pull a permit. If I wanted a permit pulled, I could do so myself at my own expense within one year of installation. I independently contacted Fairfax County code enforcement and was informed that gas work in Fairfax County requires the contractor performing the work to pull the appropriate permit. Despite this, Super continued to insist that neither they nor their contractor were responsible for permitting. My concerns are not about Super paying for “code upgrades.” My concerns are: Whether unpermitted gas work was performed. Whether the installation complied with local code requirements. Whether the HVAC system was improperly sized. Whether required engineering/load calculations were ignored. Whether consumers are being misled regarding permitting responsibilities. Whether Super is using third-party contractors who are failing to comply with local regulations and accepted HVAC installation practices. Rather than addressing these concerns substantively, Super repeatedly sent nearly identical canned responses and ultimately informed me that: “This claim is permanently closed. Super will be taking no further action.” I believe this reflects poor customer service, a failure to properly investigate legitimate safety and performance concerns, and an unwillingness to take responsibility for work coordinated through their warranty network.