ComplaintsforSuper.com

• Initial Complaint

  04/11/2024

  Complaint Type:

  Customer Service Issues

  Status:

  Answered

  More info

  every time I call a customer service to ask hire the credit rebuilding works I get hung up on, this seems to always happen when calls arw outsourced offshore not beneficial to customers its like they don't comprehend English. Very improfressional. they they need yo be reprimanded..TELL ME HOW THE SERVICES WORK

  

  Business response

  04/13/2024

  Hi *******,

  Thank you for bringing this to our attention. Thank you for sharing your recent experience with our Support team. Your feedback is invaluable to us, as it guides our continual improvement and growth.

  The Super Pay Secured Card is specifically designed to help individuals like yourself establish or rebuild their credit history. Unlike traditional credit cards, a secured card requires a security deposit as collateral, which determines your credit line. This collateral provides a level of security to the credit card issuer and allows us to offer credit to individuals with limited or poor credit histories.

  You can improve your credit simply by using your Super Card to make everyday purchases. Well report all your account activity to the credit bureaus every month so you can make stable progress without even thinking about it. You can also use the Super.com app to check the progress of your credit score!

  Please note, its possible that youll see a temporary decrease in your credit score at first. Because your Super Card is a secured card, its technically considered as a new line of credit. But dont worry, your score will recover once youve established a positive payment history.

  Super.com will report your activities to Transunion, Experian, and Equifax. Impact on your credit *** vary, as credit scores are independently determined by credit bureaus based on a number of factors including the financial decisions you make with other financial services organizations.

  If you have any questions, please don't hesitate to contact our Support team by calling *****************, Monday-Friday from 8 AM to 7 PM EST. Alternatively, you can also email us at email ********************.

  We trust this clarifies matters for you.

• Initial Complaint

  04/10/2024

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  On March 23, I booked a room with Super,com for one night in ******** to see the eclipse on April 7-8 and flew there. I paid for the room and it was confirmed. When I got to the airport, super.com contacted me and told me that my hotel was full and they couldnt find another hotel room in the whole city for me. My option was to cancel with a refund, I was upset, since they guarantee their bookings. I said sure whatever, and was very upset. When I got to ********, I went to the hotel that they originally booked for me and they told me that super, com cancelled my booking and they had no rooms!!! Well, I talked and begged, finally they put me in a substandard room for the night but I had to pay again for it. So I paid twice for the substandard room. When I have tried to get my refund from super.com, they told me that I denied the cancellation and refund. THAT IS A LIE. Now they will not refund my $145. They will not talk to me. I cannot call them nor does their chat attendants accommodate at all.

  

  Business response

  04/12/2024

  Hi *****,

  Thank you for bringing this to our attention. We understand you might have reservations about our services, but we can assure our credibility is affirmed by our features in many reputable publications.

  We understand the challenges you faced with your reservation, and we apologize for any inconvenience caused. We want to acknowledge that as a third-party booking site, unforeseen incidents in the travel industry may occur beyond our control.

  Despite these challenges, our dedicated Support team was able to address and resolve the issue. by issuing you a full refund back to your original method of payment. It usually takes 3 - 5 business days to reflect. Processing times depend exclusively on the bank; therefore, you must reach out to them for an exact timeframe.

  We value your feedback, and as a demonstration of our commitment to continuous improvement, we're delighted to offer you a credit to your account. This gesture is aimed at transforming your negative encounter into a positive opportunity for a ***********. The credit is already available for your use.

  We trust this clarifies matters for you.
  
  

  
  

• Initial Complaint

  04/08/2024

  Complaint Type:

  Product Issues

  Status:

  Resolved

  More info

  (B_13242838 )***** wont refund my money because they told me to do a charge back which was denied by my bank. I see in the complains here they tell everyone to do charge backs then blame them for doing charge backs SCAM!! Look at photo attached as it is proof they tell people to do charge backsSTILL HAVE NOT RECEIVED REFUND

  

  Business response

  04/09/2024

  Hi *********,
  
  Thank you for bringing this to our attention. We regret to learn about the challenges you've faced with your reservation. We understand that you've initiated the chargeback process, indicating a dispute with your bank or payment provider. At this point, our ability to intervene or take further action is limited.
  
  Our dedicated Chargeback team is actively involved in collecting all relevant documentation and will proceed to submit it to the card processor for mediation. Going forward, any updates or resolutions regarding this matter must be pursued through your financial institution.
  
  We appreciate your understanding in this process, and if there are additional details or documentation needed from our end, our Chargeback team will collaborate with your financial institution to ensure a thorough review of the case.
  
  Thank you for your patience and cooperation in resolving this issue.
  
  

  Customer response

  04/11/2024

   
  Complaint: 21547481
  
  I am rejecting this response because:
  There is no active chargeback.
  Sincerely,
  
  *********************************

  

  Business response

  04/12/2024

  Hi *********,

  It's important to note that you've initiated the chargeback process for your reservation, indicating a dispute with your bank or payment provider. We want to bring to your attention that normally, at this point, our ability to intervene or take further action is limited. We have our dedicated Chargeback team who are actively involved in collecting all relevant documentation and will proceed to submit it to the card processor for mediation. Any updates or resolutions regarding for this booking where a chargeback has already been filed must be pursued through your financial institution.

  As our primary goal is to ensure the satisfaction of every customer, our Support team did their best to secure the request for a complimentary cancellation on your behalf. We are committed to helping you within the scope of our policies. In this case a full refund was processed back to your account, and it usually takes 3 - 5 business days to reflect. Processing times depend exclusively on the bank; therefore, you must reach out to them for an exact timeframe.

  We trust this clarifies matters for you.

  Customer response

  04/12/2024

  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.
  Your corporate team reached out to me after 3 weeks thank you.
  Sincerely,
  
  *********************************

• Initial Complaint

  04/08/2024

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  As you can see from the documentation I submitted, we reserved a room through Super.com at America's Best Value Inn for $85.49 on October 27, 2023. When we arrived they did not have a room for us. So, that same night we had to book another room through Super.com, which was at Quality Inn and Suites in Coldwater for which we were charged $172.25. Super.com can clearly see that we paid for 2 hotels on the same night. When I called their customer service representative he told me they would send us a refund as soon as we submit an invoice from the hotel we stayed at (not the one that didn't have a room for us) by uploading it at **********************************************************, which I did. You can see the exchange of emails that then ensued. ****** then refunding me, they told me that I did stay at the hotel. When I questioned which hotel they are referring to, they stopped responding to my emails. Super.com has all the documentation they need in that they have 2 charges for 2 hotels on the exact same night. I am MOST concerned about the deceitfulness involved. They are taking reservation payments for rooms that aren't even available and not taking responsibility for it.

  

  Business response

  04/09/2024

  Hi *****,
  
  Thank you for bringing this to our attention. We understand the challenges you faced with your reservation, and we apologize for any inconvenience caused.

  
  In the dynamic travel industry, unforeseen situations may arise that are beyond our control as a third-party booking site. Despite these challenges, we are committed to minimizing any negative impact on our valued customers.
  
  Our Support Team was able to address and resolved the issue. Regarding to your reservation at ******************************************** we confirmed at the hotel Front Desk who mentioned that you were able to use the reservation. Please note that your reservation was made for a non-refundable booking, which limits our ability to modify or cancel it, since the booking was utilized, we cannot issue a refund.
  
  We hope we have clarified your doubts and concerns.

• Initial Complaint

  04/08/2024

  Complaint Type:

  Billing Issues

  Status:

  Answered

  More info

  Fraudulent charge from Super.com hotels listed on my credit card statement. I called and asked to speak with someone to resolve the issue or get further details about the origin of the charge and was refused the right to speak with billing or the customer agent's immediate supervisor

  

  Business response

  04/09/2024

  Hi ******,

  Thank you for bringing this to our attention. We genuinely appreciate you taking the time to provide us with your feedback, as this is how we learn and grow.

  Since we're unable to locate your booking based on this review, we kindly request you to select the 'Chat with us' option within the Help and Support section of your Profile. Our dedicated live agents will be available to furnish you with the contact details of our Corporate team.

  This will enable them to investigate your situation thoroughly and establish direct communication with you.

  For instances that you see a fraudulent charge on your card, the best course of action is to alert your bank right away to file a fraud chargeback.

  We appreciate your understanding in this matter.

  Customer response

  04/09/2024

   
  Complaint: 21546717
  
  I am rejecting this response because the resolution provided is not acceptable. I attempted to contact customer care and explain that there is no booking under my name because I have not ever attempted to make a reservation with super.com. It is apparent that super.com customer support is unwilling to understand the nature of the complaint and refused to speak with me when I had their customer service department on the phone. The problem is with the poor customer service I received when attempting to come to resolution with the issue. I have already contacted my financial institution and disputed the charge, however, I should have been able to discuss with super.com prior to escalating to this point. 
  
  Sincerely,
  
  *******************************

  

  Business response

  04/09/2024

  Hi ******,

  We are sorry to hear about your most recent experience with our Support team. We genuinely appreciate you taking the time to provide us with your feedback, as this is how we learn and grow.

  We tried our best to check if you have any reservation with us through the given information, however, no booking was found on our end. Since we're unable to locate your booking based on this review, we kindly request you to select the 'Chat with us' option within the Help and Support section of your Profile. Our dedicated live agents will be available to furnish you with the contact details of our Corporate team.

  This will enable them to investigate your situation thoroughly and establish direct communication with you.

  We appreciate your understanding in this matter.

• Initial Complaint

  04/08/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  I am an attorney licensed in PA and NY. I booked a reservation in early November through super.com and have been charged $14.99 for six (6) months for some nonsensical "membership plus" program. I did not sign up for this and when I called regarding the issue, I was on hold for over thirty (30) minutes with no resolution. I am working with my bank on filing disputes, however, I want to be reimbursed the full $89.94. Super.com has three (3) business days to resolve this or I'm filing in small claims. From the other complaints, it seems I am not the only victim. Maybe a class action is appropriate?

  

  Business response

  04/09/2024

  Hi *******,
  
  Thank you for bringing this to our attention. It's possible that you inadvertently signed up for the Super+ membership. We cannot automatically sign you up.
  
  The membership does come with various benefits, including Cash Advance, Credit building, and up to 10% Cashback on travel. However, if you've decided not to continue with the membership, we are more than willing to process a refund, as our primary goal is to ensure our customers' satisfaction.
  
  To initiate the cancellation process you can simply follow the steps in this Helpdesk article: ****************************************************************************************************************
  

  We're here to assist you in the best way possible.

  Customer response

  04/10/2024

   
  Complaint: 21545635
  
  I am rejecting this response because: looking at the other complaints on the BBB website, inadvertently signing up is not a real response. Can you please tell me the agent that I can serve, ** taking this to litigation. 
  
  Sincerely,
  
  ***************************, Esq.

  

  Business response

  04/12/2024

  Hi *******,

  Thank you for bringing this to our attention. You may have accidentally signed up for our optional Super+ membership program during a reservation process. We cannot automatically sign you up. The membership does come with various benefits, including Cash Advance, Credit building, and up to 10% Cashback on travel. However, if you've decided not to continue with the membership, we are more than willing to process a refund, as our primary goal is to ensure our customers' satisfaction.

  To initiate the cancellation process you can simply follow the steps in this Helpdesk article:
  *****************************************

  We've checked our record and see that your membership has been successfully cancelled last April 08, 2024. The full refund for your six months membership was processed back to your account, and it usually takes 3 - 5 business days to reflect. Processing times depend exclusively on the bank; therefore, you must reach out to them for an exact timeframe.

  
  If further assistance regarding your membership is needed, you can contact our dedicated team. at ***************** available Monday through Friday, from 8 AM to 7 PM, EST, or by sending an email at email ********************.

  We're here to assist you in the best way possible.

  Customer response

  04/12/2024

  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.  However, I feel as though I was only taken seriously because Im an attorney. If anyone on the BBB site sees this and wants to know how to get ALL of their money back from this fraudulent company, just threaten small claims. Or contact me and Ill attempt to aid with resolution. 
  
  Sincerely,
  
  ***************************, Esq.

• Initial Complaint

  04/08/2024

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  I made a reservation at a hotel on March 7th 2024 for a la Quinta inn located in *********** ********** the city that I reside in upon paying for this hotel through this third party that claim to have a discounted rate, I noticed that my reservation was for ****** ***** and I live in *********** and I expected to go to my hotel room directly after I made the reservation when I got to la Quinta inn in *********** they told me that my reservation was not there but actually was in ***** so when I contacted super.com they told me that it was non-refundable and that they could not change anything about the reservation. When I contacted super.com the middleman that I used to get this so-called discounted hotel room they told me that it was not refundable non-transferable and there was nothing that they could do about it. After adamantly requesting to speak to a supervisor I finally was able to receive a call from a supervisor that told me that I had to go to la Quinta inn myself in ***** and get a handwritten letter saying that they approved my refund even though they never got my credit card information . After they made a mistake of booking my hotel in ***** instead of ********** where I reside they wanted me to get a handwritten letter from this company then wait another additional 10 days or so before they could negotiate and find out what kind of refund I can get when all they had to do was just refund my money they know that I didn't stay in the hotel and I really don't feel it's my job to do all that footwork I think that they should be the ones contacting the hotel and getting whatever authorization or whatever they claim that they need which I think is complete hogwash anyway they want me to do the footwork for them and I have a job I don't have time to do this they need to do it because it's not my job and the famous words of Mac Dre

  

  Business response

  04/09/2024

  Hi ********,
  
  Thank you for bringing this to our attention. We are sorry that you had trouble with the cancellation of your stay. Please note that your reservation was made for a non-refundable booking, which limits our ability to modify or cancel it without the hotel's approval.
  
  Exceptions to this policy can only be made if the accommodation itself agrees to amend the reservation.
  If you have engaged in any direct communication with the accommodation, through written correspondence, kindly ensure that you gather all relevant details, including the staff member's name and position who approved your request.
  
  Once you have received approval, please initiate a cancellation, by visiting: go.super.com/amend and following the prompts.
  
  We hope we have clarified your doubts and concerns.

• Initial Complaint

  04/06/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  Booked with them for my daughter's birthday. Site booked the wrong date. Called to modify the date. Was told I could pay $30 to modify and that someone from super.com would call the hotel to adjust the date. Sat for 2 hours, no one called. I was told it was sent to the "amendment department" which doesn't exist. Sat for another hour still no call. Hotel canceled the reservation because they were full. Called back they refused to let me speak with a supervisor. Was told calls cant be transferred to supervisors. Was told it could be 1-3 hours for a supervisor to call. Again no one called. Received an email that someone would be contacting the hotel shortly. Still no call. I'm out $106 and it's my daughter's birthday.

  

  Business response

  04/07/2024

  Hi ******,

  Thank you for bringing this to our attention. We completely understand how important it is for every aspect of your travel to align perfectly with your plans. It's worth noting that once a reservation is made through us, we are unable to modify the dates, as these are set based on your initial search criteria. 

  To ensure a smooth travel experience, please take a moment to verify all your booking details, including dates, location, and price, before finalization. It's also beneficial to review our cancellation policy, so you're well-informed about your options if changes are needed.

  Please note that your reservation was made for a non-refundable booking, which limits our ability to modify or cancel it without the hotel's approval.

  In the meantime, as we are committed to resolve this for you, our Support Team will reach out to the hotel to try if we can obtain a favorable outcome on your behalf. They will follow up with you as soon as possible.

  We hope we have clarified your doubts and concerns.

• Initial Complaint

  04/05/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  We had been double booked and charged for the same week b_13574511. We initially asked our hotel to modify the dates which they had no problem doing but since we had booked through super.com, they could not physically change the dates themself. So I called super.com and have been thrown in circles for 2 weeks now. Ive been told several different things from several different people from super.com with nothing leading to a resolution. I originally wanted to modify my dates but since they "cant" do that, I opted for a refund, which now has to be approved that could take up to 3 weeks. This has been such a time consumer and inconvienence. Super.com has the most unproffesional and worst customer service I have ever dealt with in my life. My hotel even spoke to them directly and couldn't get a resolution from them. Super.com stole my money and won't do anything to fix it.

  

  Business response

  04/06/2024

  Hi ****,

  Thank you for sharing your recent experience with our Support team. Your feedback is invaluable to us, as it guides our continual improvement and growth.

  We completely understand how important it is for every aspect of your travel to align perfectly with your plans. It's worth noting that once a reservation is made through us, we are unable to modify the dates, as these are set based on your initial search criteria.

  To ensure a smooth travel experience, please take a moment to verify all your booking details, including dates, location, and price, before finalization. It's also beneficial to review our cancellation policy, so you're well-informed about your options if changes are needed.

  Please note that your reservation was made for a non-refundable booking, which limits our ability to modify or cancel it without the hotel's approval. Exceptions to this policy can only be made if the accommodation itself agrees to amend the reservation.

  We've checked our records and see that our Support team is currently working to resolve this as soon as possible. They are trying if we can obtain an exception for cancellation request. They will follow up with you as soon as possible.

  We appreciate your understanding in this matter.
  
  

  
  

  Customer response

  04/06/2024

   
  Complaint: 21538044
  
  I am rejecting this response because:
  I was charged twice for the same week. I witnessed my hotel speak directly with your agent multiple times, sent the documents requested, and nothing has been done to resolve this matter. You double charged me, stole my money, and refuse to issue a refund to make things right. We are being scammed and this company needs to be under investigation for fraud. You will not provide me with any details of my case or direct line to follow up. You cannot withold money when items and/or services were not provided. 

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

  

  Business response

  04/08/2024

  Hi ****,

  Thank you for sharing your recent experience with our Support team. Your feedback is invaluable to us, as it guides our continual improvement and growth.

  We understand you might have reservations about our services, but we can assure you that we are a reputable and genuine company. Our credibility is affirmed by our features in esteemed publications such as the **************** Forbes, New *********** SmarterTravel, Conde Nast Traveler and dozens of other press outlets.

  We completely understand how important it is for every aspect of your travel to align perfectly with your plans. It's worth noting that once a reservation is made through us, we are unable to modify the dates, as these are set based on your initial search criteria.

  Reservations are made based on your search criteria. To ensure a smooth travel experience, please take a moment to verify all your booking details, including dates, location, and price, before finalization. It's also beneficial to review our cancellation policy, so you're well-informed about your options if changes are needed.

  Please note that your reservation was made for a non-refundable booking, which limits our ability to modify or cancel it without the hotel's approval. Exceptions to this policy can only be made if the accommodation itself agrees to amend the reservation.

  We are committed to helping you within the scope of our policies. In this case, we were able to coordinate with the hotel and a full refund was processed back to your account, and it usually takes 3 - 5 business days to reflect. Processing times depend exclusively on the bank; therefore, you must reach out to them for an exact timeframe.

  Your experiences mean a lot to us, so as a token of appreciation, we would like to offer you a credit to your account, so you can use it for a future stay. It is already available to use.

  We appreciate your understanding in this matter.

• Initial Complaint

  04/05/2024

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  On April 1 I booked a hotel room advertised as fully refundable. I paid the extra fee that was required to make sure its refundable. Booking number B_13635014 I attempted to cancel within an hour of booking bcecause I realized my flight was rescheduled for later in the day and I do not need to stay at a hotel after all. The day of the reservation I got sick and was refused a refund again.I received an email stating that the booking is not refundable due to a page of small print which is unheard of in the hotel business. A refundable booking is refundable everywhere else (and not just because someone died but because it is booked as refundable). At the phone number provided for the business nobody picks up (for hours on end on a weekday during business hours). When I finally talked to a representative whose accent I could barely understand, I was told they could not transfer the call to a supervisor. This is a company of scammers taking peoples money via false advertising and a bait and switch approach.

  

  Business response

  04/06/2024

  Hi *****,

  Thank you for bringing this to our attention. We understand you might have reservations about our services, but we can assure our credibility is affirmed by our features in many reputable publications.

  Regarding your booking, it's essential to differentiate between the type of reservation selected. You have chosen a Non-refundable rate, which comes with a more restrictive cancellation and refund policy. However, you have the option to extend this policy to make it more flexible, which allows for refunds under specific conditions. Please note that the additional fee paid for this policy extension is non-refundable.

  When booking a flexible rate, you are *********** a full refund if you cancel within the grace ******* On the other hand, the Non-refundable rate offers a discounted price in exchange for a stricter cancellation policy. When you choose to enhance this cancellation policy for added flexibility, the upgrade cost is understandably non-refundable.

  For a comprehensive understanding of our reservation policies, we recommend reviewing the Terms & Conditions on our website. You can find more information about the Enhanced Refund policy by visiting the following links:
  ***************************************************************************************************
  **************************************

  We hope this clarifies the reservation policies for you.

*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. ↩