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:01/02/2025

  Type:Product 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.

  On October 24th I booked a King deluxe room through Super.com at a super8 location in *******. I enjoyed a deluxe room with jacuzzi. I rebooked the same deluxe room for December 30th. I called the hotel to confirm my booking, I was told it is a standard king room.Super.com support tell me this is not a jacuzzi room. And that when they contacted the hotel it is listed as a deluxe room now. They can not offer any difference between standard and deluxe. I checked the official Wyndham site, this hotel has only two types of king rooms one with a jacuzzi and one without. They refuse to allow me to speak with me. I have been direct but polite in my communication. This is absolutely a bait and switch situation. Additionally, after contacting support the first time I was told I would be contacted by phone or email, 48 hrs later I received no contact.

  

  Business Response

  Date: 01/07/2025

  Hi ******,
  
  Thank you so much for reaching out and letting us know about your experience! We truly value your feedback and completely understand how frustrating unexpected challenges with your reservation must have been. While the fast-paced world of travel can sometimes throw a curveball, we're always here to support you and turn things around.
  
  After reviewing your case, we're happy to share that our dedicated Support team was able to resolve the issue by issuing a full refund. Were so sorry for any inconvenience this may have caused and deeply appreciate your patience and understanding along the way.
  
  Were here to make your future travel experiences even smoother, and we cant wait to have the chance to assist you again. Please dont hesitate to reach out anytimewere always happy to help!

• Initial Complaint

  Date:01/02/2025

  Type:Billing 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 was charged to my *********** a few months ago from Super Super. I asked the bank to cancel it and reported it as fraud. I do not even know who Super Super is. Now on 1/2/2025 I got a "credit reversal" so I decided it is time to report them.

  

  Business Response

  Date: 01/03/2025

  Hi *******,
  
  It looks like there was a ****** ***-up with your Super+ Membership sign-up, but no worries at allwere here to make everything right for you!
  
  Your security means everything to us. Our website is fully compliant with the ************************** Security Standards (PCI Compliant)the highest certification in the payments industry. Were committed to keeping things clear and transparent: charges are only processed for services youve agreed to, with your explicit consentno surprises, ever! If youre curious, you can review our Terms & Conditions for more details.
  
  Our Super+ Membership is packed with great perks like Cash Advance, Credit Building, and up to 10% cashback on travel. But we completely understand if its not the right fit for you right now, and thats perfectly okay!
  
  After reviewing your account, were happy to confirm that your membership was successfully canceled and refunded on November 27, 2024. Rest assured, there wont be any further charges.
  If you have any other questions or theres anything else we can do for you, please dont hesitate to reach out! Our friendly Support Team is here for youyou can give us a call at +1 ************** (8 AM - 9 PM) or chat with us directly through the app.
  
  Were always here to help and make your experience as smooth as possible.

• Initial Complaint

  Date:01/02/2025

  Type:Product 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 booked through SUPER.com and paid them. The hotel experience was so horrible the hotel agreed to refund my stay. I was told I had to get the refund through super. I contacted super and they told me I needed a letter from the hotel agreeing to the refund. I supplied the letter and I have had no response from super they ast like nothing ever happened and they can't give me a refund or just flat out refuse I don't really know since they do not communicate with their customers

  

  Business Response

  Date: 01/03/2025

  Hi Charles,
  
  Thank you so much for sharing your recent experience with us! Your feedback means a great deal to us and plays a vital role in helping us improve and provide the best possible service. We truly appreciate your patience and understanding as we work to assist you.
  
  At Super.com, we focus on making your booking process seamless and connecting you with great accommodations. However, the specific amenities and services during your stay are directly managed by the hotel.
  
  Our Support team is actively working on it. They reaching out to the accommodation and travel partner to thoroughly investigate this matter and negotiate a refund on your behalf. We’ll keep you updated every step of the way and work to find a resolution that meets your needs.
  
  Your trust and understanding mean so much to us, and we’re always striving to enhance the quality of our services. If there’s anything else we can do for you, don’t hesitate to let us know—we’re here to help!

  Customer Answer

  Date: 01/03/2025

  
  
  Complaint: ********
  
  
  
  I am rejecting this response because:

  I have talked to the staff at the hotel they said they refunded to the 3rd party, they have the money. The hotel did what was asked of them yet Super.com can not figure out how to give the money back to my credit card or they are just delaying until I give up so they can steal my money from me. I will not give up on the REFUND I am DUE. They have the money but they won't give it back to me, that is the response I read when I read the AI generated response we got from them. This is UNACCEPTABLE. Refund the money and this case is closed. Simple as that. I provided the letter from the hotel that they requested. Why can they not refund my money in a timely fashion? 
  
  
  
  Sincerely,
  
  
  
  Charles I*****

  

  Business Response

  Date: 01/04/2025

  Hi Charles,

  We completely understand how important this matter is to you. We’re here to provide some clarity and ensure you’re supported every step of the way.

  To provide a bit of context, your reservation was booked under a non-refundable policy. These types of bookings come with stricter terms and limited flexibility for modifications or cancellations. The details of this policy are clearly stated during the booking process and on the confirmation page.

  While we understand that the hotel may have approved a refund, it’s important to note that some of our travel partners enforce strict non-refundable policies.

  As a third-party booking platform, processing refunds for non-refundable reservations requires coordination and approval from both the hotel and our travel partner. Only after obtaining all necessary approvals can we proceed with the refund from our end.

  Please rest assured that we’re doing everything possible to advocate on your behalf. Our Support Team is actively working with the hotel and travel partner to request a complimentary cancellation and will keep you informed of any updates.

  Thank you for your patience and understanding as we navigate this process together. We’re committed to resolving this for you as quickly as possible.

  Customer Answer

  Date: 01/09/2025

  
  
  Complaint: ********
  
  
  
  I am rejecting this response because:

  I am still owed a refund and it has not been issued. The complaint is not satisfied until the money is returned to the rightful owner, me. Just making lip service to the complaint but not actually following through is not satisfying the complaint. Satisfying the complaint is returning what is owed me. The business refuses to do that and claims they are doing everything possible to advocate on my behalf. If they can't figure out how to refund less than $300 to a customer they should not be in business their business model does not work for consumers, it just serves to make the owner of SUPER.COM rich at the consumers expense and I for one will not stand for it. I will never use SUPER.COM for anything ever again and I would advise all consumers to avoid them and their scammy business practices.
  
  
  
  Sincerely,
  
  
  
  Charles I*****

• Initial Complaint

  Date:01/01/2025

  Type:Product 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.

  Dear BBB,I am filing a formal complaint against Super.com for false advertising, poor customer service, and misleading practices. My recent booking experience with their platform caused significant distress for my family.Super.com advertised a Double Superior room for 2 adults and 1 child, but we received a room with one bed and a sofaclearly not what was promised.Hotel: ****************************** ********* Dates: December *****, 2024 (2 nights)Room Type: Double Superior Total Cost: $383.33 (paid November 27, 2024, Visa)The room assigned to us was not the room we rented and it was in poor condition, with leftover food and used dental floss picks. When we reported this, the staff re-cleaned the room, but the process involved excessive bleach and took over 3 hours. The hotel manager informed us that the property was over capacity. He advised, anything related to our booking (room type) needed to be address with Super.com. My family, including a young child, waited in the lobby until nearly 12am. All this ruined our first night and left us emotionally and physically exhausted.Efforts to contact Super.com during our stay were fruitless due to long wait times and an unresponsive chat feature. After returning home, we called again on 12/29/24 8:56am, waited over an hour to speak to a representative, and spent ***** minutes explaining the situation. The representative refused to resolve the issue, and our request to speak to a supervisor resulted in being placed back in the queue for another hour. A 2nd representative, ***, told us the matter would be escalated and will call back in 1 hours, but no callback has been received.This lack of accountability is unacceptable. I am requesting the BBBs assistance in holding Super.com accountable for their false advertising and poor service. I seek a full refund and assurance that others wont endure similar issues.Thank you for your time. Sincerely,******* **** ************ *********************

  

  Business Response

  Date: 01/03/2025

  Hi *******,
  
  Thank you so much for sharing your recent experience with us! Your feedback means a great deal to us and plays a vital role in helping us improve and provide the best possible service. We truly appreciate your patience and understanding as we work to assist you.
  
  Wed like to address your concerns and clarify the situation. Our Support Team and Supervisors made every effort to assist you during the chat; however, it seems the chat got disconnected as we didnt receive a response from you. We completely understand how frustrating this might be and sincerely apologize for any inconvenience caused. Were here to ensure we get things back on track for you!
  
  Regarding your booking, weve double-checked and confirmed that your reservation was for a Double Superior Room, which includes one double bed. This information is clearly outlined on our website to ensure transparency.
  
  As your booking was non-refundable, changes or cancellations typically require approval from the hotel. If the hotel has agreed to make an exception, we encourage you to collect all relevant details, including the name and position of the staff member who assisted you. 
  
  Once you have received approval, please initiate a cancellation, by visiting: ********************************************** and following the prompts.
  We hope we have clarified your doubts and concerns.

• Initial Complaint

  Date:01/01/2025

  Type:Product 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.

  On multiple occasions I have attempted to contact this company via their website, their app, and their telephone number. I wish to cancel this membership and when following their directions no one will answer the phone to cancel the membership. Their directions say that you have to contact them through their phone number which they will not answer. I have waited for over 20 minutes for someone to answer the phone, no one answers, no further details on how long my wait is, and absolutely no response at all as to how to cancel this membership. I have tried this multiple times over the last 2 years and they will not cancel this membership. I want this membership canceled.

  

  Business Response

  Date: 01/03/2025

  Hi *****,
  
  Thank you for sharing your recent experience with our membership cancellation process. Your feedback is invaluable to us, as it guides our continual improvement and growth. 
  
  Were working to enhance our customer service experience, including faster response times and clearer communication. Your input helps us grow, and we truly appreciate you bringing this to our attention.
  
  Our Super+ Membership is packed with great perks like Cash Advance, Credit Building, and up to 10% cashback on travel. But we completely understand if its not the right fit for you right now, and thats perfectly okay!
  
  After reviewing your account, were happy to confirm that your membership was successfully canceled on December 31, 2024. Rest assured, there wont be any further charges.
  If you have any other questions or anything else we can do for you, please dont hesitate to reach out! Our friendly Support Team is here for youyou can give us a call at +1 ************** (8 AM - 9 PM) or chat with us directly through the app.
  
  Were always here to help and make your experience as smooth as possible.
  
  

• Initial Complaint

  Date:01/01/2025

  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 signed up to super.com on 12/31/2024 and I completed some tasks and I earned some money and I was able to redeem $20 with no problems at all. We'll when I tried to redeem another $20 that I earned they want me to sign up to super+ and pay $15 just to redeem the money I earned. I would like to get the money I earned.

  

  Business Response

  Date: 01/02/2025

  Hi ******, 
  
  We totally get your concern about the Play to Cash feature, and we appreciate you taking the time to reach out. 
  
  Heres the great news: earning credits isnt just for Super+ members! All Super.com customers can join in the fun and earn money through games, surveys, and tasks.
  And dont worry if you dont have a Super Pay cardyou can still redeem your credits by booking directly through Super.com. Super+ membership just adds extra perks like Cash Advance, Credit Building, and up to 10% Cashback on travel, but its totally optional!
  
  If you need any help, our friendly Support team is just a call away at +1 ************** (8 AM - 9 PM), or you can reach out anytime using the chat feature in your Super.com app.
  
  We hope this clears things up, and rememberwere always here if you need

  Customer Answer

  Date: 01/02/2025

   
  Complaint: 22753339
  
  I am rejecting this response because:
  The only Option I have is to used the money I earn on some hotel or trip I don't plan on taking. This is Ridiculous I have to pay you guy's $15 for I can get the option to redeem for a gift card. 
  Sincerely,
  
  ****** *****

  

  Business Response

  Date: 01/04/2025

  Hi ******,

  We totally understand where you're coming from and are happy to clarify things for you!

  After reviewing your account, we found that you subscribed to the Super+ Membership under the Gift Card Redemption plan with a 7-day trial. As outlined during the sign-up processreflected in the screenshot you provided to our Support ********* members can redeem up to $20 during their 7-day trial, which youve already maximized.

  For full members, the redemption limits are higher, offering a $50 daily and $250 weekly cap.

  Want to redeem your earnings via gift card? It's super easy! You just need to maintain an active Super+ Membership and complete the identity verification step included in our sign-up process.

  And remember, whenever you need a hand, we have our friendly Support team ready to help. Don't hesitate to reach out!

  We hope this clears things up for you!

• Initial Complaint

  Date:12/31/2024

  Type:Product 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.

  Company called Super+ San Francisco keeps taking $15 out of my account. I have never signed up for any of their services therefore the deduction is fraudulent. I want my money refunded and them to stop debiting my account.

  

  Business Response

  Date: 01/02/2025

  Hi Mikala,
  
  Thank you so much for reaching out and sharing your concerns! At Super.com, we genuinely value our customers, and we’re incredibly proud of our transparent and trustworthy practices. It’s always an honor to be recognized by trusted publications like the ********* *****, ******, and *** *** **** *****. You can learn more about us anytime at ****************
  
  It looks like there was a little mix-up with your Super+ Membership sign-up, but no worries at all—we’re here to make everything right for you!
  Your security means everything to us. Our website is fully compliant with the Payment Card Industry Data Security Standards (PCI Compliant)—the highest certification in the payments industry. We’re committed to keeping things clear and transparent: charges are only processed for services you’ve agreed to, with your explicit consent—no surprises, ever! If you’re curious, you can review our Terms & Conditions for more details.
  
  Our Super+ Membership is packed with great perks like Cash Advance, Credit Building, and up to 10% cashback on travel. But we completely understand if it’s not the right fit for you right now, and that’s perfectly okay!
  
  After reviewing your account, we’re happy to confirm that your membership was successfully canceled on December 31, 2024. Rest assured, there won’t be any further charges.
  
  If you have any other questions or there’s anything else we can do for you, please don’t hesitate to reach out! Our friendly Support Team is here for you—you can give us a call at +* ***** ******** (8 AM - 9 PM) or chat with us directly through the app.
  
  We’re always here to help and make your experience as smooth as possible.

• Initial Complaint

  Date:12/31/2024

  Type:Product 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.

  Super.com offered a promotional free period and I cancelled with in the 5 days. They still charged my visa a membership fee. They created a maze on the website to prevent customers from getting customer service.

  

  Business Response

  Date: 01/02/2025

  Hi Shane,
  
  Thank you so much for getting in touch with us! We truly value your feedback and are here to make sure everything is clear and resolved for you. Integrity and transparency are the foundation of what we do, and we want you to feel confident in your experience with us.
  
  With a Super+ membership, you get access to fantastic benefits like Cash Advance, Credit Building, and up to 10% Cashback on travel. The trial membership is a special offer designed to let you enjoy these perks either for free or at a minimal cost. If the trial isn’t canceled before it ends, the full membership fee kicks in, as outlined in the terms and conditions.
  
  After checking our records, it looks like you signed up for the membership on December 24, 2024, and it’s still active.
  
  That said, if you’d like to cancel and request a refund, we’re happy to take care of that for you! Your satisfaction is always our top priority. Just a small note: the online cancellation process might vary depending on your state due to local rules.
  
  We’re here to help every step of the way! You can call our friendly Support team at ** ***** ******** or use the chat feature in your Super.com App for quick assistance.
  For more details, feel free to visit our Help Center: *****************************
  
  We hope this clears up any questions you have, and we’re always here if you need anything else. Thank you again for reaching out—we truly appreciate you!

• Initial Complaint

  Date:12/31/2024

  Type:Billing 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 used super+ in February 2024 but I didnt see any added value on using this app given that many companies offer the same services for free so I cancelled my subscription. Today I got an alert from my bank about a recurring charge from an unknown source (AI alert). I saw the name, which At first I didnt recognize, but after doing a ****** search a bunch of complaints popped up about unauthorized charges, deceiving tactics in order to cancel subscription and unauthorized charges from this company. A simple ****** search would throw results with similar complaints in forums from tripadvisor to redit.Long story short, I went to log in into the website and I my account is still active but I have a notification that says that my subscription was cancelled a year ago. But I followed some recommendations from another person who went through the same, so I went into the account>membership section to find out my account was still active and they kept charging me for a whole year. I never got any email, any texts, anything whatsoever. If it wasnt for my bank and its AI alerts this company would have kept taking my money. So I proceeded to cancel (again) following the steps Online to find more roadblocks. They make you select the cancel button, and then you need to provide a reason as to why you want to cancel. After this you will get another prompt telling you to call to cancel, after you call, they will play a recording voice telling you to contact costumer support to go over some additional information in order to finalize your cancellation. Is just beyond absurd. I remember when gyms used to do this, I thought this was kind of practices where illegal.

  

  Business Response

  Date: 01/03/2025

  Hi ******,
  
  Thanks for sharing your concerns! At Super.com, were incredibly proud of our credibility and transparent business practices, which have been recognized by respected publications like the **************** ******, and The *************** If you'd like to learn more about us, feel free to visit super.com/press.
  
  It seems there may have been a mix-up with your Super+ Membership sign-upbut no worries at all! Were here to help and make sure everything gets sorted out smoothly for you.
  
  Your security is always our top priority! Our website is fully compliant with the ************************** Security Standards (PCI DSS), which is the highest level of certification in the payments industry. Rest assured, we only process charges for services youve explicitly agreed to, and everything is confirmed with clear consentno surprises or automatic sign-**** Plus, once a membership is canceled, no further charges will occur. Youre always welcome to review our Terms & Conditions for more details.
  
  Our Super+ Membership comes with fantastic perks like Cash Advance, Credit Building, and up to 10% cashback on travel. However, we completely understand if its not the perfect fit for you right now.
  
  After carefully reviewing your account, were happy to confirm that your membership was successfully canceled on December 30, 2024. There wont be any further charges moving forward.
  If you have any other questions or need more assistance, were here for you! Feel free to reach out to our Support Team by phone at ***************** (available 8 AM - 9 PM), or connect with us via chat in the app.
  
  We hope this clears everything up for you! Please dont hesitate to reach out if theres anything else we can do to help.

• Initial Complaint

  Date:12/30/2024

  Type:Billing 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.

  They charged my credit card for $15.00, without any permissions. My card had to be cancelled and that was a genuine pain in the but! I got no response from them to my email about this.They are a scam business!

  

  Business Response

  Date: 12/30/2024

  Hey ******,
  
  Thanks for sharing your concerns! At Super.com, we take pride in our credibility and transparent business practices, which have been recognized by top publications like the ***************, ******, and The *************** You can learn more about us at super.com/press.
  
  It looks like there was some mix-up with your Super+ Membership sign-up, but no worrieswere here to clear things up for you!
  
  Your security is our top priority. Our website complies with the ************************** Security Standards (PCI Compliant), the highest level of certification in the payments industry. To keep everything transparent, charges are only processed for services youve explicitly agreed to, and everything is confirmed with clear consentno surprises or automatic sign-**** You can always review our Terms & Conditions for more details.
  
  Our Super+ Membership offers great perks like Cash Advance, Credit Building, and up to 10% cashback on travel, but we totally understand if its not the right fit for you right now.
  
  After reviewing your account, we confirmed that your membership was successfully canceled on December 21, 2024, and there wont be any further charges.
  
  Upon investigation, we couldnt locate any prior cancellation attempts via phone or email. Its possible that an email may have been sent to the wrong address, which could explain the lack of response on our end.
  
  If you need any more help or have further questions, don't hesitate to reach out to our Support Team! You can connect with us via phone call +1 ************** (8 AM - 9 PM) or via chat in the app.
  
  We hope this clarifies everything! Please dont hesitate to reach out if you need further help.

  Customer Answer

  Date: 12/31/2024

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