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:07/17/2024

  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 got the Super.com app and have been completing tasks to earn some extra money, in order to be able to spend the money you have to pay for a super plus membership which I have been trying to do for over a week now and it keeps saying unable to link card. Ive contacted customer service multiple times but they keep telling me the same thing, that they cant help with membership signups. How can a company offer a membership but then not be able to help their customers sign up?!!! And of course when I asked if I could talk to someone higher up in the company I get told that there still isnt anyone to help me. So now after completing task after task I just have over $200 sitting there that Im not able to use. Yall need to get better customer service skills and actually be able to help yalls customers.

  

  Business Response

  Date: 07/20/2024

  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.

  To be eligible to become a Super+ member, you need an external bank account linked to your Super deposit account. To link your bank account successfully, it must meet certain criteria for security and verification purposes. Here are the key requirements:
  - The account should have been active for at least 60 days.
  - It should have a history of recurring deposits.
  - Maintaining a positive balance is essential.
  - Multiple monthly transactions should be recorded.

  By ensuring that your bank account fulfills these criteria, you'll be able to link it without any issues.

  After reviewing our records, we have confirmed that you have already successfully enrolled in our Super+ Membership program. It is important to note that being a Super+ member is not mandatory in order to access the earnings available on our platform. All customers of ******************** are granted access to various earning opportunities such as playing games, taking surveys, and completing tasks.

  If you have a Super Pay card, you have the option to redeem your credits directly into your Super Pay wallet. Alternatively, if you do not have a Super Pay card, the only method to redeem your credits is by utilizing them for Super Travel bookings.

  We hope this clarification addresses any doubts or concerns you may have had.

• Initial Complaint

  Date:07/15/2024

  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 don't even remember signing up, but I keep getting charged $14.99/mo. I have cancelled my bank card at least 4 times already & somehow they keep charging me. Yet when I call them, they say that they have no record of me having an account with them!

  

  Business Response

  Date: 07/20/2024

  Hi ******,

  Thanks for bringing this to our attention. It seems there might have been a misunderstanding regarding your sign-up for the Super+ membership, as our process requires explicit consent from our users. You have full control, and canceling your membership is straightforward.

  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.

  Please call our Support team at ***************** or use the chat feature in your Super.com App for a convenient online cancellation. Please make sure to provide the correct email address and phone number associated to your account. Note that online cancellations may not be available in all states due to regulatory restrictions.

  Alternatively, you can initiate a chat directly from the Super.com App or website during business hours (8 AM - 7 PM) for immediate support.

  For more info, please check this article: *****************************************

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

  Customer Answer

  Date: 07/20/2024

   
  Complaint: 21994106
  
  I am rejecting this response because: I have called multiple times & nobody can ever find any account for me!!
  
  Sincerely,
  
  ***************************

  

  Business Response

  Date: 07/23/2024

  Hi ******,

  Thanks for bringing this to our attention. After reviewing our records, we were unable to locate any account linked to the information you have supplied. As previously mentioned, we are required to adhere to the regulatory guidelines for cancellations set by each state. Please call our Support team at ***************** for assistance.

  Alternatively, you can initiate a chat directly from the Super.com App or website during business hours (8 AM - 7 PM) for immediate support.

  Kindly make sure to provide the correct email address and phone number associated to your account so our Support Team can locate your membership.

  We trust this clarifies matters for you.

• Initial Complaint

  Date:07/15/2024

  Type:Service or Repair 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.

  I booked the * ****** on Jun 1 around 4am. Found out they had construction going that would not be safe for young children. Contacted Super who contacted the hotel once a manager was in after 8am and then told me they would refund me due to it not being safe. I confirmed with the agent and stated I would not book another hotel until they confirmed a refund. I booked another hotel with Super for the same exact date for this reason. After almost 2 months the only thing support says now is that they were waiting for documents from the hotel. This went on for 3 weeks before I started calling and getting the same response. This turned into them telling me to call the hotel. YOUR agent is the one that got the approval. Everyone I spoke to did less and less to actually be helpful. Multiple agents just dropped the call. Do not expect a refund from Super.com. They will keep repeating the same useless information until you give up like I have.

  

  Business Response

  Date: 07/20/2024

  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 appreciate your understanding and 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.

  The full refund, along with the credit compensation, has already been issued last July 15, 2024. The refund usually takes 3-5 business days to be processed. Processing times depend exclusively on the bank; therefore, you must reach out to them for an exact timeframe. The credit is already available for your use.

  We appreciate your understanding in this matter.

  Customer Answer

  Date: 07/21/2024

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

• Initial Complaint

  Date:07/15/2024

  Type:Product 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.

  I made a reservation for Aug 30-Sept 2 via Super.com. During the reservation process they promote an upgraded refund policy for a fee and even make it in green with the words recommend. To have peace of mind in case there was an emergency and I needed to cancel to get a full refund I decided to purchase it. Im now in an unfortunate situation that I need to cancel so I submitted the refund form. I never got notified it was denied even after contacting support. I found out myself by reclicking the link that said denied with no reason. After contacting support again and escalating to a supervisor they told me they will give me a one time exception if I get approval from the hotel to cancel and get a refund. The front desk manger from the hotel provided the approval and then I submitted ANOTHER form super needed. The hotel even said it shows Expedia in their reservation system so we contacted Expedia to see if they can cancel it for me. Well Expedia said they could if they would be able to but the system wont let them because it has to go through super. And the customer service number Expedia has for super is an international number in **************?!? This is a horrible customer experience.Now today I get an email from super.com support stating I have to submit the original request form I already submitted and still no guarantee for a refund. This should be criminal! Super is literally stealing money from their customers! I want my money back for the ********************!

  

  Business Response

  Date: 07/16/2024

  Hi ********,
  
  Thanks for bringing this to our attention. Rest assured that we are a reputable and genuine company.
  
  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 entitled to 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 are committed to helping you within the scope of our policies. In this case, our Support team has been notified and will initiate contact with the accommodation and travel partner to request for a complimentary cancellation on your behalf. They will update you promptly on any progress.
  
  We hope this clarification addresses any doubts or concerns you may have had.

  Customer Answer

  Date: 07/16/2024

   
  Complaint: 21989290
  
  I am rejecting this response because:

  I need you to confirm exactly the amount I will get refunded. Until I see a refund processed this ticket should remain open.
  
  Sincerely,
  
  ***********************************

  

  Business Response

  Date: 07/20/2024

  Hi ********,
  
  After thorough discussions with our travel partner, we have obtained a special one-time approval for your refund. The amount of $847.91 USD was issued on July 19, 2024, and typically takes 3-5 business days to process. Please be advised that processing times are solely dependent on the bank, so it is recommended to contact them directly for an accurate timeframe.
  
  It is important to note that when you choose to enhance the cancellation policy of your booking 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 clarification addresses any doubts or concerns you may have had.

  Customer Answer

  Date: 07/23/2024

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

• Initial Complaint

  Date:07/13/2024

  Type:Service or Repair 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.

  I somehow managed to sign up for this service when getting a **** ride. I thought I was updating my account. I have tried to cancel the service. It takes me through the cancel process then gives me a phone number that says there is 24/7 support. I have tried calling and it says the call center is closed. This is unacceptable. Cancel my service and if any monies are charged refund them immediately.

  

  Business Response

  Date: 07/15/2024

  Hi Austin,
  
  Thanks for bringing this to our attention. It seems there might have been a misunderstanding regarding your sign-up for the Super+ trial membership, as our process requires explicit consent from our users. You have full control, and canceling your membership is straightforward.
  
  Please know that the Super+ trial membership is a promotional offer that allows users to experience the benefits of the Super+ Membership for a limited duration, which could be free or minimally priced. During the trial period, customers will have access to all the benefits of Super+
  
  If you cancel your Super+ membership before the free trial or promotional membership period has expired, Super will not charge you for the subsequent Super+ membership term. If you have a free trial or promotional membership and you cancel it, and your access to your membership benefits will end upon cancellation.
  
  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.
  
  For assistance, please call our Support team at ** ***** ******** or use the chat feature in your Super.com App for a convenient online cancellation. Note that online cancellations may not be available in all states due to regulatory restrictions.
  
  Alternatively, you can initiate a chat directly from the Super.com App or website during business hours (8 AM - 7 PM) for immediate support.
  
  For more info, please check this article: ****************************
  
  We hope this information has been clear and helpful.

  Customer Answer

  Date: 07/15/2024

  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.
  

  I still feel like they need to review their cancellation procedures. 

  
  
  Sincerely,
  
  
  
  Austin S******

• Initial Complaint

  Date:07/11/2024

  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.

  My husband and I were on a trip. On February 29, 2024, around 10pm, we stopped at a ******** in ************, **. we stayed outside and logged on to HotelsinAmerica.com which is actually Super.com. We googled hotels and super.com came up with a good price of $66 and charged our account. We went into the lobby and the clerk asked us for another $40 in cash. We then went to the room which had men outside fighting each other and screaming. Inside the room, we did a quick lookover - it had used dirty sheets, broken lampshade, filthy rugs and a dirty bathroom. We immediately turned around and returned to the lobby. We told the clerk of the condition of the room. She called hotelsinamerica for us and told them we were eligible for a refund since we had reserved it just 5 minutes before. She also returned us our $40 cash. Since then, I have tried several times to get our $66 refunded from Hotelsinamerica.com. They demand a letter which we could not get from a shady, dirty hotel. We deserve a refund. If they had treated us properly and refunded us, I may have returned as a customer, but with stealing our money, as they lost nothing and it cost them nothing for 5 minutes - I could not return.I would also not recommend them.

  

  Business Response

  Date: 07/15/2024

  Hi ********,
  
  Thank you for taking the time to share your experience with our Support team. Your feedback is invaluable to us, as it guides our continual improvement and growth.
  
  We're sorry to hear that the accommodation did not meet your expectations due to the condition of the room. Please understand that, as a third-party booking service, hotel standards, amenities, staff and other guests' behaviour are beyond our control. However, we recognize their importance.
  
  For swift resolution, direct communication with hotel management is recommended. They can best address concerns and enhance your stay.
  
  If the accommodation refers you to us, exceptions to policy may apply, given that a written confirmation of the agreement was obtained for our Support Team.
  
  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.
  
  We hope this clarification addresses any doubts or concerns you may have had.

• Initial Complaint

  Date:07/11/2024

  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.

  This a home-based company that hangs up on people after taking their money. This is a scam company.Hotel has been taking my money and not refunding. They have a system that has been glitching and my room was booked for a day I did not need instead of them fixing it they took my money and I never stayed in the hotel nor was I compensated so my money was stolen. Also I booked a room for 103 dollars and ****** was taken from my card and they told me they dont see the charge but I have proof from my bank.

  

  Business Response

  Date: 07/14/2024

  Hi ********,
  
  Thanks for taking the time to share your feedback with us. Rest assured 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.
  
  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.
  
  After reviewing your booking, it appears that it is non-refundable, which typically restricts modifications or cancellations without approval from the hotel. We would like to inform you that our Support Team has made every effort to request a complimentary cancellation with the hotel and our travel partner on your behalf. Regrettably, despite our best efforts, our request has been denied.
  
  If the hotel has agreed to make an exception, please make sure to collect all pertinent details from your communication with them, 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.
  
  Regarding your inquiry about the $119.59 charge on your card, we have conducted a thorough investigation and confirmed that there is no corresponding successful booking linked to this amount on our records. Please know that in instances where the booking doesn't successfully go through, no charges are incurred. Instead, an authorization hold or pre-authorization is initiated, reflecting as pending in your bank transactions.
  
  This service is facilitated by your card provider, where they temporarily reserve the approved amount, thereby reducing the available funds until the merchant completes the transaction. Since your desired purchase was unavailable and the booking didn't proceed, Super Travel has not executed any charges, and your card processor will release the hold accordingly.
  
  The duration for this release varies based on whether you used a debit or credit card and is subject to the issuing bank's policy.
  
  We hope we have clarified your doubts and concerns.

• Initial Complaint

  Date:07/10/2024

  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.

  In early April, I used Super.com to book a 2-night stay for June 7 and June 8 at a ******, NY hotel called the ************ which was conveniently located close to bars and restaurants and several public transportation lines into *********. Upon booking I was charged $484.74 and emailed a voucher for a stay at the original hotel stating: "Room cost paid in advance. There will be NO additional charges or fees for the room "Room cost paid in advance. There will be NO additional charges or fees for the room." When I arrived at the original hotel (after a 6 hour drive) I was informed that I had been transferred to a different location, in a part of ****** with no nearby entertainment and much further from public transportation than the hotel I originally booked. I was not informed of this change prior to my arrival at the location of the original hotel. Having nowhere else to go, I checked into the transfer location and immediately called Super.com to complain and request a refund. After being led on for 45 minutes I was told that no refund was available because I had accepted the transfer. I was then charged an additional $925.19 by the new hotel. The location of the new hotel caused my girlfriend and I to spend something like $200 on Ubers and taxis that weekend. Although I was never provided with a proper receipt, total cost on the Super.com website is listed at $484.74 and the fact that the company mailed me a voucher which, as described above, states "Room cost paid in advance. There will be NO additional charges or fees for the room." I did not agree to pay $750 per night (3x the advertised cost) at any hotel in ****** let alone a hotel in the middle of nowhere location where the transfer hotel was. I was not informed of the change until the last minute and by then was not in a position to shop around for a better deal, not to mention hotel prices would have been significantly higher by this time than when I originally booked.

  

  Business Response

  Date: 07/14/2024

  Hi *******,
  
  Thanks for bringing this matter 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 primary goal is to ensure the satisfaction of every customer, and we appreciate your patience and understanding. To address this issue, our Support team has been notified and will initiate contact with the accommodation and travel partner to thoroughly investigate the matter. Rest assured, we will keep you informed and work diligently to resolve this situation to your satisfaction.
  
  We appreciate your understanding in this matter.

• Initial Complaint

  Date:07/10/2024

  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.

  I reported fraud to my account on Saturday February 3rd 2024 and requested to close my account and my debit card removed from their system. They said they would look into it and if they found thay in fact it was fraud then I would get a refund and I would be contacted through email. I got an email on February 29th that they have credited my account but I never got anything. I've been calling them since and they've been telling me that it takes about ***** business days until I get a check as I had closed my account they issued a check but now it's been about 5months(150 days) and all they keep telling me is that they will escalate the issue to corporate and that they will reach me through email and never received any emails regarding this issue. I just called today and was told the same thing. It is unacceptable that there's no way for me to know what's going on with my refund and no one there to help me figure it out I even spoke with the "manager" but they didn't seem to know anything and said they will escalate the issue with corporate so at this point I feel like they are the ones who took my money and are trying to scam me. I have attached screen shots of the call history to super and the only emails from February and March.

  

  Business Response

  Date: 07/16/2024

  Hi ********,
  
  Thanks for taking the time to share your experience with our Support team. Your feedback is invaluable to us, as it guides our continual improvement and growth. Rest assured 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 want to bring to your attention that your cheque has already been sent to the address we have on file. Kindly refer to the email we have sent you for details.
  
  Should you require any further assistance or have any inquiries, our dedicated ************* team is available to assist you. You can reach them at ***************** from Monday to Friday, 8 AM to 7 PM, EST. Alternatively, you can also email us at email ********************.
  
  Your satisfaction remains our priority, and we're here to provide the assistance you need.

  Customer Answer

  Date: 07/16/2024

   
  Complaint: 21971004
  
  I am rejecting this response because:

  I have not received the check. I asked for it to be expedited on July 10th and it's now July 16th and I still haven't received anything and I have not been told when it was sent and if it was expedited or not.

  Also I haven't been told what was the issue of it not being sent with in these five months.
  
  Sincerely,
  
  *************************

  

  Business Response

  Date: 07/20/2024

  Hi ********,
  
  We would like to inform you that your cheque for the remaining funds on your Super Pay account has already been sent to the address we have on file.
  
  Regarding your concern about the delay in processing, please be advised that our Headquarters Team is actively reviewing your case and investigating the matter.
  
  We greatly appreciate your patience while our team works diligently to get back to you as soon as possible.

  Customer Answer

  Date: 07/23/2024

   
  Complaint: 21971004
  
  I am rejecting this response because:

  
  I have not received the check and don't have an updated on when I should be receiving it, and they haven't offered any type of compensation for this five month delay and horrible experience.

  Also they have been "investigating" for over three months now and only have emailed me now that I've made a complaint through here but still no solution to my issue. I will never use this SUPER.COM and I won't recommend it to anyone.

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

  

  Business Response

  Date: 07/26/2024

  Hi ********,

  After conducting a thorough investigation, we would like to inform you that the cheque has been sent to the address on file within the designated timeframe. If you have not received it on time, there is a chance it may have been accidentally discarded.

  We want to assure you that the remaining funds on your Super Pay account have been resent via cheque to the address we have on file. The cheque is expected to arrive by July 31, 2024, at the latest.

  Should you require any further assistance or have any inquiries, our dedicated ************* team is available to assist you. You can reach them at ***************** from Monday to Friday, 8 AM to 7 PM, EST. Alternatively, you can also email us at email ********************.

  We trust this explanation provides clarity on the matter.

  Customer Answer

  Date: 07/26/2024

   
  Complaint: 21971004
  
  I am rejecting this response because:

  They sent me an email on 07/15/2024 stating that they had just sent the check and it's now 7/26/2024 it's been over 10 business days and didn't receive anything. I also requested it to be expedited but I guess it wasn't, so if I don't receive it on 7/31/2024 then it'll be lost again? And what will happen then? Will they send out another check? Also I still haven't had an update as to what happened to the first check. 
  
  Sincerely,
  
  *************************

• Initial Complaint

  Date:07/10/2024

  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.

  We reserve a room with 3 beds but when we arrive only got a room with one bed. We needed 3 bed. They wouldn't refund our money even though we have receipt that stated 3 beds.

  

  Business Response

  Date: 07/14/2024

  Hi *****,
  
  Thanks for taking the time to share your experience at check in. 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 primary goal is to ensure the satisfaction of every customer, and we appreciate your patience and understanding. To address this issue, our Support team has been notified and will initiate contact with the accommodation and travel partner to thoroughly investigate the matter. Rest assured, we will keep you informed and work diligently to resolve this situation to your satisfaction.
  
  We appreciate your understanding in this matter.