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:12/26/2024

  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.

  Unauthorized transaction from the company. Never contacted Super.com ever and very concerned on how they got a hold of my card information. Never booked before. October 24th and November 25th $15.00 each days. Bank blocked their attempt to withdraw on December 23th in concerns of fraudulent activity. In which it is fraudulent activity. **************** will dispute with Super.com about chargers.

  

  Business Response

  Date: 12/27/2024

  Hi *********,
  
  Thanks for sharing your concerns! Your experience is important to us, and we truly value your feedback.
  
  At Super.com, we pride ourselves on offering trustworthy services, and weve been recognized by top publications like **************** Forbes, The *************** SmarterTravel, and Cond Nast Traveler. You can always learn more about us at super.com/press.
  
  It seems there may have been some confusion with your Super+ Membership sign-up, but no worrieswere here to help get everything sorted out for you!
  
  Please rest assured that we take your security and privacy seriously. Our website complies with ************************** Security Standards (PCI Compliant), ensuring all transactions are processed securely and only for services youve explicitly agreed to. Our sign-up process is fully transparent and requires clear consent before activating any membership. For clarity, feel free to review our Terms & Conditions anytime.
  Super+ unlocks amazing perks like Cash Advance, Credit Building, and up to 10% cashback on travel. If its not the right fit for you right now, we totally understand! If you'd like to cancel or request a refund, were happy to assist.
  
  A quick note: Online cancellation options can sometimes vary depending on your state due to regulatory restrictions. You can reach our Support Team at your convenience via phone call at +1 ************** (8 AM - 9 PM) or use the chat feature in your Super.com.
  
  For more info, feel free to check out this article: *****************************************
  
  We hope this clears everything up! Please dont hesitate to reach outwere always here for you.

• Initial Complaint

  Date:12/26/2024

  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.

  Paid online for a motel room 5 days in advance of December *******. We decided to go a day early and when we got there we paid for that night got a receipt and the next day they said our card payment still hadn't went through and to dispute it with OYO by phone. We paid $30.00 cash to keep the room the night of the 24 th. We have went back and forth between the motel and the call center. One says they got it the other says no. We have tried all we know to resolve it and can't.

  

  Business Response

  Date: 01/03/2025

  Hi ******,
  
  Thank you for reaching out and sharing your concerns with us. Your feedback is incredibly important, and we want to assure you that integrity and transparency remain at the heart of everything we do.
  While your booking was paid in advance, the payment or virtual card is only activated at the check-in time, as the rate you selected was specifically tied to your chosen booking date.
  
  After reviewing our records, we found that our corporate team worked closely with the hotel to request a refund on your behalf. They went above and beyond to advocate for you in this matter. Despite our best efforts, the hotel declined the refund because the reservation was marked as a no-show, meaning no one checked in on the booked date.
  
  Its important to note that hotels have their own policies regarding check-in times, and they are entitled to mark a reservation as a no-show if guests do not present themselves at the designated time.
  We encourage you to review the Terms & Conditions on our website for a comprehensive overview of the policies associated with your reservation. This can also provide further insights into the extent of our services.
  
  We genuinely appreciate your understanding, and were always here to support you with any additional questions or concerns. Please dont hesitate to reach out to us anytimewere always happy to assist!

• Initial Complaint

  Date:12/24/2024

  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 reservation was canceled without my authorization, and Super.com refused to refund my money.. I tried to contact to reinstate my trip and could not reach anyone at the numbers that are provided. I spoke with hotel, wich I was informed they never received payment.. looks like Super.com is keeping my money for themselves.. all I ask is for a refund, or credit for future bookings.

  

  Business Response

  Date: 12/27/2024

  Hi ******, 
  
  Thank you for voicing your concerns. We take these matters seriously and assure you that integrity and transparency are at the core of our services.
  
  At Super.com, we pride ourselves on offering trustworthy services, and weve been recognized by top publications like **************** Forbes, The *************** SmarterTravel, and Cond Nast Traveler. You can always learn more about us at super.com/press.
  
  After reviewing our records, we found that you initiated a chargeback process, indicating a dispute with your bank or payment provider. As a result, your reservation was automatically canceled in our system. At this point, our ability to intervene or take further action is limited.
  
  Rest assured; our dedicated Chargeback team is actively gathering all relevant documentation to submit to the card processor for mediation. Moving forward, any updates or resolutions regarding this matter will need to be pursued through your financial institution.
  
  We appreciate your understanding during this process. If additional details or documentation are required from our side, our Chargeback team will collaborate with your financial institution to ensure a thorough and fair review.
  
  Thank you for your patience and cooperation as we work through this together.

• Initial Complaint

  Date:12/24/2024

  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 have been charged $15 for something I didn't authorize or sign up for. It is from a company Super Super out of *************. I think it is associated with a motel Super.com but not sure. I have contacted my bank to dispute the charges that have occurred the last three months, starting in October. It looks like there are several complaints similar to mine. I did get a room and now unknowingly have been getting charged $15 every month. This will be taken care of by my bank but want to post because people need to be aware of this bad business practice.

  

  Business Response

  Date: 12/27/2024

  Hi *****,
  
  Thanks for sharing your concerns! Your experience is important to us, and we truly value your feedback.
  
  It seems there might have been a mix-up with your Super+ membership sign up, and we appreciate you bringing this to our attention! No worrieswere here to help and clear things up for you.
  
  You may have accidentally signed up for our optional membership during the reservation process. Rest assured; our sign-up process is designed to confirm subscriptions only with clear consentwe cannot sign anyone up automatically! For full details, feel free to review our Terms & Conditions.
  
  Super+ offers great perks like Cash Advances, Credit Building, and up to 10% Cashback on travel. While our membership unlocks some amazing benefits, its totally optional! You can enjoy and use all the other awesome services we offer without subscribing!
  
  That said, if you've decided not to continue, were happy to process a refund. Your satisfaction is always our top priority. Just a quick note, the online cancellation process may vary depending on your state due to regulatory restrictions.
  
  For assistance, our Support team is just a call away at ***************** or you can also use the chat feature in your Super.com App for a quick online cancellation.
  You can check our *********** for more info: *****************************************
  
  We hope this clears up any confusion, and were here if you need anything else!

• Initial Complaint

  Date:12/23/2024

  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.

  The online process to cancel a reservation and receive a refund does not work. And trying to chat with an agent does not work because an agent never joins. There is no other remedy offered by super.com

  

  Business Response

  Date: 12/27/2024

  Hi *****,
  
  Thank you for sharing your concerns with us! Your feedback means the world to us and helps us grow and improve every day. Were fully committed to making your experience as seamless and enjoyable as possible.
  
  Here are a few quick tips that often solve common issues: try clearing your browser history, cache, and cookies, and ensure you're using the latest version of our app. These simple steps usually do the trick!
  
  After checking your account, it looks like your booking is non-refundable, which generally limits modifications or cancellations. However, you have opted to extend this policy for more flexibility through Enhanced Refund. While the upgrade itself is non-refundable, this option allows refunds under specific conditions.
  
  To activate this feature, please consult the refund application that was included in your booking confirmation email. There, you'll find detailed information on the requirements and step-by-step instructions to successfully claim your refund.
  
  To make things clearer, feel free to review our Terms & Conditions and learn more about the Enhanced Refund policy:
  
  *****************************************
  **************************************
  
  If you ever need assistance, our friendly 24/7 customer service team is here for younot just via chat but also by phone. You can find all our contact information conveniently on the app or at ******************************************.
  
  We hope this clears things up and helps resolve the matter quickly. Thanks again for reaching outwere always here to help!

• Initial Complaint

  Date:12/22/2024

  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.

  So for the last 6 months I have been trying to contact Superpay, for allowing someone to open a debit card account in my name using my personal information. Superpay allowed the person to add my debit card to pay bank, and basically pull funds my debit card at will, and use their superpay card to process the transactions. They did not verify any drivers license or state ID to open the account at superpay, because I still have my drivers license on me. Therefore had they requested that information before opening the account, that would have prevented all of this. I also have a fraud alert on my credit report, that should have prevented any accounts from being opened in my name, without verification. The person also put my debit card from my bank on file, and Superpay allowed my card to be used starting October of 2023, all the way up to April or May of 2024. Which is when I canceled my bank card. And have been trying to contact superpay to return my money back to my debit card. I have a fraud alert on my credit report that was filed in 2021, that last up to 7 years. I have also filed an *** report, and a ******** ********* ********** ****** report, so superpay can be investigated for allowing accounts to be opened up without proper Identity verification documents, and verifying those documents validity. I did not authorize any payments to superpay, I did not authorize an account to be opened up in my name. I want the account closed immediately, and refunded for all charges. Also, when speaking to their chat support about the account, apparently the person was paying for a hotel stay everyday, and their fraud department didn’t find it unusual that someone was paying for a hotel every single day for months. If that’s not the absolute biggest red flag.

  

  Business Response

  Date: 12/23/2024

  Hi Dexiter,
  
  Thank you for sharing your concerns and bringing this to our attention! At Super.com, we’re committed to providing reliable and reputable services, and we’re proud to be featured in respected publications like the ********* ****** ******* *** *** **** ****** ************** *** ***** **** ********. You can learn more about us at ****************
  
  Your security is our top priority, and our website complies with the Payment Card Industry Data Security Standards (PCI Compliant), the highest level of certification in the payments industry. Charges only occur for services you’ve specifically signed up for, and we ensure that all transactions are confirmed with clear and explicit consent—no surprises.
  
  As part of our security measures, we require all customers to complete our verification process, which involves providing your Social Security Number and other documents to confirm your identity and prevent fraudulent accounts from being created.
  
  After reviewing your account, please rest assured that your Super Pay account has been closed since July 04, 2024.
  
  Regarding your concern about the account being used to pay for hotel stays daily, it’s worth noting that many of our loyal customers frequently use our platform for regular bookings. We’ve checked the reservations linked to your account, and all were made under the same name, Dexiter J*******, and same phone number you have provided on this complaint. Also, all of the bookings have been fully utilized.
  
  We hope this explanation provides clarity, but if you have further questions or need additional assistance, feel free to reach out.

  Customer Answer

  Date: 12/24/2024

  
  
  Complaint: ********
  
  
  
  I am rejecting this response because: I used the phone number provided from your chat support agent, so you could look up the account. My phone number is ************* So let’s start there. Secondly, I would like proof my identity was verified with documentation. Lastly if the account was opened in my name, why wouldn’t the room also be put in my name. I am demanding the accounts be closed completely, and my card refunded for all charges. If not, my bank will initiate a chargeback/refund request, and I would love to see a copy of my drivers license used to open this account, to which I know you all did not collect that information. On my credit report I have a fraud alert, with the phone number ************ listed as my contact number to approve any account before being opened. Please show any records confirming you called me on that number , again I know you all did not call me on the number listed on my fraud alert, which is on all 3 credit bureaus. I also have all my credit reports frozen. So by no means should any account should have been opened. Again this fraud alert was placed on my account in 2021 and last 7 years, from the date it was placed on my account. Lastly, I don’t care what or where your business has been featured in, all systems have flaws. But the fact super is taking no accountability, or ownership for allowing this account to be opened in the first place, shows it just another reckless attempt of denial. If need be, I will have the ******** ********* ********** ****** investigate, and pull any information you requested from the person who opened up this account, and once they prove you did not request any identification documents l, I will more certainly post the findings online to my 500 thousand followers on ******, so they can truly see how super responds to fraud. Because not only did you stimulate to me opening up this account, you also just said I stayed in the rooms. I have 2 police reports confirming I did not stay at the hotel, and the person who was staying there is **** *****, who was using several other peoples credit card information to book for rooms. Which is in my police report from the investigator. Your response to this situation is completely unacceptable 
  
  
  
  Sincerely,
  
  
  
  Dexiter J*******

  

  Business Response

  Date: 12/31/2024

  Dear Dexiter,
  
  Thank you for your patience and for sharing additional details about your concerns. We understand the seriousness of this matter and want to ensure we provide clarity and resolution.
  
  After thoroughly reviewing your case, we confirm that the Super Pay account in question was closed on July 4, 2024, and no transactions have occurred since that date. We take security and account verification processes very seriously.
  While our system follows stringent verification measures to prevent unauthorized activity, we recognize your concerns and the impact this situation has caused.
  
  To further support you:
  Bank Assistance: We recommend continuing to work with your bank regarding any unauthorized transactions. They are best equipped to assist with chargebacks or further disputes.
  Fraud Investigation: Our Chargeback team is ready to cooperate with your financial institution to resolve this matter fully. If any additional information or documentation is required, we are here to assist.
  
  This account is permanently closed, and all necessary flags have been placed in our system to prevent future occurrences.
  
  We take allegations of potential fraud seriously and appreciate your cooperation in bringing this to our attention. If you have any unresolved questions or require any additional steps, please don’t hesitate to contact us directly. Thank you for allowing us to address your concerns, and we hope this resolution provides you with peace of mind.

• Initial Complaint

  Date:12/20/2024

  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 paid extra for a refundable room and I did all the stuff they asked for a refund but they asked again and then asked for another $30 (in addition to a doctor's note and crazy other stuff...unacceptable!) My dog sitter bailed on me and I couldn't stay at hotel so I would like a refund. I paid with ****** and they said they would look into it but "super.com" just sent them a fake voucher. I told them to call the hotel and they will confirm I did not stay there. Yet I canceled the room within 24 hours of booking they super.com. they are a scam. All my attached documents and screen shots will explain details further. Never in my life have I heard of such nonsense! Also their phone number listed is not in service (photo attached)

  

  Business Response

  Date: 12/21/2024

  Thanks for sharing your concerns with us, *****! We want you to know that your experience is incredibly important to us, and we take your feedback seriously. At Super.com, were committed to providing reliable and trusted services, and weve been recognized in top publications like the **************** Forbes, *************** SmarterTravel, and Conde Nast Traveler.
  
  We completely understand the importance of flexibility when it comes to reservations, so lets clarify the details regarding your refund policy and other concerns.
  
  For your booking, it's important to note that you selected a Non-refundable rate, which comes with a stricter cancellation policy but a lower price. However, you opted to add flexibility to this rate through the Enhanced Refund, allowing for refunds under specific conditions. This offers some protection but comes with specific terms, and the upgrade cost itself is non-refundable.
  
  A flexible rate, on the other hand, offers a full refund if you cancel within the ***** period.
  
  For more detailed information, we recommend reviewing our Terms & Conditions on the website and learning more about the Enhanced Refund Policy here:
  *****************************************
  **************************************
  
  Regarding the $30 amendment fee, we want you to know that were all about making everything easy for our customers, from booking to cancellation. To keep offering unbeatable hotel prices, we charge a small fee for changesonly if were able to make the adjustment for you. If were unable to process the request, theres no charge!
  
  About our ************* phone line, it looks like you may have called a different number based on the screenshot you provided. Whenever you need a hand, please know that our 24/7 Support Team is available to assist you. You can connect with us via chat, phone *****************, or email ********************************.
  
  All our contact info is available via the app and website: *****************************
  
  We understand that youve already initiated a chargeback through your bank or payment provider. At this point, our ability to intervene is limited. Our Chargeback team is gathering all necessary documentation and will submit it to your card processor for mediation.
  
  From this point forward, updates and resolutions will need to be coordinated directly with your financial institution. If your bank or payment provider requires further documentation or assistance from us, our Chargeback team will fully cooperate to ensure a thorough review of your case.
  
  We appreciate your understanding throughout this process. We hope this clears up any confusion and helps provide clarity regarding your concerns.

  Customer Answer

  Date: 12/22/2024

   
  Complaint: 22712769
  
  I am rejecting this response because:

  I clicked on the higher rate option. You then asked for an additional $14 for a refundable room. I paid that $14. Then you ask for a DOCTORS NOTE and another $30 IF you get my refund. That is unacceptable. I said that my dog sitter canceled and my dog can not stay home alone. I submitted ALL this documentation you asked for then you asked me for MORE. I should not have to jump thru hoops or show any DOCTOR NOTE which is ridiculous for you a booking agency to ask to see ANYONE'S health records, not to mention it is irrelevant in this situation. I understand the $14 is not refundable but in that case,  give me the rest of it. I paid for a REFUNDABLE room and there should be no argument. I paid for a room that I did not use and I canceled it in the time frame you asked for! I now see all the other complaints online that you do this to a lot of people! I want a refund. You can keep the $14 I paid for the insurance. I am not providing a personal doctor's. That's unreasonable! ***** says I do not have to share any personal info that I do not want to...especially to a stranger. Nor is it relevant. No other booking company has EVER given me this much hassle to give a refund. All your fine print is also unreasonable. Refundable room = refundable! The reason should not matter,  but you said any reason you can't stay that was beyond my control was refundable. I even sent you a screen shot of the text from my dog sitter and a pic of my dog! What more do you want?! A good company would honor the refundable room without all this drama. No where did it say anything about $30 to "try to get a refund" when I first booked it. That is what the extra $14 was for and the fact that I did a trial membership and even then I clicked on the higher rate option for a refundable room!

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

  

  Business Response

  Date: 12/24/2024

  We completely understand how important this is to you, *****, and we're here to help every step of the way!
  
  Just to clarify, you selected a Non-refundable rate for this booking, which comes with a stricter cancellation policy in exchange for a lower price. This was clearly outlined both before and after you confirmed your reservation, as shown in your voucher and invoice.
  
  However, you chose to add flexibility to this rate through the Enhanced Refund option, which allows refunds under specific conditions. While this offers some protection, it comes with specific terms, and the upgrade cost itself is non-refundable.
  
  If you are unable to make your booking due to reasons covered in our Refundable Terms and Conditions, and you can provide the required evidence, you'll receive a full refund directly to your bank account in the same currency.
  
  For full details on our policies, we recommend reviewing the Terms & Conditions on our website. You can also check out more info about the Enhanced Refund here:
  *****************************************
  **************************************
  
  Regarding your concern about being asked to provide a doctor's note, it is likely that you selected Illness / Injury / Medical Condition as the reason for your refund request during the Refund Application Process, as seen in the screenshot you provided.
  
  As weve previously informed you, since you initiated a dispute with your bank, all further communication on this matter needs to go through your card processor. 
  
  We understand this can be frustrating, and weve made sure our dedicated Chargeback team is aware of your case. However, the mediation process must go through the dispute you filed with your bank.
  
  Our team is committed to ensuring all necessary documentation is submitted for the mediation process. However, resolution at this point must be exclusively handled through your bank.
  
  We hope this explanation clarifies the situation. 

  Customer Answer

  Date: 01/06/2025

  I am rejecting this response because:

  I clicked on the higher rate option. You then asked for an additional $14 for a refundable room. I paid that $14. Then you ask for a DOCTORS NOTE and another $30 IF you get my refund. That is unacceptable. I said that my dog sitter canceled and my dog can not stay home alone. I submitted ALL this documentation you asked for then you asked me for MORE. I should not have to jump thru hoops or show any DOCTOR NOTE which is ridiculous for you a booking agency to ask to see ANYONE'S health records, not to mention it is irrelevant in this situation. I understand the $14 is not refundable but in that case,  give me the rest of it. I paid for a REFUNDABLE room and there should be no argument. I paid for a room that I did not use and I canceled it in the time frame you asked for! I now see all the other complaints online that you do this to a lot of people! I want a refund. You can keep the $14 I paid for the insurance. I am not providing a personal doctor's. That's unreasonable! ***** says I do not have to share any personal info that I do not want to...especially to a stranger. Nor is it relevant. No other booking company has EVER given me this much hassle to give a refund. All your fine print is also unreasonable. Refundable room = refundable! The reason should not matter,  but you said any reason you can't stay that was beyond my control was refundable. I even sent you a screen shot of the text from my dog sitter and a pic of my dog! What more do you want?! A good company would honor the refundable room without all this drama. No where did it say anything about $30 to "try to get a refund" when I first booked it. That is what the extra $14 was for and the fact that I did a trial membership and even then I clicked on the higher rate option for a refundable room!

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

  

  Business Response

  Date: 01/09/2025

  We completely understand how important this is to you, *****, and we're here to help every step of the way!
  
  Just to clarify, you selected a Non-refundable rate for this booking, which comes with a stricter cancellation policy in exchange for a lower price. This was clearly outlined both before and after you confirmed your reservation, as shown in your voucher and invoice.
  
  However, you chose to add flexibility to this rate through the Enhanced Refund option, which allows refunds under specific conditions. While this offers some protection, it comes with specific terms, and the upgrade cost itself is non-refundable.
  
  If you are unable to make your booking due to reasons covered in our Refundable Terms and Conditions, and you can provide the required evidence, you'll receive a full refund directly to your bank account in the same currency.
  
  For full details on our policies, we recommend reviewing the Terms & Conditions on our website. You can also check out more info about the Enhanced Refund here:
  *****************************************
  **************************************
  
  Regarding your concern about being asked to provide a doctor's note, it is likely that you selected Illness / Injury / Medical Condition as the reason for your refund request during the Refund Application Process, as seen in the screenshot you provided.
  
  As weve previously informed you, since you initiated a dispute with your bank, all further communication on this matter needs to go through your card processor.
  We understand this can be frustrating, and weve made sure our dedicated Chargeback team is aware of your case. However, the mediation process must go through the dispute you filed with your bank.
  
  Our team is committed to ensuring all necessary documentation is submitted for the mediation process. However, resolution at this point must be exclusively handled through your bank.
  We hope this explanation clarifies the situation.

• Initial Complaint

  Date:12/17/2024

  Type:Sales and Advertising 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 have never signed up with ***************. I had not even visited their website before today. However, they have now made a total of 4 attempts to charge my card. Two were successful. My bank flagged two charges and that resulted in having my debit card cancelled and a new card issued. However, since this company set up fraudulent recurring payments, my new debit card was able to be charged even though I did not update or provide the number to this company. These charges need to stop immediately.

  

  Business Response

  Date: 12/20/2024

  Hi *****,
  
  Thanks for sharing your concerns! Your experience is important to us, and we truly value your feedback.
  
  At Super.com, we pride ourselves on offering trustworthy services, and weve been recognized by top publications like **************** Forbes, The *************** SmarterTravel, and Cond Nast Traveler. You can always learn more about us at super.com/press.
  
  It seems there may have been some confusion with your Super+ Membership sign-up, but no worrieswere here to help get everything sorted out for you!
  
  Please rest assured that we take your security and privacy seriously. Our website complies with ************************** Security Standards (PCI Compliant), ensuring all transactions are processed securely and only for services youve explicitly agreed to. Our sign-up process is fully transparent and requires clear consent before activating any membership. For clarity, feel free to review our Terms & Conditions anytime.
  
  Super+ unlocks amazing perks like Cash Advance, Credit Building, and up to 10% cashback on travel. If its not the right fit for you right now, we totally understand! If you'd like to cancel or request a refund, were happy to assist.
  
  A quick note: Online cancellation options can sometimes vary depending on your state due to regulatory restrictions. You can reach our Support Team at your convenience via phone call at +1 ************** (8 AM - 9 PM) or use the chat feature in your Super.com.
  
  For more info, feel free to check out this article: *****************************************
  
  We hope this clears everything up! Please dont hesitate to reach outwere always here for you.

• Initial Complaint

  Date:12/16/2024

  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.

  Date of stay 11/25-11/28. Booked the stay on July 18th 2024. We had issues upon checking into the hotel. First them being unable to find the reservation, then not enough bedding to accommodate 4 people, no towels for 2 days to shower with, rooms ac unit didn't work and only heated and heat would not turn off. I contacted the hotel first and they stated to contact the 3rd party in which we made the reservation. I have been trying for 2 weeks to get a refund for this horrible experience. The hotel states the 3rd party is responsible to refund us since we laid through them. I have given all requested documents to your company, forwarded the emails from the hotel, and at the end of it all still told a refund will not be granted by your company. This hotel failed to meet the bear necessities of lodging. This is not something I would ever agree to pay for. The hotel couldn't get our room below 85 degrees during our entire stay! How can you stand behind a hotel that isn't operating properly? I am again requesting a refund if only partial to offset the horrible experience we had.

  

  Business Response

  Date: 12/20/2024

  Hi ****,
  
  Thank you for bringing your recent reservation to our attention! We truly appreciate your feedback and are dedicated to making your experience as smooth and enjoyable as possible.
  
  After reviewing your reservation, our Support Team worked closely with both the hotel and our travel partners to investigate the issue. Weve confirmed that the room type provided was correct.
  
  At Super.com, we aim to make booking easy and stress-free. While we connect you with amazing accommodations, the hotel is responsible for managing standards, amenities, and the overall environment.
  
  As your booking was non-refundable, changes or cancellations can be tricky without the hotels approval. Our Support Team reached out on your behalf to negotiate a refund. While the hotel couldnt offer one, theyve kindly extended a discount for your next stay. To redeem this discount, you can arrange the details directly with the hotel.
  
  We hope this clears up any confusion! 
  
  If you have more questions or need further assistance, please dont hesitate to reach out. Were always here to help.

  Customer Answer

  Date: 12/21/2024

   
  Complaint: 22694001
  
  I am rejecting this response because: I emailed your team back, and the offer the hotel is giving me at a "discounted" rate does me no good. We do not live in ** and do not plan on going back. It was a 1 time trip for our daughters birthday. If your company will not make the hotel reimburse me, then your company needs to use ots insurance and reimburse me. Your company is the one who advertised this hotel. I booked through you, trusted your website to be correct. I am no longer seeking for the hotel to reimburse me, but for Super.com to. 
  
  Sincerely,
  
  **** **********

  

  Business Response

  Date: 12/24/2024

  Hi ****,
  
  We totally understand how important this is for you, and we're here to help you through this.
  
  To clarify, your reservation was booked and confirmed under a non-refundable policy, which generally limits modifications or cancellations unless approved by the hotel. These terms were clearly outlined during the booking process and on your confirmation page.
  
  As a third-party booking site, processing refunds for non-refundable bookings requires coordination and approval from both the hotel and our travel partner. Only once we have all necessary approvals in place can we proceed with the refund on our side.
  
  Please know that weve made every effort to support you through this situation. To assist further, we worked closely with our travel partner and the hotel to explore all possible options for a refund. Unfortunately, the request was declined, as the hotel has already charged us in full and did not authorized reimbursement for this reservation. As such, we are unable to process a refund on our end.
  
  However, the property has kindly extended a discount for your next stay as a gesture of goodwill. To redeem this discount, you can arrange the details directly with the hotel.
  
  If ever youre able to reach an agreement with the hotel management for an exception, please document the details, including the name and role of the staff member who assisted. Once you have their approval, canceling is quick and easy. Simply follow this link to complete the process: **********************************************
  
  We hope this clears up any confusion and appreciate your understanding.

• Initial Complaint

  Date:12/16/2024

  Type:Sales and Advertising 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.

  The business super is a website that gives you discounts on places including hotels. On 11/28/24 i books a hotel in ****** through this company where they give you discounted prices at hotels in the area. I rented a hotel in ****** at a price of ****** at a hyatt hotel located near ************ for December *****. On December 14 at 1230pm i went to my hotel to check in and when i went i told them my name for the reservation and they could not find me. At the time i told them i booked it at super.com where they told me that the website is a scam and they do not go through third party websites. Unfortunately there is no way to contact customer service on that website nor does any emails go through. I then put a dispute on my card for the charge and had to pay double the price again just to stay at the hotel for the night. This is me making others aware not to use this false site as the hotel says no hotels go through them and I was not the first ****** this week to come in and be scammed by that site.

  

  Business Response

  Date: 12/20/2024

  Hi ******,
  
  Thank you for sharing your concerns with uswe truly appreciate the chance to make things right and show how much we care about giving you the best experience possible!
  
  At Super.com, were thrilled to have been recognized by amazing publications like **************** Forbes, The *************** SmarterTravel, and Cond Nast Traveler! Curious to learn more about us? Check us out at super.com/press. 
  
  We work with trusted travel partners to connect you with incredible stays, and while hiccups can sometimes happen, were here to fix things. Our Support Team has already flagged your concern and is actively working with the accommodation and our travel partner to get everything sorted. Well keep you updated every step of the way to ensure a solution that works for you!
  
  Thanks so much for your patience and understanding while we handle this. Were 100% committed to making things right!

  Customer Answer

  Date: 12/20/2024

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