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:12/13/2024

  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 ordered a booking at Best Western from www.super.com on November 27 to November 28th. The Best Western website in ************* said it had a 24/7 desk and you could check-in at any time. However, when I arrived late into the AM of Nov 28, they told me the Super.com reservation was no longer valid and I would have to book again through them. I refused and went to another hotel, assuming this was an error on www.super.com's part. When i contacted Super.com to see what had happened they lied to me and said the front desk at Best Western said I had arrived late (on the 28th) and was no longer eligible. Another ******** service *** of ******************** claimed they tried to contact the hotel and ask for a refund while a 2nd ******** service *** said it was impossible and my fault for arriving in the AM -- claiming my room was "rebooked." I have attached a copy of my voucher from super.com showing there's NO policy about what time I have to arrive. The hotel itself said it was 24/7 and never claimed to "rebook" my room. They simply claimed a payment had not been made through super.com.Clearly super.com are just making up whatever they can to not issue a refund (or credit, which I was willing to accept). From all the reviews on here, you can tell this is their unofficial policy to "screw up" bookings and then say "no refund."At this point, it's obvious this was a fraudulent charge and the only settlement is a full refund.

  

  Business Response

  Date: 12/17/2024

  Hi ****,
  
  Thank you for sharing your concerns with us! We truly appreciate your feedback, and we want to reassure you that integrity and transparency are at the heart of everything we do.
  We understand that travel plans can sometimes be unpredictable, and we're here to help clarify any questions. To assist you further, we'd like to highlight that check-in and check-out times are always displayed on our website. On Super.com, this information can be found in the "About" section of the hotel card, within the terms and conditions, and also in the confirmation email you received at the time of booking.
  
  After reviewing your reservation, our Support Team has confirmed with the hotel that your booking was successfully registered in their system. However, the hotel has marked your reservation as a "No Show" since you arrived past midnight on November 28th.
  
  It's important to note that hotels operate under specific policies regarding check-in times, and they reserve the right to mark a reservation as a "No Show" if the guest does not arrive at the designated time. To avoid such situations in the future, we recommend informing the hotel directly if you anticipate arriving later than the standard check-in timespecifically, more than five hours late. This proactive step helps secure your room and ensures it's ready upon your arrival.
  
  We encourage you to review the Terms & Conditions on our website, as they outline the policies associated with your reservation and provide insights into the extent of our services.
  Since your booking falls under a non-refundable policy, modifications or cancellations are typically limited unless the hotel makes an exception. 
  
  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.
  
  We hope this clears everything up for you! If you have any additional questions or need further assistance, please dont hesitate to reach out. Were here to help in any way we can.

• Initial Complaint

  Date:12/13/2024

  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 booked a room with super.com and it confirmed and everything and when i arrived the receptionist told there was no reservation and that other people had the same issue. I am highly disappointed and frustrated because i cant get my money back and have to pay for another.

  

  Business Response

  Date: 12/15/2024

  Hey *****,
  
  Thanks for reaching out and sharing your concerns during check-in! Your experience is very important to us, and were here to make sure everything gets resolved smoothly.
  
  In the fast-paced travel industry, unexpected issues can arise, and while some things are beyond our control as a third-party booking site, we're committed to minimizing any inconvenience for valued customers like you.
  
  Our Support Team has already been notified and is on it! They will be reaching out to the accommodation and our travel partner to investigate the situation thoroughly. Rest assured, well keep you updated every step of the way and work hard to resolve this to your satisfaction.
  
  We really appreciate your patience and understanding while we get this sorted for you.

  Customer Answer

  Date: 12/17/2024

   
  Complaint: 22685264
  
  I am rejecting this response because: The business emailed me back saying that there was no booking when I clearly had a purchase confirmation and and money was charged and processed on my card.
  
  Sincerely,
  
  Negus Wedajo

  

  Business Response

  Date: 12/19/2024

  Hi *****,
  
  Your experience is so important to us, and we truly appreciate your feedback. Making sure our customers have smooth and enjoyable ******************** is always our top priority, and were here to help in any way we can.
  
  As we mentioned, the fast-paced travel world can sometimes bring unexpected situations beyond our control as a third-party booking site. Even so, we always strive to minimize any inconvenience for our valued customers like you.
  
  Were happy to share that our Support team resolved the issue by providing a full refund. As a small token of our gratitude for your patience, weve also added a credit to your account as compensation. We hope it makes your next stay even better!
  
  We sincerely apologize for any inconvenience you experienced and look forward to the chance to serve you again in the future.

• Initial Complaint

  Date:12/13/2024

  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 did not authorize credit card number or authorize transaction or membership! Canceled when realized it was a membership! No credit card number shown in account

  

  Business Response

  Date: 12/15/2024

  Hey Ranelle,
  
  Thanks for reaching out and sharing your concerns! At Super.com, we’re all about transparency and genuine business practices, so let’s clear up any confusion and make this as easy as possible for you.
  
  It looks like there might have been a little mix-up with your membership sign-up, but no worries—we’ve got you! Rest assured; we only charge for services you’ve actively signed up for. Our website complies with the Payment Card Industry Data Security Standards (PCI Compliant), the highest level of security certification, so your transactions are secure.
  
  Your membership is always confirmed with your full consent—no surprise enrollments, no automatic sign-ups! You can also check out our Terms & Conditions for more details.
  
  Super+ comes with amazing perks like Cash Advance, Credit Building, and up to 10% cashback on travel. That said, we’ve checked your account and see that you have an active membership. If it’s not the right fit for you right now, we totally understand! If you'd like to cancel or request a refund, we’re happy to assist.
  
  Just a quick note: online cancellation options may vary by state due to regulatory restrictions, but no worries—we’re here to help! You can reach our Support Team at ** ***** ******** (8 AM - 9 PM) or use the chat feature in your Super.com app for assistance.
  
  For more info, feel free to check out this article: ****************************
  
  We hope this clears things up! We’re always here for you!

• Initial Complaint

  Date:12/13/2024

  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 am from ******, ** while in business trip in ******** ****** I ordered a ride through Lyft, while on Lyft app I noticed an ad saying that I can get up to $ 200 discount, I thought it is Lyft app, click on it, took me to another site asking about my info including my CC, after getting my info they say you are already member and you cannot get the discount I just forget about it, next day I got a charge for $1.97 from super.com which I never hear about before. Contacted my CC try to cancel I cant do it, then I just blocked super.com from future charges, after two days my ********** informed me they received a $15 payment which is declined. I want this Super.com to take my name and CC off their list, nothing is received by me from them to charge for, I found this practice not honest and I also blame **** to let their customers be scammed through their app. Thanks

  

  Business Response

  Date: 12/15/2024

  Hey *****,
  
  Thanks for reaching out and sharing your concerns! At Super.com, were committed to providing reliable, trustworthy services, and were proud to be recognized by top publications like ******, The *************** and Cond Nast Traveler.
  
  It sounds like there might have been some confusion with your Super+ Membership sign-up, but no worrieswere here to help clear things up!
  
  Your security is a top priority. Our website complies with the highest ************************** Security Standards (PCI Compliant), ensuring all transactions are secure and only for services youve agreed to. Our sign-up process is completely transparent and requires your clear consent. There are no automatic sign-*** here! You can always check out our Terms & Conditions for more details.
  
  The $1.97 charge is for a Super+ trial membership, a promotional offer that lets you enjoy all the perks for a limited timeeither free or at a minimal price. If the trial isn't canceled, the full membership fee will apply once the trial period ends. Super+ gives you great perks like Cash Advance, Credit Building, and up to 10% Cashback on travel. That said, if youd prefer to cancel, were happy to assist!
  
  Just a quick note: online cancellation availability may vary by state due to regulations, but dont worrywere here to guide you every step of the way. You can reach our Support Team at ***************** from 8 AM to 9 PM or use the chat feature in your Super.com app.
  
  For more info, check out this helpful guide: *****************************************.
  
  We hope this clears things up!

• Initial Complaint

  Date:12/12/2024

  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.

  As of December 12th around 8pm I was randomly banned or my account closed without warning. I was currently working on a game on of the Earn areas of the app and spent my own money to reach its goals. I have used super for over a year and have never broke any rules and complete my games legitimately.
  
  I believe this is a wrongful ban and am shedding light on this for others to see. I enjoy using Super and would like to continue using it. Again I believe this is wrong and would like it fixed asap. I have attached a screenshot of what happens when I try to log into the app. If I am mistaken and there is an outage I apologize. If not again I would like this fixed asap. Thanks

  

  Business Response

  Date: 12/15/2024

  Hi Zeth,
  
  Thanks for reaching out and letting us know about the login issue! We truly appreciate your loyalty over the years and are grateful to have you as a valued customer.
  
  We’re really sorry for the hiccup, but rest assured, your account is not banned! The good news is that our team is already on it, working hard to get everything back on track.
  
  We appreciate your patience and understanding while we sort this out—it means the world to us! We're looking forward to getting everything running smoothly so you can enjoy using the app again without a hitch.
  
  In the meantime, if you have any questions or need a hand, don’t hesitate to reach out to our Support Team. You can find all our contact details on the app or the website: *****************************
  
  We’re here for you, Zeth—thanks again for being such an amazing part of our community!

  Customer Answer

  Date: 12/15/2024

  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.
  
  
  
  Sincerely,
  
  
  
  Zeth F******

• Initial Complaint

  Date:12/12/2024

  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.

  12/06/2024 Transaction via online with Super.com (third party site)Amount charged $347.21 I reserved a hotel room at the Holiday Inn Express and ***************** Area in ************ through Super.com. On 12/6/24 both parties charged my debit. On 12/6/2024, Holiday Inn charged my debit card $262.50 and Super.com charged my debit $347.21. I reached out to Super.com who states that they have paid Holiday Inn and that I should contact the hotel. I contacted Holiday Inn and they stated that they do have documentation that Super.com has NOT paid them because they have NOT billed Super.com at this time. Holiday Inn provided contact information for Super.com to reach out in order to settle the cost.Super.com will no longer respond to me or my messages in order to receive this contact information in order to settle with Holiday Inn. Nothing has been resolved at this time.

  

  Business Response

  Date: 12/15/2024

  Hi ******,
  
  Thanks for reaching out and sharing your concerns! Your experience truly matters to us, and were here to ensure everything gets sorted out smoothly for you.
  
  In the fast-moving travel industry, unexpected issues can sometimes arise that are outside our control as a third-party booking platform. That said, were fully committed to minimizing any inconvenience for our valued customers like you.
  
  Weve already notified our Support Team, and theyre reaching out to the accommodation and travel partner to investigate the matter thoroughly. Well keep you updated and work hard to resolve this to your satisfaction.
  
  We appreciate your understanding while we sort this outweve got your back and will update you every step of the way!

  Customer Answer

  Date: 12/19/2024

  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:12/11/2024

  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.

  They have billed despite my cancellation. They try to bill over again after 10 days. They request my full social security number. They don't credit rewards for games I played. They don't have anyway for me to redeem what I have earned.

  

  Business Response

  Date: 12/12/2024

  Hi Zoe,
  
  Thank you for bringing this to our attention! Were so glad you did, and we truly appreciate the chance to help. Integrity and transparency are super important to us, and were here to make sure everything is crystal clear for you.
  
  After checking your account, we noticed an attempt to charge your credit card because your membership is still active. If youd like to cancel your membership, no worries at all! Our friendly Support team is here to make the process quick and easy for you.
  
  Regarding your credits, game credits usually appear in your account within two business days, while task credits can take up to 14 business days as our partner finalizes them. If youre redeeming less than USD $50 in credits, theyre usually released to you right away, though sometimes it can take up to two business days. For redemptions over USD $50, the release typically happens within a few days.
  
  To find the exact date your credits will be available, just check the "Activated At" field. In some cases, it may take up to 14 days for a credit to be released, no matter the amount.
  We also noticed youve already received some rewards from gamesamazing! The highest one so far was $13.20 on December 07, 2024. Keep up the great workyoure doing fantastic!
  When it comes to using your rewards, you can redeem them for gift cards or use them with the Super Pay Card. If you dont have a Super Pay Card yet, no problem at allyou can still use your credits for bookings on Super.com.
  
  If youd like to earn gift cards, its super simple! Just keep your Super+ membership active and complete a quick identity verification during sign-up. This might involve providing your Social Security Number to keep your account secure, and we promise its handled safely by our trusted identity verification partner.
  
  We hope this clears everything up for you! If you have any more questions or need help with anything at all, were always here for you. You can give us a call at ***************** between 8 AM and 9 PM, or chat with us directly through the Super.com app.
  
  We hope this clarification addresses any doubts or concerns you may have had.

• Initial Complaint

  Date:12/11/2024

  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.

  Upon taking a LYFY ride I get a notification as I thought, (must have been an add.) So I sign up to.get the 20 dollars it said I could get, no, I pay them 20 dollars and 20 dollars "pending" they say toy get paid for games that are in beta, nothing positive here.

  

  Business Response

  Date: 12/12/2024

  Hey *****,
  
  Thanks for bringing this to our attention! Transparency is super important to us, so we make sure to provide all the details upfrontcosts, perks, rebates, and how to cancelso you have a clear picture of what to expect with our Super+ membership and can make informed decisions. For a deeper dive, feel free to review our Terms & Conditions for a better understanding.
  
  As mentioned during sign-up; to claim your rebate, you must submit the claim form before it is granted as credits to your Super.com account within 30 days of your Super+ membership purchase.
  
  Our Super+ membership offers great perks like Cash Advance, Credit Building, and up to 10% Cashback on travel, but were here to support you in whatever you decide. Whether youd like to continue enjoying these benefits or need help with cancellation, weve got you covered!
  
  Please note that cancellation options may vary depending on your state due to some regulations, but no worriesour Support Team is ready and happy to assist you every step of the way. You can reach us at +1 ************** (8 AM - 9 PM), or via the chat feature in your Super.com app.
  
  For more info, feel free to check this article: *****************************************
  
  Hope this info helps! We're here for you!

• Initial Complaint

  Date:12/10/2024

  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.

  I went to the web site super.com to understand what they were offering. I needed to enter my email to get any kind of information. The site immediately came back with "thank you for signing up" I then realized this was a membership site. I closed out the site immediately as I was not interested in a membership. In a week my credit card was charged the first membership fee. My credit card flagged it and stopped payment. The credit card company recommended getting a new card and cancelling the old one. I do not have any payment cards saved on my computer (I checked) I never entered it into the website. They somehow got my card number from somewhere and charged me the membership fee without my authorization.

  

  Business Response

  Date: 12/12/2024

  Hi *****,
  
  Thank you for voicing your concerns. We truly value your feedback, and were committed to ensuring that integrity and transparency remain at the heart of everything we do.
  It sounds like there may have been a bit of confusion with your membership sign-up, and were here to make things as clear and easy as possible for you.
  Wed like to reassure you that we only charge for services youve actively signed up for, and we always make sure memberships are confirmed with your full consentno hidden fees or automatic enrollments, ever.
  
  Our Super+ membership offers great perks like Cash Advance, Credit Building, and up to 10% Cashback on travel, but were here to support you in whatever you decide. Whether youd like to continue enjoying these benefits or need help with cancellation, weve got you covered!
  
  Please note that cancellation options may vary depending on your state due to some regulations, but no worriesour Support Team is ready and happy to assist you every step of the way. You can reach us at +1 ************** (8 AM - 9 PM), or via the chat feature in your Super.com app.
  
  For more info, feel free to check this article: *****************************************
  
  Hope this info helps! We're here for you!

• Initial Complaint

  Date:12/10/2024

  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.

  Super. Com Has been trying to take money out my account for over a year and they finally succeeded although I have cancelled my subscription over a year ago and a few weeks back as well. I have not used them in over a year I have been waiting on a refund ***** for over 8 days. I call and since I have cancelled my subscription I now have to wait hours on hold and I get no one on the line. I have to clock out at work to call them.

  

  Business Response

  Date: 12/12/2024

  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 take these matters seriously and assure you that integrity and transparency are at the core of our services.
  
  We understand it may feel like theres been an ongoing issue, but after carefully reviewing our records, we can confirm that your membership was registered on July 13, 2024. We want to assure you that weve never attempted to charge you prior to that date. As a ********************** we process all transactions securely and only for services youve authorized.
  
  Super+ offers great perks like Cash Advance, Credit Building, and up to 10% cashback on travel. We completely understand if Super doesnt feel like the right fit for you, and were always here to make things right. As of December 1, 2024, your membership has been successfully canceled, and no further charges will occur. Additionally, a full refund was issued to you on December 2, 2024.
  
  We hope this clears things up! If you have any further questions or need assistance, dont hesitate to reach out. Were here for you!

  Customer Answer

  Date: 12/12/2024

  Better Business Bureau:
  I still haven't got refund but I'll accept the resolution and wait for refund.
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me.
  
  Sincerely,
  
  ***** *******