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:12/09/2024

  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.

  They charged me $1.97 without my authorization and didn't refund me when I cancelled right away. I'm not even sure what the charge was for

  

  Business Response

  Date: 12/10/2024

  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 trial 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.
  
  With a Super+ membership, you get access to fantastic perks like Cash Advance, Credit Building, and up to 10% Cashback on travel. The $1.97 charge you mentioned is for a Super+ trial membership, a special promotional offer that allows you to explore all the membership benefits at minimal cost. If the trial isnt canceled, the full membership fee applies after the trial period. And as outlined in the terms and conditions, the trial fee is non-refundable.
  
  The good news is that weve reviewed your account and can confirm that your trial membership was successfully canceled on December 9, 2024. You can rest easy knowing there will be no further charges for the monthly subscription.
  
  We hope this clarifies your concerns, ******, and were always here to help if you need anything else. Thanks for giving us the chance to assist you!

• Initial Complaint

  Date:12/09/2024

  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.

  Misleading information and fraud charges

  

  Business Response

  Date: 12/09/2024

  Hi Yuri,
  
  At Super.com, were passionate about delivering exceptional and reliable services, and were honored to be recognized by renowned publications like the **************** Forbes, The *************** SmarterTravel, and Conde Nast Traveler. Feel free to explore more about us here: super.com/press.
  
  Were committed to making your experience the best it can be, and wed love to understand more about the challenges youve encountered. Could you share a bit more detail about the issue?
  
  Our friendly Support team is here and ready to assist you Monday to Friday from 8 AM to 9 PM. You can give us a call at ***************** during these hours or use the chat feature in your Super.com app whenever its convenient for you. Wed recommend reaching out during business hours for the quickest response!
  
  In the meantime, this helpful article might provide some guidance: *****************************************
  
  Were here to support you and look forward to helping you soon!

• Initial Complaint

  Date:12/08/2024

  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 booked a hotel with super.com the hotel would not let me check in so I called super.com. The lady who answered the phone called the hotel to try and fix the situation without success. She then told me to call the hotel and get a cancellation form. I called the hotel and the person refused to talk to me they said they would only talk to super.com so I called back and told a different person that and they told me they will not call the hotel that its against their policy even though the lady before him called. So I emailed the hotel and told them what you needed. They sent it I sent it to you but you didnt like what I sent but refused to call to tell them what you want. Give me my money back. I slept in my car because some of your workers are helpful and the rest I cant even understand what they are saying. I slept in my car. I want my money back and maybe have an Inservice with your employees so they know how to talk to your customers or dont I dont care. I will never use your app again

  

  Business Response

  Date: 12/09/2024

  Hi ***,
  
  Thank you so much for bringing this to our attention. We truly appreciate you taking the time to share this with us, and we want to assure you that were here to support you every step of the way.
  
  We completely understand that travel plans can sometimes come with unexpected challenges. After reviewing our records and connecting with our travel partner, it seems the hotel wasnt able to check you in due to their policy about underage guests.
  
  Hotels do set their own policies, and they have the final say on these matters, but we want to help you navigate this as smoothly as possible! Wed recommend reaching out to the hotel management directly to discuss any exceptions or clarificationstheyll be best equipped to assist you further.
  
  As for your booking, it is non-refundable, which means changes or cancellations typically require approval from the hotel. If the hotel has agreed to an exception for you, please be sure to note all the details of your communication with them, like the name and position of the staff member who helped.
  
  Once you have their approval, you can easily initiate a cancellation by visiting this link: ********************************************** and following the promptsits quick and simple!
  
  We really hope this clears up your questions and helps resolve the situation. If theres anything else we can do or if you have more questions, please dont hesitate to reach out. Were always here to help!
  
  

  Customer Answer

  Date: 12/11/2024

  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.  ******, the person checking me in, lied to me and kept changing the policy. I have had no response from Holiday Inn about this issue. I will reach out again to them and hopefully they will give me a response this time. 
  
  Sincerely,
  
  *** *****

• Initial Complaint

  Date:12/07/2024

  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.

  Nov 15, 2024 I paid Super.com $208.91 and they have not paid the ************ in ****************I have documentation attached.They are now lying about paying the hotel, and I have the manager involved. She said no one had called her, even though they said they spoke to her on Dec ****** attachment explains it all.Super.com has my payment, but they never paid the hotel.

  

  Business Response

  Date: 12/09/2024

  Hi ***,
  
  Thank you for bringing this to our attention! We truly appreciate the opportunity to assist you and value your feedback as it helps us grow and improve.
  We understand that your reservation didnt go as smoothly as expected, and were here to make things right. The travel industry can sometimes present unforeseen challenges, but our team is fully committed to ensuring a seamless experience for you.
  
  Our Support team has already been notified and is reaching out to the accommodation and travel partner to thoroughly investigate this matter and ensure you'll receive a refund on your end. Well keep you updated every step of the way and work to find a resolution that meets your needs.
  
  Your trust and understanding mean so much to us, and were always striving to enhance the quality of our services. If theres anything else we can do for you, dont hesitate to let us knowwere here to help!

  Customer Answer

  Date: 12/10/2024

   
  Complaint: 22655801
  
  I am rejecting this response because:

  I have over 10 emails from Super agents saying the same thing and have made at least four to five phone calls requesting help. I am exhausted and desperately need the money to pay bills.

  My request is Super refund me, not the hotel. I want my Super payment refunded to my credit card as I paid the hotel already. The receipt is attached.  You can see Super never paid the Hilton. Call ***** ****, manager, she is waiting for a phone call from Super. Again, once you confirm with her the digital payment was not made from Super, I request Super refund my mastercard for the $208.91.  I paid the Hilton and as you can see it was over $40 less. 

  This matter is almost a month in progress and I have requested help the whole time, but a lie set me over the edge and gave me no trust in Super. 

  Sincerely,
  
  *** *****

  

  Business Response

  Date: 12/11/2024

  Hi ***,
  
  Thank you so much for reaching out and giving us the opportunity to assist you! We completely understand how important it is to have clarity about unexpected charges, and were here to help.
  
  After carefully reviewing the situation, we wanted to share an update with you. Our records show that our support team worked closely with both the hotel and our travel partner to ensure everything was addressed. The travel partner confirmed that the virtual card payment was successfully processed by the hotel and received by ***** ****. Since our travel partner handles payments with the hotel on our behalf, theyve verified that the transaction was completed as expected.
  
  To provide extra reassurance, we also contacted the hotel directly. They confirmed that the virtual card payment was processed successfully and that the $168.45 charge was made once. They also let us know that this charge has already been refunded. If the refund hasnt appeared in your account yet, the hotel suggests checking with your bank, as the funds have been released on their end.
  
  We hope this provides clarity and puts your mind at ease! If theres anything else you need, please dont hesitate to reach outwere always happy to assist.

  Customer Answer

  Date: 12/15/2024

   
  Complaint: 22655801
  
  I am rejecting this response because:
  This business has missed the point of this complaint.

  why did it take me going to the BBB to have them pay the hotel four weeks later after this complaint came in.

  i am requesting my full payment from Super even though they paid hotel after the complaint.

  after speaking with the Hilton manager this type of business practice from super is wrong and not fair to the consumer.

  how many times does it occur and the customer does not realize they have paid twice.

  The fact one agent lied about talking to ***** the manager - I have no words.

  i want $208 from Super for not being an honest and reliable company to use and the time I have spent and stress from begging the company to pay the Hilton so I could get my credit.

  this request is for my time and stress. 

   

  Sincerely,
  
  *** *****

• Initial Complaint

  Date:12/07/2024

  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.

  A booked a hotel stay with this third party site for the first time. I was given the option to pay immediately for my room and I did. I received an email and text from super.com stating that my reservation was made. I received the confirmation number *********** I called the ******* *** ******* ** ******* ** ***** ******** and they stated they never received the reservation. I called super.com ************** and they stated once again the reservation was made. I called ******* *** ******* *** corporate line and they stated they did not have a reservation for me at all and even if it was booked through a third party they would see it. They also stated that it seemed to be a scam being that they never heard from the third party before. I went ahead and booked another flight directly with ******* *** ******* ***. They provided the confirmation number ********. I called super.com to update them on what happened and they stated they would look into it , I spoke with *****. ***** called me back and stated she spoke to front desk and ******* *** and she received a confirmation number. She began giving me the confirmation number I personally received from ******* ***. I notified her that the confirmation number she was giving me was from the reservation I made with ******* *** ******* *** directly. She then stated she will call me back with more information. I emailed super.com as well and they also emailed me back the confirmation number that ******* *** ******* *** gave me. ***** called
  Me back from +1 ***** ******** (which states scam likely on called id) and stated that the travel team stated they made mistake with the booking and she will refund me. She stated that I will have to disconnect the call.

  

  Business Response

  Date: 12/08/2024

  Hey Camil,

  Thanks for sharing your concerns! We want to assure you that your experience is important to us, and we take your feedback seriously. At Super.com, we’re committed to providing reliable and reputable services, and we’re proud to be recognized by top publications like the ********* *****, ******, *** *** **** *****, *************, and ***** **** ********. You can learn more about us here: ****************

  Our hotel rooms are sourced from diverse partners and wholesalers to provide the best rates, including access to exclusive deals. We understand how concerning it can be when your reservation doesn’t immediately show up, and we’re here to assist.

  Just to give you a bit more insight into the booking process: It’s common for many hotels to process third-party bookings closer to the check-in date, which might explain why they can’t provide their internal reservation number just yet. However, with your reference code **********, the hotel will generate their Hotel Confirmation Number (HCN) as your arrival date approaches.

  As a third-party platform, we have limited control over the hotel’s internal processes, and some properties only reveal reservation details as check-in nears, while others share them right after the booking is confirmed.

  After reviewing your case, we can confirm that your reservation has been successfully canceled and refunded by our Support Team as of December 7, 2024. It typically takes 3–5 business days for the funds to appear in your account, depending on your bank’s processing time.

  We’re glad we could resolve this for you, and if you have any other questions or need further assistance, don’t hesitate to reach out. We’re always here to help!

• Initial Complaint

  Date:12/06/2024

  Type:Customer Service 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 said I will get a credit of $100 for completing foundation phase for merit America task and I never received the credit

  

  Business Response

  Date: 12/07/2024

  Hey *****,
  
  Thank you for sharing your concerns regarding your missing credits. We completely understand how important it is for you to receive the rewards youve earned, and were here to help make that happen.
  
  After thoroughly reviewing your case, our HQ Team has identified the issue. As mentioned in the email sent to you, it appears that you have changed your email address in the system before completing step 4, which caused a discrepancy and prevented your rewards from being credited.
  
  Rest assured, our team is on it and working hard to resolve this as quickly as possible. We appreciate your patience during this process, and well keep you updated with any progress.
  
  We truly appreciate your understanding as we work to get this resolved for you. If theres anything further we can do to assist in the meantime, please dont hesitate to reach outwere always here to help!

  Customer Answer

  Date: 12/07/2024

   
  Complaint: 22649511
  
  I am rejecting this response because: my email was never changed. I updated the app not my email address so somebody at super.com screwed me out of $100
  
  Sincerely,
  
  ***** *******

  

  Business Response

  Date: 12/10/2024

  Hey *****,
  
  Thank you for bringing this to our attention. We understand your concern, and we want to clarify that were here to help. It sounds like there may have been a mix-up, as you mentioned your email was never changed, and you only updated the app.
  
  Rest assured, we've passed this information on to our HQ team, and they are actively investigating this matter to understand what happened and resolve it as quickly as possible. We truly appreciate your patience while we work through this and will keep you updated with any progress.
  
  If theres anything more we can do in the meantime, please dont hesitate to let us know. Your satisfaction is important to us, and were committed to making things right!
  
  

  Customer Answer

  Date: 12/10/2024

  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:12/05/2024

  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 booked our honeymoon on Super.com for the *******. ************************** *********************************. Confirmation number B15675834. Dates from Oct 10 2024-October *******. I have tried since October to get a refund. We could not get out of ******* due to Hurricane ******. The airports were not open until Wednesday October 16th. I have called the resort for a refund. They say I have to talk to Super.com. Super.com tells me I have to talk to the resort. I have been unsuccessful with both companies for almost two months. Hurricane ****** was a natural disaster. We could not get out of the state and they are refusing to give me a refund.

  

  Business Response

  Date: 12/07/2024

  Hey ********,
  
  Thanks for sharing your concerns! We understand that your situation was beyond your control, and it must have been difficult, especially with airports being closed due to Hurricane ******.
  
  Since your reservation was already past the ***** period for a refund, it was already a non-refundable rate. As noted on the booking form and reiterated on the confirmation page, this prevents us from making alterations to the booking, including changing dates or processing a cancellation refund.
  
  After a thorough review of your case, we want to assure you that our Support Team explored every possible avenue to secure a complimentary cancellation for your non-refundable booking.
  
  While we always strive to advocate for our customers, there are times when certain policies and limitations restrict what we can do. Despite our efforts, our travel partners denied the request for a cancellation, leaving us unable to process a refund.
  
  In situations like this, we recommend raising a claim with your flight operator, as they were accountable for your no-show at the accommodation. Additionally, we encourage you to check with your travel insurance provider to see if they offer coverage for cancellations caused by unforeseen events like hurricanes.
  
  We truly value your satisfaction, and while there are limits to what we can do with non-refundable bookings, we're here to assist in any way we can.
  
  If you have been in direct communication with the accommodation and theyve agreed to a refund, please gather all the details (like the staff members name and position), and you can initiate the cancellation process here: ********************************************** and following the provided prompts.
  
  We hope this helps clear things up! Remember, were always here for you.

• Initial Complaint

  Date:12/05/2024

  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 was charged ***** and Im not sure why I was charged ***** from this company when *** never signed up for its services.

  

  Business Response

  Date: 12/07/2024

  Hi Skylar,
  
  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. It seems like there may have been some confusion with your membership sign-up, and were here to help clear things up for you.
  
  Rest assured, we only charge for services youve actively signed up for, and we always make sure memberships are confirmed with your clear consentno hidden fees or automatic enrollments.
  
  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:12/04/2024

  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 recently signed up for super.com with a subscription to their plus model. I do not recall at any point being notified that they report to credit bureaus, however they reported it as a new account. Thats fine, I suppose. I attempted to take an advance, it did not appear to go through, however it was unclear to me as it continued to tell me it could not connect to my bank. However, it did take my subscription fee fine. After multiple attempts I tried to see if I owed anything, perplexed and I could not figure it out. I tried reaching out to the company in various ways, and hit a wall. At this point, I assumed everything was fine, as I could not find any indication of owing anything on the site or the app and it allowed me to unsubscribe from plus - essentially disallowing me from using any of its advance capabilities as well. Thinking I was done with this company, to my surprise, when I looked at my credit report, it said I had a balance of $49. So, I go back to look at the site and I can see no indication that I owe money anywhere. And then it charges me AGAIN for a subscription, even though I unsubscribed. So charged twice now for a total of $30 for seemingly no service. I now wonder, is it still charging me cause I owe something? So, again I ask on the chat, talk to numerous people, no one can tell me if I owe money and they just tell me to call them, then they can help me. Why do I need to call for such a basic question. Now I'm thinking this is a scam. I email them and ask for them to please delete my account information, to which I'm told it they cant delete my information unless I call them cause that's "against federal laws" - weird cause I've literally never had to contact anyone to delete my information ever. No one I've spoken to seems like a real person or seems to be trying to get me onto the phone. I feel like this company is a scam.

  Customer Answer

  Date: 12/05/2024

  Hello I have been trying to contact BBB. I would like to rescind my complaint, as I have recently discovered new information upon searching the businesses app. Is there a way for me to do this? I cannot figure out how. 

   

  Thank you.

• Initial Complaint

  Date:12/03/2024

  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 signed up for a super.com membership not knowing that it would be $15/month and tried to go in and cancel it various times, and the app told me it was cancelled. Every month I am still getting charged $15 and my most recent one was yesterday so I know my membership is not cancelled and that the app misinformed me as a customer. I would like a full refund as I was never told I would be charged for anything and to me, super.com made it seem like their service was completely free. As a college student, 7 charges of $15 each weighs on me and I dont want to keep losing money for something Im not even doing.

  

  Business Response

  Date: 12/06/2024

  Hi ******, 
  
  We completely understand how important it is to manage your expenses as a college student, and were here to make things right for you.
  
  The $15 charges youve mentioned are for a Super+ membership, which includes valuable benefits like Cash Advance, Credit Building, and up to 10% Cashback on travel. These details are displayed during the signup process, but we understand how things can sometimes get overlooked in the excitement of trying a new service.
  
  If you decide its not the right fit, no worries at all! Were happy to assist with cancellation because your satisfaction is always our priority.
  
  Just a quick note: online cancellation options may vary based on your state due to local regulations. No need to stressour team is here to help every step of the way! You can reach us at ***************** from 8 AM to 9 PM or use the chat feature in your Super.com App.
  
  For more details, check out this article: *****************************************.
  
  We hope this clears everything up! Feel free to reach out anytimewere always here for you.