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:11/21/2024

  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 completion of a task to earn money, I was not only rejected by one of their partners, but their partner stole money from me. When I addressed it with customer support, they told me to contact the partner. When I contacted the partner, they told me to contact super. Now I am banned, even though I did nothing wrong. And I should have about $150 more than what I do now. They knowingly allow their partners to steal from THEIR own customers on THEIR platform and then ban you and claim they cannot reverse it. Never did anything wrong. First time anything like this has even happened to me. Claims that youll be banned after multiple reversals. But they banned me after one that wasnt my fault. This has happened to others too. They need to be held accountable for their actions.

  

  Business Response

  Date: 11/24/2024

  Hey ********,

  Thanks for reaching out and sharing your concerns! We genuinely appreciate your feedback and take these matters very seriously. Integrity and transparency are fundamental to our services, and as a company featured in reputable publications like the **************** ******, and the *************** we remain committed to upholding the trust of our customers.

  Before any account is terminated, we conduct a thorough review to ensure compliance with our Terms of Service by working closely with our trusted partners to ensure all decisions are accurate and aligned with our policies.

  Following a detailed review of your account, it appears that participation in the rewards program was terminated due to a violation of our Terms and Conditions. For more details, please refer to the "Termination" section here: *****************************************************************

  This means your remaining rewards are no longer available for redemption and hold no cash value, and this decision is permanent and cannot be reversed.

  For transparency, we collaborate with trusted earnings providers to track your progress with games, surveys, or tasks. Our partners provide us with accurate data on your progress, which is crucial for distributing the appropriate credits.

  As for your concern about missing rewards, rest assured that our HQ team is already investigating this matter. Weve flagged your case to the appropriate team, and youll receive updates from them soon.

  Your experience matters to us! Thank you for your understanding as we work to sort this out!

  Customer Answer

  Date: 11/24/2024

   
  Complaint: 22589369
  
  I am rejecting this response because:

  I am tired of the canned replies you all use. I did NOTHING wrong. I even submitted proof to Tyr Rewards. Im not the first one they stole money from. The fact that you allow them on your platform is ridiculous. They are stealing money from YOUR customers, and you all dont even care. You clearly did not do a thorough review because if you did, you would see they never credited my account to begin with. I had $32.76 in my account. Then I woke up a few hours later with -$37.24. If they had given me $70 and then taken it away, I would not have been negative anything because I already had money in my account from other offers. You all should be able to see that on your end. And its only a permanent decision because you all chose for it to be. Not because it has to be. I did nothing wrong. You can see in my screenshot that I was never credited the $70 to begin with. I had just completed the offer the night before. There is no transaction showing that I was credited $70. At all. I have proof that I finished the task with time to spare. Everything else credited correctly from that game. There is no excuse for Super to allow Tyr Rewards to steal from YOUR consumers. That makes you responsible for allowing it and punishing your customers for it, rather than getting rid of Tyr Rewards. I didnt even push to get the money back. I accepted it and started working to dig out of the hole I never dug to begin with. Then you guys unjustly terminated my account. I will not stop fighting till I can use my account again and/or I get my $150 Im owed. 
  

  In the attached photo, you can see that I was never credited the money to begin with. I finished it on Sunday evening, November 17th. There is no credit to be reversed. In the second image, I have a screenshot showing how much was in my account BEFORE the credit reversal. I had $32.75 Monday, November 18th at 5:48am. Then I wake up on Monday with -$37.24. As you can see from the photo with the positive balance, there were credits already in my account before Tyr Rewards did anything. You can also see that I never redeemed my rewards. Therefore, IF you guys actually did a thorough investigation like you claimed you did, you would see that I am right and that Tyr Rewards stole $70 from me. I also have proof that I completed the offer in time. I stayed up all night to complete it even. I completed the offer at 9:06pm on November 17th. I have a screenshot with time stamps to prove it. I still had 33 minutes and 6 seconds left to complete it by the time I finished. I submitted a ticket to prove I did it before the time was up because all the other rewards paid out right away, but this one didnt. The reward was then listed as pending later on their page then changed to rejected on their page. However, as you can see from my screenshots, they NEVER credited my account with $70 to begin with. Trust me,  I have so much proof. I take screenshots of every step and everything really because of places like you who dont actually investigate things thoroughly but say they do. So again, I did NOTHING wrong. I never should have had my account terminated. 

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

  

  Business Response

  Date: 11/27/2024

  Hi ********,
  
  Thanks so much for reaching out! Integrity and transparency are super important to us, and we want to make sure everything is clear for you.
  
  Before making any decisions, we conducted a thorough review, and it turns out there was a violation of our terms and conditions. This led to the termination of your participation in the cash rewards and cashback program. While this decision is final, you can check out the "Termination" section here for more info: *****************************************************************.
  
  That said, weve flagged your concern about the missing rewards with our HQ team, and theyre actively investigating it as a priority. You can expect updates from us soon!
  
  If you have any more questions or need clarification, were always here to help.

  Customer Answer

  Date: 11/28/2024

   
  Complaint: 22589369
  
  I am rejecting this response because: you all literally just said the exact same thing. I gave you proof that I did not violate anything. If anything, I was violated. Stop with the canned replies. I wont stop till I get a resolution. I have screenshots with proof of everything. Also, since you keep saying I violated terms, please enlighten me on what I violated. Im sure youll either not be able to say or make something up because I am right and you guys are wrong and need to fix this. Stop stalling. 
  
  Sincerely,
  
  ******** *****

• Initial Complaint

  Date:11/20/2024

  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 booked a hotel stay through Super.com. I booked the trip earlier this year, around May. The trip was scheduled for ******** November 21st-24th 2024. I purchased the trip in full with REFUND ASSURANCE. I had to cancel the trip due to work. When I went to cancel the booking more than 5 days in advance the company required me to submit a reason for cancellation. They asked for documentation as to why I could not take the trip. Im not exactly sure how to provide documentation for such a thing. Also, none of their business as to why I can or cannot go. I submitted my refund request on the Saturday before the trip. The trip starts on the following Thursday. They emailed me back on Tuesday saying my refund was denied. I called their customer support to find out why or how they could just deny my refund like that. Mind you, I PAID EXTRA for REFUND ASSURANCE. Their policy was that I could cancel at any time up to at least one day in advance. While speaking with their customer support, the lady on the phone said that she could not assist me so she put me on hold to transfer to a different *** in the company. I waited for ***** minutes just for the same voice to come back on the phone and act like she had no idea why I was calling. She continued to say that she could not help me and I must do the process online. She had already been aware that I had done that and that it was denied and I could not get a resolution that way. The customer support was very dismissive and searching for any way possible to NOT assist me. Now I am responsible for a $1,000 charge that I will not be able to attend. I feel that this was a breech of agreement and a very thievery way to do business.

  

  Business Response

  Date: 11/23/2024

  Hi ******,

  Thank you for sharing your recent experience with our Support team. Your feedback is incredibly valuable to us and helps us improve continuously. ?As a reputable company featured in top publications like the **************** ******, and the *************** were committed to maintaining credibility and providing genuine support.

  We understand how important flexibility is when it comes to reservations, and were here to support you every step of the way.

  Regarding your booking, we wanted to clarify a few details. You opted for a non-refundable rate, which offers discounted pricing but comes with stricter cancellation terms. However, you chose to extend this policy with the Enhanced Refund option. While the upgrade itself is non-refundable, it offers protection under specific conditions to help with unexpected changes.

  Alternatively, booking a flexible rate, allows for a full refund if you cancel within the ***** period.

  For more details about our policies, including the Enhanced Refund option, please visit the links below:
  *****************************************
  **************************************

  That said, if youve spoken with the hotel and theyve agreed to make an exception, be sure to gather details from that conversation, including the name and position of the staff member who assisted you.Once you've secured approval, you can easily initiate a cancellation by visiting: ********************************************** and following the prompts.

  We hope this clears things up! If you have more questions or need further assistance, dont hesitate to reach outwere here to help.

• Initial Complaint

  Date:11/19/2024

  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 used super.com to book a hotel room for one night on 12/7/24 at ************ in ********, **. I paid ****** total, including an extra fee making it refundable. After I booked the room with super.com I called the hotel to verify that my reservation went through and they assured me that they have been fully booked for that day and there were no rooms available, and they had no record of this booking with super.com. I called super.com to cancel and complain, since they booked me a room that wasnt even available. I asked for a full refund considering I paid extra for the refund and this issue was not my fault but the companys, for taking my money for a room that isnt actually available. I have called customer service multiple times and all they keep saying is they have to contact their travel partners. But this has been days ago. I am not sure why I am not getting my ****** back. Im thinking this company is a scam.

  Customer Answer

  Date: 11/20/2024

  Hello,

  My name is ***** ********** and I recently filed a complaint with Super.com. I was wondering if its possible to disregard the complaint. I have worked it out with the company and my reservation is now fully booked and verified. It just took a long time for the hotel to process the booking. There is no refund needed.

  Thank you,

  ***** **********

• Initial Complaint

  Date:11/19/2024

  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 don't travel and I've tried to cancel but get the runaround they have been charging me for months I even tried cancelling on email and never got back to me I'd like to receive a full refund from the time I was charged back in August but if I have to take a loss so be it I just need them to stop charging me

  

  Business Response

  Date: 11/23/2024

  Hey Michelle,

  Thanks for reaching out and sharing your concerns! It sounds like there might’ve been some confusion with your Super+ membership sign-up, and we’re here to help clear things up.

  Our sign-up process is designed to ensure everything is transparent and that clear consent is provided before confirming any membership. We don’t—and can’t—automatically enroll anyone. You can always review our Terms & Conditions for more details.

  Super+ comes with awesome perks like Cash Advances, Credit Building, and up to 10% Cashback on travel. While these benefits are great, we totally understand if the membership isn’t the right fit for you at the moment. No worries—you can easily cancel online, although some states may have different processes due to regulatory restrictions.

  We know it’s not the most convenient, but we're here to guide you every step of the way and are continuously working to make things smoother!

  For assistance, our Support team is just a call away at ** ***** ******** (8 AM - 9 PM), or you can use the chat feature in your Super.com app for quick, convenient help.

  One quick note: it seems we don’t have a record of your previous contact. You may have sent your message to a different email address. Feel free to reach out again so we can assist!

  We hope this clears everything up, and we’re always here if you need anything else.

  Customer Answer

  Date: 11/24/2024

  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,
  
  
  
  Michelle R********

• Initial Complaint

  Date:11/19/2024

  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.

  Checked my online statement and noticed a reoccurring charge for $15 four different times and one for $1.97 the first time by a company called super*super+. I never signed up for any service through this company and when you try to call to resolve the issue of them stealing and taking money out of my account without permission they proceed to ask you for private info. I never gave info in the first place. Never signed up for anything and not sure how they got my info in the first place. This is shameful. They clearly have done it to more than just me. I want my money back. I will get it back and will go to great lengths to get it back. Theft is a crime last time I checked!

  

  Business Response

  Date: 11/23/2024

  Hey *****,

  Thank you so much for bringing this to our attention. We really appreciate your time and the chance to address your questions. At Super.com, we are committed to offering reliable and reputable services, and were proud to have been recognized in respected publications like the **************** ******, The *************** Smarter Travel, and Cond Nast Traveler.

  It looks like there may have been a little confusion regarding your enrollment in our Super+ membership. Our sign-up process is designed to ensure clear, explicit consent, so you can be confident that we dont sign anyone up without their approval.

  As our website complies with the ************************** Security Standards (PCI Compliant), we adhere to the highest payment security standards. We only process charges for services youve explicitly agreed to. For more details, feel free to review our Terms & Conditions.

  The $1.97 charge you mentioned is for a Super+ trial membership, which gives you a promotional period to enjoy Super+ benefits at little to no cost. If the trial isnt canceled, the full membership fee will apply once the trial ends. As a Super+ member, you get amazing perks like Cash Advance, Credit Building, and up to 10% cashback on travel. But if youve decided that its not for you, wed be more than happy to assist with a refund! Your satisfaction is our top priority.

  Our Support team is here to assist you every step of the way! You can reach us by phone at ***************** from 8 AM to 9 PM or via the chat feature in your Super.com App. Just a heads-up: online cancellation options can vary by state, but were always working to make the process as smooth as possible. For security purposes, our team might ask for some information like your phone number or email address to assist you further.

  We hope this clears things up, and please dont hesitate to reach out if you need anything else! Were always here to help.

  Customer Answer

  Date: 11/25/2024

   
  Complaint: 22577455
  
  I am rejecting this response because: I never signed up for whatever service it is you provide. I never gave any information to anything or anyone pertaining to this business. I did not sign up and agree to any fees with your company. Again, there are many others with the same complaint. You have another party selling our information and then pretend people signed up and agreed. I do not travel or book things therefor why would I sign up let alone agree to this. I was charged $1.97 without my permission in July, I was charged $15 twice on the same day in August. August 12th to be exact. Charged in September without permission or me signing up for any of your services you stole another $15 from my account. And October another unauthorized $15 and here we are November and yet another unauthorized $15 you have taken without permission. This is theft! I would like my money back. I am not giving personal information that I never gave in the first place. I have no email related to your company and I do not receive emails from you. I have no app that has anything with the word super in it. I have never even heard or seen of such until I notice all the unauthorized money taken from account. Never gave a phone number, NOTHING. This needs to be resolved in a manner that peoples info is no longer being jeopardized or being used without permission.
  
  Sincerely,
  
  ***** ***

  

  Business Response

  Date: 11/28/2024

  Hi *****,
  
  At Super.com, were dedicated to offering services you can trust, and were proud to have been featured in reputable publications like the **************** Forbes, *************** SmarterTravel, and Conde Nast Traveler. You can always learn more about us at super.com/press.
  
  We want to reassure you that transparency and integrity are at the heart of everything we do. As mentioned, we dont automatically sign anyone up for our memberships. Instead, we ensure you have a clear option to choose whether youd like to join.
  
  We also make managing your membership simple. While online cancellations may not be available in all states due to regulations, our Support team is always ready to assist. You can reach us at ***************** or via the chat feature in your Super.com App. Please note that any verification details requested by our Support team are for your security.
  
  We hope this clears things up, and were here to help if you have any further questions.
  
  

  Customer Answer

  Date: 12/03/2024

   
  Complaint: 22577455
  
  I am rejecting this response because:
  Again, I never gave personal information or signed up for any of your services. Not sure why you keep beating around the **** as far as that goes. Sounds like youre running a scam on top of a scam. You keep stealing out of my account. It happened again the other day. This needs to be resolved without me giving information I never gave in the first place. Youre not going to keep talking me in circles. You are not a reparable business. Youre thiefs. 
  Sincerely,
  
  ***** ***

• Initial Complaint

  Date:11/18/2024

  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.

  Booking number B_16184312 paid ****** Date: Fri, November ****** - check in Date: November 3, 2024 - check out November 4, 2024 King **** with fireplace, private patio, and hot tube. once in the room we experience gas exposure due to a gas leak. the fireplace was completely disconnected. with no other rooms to place us in we later found the hot tub leaking, soaking the floor. So we could not use that as well. the room was full of dead bugs and living ones. Which was removed by vacuum. Management (***** ***- Director of hotel) gave me a complete refund both reservations, because he was there for it all. Documents provided below. Booking number B_16182477 - paid ****** Date: Fri, November ****** - check in Date: November 2, 2024 - check out November 4, 2024 Two Queen bed room, Once in the room, I noticed a dirt bathroom with hair everywhere you could think of. I took pictures. They could only offer a room that was cleaned but it had no hot running water, for a replacement. Management (***** ***- Director of hotel) arrived at my room with a sincere apology and complete refund on that room. After relaying this to the SUPER.COM repersentative they stated. They can not give me a refund because its up to their partners but their are working hard to get a response. By consumers law they can not keep money for or on services not render. Especially when the hotel management team give a complete refund to consumer with documentation.

  

  Business Response

  Date: 11/21/2024

  Hi ******,
  
  Thank you for bringing your recent reservation to our attention! We truly appreciate your feedback and are committed to ensuring your experience is as seamless and enjoyable as possible.
  
  As your trusted third-party booking service, our goal is to make your reservations hassle-free. While we help connect you with fantastic accommodations, we kindly note that the hotel's standards, amenities, and environment are managed directly by the property.
  
  Your satisfaction is our top priority, and were so grateful for your patience and understanding. Rest assured, our dedicated Support Team is already on the case! Theyre working closely with the accommodation and our travel partner to find the best resolution for you.
  
  Thank you for allowing us the time to sort this out, and well keep you updated every step of the way.
  
  Were always here for you and excited to help make things right!

  Customer Answer

  Date: 11/22/2024

   
  Complaint: 22571412
  
  I am rejecting this response because, it's a repeated statement - its now a passive remark to me with no action. 

  All documentation needed for refund was given. Along with clear instruction and number to get in touch with management if need. As a customer I should not have to wait for a business investors to accept and ***** permission on a obvious transactions.

  There are Consumer laws that state no business, government, or corp. organization cannot charge for services they cannot supply. A consumer cannot be charge due to failure of a party providing that service. 

  It's against the law for businesses to take payment for products or services when they know they wont be able to supply them. In this case, it was the hotel failure to provide the service, and so they gave a refund just for that reason.

  Why am I waiting for a third party booking agency investor to say yes/no to my refund?

  This doesn't make any sense to me or the hotel management team. We are both confused.

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

  

  Business Response

  Date: 11/23/2024

  Hi ******,

  We completely understand how important this is to you, especially since youre still waiting on your refund. Your experience matters deeply to us, and were here to support you every step of the way.

  It's important to note that both of your reservations were made under a non-refundable policy, which does come with stricter terms and limited options.

  While the hotel may have approved the refund, please understand that some of our travel partners enforce strict policies for non-refundable bookings. Despite this, were doing everything we can to advocate for youyour satisfaction is our top priority!

  Our Support Team is actively working with the hotel and travel partner to request a complimentary cancellation on your behalf. Theyll keep you updated every step of the way.

  Rest assured, were on it and committed to resolving this for you! Thank you for your understanding and patience as we work through this together.

  Customer Answer

  Date: 11/26/2024

   
  Complaint: 22571412
  
  I am rejecting this response because:
  
  Sincerely,
  
  ****** ******

  I have been getting this same message from oversea employees.The only two things I see happening is = The employees are not relating this situation correctly, or the office they are reporting to doesnt exist.

  
                                                                           BREACH OF CONTRACT

  
  The contract was breached by failure to uphold your end of the agreement to the contract.
  
                  In this case,
  Im granted a refund for services not able to be supplied by your business partner. The partner business awarded customer full refund for the inconvenience of service not being provided at the time of service.
  I upheld me end of the contract.
  

  Online third-party booking agency ( SUPER.COM ), who was paid in full for a service to be upheld with NO services or amenities being withheld or unable to be rendered to consumer.
  

  Non-refund policy applies to the consumers that do, for some reason change their minded choice at the last minute, which voids that cancelation.  That would be unreasonable for businesses when it comes to holding services or goods for the purpose on reservation for prepaid buyers.
  However, Consumers rights of law in this Great country of ************* of America would agree that services not being provided is not the customers fault.
  

  In fact, it would be unlawful for a third-party (SUPER.COM) to keep customers prepaid funds for services in which their business partners did not service. This is an act against consumers and an unfair policy to push forward.
  

                In this case,
  The Consumer chose a non-refund policy agreement, in the ensured state of arriving with her family on time for a birthday party to receive services. Unfortunately, the service was able to be fulfilled.

  
  The contract is now voided on the failure to provide me a service. Please refund the full amount.

  
  The FTC also expanded its interpretation of the Restore Online Shoppers Confidence Act (ROSCA), which allows the *** to seek civil penalties for unfair and deceptive practices related to negative option features.
  

  Sincerely  ******

• Initial Complaint

  Date:11/18/2024

  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 purchased travel insurance - total scam, immediately declined my claim without speaking with anyone. I have covid and had to rebook the dates so I clicked wrong dates since my party is still attending the following day at the hotel. Horrible customer service, nobody to talk to, and they have no contact with the hotel for accommodations. I rebooked and they have not been helpful - I want my account accredited. It says fully refundable on the attached screenshot - that is misleading.

  

  Business Response

  Date: 11/21/2024

  Hi ******,
  
  Thanks for bringing this to our attention! We take these matters seriously and assure you that integrity and transparency are at the core of our services. We completely understand how important flexibility is when it comes to reservations, and were here to assist you in any way we can.
  
  To clarify, our reservation options come with different policies based on the rate type chosen. Non-refundable rates offer discounted pricing in exchange for stricter cancellation policies, but there is an option to enhance this policy for added flexibility, which allows refunds under specific conditions. Flexible rates, on the other hand, include a full refund if canceled within the grace ******* Its important to note that the upgrade for enhanced flexibility comes with its own terms, and the cost of this upgrade is non-refundable.
  
  For more detailed information about our policies, including the Enhanced Refund option, we encourage you to visit:
  
  *****************************************
  
  **************************************
  
  Regarding your specific booking, it appears the refundable period has passed, which generally limits modifications or cancellations unless the hotel approves an exception. If the hotel has agreed to make an exception, we kindly ask you to collect all relevant details from your communication with them, including the name and position of the staff member who assisted you. Once you have this approval, you can proceed with cancellation by visiting: ********************************************** and following the prompts.
  
  We also want to note that we dont have a record of previous contact about this issue. Please know our 24/7 Support team is always available to help, and our live agents are happy to assist you anytime. You can reach us via the app or website here: ******************************************.
  
  Your understanding and patience mean the world to us as we work to provide the best possible service. If theres anything else we can do for you, please dont hesitate to let us know.
  
  

  Customer Answer

  Date: 11/23/2024

   
  Complaint: 22570320
  
  I am rejecting this response because there should be a way to refund the charge. You as a company have the ability to refund and use the travel insurance, that I paid additionally for which included Covid. Because of an error in entering the reason I have to lose $100 even though the company has the tech ability to do so.
   
  Sincerely,
  
  ****** *******-****

  

  Business Response

  Date: 11/27/2024

  Hi ******,
  
  
  We totally get how important flexibility is when it comes to reservations, and were here to help however we can!
  As we mentioned earlier, since the refundable period has passed, it typically limits changes or cancellations unless the hotel agrees to an exception. That said, we take your experience seriously and want to go the extra mile for you.
  
  As a one-time courtesy, weve asked our Support team to step in. Theyll reach out to the accommodation and our travel partner to work on securing a complimentary cancellation for you. Once they have an update, theyll let you know right away.
  
  If theres anything else we can do to make things better, dont hesitate to reach out. Were always here for you!

• Initial Complaint

  Date:11/17/2024

  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.

  On October 12, 2024, I booked a 1 night stay at the *************** in *************** for November 2-3, 2024 through Super.com. The total cost of this booking was $640.53. The confirmation number is B_16004628. The day before check-in (11/1/24), I had to go to the emergency room for a medical emergency. I was then sent to another larger hospital that night for a procedure and subsequent admission to the hospital. I called the hotel the morning of November 2nd from the hospital to cancel my reservation, and they directed me to contact Super.com since the reservation was made through them. The hotel assured me that they would be fine issuing a cancellation and refund for my stay once contacted by Super, given the circumstances. I contacted Super and was sent a text that day letting me know that my credit card had been refunded and I would be receiving my payment back within 3-5 business days. On 11/6, I was sent an email from Super stating that they were waiting on a response from their travel partner regarding my cancellation request. After multiple emails over the course of a week and a half, Super then stated that I would not be receiving a refund even though the hotel had issued it and they themselves told me I was already being refunded. I contacted Super via phone today (11/17) to find out more information. When asked who is retaining the money, the customer service representative stated that both Super and their travel partner were retaining the payment after the hotel issued the refund because my reservation was listed as non-refundable. It states on Super.com's website that the refund policy is due to the hotels enforcing them. This was not the case here, as the hotel issued a refund which was then seemingly kept entirely as profit by both Super and their travel partner. I understand being charged a fee or percentage, but would like a refund considering the hotel refunded my money and Super told me they had refunded me, which was not true.

  

  Business Response

  Date: 11/21/2024

  Hi ****,
  
  Thank you so much for reaching out and sharing your situation with us. Your well-being is important to us, and were here to support you in any way we can.
  
  While your booking is non-refundable, we want to assure you that were doing everything possible to assist. Our team reached out to the hotel on your behalf to request a complimentary cancellation. While this request wasnt approved, were still committed to exploring every possible option with you.
  
  If youre able to secure approval directly from the hotel, were more than happy to assist further. Kindly gather any relevant details from your communication with them, including the name and position of the staff member who provided assistance. Once you have their confirmation, you can proceed with the cancellation by visiting: ********************************************** and following the steps.
  
  Were here to help and hope this clarifies the process. If you have any questions or need additional assistance, please dont hesitate to let us know.

  Customer Answer

  Date: 12/05/2024

  I had already contacted the hotel twice to ensure that they could cancel my reservation on November 2nd, and both times they said that they would do that.  I also contacted Super.com support, and they confirmed to me that the refund was approved by the hotel.  ***** from Super support explicitly stated via email that the hotel had approved the cancellation. When I called Super.com support over the phone on 11/17, I directly asked who was holding the payment if the hotel had approved the cancellation, and I was told that Super and their travel partner were holding the refund.  It does not seem as though contacting the hotel again would be useful.  I was also sent a text on 11/2 from Super stating that I was being refunded, which never occurred.  This also appears to be further confirmation that the cancellation was processed by the hotel.  There is a lot of conflicting information that I have been receiving from Super, and the statement regarding the hotel not approving the cancellation is in direct conflict with what I have been told multiple times.

  

  Business Response

  Date: 12/07/2024

  Hi ****,
  
  Thanks for bringing this to our attention! We completely understand how important this is and know that we never intended to cause any confusion regarding your refund request. Were here to help and clear things up. 
  
  After carefully reviewing your case, we want to reassure you that our Support Team did everything possible to secure a complimentary cancellation for your non-refundable booking. We always strive to advocate for our customers, but there are times when certain policies and limitations prevent us from going beyond a certain point.
  
  Our travel partner was able to coordinate with the hotel, which approved canceling your reservation free of charge. However, since the hotel had already charged our card for this booking, we needed them to release the funds back to us before processing your refund.
  
  Despite multiple follow-ups over several business days, the hotel did not return the funds, leaving the reservation charged in full. As a result, we are unable to provide a refund from our side.
  
  We understand that you've initiated a chargeback process with your bank or payment provider to dispute the charge. At this stage, our ability to intervene is limited, but rest assured, our Chargeback Team is actively involved in gathering all relevant documentation and submitting it to the card processor for mediation. 
  
  Any updates or resolutions regarding this matter will now need to be pursued directly with your financial institution. If additional details or documentation are required, our Chargeback Team will collaborate with your bank to ensure a thorough review of the case.
  
  We appreciate your understanding and patience in this matter. We hope this explanation brings clarity to the matter.

  Customer Answer

  Date: 12/13/2024

  Complaint: 22568583
  

  Hello,
  I am rejecting this response because:
  

  It seems that the description of events keeps changing.  If the hotel had not released the funds from the beginning, this is contradictory to what I was told during my phone call to Super support last month.  I was led to believe that it was Super and their travel partner that were holding the refund.  There has been a lot of mixed/contradictory messaging during this process.  If this was the case, I'm not sure why this wasn't stated earlier.  Is the "travel partner" the hotel?  It sounds like it is referring to a third party outside of both Super and the hotel.  If the hotel never issued a refund, I'm also unclear as to what it means that they approved the cancellation, which I have been told consistently.  Does this only mean that they didn't charge me more money for being physically incapable of being there?  From previous communications, it sounds like the hotel cleared the cancellation, and seemingly the refund, and the issue was instead with the travel partner.      
  

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

• Initial Complaint

  Date:11/17/2024

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  Being charged for membership without signing up for one for three months

  

  Business Response

  Date: 11/21/2024

  Hi *********,
  
  Thank you for bringing your concerns to our attention. We truly value your feedback and are here to make sure everything is clear and resolved.
  
  We understand that there may have been some confusion regarding your Super+ membership, and wed like to clarify the process. At Super.com, we never sign anyone up for membership without their clear consent. Our sign-up process is designed to ensure youre fully aware of the membership terms, and you have the chance to confirm your enrollment before proceeding.
  
  Our Super+ membership offers a variety of perks, including Cash Advance, Credit Building, and up to 10% Cashback on travel. However, we're here to support your needs, whether you choose to continue enjoying these benefits or decide to cancel your membership.
  
  We want to ensure youre satisfied with our service. If youd like to cancel, our Support team is available to assist you with that, either by phone at ***************** from 8 AM to 9 PM, or through the chat feature in your Super.com app.
  
  Your satisfaction is important to us, and were always here to help resolve any issues. If you have any more questions or need further assistance, feel free to reach out.
  Thanks again for giving us the opportunity to assist you.

• Initial Complaint

  Date:11/16/2024

  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.

  Ive never signed up for super.com and I just found about them today. In September they charged my account twice. 1.67 which I didnt take notice of due to the amount and simply brushed it off as some vending machine and then they tried charging me 15 dollars which ***** Fargo blocked. I cancelled my card because of that still not knowing what that was or who they are. I got a new card and didnt receive a charge in October and no email/text saying there was an issue with payment so obviously I knew it was scam. Now, this November theyve charged me again, I am really annoyed because I have not exposed this new card to anywhere. How on earth did they get my card details? I did some research and Im seeing an account opened with my number and the account page doesnt even let me see what Im subscribing to or my payment methods. Just the number and cancel membership which you cant cancel till you call someone. How you dont require verification or email to signup is absurd. No account notifications about any super.com in my email or text messages Please and please refund my money and refrain from ever charging me, this is very fraudulent practice .

  

  Business Response

  Date: 11/20/2024

  Hi ******,
  
  Thank you for voicing your concerns! Were here to help and want to reassure you that were a reputable company, trusted by many and featured in respected publications like the **************** Forbes, *************** SmarterTravel, Conde Nast Traveler, and many others.
  
  It looks like there might have been a ****** ***-up with the membership registration, and we're happy to help clarify! At Super.com, transparency is a top priority, and we ensure that no one is signed up without their clear consent.
  
  Our website complies with the ************************** Security Standards (PCI Compliant), meaning we follow the highest standards for payment security. Charges are only processed for the services you've specifically signed up for.
  
  The $1.97 charge you mentioned is for a Super+ trial membership, which allows you to explore the benefits of Super+ at a minimal cost. If the trial isnt canceled, the full membership fee will apply once the trial period ends.
  
  As outlined in our Terms & Conditions, unless you cancel, your Super+ membership will renew automatically for the chosen term, with fees automatically charged to your linked payment method.
  As a Super+ member, you gain access to fantastic perks like Cash Advance, Credit Building, and up to 10% Cashback on travel! However, if you've decided not to continue, wed be more than happy to assist with a cancellation and refundyour satisfaction is our priority.
  
  Just a quick note that online cancellation option may vary depending on your state due to regulatory restrictions. For assistance, our Support team is available to assist you via phone at ***************** from 8 AM to 9 PM, or through the chat feature in your Super.com app.
  
  Your satisfaction is important to us, and were always here to help resolve any issues. If you have any more questions or need further assistance, feel free to reach out.
  Thanks again for giving us the opportunity to assist you.