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:11/13/2024

  Type:Order 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 made this reservation weeks ago for March 7th 2025 and when I called the hotel they said there is no reservation ! I called super.com the next day and they apologized and said they would get back to me. Days later I get an email with a confirmation number and call the hotel again and I'm told that this is not the confirmation number. So now I call super again and I'm told they are working on it and someone will get back to me. Since no one is getting back to me I continue to call and try and figure this out. I want to know my reservation number I paid for before getting they and finding out I have no room. My next step will be to go through my credit card and let them know this is a scam !

  

  Business Response

  Date: 11/16/2024

  Hey Lisa,

  Thanks for sharing your concerns! At Super.com, we pride ourselves on credibility and transparent business practices—values recognized by trusted publications like the ********* *****, ******, and the *** **** *****. We understand how worrying it can be when your reservation hasn’t yet appeared in the hotel’s system, and we’re here to put your mind at ease!

  Just to give you some insight into how bookings typically work: for many hotels, third-party bookings like yours are processed closer to the check-in date. While you received a reference code (*********) when completing your reservation, the hotel typically assigns their internal Hotel Confirmation Number (HCN) as the arrival date approaches.

  As a third-party platform, we don’t have direct control over the hotel’s internal processes, and some properties release reservation details closer to check-in, while others provide them right away.

  We’re here to make sure everything goes smoothly for you. Our Support Team has coordinated directly with the hotel and our travel partner to ensure everything was set. You should now have the updated confirmation number—please check the email sent by our team for the HCN, as confirmed by ********, the hotel’s Reservation Specialist.

  We hope your trip goes smoothly, and we're glad we could help resolve this for you! Have an amazing trip!

• Initial Complaint

  Date:11/13/2024

  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.

  My account negative because super got a provider name ********** the saying the credit my account when the didn’t so it a revised credit so my account negative I told super they said the can’t do anything to contact the provider so I contact ********** they said contact super because it in the app and super the one who can in super terms n policy it says the can revoke or reverse credit if the feel it but all I’m asking if the said the creit me I won’t my 800 or I won’t my account to not be negative

  

  Business Response

  Date: 11/16/2024

  Hi Devante,

  Thank you for bringing your concern to our attention and sharing your experience with our Support team. We’re here to help resolve the issue you encountered with your rewards.

  After carefully reviewing your account, we found that your participation in the cash rewards and cashback program was terminated due to violations of our terms and conditions. As our Support Team mentioned, the resolution provided by our partner regarding your missing credits indicates that your account was restricted due to non-compliance with certain regulations, leading to a block on further activities.

  For transparency, before any account is terminated it undergoes a detailed review to ensure adherence to our Terms of Service before any action is taken. You can always find more information in the "Termination" section of our Terms at ***************************************.

  Please note that when once an account has been closed, any remaining rewards or credits become unavailable for redemption and do not hold cash value. This decision is final and cannot be reversed. However, you may consider reaching out to our partner directly for more information or to address any concerns.

  We understand this may be disappointing, and we appreciate your understanding as we work to maintain the integrity of our programs. We hope this helps clarify the situation!

  Customer Answer

  Date: 11/16/2024

  
  
  Complaint: ********
  
  
  
  I am rejecting this response because: the only trying to ban my account because ********* made my account negative my account was n good condition and I never had no problem until the made my account negative they can’t even said how I broke anything or brach because I never did I been earning the whole time into ********** lied n said the gave me credit when they didn’t n made my account negative super does not won’t to do anything about it the blaming each other I had money n my account before they did that scamming stuff
  
  
  
  Sincerely,
  
  
  
  Devante B***

  

  Business Response

  Date: 11/19/2024

  Hi Devante,
  
  Thank you for reaching out again and sharing your thoughts with us. We understand how frustrating this situation must be for you, and we truly appreciate the opportunity to address your concerns.
  
  As a company that's been featured in top publications like the ********* *****, ******, and the *** **** *****, we're committed to transparency and credibility in all our practices.
  
  We want to assure you that account reviews are always handled carefully and in accordance with our Terms of Service. Based on the details provided by our partner, it appears that the negative balance on your account resulted from a violation of the program’s terms, which led to the restriction. This decision is final and cannot be reversed.
  
  That said, we completely understand your frustration regarding the credits and the balance. We encourage you to contact our partner directly to resolve any discrepancies, as they have more specific information about the adjustments made to your account.
  
  We genuinely value your feedback, and while the decision on your account is final, we want to help in any way we can to ensure that everything is as clear as possible. If you have any other questions or need further assistance, please don’t hesitate to reach out.
  
  We truly appreciate your understanding, and we’re here for you every step of the way.

• Initial Complaint

  Date:11/13/2024

  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.

  My account negative because super got a provider name trerewards the saying the credit my account when the didn’t so it a revised credit so my account negative I told super they said the can’t do anything to contact the provider so I contact trerewards they said contact super because it in the app and super the one who can in super terms n policy it says the can revoke or reverse credit if the feel it but all I’m asking if the said the creit me I won’t my 700 or I won’t my account to not be negative n my money back I lost because of this

  

  Business Response

  Date: 11/16/2024

  Hey Donald,

  Thank you for reaching out and sharing your concerns about your missing credits. We’re here to provide clarity and assistance.

  After thoroughly reviewing your account, we found that there was an error leading to your account being over-credited. As a result, the surplus credits were deducted accordingly. Since this adjustment was initiated by our partner, we recommend contacting them directly for more detailed information on the reversal.

  Additionally, we’d like to inform you that your participation in the cash rewards and cashback program has been terminated due to a violation of our Terms and Conditions. For further details, you can refer to the "Termination" section of our Terms and Conditions here: ****************************************

  Please note that once an account is closed, any remaining rewards or credits become ineligible for redemption and do not hold cash value. While this decision is final and cannot be reversed, you’re welcome to connect with the partner directly to address any remaining concerns.

  We understand this may be disappointing and sincerely appreciate your understanding as we work to uphold the integrity of our programs. We hope this clears things up for you!

  Customer Answer

  Date: 11/16/2024

  
  
  Complaint: ********
  
  
  
  I am rejecting this response because: I contacted them more than once and the said it super who have to fix it but super gave me the email to reach them I got message we’re they saying contact super they can’t do anything about it it I super that and they said they can’t do anything about it which they really can’t they can fix my account own super site it says the got the right to revoke or give credit  so the saying they can’t fix it to tell super I did super not trying to I had money and that not right I’m supposed to be positive with over 40 to 80$ in my account from my ****** but now I’m negative 
  
  
  
  Sincerely,
  
  
  
  Donald T***

  

  Business Response

  Date: 11/19/2024

  We totally understand your concerns, and we're here to help clarify things for you, Donald!
  
  For transparency, Super.com collaborates with trusted earnings partners to give you the best opportunities to earn rewards and make money. However, for some type of earnings such as this one, the offers and rewards are managed entirely by our partners, who oversee the details, user activity records, or eligibility for credits.
  
  This means that any adjustments, including deductions or account closures, are initiated by them based on their findings. We do, however, work closely with our partners to ensure that all policies are followed.
  
  In your case, an error in over-crediting was identified, and our partner took corrective action to deduct the surplus credits.
  
  Regarding your account status, it was determined that there was a violation of our Terms and Conditions, leading to the termination of your participation in the cashback and rewards program. Any remaining rewards or credits become ineligible for redemption and do not hold cash value once an account is closed. This decision is final and cannot be reversed.
  
  For full details, please refer to the relevant section of our Terms and Conditions here: ****************************************
  
  We hope this clears things up for you!

• Initial Complaint

  Date:11/12/2024

  Type:Order 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.

  Completed several Super.com exclusive offers to which were completed but never credited. I contacted support and they stated 7 days after completing. it is now double that amount of time. I attached all offers i completed and circled them. also completed ******** offer for 37.50. that shows completed but never credited. in total i did offers worth $131.25. i fully expect to be credited that amount or will request arbitration

  

  Business Response

  Date: 11/16/2024

  Hey Ryan,

  Thank you for reaching out and sharing your concerns about your missing credits. We truly value your participation and want to ensure you receive everything you’re entitled to!

  For offers with credits totaling over $50, we typically release them within 7 days of completion. However, depending on the specifics of the offer and processing times, it may sometimes take up to 14 days for the credits to be fully available for redemption.

  That said, we’ve already escalated your case to our HQ Team for a thorough investigation. They are reviewing all details and will keep you updated on any progress.

  We truly appreciate your patience and understanding as we work to get this resolved for you!

• Initial Complaint

  Date:11/12/2024

  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 November 10, 2024, I paid $44.96 to super.com for a room at the *********, in *******, ******. The reservation was for November 10, 2024, for one night.When I arrived, I discovered that the motel was not a Days' Inn. There is no Days' Inn in *******. This motel looked run down and did not look as if it had ever been a Days' Inn.I immediately contacted super.com by telephone at ************. I explained the situation. I told the representative that I wanted either a refund or a relocation (to another motel in *******). Any relocation motel would have been an improvement over the motel I was incorrectly booked at.I was repeatedly put on hold and transferred. After approximately 90 minutes, a "supervisor" told me that the company was not going to do anything for me. Nothing!The site was advertised as a Days' Inn on the super.com website. It still is as of the date of this comment. My confirmation email from super.com says it is for the Days' Inn Emporia.I have been a loyal customer to ********************** for years. Obviously, my patronage means nothing to super.com. Super.com should refund my money and stop false advertising.

  

  Business Response

  Date: 11/14/2024

  Thanks for bringing this to our attention, *****! Were all about making sure you have a fantastic experience, and we're here to help with anything you need.
  
  We understand that changes in hotel names or management can sometimes be surprising! Rest assured, our Support Team has checked everything for you, and its the same wonderful hotel, with all the amenities, rooms, and services you expectedyour reservation is still perfectly valid and ready for your arrival.
  
  Since your booking is non-refundable, changes or cancellations are generally limited unless the hotel or travel partner grants an exception. Our team did reach out for a complimentary cancellation on your behalf, and while it wasnt approved this time, were here to explore every option with you!
  
  This being said, as a token of appreciation for being one of our valued customers, as a one time gesture, weve added credits to your account equivalent to the price of your reservation with us. These credits are ready for you to use on a future booking whenever youd like!
  
  We hope this provides peace of mind, and were so glad to have you with us. If theres anything more we can do, please dont hesitate to reach outwere always here for you!

  Customer Answer

  Date: 11/14/2024

   
  Complaint: 22548485
  
  I am rejecting this response for several reasons.  There are many problems with the response.

  The response contains several factual errors.  Whoever wrote the response does not understand what the problem is and that it is super.com who created the problem with its false advertisement.

  The response tries to shift responsibility to super.com's "travel partner"; i.e., the motel where super.com made the reservation.  That motel did nothing wrong.  It's not up to that motel to refund the money to super.com.  I made a contract with super.com.  Super.com breached the contract.  Super.com owes me a refund.  The night this happened, I was willing to accept relocation to a different motel in lieu of a refund.  After repeatedly putting me on hold for long periods of time (like 20 mins.), I was told super.com would do nothing for me.
  

  The response implies that giving me a worthless credit is somehow an extraordinary remedy being done for me, given my history with the company.  I don't want a credit.  I want a refund and something for all the time I have spent trying to resolve this matter.  The credit is really an insult.  It's a ploy to get me to spend more money with super.com.  Unless super.com makes me whole, I shall not use super.com again.

  I have used super.com often in the past.  Its refusal to simply correct the error that it made is disappointing.  Incidentally, the false advertisement which was used to defraud me is still on the super.com website.
  
  Sincerely,
  
  ***** ******

  

  Business Response

  Date: 11/16/2024

  Hi *****,

  We completely understand your concerns and want to assure you that it was never our intention for you to feel this way. We truly value your business, and were here to help with anything you need.

  As a company featured in trusted publications like the ***************, ******, and the *************** we pride ourselves on our credibility and commitment to transparent practices.

  After reviewing your concern, our Support Team confirmed that the ************** recently underwent changes in name and management. While we understand these changes can be surprising, the hotel and our travel partner have confirmed that it remains the same hotel with the same amenities, rooms, and services you expected. Importantly, your reservation remained valid and recognized by the hotel.

  We understand your request for a refund. To support your concerns, our team proactively contacted the hotel and travel partner to request a complimentary cancellation on your behalf. However, since the reservation was valid and confirmed, the request was unfortunately denied.

  We've explored every option possible and provided credits to your account with an amount equivalent to the cost of your reservation, as a one-time gesture for being our valued customer. While we regret that a direct refund wasnt possible, we hope these credits provide added flexibility for your future travel plans.

  Were grateful for your understanding and for being one of our valued customers. If you have any further questions or need assistance with your credits or upcoming bookings, please dont hesitate to reach outwere here for you!

  Customer Answer

  Date: 11/18/2024

   
  Complaint: 22548485
  
  I am rejecting this response because super.com is just recycling the lies from its last response.  Super.com can resolve this matter with me very quickly and easily, and at virtually no cost to the company.  On the other hand, for me just to get what I contracted for, takes much time and is costly.  I refuse to continue going round and round with this company since it was not honest in its advertisement, was not honest with me when I tried to get what I paid for, and is not being honest now in its response to my complaint.  I hope the $4 or $5 it made off of me on this last trip was worth it, because it will lose far more in the long run.  I believe that Super.com could not care less about resolving this complaint honestly and fairly.

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

• Initial Complaint

  Date:11/12/2024

  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.

  On October 29th I was an issued a refund for one night of my stay at ***** ********* provided directly from the hotel back to the third party merchant Super.Com . On that date I had spoken to Super.com to inform them the merchant was issuing my refund. The refund could not be returned to the initial form of payment as the credit card account was closed. The merchant agreed to issue my full refund via ****** at ******************** . I gave them the e-mail address associated with my ****** account and they confirmed there would be no issue processing the refund to the account. I then reached out again November 6th and received and e-mail confirming the refund has been issued to the account. It is now november 12th and I still have not received my refund from super.com even though they have had the funds since October 29th . I would like an expedited refund to my ****** account in the amount refunded from ***** of $333.96 today or a Check sent in the mail overnight for my refund with tracking since Super.com has now had my money since October 29th . I would like to expedite this matter before pursing legal options. Attached is the email from customer service agreeing to the above .

  

  Business Response

  Date: 11/13/2024

  Hi Olivia,
  
  Thank you for bringing this to our attention. We’re truly sorry for the wait—it’s clear you’ve been proactive, and we really appreciate your patience.
  
  We’re here to make this right, and we’re happy to share that we’ve already processed the refund to your ****** account. We’ve also asked our Corporate Team to send you the transaction receipt, so please keep an eye on your email for those details.
  
  Thank you again for your understanding, and please know that we’re dedicated to ensuring everything goes smoothly from here. If there’s anything else we can do to help, don’t hesitate to let us know!

• Initial Complaint

  Date:11/11/2024

  Type:Product Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  This company has taken a 1.97 debit and a ***** debit from my account and I have no clue how or why. Ive not booked any hotel or travel through them and have not knowingly subscribed to anything through them. Id like to be refunded $16..97 immediately.

  

  Business Response

  Date: 11/12/2024

  Hi ******,
  
  Thank you so much for bringing this to our attention. We truly appreciate your time and the opportunity to address your questions. At Super.com, we are committed to providing reliable and reputable services. Our company has been recognized in well-known publications, such as the **************** ******, *************** SmarterTravel, and Conde Nast Traveler. 
  It seems there may have been a bit of confusion regarding your enrollment in our Super+ membership. Our sign-up process is designed to require explicit consent, so rest assured, we dont sign anyone up without their approval.
  
  The $1.97 charge you mentioned is for a Super+ trial membership, which provides you with a promotional period to experience Super+ benefits at little to no cost. If the trial isnt canceled, the full membership fee applies after it ends. 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 refund. Your satisfaction is our top priority.
  
  According to our records, your membership was already canceled on November 11, 2024. If you cancel during a trial period, you wont be billed for the next term, although access will end immediately for free or promotional trials.
  
  If you have any more questions or need assistance, dont hesitate to reach out! You can contact our Support team at +1 ************** (8 AM - 7 PM) or use the chat feature in your Super.com App.
  
  Were here to help!
  
  

  Customer Answer

  Date: 11/12/2024

   
  Complaint: 22540543
  
  I am rejecting this response because:I have no idea on what site I allegedly became a super member - i canceled my membership as soon as I noticed the charges on my account. I want a refund in the amount of $16.97 and an explanation on how I was duped into this subscription.

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

  

  Business Response

  Date: 11/15/2024

  Hi ******,

  As a company that's been featured in top publications like the **************** ******, and the *************** we're all about credibility and transparent practices.

  As we mentioned earlier, our sign-up process requires your explicit consenttheres no automatic enrollment, and memberships are only confirmed with your approval.

  At Super.com, your security is our top priority. Our website complies with the ************************** Security Standards (PCI Compliant), the highest level of certification in the payments industry. We only process charges for services youve specifically signed up for. For full details, feel free to review our Terms & Conditions.

  After reviewing your account, we see your membership was canceled on November 11, 2024. If canceled during a trial, you wont be billed for the next term, though access ends immediately for free or promotional trials. Rest assured, once membership is successfully cancelled, no further charges apply, and youll receive confirmation.

  While were sad to see you go, were here if you ever want to give Super+ another shot in the future! If you need help with a refund or have other questions, dont hesitate to reach out! You can contact our Support team at +1 ************** (8 AM - 9 PM) or use the chat feature in your Super.com App.

  We hope this clears things up, and were here for anything you need!

• Initial Complaint

  Date:11/09/2024

  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 did not sign up for whatever yall keep trying to charge my account. Please cancel whatever it is please. Cause i did not sign up for it. Thank you for your time

  

  Business Response

  Date: 11/09/2024

  Hi *******,
  
  Thanks for sharing your concerns! It sounds like there might have been a mix-up with your membership sign-up, and were here to help clear things up!
  
  At Super.com, were all about transparency. We provide full details upfront on all our offers, and sign-ups are always confirmed with clear consentno surprises here! Rest assured, we only process charges for services youve specifically signed up for. You can check out our Terms & Conditions for a full overview.
  
  As a Super+ member, you get great perks like Cash Advance, Credit Building, and up to 10% Cashback on travel. Whether you choose to stick with us or decide to cancel, were here for you every step of the way! Just keep in mind that the online cancellation process can vary by state.
  
  For assistance, our Support team is available at +1 ************** (8 AM - 9 PM) or you can also use the chat feature in your Super.com App for a convenient online cancellation.
  
  For more info, please check this article: *****************************************
  
  We hope this clears things up! Let us know if you have more questionswere just a message away!

• Initial Complaint

  Date:11/08/2024

  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 purchased a hotel room for 14 nights through Super.com. It turns out the hotel that I paid for is closed and does not exist anymore.

  

  Business Response

  Date: 11/10/2024

  Thanks for bringing this to our attention, *****! We're all about making sure you have a smooth and enjoyable stay, and were glad to help.
  
  As a third-party booking site, we understand that sometimes unexpected changes in the travel industry can happen that are beyond our control. Despite these, were happy to let you know that our Support team has already looked into your concern.
  
  They confirmed that the hotel has made a change to their name, but its the same hotel, and your reservation is still perfectly valid in their system. Youre all set to check in and enjoy your staytheyll honor your reservation just as planned! Just refer to the emails from our team for the hotel confirmation number.
  
  We hope this helps! If you have any other questions or need further assistance, dont hesitate to reach outwere always here to help!

  Customer Answer

  Date: 11/10/2024

   
  Complaint: 22532722
  
  I am rejecting this response because: I only booked it because Ramada Wyndham is a well-known and respected brand. I would never ever book a unknown brand. I am requesting a full refund. In addition, four days before check-in, he kept trying to contact the property and was notified that it was closed permanently. Thus, we had to make other reservations because I was not getting a response from you.
  
  Sincerely,
  
  ***** *******

  

  Business Response

  Date: 11/13/2024

  Hi *****,
  
  Thank you so much for reaching out! We completely understand how important it is to have everything clear and in order with your booking, and we're happy to assist you in any way we can.
  
  Weve confirmed that youre currently checked in, and your reservation is being honored as expected. While the property has recently rebranded, it is still the same hotel you originally booked, and theyre excited to provide you with the same great service you anticipated.
  
  As your booking was non-refundable, modifications or cancellations are typically not allowed unless the hotel has made an exception. If they have agreed to make an exception for you, please make sure to gather any important details from your communication with them, such as the name and position of the staff member who assisted you.
  
  Once you have the approval, you can proceed with cancellation by visiting this link: ********************************************** and following the prompts.
  
  We hope this clears up any questions or concerns you have.

• Initial Complaint

  Date:11/08/2024

  Type:Customer Service 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 charge on 6/29/24 $1.97 from Super+ for a service I did not sign up for, then continued to be charged monthly $15. Upon looking through BBB complaints I am not the only one with the issue. I want a full refund of my money, I never signed up for any Super+ membership. DO NOT give me some prewritten response. I tried calling them and the number is illegitimate, and options take you know where leaving me no possible way to cancel anything.

  

  Business Response

  Date: 11/08/2024

  Hey Kellie,

  Thank you for bringing your concerns to our attention. As a legitimate company that have been featured in reputable publications like the ********* *****, ******, *** *** *** **** *****, we pride ourselves in credibility and transparent business practices.

  It seems there may have been a bit of confusion regarding your enrollment in our Super+ membership, and we're here to clarify things. At Super.com, we ensure that sign-ups are confirmed only with clear consent—so there are no surprises.

  The $1.97 charge you mentioned is for our Super+ trial membership, which gives you a chance to explore Super+ benefits at a very low cost. If the trial isn’t canceled, the full membership fee will apply after 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. Please be assured, we only process charges for services you’ve specifically signed up for.

  As a Super+ member, you gain access to fantastic perks like Cash Advance, Credit Building, and up to 10% Cashback on travel! But if you've decided not to continue with your membership, we’re happy to assist with a refund—your satisfaction is our top priority.

  Our Support team is here to help! 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 we’re always working to make the process as smooth as possible.

  We hope this clears things up! We're always here to help!

  Customer Answer

  Date: 11/09/2024

  
  
  Complaint: ********
  
  
  
  I am writing to formally reject the response provided regarding the unauthorized charges for a Super+ account. At no point did I sign up for this service, and I have no record of any email confirming the creation of such an account.
  
  Furthermore, I have been unable to reach your customer service line due to its non-functional options, which is highly concerning. This situation constitutes fraud, and I have instructed my credit union to initiate a chargeback on my behalf.
  
  It is regrettable that, in an already challenging economic climate, consumers must contend with fraudulent practices from companies such as yours. I expect immediate rectification of this issue.
  
  
  
  Sincerely,
  
  
  
  Kellie F*****

  

  Business Response

  Date: 11/13/2024

  Hi Kellie,
  
  Thank you for reaching out and sharing your concerns. We greatly value your feedback, and we’re here to make sure everything is clear and resolved.
  
  Super.com is a legitimate company, recognized by reputable publications such as the ********* *****, ******, *** *** *** **** *****. We pride ourselves on transparency and have worked hard to build trust with our customers.
  
  We understand there may have been some confusion regarding your enrollment in Super+. We want to assure you that we never sign anyone up without their full consent. Every step of the sign-up process requires you to actively confirm your choice, so there are no surprises.
  
  Regarding the $1.97 charge, this is for our Super+ trial, which lets you explore the benefits of the membership at a minimal cost. If you don't wish to continue, simply canceling during the trial period will prevent any further charges. However, if the membership is not canceled, it will automatically renew at the regular membership rate as outlined in our Terms & Conditions.
  
  If you’ve decided not to continue with your Super+ membership, we’re more than happy to assist you with a refund. Your satisfaction is our top priority, and we want to ensure that you feel confident in your decision. Our team is available to help you through this process.
  
  Feel free to reach out to our Support team by phone at ** ***** ******** (8 AM to 9 PM) or via chat in the Super.com app. We’re here to assist you with any additional questions or if you need help canceling the membership. You can also send us an email to ***********************.
  
  We’re grateful for the chance to clarify and support you. Let us know how we can assist further!

  Customer Answer

  Date: 11/14/2024

  
  
  Complaint: ********
  
  
  
  I am rejecting this response because:
  
  I tried to call the phone number provided and it doesn’t allow you to get past the greeting and options. I want a refund! I do not have a single email from your company in regards to making an account. I did not sign up for this. You stole my money and I want it back. There are dozens of other complaint just like mine. You need to make this right. Show me proof I signed up for this account with my credentials, or refund me. As my email and phone number were not used. I am doing a charge back with my bank already and will push forward with that. I want a refund of the money you took from me for services you did not provide to ME. 
  
  
  Sincerely,
  
  
  
  Kellie F*****