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:11/03/2024

  Type:Billing 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.

  For months I have been charged $15.00 for this and I never signed up for it. I haven't ever heard of it!

  

  Business Response

  Date: 11/04/2024

  Thanks for bringing this to our attention, ********! It sounds like there may have been a mix-up with your membership sign-up, and were here to help clear things up.

  At Super.com, transparency is our top priority. We ensure that every sign-up is confirmed with clear consent and provide all offer details upfront so you can make informed decisions with no surprises. Rest assured, we only process charges for services youve specifically signed up for. A quick visit to our Terms & Conditions might for a clearer picture.

  Our Super+ membership offers great perks like Cash Advance, Credit Building, and up to 10% Cashback on travel. Whether you want to keep enjoying our amazing benefits or decide to cancel, we've got your back! Were more than happy to process a refund since your satisfaction is our priority!

  For assistance, our Support Team is just a call away +1 ************** (8 AM - 9 PM) or you can reach us via the chat feature in your Super.com App for a convenient online cancellation. Just a quick note, online cancellation process may vary by state due to regulatory guidelines.

  Feel free to check our *********** for more info: *****************************************

  We hope this helps, and rememberwere always here for you!

  Customer Answer

  Date: 11/05/2024

  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:11/03/2024

  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 make a reservation with this Company for ********, **, my fly was delay. Their dont want to modify the reservation and their dont want refund my money if I cancel. I want my money back. Its a scammer comp I advise people please dont use ******** for ************* Before you use a company look at for the complaint on ************************** website.

  

  Business Response

  Date: 11/04/2024

  Hey ********,

  Thanks for sharing your concerns! Were proud to be a company featured in many accredited publications and uphold high standards of credibility and ethical practices.

  We completely understand how stressful flight delays can be, especially when theyre unexpected and disrupt your travel plans. While were unable to modify reservations directly on our system as a third-party platform, were committed to supporting you every step of the way.

  Weve looked into your situation and are happy to share that our Support Team worked closely with the property and our travel partner to accommodate your date change request, despite the booking being non-refundable and non-amendable. ******, the ************* Office Manager, approved and modified your reservation dates to November 4-6, 2024, so youre all set to check in on those dates!

  As a valued customer, weve waived the usual small amendment fee for this modification, so no additional charges were made. We trust one of our supervisors has also been in touch to confirm this resolution with you.

  We're glad to help make sure everything is set for your stay! If you need further support, feel free to reach outwere here for you!

• Initial Complaint

  Date:11/03/2024

  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.

  This company has been trying to charge me $15 (fifteen dollars) everydayfor the past 5 days to my cashapp banking account without my authorization. However, cashapp banking has declined the charges for security purposes.

  

  Business Response

  Date: 11/04/2024

  Hey ********,

  Thanks for sharing your concerns! It sounds like there may have been a mix-up with your membership sign-up, and we're here to help clear things up.

  At Super.com, we prioritize transparency in all our practices, providing full details upfront about any offers, and we ensure that sign-*** are confirmed only with clear consentso there are no surprises. Please be assured, we only process charges for services youve specifically signed up for.

  Regarding the attempted charges youre seeing, please know that, as outlined in our Terms & Conditions, the Super+ Membership fee is automatically charged to your linked payment method. If all eligible payment methods on file are declined, Super will automatically retry the selected payment method throughout your billing cycle to help you get back to enjoying the benefits of your membership.

  While our Super+ membership offers perks like Cash Advance, Credit Building, and up to 10% Cashback on travel, we completely understand if its not the right fit for you at this time, and were happy to process a refund since your satisfaction is our priority!

  You can cancel easily online, though the process might vary by state due to regulatory guidelines. No worries, our Support team is here for you from 8 AM - 9 PM at *****************, or you can use the chat feature in your Super.com app for quick and convenient help.

  For more info, please check this article: *****************************************

  We hope this information has been clear and helpful!

• Initial Complaint

  Date:11/01/2024

  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.

  They charged me and turned on recurring billing and I have no way to cancel this on their website without calling a number. I was told I would be getting cashback for lyft, but instead I am being tricked into a long subscription I do not want.

  

  Business Response

  Date: 11/02/2024

  Hey ****,

  Thanks for sharing your concerns! Here at Super.com, we prioritize integrity and transparent practices, and it sounds like there was a mix-up with your Super+ membership sign-up. No worries, thoughwere here to help!

  We make sure to provide all the details upfront about our offers, and ensure you give clear consent before any sign-**** so there are no surprises. Rest assured, we only process charges for services you've specifically signed up for. If youd like more details, a quick review of our Terms & Conditions can be helpful.

  Just to clarify, our Super+ trial membership allows users to explore the benefits of the Super+ Membership for a limited time at either no cost or a minimal fee. And regarding your $20 bonus: as mentioned during sign up, simply complete the claim form, and your bonus will be applied to your Super.com account within 30 days. Keep in mind, canceling the trial ends access to these benefits, as outlined in our Terms & Conditions.

  After looking into this, weve confirmed that your membership was successfully canceled on November 1, 2024, before your trial ended. We're glad you were able to cancel over the phone, and while it may not always be the most convenient option, were constantly working to make this process even easier.

  While were sad to see you go, were here if you ever want to give Super+ another shot in the future! We hope this clears everything up, and if you have any more questionswere always here for you!

• Initial Complaint

  Date:10/30/2024

  Type:Billing Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I was charged 15$ on my debit card from this company and I have never heard of them.

  

  Business Response

  Date: 11/01/2024

  Hi ******,
  
  Thanks so much for bringing this to our attention! We completely understand that unexpected charges can be surprising, especially if our company isnt familiar to you.
  
  We couldnt locate any records based on the information provided in your initial message, but were here to help and want to make this as easy as possible. If you could share a few more detailssuch as any alternative contact information, like a different phone number or emailthat would be a big help! Youre welcome to email us directly at ********************************, and well dive right in.
  
  Alternatively, you can always reach our 24/7 support team. Please visit our Help Center:
  *****************************
  
  Were here to understand the situation better and ensure everything is resolved to your satisfaction. Looking forward to helping!

• Initial Complaint

  Date:10/30/2024

  Type:Billing Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I was charged for a subscription that I had not intended to be sign up for, I was still charged however. In the best case it was misleading. In the worst case it was intentional fraud. This is not how an honest business should operate.

  

  Business Response

  Date: 11/01/2024

  Hi ******,
  
  Thank you for bringing this to our attention! We're here to help and want to assure you that integrity and transparency are at the heart of everything we do. As a company featured in publications like the ***************, ******, and the *************** were proud of the trust **** built with our customers.
  
  It sounds like there might have been a ****** ***-up regarding your Super+ membership sign-up. Rest assured, we always ensure clear consent and provide all necessary information. Automatic sign-*** arent something we practice, as we value our customers choice in joining.
  
  The Super+ membership includes valuable perks like Cash Advance, Credit Building, and up to 10% Cashback on travelbenefits designed to make your experience with us worthwhile. However, your satisfaction is our priority, and were more than happy to assist with a refund if youd prefer to cancel.
  
  Our records show that your membership was already canceled as of October 2024. If you have any further questions or need assistance, feel free to contact our Support team at +1 ************** (8 AM-7 PM) or use the chat feature in your Super.com app.
  
  We hope this clears up any concerns, and please let us know if theres anything else we can help with.

• Initial Complaint

  Date:10/30/2024

  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.

  The company used predatory tactics to redirect me and get my bank card number. It said clearly on the site they would not save or charge my card and then underneath the confirm button there was hidden text that you couldn't see until afterwards that they would charge you and sign you up for a reoccurring payment every 5 days. I immediately backed out of the page once I saw it but they still charged my card despite me not confirming. I also tried to cancel and their cancellation page was broken.

  

  Business Response

  Date: 11/01/2024

  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. Furthermore, no credit card information is ever stored on our servers, unless you enroll in a membership, and our website complies with the ************************** Security Standards (PCI Compliant). This is the most stringent level of certification available in the payments industry.
  
  With our Super trial membership, we aim to provide a glimpse of all the great benefits available, such as Cash Advance, credit building, and up to 10% cashback on travelall at little or no cost to try out.
  Just so you know, if you decide to cancel before the trial period ends, you wont be charged for the next term. However, please note that if you cancel during the trial or a promotional period, access to the membership perks will end immediately.
  
  After reviewing your account, we see that your membership was successfully canceled on October 30, 2024. The initial trial fee is non-refundable, as mentioned during sign-up.
  
  If you have any further questions or if theres anything more we can assist with, please dont hesitate to reach out. Were here to support you every step of the way!
  
  We hope this clears everything up, and thank you again for giving us the chance to address your concerns.

  Customer Answer

  Date: 11/01/2024

   
  Complaint: 22495112
  
  I am rejecting this response because myn original point still stands, and the $1.97 was va fraudulent transaction.
  
  Sincerely,
  
  ***** *****

  

  Business Response

  Date: 11/06/2024

  Hi *****,
  
  Thank you so much for sharing your concerns with us. We take feedback seriously, and your trust is incredibly important to us.
  
  At Super.com, were dedicated to providing a service rooted in integrity and transparency, as recognized by top publications like the **************** ******, and the *************** It sounds like there may have been some confusion with your membership sign-up, and we're here to make sure everything is clear.
  
  As we mentioned, we always prioritize clear consent for our memberships. We dont automatically enroll anyoneguests have a clear option to choose whether or not theyd like to sign up. The Super+ trial membership is a promotional offer that provides access to Super+ benefits for a limited time, often at a very minimal cost (like $1.97). This small fee is non-refundable, as outlined in our terms and conditions at sign-up.
  
  Rest assured, your membership has been successfully canceled as of October 30, 2024. If you have any more questions or if theres anything else we can assist with, please feel free to reach out.
  
  We hope this clears everything up, and thank you again for giving us the chance to address your concerns.

• Initial Complaint

  Date:10/30/2024

  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.

  booked *************** in ******* from August 3rd to 23rd. I was unsatisfied with their service in regards to room cleaning which was not satisfactory. The sheets were not clean and I ended up buy mine and use it during the stay time. Also had to wash them buy hand because I didnt feel safe to give them to my hotel to clean or wash because of the hair and stain Ive noticed the very first day. Ive called room service to clean the bathroom and right after the bathroom flushing stopped working and every time we used had the same issue even if they fixed it. Nighttime using bathroom was horrible due to the same problem.The fridge was not keeping anything cold and was inside a cabinet. In the middle of August was unbelievably warm and we didnt have cold water.We didnt purchase breakfast but paid out of pocket 2 times and unfortunately the second time I got poisoned and sadly vommited.Please take into consideration my reasons for being dissatisfied with the hotel and issue refund before I disputed with my bank for further investigation.I already reported to BBB and ****** also and will take further action with the court of law if necessary Feel free to contact my for any further details.

  

  Business Response

  Date: 11/01/2024

  Hi Argin,
  
  Thank you for bringing this to our attention. Were grateful for the chance to hear your feedback, as it helps us ensure every customer has a wonderful experience.
  
  As a third-party booking service, our goal is to connect you with fantastic accommodations and provide an easy, enjoyable booking process. While we help make the reservation, each property manages its own standards and amenities directly.
  
  It seems that youve initiated a chargeback with your bank, which means the process will continue on that end. While we have limited involvement at this stage, our Chargeback team is here for you, gathering all the necessary information and submitting it for mediation with the card processor. Rest assured, if any additional information is needed from us, well be ready to provide it to ensure a smooth process.
  
  Thank you again for your patience and understanding. 

• Initial Complaint

  Date:10/29/2024

  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.

  Our reservation was showing Days Inn and doing a search on ****** showing it used to be there at ***************************************************************************** When you do a ****** search for the same address, you will find it is no longer a Days Inn, but a Quality Inn. So when we arrived, the reservation was not valid with Quality Inn. I had to find another hotel because ************** would not pick up the phone. When I returned, I could not get Super.com on the phone again, so I went to my credit cards company to dispute the charge. They did their due diligence and Super.com told them they would not refund the charge because hotels are non-refundable. It took me a number of times but finally got someone at Super.com and they reviewed my complaint and agreed i was in deed titled to a refund. 3 months later, still no refund. I contacted Super.com again and forced me to get a supervisor. He looked over and agreed the refund should have happened. he would get it processed by sending it to ******. Now another month has passed and he contacted me and said he couldn't get the refund processed. They owe me $441.92.

  

  Business Response

  Date: 11/01/2024

  Hi ******,
  
  Thank you for reaching out and letting us know about your experience. Were here to help and appreciate you giving us the chance to assist.
  
  It sounds like there was a mix-up with the property listing, and we understand how that could cause some confusion. Thank you for your patience as we work together to resolve this.
  
  Our support team noted that a chargeback has already been initiated with your bank or payment provider, which limits our ability to process a refund directly at this time. If youd like us to proceed with the refund, wed recommend canceling the chargeback with your bank so we can access your account and issue the refund smoothly.
  
  Once the chargeback is canceled, just let us know by sending an email to ************************************** or feel free to reach out to our 24/7 support team through our Help Center.
  
  Thank you again for allowing us to assist! If theres anything more you need, dont hesitate to reach outwere here for you!

  Customer Answer

  Date: 11/01/2024

   
  Complaint: 22489444
  
  I am rejecting this response because:
  
  Sincerely,
  
  ****** ****

  I appreciate you starting the process regarding the error on your side and to get my refund processed.  The bank has NO charges against you and they have not sense August 15, 2024.  This has been your companies response for the past months and there is nothing else I can do on my end.  The bank has NOTHING they can do and can't because it is past the 90 day rule of chargebacks.  Your company has promised sending me the refund to my ****** account because of this and that was where we were before going to the BBB.  The response was this:  

  I hope this email finds you well.
  
  My name is ******, the supervisor that's reviewing your case and I'm reaching out in regards to your booking under Quality Inn & Suites ***************** *******-North checking in on 26 May 2024. I tried negotiating a refund on our travel partner. However, we're still unable to directly access your account as it was temporarily frozen as the chargeback is still active. At this stage, any further inquiries or updates regarding the dispute must be directed to your financial institution. They will be your primary point of contact and will keep you informed about the status of your chargeback case. While the chargeback process is active, please be aware that we do not have access to your booking or the ability to provide further assistance. This limitation ensures compliance with the chargeback proceedings. Thank you for your understanding and cooperation.

   

  I want my money and having to wait over 5 months should entitle me to extra compensation for the interest I have been charged on my credit card.

   

  ****** ****

  

  Business Response

  Date: 11/06/2024

  Hi ******,
  
  Thank you so much for your patience and understanding throughout this process. We truly appreciate you working with us, and we're sorry for any inconvenience this has caused.
  
  Now that we've confirmed the chargeback has been canceled, were excited to move forward with processing your refund as promised. We're making it a top priority, and you can expect it to reflect in your account within 3-5 business days.
  
  Thank you again for giving us the chance to make this right. Were here if you need anything further!

  Customer Answer

  Date: 11/08/2024

   
  Complaint: 22489444
  
  I am rejecting this response because:  The bank has no record of any open disputes.  The last was closed on August 16, 2024 and nothing the bank can do to proceed with the refund because it is past 90 days.  The representative I talked with at Super.com has promised to send the money to my ****** account within 5 days.  That is now 2 months and counting.  This company just seems to book without any disregard to their error and not want to refund the customer.  The customer should not be the one responsible to chase a company for a refund when they clearly accepted the error.
  
  Sincerely,
  
  ****** ****

• Initial Complaint

  Date:10/29/2024

  Type:Billing Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I attempted to pay super cash advance fee, but they continued to give me error messages reading that it dailed to go through - i seen that the payment went through twice on my banks end - meaning it did go through and either duplicated or was charged twice. This is super fault for having a defective system giving out error messages, as well as their customer support representatives ignoring my messages. I demand my $57 back today

  

  Business Response

  Date: 10/31/2024

  Hi ******,
  
  Thank you for bringing this to our attention, and we apologize for the inconvenience youve experienced. 
  
  We understand that you encountered an error when attempting to pay the super cash advance fee, which resulted in a duplicate charge on your bank account. 
  
  Rest assured, our HQ team is actively reviewing your case with the commitment to resolve it swiftly. Your feedback means a lot to us, and we are dedicated to ensuring a positive resolution to address any inconvenience you may have encountered.
  
  Thank you for your patience as we work to resolve this for you, and well keep you updated every step of the way.