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:08/26/2024

  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 conpleted the requirements for my $49 for task completion to be deposited to my account, yet even after speaking with customer support i was only told it may take 2 long weeks to be paid for my tedious labor

  

  Business Response

  Date: 08/27/2024

  Hi ******,

  Thank you for reaching out about your reward. We are happy to clarify the reward redemption process for you.

  If you're redeeming credits of less than USD $50 in credits, they should be released right away, though it can sometimes take up to 2 business days. For redemption over USD $50 in credits, the release time is typically within 7 days. You can check the Activated At field for the date when your credit will be available. In some cases, it may take up to 14 days for a credit to be released (irrespective of the amount).
  
  If you still haven't received your credit yet, a quick restart of the app might help. Should the issue persist, please contact our trusted partner by reporting the problem within the offer.

  We hope this clarification addresses any doubts or concerns you may have had.
  

  
  

  Customer Answer

  Date: 08/27/2024

   
  Complaint: 22194759
  
  I am rejecting this response because:

  im still being given a hard time, although the amount is less than $50.. i also do not see that aforementioned tab available 
  
  Sincerely,
  
  *************************

  

  Business Response

  Date: 08/31/2024

  Hi ******,

  As our Support Team have informed you before, we have a standard credit processing time whether you're playing a game or completing a task. When playing games, credits usually show up in your account within 2 business days. For tasks, it can take up to 14 business days for our partner to confirm.

  Upon checking your account, we're happy to inform you that your credits have been activated last August 28, 2024, and you have already successfully redeemed it last August 29, 2024.

  We hope this information helps clear up any doubts or concerns you may have had.

• Initial Complaint

  Date:08/25/2024

  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 have been getting charged monthly for this. I never signed up for this and I am no longer wanting to pay for this.

  

  Business Response

  Date: 08/26/2024

  Hi ******,

  Thank you for reaching out to us. We truly appreciate your feedback and we are here to help. It seems there might be a little confusion regarding your Super+ membership, and we're glad to clarify. Please know that we always ensure our users have clear consent before signing up.

  Your Super + membership offers fantastic benefits, including Cash Advance, Crediting building, and up to 10% Cashback on travel. If you've decided that this membership isn't right for you, that's perfectly okay! We're more than happy to assist you with a refund because satisfaction is our top priority.

  Cancelling your membership is quick and easy, and entirely within your control. Simply call our Support team at ***************** or use the chat feature in your Super.com App for a convenient online cancellation. Please note that online cancellations may be limited in certain states due to regulations.

  Alternatively, you can initiate a chat directly from the Super.com App or website during business hours (8 AM - 7 PM) for immediate support.

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

  We trust this explanation brings clarity to the matter.

  Customer Answer

  Date: 08/27/2024

   
  Complaint: 22192577
  
  I am rejecting this response because: They will not let me speak to a supervisor. I never signed up from this. It is fraud. I would like this addressed. They took money from me again today. 
  
  Sincerely,
  
  ***********************

  

  Business Response

  Date: 08/28/2024

  Hi ******,
  
  We understand that you did not intentionally sign up. We are committed to providing reliable and reputable services. Our company has been recognized in well-known publications, such as the **************** Forbes, *************** SmarterTravel, and Conde Nast Traveler.
  
  We checked our records, and our Support team was able to cancel your membership and issue a full refund. The refund usually takes 3 - 5 business days to reflect to your account.
  
  We hope this clarification addresses any doubts or concerns you may have had.

• Initial Complaint

  Date:08/22/2024

  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 have been a user if the ******************** app since July, and spent most of my time competing tasks and playing games to earn credits. I had accumulated over $500 in credits and was saving them to redeem them to my card to use as cash, and out of no where they decided to ban me and now i cannot recurve my credits. I am very confident this was only done because of the high balance i had accumulated and do not think it is right! I would like my credits to be released immediatley.

  

  Business Response

  Date: 08/26/2024

  Hi ******,
  
  Thank you for being an active participant in our Play to Earn program. We truly value your enthusiasm in completing tasks and playing games and we appreciate your feedback.
  
  After carefully reviewing your account, we regret to inform you that, as previously mentioned by our support team, your participation in the cash rewards and cashback program has been discontinued due to a breach of our Terms and Conditions. For full details, you can refer to "Termination" section at ***********************************************************************;
  Please note that any remaining rewards are no longer available for redemption and do not hold any cash value. The decision is final and we cannot be changed. 
  
  We trust this explanation brings clarity to the matter.
  
  

• Initial Complaint

  Date:08/19/2024

  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 placed a booking, B_15151409, for a five-night stay on 7/28/24. After reading bad reviews about the hotel I canceled, requesting travel credits as a refund. I did end up using those credits to book and cancel two additional bookings (B_15158671 and B_15276099), both of which were ultimately canceled within the allowable refund period since I could no longer go on the trip. Both were also refunded in travel credits. At the end I had travel credits of $1161.93 in my account. On 8/7/24 I contacted support and requested the credits be refunded to my ******* which the agent agreed to and they were at that time removed from my account. However, I never received an actual refund to my ****** from the initial booking. I had to add on additional payment for the second booking listed above, which was paid via credit card, and may have been the source of some of the confusion. However, I have waited the requested 5 business days and have not received a refund. I also reached out to staff on the website for additional assistance but it seemed to still be confusing. I would like to see what the status is as several days have passed and I need to rebook the trip, and hopefully have added enough detail here to explain the situation where I may not have as effectively when I contacted support.

  

  Business Response

  Date: 08/25/2024

  Hi *******,

  Thank you for sharing your detailed experience with us. We completely understand how important this is for you, especially since you are still waiting for your refund. We're dedicated to ensuring every customer feels fully supported, and we're here to make things right.

  After looking into it further, it appears there was an error processing your refund initially, but no need to worry! We have reprocessed it on our end. Your full refund of $1092.95 USD for booking B_15151409 has been issued and should be in your account within 3-5 business days. Keep in mind that processing times vary by bank, so feel free to contact them for more specific information.

  To provide more clarification on the matter, your third booking under reference number B_15276099 had the total credits amount of $1161.93 USD. This included the original amount of $1092.95 USD from your first canceled booking, and an additional $68.98 USD from your membership perks. Since the reservation was canceled, the membership perks amount cannot be refunded back on your account.

  We value your feedback, and we're delighted to offer you a credit of $30 USD to your account. This is our way of showing our dedication to improving and turning your negative experience into a positive one for your next stay. The credit is already available for your use.

  We hope this clarification addresses any doubts or concerns you may have had.

• Initial Complaint

  Date:08/19/2024

  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.

  Ongoing:Super.com is falsely advertising inexpensive room rates they are NEVER able to offer. When you use a search engine like kayak.com the least expensive rate is given. Like starting at x dollars . When clicking on such a hotel rate super.com is almost always the the *** with the best rate but when you click on the rate , super.com never has the rate they promote purposely and falsely done to attract people to their platform hoping the consumer will buy at a higher rate regardless. They are polluting search engines with false rates, costing consumers unnecessary extra time and its is a beyond sketchy way to compete. Perhaps kayak should ban super.com and are equally at fault for allowing super.com to falsely advertise incorrect and often much cheaper rates. They should be forced to provide transparent information and not waits consumers time by grabbing their attention and funnel them to Super.com to only find out it is yet again a hoax. You could argue not go to their website, however that doesnt take away the fact that for instance a kayak search engine is polluted by their fake rates and rate comparisons between properties is unreliable. For instance if super.com offers the four season in ***** for $393 (vs $450 what the real starting point is and $470 what super.com factually is charging - $20 over the next real *** offer) vs a property super.com is not offering like the Loews in ***** (starting at $256 with a legit *** (Priceline) the fake Super.com rate of the much higher end luxury property like an Four Seasons Miami is now also competing for the consumers attention willing to pay a bit more (and likely not $200 more) for a room with more luxury. The borderline fraudulent behavior of super.com is disrupting the transparency of the property itself and other properties competing for eyeballs and ability to sell a room. Therefore I am filing a complain and asking you to see if something can be done to stop this scammy tactic .

  

  Business Response

  Date: 08/27/2024

  Hi *******,

  Thank you so much for reaching out to us about the rates we offer. We work with a variety of trusted partners and wholesalers to bring our customers the best price, including exclusive deals. Our goal is to ensure our customers have a positive and seamless booking experience.

  Please keep in mind that our hotel rates are dynamic and can change based on current demand and availability. While we do our best to secure competitive pricing, these fluctuations are outside of our control.

  If you need any further assistance, please let us know at *******************.

  We hope we have clarified your doubts and concerns. We're here to help
  
  

  
  

• Initial Complaint

  Date:08/19/2024

  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.

  Super+ told me they canceled my membership but then texted me a few weeks later saying my payment did not go through. I shut down my card because I did not trust them (and clearly was right to do so).

  

  Business Response

  Date: 08/25/2024

  Hi ********,
  
  Thank you for bringing this to matter to our attention. We understand how worrying it can be to still be receiving payment notifications after canceling your membership. We're dedicated to ensuring every customer feels fully supported and would be more than happy to investigate this further for you.
  
  As for your concerns about us having access to your information, we want to assure you that we take this very seriously. As a reputable company featured in various publications, we have a strong commitment to protecting your information and only use it for the services you have signed up for.
  
  Upon further investigation, we have confirmed that your membership was successfully canceled and refunded on August 9, 2024. We understand that you may still be receiving payment notifications and want your account deleted from our system. Please rest assured that we are working hard to resolve this issue quickly and efficiently. We truly appreciate your patience as our HQ Team works diligently to address this.
  
  We are committed to addressing your concerns promptly and ensuring your satisfaction.

  Customer Answer

  Date: 08/25/2024

   
  Complaint: 22166209
  
  I am rejecting this response because:

  The only reason the payment did not go through was because I canceled that card entirely because I did not trust your company. And I was right not to have because I have evidence you tried again! I would not have received an automated response about it not going through if you hadn't attempted to charge the account. Therefore your customer service lied about canceling. Yes, I was refunded for the initial charge, but you still had my hard on file and did nothing to stop it. Not only that but that transaction hasn't been a month apart which is what you claim your membership costs a month. I also have a resolution open to try and get my account cancelled and haven't had word yet. 

  This is unacceptable. In an age where customer data and privacy is so much at risk, you are not even doing the bare minimum. By law, canceling should be easy. Your business hours are limited, you can't cancel online, and when you email clearly you can't trust that your membership is cancelled. 

  And the fact that I'm still waiting for my account to be closed is raising all the red flags.

  I also looked at your app reviews and many others have voiced this case. If you truly took this seriously this wouldn't continue to be a problem. I urge everyone who considers your company to do their due diligence and see how many negative reviews you have.

  I will also be opening this up with GAP who recommended your service to me. I'm sure they will be happy to know how you are taking advantage of their customers.

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

  

  Business Response

  Date: 08/27/2024

  Hi ********, 

  We understand your concern about the notifications you received about the attempt to charge your card and also about your canceled membership. 

  We assure you that we already canceled and refunded on August 9, 2024. Once we cancel a membership we no longer have an option to charge the customer. No credit card information is ever stored on our servers and our website complies with the ************************** Security Standards (PCI Compliant). This is the most stringent level of certification available in the payments industry.

  We already reviewed your account and all data associated with your Super Travel account has been deleted by our Corporate team. This includes any personally identifying information, such as your email, name, and phone number.

  Additionally, we are actively working to improve our services and are committed to making positive changes based on customer input. We wanted to assure you that we don't take advantage of our customers. Our goal is to provide excellent service and support. We are committed to maintaining the highest standards of customer care. 

  We hope this clarification addresses any doubts or concerns you may have had.

• Initial Complaint

  Date:08/18/2024

  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.

  Super super+ charge showed up on my debit/bank account for $15. I never authorized use of my account and never knowingly gave information to Super+ or permission to withdrawal money from my account. When researching this business I found there have been numerous same complaints. When you look up the account management all they have is my cell phone number not other info listed in account management. I have received no emails or contracts from this company stating any guidelines or permission to withdraw. They received my information unknowingly without my permission. I tried to cancel online with website and was given a customer service number to call, which stated was a 24/7 number to talk to a *** and no one answered with a message stating it was closed to call back during business hours. This business is misleading and website is very unclear. I would like my $15 refunded and also to be removed from their list as soon as possible. If

  

  Business Response

  Date: 08/23/2024

  Hi ****,
  
  Thank you for reaching out and sharing your concern about the charges with our Super+ membership. We want to assure you of our legitimacy and commitment to customer satisfaction. Our company is proudly featured in well-known publications such as the **************** Forbes, *************** SmarterTravel, and Conde Nast Traveler!
  
  It looks like there might have been a bit of confusion about your Super+ membership. please rest assured that we always require clear consent before enrolling anyone. And if you decide it's not the right fit for you, canceling is quick and easy.
  
  Your membership includes great perks like Cash Advance, Credit Building. and up to 10% Cashback on travel. We're here to help if you'd like to cancel and process a refund. Your satisfaction is very important to us.
  
  You can cancel by calling our Support team at *****************. Please keep in mind that that line is available Monday to Friday (8 AM - 7 PM) or use the chat feature in your Super.com App for a convenient online cancellation. Note that the option for online cancellations may vary depending on your state.
  
  For more info, please check this article: *****************************************
  
  We're here to assist you in the best way possible.

• Initial Complaint

  Date:08/15/2024

  Type:Product Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  We made a hotel reservation through Super.com for June 30th. Our flight was cancelled on the same day, so we could not stay at the hotel.We communicated with the hotel, and we were told that since the reservation was made through a third party, we had to contact them for a refund. We went through the reimbursement process, sent all of the information required (email from hotel, notice of flight cancelation) but we were denied a refund.

  

  Business Response

  Date: 08/20/2024

  Hi ****,
  
  Thank you for your patience and the detailed explanation of your concerns regarding your reservation in *************************************. We understand how challenging it can be when unexpected flight cancellations happen.
  
  After looking into your situation, we wanted to inform you that our Support Team did everything they could to try and get a complimentary cancellation for you, even though it was a non-refundable booking, which typically limits modification and cancellation options. While we were unable to secure a free-of-charge cancellation due to the strict policies in place. Please know that we did everything we could to assist you and find a solution. We always strive to advocate for our customers as much as we can, but sometimes our hands are tied by certain limitations.
  
  We trust that this information has addressed any doubts or concerns you may have.
  
  
  

  Customer Answer

  Date: 08/20/2024

   
  Complaint: 22148488
  
  I am rejecting this response because:

  You could at least refund Super.com fee.

  I was assured by the hotel that the final decision regarding a refund rested on Super.com, since the reservation was done through Super, but it you're claiming the "travel partner" rejected, you could at minimum refund the fee that Super collected for this reservation, especially considering that the hotel cancelation was unavoidable, and through no fault of our own (our flight was canceled on the same day we were supposed to arrive).
  
  Sincerely,
  
  *************************

  

  Business Response

  Date: 08/23/2024

  Hi ****,
  
  We understand that your situation was beyond your control; however, the accommodation cannot be held responsible for your flight cancellation. In this instance, you chose a non-refundable rate, preventing us from making any alterations to your booking, including changing dates.

  Cancellations do not qualify for a refund, as communicated on the booking form and reiterated on the confirmation page. In instances like these, we recommend raising a claim with the flight operator as they were accountable for your no-show with the accommodation. Additionally, you may want to check if your travel insurance provides coverage for such cancellations.

  We kindly ask you to review the Terms & Conditions on our website, so you can get a better understanding of the policies of your reservation and the scope of our services.
  Policies are not set by us but rather set by the accommodation and only with their permission, we can override those policies.

  If you've directly communicated with the accommodation through written correspondence and they agree to refund you kindly gather all relevant details, including the staff member's name and position who approved your request. Once you've obtained approval, please initiate the cancellation process by visiting: go.super.com/amend and following the provided prompts.
  
  Thank you for your understanding.

  Customer Answer

  Date: 08/28/2024

   
  Complaint: 22148488
  
  I am rejecting this response because:

  As previously stated, you could at least refund the fee charged by Super.

  We spoke with ****** from ***********, she is the manager, who told js that since we did not book thru them, and we did not issue the payment to them, they cannot help, and that its at Super.com's discretion to issue a refund as they are the ones holding the funds.

  Super.com not resolving the issue and just sending template I've already received via email.

  I ask for the company to understand this cancelation was not our fault, and to at least issue a refund for the fee amount. 

  I have attached the information of the room fee we received from *********** after requesting it, and the total we paid to Super.com.

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

• Initial Complaint

  Date:08/14/2024

  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.

  So this complaint is regarding cash for tasks and play to earn rewards. There is no clear wording regarding how fast rewards are granted. Most rewards are instant and some take up to 48 hrs to process. Ok. But when you complete seemingly insurmountable goals, the rewards are either denied or they take up to a full week to clear. And trying to reach customer service is impossible unless it's within their daily window. Mind you they claim to be available 24/7/365. That is a lie! And most customer service **** only give you pre recorded dialog regarding the status of your rewards. I have had several offers denied and no resolution was met. I have wasted money to obtain rewards and no resolution was met. I am fed up and want this company to acknowledge that they are scamming people with false advertising and high hopes of quick cash. They are involved in unfair business practices and need to be responsible for their actions. I want what is owed to me based on the several tasks I have completed.

  

  Business Response

  Date: 08/19/2024

  Hi ********!
  
  Thank you so much for reaching out to us about your rewards with the Play to Earn Program! We're happy to assist and ensure everything is running smoothly for you.
  
  We collaborate with our partners to accurately track your game progress, which is how we award your credits. Typically, for game rewards, you should see your credits reflected in your account within 2 business days. For tasks, it may take up to 14 business days as our partners confirm the completion.
  
  If you're redeeming credits under USD $50, theyre usually available immediately but can take up to 2 business days in some cases. For credits over USD $50, it may take up to 7 days for the release, and in rare cases, up to 14 days. You can always check the "Activated At" field to know when your credits will be ready for redemption.
  If you have any more questions, feel free to reach out were here to help and ensure you get the most out of your rewards!

• Initial Complaint

  Date:08/13/2024

  Type:Service or Repair Issues
  Status:

  ResolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I have been using Super for over half a year and enjoy playing games for credits. As of August 5th my last redemption I have been unable to redeem any credits. I have done every offer legitimately and spent my own money on many of them including the one I have credits I can not redeem for at this current time. I was told by customer service a few times over the past few days that there was a technical issue and that it will be resolved soon and to try redeeming later which this was a HUGE lie.
  
  As of today 8/13 I contacted customer service on the app and they directed a call to an agent for me who began to tell me my redemption account had been terminated due to some policy?
  
  I have no broken any policy nor would I even know how to! I would like this reversed and my credits made available and a apology. Thanks for your time.

  

  Business Response

  Date: 08/20/2024

  Hi Zeth,
  
  Thank you for being a valued customer for over half a year. We understand your concerns about not being able to redeem your rewards.
  
  After a thorough review, we found that your participation in the cash rewards and cashback program was terminated due to violations of our terms and conditions. You can find more details at *************************************** ** *** ************* *******
  
  We’re fully committed to resolving any issues you’ve encountered. We greatly appreciate your patience while our Corporate Team works diligently to investigate the matter to get back to you as soon as possible.
  
  We are committed to enriching your experience.

  Customer Answer

  Date: 08/20/2024

  Better Business Bureau:
  
  
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me.
  
  
  
  Sincerely,
  
  
  
  Zeth F******