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:03/12/2024

  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.

  Booked a one night stay at Suburban Extended Stay ******** Cedar Valley in August. Experienced bed bugs and the manager, *****, immediately apologized and said she would issue me a refund for my stay over the phone. I informed Super.com and my bank the same day- Super.com said I needed documentation of my refund. I explained I don't have documentation, that ***** verbally confirmed she'd refund it. I called the hotel and another manager verbally confirmed the refund was issued- so Super.com just decided to keep it. I would like my refund. I have a photo of the bed bug in the bed.

  

  Business Response

  Date: 03/13/2024

  Hi ********,
  
  Thank you for bringing this to our attention. We're sorry to hear that the accommodation did not meet your expectations due to the condition of the room.
  
  Please understand that, as a third-party booking service, hotel standards, amenities, staff and other guests' behavior are beyond our control. However, we recognize their importance.
  For swift resolution, direct communication with hotel management is recommended. They can best address concerns and enhance your stay.
  
  If the accommodation refers you to us, exceptions to policy may apply, so please obtain written confirmation of the agreement for our Support team.
  
  Once you've obtained approval, please initiate the cancellation process by visiting: go.super.com/amend and following the provided prompts. Your proactive engagement in this process will facilitate a smoother resolution, and we are here to assist you throughout.
  
  We hope we have clarified your doubts and concerns.

• Initial Complaint

  Date:03/12/2024

  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 have an account with ******************** that I have only used a few times. I was not aware that there was an $15 monthly subscription that I was being charged for and after logging in to my account the other day I received a message that they were trying to charge my card but couldnt. They allowed me to continue playing games to earn rewards and it was never brought to my attention about a subscription that was owed. Instead of the company trying to reach out to me that I had a subscription I was unaware about they continued to charge me and roll over the charges each month with charges exceeding $100. They are now not allowing me to redeem the rewards that Ive not only earned but had to pay money into as some apps required me to deposit at least $60 into to get the cashback. I have reached out to the company and they are unwilling to assist and telling me I have to pay the balance of the subscription that I wasnt even aware I was signed up for. The company shouldve closed the account long ago if there was an unpaid balance but instead continued to take advantage of a consumer and continued to charge me. I spoke to a rep just a week ago about replacing my card because it was frozen because but someone else attempted to use it and ****** (which I found out on my own and they failed to inform me) and the rep never mentioned that I was overdue and sent me out a new card.

  

  Business Response

  Date: 03/13/2024

  Hi *******,
  
  Thank you for bringing this to our attention. You may have accidentally signed up for our optional Super+ membership program during a reservation process. We cannot automatically sign you up. 
  
  The membership does come with various benefits, including Cash Advance, Credit building, and up to 10% Cashback on travel. However, if you've decided not to continue with the membership, we are more than willing to process a refund, as our primary goal is to ensure our customers' satisfaction.
  
  To initiate the cancellation process you can simply follow the steps in this Helpdesk article: ****************************************************************************************************************
  
  For further assistance, you can contact our dedicated team. at ***************, available Monday through Friday, from 8 AM to 7 PM, EST, or by sending an email at email [email protected].
  
  Please note that rewards could take up to 14 days to pop into your account. Try restarting your app if you have not received your credits yet. If you are still having issues, please contact our trusted partner directly by reporting the problem within the offer.
  
  If you have any other questions about Play for Cash, please visit our help centre at help.super.com and visit the "More Ways to Save" section.
  
  We hope we have clarified your doubts and concerns.

  Customer Answer

  Date: 03/13/2024

   
  Complaint: 21423063
  
  I am rejecting this response because:
  The business has not addressed the rewards Ive earned that they are not allowing me to redeem that I paid money into. I am not just referring to the subscription.I am referring to the $35.94 currently in my account as well as the $43.23 that was supposed have been investigated last week that I still have not received or had addressed. I am willing to cancel the subscription after redemption of the $79.17. 
  Sincerely,
  
  *************************

  

  Business Response

  Date: 03/15/2024

  Hi *******,
  
  Thank you for bringing this to our attention. We would like to understand more about your situation and offer our assistance. Please email us your details at ********************* and one of our representative will reach out to you as soon as possible. 
  
  For any additional support or inquiries, our dedicated ************* team is available to assist you. You can reach them at *************** from Monday to Friday, 8 AM to 7 PM, EST.
  
  Thank you for understanding, and we look forward to resolving this matter for you.
  
  

  Customer Answer

  Date: 03/15/2024

   
  Complaint: 21423063
  
  I am rejecting this response because: I reached out to support and they are unwilling to assist. I have requested to speak to a supervisor. 
  
  Sincerely,
  
  *************************

• Initial Complaint

  Date:03/11/2024

  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 is regarding the Reservation no: B_11141746. I filed a complaint earlier with BBB : ******** They mentioned they have refunded in original complaint but This complaint was regarding 2 reservations for 2 different hotel bookings. For 1st reservation super.com refunded the money which was a smaller amount. But for the 2nd reservation they did not refund the money which was a bigger amount of $995 Reservation-1: B_11358941 ( refunded)Reservation-2: B_11141746 ( not refunded) - ****************** Here is what happened.I booked for December *****. Reservation no: B_11141746. My husband had severe diarrhea and nausea that started on December 15th night. He went to urgent care on 16th and doctor there said he cannot fly because of his medical situation. We called up super.com and cancelled the booking 3 days before our booking date. super.com successfully cancelled but did not refund. We also gave the medical note from the doctor to them.

  

  Business Response

  Date: 03/12/2024

  Hi *****,
  
  Thank you for bringing this to our attention. We appreciate your understanding regarding your refund request. Although our initial attempt to secure an exception was not successful. We are dedicated to exploring potential solutions. 
  
  Please note that our Support Team has successfully addressed the issue you raised. We already tried our very best to secure a refund on your behalf, as we always aim to reach positive resolutions for our customers. However, as mentioned previously, refunds could not be guaranteed in this situation since it was booked as non-refundable. Unfortunately, despite our efforts, our travel partners denied the request for a complimentary cancellation. Therefore, we are unable to process a refund for this booking.
  
  It's crucial to note that our ability to override the decision is limited. If you've directly communicated with the accommodation through written correspondence, 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. Your proactive engagement in this process will facilitate a smoother resolution, and we are here to assist you throughout.

• Initial Complaint

  Date:03/11/2024

  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.

  $300 On 02/29/24 ii holiday inn cancelled my reservation due to a unseen change they have me cancellation numbers so I wouldn't get charged a cancellation fee super . Double book 124$ and 149$ taken out of my SUPER.COM PAY ACCOUNT AND YOU see on my super statement that they took my money I have called every day it's now 03/11 still no answer or refund they refunded to get a supervisor or the # to they ive name no return phone call not s*** it is the worst service I ever had this what they I would ask for information no then they refused to email these rule they said that was against the rules Please im a member and the charge came out of my super.com credit card and can see on my bank statement wherey money is the account bc there was never er a transaction between me and the Holiday inny transaction was with super.com all they have to refund my account that I didn't authorize I'm ran out gas bc I didn't have any money I had to borrow money emy 84 yr old dad for food and gas bc of thing not my fault I didn't doubt booythr thank God for holiday inn they try to super.com hasn't s*** please help

  

  Business Response

  Date: 03/14/2024

  Hi *****,
  
  Thank you for sharing your recent experience with our Support team. Your feedback is invaluable to us, as it guides our continual improvement and growth. 
  
  We've noted your feedback regarding the security deposit requirement at the accommodation. It's important to mention that hotels commonly implement a security deposit as a standard procedure. This is merely a temporary hold on your credit card, contingent on a property inspection. The hold is lifted if no incidental purchases (room service, mini bar, Wi-Fi, etc.) or damages are identified. We appreciate your understanding of this industry-standard practice.
  
  Although we are dedicated to exploring potential solutions. It's crucial to note that our ability to override the decision is limited. If you've directly communicated with the accommodation through written correspondence, 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. Your proactive engagement in this process will facilitate a smoother resolution, and we are here to assist you throughout.
  
  We hope we have clarified your doubts and concerns.
  
  

• Initial Complaint

  Date:03/10/2024

  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.

  Scam out of 200 And Super.com has not been reporting my purchases to transunion etc As agreed

  

  Business Response

  Date: 03/11/2024

  Hi ******,
  
  Thank you for bringing this to our attention. We understand you might have reservations about our services, but we can assure our credibility is affirmed by our features in many reputable publications.
  
  We would like to understand more about your situation and offer our assistance. Please email us your details at ******************** and one of our representatives will get in touch with you promptly. We value your feedback and look forward to resolving any concerns you may have.

• Initial Complaint

  Date:03/08/2024

  Type:Product Issues
  Status:

  ResolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  Paid via credit card for a room, order # B_13278837 Room cost paid in advance. There will be NO additional charges or fees for the room.Being charged ******** MGA daily, for a total of 88 ****** MGA or 30CAD.Requesting full refund of 30$ cad via reservation.

  

  Business Response

  Date: 03/10/2024

  Thank you for bringing this to our attention, *****. We've noted your feedback regarding the occupancy tax requirement at the accommodation. It's important to note that hotels often have standard practices of charging mandatory fees directly to guests. The initial payment specifically covers the room, any added meal plans, and applicable sales tax. Other fees will have to be paid to the hotel directly upon check in.
  
  Despite these challenges, our dedicated Support team was able to resolve the issue by providing you a one-time courtesy and $127.10 CAD credits was applied to your account. This gesture is aimed at transforming your negative encounter into a positive opportunity for a ***********. The credit is already available for your use.
  
  We trust this clarifies matters for you.

  Customer Answer

  Date: 03/11/2024

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

• Initial Complaint

  Date:03/07/2024

  Type:Product Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  After booking the hotel for 2/22 I called and texted with the third party within ten minutes to change the date to 2/23. Their policy stated that even if you book something that was nonrefundable, they understood that mistakes happen and would be willing to work with you. After I contacted them, they told me that there was nothing that they could do because the hotel had already claimed the funds. I called the hotel itself in ***** and they said that they had no problem if the third-party were to refund the funds. I rebooked the night at the hotel for the 23rd with the hotel directly. We stayed the night at the hotel on the 23rd and not on the 22nd, I am asking for a refund for the night of the 22nd. I had reached back out to the third party and they said since the issue was now taken up with paypal that they would not assist. We did not stay the night of the 22. super.com has stated that PayPal has given me a refund paypal.com has stated they will not issue a refund and I am frustrated with the way that Super.com is handling the customer service.

  

  Business Response

  Date: 03/10/2024

  Thank you for bringing this to our attention, ****. Please note that we cannot modify any reservations or change your research. Reservations are made based on your search criteria. It's important that you double-check your booking details before you complete your reservation. This includes checking the dates, location, and price.
  
  It's also a good idea to review our cancellation policy so that you know what to expect if you need to change or cancel your reservation. Please note that your reservation was made for a non-refundable booking, which limits our ability to modify or cancel it.
  
  We understand that you've initiated the chargeback process, indicating a dispute with your bank or payment provider. At this point, our ability to intervene or take further action is limited.
  Our dedicated Chargeback team is actively involved in collecting all relevant documentation and will proceed to submit it to the card processor for mediation. Going forward, any updates or resolutions regarding this matter must be pursued through your financial institution.

  We appreciate your understanding in this process, and if there are additional details or documentation needed from our end, our Chargeback team will collaborate with your financial institution to ensure a thorough review of the case.

  We trust this clarifies matters for you.

• Initial Complaint

  Date:03/07/2024

  Type:Product Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I have never used or heard of this business and yet I keep getting fraudulent $15 charges on my MasterCard. I have replaced my card number numerous times and contacted MasterCard but the charges continue.

  

  Business Response

  Date: 03/10/2024

  Hi *******,
  
  Thank you for bringing this to our attention. You may have accidentally signed up for our optional Super+ membership program during a reservation process. We cannot automatically sign you up. The membership does come with various benefits, including Cash Advance, Credit building, and up to 10% Cashback on travel. However, if you've decided not to continue with the membership, we are more than willing to process a refund, as our primary goal is to ensure our customers' satisfaction.
  
  To initiate the cancellation process you can simply follow the steps in this Helpdesk article:
  ****************************************************************************************************************
  
  For further assistance, you can contact our dedicated team. at ***************, available Monday through Friday, from 8 AM to 7 PM, EST, or by sending an email at email ********************.
  
  We trust this clarifies matters for you.

• Initial Complaint

  Date:03/06/2024

  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 am being charged $14.99 for 4 consecutive months now and i never signed up or agreed to these charges. I should be reimbursed $59.96 for this fraudulent activities.

  

  Business Response

  Date: 03/09/2024

  Thank you for bringing this to our attention, ******. You may have accidentally signed up for our optional Super+ membership program during a reservation process. We cannot automatically sign you up. The membership does come with various benefits, including Cash Advance, Credit building, and up to 10% Cashback on travel. However, if you've decided not to continue with the membership, we are more than willing to process a refund, as our primary goal is to ensure our customers' satisfaction.
  
  To initiate the cancellation process you can simply follow the steps in this Helpdesk article:
  ****************************************************************************************************************
  
  For further assistance, you can contact our dedicated team. at ***************, available Monday through Friday, from 8 AM to 7 PM, EST, or by sending an email at email ********************.
  
  We trust this clarifies matters for you.

• Initial Complaint

  Date:03/06/2024

  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 purchased a booking on your site for a hotel room in *******, ** for business. Unfortunately I had to canceled my stay (that I did in advance BEFORE check in) due to a death which I provided documentation of. I totally understand that it was non refundable however due to my circumstances I really believed that you guys would have helped. Ive been a customer before and never had issues. This is really frustrating and time consuming and also I would have really been able to use those funds for funeral and death purposes. The hotel manager was a complete jerk even before I started my case. Now my provisional credit has been reversed in my bank and now I cant pay for rent or cover costs for arrangements. I was told my payment was adjusted in the following screenshot in my email. What happened between then and now???!!!!! I am beyond confused and shocked that no one is explaining this to me. Please assist

  

  Business Response

  Date: 03/09/2024

  Hi *****,
  
  We extend our deepest condolences and we do understand this is a difficult time. Please note that your reservation was made for a non-refundable booking, which limits our ability to modify or cancel it without the hotel's approval. Exceptions to this policy can only be made if the accommodation itself agrees to amend the reservation.
  
  We want to bring to your attention that we have checked our records, and our Support Team tried their best to secure the request for a complimentary cancellation. Unfortunately, despite our efforts, our request was denied, therefore, we are unable to process a refund for this booking. It's crucial to note that our ability to override the decision is limited.
  
  We understand that you've initiated the chargeback process, indicating a dispute with your bank or payment provider. At this point, our ability to intervene or take further action is limited.
  Our dedicated Chargeback team is actively involved in collecting all relevant documentation and will proceed to submit it to the card processor for mediation. Going forward, any updates or resolutions regarding this matter must be pursued through your financial institution.
  
  We appreciate your understanding in this process, and if there are additional details or documentation needed from our end, our Chargeback team will collaborate with your financial institution to ensure a thorough review of the case.

  We trust this explanation brings clarity to the matter.

  Customer Answer

  Date: 03/09/2024

   
  Complaint: 21392137
  
  I am rejecting this response because: I have clearly received email documentation with my charge being reversed
  
  Sincerely,
  
  *****************************

  

  Business Response

  Date: 03/18/2024

  Hi *****,

  We want to bring to your attention that we have checked our records, and our Support Team tried their best to secure the request for a complimentary cancellation. Unfortunately, despite our efforts, our request was denied, therefore, we are unable to process a refund for this booking. It's crucial to note that our ability to override the decision is limited.

  Please know that the ***************** Fee as seen on the picture was disclaimed before you submitted the request to cancel the reservation. If we are successful in securing a refund, a USD 30 amendment fee will apply. If we cannot secure your refund, you will not be charged this fee.
  
  Since the complimentary refund was not secured, no charges for the fees were made on your card and the total price shows $0 charges.
  
  As we informed you before, you initiated a dispute with your bank, and as a result, it's imperative that all further communication regarding this matter goes through your card processor.
  
  We apologize for the challenges you've encountered, and we've ensured that our dedicated Chargeback team is aware of your case since you're seeking a resolution. However, please be aware that the mediation process must be exclusively handled through the dispute you filed with your bank.
  
  We trust this explanation brings clarity to the matter.