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:01/02/2024

  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.

  Went on website to make hotel booking for 2 nights, found a good deal and made the reservation. Upon arrival at the hotel I was informed there was a $50 per night refundable deposit, ok no problem so Im expecting to pay a $100 on top of the $154.14 that I already paid to super.com for the hotel stay. The person at the front desk asks for my id and credit card and proceeds to process payment. I transferred $100 to my card and he runs it and says its declined. I then ask him ok what was the amount you tried to charge he says $300.22! I said ok why when the deposit is $100? He then stated there was hotel fees of $34 and gave no other explanation of the remaining amount attempted to charge. I asked if the $154 I already paid to super is what youre trying to collect from me and he says no its for the hotel stay and that he is unsure what super.com is or what they had charged me for?! I said well you had my name in there with the booking info somehow correct? And said yep but we are unaffiliated with them. At that point I left and contacted super support and was told no refund as its in the terms and conditions. Well nowhere in my booking emails did it say i would have to pay them and the hotel for the stay separately other then there could be a deposit required at check in. The company seems like they are shady, misleading, and fraudulent in their tactics . I will obtain an attorney if I do not receive a refund.

  

  Business Response

  Date: 01/12/2024

  Hello *****,

  Thank you reaching out and sharing your feedback.
  
  Please understand that as a third-party online booking platform, certain incidents outside of our control *** occur in the travel industry. However, we have procedures in place to minimize these negative impacts.
  

  We are investigating the details of your reservation B_12586069 at this time, especially regarding your concerns about the property approving a refund due to issue at check-in. Our team is committed to resolving this efficiently. We'll keep you posted on progress!
  
  Regards

  Customer Answer

  Date: 01/17/2024

   
  Complaint: 21085571
  
  I am rejecting this response because: after originally submitting this complaint, super.com customer service said they would issue a refund if I contact the hotel and get a statement saying that they authorize a refund. Well I did that, sent the email to super customer service, they say no that doesnt work, has to be in this certain form or layout with certain info  all of which my original contained just not in the layout , ok Ill play this game let me do it again contacted the hotel ANOTHER TIME got the email in just the way they wanted it ,and then I get a email back from super saying its denied!! It makes no sense why I would be told if I furnish them a document I would get a refund then just blatantly deny it like why would I go to the trouble to get it in the first place!!   This is so unprofessional and ridiculous!!!!!
  
  Sincerely,
  
  *************************

  

  Business Response

  Date: 01/24/2024

  Hi *****,
   
  Thank you for reaching out again.
  
  In this instance, we see that you've initiated the chargeback process, which means that you've disputed this claim with your bank or payment provider, and we no longer can take any action on this matter.  
  
  We have a dedicated Chargeback team that will be gathering all supporting documentation and submitting it to the card processor for mediation. From now on,  any resolution or updates must continue through your financial institution. 
  
  We reiterate our apologies for any inconvenience and look forward to having the chance to serve you in the future.
  
  Regards,

  Customer Answer

  Date: 01/25/2024

   
  Complaint: 21085571
  
  I am rejecting this response because: My card issuer has informed me that my dispute with them was denied and Ive attached both correspondence from them. 
  
  Sincerely,
  
  *************************

• Initial Complaint

  Date:01/01/2024

  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.

  Bought a 2 night hotel stay 11/16-18 2023 through super.com at Days Inn in ********/** Upon arrival at the hotel none of the free amenities that were advertised were available. However most of all our room was very filthy, had blood stains on the carpet and was disgusting, buggers on the walls, stained bed sheets etc . We stayed one night and talked to the front desk manager the next morning to cancel the 2nd night due to our concerns. She did cancel the second night and gave us a credit - see copy of our folio To this day we are still waiting for the amount refunded to our credit card from super.com.The hotel is not a safe and reliable place and should not be allowed to accept bookings through super.com . Total scam and rip off

  

  Business Response

  Date: 01/10/2024

  Hi ******,
  
  Thank you for taking the time to share your thoughts on your recent experience with B_12037519.

  Providing excellent customer service is a top priority for our company. We understand the concerns of hotel quality with your most recent reservation. Please understand that, as a third-party booking site, hotel quality is something that is beyond our purview and it is best to take up these issues directly with the hotel as it is their responsibility to make sure your stay is comfortable. However, we've implemented procedures to minimize such negative impacts. In this case, as you say, since the hotel agreed to a partial refund, we are coordinating with them and our travel partners in order to provide you an exception.
  
  We are committed to helping you within the scope of our policies and we value your choice to use Super.com.
  
  Regards
  

  
  

  Customer Answer

  Date: 01/11/2024

  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. I very much appreciate the decision to credit the partial refund to our credit card. We wanted you to know that we also reached out to the hotel directly and they referred us back to the 3rd party booking company.

  Thank you again and best wishes
  
  Sincerely,
  
  *********************

• Initial Complaint

  Date:12/31/2023

  Type:Product Issues
  Status:

  ResolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I made two booking in super.com on the last two weeks but I never signed up for a subscription. I never received any email confirming the subscription or trial or anything of that sort.You have charged me for super+ membership which I never wanted or signed up for.

  

  Business Response

  Date: 01/10/2024

  Hello ********,

  Thank you for contacting us about your Super+ membership. It is possible that you have been charged for our Super+ membership, which you may have signed up for in error.
  
  Please note that we cannot automatically log you in unless you selected this option when booking your reservation. Membership offers various benefits including cash advance, credit building and up to 10% cashback on travel. However, if you have decided not to continue the membership, we will be happy to refund your money as our primary goal is customer satisfaction.
  
  The cancellation has been processed and will be reflected in your account. We look forward to serving you in the future.

  Regards

  Customer Answer

  Date: 01/10/2024

  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.

  I did not sign up for membership on Super.com's site. There was no email indicating my membership, and I only knew when I carefully ****** through the statement.
  
  Sincerely,
  
  *****************************

• Initial Complaint

  Date:12/31/2023

  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 called Super.com and told them I was aware of their cancellation policy and that I was aware I wanted to cancel AFTER I was eligble to do so but that I had extenuating circumstances (illness). Their agent told me that they would allow the cancellation and that my credit card would be refunded in 3-5 business days. When the credit didn't show up I chatted with an agent to make sure the refund would be issued. This person told me no refund would be issued since I did not cancel in the proper time frame. I told this person that I had been promised a refund despite their official policy guidelines and was told that they had no way to confirm this.

  

  Business Response

  Date: 01/10/2024

  Hi *****,

  Thank you for reaching out to us regarding your reservation B_12414277. We hope you are feeling better.

  We do inform our customers regarding a possible refund on cancellation for cases like yours. However, for non-refundable bookings the approval process goes through our travel partners and without their approval, we will never promise a refund. We completely understand your concern, and it's important to us that you feel supported. While the booking terms are set for specific reasons, we're committed to finding the best possible solution for you. 

  If you have engaged in any direct communication with the accommodation, whether through written correspondence or by phone, kindly ensure that you gather all relevant details, including the staff member's name and position who approved your request. Once you have received approval, please initiate a cancellation, by visiting: go.super.com/amend and following the prompts.

  Regards
  
  

   

  Customer Answer

  Date: 01/13/2024

   
  Complaint: 21076931
  
  I am rejecting this response because:
  This seems like a classic case of 'he said she said' and I'm not sure how it can be resolved so I would like to propose a compromise wherein I will settle for a 50% refund.
  
  I distinctly remember being told by their agent that I would receive a refund despite the fact that my request did not match up with their protocol. I contacted Super.com only after being told by the property manager that, while he sympathized with my plight, only Super.com could issue a refund. And when I did contact Super.com I was told a refund would be issued within 5 business days even though it was not in line with their protocol. It was only when I checked my account after 5 business days and I noticed that no refund had been issued I was told that no refund would be forthcoming.
  
  As stated above I believe a partial (50%) refund is a fair compromise and I appreciate the efforts of both Super.com and the BBB in this matter.
  
  Sincerely,
  
  ***********************

  

  Business Response

  Date: 01/24/2024

  Hi *****,
   
  Thank you for reaching out again. 
  
  Looks like you've initiated the chargeback process, which means that you've disputed this claim with your bank or payment provider, and we no longer can take any action on this matter.  
  
  We have a dedicated Chargeback team that will be gathering all supporting documentation and submitting it to the card processor for mediation. From now on,  any resolution or updates must continue through your financial institution. 
  
  We reiterate our apologies for any inconvenience and look forward to having the chance to serve you in the future.
  
  Regards,
  

  Customer Answer

  Date: 01/29/2024

  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:12/31/2023

  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.

  We booked a room through super.com. The date should have been Jan 1 not Jan 4 one night at the Sheraton in ****. As soon as we hit click realizeded date was wrong. Called IMMEDIATLEY super.com The room was non amenanable but we just needed to change date did the call within minutes. We asked for them, to allow exception first time using there app. Noone will help. We have no way to pay for another room.

  

  Business Response

  Date: 01/10/2024

  Hi *********,

  Thank you for reaching out to us regarding your reservation B_12543885. 

  We understand that it was not your intention to book it for Jan 4th and you wanted it to be Jan 1st. It's important to us that you feel supported. While the booking terms are set for specific reasons, we're committed to finding the best possible solution for you. 

  It's worth noting that once a reservation is made through us, we are unable to modify the dates, as these are set based on your initial search criteria. If your first-choice dates are unavailable, our system helpfully suggests the nearest available alternatives. To ensure a smooth travel experience, please take a moment to verify all your booking details, including dates, location, and price, before finalization. It's also beneficial to review our cancellation policy, so you're well-informed about your options if changes are needed.

  The reservation booked was non-refundable and our non-refundable bookings are designed to secure the best rates, which does mean certain limitations. Our team is working to resolve this efficiently. We'll keep you posted on the progress!

  Regards
  
  

• Initial Complaint

  Date:12/29/2023

  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.

  You charged my card 15 dollars i want a refund I didn't authorize that charge

  

  Business Response

  Date: 01/08/2024

  Hi *****,

  It's possible that you inadvertently signed up for the Super+ membership. 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:
  ****************************************************************************************************************
  
  We hope we have clarified your doubts and concerns.
  
  
  

• Initial Complaint

  Date:12/28/2023

  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.

  Date of Transaction 12/27/2023 Reservation B_12511644 **** $203.47 When the hotel reservation was made with super.com, i was told i needed to submit a cc authorization form to **************************************, ************************************************************** in which they would provide via email. The super.com representative tried to contact the hotel and received no answer. She told me to contact the hotel and they would email it to me, i could fill it out and return it to them. After several attempts to contact them I also received no answer and could not continue with the reservation without the form so arrangements were made elsewhere. Finally in getting ahold of Best Western, the reservation was immediately cancelled and their rooms were never used. In trying to discuss the situation with super.com, both with reps and their chat, (from ********************, who stated I understand that you no longer wish to proceed with your reservation since your travel plans have now changed) which i consider an insult as super.com automated response had nothing to do with why i was requesting the refund. I have received the same canned responses from their live reps who must be reading from a script. They have refused to cancel the charges and will not work with me on this. Incidentally I know their competition would immediately refund my money under these circumstances. I am not going to pay this as i was not given the form from the hotel which they needed from me to complete the transaction.

  

  Business Response

  Date: 01/08/2024

  Hi *****,
  
  Thank you for reaching out to us about your reservation B_12511644 at the ******************************************.
  
  We are sincerely sorry to hear that you had trouble with your reservation.
  In this instance, we see that you've initiated the chargeback process, which means that you've disputed this claim with your bank or payment provider, and we no longer can take any action on this matter.
  We have a dedicated Chargeback team that will be gathering all supporting documentation and submitting it to the card processor for mediation.
  From now on, any resolution or updates must continue through your financial institution.
  
  
  We apologize for the inconvenience.

  Customer Answer

  Date: 01/08/2024

   
  Complaint: 21067815
  
  I am rejecting this response because: why wasnt i told if i contacted my bank regarding this matter you would not help me. Please tell me the steps that would have been acceptable for you.
  
  Sincerely,
  
  *****************************

  

  Business Response

  Date: 01/16/2024

  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 hope this explanation clarifies the situation.

• Initial Complaint

  Date:12/27/2023

  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 received a notification on my Experian credit report about a Super.com account being opened without my authorization. I called Super.com today (Dec 27th) and spoke with a representative, but she couldn't find an account under my name or social. I felt like I was being given the runaround, so I reached out to the BBB and filed a complaint with the **** against Experian, Equifax, and TransUnion. It's crucial to put a stop to this company's scams. Thank you.

  

  Business Response

  Date: 01/08/2024

  Hi *****, 

  Thank you for bringing this to our attention.We can assure we are a legitimate company that has been featured in many reputable publications, including **************** Forbes, New *********** SmarterTravel, Conde Nast Traveler and dozens of other press outlets.

  Our Corporate team is reviewing your case and is committed to resolving it as swiftly as possible.

  We greatly appreciate your patience while our team works diligently to resolve this matter.

• Initial Complaint

  Date:12/27/2023

  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 randomly charged USD ***** by Super.com and I don't know why.I can't log in to the account as it won't send me the 4 digit PIN despite multiple attempts.This looks suspicious and I wonder if the company is fradulent.

  

  Business Response

  Date: 01/03/2024

  Hi ********,

  We apologize for any negative impression you may have formed about our service. We can assure we are a legitimate company that has been featured in many reputable publications, including **************** Forbes, New *********** SmarterTravel, Conde Nast Traveler and dozens of other press outlets.
  

  It's possible that you inadvertently signed up for the Super+ membership. 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:
  ****************************************************************************************************************
  
  
  We're here to assist you in the best way possible.

  Customer Answer

  Date: 01/03/2024

   
  Complaint: 21059670
  
  I am rejecting this response because: I have tried to follow the instructions in that article and on both the website and in the app. I cannot log in to both using the email address I used for the original hotel booking. It keeps asking for my phone number, and when I type it in I do not receive the code to login. Even when I have logged in online, there is no option to cancel or refund this on a desktop PC. I have emailed the travel helpdesk but have received no response. I cannot find the number for WhatsApp or ******** messenger. And I live outside the *** so it is extremely costly for me to ring your *** based number. I think this whole system is intentionally designed to mislead international non-*** based users and to make it hard to cancel. You admit to me inadvertently signing up meaning that your website was designed to lead people to inadvertently sign up and not be able to cancel. The amount of time I have spent on this is ridiculous. If I do not receive the refund in the next two weeks, I will cancel my credit card as my bank has told me this is the only option from their end, and file a credit card fraud report against your website for this.
  
  Sincerely,
  Ben

  

  Business Response

  Date: 01/12/2024

  Hello ********,
   
  Thank you for contacting us about your Super+ membership.
  
  It is possible that you have been charged for our Super+ membership, which you signed up for in error. Please note that we cannot automatically log you in unless you selected this option when booking your reservation.
  
  Membership offers various benefits including cash advance, credit building and up to 10% cashback on travel. However, if you have decided not to continue the membership, we will be happy to refund your money as our primary goal is customer satisfaction. The cancellation has been processed and will be reflected in your account.
  
  We look forward to serving you in the future.
  
  Greetings,

  Customer Answer

  Date: 01/16/2024

   
  Complaint: 21059670
  
  I am rejecting this response because: Thank you for processing the cancellation and refund. I have only received a refund of one payment of USD 15. I was charged twice (Dec 30 and Nov 30, 2023). I would like the remaining USD15.00 refunded, otherwise I will leave this complaint open.
  
  Sincerely,
  
  *************************

• Initial Complaint

  Date:12/26/2023

  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.

  These guys did not make it obvious that they were gonna charge $15 a month after the first 30 days it literally said join for free and then the small print not on the same page of accepting the terms but the following page after excepting it it notifies. That there will be a $15 charge after every month only after youve already submitted your formation and then they say that you can cancel within 30 days meaning it forces you to to pay $15 at least once under the false pretense advertisement that is free the first month if its free the first month how come they dont let you cancel until the second month where it automatically charges it!?!?! The website is very difficult to navigate. It was very hard to find theyve changed their name several times to avoid lawsuits it was an advertisement on uber.com at first and then they removed it from Uber so people stop canceling it And these guys have changed their number 23 times just said makes it hard to cancel and it doesnt let you cancel. If you call with a different number than what your account was made under even if your old number no longer exists its disrespectfully unethical and the *** is a convicted ********* hiding in ******.

  

  Business Response

  Date: 01/03/2024

  We apologize for any negative impression you may have formed about our service. We can assure we are a legitimate company that has been featured in many reputable publications, including **************** Forbes, New *********** SmarterTravel, Conde Nast Traveler and dozens of other press outlets.
  
  It's possible that you inadvertently signed up for the Super+ membership. 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:
  ****************************************************************************************************************
  
  If you require assistance with please don't hesitate to contact our Support team by calling at **************, Monday-Friday from 8 AM to 7 PM ET. You can send an email at: *********************