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:08/12/2025

  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.

  Have been charged by this company without even signing up for a membership. **************** was very unhelpful and did not want to remove any payment cards from my profile.

  

  Business Response

  Date: 08/13/2025

  Dear *******,
  
  Thank you for reaching out to us and sharing your concerns. We appreciate the chance to assist you and provide clarity regarding the Super+ membership.
  
  The Super+ membership is an optional subscription designed to offer a variety of benefits, including discounted rates, cashback opportunities, and more, aimed at enhancing your travel experience. Upon reviewing your account, it seems that the Super+ membership was activated when you made the booking at *******************************, which ensured you received the best available rate and additional perks.
  
  I want to reassure you that we have gone ahead and cancelled your Super+ membership to prevent any future charges. After reviewing your account, we can confirm that there have been no charges related to the membership.
  
  If you have any further questions or need additional assistance, please don't hesitate to reach out. We're here to support you and ensure your experience with us is smooth and positive.
  
  Warm regards,
  Super.com Team

• Initial Complaint

  Date:08/12/2025

  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.

  Hello,My name is *** *******. I am writing on behalf of my friend, Zhongwang Dou, who purchased a hotel stay through Super.com. I am the one filing this complaint per my friends request as his English is not good enough to properly articulate the issue. My friend and his wife stayed at the Holiday Inn **************** ********** - ****** by *** from June 14, 2025 to June 15, 2025. My friends wife got terrible bed bug bites after staying in this hotel. They appeared within approximately 24 hours after staying at the hotel, which checks out. A doctor also confirmed that these were in fact bed bug bites. My friends wife has many photos of the bites as proof. The hotel manager was terribly rude and vulgar when explaining the incident even hanging the phone up on me, talking over me, and raising his voice. Something tells me that if I was a man he wouldnt have spoken to me that way. My friend would have never purchased a night at the hotel if he knew there was a bed bug infestation. This was not advertised in the hotel listing. My friend is requesting a full refund for his stay, which is $254.57.

  

  Business Response

  Date: 08/15/2025

  Dear ***,
  
  Thank you for reaching out on behalf of your friend, Zhongwang Dou, and sharing this experience with us. We genuinely appreciate the opportunity to assist and address the concerns you've raised.
  
  As a third-party booking platform, our primary role is to facilitate the reservation process, while the hotel is responsible for maintaining the quality and cleanliness of their property. We completely understand the importance of a comfortable and safe stay, and we want to assure you that we take these matters seriously.
  
  We have escalated Zhongwang Dou's case for a detailed review and are actively working on it. Our support team has reached out with a follow-up email to keep him updated on the progress.
  
  Please rest assured that we are committed to resolving this matter promptly and to the best of our ability. If you or Zhongwang need any further assistance or have additional questions, please feel free to reach out. We're here to support you.
  
  Warm regards,
  Super.com Team

• Initial Complaint

  Date:08/11/2025

  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.

  A third party website signed me up for a membership to super.com. I had no idea that I was paying the membership fee for a year and half until my bank called this month to question the charge due suspected fraud. The issue is that this company signs people up for service without obviously asking through several prompts if someone wants to be a member. This practice needs to be stopped, super.com took over $300 just from me because I had no idea that I was signing up for any services.

  

  Business Response

  Date: 08/12/2025

  Hi ****,

  Thank you for reaching out to us at Super.com. We truly appreciate your communication and the opportunity to provide you with clarity and care.

  We understand the situation regarding the Super+ membership, and we want to ensure everything is transparent for you moving forward. When booking through Super.com, the best available rates are exclusively offered to our Super+ members. During checkout, customers have the opportunity to enroll in Super+, and the membership is activated only once confirmation is given. Our goal is to provide our members with exceptional access to exclusive discounts and perks.

  After reviewing your case with our internal support team, I'm delighted to let you know that as a one-time exception, we have processed a refund for the remaining months of the membership, amounting to $135. This is in addition to a previous refund of $45.00.

  We're committed to your satisfaction and are here to support you whenever you need. If you have any questions or require further assistance, please feel free to reach out. We're always here to help!

  Warm regards,
  Super.com Team

• Initial Complaint

  Date:08/11/2025

  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 used Super.com to book a hotel room ONCE back in March while on vacation. I never signed up for monthly charges. Once I noticed they were charging my card again, I called to cancel. I was told it would be canceled. This was after I made a half dozen attempts to speak to someone. Their customer service number rarely picks up. I was told it would be turned off. Instead, every month I have to email and contact them and demand they stop charging me and cancel the account. They never listen. Every month I am still charged. It is impossible to shut off this recurring charge. They are a scam company. The account was set up on a phone I no longer have *************) and now I cannot access the customer service system at all. I want this charge stopped. I am so sick of having to do this every month. The account name is ****** ******* or ***** *******. If they charge me again, I will be filing criminal charges and filing a lawsuit. I want the money back since April too. 15 dollars a month adds up.

  

  Business Response

  Date: 08/12/2025

  Hi ******,

  Thank you for reaching out to Super.com and sharing your experience. We value your feedback and are here to assist you promptly.

  We have escalated your case to our internal team and reviewed our records to ensure a comprehensive understanding of the situation. I'm pleased to inform you that we did process refunds for your last two subscription fees on June 9th, 2025, and have not charged your card since that time.

  We are committed to ensuring your experience with us is seamless and positive. Your satisfaction is important, and we're here to address any further questions or assistance you may need.

  Thank you for your patience and understanding. Please feel free to reach out if theres anything more we can do for you.

  Warm regards,
  Super.com Team

• Initial Complaint

  Date:08/10/2025

  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 place through trivago that sent me to super.com. the management company never got the reservation and even though I sent them the response from them, they refuse to refund my money. And apparently I have a subscription with them now and got another $15 charge this month.

  

  Business Response

  Date: 08/11/2025

  Dear ******,
  
  Thank you for reaching out to us and expressing your concerns. We appreciate the opportunity to assist and provide clarity on these matters.
  
  The Super+ membership is an optional subscription designed to offer exclusive benefits such as discounted rates and cashback opportunities. Typically, it requires customer consent at the time of booking. We're pleased to inform you that your membership has been cancelled to prevent any future charges. Although membership fees are usually non-refundable, we've processed a one-time exception and refunded $30 to cover all charges. You should see these funds reflected in your account within the next 3 to 5 business days.
  
  Regarding your booking, it appears that a chargeback has been initiated with your bank. Once a chargeback is in progress, the matter is managed directly between the bank and our business. We are currently fulfilling the banks requests for documentation, and during this time, we cannot make changes or updates to your reservation.
  
  We recommend staying in touch with your bank for updates on the status of your chargeback, as they are overseeing the resolution process.
  
  If you have any further questions or need additional assistance, please feel free to reach out. We're here to support you and ensure your experience with us is positive.
  
  Warm regards,
  Super.com Team

• Initial Complaint

  Date:08/09/2025

  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 contacted customer service in regards to my booking. She told me as a one time exception she would cancel my reservation if I got a letter from the hotel stating they agreed to cancel without any fees. I did that, I emailed it. I then went on live chat to tell someone that I got the letter. The next chat representative said that they didnt know why the other agent said that. I told them I had proof of the conversation. The worker confirmed the agent said that to me and said they wouldnt honor it. I have attached screenshots of all conversations. Absolutely, unacceptable that they would waste my time getting this letter! I was specifically told no fees if I got the letter.

  

  Business Response

  Date: 08/11/2025

  Hi *****,

  Thank you for reaching out to Super.com and sharing your experience with us. We truly appreciate your patience and diligence in obtaining the necessary documentation.

  We want to let you know that we have escalated your case to our internal support team for a thorough review. Were pleased to inform you that, as per your request, weve processed a refund of USD $110.48 each to your original payment method for both of your bookings at Super 8 By ******* ********, with confirmation numbers B_20189473 & B_20189470. You can expect to see this reflected in your account within 2-5 business days.

  Your satisfaction is important to us, and we are here to provide the support you need. If there's anything more we can do, please feel free to reach out.

  Warm regards,
  Super.com Team

  Customer Answer

  Date: 08/11/2025

  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:08/09/2025

  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.

  Went online to Bath and Body Works to make a purchase. I did not have wifes log in information so I set up an account. At the end a message came up to receive an additional $20s off order for signing up and it provide an option to credit my order. I did so thinking I was working with B&BW. I got a notice from super+ for a subscription and a charge for $1.97 with a monthly charge of $15. Several attempts to contact super+ failed. My phone number does not pull up account with them so that I can cancel. This was extremely deceptive. Clients that they took advantage of are not able to get in touch with them to cancel causing extreme frustration. Very unethical and extremely deceptive.

  

  Business Response

  Date: 08/11/2025

  Dear *****,
  
  Thank you for reaching out and sharing your experience. We understand the importance of clarity, and we're here to provide detailed information about the Super+ membership and the $20 onboarding credit.
  
  The $20 onboarding credit is offered when you sign up for Super+ membership through an ad that appears on your order confirmation page or email after making a purchase from a site like Bath and Body Works via a third-party platform (e.g., ***** Lyft, Ticketmaster).
  
  Heres how it works: by clicking the ad offering the $20 cashback and signing up for a paid Super+ trial, you can unlock this benefit. You'll receive the $20 cashback after 30 days, as long as your Super+ membership remains active.
  
  Super+ membership is an optional subscription designed to enhance your experience, offering numerous benefits such as unlimited cashback on purchases, opportunities to earn through games and surveys, credit-building features, cash advances up to $200, premium flight alerts, and discounts on both theme park tickets and gas.
  
  I want to reassure you that your Super+ membership subscription has been canceled, so no further charges will occur. The initial $1.97 charge is non-refundable.
  
  Should you have more questions or require further assistance, please feel free to reach out. We're here to support you and ensure your experience with us is positive.
  
  Warm regards,
  Super.com Team

  Customer Answer

  Date: 08/11/2025

   
  Complaint: 23724453
  
  I am rejecting this response because: this response is unethical and unacceptable. You made your site appear to be that of Bath and Body Works. This is a deceptive practices and should not be allowed. The 1.97 is non refundable is unacceptable. How many others have you deceptively taken 1.97 from? That could result in a class action. Do the right thing and refund the whole amount. Period.  
  
  Sincerely,
  
  ***** ******

  

  Business Response

  Date: 08/13/2025

  Dear *****,
  
  Thank you for your continued communication and for giving us the opportunity to address your concerns. We value your feedback and are committed to ensuring transparency in our services.
  
  The Super+ membership is an optional subscription that offers various benefits, such as cashback on purchases, earning opportunities, and other exclusive perks, designed to enhance your shopping experience.
  
  While the membership fees are generally non-refundable, we have made a one-time exception in your case and have processed a refund for the $1.97 trial period charge. You can expect this amount to be reflected in your original payment method within the next 3 to 5 business days.
  
  If you have any further questions or require additional assistance, please feel free to reach out. Were here to help and ensure your experience with us is positive and satisfactory.
  
  Warm regards,
  Super.com Team

• Initial Complaint

  Date:08/09/2025

  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 was charges $15.00 on June 4, 2025 from super.com the. $30.00 on August 9th from super.com. I never use this card I just got it from Chime and never use it for anything how did super.com get my card number and information to charge my account???????

  

  Business Response

  Date: 08/11/2025

  Dear ****,
  
  Thank you for reaching out to us and bringing this matter to our attention. We genuinely appreciate the opportunity to assist you and provide clarity.
  
  It looks like you signed up for our Super+ membership during a booking through Super.com. This membership ensures you secure the best available rates and unlocks additional benefits, such as cashback on travel, cash advances, and other earning opportunities.
  
  I want to inform you that we have successfully cancelled your membership to prevent any future charges. While Super+ membership charges are typically non-refundable, we've made a one-time exception and processed a refund for all funds related to the membership.
  
  A total of $45 has been refunded to your original payment method and should reflect in your account within the next 3 to 5 business days.
  
  If you have any further questions or require additional assistance, please feel free to reach out. We're here to support you and ensure your experience with us remains positive.
  
  Warm regards,
  Super.com Team

• Initial Complaint

  Date:08/09/2025

  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.

  In July, we reserved a hotel room through super.com. Shortly after, we received a fraud alert from our credit card company saying super.com charged $15 for a super+ subscription. We did not sign up for super+ and did not authorize this transaction. The card was canceled and the charge denied. I just got another fraud notification from our credit card company saying that super.com just charged $30 to our card. We want this company to stop charging our credit card for subscriptions we did not sign up for. We want all information they have about us completely erased from their servers/files.

  

  Business Response

  Date: 08/09/2025

  Dear *****,
  
  Thank you for reaching out to us and sharing your concerns. We appreciate the opportunity to clarify and address the situation for you.
  
  The Super+ membership is an optional subscription designed to offer exclusive benefits, such as discounted rates and cashback opportunities. The sign-up process usually involves explicit authorization on the part of the customer, typically during the booking process.
  
  We understand the importance of resolving this issue, and we want to reassure you that we have cancelled the Super+ membership to prevent any future charges. Additionally, we have initiated a request to have all your information deleted from our records to ensure your peace of mind.
  
  Should you have any further questions or need additional assistance, please feel free to reach out. We're here to support you and ensure your experience with us is both smooth and reassuring moving forward.
  
  Warm regards,
  Super.com Team

  Customer Answer

  Date: 08/09/2025

  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:08/08/2025

  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 am writing to formally report an unacceptable experience booking through Super.com. I used Super.com to book ***************** ******* for July 31st. I arrived with a confirmed reservation, only to be told at check-in that the hotel was overbooked and I had been moved to a different property more than a mile away. I received no advance notice of this change no phone call, email, or text. I specifically chose The ************* because of its close proximity to *****************. The alternate property was a full 20-minute walk away, defeating the purpose of my booking and adding unnecessary inconvenience to my stay.The reassigned hotel was also rated lower than what I booked, and my replacement room had a view of air ducts instead of the city view I paid for. This was a clear downgrade in quality, amenities, and value and it was done without my consent. A confirmed reservation is a commitment. At a minimum, I expected timely notification, a comparable or upgraded room, and assistance with logistics. None of that was offered.On August 3, ****** refunded my booking amount directly to Super.com. I have not received that refund from Super.com. I attempted to contact your chat support but was unable to reach a live agent. I am requesting that Super.com immediately issue the refund ****** has already provided to you for this booking in the amount of $330.57 Confirmation number: B_19932030

  

  Business Response

  Date: 08/11/2025

  Dear ****,
  
  Thank you for reaching out and sharing your experience. We appreciate the opportunity to address your concerns and assist you in this matter.
  
  We understand the importance of having a smooth booking experience, and we recognize the situation you faced with your stay at *************************. It's important that your preferences and expectations are respected, especially regarding location and quality.
  
  Your case has been escalated for further review, and I'm glad to inform you that, after speaking with our travel partner, we have secured a refund. The full amount of $330.57 for your booking will be refunded to your original payment method and should reflect in your account within the next 3 to 5 business days.
  
  Thank you for bringing this matter to our attention. If there's anything more we can do to assist you or if you have any questions, please feel free to reach out. We're here to support you and ensure your experiences with us are as seamless as possible moving forward.
  
  Warm regards,
  Super.com Team