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:12/20/2023

  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.

  Booked a hotel on Super.com on 12/19/23. The site said a refund was available on or before 12/21/23. Decided to cancel the booking at that hotel and switch to another. After going to cancel the site said an instant refund is available in credits. Tried to book another hotel but no credits on the account. The site said at checkout credits are only available if I have a smartphone to download their app. I don't have a smartphone. Contacted them because I need my money immediately and can't afford to pay for two hotels. Called them and they said the only way to get an immediate refund is to download the app which I can't. I asked my daughter to download the app as she has a smartphone. The app doesn't work. It downloads but doesn't load when opened. It's frozen at the logo screen. Told ******* about the problem and they just apologized. Asked to speak with a supervisor about getting my money back immediately as their only option was a broken app and they gave me the run-around. This is affecting my ability to travel for the holidays. I will be taking legal action if necessary and I don't expect this to be resolved through BBB.org in a day but I want everyone to know they are a scam site.

  

  Business Response

  Date: 12/29/2023

  Hi Georgia, 

  We appreciate your feedback and sincerely apologize for the inconvenience you faced. Rest assured, we are not a scam site; we have been featured in reputable publications such as The New ************************************ Conde Nast, and more.

  
  We understand the frustration with the app-related challenges and the impact on your holiday travel plans. We're sorry that our Support agents weren't efficient in explaining how you could rebook using the credits already in your account.
  Upon review, we can see that you were able to successfully use your credits and rebook for reservation B_12443281 at the ***************** & Suites - *********** - ***************.
  We're here to assist you further if you have any additional concerns or if there's anything else we can do to enhance your experience.

• Initial Complaint

  Date:12/19/2023

  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 charged on my credit card today, 12/18/2023. I did not do any business with this hotel. I want it off my card. Sneaky thing going on. I will report to BBB if not off my card quickly!

  

  Business Response

  Date: 12/29/2023

  Hi *******,

  Thank you for reaching out and letting us know about a charge that you don't recognise. We'd be happy to take a look. Kindly share the Order ID or an email address associated with your Super account.

  Regards

• Initial Complaint

  Date:12/19/2023

  Type:Order 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.

  For the following: B_11011713 Refund Application Reference: 49F135F4 Refundable.me keeps telling me that my refund has been processed and approved. However, I have not seen any sign of a deposit and this is very frustrating. Please expedite my refund for $2,275 for this booking as I was told this was approved. My hotel stay was never cancelled as I was there. You can even call ******* and verify I stayed there Dec ****. I had to re-check in. Nothing was cancelled. Please approve my refund application and refund me directly via direct deposit. The details for my direct deposit are in the application.

  

  Business Response

  Date: 12/28/2023

  Hi *******,
   
  Thank you for reaching out to us about your reservation B_11011713.
  

  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: 12/28/2023

   
  Complaint: 21028720
  
  I am rejecting this response because:

  I never filed a chargeback they have it wrong  just please send me a check with the money  

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

  

  Business Response

  Date: 01/10/2024

  Hi *******,
   
  Thank you for reaching out again.
  
  We do see that you've initiated the chargeback process and we no longer can take any action on this matter.  
  
  As explained earlier, 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: 01/11/2024

   
  Complaint: 21028720
  
  I am rejecting this response because:

   

  I spoke to the financial institution and your chargebacks team and Refundable.me they are all saying no funds or anything came to me. I even proved that to one of your managers. Please send me a check for the amount of the refund. 
  
  Sincerely,
  
  *******************************

• Initial Complaint

  Date:12/19/2023

  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.

  I booked thru them for Hyatt house hotel for the date 12/15/23 -12/18/23 thru super.com for ******* medical center, as I was visiting from *******. Arrived at the hotel only to be told they sent the reservation booking to the wrong hotel! Theres a Hyatt house and Hyatt place in the same vicinity! My reservation/confirmation showed Hyatt house but they booked Hyatt place erroneously!! It wasnt what I booked nor confirmation showed! Got the ** of hotel involved because I was there with about 8 other people for a birthday! He confirmed the error & was able to advise their affiliation Expedia booked Hyatt place and not Hyatt house on their behalf and provided them the secondary booking confirmation # they used! It was only then did they confirm their error! Claim it was being sent to an urgent team to be resolved! The ** advised Id have to book a separate room directly thru them- Hyatt house & just get super.com to cancel their reservation in which Id get a refund! I did just that which cost me $478 plus $150 incindental so an extra $650 !! I was told that super was reaching out calling Expedia to confirm and cancel & to send a copy of the hotel invoice I paid! I sent that immediately on Friday 12/15! I emailed a total of 7 times from 12/15 thru 12/19 total of 5 days! Initially was told it would be worked Friday! Then they were working Saturday on it urgently, emailed Sunday and Monday no response! The email Friday indicated resolution no later than 72 hours! Its been 5 days! This was their error! Which was confirmed! ***** confirmed super did not cancel & has me showing as a No Show! Its Christmas and I dont have that kind of money and I need my refund asap! Ive asked for corporate and managers 8 times! Ive called about 9 times in 5 ********* told tickets are opened and the urgent team is working on it!! Nothing has been done not happened! I want my refund NOW!!

  

  Business Response

  Date: 12/28/2023

  Hi *********,
  
  Thank you for taking the time to share your thoughts on your recent experience. 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.
  
  We are committed to helping you within the scope of our policies. In this case a full refund was processed back to your account and it usually takes 3 - 5 business days to reflect.
  
  We value your choice to use Super.com and are here to support you in any way we can.
  
  Regards
  
  

• Initial Complaint

  Date:12/18/2023

  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.

  My husband and I got scammed out of $275 the week before Christmas. I used a virtual card with Affirm to prepay the reservation through super.com. When the hotel tried to finalize the authorization, the virtual card didn't work because super.com had maxed out the authorization amount of $275. So I had to satisfy my bill with another form of payment, and the virtual card was not used. Hotel manager spoke with someone in customer service, letting me know that they had gotten their money from me but that it is super.com's responsibility to refund the $275, since that money was never used. I told them expect to have my money back before the end of the week. The hotel charged me for my stay on another card. When requesting my refund from super.com, I had attached a picture of the printed receipt, as I did not get an invoice. We arrived at 4:00 a.m. on Sunday morning, so the hotel charged us for one night. Since I already paid them with a different card in person, the virtual card I used to book the reservation in advance was never used. The hotel did not receive that money, so super.com is the only one who got paid. I also was unable to get a refund via Affirm, as they said that the merchant, super.com, had to initiate the refund. Now I am on the hook for the $275 I never used.

  

  Business Response

  Date: 12/28/2023

  Hi ******,
  
  
  Thank you for reaching out to us about your reservation B_12379140 at the ******************************************.
  
  
  We are sincerely sorry to hear about your experience and that you didn't feel supported in your most recent experience with our Support team, as we strive to ensure every customer is satisfied with our business, and we apologize for any way in which we may have inconvenienced you.    
  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:12/18/2023

  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.

  Booked a ********* Super.com on 11/10/2023 I called the hotel a few days prior to arrival, hotel did not have my reservation. I next called Super.com to inform them, they told me sometimes the reservations does not show up until closer to booking. I kept checking with the hotel, they never had my reservation all the way to the time I checked in with a new booking. The whole time I was calling Super.com every day telling them what has happened, they kept telling me someone would get back to me and that my resevration would be in the hotel system when I checked in. It never was. I been trying to get a refund from Super.com since I had to book the hotel room through the hotel chain directly. Super.com has not been responsove for 2 weeks. On 12/18 I got a call saying they are working on my case but still can not just refund me.

  

  Business Response

  Date: 12/28/2023

  Hi ****,
  
  We appreciate you letting us know about your experience. We strive to ensure every customer is satisfied with our business, and we apologize for any way in which we *** have inconvenienced you.
  
  
  We're genuinely sorry for the trouble you faced with your reservation B_11987731 at the ***************************.
  
  
  Please understand that, as a third-party booking site, certain incidents beyond our control *** occur in the travel industry. However, we've implemented procedures to minimize such negative impacts.
  
  
  It is noted that our Support team was able to resolve this issue as a refund had already been issued on 12-19-2023.
  
  
  We reiterate our apologies for any inconvenience and look forward to having the chance to serve you in the future.
  
  
  

• Initial Complaint

  Date:12/18/2023

  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.

  Initially reservations were made for a trip to my nieces wedding. Booked in June, 2023. In December 2023 I received an email from Supertravel, telling me that booking was cancelled "TECHNICAL ERROR ON RATE". I don't even know what it means. No offer for additional money, or change a room or anything was offered to me. I had to rebook, and it cost me $450.00 out of pocket more to pay for this trip. My relative had the same thing done to her, and she had additional $517.00 out of pocket to pay. They refunded the initial amounts we paid, I paid $2100 and ********************* ***** paid $2467.88 but didn't offer anything in exchange.

  

  Business Response

  Date: 12/27/2023

  Hi ******,

  We have already responded to ******'s complaint on the same issue. We have explained the rate issue and also mentioned next steps. Kindly get in touch with ****** in case you have further doubts.

  Regards

• Initial Complaint

  Date:12/18/2023

  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.

  This company is constantly charging my account 3 times a week $*****. At first about 3.5 months ago it was $14.99 every 2 weeks. Then in the last month-in-a-half, they started hitting my account with $***** once a week and now the last two weeks its been ***** every two or three days constantly charging me for something I have never signed up for, I have no idea who the are. I Never been to a Super dot com website sounds like an adult element aka por-no type site or something inappropriate. I have called them repeatedly and they claim they have no account for me, no record of my card and they can only refund me if If I provide my account number with them. I DONT HAVE AN ACCOUNT BECAUSE I NEVER ENROLLED IN YOUR SERVICES. This is illegal and its Grand larceny once you total up the amounts. They wont help me if I dont provide my account information with them. They say over and over, when you find your account number we will be able to assist you. What imaginary account do I magically produce out of thin air??? There isnt a darn thing they can do if your give them your card number as they know nothing. Or they say I have wrong account or business. The contact is from my bank and transactions they submit repesco its the right place. Stop chatty my card, give me my money back or I. Am going to hit you with a lawsuit of epic proportions and I have a dear old friend who happens to be the guy to file enormous CLASS ACTIONS as well on the behalf of the state and government. If you want your company and web of scam places terminated I will be the one to do it. You already had to change names couple times. Ill file actions immediately. Which I promise for a system of neglect and fraud. Rest assured the executives and powers to be will enjoy federal prison time and be someone bio-tch in the penitentiary where you will be violated on a daily basis just as you have done to my bank account with your inept systems and fraudulent activities. Fix now!

  

  Business Response

  Date: 12/27/2023

  Hi ****,

  Thank you for contacting us and marking the charges shown on your card. It might be that you signed up for our optional Super+ membership program in error during your reservation process.
  
  This premium membership offers really good savings. However, we understand if you had no intention of signing up. To cancel, you can simply follow the steps outlined in this help article: ***********************************************************************************************************************
  
  Our goal is complete customer satisfaction. If you have any further questions, please let us know! Our goal is to solve this problem to your complete satisfaction.
  
  Greetings

  Customer Answer

  Date: 01/01/2024

   
  Complaint: 21026104
  
  I am rejecting this response because:

  I absolutely reject and am offended by this most ignorant statement of a reply.  Im quite confident I would know what I opened up my wallet for and what I signed up for.  To assert that I somehow accidentally didnt know what I signed up for or may have done on accident is of the utmost rudeness I can think of.  In no way would I open up my wallet and insert my private card and banking information without fully knowing what I was doing.  To even have the tenacity of making that misapprehension is a true testament to the the **** AND FRAUDULENT nature you criminals operate in.  The was without a doubt the most guilty of fraud and being a scammer as a deflection to your guilty conscious even bleed through in your response.  To indicate and tell people they may have accidentally opened up their wallet and input their protected banking information without knowledge of what they are doing as if theyre are some brain dead zombie with a bank account is absurd.  I will be filming a Mass Class Action in addition to several Civil and Criminal charges against your frivolous and deceitful disgusting obtuse primitive recursive brain dead deviant scandalous company.  Your response to imply Im clueless unknowingly of my actions am possibly unaware of what I entered my banking information for or purpose is classically exposure of your guilt as the hideous attempt to deflect the truth was painfully evident that you are fraudulent, deceitful and scam ridden criminals. 
  
  Sincerely,
  
  ***********************

  

  Business Response

  Date: 01/10/2024

  Hi ****,

  We are here to support you and understand what those charges are about.

  Since you mentioned you did not sign up for any membership, could you kindly share a screenshot of all the individual charges you incurred along with the dates from Super.com. We take these matters seriously and assure you that integrity and transparency are at the core of our services. For immediate assistance kindly share the documentation to ******************** One of our representatives will investigate what happened and update you.

  Regards

• Initial Complaint

  Date:12/18/2023

  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.

  I made reservations in June, 2023. In December I received a call from another person who made reservation with them, that she received an email from Supertravel, cancelling the reservations because of "TECHNICAL ERROR ON RATE". What does this even mean? Initially I paid $2467.88 for **********************************-All inclusive. After, I learned that my reservation was cancelled, I had to look for another agency to book my hotel with. We are attending a wedding in March. I found and booked with another agency, and it costs me additional $517.00 out of pocket. I want Supertravel to pay me the difference that I am out of pocket for this. Supertravel, didn't call me, they didn't even offer anything to exchange this with (no higher price, different location, nothing). I didn't even receive an initial email. The other relative that booked with them was, ********************, she paid $2100.00, and who's reservation they cancelled also. She re-booked it with a difference of $450.00 out of pocket. ******************* states in their policy that they guarantee their service.

  

  Business Response

  Date: 12/27/2023

  Hi ******,

  Thank you for reaching out.
  

  There was an error with the tariff for the rooms that were booked. Due to that error the hotel was not able to process the reservation and was unable to honor the booking. This error included reservations from Expedia, Priceline, booking.com, etc.
  
  We understand that this is not an ideal scenario and sincerely apologize for the inconvenience. We have already cancelled your reservation with a full refund.

  Regads

  Customer Answer

  Date: 12/30/2023

   
  Complaint: 21022359
  
  I am rejecting this response because:
  Someone should be responsible to reimburse me for the difference that I had to overpay, because of their error.
  Sincerely,
  
  ********************* *****

  

  Business Response

  Date: 01/12/2024

  Hi ******,

  Thank you for reaching out.
  
  Please note that the right is reserved to cancel, to terminate, or not to process reservations where the price or other material information on the listing is inaccurate. 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.

  We strive to ensure every customer is satisfied with our business, and we apologize for any way in which we may have inconvenienced you.

  Regards 

  Customer Answer

  Date: 01/13/2024

   
  Complaint: 21022359
  
  I am rejecting this response because: Please, send me legal documents showing that they have a right to cancel the reservations with out any legal grounds. It cost additional fund to me and my relative to look, rebook and find other accomodations. Why was the initial price quoted, the money(payment) accepted and then canceled a few months before the trip? What does it mean "a technical error"?

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

• Initial Complaint

  Date:12/18/2023

  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.

  Last night we (myself and my wife) flew with ********* airline. One of our luggage didn't show up. Asking for more information and we were ignored, saying that we just have to do the online complain. We were seeking information where our luggage got stuck? got stuck on the first destination, on the transit or someone took it by mistake. because I saw the same luggage on the belt but had another name on it. they refused to do any investigation. I left the airport without knowing where my luggage was. All night was a nightmare...I had all my clothes in there, and my vitamins/medicine. What should we do in this case?. Their customer service can't treat people like this. I need my luggage back or at least they need to tell me, where it got stuck.... they didn't have an office to go and ask, just one person that was part of Lufthansa and saying all the time I don't work for Edelweiss. I will start buying necessary things and saving my receipts if nobody contacts us. We just need information and we need out things back ASAP....cannot be treated like this.Flight carrier WK, Flight number 4, Flight date 12/17/23 Passanger Name ************************* Reference claim number 2312-WK-02201

  

  Business Response

  Date: 12/27/2023

  Hi ******,

  Thank you for reaching out.

  Kindly get in touch with Edelweiss airline as this complaint seems to be directed to them. We do not provide flight services.

  Regards

  Customer Answer

  Date: 12/27/2023

   
  Complaint: 21022436
  
  I am rejecting this response because:

  Edelweiss has been contacted by us more than ******* with phone calls, emails they never responded to our emails. I need the refund for all the things we bought during our missing luggage. This airline never worried and contacted us for the lost luggage. 
  
  Sincerely,
  
  *************************

  

  Business Response

  Date: 01/12/2024

  Hi ******,
  You have reached out to the wrong company.
  Kindly get in touch with Edelweiss airline as this complaint seems to be directed to them. We do not provide flight services.
  Regards

  Customer Answer

  Date: 01/12/2024

   
  Complaint: 21022436
  
  I am rejecting this response because:

  edelweiss is part of lufthansa group
  
  Sincerely,
  
  *************************