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:11/11/2023

  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 through super.com a hotel room at the Super 8 motel for four nights. Upon arriving, at about 11pm when I got up to use the restroom in my room, I saw several cockroaches. I waited until the next morning to complain to the front desk, as my 8 year old was fast asleep, and asked for a refund. The woman behind the counter explained that since I booked through a third party, that company needed to call over to the hotel and confirm the refund. When I called customer service at ********************** to ask them to do that, they told me they cant and needed written confirmation instead, to which the front desk refused. I then had the manger speak with customer service at ******************** and explain that every other booking agent ( Expedia, Priceline etc) calls over to the front and once the approval is given to the booking company by hotel Management to process the return, the hotel can then proceed to refund me my money. Super.com refused to give the information necessary to the manger to allow him to process my return and demanded a written authorization form to which the manager sent me an email to forward to super.com that they can go ahead and process the return. After submitting it through their portal on their website I was told I still could possibly lose out on my refund, even though the hotel manager agreed because of the ***** infestation. Super.com is claiming they need the approval of their travel partner ( Im assuming Super 8) which they have expressly received via email, website portal and by speaking with the manager of the hotel himself. All this can be verified by the manger of Super 8 in *********, **, his name being *********************; Ph: ************, Email: ************************ and my booking confirmation # is B_11979525. The manager of Super 8 was so annoyed that he himself said he is filing a complaint with his company to not allow this site to partner with them and book through them because of the horrible customer service and what seems to be very shady business dealings.

  

  Business Response

  Date: 11/21/2023

  Hi ********,

  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.

  Customer Answer

  Date: 11/22/2023

   
  Complaint: 20858794
  
  I am rejecting this response because:
  Theres is nothing to figure out, its very simple... the hotel had cockroaches, the manager of the hotel has agreed to give me back my money- so do it. End of story. 
  Sincerely,
  
  *************************

  

  Business Response

  Date: 11/29/2023

  Hi *******

  We truly understand your concern and frustration regarding the situation you've encountered. We recognize that you've initiated the chargeback process, indicating that you've taken the matter up with your bank or payment provider. Please be advised that, as a result, we are no longer able to take any direct action on this matter.

  
  To provide you with the most accurate and efficient resolution, our dedicated Chargeback team is actively gathering all the necessary supporting documentation and will be submitting it to the card processor for mediation. Henceforth, any updates or resolutions pertaining to this issue must be continued through your financial institution.
  We sincerely apologize for any inconvenience this may have caused and appreciate your understanding as we navigate through this process.

  Customer Answer

  Date: 11/29/2023

   
  Complaint: 20858794
  
  Understand that I will become the thorn in your side that becomes infected and festers until the skin rots off, you will not get away with stealing peoples money anymore. God does not deal kindly with people who run dishonest organizations and Ive got nothing but time and a line thats far past my limitations for bull shit
  
  Sincerely,
  
  *************************

• Initial Complaint

  Date:11/11/2023

  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.

  I booked a hotel with super.com for 1 night, the hotel was over booked super.com told me they will Make arrangements to find me another 3 hours went by and I didnt receive a call or anything I ended up booking another hotel through super.com. And was told I will be refunded my money I did everything asked of me and 3 weeks have gone by now and I still have not received a email response. Or my refunded I have contacted them multiple times and no response they are scammers refuses to refund my money. Confirmation #: B_11760237

  

  Business Response

  Date: 11/21/2023

  Hi ******,

  Thank you for reaching out to us about your reservation B_11760237  at the *******************************************.

  We're genuinely sorry for the trouble you faced  with your reservation as the hotel was overbooked Your feedback is vital, and we're committed to ensuring our customers' satisfaction.
  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.

  Our hotel rooms are sourced from different partners including Expedia, Booking, Priceline as well as wholesalers to get you the best rates, and what makes us special is our access to exclusive deals.
  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.
  
  
  Our Support team was pending your response as they had requested the invoice of your alternative stay, so you can be reimbursed for the rate difference in case you had to pay a higher rate for a comparable accommodation.
  
  
  We hope we have clarified your doubts and concerns.
  
  

• Initial Complaint

  Date:11/11/2023

  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.

  I booked a hotel stay on October 19, 2023 through super.com, I arrived at the hotel on October 19, 2023 and the room that was assigned was not clean, so the manager of the hotel issued a refund to me because the hotel was booked for the night. The hotel issued a refund to me but sent it to the payment that Super.com had used, which was not my debit card, I contacted Super.com about my refund and super.com says that my transaction was non refundable. They took my hotel refund and refuse to return the money that was refunded to me by the hotel. The hotel charged ***** and they refuse to even return that portion of my money. Stating that the booking was non refundable even though the hotel issued me a refund but they had to put it on the card that was used to book the room.

  

  Business Response

  Date: 11/21/2023

  Hi ******,

  
  Thank you for reaching out to us about your reservation B_11664994 at the Country Inn & Suites By ********, ******, **.
  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.

• Initial Complaint

  Date:11/10/2023

  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.

  During the week of 8/13/23 I had misplaced my debit card. I on 8/18 i noticed some unauthorized charges on my card on such unauthorized charge was on 8/17/23 for $78.94 to Super.com. I froze my debit card and went to the bank on 8/21 and got a new card. Fast forward to today, 11/10/23 i have not been made whole. I called Super.com at ************ and spoke to Jel. After providing a litany of information, holding, and being re-assured that if i didnt have an account with them I could not have been charged...she located a reservation associated with my card information. Here is the kicker...because my name, phone number and email address do not match that of what was placed in the reservation, i am unable to be provided this information. It was okay for them to take my money from my account but they stand beside the low life who took my information and used it without my authorization. They shield the thief and taunt the victim. The policies in place for privacy and security need to be revisited. I am still waiting for the identity of the person responsible for this. Shame on you Super.com for your part in enabling someone to steal. I want the money spent back to my account and I want the information as to who enjoyed the benefit of my dollars to go after legally. Thanks for NOTHING Super.com

  

  Business Response

  Date: 11/22/2023

  Hi *******,

  Thank you for reaching out and flagging the issue. We are truly sorry to hear about your situation here. 

  Please note, without proper authorization we are not in a position to share details of a reservation. If you think your card was misused or has been compromised, it is best to get in touch with the bank to dispute any unknown charge or report to the fraud department. Unfortunately, since we are not able to pull any details based on the information provided here, we are unable to assist you on this matter further.

  Please don't hesitate to reach out to us if you have any other questions about our service or offerings.

  Regards

  Customer Answer

  Date: 11/22/2023

   
  Complaint: 20854890
  
  I am rejecting this response because you have not provided anything other than to say you cant pull something. Because of lack of information. 
  

  if there is any integrity and ethics within your company and organization you would work on behalf of the victim and not the person who stole from me and perpetuate fraud on the tax payer, banking system, and you. However, you dont care because you have the money for the unauthorized use of my card.  Shame on you!  
  

  This is how your company is going to be recorded as treating this nations disabled veterans because if youve done it into one youve done it to all.
  

  i willl not cease from reporting this to the highest level of people in authority to  change this.  History will show how you have decided to represent yourself  

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

  

  Business Response

  Date: 12/06/2023

  Hi *******,
  
  Thank you for reaching out to us again.
  
  As we have already mentioned before, without the appropriate details regarding the suspicious charges we will not be able to investigate what those charges are and if those were charged by us. Could you kindly share any transaction reference number associated with the suspicious charges for us to check on our system.
  
  Regards

  Customer Answer

  Date: 12/13/2023

   
  Complaint: 20854890
  
  I am rejecting this response because there has been no attempt to resolve the issue. I have provided contact information but ***** has not attempted to contact me. I dont have a contact there to provide you with the information you say you need to research. How is this supposed to resolve itself if we cant provide what is needed. 
  

  im not sure how to answer that though as we are in the BBB processing system.  Please advise so that I may give you what is needed or even more information to provide to my bank who is now investigating this matter as they failed to do so initially. 
  
  Sincerely,
  
  *********************************

  

  Business Response

  Date: 12/27/2023

  Hi *******,
  
  We have already informed you that we are not in a position to either share sensitive information or investigate a fraudulent charge that you have on your account. 
  
  As we mentioned before, without the appropriate details regarding the suspicious charges we will not be able to investigate what those charges are and if those were charged by us. Could you kindly share any transaction reference number associated with the suspicious charges for us to check on our system.
  
  Regards

• Initial Complaint

  Date:11/10/2023

  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.

  I used this website to book a hotel for one night checking in on October 31, 2023 at ************ Best Value Inn in ********** ** checking out on November 1, 2023, I received a booking confirmation from Super.com when I arrived at the property I was told there was no reservation for me, I made sure that this was the correct location and it was, I had already paid for this room and I did not have the funds available to pay for it again with a deposit so I left, I reached out to super.com they said just send invoice I would have my money back in no time, it is now been *********************************************************************************************************************************** canceling my reservation and refunding money, they hotel never received a reservation for me to cancel or money to refund me so they are unable to provide the required statement super.com wants. I have made it as clear as possible to these people that there was no cancellation that the rock solid booking as they claim to have wasnt so solid and I didnt get to stay there, I even forwarded them an email from the hotel showing I didnt have a reservation.

  

  Business Response

  Date: 11/22/2023

  Hi Destiny,
  
  Thank you for reaching out to us about your reservation B_11842283.
  
  We are sincerely sorry to hear that you had trouble with your reservation. Some incidents might occur in the travel industry that we cannot control as a third-party booking site, but we have procedures in place to reduce that negative impact as much as possible.
  
  We strive to ensure every customer is satisfied with our business, and we apologize for any way in which we may have inconvenienced you.
  
  This matter has been escalated to our *********** team who will be reaching out to the accommodation and the travel partner to investigate what happened and will follow up with you as soon as possible.

• Initial Complaint

  Date:11/10/2023

  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 completed multiple offers on their Play for Cash module in their app claiming to pay me for testing out games and completed online offers through their app/portal. Upon completion, I was not credited the monies for the completed offers, even after paying using my own money to complete some of these offers. I have contacted them multiple times regarding these offers, as well as their partner ****** Rewards. The amount totals $364.10. The company has been unresponsive and refuses to provide the contact information for their legal department.

  

  Business Response

  Date: 11/19/2023

  Hi ****, 

  We are sincerely sorry to hear about your experience.
  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:11/10/2023

  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.

  On 9/11/2023, I made a $182.71 reservation through Super.com for a stay at the ********************** from Sat. Sept 16th to Sun. Sept 17th. Despite multiple attempts to confirm the reservation with the hotel and numerous communications with Super.com, the issue was not resolved.I made several attempts to resolve the missing reservation through Super.com, including contacting their customer support who provided a new confirmation number that was also not recognized. Despite these efforts, the hotel confirmed that no reservation had been made. In the interest of ensuring accommodation for my family and myself, I called the hotel five times to inquire about the reservation's status prior to making the long drive. On 9/12, 9/13, 9/14, & 9/15 I reached out directly to the hotel to see if there had been a reservation made and they said nothing under any of the numbers Super provided were in their system. I had also reached out to Super repeatedly without any success in resolving the non-existent reservation. We had to cancel the trip because we couldnt find alternative lodging on such short notice but we were still billed. During one of the several chats with Super.com customer service, I explicitly communicated my desire to cancel and obtain a refund due to the failure to provide the promised reservation, which is the sole service I paid for. This request was made as a result of their inability to fulfill their agreement.I was forced to cancel the reservation through Super.com due to their failure to secure and confirm my booking with the hotel, effectively breaching our agreement. The charge is unwarranted as I did not receive the service I paid for.

  

  Business Response

  Date: 11/19/2023

  Hi *******,

  
  Thank you for reaching out to us about your reservation B_11091986 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.

• Initial Complaint

  Date:11/10/2023

  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.

  I booked a reservation with Super, B_11604008 at The Restoration, with check-in on 03 Nov 2023. Due to a family emergency, I called to cancel my reservation a few days after the cancellation deadline but well before my check-in date, and was told they would ***** me a one time exception if I completed their refund request form and obtained a note from the hotel agreeing to cancel the reservation at no cost. The hotel was happy to oblige and I submitted it along with their form on 10/25. As of 11/10, they have not responded to my emails or processed my refund. When I call, their feedback is they are trying to negotiate the refund with their travel partner, Expedia, but when I call Expedia, they say they are happy to process the refund, but the request has to come from Super, who will not provide any information about when or if theyve contacted them. They claim to have expedited the request three separate times and always guarantee me I will hear back by the following day, but that never occurs. This site is a scam and I highly discourage customers from using it. They use other third party travel companies to make the bookings and do not have any affiliation or relationship with the hotels. They claim to not be able to call or email customers unless its from a manager, and will not call hotels directly or accept calls from them (this was baffling to the hotel when I explained it). I will be filing a small claims case against them if they do not follow through with my refund. Customers beware!

  

  Business Response

  Date: 11/19/2023

  Hi ****,
  
  Thank you for reaching out to us about your reservation  B_11604008  at the The Restoration.
  
  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.

  Customer Answer

  Date: 11/19/2023

   
  Complaint: 20852180
  
  I am rejecting this response because it has been 26 days since I submitted the requested documents to receive my refund. Your team has confirmed escalating the request 3 separate times and there has been no explanation as why the request hasnt been processed. Ive confirmed with the hotel and Expedia, your travel partner, they will accept the cancellation at no charge, so your delay is unwarranted. 
  
  Sincerely,
  
  ***********************

  

  Business Response

  Date: 11/29/2023

  Hi ****, 

  We acknowledge your concerns regarding the refund for your non-refundable booking. Please understand that the non-refundable nature of the booking was communicated during the reservation process and specified in your post-sale documents.
  We are currently intervening on your behalf to request an exception. However, it's crucial to note that this process involves confirmation and approval not only from the hotel but also from our travel partner, especially for significant amounts.
  We understand your frustration, and we appreciate your patience during this time. Resolving such matters can vary in time, and while we aim for a ****************, it may take a bit more time, specially in peak travel season.

  
  Rest assured, our team is actively addressing your situation to expedite the resolution. We value your understanding and cooperation throughout this process. Thank you for your continued patience.

  Customer Answer

  Date: 11/29/2023

   
  Complaint: 20852180
  
  I am rejecting this response because:

  in addition to getting cancellation approval from the hotel, as you requested, I contacted your travel partner, Expedia, who also agreed to cancel the reservation at no cost. 
  

  This all took place ~1 month ago, which Ive communicated to Super.com several times via email, phone, and this platform. 
  

  Your team communicated they would refund the reservation if I completed the requested actions.  I attached a response you posted to another customer on ******************** that shares the same message I was conveyed.  

  You have had more than sufficient time to resolve this matter and have chose to sit idly, perhaps until now, in hopes it would go away.  I will hold you accountable for the refund you said I would receive, whether its here or in court. 

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

• Initial Complaint

  Date:11/09/2023

  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.

  -Raised a service request for heating system issue ************** service provider assessed heating system on 11/3/23 and found crack in furnace and confirmed heating system needed to be turned off and replaced as it was unsafe -On 11/6/23, I called home warranty to escalate as we needed approval to replace heating system and reminded them it was an emergency as we have a newborn child at home ************** requested home inspection on 11/6/23 and I provided them home inspection immediately -Home Inspection had no documentation of cracked furnace. Home Inspection documented that furnace was operational and only dirty and required some maintenance ************** reached out on 11/7/23 and stated they could not cover the appliance. They incorrectly referenced a finding on the home inspection that was not even applicable for the heating system.************** called on 11/8/23and again stated the claim was denied but now tried stating because the orange flame in the home inspection report was "indicative of a cracked heat exchanger" as a preexisting condition in an attempt to avoid liability of coverage. This is not stated in the home inspection report and there is no proof of correlation. Home ******** stated they would call the service provider again and get "in writing" from the service provider that he believed with 100% certainty in his expert opinion that the orange flames in the furnace was a direct indication that there was a crack in the furnace at that time. She stated she would provide me this evidence and this would justify their position that the crack in the furnace was a preexisting condition when the home inspection occurred. Without this, there is no evidence that this was a pre-existing condition as a cracked furnace was not explicitly documented on the home inspection report. She emailed back simply copying and pasting the same response from the home inspection and did not provide the evidence from the service provider ************* is a scam

  

  Business Response

  Date: 11/19/2023

  This seems to be addressed to a different company.

• Initial Complaint

  Date:11/09/2023

  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.

  Super.com has now charged my account two months in a row for $19.99. The first time, I emailed their support, they confirmed that I do not have a subscription and should not have a charge (see attachment). However, I still had to go through my bank to dispute and get the charge reversed. I now have another $19.99 charge from this company and again have not used this service. I should not have to dispute this every single month when I've never purchased anything from their company and they have already admitted that I don't have a subscription.

  

  Business Response

  Date: 11/19/2023

  Hi ********, 

  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.

  Customer Answer

  Date: 11/20/2023

  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********. The response is okay. However, due to the repetitive charges and my bank actually contacting me about the charges due to suspicious activity, it has already been filed with my credit card as a fraudulent charge requiring me to get a new card and change information on all of my accounts. It's frustrating that it took all of this to get someone to look into this. Thank you BBB for your help!
  
  Sincerely,
  
  *********************************