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:11/14/2023

  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 had reserved a room at Days Inn **********, ** B_11585786, the rooms on the Super.com website make the facility look fantastic. We checked in, dried blood on the wall, room was hot with no AC, AND, they had bed bugs...we did not stay either night and I requested a refund, but neither business will proceed with that. One business says to contact the other.

  

  Business Response

  Date: 11/24/2023

  Hi ******,
   
  Thank you for reaching out to us about your reservation B_11585786.

  We're sorry to hear that the accommodation did not meet your expectations. Because we're a 3rd party booking service, the standards of the hotel and the availability of their amenities are out of our control. In cases like this, we have found that it is most effective to take concerns directly to the hotel management. If something goes amiss during your stay, please let the hotel know directly. Its their role to make you as comfortable as possible!
  
  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,

• Initial Complaint

  Date:11/14/2023

  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.

  Snaptravel / SuperTravel / SnapCommerce / Super.com I tried to cancel a booking the very day I accidently booked it.The next day I tried emailing, texting, and also calling and no one would respond.I have tried to make contact on different days and times, and the above company/ies never responded to any of my messages until I finally had to contact PayPal and report the problem there. ONLY then did ************************************* respond and said I would have to contact the Hotel. Super.com has stated they will NOT refund the money.I did make contact with the Hotel Chain that oversees **************** (where I accidently booked a reservation and then cancel the next day) / ********************** / and the *********** ************************** that purchased these smaller hotels. They are jointly sending me a certified letter stating they have on recorded that I made and then canceled my reservations and they never received ANY money from the transaction nor any money from Snaptravel / SuperTravel / SnapCommerce / Super.com. Their records show that I never stayed at their ********** did they ever received any money, but the transaction was canceled.I am sending a certified letter to Super.com headquarters' stating I will be filing suit if refund and damages are not made within the next 20 days. But because of their misrepresentations, I am reporting this transaction to BBB.

  

  Business Response

  Date: 11/24/2023

  Hi *****,
   
  Thank you for reaching out to us about your reservation B_9995806.
  
  We are truly sorry to hear about your experience. 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,

• Initial Complaint

  Date:11/14/2023

  Type:Sales and Advertising 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.

  On 10/22/2023 I used super.com to book a hotel in ********** and Super.com took my payment but never added funds to the the virtual card for the booking of my room , after days of speaking to poor customer service which had bad communication skill I'm still waiting for a proper response from this online scam company for a refund. Please advice

  

  Business Response

  Date: 11/24/2023

  Hi *******,
   
  Thank you for reaching out to us about your reservation B_11701026.
  
  We are truly sorry to hear about your experience. 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: 11/24/2023

  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:11/14/2023

  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.

  On Thursday November 9th 2023 Super.com had took 15 dollars out of my debit card I called them when I saw the transaction to get my money back they didn't issue me a refund I called back on November 13th 2023 to see what is going on and why I didn't get my money back yet and they said they didn't issue it or knew about it so they reissued it and they said I won't get my money back until 5 days later this shouldn't of happened.

  

  Business Response

  Date: 11/24/2023

  Hi ********,

  Thank you for reaching out and flagging the $15 charge that your incurred. We apologise if there has been any misunderstanding. Please note the charge is because you chose to opt for our Super+ Membership. 

  If you require assistance with a Super Pay product please don't hesitate to contact our Support team by calling at **************, Monday-Friday from 8 AM to 7 PM EST. You can send an email at: ********************!

  Regards

  Customer Answer

  Date: 11/24/2023

   
  Complaint: 20867948
  
  I am rejecting this response because:
  I didn't opt to sign up for your membership i only wanted my money back because I didn't agree to anything and sign up for your services and I think it's garbage you don't want to send me my money back when I have been trying and calling you to get my money back but you are stuck saying id get my money back in 3 to 5 business days for almost a month now which is garbage please fix your system also it takes me 1hr to get a hold of someone when I call you which is also garbage 
  Sincerely,
  
  ***********************************

  

  Business Response

  Date: 12/06/2023

  Hi ********,

  The membership does come with various benefits, 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:
  ***********************************************************************************************************************
  
  Alternatively, you can contact our dedicated team. at ***************, available Monday through Friday, from 8 AM to 7 PM, EST, or by sending an email at email ********************. 
  
  We're here to assist you in the best way possible.

  Customer Answer

  Date: 12/11/2023

  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:11/14/2023

  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 purchased a hotel reservation for 3 nights online with Super.com, total $681.66 Hotel couldn't find my reservation due to computer glitch making and canceling several attempts at making reservation.Hotel couldn't find my reservation upon check-in due to no name being on the final reservation.I had to pay out of pocket for a new reservation with the hotel on-site.I have submitted documents for review with super.com over 2 weeks ago and have called them several times requesting an update. ************************ tell me that someone will call me back within the hour, but nobody ever does.Their website says that disputes will be handled within 72 hours.I have lost faith that they are a reputable company and I believe that they are ignoring me hoping that I will give up.Please help.

  

  Business Response

  Date: 11/24/2023

  Hi *******,
  
  Thank you for reaching out to us about your reservation.
  
  We are truly sorry to hear about your experience. 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: 11/25/2023

   
  Complaint: 20867478
  
  I am rejecting this response because: I gave you weeks to respond to me, making several phone calls only to be ignored. It has only been since I got the BBB and my bank involved that you have made an effort to respond to me.

  I will be satisfied after you confirm with me that my financial institution will indeed receive a full refund for your mistake of not attaching a name to my reservation. I want that in writing from you.
  
  Sincerely,
  
  *******************************

  

  Business Response

  Date: 12/06/2023

  Hi *******,
  
  Thank you for reaching out again. 
  
  As explained earlier, since 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: 12/13/2023

   
  Complaint: 20867478
  
  I am rejecting this response because:

  I would like this case left open until my bank dispute closes first. You had several opportunities to communicate with me and blew me off at every chance. You still have the opportunity to call me and you don't. 

  You will never earn my business again and I will continue to slam you on social media and by word of mouth to everyone I know and ever will know.

  You continue to hide behind a nameless email because you are a fraudulent company. 
  
  Sincerely,
  
  *******************************

• Initial Complaint

  Date:11/13/2023

  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 11/3/34, I made a reservation via super.com for Motel 6 in ***********, **. I also prepaid through the website. It took seconds for super.com to extract $100 out of my account, I went into the lobby of the hotel & before anything else could happen I was told that The property management is canceling my reservation & that I will receive a refund from the website I used or their parent company (Expedia). I called Expedia that night & was told that Monday I will receive my refund from super.com. I waited until Wednesday to call super.com, I told them I did not cancel the reservation myself, I would have stayed as I am homeless and I did not want to be out in the cold and in the rain that night. I was not even on the property for more than 5 minutes. I did not see the inside of a room that ********* was forced to sleep in my car that night. I did not have enough gas to run my car to keep warm. I was very cold I had no blankets and I also had my dog with me and we froze all night. So when The representatives from super.com continue to tell me that I canceled. I keep telling them that I did not cancel the property canceled. They told me that they needed proof from the property so Motel 6 & I sent proof via email and their website, in which they told me that that still isn't good enough. Now they need a handwritten letter? From who? Send to who? These are answers I never received & Motel 6 management told me that that is not something that they do, that is not something that any property does. It's been 10 days & still no refund. I did not receive any service, I did not receive any goods, I did not purchase anything, nothing was given to me in exchange for money. I'm not the only one as super com is doing this to Americans everywhere. Please help.

  

  Business Response

  Date: 11/24/2023

  Hi ********,
  
  Thank you for reaching out to us about your reservation B_11887181.
  
  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 now been resolved by providing a full refund on cancellation.

  Regards

  
  

• Initial Complaint

  Date:11/12/2023

  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 made 2 reservations for a hotel with a water park while we were visiting family in MN. The day before checkin, I found out by contacting the hotel that the water park was not open during the week (which was when our stay was). The hotel was very apologetic and agreed to refund our stay. We tried reaching out to super MULTIPLE times to get a refund processed. Even after providing all the info they needed (including the third party agreeing to refund) super find a new reason to NOT process our refund. Also, super makes it SO difficult to contact anyone in customer service.

  

  Business Response

  Date: 11/22/2023

  Hi *****,

  Thank you for reaching out. 

  We are truly sorry to hear about your experience. To address your specific situation, we kindly ask for the reservation ID and the email address you used for the booking. This information will help us investigate and resolve the issue more effectively.
  
  Order ID:
  Email used for the reservation:
  
  Hope to hear from you.
  
  Regards,

• Initial Complaint

  Date:11/12/2023

  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 using Super travel on 11/11/2023 for the **************************************. On getting to the hotel, the front desk staff said there was no reservation from me, even though Super Travel told me I the reservation I paid for went through. I called Super right away to rectify it, at the time I also didnt have a physical ID card with me and had someone bring it to me while I waited for super travel to call me back, after waiting for a few minutes and the hotel telling me theres nothing they can do about my reservation as it doesnt show on the system, I left. Super never called me back after I told them the issue. I later sent them a message online, the said I have to get a written confirmation from the hotel, the lady I spoke to on the phone never told me this. I called the hotel, they said theres no such thing and they have to call the hotel themselves. So clearly Super Travel is a scam. I paid $161.55 for the hotel reservation and my booking number is B_ ********. All I want is a cancellation and my refund. I didnt check into the hotel which was reserved for 11/11/2023-11/12/2023. This people are scammers and its very unfair what they do to people. If I didnt have a friend to stay with tonight, Id have been in trouble.

  

  Business Response

  Date: 11/21/2023

  Hi Eloho, 

  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: 11/21/2023

   
  Complaint: 20859002
  
  I am rejecting this response because:
  They lied that they called the hotel and spoke to the front desk staff, a woman named ***** who told them I checked in. The front desk staff isnt even a woman. I called the hotel, they said Super didnt call them to confirm anything and when I also told them super asked for a written confirmation, they said there is no such thing, the booking service has to call them directly to confirm. Super travel is a scam. I have informed my bank and would report them to every service that protects consumers. 
  Sincerely,
  
  *************************

  

  Business Response

  Date: 11/29/2023

  Hi *****,

  Thank you for bringing this matter to our attention. We've reached out to our partner regarding your reservation.

  According to the information provided by the hotel they confirmed that you had already checked in for the booking, and they are not willing to process a refund.

  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.Policies are not set by us but rather set by the accommodation and only with their permission, we can override those policies.

  Regrettably, as we had mentioned before we do not have the power to override their decision.
  
  This being said, we could only re-open this case if you are able to provide us written confirmation from their management that a refund has been agreed upon.

  Customer Answer

  Date: 11/29/2023

   
  Complaint: 20859002
  
  I am rejecting this response because: they lied. Im tired of this back and forth. Its no use. This super travel is a scam. I never checked in to the hotel, besides the fact that the hotel couldnt find my reservation I didnt have my ID with me, even if they did have my reservation at the hotel, I cant check in without my ID. I was going to call a friend to bring my ID but after the hotel said they couldnt find my reservation, I found no use of having someone bring my ID and left the hotel. Super travel is a scam. To even lie and say they called the hotel to confirm my reservation is outright Pathetic. 
  
  Sincerely,
  
  *************************

• 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.