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:10/02/2023

  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.

  Super. Com a travel website charged me a subscription fee for their Super Super membership. I never authorized this membership or signed up for it. I called the company many times to request a refund of ****** which they charged me for without my permission. After many hrs on the phone waiting for an agent to talk to they said they would refund me. They refunded my account but then recharged the same account again . I spent hrs again on the phone only to be told that they refunded me and would not comprehend the fact that they recharged me . I sent them pictures of the transactions along wit several e- mails. I also notified my credit card company. Super. com has many scathing negative reviews, one of which I wrote against them.I think that they are not a good company . Thank you , BarbaraWiden

  

  Business Response

  Date: 10/11/2023

  Hi *******,

  Thank you for reaching out to us regarding cancellation of your Super+ membership.

  Please note we cannot charge you for a membership unless you chose it yourself. It is noted that the membership was cancelled on September11th and a refund was processed on September 14th.

  For any additional support or inquiries, our dedicated ************* team is available to assist you. You can reach them at *************** from Monday to Friday, 8 AM to 7 PM, EST. Alternatively, you can also email us at email ********************* Your satisfaction remains our priority, and we're here to provide the assistance you need.

  Regards

• Initial Complaint

  Date:10/01/2023

  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.

  Something called "SUPER SUPER" took $14.99 on August 29 and another $14.99 from my debit card. Why is SUPER SUPER charging me $14.99, I did not make any purchases for $14.99 in August and I did not make any $14.99 purchase in September -what are these charges for? I have attempted to contact them - The number that is listed for SUPER SUPER is *************, **********. My name is *****************************, ************* and *************. ************************ and. ********************** I had requested that the charges be clarified on more than 3 occasions. "Super Super" refuses to indicate what the August $14.99 charge is for and what is the September $14.99 charge for from "SUPER SUPER". Customer: ***************************** *************. *************. ************************. *********************

  

  Business Response

  Date: 10/11/2023

  Hi ********,

  Thank you for reaching out to us and flagging those charges that you see

  We apologise that they were not clarified to you before this. Please note those charges are monthly for the Super+ membership. There are several benefits to the membership, not only Cash Advance. Credit building, up to 10% Cashback on travel are other huge benefits!

  For any additional support or inquiries, our dedicated ************* team is available to assist you. You can reach them at *************** from Monday to Friday, 8 AM to 7 PM, EST. Alternatively, you can also email us at email ********************* Your satisfaction remains our priority, and we're here to provide the assistance you need.

  Regards

• Initial Complaint

  Date:10/01/2023

  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 a room using Supertravel at the Hampton inn in ***** ** April 7-9 2023 and was charged ******. When I arrived at hotel I was told that the card number supertravel provided to me was not working and in order to book a room I would have to pay for room again. I was unable to find a contact number for supertravel and it was late at night so I paid again assuming supertravel would recognize mistake and refund me money. I corresponded with supertravel shortly afree and they were responsive at first. I submitted information requested including receipt for hotel and was told I should receive refund in a few days. I never received refund and reached out several more times through both email and phone (received phone number once opened claim). Eventually they stopped responding. Id like to get a refund as it was their error that prevented me from redeeming room booked through their website. Thank you for your help.

  

  Business Response

  Date: 10/11/2023

  Hi ****,

  Thank you for reaching out to us regarding your reservation B_9022365 from April 2023.

  We sincerely apologise that it has taken this long to resolve this issue for you. 

  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 updating you regarding the final resolution shortly.

  Regards

• Initial Complaint

  Date:10/01/2023

  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.

  Used super.com to book hotel room. Went to check in and hotel never recieved payment. Couldnt get the room. Was on hold super.com an hour. Spoke to people via chat and one time onnthe phone. The room was for sept 30 to oct 1 due to travelling. Never got any escalated response team on the phone. They scammed us out of ****** which is still pending thru our bank. No room. After researching this company they dont have an actual office its a virtual office and outsourced call center reps ****** ***********. No customer assistance. Even the hotel front desk said this website is a scam. Multiple people have reported super.com due to the same scam they are running. I want my refund plus the amount we had to spend at another hotel out of pocket that set us back financially. We used super.com to help us get a room and ended up financially losing 400 bucks. I have more screen shots of the chat convo if needed. They also took advantage of a person that doesnt read or understand english well.

  

  Business Response

  Date: 10/11/2023

  Hi Vishal,

  Thank you for reaching out to us regarding your reservation B_11390344.

  We are truly sorry for the confusion with the double payment at the hotel but it was due to the hotel's error that they informed you incorrectly that they were unable to charge our card that was on their system. 
  
  Just letting you know that we have contacted the hotel to verify and clarify this payment issue and we were assured by the hotel front desk that they did not charge you for the room and tax on this booking, however, there was a pre-authorization charge amounting to ****** USD which was already taken off when you check-out on October 01 as per hotel front desk and the amount will reflect on your card within 2-7 business days or within this week. 
  
  We sincerely apologize for the inconvenience this has caused you and we really appreciate your patience and understanding. Should you need further assistance, please feel free to reach out. 

  Regards
  
  

  Customer Answer

  Date: 10/12/2023

   
  Complaint: 20681820
  
  I am rejecting this response because: my **** account from **** of america was charged 171 dollars and aome change. The fact that i have not recieved my refund is very upsetting. Also the fact that this company has contacted the hotel regarding my womans card information if extremely upsetting. I made the booking and used my card and this company took my money from my **** of america account. I want my refund. Now. And they called my fiance yesterday. I was at work and didnt have a chance to speak to this company. 
  
  Sincerely,
  
  ***********

  

  Business Response

  Date: 10/19/2023

  Please note that we did not contact for access of any card information. Our team simply contacted the hotel to ensure they refunded any charge they made for a room that had been prepaid.

  We also want to let you know that, no credit card information is ever stored on our servers and our website complies with the Payment ****************** Security Standards (PCI Compliant). This is the most stringent level of certification available in the payments industry.
  
  
  For more information please visit:
  ***************************************
  
  
  

   

   

   

  Customer Answer

  Date: 10/23/2023

   
  Complaint: 20681820
  
  I am rejecting this response because: the company called the hotel and asked for my fiances name and to see if she paid using a credit card. The card used to make the hotel reservation was mine not hers. It is non of the business' what we did or did not do there. I never recieved my refund to my bank account. I called the hotel and the girl confirmed this business called and asked for my fiances name. I asked the hotel why they did that as the reservation was charged to my bank account. The hotel girl got nervous as i explained you informed a stranger of who was at a hotel. Thats a violation. This company is sneaky and a scam. I wanted my refund back to my bank acoount. If you do some research about this company you will see how they scam many people daily out of a few hundreds to thousands of dollars. Where is my refund? 
  
  Sincerely,
  
  ***********

• Initial Complaint

  Date:10/01/2023

  Type:Product Issues
  Status:

  ResolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  On July 20th 2023 I made a booking (B_10344552) with SuperTravel for the *************************** in *********** from July 27th to July 30th 2023. The booking was prepaid and not refundable, as I got a good offer. They charged my card $688.21 through Apple Pay the day I made my reservation. When I arrived the hotel they told me the room was supposedly prepaid and that I only had to pay for the resort and damage fees they require, so I did. More than a week after I left the hotel on August 10th, the ************** charged me $688.56. I called immediately and they told me they never received the money from SuperTravel for the room, and I needed to get my refund from them. I have spoke with Super customer service many times and until today (October 1st) I havent got my money back. On September 3rd, I spoke to a representative from Super and they told me my refund had already been done, so I waited a few days hoping to see it on my card but nothing happened. When I wrote through the help chat in the website (because no one answered my emails) first, they told me the refund had already been done and sent me the receipt, but in that same receipt it said that the status was processor_declined and only then the agent accepted there had been an issue refunding the money directly to my card and asked for my PayPal account, to transfer the funds manually. I gave my account to him and I waited, but never got the money. Now Im writing to the support team every two or three days waiting if anyone can help me but all they say is that the urgent care team is taking care of it and that I have to wait. I waited for almost 2 months and Im paying the bank fees for this double charge. Its not fair and Im not getting any help from the Super representatives, as they dont reply to my emails, dont take any of my calls because the queue is huge and when I write through the website, everyone tells me the same thing, that theyre working on it and I need to wait.

  

  Business Response

  Date: 10/11/2023

  Hi ******,

  Thank you for reaching out to us regarding your reservation B_10344552.

  We wanted to let you know that we issued the refund to your original payment method on September 3rd, nonetheless, the automatic refund had been declined by your card processor so we could only issue a manual refund.
  
  The payment was successfully issued via Paypal. Please see the receipt enclosed.
  

  We look forward to having the chance to serve you in the future.
  
  Regards, 
  Corporate

  Customer Answer

  Date: 10/11/2023

  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:09/30/2023

  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.

  We booked a reservation for a hotel for a family reunion. One week later, we learned we had mistakenly booked the wrong weekend. We also learned, when we tried to reschedule for the correct week, that not only was our reservation nonrefundable, but it was also NONAMENDABLE, which basically meant that we couldnt change our reservation to the following weekend, even though the hotel had the opening. **************** chat offered us nothing because of the type of booking. We tried calling their customer service phone number, but it was impossible to get through without an hours-long wait. So we opted for a phone call back from customer servicewhen the call finally came, we were at church, and could not answer. There was a voicemail message with a phone number to call back, but that number was constantly busy. We tried calling the regular customer service number, but the wait time was even longer, so we opted for a call back again. When the second call finally came, we tried to answer, only to have no one on the other line. We feel like we have been scammed. This is the worst company we have EVER dealt with. I hope sincerely that they go out of business, they deserve to!!!

  

  Business Response

  Date: 10/10/2023

  Hi *******,
  
  Thank you for reaching out to us.
  
  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:09/30/2023

  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.

  Hello,I am writing to continue to dispute the status of the SUPER.COM secure credit card account **************** on my Experian, Equifax, and Transunion. This account has been closed as of 8/18/2023. This was confirmed both by the email from super.com and also multiple phone calls with their customer service department at **************. Furthermore, I have made multiple requests to their customer service department through phone calls and emails to update the accounts status on Experian, Equifax, and Transunion so that the reports accurately reflect the fact that the account has been closed. However, other than messages like we will investigate this and update you within one business day, "we will get back to you within today," "we have notified our headquarters team about this matter," and etc., I have received no real response or updates regarding this matter. This is clearly extremely irresponsible and potentially fraudulent. I am therefore coming to BBB for this request. Thank you for your time.I have attached my email conversations with their support team as proof.*********,*********************

  

  Business Response

  Date: 10/10/2023

  Hi *****,

  Thank you for reaching out to us regarding the closure of your account.

  We apologise for the confusion with your account still showing with ***********. Our corporate team is looking into it to check when was the report sent to the bureau to be able to confirm that your account will not show up going forward.

  You will hear from us shortly.

  Regards

  Customer Answer

  Date: 10/10/2023

   
  Complaint: 20680363
  

  Hi,

  Thank you for your efforts. Ill keep this case open until I hear back from you about the final resolution. 
  

  Thanks again. 

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

  

  Business Response

  Date: 10/17/2023

  Reviewing

  Customer Answer

  Date: 10/19/2023

   
  Complaint: 20680363
  
  I am rejecting this response because: the business has not resolved the issue yet; their message just says "reviewing."
  
  Sincerely,
  
  *********************

• Initial Complaint

  Date:09/30/2023

  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.

  On Sept. 10, 2023 our home burned down. Around 10pm we got in car and I booked a room through super.com at the Holiday Inn express. When we got there they would not let us stay. Said we were locals and didnt live far enough away. We went elsewhere. I called super.com. They asked me if I got compensated from hotel and I said no. So I went back hotel and they said super.com is full of c*** They dont get paid from them until people check out and since we were never checked in , that Super still has your money. I called super back and they then said I could have refund if I had hotel provide documentation saying we didnt stay there. Even though I must not have because they still have my money. If I stayed they would have had pay hotel . I called hotel and they said it super responsibilities to get verification if we dont stay. Called super they then deny anything and everything. No refund. I paid them for a room. I did not get one no fault of mine. They need return my money. Since everything we own is burned and gone! I need a refund and at very very least book me a room I can stay in like original agreement. They just keep all monies and provide nothing . They should know what they are selling before they sell it

  

  Business Response

  Date: 10/10/2023

  Hi ******,
  
  Thank you for reaching out to us about your reservation B_11084835.
  
  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.

  Regards

• Initial Complaint

  Date:09/30/2023

  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.

  Hi I book a room at the super 8 by ******* in ************. The address is **************************************************************************. I know the room had a very strong smell of mould. The smell was literally unbearable. I know my wife has severe ***** and we needed to leave the hotel room because we were concerned regarding my wifes *****. The floor was wet and one of the lights did not work. We did not trust the motel because the state of the room was terrible so we felt it was best to leave the motel. We only stayed at the motel for around an hr but we obviously left because of health concerns regarding my wifes *****. I also almost had a meltdown as I have autism so I needed to take a Uber to leave the motel. I can also confirm with you that my confirmation number is ********.

  

  Business Response

  Date: 10/09/2023

  Hi ******,
  
  Thank you for reaching out to us about your reservation B_11137250  at the *********************************************.
  We're truly sorry to hear that your recent accommodation experience fell short of your expectations. We understand how important a comfortable and enjoyable stay is, and we regret any inconvenience you may have faced. We want to provide some insights into our process and how we can best assist you:
  Please know that as a third-party booking service, we are not directly responsible for the standards of the hotel, the availability of amenities, or the behavior of the staff. However, we completely understand how these aspects can greatly impact your stay.
  In this case unfortunately as one of our Support supervisors informed you before, when they contacted the hotel on your behalf the refund request was declined, and 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.
  We hope we have clarified your doubts and concerns.

  Customer Answer

  Date: 10/09/2023

   
  Complaint: 20678323
  
  I am rejecting this response because:
  I expect Super.com to take responsibility for this issue because my wife has severe ***** and for super.com to expect us to stay in  a motel with a strong mould smell would be very wrong considering my wife has severe *****. We needed to leave this hotel because of health concerns regarding the motel. If we had to leave the motel because of a health concern we clearly would expect super.com to take responsibility. I certainly would not expect any of the Super.com argent including the supervisors to stay in the motel room if it was a health concern so I can not understand why super.com expected my wife to put her health at risk when super.com does know she has severe *****. I am also willing to provide proof that my wife has severe ***** to super.com
  Sincerely,
  
  *************************

  

  Business Response

  Date: 10/17/2023

  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.

  Customer Answer

  Date: 10/19/2023

   
  Complaint: 20678323
  
  I am rejecting this response because:
  I believe that in this situation there should be an exception made because I do not feel that we should be expected to stay in a motel that clearly did not hold minimum standards that we or anyone should expect from a motel. The mold smell was very strong and we did not know if it was the building or where it was coming. I know with my wifes ***** we felt the risk of even going to another room wa s not worth it. Clearly I certaintly believe that a majority of the customer service agents at ******************** would have done the same as me and left the motel. I know our credit cards company gave us $51 in credit cards rewards because of the situation. We are still out $101. It clearly makes very little sense that our credit card company gave us $51 in credit cards rewards because of the situation being health related and Super.com refuses to even give a small refund. I know sadly this shows that Super.com and Super 8 do not care about our health when they are full aware my wife has severe *****. I know we are also able to provide a doctors note to prove my wife has severe *****. 
  Sincerely,
  
  *************************

• Initial Complaint

  Date:09/29/2023

  Type:Product Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  Booked a hotel on super.com. Arrived and checked in and then got to the dirty and moldy room and asked to change rooms. Changed room to a worse room. Texted with super.com who said we had to write to get a refund. Wrote to them 12 times and texted to no avail. We booked a new hotel for the night through them so they could see we never stayed but they still refused to refund us. How can they sell such crappy hotels and then not stand behind them?

  

  Business Response

  Date: 10/08/2023

  Hi ******,
  
  
  Thank you for reaching out to us about your reservation  B_10845936  at the  ****************.
  
  
  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. This also applies to their staff behaviour. 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!
  
  
  The only exception to deviate from the original policy of your booking would be if you had reached out directly to the accommodation, and they send you our way because you have reached an agreement. In that case, you must ensure you get written confirmation that they will discount or refund your stay, outlining the date of stay and guest name.
  
  
  Alternatively, or if you reached out to them by phone, please get the name and position of the staff that has accepted your request.

   

  The documentation that you sent nonetheless cannot be validated as it is not a verified format.
  
  
  In this instance, to speed up the process we have escalated to our Support team, who will be reaching out to the accommodation to confirm refund on your behalf and will follow up with you as soon as possible.
  
  
  We reiterate our apologies for any inconvenience and appreciate your patience.