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:07/25/2025

  Type:Service or Repair Issues
  Status:

  ResolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I booked a reservation through super.com for the ****************************** in *********, **. The reservation was for July 10th - July 12th and was said to include free breakfast. During check-in on July 10th, I asked the attendant about the free breakfast. She said free breakfast is not offered. Being that the free breakfast was a primary motivation for booking this resort, I called super.com customer service to address the issue. They told me they would contact the hotel to get things figured out, and if they couldn't find a resolution with the hotel, they confirmed the would refund the breakfast portion of my booking, since that was part of the charges. It is now July 25th, and 5 call and several emails later, super.com has done Nothing to help me but give the same excuse about reaching how they're reaching out to their "business partners" for answers. I just want my refund! I didn't get the breakfast that I paid for. Also, super.com keeps asking me for my receipt for the booking. I emailed my booking voucher multiple times but more importantly, why should I need to send the Company a receipt for a booking I made through them? The details are already in YOUR system. Its just a run around. By far the worst experience I have had with any Company. I canceled my super+ membership and will never book through them again. Ive just accepted the money I have yet to be refunded as a loss. I only hear from them if I call. There's never any follow up on their side.

  

  Business Response

  Date: 07/28/2025

  Hi *******,

  Thank you for reaching out to Super.com and sharing your experience with us. We appreciate the opportunity to resolve this matter for you.

  We have escalated your case to our internal team, and I'm pleased to inform you that we have processed a refund of 10% of the booking amount to your original method of payment for the complimentary breakfast which you have not received. You can expect to see this refund in your account within 2-5 business days, depending on your bank. We were able to remove the credits and ensure the refund was processed to your original payment method.

  If there's anything else you need or any questions you have, please feel free to get in touch with us we're here to assist you.

  Warm regards,
  Super.com Team

  Customer Answer

  Date: 07/31/2025

  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me.
  
  Sincerely,
  
  ******* ****

• Initial Complaint

  Date:07/25/2025

  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.

  Yes we went on super.com to book a room that we have booked several times and when we clicked book again it booked a room all the way across the country. We contacted them right away and they had us call the hotel to cancel that reservation to issue us a refund. Once that was done they refused to give us a refund and our cash app is also refusing to assist us. All we want is a refund for a reservation that was cancelled immediately and never used. We had to rebook using our money within a few minutes of their website booking us at the wrong hotel. We just want this resolved and a refund. We shouldn't loose money for their website messing up. Thank you

  

  Business Response

  Date: 07/26/2025

  Hi ***********,

  Thank you for reaching out to Super.com and bringing this to our attention. We appreciate the opportunity to assist you with your booking matter.

  We have been able to review and thoroughly investigate your case and we're thrilled to share that we've processed a full refund for your recent reservation B_20014178! The amount of $60.95 has been issued to your original payment method, and you should see it in your account within 35 business days, depending on your bank.

  We are committed to ensuring you have a seamless and enjoyable experience with Super.com, and we appreciate your understanding and patience. If you have any further questions or need assistance with anything else, please dont hesitate to contact us.

  Warm regards,
  Super.com Team

  Customer Answer

  Date: 07/26/2025

  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me.
  
  Sincerely,
  
  *********** *****

• Initial Complaint

  Date:07/25/2025

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  We booked a quality inn in *********** mo for july 24 2025. We arrived and it was disgusting. We would not stay there. We requested a refund. Wouldnt give us one. Found out it was closing down in two weeks. Not only did they not give us a refund for 66 but they charged our checking account twice for 66. This motel was misrepresented. Everything was filthy and disgusting. We want a full refund from these con artist owners.

  

  Business Response

  Date: 08/04/2025

  Hi *****,

  Thank you for reaching out to Super.com and sharing your experience with us. We understand the importance of ensuring your travel accommodations meet your expectations, and we appreciate the opportunity to assist you.

  We know how crucial it is for travel plans to proceed smoothly. While Super.com is dedicated to securing great rates, the hotel team is responsible for maintaining the condition of the rooms, amenities, and overall experience during your stay. If anything falls short, we always recommend addressing your concerns with the hotels front desk or management during your visit, as theyre best positioned to assist you on the spot.

  Regarding your experience, including the issue of being charged twice, we have escalated your case to our internal support team for a thorough review. Rest assured, we will keep you updated with the outcome via email as soon as we have more information.

  Thank you for allowing us to address this for you. Your satisfaction is important to us, and were here to ensure your experience with Super.com remains positive.

  Warm regards,
  Super.com Team

  Customer Answer

  Date: 08/04/2025

   
  Complaint: 23654646
  
  I am rejecting this response because: I do not want this complaint closed out and need time to see if your response team resolves this. In regards to the answer that the hotel front desk should handle this, we clearly stated that they refused to refund our money! We still need a full refund!
  
  Sincerely,
  
  ***** *******

  

  Business Response

  Date: 08/05/2025

  Hi *****,
  
  Thank you for your follow-up and for your patience as we worked to resolve your concerns. We truly appreciate your understanding and the opportunity to address the situation.
  
  After thoroughly reviewing your case and speaking directly with the hotel, we have successfully secured a refund for your booking. We've processed the refund, and the funds should reflect in your original payment method within the next 3-5 business days.
  
  We understand that your experience was not up to expectations, and your feedback is valuable to us in ensuring that our services and partnerships maintain high standards. As mentioned before, while our role includes securing great rates, the hotel is responsible for the overall condition and service. We're pleased to have worked with them to reach a satisfactory resolution in this case.
  
  Your satisfaction is important to us, and we hope this solution brings closure to your experience. If you have any additional questions or need further assistance, please dont hesitate to reach out. We're here to help and ensure your experiences with Super.com are positive.
  
  Warm regards,
  Super.com Team

• Initial Complaint

  Date:07/25/2025

  Type:Product Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  Booked a hotel through the site that said it accepts dogs but it does not company wont give a refund company told me the hotel has to cancel but they wont they say the booking company cancels the booking I recorded the calls

  

  Business Response

  Date: 07/26/2025

  Hi Kathys,

  Thank you for reaching out to Super.com about your recent experience with your hotel booking. We appreciate your patience and understanding while we worked on finding the best solution for you.

  Our bookings typically come with non-refundable and non-amendable conditions, however, recognizing the importance of making things right, we've successfully managed to cancel your booking. I'm pleased to inform you that we have processed a refund of $585.00 to your original payment method. You should see this refund reflected in your account within the next 2-5 business days.

  Additionally, after reviewing your interaction with our support team, it appeared that there was an issue regarding the expiry date on your card. As this is beyond our control to adjust, we recommend that you reach out to your bank to ensure everything is updated correctly. We hope this helps, especially since we've already processed the payment on our end.

  Were always here to assist you with any further questions or concerns you might have. Please feel free to reach out anytime were more than happy to help and strive to provide the best service possible.

  Warm regards,
  Super.com Team

• Initial Complaint

  Date:07/25/2025

  Type:Billing Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I booked rooms through super.com first one confirmation number B.18287419 May 07 2025 to May 10, 2025 at ************ ** quality Inn Second booking confirmation number B.18287342 from May 10, 2025 to May 12, ************************. I paid via *************** **** Card on Super.com website. There was a hidden charge that I was not aware of that allow them to charge my credit card $15 a month maintenance fee. it was hidden in confirmation language. I have been charged every month $15 and could not get any person on the phone or via email to waive this or close the account. This fee was not Transparent on their website they managed to hide it in fact, not only me that recognized the lack of transparency, but other people traveled with and booked on the same website said the same thing. We ask super.com to be transparent in their fees also offer opportunities to close The account and prohibit them from containing charging maintenance fee on credit card that its not authorized in a clear transparent way. I need a full refund of three months fee total $45 and I would not accept future credit on their website since I would never usethem again.

  

  Business Response

  Date: 07/28/2025

  Hi ******,

  Thank you for reaching out to Super.com and sharing your concerns with us. We value the opportunity to address your inquiries and ensure clarity regarding the charges you've observed.

  The $15 charge you mentioned is related to the Super+ membership, which offers exclusive benefits designed to enhance your travel experience. As a Super+ member, you have access to special discounts, cashback opportunities, and additional perks that are specifically tailored to provide value on your bookings.

  Further to this, when you book through Super.com, the option to enroll in Super+ is presented at checkout as we strive to offer the best available rates exclusively to our members. Rest assured that the membership only activates once confirmation is provided by you. It is entirely optional and aims to deliver excellent savings and travel benefits.

  We appreciate your feedback and are always looking for ways to improve our transparency and service. If there's anything more you'd like to discuss or require assistance with, please feel free to reach out to us.

  Warm regards,
  Super.com Team

• Initial Complaint

  Date:07/25/2025

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I booked a hotel through Super.com for July 31st, thru August 4th, 2025, in *************** and was immediately charged $752.95 My booking reference is B_20152677 However, Super.com has failed to provide me with a hotel confirmation number, which is necessary to verify that my reservation exists with the hotel. I contacted the hotel directly and was informed that no reservation exists under my name and I do not have a room booked for my stay which is only a few days away from ****** i contacted Super.coms customer support. I was told that the ******************** would appear within 5 days after my initial booking. No where did it say that on their website when i was paying for my hotel stay i was charged, and my reservation still does not appear in the hotels system I've never had this to happen when using *********** or any other website for booking hotels. how is it right or even legal to take my money then basically say wait and see if we make your reservation or not in a few days the reservation should be made when i paid you to reserve me a room before the hotel sells out. who would drive over 12hrs to a destination with no hotel reservation either provide a hotel confirmation number or issue a refund. I have received no further response from Super.com after the person i was chatting with said they would email me Super.coms explanation that the reservation wont appear until 24hours before arrival is inconsistent with standard industry practice. I now have no assurance that my reservation exists and no proof that services have been rendered im now having to make a separate backup reservation directly with the hotel to ensure I have accommodations which will probably end up costing me more money it would be great if they would just be helpful and fix the issue

  

  Business Response

  Date: 07/30/2025

  Dear Kali,
  
  Thank you for reaching out to us and sharing your experience. We understand the importance of having peace of mind regarding your travel arrangements, and we're here to assist.
  
  I'm pleased to inform you that we have escalated your case for further review, and your reservation has been confirmed. You are all set for your stay at the *********** & Suites Navarre from July 31st to August 4th, 2025. Your hotel confirmation number is 43642655.
  
  We truly appreciate your patience as we worked to resolve this matter, and we hope you have a wonderful stay! If there's anything more we can do to help or if you have any further questions, please feel free to reach out.
  
  Warm regards,
  Super.com Team

• Initial Complaint

  Date:07/25/2025

  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 have been using the ************* app for about 12 mos. Everything was fine up until 3-4 mos ago. I trued to use my rewards that i have earned from booking hotels when needed. I have tried on numerous o cassions to transfer my earnings to the super plus debit card so i could use them when booking. I continue to get an wrror message"oops looks like something went wrong. Please try again" which i did. Still gerting the same remark. Ive called customer service to resolve the issue to be told that my rewards have been permantly terminated. They tell me to go to a website to find out the reason. There is no reason when i go to sight. I want the money owed and a real explantion as to why theyve been terminated. Further more i have requested a physical debit card and never rec that.

  

  Business Response

  Date: 07/28/2025

  Hi ********,

  Thank you for reaching out to Super.com and sharing your experience with us. We appreciate your patience as we work to address your concerns.

  We understand that you have been experiencing difficulties transferring your earned rewards to your Super+ debit card, as well as encountering error messages. Additionally, you sought clarity on the termination of your rewards and the status of your physical debit card.

  Weve escalated your case to our internal support team, and Im pleased to inform you that the restriction on your account has been lifted. You can now continue redeeming your earnings in accordance with our redemption limits. To view your available rewards and proceed with redemptions, please visit Super.com or use the Super.com app and navigate to the Earn tab.

  If you have any questions or need further assistance, feel free to reach outwere happy to help! Our aim is to ensure a seamless and rewarding experience for you. Thank you for your continued support.

  Warm regards,
  Super.com Team

• Initial Complaint

  Date:07/25/2025

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I booked a hotel on super.com. I intentionally selected a "refundable upgrade" for USD ***** so that I could cancel my trip if plans changed. When I realized I had a scheduling conflict, I looked at my confirmation email to cancel which showed the following:Cancellation Policy Refund Policy Flexibility:This booking cannot be modified in any way. This booking has upgraded refund terms, up to 60 days after check-in. See further details below.Refund Process Made Easy:If you are unable to attend your booking due to unforeseen circumstances and can provide evidence as listed in the ****************** here, you may be entitled to a full refund.Your Booking Confirmation Number is (number redacted). Apply for a refund using the form here.Need More Info? For a step-by-**** ***** on how to cancel, click here.Their customer service website shows an easy step-by-**** ***** (************************************************************************************************************************), but that is not what you are directed to when initiating the refund. You have to "apply" for a refund and complete a form with limited reasons that a refund may be granted. You have to upload evidence like medical forms or doctor's notes. None of this is clear when booking "refundable" accommodations. I completed the form and saw that the total possible refund was $21 less than my total. I asked customer service in a chat about this and they said that the "refundable upgrade" fee was not refundable. I have not yet received notification as to whether my refund will be granted. I know for sure that I will not receive the $21 "refundable" fee back. This company's business practices are intentionally misleading to customers. Their website outlines an "easy" refund process which is not at all accurate nor does it reflect the actual process to seek a refund. The process is complicated and requires that some customers send the company protected medical information.

  

  Business Response

  Date: 07/25/2025

  Dear ********,
  
  Thank you for reaching out and sharing your concerns with us. We appreciate the opportunity to clarify the enhanced refund process and assist you.
  
  You selected an enhanced refund option as part of your reservation, which is an add-on designed to provide refunds under specific approved situations, such as medical emergencies, natural disasters, or flight cancellations. The terms and conditions for this add-on are accessible via the link included in your confirmation email. To proceed with a refund, you would need to initiate the process directly with the enhanced refund provider and submit the required documentation as outlined in their terms.
  
  Please allow ********************************************************************* like to mention that the amount paid for the enhanced refund option is non-refundable. If, after 72 hours, you haven't received an outcome, feel free to reach out to us directly for further assistance. Your satisfaction and peace of mind are important to us, and we're here to support you.
  
  If you have any more questions or if there's anything else we can assist you with, please don't hesitate to get in touch.
  
  Warm regards,
  Super.com Team

• Initial Complaint

  Date:07/25/2025

  Type:Product Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I was charged for a "membership" I did not sign up for. Billed twice for 15, without my consent. I would like a full refund for the 2 months I was billed.

  

  Business Response

  Date: 07/25/2025

  Dear ******,
  
  Thank you for reaching out and sharing your experience with us. We appreciate the opportunity to clarify the situation and assist you.
  
  The Super+ membership is an optional subscription designed to provide exclusive benefits, such as discounted rates and cashback opportunities. It requires explicit confirmation during the signup process to ensure members are aware of the terms.
  
  Upon reviewing your account, I can confirm that your Super+ membership has been cancelled to prevent any further charges. While Super+ membership fees are typically non-refundable, weve made an exception and processed a refund of $30 to your original payment method. You should see this reflected in your account within the next 3 to 5 business days.
  
  If you have any further questions or need additional assistance, please feel free to reach out. We're here to support you and ensure your experience with us is positive and satisfying.
  
  Warm regards,
  Super.com Team

• Initial Complaint

  Date:07/25/2025

  Type:Product Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I began using super.com approximately 2 years ago. Everything went good and I actually made over $1,000. I eventually signed up to play an offer with a business affiliate on their site who was offering a service in which if you played 1000 games on a site called *** within a certain amount of time you would get approximately $275 including making deposits. I did just that and a lot of time frame and when the time frame was over I was told by the affiliate that the game that I played was not included in the service however that was not listed. I found a grievance and although it took over 3 months countless phone calls and emails eventually I won the case and was awarded the money. A few of these apps started to do the same things on their sites and eventually I signed up for another offer and another one of their affiliates charge back the money and stated that I did not do a verification on this certain site which was absolutely incorrect and I provided information. I actually am still a member of the site they said I did not provide verification for I still use the site and I've cashed out on the site which happened to be a gaming site. Everything this affiliate said was untrue and I actually had documentation however I was refused help by super and my account was charged back $30 which was reported to the credit bureau.. leaving me unable to use the app and make money because I was not going to pay for an absolutely ridiculous lie which which had no substance and I could again provide proof even from the company which was playfame. Play Fame deny that they even had an issue or contacted their affiliate. I was threatened and then banned for absolutely no reason. Super refused to help and essentially allowed them to rip me off. I was then banned from *** after winning my arbitration I was then banned. I've had countless issues with super ever since then. It is abusive and unfair and super does nothing to help resolve. it's reported on my credit. Cc stuck site.

  

  Business Response

  Date: 08/01/2025

  Dear Juronica,
  
  Thank you for reaching out and sharing your experience with us. We genuinely appreciate your feedback and understand how important it is to address your concerns thoroughly.
  
  Please rest assured that we have escalated your case, and our support team has made attempts to contact you for further discussion. We have also sent a follow-up email to ensure you have all the information and support needed to resolve this issue.
  
  To move forward, we encourage you to respond to our support teams communication, as we are committed to reviewing this matter correctly and finding an appropriate resolution.
  
  Your patience and cooperation mean a lot to us, and we are here to support you throughout this process. If there's anything more we can do in the meantime, please feel free to reach out.
  
  Warm regards,
  Super.com Team