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:07/23/2025

  Type:Billing 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 keep getting charges to my account for $15.00 monthly but I have never signed up for a subscription. Looking at my statement I noticed this has been happening for 2 or 3 months now & from more than one of my accounts. I was only made aware of the payments because of the declined notification due to inefficient funds. I don't stay at hotels often enough that I would have agreed to paying for anything other than the room for that night. Apparently this is not the first time this company taken money from people that didn't authorizes them too. How long are they going to get away with it. The # I'm providing is the # on one of my statement, not sure if that is the one you need or not.

  

  Business Response

  Date: 07/24/2025

  Dear ******,
  
  Thank you for reaching out and sharing your concerns with us. We appreciate the opportunity to clarify and assist with your situation.
  
  It looks like these charges are related to our Super+ membership, which you may have signed up for when booking through Super.com. This membership ensures you receive the best available rates and unlocks extra perks like cashback on travel, cash advances, and other earning opportunities. The Super+ membership is completely optional and is confirmed at checkout.
  
  Upon reviewing your account, we see that you've earned credits amounting to $20.39 while having the Super+ membership. However, to address your concerns, we have canceled your membership to prevent any future charges.
  
  While Super+ membership charges are typically non-refundable, as a gesture of goodwill, we have processed a refund for one month totaling $15. You should see this refund reflected in your original payment method within the next 3 to 5 business days.
  
  If there's anything more you'd like to know or if you need further assistance, please feel free to reach out. Were here to help and ensure your experience with us is positive.
  
  Warm regards,
  Super.com Team

  Customer Answer

  Date: 07/29/2025

  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:07/23/2025

  Type:Order Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I booked a room on July 22, 2020 5:11 PM central time through this site. The booking gave me the option to pay an extra $11 for cancellation which I paid. I contacted the company on July 23 at 11 AM central time to cancel and was told that my booking was nonrefundable even though I paid the lecture extra $11 for this service. I was told that I wanted to cancel, I had to go through the actual hotel and see if they would cancel the booking. also, the website for this company has false advertisement.

  

  Business Response

  Date: 07/24/2025

  Dear *****,
  
  Thank you for reaching out and sharing your experience with us. We appreciate the opportunity to provide clarity regarding your booking.
  
  Our bookings are typically non-refundable and non-amendable, which helps us offer competitive rates. The enhanced refund option you purchased as part of your reservation is 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 available in the link provided in your confirmation email.
  
  To process a refund under this option, it's necessary to initiate the process directly with the enhanced refund provider. You would need to submit any required documentation as outlined in their terms to qualify for a refund.
  
  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 as smooth as possible.
  
  Warm regards,
  Super.com Team

• Initial Complaint

  Date:07/23/2025

  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.

  On July ******* I used their website to make a hotel resevation, on July 22 they charged me an additonal $15 dollars that I didn't authorize.

  

  Business Response

  Date: 07/24/2025

  Dear *****,
  
  Thank you for reaching out and sharing your concerns with us. I truly appreciate the opportunity to clarify the situation for you.
  
  Upon reviewing your account, it seems that during your booking on Super.com, you enrolled in the Super+ membership. This optional subscription is designed to ensure you get the best rates available and unlocks a range of benefits like cashback on travel, cash advances, and various earning opportunities. Rest assured, the Super+ membership is entirely optional and requires confirmation during checkout.
  
  To ensure you're comfortable moving forward, weve gone ahead and cancelled your membership to prevent any future charges. While Super+ membership fees are generally non-refundable, weve processed a refund of $15 as a one-time exception. You should see this refund reflected in your original payment method within the next 3 to 5 business days.
  
  If theres anything more you need or if you have any questions, please feel free to reach out. We're here to help and make sure your experience with us is worry-free.
  
  Warm regards,
  Super.com Team

• Initial Complaint

  Date:07/22/2025

  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.

  Due to an unexpected health emergency, I worked to help my parents cancel a non-refundable reservation on Super.com. We understood that it was booked as a non-refundable, but when I called and explained the situation on 6/22/25, I was told that an exception could be made and a full refund provided with written approval from the hotel. The agent I spoke with over the phone, ****** followed up with an email stating exactly what was needed to process the refund.If you look at the attached file (6-22-25 Request for Documentation) youll see the email I received from ***** documenting that phone call. The second attached file (6-23-25 Request for Cancellation Approval) includes all of the requested information plus written approval from the *********** hotel manager, ****** ******. Sameer had called Super.com on our behalf and worked with a different agent named **** It has now been almost a month since we were promised a refund by Super.com and provided all of the requested documentation. I assumed that the refund was in work (I understand that it takes time to process to a credit card), until I received an automated email on 7/18/25 telling me that super.com had not yet received a response and therefore, the conversation was being closed.When I responded with copies of the prior correspondence, I was told that there was actually a one night penalty fee and therefore, no refund would be given.I feel like I have been completely given the run-around and do not wish to continue. I hope that the BBB will be able to get this message to the right person at Super.com who will understand the commitment made to me and process the refund.

  

  Business Response

  Date: 07/23/2025

  Dear *******,
  
  Thank you for reaching out and sharing your experience with us. We truly understand the importance of clear communication, especially during important moments, and we appreciate your patience as we work to address this situation.
  
  I want to let you know that we have escalated your case for further review, and Im pleased to inform you that we have processed a refund of $493.90 to your original payment method. You should see the funds reflected in your account within the next 3 to 5 business days.
  
  Your satisfaction and trust are important to us, and we are dedicated to ensuring your experience with us continues to improve. If there are any further questions or if there's anything else we can do to assist you, please dont hesitate to reach out. Were here to help and support you in any way possible.
  
  Warm regards,
  Super.com Team

• Initial Complaint

  Date:07/22/2025

  Type:Delivery 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.

  Date of Transaction : 07/22/2025
  Amount I Paid : 50.95
  What was supposed to be provided : A ***** room for one night
  What the nature of the dispute is: App lied and said deposit was $50 when I got to the hotel the owner tells me it’s $100 deposit and then support tells me to ask the owner for a letter of confirmation that I did get and they still refuse to either give me my money back or find another hotel room in my area.

  

  Business Response

  Date: 07/23/2025

  Dear ******,
  
  Thank you for reaching out and sharing your experience with us. We genuinely understand the importance of clear and accurate information and appreciate the opportunity to address your concerns.
  
  We have escalated your case and spoken directly with the hotel regarding the deposit discrepancy. However, we have not been able to secure a refund at this time. If you're able to provide written confirmation from the hotel approving a free-of-charge cancellation, we would be happy to revisit your case and explore further options.
  
  We understand this may not be the resolution you were hoping for, and with this response, we consider the case closed from our side. Should you have any further concerns, we recommend continuing to work directly with the hotel.
  
  If you have any more questions or need additional assistance, please feel free to reach out. We're here to provide support where we can.
  
  Warm regards,
  Super.com Team

  Customer Answer

  Date: 07/23/2025

  
  
  Complaint: ********
  
  
  
  I am rejecting this response because: they never provided me the room or my money back, which is technically stealing. I also did go to the hotel and provided their customer service the letter of cancellation that the owner of the ***** gave me. So if they will not be giving me any credits or my money back I will have to take this matter to small claims court. 
  
  
  
  Sincerely,
  
  
  
  ****** *******

  

  Business Response

  Date: 07/25/2025

  Dear ******,
  
  Thank you for your follow-up email and for keeping us updated on your situation. We genuinely appreciate your patience as we work through this matter.
  
  We have conducted a thorough investigation regarding your booking. The image you provided of the document from the hotel was reviewed, but it doesn't qualify as official documentation under our verification standards. To process a refund, we need documentation such as scanned or electronic copies from relevant authorities like the hotel, officially certified documents from recognized institutions, or digital copies of notarized documents. Unfortunately, handwritten notes cannot be accepted as they don't meet these standards.
  
  We reached out directly to the hotel to confirm the cancellation; however, they have denied the request for a refund. We truly understand your position and desire for a resolution. While we appreciate your efforts, this may not be the resolution you were hoping for, and this is our final response. We are considering this case closed from our side. Should you have any further concerns, we recommend continuing to work with the hotel directly.
  
  Warm regards,
  Super.com Team

  Customer Answer

  Date: 07/25/2025

  
  
  Complaint: ********
  
  
  
  I am rejecting this response because: The Owner of the ***** lied and gave me that hand written document when I tried to ask for the certification of cancellation, now it’s not being accepted as a verified document. That’s fine see ya in court. 
  
  
  
  Sincerely,
  
  
  
  ****** *******

• Initial Complaint

  Date:07/22/2025

  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.

  Woke up to Super+ charging my card multiple times to get a $15 subscription off of it never been, nor heard of this business until today.

  

  Business Response

  Date: 07/25/2025

  Dear ******,
  
  Thank you for reaching out to us and sharing your concerns. We understand how unexpected charges can be surprising, and we're here to assist you in resolving this matter.
  
  The Super+ membership is an optional subscription designed to offer exclusive access to discounts, cashback, and other benefits, aimed at enhancing your travel experiences. Upon review, we weren't able to immediately locate the membership using the provided contact information, so we've taken extra steps to ensure everything is handled properly.
  
  I'm pleased to let you know that our support team has cancelled your Super+ membership to prevent any future charges. Although Super+ membership fees are typically non-refundable, we've made a one-time exception and processed a refund for all charges totaling $45. You can expect these funds to be reflected in your original payment method within the next 3 to 5 business days.
  
  If there's anything more you need or if you have any questions, please don't hesitate to reach out. Were here to support you and ensure your experience with us is a smooth and positive one.
  
  Warm regards,
  Super.com Team

• Initial Complaint

  Date:07/22/2025

  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.

  Earned $25 in rewards. Applied for card to withdraw rewards.Took two weeks past what it was supposed to to approve me for card,still getting the run around,can't withdraw rewards after spending money on there products.

  

  Business Response

  Date: 07/22/2025

  Dear ******,
  
  Thank you for reaching out and sharing your experience with us. I appreciate the opportunity to provide clarity and assistance regarding your ******** account and rewards.
  
  I'm pleased to inform you that your SuperPay account has been activated, and you can now access your virtual card instantly by logging into the app. This card can be used online for your convenience. Additionally, a physical card should arrive at your registered address within approximately 7-10 days.
  
  If you haven't received your physical card or continue to experience any issues, please feel free to contact our customer support team. They can promptly arrange a replacement card if necessary.
  
  It appears that your account was under review, which may have caused some delay in the activation process. Rest assured, everything should now be in place for you to enjoy the benefits and redeem the rewards youve earned.
  
  Should you have any further questions or require additional assistance, please do not hesitate to reach out. We're here to help and ensure your experience with us is positive and seamless.
  
  Warm regards,
  Super.com Team

• Initial Complaint

  Date:07/22/2025

  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.

  My name is ***** ****, Im a retired nurse.On May 26, 2025 I checked out of *************** in ************************ and I thought I had another reservation with *************** in *******, ** from May 26 to 29 upon my arrival. I was happy. I got a great price for the hotel for the four days and when I was ready to check in, they told me oh no, you dont have a reservation so I show her The reservation and then she checks and she says oh thats back in in *********. I said I just left ********* said I wouldnt rebook the same hotel she says let me see what I can do. She tried but they told her I needed to call super.com. I get customer service on the phone and he basically told me you gotta deal with the hotel. I am out of $176.92 my bank tried to collect it and they reverse the charges again I paid but I did not stay at *************** in ************************ after May 26, 2025 I feel like Ive been scammed because you have to check in and check out. I never checked in and I never checked out in ********* **************. On May ******* to May 29, 2025 At the ********************** which is on record.

  

  Business Response

  Date: 07/29/2025

  Hi *****,

  Thank you for reaching out to us and sharing your experience. We appreciate your patience and want to address the situation you encountered with your reservation.

  We understand that you were expecting a reservation at ************* & Suites By Wyndham in *******, **, but upon arrival, it was discovered that the reservation was at the *********, ** location. I want to reassure you that your case has been escalated to our internal team, and they have thoroughly reviewed and investigated the details. We found that the reservation on our platform was made for ************* & Suites By ***************************************** North from May 26th to May 29th under non-refundable and non-amendable terms, per your request and confirmation. This means that we rely on the hotel's discretion for any refund approval. It appears that the previous dispute was resolved in our favor by the payment institution for this reason.

  We have taken steps to address the issue by reaching out to our travel partners to initiate refund negotiations with the hotel, and we are currently awaiting their response. Please be assured that our team will promptly inform you as soon as we receive an update on this matter.

  Thank you for your understanding and patience. If you have any additional questions or need further assistance, feel free to reach out to us at any time.

  Warm regards,
  Super.com Team

  
  

  Customer Answer

  Date: 07/29/2025

   ID ********
  

  I have spoken to super.com and they tell me the same thing they are waiting for the hotel to respond. I spoke to the hotel. The hotel has no record of me being there staying there or even checking in there on May 26 to the 29th, 2025 they told me to contact the billing office. I contact ******** hotel billing office. They also have no record of being given any money for my stay at the *************** in *********, **************, so wheres the money? No one stayed at the hotel they didnt get paid so why would super.com act like the hotel is holding up the money when they are the ones who received the money. My Bank was waiting on a response from me which I didnt receive the letter so they thought I canceled my dispute. Typically when you cancel the dispute, the bank wont let you reopen that dispute only on appeal so I felt like Im kind of stuck with their decision until I was told I could make an appeal. Being that I never canceled the disputeI the case is in appeal with my bank now. super.com told me if my bank ask for the money again they wont reverse. Super.com. Need to pay me my $176.92. They got millions what is the problem I heard over and over again from reviews how super.com Isnt good at refunding money back to the customers.

  

  Business Response

  Date: 07/30/2025

  Dear *****,
  
  Thank you for following up and sharing your concerns with us. We appreciate your patience as we continue to address your case.
  
  We want to reassure you that we're actively working to find a solution to your situation. We have reached out to the hotel and our travel partners, and we are currently awaiting their response to move forward with securing a refund.
  
  Please know that our support team is committed to keeping you informed. We will reach out to you promptly once we receive a resolution from our travel partners.
  
  Thank you for your understanding and patience. If you have any additional questions or need further assistance, please dont hesitate to contact us.
  
  Warm regards,
  Super.com Team

  Customer Answer

  Date: 08/04/2025

  Good Day S, Shyan. Im hoping you can press them for immediate recovery of my funds through their banking system. 
  

  
  

  Customer Answer

  Date: 08/04/2025

  I will also take credit towards a hotel stay which I travel frequently.
  

  Sent from my iPhone

  
  

  

  Business Response

  Date: 08/05/2025

  Dear *****,
  
  Thank you for your continued patience and communication regarding your reservation issue. We truly appreciate the time you've taken to keep us informed throughout this process.
  
  After diligently working with our travel partners and reviewing all aspects of your case, we have received an update concerning your booking at ************* & Suites By ***********************************************. Our team has been informed that,  we have not been able to secure a refund or a complimentary cancellation from the hotel.
  
  As a third-party booking platform, we facilitate reservations based on the terms set by our hotel partners and do not have the authority to override their decision.
  
  We understand this may not be the resolution you were hoping for, but this is our final response, and we are considering this case closed from our side. If there is anything else we can do to assist you in the future, please dont hesitate to reach out.
  
  Thank you once again for your patience and understanding during this process.
  
  Warm regards,
  Super.com Team

  Customer Answer

  Date: 08/06/2025

  I guess I have to go to higher measures against this company because this is some ripoff fraudulent stuff.

  Sent from my iPhone

• Initial Complaint

  Date:07/21/2025

  Type:Billing 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 don't know how much they took and how they got my Bank account number because I never heard of this place before! Until now! I want them to replace all the took and extra money for food and my room that I am paying for! Because I have to pay 35 yet for the room! And running out of food! Two packages of ramen noodles and peanut butter and I have to drink only water! Where is this love people are showing me!

  

  Business Response

  Date: 07/22/2025

  Dear ****,
  
  Thank you for reaching out to us and sharing your concerns. We appreciate the opportunity to clarify the situation for you.
  
  The Super+ membership is an optional subscription designed to offer various benefits and savings that enhance your experience with us. It typically requires explicit confirmation during the sign-up process.
  
  To ensure no future charges are incurred, we have cancelled your Super+ membership. While Super+ membership charges are typically non-refundable, we have, as a one-time exception, processed a refund for the total amount of $31.97. You can expect the funds to reflect in your original payment method within the next 3 to 5 business days.
  
  If you require further assistance or have any additional questions, please feel free to reach out. Were here to support you and ensure your experience with us is a positive one moving forward.
  
  Warm regards,
  Super.com Team

  Customer Answer

  Date: 07/22/2025

  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:07/21/2025

  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.

  There was an unauthorised transaction on my account to the amount of $15.00 after using the app to book accommodation. I have not and did not join the membership and did not agree to any subscription or charges. The date of the transactions was June 30th 2025. I would like to make sure that I don't get charged again and would like a refund because there is no way I would have signed up for this.

  

  Business Response

  Date: 07/22/2025

  Dear ********,
  
  Thank you for reaching out and sharing your concerns with us. We appreciate the opportunity to clarify the situation and assist you further.
  
  It appears that the $15 charge was related to the Super+ membership, which may have been inadvertently activated when booking through Super.com. This membership is designed to ensure you lock in the best available rates and provides additional perks like cash back on travel, cash advances, and other earning opportunities. The Super+ membership is optional and requires explicit confirmation at checkout.
  
  I want to assure you that the membership has been cancelled, and we've made sure you will not incur any further charges. While Super+ membership charges are typically non-refundable, we've processed a refund of $15 as a one-time exception. You can expect the refund to be reflected in your original payment method within the next 3 to 5 business days.
  
  If you have any further questions or require additional assistance, please feel free to reach out. Were here to support you and ensure your experience with us is positive moving forward.
  
  Warm regards,
  Super.com Team