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:07/20/2025

  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 booked a hotel on Super.com on July, 16th 2025 in Joplin, Missouri. On Sunday July 20th. My credit card was charged $15.00 dollars for a monthly fee subscription that I didn’t authorize.
  
  I want my “subscription” cancelled and I want a refund for the payment they charged to my card.

  

  Business Response

  Date: 07/20/2025

  Hi Harry,

  Thank you for reaching out to Super.com and for bringing this to our attention. We appreciate the opportunity to clarify how the Super+ membership works.

  When booking through Super.com, our exclusive best available rates are specifically offered to Super+ members. At checkout, customers have the option to enroll in Super+, and the membership is only activated once confirmation is given. This membership is entirely optional and provides benefits like cashback, exclusive discounts, and additional travel perks.
  

  We've reviewed your account and confirmed that your Super+ membership has been successfully canceled. Additionally, as a one-time exception, we've processed a refund for the membership fee you were charged, amounting to $15, so you won’t see any further charges.

  Thank you for your understanding and patience during this time. If you have any more questions or need further assistance, please feel reassured that we’re here to help.

  Warm regards,
  Super.com Team

  Customer Answer

  Date: 07/20/2025

  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,
  
  
  
  Harry S*****

• Initial Complaint

  Date:07/20/2025

  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 booked a hotel through Super.com for July 37, 2025 at **************************************** (Confirmation #: B_19650371). The total amount paid was approximately $350$400. Upon arrival, the hotel conditions were completely unacceptable and unsafe. The room was underground, the property smelled like marijuana, there was dog f**** in the elevator, and a disturbing incident occurred outside involving suspicious behavior and children, making us fear for our safety.Despite the late hour, we checked in briefly and quickly returned to the front desk. We explained the issues and were told wed need to contact Super.com for a refund, which we did immediately via their online chat (no phone number was available). Their support staff was dismissive, unhelpful, and repeated the same scripted responses about no refunds. We asked if they could at least help rebook us somewhere else, and they refused, showing zero concern for our safety or customer service. We handed the keys back to the front desk and left without staying.Adding to the frustration, Super.com later charged us $15 for a membership we were not clearly told about a deceptive opt-in during booking that was never consented to for a paid subscription.I am requesting:1.A full refund for the hotel stay that we never used.2.A reversal of the $15 unauthorized membership fee.This experience was highly stressful and disappointing. We relied on Super.com for safe, reliable booking and received neither. A look at Super.coms BBB page shows similar complaints from other users. I hope the BBB can assist in resolving this fairly.

  

  Business Response

  Date: 07/28/2025

  Hi Ershan,

  Thank you for contacting Super.com and sharing your recent experience with us. We truly appreciate your feedback and the opportunity to ensure your travel experience is both pleasant and secure.

  We understand the importance of providing a comfortable and enjoyable environment during your stay. Our team is committed to reviewing your concerns about your booking at Sonesta ES Suites **********************. Please rest assured that we have escalated your case to our internal support team for a comprehensive review. Our goal is to reach a satisfactory resolution, and our team will be in touch with you directly once we have an outcome.

  Regarding the $15 fee, it is associated with our Super+ membership. When booking through Super.com, we offer the exclusive best available rates specifically to Super+ members. To access these discounts, the option to enroll in Super+ is presented at checkout, and the membership is only activated once confirmation is given. This membership is entirely optional and designed to offer valuable perks like cashback, exclusive discounts, and additional travel benefits. If you wish to have the membership canceled, please provide us with confirmation, and we will be happy to action this for you.

  Thank you for your patience and understanding throughout this process. We are here to assist you, so please do not hesitate to reach out with any questions or if there's anything else we can do for you.

  Warm regards,
  Super.com Team

  Customer Answer

  Date: 07/29/2025

   
  Complaint: 23626227
  
  I am rejecting this response because: there is no resolution listed. 
  
  Sincerely,
  
  Ershan *******

  

  Business Response

  Date: 08/05/2025

  Hi Ershan,
  
  Thank you for your response and for voicing your concerns. We truly appreciate the opportunity to address this matter for you.
  
  I want to reassure you that we are fully committed to finding a resolution. Our internal team is diligently investigating the details of your experience at ****************************************, including the conditions you described and your request for a refund. We aim to ensure a safe and pleasant experience for all our customers, and your feedback is vital in helping us improve.
  
  Please know that we value your patience and are committed to reaching a satisfactory outcome. We are still actively working on your case and will keep you updated every step of the way. Your trust in Super.com is important to us, and we're here to make this right.
  
  If you have any additional details to share or any questions in the meantime, please feel free to reach out. Thank you for your understanding and for giving us the chance to resolve this.
  
  Warm regards,
  Super.com Team

  Customer Answer

  Date: 08/07/2025

   
  Complaint: 23626227
  
  I am rejecting this response because:
  No resolution yet

  
  Sincerely,
  
  Ershan *******

  

  Business Response

  Date: 08/12/2025

  Hi Ershan,
  
  Thank you for reaching out to Super.com again. We greatly appreciate your feedback and the opportunity to assist you.
  
  We have escalated your case with our internal team and are pleased to inform you that we have successfully addressed your situation. A refund of $61.46 has been processed to your original method of payment, which you can expect to see in your account within the next 2-5 business days.
  
  We're delighted to have resolved this for you and trust that it reflects our commitment to ensuring your travel experiences are managed with the utmost care and attention. Your satisfaction is important to us, and we're here to continue providing you with wonderful service.
  
  Warm regards,
  Super.com Team

  Customer Answer

  Date: 08/12/2025

   
  Complaint: 23626227
  
  I am rejecting this response because: I want the entire refund, including two $15 charges of the monthly membership
  
  Sincerely,
  
  Ershan *******

  

  Business Response

  Date: 08/13/2025

  Dear Ershan,
  
  Thank you for your continued communication and for allowing us the opportunity to address your concerns. We genuinely appreciate your patience as we worked through this matter.
  
  The hotel approved a refund of $61.46, which has been processed to your original payment method. In addition, we have cancelled your Super+ membership subscription and processed a refund for $30, covering the subscription costs. You can expect these funds to be reflected in your account within the next 3 to 5 business days.
  
  As a third-party booking platform, Super.com is responsible for facilitating the booking process, while the hotel itself assumes responsibility for the maintenance of their property and amenities. We always encourage our guests to communicate directly with the hotel's staff during their stay to address any concerns that may arise.
  
  We understand this may not be the resolution you were hoping for, and with this response, we consider this case closed from our side. Should you have any further questions or require assistance in the future, please don't hesitate to reach out.
  
  Warm regards,
  Super.com Team

  Customer Answer

  Date: 08/15/2025

   
  Complaint: 23626227
  
  I am rejecting this response because: not the resolution I want
  
  Sincerely,
  
  Ershan *******

• Initial Complaint

  Date:07/19/2025

  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.

  Tried booking a hotel through super.com. They charged me for the transaction but an error message appeared stating there was issues with booking the room. I just want my money back

  

  Business Response

  Date: 07/20/2025

  Hi *****,

  Thank you for reaching out to Super.com and for bringing this to our attention.

  When reviewing your booking information, I can confirm that the booking appears to be invalid, which typically means any charge should have been reversed and reflected back in your account a few hours after the transaction attempt. If you haven't seen the refund reflected, please feel free to provide us with any attachments or documentation showing the amount still pending or not returned. We're here to assist in ensuring this is resolved swiftly for you.

  We're committed to making sure your experience with us is smooth and satisfactory. Dont hesitate to reach out with any further questions or for additional help.

  Warm regards,
  Super.com Team

• Initial Complaint

  Date:07/19/2025

  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 recently noticed an unrecognized $15 charge on my debit card statement and did not recognize the vendor or service. After investigating, I discovered it was a recurring payment tied to a hotel booking I made months ago. Without my knowledge or consent, I had been enrolled in a monthly service, something I never agreed to. Theyve retrieved $60 from me and I would like a refund. Ive tried contacting them but I can never get a hold of anyone.

  

  Business Response

  Date: 07/20/2025

  Hi ****,

  Thank you for reaching out to Super.com and for bringing your concerns to our attention. We appreciate the opportunity to clarify how the Super+ membership works.

  When booking through Super.com, exclusive best available rates are offered specifically to Super+ members. To access these discounts, the option to enroll in Super+ is presented at checkout, and the membership is only activated once confirmation is given. This membership is entirely optional and is designed to offer benefits like cashback, exclusive discounts, and additional travel perks.
  

  We've reviewed your account and confirmed that your Super+ membership has been successfully canceled. Additionally, we're pleased to let you know that we've processed a refund for the 4 months you were charged, amounting to $60, ensuring you wont see any further charges.

  Thank you for your understanding and patience during this time. If you have any further questions or need assistance, please feel free to reach out. Were here to support you and ensure a smooth experience.

  Warm regards,
  Super.com Team

• Initial Complaint

  Date:07/19/2025

  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 was charged a " subscription "i never signed up for for $30!!.. ontop of that I had blocked this merchant previously and they still managed to charge my new card ???!! And changed their merchant name to be able to charge fraudulently. A BUSINESS that is deceptive to consumers, impossible to contact and just a scam of a company. I never signed up for any subscription to be charged monthly and I feel they purposely do this to consumer secretly. Im already out $244 previously from them.. and now another 30 is gone .. stop robbing consumers!

  

  Business Response

  Date: 07/20/2025

  Hi *******,

  Thank you for reaching out to Super.com and for giving the Super+ membership a try.

  We appreciate the opportunity to clarify how the Super+ membership works to ensure everything is clear moving forward. At Super.com, our best available rates are offered exclusively to Super+ members, and customers have the option to enroll at checkout, with activation only upon confirmation. The membership is entirely optional and offers benefits like cashback, members-only discounts, and more travel perks.

  Weve reviewed your account and can confirm that your Super+ membership has been successfully canceled, so you wont see any further charges. Additionally, as a one-time exception, we have processed a refund of $30, which should reflect in your account within 3-5 business days.

  Were here to ensure a smooth and positive experience, and your feedback is valuable to us. If you have any more questions or need further assistance, feel reassured that were here to help.

  Warm regards,
  Super.com Team

• Initial Complaint

  Date:07/19/2025

  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.

  Final Update on ************************************************ Wed, Jul 16, 10:11AM (3 days ago)to me **** Navy Federal Security Zone:Email for ***** | Access XXXXXXXXXXXX66 Final Update on Your Fraud Claim RE: Debit Card Number ********************************************************************************** the amount of $164.89, we've concluded that no error(s) occurred with the transaction(s) listed below totaling $119.92.Transaction DateMerchant NameTransaction Amount 6/26/2025SUPER * SUPER+$14.99 5/26/2025SUPER * SUPER+$29.98 3/26/2025SUPER * SUPER+$14.99 2/26/2025SUPER * SUPER+$14.99 1/26/2025SUPER * SUPER+$14.99 12/26/2024SUPER * SUPER+$14.99 11/26/2024SUPER * SUPER+$14.99 However, we've determined the following transaction(s) totaling $44.97 are valid claims:Transaction DateMerchant NameTransaction Amount 10/26/2024SUPER * SUPER+$14.99 9/26/2024SUPER * SUPER+$14.99 8/26/2024SUPER * SUPER+$14.99 On 06/29/2025, a provisional credit(s) totaling $164.89 was applied to your account. Of the total amount credited, $44.97, the portion of your claim determined to be valid, is now permanent and will not be reversed. The remaining credit of $119.92, equal to the portion of the claim that was denied, will be reversed on 07/26/2025 which is 10 days from the date of this email.Your fraud claim is now closed. You have the right to request any documentation used in the decision of this claim. If you have any questions, please call us at **************. You can also send us a secure message through online banking at *************** or write to:Navy ******************** Card Fraud Prevention Recovery P.O. ********************************************* Our Members Are the MissionContact Us | Security | Mobile Banking | Privacy Policy | View in Browser This email is being sent from: Navy ********************, P.O. ***************************************************************************.

  

  Business Response

  Date: 07/22/2025

  Hi *****,

  Thank you for reaching out to Super.com and bringing your concerns to our attention. We appreciate your feedback and want to clarify how the Super+ membership works.

  When booking through Super.com, our exclusive best available rates are specifically offered to Super+ members. At checkout, customers have the option to enroll in Super+, requiring confirmation for activation. The membership is entirely optional and is designed to offer benefits like cashback, exclusive discounts, and additional travel perks.

  After reviewing your account, we have confirmed that your Super+ membership has been successfully canceled, so you wont see any further charges. Im pleased to inform you that we have processed a refund for the membership amounts deducted from your account. The amount of $119.92 has been issued back to your original payment method and should appear in your account within 35 business days, depending on your bank.

  If you have any further questions or need assistance, please feel free to reach out. Were here to help!

  Warm regards,
  Super.com Team

• Initial Complaint

  Date:07/18/2025

  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 recently noticed an unrecognized $15 charge on my credit card statement for the second time in 2 months, and did not recognize the vendor or service. After investigating, I discovered it was a recurring payment tied to something I may have bought maybe a couple of months ago. But I am not sure what. Without my knowledge or consent, I had been enrolled in a monthly service, something I never agreed to or intended to sign up for.I am generally careful and discerning when reviewing terms and conditions, I have no clue as to how this membership happened. At no point was it made clear that I was agreeing to a recurring subscription. The way this service was attached to whatever I bought or paid for online felt deliberately deceptive and misleading.I called to cancel the subscription and it said it was successful. Im yet to see that. To date, Ive been charged $30 due to these deceptive practices, and I had to search online just to figure out what the charge even was. Thats when I discovered Im not alone and many others have reported the same experience. This is not good business practice. It appears that Super+ is using predatory tactics such as pre-checked boxes, vague or hidden terms, and a complete lack of follow-up communication (no signup confirmation, no billing notices) to take advantage of unsuspecting consumers. These practices are not only unethical, but they are intentionally designed to prevent customers from noticing and disputing the charges in a timely manner.I am sure that Super+ is clearly aware of the deceptive nature of these tactics, and they must be held accountable. This type of behavior needs to be stopped.

  

  Business Response

  Date: 07/18/2025

  Dear *******,
  
  Thank you for reaching out and sharing your experience with us. I genuinely appreciate your feedback and the opportunity to assist you with this matter.
  
  The Super+ membership is an optional subscription designed to offer a variety of benefits and savings, intended to enhance your experience with us. It requires explicit customer authorization during the checkout process. I understand how important clarity is, and we are committed to making our sign-up process transparent for everyone.
  
  Please rest assured that we've cancelled your Super+ membership, so no further charges will come your way. While the membership fees are usually non-refundable, we've made a one-time exception and processed a refund for all membership charges totaling $46.97. You should see this reflected in your original payment method within the next 3 to 5 business days.
  
  If theres anything else you'd like to know or if you need further assistance, please dont hesitate to reach out. We're here to help and ensure your experience with us is as positive as it can be.
  
  Warm regards,
  Super.com Team

• Initial Complaint

  Date:07/18/2025

  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.

  Hi been using super for over a year straight staying in hotels off and on everyday and in spent over 25k in the last 12 months in the app and have every receipt to prove it I always was a super member and I use to get cashback easy but soon as I got a super card sent to me and I stayed using the card transferring my cashback to my card it became a issue and then I stated playing games to win money and I couldnt get my rewards I changed numbers and they updated it for me but couldnt give me answer on my rewards and why I could redeem they came back like I violated rewards but I can still use the app regularly like how can I violate rewards when I was given my cash backs by agents after they investigated and seen I was missing months of cashbacks and now they dont want to give me a full month worth of cashbacks nor my money for playing games which I did on a new account because I couldnt get in my old account due to new number I told them I had credits on that account that they was gone cancel and update my old account with new number they ever transferred them credit to my account then they just sent me my cashback I earned booking 13 times in one months so all the cashback was sent to my account but I cant use them sound so bad and this will make people never trust yall

  

  Business Response

  Date: 07/23/2025

  Dear *****,
  
  Thank you for reaching out and sharing your experience with us. We appreciate your loyalty and the opportunity to assist you in resolving this matter.
  
  I'm pleased to let you know that we have escalated and thoroughly reviewed your rewards redemption situation. We are happy to inform you that the restriction on your account has been lifted, allowing you to earn and redeem all your rewards as usual.
  
  To view your available rewards and proceed with redemptions, you can visit Super.com or use the Super.com app and navigate to the Earn tab. This should provide full access to your earned rewards and cashback options.
  
  If you have any questions or need further assistance, please feel free to reach out. We're here to help and ensure your experience with us remains positive and rewarding.
  
  Warm regards,
  Super.com Team

• Initial Complaint

  Date:07/18/2025

  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.

  I made a booking for a Friday and when I confirmed the booking was changed for the following day. I made contact with the business immediately but was given the runaround. I was messaging them for over 5 hours with no resolution. This has been terrible and an obscene abuse.

  

  Business Response

  Date: 07/18/2025

  Dear ******,
  
  Thank you for reaching out and sharing your experience with us. We understand how important your travel plans are and appreciate your patience as you've navigated through this situation.
  
  Our bookings are typically non-refundable and non-amendable, which helps us offer the best possible rates to our customers. However, in your case, I'm pleased to inform you that we were able to cancel the original booking and issue a refund in credits. You have successfully rebooked at the *********************, with your check-in scheduled for July 18.
  
  If there's anything more you need or if you have any further questions, please feel free to get in touch. We're here to support you and ensure your experience with us is positive moving forward.
  
  Warm regards,
  Super.com Team

  Customer Answer

  Date: 07/18/2025

  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:07/17/2025

  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 went on the site to book one room for 7/17/25-7/18/25 . When booking the site glitched at the end and spun for over 5 minutes. I refreshed the page. I got no confirmation so I filled it out again and booked the room. When I checked in they said there were 2 bookings for the same thing. The hotel agreed to put in to have It refunded but said the site would be the one to officially refund. When I contacted the site I was told it was nonrefundable even though it wasn't my fault. I spoke with another *** who said they could issue credits and I could use those for another day. They needed documentation when I spoke with the hotel they said the site would need to call. The site said they cant but can email. I got the email and the new *** said thats wrong they cant email. So its a mess. Their site glitched and booked and charged me twice. The hotel put in to refund me and cancel the room but they wouldnt help they just said its nonrefundable and the hotel would have to contact them because they can contact the hotel but the hotel cant contact them either. At one point the *** said their website wouldnt double book. Which its technology it glitches and based on the evidence it obviously did and booked the same room same dates twice for me. I tried to work with them and even was going to accept credits to use another time but they wont refund or work with me at all and aren't helpful. I have more screenshots of every call I have and the hotel said you can call them at ************ option 6 and the manager will gladly help

  

  Business Response

  Date: 07/26/2025

  Dear Haleigh,

  Thank you for reaching out to Super.com and sharing your experience with us. We truly value your feedback and are committed to resolving the issue you encountered with your recent booking.

  We understand the situation you're facing and want to assure you that your case has been escalated to our support team. They are currently reviewing the details to find a suitable resolution. We appreciate your understanding and patience as we work through this process. As soon as we have an update, we will contact you directly via email with the next steps.

  Please feel free to reach out if there's anything else youd like to discuss in the meantime. Were here to ensure you have a seamless experience, and thank you once again for your understanding.

  Warm regards,
  Super.com Team