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:07/14/2025

  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 14th, 2025, I discovered an unauthorized monthly charge of $15 on my card totaling $136.97, linked to a subscription I never knowingly signed up for. I did not book a hotel through this service, nor did I authorize any form of recurring payment. I have no prior knowledge of or association with this company, and at no point was I informed that a subscription was being activated.I am typically cautious about online transactions and vigilant about what I agree to, and Im confident that I never opted into any membership or service that would justify this charge. There was no confirmation email, notification, or invoice sent to me regarding this supposed subscription nothing that would reasonably alert me to the existence of an ongoing service or ****** researching the charge, I found numerous reports from others who also experienced unexpected or deceptive billing from this same entity. It appears this company may be employing predatory practices, such as enrolling individuals in hidden subscriptions without clear disclosure or consent, and without providing documentation or communication that a recurring payment has begun.This is not only misleading its exploitative. The complete lack of transparency and consent in this case is alarming, and I believe this company is deliberately structuring their sign-up flow and billing process to avoid detection and suppress cancellation or refund attempts.I am requesting a full refund of the $136.97, and a formal investigation into how this charge was initiated, along with immediate cancellation of any associated service. I did not authorize this, and I demand that this be corrected.

  

  Business Response

  Date: 07/15/2025

  Dear Naheel,
  
  Thank you for reaching out and sharing your experience with us. I truly appreciate your diligence and understand the importance of having clarity and peace of mind concerning your financial transactions.
  
  The Super+ membership is an optional subscription designed to offer a variety of benefits and savings, such as cashback on purchases, discounts on travel bookings, and other exclusive offers. It requires customer consent to activate, ensuring that only those who choose to opt-in are enrolled. We understand how essential it is that these processes are clear and straightforward.
  
  I want to assure you that the Super+ membership associated with your account has been cancelled, ensuring that no further charges will occur. We have also processed a full refund of $136.97 to your original payment method. You should expect to see this reflected in your account within the next 3 to 5 business days.
  
  Your feedback is invaluable, and I genuinely appreciate the opportunity to address this matter for you. If you have any more questions or if there's anything else I can do to assist you, please feel free to reach out. Were here to help and ensure your experience with us is a positive one moving forward.
  
  Warm regards,
  Super.com Team

• Initial Complaint

  Date:07/14/2025

  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 decided to book a reservation to Atl on 7/3/25, confirmation number B_********. I called the hotel 7/13/25 to inquire about their parking details, only to find out I dont even have a reservation. Immediately I was wondering what went wrong and I knew I gave a frivolous website my money, literally willingly. Many calls and chats later with super.com, come to find out, their travel partners is *******, who takes their time to submit the reservation when its booked ahead of time. No where on their site mentions *******. Which also gets Super.com cleared of anything wrong that goes on when they communicate my information to the travel partners. Theyre able to make up loopholes to not even cancel your reservation due to hotel policy when the hotel is able to cancel but only needs the call from the partners to confirm the cancellation. Super.com says the hotel needs to intimate the cancellation. lol Just a lot of made up rules! Do not purchase anything from this site as it gave me a nightmare and a life *******

  

  Business Response

  Date: 07/16/2025

  Dear ******,
  
  Thank you for reaching out and sharing your concerns with us. I appreciate the opportunity to address your situation and offer some clarity.
  
  Our bookings are designed to be non-refundable and non-amendable, a practice that helps us secure the best possible rates for our customers. Our travel partners have confirmed with the hotel that a reservation was made under hotel confirmation number *********. At this time, we have not been able to secure a refund for this booking.
  
  However, if you are able to obtain written confirmation from the hotel indicating approval for a free-of-charge cancellation, we would be more than happy to revisit this situation and look into reopening your case.
  
  While this may not be the resolution you were hoping for, we want to be transparent and effective in our communication. With this response, we consider the case closed from our side. If you do obtain the necessary documentation or if you need further assistance, please feel free to reach out. Our aim is to support you as best we can.
  
  Warm regards,
  Super.com Team

  Customer Answer

  Date: 07/17/2025

   
  Complaint: 23592970
  
  I am rejecting this response because:

  This company moves when they want to when it comes to reserving a room on their site. If you book in advance, theyll wait to book your room with the hotel within 24 hours of check in. Way too close for the hotel being booked up and leaving you without a room. So because they confirmed the booking within 24 hours my check in date, instead of within ***** hours of me booking the original reservation (like the site says), this company will continue their deception to other customers. Take what Im going through as an example to avoid traveling plans being stressful. 
  
  Sincerely,
  
  ****** ********

  

  Business Response

  Date: 07/17/2025

  Dear ******,
  
  Thank you for your follow-up email and for sharing your thoughts with us. We genuinely appreciate your feedback as it helps us understand your experience better.
  
  We recognize your concerns regarding the timing of reservations with hotels. Hotels receive and process reservations at different times, so your booking may not appear in their system immediately. Most hotels update their systems within 2 - 3 business days. However, if you booked more than a month in advance, your reservation might not show up until closer to your check-in date. In some cases, especially for bookings made far in advance, hotels may not add your reservation to their system until the day you arrive.
  
  We're committed to ensuring that your experiences are as seamless and stress-free as possible, and we appreciate your patience and understanding.
  
  We understand that this may not be the outcome you were hoping for, and with this communication, we consider this case closed from our end. If you have any further questions or need additional assistance, please feel free to reach out. We're here to help.
  
  Warm regards,
  Super.com Team

  Customer Answer

  Date: 07/22/2025

   
  Complaint: 23592970
  
  I am rejecting this response because:

  Despite providing all necessary details, the core issue remains unaddressed. The booking was not made a month in advance, it was a week.  Super.com neglected to process my booking in a timely manner, scheduling it a mere 24 hours before the intended stay. After booking, I contacted the hotel seven days later, only to discover that my reservation did not exist. This occurred just 24 hours before my planned trip. I am deeply disappointed that this case has been closed in favor of whats considered an unfair, unjust, and dishonest company. I strongly advise against booking with Super.com.
  
  Sincerely,
  
  ****** ********

  

  Business Response

  Date: 07/22/2025

  Dear ******,
  
  Thank you for reaching out and sharing your concerns with us. We genuinely appreciate the opportunity to better understand your experience and provide support.
  
  We understand the importance of a timely booking process, and it's always our aim to ensure that reservations are handled promptly and efficiently. Your feedback is invaluable in helping us refine our services and enhance the customer experience.
  
  We addressed the case following our current procedures, and while we've closed it, your valuable insights will certainly help us to improve our processes in the future. Your experience is important to us, and we are dedicated to making enhancements that will benefit you and all our customers.
  
  Thank you for your patience and understanding. If theres anything more we can do or if you have further questions, please feel free to reach out. We're here to assist and support you.
  
  Warm regards,
  Super.com Team

  Customer Answer

  Date: 07/22/2025

   
  Complaint: 23592970
  
  I am rejecting this response because:

  My experience is regrettably being used as a case study to 'improve' a deceptive business. This company has demonstrated an inability to maintain consistent factual accuracy and has since withdrawn support, hiding behind their frequently changing policies. The closure of my case reflects unjust, unfair, and deceptive practices.
  

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

• Initial Complaint

  Date:07/14/2025

  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 have never or would ever use or sign up for this service. I didnt know it even existed until the charge was fraudulently posted to my account.

  

  Business Response

  Date: 07/14/2025

  Dear Scott,
  
  Thank you for reaching out and sharing your experience with us. We appreciate your feedback and the opportunity to address your concerns.
  
  The Super+ membership is an optional subscription designed to offer various benefits and savings. It requires explicit customer consent to activate, and we understand the importance of ensuring clarity in this process.
  
  I want to reassure you that your membership has been cancelled, preventing any future charges. While the membership fees are typically non-refundable, we have processed a refund of $15 as a one-time exception. You can expect to see this reflected in your original payment method within the next 3 to 5 business days.
  
  If there’s anything more you need or any questions you have, please don’t hesitate to reach out. We’re here to assist in any way we can.
  
  Warm regards,
  Super.com Team

  Customer Answer

  Date: 07/14/2025

  
  
  Complaint: ********
  
  
  
  I am rejecting this response because:
  I have NEVER used your site, signed up for, or authorized this transaction.  I have not gone to or booked a hotel, plane ticket, trip or visited a site offering above services in over a year.  Your company stole from me and are now trying to give a half hearted response thinking it will go away.  As you already know I've alearted the BBB and I've informed my bank this is theft and fraud.  You need to be held accountable for your actions.
  
  Sincerely,
  
  
  
  Scott G**

  

  Business Response

  Date: 07/15/2025

  Dear Scott,
  
  Thank you so much for reaching out again and sharing your concerns with us. I truly appreciate the opportunity to provide some clarity and assistance in resolving this matter.
  
  I completely understand how important it is for you to feel assured about charges on your account. I’m happy to let you know that we’ve processed a refund for the transaction you mentioned. You should see the funds reflected in your account within the next 3 to 5 business days.
  
  If there's anything further you'd like to discuss or any questions you have, please feel free to reach out. We're here to help and ensure your concerns are addressed.
  
  Warm regards,
  Super.com Team

  Customer Answer

  Date: 07/15/2025

  
  
  Complaint: ********
  
  
  
  I am rejecting this response because:
  
  Until super+ are held accountable for their fraud, theft and underhanded practices i won't accept anything.  The BBB rating needs to reflect this shady business and their practice and they need to be held accountable. 
  
  Sincerely,
  
  
  
  Scott G**

• Initial Complaint

  Date:07/14/2025

  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.

  June 30 th I was comparison shopping for hotel room rates as my company owns a resort I was told to enter my information to find the best rates for hotel I then received a text and email that I booked a room immediately contacted my hotel and the site was told my money would be on my card and the hold lifted ***** hours after talking to there support many times and disputing it with the bank they are of no help and keep trying to charge me a subscription as I said this is my companies hotel and not only did they charge me one price they booked the room with Expedia not through themselves and have no control after they hand off your info something they do not disclose but since it is our hotel I know

  

  Business Response

  Date: 07/15/2025

  Dear *******,
  
  Thank you for reaching out and sharing your experience with us. We truly appreciate the opportunity to help clarify and assist in any way we can.
  
  I understand how important it is to have clarity when booking, particularly for a property connected to your company. About the Super+ membership, it's designed to offer a range of benefits and savings and has been voluntarily opted into by our valued customers. Rest assured, we've cancelled your membership to ensure there are no further charges.
  
  Regarding your booking, we checked with the hotel and found that the room was utilized, which is why a refund isn't possible at this time. We certainly understand your concerns and are here to provide support and address any further questions you may have.
  
  Please feel free to reach out if there's anything more we can do for you. We're here to help.
  
  Warm regards,
  Super.com Team

• Initial Complaint

  Date:07/14/2025

  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 thought I was signing up for a $20 discount via **** that would apply to the ride I had just booked. I was urged to take the discount quickly or it would disappear. Suddenly I was sent to super.com, who sent me through sign-up hoops, telling me to hurry so I could receive a $20 discount towards today's purchase.
  
  However, in the final screen -- AFTER I gave them my credit card info -- they said I now had a "7-day free trial," and I would get my $20 cash back in two weeks.
  
  So I wouldn't see any benefit until after the "free trial" ended, and I would be charged $15 for the subscription after those seven days. Only then would I receive the $20 -- which would actually only be $5 -- and I would have to wait for it. But they kept saying "Hurry! Get this today so your ride will cost less!"
  
  After I realized what happened, I went to cancel the subscription but they made it a hard and lengthy process. They hid the "cancel" link deep in menus. They made me get codes on my phone to prove it was me. I had to respond to multiple screens of reasons why I was leaving and multiple check-boxes that had to be check-marked, etc, etc. They asked if I "really want to leave $20 on the table" (again, it was only $5 after paying the required subscription fee).
  
  Finally, AFTER I successfully cancelled, they sent a text saying they would message me with "special offers" unless I texted "STOP" -- yet another step in the convoluted process. And now they have all my info.
  
  This business has deceptive business practices in the way they pressure people to sign up with misleading benefits, and then make it very convoluted and time-intensive to cancel. They tied their "service" to something I was already using (****), making it seem like it was going to make my purchase $20 cheaper -- which it wasn't.
  
  And they took my cell #, my email, and my credit card before I was able to figure out what happened.
  
  These business practices are unethical, misleading, and predatory. They need to stop.

  

  Business Response

  Date: 07/14/2025

  Dear Michelle,
  
  Thank you for reaching out and sharing your experience. I truly appreciate the opportunity to address your concerns and clarify how the Super+ membership operates.
  
  The $20 onboarding credit you're referring to is part of a promotion that allows customers to enjoy cash back by signing up for the Super+ membership via an ad displayed on your order confirmation page or email after making a purchase from a partner site, such as ****. Here's how it works: After opting into the Super+ membership trial, you'll receive the $20 cashback after 30 days, provided your membership remains active.
  
  As a Super+ member, you can enjoy a range of benefits, including unlimited cashback on purchases, opportunities to earn through games and surveys, credit building, cash advances up to $200, premium flight alerts, discounted theme park tickets, and gas discounts.
  
  We understand signing up and cancellation processes can appear complex, and we truly value your feedback on this matter. To help put your mind at ease, I can confirm that your membership has been successfully cancelled, ensuring no further charges will occur.
  
  If there's anything else you need or any questions you have, please feel free to reach out. We're here to assist and ensure your experience moving forward is a positive one.
  
  Warm regards,
  Super.com Team

  Customer Answer

  Date: 07/14/2025

  
  
  Complaint: ********
  
  
  
  I am rejecting this response because: I asked for two things: 

  1) Remove me from all contact lists and promise they WILL NOT SELL OR USE my personal information (phone, email, credit card info) in any way; and

  2) Change their sign-up and cancelation procedures to be more transparent and honest

  My #1 request would be EASY for them to promise. It concerns me greatly that there is no such promise in their response.

  I have asked them to remove me from all lists and to not sell my information, and they have not promised to honor (or even acknowledged) that request. I will be looking into what my legal options are at this point.

  As for my #2 request, I understand that it would take time. However there is no acknowledgment they will do this. And I see they have numerous other complaints asking them to do the same thing. They are not operating in good faith.

  p.s. They offered a similar thing to me AGAIN on a different site today. They are preying on people and they need to stop.

  
  
  
  Sincerely,
  
  
  
  Michelle M****

  

  Business Response

  Date: 07/15/2025

  Dear Michelle,
  
  Thank you again for bringing this to our attention. We've escalated your request internally to ensure your information is removed from Super.com’s systems, including all marketing contact lists. Your Super+ membership has been fully canceled, and no further charges will occur.
  
  While Super.com does not sell personal data, we take privacy concerns seriously and are committed to safeguarding your information in accordance with our privacy policy.
  
  We also understand your concerns about the sign-up and cancellation experience. While many customers find value in the benefits of the Super+ membership, we’re actively reviewing feedback like yours to improve clarity and ease of use throughout the process. Your input is important and helps us continue building a better experience for everyone.
  
  If there’s anything else we can assist with, don’t hesitate to reach out. We appreciate your feedback and wish you the best in your future endeavors.
  
  Warm regards,
  Super.com Team

  Customer Answer

  Date: 07/16/2025

  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 AS LONG AS THEY FOLLOW THROUGH ON THE TWO ITEMS MENTIONED.
  

  Thank you for your attention to this matter.

  
  Sincerely,
  
  
  
  Michelle M****

• Initial Complaint

  Date:07/14/2025

  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 on July 6, 2025, for a stay from July 15 to July 22, 2025. I received a booking confirmation ************ from Super.com.
  
  However, when I called the hotel 3–4 days before check-in to confirm my reservation, they informed me that there was no record of my booking. After further inquiry, the hotel was able to see that the reservation had been canceled, despite the fact that I never requested or authorized any cancellation.
  
  I immediately contacted Super.com, but their customer support has been unresponsive and unhelpful, providing no clear explanation or resolution. They continue to claim that my reservation is active, directly contradicting the hotel's records. As a result, I still do not have a valid reservation for my upcoming trip and have been forced to make alternative lodging arrangements at my own expense.
  
  This situation has caused me significant stress, wasted time, and unnecessary financial risk. Due to the conflicting information, lack of accountability, and poor communication, I no longer trust Super.com to fulfill this booking and am requesting a full refund of the amount paid.
  
  I strongly urge Super.com to improve their customer service and booking management processes to prevent other customers from experiencing similar issues.

  

  Business Response

  Date: 07/14/2025

  Dear Shandao,
  
  Thank you for reaching out and sharing your experience regarding your hotel reservation. I understand the importance of having a seamless booking experience and appreciate your patience during this process.
  
  I want to assure you that we’ve taken your feedback seriously and have escalated this concern to ensure a prompt resolution. I’m pleased to inform you that, upon thorough review, we have secured your reservation at the **** ******* ****** ******, with check-in on July 15, 2025, and check-out on July 22, 2025. Your reservation is now confirmed with the hotel under the new confirmation number *********.
  
  We're committed to making sure your stay goes smoothly and that you have a positive experience moving forward. If there's anything more you need or any questions you have, please feel free to reach out. We're here to assist you in any way we can.
  
  Warm regards,
  Super.com Team

• Initial Complaint

  Date:07/14/2025

  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 recently noticed an unrecognized $15 charge on my credit 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 or intended to sign up for.
  
  As someone who is generally careful and discerning when reviewing terms and conditions, my sole intention was to book a hotel for one night. At no point was it made clear that I was agreeing to a recurring subscription. The way this service was attached to my booking felt deliberately deceptive and misleading.
  
  When I attempted to cancel the subscription through their website, the system would not allow me to complete the process—it felt intentionally obstructive. I also tried to chat with a representative to request a refund, but that was a dead end as well. To date, I’ve been charged $30 due to these deceptive practices, and I had to search online just to figure out what the charge even was. That’s when I discovered I’m not alone—many others have reported the same experience.
  
  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—they are intentionally designed to prevent customers from noticing and disputing the charges in a timely manner.
  
  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: 07/14/2025

  Dear Michelle,
  
  Thank you for reaching out and sharing your experience with us. I appreciate your attention to detail and understand the importance of clarity in your dealings with us.
  
  The Super+ membership is an optional subscription designed to provide a variety of benefits and savings. It requires your consent to activate, and we recognize how crucial transparency is in this process.
  
  I'm pleased to let you know that your membership has been cancelled, ensuring no future charges. While membership fees are typically non-refundable, we've made a one-time exception and processed a refund for all transactions related to the membership. A total of $30 has been refunded to your original payment method, and you should see it reflected in your account within the next 3 to 5 business days.
  
  Your feedback is greatly appreciated, and we are committed to continuously enhancing our services.
  
  If there's anything else you need assistance with or any questions you have, please don't hesitate to reach out. We're here to support you.
  
  Warm regards,
  Super.com Team

  Customer Answer

  Date: 07/14/2025

  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.

  Dear Super+ Support/Customer Service,
  Thank you for your prompt response and for taking action to cancel my subscription and refund the $30 that was deducted from my account. I truly appreciate your attention to this matter and your willingness to rectify the situation quickly.
  Your swift resolution is appreciated, and I’m glad we were able to come to a positive outcome.

  Sincerely,
  
  
  
  Michelle R*****

• Initial Complaint

  Date:07/13/2025

  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.

  ?
  
  Subject: URGENT Refund Request – Failed Hotel Booking & Misleading Terms (Confirmation ***********)
  
  Dear Super.com Support,
  
  I am writing to formally request an immediate full refund and compensation regarding a failed hotel booking made through your platform.
  
  Booking Details:
  • Hotel: ******* ****** ********* ** *****
  • Confirmation #: **********
  • Date: Sunday, July 13 – Monday, July 14
  • Email on booking: *********************
  
  I received a booking confirmation via text message and email from Super.com, and the amount was promptly charged to my credit card. However, upon arrival at the hotel, I was told that no reservation existed, and the property was fully booked. I was left completely stranded in Vancouver with no accommodations available — an incredibly stressful and unacceptable experience.
  
  Additionally, I was not informed until after payment that check-in would not be allowed until 4:00 PM that day, further limiting my ability to find alternatives or adjust plans in time. By then, all surrounding hotels were full. This was both misleading and harmful.
  
  I am requesting the following:
  1. A full and immediate refund of the amount charged to my credit card
  2. Compensation for the distress, inconvenience, and costs incurred (including transportation and emergency alternate lodging)
  3. A formal explanation as to how your system allowed confirmation of a non-existent booking
  
  A screenshot of the confirmation message is attached as proof.
  
  If this matter is not resolved within 5 business days, I will proceed with a formal chargeback request through my credit card provider
  
  This experience was completely unacceptable, and I expect a prompt and professional resolution.

  

  Business Response

  Date: 07/16/2025

  Dear ******,
  
  Thank you for reaching out and letting us know about your experience. We understand how important it is to have your travel plans go smoothly, and we're here to make sure your concerns are addressed promptly.
  
  We have escalated your case for a thorough review to better understand what happened during your recent booking at ******* ****** ********* ** *****. After speaking directly with the hotel, they confirmed that they were not overbooked at the time of your arrival. However, the check-in time had not yet been reached, which may have contributed to the situation you encountered.
  
  The hotel has kindly agreed to approve a 50% refund for your booking, and we have processed this amount in Super Travel Credits. These credits are available for you to use toward future bookings, providing added flexibility for your travel plans.
  
  We appreciate your understanding and patience as we work to ensure your experience is rectified. If there's anything more we can assist you with, or if you have further questions, please don't hesitate to reach out. We're committed to supporting you and making your experiences better moving forward.
  
  Warm regards,
  Super.com Team

• Initial Complaint

  Date:07/13/2025

  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.

  Super.com continues to try to charge me for an unrequested and unwanted monthly fee of $15 despite repeatedly declining the charge. Please stop!

  

  Business Response

  Date: 07/14/2025

  Dear *****,
  
  Thank you for reaching out and bringing this to our attention. We sincerely appreciate the opportunity to address your concerns and provide clarity.
  
  The Super+ membership is an optional subscription designed to offer various benefits and savings, and it requires customer consent to activate. I want to assure you that weve taken action to ensure everything is aligned with your preferences.
  
  I'm pleased to confirm that your membership has been cancelled, ensuring that no future charges will occur. If you have any additional questions or need further assistance, please feel free to reach out. We're here to support you and ensure your experience with us is positive moving forward.
  
  Warm regards,
  Super.com Team

• Initial Complaint

  Date:07/13/2025

  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 I was booking a flight to Washington over a month ago. I must have inadvertently been switched to super.com site but I didn’t use it to book the flight I went direct through ******* ******** for it. Now I’m seeing charges on my bank acct and you cannot contact anyone about it because it says my super.com + acct was cancelled on July 1 but they still charged me $15 on that same day. I have never used it for a booking and won’t recommend it to be used by anyone because you cannot contact anyone on their site to discuss the issue. All I want is my money back and for them to not charge me ever again.

  

  Business Response

  Date: 07/14/2025

  Dear Patty,
  
  Thank you for reaching out and sharing your experience with us. We appreciate the opportunity to address your concerns and assist you in resolving this matter.
  
  The Super+ membership is an optional subscription designed to offer a range of benefits and savings. It requires explicit customer authorization to activate. I can confirm that your membership has been cancelled, ensuring no further charges will occur.
  
  Typically, membership fees are non-refundable, but as a one-time exception, we have processed a refund for all transactions related to the Super+ membership. A total of $45 has been refunded to your original payment method. Please allow 3 to 5 business days for the funds to reflect in your account.
  
  If there are any more questions or if there's anything else I can assist you with, please don't hesitate to reach out. We're here to help ensure your experience moving forward is a positive one.
  
  Warm regards,
  Super.com Team