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:09/02/2025

  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.

  This scammy company charged me for "refund protection" when i booked a hotel at the End of August. I honestly didn't click it but the confirmation said I did, which is unbelievable. I asked them several times to take it off and they wouldn't, saying "its baked into the booking".
  
  Then, get this, I actually needed to use the refund protection I didn't want, and their "Refund Claim Form" took forever to fill out, purposely difficult. Then when I was finally done, they claimed I needed a medical note from a doctor to receive the partial refund! I was in Canada and wasn't going to go to a doctor north of the border! The hotel themselves said they would refund me the last night but i booked through a third party (super.com) I will never book with super.com ever again.

  

  Business Response

  Date: 09/09/2025

  Hi ******,
  
  Thank you for reaching out to Super.com and sharing your experience. We appreciate your feedback and the opportunity to address your matter.
  
  We have escalated your case to our internal support team, and we're pleased to let you know that a partial refund for your recent reservation ********** has been processed. An amount of $220.42 USD has been issued to your original payment method, and you should see it in your account within 3–5 business days, depending on your bank.
  
  Your satisfaction is important to us, and we're here to make sure your experience with Super.com is positive and rewarding. If you have any further questions or need additional assistance, please feel free to reach out.
  
  Warm regards,
  Super.com Team

  Customer Answer

  Date: 09/10/2025

  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:09/02/2025

  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.

  Super.com signed me up for a subscription I didnt know about. They have been fraudulently taking monies from my account. The vendor stated it's automatic when you get you hotel though their website at the discount rate. I asked for a refund because I didnt request a sign up. I was denied.

  

  Business Response

  Date: 09/03/2025

  Dear *******,
  
  Thank you for reaching out and sharing your experience with us. I understand how important it is for you to have clarity around transactions and memberships, and I'm here to assist in addressing your concerns.
  
  The Super+ membership is designed to offer a variety of benefits, including discounted rates, cashback on travel, cash advances, and other earning opportunities. It looks like you signed up for our Super+ membership when booking through Super.com, which ensured you locked in the best available rate. This membership is entirely optional and is confirmed during checkout.
  
  We have reviewed your membership and can confirm that it has been cancelled to prevent any future charges. While Super+ membership fees are typically non-refundable, we have made a one-time exception and processed a refund of $45 to your original payment method. You should see this reflected in your account within the next 3 to 5 business days.
  
  I appreciate your patience and understanding, and if there are any more questions or if you need further assistance, please don’t hesitate to reach out. We're here to help.
  
  Warm regards,
  Super.com Team

• Initial Complaint

  Date:09/02/2025

  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.

  7/19/25-7/20/25 $106 Super.com cheap rates for hotels/motels. issue was never resolved and I feel robbed, wound up sleeping in my rental car.Called many times and was hung up on for a ********* was advertised on ****** when searching for better rates for hotels/motels.Never checked in because the hotel I had chosen doesnt recognize this company, when I called the company to let them know the same night that I wanted my refund so that I can get a different hotel/motelthey refuse to give me a refund because I refuse to pay extra money for their subscription to get a refund instead they wanted to give me credit.I had to go back to the hotel that I booked through this company and see if they can cancel it from their side, but theytold me that it was through Experian contacted Experian. They have no evidence of my booking had to call back the company again and all they telling me is that the hotel has to cancel it, but the hotel is not able to cancel it because its through another third-party so basically I was put through a runaround, lost out onmy money and had to sleep in my rental car in a very bad neighborhood when I contacted them again to try and resolve this, the lady on the phone said she would do her best and in the end she hung up onme. I never heard back from them. I never received emails and every time I call I get hung up on.

  

  Business Response

  Date: 09/02/2025

  Dear *****,
  
  Thank you for reaching out and sharing your experience with us. We understanding how important it is for reservations to be honored.
  
  It seems that you have initiated a chargeback with your bank regarding this transaction. In such cases, the process is managed directly between your bank and our team. We are actively assisting your bank by providing the necessary documentation to facilitate a smooth resolution.
  
  We recommend staying in contact with your bank for updates about your case, as they are overseeing the resolution. If you have any questions about the enhanced refund terms or need guidance on the process, please feel free to reach out. Were here to assist you.
  
  We truly appreciate your understanding and hope this information helps clarify the situation. If there is anything more we can do to help, please don't hesitate to let us know.
  
  Warm regards,
  Super.com Team

• Initial Complaint

  Date:09/02/2025

  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.

  9/2/2025
  
  Booked hotel and was set up through a trial for the membership. Reach out to customer service to cancel. Very misleading, cashback isn’t redeemable and when try to cancel upsell for additional membership.

  

  Business Response

  Date: 09/02/2025

  Dear ****,
  
  Thank you for reaching out and sharing your concerns with us. I understand how important it is to have clarity around subscriptions and membership benefits, and I'm here to assist you.
  
  Regarding your Super+ membership, I want to clarify that the membership fee is non-refundable, as the subscription is optional and provides various benefits to enhance your experience with Super.com.
  
  To help you understand the cash advance feature, I’d like to share the following information: To qualify for an advance, you'll need an active Super+ membership, as it’s available to full members (trial memberships aren’t eligible). Additionally, you'll need a linked external bank account with a positive balance and recurring direct deposits, along with an active debit card that isn’t issued by Super.com and hasn’t had any recent chargebacks. If you don’t qualify immediately, you can always try again later with the same or a different account.
  
  We understand this may not be the resolution you were hoping for, and while this is our final response, we consider this case closed from our side. If you have any additional questions or need assistance, please feel free to reach out. We're here to support you.
  
  Warm regards,
  Super.com Team

  Customer Answer

  Date: 09/02/2025

  Very misleading, they post fake reviews on the app, please read recent posts and reviews. You go to book and hotel and they mislead you with membership. Like who purpose to book a hotel stay not sign up for some memberships. Just base on the response you can see how they find ways to make it hard to access anything. Also if you’re subscribed through app, you can’t just do it on app Store, but rather internal or call in. 

  
  
  Complaint: ********
  
  
  
  I am rejecting this response because:
  
  
  
  Sincerely,
  
  
  
  **** ****

  

  Business Response

  Date: 09/03/2025

  Dear ****,
  
  Thank you for your follow-up email and for sharing your thoughts with us. Your feedback is invaluable, and I appreciate your perspective on the need for clarity and transparency in our services.
  
  We genuinely understand your viewpoints regarding the Super+ membership and our communication process. We aim to offer a service that is both enriching and straightforward, and your insights are instrumental in helping us improve continuously. Our commitment is to ensure our services are user-friendly and accessible to everyone.
  
  While this may not be the resolution you were hoping for, we have shared all relevant details, and this will be our final response. We are considering this matter closed from our side.
  
  If you have any future questions or require further assistance, please don't hesitate to reach out. Thank you for your understanding.
  
  Warm regards,
  Super.com Team

  Customer Answer

  Date: 09/05/2025

  
  
  Complaint: ********
  
  
  
  I am rejecting this response because:

  still unresolved, they still charged my card for the membership. BBB and people need to see how fraudulent this company is. They even put supercut.com as their website and an almost impossible phone number to reach out to. I thought it was a travel agency? See photo and check for yourself. This way I want to let people And warns other of how they go through ways to scam you the $15. At this point it’s more of a principle.

  
  
  
  Sincerely,
  
  
  
  **** ****

• Initial Complaint

  Date:09/02/2025

  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.

  Super.com emailed me about a refund several times after calling customer service times. Super.com claims that the issue lies with ****** credit. I asked super.com to provide me with the transaction number of the refund. They said there was none. That is the most ridiculous answer. However, when I called ****** credit they say that super.com has never issued my refund. Going back-and-forth is exhausting. I simply want my refund. I would not trust this company. All credit card transaction should have a transaction number.

  

  Business Response

  Date: 09/02/2025

  Dear *******,
  
  Thank you for reaching out and sharing your concerns with us. I understand how navigating these situations can be, and I'm here to provide some clarity.
  
  We've thoroughly reviewed your case and can confirm that a refund request has been made. However, because the chargeback status currently shows as "disputed," we are unable to proceed with the refund at this moment. Once the chargeback is closed, we will be fully prepared to process your refund accordingly.
  
  Once a chargeback is initiated, it is directly managed between ****** and our team. During this time, we are actively working with ****** by providing the necessary documentation, but we are unable to make any further changes or updates to your reservation while the chargeback process is underway.
  
  I recommend following up with ****** for updates on the status of your case, as they are overseeing the resolution. If you have any further questions about the enhanced refund terms or need assistance with the process, please feel free to reach out. We're here to assist you.
  
  We truly appreciate your patience and understanding, and I hope this information helps clarify the situation. If there's anything more we can do to help, please don't hesitate to let us know.
  
  Warm regards,
  Super.com Team

• Initial Complaint

  Date:09/01/2025

  Type:Sales and Advertising 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 for the first time using super.com so I had a place to stay in *********** on my road trip back to **** for school. I accidentally subscribed to a membership without understanding how it worked. I have now cancelled the membership and was told I cannot receive a refund. I was also told that since I cancelled the account, the 12$ credit that I apparently had is not able to be used. I didnt use any of the membership benefits and would really appreciate a refund. I am a student going to school and a refund would be very helpful. Again, I did not use the membership at all for the few days that I was unaware I had it.

  

  Business Response

  Date: 09/02/2025

  Dear Jacee,
  
  Thank you for reaching out and sharing your situation with us. I understand how important it is to have clarity around subscriptions, and I appreciate the opportunity to assist you.
  
  The Super+ membership is designed to provide added benefits, such as discounts and cashback opportunities, to enhance your experience with Super.com. I understand that you did not intend to subscribe to the membership, and I want to assure you that we have taken steps to cancel it.
  
  While Super+ membership fees are typically non-refundable, we have made a one-time exception and processed a refund of $15 to your original payment method. You should see this reflected in your account within the next 3 to 5 business days.
  
  We value your feedback and are here to ensure your experience with us is positive. If you have any further questions or need assistance, please feel free to reach out. Were here to support you.
  
  Warm regards,
  Super.com Team

  Customer Answer

  Date: 09/02/2025

  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:09/01/2025

  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 started a Super + membership in mid May, but canceled it on July 18th, after my trial ended. Then on July 27th, I logged back into my account solely to use my old earnings I accumulated, from my booking in May/June, with no intention of reactivating my membership. However, the app did reactivate my membership. I didn't see anywhere that it was going to activate my account to do this. So I was unconsciously charged ***** dollars for 2 monthly memberships on August 1st and September 1st. I noticed these charges today and called Super customer service. A customer service representative explained I had benefited from the first ***** charge, so I can accept that charge. However, I have received no benefits from the ***** charged on September 1st, so I requested a refund. They informed me they were unable to accommodate this. As it was a sneaky checkout tactic that got me to reactivate my account I believe I should be refunded for the second ***** charge. Especially as I received no email informing me of my membership or recurring charges. The customer service representative tried to tell me I would have access for another month, but I won't use it and I dont want it. I can lose access to the membership today. I just want my ***** refunded.

  

  Business Response

  Date: 09/01/2025

  Dear ******,
  
  Thank you for reaching out and sharing your experience with us. I completely understand your concerns regarding the reactivation of your Super+ membership, and I appreciate your patience as we work to resolve this for you.
  
  After reviewing your account, I can confirm that we have processed a refund for the $15 charge made for September. This amount has been refunded to your original payment method and should reflect in your account within the next 3 to 5 business days.
  
  Your feedback is invaluable to us as we strive to provide a transparent and positive experience for all our customers. If you have any additional questions or need further assistance, please don't hesitate to reach out. We're here to ensure your satisfaction and support you in any way we can.
  
  Warm regards,
  Super.com Team

  Customer Answer

  Date: 09/02/2025

  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:09/01/2025

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I booked a room with super.com, I paid for the upgraded refund policy but they refuse honor it. The refund request is well within their time frame they allow. I booked with a credit card, on the refund request they make you input your checking and routing number. Which I found odd since I paid with a **. I called support. And they said I booked am "in house refund" and they cannot refund me. They said they need proof of why I am canceling and my bank account information (which was never used in the first place) this company is a scam.

  

  Business Response

  Date: 09/01/2025

  Dear *******,
  
  Thank you for reaching out and sharing your concerns with us. I understand how important it is to have clarity on the refund process, especially when you have opted for an upgraded policy.
  
  Our bookings are generally non-refundable and non-amendable, which allows us to offer the best possible rates. However, your purchase of the enhanced refund option is an add-on feature specifically designed to provide refunds under certain approved situations, such as medical emergencies, natural disasters, or flight cancellations. The terms and conditions for this option can be found in the link provided in your confirmation email.
  
  To proceed with a refund under this enhanced option, you would need to work directly with the enhanced refund provider and provide the necessary documentation as outlined in their terms. This process helps ensure the claim aligns with the specific conditions covered by the policy.
  
  We genuinely appreciate your feedback and are here to assist you through any steps necessary for clarity or guidance. Please feel free to reach out if you have further questions or need additional support.
  
  Warm regards,
  Super.com Team

• Initial Complaint

  Date:08/31/2025

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I booked a hotel through super.com. When I stayed at the hotel my pillowcase from home was taken by the staff. The hotel reimbursed me but would only credit super.com since I booked through them. I have contacted super.com and provided the invoice showing the credit directly from the hotel. They have kept my money and Not credited it back to me. I have contacted them with no response.

  

  Business Response

  Date: 09/02/2025

  Dear Deb,
  
  Thank you for reaching out and sharing your experience with us. I completely understand your concern, and we appreciate your patience as we work to resolve this matter for you.
  
  I want to assure you that we have escalated this issue for further review. I'm pleased to let you know that we have processed the $25 payment to your original payment method. You should see the funds reflected in your account within the next 3 to 5 business days.
  
  If you have any more questions or need further assistance, please don't hesitate to reach out. We're here to support you and ensure your experience with us is positive.
  
  Warm regards,
  Super.com Team

• Initial Complaint

  Date:08/31/2025

  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 hotel Courtyard by ************************ using super.com site.I also purchased enhanced cancellation policy in case I need to cancel last ********* booking was for September 1 - September 3. I needed to cancel this reservation on August 31.. I wasnt able to cancel it online and called super.com, where I was told to call hotel directly. Of course, hotel said that they have nothing to do with the booking, as I booked it through third party. When I called super.com again, they redirected me to the ******** understanding is that, because I booked through super.com, they are obligated to take care of the issue. Very disappointed.

  

  Business Response

  Date: 09/01/2025

  Dear ******,
  
  Thank you for reaching out and sharing your experience with us. We understand your frustration and appreciate the opportunity to assist you.
  
  As a third-party booking platform, Super.com is responsible for facilitating your reservation, while the hotel manages the approval for any cancellations. Our bookings are generally non-refundable and non-amendable, allowing us to offer the best possible rates to our customers.
  
  Regarding the enhanced refund option you purchased, this add-on feature is designed to offer refunds under specific approved situations, such as medical emergencies, natural disasters, or flight cancellations. The terms and conditions for this option can be found in the link provided in your confirmation email.
  
  To proceed with a refund under this enhanced refund option, you would need to initiate the process directly with the enhanced refund provider and submit the required proof as outlined in their terms. This enables you to explore the possibility of a refund for circumstances that align with their policy.
  
  We understand that this process may feel a bit complex, and we're here to support you throughout. If there's anything more we can do or if you have further questions, please don't hesitate to reach out. Your satisfaction and peace of mind are important to us, and we'll do our best to assist you.
  
  Warm regards,
  Super.com Team