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:07/08/2025

  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 made a hotel reservation for one night, checking in May 24th and checking out on May 25th, in Indianapolis IN for $92.34. When I arrived at the hotel, it couldn't accomodate me and my family (wife and a 8yo kid). I contacted the customer service, and they told me that they would try to find another hotel. After one hour they called me saying that they couldn't find another hotel, and they would refund my $92.34 and me and my family were in the street in a city we didn't know. I took the matter on my own hands and found another hotel, which of course didn't cost the same price. It was 30 minutes away and I was charged $217.28 (understandable when making a same day reservation in the weekend of the Indy 500). So, at the end I had to solve the problem myself and do super.com job finding a different hotel, and now they don't want to refund me the whole amount I spent that night. They've refunded the $92.34, but I want them to refund me the other $124.94, making the total of $217.28. I sent them all the receipts and the invoice from the hotel I stayed with my family, but they are refusing to pay. Customer service is very bad, every time is a different person answering my emails and they don't look at the case history before doing that.

  

  Business Response

  Date: 07/10/2025

  Hi Jean,
  
  Thank you for sharing your experience with us. We understand the challenges you faced upon arrival in Indianapolis and how important it was to find suitable accommodations promptly.
  
  We want to assure you that we've escalated your case to ensure it's addressed thoroughly. Our support team has reached out via email with a resolution, and we're committed to making sure you're supported throughout this process.
  
  We appreciate your patience and understanding, and we're here to help ensure a fair outcome. If you have any further questions or need additional assistance, please feel free to reach out. We're here for you.
  
  Warm regards,
  Super.com Team

• Initial Complaint

  Date:07/08/2025

  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 $15.00 and not sure how they got my banking information. I haven't bought anything or subscribed to anything or gave them permission

  

  Business Response

  Date: 07/08/2025

  Hi Candace,
  
  Thank you for reaching out to us. We understand how crucial it is to have confidence and transparency when it comes to your financial transactions, and we're here to address your concerns.
  
  The Super+ membership is an optional subscription designed to provide valuable benefits, including exclusive travel discounts and cashback rewards. This membership requires the customer's consent to activate, and we understand your concern regarding how this charge appeared.
  
  I want to reassure you that your membership has been canceled to prevent any future charges. Additionally, a refund of $15 has been processed, and you should see the funds reflected in your original payment method within the next 3 to 5 business days.
  
  Please feel free to reach out if you have any more questions or require further assistance. We're here to help and ensure you have a positive experience moving forward.
  
  Warm regards,
  Super.com Team

• Initial Complaint

  Date:07/07/2025

  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 6/30/2025, a booking was made online for a one night stay. During checkin, I was told my service dogs weren't allowed and that they need to charge a ''pet fee". In any case, I wasn't able to check in nor did I stay there. I contacted super.com on 7/1/2025 to request a full refund as the situation wasn't my fault. I would like a full refund of $94.99 back onto my original form of payment.

  

  Business Response

  Date: 07/11/2025

  Dear Lisa,
  
  Thank you for reaching out and sharing your experience with us about your recent booking. We truly value your feedback and understand how important this matter is to you.
  
  We want you to know that we've escalated your case for a thorough review. We spoke directly with the hotel, and they noted the booking as a "no-show," which is why they haven't been able to approve a refund. We've also reached out to our travel partner to explore further options, but a refund hasn't been secured thus far.
  
  We understand this outcome may not align with your expectations. However, if you're able to obtain written confirmation from the hotel approving a refund, we'd be more than happy to revisit your case to see what we can do.
  
  If you have any further details to share or questions, please don’t hesitate to reach out. We're here to support and assist you in any way we can.
  
  Warm regards,
  Super.com Team

  Customer Answer

  Date: 07/11/2025

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

  I wasn't a no show, I was there in the office and so was my daughter. Regardless of what excuse they're giving super.com, I wasn't able to check in. I would like a full refund from super.com or directly from ***** ** Thank you.

  
  
  
  Sincerely,
  
  
  
  Lisa C****

  

  Business Response

  Date: 07/12/2025

  Dear Lisa 

  I hope this email finds you well.
  

  We wanted to share that the booking is finalized as initially arranged since it follows the property's set policies. These stipulations ensure a consistent and reliable service for all guests.
  

  Please understand that these guidelines are established by the property directly, and we adhere to them to provide the best possible experience. We appreciate your understanding in this matter.
  

  We are dedicated to assisting you further if needed, so please don't hesitate to reach out anytime. We're here to help!
  

  Warm regards,
  Super.com
  
  

  Customer Answer

  Date: 07/14/2025

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

   

  The property says to request a refund through super.com and you guys say the refund needs to be approved by the property. Bottom line is I book through super.com so the refund needs to be processed through your company. Whether you're reimbursed by ***** * is between you guys. I would like a full refund of $94.99 processed immediately back to my original form of payment. Thank you.

  
  
  
  Sincerely,
  
  
  
  Lisa C****

  

  Business Response

  Date: 07/15/2025

  Dear Lisa,
  
  Thank you for reaching out again and for your continued patience as we work through this together. We truly value your understanding and engagement.
  
  As we mentioned earlier, we've been coordinating with both the hotel and our travel partner to explore ways to assist with your request. While we haven't been able to receive the necessary approval for a refund at this moment, we recommend continuing to communicate with the hotel for any possible resolution they might offer.
  
  We recognize this might not be the outcome you were hoping for, but with this response, we're considering the case closed from our side. If there's anything else you'd like to discuss or explore, please feel free to reach out. We're here to support you and provide assistance where we can.
  
  Warm regards,
  Super.com Team

  Customer Answer

  Date: 07/15/2025

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

   

  Once again, the hotel isn't the one who would process the refund, it's super.com so the matter isn't closed on your end. Saying you've been in constant contact with the hotel is untrue so I would appreciate an immediate processing of the refund in full. Thank you.
  

  
  
  
  
  Sincerely,
  
  
  
  Lisa C****

• Initial Complaint

  Date:07/07/2025

  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 was charged 15 dollars from Super+.com on July 7th without having a single clue of how it happened. I called customer service and the agent told me that it could have happened just using other apps that are affiliated to it. This is not a good practice. They said they will be refunding my "payment" in the next 5 to 7 days but it is very frustrating that companies are hiding behind apps to grab your info and charge you money.

  

  Business Response

  Date: 07/08/2025

  Hi Carla,
  
  Thank you for reaching out and sharing your experience with us. We understand how important transparency is when it comes to managing your subscriptions and charges, and we're here to provide clarity.
  
  The Super+ membership is an optional subscription designed to offer valuable benefits like exclusive travel discounts and cashback rewards. It requires the customer's consent to activate, and we appreciate your feedback on how this process can seem unclear at times.
  
  I'm glad to inform you that your membership has been canceled to prevent any future charges. Additionally, the refund of $15 was processed on July 7th. You should see these funds reflected in your original payment method within the next 3 to 5 business days.
  
  Please know that we're committed to ensuring you have the best possible experience, and your feedback is invaluable to us. If there's anything more we can do or if you have any further questions, feel free to reach out. We're here to help in any way we can.
  
  Warm regards,
  Super.com Team

• Initial Complaint

  Date:07/07/2025

  Type:Sales and Advertising Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  November 16th 2024 was the only transaction that was authorized for Super.com. I never signed up for any membership. I only used this company once in my whole life. I found out just going through my finances that this company had been charging me $15.00 per month since November. I disputed the charges with my bank. The only had recovery rights for some of the charges despite them all being fraudulent charges. I logged a complaint with the merchant and spoke to a supervisor named “*******” and he canceled a membership that I never even signed up for. He escalated my issues to some team also told me that I should hear back from someone within 24 hrs. That time frame has passed & no corespondent has been received. I called again today and spoke to a “******” & he was completely negligent on providing any assistance what so ever. He didn’t even bother getting an email sent to me that was previously promised to me by the supervisor “*******”. I’ve read many complaints online what this company is automatically enrolling them into memberships they never signed up for. This seems like a common fraudulent practice done by this company. “******” toward the end of the call kept saying “you know what you know what” I asked them “what”? & he hung up on me. So my complaint also is against him as well. My call was 07/07/2025 at 4:07pm and lasted 28 mins. The call needs to be pulled and listened to so he can receive this disciplinary action.

  

  Business Response

  Date: 07/08/2025

  Hi Devin,
  
  Thank you for reaching out and letting us know about your experience. We truly value your patience and understanding as we work to address your concerns.
  
  The Super+ membership is an optional subscription designed to offer exciting travel discounts and cashback rewards. While it typically requires your consent to activate, we understand that sometimes the process might not be as clear as we intend.
  
  I’m pleased to let you know that we've canceled your membership and, as a gesture of goodwill, processed a refund for all related charges. Although subscription fees are generally non-refundable, we're happy to provide this exception to ensure you're at ease.
  
  Regarding your recent call with our team, we have taken steps to internally review and improve our service interactions going forward. Your feedback is invaluable in helping us create the best possible experience for everyone.
  
  If you have any other questions or need further assistance, please don't hesitate to reach out. We’re here to help and support you in any way we can.
  
  Warm regards,
  Super.com Team

• Initial Complaint

  Date:07/07/2025

  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 45, I had a confirmed hotel reservation, but upon arrival, I was informed that the hotel was completely booked, leaving me and my family stranded in ************* with no accommodations. Despite having a valid reservation, we were turned away, and I have since been treated as if I am at fault. I am requesting a full refund to my original form of payment and that the funds be returned to my bank account immediately.

  

  Business Response

  Date: 07/09/2025

  Hi ********,
  
  Thank you for reaching out and sharing your recent experience with us. We understand the importance of having reliable accommodations, especially when traveling with family, and we appreciate you bringing this to our attention.
  
  Please know that we have escalated this matter to ensure it is addressed appropriately. I'm pleased to confirm that the refund for your booking, reference number B_19673893, has been processed. You can expect the funds to reflect in your original payment method within the next 3 to 5 business days.
  
  We hope this resolution provides some peace of mind, and if there's anything further you need or any questions you'd like to discuss, please feel free to reach out. We're here to assist you.
  
  Warm regards,
  Super.com Team

• Initial Complaint

  Date:07/07/2025

  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 2 reservations for 2 different hotels-********** ******* back in 10/2024 and **** *** 06/29/25. Unfortunately none of this reservations met our expectations, mismatched descriptions as advertised by Super.com. Especially, the ***** ***** booking for October 2024 was a complete fraud and scam. This company charged for the entire package in full, promised no extra hidden charges and fees/taxes. I was told and confirmed that our package that we paid in full was all inclusive. However, after check out from ***** in Palm Springs I was hit by overcharges. Super.com company was unresponsive to our emails/calls. The second reservation with this company surprised us even more. The **** *** Resort/Hotel description was misadvertised and was too good to be true. As such online description mismatched to what we faced. Lower class Hotel, poor quality service, everyday same breakfast, no basic essentials and were denied even a bottle of water in our room. When asked for cancellation, we were referred to deal with Super.com. I demand to issue our full refund for the two reservations and for overcharging my credit card for the so called Membership of $15.00 monthly. This is insane, a complete bogus company.

  

  Business Response

  Date: 07/07/2025

  Hi Tamara, 
  
  Thanks for reaching out and sharing your experience. We’re here to help clarify what happened and take a closer look at the charges and concerns related to both of your hotel stays.
  
  When booking through Super.com, the total price at checkout includes all applicable taxes and fees for the room stay. However, some hotels — including ***** properties — may charge mandatory onsite fees like resort charges or security deposits. These are managed directly by the hotel and are listed in the "About" section of the hotel page when available. While we do our best to present all relevant information clearly, we also recommend checking directly with the hotel to confirm any additional charges or policies before your stay.
  
  In terms of your stay at **** ***, Super.com facilitates the booking process, but the hotel is responsible for the upkeep of their property, service standards, and amenities. If you have receipts or invoices from either of these hotels reflecting unexpected charges or discrepancies, we’d be happy to review them further and confirm that everything was processed correctly on our end.
  
  Regarding the Super+ membership, it looks like you opted in for a trial when booking your stay at **** ***, which then unlocked our best available rate and earned you $53 in cash back. If you’d prefer not to continue with the membership, we can absolutely cancel that for you — but we’d love for you to stay and take advantage of your travel credits, which are still available for future use.
  
  We appreciate you giving Super.com a try and are here to help if you’d like to send over any hotel documentation. We’ll make sure everything is thoroughly reviewed.
  
  Best regards, 
  Super.com Team
  

• Initial Complaint

  Date:07/06/2025

  Type:Sales and Advertising Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  On July 4th 2025, I had $30 deducted from my ***** account paid to Super+Super.com. I had no idea who they are. I contacted ***** and they had to shut down my card and mail me a new card
  . I have never signed up with Super.com before. It really put me in a bad spot because I was out of town and stopped for gas, That's when I found out that I had no $ on my ***** card. Not all people have access to all kinds of credit cards and cash. Some people live on a fixed income and $30 may not seem like much. But when it's all you had andstuck out of town it's pretty upsetting.

  

  Business Response

  Date: 07/07/2025

  Hi Rhonda,
  
  Thank you for bringing this to our attention. We genuinely understand the impact this situation has had, especially during a time when you were out of town. We appreciate your patience as we work to resolve this matter for you.
  
  The Super+ membership is an optional subscription designed to offer valuable benefits, including exclusive travel discounts and cashback rewards. It's important to us that this service aligns with your needs and interests, and we're here to ensure that no unwanted charges occur.
  
  We've located your membership details and have canceled it to prevent any future charges. As a one-time exception, we have refunded all charges totaling $30 to your original payment method. You can expect the funds to be available within the next 3 to 5 business days.
  
  We value your feedback and are committed to ensuring a better experience moving forward. If you have any further questions or need assistance, please feel free to contact us.
  
  Warm regards,
  Super.com Team

• Initial Complaint

  Date:07/06/2025

  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.

  Downloaded the super.com app. The app mentioned that people could get a cash advance for Super+ members. Downloaded the app and became a Super+ member. The cash advance option couldnt be found. Asked their AI support and was still unable to locate the option for a cash advance. The app is purposely confusing and busy making something as simple as clicking for a cash advance tedious and excessive.
  
  My issue is if this cash advance option is one of the main advertisement points for this app, then why is almost impossible to actually find it on the app. False advertisement.

  

  Business Response

  Date: 07/07/2025

  Hi Jonathan,
  
  Thank you so much for reaching out and sharing your experience with us. We completely understand how important it is to easily access the benefits you joined for, and I'm here to help you navigate the process of obtaining a cash advance as a Super+ member.
  
  Once you're ready to access this feature, make sure your Super+ membership is active, as cash advances are exclusive to our valued members. Within the Super.com app or website, head over to the Wallet tab found in the main menu. There, you'll find the "Cash Advance" option waiting for you.
  
  To continue, you'll need to link both a bank account with regular deposits and a debit card that isn't issued by Super.com. After everything is verified, you'll see what amount you're eligible for. Choose your preferred advance amount, select where you'd like the funds to go – either your Super.com Deposit Account or another account of your choice – and finally, tap "Get My Advance." Before you know it, the funds will be heading your way.
  
  We truly appreciate your patience and understanding, Jonathan, and we're committed to making sure you have a great experience with our app. If there's anything else you need or more questions you have, please feel free to reach out. We're here to help!
  
  Warm regards,
  Super.com Team

• Initial Complaint

  Date:07/06/2025

  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 won't refund my money for two hotel reservations that I never checked in to in Merced ca. Even though I paid them for refund protection so that if something did happen I would be able to get my money back

  

  Business Response

  Date: 07/11/2025

  Dear *****,
  
  Thank you for reaching out to us regarding your hotel reservations in ******, **. We appreciate your feedback and want to assist you with your concerns.
  
  You opted for an enhanced refund option as part of your booking, which is an additional feature crafted to offer refunds under specific approved situations, like medical emergencies, natural disasters, or flight cancellations. You can find the terms and conditions for this add-on via the link in your confirmation email. To proceed with a refund, it is necessary to initiate the process directly with the enhanced refund provider and provide the requisite documentation as outlined in their terms.
  
  We have also escalated the case for both of your bookings, B_19547896 and B_19512054, and reached out to both hotels. However, the hotels have not granted approval for a refund at this stage. We understand this may not be the resolution you were hoping for. Nevertheless, with written documentation from the hotel approving a refund, we would be more than willing to revisit your case.
  
  If there's anything further you need or questions you have, please don't hesitate to reach out. We're here to help in any way we can.
  
  Warm regards,
  Super.com Team