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:06/30/2025

  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.

  Attempting to book a hotel stay, I clicked continue to process the payment the system had an error and didn't process. After clicking continue again it confirmed my stay and upon checking my email for details, the wrong dates were booked. Calling Super.com to modify the dates they directed me back to the hotel for the modification and the hotel was unable to because it's a 3rd party booking. The hotel reservation directed me back to Expedia because of how it showed in their system. Directed to Expedia to do the modification and Expedia didn't have any of my details or booking. Called Super.com again and they finally helped by sending me an email which I had to forward to someone at the front desk of the hotel to fill out and then send back to Super.com. Super.com answered the phone after 2 hours of waiting to say they didn't have the email, which you have to call them regardless for them to proceed with a refund regardless of receiving the email or not. I resent the email 3 times even with a screenshot. After the agent said I would still need to wait on hold for 10 minutes for them to call the hotel back to confirm. After confirming they opted for "credit" instead of providing my refund back to my card. The agent said there was no available supervisor and refused to put me through to any manager. The agent wasn't explaining how I was to receive my credit and wanted me to download the Super.com app. All 2 days of very exhausting and tedious tasks to complete all because of their online system. I have yet to receive my credit and getting a hold of someone who would help is near impossible. They have a very good system in place for these scams they're pulling. From the very moment you use their booking system, they're hooking people with false bookings and if it's non refundable they are creating a diversion away from their site and putting it on the hotels to fix it. All the runaround just to be in position to provide a "credit" & have customers download an app. ****

  

  Business Response

  Date: 07/02/2025

  Dear Zaimary,
  
  Thank you for reaching out and sharing your experience with us. We understand the importance of a smooth booking process, and we genuinely appreciate your patience throughout this journey.
  
  We're delighted to let you know that we've taken the necessary steps to address your situation. We have been able to reverse the credit to your account and process a refund of $93.98 to your original payment method. You should see this amount in your account within the next 35 business days, depending on your bank's processing.
  
  At Super.com, we aim to offer the best possible prices, and that's why our bookings are typically non-refundable and non-amendable. This allows us to pass on these valuable savings to our customers. We understand this can occasionally lead to challenges, and we're committed to improving our processes to enhance your experience.
  
  If you have any further questions or need additional assistance, please feel free to reach out. We're here to ensure your future interactions with us are more enjoyable and efficient.
  
  Warm regards,
  Super.com Team

• Initial Complaint

  Date:06/30/2025

  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 am writing to formally complaint against Super.com regarding unauthorized monthly charges to my account.Since October 28, 2024, I have been charged $15 USD per month for what is described as a "membership." I was completely unaware that I had signed up for any type of recurring service. These charges began following a hotel booking, and at no point during that transaction was it made clear that I was enrolling in a paid membership.I did not knowingly consent to this subscription, nor did I receive any billing reminders or confirmations outlining the nature of these charges. The way this service was presentedif at allwas extremely misleading, and I only discovered the ongoing charges after reviewing my bank statements.I wanted to request a full refund of all charges made to my account since October 28, 2024 (total 135 USD), and that my account be permanently removed from this so-called membership program. The cancelation was possible but not the refund... This practice feels deceptive and truly lacks transparency, and I believe other consumers should be made aware.

  

  Business Response

  Date: 07/02/2025

  Hi *****,

  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, the 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 offers benefits like cashback, exclusive discounts, and additional travel perks.

  We understand your concerns about the charges, and as a one-time exception, we have escalated this matter and successfully canceled the membership and processed a refund for $135 covering 9 months of membership fees. We're here to assist if you have any further questions or need support.

  Warm regards,
  Super.com Team

• Initial Complaint

  Date:06/30/2025

  Type:Delivery Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  in the middle of the night i was was charged by super.com *****. i did not order a super plus membership. upon calling them they said it was non refundable. and furthermore, online this has happened to 1000's of consumers.

  

  Business Response

  Date: 07/01/2025

  Hello ****,
  

  Thank you so much for reaching out to us and letting us know about your experience.
  

  We understand how important it is for charges to be clear and intended, which is why I want to address the $15.99 charge related to our Super Plus membership. This membership is designed to offer exclusive deals and benefits. However, clarity and intent are our priorities.
  

  Im happy to let you know that your membership was canceled as of 2025-06-30. As a gesture of goodwill, we're issuing you a refund of $30. You should see this reflected in your account within the next 5-7 business days.
  

  Your feedback helps us enhance our services, and we truly appreciate the opportunity to assist you further. Please feel free to reach out if theres anything else we can do for you.
  

  Warm regards,
  Super.com

• Initial Complaint

  Date:06/30/2025

  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.

  In the app I set the correct date for July 3rd to the 4th for the booking date but when I click submit it changed the dates to July 2nd to 3rd as a default and that's the wrong date that I needed for this room I tried to call the actual hotel to get them to change the date they could not change it then I tried to contact the website that I booked it on and they won't change it either and they won't refund the money.

  

  Business Response

  Date: 07/02/2025

  Hi Tremayne,
  
  Thank you for reaching out and letting us know about the issue with your booking dates. We understand how essential it is for your plans to go smoothly.
  
  After reviewing your situation, we've escalated your concerns and reached out directly to the hotel. I'm happy to report that we were able to secure a complimentary cancellation for your reservation. As a result, we've processed a refund to your original payment method, and you can expect the funds to reflect in your account within the next 3–5 business days.
  
  We appreciate your patience and understanding, and we're here if you need any further assistance.
  
  Warm regards,
  Super.com Team

  Customer Answer

  Date: 07/02/2025

  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,
  
  
  
  Tremayne W*****

• Initial Complaint

  Date:06/29/2025

  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.

  On June 24 2025 I reserved a room from super.com and I paid a higher amount in case of needing to refund and or cancel the service I filled out a refund form that they provided and gave them evidence of my purchase they told me via email that they wanted a reason why and evidence of that reason which was a family emergency with my spouse I don't believe I should have to tell them my personal business let alone provide evidence when I simply paid for a service I didn't receive and I cancelled within a hour of ordering the service they keep giving me the run around via email

  

  Business Response

  Date: 06/30/2025

  Hi Clay,
  
  Thank you for sharing your concern with us. We appreciate your proactive approach and understand the importance of resolving this matter.
  
  Your situation has been escalated for a thorough review. Upon contacting the hotel, we have not been able to secure a free-of-charge cancellation for your reservation. Rest assured, we are currently reaching out to our travel partner to seek additional assistance and find the best possible solution for you.
  
  Our support team is committed to keeping you informed and will provide you with a follow-up as soon as we have more information.
  
  Thank you for your patience and cooperation in this matter. If you have any more questions or require further assistance, feel free to reach out.
  
  Warm regards,
  Super.com Team

• Initial Complaint

  Date:06/29/2025

  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.

  Super.com enrolled me in a super+ membership with a $15 monthly charge without my consent. I booked a hotel room through them in Jan 25 and have unknowingly been charged since then and just caught it on my credit card transactions. I cannot get through to a representative on their customer service number. I am expecting a refund for $90 but cannot get ahold of anyone to speak to.

  

  Business Response

  Date: 06/30/2025

  Hi Sara,
  
  Thank you for reaching out to us and sharing your concerns. We truly appreciate your patience and are here to help!
  
  The Super+ membership is an optional subscription designed to offer valuable perks, such as 10% cashback on hotel bookings and other exclusive savings. Enrollment in this membership requires direct authorization during the booking process to ensure it is activated with your consent.
  
  To address your concern, we have reviewed your account and taken care of canceling the membership for you. Additionally, as a one-time exception, we have processed a refund for all charges related to the subscription. A total of $90 has been refunded to your original payment method. Please allow a few business days for the refund to reflect on your statement, depending on your bank's processing time.
  
  We're here if you have any further questions or need assistance, and we look forward to ensuring a great experience with Super.com.
  
  Warm regards,
  Super.com Team

  Customer Answer

  Date: 06/30/2025

  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,
  
  
  
  Sara C******** ******

• Initial Complaint

  Date:06/29/2025

  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 June 18, 2025, I contacted Super.com regarding a booking discrepancy for Gravity Haus in ************, ** (Booking Ref: B_18163126). I booked and paid for a Queen Room with Two Queen **** Disability Access through Super.com, but upon arrival, the hotel only had a reservation for an *** ***** + Twin room. This was a downgrade from what I paid for and caused inconvenience during our stay.On June 19, 2025, Super.com acknowledged that my booking did indeed show Queen Room with Two Queen **** Disability Access and stated they would follow up with their travel partners. However, I did not receive any further update.On June 25, 2025, I sent a follow-up email requesting a resolution within 48 hours, explaining that I would escalate the matter if I did not receive a response. As of June 29, 2025, I have not received any further reply from Super.com.This lack of follow-through and accountability is unacceptable.

  

  Business Response

  Date: 07/05/2025

  Hi *****,
  
  Thank you for reaching out and sharing your experience with us. We completely understand how vital it is to receive accurate accommodations, and we deeply appreciate your patience as we address this concern.
  
  We want to assure you that your case is being actively reviewed. We are in discussion with our travel partner to achieve the best possible resolution regarding the booking discrepancy for Gravity Haus in ************, ** (Booking Ref: B_18163126).
  
  Once we have reached a resolution, our support team will promptly provide you with a follow-up to keep you informed on the outcome. Your feedback is incredibly important, and we're committed to ensuring that your issue is addressed properly.
  
  Thank you for your understanding and patience as we work through this. Please feel free to reach out if there's anything more you'd like to discuss in the meantime.
  
  Warm regards,
  Super.com Team

  Customer Answer

  Date: 07/07/2025

   
  Complaint: 23533980
  
  I am rejecting this response because:your response did not provide a resolution or refund for the booking discrepancy, only a promise to review the issue. I am rejecting this response and request a clear resolution, including a partial refund or compensation for the downgraded room provided, within the next 7 business days. Thank you.
  
  Sincerely,
  
  ***** *****

  

  Business Response

  Date: 07/11/2025

  Dear *****,
  
  Thank you for your follow-up email and for clearly expressing your concerns regarding the booking discrepancy and the room downgrade you experienced.
  
  We understand the importance of this matter to you, and we're committed to working diligently towards a resolution. We're actively collaborating with our travel partner to ensure we find the best possible solution for your situation.
  
  Please be assured that our support team is deeply involved in this process, and we will provide you with a follow-up email as soon as we have an update on the outcome.
  
  We appreciate your patience and understanding. If there is anything else you need or additional details you would like to share, feel free to reach out.
  
  Warm regards,
  Super.com Team

• Initial Complaint

  Date:06/28/2025

  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.

  Hello, I tried to resolve this with Super Plus Support Team and was sent to someone for Hotel/Booking which I have no involvement with. I signed up for a subscription I believe accidentally or mistakenly when I ordered from a restaurant under **********. I realized I couldn't afford the subscription and canceled it but I already have a charge of 15.00 dollars on my account that was not to come out until June 30th apparently.
  
  I never used the service and chose to forfeit the cash back they offered and canceled the subscription, and it said I am losing the rest of days of service and the cashback (understandable.). I had 29 days left of service, and since that is the case and I never used the service or any benefits; I am requesting a refund. Thank you for your time.

  

  Business Response

  Date: 06/30/2025

  Hi Katelyn,
  
  Thank you for reaching out and sharing your situation with us. We understand how important it is to manage subscriptions effectively, and we're here to help.
  
  The Super+ membership is an optional subscription designed to offer exclusive benefits and savings, tailored to enhance your experience. We appreciate your proactive approach in canceling the subscription once you realized it wasn't suitable for your needs.
  
  I want to let you know that the membership has been canceled, and as a one-time exception, we've processed a refund for the $15 charge. You can expect to see this reflected in your original payment method within the next 3 to 5 business days.
  
  Thank you for your understanding, and if there’s anything more we can do or if you have further questions, please feel free to reach out.
  
  Warm regards,
  Super.com Team

  Customer Answer

  Date: 06/30/2025

  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,
  
  
  
  Katelyn M*******

• Initial Complaint

  Date:06/28/2025

  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 room through Super.com and on arrival at the hotel there was no room available. I contacted Super.com and was informed that the reservation was non-refundable.

  

  Business Response

  Date: 07/09/2025

  Hi ******,
  
  Thank you for bringing this matter to our attention. We understand the importance of having everything in place upon your arrival, and we truly appreciate your patience as we work to resolve this for you.
  
  We've escalated your case for a thorough review and are actively communicating with our travel partner to secure the best possible solution for you. Please rest assured that we're dedicated to addressing your situation promptly and effectively.
  
  We'll send you a follow-up email with updates as soon as we have further information. Your patience and understanding are greatly appreciated during this time.
  
  If there's anything more you need in the meantime, please feel free to reach out. We're here to help and support you.
  
  Warm regards,
  Super.com Team

• Initial Complaint

  Date:06/28/2025

  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've recieved an urgent fraud message from my bank with regards to a charge of $15.00 from your company. I haven't made any purchases or signed up for any subscription service. Please could you explain why I have been charged, promptly refund my money and remove all of my payment details from your system. As I am given no choice but to check for consent of giving my personal information to file a complain, I'll do so. But I do not authorize you to sell or share my personal information. Regards.

  

  Business Response

  Date: 06/28/2025

  Hi ****,
  
  Thanks for reaching out to us about the charge from our company. We understand this can be concerning, and we're here to help.
  
  Our Super+ membership is an optional subscription that offers discounts on hotel reservations and other perks. To activate the membership, customers need to provide their consent. We've reviewed our records and noticed that you recently stayed at The ****************, which might be when you opted in for the membership.
  
  We've taken immediate action to cancel your Super+ membership to prevent any future charges. As a one-time exception, we've also processed a refund for the $15 charge.
  
  Regarding your personal data, we respect your wishes and want to assure you that we'll handle your information according to our policies.
  
  If you have any further questions or concerns, please don't hesitate to reach out. We're here to help.
  
  Best regards,
  Super.com Team

  Customer Answer

  Date: 06/28/2025

  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,
  
  **** ********