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:06/26/2025

  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.

  I had $15 taken out of my account on June ******* from Super+. I never signed up for this. I need a refund. If no refund I will file legal paperwork for much more than $15. I need the refund within 30 days.

  

  Business Response

  Date: 06/26/2025

  Hi David 
  
  Thanks for reaching out to us. Your Super+ membership has been successfully cancelled, and weve processed your refund of $15. You should see the amount reflected in your account shortly.
  
  We know things didnt go as smoothly as we hoped. Weve received your feedback, and our Customer Success team is currently looking into the issue. Your insights really help us improve, and were on it to make things better.
  
  Warm regards,
  Super.com

• Initial Complaint

  Date:06/26/2025

  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.

  (Detailed in the attached letter. Please read.) To The Respected Team at Better Business Bureau:I am filing this formal complaint against Super.com due to a fraudulent hotel reservation incident that occurred during my family's recent trip to *************. Their actions caused significant financial loss, emotional distress, and left my family-including young children-stranded for several hours without a hotel room.Background and Booking Details:On May 13, 2025: I used Super.com (formerly known as SnapTravel) to book two hotel rooms at the *********************************** for the night of June 19, 2025. I booked:- 1 ************* ($216.97) (Super.com booking B_18570067)- 1 Double Bed Room ($239.97) (Super.com booking B_18570191)The reservation was paid in full using my credit card, and I immediately received confirmation from Super.com stating that both rooms were successfully reserved. Attached to this complaint are the confirmation vouchers sent by Super.com. In addition, I proactively contacted the *********** directly a few days after booking to verify my reservation. The hotel staff confirmed both rooms were reserved, and even provided me with the official hotel confirmation numbers.Incident at Check-In:Upon arriving at the *********************************** on June 19, 2025, I was informed at the front desk that only one room (the King bed) had been booked. The second room (the Double bed) had been cancelled by Super.com several days prior, and the hotel had issued a chargeback to Super.com's account at their request. This cancellation was never communicated to me by Super.com. I did not authorize any cancellation, nor did I receive any notice or refund from them.(Complaint is continued in the attached formal letter.)

  

  Business Response

  Date: 07/05/2025

  Hi *************,
  
  Thank you for reaching out to us and for your detailed explanation of the situation. We genuinely understand the impact this experience has had on you and your family, and we are committed to addressing your concerns promptly.
  
  We have escalated this matter and are actively working with our travel partner to find the best resolution for both of your bookings. Your patience and understanding during this process are greatly appreciated.
  
  Once we have reached a resolution, you will receive a follow-up email with all the necessary details. If there's anything else you need or wish to discuss in the meantime, please feel free to contact us.
  
  Warm regards,
  Super.com Team

• Initial Complaint

  Date:06/25/2025

  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 was charged 15 dollars when no clarification about me being charged was stated

  

  Business Response

  Date: 06/26/2025

  Hi *******
  
  Thanks for reaching out to us. Your Super+ membership has been successfully cancelled, and weve processed your refund of $15. You should see the amount reflected in your account shortly.
  
  We know things didnt go as smoothly as we hoped. Weve received your feedback, and our Customer Success team is currently looking into the issue. Your insights really help us improve, and were on it to make things better.
  
  Warm regards,
  Super.com
  

• Initial Complaint

  Date:06/25/2025

  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 March 7, 2025 I booked a room with Red Roof through Super.com. I accidentally booked the wrong day for the reservation and moved to cancel immediately after it was booked since it wouldn't be of any use to me. I contacted customer support to help with this and was told by them that I would only be able to receive a refund if Red Roof were to provide a written letter as proof of cancellation. I contacted ******** to cancel my reservation and was informed through email that they can not cancel reservations booked by third-party booking companies; the cancellation needs to be initiated by Super.com. I informed Super.com of this redirection and clarification and they ignored it, refused to cancel my reservation, and refused to provide a refund despite also purchasing a refundable upgrade along with it. The reservation confirmation number is B_17504184

  

  Business Response

  Date: 07/02/2025

  Dear Diego,
  
  Thank you for reaching out and sharing your experience with us. We appreciate the opportunity to address your concern about the booking with Red Roof.
  
  Our goal at Super.com is to provide our customers with competitive rates, which often means bookings are made under non-refundable and non-amendable conditions. This approach ensures that we can offer you the best possible prices. However, we understand that circumstances change, and that's why we have escalated your case internally to secure a refund.
  
  Our support team has already sent a follow-up email with the next best solution tailored to your situation. We truly value your patience and understanding as we work towards resolving this for you.
  
  If there's anything more you need or if you have further questions, please don't hesitate to reach out to us.
  
  Warm regards,
  Super.com Team

  Customer Answer

  Date: 07/06/2025

   
  Complaint: 23515663
  
  I am rejecting this response because: I've sent out a request to confirm the refund to Red Roof 4 days ago through email and have yet to hear any response from them. I might need more time for this case; I'm still waiting for a response from the property.
  
  Sincerely,
  
  ***** ******

  

  Business Response

  Date: 07/09/2025

  Hi Diego,
  
  Thank you for your follow-up email. We appreciate you keeping us informed and understand you're awaiting a response from Red Roof.
  
  Based on our review, we spoke directly with the hotel, and they confirmed that the reservation was utilized, which is why they have not approved the refund. However, we're more than willing to reopen your case as soon as you're able to provide documentation from the hotel approving a refund.
  
  If there's anything further we can do to assist you during this process, please feel free to reach out. We're here to support you and ensure a satisfactory resolution.
  
  Warm regards,
  Super.com Team

• Initial Complaint

  Date:06/24/2025

  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.

  Complaint Details:On June 24, 2025, Super.com charged my credit card $1.97 without my knowledge or authorization. I did not sign up for any service, subscription, or purchase that would justify this charge, and I received no prior notification.I discovered the charge while reviewing my bank statement. I attempted to contact Super.com to dispute the charge and request a refund but have not received a resolution.This appears to be a deceptive billing practice. I am requesting a full refund and confirmation that no further charges will be made to my account.Desired Outcome:Refund of the unauthorized $1.97 charge Immediate cancellation of any associated account or subscription Written confirmation that no additional charges will occur

  

  Business Response

  Date: 06/26/2025

  Hi *******,
  

  Thank you for getting in touch with us regarding your concern.
  

  We have taken your feedback seriously and have canceled any memberships associated with your account to ensure no further charges will occur. While we have made sure that no additional fees will be incurred, it's important to note that the $1.97 was a trial fee, which is non-refundable as per our policy.
  

  We assure you that no further charges will be made to your account, and we've provided written confirmation of the cancellation for your records.
  

  If there are any other questions or if you need further assistance, please feel free to contact us. We appreciate your understanding and the opportunity to address this matter.
  

  Best regards,
  Super.com
  

  
  

• Initial Complaint

  Date:06/24/2025

  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 called because I was told my account was suspended when I tried to order a new card. My old card is damaged and wasn't working properly. When I got to a live person, I was told that my information was unverifiable and then my account was canceled. I have been a customer with ********************** for several years and have never been treated this way. I asked if there was a way that I could verify the information that she wanted so that I could keep the account, and she abruptly said no. I still have a cash advance active and due next month in the amount of *****. super doesn't want me to have a card anymore, I am fine with that. But I would like them to credit me $*****. The reason I'm asking for the Advanced Credit back to my bank account is because they shut off my card without my knowledge and canceled my membership today and said that I could never have a card again. If an account is ever suspended or canceled a company should send a written explanation to the cardholder explaining why the card was canceled.

  

  Business Response

  Date: 06/26/2025

  Hi ****,
  

  Thank you for reaching out and sharing your experience with us.
  

  After reviewing your account details, we wanted to provide an update regarding your cash advance of $53.99. Unfortunately, we are unable to refund this amount, as it was received and utilized through a cash advance service. Additionally, as per our system status code CSS-*****, your card is currently suspended, which indicates that your account will be closed in the future.
  

  We understand the importance of clear communication and apologize for any confusion regarding the suspension and cancellation of your account. Our aim is to ensure transparency, and we acknowledge that a written confirmation regarding any changes should be communicated to you.
  

  Please let us know if you have any further questions or need additional information.
  

  Thank you for your understanding.
  

  Best regards,
  Super.com
  

  
  

• Initial Complaint

  Date:06/24/2025

  Type:Order 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 to a ******** hotel. Upon going to the hotel, I was denied check-in because the hotel was overbooked. I initially tried resolving with super.com but did not get a response. I then disputed the charge, but super.com re-charged me. I did not receive the services I paid for, and I would like a full refund. You cannot charge me for services you did not provide, this is breach of contract and I will be escalating beyond here if I am not refunded promptly.Tracking number from ********: 89456EE038894.

  

  Business Response

  Date: 06/30/2025

  Hi *********,
  
  Thank you for reaching out and sharing your experience with us. We truly appreciate your patience and understanding as we addressed your concern.
  
  I have reviewed your case and want to let you know that we've secured a free-of-charge cancellation for your ******** hotel booking.
  
  We understand how important it is to receive the services you paid for and are pleased to confirm that a refund of $118.73 has been processed to your original payment method. Please allow 3-5 business days for the funds to reflect in your account, depending on your bank's processing time.
  
  If you have any further questions or need additional assistance, please don't hesitate to reach out. We are here to help and ensure your experience with Super.com is a positive one.
  
  Warm regards,
  Super.com Team

• Initial Complaint

  Date:06/24/2025

  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.

  This is about unauthorized charges to my account that occurred following a hotel reservation I made through Super.com's *********** date, I have been charged at least three times without my knowledge or consent, for an approximative total amount of 50 US dollars and I have not received any receipts or explanations for these charges.I am requesting the following actions without delay:1. I am asking Super.com to cancel all membership or loyalty program that includes monthly charges which I intentionally or runintentionally subscribed for.2. Cease all future charges or withdrawals from my account immediately.3. Issue a full refund for any unauthorized or erroneous charges.

  

  Business Response

  Date: 06/26/2025

  Hi Gado 
  
  Thanks for reaching out to us. Your Super+ membership has been successfully cancelled, and weve processed your refund of $45. You should see the amount reflected in your account shortly.
  
  We know things didnt go as smoothly as we hoped. Weve received your feedback, and our Customer Success team is currently looking into the issue. Your insights really help us improve, and were on it to make things better.
  
  Warm regards,
  Super.com

• Initial Complaint

  Date:06/24/2025

  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.

  Was charged $30 for a membership that I did not approve or know that I was signing up for. I would like a refund back and to not be charged again.

  

  Business Response

  Date: 06/25/2025

  Hi Brittney

  Thanks for reaching out to us. Your Super+ membership has been successfully cancelled, and we’ve processed your refund of $30. You should see the amount reflected in your account shortly.

  We know things didn’t go as smoothly as we hoped. We’ve received your feedback, and our Customer Success team is currently looking into the issue.

  Your insights really help us improve, and we’re on it to make things better.

  Warm regards,

  Super.com

• Initial Complaint

  Date:06/24/2025

  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 don’t have a membership/subscription to ‘SUPER+’ no idea what it is or why I keep getting charged- 5/22/2025 got charged 15$ and charged me again 6/21/25 6/22/25 and 6/23/25!!! What the heck is this my bank won’t let me display this either

  

  Business Response

  Date: 06/24/2025

  Hi Autumn,
  

  Thank you for bringing this matter to our attention. We understand the importance of ensuring all charges are accurate and authorized.
  

  To clarify, the Super+ Membership is a subscription service that offers various benefits. Memberships are confirmed at checkout and are not added without consent. It's possible that there may have been some confusion during a booking or checkout process.
  

  Upon checking your account, we can confirm that the membership was already cancelled. In total, we have charged $16.97 to your account, and I have processed a refund for that amount. Additionally, there was an attempt to charge your account $45, but it was declined.
  

  Our dedicated team is here to ensure all matters align with your intentions and provide any further assistance you may need.
  

  We appreciate your attention to this matter and thank you for allowing us to address your concerns.
  

  Warm regards,

  Super.com Team