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:06/07/2025

  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 never signed up to this Super.com. I keep getting deducted every month for amount of $15.00. They started deducting it since January or February of this year. Please refund all my money and delete my account that i never signed up. Thank you.

  

  Business Response

  Date: 06/09/2025

  Hi Gelynne,
  
  Thank you for reaching out to us. We understand the importance of addressing unexpected subscription charges, and we're here to assist you.
  
  The Super+ membership is an optional subscription that provides a range of benefits, including exclusive savings, cashback on travel bookings, and other perks. After reviewing your account, we have confirmed that the membership has been canceled to prevent any further charges.
  
  As a one-time exception, we have processed a refund for $75, covering the charges made since the beginning of the year. You can expect the funds to be available in your account within the next 3 to 5 business days.
  
  If you have any further questions or need additional assistance, please feel free to reach out. We're here to ensure your experience with Super.com is positive and satisfactory.
  
  Warm regards,
  Super.com Team

• Initial Complaint

  Date:06/07/2025

  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 booked a hotel room through super.com. shortly after that I canceled the room within the time frame allowed to not be charged a fee. Shortly after that I was billed a $15 membership fee for super.com which I did not give them permission to do nor did I have any intentions of becoming a member to book a hotel room. I have discussed this with ******* *** and they are not reversing the charge therefore I am stuck with it. This is a total scam and needs to be addressed

  

  Business Response

  Date: 06/09/2025

  Hi Barry,
  
  Thank you for reaching out and sharing your experience. We value the opportunity to address your concerns and clarify the situation.
  
  The Super+ membership provides exclusive savings and benefits, including cashback on travel bookings and various other perks, and is an optional service for our users. After reviewing your account, we have canceled your subscription to ensure there are no further charges.
  
  As a one-time exception, we've processed a refund of the $15 membership fee. You can expect the funds to be reflected in your account within the next 3 to 5 business days.
  
  If you have any more questions or need further assistance, please feel free to reach out. We're here to help and ensure a positive experience with Super.com.
  
  Warm regards,
  Super.com Team

  Customer Answer

  Date: 06/09/2025

  
  
  Complaint: ********
  
  
  
  I am rejecting this response because: I want a check issued to me for $15. I have already closed my **** credit card account. I had to switch all of the other recurring charges that I used that card for. Since I have closed the account you will not be able to reverse charges. This is why I'm asking for a check for the $15. Shouldn't have even gone this far and there needs to be some consequences for super.com for trying to scam the public out of $15. This needs to be addressed!!!!
  
  
  
  Sincerely,
  
  
  
  Barry S********

  

  Business Response

  Date: 06/10/2025

  Hi Barry,
  
  Thank you for your follow-up email and for sharing your preferred method of refund. We understand your situation and appreciate your desire for a resolution to this matter.
  
  Typically, our refunds are processed directly to the original payment method, and we do not issue checks. However, to ensure you receive your refund smoothly, we recommend creating a ****** account if you don't already have one. Once you have your ****** details, please provide them to us. We will be more than happy to process the $15 refund through this method.
  
  We're here to make this process as straightforward as possible and appreciate your cooperation. If there's anything else you need or further questions you have, please feel free to reach out.
  
  Warm regards,
  Super.com Team

• Initial Complaint

  Date:06/07/2025

  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 have a subscription with super.com that I pay $15 a month for and I use super.com mainly to make money off of their options to play games or to spend money for what they advertise and have been doing it for over a year now and this is the second time I have been told that I have been banned or my account has been terminated for absolutely no reason also that they apparently reserve the ***** to do so without telling you, even though you pay a subscription for this service and it’s almost always at the time that I have money owed to me by super.com and they can never give me any legitimate reason as to why they apparently have banned my account or have restricted my account. I can give them every bit of information to show the legitimacy of my account and that I’m a real person and that I have not committed any fraud or misuse of their app under their guidelines and still yet they keep saying the same thing that there’s no given reason as to why they banned my account also I’m not the only one is what they had said that was having the same issue which really doesn’t make a whole lot of sense but will not pay for anything that they owe me I called in because I thought maybe they were having technical issues and when I called in I got told I was banned so prior to this knowledge to knowing my account was banned. I earned money before that they gave me acknowledge of my account status while under subscription that I paid for and will not pay me which is about $80 almost $90 ***** now from the games I played for many hours and one that I donated my money for a ***** they refuse to pay the money that they owe me prior to giving me information about my account instead of locking it and or stopping anygames they allowed money to go to my account that now they won’t give me.

  

  Business Response

  Date: 06/09/2025

  Hi Jordan,
  
  Thank you for reaching out and sharing your experience with us. We understand how invested you are in utilizing the Super+ membership for its unique opportunities, and we're here to provide clarity on your account status.
  
  After reviewing your case, we're pleased to let you know that the rewards ban has been lifted from your account, allowing you to continue enjoying the benefits of your subscription.
  
  Regarding the ***** ****, upon further review, it appears that the offer was clicked but the app was not downloaded and opened, which is a necessary step to receive the ***** credits. We encourage you to try fulfilling any future offers fully to ensure you receive the credits you earn.
  
  If you have any more questions or need additional assistance, please don't hesitate to get in touch. We value your participation and are committed to ensuring your experience with Super.com is rewarding and satisfactory.
  
  Warm regards,
  Super.com Team

  Customer Answer

  Date: 06/09/2025

  
  
  Complaint: ********
  
  
  
  I am partially rejecting this response because: yes, I have been able to obtain my funds, but I do not have access to ways that super.com allows you to make money which is through, *******, ****, ******** app only, or any of the ****s bar that have to do with ***** and basically still can’t do anything on the app even though said they lifted the ban. I’ve removed the app completely. I have deleted it and reinstalled it. Put all my information back in, and I am still unable to access anything on the super.com app that has to do with making money by gaming so they have not lifted the ban entirely so rendering my subscription not fully accessible, they maybe only allowed it to relieve my funds to me and or it’s possible that it may take time but until it does allow me to go back to using my subscription like I’m supposed to be able to since I did not do what they accused me of doing, I would rather this stay open until I have complete access like I did before to my super.com account and then I will gladly let this go. 
  
  
  
  Sincerely,
  
  
  
  Jordan W*****

  

  Business Response

  Date: 06/13/2025

  Hi Jordan, 
  
  Thanks for your follow-up. We appreciate you sharing more about your experience and are committed to making sure you have clarity on where things stand.
  
  Our team re-reviewed your account, and we can confirm the rewards ban was fully lifted. This allows you to access and redeem rewards as usual—including those from games and ****s available through our platform. If you're still not seeing these features after reinstalling the app, we recommend ensuring it's the most up-to-date version and signing in with the same account credentials used previously.
  
  As for the ***** ****, we’ve checked the activity logs, and it looks like one of the required steps wasn’t completed, which means the credits weren’t earned in that case. Going forward, completing every step listed for a **** is the best way to ensure credit is awarded.
  
  If anything still seems off after refreshing your app access, our team is happy to look further into it. You can reply to this message or reach out directly through the support tab in the app.
  
  Thanks again for your continued engagement—we’re here to support your experience with Super.com.
  
  Best regards, 
  Super.com Team

  Customer Answer

  Date: 06/13/2025

  
  
  Complaint: ********
  
  
  
  I am rejecting this response because: Again I do not have full access to my subscription which should allow me to gain access to ****: which is *****, *******, or **** none of these work for me only super.com exclusive is the only thing that works on this app to allow me access to the full extent of my subscription. Yet again I can redeem my money the very little I have made after because cannot see my progress with any of their partners on super.com so I’m just playing games for hours on end blindly, not knowing when the progress has been completed or if I am just playing games and they no longer are eligible to make money. They won’t give me access to the other accounts on super.com and yet I’m paying the subscription to have access to those and I’ve even told them that when I’ve called to talk to them about the issue said that there was nothing that they could do because they are the partners accounts but yet this is their platform that they are partnered with super.com partnered with these people they get paid the subscription and they should be able to allow me to have access to these accounts not vice versa.
  
  
  
  Sincerely,
  
  
  
  Jordan W*****

• Initial Complaint

  Date:06/06/2025

  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 the custodian of a ***** ***** ******* **** for my son. There is an unauthorized membership charge of $15 to a company called Super+. I did not authorizer this charge and m son is a minor and is not a member of super+

  

  Business Response

  Date: 06/09/2025

  Hi Stephanie,
  
  Thank you for reaching out regarding the Super+ membership charge on your son's ***** ***** ******* ****. We understand the importance of resolving this promptly.
  
  The Super+ membership offers valuable benefits, including cashback on travel bookings and other exclusive perks. However, we've been unable to locate the account with the details provided so far.
  
  To assist you further, could you please provide the details of the card from which the charge was debited? This information will help us locate the account and address the unauthorized charge more effectively.
  
  Please feel free to reply with this information or any other questions you might have. We’re here to help ensure this gets resolved for you and your son.
  
  Warm regards,
  Super.com Team

• Initial Complaint

  Date:06/06/2025

  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 reservation. I had to cancel due to a family medical emergency. I called a week before the the reservation to cancel. I was sent through hoops to get it canceled. Back and forth better super .com and the hotel. Finally once I get that taken care off. I was told that I couldn’t get a full refund after I was told I could. Between multiple people telling me different stuff and no accountability. Every representative says something different no consistency. Lastly this type of practice seems very shady. Yall bet on people getting tired of calling. I paid $563 for the booking and only received $319 back that’s a very shady practice. If I pay extra for cancellation and don’t need it yall get extra money if I don’t get it and need it. Yall take over $200 dollars. Never again will I use super.com. I’ll be better off booking direct with hotel

  

  Business Response

  Date: 06/09/2025

  Hi Earl,
  
  Thank you for reaching out and sharing your experience with us. We understand how frustrating it can be to deal with inconsistent information, especially during a family emergency, and we're here to help.
  
  After carefully reviewing your case, we've processed the remaining amount for your booking. You can expect to see the funds returned to your account within the next 3 to 5 business days.
  
  We strive to provide a seamless experience for our users, and we're actively working on improving consistency in our communication and processes. Your feedback is invaluable in helping us make these improvements.
  
  If there's anything more we can do to assist you or if you have further questions, please feel free to reach out. We appreciate your understanding and are committed to ensuring a better experience for you in the future.
  
  Warm regards,
  Super.com Team

• Initial Complaint

  Date:06/06/2025

  Type:Billing Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  Super.com charged my debit card. On February 03, 2025, for $1.97, on February 7, 2025, for $15, March, April and May, June and July 7 the same. $75 total those five months. I had never visited your website before these charges and did not authorize any payment or subscribe. I would like to know why these charges occurred and I request a full refund.

  

  Business Response

  Date: 06/06/2025

  Hi ******,
  
  Thank you for reaching out regarding the charges on your debit card. We understand your concern and are here to provide clarity and assistance.
  
  The Super+ membership is an optional subscription designed to offer exclusive benefits such as 10% cashback on hotel bookings, discounted flights, and various other perks. Importantly, this membership requires the customers authorization to activate, ensuring it can only be initiated with direct consent.
  
  After reviewing your details, we have located your account and identified that the membership began on February 2, 2025. To resolve this matter, we have canceled your membership effective immediately.
  
  As a one-time exception, we've processed a refund totaling $76.97 for all charges related to this subscription. The funds should appear in your account within the next 3 to 5 business days, depending on your bank's processing time.
  
  We appreciate your understanding, and if theres anything more we can assist you with, please dont hesitate to let us know.
  
  Warm regards,
  Super.com Team

• Initial Complaint

  Date:06/06/2025

  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.

  For the past few months I've been receiving charges of around $2 and $15 charged to my account. I don't know what this business sells or offers, and I was very shocked when an internet search of the charges brought up so many recent events. These are through ****** but I have no other information.

  

  Business Response

  Date: 06/09/2025

  Hi Emily,
  
  Thank you for reaching out to us with your concerns about the charges. We understand the importance of clarity regarding unexpected payments, and we're here to provide assistance.
  
  The Super+ membership is an optional subscription that requires customer authorization to activate. It offers a range of benefits, including exclusive savings, cashback on travel bookings, and other perks. We have reviewed your account and discovered that an active membership might have caused these charges.
  
  Rest assured, we have now canceled your membership and, as a one-time exception, processed a refund of $45. You can expect to see these funds returned to your account shortly.
  
  If you have any further questions or need additional assistance, please feel free to reach out. We're here to ensure your experience with Super.com is positive and satisfactory.
  
  Warm regards,
  Super.com Team

• Initial Complaint

  Date:06/05/2025

  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.

  1-19-25 Booked thru Super.com 8nights 3 Adults 2 Queen beds in ********, **. B_16882611 For a reservation in August 2025. Totaling $941.93 May 14th I called the Super 8 to confirm as we are getting closer the booking was made for 3Adults in a pet friendly room with 1 Bed. I asked if I could change the hotel said no call Super.com as 3rd party booking can not be modified by them.May 15th called Super.com they will look into, then sent me an email and told me to cancel thru the hotel. I sent Super.com an email May 21st and explained how does 3 ADULTS sleep on 1 bed with NO pets. You are the only one that can cancel or change. And you know ****** looking at my statements I realized they have been charging me $15.00 a month, and I am mad at myself for not noticing this. Total $75.00 for I am guessing a membership fee which I did not authorize that would be Fraud! I want nothing to do with a company that is a complete scam!! I do have my confirmation and for room type is says ROOM. It should say what type of room. This company has to be looked into. They are completely taking advantage and stealing credit card information and signing you up for some membership. I am asking for my reservation to be cancelled and my card to be refunded.

  

  Business Response

  Date: 06/09/2025

  Hi ****,
  
  Thank you for reaching out and sharing your experience with us. Your insights are truly valued, and were here to ensure your booking and membership queries are handled smoothly.
  
  For your reservation B_16882611, we've taken the necessary steps to escalate this matter, discussing it with the hotel and our travel partner. As this is a third-party booking, the hotel is unable to offer a complimentary cancellation at this time.
  
  As for the Super+ membership charges, this optional service is designed to offer valuable savings and benefits across travel, shopping, and more. We've canceled your membership and have refunded the charge from January 24, 2025. For the charges in February, March, April, and May, chargebacks have already been filed, and we recommend connecting with your bank to continue this process.
  
  Were committed to ensuring your experience with Super.com is positive and rewarding. If theres anything more we can assist you with, please feel free to reach out anytime. Were here to help!
  
  Warm regards,
  Super.com Team

  Customer Answer

  Date: 06/10/2025

   
  Complaint: 23432445
  
  I am rejecting this response because:  I booked a room for 3 Adults 2 Queen beds.  You did not honor that and changed it to a single Bed for 3 Adults.  

  How is 3 Adults going to sleep on one Bed...So please cancel my booking or change it to 2 double beds.  You are the travel partner and you can make this happen I have called the Hotel and they said ONLY you can change or cancel this booking.  Please do the right thing, I have never had this happen to me and I use other third party booking companies and they do not scam people..

  The Fraud on charging the ***** a month unauthorized charges once you obtained my credit card The full amount would be nice!! That is minimal compared to

  this hotel fiasco.

  I did get an email from you stating if I can get written proof from the Hotel if OK to cancel that you would refund the full amount but charge me a 1 night stay. But that was not in this information.  Is that also a scam. Then you will not refund and charge me another night..

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

  

  Business Response

  Date: 06/12/2025

  Hi ****,
  
  Thank you for your follow-up email and for providing further details regarding your booking concerns. We appreciate your patience and understanding as we address the issues you've raised.
  
  After taking another look into your case, we have processed a refund for the charge made on January 24, 2025. For the charges in February, March, April, and May, chargebacks have already been filed, and we recommend connecting with your bank to continue this process. This should cover all charges related to the Super+ membership.
  
  Regarding the hotel booking, we have reviewed the booking details and it appears that the search and the booking were completed with the specification of one queen bed. We understand the inconvenience and are committed to finding a resolution. If you can obtain written confirmation from the hotel confirming a penalty-free refund, we will be more than happy to provide further support and process any necessary adjustments.
  
  Thank you for bringing this to our attention, and if there are any other questions or additional support you need, please feel free to reach out.
  
  Warm regards,
  Super.com Team

  Customer Answer

  Date: 06/16/2025

   
  Complaint: 23432445
  
  I am rejecting this response because:  I tried calling the Super 8 on Thursday the 12th their phone lines were down and could not get thru.  I was out of town Friday.  I called today the 16th as I am running out of time and the manager **** will not be in until the 17th.  I will call again tomorrow and see if I can get a letter which the gal that I talked to said No one has ever asked for that.  The third party usually just calls them to cancel and Super 8 does not have the authority to cancel or even charge a late fee or cancelation fee, that this is your decision.  Super 8 phone number is ************ in ******** if you would like to verify and yes they were working on their phones last Thursday... Please either call them or just cancel this and stop with making stuff up.

  Super.com do the right thing and cancel this reservation. Why are you putting me thru this much stress and ruining your name.  This is not how you conduct business.

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

  

  Business Response

  Date: 06/17/2025

  Hi ****,
  
  Thank you for your follow-up. We appreciate your persistence in resolving this matter and understand the urgency of your request.
  
  To proceed with your cancellation request, we kindly ask that you obtain official documentation from the hotel confirming the circumstances related to your booking. This documentation will help us accurately address your situation. According to our records, the charge has already been processed by the hotel.
  
  Once we receive the required documentation, well be more than happy to review it and assist you further. In the meantime, if theres anything we can help clarify or assist with, please feel free to reach out.
  
  Warm regards,
  Super.com Team

  Customer Answer

  Date: 06/17/2025

   
  Complaint: 23432445
  
  I am rejecting this response because: Hi,

  I am trying to get ahold of the Hotel Super 8 in ********, MT ************.  They are having severe weather in ** and it seems the phones are down for some reason.  I leave tonight for 1 week out of country.  I will continue to see if I can get this done.  

  The Hotel has not charge anything. You have charged me.  They said they would get paid at check in so I am not sure where you are getting that. 

  Please call the hotel that would be super helpful. The managers name is ****.

  Thanks

  **** ******

   

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

  

  Business Response

  Date: 06/18/2025

  Hi ****,
  

  Thanks for reaching out. We've escalated your booking issue with reservation B_16882611 to the hotel and our travel partner. As it's a third-party booking, we need official documentation from the hotel confirming cancellation approval to proceed.
  

  Regarding your Super+ membership, we've canceled it and refunded the charge from January 24, 2025. For the charges in February through May, chargebacks are in process, and we recommend coordinating with your bank.
  

  We aim to make your experience with Super.com positive. If you need further assistance, please reach out. We're here to help!
  

  Warm regards,
  Super.com Team
  

  
  

• Initial Complaint

  Date:06/05/2025

  Type:Customer Service 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.

  Hello, my name is Roshunda T******* and I made this super.com credit card only for bills I have put money into my account and a merchant name ****. I took all my money. I cannot get in contact with the merchant but whoever this is they use my whole name, my socialand stole all my identity and posing as me also I reported my social, my phone, my kids, social my credit cards and bank cards has been hacked into and use with the same merchant. I have filed an identity theft report. And stole all my identity and posing as me also I reported my social, my phone, my kids, social my credit cards and bank cards has hacked into and use with the same merchant. I have filed an identity theft report, and I am left with not paying my bills and getting behind becauseof I did not get no notification of my funds was being used. My phone number was supposed to be updated on the super.com but they never updated it. They just updated it so my funds has been fraudulently taken out of my account. I have called each credit bureau to report fraudulent activity. Also they I will get an email of them as well. I’m also in the mix of tryingto contact my identity theft insurance. This is unacceptable and I am entitled to my money I have been fraudulently taking advantage of by whoever took funds my account. My bill payments was trying to come out of my account and they’ve been decline because someone had already stolen my money out of my account. I’m looking to get this issue resolved because I have bills that’s piling up.

  

  Business Response

  Date: 06/09/2025

  Hi Roshunda,
  
  Thank you for reaching out and sharing these details with us. We understand how important it is to address situations like this swiftly and effectively, and we're here to support you.
  

  Your case has been escalated to ensure that all aspects are thoroughly reviewed. Our support team has been in contact with you, providing the necessary steps to address and resolve this matter.
  
  Please continue to follow the guidance provided by our team as we work alongside you to navigate this situation. We are committed to assisting you as much as possible during this process.
  
  If there's anything more you need or additional questions you have, please feel free to reach out. We're here to help and support you in every way we can.
  
  Warm regards,
  Super.com Team

• Initial Complaint

  Date:06/05/2025

  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.

  Date: June 3, 2025 Dispute: the site offers the customer a refundable hotel booking option which I selected as I knew there was a possibility my trip would be cancelled. I paid the additional fee at the time of booking my hotel with them to ensure it would be refundable. I tried to cancel my hotel booking on June 4, two days before the trip date of June 6 (even a normal hotel would allow cancellations with this much notice let alone with an extra fee for refundability). The business refuses to refund my trip based on my reason code - it was cancelled. There is a distinct difference between a refundable trip and trip insurance and it has been advertised as a refundable trip. Their claim is that because of my reason code not being some sort of district list of emergencies it is not covered. I would not have paid for emergency only coverage of my trip.

  

  Business Response

  Date: 06/12/2025

  Hi *****,
  
  Thank you for reaching out and sharing your concerns with us. We understand how crucial it is to have clarity regarding refundable bookings, and we appreciate the opportunity to address this issue.
  
  The Enhanced Refund option is designed to provide flexibility by ensuring your booking is 100% refundable in case unforeseen circumstances arise. However, it requires specific conditions for activation, which are typically related to unforeseen emergencies.
  
  After a thorough review of your case and direct communication with the hotel, it was noted that the reservation was marked as a "no-show," which impacts the refund process. As a result, we were unable to secure a refund for your booking.
  
  We appreciate your understanding, and if theres anything more we can do to assist you or if you have additional questions, please feel free to reach out.
  
  Warm regards,
  Super.com Team