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:05/19/2025

  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 was making hotel reservations for a trip in Las Vegas and saw on Super.com a room at *** ***** *** ****** advertised for $30 a night. Nowhere on that first page did it mention an additional fee of $203.84 to the hotel after I already paid Super.com $145.97. Absolutely unacceptable to put this in after a customer already paid and nobody picks up the phone when I tried to call customer service. I would have picked another hotel if this was made clear from the start but it extremely deceptive to state this mandatory fee is required after booking. It also stated on receipt that there is a $300 deposit required at check in as well! If a customer does not have enough funds to cover all this, then how would this work? The first page for booking this hotel does not state this at all and just shows $30 / night and you would think for something as important as a couple hundred dollars difference they would have included it where it says FREE $5 in slot pay and $10 in table games.
  I expect a full cancellation and refund of this booking ASAP.

  

  Business Response

  Date: 05/28/2025

  Dear Jasmine,
  
  Thank you for reaching out and sharing your concerns regarding your recent hotel reservation. We appreciate the opportunity to clarify the situation and assist you.
  
  We understand how important it is for booking information to be clear and transparent. The additional fees you mentioned, such as resort fees, are common in the hotel industry. These are costs associated with amenities and services provided by the hotel, which may not be included in the initial booking price. We recognize that this can lead to confusion, and your feedback is valuable in helping us improve our communications.
  
  We want to assure you that we are currently reviewing your case, and our team will provide a follow-up email once we have more information. We appreciate your patience during this process and are committed to finding a resolution for your booking.
  
  If you have any further questions or need assistance, please feel free to reach out. We are here to help!
  
  Thank you again for your understanding.
  
  Warm regards,
  Super.com

  Customer Answer

  Date: 06/03/2025

  
  
  Complaint: ********
  
  
  
  I am rejecting this response because: no solution or next steps to remedy the situation was provided. I would like a cancellation and refund of the booking ASAP.
  
  
  
  Sincerely,
  
  
  
  Jasmine W*

  

  Business Response

  Date: 06/05/2025

  Hi Jasmine,
  

  Thank you so much for reaching out and sharing your experience with us. We understand how important it is to have clear and upfront pricing, and your concerns about unexpected fees are completely valid.
  

  We’re here to ensure you have all the details you need, including any additional fees and deposits, right from the start. Your feedback is incredibly helpful, and we're dedicated to enhancing our booking process to make it even more transparent.
  

  We’ve been in contact with our travel partners to explore your options, and while our hands are tied regarding a cancellation without charge due to the booking being non-refundable, please know the reservation remains as initially confirmed.
  

  We truly appreciate your understanding and patience, and while this may not be the ideal outcome, we’re here to support you in every possible way and improve your future experiences with us.
  

  Thank you once again for your feedback, and please reach out if there’s anything else we can assist you with.
  

  Warm regards,

  Super.com Team
  

  
  

  Customer Answer

  Date: 06/05/2025

  
  
  Complaint: ********
  
  
  
  I am rejecting this response because: The additional fees were not stated clearly when purchasing and when advertised. Please see attached screenshots. Please resolve this ASAP.
  
  
  
  Sincerely,
  
  
  
  Jasmine W*

• Initial Complaint

  Date:05/19/2025

  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.

  Have booked 4+ times since and not receiving cashback. Called customer service and waited multiple time only to be transferred and call dropped. I feel as though I have been scammed out of money that could be in my pocket which is not right especially since its a paid service to even have the option to receive cashback.

  

  Business Response

  Date: 05/24/2025

  Hi *******
  

  A huge thank you for sharing your amazing experience with us! We're so grateful to have you as a valued Super.com member!

  
  We've got some fantastic news to share with you! As a special thank you, we've added $39.72 in Super credits to your Super+ account, and you can start using them right away!
  You might remember we were missing cashback on a few of your bookings, so we're making it right:
  B_18680410: $7.87
  B_18654345: $4.70
  B_18512092: $9.70
  B_18490154: $9.19
  B_18471035: $8.26
  Consider this a special treat! For future bookings, we'd love it if you could use your Super Pay card to maximize your cashback rewards.
  Thanks again for being part of the Super.com family, ******* We're here to help and appreciate your loyalty!"
  

  Warm regards

  Super.com

• Initial Complaint

  Date:05/19/2025

  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.

  For over a month I was lied to from this company about a reservation I paid for at a hotel in ********* Turkey on what was supposed to be an experience of a lifetime for my wife and I, soon after I paid this company for hotel stay I contacted the hotel for a hot air balloon ride, they informed me that I actually didn’t have a reservation with the hotel and told me to contact this company, I did that and super.com told me not to worry that sometimes hotels don’t get reservation information till a couple weeks before the actual arrival, I kept calling hotel and super.com practically begging not to be left in the street with my wife on this special trip, they kept telling me over and over again not to worry that 100% I had the room, all the way till last day, but my wife and I got to ********* and had no room, had to desperately find another room pay more for it which took away from our budget to have other experiences then super.com sends me an email saying they have good news they negotiated with hotel for a refund, lies after lies

  

  Business Response

  Date: 05/23/2025

  Dear Valued client,
  

  We're glad to see that your booking was cancelled and your refund is already being processed. You can expect the refunded amount to be reflected in your account within 5-7 business days.
  

  We appreciate your feedback and acknowledge that there were issues with your original booking. We're committed to continuous improvement and will take this into consideration to prevent similar situations in the future.
  

  If you have any further questions or concerns, please don't hesitate to reach out. We're here to help.
  

  Best regards,
  Super.com

  Customer Answer

  Date: 05/23/2025

  
  
  Complaint: ********
  
  
  
  I am rejecting this response because:
  
  The reservation was not cancelled it was never made and for weeks you guys kept saying don’t worry your safe your room will be waiting and when we arrived we had nothing, how would you like to have been in my shoes, so saying that your happy that reservation was cancelled is ridiculous 
  
  Sincerely,
  
  
  
  Pablo I*** ********

  

  Business Response

  Date: 05/24/2025

  Hi Pablo,
  

  Great news! Your booking has been cancelled and your refund is on its way. You should see the amount back in your account within 5-7 business days.
  

  Thanks for sharing your feedback with us - we really appreciate it! We're sorry things didn't go smoothly with your original booking. We've reviewed your case, and we've made the decision to provide a refund as a one-time gesture. This decision is final from our end, and we hope this resolves the matter for you.
  

  If you have any other questions or need help with anything else, feel free to reach out. We're here to help.
  

  Best,
  Super.com"

  Customer Answer

  Date: 05/27/2025

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

• Initial Complaint

  Date:05/19/2025

  Type:Billing Issues
  Status:

  ResolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  Unauthorized charges on my account. I never signed up for this service and it’s fraud. I have one charge for $1.97 and now a new charge for $15.00

  

  Business Response

  Date: 05/19/2025

  Hi Hannah,
  
  Thank you for reaching out to us about the charges on your account.
  
  Our Super+ membership is an optional subscription service that offers benefits and discounts to our customers. We've reviewed your account and can confirm that the Super+ membership has been cancelled, effective immediately. As a one-time exception, we've processed a refund for $16.97, which will be reflected in your account within the next 3-5 business days.
  
  If you have any further questions or concerns, please don't hesitate to reach out. We're here to help.
  
  Best regards,
  Super.com
  

  Customer Answer

  Date: 05/19/2025

  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. I do however want to know when the account was created because I never signed up for the service and want to know how my information was given to them. 
  
  
  
  
  Sincerely,
  
  
  
  Hannah S******

• Initial Complaint

  Date:05/19/2025

  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 7 nights at ******* *** *** ******* Paid in full, I have allowed over a week and when I call the hotel they have no reservation for me. I want super.com to contact the hotel and have the reservation in their system so I know I will have the reservation and not be out all the money I've paid. If they can't do that I need a refund. But the funds cannot be put back on the card I used to purchase the reservation. It will have to be sent another way (I used ****** to pay).

  

  Business Response

  Date: 05/22/2025

  Hi Morgan

  Thank you so much for sharing you feedback with us . We do understand the need have verification of your booking and the need to know that the hotel has your booking as well. We can confirm that the hotel confirm number will only be available 14 days prior to check-in.

  Warm regards

  Super.com

  Customer Answer

  Date: 05/22/2025

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

  I cannot risk the expense of an unverified trip. I have cancelled my booking but have yet to see my refund. Please issue my refund.
  
  
  
  Sincerely,
  
  
  
  Morgan M******

  

  Business Response

  Date: 05/23/2025

  Hi Morgan 

  Thank you so much for sharing your concerns. we greatly appreciate it.

  We are glad to see that the booking was cancelled and the refund will be processed  in the next 5-7 business days.

  Your patience is highly appreciated 

  Warm Regards

  Super.com

• Initial Complaint

  Date:05/18/2025

  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 room through Super.com at 8:55 pm. I paid in advance, and they took my money.
  
  1 hour and 15 minutes later, at 10:15, we arrived at the hotel to learn that the lobby had closed at 8:00 pm. I contacted Super.com and asked for help. They told me that I was supposed to have contacted the hotel for late check in.
  
  I checked ALL the documentation I had from them and saw ZERO instructions for late check in.
  
  I asked for accommodation or a refund. They refused. I asked to be escalated to a supervisor for more help, they refused.
  
  Now I’m out $120 and still have no place to sleep. I expect better business practices and want consumers to know that Super.com is unreliable and unhelpful.

  

  Business Response

  Date: 05/22/2025

  Dear Brain,

  
  I hope this message finds you well. We're sorry to hear that you experienced difficulties with your hotel reservation through Super.com. We understand that arriving at the hotel after the lobby had closed was not ideal, and we apologize for any inconvenience this may have caused.

  
  We've investigated this matter and have decided to provide a refund for your reservation. I'm pleased to inform you that we have successfully processed a refund for your recent reservation with ******* ** **********. The refund of $117.94 has been issued to your original payment method, and you should see the credited amount reflected in your account within 3-5 business days, depending on your bank.

  
  We appreciate your feedback regarding the communication about late check-in procedures. We'll take this into consideration to improve our services.We're committed to providing better support and assistance to our customers. If you have any further questions or concerns, please don't hesitate to reach out. We're here to help.Thank you for choosing Super.com. We look forward to serving you better in the future.

  Best regards,

  Super.com

• Initial Complaint

  Date:05/18/2025

  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.

  August 2024 I discovered a fraudulent charge on my debit card for $1.97. Later in the month there was another charge for $15, at which time I scoured the internet to discover where the charge was coming from. I found the website and proceeded to cancel the subscription I was being charged for. The next month, I was not charged as if the cancellation had been successful. Then, in October, the charges resumed. When I continued to receive charges I found and email address for the company and contacted them to request they desist charging me and close any accounts/cancel subscriptions. They agreed to do so, yet I have continued to receive monthly charges of $15 (sometimes twice) from august 2024 to current (may 2025). I have again attempted to cancel a subscription for an account I never set up and a service I have NEVER used. I would like to ensure that I am not further charged and, if possible, have my money returned to me. I am disabled and canceling my debit card would mean being without access to my money for up to 3 months, as that is the estimated amount of time it takes to replace a ****** ******* ****. Resolving the charges with the corporation would be ideal. Following are the dates and amounts of each charge:
  
  8/14/24 $1.97
  8/30/24 $15
  10/1/24 $15
  11/2/24 $15
  11/29/24 $15
  12/31/24 $15
  1/31/25 $15
  2/19/25 $15
  4/1/25 $15
  5/1/25 $15
  
  I have attached screen shots of my ****** ******* *** where these charges are indicated, an image that verifies I never completed setting up an account to point toward my having not used these services, and an image that verifies my latest attempt to cancel this subscription.

  

  Business Response

  Date: 05/19/2025

  Hi Nicole,
  
  Thank you for reaching out to us about the charges on your account.
  
  Our Super+ membership is an optional subscription service that offers benefits and discounts to our customers, including exclusive deals and perks.
  
  We've reviewed your case and can see that the membership started on August 14, 2024. We've taken steps to cancel the membership, effective immediately. As a one-time exception, we've processed a refund for all charges relating to the membership, totaling $136.97. This refund will be reflected in your account within the next 3-5 business days.
  
  We understand the importance of resolving this matter for you, and we're pleased to have been able to assist. If you have any further questions or concerns, please don't hesitate to reach out. We're here to help.
  
  Best regards,
  Super.com

• Initial Complaint

  Date:05/18/2025

  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.

  Booked accommodation that went directly through to 3rd party booking agent Super.com. Purchased the refund upgrade specifically. Tried to cancel, was put through multiple layers of red tape, and then was declined. Contacted the hotel, who understood and agreed to cancellation, and emailed Super.com to approve cancellation. Super.com insisted they never received the email. When I told them I would charge back, they hit me with an ADDITIONAL $15 fee!

  

  Business Response

  Date: 05/19/2025

  Hi Agna,
  
  Thank you for sharing your concerns about your recent booking experience with us. We appreciate the details you've provided and are happy to help.
  
  Regarding the additional $15 charge, we'd like to clarify that this is related to our optional Super+ membership program. This program requires customer consent to activate, and we understand that you didn't intend to sign up for it. As a one-time exception, we've processed a refund for $15, which will be available within the next 3-5 business days.
  
  We also understand that you've filed a chargeback with your bank regarding this transaction. Once a chargeback is initiated, the matter is handled directly between the bank and the business. We're currently fulfilling the bank's requests for documentation and can't make any further changes or updates to your reservation while the chargeback process is underway.
  
  We recommend following up with your bank for updates on the case status, as they are now overseeing the resolution process.
  
  Best regards,
  Super.com

• Initial Complaint

  Date:05/18/2025

  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.

  Absolute scam. I am VERY careful with membership, subscription fees because I know this is a common scheme or scam. I read all the fine print before booking a hotel (which I ultimately cancelled due to change in plans). Sure enough, wrongfully charged for a subscription that I never signed up for.
  
  I didn't not sign up for this but was charged.

  

  Business Response

  Date: 05/19/2025

  Hi Chad,
  
  Thank you for reaching out to us about your Super+ membership charge. We appreciate your diligence in reviewing the details.
  
  Our Super+ membership is an optional subscription service that requires customer consent to activate. We've reviewed your account and can confirm that the membership has been cancelled. Additionally, we've processed a refund of $30, which will be reflected in your account within the next 3-5 business days.
  
  If you have any further questions, please don't hesitate to reach out. We're here to help.
  
  Best regards,
  Super.com

• Initial Complaint

  Date:05/18/2025

  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.

  On April 29th 2025, A friend was booking a room and didn't have enough money on her card so I used mine to cover her bill. Super.com attempted to bill her card her membership fee but her card was declined, super.com kept my card on file and billed her membership fee on my card. I did not authorize that. It was a 15 dollar fee which put my card into overdraft. I'm retired and have a fixed income. I've reached out several times to super.com customer service and my card information remains on her account .

  

  Business Response

  Date: 05/19/2025

  Hi Jerry,
  
  Thank you for reaching out to us about the concerns with your card being charged for a Super+ membership fee. We appreciate you bringing this to our attention and are happy to help.
  
  Our Super+ membership is an optional subscription service that requires customer consent to activate. To assist you further, we've tried to locate the Super+ member account using the details you provided. However, we need more information to investigate and resolve the issue.
  
  Could you please provide us with the account details or the booking ID associated with the transaction? This will help us look into the matter and find a solution.
  
  We're here to help and look forward to resolving this for you.
  
  Best regards,
  Super.com