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:05/15/2025

  Type:Product Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  Super.com falsely advertised refund eligibility and ignored the hotels refund approval, withholding $118.93 unlawfully. My bank denied my chargeback despite evidence. I demand intervention.

  

  Business Response

  Date: 05/16/2025

  Dear ******,
  
  Thank you for reaching out to us regarding your concerns. We appreciate your patience and the opportunity to clarify your situation.
  
  I understand that you are seeking a refund for booking B_17924372. Our support team has been actively working on your behalf and has sent a follow-up email with details regarding this booking. While we strive to secure refunds for our customers, we must inform you that, as mentioned previously, refunds could not be guaranteed in this case as it was booked as non-refundable. Despite our efforts, our travel partners have denied the request for a complimentary cancellation. As such, we are unable to process a refund for this specific booking.
  
  We have processed a refund for booking B_17763295, totaling $110.92, which is now being handled separately. We're dedicated to ensuring our customers receive fair treatment, and we appreciate your understanding as we navigate this process.
  
  If you have any further questions or need assistance, please feel free to reach out. Were here to help!
  
  Warm regards,
  Super.com

• Initial Complaint

  Date:05/15/2025

  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 made a reservation on May 2, 2025 for ******** in Meridian, MS using Super.com. I selected to pay through the website with my debit card. Super.com charged my card $64.92 to reserve the room so all I would have to do when I got to the hotel was give them my name and reservation information. When I got there they did not have a reservation for me. I had to pay for my room with cash. Super.com did not make my reservation even though they said they did. They just took my money.

  

  Business Response

  Date: 05/20/2025

  Hi Angela

  Thank you for reaching out to us.

  We’d like to confirm that your reservation was fully prepaid through our platform, and there were no additional charges from our side. However, upon reviewing your concern and speaking directly with the hotel staff, we were informed that the charge applied at check-out was a penalty for smoking in a non-smoking room, as outlined in the hotel’s policy.

  We understand this may not have been the outcome you were expecting, and we truly appreciate your understanding. If you have any further questions or need assistance with future bookings, we’re always here to help.

  Thank you for choosing us, and we look forward to assisting you again soon.

  
  Super.com
  
  
  

  
  

• Initial Complaint

  Date:05/15/2025

  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 April 25th, 2025 I booked a hotel reservation using the site Super.com. I booked my reservation for Friday the 25th thru Sunday the 27th for the ******** ****** ** ****** ******************. I drove down from Prescott , Az to scottsdale Az where the ******** ****** was supposedly at. I went to the address on my booking confirmation email and the address took me to a location that did not include the hotel and was not somewhere that I booked nor did I want to stay at. So I immediately called 3 different ******** ****** in the area and not one could tell me the location of this ******** ****** that I booked at nor could they say they knew about it.. and so I called the phone number on my booking confirmation and the phone number was disconnected and not in service. And so I called super.com requesting a refund and a cancellation because not only was this misleading and false advertising but the phone number didn’t work and the hotel doesn’t exist. on top of it all they still have this SCAM listing posted and told me they didn’t care it was still up. there is no disclosure or mention that the hotel had a change of ownership on this listing. I have a screenshot of it And so now since April 25 I have called every day, probably clearing 100 times trying to get my money back and every single time I call they tell me the same thing that they have to get in touch with their travel partners and that there’s nothing that they can do but escalate it for right now, they made me wait at first 72 hours then it turned into 14 days so then I waited for 14 days and that turned into another 14 days with no resolution and no reassurance to whether I’m gonna get my money back or not they still have that listing up. They are scam artists and they don’t care if they take somebody’s money and they definitely don’t help you when you call them. I’m ****** and I need help please. Because $151 is a lot of money for a 29 yr old working two jobs. And they don’t cares not one bit!!!!!

  

  Business Response

  Date: 05/19/2025

  Dear Drake,
  
  Thank you for reaching out to us with your concerns regarding your recent hotel reservation. We appreciate your detailed feedback and the opportunity to assist you.
  
  I want to assure you that your case has been escalated to our support team, and we are actively working to resolve the situation. We understand how important it is to have clear and accurate information regarding your bookings, and we truly value your patience during this process.
  
  A follow-up email has been sent to you with a resolution, and the refunded amount will reflect in the bank account information we received from our support team.
  
  If you have any further questions or need additional assistance, please feel free to reach out. We're here to help and ensure you have a positive experience moving forward.
  
  Thank you for your understanding.
  
  Warm regards,
  Super.com
  

• Initial Complaint

  Date:05/15/2025

  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 through super. com a couple months ago and I didn't sign up for a membership but for some reason I have been charged 15 dollars a month for the last 3 months

  

  Business Response

  Date: 05/15/2025

  Dear ****,
  
  Thank you for reaching out to us regarding the charges on your account. We appreciate the opportunity to clarify this matter for you.
  
  The Super+ membership is an optional subscription that provides various benefits, including cashback on bookings and exclusive discounts. Our records indicate that your membership was activated on March 8, 2025. We understand that this may have been unexpected, and we want to assure you that we have canceled the membership to prevent any further charges.
  
  As a one-time exception, we have processed a refund for all transactions related to the Super+ membership, totaling $45. You can expect to see this amount reflected in your account within the next 3 to 5 business days.
  
  If you have any further questions or need assistance, please feel free to reach out. Were here to help!
  
  Thank you for your understanding.
  
  Warm regards,
  Super.com

• Initial Complaint

  Date:05/14/2025

  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 have been charged a bill of 30$ monthly for this, subscription? I don't even know what this store is, I've never been to San Francisco. I want my money back. I thought it was something I might have forgot about, but have found out like other users here apparently, that this is fraud. Again, I want my money back. Not just for this month but for every transaction that has occurred on my card ending in ****

  

  Business Response

  Date: 05/15/2025

  Dear David,
  
  Thank you for reaching out to us regarding the charges on your account. We appreciate the opportunity to clarify the situation for you.
  
  The Super+ membership is an optional subscription that provides various benefits, including discounts and cashback on bookings. Our records show that your membership started on March 8, 2025. We understand how concerning it can be to see unexpected charges, and we want to assure you that we have canceled the membership to prevent any future charges.
  
  As a one-time exception, we have processed a refund for all transactions related to your Super+ membership, totaling $76.97. You can expect to see this amount reflected in your account within the next 3 to 5 business days.
  
  If you have any further questions or need assistance, please feel free to reach out. We’re here to help!
  
  Thank you for your understanding.
  
  Warm regards,
  Super.com

  Customer Answer

  Date: 05/15/2025

  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,
  
  
  
  David P***

• Initial Complaint

  Date:05/14/2025

  Type:Service or Repair 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 December of 2024, my wife and I, were looking for accommodation for our holiday, over the festive season.
  My wife was searching on ************ and ***********, and found availability at a resort, in Lake Tahoe, California, Called The ******* ***** *** ******* Because it was the end of the year, i had a budget for getaway. My wife showed me this reservation, and asked me to pay it on my ****** *** in 4, we tried and was declined because it exceeded my available credit.
  She then booked a cheaper hotel, which went through, on ******.
  Without me knowing, my details were shared on this booking, and Super,com, intercepted my reservation, and accessed my banking details through ******, and used my checking account, WITHOUT MY CONCENT, or knowing, and debited the full amount from my Checking account.
  I was on holiday when i noticed this charge on my checking account and immediately notified my bank, ahold was put on the payment, and my $2808 were frozen.
  This took me two months to resolve, and got a full refund in February.
  In April of this year, Super.com debited my account, for the full amount, once again.
  So i had to do some investigation myself, i called Super.com, they notified me that this would be reversed, letter in attachment.
  I also requested a letter from the General Manager at the Hotel, he replied, stating he has no confirmation, of my booking or stay at the ******* resort, over the dates.
  
  Please may I ask for assistance to resolve this urgent matter.
  Kind Regards
  Victor F*******

  

  Business Response

  Date: 05/19/2025

  Dear Victor,
  
  Thank you for reaching out and sharing the details regarding your experience with Super.com. We appreciate the opportunity to assist you in resolving this matter.
  
  After reviewing your case and speaking with our travel partner, we are pleased to inform you that we have secured a refund for the charges made to your account. This refund has been processed to your original payment method and should reflect in your account within the next 3 to 5 business days. We understand how important it is to have clarity regarding your reservations and financial matters, and we are here to support you.
  
  If you have any further questions or need assistance with anything else, please feel free to reach out. We're committed to ensuring a positive outcome for you.
  
  Thank you for your understanding, and we look forward to assisting you further.
  
  Warm regards,
  Super.com

  Customer Answer

  Date: 05/20/2025

  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,
  
  
  
  Victor F*******

• Initial Complaint

  Date:05/13/2025

  Type:Service or Repair 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 appears to be operating a deceptive scheme with their hotel bookings. When customers try to cancel, Super.com claims that permission must come from the hotel. Meanwhile, the hotel insists that any changes must be approved by the third-party booking service—creating a loop of blame where neither party takes responsibility. This seems designed to frustrate customers into giving up, allowing both parties to keep the money.
  
  If you're persistent and manage to speak with someone who claims they've contacted the other party, you're then told that further approval is needed from an unspecified "travel partner." They often promise follow-up within a certain timeframe but fail to respond. Eventually, they stop answering altogether.
  
  This pattern suggests a coordinated effort between Super.com and some hotels to avoid issuing refunds and trap customers in a bureaucratic dead end. Consumers should be aware of this tactic and avoid using the platform or dealing with the hotels that are in on it.

  

  Business Response

  Date: 05/14/2025

  Dear Diana, 
  
  Thank you for reaching out and bringing this to our attention.
  
  We’ve reviewed your case and can confirm that your booking has been canceled. A full refund of $789.15 has already been processed to your original payment method, and you should see the funds reflected within 2–5 business days, depending on your bank. A confirmation email has also been sent for your records.
  
  We understand how important it is to have clear communication when handling booking changes, and we appreciate your patience throughout the process. Our team is always available to help navigate situations like this and ensure you're supported every step of the way.
  
  If you have any additional questions or need further assistance, don’t hesitate to reach out.
  
  Warm regards,
  Super.com Team

  Customer Answer

  Date: 05/15/2025

  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.

  However, it did take several follow up attempts and my communicating that I would be reporting them to BBB before they resolved this. My hope is that my complaint will improve their policies and customer service moving forward so others do not experience the same issues.

  
  
  
  Sincerely,
  
  
  
  Diana B**********

• Initial Complaint

  Date:05/13/2025

  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.

  Every 14th of the month this Super.com charges my card $15

  

  Business Response

  Date: 05/14/2025

  Dear Richard,
  
  Thank you for reaching out to us regarding the charges on your account. We appreciate the opportunity to assist you and clarify the situation.
  
  The Super+ membership is an optional service that provides a variety of benefits, including discounts and cashback offers, and requires your authorization to activate. After reviewing your account, we noted that your membership started on March 6, 2024.
  
  To prevent any future charges, we have canceled your Super+ membership. As a one-time exception, we have processed a refund for all charges related to the subscription, totaling $226.97. You can expect to see this amount reflected in your account within the next 3 to 5 business days.
  
  If you have any further questions or need assistance with anything else, please feel free to reach out. We're here to help!
  
  Thank you for your understanding.
  
  Warm regards,
  Super.com

  Customer Answer

  Date: 05/14/2025

  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,
  
  
  
  Richard J****

• Initial Complaint

  Date:05/13/2025

  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.

  I was charged $15 a month for something that I never requested or signed up for. This is fraud.

  

  Business Response

  Date: 05/14/2025

  Dear Christopher,
  
  Thank you for reaching out and sharing your concerns with us. We appreciate the opportunity to clarify this situation.
  
  The Super+ membership is an optional subscription that provides additional benefits, including discounts and cashback on bookings. After reviewing your account, we noted that your membership was activated on December 14, 2024, and has been successfully canceled as of May 13, 2025.
  
  We are pleased to inform you that we have processed a refund for the previous transactions related to the Super+ membership. This includes a refund of $30, along with an additional $45 for the remaining charges. You can expect to see these amounts reflected in your account within the next 3 to 5 business days.
  
  If you have any further questions or require assistance, please feel free to reach out. We are here to support you and ensure your experience is positive.
  
  Thank you for your understanding.
  
  Warm regards,
  Super.com

  Customer Answer

  Date: 05/14/2025

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

  "We are pleased to inform you that we have processed a refund for the previous transactions related to the Super+ membership. This includes a refund of $30, along with an additional $45 for the remaining charges. You can expect to see these amounts reflected in your account within the next 3 to 5 business days."
  
  What does this mean: “a refund of $30, along with an additional $45 for the remaining charges”
  
  

   

  
  
  Sincerely,
  
  
  
  Christopher K******

  

  Business Response

  Date: 05/15/2025

  Dear Christopher,
  
  Thank you for your follow-up message. We appreciate the opportunity to clarify the details regarding your refund.
  
  When you spoke with our customer support, they processed a refund of $30 on May 13 for one of the charges related to your Super+ membership. Additionally, we have refunded the remaining amount for the other months, which totals $45. This means that in total, you will receive a refund of $75 for all charges related to the Super+ membership that were taken from your account.
  
  You can expect to see the total refund reflected in your account within the next 3 to 5 business days.
  
  If you have any further questions or need assistance, please feel free to reach out. We're here to help!
  
  Thank you for your understanding.
  
  Warm regards,
  Super.com

  Customer Answer

  Date: 05/15/2025

  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,
  
  
  
  Christopher K******

• Initial Complaint

  Date:05/13/2025

  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 reservation through them at the ************************************* on March *******. They canceled my reservation without notifying me on March *******. I didnt realize my it was canceled until the end of April. The reservation was for May 2-5. I called the hotel a week before leaving with a special request because it was my birthday trip. They told me that I didnt have a reservation. So, I called Super.com and they confirmed that my reservation had been canceled; but couldnt tell me why. So, I booked directly through the hotel paying $1000 more for the suite. Because I didnt have a lot of time before going. On May 6, 2025 they charged my card a $1516.92. My bank told me to reach out to them and I did. I was told to send in documents showing that they charged my card and I did. The charge is still on my account. In conclusion , I booked the reservation on March 23, 2025, they canceled it without telling me on march 28, 2025 and then charged my card on May 6, 2025 (after I already booked with the hotel directly). I need them to remove the $1516.92 charge because I was unable to use the reservation because they canceled it!

  

  Business Response

  Date: 05/16/2025

  Dear ******,
  
  Thank you for reaching out and sharing the details of your experience. We appreciate your patience as we address your concerns.
  
  We understand how important your birthday trip was to you, and it is concerning to hear that your reservation was canceled without notification. We have escalated this matter and spoken with both the hotel and our travel partner. We are pleased to inform you that we have secured a refund for the original booking price of $1,516.92, which was charged to your card. You can expect to see this refund reflected in your original payment method within the next 3 to 5 business days.
  
  However, please note that we are unable to refund the additional costs incurred with the hotel for the new booking, as that reservation was made directly with the hotel.
  
  If you have any further questions or need assistance, please feel free to reach out. Were here to help and ensure you have a positive experience!
  
  Thank you for your understanding.
  
  Warm regards,
  Super.com