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:05/13/2025

  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 made a reservation (B_18534027) for a ************ in *************** from 5/18-5/22 for which I had purchased an enhanced cancellation for a fee of $83. My reservation was abruptly cancelled. I contacted ****** and was informed that Super.com cancelled my reservation. However, Super.com customer service tell me something else, that there was a "system error" at ******, and did not offer to reinstate my reservation. They refunded my reservation but refuse to refund me the $83 even though it was their error. I am now left without a hotel reservation a week before my trip and out $83 for cancellation enhancement that is moot given they cancelled my reservation.

  

  Business Response

  Date: 05/16/2025

  Dear *****,
  
  Thank you for reaching out to us regarding your recent reservation at the ************ in ***************. We truly appreciate your feedback and the opportunity to assist you.
  
  After reviewing your case, we understand how important it is to have a reliable booking, especially with your upcoming trip. We recognize that the situation regarding the cancellation and the enhanced cancellation fee is important to you.
  
  As a one-time exception, we have processed a refund for the $83 you paid for the enhanced cancellation option. 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 support you!
  
  Thank you for your understanding, and we hope your upcoming trip is a wonderful experience.
  
  Warm regards,
  Super.com

• Initial Complaint

  Date:05/12/2025

  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 noticed a $15 dollar payments to a super.com+ subscription that I know I did not sign up. It happened today as I received a fraud notice from my bank. I did not sign up for their + subscription so its concerning why I would be receiving charges on my account. Please cancel the subscription that I wasn't aware of having.

  

  Business Response

  Date: 05/13/2025

  Dear *****,
  
  Thank you for reaching out regarding the unexpected charge on your account. We appreciate the opportunity to clarify the situation.
  
  The Super+ membership is an optional subscription that provides various benefits, including cashback on purchases and exclusive discounts. It requires customer authorization to activate, and we understand your concern regarding the charge.
  
  We have canceled your Super+ membership to ensure there are no further charges. As a one-time exception, we have processed a refund for all funds related to the Super+ membership, totaling $16.97. 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: 05/13/2025

  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,
  
  ***** Over

• Initial Complaint

  Date:05/11/2025

  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 made a reservation through Super.com for ***** *** in Durango, Colorado and Super.com did not follow through with the reservation and I had to pay for the room out of pocket. I contacted Super.com and filled out all required information and documentation. I was told 3 days later that I had not sent all information and Super.com told me they where no longer going to follow through with refunding me my money.

  

  Business Response

  Date: 05/16/2025

  Dear David,
  
  Thank you for reaching out and sharing your experience with us regarding your reservation at the ***** *** in Durango, Colorado. We truly appreciate your patience as we’ve reviewed your case.
  
  We want to inform you that we have successfully secured a free of charge cancellation for your reservation. As a result, we have processed a refund for the amount of $143.99, which you can expect to see reflected in your account within the next 3 to 5 business days.
  
  We understand how important it is to have your concerns addressed, and we appreciate the effort you put into providing the necessary documentation. If you have any further questions or need assistance, please don’t hesitate to reach out.
  We’re here to help!
  
  Thank you for your understanding, and we’re glad to have resolved this matter for you.
  
  Warm regards,
  Super.com

  Customer Answer

  Date: 05/22/2025

  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 K****

• Initial Complaint

  Date:05/11/2025

  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.

  Super Plus charged me $15 today on Sunday May 11th. I did not authorize this on my phone. Upon research my son did this on May 5th because they promised $20 for free (lol kids) and upon further research it says that it was a 7 day trial and that you can cancel anytime before the 7th day. It's now the 11th and if my math is correct that's only 6 days so why is there a $15 charge on my account? I would like my funds back and I have canceled the service.

  

  Business Response

  Date: 05/12/2025

  Dear Brigit,
  
  Thank you for reaching out to us regarding the recent charge on your account. We appreciate the opportunity to clarify this situation for you.
  
  We understand that sometimes kids may inadvertently sign up for subscriptions, and we’re here to help. The Super+ membership is an optional service that provides benefits such as cashback on purchases. It is designed to be activated with customer authorization.
  
  We have canceled the Super+ membership to prevent any further charges. As a one-time exception, we have processed a refund of $15, which you can expect to see 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 don’t hesitate to reach out. We're here to help!
  
  Thank you for your understanding, and we hope this resolves your concerns.
  
  Warm regards,
  Super.com

• Initial Complaint

  Date:05/11/2025

  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 the last 2 months for this super+ service and have never heard of it or signed up for it. They just started charging me every month. I want my money back this is predatory and illegal.

  

  Business Response

  Date: 05/12/2025

  Dear *****,
  
  Thank you for reaching out to us regarding the recent 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 cashback on purchases and exclusive discounts. According to our records, the membership started on December 1, 2024. We want to assure you that we have now canceled the membership, so you will not receive any further charges.
  
  As a one-time exception, we have processed a refund for all charges related to the Super+ membership, totaling $91.97. You can expect to see this amount reflected in your original payment method 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: 05/12/2025

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

• Initial Complaint

  Date:05/10/2025

  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've noticed that I'm getting billed monthly for Super+ even though I did not sign up at all. So far my bank is declining the charges, but I would appreciate it if the charges would stop.

  

  Business Response

  Date: 05/12/2025

  Dear Brooke,
  
  Thank you for reaching out regarding the monthly charges on your account. We appreciate the opportunity to address your concerns.
  
  I would like to clarify that the Super+ membership is an optional subscription that provides various benefits, including discounts on hotel bookings, cashback on purchases, and exclusive deals. Activation of this membership requires explicit customer authorization, and we take your authorization seriously.
  
  We have canceled your Super+ membership to ensure that you will not receive any further charges. If you have any further questions or require additional assistance, please do not hesitate to contact us.
  
  We are committed to providing you with the best possible support.
  
  Best regards,
  Super.com

• Initial Complaint

  Date:05/10/2025

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  On 5/9/25 I purchased 2 hotel stays through Super.com for the intent of driving dross-country with my partner. Unfortunately my partner got into a car accident, and we are no longer able to drive cross-country next week as we have to prioritize other issues that have arisen. Super.com has a convoluted and scammy refund process and denied both our refund requests because "its not within 24 hours of the trip". Nowhere previously is this made clear to be any kind of policy, and spending over $400 on a trip that now has to be cancelled means I'm going to have to chargeback my money that this scam company **** me.

  

  Business Response

  Date: 05/16/2025

  Dear *******,
  
  Thank you for reaching out and sharing your experience with us. We appreciate your feedback and understand the unexpected circumstances you are facing after your partner's car accident.
  
  We want to assure you that we are actively looking into your case regarding the hotel stays you purchased through Super.com. We recognize the importance of addressing your concerns and are here to support you as we work towards a resolution.
  
  Our team is reviewing your request and will provide you with a follow-up email once we have more information to share. We appreciate your patience as we navigate this process together.
  
  If you have any more questions or need assistance in the meantime, please dont hesitate to reach out. We're here to help!
  
  Thank you for your understanding.
  
  Warm regards,
  Super.com
  

• Initial Complaint

  Date:05/10/2025

  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 did sign up for this. But after a month, I cancelled it and stopped my subscription. But they continue to take $15 a month out. I've tried to stop this through their app but to no avail. Can you please help me?

  

  Business Response

  Date: 05/12/2025

  Dear Robin,
  
  Thank you for reaching out to us regarding your Super+ membership. We understand how important it is to have clear control over your subscriptions, and we appreciate your patience as we address your concerns.
  
  We want to assure you that your Super+ membership has been canceled to prevent any further charges. As a one-time exception, we have processed a refund for all charges relating to the Super+ membership, totaling $121.97. You can expect to see this amount reflected in your original payment method within the next 3 to 5 business days.
  
  If you have any further questions or need assistance with anything else, please don’t hesitate to reach out. We're here to help!
  
  Thank you for your understanding, and we hope you have a wonderful day!
  
  Warm regards,
  Super.com

• Initial Complaint

  Date:05/09/2025

  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.

  1. 4/16/2025 paid $112.83 at Super.com Hotel: $100.84 Refundable option $11.99 Booking confirmation: B_18089003 Stay 4/18_4/19 2. We visited the hotel on 4/18/2025 ********* was under maintenance.I canceled with the Hotel and got a cancellation number.3. I visited the Super.com website to cancel my booking and request a refund, but it denied my request for unknown reasons. (Waste $11.99 for refund optional)4. Contacted super.com to cancel and refund. They need a cancellation letter from the hotel. I have only a cancellation confirmation number. They do not accept this number and need only a letter from the hotel. I got an email from the hotel, but they have not responded, and I have not received a refund yet.5. They're dragging their feet because they won't refund the money.

  

  Business Response

  Date: 05/12/2025

  Dear ********,
  
  Thank you for reaching out regarding your recent hotel reservation. We appreciate the opportunity to assist you and want to ensure that your concerns are addressed.
  
  After carefully reviewing your case and speaking directly with the hotel, we are pleased to inform you that we have successfully secured a refund. A refund of $101.83 has been processed back to your original payment method, and you can expect to see it reflected in your account within the next 3 to 5 business days.
  
  We understand that navigating this situation has been time-consuming, and we appreciate your patience throughout the process. If you have any further questions or need assistance with anything else, please dont hesitate to reach out. We
  are here to help!
  
  Thank you for choosing Super.com, and we look forward to serving you again in the future.
  
  Warm regards,
  Super.com

  Customer Answer

  Date: 05/12/2025

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

• Initial Complaint

  Date:05/09/2025

  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.

  Booked a hotel reservation on Super.com on the evening of 5/8. Called the hotel on 5/9 to confirm booking made and the hotel confirmed they DO NOT have the booking reservation I made on Super.com. Connected with an Agent on a chat via the Super.com website about this matter and they stated that the hotel NOT having my booking is their "standard procedure" and that the hotel will have this reservation near the check in date. There is no way to confirm the hotel will have this reservation and there is no additional help or guidance from the agents of this company. I have also called three times and waited on the line for over half an hour. When I was finally greeted with someone to address this issue, he couldn't address it and tranfered me to another line which I am still waiting on. My booking number though super.com was B_18481259.

  

  Business Response

  Date: 05/12/2025

  Dear Ezralei,
  
  Thank you for reaching out and sharing your experience regarding your upcoming stay. We truly appreciate your patience as we address your concerns.
  
  I want to reassure you that we take your situation seriously, and we have been working diligently to resolve this matter. After contacting the hotel directly, Im pleased to inform you that they have confirmed your reservation. Your hotel confirmation number is **********.
  
  We understand how important it is for you to have confidence in your booking, and we are dedicated to making sure your stay is enjoyable.
  
  If you have any further questions or need assistance, please feel free to reach out. Were here to support you and ensure a great experience with Super.com!
  
  Thank you again for your understanding.
  
  Warm regards,
  Super.com

  Customer Answer

  Date: 05/12/2025

   
  Complaint: 23311400
  
  I am rejecting this response because:

  I called to reconfirm the booking with the Hilton on 5/12. Initially they did not have it, and the third time I called and spoke with the front desk they confirmed they did that a reservation under my name (Ezralei *******) but instead of one reservation there are TWO reservations which are the following:

  - One room reserved under myself, prepaid through Super.com for a standard ocean view king bed room, the front desk person mentioned that this room is due for renovations.

  - One room reserved under my partners ****** ****-*****, prepaid and booked through the Hilton(?), this room is the tapa collection ocean view, nonrefundable, and the address on this reservation is *******************, and we do not have any knowledge of where this address came from. The front desk person also mentioned that this room has been renovated unlike the one that is reserved under my name.

  Both rooms are located in different towers on the Hilton property. One room was booked with the 3rd party (Super.com) and the other was booked directly from the Hilton website which I did not do. I didn't book two rooms, I only booked one room as reflected on the booking reservation on Super.com. I don't know where this is coming from and how it will affect what I have already paid. I don't want to go to the hotel and they say that I now have to pay for both rooms when I only reserved one. This is very unprofessional, confusing, and concerning to me.

  Please bring your attention to this matter and find a solution. Super.com already charged my credit card $388.98 for the ONE ROOM I reserved. I do not want any surprise charges because of their negligence in this matter. 

  
  Sincerely,
  
  Ezralei *******

  

  Business Response

  Date: 05/14/2025

  Dear Ezralei,
  
  Thank you for your follow-up email. We appreciate your detailed explanation of the situation, and we understand how important it is to clarify your reservations.
  
  After reviewing your case, we can confirm that we are unable to address the booking made directly through Hilton as that is managed by them. We recommend reaching out to them directly to discuss the reservation under your partner's name, as they will have the most accurate information regarding that booking.
  
  For the reservation made through Super.com, to proceed with a refund, well need to obtain written approval from the hotel for this charge. We appreciate your understanding as we navigate this process, and were here to assist you with any further questions or support you may need.
  
  Thank you for allowing us to help.
  
  Warm regards,
  Super.com