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:05/02/2025

  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.

  Did not join or request ...

  

  Business Response

  Date: 05/06/2025

  Dear *******,
  
  Thank you for reaching out regarding your concerns about the Super+ membership. We appreciate the opportunity to clarify this matter for you.
  
  The Super+ membership is an optional service that requires your approval to activate. We understand that you did not join or request this membership, and we take your feedback seriously.
  
  We have escalated your case and, as a one-time exception, have processed a refund for all charges related to this subscription. A refund of $45 has been processed and will reflect 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!
  
  Warm regards,
  Super.com

• Initial Complaint

  Date:05/02/2025

  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.

  My son is a teenger with a debit card linked to my account. I noticed that he has been charged $15 a month for last 9 months for a travel discount membership. When i contacted the company to dispute the charge, I was told that he must have been offered a 10% discount from door dash ( partner) and did not read the fine print. By accepting the 1 time discount, he would have committed to the membership and monthly fee. I explained to them that my son has never used doordash, and i was told that perhaps it was a differet travel parnter. I find it interesting that Super.com is unable to provide any proof of the agreement.

  

  Business Response

  Date: 05/05/2025

  Dear *******,
  
  Thank you for reaching out to us regarding the charges on your account. We appreciate the opportunity to assist you and understand your concerns.
  
  The Super+ membership is an optional service that requires customer approval to activate. We have escalated your case and reviewed the details surrounding the charges associated with your sons account.
  
  As a one-time exception, we have processed a refund of $135.00, 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 require assistance, please feel free to reach out. We're here to help and ensure you have a positive experience with Super.com.
  
  Thank you for your understanding, and we appreciate your patience.
  
  Warm regards,
  Super.com

• Initial Complaint

  Date:05/01/2025

  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.

  I have been using super for quite a while now. I am a super+ member in order to take advantage of the ten percent back. My last 4 trips I have not received my credits. I have done multiple online chats to try and resolve this. The agent will tell me to wait while they research and then i will be disconnected due to inactivity. I have called and the agent agreed I was due the credits and it would be escalated and someone would reach out. This was 3 weeks ago. No one has reached out. I have wasted hours of my life trying to resolve this and nothing. This feels like a scam and fraud. Also earlier this year I booked at ***** *** ****** and when I called the hotel they had me in a different room than what I purchased from Super.com. I spent a few weeks trying to resolve this till I finally gave up and cancelled the trip. I ended up having to spend more booking elsewhere. It is a shame becuase I have used them many times and recommended them to many people.

  

  Business Response

  Date: 05/02/2025

  Dear Andrew,
  
  Thank you for reaching out and sharing your experience with us. We truly appreciate your loyalty and the opportunity to address your concerns.
  
  Our support team has reviewed your case and confirmed that there are earning limits associated with the Super Travel Credits. Specifically, the limit is set at $100 equivalent per month and $500 equivalent per year. It appears that you have reached these limits, which is why you have not received any further credits for your last few trips.
  
  We understand that this may not be the resolution you were hoping for, but please know that this is our final response regarding this matter, and we are considering the case closed from our side. We genuinely value your time and appreciate your patience as you navigated this situation.
  
  Regarding your prior bookings, we are committed to ensuring that our customers have a positive experience. Your feedback will help us improve our services.
  
  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, and we look forward to continuing to serve you.
  
  Warm regards,
  Super.com

  Customer Answer

  Date: 05/02/2025

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

  I have not received $500 in credits this year. Nowhere close. The trips i am inquiring about were in March. I had not received any credits in February or March. When I booked the hotels it said I would be receiving a credit. This is false advertising. If I had not received any credits in February why am I being rejected in March. Why is your website saying I will receive credits when I book? 
  
  
  
  Sincerely,
  
  
  
  Andrew G*****

  

  Business Response

  Date: 05/03/2025

  Dear Andrew,
  
  Thank you for following up regarding your credits. We appreciate your inquiry and are here to provide you with the information you need.
  
  After reviewing your bookings made in March, we noted that a couple of reservations were canceled, specifically for the ******** ***** ******* ** ****** ******* ***** ******** ****** *********** and the **************** ***** ** ***** ******** ****** ***********.
  
  At this time, our records show that you have a credit balance of $109.14, along with pending credits of $96.63 that are in the process of clearing. You can look forward to seeing these amounts reflected in your account soon.
  
  We always aim to provide clear information about our credit system, and we appreciate your feedback on this matter. If you have any further questions or need assistance, please feel free to reach out. We're here to help!
  
  Warm regards,
  Super.com

  Customer Answer

  Date: 05/05/2025

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

  Yes those 2 reservations were cancelled but rebooked for the same days for me. I used the reservation and was fully charged.

  **********

  as well as 
  **********

   

  I also have 

  **********

  Which I put under my wifes name because she was arriving before me. 

   

  Why did I not receive these credits?
  
  
  
  Sincerely,
  
  
  
  Andrew G*****

  

  Business Response

  Date: 05/08/2025

  Dear Andrew,
  
  Thank you for your follow-up email. We appreciate your patience as we looked into your reservations and credits.
  
  We want to let you know that we have escalated your case, and I'm pleased to confirm that the remaining cashback has now been credited to your account. Your current credit balance is $277.81, which can be used for future bookings.
  
  If you have any further questions or need assistance with anything else, please feel free to reach out. We're here to help and ensure you have a positive experience!
  
  Thank you again for your understanding.
  
  Warm regards,
  Super.com

  Customer Answer

  Date: 05/08/2025

  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,
  
  
  
  Andrew G*****

• Initial Complaint

  Date:05/01/2025

  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 was charged may 1st for $15, i was under the impression i was just signing up and that i was creating an account under ******** from the statement we have no access to my card believing i wasnt gonna get charged. *** never used the membership and canceled it moments after i was charged. is it possible to receive a refund

  

  Business Response

  Date: 05/02/2025

  Dear *********,
  
  Thank you for reaching out to us regarding your recent charge. We appreciate the opportunity to assist you.
  
  I want to clarify that the Super+ membership is an optional subscription that requires your authorization to activate. We understand that there may have been some confusion during the sign-up process.
  
  As a one-time exception, we have processed a refund for the $15 charge. 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. Were here to help!
  
  Warm regards,
  Super.com

• Initial Complaint

  Date:05/01/2025

  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 canceled my membership with Super.com and I haven't received my money back.

  

  Business Response

  Date: 05/02/2025

  Dear *****,
  
  Thank you for reaching out regarding your Super+ membership. We appreciate your patience and the opportunity to assist you.
  
  I want to assure you that we have confirmed your membership has been successfully canceled. As a one-time exception, we have processed a refund for the $15 charge. 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!
  
  Warm regards,
  Super.com

• Initial Complaint

  Date:04/30/2025

  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.

  Hello Good Morning,
  
  I received a $30 charge on my *****  Account from “Super Super +” this morning(04/30/2025) and I have never heard of you guys ever so I definitely did not purchase a membership or anything from you guys to be receiving this charge. Im respectfully asking if the $30 can rightfully so be refunded, otherwise i’d have to go through my bank which I feel is really unnecessary.

  

  Business Response

  Date: 04/30/2025

  Hi Jayson, 

  Thank you for reaching out. We’ve reviewed your account and have processed a full refund of the $30 charge - it looks like you may have initially signed up for a trial account which was then billed once the trial expired. The Super+ membership has also been canceled to ensure no further billing occurs.
  
  We appreciate you bringing this to our attention and are glad we could help resolve the issue promptly. If there's anything else you need, our team is here to assist.
  
  Warm regards,
  Super.com Team

• Initial Complaint

  Date:04/30/2025

  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.

  ResolvedMore infoI never signed up for a subscription, yet they keep charging me $15 a month. I had to get my card changed bc I could not cancel the membership. I disputed the most recent charge to get some sort of refund for the money they stole, and had to put a stop payment order on my account to protect myself. I have no idea how they got my card information.

  

  Business Response

  Date: 04/30/2025

  Hi *****, 
  
  Thank you for reaching out to us. After reviewing your account, we found that the charges were associated with an ongoing Super+ subscription. Weve gone ahead and canceled your Super+ membership and refunded the $60 in charges as requested.
  
  We understand your concerns and appreciate you bringing this matter to our attention. The refund should reflect on your account shortly. If you have any further questions or need additional assistance, feel free to contact us. We're here to support you.
  
  Warm regards,
  Super.com Team

• Initial Complaint

  Date:04/29/2025

  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.

  This site is not authorized to represent our business. They are advertising rates well below our rates as click bait. We are losing business. They are not licensed to use our trademark in ads either but are doing that too. They are doing this to numerous hotels in ***************, not just ours

  

  Business Response

  Date: 05/02/2025

  Dear *******,
  
  Thank you for reaching out to us regarding your concerns about the listing of your hotel on our site. We appreciate you bringing this to our attention.
  
  We understand how important it is to represent your business accurately and fairly.
  
  We want to assure you that we have escalated this matter and the appropriate team has already taken action and the deals will not be available on our site anymore.
  
  If you have any further details to share or if there's anything else we can do to assist, please feel free to let us know. We are here to help and ensure a resolution that works for you.
  
  Thank you for your understanding.
  
  Warm regards,
  Super.com

• Initial Complaint

  Date:04/29/2025

  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 booked a 3-night stay at the Foot of the ************** in ******* from April 2023 (confirmation number: B_17711914) through Super.com. When I arrived, the room I was placed in for the first 2 nights was in terrible condition and well below standard. The sink was completely clogged and wouldnt drain, the tub was extremely dirty (photos attached), and the towels were stained. I raised these concerns with the staff at check-in, but they were dismissed. I waited until the third day to speak with the manager, ****** who acknowledged the issues, moved me to a different room, offered a refund for one night ($92, including tax). However, since I booked through a third-party platform, he said the refund would need to be processed by Super.com, but that he would approve and authorize it on his end in emial. I then tried reaching Super.com. I called twice and waited on hold for over 30 minutes each time, but no one answered. I went on their live chat and explained the situation to an agent, who asked me to send an email with the managers approval. I followed these instructions and forwarded the managers email, along with an explanation of the situation, to their support team.I received no response. I went back to live chat, only to be met with an agent who was completely dismissive and seemed unable to understand the issue. Despite me repeatedly explaining that I had already provided the managers written approval and even giving them my email address to search for it, the agent kept repeating irrelevant statements like, We dont issue refunds without written approvalwhich I clearly already provided. It felt like I was speaking to an incompetent, disconnected from reality. Im incredibly frustrated by this entire experience. Super.com is clearly obstructing the refund process despite the hotel managers written approval. I am scammed and defrauded by Super.com. This refund has already been authorized by the hotel. I demand that the refund be processed immediately.

  

  Business Response

  Date: 05/02/2025

  Dear Somayeh,
  
  Thank you for reaching out and sharing your experience regarding your recent stay at the Foot of the **************. We truly appreciate your feedback and understand how important it is to ensure a comfortable experience for our customers.
  
  After carefully reviewing your case, Im pleased to inform you that we have processed your refund, and a follow-up email confirming this has been sent to you. We genuinely want to ensure that such situations are avoided in the future, as we highly value our customers' experiences.
  
  As a third-party platform, our role is to facilitate the reservation process, while the hotel is responsible for the upkeep of their premises. We are glad that we could assist in resolving this matter for you.
  
  If you have any further questions or need assistance with anything else, please dont hesitate to reach out. We're here to help!
  
  Thank you for your understanding.
  
  Warm regards,
  Super.com

  Customer Answer

  Date: 05/03/2025

  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,
  
  Somayeh (Pari) ******

• Initial Complaint

  Date:04/29/2025

  Type:Delivery 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 from Super.com on April 26, 2025 with an additional $20 cost for the ability to cancel up until May 3, 2025 (date of booking). On April 28, 2025 I cancelled the booking and requested my refund.
  
  I had to fill out an application for refund by selecting a reason from a drop down list that limited the reasons they deemed acceptable. They demand excessive documentation by doctors, lawyers, etc. to process the refund. It's beyond jumping through hoops. I injured myself and they want information from my doctor that I'm not comfortable disclosing to them and they will not proceed with my application unless I submit everything they request.
  
  This is over a $211.00 dollar hotel booking. They make the process exhausting so you give up and surrender your money. This has scam written all over it.

  

  Business Response

  Date: 04/30/2025

  Hi Stacie, 

  Thank you for contacting us. We understand how challenging this situation must be and want to help guide you on the next steps.
  
  The enhanced refund option included with your booking is designed to provide support in specific circumstances, such as unforeseen emergencies. To determine eligibility and process a request, you would need to reach out directly to the enhanced refund provider. Their contact information can be found in your booking confirmation email.
  
  Please note that they may require proof of the situation, such as documentation. While we understand your hesitation, this information is necessary to ensure the claims process is fair and accurate. We encourage you to connect with the enhanced refund provider to open a case and review your options.
  
  If you have further questions or need assistance accessing the contact details, feel free to reach out.
  
  Warm regards,
  Super.com Team