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:04/27/2025

  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 have two rooms at the same place and dates.I only need one room.I have contacted Super.com and ***** **** *** several times with no satisfaction of this problem.
  I have asked for a refund for one room or extending my stay by two days.
  Thanks
  Kathleen * *******

  Customer Answer

  Date: 04/28/2025

  I got a message saying that I would get a refund for one room. I will  see Monday or Tuesday if this happens.
  Thanks
  Kathleen M

  Customer Answer

  Date: 04/28/2025

  I misread the message.

   

  

  Business Response

  Date: 04/29/2025

  Dear Kathleen,
  
  Thank you for reaching out regarding your reservation. We appreciate your patience as we work to resolve your concerns.
  
  We have escalated your case and have spoken with both our travel partner and the ***** **** **** I’m pleased to inform you that we have secured a refund for one of the rooms in the amount of $123.57. You can expect to see the funds reflected in your account within the next 3 to 5 business days.
  
  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.
  
  Warm regards,
  Super.com

• Initial Complaint

  Date:04/26/2025

  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 5/24/2025, I checked out of ***** * Orange, California, due to they have a 28-day stay rule then you must check out which I did and book the hotel across the street called *** ******** ****** ***, however super.com had made an administrator oversight and booked me back to again to the same hotel I was leaving ***** *, although I booked it to the new hotel and also their application showed that I booked it to a new hotel so basically they gave me a credit back however when I went to the new hotel to book a room they did not allow any pets, so I had to cancel the booking and go to another hotel down the street called "******** **** *******", but the problem is now super.com says they cannot change or credit me although I booked another hotel with their Super.com card and they still got paid, so there was two hotels paid for I can only sleep in one at a night, so this is the information of the booking for the hotel I should get a credit at *** ******** ****** *** **** ** ****** *** *************** ** Confirmation Number:
  ********** *** ********

  

  Business Response

  Date: 04/30/2025

  Hi Terrence, 

  Thank you for taking the time to share this information.

  We’ve reviewed the details of your recent bookings and appreciate the opportunity to clarify the outcome. A full refund of $103.97 has already been processed for the original reservation impacted by a mapping issue, and an additional 10% of the booking value was added to your Super Travel account as a courtesy.

  For the subsequent reservation at *** ******** ****** *** (Confirmation **********), we’ve confirmed with the property that the booking was used. As a result, the hotel was unable to authorize a refund. In situations like this, where the stay was fulfilled, we rely on the property’s approval to proceed with any exceptions. If the hotel is willing to approve a refund, we’d be more than happy to revisit the case once we receive their confirmation in writing.

  We’re here to support and appreciate your understanding as we work within the policies set by our partners.

  Kind Regards, 
  Super.com

• Initial Complaint

  Date:04/26/2025

  Type:Customer Service 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 hotel through here on February 10. I did not agree to subscribe to anything and vividly remember saying that I did NOT want to be a super plus member. My debit card information was still used, however, to sign me up without my permission for a membership. I have been charged three separate times for this membership before I caught what was happening. I was charged $15 on February 14, $15 on March 14, and $15 on April 25 because that was when I finally had money in my account because of a refund from college. That is a total of $45 stolen from a broke college kid who really needed this money. If I do not get a refund for this money, I will be calling my bank to dispute these charges.

  

  Business Response

  Date: 04/27/2025

  Dear ******,
  
  Thank you for reaching out to us about the Super+ membership charges. We understand that you didn't intend to sign up for the membership and are upset about the charges.
  
  We want to assure you that Super+ is an optional subscription that requires customer approval to activate. We've reviewed your account and confirmed that the membership was activated on February 9, 2025. We've taken immediate action to cancel the membership to prevent any future charges.
  
  As a one-time exception, we've processed a refund of $45 on April 24, 2025, which covers the charges made on February 14, March 14, and April 25. You can expect the funds to reflect in your account within the next 3-5 business days.
  
  We understand the importance of this refund to you, and we're glad we could resolve the matter. 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: 04/27/2025

  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:04/26/2025

  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.

  Starting in September 2023, I was unknowingly enrolled into a recurring Super+ membership with Super.com, resulting in monthly charges of $15 to my credit card. I never knowingly authorized a subscription, nor was I clearly informed during the transaction that I was enrolling in a recurring membership.
  
  I never received a welcome email, membership confirmation, renewal notice, or any notification that explained recurring charges.
  I also never used the service — there are no purchases, bookings, or transaction history associated with my Super.com account.
  
  When I discovered the charges in April 2025, I disputed them with my credit card company. Super.com responded by providing a screenshot showing that my credit card information was entered into a pop-up form. However, the terms for the recurring membership were not clearly disclosed at the time.
  
  I have since found numerous similar complaints online describing deceptive and misleading enrollment practices by Super.com.

  

  Business Response

  Date: 04/28/2025

  Dear Yishan,
  
  Thank you for reaching out to us and sharing your experience. We appreciate your feedback and want to ensure that we address your concerns thoroughly.
  
  We understand how concerning it can be to notice unauthorized charges, and we want to assure you that we take these matters seriously. We have escalated your case and have attempted to reach out to you to confirm your ****** details in order to assist you further.
  
  To help us resolve your concern effectively, could you please respond with your ****** details? This information will allow us to move forward with your inquiry regarding the Super+ membership.
  
  We strive to provide transparency when it comes to our Super+ membership, which requires customer authorization to activate. We appreciate you bringing any discrepancies to our attention.
  
  If you have any further questions, please feel free to reach out. We're here to support you and work towards a resolution.
  
  Thank you for your understanding, and we look forward to your response.
  
  Warm regards,
  Super.com

  Customer Answer

  Date: 04/28/2025

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

  Thank you for your response. However, to ensure proper documentation and security, I would prefer that the refund be issued directly back to my original form of payment, which is my ******** card, since the charges were made there.

  
  Please confirm if you are able to process the refund to my ******** card.

  
  Sincerely,
  
  Yishan S****

  

  Business Response

  Date: 04/29/2025

  Dear Yishan,
  
  Thank you for your response and for expressing your preference regarding the refund. We appreciate your attention to ensuring the proper documentation and security.
  
  We initially attempted to process the refund directly back to your ******** card; however, we encountered an error message during that process. This is why we requested your ****** details as an alternative to facilitate the refund.
  
  If you are comfortable providing your ****** information, we will proceed with processing the refund immediately. Otherwise, please let us know how you would like to proceed, and we’ll do our best to accommodate your request.
  
  Thank you for your understanding, and we look forward to resolving this matter for you.
  
  Warm regards,
  Super.com
  

  Customer Answer

  Date: 04/29/2025

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

  Hi Super.com,

  Thank you for your response. I followed up with ********, and they confirmed there have been no refund attempts made to my account. Based on this, I’m concerned that a refund was not actually processed on your end.

  If refunding to the original payment method is not possible for you, I am willing to accept a ****** refund.

  Please confirm the full refund amount, and once confirmed, you may send it to: **********************.

  Thank you,

  Yishan S****

  

  Business Response

  Date: 05/01/2025

  Hi Yishan, 

  Thank you for your continued communication.
  
  We’ve completed a full review of your account and appreciate your patience while we worked to resolve this matter. We’ve processed a full refund of $270.00 to your ****** account, covering 18 months of Super+ membership charges. A confirmation email and refund receipt have also been sent for your records. Please allow 3–5 business days for the refund to reflect.
  
  We understand the importance of transparency and take this feedback seriously as we continue to improve the membership experience. Should you have any additional questions or need support in the future, our team is always here to help.
  
  Warm regards,
  Super.com

  Customer Answer

  Date: 05/04/2025

  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,
  
  
  
  Yishan S****

• Initial Complaint

  Date:04/25/2025

  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'm filing a complaint on super.com for 2 occurrences on 2 different dates that both problems was not resolved on my behalf. The first occurrence happened on 04/23/25. I had made a reservation for a room at the extended stay hotel that booking confirmation was B_18189265. I had been working the night shift into overnite shift hours and went to check in when I was off work. I was told by the hotel that they had canceled my reservation since I didn't check in by 3:45pm. I understood that it was the early hours that I was checking in the following day. I knew that I was going to only have a few hours before checkout time at 11pm. I was fine with that I just needed a shower and few hours of sleep and off to work again. I reached out to super com in regards to this matter and getting a refund since I had been cancelled by the hotel. While still at the hotel trying to resolve the issue the front desk told me that he saw in the system that super.com just changed the dates of my stay till later that day which would be for 04/23/25-04/24/25. I had to sleep in my car and wait till check in at 3pm. I went back to the hotel thinking I was going to get a room but the hotel stated nothing had been reserved or changed on my behalf. Again I reach out to super.com explaining the situation and the agent stated that I needed an email from hotel. They got 2 verbal confirmations one on the hotels recorded calls and on my phone and the email from the hotel. They sent me an email stating for me to go back to hotel to get a different email to their liking. Today I made a reservation for 2 nights on super.com website B_ ******** for a hotel called quality suites with great amenities for the price. Well gps send me to Red roof inn and says my reservation is with them. The room that I paid for because of the amenities was not with quality suites like the website stated and I payed for but for Red roof inn. I called to get it resolved and was told they was sorry but couldn't refund.w

  

  Business Response

  Date: 05/05/2025

  Dear *******,
  
  Thank you for reaching out and sharing your experiences with us. We appreciate the opportunity to address your concerns, and we understand how important it is to find a resolution.
  
  We want to assure you that we are currently looking into your case. Our team is actively communicating with our travel partners and the hotel to ensure we understand the details of both occurrences and work towards a satisfactory solution.
  
  We appreciate your patience as we navigate this process. We know it can take some time, and we are committed to keeping you informed. Once we have a resolution, we will provide you with a follow-up email.
  If you have any additional questions or need further assistance in the meantime, please feel free to reach out. We're here to help!
  
  Thank you for your understanding.
  
  Warm regards,
  Super.com

• Initial Complaint

  Date:04/25/2025

  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 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: 04/28/2025

  Dear Emily,
  
  Thank you for reaching out and sharing your experience with us. We truly appreciate the opportunity to address your concerns.
  
  We want to clarify that the Super+ membership is an optional subscription that requires your authorization to activate. We understand that this situation can be confusing, and we are here to help.
  
  As a one-time exception, we have processed a refund of $120 to your account and have canceled your Super+ membership to ensure that no further charges occur. You can expect to see the refunded amount reflected in your account shortly.
  
  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.
  
  Warm regards,
  Super.com

  Customer Answer

  Date: 04/28/2025

  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,
  
  
  
  Emily W*******

• Initial Complaint

  Date:04/25/2025

  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.

  The transaction happened on Aug 2024, 18th day, recurring charge every month.
  I utilized this company to make a hotel reservation and that was all. I did not join a membership. We have been being charged all this time and didn’t realize it. I never utilized this company again for anything whatsoever and I never intended to join a company for monthly services. I see that they have a lot of complaints through your system with the same issues and the people also realized that they were inappropriately put into a program that I had no idea about.
  Resolution: I would like to have a full refund for all the months that they have charged me. I have already contacted them and cancelled this membership. I would like some resolution on these charges.
  
  The service they gave me was making one reservation in August that they got credit for making - I received a small discount on the hotel reservation. I have never made any other reservations with them or done any other business with them whatsoever. Thank you for looking into this. I look forward to hearing from youo.

  

  Business Response

  Date: 04/28/2025

  Dear Suzanne,
  
  Thank you for reaching out and sharing your experience with us. We appreciate your feedback and understand how important it is to resolve your concerns.
  
  We have escalated your case and thoroughly reviewed your account. The Super+ membership is an optional subscription that requires customer activation. We found that your membership was canceled on April 25, 2025. As a one-time exception, we have processed a refund for $89.94, which covers all transactions related to the Super+ membership.
  
  You can expect to see the refunded 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 are here to help and ensure you have a positive experience.
  
  Thank you for your understanding, and we look forward to assisting you further!
  
  Warm regards,
  Super.com
  

  Customer Answer

  Date: 05/05/2025

  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,
  
  
  
  Suzanne G******

• Initial Complaint

  Date:04/25/2025

  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 room while visiting another city and you guys take it upon yourself to charge me for a membership that I never applied for. Becoming a member is an option, one which I did not accept and you guys still took it upon yourselves to disregard me not choosing a membership and still charge my card a membership.

  

  Business Response

  Date: 04/27/2025

  Dear Sharityn,
  
  Thank you for reaching out to us about the Super+ membership charge. We understand that you didn't intend to sign up for the membership.
  
  We want to assure you that Super+ is an optional subscription that requires customer approval to activate. We've reviewed your account and confirmed that the membership was activated on April 18, 2025, and subsequently cancelled via our automated IVR on April 24, 2025. A refund of $15 was also processed on April 24, 2025. You can expect the funds to reflect 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

• Initial Complaint

  Date:04/25/2025

  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.

  Super.com (Super+) made a charge to my credit card account for $15 five days after booking a room for a couple of nights. Super+ setup automatic payments without my authorization. I did not request, authorize, or ask for any monthly service. I reported the fraud transaction to the company that issued my credit card. Super.com will now need to deal with ***** ***** for fraud.

  

  Business Response

  Date: 04/27/2025

  Dear Barry,
  
  Thank you for reaching out to us about the Super+ membership charge. We understand that you didn't intend to sign up for the membership.
  
  We want to assure you that Super+ is an optional subscription that requires customer approval to activate. We've reviewed your account and confirmed that the membership was activated on April 20, 2025, and subsequently cancelled via our automated IVR on April 25, 2025.
  
  As a one-time exception, we've processed a refund of $15. You can expect the funds to reflect 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

• Initial Complaint

  Date:04/25/2025

  Type:Sales and Advertising 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 hotel on Super.com for one night in **********. Super did not inform me or did not make it clear that when I was booking this hotel room that I was signing up for a $15 monthly subscription they also stated this nowhere on my booking confirmation email that they had sent me that had details about said transaction!! My card is calling the transaction fraudulent and is trying to get me to cancel my credit card!

  

  Business Response

  Date: 04/25/2025

  Dear *****,
  
  Thank you for reaching out to us about your concerns regarding the Super+ membership. We understand that you booked a hotel room and were not aware of the membership sign-up.
  
  We want to assure you that Super+ is an optional subscription that requires approval to activate. We've reviewed your account and have taken action to cancel the membership. We're also processing a refund of $15. You can expect the funds to reflect 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: 04/25/2025

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