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:08/28/2025

  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 with what I thought was *********** but a pop up window sent me to Super.com
  It was a non refundable Sun Aug 17, 2025 Tue Aug 19, 2025 pre paid for the reservation but I bought the extra insurance to have the option to cancel. it was for myself and a friend.
  My friend had a medical emergency and went to ER and stayed overnight for observation.
  I recached out to the company to request a refund and the company redirected me to a 3rd party website called *************
  I started the process for the refund and was asked to provide my checking account information and to submitted medical documents. I submitted a screen shot of her summery of her ER visit and the patient information. the company came back with the reply stating they need a Doctors note with more detailed information. I am unsure if this violated any HIPPA Laws and feel uncomfortable providing more detailed information to the travel insurance company.

  

  Business Response

  Date: 08/29/2025

  Hi ***,
  
  Thank you for reaching out to Super.com. We appreciate your communication and the opportunity to assist you regarding your recent reservation.
  
  Your reservation included an enhanced refund option, which is an add-on feature designed to provide refunds under specific approved situations like medical emergencies, natural disasters, or flight cancellations. You can find the terms and conditions for this option in the link provided in your confirmation email.
  
  To proceed with a refund under this option, the process must be initiated directly with the enhanced refund provider. They require the submission of specific documentation as outlined in their terms. If ************* is requesting a doctor's note as one of their requirements, this will need to be provided for them to proceed with your refund request.
  
  If you need any assistance in navigating this process or have additional questions, feel free to reach out to us. We're here to help and support you in making the process as smooth as possible.
  
  Warm regards,
  Super.com Team

• Initial Complaint

  Date:08/28/2025

  Type:Order Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  When booking through Super.com, users are automatically signed up for a monthly membership charging $15. This is not explicitly stated or indicated in any communication after the booking. The practice is deceptive and should not be allowed.

  

  Business Response

  Date: 08/29/2025

  Hi *****,
  
  Thank you for reaching out to Super.com and for giving Super+ a try. We appreciate your feedback and the opportunity to provide clarity regarding the membership.
  
  When booking through Super.com, the exclusive best available rates are offered specifically to Super+ members. To access these discounts, the option to enroll in Super+ is presented at checkout, and the membership is only activated once confirmation is given. The membership is entirely optional and designed to offer valuable benefits such as cashback, exclusive discounts, and additional travel perks.
  
  Upon reviewing your details, we can confirm that we've processed a refund of $30 to your account, covering a two-month period. You can expect this refund to be reflected in your account within 3-5 business days.
  
  We are committed to ensuring your experience with us is positive and rewarding. If you have any further questions or need assistance, please feel free to reach out. We’re here to help and support you.
  
  Warm regards,
  Super.com Team

• Initial Complaint

  Date:08/28/2025

  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 through super.com and bought the extra insurance for cancellations. The day of the trip came up and I needed to cancel, they said they could not cancel the booking or give me a refund because my reasons for cancellation did not line up with the reasons in their insurance terms. I call the hotel directly and they say if someone from super.com can call them before 4 and cancel, they will offer me a full refund, but I cannot cancel directly because I went through a third party. I call super.com and they said they can't call them to cancel because they don't do that and need additional paperwork from the hotel thru email verifying my refund after I go to check in and pay for the hotel. The hotel has never heard of this and said all they need to do is call them and get it cancelled. So I the end, if I went through the hotel to buy the room and called today to cancel, I would be able to cancel it no problem. But because I went through super and even paid extra for their cancellation insurance, they are now blocking me from being able to cancel with the hotel and refuse to contact them to get it cancelled. They are going to wait until the charges go thru then they may be able to give me a partial refund, instead of just calling them now and cancelling for a full refund. It seems like they are making me jump through hoops so they don't have to issue me a full refund

  

  Business Response

  Date: 09/02/2025

  Dear *******,
  
  Thank you for reaching out and sharing your experience with us. I truly understand how important flexibility is, especially when plans change unexpectedly, and I'm here to assist in clarifying the situation.
  
  Our bookings are generally non-refundable and non-amendable, which allows us to offer the best possible rates to our customers. The enhanced refund option you've purchased is designed to offer refunds under specific approved situations. However, we do understand your concerns and have escalated this matter for further review.
  
  After discussing your case directly with the hotel, it seems we have not been able to secure a free-of-charge cancellation, as the hotel has denied our request. We genuinely appreciate your patience and understanding in this matter.
  
  We understand this may not be the resolution you were hoping for, and while this is our final response, we are always here should you have further questions or require additional support. Your satisfaction is important to us, and we're here to help in any way we can.
  
  Warm regards,
  Super.com Team

• Initial Complaint

  Date:08/28/2025

  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 filed the reservation through super.com and I was informed that the hotel that the booking was through didn't have any hot water the hotel was willing to give me a full refund and let super know about the refund super was supposed to issue me credits to my account instantly due to the mishap. They never issue me a refund and when I continue to ask them about it they informed me that they were working with their travel partners to get the issue resolved they told me before 14 days after the 14th day which means today I called them again and they informed me that there's nothing that's been done and I had to do it again I had to contact the hotel and get the same letterhead sent in I asked them for credits to be put on myf my account. And I did not they should have refund or so they said but they spent 14 days lying to me about them working with travel partners to get my issue resolved when they were working with absolutely nobody I had to get in fact contact them myself and handle the situation again by myself it has been 14 long days and I'm sitting here waiting for the same one that I spent with them 14 days ago they have withheld my money and they have lied to me along the way

  

  Business Response

  Date: 08/29/2025

  Hi ****, 
  
  Thank you for reaching out to Super.com and sharing your experience with us. We appreciate your patience and the opportunity to address this.
  
  I am pleased to inform you that, in accordance with your request, a refund of USD ***** has been issued as credits to your Super account. It appears that you have already successfully redeemed these credits.
  
  We understand the importance of ensuring your experience is smooth and satisfactory and are continuously working to ensure that you receive the service you deserve. Your feedback is invaluable in helping us improve.
  
  If you have any further questions or require additional assistance, please feel free to reach out. We're here to support you.
  
  Warm regards,
  Super.com Team

• Initial Complaint

  Date:08/28/2025

  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 used super.com and have been charged $15.00 several times. My credit card alerted me of suspicious fraudulent activity by super.com where I had to cancel my card and receive a new one and my debit card was also charged a few times where I Disputed the transaction and again had to cancel my card and wait for a new one in the mail. This was not only an inconvenience but I was wrongfully charged $15.00 a few times, i believe 6 times total where the charges went through and I don't even know why. I would like my money back for the charges that actually did go through.

  

  Business Response

  Date: 08/29/2025

  Dear ********,
  
  Thank you for reaching out and sharing your experience with us. We understand the challenges unexpected charges can present, and I'm here to provide clarity and assistance.
  
  The Super+ membership is an optional subscription designed to offer benefits like discounted rates, cashback on travel, cash advances, and more. It appears you signed up for the Super+ membership while booking through Super.com, ensuring you received the best available rate. This membership is entirely optional and is confirmed during the checkout process.
  
  Your peace of mind is important to us, so we've cancelled your membership to prevent any future charges. As this subscription is optional, the membership fees are usually non-refundable.
  
  Additionally, I understand you have initiated a chargeback with your bank regarding this transaction. Once a chargeback is initiated, it is managed directly between the bank and our team. We are currently providing the necessary documentation to your bank and cannot make updates while the chargeback process is ongoing.
  
  We recommend staying in contact with your bank for updates on the status of your case, as they are overseeing the resolution process. If there are any further questions or if you need additional assistance, please don't hesitate to reach out. We're here to help and support you.
  
  Warm regards,
  Super.com Team

• Initial Complaint

  Date:08/28/2025

  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've sent numerous messages to Super.com with no reply whatsoever. I since cancelled membership so I wasn't billed another $15 for nothing. This is the message I sent Super.com.I've earned $42.23 in rewards. I want to cancel my membership because it will not be used enough. I only subscribed this last month so I could cash out the rewards I earned. How do I cash out the rewards that are complete? Do I have to get the card? Can't you send them via Venmo, ******, virtual card, check? ? I tried to get the card and it says not enough info. It's ridiculous! Your website is very misleading! If I'm going to lose the $42.23 in rewards when I cancel my membership today then you best refund the $15 I paid for said membership. No one else just take away the rewards you earn! I expect my rewards to be sent to me! That's the whole reason I gave Super.com a chance! $42.23 rewards + $15.00 fee = $57.23 Thank you

  

  Business Response

  Date: 08/28/2025

  Dear ******,
  
  Thank you for reaching out and sharing your concerns with us. We truly value your input and are here to help clarify the situation.
  
  The Super+ membership is designed to offer a variety of benefits, including the ability to earn rewards. It is an optional subscription that requires your consent to activate, and as such, the membership fees are typically non-refundable.
  
  Regarding the $42.23 in rewards you earned from your booking, these rewards are in the form of SuperTravel credits. These credits are intended to be used towards future bookings with us and cannot be redeemed as cash or other forms of payment like Venmo or PayPal.
  
  We understand this may not be the resolution you were hoping for, but this is our final response, and we are considering this case closed from our side. If you have additional questions or need further assistance with your account, please don't hesitate to reach out. We're here to support you.
  
  Warm regards,
  Super.com Team

• Initial Complaint

  Date:08/28/2025

  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.

  Dear H32**3233343630353631H Super.com was listed by another booking site, maybe Trivago or ***********. when I clicked and made the booking on super, it appears that the original dates I had input were changed by super. I only discovered this later at check in. Super states that it is the hotel&#**;s (Marriott&#**;s) policy not to refund, but a call to the hotel determined this is not true, it is the policy of super. There processes are deceitful online.

  

  Business Response

  Date: 09/05/2025

  Dear ****,
  
  Thank you for reaching out and sharing your experience with us. We genuinely appreciate the opportunity to address your feedback and provide clarity.
  
  Our bookings are typically non-refundable and non-amendable, allowing us to offer the most competitive rates. However, we recognize the importance of addressing any discrepancies with your reservation and have escalated this matter for further review.
  
  We are actively working with our travel partner to secure a refund for you. Please rest assured that our support team will provide you with a follow-up email once we have an update regarding your refund.
  
  Your satisfaction is important to us, and we are committed to resolving this situation promptly. If you have any further questions or need assistance in the meantime, please feel free to reach out.
  
  Warm regards,
  Super.com Team

• Initial Complaint

  Date:08/28/2025

  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.

  We were alerted by our bank a few days ago of the fraud alert $15 charge , and we saw we were charged from December 2024 to August 2025 totalling 9. We did not sign up for any of these services. We did not agree to this at all. We did not give y'all my husband's debit card number or authorization for some membership that we have no clue the company even exists. Very angry at y'all literally stealing out my bank. My bank is investigating .

  

  Business Response

  Date: 09/02/2025

  Dear *******,
  
  Thank you for reaching out and sharing your concerns with us. I understand how important it is to have clarity and control over your financial transactions, and I'm here to address your concerns.
  
  The Super+ membership is designed to offer a variety of valuable benefits, such as exclusive discounts and cashback opportunities. It appears that the membership was activated, leading to the charges you've noticed. I want to assure you that we have cancelled this membership to prevent any future charges.
  
  As a one-time exception, we have processed a refund covering all the Super+ subscription fees, totaling $151.97. Please allow 3 to 5 business days for the funds to be reflected in your original payment method.
  
  We truly value your feedback and are committed to ensuring a transparent and positive experience for all our customers. If you have any further questions or need assistance, please don't hesitate to reach out. We're here to support you.
  
  Warm regards,
  Super.com Team

• Initial Complaint

  Date:08/27/2025

  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.

  We attempted to make a hotel reservation through Super.com For Aug 16, 2025. When we got to the hotel there was no reservation in the computer or a room to be had. They were fully booked and had been for some time. We were still charged the 185.33 for the room and their claim is that there is no refund for us cancelling or altering. The issue is that we did not have a reservation to cancel or alter. We booked. They lied to *** *** and claimed we got the service we paid for so the claim was denied. Super.com will not give a refund because we filed with *** ****

  

  Business Response

  Date: 08/28/2025

  Dear ******,
  
  Thank you for reaching out and sharing your experience with us. We completely understand the importance of resolving this issue, and I want to assure you that we're here to assist.
  
  We are aware that you have filed a chargeback with your bank regarding this transaction. Once a chargeback is initiated, the matter is managed directly between the bank and our team. At this point, we are providing all the necessary documentation to the bank, which means we cannot make further changes or updates to your reservation while the chargeback process is in progress.
  
  We recommend staying in contact with your bank for updates on the case status, as they are responsible for overseeing the resolution process. If the dispute with ****** is resolved, we would be more than happy to revisit the matter with you and explore additional options.
  
  Your satisfaction is important to us, and please know that we’re here to support you. If there’s anything more we can do to help, don’t hesitate to reach out.
  
  Warm regards,
  Super.com Team

• Initial Complaint

  Date:08/27/2025

  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.

  See Attachment

  

  Business Response

  Date: 08/29/2025

  Dear ******,
  
  Thank you for reaching out and sharing your concerns with us. I completely understand how unsettling this situation must be, and I appreciate your patience as we work to resolve it.
  
  I want to reassure you that we have ensured your Super+ membership has been cancelled, so there should be no further charges to your account. We've also escalated the issue regarding the multiple debit attempts, and I’m pleased to inform you that this error has been corrected.
  
  Your peace of mind is important to us, and we’re committed to addressing any issues to ensure a positive experience. If there are any more questions or if you need further assistance, please feel free to reach out. We're here to support you.
  
  Thank you for bringing this to our attention, and we wish you the best moving forward.
  
  Warm regards,
  Super.com Team