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:04/14/2025

  Type:Product Issues
  Status:

  ResolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I was making a purchase on ************ and somehow got redirected to this website and didn’t realize at all. I had no knowledge that I signed up for anything and I was charged 15$ for a monthly service. I have never used any product or service on this website and do not plan to, and I was probably sneakily tricked into paying for a subscription. I would like a refund for the 15$ and I can provide any evidence of me never using any service here. I remember being redirected to this website based on a cash back reward that I thought was linked to ****** ******/ *******.

  

  Business Response

  Date: 04/15/2025

  Dear Mustafa,
  
  Thank you for reaching out to us about the Super+ membership charges.
  
  We understand that you were redirected to our website while making a purchase on ************ and unintentionally signed up for our membership. Our Super+ membership is an optional subscription that requires customer authorization to activate. After reviewing your account, we see that you were signed up for Super+ on April 5, 2025.

  We've taken care of cancelling your membership, so you shouldn't see any further charges. As a one-time exception, we've processed a refund for the membership fee, totaling $15. You should see the refund reflected in your account within the next 3-5 business days.
  
  If you have any further questions or concerns, please don't hesitate to contact us. We're here to help.
  
  Best regards,
  Super.com

  Customer Answer

  Date: 04/16/2025

  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. Thank you for your cooperation.
  
  
  
  Sincerely,
  
  
  
  Mustafa J****

• Initial Complaint

  Date:04/14/2025

  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 an availability balance on my super card and was unable to use it towards my booking cause of issues they are having so I used moly money and asked to get reimbursed and was told no

  

  Business Response

  Date: 04/17/2025

  Dear Carmen,
  
  Thank you for reaching out to us about the issues you're experiencing with using your travel credits.
  
  We've escalated your case and investigated further. Based on the mobile number you provided, we've checked your account and couldn't find any pending credits. We've attached a snapshot of your account details for your reference.
  
  If the mobile number we have on file isn't the one you're using, please let us know the correct number so we can investigate further. We're here to help and look forward to resolving this matter for you.
  
  Best regards,
  Super.com

• Initial Complaint

  Date:04/14/2025

  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.

  On 2/22/25 I booked two hotels with Super.com. I never signed up for any membership. They are billing me $15 monthly. The merchant phone number provided on my credit card statement does not work.

  

  Business Response

  Date: 04/15/2025

  Dear Amy,
  
  Thank you for reaching out to us about the Super+ membership charges.
  
  Our Super+ membership is an optional subscription that requires customer authorization to activate. After reviewing your account, we see that you were signed up for Super+ on February 22, 2025, the same day you booked your hotels.
  We've taken care of cancelling your membership, so you shouldn't see any further charges. As a one-time exception, we've also processed a refund for the membership fees, totaling $30.

  You should see the refund reflected in your account within the next 3-5 business days. If you have any further questions or concerns, please don't hesitate to contact us. We're here to help.
  
  Best regards,
  Super.com

  Customer Answer

  Date: 04/15/2025

  Better Business Bureau:
  
  
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me. I appreciate how quickly this business responded to this complaint.
  
  
  
  Sincerely,
  
  
  
  Amy O*******

• Initial Complaint

  Date:04/14/2025

  Type:Service or Repair Issues
  Status:

  ResolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I was traveling earlier this year and did a ****** search for a hotel. When I got to the hotel, I found out the rate I had found online was not offered unless I purchased the hotel online, which I did. I now see that the site I used to purchase these rooms (it ended up being multiple nights) is also charging me $15 a month. At no time was this additional fee mentioned, as it would have more than offset the cost savings from the room (ie: I would not have agreed to it had I known.)

  

  Business Response

  Date: 04/15/2025

  Dear Glenn,
  
  Thank you for reaching out to us about the Super+ membership charges. We appreciate you sharing your experience with us.
  
  Our Super+ membership is an optional subscription that requires customer authorization to activate. After reviewing your account, we see that you were signed up for Super+ on January 31, 2025. As a one-time exception, we've processed a refund for the membership fees, totaling $45. You should see the refund reflected in your account within the next 3-5 business days.
  
  If you have any further questions or concerns, please don't hesitate to contact us. We're here to help.
  
  Best regards,
  Super.com

  Customer Answer

  Date: 04/15/2025

  Better Business Bureau:
  
  
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me.
  
  >Our Super+ membership is an optional subscription that requires customer authorization to activate.
  
  I would highly recommend reviewing your subscription process.  I was merely looking for a cheap hotel rom and the additional $15 would have prevented the option I chose from being the cheapest (so there is no way I would have knowingly opted-in to subscribe.)
  
  
  
  Sincerely,
  
  
  
  Glenn B*****

• Initial Complaint

  Date:04/14/2025

  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.

  Was charged $15 for super+ membership that I don’t remember signing up on 4/14. Please cancel membership and refund. Thank you

  

  Business Response

  Date: 04/14/2025

  Hi Marina,
  
  Thank you for reaching out to us about the Super+ membership charge on your account. We've reviewed your request and cancelled your Super+ membership to prevent any future charges.
  
  The Super+ membership is an optional service that requires customer authorization to activate. As a one-time exception, we've processed a refund of $15 to the original payment method. You can expect the refund to reflect in your account within the next 3 to 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:04/12/2025

  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.

  Prior to seeing a series of unauthorized, unknown recurring charges on my account for “super super plus”, I had never even heard of this company.
  
  I contacted my bank and found out I had been charged 6 different times, dating back to November 12th up until April 10th, all fraudulent and unauthorized. I did not lose my card, nor was it stolen, so I have no idea how my payment info was found and used for these fraudulent transactions.
  
  My card was immediately canceled by the bank, and I am now told I have to wait 4-6 business days for a new one to arrive. This is my only debit card, so it has created a major problem for me until I receive the new one.
  
  Upon searching the business name online, it seems this is not an experience unique to me, as many others have reported the same charges, also fraudulent. This is very concerning and alarming, particularly that once again, I did not lose my card, it was not physically stolen, nor does anyone else have access to it.
  
  I have not booked any hotels or other travel arrangements in at least the past 6 years, and I certainly did not sign up for any kind of subscription to a service I’ve never even heard of.
  
  While I wait for the bank to complete their investigation, I would like to understand how something like this could happen, 6 times, over a period of 6 months. No other fraudulent or unauthorized charges were made during this time period, only to Super Super plus.
  
  There was a total of 6 charges for $15 each, totaling $90.

  

  Business Response

  Date: 04/15/2025

  Dear Courtney,
  
  Thank you for reaching out to us about the Super+ membership.

  We've cancelled your Super+ membership to prevent any further charges. As a one-time exception, we've also processed a refund of $90, which should reflect in your account within the next 3-5 business days.
  
  Our Super+ service is optional and requires customer authorization to activate. We're committed to ensuring the security of our customers' information.
  
  If you have any questions or concerns, we're here to help. Thanks for your patience.
  
  Best regards,
  Super.com

  Customer Answer

  Date: 04/15/2025

  Better Business Bureau:
  
  
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me.
  
  
  
  Sincerely,
  
  
  
  Courtney S****

• Initial Complaint

  Date:04/12/2025

  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.

  On 3/5/2025 and 4/72025 superplus.com debited $15.00 each time which totaled $30.00 from my bank debit card. I spoke with them over a week ango and they said that they were giving me a refund within 5 days. I have not received anything from them. The debits were unauthorized. I did not request a subscription. Soneone used my debit card number and purchased the subscription . I disputed theee transactions with ** bank and they declined my request. Today April 12 I called superplus.con and the lied and said that they had already refunded me $15 abd then said it was 30 on 4/3/2025. I did not talk to then until 4/7/2025 when I say the send debit of $15. Then I was told to send my bank statement to them so they could verify that i did not receive a refund. I refused to do so. Can you help me. The phone number I called was * ***** *********

  

  Business Response

  Date: 04/13/2025

  Dear Deborah,
  
  Thank you for reaching out to us regarding the concerns with your Super+ membership. We've reviewed your account and confirmed that your membership was cancelled on April 4, 2025, and a refund of $30 has been processed to the original payment method.
  
  Regarding the refund timeline, please note that while we process refunds promptly, the actual receipt of the funds can take between 3 to 5 business days, depending on your financial institution's policies. We understand your frustration, especially given the communication challenges you've experienced.
  
  If you have any further questions or concerns, or if there's anything else we can assist you with, please don't hesitate to contact us. We're here to help.
  
  Best regards,
  Super.com

  Customer Answer

  Date: 04/14/2025

  After you sent the business reply, I called my bank again and asked them to check again and see if there was a refund sent from super.com.  I final got someone at the bank who checked throughly at my account. They informed me that they finally found the transaction from the business super.com and that they did send a refund of $30 on 4/4/2025. However, the **** informed me because they canceled my debit card the funds has not showed on my bank account.  I do not know if it will take more time to receive it or if it was sent back to super.com.  The bank could not tell me anything else but to check my account daily to see if it shows up. If it does not then call the company back and call the bank back.  

  

  Business Response

  Date: 04/15/2025

  Dear Deborah,
  
  Thank you for following up with your bank.
  
  We're glad they were able to locate the refund transaction of $30 from April 4th. Since your debit card was cancelled, it's possible that the refund is being held or redirected.
  
  In the meantime, it might be helpful to keep an eye on your account to see if the refund appears. If you do require any further assistance, please don't hesitate to contact us – we're here to help.
  
  Best regards,
  Super.com

  Customer Answer

  Date: 04/15/2025

  
  
  Complaint: ********
  
  
  
  I am rejecting this response because:
  
  
  
  Sincerely,
  
  
  Deborah D*****

  My bank cannot redirect the money to my account or give me the refund. My bank informed me yesterday that the money was sent back to you all because the card was cancelled.  I found out yesterday from a super.com representative that you all did received the money back after the debit card was cancelled by my bank.  I was told by super.com yesterday to get a ****** account and I would get my money refunded. I called you all super.com today and ask to speak to that department and I was not allowed to. This is a dilemma for me and I need my money.  It should not take a long time to do so.  Contact me through the email I gave you all for my ****** at ***********************.  

  

  Business Response

  Date: 04/17/2025

  Dear Deborah,
  
  Thank you for reaching out again and sharing the updates from your bank.
  
  We appreciate your patience and understanding throughout this process. We've escalated your case and can confirm that the refund has been processed to your ****** account, which you've shared as ***********************.
  
  We appreciate the time you've taken to follow up with us, and we're glad we can finally bring this matter to a close. You should receive the refund in your ****** account shortly. 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: 04/17/2025

  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,
  
  
  
  Deborah D***** thank you 

• Initial Complaint

  Date:04/12/2025

  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.

  So I booked a night there I forgot my ID so I have my friend to check in with his name and the guy wouldn't let us check in because he didn't have money on his card for incidentals and they wouldn't use my card so he wouldn't let us check in so basically I didn't even use the service in the train told me it's not a fundable That's total nonsense because I didn't get the service I paid for it was on a refund for something it's a service not received by a third party because that guy at the front desk was a ***** so they need to refund me my $134

  

  Business Response

  Date: 04/16/2025

  Dear *******,
  
  Thanks for sharing your experience with us. We understand how important it is for things to go as planned. 
  
  We've looked into your case and spoken to the hotel and our travel partners. According to the hotel's records, you utilized the booking on April 4. We understand you were hoping for a refund, and we appreciate your perspective. Our bookings are typically non-refundable and non-amendable, which helps us offer competitive rates. We strive to make travel planning easy and affordable.
  
  We appreciate your feedback and understand this may not be the resolution you were hoping for. If you have any further questions or concerns, feel free to reach out.
  
  Best regards,
  Super.com

  Customer Answer

  Date: 04/16/2025

   
  Complaint: 23196952
  
  I am rejecting this response because:
  I did NOT utilize the booking that's false. The booking at ***********?? I absolutely did not utilize the booking the front desk would not let me check in because I didn't not have a debit card to cover incidentals. Well I did but I didn't have ID to go with the card. The booking was under **** **** and I absolutely did not stay there. In fact the manager told me to leave the parking lot as I was sitting in my car trying to figure out what to do!! That's is a bald face lie. 
  Sincerely,
  
  ******* ******

  

  Business Response

  Date: 04/22/2025

  Hi *******,
  
  Thank you for your follow-up email.
  
  We've investigated your booking at the *********** and contacted the hotel directly. The front desk confirmed that the booking was utilized. As per our policy, reservations booked through our platform are non-amendable and non-refundable to ensure we can provide the best rates.
  
  If you can provide documentation from the hotel confirming they're approving a refund for the booking under **** ****, we'll re-evaluate your case.
  
  Best regards,
  Super.com

• Initial Complaint

  Date:04/12/2025

  Type:Product Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  On April 6, a charge for Super com came out of my account for *****. I didn't even know what super.com was but after researching found it's the sight through which I booked a hotel room for my son a little while back. I immediately went to their website and canceled membership but no one has processed a refund. As I have seen others say, I did not sign up for this service. I looked at it but didn't choose to purchase it. Super.com is taking the liberty of signing people up when they use their card to pay for the room. I wish these businesses would have legal penalties for these types of practices. I constantly have this issue with companies. If your product or service is not good enough for people to purchase without you having to trick them, then maybe you shouldn't be selling it. Please refund my money.

  

  Business Response

  Date: 04/13/2025

  Hi *****,
  
  Thank you for reaching out to us about your concerns with the Super+ membership. We appreciate you taking the time to share your experience with us.
  
  We'd like to clarify that Super+ is an optional subscription service that requires customer authorization to activate. When booking a hotel room through our platform, customers are presented with the option to join Super+ and can decide whether they'd like to subscribe or continue without the membership. As a Super+ member, you would have the opportunity to save on travel bookings and earn extra rewards each month.
  
  Our records show that your Super+ membership started on March 1, 2025. As a gesture of goodwill, we've processed a one-time refund for two months, totaling $30. The refund should be reflected in your account within the next 3 to 5 business days, depending on your financial institution's processing times.
  
  If you have any further questions or concerns, please don't hesitate to reach out. We're here to help and appreciate your feedback.
  
  Best regards,
  Super.com

• Initial Complaint

  Date:04/12/2025

  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 don't know who these people are but they are taking money from my account without my consent.

  

  Business Response

  Date: 04/13/2025

  Hi *****,
  
  Thank you for reaching out to us about the Super+ membership charges on your account. We'd like to help clarify what's going on.
  
  Super+ is an optional subscription service that requires customer authorization to activate. Our records show that your membership started on February 26, 2025. We've taken steps to cancel your subscription effective immediately, so you shouldn't see any future charges. As a gesture of goodwill, we've processed a one-time refund for two months, totaling $30. You can expect the refund to be reflected in your account within the next 3 to 5 business days, depending on your financial institution's processing times.
  
  If you have any further questions or concerns, please don't hesitate to reach out. We're here to help.
  
  Best regards,
  Super.com