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:04/10/2025

  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 received a charge for ********* on April 10 and never signed up for this. I only booked a hotel through super.com on a previous date. This is not good business.

  

  Business Response

  Date: 04/10/2025

  Hi ******, 

  Thank you for reaching out regarding the charge for Super+ on April 10. After reviewing your account, it appears that the Super+ membership may have been activated during your recent bookings through Super.com.
  
  To resolve this, we have canceled the Super+ membership and refunded the charge. Please allow 3-5 business days for the refund to reflect in your account, depending on your banks processing time.
  
  If you have any further questions or need additional assistance, please dont hesitate to contact us. We're here to help.
  
  Thank you for choosing Super.com.
  
  Kind Regards, 
  Super.com

• Initial Complaint

  Date:04/10/2025

  Type:Billing Issues
  Status:

  ResolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I'm being frequently charged for a super + membership I'm not longer interested in. Currently there is a pending charge for the membership.I would like the membership to be canceled as soon as possible. I don't remember authorizing such membership but I have left the United States long time ago and don't need that anymore.Please kindly act with diligence.

  

  Business Response

  Date: 04/10/2025

  Hello, 

  Thank you for reaching out to us regarding your Super+ membership. We understand your concern and are here to help.
  
  In order to assist you further, we would need a bit more information, such as the phone number associated with your account, to locate it and investigate the pending charges. Once we have that information, we will act with diligence to address your request and ensure the membership is canceled as soon as possible.
  
  Please provide us with the phone number linked to your account, and well proceed from there. If there's anything else you'd like to clarify or ask, don't hesitate to reach out.
  
  Thank you for your patience, and we look forward to resolving this for you swiftly.
  
  Super.com

  Customer Answer

  Date: 04/11/2025

  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.

  The Phone Number when I was in the US is ************. I suppose it's the one attached to the account
  
  Sincerely,
  
  ******* ******* ****** ********

• Initial Complaint

  Date:04/09/2025

  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.

  This was charged to my bank account on 4/9/2025 and was completely unauthorized. I have no idea how you even obtained my Bank account information. I would **** it cancelled and refunded immediately.

  

  Business Response

  Date: 04/10/2025

  Hi *****, 

  Thank you for reaching out regarding the charge on April 9, 2025. After reviewing your account, it appears that the Super+ membership was activated through a free trial. Once the trial expired, the membership transitioned into a paid membership.
  
  Weve canceled the Super+ membership and processed a full refund for the charge. Please allow 3-5 business days for the refund to reflect in your account, depending on your bank's processing time.
  
  If you have any further questions or concerns, please dont hesitate to reach out. We're here to assist you.
  
  Kind Regards, 
  Super.com

• Initial Complaint

  Date:04/09/2025

  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 booked with this company and when I got to the hotel- all the rooms were taken- no availability. I have been trying over 30 days to get my refund and still getting the run around. I have had the hotel manager email/call them. Still to no avail. I have called well over 50 times and still nothing.

  

  Business Response

  Date: 04/16/2025

  Dear *****,
  
  Thank you for reaching out to us about your booking experience.
  
  We've escalated your case and are happy to let you know that a refund of $342.67 has been processed. The amount will be reflected back to your original payment method within the next 3-5 business days.
  
  We appreciate your patience and understanding as we've worked to resolve this for you. If you have any further questions or concerns, please don't hesitate to reach out.
  
  Best regards,
  Super.com

• Initial Complaint

  Date:04/09/2025

  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.

  BBB took a complaint over the phone. Below is the voice to text voicemail description

  
  Hi, my name is **** ****, phone number is ************. My complaint ID number is *********, and I'd like to make a complaint on super.com. The nature of the complaint is I made a booking through them for April the 4th at a Quality in in **********, ****. When I arrived at the hotel, they could not find me in their system. I stood in their lobby for more than an hour on hold with the Super.com, and I was never able to get anybody on the phone to assist me with what was going on, why they wasn't finding me in their system. At that point, I got frustrated with waiting and I went ahead and paid for the hotel room again myself right there directly with the hotel. After I got in my room, I did speak I did eventually get somebody on the phone with Super.com and explained the situation, and that person indicated to me at that time that I would not be getting charged for that booking since I, you know, had this problem and they had to I had to pay for it myself. So fast forward to Saturday, which would have been the 6th, I believe, April 6th, I was looking at my bank statements and I seen where I had a charge that I could make. I pulled it up, and it was to a roadway in. And so, that also being a ************* I contacted ************* to acquire more about that. And the charge on my bank statement had an ID number for the hotel. The ************* told me that that was to a roadway in in ********** and gave me their phone number. So I called them up and spoke with the person there at the, at the desk. And they told me that, yes, in fact, they did have, that they, uh, uh, did have a reservation for me on April the 4th, which was the same day that I was supposed to have had a booking there at the quality city, **** on the 4th. And, um, he told me that it was a no show. And so that was what that that's the charge is always being charged for, was for that no show at that roadway and in **********, but I never made a booking for *********** in **********. So when I tried to discuss all this with super.com to show them all of the facts of the situation that all lines up to the fact that they made a mistake. Somehow, someway, they had, instead of booking me in with the ****************, they actually booked me in with the ***********. And that's why they could not find my booking at the *********** in ********** is because they had mistakenly booked me at the *********** in **********. And so yesterday, Monday, I called the Quality Inn, and I asked the guy at the desk, I said, can you pull that up and see if that reservation ever if it ever did come in for me having that booking there at the ***********? He looked it up and he said no it did not that booking never did come in to their system so It's crystal clear Right, but when you look at all of the evidence Right the that my booking was for gross city on the fourth that one got booked in at roadway in on the fourth They were both if you checked out on the fifth the one in the ********** was a no-show because I wasn't in ********** I was in **** Uh, the one, the reservation that I actually made for gross city never showed up there to this, to this day has never showed up there. So when you put all the facts together, it's crystal clear that somehow some way they made a mistake and booked me to the wrong place when I tried to call them to get, and, and they charged my account for, for that no show in **********. So when I tried to get them to rectify the situation, um, they claim that, um, you know, They're not able to, they can't find in their system where they booked me in ********** and blah, blah, blah, blah, blah, and there's nothing they can do and so on and so forth. So I definitely would like to have my money refunded to me that they charge me and I'd like to have a resolution to have my money refunded to me by them. And they put me through a tremendous amount of aggravation and wasted an awful lot of time trying to deal with this. And I've been on the phone with them for hours total. And it's just so there should be some kind of compensation for all the aggravation and time that they've cost me over this. It's pretty unreal and quite frankly, it's just incompetence in some way where where they can they can they can make this mistake and then they have no evidence that they made the mistake that's just that's their competence and and and so you know I absolutely would like this dealt with and you could take care of it please and contact me as soon as possible thank you very much have a good day

  

  Business Response

  Date: 04/11/2025

  Dear ****,
  
  Thank you for sharing your detailed experience with us. We appreciate your patience as we looked into your case.
  
  After reviewing your situation, we have issued Super Credits totaling $95.92 to your account as a one-time exception for the refund. These credits can be used for future bookings on our platform, and we hope this provides some resolution to your experience.
  
  We understand that this situation was less than ideal, and we want to assure you that your feedback is valuable to us. If you have any questions or need further assistance, please dont hesitate to reach out. We're here to help!
  
  Thank you again for your understanding, and we look forward to assisting you.
  
  Warm regards,
  Super.com

• Initial Complaint

  Date:04/09/2025

  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 booked a room at the ******************************* in **************** on February 28 through March 3 (Friday-Monday). I needed the room Saturday morning around 8 AM and knew that I would not be able to get a hotel room that early so Ibooked for Friday. I put in the comment section that I would not be arriving until Saturday morning at 8 AM. Super.com noted that this information would get to the front desk. When I arrived Saturday morning, ****** said that I was a no call. No show and canceled my reservation. I paid several hundred dollars for these rooms that I was not allowed to use. I had been awake for over 26 hours and had to drive home rather than rest.Ive tried on multiple occasions to resolve this with Hilton and with super.com but no response. Super.com said they had no documentation of my arrival Saturday morning so I sent them the confirmation with my notes via email per their request. Still no response. Im seeking a refund of my money.

  

  Business Response

  Date: 04/10/2025

  Hello *****, 

  We understand how difficult it must have been to arrive for your stay only to learn your reservation had been marked as a no-show. Our team carefully reviewed your case and followed up directly with both the hotel and our travel partners to advocate on your behalf. Unfortunately, both parties have confirmed that a refund is not possible for this booking.
  
  While we aim to pass along such requests, the fulfillment of these is ultimately at the hotels discretion. We also want to remind you that it's important to reach out directly to the hotel to confirm the availability of any special requests, especially for things like late check-ins, since they are in the best position to accommodate or confirm those arrangements. In this case, because the check-in did not occur on the scheduled date and the room was released, the reservation was considered a no-show and is no longer eligible for a refund under the hotels policy.
  
  We recognize this wasnt the outcome you were hoping for, but weve exhausted all avenues for a resolution and are unable to process a refund. Should you have any further concerns, we recommend continuing to work with the hotel directly.
  
  Thank you again for choosing Super.com.
  
  Kind Regards, 
  Super.com

• Initial Complaint

  Date:04/09/2025

  Type:Billing Issues
  Status:

  ResolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I keep getting declined notifications from my bank declining charges this company is trying to debit from my account. I honestly do not know how long they have been doing this or how they got access to my account! I never signed up for any kind of travel stuff

  

  Business Response

  Date: 04/09/2025

  Dear *******,
  
  Thank you for reaching out and sharing your concerns with us. We truly value the opportunity to assist you.
  
  The Super+ membership is an optional service that requires your authorization to activate. According to our records, your membership started on January 24, 2025. We want to let you know that we have canceled the membership to ensure no further charges occur. Additionally, as a one-time exception, we have processed a refund of $30, which you can expect to see 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 support you!
  
  Warm regards,
  Super.com

  Customer Answer

  Date: 04/11/2025

  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.
  And Id like to thank them for their prompt reply.
  
  Sincerely,
  
  ******* ********

• Initial Complaint

  Date:04/08/2025

  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.

  Super.com uses deceptive business practices to get customers to sign up for monthly subscriptions. The company then stops sending emails with (what I believe) is the intent to keep billing $15/month indefinitely, until a customer notices.
  
  I used a third party travel website to book a hotel and was somehow signed up for a super.com subscription. There was no clear explanation as to what I was signing up for. Moreover, the company's website makes it very difficult to cancel a subscription. The company has no contact information other than an automated phone line where no one will answer any relevant questions.
  
  Overall, it seems like this company operates with shady business practices and provides no actual benefit to consumers. I would advise anyone to avoid this company.

  

  Business Response

  Date: 04/09/2025

  Dear Gary,
  
  Thank you for reaching out and sharing your concerns with us. We truly appreciate your feedback and the opportunity to address the situation.
  
  The Super+ membership is an optional service that requires customer consent to activate. After reviewing your account, we can confirm that the sign-up date was October 19, 2024. We understand that unintended subscriptions can be frustrating.
  
  As a one-time exception, we have processed a refund for all transactions, totaling $90. You can expect to see these funds reflected in your account within 3 to 5 business days.
  
  If you have any further questions or require assistance with anything else, please feel free to reach out. We’re here to help and ensure you have a positive experience.
  
  Thank you for your understanding.
  
  Warm regards,
  Super.com

• Initial Complaint

  Date:04/08/2025

  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.

  *************************************

  

  Business Response

  Date: 04/15/2025

  Dear Thomas,
  
  Thank you for sharing your experience with us. We appreciate you telling us about your stay. As a booking platform, we manage the booking process, while the hotel takes care of the services and experiences provided at the property.
  
  We've looked into your case and worked with our travel partners to find a solution that works for everyone. The hotel has confirmed that their policy doesn't allow for refunds for bookings that have been used.
  
  We value your feedback and will use it to improve our services. If you have any other questions or need help with anything else, we're here to assist you.
  
  Best regards,
  Super.com

  Customer Answer

  Date: 04/16/2025

  
  
  Complaint: ********
  
  
  
  I am rejecting this response because: I was forced to stay after spending an hour getting into my room It was dark and I have severe shortness of breath because of lung disease.
  
  
  
  Sincerely,
  
  
  
  Thomas D****

  

  Business Response

  Date: 04/17/2025

  Hi Thomas,
  
  Thank you for your follow-up email and for sharing more about your experience.
  
  We understand that your stay was challenging, especially given your health condition and the issue with accessing your room. We appreciate the details you've provided. After re-examining your case, we want to reiterate that the hotel has confirmed their policy regarding bookings that have been used.
  
  We're committed to finding solutions that work for our guests, and in this case, we've done our best to address your concerns. We appreciate your understanding and hope you can find alternative ways to plan your travels with us in the future.
  
  If you have any further questions, we're here to help.
  
  Best regards, 
  Super.com

  Customer Answer

  Date: 04/17/2025

  
  
  Complaint: ********
  
  
  
  I am rejecting this response because :It fails to take and responsibility for a booking made through their web portal. I am disputing the charge through my credit card issuer.
  
  
  
  Sincerely,
  
  
  
  Thomas D****

• Initial Complaint

  Date:04/08/2025

  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.

  This was regrettably, the first time I used this platform to book a hotel and will likely be the last time. I booked and paid for a Hotel Room on SUPER.com and bought the additional Cancelation protection as I felt a little under the weather and wanted to make sure I wouldn't run into an issue in the event I needed to cancel the reservation. Unfortunately, I ended up feeling a lot worse and ultimately decided it was best to cancel the booking. I called SUPER.Com support and at first was given pushback. After reminding them I paid for the additional trip protection, the representative instructed me on what to do the get the ball rolling on the refund. I attempted to call the hotel as well to let them know I would not be making it to the booking before check in time. The representative told me I should expect a refund within a few business days. When I called to follow up this week, I'm getting the runaround from SUPER.com representative and hearing excuses and the "blame game." I even offered a resolution of rebooking the reservation for a later date, but they said this wasn't possible. At this point I'm not sure were else to turn, and feel compelled to let others know that this site is for lack of a better term a SCAM.

  

  Business Response

  Date: 04/11/2025

  Dear ****,
  
  Thank you for reaching out and sharing your experience with us. We appreciate you taking the time to provide feedback, and we understand how important this matter is to you.
  
  We have reopened your case and spoken with our travel partners regarding your hotel booking. While the hotel has confirmed that a free of charge refund cannot be processed, we want to ensure that we assist you as best as possible. As a one-time exception, we have processed a refund of $142.92, 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 would like assistance with anything else, please feel free to reach out. We're here to help and want to ensure you have a positive experience moving forward.
  
  Thank you for your understanding.
  
  Warm regards,
  Super.com