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:03/31/2025

  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 hotel using their website, I stood in from the seat to check in and they never confirmed the booking with the hotel, I called customer support, they hung up on me 3 times, stayed on hold for over an hour. I never got a hold of anyone and they still charged my card .

  

  Business Response

  Date: 04/01/2025

  Dear Ravinder,
  
  Thank you for reaching out and sharing your experience with us. We appreciate your feedback and understand your concerns regarding the issues you faced during your hotel booking process.
  
  We have spoken with our travel partners regarding your reservation, and I want to confirm that we have processed a refund for $135.98. You can expect to see this amount credited back to your card within the next 3 to 5 business days.
  
  If you have any further questions or require additional assistance, please don't hesitate to reach out. We’re here to help and ensure a better experience for you moving forward.
  
  Warm regards,
  Super.com

• Initial Complaint

  Date:03/31/2025

  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.

  These charges are fraudulent for a service I never signed up for, never authorized, and am NOT receiving. This company is criminal, and I expect a full refund and NEVER charge my card again with out my consent.

  

  Business Response

  Date: 04/01/2025

  Hi Whitney, 

  Thank you for reaching out. We’d be happy to look into this charge for you.
  
  Based on the details provided, the $15 charge appears to be associated with a Super+ membership, which includes a free trial before transitioning to a monthly subscription unless canceled. At this time, we’re unable to locate an account under the information provided.
  
  To assist further, could you provide the phone number or email address that may have been used to sign up? This will allow us to locate the account and ensure the necessary steps are taken.
  
  Looking forward to your response.
  
  Best, 
  Super.com

• Initial Complaint

  Date:03/31/2025

  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 used the super website to get a hotel and months later received a random 15 dollar charge I didn't authorize! I don't have a membership and was charged for one!

  

  Business Response

  Date: 04/01/2025

  Hi Natalie, 

  Thanks for reaching out! We see that you already connected with our support team, and your Super+ membership has been canceled.
  
  Just to provide some clarity, Super+ is an optional membership that can be selected at checkout when booking a hotel. If a membership was activated, it would have been confirmed during the booking process, and monthly charges would continue unless canceled.
  
  If you have any other questions or need further assistance, we’re happy to help. Feel free to reach out anytime!
  
  Kind Regards, 
  Super.com

  Customer Answer

  Date: 04/01/2025

  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 still believe adding a membership onto a hotel booking is shady, especially because it isn't clear. 
  
  
  
  Sincerely,
  
  
  
  Natalie B*****

• Initial Complaint

  Date:03/30/2025

  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 made a booking through super.com for one night from 30th through 31st of March however upon trying to check in at the hotel, I was informed that my booking g was scheduled for the 31st through of April. I called customer service and after talking g with the hotel front desk, I was informed that they would only issue 90% of my payment. Even though this was clearly their doing and it seems like its a strategy they use in scams g prospective customers of their money. They offer low rate then mess up your booking, tell you no refund but if they do refund, its goi g to be only 90%. This is criminal and O will like my money back

  

  Business Response

  Date: 04/01/2025

  Hi *******, 

  Thank you for reaching out and bringing this to our attention. We understand how important your booking details are, and we want to ensure everything is clear.
  
  After reviewing your case, it looks like there was a mix-up between two reservations. Your original booking (March 30th to March 31st) has been canceled, and the credits from that booking were used to complete a new reservation. The hotel confirmed the check-in and check-out dates on their end were correct. 
  
  Additionally, as a courtesy, weve credited an extra $10.59 in Super credits to your account for a full refund. You can use these credits toward future bookings on Super.com.
  
  We truly appreciate your understanding throughout this process. If you have any further questions or need assistance with booking your next stay, please dont hesitate to reach out. Were here to help!
  
  Kind Regards, 
  Super.com

  Customer Answer

  Date: 04/04/2025

  I dont think issuing credit instead of a refund is a good resolution, there is a very slim chance of using the platform again to book any hotel in the future hence, it is almost like not issuing my refund. Furthermore, i was made to pay extra for a new booking, that money was not refunded either.

  Customer Answer

  Date: 04/04/2025

  My last name is *******.

   

  Also. I just realized that the company signed me up for subscription with my consent. I was being billed for $15 monthly charges when I did not sign up for such services. This company seems to engage in fraudulent practices, my saving ***** was that my card was locked and the money did not go through 

  

  Business Response

  Date: 04/07/2025

  Dear *******,
  
  Thank you for your response, and we appreciate you taking the time to share your concerns with us. We value your patience as we worked through this matter.
  
  We have successfully processed a refund of $10.59 to your original payment method, and you can expect to see it reflected in your account within the next 3 to 5 business days. We understand your experience with the subscription, and we respect your decision regarding future use of our platform. Your feedback is important to us, and we are committed to continuously enhancing our services based on customer experiences like yours.
  
  If you have any further questions or need assistance, please feel free to reach out. We are here to help and support you.
  
  Thank you for your understanding.
  
  Warm regards,
  Super.com

• Initial Complaint

  Date:03/30/2025

  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 just found out about super.com earn a month ago so I recently made an account and earned over $400 now that it was finally off pending I tried to cashout and learned I had to apply for the super.com card. I'm unable to properly apply for the card as every time I try the application i get sent a "Super.com invites you to verify your identity" to continue the application via *******, but every time I click the link it says it expired giving me no way to finish the application process. I've tried contacting their in app support but they keep telling me to try again the next

  

  Business Response

  Date: 04/01/2025

  Hi Kayin, 

  Thanks for reaching out! We understand how important it is to access your rewards, and we appreciate your patience while we looked into this.
  
  Due to security restrictions, the Super.com Card application wasn’t able to proceed. However, you can still make the most of your earnings by redeeming them as Travel Credits, which can be used toward hotel bookings on Super.com. This way, you can still enjoy the value of your rewards on your next trip!
  
  If you have any questions or need help using your Travel Credits, our support team is happy to assist. We appreciate you being part of Super and look forward to helping you book something great!

  Kind Regards, 
  Super.com

  Customer Answer

  Date: 04/01/2025

  
  
  Complaint: ********
  
  
  
  I am rejecting this response because: I do not want to use my earnings on travel credits is there any way you could help me verify so I continue with the application 
  
  
  
  Sincerely,
  
  
  
  Kayin P****

  

  Business Response

  Date: 04/02/2025

  Dear Kayin,
  
  Thank you for your response. We appreciate you taking the time to share your thoughts with us.
  
  Currently, since the identity verification process was not successfully completed, our system is unable to proceed with setting up your SuperPay account. However, you can still redeem your credits for future travel bookings, and we would be happy to assist you with that process.
  
  If you need any assistance using your credits for a reservation or have any other questions, please don’t hesitate to reach out. We value your understanding and look forward to helping you make the most of your travel plans!
  
  Warm regards,
  Super.com

  Customer Answer

  Date: 04/02/2025

  
  
  Complaint: ********
  
  
  
  I am rejecting this response because:
  
  I understand the identity verification process wasn't successfully completed. Is there any way you all can help me complete it? Every time the website sends me the link via email it says the link is expired and to try again. I do not want to use my rewards on travel credits 

  
  Sincerely,
  
  
  
  Kayin P****

  

  Business Response

  Date: 04/03/2025

  Hi Kayin, 

  Thank you for your patience and for following up with us. We understand your desire to continue with the application process.
  
  At this time, we are unable to offer any further assistance with completing the Super.com Card application. However, your earned credits are still available for use toward travel bookings on Super.com, and we encourage you to take advantage of this option.
  
  We appreciate your understanding, and while we cannot assist further with the Super.com Card application, we are here to help you with any travel bookings or credits. Please don’t hesitate to reach out if you have any other questions.
  
  Kind Regards, 
  Super.com

  Customer Answer

  Date: 04/05/2025

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

  So I had to pay a subscription of $15 a month for the super.com card to cashout my earnings, but you're unable to help me with the application as I can't get verified to cash out after paying for the subscription. I do not have the need for travel bookings so that's not an option for me. Even on the super.com + perks page it shows "Spend earnings instantly with the super.com card"
  
  
  
  Sincerely,
  
  
  
  Kayin P****

  

  Business Response

  Date: 04/09/2025

  Dear Kayin,
  
  Thank you for your follow-up email. We appreciate your continued communication and the opportunity to assist you.
  
  I want to let you know that we have reopened your case, and our support team has sent you a follow-up email regarding your application. We are committed to providing you with the assistance you need to resolve the verification process.
  
  We understand the importance of accessing your earnings, and we’re here to support you every step of the way. If you have any questions or need further assistance, please feel free to reach out.
  
  Thank you for your understanding, and we look forward to helping you.
  
  Warm regards,
  Super.com

• Initial Complaint

  Date:03/30/2025

  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.

  For spring break I booked a two night stay through Super.com for Palm Sorings. Within a couple days, we realized my son would need to be in Chico California on two of the same days to train with the soccer team- this would determine if he was transferring to *** *****. I asked for a refund more than 2 weeks before the trip. They denied my request because they have rigid criteria that I could not meet- medical illness, losing travel documents, and required “proof”. They also do not issue refunds via the credit card you used to purchase your reservations. They seem to be a scam company and I want to file a complaint against them.

  

  Business Response

  Date: 03/31/2025

  Hi Kelly, 

  Thank you for choosing Super.com for your spring break booking! We understand that plans can change, especially with important commitments involving your son's future college plans. 
  
  We’ve gone ahead and processed the cancellation for your booking in Palm Springs, and you should be receiving a full refund for your stay. While the enhanced refund option wasn’t applicable in this case, we’re glad we could assist in getting this resolved for you.
  
  We wish your son the best of luck with his soccer training at *** *****! If you have any other questions or need further assistance, our support team is here to help.
  
  Thank you again for choosing Super.com, and we look forward to assisting you again in the future!
  

  Kind Regards, 
  Super.com

  Customer Answer

  Date: 03/31/2025

  Yes I would be ok with closing my complaint.  Thank you

   

  Kelly G****** 

• Initial Complaint

  Date:03/30/2025

  Type:Billing Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I’ve discovered that I’ve been charged for a membership I was never informed about. I did not authorize this company to deduct a monthly fee for a membership. This has happened twice now requiring me to get a new debit card, which is beyond inconvenient! After reading other complaints, it’s clear I’m not alone in this! This is completely unacceptable, and I want this to stop immediately!

  

  Business Response

  Date: 03/31/2025

  Hi Kate, 

  Thanks for reaching out! We truly appreciate your loyalty and want to ensure you have the best experience with Super.com.
  
  Looking into your account, it appears a 5-day free trial for Super+ was activated in January, likely when booking ********* *** * ****** ** ******** ***** ********* Once the trial ended, we attempted to process the $15 membership fee, but each charge was declined, meaning no payments were successfully processed. That said, we've gone ahead and canceled the membership, so you won’t see any future Super+ membership charges.
  
  While the membership is no longer active, we’d love for you to take advantage of the benefits if you decide to rejoin! You currently have $35 in travel credits available in your account, which can be applied toward a future booking. Super+ also offers exclusive savings, cashback rewards, and extra perks on hotels worldwide.
  
  We appreciate your continued trust in us, and if you have any questions or need anything else, we’re happy to help!

  Kind Regards, 
  Super.com

• Initial Complaint

  Date:03/30/2025

  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 no idea what Super.com or what a Super plus membership is and I definitely DID NOT sign up for one for $15 a month. $15 was taken from my account starting March 3,2025 And then again March 29,2025. I need a refund, and to unsubscribe from this service I never even subscribed to in the first place.

  

  Business Response

  Date: 03/31/2025

  Hi Jonathan, 

  Thank you for reaching out to us. We understand your concerns and are here to help.
  
  After reviewing your account, it appears that the charges you’ve mentioned were associated with a Super+ trial membership. When signing up for the trial, the membership is activated, and the charges typically begin once the trial period ends if it’s not canceled beforehand. It seems that the trial period may have passed, and the membership continued automatically, leading to the charges you’ve noticed.
  
  We’ve gone ahead and canceled your Super+ membership to prevent any further charges. Additionally, we have refunded both of the $15 charges. The refunds should reflect in your account within the next few business days. 
  
  We want to ensure that you’re completely satisfied, and we’ve made sure no further charges will occur. If you have any more questions or need assistance with anything else, please don’t hesitate to contact us. We’re happy to help!
  
  Thank you again for your patience, and we appreciate the opportunity to resolve this matter for you.
  
  Kind Regards, 
  Super.com

• Initial Complaint

  Date:03/29/2025

  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.

  Hotel Accepted Cancellation
  
  When I arrived the hotel did not have my payment. They had a zero balance. When I inquired, they were only going to charge me 183, and super.com charged me 207$. This is not the major issue at all. They had an issue was the hotel condition. I would never support a facility like this and send my customers there as a satisfactory location to go with your family or alone. I was absolutely terrified and uncomfortable.
  
  There was black mold all over the roof and holes in the ceiling. There was no air conditioning and is smelled like mildew in the room bad. It was in sanitary and a major health hazard. There were huge holes in the ceiling, and yellow and black discoloration. There was a massive amount of water damage that was making the room humid, moldy, and hard to breathe. There was an air conditioner was broken but it was covered in dirt grime and mold. It was absolutely disgusting, there was trash all outside. Homeless and drug use going on in the parking lot. I was absolutely terrified.
  
  This hotel should be removed from their list of hotels. It is a major health hazard. I want my refund, and to be comped some additional services or something to accommodate for this experience. I was out in the parking lot where I was approached by several people as king me for money and trying to sell me drugs. I was left with nowhere to go for almost 18 hours cause hotels dot let you check in till 3:00pm. It was 2:00am by the time I finally was given the key to the room. When I got in the room I quickly went to the office and expressed my concerns. I was out in the elements waiting to be able to get in a room and get some sleep. It was the worst experience ever. When I was in the office ****** broke into my ****** and stole some of my belongings. My laptop and some other electronics. They also took a bunch of clothes and a sterling silver tea set. This was a nightmare. I paid to be out in a dangerous and dirty situation. Please help me!

  

  Business Response

  Date: 04/01/2025

  Dear Ambyre,

  Thank you for bringing this matter to our attention. We appreciate your feedback, and we take your concerns seriously.

  We have contacted the property to verify the details regarding your reservation and the conditions you encountered. As a result, we have canceled your booking and processed a full refund of USD 207.96 to your original payment method. You can expect the refund to reflect in your account within the next 2 to 5 business days. Additionally, we have issued a goodwill gesture of 10% of the booking amount as Super Travel Credits to acknowledge the situation you experienced.

  We have conveyed your concerns about the hotel conditions, including issues like black mold and lack of air conditioning, to both the hotel management and our travel partners. Our team is committed to monitoring this case closely, and we will provide you with updates as soon as we have more information.
  

  Regarding the incident you described involving stolen items, the hotel management has expressed their willingness to help address this issue. They recommend that you reach out to their management team at **** ******* to ensure the matter is properly investigated.
  

  If you have any additional requests or follow-up inquiries, please do not hesitate to reach out to our support team. We are available 24/7 to assist you.
  

  Thank you for your understanding, and we appreciate your cooperation as we work through these concerns.
  

  Warm regards,
  Super.com

• Initial Complaint

  Date:03/29/2025

  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 checked my bank account and I saw that I was charged $15 by super +. I dont remember subscribing for anything and Ive never even heard of this company. I just want my 15 back, and thats it.

  

  Business Response

  Date: 03/29/2025

  Dear ****, 
  
  Thank you for reaching out regarding the recent charge to your bank account from Super+. We appreciate the opportunity to assist you.
  
  Upon reviewing your account, we found that a Super+ membership was activated on February 13, 2025. This is an optional subscription that requires your consent to initiate. We have canceled the membership to ensure you will not receive any further charges.
  
  As a one time exception, we have processed a refund for the $30 charge, which you can expect to see credited back to your account within the next 3 to 5 business days.
  
  If you have any further questions or need additional assistance, please feel free to reach out. Were here to help.
  
  Best regards,
  Super.com

  Customer Answer

  Date: 03/29/2025

  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and I will wait till I receive the $30 in my bank account. What happens if I don't get my money back?

  
  Sincerely,
  
  **** ***