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:03/14/2025

  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 reserved a hotel room via super.com for a conference set to take place on 3/26. As soon as I saw the e-mail I got, I realized the wrong dates were on the e-mail (a full month earlier) and I called within 5 seconds to get help. Super.com told me to call the hotel and cancel, and the hotel immediately cancelled my reservation and told me that they had received no money from Super.com and I was free now to request a refund. For more than 3 weeks, Super.com has been stringing me along, asking me to get written confirmation from the hotel of the cancellation, etc, and I have followed every step. After checking with the hotel numerous times, they tell me that all that needs to happen is for super.com to contact them and they'll tell them the reservation is cancelled. But it turns out when Super.com says they are reaching out to their travel partners, they mean another entity, not the hotel itself. The situation is, therefore, that Super.com has taken the money I paid them for the hotel room, not given any to the hotel, and refuses to either give it to them so I can have a reservation on the correct day, or give it back to me so I can book directly. I have done everything correctly, and they have simply taken my money and provided no services--an extraordinary consumer experience and a real horror story. I have never heard of business practices like this--to take customers' money for a service and provide nothing is what we call a scam.

  

  Business Response

  Date: 03/17/2025

  Dear Alexandra,

  Thank you for sharing your concerns with us. We understand that the mismatch in your hotel reservation dates may have affected your conference plans.

  We appreciate the efforts you've made to resolve this matter, and we're pleased to inform you that we've successfully cancelled your booking. We've also received the necessary confirmation from the hotel. Regarding your refund, we're happy to confirm that the funds will be returned to the original method of payment within the next 3-5 days. You can expect the refund to be processed automatically.
  

  We value your business and appreciate your patience and understanding in this matter. If you have any further questions or concerns, please don't hesitate to reach out to us. We're here to help.
  

  Thank you for choosing Super.com, and we look forward to serving you better in the future.
  

  Best regards,

• Initial Complaint

  Date:03/14/2025

  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.

  The transaction occurred on March 6, 2025. We booked a three night stay at a local hotel but had to check out after the first night due to a family emergency. The company we booked through refused to cancel our reservation but then refused to refund the remaining two nights of our booking. We have been stuck on hold with the company every single day we talked to them. They still refuse to give the refund back, have refused to communicate with us.

  

  Business Response

  Date: 03/15/2025

  Dear ***, 

  Thank you for booking with Super.com We appreciate your business and value your trust in our services.

  We are pleased to inform you that we have processed a refund of $151.12, which has been credited back to the original payment method. Please note that the refund will take approximately 2-5 working days to reflect in your account, depending on your bank's processing time.

  If you have any questions or concerns regarding this refund, please do not hesitate to contact us through our (link unavailable) app. Our dedicated support team will be happy to assist you.

  Thank you again for choosing Super.com. 

  Best regards, 

  Super.com

• Initial Complaint

  Date:03/14/2025

  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.

  Booked a hotel for my son and his girlfriend. She was a no show from England. She didn't tell us that she has been out sick and her doctor took her out of work for the month of March due to her endometriosis. Called and cancelled hotel. I had taken out the $60.00 cancellation insurance through them which they informed me I couldn't use. That is just another one of their scams. I am now being told I need the actual hotel to send them proof that they marked them a no show with no penalties. I called hotel directly. The manager said they aren't allowed to answer any of those 3rd booking party questions at all since they don't even get money from them until after the stay is completed. I think it is just another attempt at super.com to keep customers running around in an attempt to get their money back. This operation is a scam and shouldn't be allowed. I would like my money returned to my credit card.

  

  Business Response

  Date: 03/21/2025

  Dear Elke, 

  We appreciate your continued patience and understanding during our investigation into your refund request.

  We have collaborated closely with our travel partner to pursue a resolution that aligns with our business policies and ensures a fair outcome. Regrettably, we have been informed that the refund request was declined due to the booking being non-refundable. We acknowledge your disappointment and appreciate the feedback you have provided. Your insights are valuable to us, and we will take them into consideration for future improvements.

  If you require further clarification or assistance, please do not hesitate to contact our dedicated support team. We remain committed to providing you with exceptional service.Super.com

  Best regards, 

  Super.com

  Customer Answer

  Date: 03/21/2025

  
  
  Complaint: ********
  
  
  
  I am rejecting this response because: Go back to the original booking.  I took out insurance and for some reason, the option for me to submit a medical reason is closed and said it was declined.  This is strange because I never submitted anything to begin with.   One of the travelers from England was unable to travel due to a medical condition.  How can I get this submitted for a refund??
  
  
  
  Sincerely,
  
  
  
  Elke H*******

  

  Business Response

  Date: 03/26/2025

  Dear Elke, 
  
  Thank you for your patience as we continue to look into your refund request. We understand that unforeseen circumstances can make travel plans difficult, and we truly want to assist you as best as we can.
  
  As we’ve mentioned, the original booking was made under a non-refundable rate, which limits the options for refunds. However, we understand that you opted for cancellation insurance, and we want to ensure that this is thoroughly reviewed. To move forward with submitting your medical reason for the cancellation, we kindly request that you provide us with any relevant medical documentation that supports your claim.
  
  We have already requested this information from you via email, and to ensure that we can process your request efficiently, please respond to our support team directly with the documentation. This will allow us to escalate the matter with our team and explore the options available through the insurance coverage.
  
  Should you have any additional questions or need further assistance, please don’t hesitate to follow up with us via our support email. We’re here to support you through this process.
  
  Best regards,
  Super.com

• Initial Complaint

  Date:03/14/2025

  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.

  I was trying to book 2 rooms at diff dates and the attached screenshots show the price of $108 if I purchase the membership and also showed that the room price was locked for 30 mins. I tried to purchase the rooms and the price went up when I was buying it - this was within a few minutes as I was trying to buy the membership. The worst part was when I tried chatting with an agent and they disappeared on me. They didnt even try to look into the issue and basically dismissed me. I DO NOT recommend using this site. They are a major scam. They will take your money and never look back. If you have done business with them, I recommend you cancel and / or dispute the charges.

  

  Business Response

  Date: 03/15/2025

  Dear Saadia, 

  Thank you for contacting us regarding your booking inquiry on Super.com. We appreciate your interest in booking with us.

  Regarding your query, please note that hotel rates are dynamic and subject to change based on demand, availability, and booking timing. As room inventory decreases, prices may fluctuate accordingly. Rest assured, our team strives to secure the best available deals for our valued customers.

  If you require further assistance or have additional questions, please don't hesitate to reach out to us through our app. Our dedicated team will be delighted to assist you.

  Thank you for choosing Super.com. 

  Best regards, 

  Super.com

  Customer Answer

  Date: 03/15/2025

  
  
  Complaint: ********
  
  
  
  I am rejecting this response because:
    The site clearly shows that the rate is fin hold for 30 mins and I tried booking immediately - but was applying for their membership which was part of the buying process. The worst part was the customer service chat didn’t even try looking into the issue and just ghosted me. You can’t buy or trust a site like that. I will continue to warn others and post on every review page I can so you guys can’t continue your horrible business practices. 
  
  Sincerely,
  
  
  
  Saadia I****

  

  Business Response

  Date: 03/18/2025

  Dear Saadia,
  
  Thank you for your response and for sharing additional details.
  
  Upon reviewing the screenshots provided, we noticed that in your first screenshot, you had selected the dates May 14-16, with a rate of $106 per night. In your second screenshot, the dates were adjusted to May 14-18, with a rate of $108 per night. The slight price increase may be due to the change in dates, as hotel rates can fluctuate based on factors like the day of the week, availability, and demand.
  
  We also regret to hear about your experience with our customer support chat. We strive to provide helpful and timely assistance, and your feedback is valuable in helping us improve. If you need further assistance, please feel free to reach out through our app, and our team will be happy to help.
  
  Thank you for your time, and we appreciate the opportunity to clarify this matter.
  
  Best regards,
  Super.com

  Customer Answer

  Date: 03/19/2025

  
  
  Complaint: ********
  
  
  
  I am rejecting this response because: yes I was trying to book 2 different rooms. Your site shouldn't promise to hold rooms with a timer next to it if that truly isn't the case. I was STILL in the process of filling out the form and within just a minute or 2 it disappeared. You are missing the point here about your customer service rep completely ghosting me and not even willing to look into what happened. The bottom line is, I can't do business with a company who doesn't even offer capable customer service. I still encourage everyone to NOT go business with these people. Your site CONTINUED to show the same rate but would not honor it when you actually went to pay for it. I notified your rep of this and they never replied. They disappeared in mid-conversation WITHOUT even asking me the specifics of the issue.
  
  
  
  Sincerely,
  
  
  
  Saadia I****

• Initial Complaint

  Date:03/14/2025

  Type:Customer Service Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  The staff at super have intended to withhold service from me, and have failed to make their app operate as intended. I cant add my super card to ***** ******, i cant withdraw the funds, i cant add a debit card, etc. i asked for help, and instead they completely ignored me, and when they picked up their rude customer support staff were making racial and obscene remarks towards me

  

  Business Response

  Date: 03/18/2025

  Dear Justin, 
  
  Thank you for reaching out to us. Your experience is important, and I would like to assist you with the challenges you’ve encountered in the Super app.
  
  To resolve the issue with linking your Super card to your digital wallet, please follow these steps:
  1. Go to your digital wallet (***** **** ****** **** ******** ****) and delete the Super card if it is already there.
  2. Open the Super app and attempt to connect your Super card using the app interface instead of manually in your digital wallet app.
  3. Log into your account via the Super app or at super.com, then select ‘View Card’ and click ‘Add to ***** ******’ or ‘*** ** ****’.
  
  We are dedicated to ensuring that you can fully utilize our services, and I appreciate your cooperation in following these steps. If you continue to face issues or have further questions, please feel free to reach out directly.
  
  Thank you for your understanding, and I look forward to resolving this matter swiftly.
  
  Best regards,
  Super.com

  Customer Answer

  Date: 03/19/2025

  
  
  Complaint: ********
  
  
  
  I am rejecting this response because: i am still missing money for task and gane completion
  
  
  
  Sincerely,
  
  
  
  Justin P*****

  

  Business Response

  Date: 03/25/2025

  Dear Justin, 

  Thank you for your patience and understanding as we work diligently to address your concerns.

  We are collaborating closely with our team to ensure a timely resolution. Currently, we are conducting a thorough investigation, and should there be any developments, our team will promptly contact you via phone or email to provide updates. We appreciate your continued patience and understanding, allowing us the necessary time to resolve this matter.

  If you have any additional questions or would like to provide further details within the next 24-48 hours, please feel free to reach out to us via our Super.com App. Our dedicated team will respond to the best of their ability.

  Thank you for your cooperation.

  Best regards, 

  Super.com

  Customer Answer

  Date: 03/26/2025

  
  
  Complaint: ********
  
  
  
  I am rejecting this response because:
  
  They havent fixed it, they simply hacked into my ***** account to steal money from me - which i since reported as fraud 
  
  Sincerely,
  
  
  
  Justin P*****

  

  Business Response

  Date: 03/28/2025

  Dear Justin,
  
  Thank you for your follow-up email.
  
  I wanted to inform you that one of our support supervisors attempted to contact you to gather additional details about your account issues. A follow-up email has also been sent to ensure you have the necessary information.
  
  For security reasons, we kindly request that you contact our Support line at ***** ******** for further assistance. Our team is available Monday through Friday from 8 AM to 9 PM ET to address any concerns you may have.
  
  We appreciate your understanding and look forward to assisting you.
  
  Best regards,
  Super.com

• Initial Complaint

  Date:03/14/2025

  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.

  Complaint Summary:I recently booked a reservation through Super.com, ensuring I selected the correct dates for my stay. However, after receiving my confirmation, I noticed that the dates were entirely incorrect. I immediately reached out to Super.coms customer support to rectify the issue, but I was informed that I was unable to cancel or adjust my reservation.I find it highly concerning that Super.com does not provide a reasonable resolution for clear booking discrepancies. As a customer, I should have the ability to correct such errors, especially when brought to their attention promptly.Desired Resolution:I am requesting that Super.com either allow me to modify the booking to the correct dates or issue a full refund for the incorrect reservation. Additionally, I urge the company to review its policies regarding booking errors to ensure a fair and reasonable process for customers in similar situations.

  

  Business Response

  Date: 03/21/2025

  Dear ******,
  
  Thank you for your feedback regarding your recent reservation with us. We appreciate the opportunity to assist you in this matter.
  
  After reviewing your case, we understand the importance of having accurate booking details. As a one-time exception, we have processed a refund of $167.93 for your incorrect reservation. You can expect to see these funds reflected in your original payment method within 3 to 5 business days.
  
  We value your insights and are committed to ensuring that our policies enable a satisfactory resolution for our customers in situations like yours.
  
  If you have any further questions or require additional assistance, please feel free to reach out. We are here to help.
  
  Best regards,
  Super.com

• Initial Complaint

  Date:03/13/2025

  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.

  False advertising third party to book hotel. Totally rude and unprofessional when on phone to rectify the situation. Provided me with false/wrong information relative to cancelling or following up on. Hidden fees,

  

  Business Response

  Date: 03/21/2025

  Dear *****, 

  Thank you for reaching out.

  At Super.com, transparency in pricing is paramount. We ensure that all taxes and fees are clearly displayed at checkout, providing customers with full visibility into the total cost prior to completing a reservation.

  Regarding security deposits, it is a standard industry practice for hotels to require a temporary hold on a credit card at check-in. This deposit is released at check-out, provided there are no additional charges. Concerning your reservation, our team proactively intervened on your behalf to request a cancellation and refund from the travel provider. Regrettably, the request was declined due to the booking being non-refundable. We acknowledge your disappointment and appreciate your feedback.

  If you require further clarification or assistance, our dedicated support team is available to help.

  Best regards, 

  Super.com

• Initial Complaint

  Date:03/13/2025

  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 was checking my banking statements and I was alerted by the customer service representative that my bank has been charged by super plus $15 inMarch 20 25 and again a second charge in March 20 25 for $15. I did not sign up for this. This is fraud. I don’t use anybody to help me manage my money and I don’t use anybody to help me shop. I tried contacting the company at ************ I couldn’t get a hold of anybody but a recording my bank has blocked them so they will not be able tocharge any more money on my account And my bank is going after them. I wanted to have the Better Business Bureau acknowledge this is a fraud business how did they get my account How do how are they able to charge any money to my account? I’m not on any automatic pay. I pay everything by phone and I don’tshop online but two places! And those are
  very secure and very old businesses
  It may be a small amount, but if they do 3000 people times $15 every two weeks that adds up to a lot of money beware do your research as this company has

  

  Business Response

  Date: 03/14/2025

  Dear Kat,

  Thank you for reaching out to us about your concerns.

  At Super.com, we value transparency and trust. We're a well-established travel company recognized by reputable publications like the ********* ****** ******* *** *** *** **** *****. You can learn more about our company at ****************

  Regarding the charges, we've investigated and found that you had an active Super+ membership. We've taken care of cancelling your subscription for you. Additionally, we've processed a refund for the two transactions, which should appear in your account within the next 3-5 days.
  

  Please be assured that our Super+ membership is only activated when a customer personally confirms enrollment at checkout. We're committed to delivering reliable and high-quality travel services.
  

  If you have any further questions or concerns, please don't hesitate to reach out to us. We're here to help.

  Best regards,
  Super.com

  
  
  

  
  

• Initial Complaint

  Date:03/12/2025

  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 HAVE BEEN CHARGED A MONTHY MEMBERSHIP i DID NOT ASK FOR. THERE IS NO PHONE NUMBER OR ANY OTHER WAY TO CONTACT THIS BUISNESS

  

  Business Response

  Date: 03/13/2025

  Dear Jennifer,

  Thank you for reaching out to us about your Super+ membership. We're happy to help and want to assure you that we've taken care of the matter.
  

  We've cancelled your Super+ membership, effective immediately. You can expect no further charges from us.
  

  Regarding the initial charge, our records show that the payment was not successful. Since we've cancelled your membership, you won't incur any additional costs.
  

  If you have any further questions or concerns, please don't hesitate to reach out to us. We're here to help.
  

  Best regards,
  Super.com

• Initial Complaint

  Date:03/12/2025

  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.

  So I wanted to cancel my membership with super after I did that I called to see if there was a way to process my advance on the spot so I was paid in full. According to their records that wasnt possible seeing as it was set to go through on its own. Now I moved my money from my bank account to ********************** card so that when the payment goes through it was taken out of the available amount on their card that I have. So I ended up calling that first day on Thursday 3/7/25 and the woman kept cutting me off and I tried to address her attitude and she hung up the phone so I waited till Monday 3/10/25 and explained my situation where they keep bypassing what I have on the card and trying to take the money from my other bank accounts and I was told rest assured the next time it processes the cash advance that payment it would be taken out of my super.com account. So this morning I discovered that wasnt the case and they attempted to take from my bank accounts and not super so I called again got transferred to some resiliency department I tried to speak with a supervisor was transferred then the super hung up the phone before I could talk. So I called again and spoke to a cash advance supervisor named elacid and he told me there nothing to do but wait for the amount to process on its own which its not going to since I put the money in my super account from my bank I explained that to him and nothing was resolved so Im making a complaint here to hopefully resolve this issue and to never use super ever again. I also would like to request the recordings from my encounters with them if possible

  

  Business Response

  Date: 03/21/2025

  Dear *******,
  
  Thank you for reaching out and sharing your experience with our ********************* We appreciate your feedback and the opportunity to address your concerns.
  
  After reviewing your account, we found that your cash advance has been processed and paid in full. We understand how important it is for these transactions to be handled smoothly and that communication during this process is crucial.
  
  We truly appreciate your patience as we worked through this matter. If you have any further questions or need additional support, please dont hesitate to reach out. Were here to help and ensure that your experience moving forward is a positive one.
  
  Best regards,
  Super.com

  Customer Answer

  Date: 03/21/2025

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