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:03/10/2025

  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 a member and cancel membership months had a 75 dollar I was for hotel purchase I made out the blue this company illegally withdrawal funds not authorized for them to withdraw

  

  Business Response

  Date: 03/10/2025

  Dear ******, 

  Thank you for contacting us about your request to cancel the Super+ Membership. 

  I am pleased to confirm that, upon reviewing your account details, we have successfully canceled your Super+ Membership. As a result, a refund of $15 has been processed to your original payment method. Please be assured that, with the cancellation, you will not incur any further charges related to your Super+ Membership.

  If you have any questions or require further assistance, please do not hesitate to contact us through our App. Our dedicated team will be happy to assist you.

  Best regards,

  Super.com

• Initial Complaint

  Date:03/09/2025

  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.

  I tried the 5 day trial for $2 only to find out you can't even use your credits unless you start a monthly agreement which is not stated at all in the user agreement. This is a scam. They get you to spend the $2 to get a trial and make you think that you can use your credits but you can't use them for 30 days which means to use them you have to sign up for the monthly fee plan. So the $2 is essentially for nothing and they scam everyone out of the money. Then to cancel you have to call them and can't even do it online. It's all a scam to get you to pay monthly fees and have to jump hurdles to get out of the agreement. Avoid at all cost. I will never book through this site again

  

  Business Response

  Date: 03/10/2025

  Dear ***, 

  Thank you for contacting us regarding your Super+ Membership. 

  I can confirm that your Super+ membership has been cancelled. You will not incur further charges because of this. Should you wish to reactivate your Super+ Membership, kindly note that the benefits will apply once the membership is active after the trial period. 

  If you have any questions or have any concerns you are welcome to reach out to us via our Super.com App, and our team will be happy to assist. 

  Best regards, 

  Super.com

• Initial Complaint

  Date:03/09/2025

  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 usually buy hotels on *********** . It tells you if free cancellation or not . This company advertises the same . They make you pay 32 for free cancellation as they advertise . I had booked a hotel in ***** for 5 nights and pre paid them . So I cancelled a week before the scheduled date because of work related me being a business owner myself . They then refused to credit my charge card back . Then they wanted my banking information . Then they denied the refund twice and sent me some fine print reply . I ******* this company afterwards . Lot of scam complaints . They should be shut down for fraud . I bet if they did and audit they dont refund anyone there money . And audit should be done into this company Sincerely ******* ******

  

  Business Response

  Date: 03/10/2025

  Dear ******, 

  Thank you for contacting us. We understand how challenging this situation must be and want to help guide you on the next steps.

  Please note that most of our bookings are non-refundable and non-amendable. However, I see that you have purchased the enhanced refund update. 

  Kindly note that, the enhanced refund option included with your booking is designed to provide support in specific circumstances, such as unforeseen emergencies. To determine eligibility and process a request, you would need to reach out directly to the enhanced refund provider. Their contact information can be found in your booking confirmation email.

  Please note that they may require proof of the situation, such as documentation. While we understand your hesitation, this information is necessary to ensure the claims process is fair and accurate. We encourage you to connect with the enhanced refund provider to open a case and review your options.

  If you have further questions or need assistance accessing the contact details, feel free to reach out.

  Best regards, 

  Super.com

  Customer Answer

  Date: 03/10/2025

   
  Complaint: 23041851
  

  I RECEIVED AND EMAIL THIS MORNING THAT THEY WERE REFUNDING MY MONEY. SO, IF THIS IS CORRECT THEN I CONSIDER THIS RESOLVED.  IF I DONT RECEIVE THEN I WOULD CONSIDER THIS STILL AND OPEN CASE .
  
  Sincerely,
  
  ******* ******

  

  Business Response

  Date: 03/11/2025

  Dear ******, 

  Thank you for contacting us regarding your refund. 

  I am pleased to hear that this has now been resolved. 

  If you have any more questions or concerns, please reach out to us via our Super.com App. 

  Kind regards, 

  Super.com

• Initial Complaint

  Date:03/09/2025

  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.

  I’ve been trying to make my payment for the last three months now and at this point, i’ve got a numerous notifications stating that it is going to start affecting my credit score which I do not feel is fair because I have actively made a payment and I have tried to call multiple times to see why my payment has not posted I recently tried to make another payment and I keep getting the runaround because the money has been taken out of my account, but it is not reflecting on my account with this business first, it was 3 to 5 business days. Then it was seven business days, and at this point it’s been two weeks and my payment has still not reflected. I have tried to call multiple times, but they make it seem as if I am overreacting when I fear that this result in hurting my credit and if it does, there will be serious problems. I need help because they’re not helping me figure out why my payment is not posting. I have evidence that the payment was successful and did come out of my account but each representative I try and talk to tell me something different each time, one even me that I never made a payment even though that is not true.

  

  Business Response

  Date: 03/18/2025

  Hi Dominique, 
  
  Thank you for reaching out and sharing your concerns. We understand the importance of resolving this issue and appreciate your patience as we work to clarify your payment situation.
  
  We have escalated your case to our senior support team, who have investigated the details. Based on the information we have, the $30 charge on your account corresponds to your Super+ membership for January and February, with a $15 fee for each month. Additionally, your cash advance is currently active.
  
  We want to ensure that your payment issues are resolved promptly. If you have evidence showing that your payment was successfully processed, we would like to review that information to help us determine what may have caused the delay in reflecting the payment on your account.
  
  To address this further, you can follow up directly with our escalated support team via email for more detailed assistance. They will be able to help you with any additional questions regarding the status of your payment.
  
  Thank you for your continued patience and for being a valued Super+ member.
  
  Best, 
  Super.com

• Initial Complaint

  Date:03/09/2025

  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 tired booked online for the night of March 8th. When I noticed because it it had just turned after midnight 1202am it was March 9th so the booking applied to March 9th!
  After realizing the mistake once I got the confirmation. I attempted to contact customer service. I noticed there was not a customer service number to call only the hotel number. I went to the hotel and talked to the clerk , which stated they did have the reservation but there was no contact number for the company super.com on their end either. Therefore, they could not contact the companysuper.com and help change the reservation. So I did get in contact with a online chat with super.com agent. The agent basically told me there was nothing they could do, even though i just booked the reservation with them 10min ago. Basically stating there.was no room for error when booking with their company. And stated to contact the hotel, I told them i.had already spoke to the hotel and that the.hotel.didnt have a contact number for them to get into contact with super.com!!.Super.com would not modify my reservation or give my money back after I simple mistake!! Which I contacted them immediately to correct. Their customer service is absolutely non-existent!

  

  Business Response

  Date: 03/10/2025

  Dear Maurice, 

  Thank you for bringing this matter to our attention.

  At this time, we cannot assist directly as a dispute has been filed with your bank regarding this transaction. Once a dispute is initiated, all further communication and resolution efforts must be conducted through the bank. Our role is to provide the bank with any requested documentation and supporting information to facilitate their investigation. As such, we cannot intervene or address the issue outside of the bank's process until the dispute is concluded.
  

  Had the dispute not been filed, we could have escalated this matter internally to review and resolve it. However, once a chargeback process is initiated, we cannot directly communicate or take action with you regarding this booking.
  We recommend following up with your bank for updates on the dispute. Rest assured; we cooperate fully with their requests to ensure a thorough review.
  

  Thank you for your understanding.

  Warm regards,

  Super.com

• Initial Complaint

  Date:03/09/2025

  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 want a refund all money taken from my bank for a super+ membership I have had no awareness of purchasing. For such a membership I have apparently been charged $15 on March 7 and $1.97 on March 2.I just now googled and found a phone number for super+, called and selected their membership cancellation option. There are no representatives at this time, 7:20 AM ET, Sunday, to talk to for any confirmation.

  

  Business Response

  Date: 03/10/2025

  Dear ******, 

  Thank you for contacting us regarding your Super+ Membership. We appreciate your inquiry.

  We are pleased to confirm that your Super+ Membership has been successfully canceled, and a refund of $16.97 has been processed to your original payment method. Please be assured that, with the cancellation, you will not incur any further charges.

  If you have any additional questions or concerns, please do not hesitate to reach out to us through the App. Our dedicated team will be happy to assist you.

  Thank you for your understanding. 

  Best regards, 

  Super.com

• Initial Complaint

  Date:03/08/2025

  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.

  This company is incredibly shady and untrustworthy. I just received a message that my membership was cancelled, yet I have no idea how they even got my banking information since I’ve never used their website. The charges kept changing over time, and I honestly believe the only reason my subscription was finally cancelled (not by my request) was because I changed all my banking info and cards. When I previously tried to cancel, it was a complete hassle. Their customer service is terrible — they answer the phone, then disconnect without providing any real help. I only found a resolution by being proactive and switching banks myself. This whole experience feels unlawful, and the fact that they can’t even tell me when I supposedly signed up is ridiculous. Avoid this company at all costs!

  

  Business Response

  Date: 03/10/2025

  Dear Alejandra, 

  Thank you for reaching out to us regarding your Super+ Membership. 

  Upon checking your details, I can confirm that the Super+ Membership has been cancelled on the 8th of March. You should not incur further charges. 

  If you have any questions or concerns, please do reach out to us via our Super.com App. 

  Best regards, 

  Super.com

  Customer Answer

  Date: 03/10/2025

  
  
  Complaint: ********
  
  
  
  I am rejecting this response because:if I wouldn’t of proactively shut off my linked accounts the charge would’ve been recurring .i expect some type of refund the charge was over 2 years. 

  
  Sincerely,
  
  
  
  Alejandra A*******

  

  Business Response

  Date: 03/12/2025

  Dear Alejandra,

  Thank you for your patience while we looked into this matter further.

  Upon further review, we were able to locate an account associated with your phone number, and we have processed a refund for six months of subscription charges. Additionally, we attempted to reach you via phone to confirm if there were any other accounts or charges we should review, but we were unable to connect.
  

  We’ve also sent you a follow-up email, which you’re welcome to respond to if you need any further assistance. If there’s anything else we can do to help, please don’t hesitate to reach out.

  Best regards,
  Super.com

• Initial Complaint

  Date:03/07/2025

  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.

  They use unethical business practices to get people to pay a 15 dollar fee. They let you take an advance and pay extra money to get it within the day but they do it within the timeframe. They did not allow me to cancel anything. I would never use Super.com+ membership ever again because they do not keep their word.

  

  Business Response

  Date: 03/09/2025

  Dear ******, 

  Thank you for contacting Super regarding your Super+ Membership. We appreciate your inquiry.

  Upon reviewing your account, we confirm that your Super+ membership has been successfully canceled, and a credit of $45 has been applied to your account. Please note that the refund will be reflected in your account within 2-5 working days, subject to your bank's processing time.

  If you require further assistance or have any additional questions, please feel free to reach out to us through the App. Our dedicated team will be happy to assist you.

  Thank you for your understanding. 

  Best regards, 

  Super.com

  Customer Answer

  Date: 03/09/2025

   
  Complaint: 23035457
  
  I am rejecting this response because:
  

  I do not see my refund or a 45 dollar credit. where will it be sent to. 

  
  Sincerely,
  
  ****** ***

  

  Business Response

  Date: 03/11/2025

  Dear ******, 

  Thank you for contacting us. 

  As per my previous response, kindly allow 2-5 working days before the refund reflects on your end. 

  Kind regards, 

  Super.com

• Initial Complaint

  Date:03/07/2025

  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.

  As a PAID Super Plus member, I entitle for the 10% of the following hotel booking totals as cash back according to Super.com. I have sent the email about the missing rewards and haven’t heard back. Booking confirmation number and Value paid as following, ********** $87.84
  
  ******** $88.88
  
  ******** $99.69
  
  ******** $59.75
  
  ******** $45.82
  
  ******** $90.64
  
  ******** $59.89
  
  ******** $46.48
  
  ******** $160.56
  
  ******** $252.94
  
  Also as what I see on super.com with my ****** login, when I book.
  It seems like my earning details are missing for those hotel bookings. Total are 10 of them with more than $990 values. I should have those posted to my rewards account. Please advise ASAP!

  

  Business Response

  Date: 03/11/2025

  Dear Yali, 

  Thank you for your patience and understanding throughout our investigation. We appreciate the time you have taken to bring this matter to our attention.

  After conducting a thorough review, our team has determined that the canceled bookings you mentioned do not meet the eligibility criteria for cashback. However, we are willing to reassess your case if you can provide additional documentation.

  To facilitate this process, please provide us with documentation from the hotel(s) that includes the following:
  -Hotel's letterhead
  -Guest details
  -Hotel's contact information
  -Reason for cancellation
  Once we receive the required documentation, we will be happy to assist you further and reevaluate your eligibility for your concerns.

  Thank you for your cooperation and understanding.

  Best regards, 

  Super.com

  Customer Answer

  Date: 03/14/2025

  
  
  Complaint: ********
  
  
  
  I am rejecting this response because:
  
  
  
  Sincerely,
  
  
  
  Yali Z**

  Customer Answer

  Date: 03/14/2025

  
  I am rejecting this response because: 

  None of the bookings in my complaint are cancelled.

  In regarding the 10% cash back terms was last updated on Feb 11, 2025. As follow screenshot, $100 daily, $250 weekly, and $1000 monthly on the company legal website. Please work on all my missing cash back accordingly. Plus I don’t think the instant credits I got from cancellation are to be considered as discounts with no cash back in my next bookings. This’s a mistake. I paid them with my money but toward my prepaid credits. In accounting term, those credits are unearned revenues. On December 8th and so on, I should have $431.34 and $31.22 on the 17th as paid credits from cancellations. Those credits never should expire nor count as discounts. Those bookings are ********** $158.48 ***** * ** ******* ***** December 22-25 2024.

  I discovered following bookings prior to February 2025 without any cash back posted. ********** $171.98 ******* *** ******* **** ***** Jan12-16; ********** $88.08 **** *** ** ******* ***** Jan16-18; ********** $ 108.79 ***** * Idaho Falls, ID - ***** ***** Jan 02-04; ********** $132.30 ***** * By ******* ******* December 19-21th.

  ********** and ********** were resolved for my complaint about the services provided by the hotel is horrible. I did stayed in the hotel and paid the whole charges.
  
  Sincerely,
  
  Yali Z**

  

  Business Response

  Date: 03/19/2025

  Hi Yali, 

  Thank you for reaching out regarding your cashback rewards. We appreciate the opportunity to review your concerns further.
  
  Based on our investigation, we’d like to clarify that cashback earnings are subject to specific redemption limits depending on your membership type. As a Super+ Member Only, redemptions are issued in Super Travel credits rather than cashback, with a monthly limit of $100 and a yearly limit of $500 in credits. If you are a Super+ Member & Cardholder, cashback eligibility follows a daily limit of $100, a weekly limit of $250, and a monthly limit of $1,000.
  
  Our records show that for February, the maximum redemption amount was reached, meaning additional bookings in that month did not qualify for further cashback or credits. However, we can confirm that cashback earnings have resumed for bookings in March, indicating that the yearly limit has not yet been met.
  
  Additionally, some of the bookings mentioned were canceled and refunded, making them ineligible for cashback based on program terms.
  
  If you have any additional questions or require further assistance, please reply to our support team’s email directly. We appreciate your time and thank you for being a valued Super+ member.
  
  Kind Regards, 
  Super.com

  Customer Answer

  Date: 03/21/2025

  
  
  Complaint: ********
  
  
  
  I am rejecting this response because: The term is different from your statement. My paid booking credits are cash saved in my account not rewards. The advertising is misleading and false.
  
  
  
  Sincerely,
  
  
  
  Yali Z**

  

  Business Response

  Date: 03/24/2025

  Dear Yali, 

  Thank you for your response. We appreciate the opportunity to clarify how Super+ cashback and credits work.

  Super+ members receive cashback based on specific program terms, including daily, weekly, and monthly redemption limits. As mentioned, cashback for February reached the maximum redemption amount, which is why additional bookings from that month did not qualify. However, cashback earnings have resumed for March, confirming that the yearly limit has not yet been met.

  Regarding the use of credits, Super Travel credits are applied as discounts toward future bookings and are not considered direct cash payments. This structure is outlined in the Super+ program terms, which ensure continued savings and benefits for members.

  We value your membership and are happy to assist with any further questions. If you’d like to review your specific cashback details further, please reach out to our support team directly for personalized assistance.

  Best regards, 

  Super.com

  Customer Answer

  Date: 03/24/2025

  
  
  Complaint: ********
  
  
  
  I am rejecting this response because: The stated policy is never written anywhere.
  
  
  
  Sincerely,
  
  
  
  Yali Z**

• Initial Complaint

  Date:03/07/2025

  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 had a membership at super.com and reserved ******* *** and ****** in Conway Ar for March 1st checking out March 2nd. We got there the night of March 1st and they had no reservation for me. We were there on a ball tournament, so I called super.com and they told me they had accidentally booked me for ******* ***, which was in a dangerous area, so I had to go find a different hotel and spend an extra $150. Super told me it would be resolved quickly and I would be refunded for both hotel. Well nothing has been done and I have called everyday. They told me I need to reach out to ******* *** and see if they will refund me and I told them that was their mistake and they can do that but I want my money back. Please help me that was an extra $150 I had to pay out of pocket and now I’m short on money. They have not even reached out to me one time and I feel like they just took my money and no intention on refunding me. Thank you so much for your time.

  

  Business Response

  Date: 03/10/2025

  Dear Erin, 

  Thank you for contacting us regarding your refund request. We appreciate your patience and understanding as we work to resolve this matter.

  Upon reviewing your booking details, we have escalated the issue to our Travel Partner for further investigation. Our specialized team has also been engaged to assist with this case, and you can expect an update within the next 24-48 working hours. We kindly request that you allow us the necessary time to thoroughly investigate and resolve this matter to the best of our abilities.

  If you require further assistance or have any additional questions, please do not hesitate to contact us through the App.

  Thank you for your understanding and cooperation.

  Best regards, 

  Super.com

  Customer Answer

  Date: 03/11/2025

  
  
  Complaint: ********
  
  
  
  I am rejecting this response because: It has been 11 days and it shouldn’t take this long to get a refund issued. I think they are waiting for me to forget so they can sweep it under the rug, but that’s not gonna happen. $100 is a lot and I could really use my money back. 
  
  
  
  Sincerely,
  
  
  
  Erin W******

  

  Business Response

  Date: 03/12/2025

  Dear Erin,

  We appreciate your patience and are pleased to confirm that your refund of $91.89 has been processed as promised.

  Please note that the refund will be reflected in your account within the next 3-5 days, depending on your bank's processing time.
  

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

  Best regards,
  Super.com

  Customer Answer

  Date: 03/13/2025

  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,
  
  
  
  Erin W******