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:03/07/2025

  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 was double billed for a cash advance once on February 28th and again on March 6th in the amount of $53.68.I called Super.com and was told that never happened so I email bank statements showing the transaction. Now I am not getting any response

  

  Business Response

  Date: 03/10/2025

  Dear *******, 

  Thank you for your continuous patience during our investigation period. 

  Having checked our updated on our end regarding being double charged, our specialist team has advised that this has not been corrected and the $53 refunded to your account. This was actioned on the 7th of March. 

  If you require further assistance or have any questions, please don't hesitate to contact us.

  Best regards, 

  Super.com

   

  Customer Answer

  Date: 03/10/2025

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

• Initial Complaint

  Date:03/06/2025

  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 via super.com on sunday march 2. (4 days prior to check in) for $151. i received multiple confirmation emails with a reservation number and everything and even got a text saying we are ready to check in. Today we went to check in and the front desk clerk had no reservation for us anywhere. i called the super.com support number and was told they were transferring me- only to be put on hold for 20 minutes. by that point i ended up just booking a room through the hotel. i called super.com back and spoke with someone else and was sent an email form to fill out which stated they would do their best to give me a refund with A 30$ CHARGE IF THEY WERE SUCCESSFUL IN REFUNDING ME. what an absolute joke. I disputed it with my credit card company but this really is a problem. they are advertising cheap reservations for hotels that dont even know about their website and cant honor it or even see the so called reservations. I am attaching the reservation texts, the form i filled out to get a refund (minus the $30 fee if successful), and the reservation from the actual hotel i ended up making once i realized i was conned by super.com

  

  Business Response

  Date: 03/07/2025

  Dear ******, 

  Thank you for contacting us regarding your reservation.

  I have escalated your query to our specialized team, who will thoroughly investigate the matter and work towards an appropriate resolution. They will reach out to you via email within the next 24 to 48 business hours.
  

  Should you have any further questions or require additional assistance, please do not hesitate to reach out to us via our Live Chat service.

  Let me know if you'd like any further adjustments.

  Best, 

  Super.com

• Initial Complaint

  Date:03/06/2025

  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 booked a hotel room on October 25, 2024 for a conference I was attending in *********** on Nov 2-3. I saw a better rate for this room on a site called Super.com. I booked the hotel through them. I received confirmation of my hotel reservation and nothing in that confirmation referenced any kind of membership or ongoing charges pending. This week (March 2025) I noticed a charge on my bank account for $15, when I researched I discovered that I had been paying $15 fee every month since October 2024 (5 months total). I returned to my reservation confirmation and still could see no mention that I had signed up for any membership program. I then signed into their site and tried to cancel this membership. I followed the prompts but it led to a dead end and I could not complete the cancellation. I then reached out to their tech support and asked to cancel my membership and requested a refund for the 5 months of membership that I had unknowingly paid. I was told they cancelled my membership but that they could only refund 2 months of fees. I argued their practices were predatory and I should be refunded all fees since I had not knowingly agreed to any membership. They claim to only be able to refund me for 3 months. I am awaiting the funds to appear which will take a few days but still have paid them $30 for a program that I know nothing about and did not knowingly sign up for. I have a complete record of the transcription of the chat assistance.

  

  Business Response

  Date: 03/07/2025

  Dear ******, 

  Thank you for reaching out to us regarding your request to cancel your membership and process a refund.

  After reviewing your account details, I can confirm that your Super+ Membership has been successfully cancelled, ensuring that no further charges will be incurred. Concerning the outstanding amount, I have escalated this matter to our specialized team for a thorough investigation. Updates will be communicated to you via email, so I kindly request that you monitor your inbox for any correspondence from our team. Our team should be getting back to you within the next ***** working hours.

  Should you have any additional questions or require further assistance, please do not hesitate to contact us via our Live Chat service.

  Best,

  Super.com

• Initial Complaint

  Date:03/06/2025

  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 went to my ****** ******* App last week to pay my storage fee. This company had a pop up ad right after I paid my storage stating that I would get $20 cash back for making the payment or something to that effect and they got my credit card number. They immediately took $1.97 out of my account to which I disputed with my bank and got back. This morning, they tried to take $15 out of my account which was declined. I NEVER AUTHORIZED this shady business to take money out of my account, which to me seems like theft. I want this stopped immediately.

  

  Business Response

  Date: 03/07/2025

  Dear Stephanie, 

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

  We've reviewed your account and noted that you were enrolled in our Super+ Membership program. As per our terms, a trial fee of $1.97 is applicable, followed by a monthly subscription of $15. To assist with your request to cancel the membership, could you please provide us with the phone number associated with the account? We will promptly initiate the cancellation process.
  

  If you have any further questions or require assistance, please feel free to contact us through our Live Chat platform. Our dedicated team will be happy to assist.

  Thank you for your understanding.

  Best,

  Super.com

• Initial Complaint

  Date:03/05/2025

  Type:Product Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  On 2/27 I booked a room through super.com at the days inn at **************************************************************************************************. The charge for the room was $63.57. I went to the days inn and the attendant there told me that my reservation couldnt be honored because of the site I booked through. I had to book and stay at another hotel and pay out of pocket for that reservation too, so I called customer service he told me he would have to call the hotel and cancel with them and he would call me back ( he never called back). I called super.com again got a different *** and she sent me a cancellation form. I did not fill out that cancellation form because if they successfully get a cancellation they would be taking $30 of my refund. Normally I would be ok with that but in this instance there was nothing I could do the hotel clerk told me that they dont accept the super reservations is because they never pay the hotel for the rooms. They also have a membership program for $15 a month and I chose to opt out for that but I seen the charge get declined on my debit card.

  

  Business Response

  Date: 03/07/2025

  Dear ******, 

  Thank you for contacting us regarding your reservation. We appreciate your patience and understanding as we investigate this matter further.

  Upon reviewing your reservation details, we confirm that an investigation is currently underway. We are awaiting feedback from our Travel Partner and will provide a resolution as soon as possible. You can expect an update from our team within the next ***** business hours via email.

  In the interim, should you have any additional questions or require assistance, please feel free to contact us through our Live Chat platform.

  Thank you for your continued patience and understanding.

  Best,

  Super.com

  Customer Answer

  Date: 03/08/2025

   
  Complaint: 23023451
  
  I am rejecting this response because: I was just charged another $15 from your site for some membership I didnt sign up for. Could I please get a refund.
  
  Sincerely,
  
  ****** ********

  

  Business Response

  Date: 03/11/2025

  Dear ******, 

  Thank you for contacting us regarding your refund. 

  I can confirm that I have refunded the $15. It should take 2-5 working days to reflect on your end. 

  If you have further enquiries, please reach out to us using the Super.com App and our team will assist accordingly. 

  Kind regards, 

  Super.com

• Initial Complaint

  Date:03/05/2025

  Type:Product Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  On Wednesday, February 5, 2025, I booked a hotel stay through a 3rd party website, like ********* ** ***********. The 3rd party website then took me to Super.com for the actual booking of the hotel stay. I booked this hotel solely because of the ability to pay extra and get the free cancellation option. The next day after booking, my husband came down with the flu, so we could no longer go. I clicked the link in my confirmation email to request the refund. This took me to **************. I submitted my request and they declined my refund after many exchanges asking ridiculous details about his illness, specifically who the 2 adults in the booking were for, requiring him to provide a doctor's note, etc. Basically making it impossible to get a refund. They nit-picked my situation apart in order to find an excuse as to why they shouldn't refund my money. I paid an extra $14 for the booking to have free cancellation, and I ended up not using the hotel stay or getting my refund.

  

  Business Response

  Date: 03/06/2025

  Dear Sara,
  

  Thank you for reaching out to us about this matter. We appreciate your patience and understanding as we work through this process with you.
  

  We want to let you know that we're unable to assist directly at this time because a dispute has been filed with your bank regarding this transaction. As a result, the bank will lead the investigation and communication efforts. Our role is to provide them with any necessary documentation and information to support their review. Please know that if the dispute hadn't been filed, we would have been happy to escalate this matter internally to find a resolution. However, once the chargeback process begins, we need to follow the bank's process.

  We recommend checking in with your bank for updates on the dispute. Be assured that we're cooperating fully with their requests to ensure a thorough review.
  

  Thank you again for your understanding.
  

  Best regards,

  Super.com

  
  

  Customer Answer

  Date: 03/07/2025

  
  
  Complaint: ********
  
  
  
  I am rejecting this response because the response I received from ****** was that I “received the item or service from the seller”, which did not make sense for my case. It seems as though they did not investigate the issue.
  
  
  
  Sincerely,
  
  
  
  Sara C*******

  

  Business Response

  Date: 03/07/2025

  Dear Sara, 

  Regarding your transaction, we've been notified that a dispute has been filed with your bank. As a result, we're required to follow the bank's dispute resolution process.

  Our role is to provide the bank with necessary documentation and information to support their investigation. Unfortunately, this means we cannot directly assist or intervene in the issue until the dispute is resolved.

  Please note that if the dispute hadn't been filed, we could have internally reviewed and resolved the matter. However, once the chargeback process begins, we must adhere to the bank's procedures and communicate with them directly.

  We appreciate your understanding and cooperation during this process.

  Best regards, 

  Super.com

  Customer Answer

  Date: 03/07/2025

  
  
  Complaint: ********
  
  
  
  I am rejecting this response because the response I received from ****** was that I “received the item or service from the seller”, which did not make sense for my case. It seems as though they did not investigate the issue. The ****** case is closed.
  
  
  
  Sincerely,
  
  
  
  Sara C*******

• Initial Complaint

  Date:03/04/2025

  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.

  SUPER.COM: i booked a hotel room in *********** February 27th 2025, for travel March *****, 2025, through Super.com. I paid a premium for cancellation protection. The same day, I used their cancellation form to shift the dates, and received an email this was not a valid reason for cancellation, which I understood. Yesterday, I was made redundant by my employer, who I have been with for over 4 years. I have proof of the redundancy and a pay stub from 2020. I was told by Super.com Live Chat that while it was a valid reason according to their ******************* I needed to speak to customer service, that they were not able to issue a new cancellation form since I had already used one associated with my account. I called ********************** customer service and was told I needed to get the hotel to cancel the booking. The hotel has no record of my reservation -- which is in less than two weeks - so they cannot cancel my reservation. There is no reservation number on my Super.Com voucher. I want help in cancelling this reservation for a full refund. The amount below is in CAD.

  

  Business Response

  Date: 03/07/2025

  Dear ********, 

  Thank you for contacting us regarding your refund request. We appreciate your patience and cooperation throughout this process.

  After conducting a thorough investigation with our Travel Partner, we have received their conclusion. They have advised that a refund cannot be processed at this time. Our team has also reached out to you via email.

  However, we would like to request that you complete our enhanced refund form. This will allow us to further review your case and explore possible alternatives.
  

  Please let us know if you have any questions or concerns, please reach out to us via our Super.com App. 

  Thank you for your understanding. 

  Best, 

  Super.com

   

  Customer Answer

  Date: 03/07/2025

   
  Complaint: 23019004
  
  I am rejecting this response because: I paid extra for cancellation coverage.  I fulfilled the terms of said coverage (proof of redundancy, proof of employment longer than 2 years). I was then told by your customer service that that actually wasn't enough: I had to get the hotel to agree to cancel free of charge and THEN I would receive a refund.  Only, when reached, the hotel had no record of my reservation.  How was I supposed to ask to cancel a reservation that did not exist? They clearly never made the reservation.  After an entire day bouncing between your on-line customer service, your telephone customer service and the hotel in question, I finally received an email from you indicating that my request had been approved and that I would be receiving a credit for the $1,500 I spent on the hotel. I rejected this because no where in the Terms and Conditions on your site does it say, if approved, a credit would be issued, the word REFUND is used many times.  I then received the attached email stating that I would in fact receive a refund of the amount to my credit card.  That has not happened, and I doubt very much it will.  The booking, scheduled for a week Monday, is STILL on your site.  You have yet to cancel it in my account, although I assume since it was never actually made with the hotel, you needn't worry about cancelling it there.  This website is a SCAM. 
  
  Sincerely,
  
  ******** **********

  

  Business Response

  Date: 03/10/2025

  Dear ********, 

  We appreciate your patience and understanding regarding your recent refund request.

  After collaborating with both the hotel and our travel partner, we regret to inform you that they have declined the request. However, we'd like to offer an alternative solution. Please find a link to an enhanced refund form in your confirmation email. Completing this form will enable us to provide you with an additional refund option.

  We understand that this outcome may not be what you had hoped for.

  Please be assured that we've made every effort to negotiate a mutually acceptable resolution.

  If you require further assistance or have any questions, please don't hesitate to contact us.

  Best regards, 

  Super.com

  Customer Answer

  Date: 03/10/2025

   
  Complaint: 23019004
  
  I am rejecting this response because: not only did I fulfill the requirements of the cancellation Terms and Conditions (paid extra for cancellation, my work redundancy, a cheque stub showing that my employment started over two years ago), I already received an email from your Super.Com customer service agreeing to issue me a full refund (not credit).  I have attached the verification from your customer support representative.  I believe this is some type of stall tactic on your part, to deny my request through BBB. Your website is obviously a scam.  There is zero reason why I should not be entitled to receive a full refund (not credit) given that I fulfilled the Terms and Conditions clearly outlined on your site AND received confirmation that a refund (not credit) was forthcoming.
  
  Sincerely,
  
  ******** **********

  

  Business Response

  Date: 03/11/2025

  Dear ********, 

  Thank you for your prompt response. We appreciate your patience and understanding as we continue to work on resolving your concern.

  Although our Travel Partner initially declined your request, our team is actively engaging with the hotel to explore alternative solutions. We are committed to finding the best possible resolution for you. We will notify you via email as soon as we have reached a resolution. In the meantime, we kindly request your continued patience and understanding.

  If you have any questions or concerns, please feel free to contact us through the App. We are always here to assist you.

  Thank you for your cooperation.

  Best regards, 

  Super.com

  Customer Answer

  Date: 03/11/2025

   
  Complaint: 23019004
  
  I am rejecting this response because I was given written confirmation by Super.Com that a full refund was forthcoming. I have no agreement with the hotel -- in fact, when I tried to contact the hotel, they did not have my reservation -- my agreement is with your site, so what ever dealing you have with the hotel should not affect my refund.  I paid extra for, and fulfileld the terms of, Super.Com's cancellation policy, and should be refunded by Super.Com, no matter what mess it finds itself with the hotel and my 'fake' reservation. This is quite clearly a stall tactic to get the clock to run out since my resevration was supposed to start in 5 days.  Since the reservation is STILL on your site, I assume that nothing has been done to cancel it there and since the hotel NEVER had my reservation. there is likely no intention to cancel it with them.  Even the voucher you gave me looks fake: there is zero information on it, including NO reservation number. Your website is a SCAM.
  
  Sincerely,
  
  ******** **********

  

  Business Response

  Date: 03/13/2025

  Dear ********,

  Thank you for your patience while we thoroughly reviewed your request.

  We understand how important this was for you, and we truly appreciate the time and effort you took to provide the necessary documentation. After further escalation and review, we have successfully processed the cancellation of your booking and issued a full refund to your original payment method. You can expect to see the refund reflected in your account within the next 3-5 days. A confirmation email has also been sent for your records.
  

  We recognize that this process took longer than expected, and we appreciate your understanding as we worked toward the best resolution for you.

  If theres anything else we can do to assist, please dont hesitate to reach out to our support team.
  

  Best regards, 
  Super.com

  Customer Answer

  Date: 03/17/2025

   
  Complaint: 23019004
  
  I am rejecting this response because: you have not refunded me the full amount.  The email I received from your customer service said I would be receiving a full refund of $1,480.98.  The cancellation confirmation I received from your website confirmed I would be receiving the full amount, however that amount is listed as $1,345.98.  That is NOT the full amount.  No part of what i paid should be clawed back for any reason.  
  
  Sincerely,
  
  ******** **********

• Initial Complaint

  Date:03/04/2025

  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 am trying to pay for super plus membership so I can withdraw my earnings but it refuses every payment method I use I need to solve this or know what type of credit and debit cards super.com accept

  

  Business Response

  Date: 03/12/2025

  Dear *****, 
  
  Thanks for your patience as we reviewed your case. Wed be happy to assist with your Super+ Membership payment.
  
  If your payment methods are not being accepted, wed like to take a closer look and help resolve this. At this time, we're unable to locate an account under the details provided. Please reach out to our support team at *********************** with any additional details, such as another phone number that may be linked to your account.
  
  Once we receive your request, well prioritize it and escalate internally if needed to ensure you can successfully complete your payment.
  
  Looking forward to assisting you!
  
  Best regards, 
  Super.com

• Initial Complaint

  Date:03/03/2025

  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.

  They did not refund my money on a service I didnt even get to use

  

  Business Response

  Date: 03/04/2025

  Dear *****, 

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

  Upon reviewing your account details, we confirm that your Super+ Membership has been successfully cancelled. Please be assured that no unauthorized charges were made to your payment card, and you will not incur any future charges as a result of this cancellation.

  If you have any additional questions or require further assistance, please do not hesitate to reach out to us through our App. Our dedicated team will be delighted to provide support.

  Thank you for your understanding.

  Best regards, 

  Super.com

• Initial Complaint

  Date:03/03/2025

  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.

  On Feb 16th I used super.com to reserve a room for 5 days for my daughter *** ******** ** *** **** *** ******* ks as we were expecting blizzard weather and -17’ degree weather. I didn’t want her to sleep in her car. I put it on my *** *** account. When *** went to the motel they refused to rent to her. She has a dog too large for them. *** **** *** said they would refund the reservation no charge. Manager very polite when I called him like 5 days later. I immediately called *** *** to cancel and super. Com. After a couple of days or next day I realized it wasn’t refunded to my account. So I filed a complaint. I’ve tried to talk to both parties receiving no answers. Super.com has sent an email to contact *** ***. Super .com sent a statement saying it was non refundable account. I understand that if the person didn’t show up to the motel. But when I made the reservation it was with the intent to use the facility. I went thru Supwr.com as they are very reputable company and have an At rating with BBB. The savings was a great offer. My daughter had been sleeping in her car and this was my option to not let her freeze to death. **********. Reference number. Also ******************. Total was $260.37. I was able to rent a room for *** at ******** ***** in Wichita ks for 5 days. I appreciate your understanding in this complicated issue. *** **** *** manager was very friendly and again said the reservation was cancelled and refused with their establishment free of charge.

  

  Business Response

  Date: 03/03/2025

  Dear Vicki, 

  Thank you for contacting for us with regards to the booking reservation. 

  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.

  Best

  Super.com