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:02/23/2025

  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 paid for a reservation on February 19, 2025, and received a voucher with Confirmation Number: B_17274369. However, when I arrived at the hotel on February 20 at 10:45 PM, they could not find my name or the confirmation number in their system.I called the assistance line ****************) and was told a representative would contact the "travel partners" and call me back with a valid confirmation number. Unfortunately, after waiting for 45 minutes without a callback, I had to book a room at another hotel for the night.The next morning, I used the chat feature in the app and received another confirmation number, but when I called the hotel to verify, they informed me it was invalid. I contacted customer service again, and they acknowledged the issue and promised a refund. I requested an email confirmation of this, but I never received it.On February 22, I followed up again, and the representative informed me he would need to verify with the "travel partners" and would update me on Monday, February 24. I am not optimistic about receiving a response

  

  Business Response

  Date: 02/25/2025

  Dear *****,

  Thank you for sharing the details of your recent experience with us. We appreciate your patience and cooperation.
  

  We're committed to making things right and providing a positive experience for our customers. We're reviewing your case and working on a resolution.
  

  Regarding your refund, we've confirmed that you've initiated a chargeback with your bank. We're cooperating fully with the bank's investigation, and they'll be in touch with you directly to provide an update on the outcome.
  

  Please be assured that we're doing everything we can to resolve this situation. We value your trust and loyalty and want to ensure that you feel confident when booking with us in the future.
  

  Thank you for bringing this to our attention, and we appreciate your understanding.
  

  Best regards,
  Super.com

  Customer Answer

  Date: 02/26/2025

   
  Complaint: 22980406
  
  I am rejecting this response because: 

  Today is 02/26/2025 and I have not received any communication from Super.com. I was told I would receive an update on Monday, February 24 with the "travel partners" determination. In total I have been told 5 different times I would receive a call or email - any kind of communication would work - from Super.com, and now 5 times I have not been contacted. Super.com is not trying to resolve this issue that is clearly on super.com to fix. I paid for a hotel room for three nights in a city I obviously do not live in for my teenage daughter and myself to stay in while she played in a tournament in *******. I called, emailed, texted, and chatted 4 separate times to just get a confirmation number that would allow us to check in. I never got one. I had to find and book 2 different hotels that I could afford to stay in with my daughter, and all the while being told by super.com that they would call me with a confirmation number. That never happened. I never got a call. I never got a confirmation number. I did not receive the item I paid for. I deserve a full refund.

  
  Sincerely,
  
  ***** ********

  

  Business Response

  Date: 02/27/2025

  Dear *****, 

  Thank you for contacting us.

  We have reviewed your account details and confirm that we have reached out to our Travel Partner for further assistance. We are currently awaiting their response.
  

  Please note that due to the chargeback initiated, we are unable to proceed with our investigation as per our standard procedures. We recommend contacting your financial institution directly, and we will continue to collaborate with them to resolve this matter as soon as possible.

  If you have any additional questions or concerns, please feel free to reach out to us through our Super App.

  Best

  Super.com

  Customer Answer

  Date: 02/27/2025

   
  Complaint: 22980406
  
  I am rejecting this response because: The payment method I used to book with Super was ******* I disputed the charge on Sunday 02/23/2024 and have sent two messages to Super through ******'s ***************** and Super has not responded to any of my messages. So the following response that Super sent to the BBB on 02/25/2025 is not at all truthful, "cooperating fully with the bank's investigation" and the second claim Super made on 02/27/2025 is again not truthful, "are unable to proceed with our investigation as per our standard procedures. We recommend contacting your financial institution directly, and we will continue to collaborate with them to resolve this matter as soon as possible."

  Super is not in contact with ****** to resolve this issue but they are claiming that they are. 

  
  Sincerely,
  
  ***** ********

  

  Business Response

  Date: 03/04/2025

  Dear *****, 

  Thank you for contacting us regarding the chargeback and reservation cancellation. We appreciate your patience and understanding in this matter.

  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 ************ addition to the above, here is a dispute reference ID ****************** you can provide ****** with.

  If you require further assistance or have any additional questions, please do not hesitate to contact us. We are committed to providing you with exceptional support and look forward to resolving this matter promptly

  Best, 

  Super.com

• Initial Complaint

  Date:02/22/2025

  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.

  Transaction date: 2/22/24
  Money paid: $131.56
  Business commitment: To book my family and me at the **** *** **** ******* for the night of Feb. 16, 2025.
  Dispute: When we arrived at the motel, it was CLOSED DOWN. At that time, I had not received (and to this date have not received) any communication about this. I have also not received a refund.
  Attempts at resolution: I called Super.com's customer service line and was directed to file a claim. I was told I had to demonstrate "proof" of said claim, which I gave in the form of a photo of a closure letter taped to the door of the vacated motel. I subsequently received an email from Super.com stating that I would be charged $30 if I wished to proceed with my refund request.
  Advertising: On Dec. 22, 2024, Super.com posted that the **** *** **** ******* had availability for the night of Feb. 16, 2025, and proceeded to accept my payment for a room booking. At no time did they attempt to contact me to let me know that the hotel was defunct and at no time have they offered to refund my FULL payment to them.

  Customer Answer

  Date: 02/24/2025

  You just refunded me for the wrong booking. My **** ***** ***** * booking for Feb. 17th was perfectly fine. The closed motel you booked me into was the **** *** **** ******* for Feb. 16. THAT booking cost $131.56, not $84.52. At this point, I am still owed $47.04. Once again, I am attaching documentation here which clearly states the name and location of the motel in question. I am also attaching proof of payment to your company. 

  

  Business Response

  Date: 02/25/2025

  Dear Camden, 

  Thank you for contacting us and bringing this matter to our attention.

  After conducting a thorough review of your account, we have identified an error that resulted in the incorrect reservation being refunded. We have taken immediate action to rectify the situation and ensure a suitable resolution.
  Our team will be issuing a refund of $47.04, which represents the difference between the two bookings. This amount will be credited back to your original payment method and should be reflected within the next 3-5 business days.
  

  If you require further clarification or have any additional questions, please do not hesitate to contact us through our Super App. Our dedicated team will be more than happy to provide assistance.

  Thank you for your patience and understanding.

  Warm regards, 

  Super.com

  Customer Answer

  Date: 02/26/2025

  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. My only caveat is to please make sure that ***** * **** ***** did indeed get their $84.52 for the services they rendered me (providing me adequate accommodations the night of 2/17) and that the money credited back to me came from the **** *** **** ******* booking for 2/16.
  

  Thank you,

  Camden M****** *****

  
  

• Initial Complaint

  Date:02/22/2025

  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 02/21/2025 I book a hotel room at **** ******* in Richmond,IN through Super.com for $101.80. I arrived at the hotel and was told that the virtual card Super.com provided them for payment was declined, even though Super.com already charged my card. I proceeded to be on hold for a hour with Super.com customer support on the phone. When a representative finally picked up. I was told they couldn’t help me and had to transfer me to an “Urgent Care Specialist”. After another 30 minutes of holding I had to book another hotel because it was freezing outside and I could not wait. I want a refund for the money they took without providing me what I paid for.
  
  I’ve attached the booking confirmation from Super.com and the booking confirmation from the second hotel I had to book for the same night as evidence.

  

  Business Response

  Date: 02/25/2025

  Hi Paloma,

  Thanks for reaching out to us about your recent booking experience. We appreciate you sharing the details with us, and we're here to help.

  We've reviewed your case and understand that you've initiated a chargeback with your bank. We're happy to cooperate with the bank's investigation, and they'll be in touch with you directly to provide an update on the outcome.
  

  We appreciate your patience and cooperation throughout this process. If you have any further questions or concerns, please don't hesitate to reach out to us.
  

  Best regards,
  Super.com

  Customer Answer

  Date: 02/25/2025

  
  
  Complaint: ********
  
  
  
  I am rejecting this response because:
  
  
  I'm rejecting this because the company Super.com did not mention that they would approve my refund. After several attempts to reach out via email, live chat through their app, and phone calls, I have not received a response. Super.com did not pay the hotel we booked, and they did not provide me with a room. Despite being charged by them, I have not received any assistance or support.
  
  
  Sincerely,
  Paloma O***

  

  Business Response

  Date: 02/26/2025

  Dear Paloma,

  Thank you for your follow-up email. We understand that this situation has been frustrating for you, and we appreciate your continued patience.
  

  As we mentioned earlier, your bank is currently handling the refund through their chargeback procedure. We're working closely with them to ensure a smooth process.
  

  We want to assure you that we're doing everything we can to support you through this process. If you have any further questions or concerns, please don't hesitate to reach out to us.
  

  Best regards,
  Super.com

  Customer Answer

  Date: 02/26/2025

  
  
  Complaint: ********
  
  
  
  I am rejecting this response because:
  
  I will wait until the refund is completed.
  
  Sincerely,
  Paloma O***

• Initial Complaint

  Date:02/22/2025

  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.

  The charge was made without my knowledge or permission. I suspect my card information was stolen from my debit/credit card in my wallet or while using it at a casino.

  

  Business Response

  Date: 02/25/2025

  Dear *******, 

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

  We are pleased to inform you that your membership has been cancelled and, as a one-time exception, we have processed a refund for the last month of your membership. The refunded amount should appear in your account within 3-5 business days, depending on your financial institution. 

  If you have any further questions or need additional assistance, please feel free to contact our Super+ customer support team at **************. Our support team is available Monday to Friday from 8 AM to 7 PM EST. 
  
  We hope this resolves your concern and appreciate your understanding. 

  Best regards, 
  Super.com

• Initial Complaint

  Date:02/22/2025

  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.

  This company is charging me 15 dollars a month. They are online as a hotel reservation service. I used their services once. I never knowingly signed up for anything ongoing with them. No one would ever willingly agree to 15 a month with them, as they aren't offering anything of value. This is a scam.

  

  Business Response

  Date: 02/25/2025

  Dear ********, 
  

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

  We are pleased to inform you that, as a one-time exception, we have processed a refund for the last two months of your membership. The refunded amount should appear in your account within 3-5 business days, depending on your financial institution. 
  
  If you have any further questions or need additional assistance, please feel free to contact our Super+ customer support team at **************. Our support team is available Monday to Friday from 8 AM to 7 PM EST. 
  
  We hope this resolves your concern and appreciate your understanding. 
  

  Best regards, 
  Super.com

• Initial Complaint

  Date:02/21/2025

  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.

  On 2/19/25 I booked a hotel room for my wife and I for 4 nights, starting 2/20 - 2/24. When I arrived at the motel and saw the condition and musky smell we changed our minds. I called the motel later that day and canceled the reservation. They said I would have to contact the third party I used to book the room (Super.com). I tried numerous times with phone calls and couldn't get through or proceed with booking number on the automated system. Super.com through their website says that the hotel rules don't allow refunds. I happen to know that the hotel does and has refunded people before. I feel that this site is a scam because I cannot get through to anyone or try to submit through the automated system my information for a refund. I realize my last minute change would forfeit the first day fees because it was within the 24 hours of cancelation most places expect, but the other 3 days I should be refunded to me. So at this point I have exhausted all forms of communication to resolve this problem.

  

  Business Response

  Date: 02/25/2025

  Daer Mark, 

  Thank you for contacting Super. We appreciate your trust in us and are committed to delivering exceptional service.

  To efficiently assist with your request, we require official documentation from the hotel to verify your information. Please obtain the following details:

  -Full names of the guests
  -Check-in and check-out dates
  -Signature of a hotel staff member authorized to approve cancellations
  -Reason for cancellation

  Once you have obtained this documentation from the hotel, kindly reach out to our dedicated Super Team via our App. We will promptly guide you through the next steps to resolve your request.

  Thank you for your cooperation and patience. We appreciate your understanding and look forward to resolving this matter for you. 

  Warm regards, 

  Super.com

   

  Customer Answer

  Date: 03/02/2025

  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 will be happy to contact the hotel again and get authorization for Super.com to proceed. I am surprised that I have to do this and not Super.com. Like I said in my previous email, the business said it was up to Super.com and that they would have to contact the hotel manager. I will call ahead and see about information needed to speed up the process, like the manager's signature. 3 out of the 4 are easy for me to obtain, but the 4th asking for official documentation from the hotel to verify my information will be tedious for both parties. I will work on it from my end, but I request an easier way to contact Super.com. I've had no luck contacting them through their app and this will slow down the process.
  
  
  
  Sincerely,
  
  
  
  Mark S*****

• Initial Complaint

  Date:02/21/2025

  Type:Delivery 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.

  Date of Transaction : 21st Feb
  Amount : 87.61 USD
  Confirmation ID : **********
  
  I booked a fully refundable (the insurence on their site) hotel room from super.com , intended for Feb 21 . After selecting the desired booking date of Feb 21 - Feb 22, I refreshed to see the latest prices and booked . However after receiving the confirmation, the date become Feb 23 - Feb 24. I immediately called them to inform them , and they outright claim that they need to contact their "thrid party" . I tried calling the hotel as well , and they say only super.com can change the booking . The hotel mentioned that they will approve the request to modify the appointment from super.com , however when I called super.com , they said that the hotel reject the modification request, which obviously didn't happen as the hotel is willing to change.
  Additionally I realized later when reading here that people are charged monthly subscription , I checked my account and I too have a monthly subscription, I don't even recall subscribing to it on checkout. When I tried to cancel it, I went through with the steps and it reads "we are sorry to see you go". That should indicate a successfully cancellation but when I checked my account the membership is still there. I tried many times and only resolved it after speaking to their customer service.
  
  This website is a scam , using hidden fineprint, flashy words ("100% refundable") to mislead you to get your money.
  
  I'm in the process of drafting a *** complaint and detailed my process with video recordings. It is outright a predatory scam

  

  Business Response

  Date: 02/25/2025

  Dear Tang, 

  Thank you for bringing your concerns to our attention. We appreciate your feedback and are committed to resolving the matter.

  After reviewing your account details, we confirm that your Super+ membership was successfully cancelled on February 21st, 2025. As a result, you will not incur any additional charges.

  If you require further assistance or have any additional questions, please do not hesitate to contact our dedicated Super Team through the Super App. We will be more than happy to provide support.

  Thank you for your patience and cooperation. 

  Warm regards, 

  Super.com

• Initial Complaint

  Date:02/21/2025

  Type:Customer Service 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.

  On 02/21/25 I was looking to make another hotel booking for the night as I have been for the past month while I am in between leases. I searched for a hotel nearby for today 02/21-02/22 one night and came across super being the cheapest option again which I’ve appreciated and used often. After making the booking #********** I realized this booking was somehow scheduled for nearly 4 months ahead in may 21st-may 22nd? I don’t know how this happens or how this is the default scheduling date when in my experience it’s usually within a 2 week period. I called customer service and asked to simply reschedule it to today as I had no idea how it was scheduled that far out, but the representative in the phone rudely shut me down and didn’t attempt a second of customer service and just claimed no cancelation and no adjustments. I explained the situation and how I have used super for majority of my bookings for the past month and am a super plus member, yet despite my loyalty this was irrelevant to the dude representative who didn’t care about my needs which left me the only option to request a callback from a supervisor which I am very sure will never get. I’ve cancelled my super plus membership and will just dispute these predatory and greedy charges with my bank. Learn how to provide customer service

  

  Business Response

  Date: 02/25/2025

  Daer Ashraf,

  Thank you for reaching out to Super Support. We're committed to ensuring your experience with us exceeds your expectations.

  To better assist you, we need some official documentation to verify your information. This step helps us meet our internal standards and partner requirements. You can easily upload the documents **********************************

  We accept the following types of documentation:
  -Scanned or electronic copies of documents from relevant authorities
  -Officially certified documents from recognized institutions
  -Digital copies of notarized documents

  Please note that handwritten notes cannot be accepted due to verification limitations.

  We appreciate your help in providing this information, which will enable us to assist you more efficiently. Our customer support team is always available to answer any questions or provide assistance.
  Thank you for your cooperation and understanding. We're looking forward to resolving your request promptly.

  Warm regards, 

  Super.com

   

  Customer Answer

  Date: 02/25/2025

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

  I do not understand this companies response for “verified documents from officials”? I have provided screenshots of all the email confirmations of the booking I am referring too 

  
  
  Sincerely,
  
  
  
  Ashraf M******

  

  Business Response

  Date: 02/25/2025

  Dear Ashraf, 

  Thank you for contacting Super Support. We appreciate your trust in us and are committed to delivering exceptional service.

  Most of our bookings are non-refundable and non-amendable, therefore should a guest wish to cancel a booking, we would need the reservation cancelled at the hotel. Once that has been done, the hotel would need to provide us with proof that the reservation has been cancelled, and we will them send the request off to our travel partner to process the refund. 

  Kindly note that the following documentation from the hotel should have the following information: 

  -Guest Name
  --Hotel Name
  -Check-in and Check-out dates
  -Reason for refund
  -Name and signature of the hotel representative authorizing the refund
  -Official hotel logo, stamp, or letterhead

  If you require assistance or have questions, please do not hesitate to contact us through the App. We appreciate your cooperation and look forward to resolving this matter promptly.

  Warm regards, 

  Super.com

  Customer Answer

  Date: 02/25/2025

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

  In my original complaint I included every single detail you are asking me to repeat. I also attached screenshots of the email with those exact same details. Here I will type out those details for a third time now 

  Booking for Tuesday May 20-Wednesday May 21 at ******** **** *********** ***** *****.
  

  Confirmation # is **********

  Confirmation Number: **********
   
  Check-In: Tue May 20, 2025 (3 PM)
  Check-Out: Wed May 21, 2025 (11 AM)
  No. of nights: 1
  Room Type:
  Deluxe Studio, King, Sofa Bed
  Free Breakfast

  Address:
  ******** **** ******* ****** *********** ******* ***** *****
  **** ******* **** ****** *** **

   

  
  
  
  
  Sincerely,
  
  
  
  Ashraf M******

  

  Business Response

  Date: 02/26/2025

  Dear Ashraf, 

  Thank you for your prompt response. We appreciate your patience and cooperation in this matter.

  I have escalated your concern to our specialized team, who will conduct a thorough investigation and liaise with our travel partner to ensure a satisfactory resolution. You can expect a follow-up email from our team within the next 24-48 hours, detailing the progress and outcome of their efforts.

  If you have any additional questions or require further assistance, please do not hesitate to contact us. Our Live Chat Team is available to provide support and guidance as needed.

  Thank you for your understanding.

  Warm regards, 

  Super.com

  Customer Answer

  Date: 02/26/2025

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

   

  have refused to do the right thing and accept responsibility to just simply refund me 
  
  
  
  Sincerely,
  
  
  
  Ashraf M******

  Customer Answer

  Date: 02/26/2025

  Complaint: ********

  
  I am rejecting this response because:

  consumer has not recieved valid response to original complaint and would like more direct dialogue
  
  Sincerely,
  
  Ashraf M******

   

  

  Business Response

  Date: 02/27/2025

  Dear Ashraf, 

  Thank you for your prompt response. We appreciate your patience and cooperation as we work to resolve your concern.

  As mentioned earlier, our specialist team has taken over your case and will be in touch with you via email within the next 24-48 hours. Please allow us a little more time to ensure a satisfactory resolution.

  In the meantime, if you have any additional questions or concerns, please don't hesitate to reach out to our team through our Super App's Live Chat feature. We're here to help.

  Thank you for your understanding, and we look forward to resolving your issue soon.

  Warm regards, 

  Super.com

  Customer Answer

  Date: 02/27/2025

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

  BBB can post this companies responses to display how rather than resolve a customers complaint they would rather intentionally stall and hope the customer stops trying to get a resolution. I will continue bringing awareness to this until it’s resolved and eventually Super.com will have a class action against them

  
  
  Sincerely,
  
  
  
  Ashraf M******

  

  Business Response

  Date: 03/04/2025

  Dear Ashraf, 

  We appreciate your continued patience and understanding during our investigation. We are pleased to provide you with an update on your refund request.

  We are delighted to inform you that a refund of R99.08 has been successfully processed to your original payment method. Please allow 3-5 business days for the credited amount to be reflected in your account, depending on your bank's processing time.

  If you have any further questions or require assistance, please do not hesitate to contact our dedicated support team through the (link unavailable) App. We are committed to ensuring your satisfaction.

  Thank you for your understanding.

  Best, 

  Super.com

  Customer Answer

  Date: 03/04/2025

  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,
  
  
  
  Ashraf M******

  Customer Answer

  Date: 03/04/2025

  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,
  
  
  
  Ashraf M******

  Customer Answer

  Date: 03/04/2025

  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,
  
  
  
  Ashraf M******

• Initial Complaint

  Date:02/21/2025

  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 booked a room on February 20th 2025 for a hotel here in Richmond, Indiana at the ******* ****** through Super.com. I show up at ******* ****** and they have no record of me making said reservation. I call customer support, get hung up on after waiting 30 mins, call back get hung up on again, called a third time and it just rang. I even got back on the website and did the (support) chat. Once again over and over again they will just cut the chat off and have to start all over again. Listen to me Super.com IS A SCAM!!

  

  Business Response

  Date: 02/24/2025

  Dear Nate, 

  We appreciate you bringing your concerns to our attention and are committed to resolving this matter promptly and to your satisfaction.

  After reviewing your reservation details, I have processed the refund of $55.86. The amount should reflect on your end within the next 3-5 business day to the original method of payment.
  

  
  Should you require any additional assistance or have further inquiries, please do not hesitate to contact us. Delivering exceptional service and ensuring your satisfaction remain our top priorities.
  

  Thank you for your patience, understanding, and continued trust in our services. 

  Best regards, 

  Super.com

• Initial Complaint

  Date:02/21/2025

  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.

  There was a reservation made for February 15th through super.com for a night stay at ** ******. Upon arrival to the address provided was a ***** * in an area and building that looked nothing like the advertisement. The room we were given a key card to was uninhabitable, the toilet was clogged, the bathroom had black mold on the ceiling, the towels and bedspread felt and looked unclean, the outlets, switches, and door were painted white and chipping. The room looked nothing like the ads. The floors, walls and knobs were all filthy. We promptly went to the front desk and asked for a refund, they told us to call the booking site, which we called on three separate occasions asking for a refund and they refused as well as charged the card a second time for a membership fee that we didn't sign up for. They refunded the membership fee but still refuse to refund the room which we could not sleep in. It was a holiday weekend and all other hotels were booked. We ended up sleeping in the car and have lost hours trying to get the money back.

  

  Business Response

  Date: 02/25/2025

  Dear Bethany,

  Thank you for reaching out to us about your recent experience with your booking through Super.com. We appreciate you sharing the details with us, and we're here to help.
  

  We're committed to providing our customers with a positive experience. We're taking immediate action to address this situation. I've raised your case with our support team, and we're working on a resolution. We'll be in touch with you via email within the next 24-48 hours to provide an update on the progress.
  

  Thank you for your patience and understanding. We appreciate your cooperation and look forward to being in touch soon.
  

  Best regards,

  Super.com