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:08/06/2024

  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.

  Dear ***, madam: On July 30 at 12;35 am, I reserved a room online with the booking company hotelsinamerica.com (I will call said company HIA here.) for board and lodging with *********** ********* south on July 31. It said "free breakfast, with ******************* too for $117.06 inc, tax. It also said free cancellation. It was on ****** maps and hotelsinamerica.com (HIA) was offering it lowest than the rest of the booking sites so I reserved the room. Right after I clicked submit to reserve the room, I realized it was too late not to do that because the dates showing I booked were August 1. It was a typo error because I am definitely not available to go to ********* on August 1. It's supposed to be July 31. I immediately called ********* inn to change the date not thinking that they must not have received the reservation yet and I was right because the front desk said he does not see I made a reservation. He told me to call the 3rd party company I made the reservation with which was HIA. I called them immediately and a *************** said he can not change the date. I asked WHAT I SHOULD DO then to change the date? He did not even offered to try to cancel it so I can rebook. He said if i wanted the event on July 31, I should make another booking/reservation because the Aug. 1 & 2 booking was NOT A FREE CANCELLATION, NON REFUNDABLE. I asked him "So you just took my money just like that?" He can not even agree with me because what happened was definitely an act of stealing. He did not try to give me a digital voucher at all. It was not in his mind to give or suggest a solution that I can be happy about. I called 3 more times yesterday I was told exactly the same things as what **** told me on July 30.

  

  Business Response

  Date: 08/08/2024

  Hi ******,

  
  We appreciate your patience and the detailed explanation of your concerns regarding your refund request for reservation booking B_15177600 for the **********************************************.
  We looked into this case and could see that one of the supervisors at Hotels in ******* had already worked on your request. As informed, this time we were declined a refund by the accommodation. It's crucial to note that our ability to override the decision is limited. If you've directly communicated with the accommodation through written correspondence, kindly gather all relevant details, including the staff member's name and position who approved your request.

  
  Once you've obtained approval, please initiate the cancellation process by visiting: **************************************** and following the provided prompts. Your proactive engagement in this process will facilitate a smoother resolution, and we are here to assist you throughout.If you still need further assistance please reach out again. To reach the Hotels in ********************* please call *****************. Alternatively, you can send us an email at ***************************.
  

  We trust this explanation provides clarity on the matter.

  Customer Answer

  Date: 08/12/2024

   
  Complaint: 22098656
  
  I am rejecting this response because: hampton inn & suites ********* south said they do not have my money. HIA hotelsinamerica.com or SUPER.COM have my money.

  ******* inn does not want to give me an authorization or any note coming from them about this case because they do not have proof that i stayed.  

  HIA hotels in ******* or SUPER.COM did not tried to change the date of my stay and i can not travel on the said date august 1. Hotels in *********** or SUPER.COM purposely did not want to change the date so this problem would happen so they can put in their pocket the money.

  Give me back my money.

  
  *****************************

  

  Business Response

  Date: 08/17/2024

  Hi ******,
  
  We understand how disappointing it can be when things don't go as planned with your travel arrangements. Please know that we are not able to modify any reservations or change your research.
  
  When making reservations, please be sure to review all booking details carefully, such as dates, location, and price. It's also a good idea to familiarize yourself with our cancellation policy so you know what to expect if you need to make changes. Since your booking is non-refundable, modifications or cancellations typically require hotel approval.
  
  As we have previously informed you, our Support Team has made every effort to request a complimentary cancellation on your behalf. Regrettably, our request for a free-of-charge cancellation was denied due to their strict policy with non-refundable bookings. It's crucial to note that our ability to override the decision is limited.
  
  If the hotel has agreed to make an exception, we kindly ask you to gather all relevant details from your communication with them, including the name and position of the staff member who assisted you, and follow the cancellation process through the link we provided.
  
  We hope this clarification addresses any doubts or concerns you may have had.

• Initial Complaint

  Date:08/06/2024

  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 July 31, 2024, I booked 3 nights in a hotel in Rochester, NY. After some moving and packing delays, I was unable to arrive in the hotel until the second day of my stay. I went to the front desk, and she said there was no reservation for me. After a long back and forth with the chat support, I was finally told that the reservation was cancelled as a no-show. I requested my money back, since I didn't actually get the stay I paid for, and instead only got put in a very frustrating loop saying there was nothing that could be done.

  

  Business Response

  Date: 08/08/2024

  Hi Richard,

  
  Thank you for reaching out about your reservation with booking number ********** for the hotel ***** ** ****** ********* University Area. We understand that you are seeking cancellation as you were unable to use your reservation, however, the accommodation has reported that you rather marked as a No-Show.

  
  In this instance, we remind you that hotels have their policies regarding check-in times, and all of them are entitled to mark the reservation as a No show if you did not present yourself at the designated time. We encourage you to review the Terms & Conditions on our website, as they outline the policies associated with your reservation and provide insights into the extent of our services.
  
  Although our initial attempt to secure an exception was not successful, we are dedicated to exploring potential solutions.

  
  It's crucial to note that our ability to override the decision is limited. If you've directly communicated with the accommodation through written correspondence, kindly gather all relevant details, including the staff member's name and position who approved your request.
  If approved please submit this documentation through our amendment form at **********************************

  
  We trust this explanation brings clarity to the matter.
  
  

  
  

  Customer Answer

  Date: 08/08/2024

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

  I was offered nothing, and still feel I am entitled to a full refund. I simply wish to receive that which I paid for, and having received nothing, wish to get my money back.
  

  
  
  Sincerely,
  
  
  
  Richard M***

  

  Business Response

  Date: 08/11/2024

  Hi Richard,

  We understand that you wanted to receive the full refund of your reservation. Please know that our Support Team has contacted the hotel to confirm your booking however, the accommodation has reported that you are rather marked as a No-Show.

  In this instance, we remind you that the hotel management have their own policies regarding check-in times, and all of them are entitled to mark the reservation as a No show if you did not present yourself at the designated time. We are unable to intervene, as they have the ultimate authority in upholding these policies.

  We encourage you to review the Terms & Conditions on our website, as they outline the policies associated with your reservation and provide insights into the extent of our services.

  We understand that you've initiated the chargeback process, indicating a dispute with your bank or payment provider. At this point, our ability to intervene or take further action is limited.

  Our dedicated Chargeback team is actively involved in collecting all relevant documentation and will proceed to submit it to the card processor for mediation. Going forward, any updates or resolutions regarding this matter must be pursued through your financial institution.

  We appreciate your understanding in this process, and if there are additional details or documentation needed from our end, our Chargeback team will collaborate with your financial institution to ensure a thorough review of the case.

  We hope this clarification addresses any doubts or concerns you may have had.

  Customer Answer

  Date: 08/12/2024

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

  I have made every effort to resolve this without going through a formal dispute process. However, after being completely stonewalled, I have no other choice.
  
  
  
  Sincerely,
  
  
  
  Richard M***

• Initial Complaint

  Date:08/03/2024

  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.

  Super.com continually hung up on me over the phone, continued to pre-maturly end chat, while I was trying to get our trip cancelled because *********** is under state of emergency.This is the opposite of helpful especially during a state of emergency because of a hurricane.Horrible customer service and they continue to not give me my money back even though TOS covers hurricanes under force ******.

  

  Business Response

  Date: 08/05/2024

  Hi ******,

  Thank you for sharing your recent experience with our Support team. Your feedback is invaluable to us, as it guides our continual improvement and growth.

  It looks like your reservation was already past the grace ****** for refundable booking, making it non-refundable. This generally restricts modifications or cancellations unless authorized by the hotel.

  In light of these circumstances, we are willing to consider an exception in this case. We're glad to inform you that our Support Team has successfully managed to get a special approval for your refund on your booking. The full refund was processed back to your account, and it usually takes 3 - 5 business days to reflect. Processing times depend exclusively on the bank; therefore, you must reach out to them for an exact timeframe.

  We hope this helped and look forward to having the opportunity to serve you once more in the near future.

  Customer Answer

  Date: 08/05/2024

  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:08/01/2024

  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 have never signed up for super.com. I've been seeing 2 attempts to withdraw $15 out of my bank account. Since I've never signed up for this. I went to super.com and low and behold. My phone number and bank card was signed up to it. I cancel it, but they're still attempting to withdraw money out of my bank. I called the number to cancel it but automation told me to call back during working hours, but their site say 24/7.

  

  Business Response

  Date: 08/04/2024

  Hi *****,

  Thanks for bringing this to our attention. It seems there might have been a misunderstanding regarding your sign-up for the Super+ membership, as our process requires explicit consent from our users. You have full control, and canceling your membership is straightforward.

  To ensure there are no misunderstandings or inaccuracies, we kindly advise you to review any the services you may have enrolled in. We want to assure you of our commitment to privacy and data security. Super.com only collects information relevant to the services you have contracted.

  The membership does come with various benefits, including Cash Advance, Credit building, and up to 10% Cashback on travel. However, if you've decided not to continue with the membership, we are more than willing to process a refund, as our primary goal is to ensure our customers' satisfaction.

  Please note that we offer cancellations online, but this option may not be available in all states due to regulatory restrictions. We've checked our records and see that your membership has been successfully cancelled and refunded last August 1, 2024. It usually takes 3 - 5 business days to reflect. Processing times depend exclusively on the bank; therefore, you must reach out to them for an exact timeframe.

  If you require further assistance, you can contact our dedicated team at ***************** use the chat feature in your Super.com App. They are available Monday to Friday, from 8 AM to 7 PM, EST.

  We hope this clarification addresses any doubts or concerns you may have had.

• Initial Complaint

  Date:07/30/2024

  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 room through super.com on 4/30/2024 for a stay at ****************************** from 8/2-8/4/2024. Upon calling the hotel to confirm my stay, I was notified that the travel agency cancelled my reservation, which was paid in full. Super.com will not provide me with a status update and told me they will not refund my money because Im outside the cancellation period. All I want is either my reservation to be honored or a refund. Otherwise I am out $740.36 - a large monetary loss for my family.

  

  Business Response

  Date: 08/04/2024

  Hi ******,
  
  Thanks for bringing this to our attention. Your feedback is invaluable to us, as it guides our continual improvement and growth.
  
  We understand the challenges you faced with your reservation, and we apologize for any inconvenience caused. In the dynamic travel industry, unforeseen situations may arise that are beyond our control as a third-party booking site. Despite these challenges, we are committed to minimizing any negative impact on our valued customers.
  
  Our primary goal is to ensure the satisfaction of every customer, and we appreciate your patience and understanding. To address this issue, our Support team has been notified and will initiate contact with the accommodation and travel partner to thoroughly investigate the matter. Rest assured, we will keep you informed and work diligently to resolve this situation to your satisfaction.
  
  We appreciate your understanding in this matter.

• Initial Complaint

  Date:07/26/2024

  Type:Product Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  i was sent an email through ************ a website ive used for about a year they sent me an email saying i could get 20 dollars for a receipt they asked me for my card info with the title your 1 step away from 20 bucks. i checked my account and was charged 1.97 i never appoved this charge. that charge was under false pretense and i want my money back!

  

  Business Response

  Date: 07/30/2024

  Hi Kayetlin,

  Thanks for taking the time to share your experience with us. It seems there might have been a misunderstanding regarding your sign-up for the Super+ trial membership, as our process requires explicit consent from our users. You have full control, and canceling your membership is straightforward.

  Please know that the Super+ trial membership is a promotional offer that allows users to experience the benefits of the Super+ Membership for a limited duration, which could be free or minimally priced. During the trial period, customers will have access to all the benefits of Super+

  If you cancel your Super+ membership before the free trial or promotional membership period has expired, Super will not charge you for the subsequent Super+ membership term. If you have a free trial or promotional membership and you cancel it, and your access to your membership benefits will end upon cancellation.

  The membership does come with various benefits, including Cash Advance, Credit building, and up to 10% Cashback on travel. However, if you've decided not to continue with the membership, we are more than willing to process a refund, as our primary goal is to ensure our customers' satisfaction.

  For assistance, please call our Support team at ** ***** ******** or use the chat feature in your Super.com App for a convenient online cancellation. Note that online cancellations may not be available in all states due to regulatory restrictions.

  Alternatively, you can initiate a chat directly from the Super.com App or website during business hours (8 AM - 7 PM) for immediate support.

  For more info, please check this article: ****************************

  We hope this information has been clear and helpful.

• Initial Complaint

  Date:07/25/2024

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I have been paying for a monthly membership. But is unable to book a room. Been try for the last 4 months talking with customers service ND support team. Issues is still Isn't fixed. Ask for supervisor waited on hold 39 mins no one came back to the phone. Support team hasn't responded to me since July 12

  

  Business Response

  Date: 07/30/2024

  Hi *****,

  Thank you for sharing your recent experience with our Support team. Your feedback is invaluable to us, as it guides our continual improvement and growth.

  After conducting a thorough investigation into your concern, we would like to inform you that no issues have been identified with your account. We recommend attempting to book again as there may be a device-related issue at play.

  To start troubleshooting, we advise clearing the history, cache, cookies, etc. for your browser. Please also make sure to use the latest version of the app.

  If the problem continues to persist, kindly reply to the email sent by our Corporate Team so that we can further assist you.

  We trust that this information addresses your doubts and concerns.

  Customer Answer

  Date: 07/30/2024

   
  Complaint: 22046561
  
  I am rejecting this response because:
  This is the message I ge5 when I try to book. And the customer service manager.  Told me that this only happening to my account.  I attach a screenshot if the error message, u received 
  Sincerely,
  
  *********************;

  

  Business Response

  Date: 08/02/2024

  Hi *****,

  Thanks for bringing this to our attention. Your feedback is invaluable to us. Rest assured, we're fully committed to making sure your experience is smooth and efficient.

  We greatly appreciate your patience while our Corporate Team works diligently to get back to you as soon as possible as they investigate the issue with your account.

  Customer Answer

  Date: 08/02/2024

   
  Complaint: 22046561
  Want me to quickly 3 more days fir half my money 
  I am rejecting this response because:
  
  Sincerely,
  
  *********************

• Initial Complaint

  Date:07/25/2024

  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.

  The company is scamming customers for not giving refund back even though the cancellation was within reasonable time periods. They ask customer to call the hotel to process refund and even the hotel agreed to, super.com was never refund the money back to customers, including me as the result. As for me. This company has been scamming so many people.

  

  Business Response

  Date: 07/28/2024

  Hi ***,

  Thanks for taking the time to share your experience with us. Rest assured that we are a reputable and genuine company. Our credibility is affirmed by our features in esteemed publications such as the **************** Forbes, New *********** SmarterTravel, Conde Nast Traveler and dozens of other press outlets.

  Regarding your booking, it's essential to differentiate between the type of reservation selected. You have chosen a flexible rate, which entitles you to a full refund if you cancel within the grace ******* However, you have the option to extend this policy to make it more flexible, which allows for refunds under specific conditions. Please note that the additional fee paid for this policy extension is non-refundable.

  It is important to note that you may apply for a refund via the online Refund Application Form any time up to the booking (departure) time and even up to 60 days after.

  For a comprehensive understanding of our reservation policies, we recommend reviewing the Terms & Conditions on our website. You can find more information about the Enhanced Refund policy by visiting the following links:
  *****************************************
  **************************************

  We would like to inform you that your reservation was only eligible for a full refund until December 27, 2023, at 11:59PM local time of the hotel. As the cancellation period has now passed, your booking is considered non-refundable, typically restricting modifications or cancellations.

  If the hotel has agreed to make an exception, please make sure to collect all pertinent details from your communication with them, including the name and position of the staff member who assisted you.

  Once you have received approval, please initiate a cancellation, by visiting: ********************************************** and following the prompts.

  We hope this clarifies the reservation policies for you.

• Initial Complaint

  Date:07/23/2024

  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 7/23/24, after making a purchase on Poshmark, an advertisement popped up via Roku which said "Receive a $20 discount on your purchase when you upload a receipt with Super. Register now and seize this exclusive offer." I read all the fine print. It said sign up for a seven-day trial for $1.97, and then it will renew to $15 monthly unless cancelled before then. I paid $1.97 to sign up, expecting to upload my receipt, get my $20, and cancel my membership before the trial ended. Instead, after paying $1.97, THEN I am told my $20 rebate is pending and will be available in 7 days! So just in time for the $15 monthly fee to charge! THEN I find out the the only way I can cash the money out (once available) is by signing up for the Super Pay secured credit card (or it can be used to book travel)! This is FALSE ADVERTISING AND DECEPTIVE BUSINESS PRACTICES. IF it was plainly written in the fine print when the advertisement first popped up, that the $20 rebate is given after waiting 1 week, AND after paying a total of $16.97 for Super+ membership fees, AND after signing up for a credit card, I would have not signed up.I want my $1.97 to be refunded/not charged. I also want the $20 rebate offer that was advertised to be mailed to me via a check or some reasonable method.I have cancelled my membership and provided screenshots.I have had similar offers in the past in which I signed up for some membership, later cancelled my account, and still received the advertised rebate in the mail. This Super+ is the most complex and deceptive offer of these types I have ever experienced.

  

  Business Response

  Date: 07/27/2024

  Hi *****,

  Thanks for taking the time to share your feedback with us. Please know that your welcome bonus should appear as a credit on your Super.com account within 30 days of your membership purchase and it was announced during the sign-up process.

  The Super+ trial membership is a promotional offer that allows users to experience the benefits of the Super+ Membership for a limited duration, which could be free or minimally priced. During the trial period, customers will have access to all the benefits of Super+

  If you cancel your Super+ membership before the free trial or promotional membership period has expired, Super will not charge you for the subsequent Super+ membership term. If you have a free trial or promotional membership and you cancel it, and your access to your membership benefits will end upon cancellation.

  The membership does come with various benefits, including Cash Advance, Credit building, and up to 10% Cashback on travel. We're here to support your needs, whether you choose to continue enjoying these benefits or decide to cancel your membership.

  We've checked our record and see that your membership has been successfully cancelled last July 23, 2024.

  If further assistance is needed, please call our Support team at *****************. Note that online cancellations may not be available in all states due to regulatory restrictions. Alternatively, you can use the chat feature directly from the Super.com App or website during business hours (8 AM - 7 PM) for immediate support.

  For more info, please check this article: *****************************************

  We hope this clarification addresses any doubts or concerns you may have had.

  Customer Answer

  Date: 07/27/2024

   
  Complaint: 22032692
  
  I am rejecting this response because: 

  You just gave me general information and did not address my complaints. I want a refund of what I've been charged and I want the promotional $20 bonus as offered, without further payment or a credit card, as advertised. 

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

  

  Business Response

  Date: 07/30/2024

  Hi *****,

  If you've decided not to continue with the membership, we are more than willing to process a refund, as our primary goal is to ensure our customers' satisfaction.

  As stated before, we must comply with each state's regulatory restrictions for cancellation. Please ensure to call our Support team at ***************** for assistance.

  Regarding your concern about the $20 offer, we would like to inform you that the Membership Onboarding Credits have already been applied to your account and are ready for your use.

  We hope this clarification addresses any doubts or concerns you may have had.

  Customer Answer

  Date: 07/30/2024

   
  Complaint: 22032692
  
  I am rejecting this response because:

  I am not going to call and waste more time about the $3 you stole from me.

  The $20 are "in my account" but I can't access it unless I sign up for a credit card, correct? If it's really mine, please send it as a check. 
  
  Sincerely,
  
  *************************

  

  Business Response

  Date: 08/02/2024

  Hi *****,

  We have reviewed our records and confirmed that your membership was successfully cancelled on July 23, 2024.

  As previously communicated, we must comply with each state's regulatory restrictions for cancellation. For assistance with regards to your concern about your Super+ Trial Membership refund, please ensure to call our Support team at ***************** during business hours (8 AM - 7 PM).

  Regarding the $20 offer on your account, please be aware that we are unable to issue it as a check. During the sign-up process, it was clearly stated that your welcome bonus would be credited to your Super.com account within 30 days of your membership purchase.

  The Membership Onboarding Credits have already been applied to your account and are ready for your use. If you do not have a Super Pay card, you can redeem the credits earned by using them towards your Super Travel bookings.

  We hope this clarification addresses any doubts or concerns you may have had.

  Customer Answer

  Date: 08/02/2024

   
  Complaint: 22032692
  
  I am rejecting this response because:

  You should consider changing the sign up process to more clearly state that there is no $20 unless signing up for a credit card. As it is, it's misleading and deceptive.

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

• Initial Complaint

  Date:07/23/2024

  Type:Product Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I reserved a hotel for a business trip. On the invoice that was sent to me, there was a breakout of the by-day room charge, but the "taxes and fees" was a summary number. My company requires a breakout of the taxes and fees for reimbursement, and when I contacted customer service, I was told that they could not provide me with a breakout of the taxes and fees. The location of the travel (******) has a number of local taxes and fees associated with hotel stays (i.e. Oahu Transient Accommodation Tax, Room Transient Accommodations Tax, General Excise tax, etc) that are obviously accounted for by Super.com's accounting system. It would not be a stretch to expect that a breakout could be easily provided. Because they are unable/unwilling to provide such a breakdown, I will be unable to be get a reimbursement from my company for this cost.

  

  Business Response

  Date: 07/27/2024

  Hi *****,

  Thanks for bringing this to our attention. The taxes and fees charged for your booking are comprised of applicable local taxes & service fees. While charging fees is necessary for running a business, we do try to keep them as low as possible to provide our customers with the best rates.

  Please note that Super Travel can issue a receipt with the breakdown of charges. To access your receipt, please follow these steps:
  - Go to your confirmation email
  - Click View Online Reservation.
  - At the bottom, click to get a copy of the receipt.

  Nonetheless, for legal reasons, only the accommodation can issue an invoice at check-out either on paper, by email, or both if required by local legislation.

  While the type of invoice also varies depending on local legislation since reservations are legal agreements between properties and their guests, the property must issue them when required. Also, depending on the applicable regulations, these invoices can likely be tax invoices or customer receipts.

  We hope this clarification addresses any doubts or concerns you may have had.