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:02/09/2025

  Type:Billing Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I booked a hotel through Super.com (also billing as Super Plus) after seeing an advertisement on ****** for a discounted rate of $129 (with taxes, approximately $142). However, shortly after my booking, I was charged an additional $15 for what appears to be a fraudulent, unauthorized membership fee from Super Plus.During the booking process, I was repeatedly asked if I wanted to enroll in a cash-back membership, which I explicitly declined. Despite this, the company attempted to charge my card twicethe first attempt was blocked, but they still billed me again without my consent. When I noticed the charge immediately, I attempted to dispute it, but Super.coms customer service was closed at the time.I find this practice deceptive, as customers should not be forced into unwanted memberships or have to deal with unauthorized charges after making a simple hotel booking. I demand a full refund of the unauthorized $15 charge and a guarantee that my card will not be charged again for any future unauthorized fees.Super.com should be held accountable for misleading billing tactics, and I urge the BBB to investigate their practices to prevent other consumers from being misled or charged without consent.

  

  Business Response

  Date: 02/14/2025

  Dear ******, 

  Thank you for reaching out to us about the $15 charge for the Super Plus membership.

  We've reviewed your account and taken action to correct the issue. Here are the steps we've taken: We've refunded the $15 charge to your original payment method, and we've canceled your Super Plus membership to ensure you won't be charged again.

  We appreciate your feedback. We're constantly working to improve our services and ensure a smooth experience for our customers.

  If you have any further questions or concerns, please don't hesitate to contact us. We're here to help and look forward to serving you better in the future.

  Warm regards, 

  Super.com

• Initial Complaint

  Date:02/08/2025

  Type:Product Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  My problem is i earned by booking the hotel but some how they suspened my account and now i cant get the money that i earned or redeem it.

  

  Business Response

  Date: 02/14/2025

  Dear Hana, 

  Thank you for bringing this matter to our attention. We appreciate your feedback and understand the importance of accessing your rewards.

  Upon reviewing your account, we've noted that it has been suspended. As we require additional information to investigate this further, we've escalated your case to our specialized team. They will thoroughly examine the situation and work towards providing a resolution. You can expect our team to contact you via email within the next ***** business hours with updates and a resolution.

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

  Warm regards, 

  Super.com

• Initial Complaint

  Date:02/08/2025

  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.

  Super.com has been charging me $15/month without my consent since December after booking a room one night through them. I had no idea that I was signing up for a subscription. After looking into this it seems this happens often with this website. They are using deception to trick people into a monthly subscription

  

  Business Response

  Date: 02/13/2025

  Dear ********, 

  We've looked into the unexpected charge, and we're happy to let you know that we've resolved the issue.

  We've cancelled the membership associated with your account, effective from today (13th of February). Additionally, we've refunded the $30 charge. You should see the refund back on your original payment method. The refund should reflect on your end within the next 3-5 business days. 

  We appreciate you reaching out to us about this, and we're glad we could clear things up for you!

  Warm regards, 

  Super.com

• Initial Complaint

  Date:02/07/2025

  Type:Product Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I booked a hotel using super for the dates of Feb 6-7. Upon check in, the hotel refused to allow my stay and said the transactions were likely fraudulent because when she called the phone number listed to cancel our reservation for super+ it just kept hanging up on her. I tried calling as well and it kept hanging up on me. I was told the reservation was cancelled by hotel staff but upon looking later that same night, it started my stay was in progress. And this morning it notified me that my stay was over. So I called and was able to reach someone and they refunded back my super+ credits I had earned through their program and said it would be 2-5 business days for the ***** charge to go back to my debit card. I had to go get a different motel room for the night. I received the super+ credits on my account immediately and went to try and use them at a motel I've stayed at before oyo, and it wouldn't allow me to book it using my credits and did not give me an explanation of why and neither could the customer support I was speaking with not sure but it seems maybe like this is a scam or something? And the customer support told me they couldn't book the room from their side so I'm not sure what's going on ...I just wanted to book a motel with what I've earned and they aren't allowing me to for some reason

  

  Business Response

  Date: 02/13/2025

  Dear Chachi, 

  Thank you for reaching out and sharing your experience. We understand how important it is to have a seamless booking process, and we appreciate the opportunity to address your concerns.
  

  We see that your Super+ credits have been returned to your account, and we want to ensure youre able to use them without any issues in the future. If you ever encounter any difficulties while booking, please dont hesitate to reach out to us at ************************ Our team is here to assist you and will prioritize your request to help you secure your stay as quickly as possible.

  We value your feedback and appreciate the chance to improve your experience. Please let us know if theres anything else we can do to assist you.

  Warm regards, 

  Super.com

   

• Initial Complaint

  Date:02/07/2025

  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.

  In September of 2024, I mad a hotel reservation through Super.com for the ****** ***** in Dubuque, Iowa. I had planned to use my Super.com card to pay for the hotel so I was able to put $800 on my card. Note...the only way I was able to transfer funds to my Super + card was to first transfer them to a **** card and then transfer from that card to my Super+ card. **** ** ******* always blocked my funds transfer to Super.com even though I spoke with the back trying to resolve that issue...it was never resolved.
  When I arrived at the hotel, I was unable to use my Super.com card...it declined the transaction because the amount was more than allowed for single transaction. It caused me a great deal of stress and anxiety over transferring funds and covering the on another card. Since then, I had to get rid of my **** card due to some fraud issues so I was no longer able to transfer funds to my Super.com card. I tried to cancel it and cancel my membership, but I could not because of an outstanding $50 cash advance. I tried numerous times to pay the cash advance using my bank debit card and my bank account, but it would not go through. I chatted with Super.com on many occasions explaining the problem, but there did not seem to be a resolution. I called Super.com and a very nice gentleman cancelled my membership and refunded the $29.98 for membership they charged me just recently. Then he transferred me to another dept so I could pay the advance, but again, they said it had to be paid using my Super.com card, and the only way to do that was to be a member and put funds on the card. It is a vicious cycle, and I now just want to have the $50 forgiven, and I want nothing to do with this company.

  

  Business Response

  Date: 02/13/2025

  Dear Rhonda, 

  Thank you for sharing your experience with us. We appreciate the details you provided and are taking action to address the issues you faced with your card and membership.
  

  We've escalated your case to our specialized team, who will review your situation and work towards a resolution. You can expect an update within the next 24-48 hours via email. We appreciate your patience and value the opportunity to make things right.
  

  Thank you for your feedback, and we'll be in touch soon.

  Warm regards, 

  Super.com

  Customer Answer

  Date: 02/18/2025

  I have not heard anything from Super.com. I don't believe they intend to resolve this issue.

  

  Business Response

  Date: 02/21/2025

  Dear Rhonda,

  Thank you for reaching out to us again. We appreciate your patience as we work on your case.
  

  Our team is actively reviewing your matter and we'll be in touch with you via email as soon as we have an update.
  

  Thank you for your continued understanding.
  

  Best regards,

  Super.com

  Customer Answer

  Date: 03/07/2025

  As of Wednesday, March 5, 2025, I have not heard a word from Super.com. I have not received the refund I was promised, and nothing has been done to solve the issue. This is a very disreputable company!

• Initial Complaint

  Date:02/06/2025

  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 paid Super.com for a hotel booking. The hotel never received the booking and I had to pay for another booking. I contacted super.com numerous times, sent them copies of the payment they took and receipts for having to pay hotel for another booking. I sent the documents 5 times and told it would take 36 hours then I'm told another story, then another. I've been told 5 different stories about getting my money back with no resolution. Hotel never received the booking at all. They just took my money

  

  Business Response

  Date: 02/13/2025

  Dear Donald, 

  Thank you for getting in touch with us. 

  We're actively working on resolving the issue with your hotel booking. Your case has been escalated, and our team is currently reviewing the matter. We appreciate the documents you've provided, and we're committed to finding a solution. We'll be in touch with an update on the progress of your case as soon as possible via email. 

  Thank you for your patience and cooperation.

  Warm regards, 

  Super.com

• Initial Complaint

  Date:02/06/2025

  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 reservation originally my reservation dates were for Feb 6 2025 in the last page before paying my date somehow was moved to march 6 2025, I showed up to the property and they advised me my reservation was not available. I tried resolving the issue on chat support and they are refusing to issue my credit. It is wrong and if their system automatically changes dates they should be liable and refund my reservation. I am requesting my refund be done immediately before I take any further action against this fraudulent company

  

  Business Response

  Date: 02/12/2025

  Dear Anthonio, 

  Thank you for reaching out! We appreciate you sharing your concerns with us.

  I've taken a look at your account, and I understand that your booking is non-refundable. However, we're here to help. If you'd like to cancel, we'll need some documentation from the hotel to investigate further and potentially secure a refund for you. Could you please provide us with documentation from the hotel, including guest details, reservation information, and hotel specifics? Once you have these documents, our Super Team will be happy to guide you through the next steps.
  

  Thank you for your understanding, and we look forward to assisting you further.

  Warm regards, 

  ******* 

• Initial Complaint

  Date:02/06/2025

  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.

  Call #1 - On 2/3/25, I contacted customer support team and asked if I can modify one date on my reservation. I was told that I couldn't do that but that I can cancel the reservation and start a new one. I agreed and he started to cancel. He came back on the phone and said that I had missed the cancel deadline by 1 day and that there was nothing he can do and we ended the call.
  Call #2 - I called the hotel directly, and was told that only the booking company can cancel or change the booking
  Call #3 - I called Super.com back and talked to someone else. The man told me that if I got a letter from the hotel stating that they approve the cancelation, then they (super.com) will cancel it and provide a full refund.
  Call #4 - I called the hotel back and requested the letter, which he sent to my personal email.
  Call #5 - I called Super.com back and sent a copy of the letter. The man on the other end confirmed that he had received the letter and that it will take 2 to 3 business days to process the refund.
  Today 2/6/25, I opened my email and found an email from Super.com stating that I owed them $30 for canceling the reservation. I looked at all my correspondence that I've received from Super.com and no mention of this fee.
  Call #6 - I called Super.com and was told that it is your policy to send this request AFTER they receive the documents. I asked why it wasn't mentioned during any of my calls or in the instruction note I received....he had no response for me.
  
  I must say this has been the worst experience. The agents are not clear in what's needed, if you talk to different people, they give you different answers. Quite frankly, I do not trust this company and will never do business with them. I encourage anyone reading this to do that same and stay away from them.

  

  Business Response

  Date: 02/12/2025

  Dear Brian, 

  Thank you for sharing your experience.

  We want to assure you that we're taking it very seriously. We understand the situation with your refund is important to you, and we want to assure you that we're taking it very seriously and we're actively working on resolving the issue with your refund and ensuring that our processes are improved to prevent. Our team is reviewing the matter thoroughly to ensure the best resolution. We'll be in touch via email as soon as we have a resolution in place.

  Your satisfaction is our top priority, and we appreciate your patience and trust in us to make things right.

  Best regards, 

  Super.com

• Initial Complaint

  Date:02/06/2025

  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 was charged $15 from Super.com. I have never booked a hotel or used this business for anything. Ive never even heard of them but I see a charge for this on my card and looking back I see another one in January. I called and was put on hold forever. There is no way to cancel unless you call. I have looked this up to be a scam since I never signed up for this!

  

  Business Response

  Date: 02/13/2025

  Dear Crystal, 

  Thank you for contacting us and sharing your experience. 

  We've looked into the unauthorized charges on your account, and we've taken care of it. We've refunded the total amount of $30, and you should see it back on your original payment method within the next 3-5 business days.

  We're always here to help and want to make sure you feel secure with us.

  Warm regards, 

  Super.com

• Initial Complaint

  Date:02/06/2025

  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.

  Super.com charged my account for $15. I have no idea what this company is or does and I don’t remember signing up for their services whatever they might be. I contacted the company they left me on the chat box and never returned to the conversation.

  

  Business Response

  Date: 02/13/2025

  Dear Millard, 

  Thanks for taking the time to reach out to us about the unexpected charge. We appreciate your patience and willingness to help us resolve the issue.

  We've looked into this and we're happy to let you know that we've resolved the issue. We've cancelled the membership associated with your account, effective February 6th. Additionally, we've refunded the $15 charge. You should see the refund back on your original payment method.

  Thanks again for bringing this to our attention!

  Warm regards, 

  Super.com