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:10/03/2024

  Type:Billing Issues
  Status:

  ResolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I did a couple $20 cash advances. I cancelled my subscription several times and they keep charging me $15 a month for the membership fee. I even called them because last month they charged me $60 4 different membership fees. They refunded only $15 back said they were voiding the rest. Now again today October 3rd they charged me $15 when I don't even use that app anymore. I have screenshots of all the withdrawals they took out. I'm on a fixed income and can't afford this. Thank you!

  

  Business Response

  Date: 10/05/2024

  Hey Lori,
  
  Thanks for bringing this to our attention! We’re glad to hear you’ve made use of our Cash Advance feature! We understand that you had an issue with charges after your membership cancellation, and we’re here to help sort it out.
  
  To clarify, once a membership is successfully cancelled, we ensure there are no further charges for the subsequent + membership term, and a confirmation will be sent.
  
  Upon further investigation, it appears that you have two membership accounts linked to the details you provided through this review.
  
  The first account, associated with your phone number, was successfully canceled on September 6, 2024, wherein the full amount of $60 was refunded back to your original method. It typically takes 3-5 business days to reflect in your account.
  
  The second account linked to your email is still active, which is why you were charged the membership fee on October 3, 2024. This is the account where you have a Super Pay Card and where Cash Advances were used.
  
  Our Super+ membership offers fantastic perks like Cash Advance, Credit Building, and up to 10% Cashback on travel. Whether you choose to keep enjoying these benefits or cancel, we’re here to support you—your satisfaction is our top priority!
  
  For assistance, our Support Team is just a call away at ** ***** ******** (8 AM - 7 PM) or you can chat with us in your Super.com App. Remember, online cancellation may vary by state, but we're here to help!
  
  For more info, please check this article: ****************************
  
  We hope this clarifies things up for you and remember—we’re always here to help!

  Customer Answer

  Date: 10/07/2024

  
  
  Complaint: ********
  
  
  
  I am rejecting this response because:They didn't give me a $60 refund ! Only $30. I have more screenshots from my bank statement what was refunded. I cancelled my subscription..I shouldn't have any open subscriptions. I don't even have the app anymore.i also seen in my bank statements where they WITHDREW, $25.00 4 times in one month, and I haven't had an advance in since July. And the withdrawals were in August. 
  
  
  
  Sincerely,
  
  
  
  Lori B******

  

  Business Response

  Date: 10/09/2024

  Hi Lori,
  
  Thank you for voicing your concerns! We understand you're facing an issue with charges after canceling your membership, and we're here to resolve that for you.
  
  Just to clarify, once a membership is successfully canceled, no further charges will be made for the next membership term, and you’ll receive a confirmation email from us.
  
  After reviewing the details, it seems there are two separate membership accounts connected to the information you provided.
  
  The first account, tied to your phone number, was canceled on September 6, 2024, and the full $60 was refunded to your original payment method. This refund should reflect in your account within 3-5 business days.
  
  The second account, associated with your email, is still active, which explains why you were charged the membership fee on October 3, 2024. This is also the account where you've used the Super Pay Card and accessed the Cash Advance service.
  
  Our Super+ membership offers benefits like Cash Advance, Credit Building, and up to 10% Cashback on travel. Whether you wish to continue with these perks or prefer to cancel, we’re here to support you. Your satisfaction is our priority!
  
  If you need assistance, feel free to contact our Support Team at ** ***** ******** (8 AM - 7 PM) or use the chat feature in the Super.com App. Please note that online cancellation procedures may vary depending on your location, but we're always here to help.
  
  For additional information, check out this article: ****************************
  
  We hope this clears things up, and don't hesitate to reach out with any further questions!
  
  

  Customer Answer

  Date: 10/09/2024

  Better Business Bureau:If they will cancel the membership everything will be fine even though I didn't receive the whole refund. But they are going to keep saying they did even though I have screenshots. So thank you for helping me.
  
  
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me.
  
  
  
  Sincerely,
  
  
  
  Lori B******

• Initial Complaint

  Date:10/02/2024

  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.

  We have no record of signing up for Super.com, yet our corporate credit card has been charged twice (once a month ago, once today) for $14.99 each time. We can find no way to cancel this apparent subscription. Phone calls end up in interminable holds, not even sure we have chosen the right option. Googling results indicate we should log into our account to cancel, but we have no account so don't know how to log in.

  

  Business Response

  Date: 10/03/2024

  Hi Lauren,
  
  Thank you for reaching out to us. We truly appreciate your feedback and we are here to help. It seems there might be a little confusion regarding your Super_ membership, and we're glad to clarify. Please know that we always ensure our users have clear consent before signing up.
  
  Your Super+ membership offers fantastic benefits, including Cash Advance, Crediting building, and up to 10% Cashback on travel. If you've decided that this membership isn't right for you, that's perfectly okay! We're more than happy to assist you with a refund because satisfaction is our top priority.
  
  Cancelling your membership is quick and easy, and entirely within your control. Simply call our Support team at +1 (844) 461-2577 or use the chat feature in your Super.com App for a convenient online cancellation. Please note that online cancellations may be limited in certain states due to regulations.
  
  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: https://go.super.com/NMPdZ04
  
  We trust this explanation brings clarity to the matter.

  Customer Answer

  Date: 10/03/2024

   
  
  Complaint: 22370637
  
  
  
  I am rejecting this response because:

  1) We want a refund and 2) We want super.com to commit to simplifying the process for cancelling; and 3) we want Super.com to change their practices so people don't accidentally sign up for this alleged "service."

  The option offered for how to cancel by phone is inordinately difficult. We were finally able to do it but the call had to be made from the executive director's personal phone, or the system would not recognize the subscriber. For a nonprofit organization, who has no idea why and how this subscription was started, that is ridiculous. Our staff spent over an hour trying to figure out how to cancel -- And we have yet to understand why the subscription started in the first place. Was there some button that was clicked while booking a hotel room? All our staff are highly educated and careful about filling out forms. Because of the scam-like behavior of super.com, our nonprofit business credit card was improperly charged $14.99 twice. We demand a refund of $29.98. We did not use the services of super.com and we are entitled to a refund.
  
  
  
  Sincerely,
  
  
  
  Lauren Regan

  

  Business Response

  Date: 10/05/2024

  Thanks for sharing your detailed feedback with us, Lauren! We’re always looking to improve our services and offerings, and your insights play a crucial role in that process.
  
  At Super.com, we pride ourselves on credibility and transparent practices, recognized by top publications like Financial Times, Forbes, and the New York Times. We ensure you have all the information upfront and that you give clear consent before any sign-ups—no unwanted sign-ups here! You may have accidentally enrolled in our optional Super+ membership program during a reservation process. We cannot automatically sign anyone up.
  
  We’re glad you were able to cancel over the phone, and we’re actively working to make that process even smoother.
  
  Regarding your refund request, we’re here to help! However, we couldn’t find a membership account linked to the information you provided through this review. For further assistance, please reach out to our Customer Care Team +1 (844) 461-2577 during business hours (8 AM - 7 PM) or use the chat feature in your Super.com App for immediate support.
  
  We appreciate your input and are dedicated to improving your experience!

  Customer Answer

  Date: 10/09/2024

   
  
  Complaint: 22370637
  
  
  
  I am rejecting this response because:

  You are requiring more work from us. We do not want to sit on hold, which is what happened when we called trying to cancel. Although we were finally able to cancel, we still require a refund of the two months you took out of our nonprofit business credit card. The phone number associated with the bogus "account" you started for us is 541-729-5044. That was the info that was needed when we called to cancel, so that should give you enough info to refund our card. The card ends in 1237. If you need the full card number to process the refund, let me know.
  

  Sincerely,
  
  
  
  Lauren Regan

  

  Business Response

  Date: 10/11/2024

  Hi Lauren,
  
  Thank you so much for your feedback! It truly helps us grow and improve. We understand that you may have some concerns about our services, and we want to assure you that our credibility is supported by features in many reputable publications. We take your concerns seriously and prioritize integrity and transparency in everything we do.
  
  We greatly appreciate you providing the necessary information. Our main goal is to ensure every customer is satisfied, and we truly value your patience and understanding throughout this process. We’ve already processed a full refund for your membership, which should reflected in your account within 3-5 business days.
  
  Your input is essential to us, and we’re committed to enhancing your experience! If you need any further assistance, please don’t hesitate to reach out.

• Initial Complaint

  Date:09/28/2024

  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.

  Between 9/22 to 9/27 someone emptied both my savings and checking accounts with *** ******* ****** ***** in Arlington NY using Super.com totally $7,933.00. I have never heard of this site until I spoke to my credit union today. I would like to know if there is a way to figure out who the thief is, they probably have an account with Super.com.

  

  Business Response

  Date: 10/02/2024

  Hi Maryann,
  
  Thank you for your review and for bringing this to our attention. We take reports of unauthorized transactions seriously. 
  
  Please contact our corporate team directly for an investigation into this matter. They can provide further assistance and help address your concerns. You can reach them at ********************
  
  Your understanding and cooperation are greatly appreciated and we look forward to assisting you.

• Initial Complaint

  Date:09/25/2024

  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.

  On September 24 2024, I created an account with ******************** after unintentionally clicking a link that i had no intention of clicking. It brought me to Super.com which i assumed was a sister company to the company i was trying to purchase from, it wasn't. I created an account and read all terms and conditions VERY carefully in which none stated i had been signing up for a "Super+" membership with a "trial fee", trials are supposed to be free, of $1.97, i needed this money for a purchase and super.com took it from my bank account. i then attempted to cancel my membership and get the fee back but they stated, "Since it's a membership fee it cannot be refunded". ITS YOUR MEMBERSHIP. They also offered me no compensation for my purchase i didnt consent too with the only thing they offered me was a credit card through them in which I needed to input my social security number. I did not feel comfortable with this considering this company is clearly a scam. I am seeking either equal or more compensation in cash back or in credits.

  

  Business Response

  Date: 09/26/2024

  Hi ******, 
  
  Thank you for sharing your feedback with us! We genuinely appreciate your time and want to reassure you that we are a reputable company, recognized in respected publications like the **************** Forbes, *************** SmarterTravel, Conde Nast Traveler, and many others.
  
  It seems there might have been a ****** ***-up regarding your Super+ membership sign-up. Rest assured, signing up without clear consent isn't possible, and we always provide all the necessary information upfront.
  
  Were glad to provide a little more information about the Super+ trial membership. This promotional offer allows you to explore all the great benefits of the Super+ Membership, either for free or at a minimal cost, for a limited time. During the trial period, you have full access to everything Super+ has to offer!
  
  If you decide to cancel your membership before the trial or promotional period ends, there wont be any charges for the next term, and youll continue to enjoy your benefits until the cancellation takes effect.
  
  Our Super+ membership comes with many great perks, including Cash Advance, Credit Building, and up to 10% Cashback on travel. I checked our records, and we happy to confirm that your trial membership was already canceled on September 26, 2024. Please note that the trial fee is non-refundable.
  
  We hope this clears things up for you!

• Initial Complaint

  Date:09/25/2024

  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.

  Trying to access money from my bank account without knowing this company at all. I reached out to them frustrated and accomplished nothing.

  

  Business Response

  Date: 09/26/2024

  Hi ****,
  
  Thank you for sharing your concerns! We truly value your feedback and want to assure you that integrity and transparency are important to us.
  
  We couldnt find any bookings or memberships linked to your details, and were unclear about the charge you mentioned. Could you please provide more information about the issue? Can you provide a bank statement that details the charges you are inquiring about? Any additional information would be really helpful! Our support team is always here to assist you further, and were committed to resolving this for you.
  
  Were here to help and are committed to resolving this for you!

• Initial Complaint

  Date:09/24/2024

  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 did not authorize a Super+ membership. This company is taking recurring $15 a month off my debit card. I called a number provided to me from my bank to cancel this subscription.

  

  Business Response

  Date: 09/25/2024

  Hi Barbara,
  
  Thank you for sharing your concerns with your Super+ subscription and we appreciate the opportunity to address it.
  
  It looks like there may have been a mix-up during the sign-up process. Rest assured, canceling your membership is simple and entirely within your control.
  
  Super+ offers some great perks like Cash Advance, Credit Building, and up to 10% Cashback on travel. But if you've chosen to opt-out, we're happy to process your refund, as your satisfaction is always our priority.
  
  We've confirmed that your membership was successfully canceled and refunded on September 24, 2024. You can expect the refund to be processed within 3-5 business days, depending on your bank.
  
  We hope this clears things up!

• Initial Complaint

  Date:09/23/2024

  Type:Sales and Advertising Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I had booked a reservation with *********** in **********, ************** and basically my stay there was horrible. I have pictures to prove it plus they lied about the continental breakfast so I ended up paying extra through the website Super.com.

  

  Business Response

  Date: 09/24/2024

  Hi ********,
  
  We appreciate you sharing your concerns and always strive to ensure comfort and satisfaction throughout your stay.
  
  As a third-party booking service, were here to make your experience as smooth as possible. While we connect you with accommodations, certain aspects, like hotel standards and amenities, are managed by the property itself. However, your feedback is incredibly valuable, and were here to support you.
  
  That being said, our Support team is already on ittheyve reached out to both the hotel and our travel partner to investigate and assist further. Well keep you updated along the way.
  
  If theres anything else we can help with in the meantime, our 24/7 Support team is always available via phone, chat, or email. All contact details can be found on our app and website: ******************************************.
  
  Your satisfaction is important to us, and were committed to improving your experience!

  Customer Answer

  Date: 09/24/2024

   
  Complaint: 22327218
  
  I am rejecting this response because: I understand they are acknowledge my complaint, but I want my money back for my stay
  
  Sincerely,
  
  ******** *****

  

  Business Response

  Date: 09/25/2024

  Hi ********,
  
  Thanks again for your patience! We completely understand youre hoping for a refund due to your hotel experience.
  
  As we've mentioned before, we do our best to connect you with great accommodations, but the hotel handles its own standards and services. For a faster resolution, reaching out to the hotel directly might help get things sorted quicker.
  
  We're still here for you! Our Support team is already working with the hotel and travel partner to explore arranging a complimentary cancellation. We'll keep you updated as soon as we hear back.
  
  We truly appreciate your understanding and are doing everything we can to improve your experience!

  Customer Answer

  Date: 09/25/2024

   
  Complaint: 22327218
  
  I am rejecting this response because:
  I understand that youre trying your best until I get my refund Im gonna still reject you guys response until this is solved To a refund thank you for understanding 
  Sincerely,
  
  ******** *****

  

  Business Response

  Date: 09/26/2024

  Response provided

  Customer Answer

  Date: 09/26/2024

   
  Complaint: 22327218
  
  I am rejecting this response because:
  Im going to keep on hitting the reject response because I have not received my refund Because at this point I feel like you guys are sending mixed signals and I would like to BBB to see this
  Sincerely,
  
  ******** *****

  

  Business Response

  Date: 09/29/2024

  Hey ********,
  
  We completely understand how important it is for you to receive your refund, and it was never our intention for you to feel like were sending mixed signals!
  
  As we mentioned, while we do our best to connect you with great accommodations, the hotel handles its own standards and services.
  
  Our Support Team put in a lot of effort to secure a refund on your because we always aim for positive outcomes for our customers. Despite our efforts, the hotel denied the request for a complimentary cancellation. They also confirmed that breakfast was provided during your stay as booked.
  
  Therefore, we are unable to process a refund for this booking, but please know that we have thoroughly explored all available options for you.
  
  If youve communicated directly with the hotel and theyve agreed to make an exception, be sure to gather all the details including the name and position of the staff member who assisted you.
  
  Once you have their approval, simply visit this link to initiate the cancellation: ********************************************** and follow the prompts. This way, we can try to negotiate a refund again with our travel partner.
  
  We appreciate your understanding in this matterwe're always here for you!

  Customer Answer

  Date: 09/30/2024

   
  Complaint: 22327218
  
  I am rejecting this response because: Yes, you guys was giving mixed signals because yall rejected my refund after showing you guys the pictures of mold within the shower area. This is not acceptable. Please do better and run me my refund. Thank you.
  
  Sincerely,
  
  ******** *****

• Initial Complaint

  Date:09/22/2024

  Type:Sales and Advertising Issues
  Status:

  ResolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I booked my hotel room with ******************* Ft. ****************** and Cruise Port through super.com. The dates were for 9/17-9/24. Our travel plans changed, therefore, we asked the hotel front desk staff if we can check-out early on 9/18 without penalty, they said yes. After packing our belongings with our 2 year old toddler, we asked again, this time with the hotel manager, ******, if we will be charged or penalized for the booked days because traveling with a child is extremely stressful. And had his answer been different, we might have consider staying to fulfill the reservation. He said no, they would only charge for 1 night. This is our understanding that he is making an exception to super.coms booking *********************************** terms, which says These policies are enforced by the hotel. He proceeded to take a screenshot on my phone of the 1 night stay of his screen for my records and says that we will only be charged $84.74. The reservation was prepaid with super.com but they are making it difficult to obtain a refund for the remaining days, asking for a formal letter despite them 3-way calling the hotel with me & receiving a verbal confirmation from ****** that the hotel only charged for 1 night. Because of Hilton policies, ****** can not compose a letter on *************** is time prohibitive if he had to do this for all guests wanting to make changes. I have provided super.com the screenshot & invoice proving that I only stayed 1 night. Super.com should not keep the payment proceeds for dates that service was not rendered, which is for 9/18-9/24/2024, 6 nights, especially after the hotel agreed to a penalty-free cancellation, unenforcing super.coms ******************* By keeping the funds for unused dates is deceptive and a form of consumer exploitation.

  

  Business Response

  Date: 09/23/2024

  Hi ****,
  
  Thank you for sharing your experience with us! We understand that plans can change unexpectedly, and were happy to assist.
  
  It looks like your booking was non-refundable, which generally limits modifications or cancellations unless approved by the hotel.
  
  Were excited to let you know that our Corporate Team was able to get approval for a refund of 6 nights. The refund has been processed and should appear in your account within 3-5 business days, depending on your bank.
  
  We hope this helps, and we look forward to serving you again soon!

  Customer Answer

  Date: 09/23/2024

  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:09/20/2024

  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.

  The complaint I have with Super or Super Super which ever they want to call themselves continues to try and charge my debit card for what they call a membership. I've made numerous attempts to contact them to stop them from doing this and no resolution to this on going problem. They are rude, uncooperative, and refuse to stop this fraudulent behavior. My card company has a permanent block on my card, however every 2 days I get their alerts. This has been going on for over 2 months and I have never booked anything with this company. Is there anything that can be done about this continuing problem?. This needs to stop.

  

  Business Response

  Date: 09/24/2024

  Hi Lori,
  
  Thank you for sharing your experience with our Support team! Your feedback is truly valuable and helps us continue improving our services. We can assure our credibility is affirmed by our features in many reputable publications. We’re proud to be recognized in trusted publications like the ********* *****, ******, *** *** **** *****, *************, and ***** **** ********, and we’re here to help.
  
  It seems there was a small mix-up with your Super+ membership sign-up. We always make sure to get clear consent and provide all necessary information. Signing up without consent isn’t possible.
  
  Our Super+ membership comes with great perks like Cash Advance, Credit Building, and up to 10% cashback on travel. Whether you decide to continue enjoying these benefits or cancel, we’re here to help!
  
  We’ve checked your account, and it looks like your membership is still active, which is why you received a notification about the charge attempt.
  For assistance, you can easily cancel by calling our Support team at +* ***** ******** or using the chat feature in your Super.com App. Please note that online cancellation may not be available in all states due to regulations.
  
  You can also reach us through the chat option in the Super.com App or on our website during business hours (8 AM - 7 PM) for immediate help.
  For more information, feel free to check this article: *****************************
  
  We're here to assist you however we can!

• Initial Complaint

  Date:09/17/2024

  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.

  The dates are August 29-31 this year. I've been booking rooms thru super.com sense June. I stayed at *** **** *** for 28days then on July 28th I went to the ******** ****. I stayed there about a month. Every time I booked I did it thru super.com and then would go in to pay my pet deposit. Well on 8/29 I did the samething and when I went in they told me that they weren't extending my reservation. They waited till I went in to pay for the pet deposit to tell me this. I already paid the room for 2 days. Now I know I did non-refundable but that was because i was already staying there and wasn't planing on leaving or canceling. I had no idea they where gonna make me leave. Now super.com won't give me my $200 back for the room. It was beyond my control. They said it's cause the hotel didn't approve the refund. Which isn't true because I talked to the hotel and they already issues the refund back to super.com. the hotel has also kept my $100 deposit that they said they would give back to me. I'm out $300. ***** thrown to the streets with no money because I paid for the room. The customer service was horrible. I dont think I should be the one to lose out because of something that I had no control over. I just want my money back. It's been almost 20 days now of back n forth and me getting the runaround.

  

  Business Response

  Date: 09/18/2024

  Hi Jennifer, 
  
  We understand how disappointing it can be when things don't go as planned with your travel arrangements.
  
  In your situation, the hotel management is entitled to enforce their policies about permitted guests. We cannot intervene, as they have the final say about who they allow to stay at the property.
  
  Since your booking is non-refundable, modifications or cancellations typically require hotel approval.
  
  We checked our records, 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 by the travel partner due to their strict policy with non-refundable bookings. 
  However, we truly value your loyalty, and as a gesture of appreciation, we've gone ahead and canceled your reservation with a full refund. You should see it on your card within 3-5 business days, depending on your bank.
  
  Thank you for being a valued customer, and we're here if you need anything else!