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:02/06/2025

  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.

  Super+ deceiving customers into thinking that they were dealing with ****** on the ****** website, offering savings and deals but are not ****** instead a 3rd party affiliate scamming customers and stealing account information to make fraudulent charges . ****** was contacted and refused to hold themselves accountable for allowing affiates to scam customers.

  

  Business Response

  Date: 02/13/2025

  Dear Edgar, 

  Thanks for reaching out to us about your concerns. We're here to listen and help.

  We want to assure you that with Super+, our goal is to provide exclusive savings and deals to our customers. We're committed to being transparent about our offerings and clearly communicating our terms. If you have any concerns about your account or charges, our support team is here to help! We take data protection extremely seriously, and we're happy to assist you and provide guidance.

  Please don't hesitate to reach out to us directly so we can help resolve your concerns.

  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.

  This company has been taking funds from my bank account without authorization from July 2024 until February 2025. I have filed a complaint with my bank, it is under investigation. The amount that has been taken from my account monthly is 14.99.
  I did not give permission/consent for them to remove any amount of money. There is no written agreement or contract.

  

  Business Response

  Date: 02/12/2025

  Dear Vanessa, 

  Thank you for reaching out.

  We understand that you have concerns regarding the $14.99 charge, which is for a Super+ subscription. To assist you further, could you please provide us with any reference number you may have?

  We are unable to locate any information using the contact number you provided. Your cooperation is appreciated!

  Best regards, 

  Super.com Team

• Initial Complaint

  Date:02/03/2025

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I booked a reservation with super.com on January 31, 2025 going on 12 am. Online it said book tonight & check out tomorrow in the morning. When I got to the hotel the guy at the front desk said the reservation is for February 1st to February 2nd. He told me he had a room available but it was dirty so I asked super if I can cancel & get a refund. They told me I have to contact the manager in the morning to get an email confirming the cancellation free of charge to say those exact words. So I got the email from the hotel manager named ******* She also cancelled the reservation on her end. So super customer service told me to fill out the amendment form so I did & they told me theyre going to take a $30 fee out of the refund. I spoke to ************ got confirmation from her supervisor to waive the $30 fee. She said I wont get any fees taken out. I talk to a ******** said theyre going to send it to the travel partner to see if theyll allow the refund. I spoke to ****** the hotel manager 2 days later about them not refunding me. She gave them a call & talked too ******, she told her she approved of the *************** told her she was going to email me & process the refund. I received an email right after they got off the phone from ****** saying theyre going to take 90 percent from the refund & give me credits. So I called back & a guy I talked too told me they talked to the travel partner which is not true. Theyre lying, telling me different things & pretending to talk to the travel partner so they do not refund me. Also I asked for a supervisor for the past 5 *********** have not called me.

  

  Business Response

  Date: 02/11/2025

  Dear *****, 

  Thank you for sharing your experience. We strive to ensure a smooth booking process and appreciate the opportunity to address your concerns. 

  We understand that when you arrived at the hotel, an available room was not in the expected condition, leading to the decision to cancel. Were glad that our team was able to work with the hotel to facilitate the cancellation and that a credit was issued to your account on February 2nd, which was later applied to another booking. 

  
  If theres anything else we can assist with, our team is always happy to help. Please dont hesitate to reach out.

  Best regards, 

  Super.com Team

  Customer Answer

  Date: 02/20/2025

  I am rejecting this response because:

  You guys told me I could get a refund but later told me different things. You guys did not want to give me a refund based off your feelings. I was pressured to take the credit & use it for another booking which is not right. You guys were making things up & wanting me to settle with a 90% credit to my account but claimed you were waiting on a response from the travel partner to get my refund. The hotel manager agreed to the cancellation free of charge to you guys. But one of the agents lied saying the hotel agreed on a 90% credit which she did not. Im not settling for that because we never agreed on credits. Now you want to respond after the credits were issued. You guys are a scam. This is why I will not be booking through you guys ever again, I will not recommend you guys to anyone, I will also be contacting my bank to dispute the charge.

  

  Business Response

  Date: 02/25/2025

  Dear *****,

  Thank you for reaching out to us. We appreciate your feedback and value your business.

  We're happy to inform you that we'll be processing a refund for the remaining 10% of the booking amount. You'll receive this refund soon. We're committed to providing the best possible service to our customers, and your input helps us achieve that goal.
  

  Thank you for your patience and understanding.
  

  Best regards,

  Super.com

• Initial Complaint

  Date:02/03/2025

  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.

  I stayed at the ************ in ******* on 1/31/25 to 2/1/25. I made my reservation through super.com. On 2/1/25 the fire alarm went off for over an hour and I had to evacuate the building at 6:00 a.m. and walk down multiple flights of stairs and stand outside in the cold in my pajamas. The hotel manager tried to make it right and offered me a refund for that night. She said since I booked through super.com I would need to reach out to them and have them process my refund. Super.com refused to process my refund for that night because my rate was non-refundable even though the hotel itself offered a refund. They said my letter was invalid because it did not have the hotel logo on it even though it had the managers name and number on the letter. I have attatched the letter below. I would like super to refund my for the night of 2/1/25 as the hotel offered.

  

  Business Response

  Date: 02/12/2025

  Dear ******, 

  Thank you for contacting us and sharing your concerns!

  Ive looked into your account, and to proceed with the refund, we do need some documentation from the hotel, such as guest details, reservation information, and hotel specifics. I also discovered an error on our side, and Ive processed a refund of $222.94 to your payment method. You can expect to see this in your account within 3-5 business days.

  If you have any additional questions or need more information, feel free to get in touch with us again.

  Warm regards, 

  Super.com

  Customer Answer

  Date: 02/12/2025

  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me.
  
  Sincerely,
  
  ****** ****

• Initial Complaint

  Date:02/02/2025

  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.

  Hotel has been reserved through 3rd party provide, Super.com. An additional $45 refund option/ reservation cancellation was selected any paid for. My reservation needed to be cancelled, i contacted the hotel, they advised i reach out to Super.com to cancel. I found a link to refund my payment on Super.com's website and it was immediately denied. I contacted the customer service ***** and they refuse to help refund even after acknowledging that I did pay for the refund/ reservation cancellation option. The reservation is for almost $500, and it seems I will end up losing it.

  

  Business Response

  Date: 02/10/2025

  Dear ****, 

  Thank you for contacting us regarding your reservation.

  We completely understand how challenging these circumstances must be, and we are here to provide clarity on the next steps. You booked an enhanced refund option as part of your reservation, which is an add-on feature designed to provide refunds under specific approved situations, such as medical emergencies, natural disasters, or flight cancellations. The terms and conditions for this add-on are available via the link in your confirmation email. To process a refund under this option, you would need to initiate the process directly with the enhanced refund provider and submit the required proof as outlined in their terms.

  If you have further questions about the enhanced refund terms or require assistance with accessing the providers process, feel free to reach out, and wed be happy to guide you.

  We appreciate your understanding and hope this helps clarify the situation.

  Warm regards,
  Super.com

• Initial Complaint

  Date:02/02/2025

  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.

  Booked a room using the website on Jan 17, 2025. While doing so was charged additional $149 for membership. Immediately contacted them for refund as did not intentionally authorize this. Was told it would be back in my account in 3-5 business days. Nothing. Was told the reversal did not go through. They then emailed me stating they could send to ******. I call to verify that this was really from them. Sent ****** info. Still nothing. Im homeless, sleeping in my car unless I have extra money for a room. Needless to say I slept in my car 4 nights straight after this $149 transaction. Its February 2, still nothing. I need my money!

  

  Business Response

  Date: 02/10/2025

  Hi *******, 

  We appreciate your understanding and patience. We know how significant this issue is for you, and were grateful that you took the time to contact us.

  After looking into your account, I can confirm that the cancellation of the yearly Super+ membership fee was processed on January 17, 2025, and a refund of $149 has been issued. Ive also escalated this matter to my supervisor to ensure that everything is handled promptly and without any further delays. You can expect our team to get in touch with you within the next ***** business hours to provide more information.

  If you have any other questions in the meantime, please dont hesitate to reach out to us. Thank you once again for your patience.

  Warm regards, 

  Super.com

• Initial Complaint

  Date:02/01/2025

  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 1/11/25 I paid and booked a Double Suite via Super.com onlinr, at Sonesta es *********************************, for eight nights. 1/19/25 to 1/27/25. I purposely chose this hotel with Double Suites to accommodate my rehab after my 1/20/25 surgery. Three days prior to arrival I contacted hotel directly to confirm. The front desk told me reservation came through as Studio Suite. Over the following three days prior to arrival date, I attempted to resolve with Super.com. They kept saying that they needed to contact their "Travel Partner". Repeated attempts did not resolve issue. One of their responses was that "Double Suite is same as Studio Suite", or "if it has Double bed then it's a double suite". Complete nonsense and apparently a bait and switch. I ended up in a small Studio Suite that was very difficult in accommodating my needs after surgery.

  

  Business Response

  Date: 02/10/2025

  Hi ******, 

  We truly appreciate your understanding and patience during this time. We recognize how important this matter is to you, and were thankful that you reached out to us.

  After reviewing your account details, I can confirm that our Travel Partner has updated the name of the double suite to a studio suite. This means it now features a queen-sized bed while still offering all the other amenities you expect.

  We also see that you have initiated a chargeback with your bank regarding this transaction. Once a chargeback is in progress, the situation is managed directly between the bank and the business. Currently, we are providing the necessary documentation to the bank, and we are unable to make any changes or updates to your reservation during this process.

  We suggest checking in with your bank for any updates on your case, as they are now in charge of resolving it. If you have any more questions about the enhanced refund terms or need help with the providers process, please dont hesitate to reach out. Were here to assist you!

  Warm regards, 

  Super.com

• Initial Complaint

  Date:02/01/2025

  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.

  I ordered one product from company, but company has been charging me $15 monthly since September 2024

  

  Business Response

  Date: 02/10/2025

  Dear ******, 

  We understand how important this matter is to you, and we truly appreciate you taking the time to reach out to us.

  Please know that I have forwarded your concerns to our supervisor who will review this matter. You can expect a follow-up from the team within the next ***** business hours to discuss this further. We are committed to providing you with the best possible service and appreciate your understanding as we work to address your needs.

  Should you have any additional questions in the meantime, please dont hesitate to reach out.

  Thank you again for your patience and for being a valued customer.

  Warms regards, 

  Super.com

• Initial Complaint

  Date:01/31/2025

  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 was signing up for **** account. I thought that first time **** customers got $20 rebate if service was used and submitted request for rebate. As it turned out it was super plus and charged a $1.97 fee. I was unable to get a refund when misdirection was discovered. I was instructed that I should submit **** receipt and I would get the $20 rebate in super+ (not ****). When I did then I realize that rebate would not be redeemed until after the monthly $15 fee was charged. When I called to ask for explanation, request refund and account cancel I was told that if I verified my information I could redeem for gift card immediately. When I looked at what it took to verify information I saw it includes name address phone number, email and social security number. Much too invasive a verification to just email a gift card. This business is deceitful and highly suspicious of scam or other practices to use my personal information in illegal manner. They boast A+ BBB rating and I think that should not be the case. From my experience I would not trust this company at all.

  

  Business Response

  Date: 02/22/2025

  Dear Angie, 

  Thank you for sharing your concerns with us. We appreciate the trust you've placed in our services and are committed to resolving the issue promptly.

  After conducting a thorough review of your account details, we confirmed that the $1.97 charge was for the trial subscription. As per our policy, this charge is non-refundable. However, we've cancelled your Super+ Membership as requested, ensuring you won't incur any future charges.

  If you require further assistance or have questions, please don't hesitate to contact us via Live Chat. Our team is here to help.

  Thank you for choosing our services. We appreciate your understanding.

  Warm regards, 

  Super.com

  Customer Answer

  Date: 02/23/2025

  
  
  Complaint: ********
  
  
  
  I am rejecting this response because:
  
  
  
  Sincerely,
  
  
  
  Angie T******

• Initial Complaint

  Date:01/30/2025

  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.

  I have been charged $14.99 a month since September 2024 without having signed up for Super+ service.Charge Dates:9/14 - $14.99 10/14 - $14.99 11/14 - $14.99 12/14 - $14.99 1/14 - $14.99 So far $74.95 in bad charges.I tried logging in to cancel but it says my phone number has no membership active.I tried calling customer support twice earlier this month and they could not find my account and escalated to find a resolution. It has been weeks and there has been no resolution. Although customer service reassured me over the phone I will be refunded this money, I worry they are intentionally delaying so that I will not be able to issue a chargeback.

  

  Business Response

  Date: 02/07/2025

  Dear ****, 

  Thank you for your feedback. Upon reviewing your case, we can confirm that your membership has already been canceled and the charge up to January 30th were refunded in full.

  
  If you have any additional concerns or questions, feel free to reach out to our support team directly, and we will be happy to assist further.
  
  Regards, 
  Super.com  

  Customer Answer

  Date: 02/07/2025

  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,
  
  **** *****