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:01/30/2025

  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.

  Used super.com **************** to book a room on 11/2 for travel on 1/12. I paid the full amount of the hotel at that time, $1,100.02 On 1/10, 2 days before the trip they cancelled my booking. I had to rebook at another hotel for much more money. I called the company and requested a refund. They agreed, and said refund would take ***** business days. I waited until 1/22 and asked for the status. They claimed they didnt get they original refund request and that it would be started again and take another ***** days. I kept the paper trail and can prove this is false. This company website is a flat out scam and really needs to be investigated for criminal activities. FWIW, I know 4 people who used this company to book hotels for this same trip, all were suddenly cancelled and not given refunds. This is a large scale criminal operation.

  

  Business Response

  Date: 02/07/2025

  Dear ****** ********,
  
  Thank you for reaching out. After reviewing our records, we were unable to locate any account or booking under the provided name, email, phone number, or order number. Additionally, the booking number you shared does not match the format of bookings in our system. 
  
  To assist you further, could you please provide the booking confirmation number (starting with "B_") and the email address or phone number used for the booking? Alternatively, you can attach any confirmation email or document you have received regarding this reservation.
  
  We are here to help and look forward to your response.

  Warm regards, 
  Super.com  

• Initial Complaint

  Date:01/30/2025

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I booked a room for 3 days at the days inn. It said pet friendly. I showed up and they would not let me check in with my dog. I was told to contact super.com for a refund. This is when the nightmare started. It would take up to 30min for them to reply one time. Mind you I had no where to go. It was nearing midnight so I had to book another room at another hotel thru super.com so they didn't think I was just trying to get out of my reservation. They told me it would take up to 24 hours to get a resolution. It is day 2 and no resolution. I paid for 2 hotels for the same exact dates and they are doing everything in their power to not assist me in a timely manner. I can see this is an ongoing problem with this company. Must need money real bad to blatantly lie about a hotels policies and they refuse to make it right or drag your feet. I need my refund. They don't deserve to steal from customers like this. **** this company down!

  

  Business Response

  Date: 02/10/2025

  Dear ********, 

  Thank you for reaching out and sharing your experience. Weve thoroughly reviewed your case and want to confirm that we have processed a refund for the booking made with us. A receipt for the refund is attached for your reference.

  We understand how stressful it can be when plans dont go as expected, and we genuinely regret the inconvenience you faced. While mishaps like this are rare, your feedback is incredibly valuable. We will use your example to investigate and identify areas for improvement in our process to ensure smoother experiences in the future.

  Additionally, as a gesture of goodwill and to show our commitment to making things right, weve applied a 20% compensation credit to your Super.com account. We noticed that youve booked with us before and hope youll give us another try. This credit can be used on your next booking to enjoy the benefits of our platform.

  If theres anything else we can assist you with, please dont hesitate to let us know. Were here to help and appreciate the opportunity to serve you better in the future.

  Warm regards, 

  Super.com

• Initial Complaint

  Date:01/30/2025

  Type:Customer Service 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 is a Scam. They secretly sigh you up for an impossible to to cancel $15 monthly membership. I specifically selected I didn't want to be part of their scam club. They make you answer all these questions when you try to cancel online, but then don't actually process your cancellation request and just give you a number which no one answers. BBB should be ashamed for failing to protect it's customers by granting these criminals an A+ rating. I am cancelling my businesses BBB accreditation because it's clearly worthless if a notorious scam company like this is not called out for their not deceptive, but outright criminal practices.

  

  Business Response

  Date: 02/07/2025

  Dear *******, 

  Thank you for reaching out and providing your feedback. Our records indicate that you signed up for a membership on January 25, 2025, which included a 5-day trial. After the trial period ended, a $15 membership fee was charged on January 30, 2025. Weve already processed a refund for this charge, which should reflect in your account shortly.

  Since we only received the $15 membership fee, we are unable to refund $30 as requested. We hope this clarifies the situation.

  We truly appreciate your feedback and will share it with our team as we continuously work to enhance our services and make our processes as seamless as possible. If you have any further questions or need assistance, please dont hesitate to reach out.

  
  Warm regards,
  Super.com

  Customer Answer

  Date: 02/07/2025

   
  Complaint: 22876749
  
  I am rejecting this response because ghe Business has not acknowledged it fraudulently signed me up for a membership as part of it's ongoing nationwide scam. It has also not addressed the fake series of link it uses when customers attempt to cancel only, only to link to a phone number at the end of a long multi-page attempt to trick people into not cancelling. It has also not addressed the multi-step convoluted phone cancellation ln process. No one booking a hotel room thinks they are signing up for a membership by doing so. Hiding that in some fine print is felony fraud in **********. Responding with nice sounding words can't cover up a scam, which BBB is a part of covering up by ignoring all the hundreds of complaints they have received and the thousands of complaints and comments about this scam. How does this business still have an A+ rating. I guess it's okay to scam people as long as your respond nice and give refunds when you get caught. 

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

  

  Business Response

  Date: 02/13/2025

  Dear *******, 

  Thank you for sharing your concerns. We appreciate the opportunity to clarify.

  We appreciate you bringing this to our attention. We've reviewed your account and noticed that a membership was created on January 25, 2025, with a 5-day trial. After the trial ended, a $15 charge was processed on January 30, 2025. As a gesture of goodwill, we've already refunded this charge, and you should see the refund in your account soon.

  We're committed to being transparent and fair in everything we do. Your feedback is invaluable in helping us improve our processes and customer experience. We're always looking for ways to make it easier for our customers to manage their accounts, whether through self-service options or direct support.

  Thank you for taking the time to share your thoughts with us. We're constantly working to refine our services and appreciate your input

  If theres anything else we can assist with, please dont hesitate to reach out.

  Warm regards, 

  Super.com

   

• Initial Complaint

  Date:01/29/2025

  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 had a bookin with super.com December 28-January 2. I went to urgent care care as requested by super.com. They then canceled my booking and told me I would have a refund in 3-5 business days when I contacted them again it was only put in to credits on their account. I have no intentions of ever using this site again and have *** told on three separate occasions about the 3 to 5 business days. They are now telling me that is is locked and the money can not be but back in my account. All I want is my money back.

  

  Business Response

  Date: 02/06/2025

  Dear ********, 

  Thank you for reaching out to us and expressing your concerns. 

  After reviewing your accounts, I hereby have good news for you. We do offer the option of transferring credits to cash. I have since escalated this matter to our supervisor who will be looking into your concern and is dedicated to resolving it as quickly as possible. You can expect a follow-up phone call 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.

  Warm regards, 

  ******************** Team

  Customer Answer

  Date: 02/08/2025

  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:01/29/2025

  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 was looking through my bank statement and noticed I was charged $15 on 1-24-25 by Super+. I never once used their app or have been to their website if they have one. I didn't know they existed until I received this charge. I will also be going to my bank as soon as I can to dispute this charge. I did not authorize this payment.

  

  Business Response

  Date: 02/07/2025

  Good day ******, 

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

  We are pleased to inform you that the $15 Super+ charge has been processed to be refunded on January 4th. The refunded amount should appear in your account within 3-5 business days, depending on your financial institution. 
  
  If you have any further questions or need additional assistance, please feel free to contact our Super+ customer support team at **************. Our support team is available Monday to Friday from 8 AM to 7 PM EST. 
  
  We hope this resolves your concern and appreciate your understanding. 

  Warm regards, 

  Super.com

• Initial Complaint

  Date:01/29/2025

  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.

  Advertising was misleading. I was promised a $20 rebate on movie tickets I bought, and instead had to pay $16.97 to get $20 in credit on a super account. That's not a rebate. That's a scam. Super.com is a scam and I want my money back.

  

  Business Response

  Date: 02/05/2025

  Hi *****, 

  Thank you for reaching out about the $20 onboarding credit for the Super+ membership plan. Were happy to provide you with the details:
  
  To qualify for the $20 credit, simply sign up for Super+ membership through an ad that appears on your order confirmation page or email after making a purchase from a third-party site (e.g., ***** Lyft, Ticketmaster). Heres how it works:

  1. Click the ad offering $20 cashback.
  2. Sign up for a paid Super+ trial.
  3. After 30 days, youll receive the $20 cashback, provided your Super+ membership remains active.

  As a Super+ member, youll enjoy benefits like unlimited cashback on purchases, earning money through games and surveys, credit building, cash advances up to $200, premium flight alerts, discounted theme park tickets, and gas discounts.
  
  For any questions, feel free to contact our customer support team at **************, Monday to Friday from 8 AM to 7 PM EST.
  
  We hope this information helps clarify everything!

  Kind regards,

  Zaakirah

   

• Initial Complaint

  Date:01/28/2025

  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.

  On January 26th my debit card was charged a $15 fee for a membership I did not sign up for. The weekend of Jan 18th and 19th I went on a quick trip to ** and ultimately booked a hotel online via AAA. I can only assume that while searching for hotel deals and visiting their site I was signed up for their membership without my consent. I did NOT book a room through them. I don't even remember specifically visiting their site, but I looked at many sites as rooms were hard to come by on a holiday weekend. I was able to cancel my membership by using their phone menu, but was not able to connect with a representative to request a refund. I am only asking that my $15 be refunded to me and that no more charges are made to my account. I believe the account number is my phone number and I will enter that below.

  

  Business Response

  Date: 02/06/2025

  Dear ***, 

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

  This is to confirm that your Super+ membership has been cancelled accordingly and you will not be charged for the proceeding months. And we are pleased to inform you that, as a one time exception, we have processed a refund for one month of your membership. The refunded amount should appear in your account within 3-5 business days, depending on your financial institution. 

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

  Warm regards, 

  Super.com Team

• Initial Complaint

  Date:01/28/2025

  Type:Billing Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  The Super company has repeatedly charged my account for a "service, membership, and or subscription" that was never purchased. The first charge was disputed by my bank in Oct. 2024 and they removed the charge from my account. I had to cancel my card because of the unauthorized charge and credit card number being compromised for future fraud activity. The second charge was made to my account ******** with my new account/credit card number. Unlawfully and unknowingly obtained by the Super company. So once again I am having to cancel my credit card again to prevent fraud and further charges. I don't know how to cancel a subscription with the company that I never made. I would like no further charges or contact by this company!

  

  Business Response

  Date: 02/05/2025

  Hi *******, 

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

  Warm regards, 

  Shanice 

• Initial Complaint

  Date:01/28/2025

  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 reserved a hotel room online thru super.com. In the process I paid extra for privilege of making a cancellation. 3 hours after making the ***, I submitted a request to cancel and a refund. This was all done online and submittal was thru their link to ************. The email reply was...."Please be aware that our refundable terms are designed to accommodate situations where unforeseen circumstances prevent you from attending your booking, rather than for accidental purchases. Unfortunately, as per our policy, we cannot process refunds for tickets purchased in error. Regrettably, we must close this application accordingly." It was sent by "refundableme" without a person's name.When I booked the room, in the process there was a box to check to pay extra and it clearly said "if you cancel early, you will receive a full refund."

  

  Business Response

  Date: 02/05/2025

  Hi ******, 

  Thank you for reaching out regarding your hotel reservation. We appreciate the opportunity to clarify the details of your refund request.

  The enhanced refund option you selected provides additional flexibility for unforeseen circumstances such as illness, flight disruptions, or family emergencies. As outlined in the policy terms, accidental purchases are not eligible for a refund under this coverage.

  We understand that you expected a different outcome and value your feedback regarding the clarity of the refund terms. Our team has escalated your case and is currently working with our travel partner to determine if a refund can be issued. While we cannot guarantee the result at this time, we will provide updates as soon as we have more information.

  
  If you have any further questions, feel free to reach out. We appreciate your time and the chance to address your concerns.

  Best regards

  *******

  Customer Answer

  Date: 02/05/2025

   
  Complaint: 22866779
  
  I am rejecting this response because:

  Their website clearly is deceiving.  In addition to my complaint issued to BBB, there is another issue that I subsequently became aware of. This company signed me up for a monthly subscription at $15/mo without my approval.  Clearly this additional action by them is fraudulent.  For the subscription, I never received any email or notification, it just appeared on my credit card as if they were trying to slip it in under the wire.  It goes to reinforce their bad business practices.  I am disputing both charges on my credit card.

  As to them escalating, from my limited experience with them I doubt is genuine.  I cancelled the rsv just 3 hrs after having made it and they are now saying they need to check with the hotel? It's another tactic to put us off.  Their chat people are well trained in how to handle complaints like mine, and I suspect they have their tactics all preplanned.  I chatted with them for 1 1/2 hours last night.  Although their communication is always polite, they are not upfront and will dodge questions.  I suggest you try to make a hotel rsv on their website and see for yourself.  It will give you the option to pay extra for refundability.  Its only after the fact that they inform you that it isn't a true refund policy.  Last night they told me it was clearly stated in the booking process. When I asked where it was clearly stated, they didn't give an answer.  Later they said it was in their terms and conditions somewhere on their site.  So, what is clear is that their website is meant to deceive the consumer.  Supporting this fact is that their web site also has an area showing how simple it is to claim a refund and it doesn't say anything about the restrictions.  Again, clearly deceiving.  I have high confidence that my dispute through the credit card company will be won.  I mainly issued a complaint to BBB so that this non-ethical company doesn't fool others, and it gets published for what they are. 

  BTW, they didn't issue a receipt to me for the transaction. They just issued an emailed "voucher".  This was my first indication that this company is not forthright.   So, I requested a receipt last night while chatting.  They sent the attached.  What's interesting is that the "receipt" doesn't show Super.com.    At face value, the receipt looks to be issued by Candlewood Suites, so even now, I still don't have a true receipt from Super.com despite making the request.   I am wondering why they wouldn't want to have their company name on the receipt.  Could it be they are playing a tax avoidance scheme.  I sense there could be more under the surface that is illicit with this company.

  Sincerely,

  
  *** *******

  

  Business Response

  Date: 02/11/2025

  Dear ******, 

  Thank you for taking the time to reach out to us. 

  I understand you have some questions about your booking reservation. After reviewing your concerns and the information you've provided, I noticed that your confirmation email clearly states that your booking is non-refundable. Additionally, you opted for an enhanced refund option. Just to clarify, this enhanced refund allows you to request a full refund if you can't attend due to unexpected emergencies, as long as you can provide the necessary documentation. The terms and conditions for refunds are detailed in your invoice and the link we shared with you. All of this information was included in your booking and confirmation email.

  Should you require further assistance, you can reach out to our Super team using your Super.com App. 

  Warm regards, 

  Super.com

   

• Initial Complaint

  Date:01/27/2025

  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.

  Hello! :-) The Old ******************* didn't allow check-in claiming "not in the database", summary. Confirmation #B_16875971, January ************ must be given to my account at least in the amount of purchase.Thank You! :-)Sincerely,****** A. ****** ****************************

  

  Business Response

  Date: 02/05/2025

  Hi ******, 

  I appreciate your patience while waiting for a response while we review your concern.

  We wanted to inform you that we have successfully processed a refund for your recent booking. The refund is being issued due to an issue with the hotel mapping, and we sincerely appreciate your understanding and patience throughout this process. The fund should be in your account within 2 - 3 business days depending on your financial institute.
  
  We truly value your business and are grateful for your flexibility. Should you have any further questions or need assistance, please dont hesitate to reach out. We're here to help!

  Kind regards, 

  Zaakirah 

  Customer Answer

  Date: 02/10/2025

  Hello! :-) The refund was issued in the amount of $63.61.  The record(s) of the transaction are 01/19/2025, in the amount of $70.61, Super.com, in the amount of $72.85 on 01/17/2025.  I believe the 01/19/2025, is the amount of the Old ****************** reservation to be refunded.  Please fix. Thank You! :-) Sincerely, ****** A. ****** ***************************************

  Customer Answer

  Date: 02/10/2025

  Hello! :-) I'd like the Super.com reservation refunded in the amount of $56.38. The Days Inn, couldn't accept a(n) cash deposit as specified previously. ****************, 02/33, 146. Thank You! :-) Sincerely, ****** A. ****** ***************************************
  

  
  

  
  

  

  Business Response

  Date: 02/13/2025

  Hi ******, 

  Thank you for reaching out to us. 

  We appreciate you bringing this to our attention. Just to confirm, the refund amount we processed is the same amount that was initially charged for your reservation, as reflected in our system. This ensures that you're not out of pocket for any costs related to the booking issue. Kindly also note that it should be reflecting to your account soon. 

  Thank you for your flexibility and for choosing us. If you have any other questions or need help with anything else, we're here for you.

  Warm regards, 

  Super.com

  Customer Answer

  Date: 02/13/2025

  Hello! :-) My record of the initial amount listed was and is the transaction amount, please fix the refund to the whole dollar amount.  In addition, please add up the credits and the 'cash back' amount as given per room reservation, so, I may spend the accumulated amount.  Thank You! :-) Sincerely, ****** A. ****** ***************************************

   

   

  Customer Answer

  Date: 02/19/2025

  Hello! :-) The 'five day' marker has arrived, refund hasn't arrived.

  Sincerely,

  ****** A. ******

  

  Business Response

  Date: 02/22/2025

  Dear ******, 

  Thank you for your prompt response and for sharing your valuable feedback with us.

  We are pleased to inform you that, after conducting a thorough investigation, we have received confirmation that the refund for your booking has been successfully processed. You can expect to receive the refund within the next 3-5 working days, which will be credited back to the original payment method.

  We appreciate your patience and understanding throughout this process. We are committed to providing exceptional service, and your feedback is invaluable in helping us achieve this goal.

  If you require any further assistance, please do not hesitate to contact us through our app. Our dedicated team will be more than happy to assist you.

  Thank you for choosing our services.

  Best wishes, 

  Super.com

  Customer Answer

  Date: 02/25/2025

  REFUND.  Sincerely, ****** A. ******.  ***************************************