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:01/27/2025

  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 mother accidentally signed up for their service for $15 a month. That was her mistake and I dont want that money back. However their membership cancellation process is a complete scam. You go through 4 different screens, click here to cancel- are you sure you want to cancel?- heres the benefits youre missing out on if you cancel, etc all to get to a screen where it has you call a phone number. If I can cancel an ****** subscription in a few clicks, I should be able to do so here.

  

  Business Response

  Date: 02/04/2025

  Dear **** ****,

  Thank you for sharing your concerns and feedback. We appreciate you taking the time to provide this information.

  Unfortunately, as the account details for your mother were not provided, we were unable to locate the account to review it further. However, we want to assure you that we value this feedback and will be sharing it with our product team to help us improve the cancellation experience.

  Our goal is to ensure processes are seamless and straightforward for our members, and feedback like this helps us identify areas for improvement.
  Thank you again for bringing this to our attention, and please dont hesitate to reach out if theres any additional information youd like to share or if we can assist further.

  Warm regards,
  Super.com Team

• Initial Complaint

  Date:01/27/2025

  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.

  This platform has been notorious for stealing money out of people's accounts and not taking responsibility for any of it.They stole $15 from me and refused to pay it back then when confronted they refused to take responsibility for their actions.I do not want some lazy set of excuses from this company when I never signed up with them nor did I give them my bank account information.I will get NY attorney general's office involved on this if absolutely necessary, as well as *****, ***, *************** and Fox News.The bottom line is this company intentionally stole my info and used it illegally.And based on others complaining about the same issue they do this frequently and won't take responsibility for any of it.I already shared this information on ******** ******* and X and will gladly share it elsewhere as well.I told them to blacklist me because I will expose their attitude and I don't care if they hire a lawyer against me.

  

  Business Response

  Date: 02/04/2025

  Dear ****,
  Thank you for reaching out and sharing your concerns with us.
  The membership was activated based on the terms agreed upon during sign-up. However, as a gesture of goodwill, we have processed a refund of $30, which covers the charges for the two months of membership.
  We truly appreciate your feedback, as it helps us improve and provide a better experience for everyone. If theres anything else we can assist with, please dont hesitate to contact us.
  Warm regards,
  Super.com Team

• Initial Complaint

  Date:01/27/2025

  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.

  Jan 27, 2025 around 330 AM. I booked Holday Inn Express Temecula, ********** through super.com website for Jan ***** as I only needed a place to stay for the night. They let me book the hotel for that date. I went to *********** only to be turned down because they said my booking was for the 27th and the earliest they can check me in is 10 AM. I wont need the hotel room by 10 AM. I just needed a place to sleep in from 4 AM to 9 AM. I chat with their representative, first they accused me of being no show. They said I should have been checked in at 3 PM on the 26th but I booked the room through their website on 27th 330 AM. I believed I was going to get a room for the night but I didnt. I asked for a refund but they insist its not refundable because its outlined on the website and its the hotel policy. I understand its the hotel policy but they shouldnt have let me booked it in the first place if the hotel wont be able to provide me the room. Theyre gonna keep my money even though there was no service provided. Isnt this a scam? They let me book 26th knowing that I wont be able to check in and they accuse me of being no show when on the hotels system I am booked for the 27th. I want my money refunded and I want this scam to stop. If theyre not able to book the room on the right date then dont take peoples money. I have the right to be refunded if service wasnt provided not because of the my fault. I had faith that I was gonna get a room and be safe for the night because their website let me book a hotel room. Instead I spent my night arguing with their representative and spend it waiting for the morning in my car.

  

  Business Response

  Date: 02/04/2025

  Dear ******,

  Thank you for reaching out and sharing the details of your experience with us. We sincerely empathize with what you went through, and we want to provide as much clarity and support as possible.
  Based on our records, your booking was confirmed for the dates January *****, 2025. We understand you contacted us at 7:00 AM on January 27 regarding this matter. While our booking system indicates the reservation as used, we want to ensure you have the best possible resolution.

  If the hotel is willing to approve a refund on their end, please have them send us the approval, and well be happy to process it accordingly. In the meantime, as a gesture of goodwill, weve applied a courtesy credit of 50% of the booking amount to your account. This credit can be used toward future bookings with us.

  We truly regret the inconvenience you experienced and appreciate your understanding. Should you have any further questions or need assistance with your credit, dont hesitate to contact us.

  Warm regards,
  Super.com Team

  Customer Answer

  Date: 02/04/2025

   
  Complaint: 22861668
  
  I am rejecting this response because:

  That is a nice gesture but I already deleted my account with you. My stress that night isnt worth $41. If thats how it should have been resolved, why didnt your agent just tell me that? Ask the hotel to refund me. Instead he made up reason that I was a no show when less than 30 mins after I booked I was at the hotel front desk getting denied my reservation. I told him the hotel told me I am booked for the 27th and not on the 26th that I booked on your website. Essentially, he just told me I cant do anything about it when obviously a service I paid for wasnt provided. How does the request for refund from the hotel fall on my end when youre the middle man? I didnt book the hotel directly, youre the one who booked them for me on the wrong date. I disputed the transaction with my bank and its still under review. Hopefully,  the decision will be on my favor. Thank you and hope you do better with other people who use your service. Dont trick people into booking with you when theyre gonna be denied the stay. 
  
  Sincerely,
  
  ****** *****

  

  Business Response

  Date: 02/06/2025

  Dear ******, 

  Thank you for getting in touch with us! We really appreciate your patience while we address your concern. Weve looked into the issue with your booking and have pinpointed the problem.

  Were eager to assist and process the refund for you right away. However, since a chargeback has been initiated, were currently unable to move forward until we hear back from the bank regarding the chargeback result. We understand this may be frustrating, and were committed to resolving this as quickly as possible. Our designated Charge Back Team will reach out to you via email with an update as soon as one becomes available.

  Thank you again for your understanding, and please dont hesitate to reach out if you have any further questions.
  

  Warm regards, 

  Super.com Team

• Initial Complaint

  Date:01/25/2025

  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.

  Super+ membership cancelled You send me a message When I booked my trip with **** I got a pop up message from you all saying I earned 20 dollars you ask for my card info to put the 20 on I gave my card info next thing I know you was taking money off my card and you never put the 20 on you crooks. I did not apply for any membership you said once I added my credit card number you will put the $20 on it. Instead you tried to deduct money and did deduct money. I just got this credit card and had to cancel it because of you crooks

  

  Business Response

  Date: 02/04/2025

  Dear *******,

  Thank you for reaching out to us regarding this matter. We understand your concerns and want to clarify how the $20 credit works. To receive the $20, a membership is required. It seems you signed up for the trial but later canceled the membership, which is why the credit was not applied.

  This process is outlined in the terms and conditions of the offer. If you have any further questions or need additional assistance, please let us know.

  Warm regards,
  Super.com Team

  Customer Answer

  Date: 02/05/2025

   
  Complaint: 22857842
  
  I am rejecting this response because:
  I cancel that membership the same day and you took ***** off of my Huntington card. There were no terms. A message just popped up saying I won 20 then it asked for me to enter credit card info so you could deposit it. The first card had 0 balance and I figure out that's why you rejected it. The other card had money on it. Instead of you rewarding me you took money out of my account. When I looked at my other card instead of you depositing the $20.00 you was trying to deduct $100.00
  Sincerely,
  
  ******* **** *****

  

  Business Response

  Date: 02/10/2025

  Dear *******,

  Thank you for your prompt response.

  I've checked our records and confirmed that we only deducted the $1.97 for the Super+ trial period.

  If you could share any proof of the $95.00 charge from your account, we would be happy to investigate this further.

  Best regards, 

  Super.com

  Customer Answer

  Date: 02/10/2025

  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. I disputed it and it was added back to my account. Please close this account and take nothing else out of it
  
  Sincerely,
  
  ******* **** *****

• Initial Complaint

  Date:01/25/2025

  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.

  I found super.com while trying to book a hotel in **********. The booking process was extremely confusing and designed to really push some kind of monthly membership that I did NOT want. I thought I had made it through the booking process without signing up for anything besides the hotel booking I wanted. Low and behold, at the end of the month a random $15 charge showed up for no reason. And then again, like clockwork, one month later. Obviously, I had signed up for something without my awareness. Going to the website to checkout was another intentionally confusing and shaming design to cancel. You log in with your phone number (I didn't even know I had created an account when booking) and then hidden in their menu was the membership and managing it. And then further hidden was the cancel process. There were a few screens shaming me for the choice I wanted to make. Then, finally, at the end of the process, I was told to call some phone number to do a self-serve cancel. Calling the number followed the same shaming process where I had to confirm multiple times I wanted to cancel. This kind of business model where you cleverly hide a subscription in an intentionally misleading checkout process, coupled with an unnecessary & rude cancel process is bad business, plain and simple.They booked a hotel and then chose to pull out $15/month two times before I figured out what was happening and then canceled.

  

  Business Response

  Date: 02/03/2025

  Dear ****,

  Thank you for reaching out to share your feedback. We truly value the opportunity to clarify and resolve your concerns.

  It appears that during your booking process, the monthly membership option was selected, which includes exclusive savings and benefits. However, we understand this may not have been your intention. To ensure this is resolved, we have already canceled your membership and processed a refund for the ******* charge of $15. You should see this amount reflected in your account within 35 business days.

  If you have any further questions or need additional assistance, please dont hesitate to reach out.

  Warm regards,
  Super.com Team

• Initial Complaint

  Date:01/25/2025

  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.

  1/23/25 money was taken from my bank 1/24/25 i have contacted them multiple times to try an get a refund i had a death in my family which prevented me from traveling i do not feel comfortable providing death certificate or obituary to maybe get a refund thats all they could tell me other then my booking is non refundable but i paid extra to ensure i got a refund if something happened

  

  Business Response

  Date: 02/03/2025

  Dear ******,

  Thank you for contacting us. We understand how challenging this situation must be and want to help guide you on the next steps.
  The enhanced refund option included with your booking is designed to provide support in specific circumstances, such as unforeseen emergencies. To determine eligibility and process a request, you would need to reach out directly to the enhanced refund provider. Their contact information can be found in your booking confirmation email.

  Please note that they may require proof of the situation, such as documentation. While we understand your hesitation, this information is necessary to ensure the claims process is fair and accurate. We encourage you to connect with the enhanced refund provider to open a case and review your options.

  If you have further questions or need assistance accessing the contact details, feel free to reach out.

  Warm regards,
  Super.com Team

  
  

• Initial Complaint

  Date:01/24/2025

  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.

  Theres no way to redeem for gift certificate cards. They been made aware so false advertising

  

  Business Response

  Date: 02/03/2025

  Dear ******, 

  Thank you for reaching out to us. Unfortunately, we were unable to locate an account under the name or email provided in this complaint.
  To assist you further, please email us directly at ********************************. Our team will pick it up immediately and escalate it to a supervisor to ensure this matter is taken care of for you.
  We look forward to assisting you.

  
  Warm regards,
  Super.com Team

• Initial Complaint

  Date:01/24/2025

  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.

  They continue to charge my card for no reason they have no customer service no live chat but lie and say they do they don't fix no problem they just taking people money over and over again and not giving them a place to call and get help that's crazy this company is a scam and I can't believe is on your page i,have proof from my bank that months later even today they tried to take money out my card and they can't cause I have it locked cause before they took ***** bucks for no reason I don't even use them

  

  Business Response

  Date: 02/03/2025

  Dear Dignamar,

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

  Upon review, we found that the membership was agreed to during the booking process, where terms and conditions were clearly outlined and required consent before proceeding. We also want to assure you that our customer support options, including live chat and automated phone cancellation processes, are readily available on our website.

  That said, we understand your concerns and have gone ahead and canceled your membership. Additionally, as a gesture of goodwill, we have refunded the last couple of months of membership fees. Please allow ********************************************* your account.

  We value your feedback and will continue working to ensure our processes are clear and accessible to all customers. Should you have any further questions or require additional assistance, feel free to reach out.

  Warm regards,
  Super.com Team

• Initial Complaint

  Date:01/23/2025

  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 book Worst customer service booked room when went hotel said full booked talked to customer service to help me to book an other hotel I was waiting for 3 hours and they said they cant and they refuse to give me my refund I also want refund for my super+ they lied for an other booking went to hotel did not find my reservation they said I paid and they refund the money I paid they did not they keep scamming me

  

  Business Response

  Date: 02/10/2025

  Dear *****, 

  Thank you for reaching out and making us aware about your experience. 

  After checking your account, I can confirm that an email had been sent to you on the 9th of February, explaining what transpired with your booking. In addition to this, a one-time exception for a refunding was arranged for you. I can also confirm that your Super+ membership has been cancelled. 

  Please allow up to 2-3 business days for the refund to reflect on your end. 

  Do not hesitate to reach out to us should you require further assistance. 

  Warm regards, 

  Super.com

• Initial Complaint

  Date:01/23/2025

  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 am filing a complaint against Super.com due to deceptive practices regarding a hotel booking I made on January 18, 2025, for The **************, *********, from March *****, 2025. The booking was made through Super.com, linked via Kayak, under the understanding that it was fully refundable until March 15, 2025, as stated in the confirmation email.When my travel plans changed, I canceled the reservation on January 20, 2025. Although the email confirmed a full refund policy, I was refunded only $3,419.90 of the $3,761.90 I paid, with $342 withheld for a "Refundable Upgrade" fee. This fee was not clearly disclosed as non-refundable during the booking process and directly contradicts the refund policy stated in my confirmation email.I contacted Super.com via live chat and spoke with an agent named Sameer, who denied my request for a full refund. This experience reflects a broader pattern of deceptive practices by Super.com, including unauthorized membership charges and misleading hotel bookings, as I have encountered in the past.Super.coms actions are not only unethical but may also violate consumer protection laws. Their failure to honor stated refund policies and lack of transparency have demonstrate a blatant disregard for consumer trust and accountability, resulting in an unjust financial penalty and a highly unsatisfactory customer experience.I am seeking the *********************** assistance in addressing this matter and holding Super.com accountable for their deceptive practices. Additionally, I will be sharing my experience on social media to inform other consumers of these issues.Thank you for your time and attention. Please let me know if you require any further information or documentation.

  

  Business Response

  Date: 02/07/2025

  Dear *****, 

  Thank you for reaching out regarding your concerns with the hotel cancelation. 

  We would have been happy to work with you directly to review and resolve this matter; however, as a chargeback has been filed with your bank, our ability to assist further is limited. Once a chargeback is initiated, the case is managed directly by the bank, and all decisions regarding refunds or resolutions are handled through their process. At this point, we are required to provide the bank with the necessary documentation and cannot make changes or updates outside of their review.

  We encourage you to follow up with your bank for updates on the status of your case. Should the chargeback process conclude without resolution, please feel free to reach back out to us, and wed be glad to revisit the matter where possible.

  Thank you for your understanding, and we hope to assist you in the future.

  Warm regards,
  Super.com

  Customer Answer

  Date: 02/07/2025

   
  Complaint: 22849951
  
  I am rejecting this response because:

  Super was given the opportunity to resolve the matter and declined. You cant decline a clients request to find a resolution, and then after a chargeback has been filed, say you would have been happy to find a resolution. Very gross business practice  

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

  

  Business Response

  Date: 02/13/2025

  Hi *****, 

  We appreciate you sharing your concerns with us. We're sorry to hear that our initial efforts didn't quite meet your expectations, and we understand why you decided to initiate a chargeback.

  We're always looking for ways to improve and learn from our customers' experiences. At Super, we have protocols in place to help us find a resolution for our customers within a certain timeframe. However, since a chargeback was initiated, we were unable to further investigate and resolve the issue through our usual channels. As we mentioned earlier, we recommend reaching out to your financial institution directly for further assistance.
  

  Thanks again for your feedback. We value it and appreciate the opportunity to serve you better in the future.

  Warm regards, 

  Super.com

  Customer Answer

  Date: 02/13/2025

   
  Complaint: 22849951
  
  I am rejecting this response because no effort was made to resolve this by your company, forcing a chargeback to occur. 

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