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:Product Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

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

  

  Business Response

  Date: 02/13/2025

  Dear Donald, 

  Thank you for getting in touch with us. 

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

  Thank you for your patience and cooperation.

  Warm regards, 

  Super.com

• Initial Complaint

  Date:02/06/2025

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

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

  

  Business Response

  Date: 02/12/2025

  Dear Anthonio, 

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

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

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

  Warm regards, 

  ******* 

• Initial Complaint

  Date:02/06/2025

  Type:Product Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

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

  

  Business Response

  Date: 02/12/2025

  Dear Brian, 

  Thank you for sharing your experience.

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

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

  Best regards, 

  Super.com

• Initial Complaint

  Date:02/06/2025

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

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

  

  Business Response

  Date: 02/13/2025

  Dear Crystal, 

  Thank you for contacting us and sharing your experience. 

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

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

  Warm regards, 

  Super.com

• Initial Complaint

  Date:02/06/2025

  Type:Billing Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

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

  

  Business Response

  Date: 02/13/2025

  Dear Millard, 

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

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

  Thanks again for bringing this to our attention!

  Warm regards, 

  Super.com

• 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