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:01/15/2025

  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.

  My friend and I booked our hotel with Super.com for the first time ever. We did not sign up to be a rewards member or anything, but Super.com added us as members and began charging $15 per month. I didn't notice the first charge because it was right after I booked my hotel room, but I noticed my charge today. After researching online, it appears that Super.com has a lot of reviews referencing how they were signed up without knowledge for this member rewards program and also charged $15 per month. I think at this point in time Super.com should be evaluated and looked at regarding fraudulent activities.

  

  Business Response

  Date: 01/22/2025

  **Email Response Draft:**
  
  Dear Christine,
  
  Thank you for taking the time to share your feedback with us. We sincerely appreciate you bringing this to our attention and allowing us the opportunity to address your concerns.
  
  Regarding the membership charges, we want to assure you that these memberships are only activated with customer consent during the booking process. We understand how this might not have been as clear as it could be, and we are continuously working on improving transparency in our communications.
  
  In your case, we’ve reviewed everything and have already processed refunds for all membership charges. These refunds should now be reflected in your account. 
  
  We truly value your experience and thank you for giving us the chance to make this right. If you have any further questions or need assistance, please don’t hesitate to reach out—we’re here to help.
  
  Warm regards,  
  Super.com  
  

• Initial Complaint

  Date:01/14/2025

  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 keep charging my card and I've never signed up for their services

  

  Business Response

  Date: 01/22/2025

  
  Dear Nicholas,
  
  Thank you for reaching out. After a thorough review, we were unable to locate any active or canceled account associated with the phone number +*********** provided. To assist you further, we kindly ask that you contact us directly at *********************** with additional details such as an email address or alternate phone number that may have been used.
  
  We are committed to resolving this matter promptly once we have the necessary information.
  
  Warm regards,  
  Super.com  
  

• Initial Complaint

  Date:01/14/2025

  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 reached out to Super.com For a refund on a membership tnat has been canceled they too money from me the same day it was canceled. Inrequested refund and they refused the same day. I try to get a resolution from the company and it was refused.

  

  Business Response

  Date: 01/22/2025

  Dear Melinda,
  
  Thank you for reaching out regarding your membership charge. Upon reviewing your account, we can confirm that your membership was canceled on January 14, 2025, through self-service cancellation. Additionally, the $15 charge associated with this membership has already been refunded on the same day.
  
  If you have any further concerns or questions, please don’t hesitate to contact us. We’re here to help ensure everything is clear and resolved.
  
  Warm regards,  
  Super.com  

• Initial Complaint

  Date:01/13/2025

  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.

  Charged me fraudulently for a membership I never acquired. Don't even know who they are. They're criminals, that's who.

  

  Business Response

  Date: 01/22/2025

  Dear Rafael,  
  
  We have reviewed your account and the refund history. As of today, an additional membership fee was refunded as a courtesy. This is in addition to the previous refunds processed on January 13, 2025, and January 22, 2025.  
  
  We can confirm that there are no further charges eligible for refund on your account. If you have additional questions or concerns, please feel free to contact us.  
  
  Warm regards,  
  Super.com  

• Initial Complaint

  Date:01/13/2025

  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 writing to address a concerning issue with a hotel reservation booked through Super.com and to request your assistance in resolving it.
  
  On January 12, 2024, I booked a hotel in Joplin, MO, through Super.com without issue. Subsequently, I booked another hotel for January 13–14 in Albuquerque, NM. However, the reservation confirmation mistakenly reflected January 12–13 at the ********** in Albuquerque.
  
  I immediately contacted Super.com to report the issue, but customer service stated they could not assist as I had not selected the refundable option. They advised me to contact the hotel directly. After escalating the matter, a supervisor suggested that a one-time refund might be possible if I secured proof of cancellation from the hotel.
  
  The ********** kindly canceled the reservation and provided written proof. I sent this to Super.com, but their response reiterated that refunds are not possible due to their non-refundable policy, which claims:
  
  “This booking is non-refundable and non-amendable. These policies are enforced by the hotel. We cannot make any changes to these cancellation terms.”
  
  This is concerning for the following reasons:
  1. Policy Misrepresentation: The ********** confirmed the cancellation and provided proof, meaning the hotel no longer enforces this policy. Super.com’s refusal to refund is a failure to act in good faith.
  2. Unjust Enrichment: Super.com has no costs associated with this canceled reservation but retains the payment, profiting without providing a service.
  3. Tax Concerns: If sales tax was collected but the service was not rendered, this raises potential compliance issues.
  
  I respectfully request a full refund, as the hotel has already confirmed the cancellation. Super.com’s refusal to issue a refund under these circumstances undermines consumer trust and raises ethical and legal concerns.
  
  Thank you for your attention to this matter. Please let me know if additional documentation is needed.

  

  Business Response

  Date: 01/22/2025

  copy of response sent to customer:
  
  Dear Jeasung,  
  
  
  This is ****** from the Corporate team at Super.com. I have good news for you - we've processed a refund of USD $114.99 to your original payment method. This should reflect in your account within 2-5 business days.  
  
  
  Thank you for your patience and understanding. If there's anything else we can do to assist you, please don't hesitate to reach out.  
  We're committed to making your experience with us a positive one.  
  
  Warm regards,
  ******
  Super.com - Corporate

• Initial Complaint

  Date:01/13/2025

  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 noticed there was a charge to my credit card in the amount of $390.93. This was a purchase that I had not made. I called my bank to file a dispute and I also canceled my card and reported fraud. When my bank got back to me they had said they seen no wrong doings which was false. I then call Super.com to issue my problem and get a refund, they assist the at I would have to call my bank and sort this thing out. So I’ve been getting the run around to recover my lost funds due to fraud and no one is giving me an answer. So, I am reaching out now to get further assistance with this situation.

  

  Business Response

  Date: 01/22/2025

  Subject: Re: Your Inquiry Regarding Booking ID **********
  

  Dear Lyniece,

  
  Thank you for reaching out and providing details about your concern. After reviewing the matter thoroughly, we must inform you that the charge in question pertains to a valid booking made for ******* ****** ******* ********** ********, with check-in on October 11, 2024, and check-out on October 15, 2024. This booking was confirmed in advance, paid in full, and completed as scheduled.
  As part of the dispute resolution process, we provided your bank with all the requested information and supporting documentation related to this booking. After a thorough review, your bank determined the charge to be valid, and no fraudulent activity was identified.
  We understand the frustration this situation may cause; however, as the booking has been deemed valid and completed, we are unable to issue a refund. For any further concerns regarding the dispute decision, we recommend contacting your bank for clarification.
  If you have any additional questions or require further assistance, please feel free to reach out to us.

  
  Warm regards,
  Super.com

  
  

  Customer Answer

  Date: 01/22/2025

  
  
  Complaint: ********
  
  
  
  I am rejecting this response because: Someone used my information to book a room without my knowledge, therfore I, Lyniece W***** did not make this purchase personally. I was inpersonated by a stranger and they act as if they were me and that's fruad. I immediately cancled my credit card, contacted Super.com. Which, I did not recieve any help. I will like to settle this issue with a full refund. 
  
  
  
  Sincerely,
  
  
  
  Lyniece W*****

  

  Business Response

  Date: 01/23/2025

  Dear Lyniece,  
  
  Thank you for following up regarding your concern. We understand the seriousness of this matter and the frustration it has caused you.  
  
  In cases involving potential fraud or impersonation, such as unauthorized use of your credit card, these disputes must be handled through your bank or financial institution. When a credit card is reported as compromised, the bank conducts an investigation to determine whether fraud occurred. The bank will assess the evidence and make a decision on whether to reverse the charge or keep it in place based on their findings.  
  
  From a legal standpoint, we, as the merchant, do not have the authority to determine whether a transaction was fraudulent or not. Our role in this process is to cooperate with the bank's investigation by providing any requested documentation related to the transaction. The bank is responsible for protecting your account and ensuring that unauthorized transactions are addressed appropriately.  
  
  We encourage you to continue working directly with your bank, as they are the appropriate party to resolve this matter. Rest assured, we are fully compliant with their requests and will provide any necessary information to assist with their investigation.  
  
  This is our final response regarding this case. Should you have further questions or need assistance in navigating the process with your bank, we recommend reaching out to them directly for further clarification.  
  
  Thank you for your understanding.  
  
  Warm regards,  
  Super.com Team  

  Customer Answer

  Date: 01/23/2025

  
  
  Complaint: ********
  
  
  
  I am rejecting this response because: because I reached out to my bank and they said that I would have to contact Super.com for my refund.
  
  
  
  Sincerely,
  
  
  
  Lyniece W*****

• Initial Complaint

  Date:01/12/2025

  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 a hotel on super.com for a friend and they never showed up for the first reservation and I paid ****** and the hotel canceled it so I made another reservation on super.com for the same hotel and they didn't show up that one either and i paid ******. I paid both with ******. I called ****** to dispute the two charges and they told me that super.com would not give me a refund. I emailed them to ask for a refund and told them I would report them to BBB and they told me that they could not give me a refund. I been trying to get my refund for weeks. I just want my refund back so I can pay my negative balance I have with ******

  

  Business Response

  Date: 01/19/2025

  Dear *****,  
  
  Thank you for reaching out regarding your reservations and refund request.
  
  We want to take a moment to clarify the situation regarding non-refundable bookings. When a reservation is made under a non-refundable rate, the terms and conditions of the booking explicitly state that the amount is non-refundable. This is an industry-standard policy set by hotels, and as such, the hotel charges us directly for these bookings at the time of reservation. Since the hotel has already collected these funds, we cannot issue a refund independently. We highly recommend choosing refundable rates for future bookings to ensure flexibility in case of changes or cancellations.  
  
  That said, we understand your concerns and assure you that our team has been actively working on your case. We have escalated this matter with the hotel and our travel partner to see if any compensation or refund can be secured. However, as of now, we are still waiting for their response. Please note that while our agents are doing their best to assist, we cannot guarantee a refund due to the non-refundable nature of the booking.  
  
  We would like to emphasize that we take these cases seriously and follow established procedures to resolve them. Legally, our obligations align with the terms you agreed to during the booking process, and as outlined, the terms for non-refundable bookings are binding.  
  
  If our team is able to secure a refund or compensation from the hotel, we will promptly issue it to you. In the meantime, feel free to check back with our customer support team for updates on the pending tickets associated with your case.  
  
  Thank you for your understanding and cooperation.  
  
  Warm regards,  
  Super.com  

• Initial Complaint

  Date:01/11/2025

  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.

  Concerns about Super.com 1.I booked a stay at a hotel through Super.com 2.I received a confirmation e-mail; there was no payment amount on the confirmation, but there was a notice about a $50 per day deposit. 3.More than a month before my stay, I was notified by Priceline, my credit card company, about questionable hotel charges for this scheduled stay.4.I called the 3-star hotel to confirm my reservation and charges.5.The hotel confirmed the reservation dates but said I needed to contact Expedia, not Super.com, to find out the charges.6.The hotel gave me a confirmation number and said that ******* could find my itinerary using that number.7.I contacted Expedia; they could not find an itinerary for the hotel stay in question. 8.I am unwilling to pay in advance for a hotel stay that cannot be confirmed by the company that booked with the hotel; I am not willing to pay card fees on the $468.75 charges that will be unpaid this month. 9.I am generally not charged in advance for hotel stays. 10.I am a senior citizen, very conscientious about how expenses like credit card fees affect the quality of life of other seniors. 11.I called Super.com numerous times to get info that would help Expedia look up my reservation and was not able to get help. 12.I cancelled my reservation through Super.com.13.I will share my unfortunate experience with friends and advise against using Super.com. 14.Super.coms confirmations should include:******* amount of charges for the reservation ****** and confirmation number for the company that the hotel will see on the reservation c.If language is on Super.coms website stating that credit cards will be charged for stays prior to the stay, that language should be very visible on the website and included in confirmations d.Charges beyond the $50 per day deposit should not be added to credit cards prior to the scheduled stay e.I would like compensation (hotel stay) for the hours spent trying to clear this up

  

  Business Response

  Date: 01/19/2025

  Dear ****,  
  
  Thank you for sharing your concerns regarding your recent booking experience with Super.com. We deeply appreciate the opportunity to address your questions and clarify the situation.  
  
  As a third-party booking platform, our processes for booking a hotel room are standard across the industry. Deposits, including the $50/day hold you mentioned, are implemented by hotels themselves to cover incidentals or damages. These deposits are clearly outlined in the terms and conditions provided at the time of booking, as well as within the hotel's own policies. Additionally, all potential charges, including the room rate and possible fees, are transparently displayed in the booking form you completed.  
  
  Upon reviewing your case, we confirmed the reservation with the hotel on January 11, while on the phone with you, and all details were accurate and aligned with the preferences and terms you selected. The reservation was fully confirmed and ready for your stay. However, we understand that you opted to cancel the booking independently. Following this cancellation, we ensured that you were refunded the amount of USD $425.75 promptly, as per the refundable booking terms you had chosen.  
  
  At this point, all responsibilities from our side have been fulfilled. We provided the booking services as requested, accurately confirmed the reservation, and issued the appropriate refund after your cancellation.  
  
  We strive to ensure a seamless experience for all of our customers and understand that navigating third-party bookings can sometimes bring up questions or concerns. Should you require further assistance or have additional inquiries, please dont hesitate to reach out to our team.  
  
  Thank you for choosing Super.com, and we wish you a pleasant experience with future bookings.  
  
  Warm regards,  
  Super.com  

• Initial Complaint

  Date:01/10/2025

  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.

  Charges to my card that werent authorized.

  

  Business Response

  Date: 01/17/2025

  Dear ******,  
  
  Thank you for contacting us regarding the charges on your card. We take such matters seriously and appreciate you bringing this to our attention.

  After reviewing the details, we have processed a full refund for the charges. This refund has been successfully initiated today and should reflect in your account within 3-5 business days, depending on your bank's processing time.
  Weve also ensured that there will be no further charges associated with this account. If you have any additional questions or require further assistance, please dont hesitate to reach out to us.

  We appreciate your patience and understanding and hope this resolution meets your expectations.
  
  Warm regards,  
  Super.com
  

• Initial Complaint

  Date:01/09/2025

  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.

  On March 16 2024 I made a hotel reservation for ********* *********************. This was a Saturday.I realized immediately I had made a non-refundable reservation in error. I travel often and never make a non-refundable reservation anywhere. Super.com's office was closed, I immediately sent a message through their chat to try to cancel this reservation made in error.I then called Super.com's office on Monday March 18th, to try to cancel the Non-Refundable reservation. After much conversation they denied, even though I explained this was an error.I then filed a dispute with my financial institution, *****, to try to obtain my funds in the amount of $1984.79 back from Super.com. ***** filed with Super.com, the dispute was denied by Super.com and also by ******** this point I accepted I had a non-refundable reservation for Oct 1 through 5 of 2024, at IGH ******** - accepting if I had any issues I would lose my $1984.79 paid to Super.com by Chase.On Sept 18 2024 I phoned ********* ********************* to confirm my reservation. On this day I found out that Super.com had cancelled my hotel reservation. After much arguing Super's supervisor *** called the hotel and reinstated my reservation. However, Super.com did not pass my funds of $1984.79 on to the hotel. When I checked in the hotel wanted a credit card for the reservation, and I had to pay an additional $2016.10 for my stay. I also double checked with the hotel, Super.com never passed any of my funds along to them.I have been fighting with Super.com since October 2024. They took my $1984.79 from ****** did not pay the hotel and will not refund my Chase **** for this amount. They state I need to contact *****, which I have done several times. As we filed a dispute originally ***** tells me that Super.com needs to refund my credit card $1984.79.

  

  Business Response

  Date: 01/17/2025

  Dear *****,  
  
  Thank you for bringing this matter to our attention and for your patience as we revisit your case. We deeply value your trust and take your concerns seriously.  
  
  I wanted to personally let you know that our corporate team has taken over this case to ensure it is resolved appropriately. We are currently working closely with our supervisors to review all details and take the necessary steps to make this right.  
  
  Please expect to hear from us soon with a refund confirmation and any additional updates regarding the resolution of your concerns. In the meantime, if you have any questions or further information to share, do not hesitate to reply to this email.  
  
  We truly appreciate your understanding and are committed to ensuring your satisfaction.  
  
  Warm regards,  
  Super.com  

  Customer Answer

  Date: 01/18/2025

  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,
  
  ***** ******