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:05/26/2025

  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.com failed to honor prepaid hotel reservations for two separate bookings. I had to pay out of pocket due to Super.com errors and have not received promised refunds.
  
  I booked two hotel stays through Super.com in March 2025 for travel on May 22 and May 23.
  
  Reservation #1 – ************ ********** (May 22): The hotel stated Super.com's prepaid payment was declined, and I was forced to pay for the room again out of pocket.
  
  Reservation #2 – ************ ********** (May 23): Super.com erroneously booked two rooms instead of one, resulting in a second charge for a room I never requested or stayed in.
  
  I contacted Super.com support multiple times and provided all requested documentation and hotel invoices. I was told I would be refunded, but no refund has been issued as of this filing. Phone support has been ineffective, and communication has been confusing and inconsistent.
  
  This ordeal caused significant financial stress and ruined my travel experience. I am requesting full reimbursement for both errors and immediate escalation to a competent resolution team.
  
  I firmly request:
  Full refund for the duplicate charge (second room)
  Full refund for the out-of-pocket payment made due to Super.com’s failed prepaid booking
  Written confirmation and apology

  

  Business Response

  Date: 05/27/2025

  Dear James,
  
  Thank you for reaching out and providing your detailed feedback. We appreciate your patience as we address your experience with your recent bookings through Super.com.
  
  We understand that your situation regarding the prepaid hotel reservations has caused you significant concern, and we are here to assist you. After reviewing your account, I can confirm that the charge for reservation #1 (************ **********) has been refunded to your original payment method, and you should see this reflected in your account within the next 3 to 5 business days.
  
  Regarding reservation #2 (************ **********), we are actively investigating this matter and are in communication with our travel partner. Once we receive feedback regarding this booking, we will promptly provide you with a follow-up email.
  
  Your experience is important to us, and we are committed to finding a suitable resolution. If you have any further questions or need assistance, please feel free to reach out. We genuinely appreciate your understanding and look forward to resolving this matter to your satisfaction.
  
  Warm regards,
  Super.com

  Customer Answer

  Date: 05/27/2025

  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,
  
  
  
  James J*****

• Initial Complaint

  Date:05/26/2025

  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.

  They never want to give you your money back. When you have a problem with a booking, they will leave you on hold forever in hopes that you will give up and hang up. It is absolutely impossible for you to receive your refund from these people, even if the hotel agrees to refund or cancel. Once I had a hotel agree to cancel my reservations because they could not accommodate. I spoke with Super.com **************** and I had to assure them over and over that the hotel could not accommodate me. They said that they had to speak to the hotel first before issuing me a refund. After hours of being on hold, the agent came back to the phone and stated he had talked to the hotel and a refund would be issued. Nevertheless, I never got my refund. After almost a month, I called Super.com to ask about my refund, and the agent told me they were not notified by the hotel and it wasnt in their notes. Altough I waited on hold for an hour with an agent who came back and told me they would refund me! He told me he had spoke to the hotel and the cancellation was confirmed. So whose lying? What kind of business is this? They told me I would still have to prove the reservation was canceled. What low down, sneaky, underhanded, dishonest c*** is this. I need my money and some accountability! Just give me my refund!!

  

  Business Response

  Date: 05/29/2025

  Hi *******,
  
  Thanks for reaching out and sharing your experience with us. I completely understand how important it is to resolve this situation, and I want to assure you that we're here to help.
  
  I appreciate your patience as you've been working to get your refund, and we're committed to making sure you receive the assistance you need. We'd like to take a closer look into this to ensure everything is set right.
  
  Our records show there have been several bookings with the same hotel on different days. Could you please confirm which specific booking you're referring to? This will help us address the matter efficiently.
  
  Once we have that information, we'll work towards a solution promptly. Thank you for your cooperation and understanding.
  
  Best regards,
  Super.com

• Initial Complaint

  Date:05/26/2025

  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 used super.com to book a hotel 2 months ago. Since then, they have been charging me $15 per month.
  
  I never signed up for a subscription, there is nowhere on their website to cancel this, and there are thousands of reports of others having the same charge.
  
  This company is doing something illegal, and I want my money back.

  

  Business Response

  Date: 05/26/2025

  Dear Drew,
  
  Thank you for reaching out about the charges on your account. We appreciate the opportunity to clarify this situation for you.
  
  The Super+ membership is an optional subscription that provides various benefits, including discounts on bookings and cashback on purchases. It requires your authorization to activate, and we understand how important it is to have transparency regarding your memberships.
  
  After reviewing our records, we can confirm that your membership started on April 21, 2025, and it has been successfully canceled today to prevent any further charges. As a one-time exception, we have processed a refund for all charges related to the Super+ membership, totaling $30. You can expect to see this amount reflected in your account within the next 3 to 5 business days.
  
  If you have any further questions or need assistance, please feel free to reach out. We’re here to support you!
  
  Thank you for your understanding, and we look forward to providing you with a positive experience.
  
  Warm regards,
  Super.com
  

• Initial Complaint

  Date:05/25/2025

  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.

  On May 23, 2025 my family and I booked a stay at ***** ***** in Frederick, MD. The stay was for 1 night only. After the booking we proceeded to contact the hotel to inquire about any deposits. Upon contacting the hotel, they stated to us that the hotel was completely filled up for the night. We then proceeded to contact Super.com for a resolve. We had spoken to 1 agent and 3 chat agents. All of which told us we had to contact the hotel to get a cancellation approval. The last agent we spoke to verbally by the name of *******. He informed us he would contact the hotel to get the approval and would call us back. He did call and get the confirmation from the hotel, and promptly called us back. We received the email as he said we would, but never received any credits. We finally asked to speak a supervisor today as this is day 3 of not receiving our credits. We do have an email which states the credits will be refunded. We were again told by the supervisor there was nothing they could do for us in this matter and that basically our funds are gone. This is total madness, Super.com has no right to take a consumers hard earned money.

  

  Business Response

  Date: 05/27/2025

  Dear Jiamesha,
  
  Thank you for reaching out to us regarding your experience with your recent stay at the ***** ***** in Frederick, MD. We appreciate your patience as we work to address your concerns.
  
  We have escalated your case and are actively reviewing the details. Our support team has sent you a follow-up email regarding your inquiry, and we are dedicated to ensuring you receive the resolution you deserve.
  Your feedback is important to us, as it helps us enhance our services and better support our customers.
  
  If you have any further questions or need assistance, please don’t hesitate to reach out. We’re here to help you!
  
  Thank you for your understanding, and we look forward to providing you with a positive resolution.
  
  Warm regards,
  Super.com

• Initial Complaint

  Date:05/25/2025

  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.

  On April 17, 2025 my business credit card was charged $693.96 by super.com. I did not recognize the charge and tried calling their phone number as listed on my credit statement. I just got a phony sounding out of service recording. I had to call my bank and cancel my credit card because of this fraudulent charge. I have never done business with super.com.

  

  Business Response

  Date: 05/26/2025

  Dear Diane,
  
  Thank you for reaching out and sharing your concerns regarding the charge on your business credit card. We appreciate the opportunity to assist you.
  
  After checking our records with the contact number you provided, we can confirm that the charge of $693.96 is related to a reservation made at the ***** ***** ******** for check-in on April 26, 2025, and check-out on April 29, 2025. The reservation is under the name **** *******
  
  We understand how important it is to have clarity regarding transactions on your account, and we appreciate your diligence in reporting this matter. If you need further assistance or have any questions about this reservation, please feel free to reach out. We're here to help!
  
  Thank you for your understanding, and we look forward to assisting you further.
  
  Warm regards,
  Super.com

  Customer Answer

  Date: 05/28/2025

  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,
  
  
  
  Diane S******

• Initial Complaint

  Date:05/24/2025

  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.

  I booked a room through their site. The hotel canceled and refunded my money the next day. Super.com wanted to charge me 75 dollars to refund my money. I refused and called the hotel. The GM contacted them and they said it takes 24 hours and that they would contact us both via email. I received an email and they didn't requesting information. Myself and the General Manager of the hotel are currently awaiting to hear from Super.com. I have yet to receive my money.

  

  Business Response

  Date: 05/26/2025

  Dear Shameka,
  
  Thank you for reaching out and sharing your experience with us. We appreciate your patience as we work to address your concerns.
  
  After reviewing your case, we have spoken with our travel partner and are pleased to inform you that we have secured a free of charge cancellation. A refund of $212.77 has been processed to your original payment method. You can expect to see this amount reflected in your account within the next 3 to 5 business days.
  
  We understand how important it is to have timely updates, and we appreciate your cooperation as we worked through this process. If you have any further questions or need assistance, please don’t hesitate to reach out. We're here to help!
  
  Thank you for your understanding, and we hope you have a wonderful day.
  
  Warm regards,
  Super.com

• Initial Complaint

  Date:05/24/2025

  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 Fridaay May 23rd at approximately 7:30 p.m. a charge alert came acrossmy phone that my bank card was charged $124.98 by super.com*TEMPAUTH in San Francisco. I did not authorize this charge nor have i ever done any business with Super.com. I have tried contacting this company and cant ever get anyone to respond . I want whatever this charge was for cancelled and my account refunded for the amount they charged to me.

  

  Business Response

  Date: 05/29/2025

  Hi Randy, 
  
  Thank you for reaching out regarding the charge you noticed on your account.
  
  We’ve completed a thorough search and were unable to locate any transactions or accounts associated with your name, phone number, or email address. If you believe this charge was made without your authorization, we recommend reaching out to your bank directly.
  They’ll be able to help investigate the charge and take appropriate action to ensure your account is protected.
  
  We understand how important it is to resolve unexpected charges quickly, and your bank is the best point of contact in this case.
  
  If you happen to locate any booking confirmation or additional information that could help us investigate further, feel free to share it—we’d be happy to take another look.
  
  Best regards, 
  Super.com

• Initial Complaint

  Date:05/24/2025

  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 have a charge on my card from SUPER+ After doing research it seems this happens when booking trips or hotels, however, I have not booked any hotels, trips, or any type of travel and I have no idea where the charge came from. Now my bank has auto-flagged the charge as possible fraud and that's what it is because I never signed up. I'm going to have to deactivate my card and will have no access to my money for several days (this is Memorial Day weekend and banks are closed until Tuesday) until I can get another card. This has caused me great inconvenience. Whatever deceptive means being used to gain information, subscriptions, and make unauthorized charges needs to stop. I want to be removed from any lists the company may maintain and any personal information they have retained purged from their database, as well as a refund and cancellation of any subscriptions, and an explanation of how I was charged in the first place. Additionally I ask that any information obtained by the company not be sold, shared, exchanged, or provided in any other way to subsidiaries, affiliates or any other third parties.

  

  Business Response

  Date: 05/28/2025

  Dear Roy,
  
  Thank you for reaching out and sharing your concerns with us. We appreciate the opportunity to clarify the situation.
  
  The Super+ membership is an optional subscription that provides a variety of benefits, including discounts on bookings and cashback offers. It requires your explicit authorization to activate, and we take your privacy and security very seriously.
  
  We understand how surprising it can be to see unauthorized charges on your account. As a one-time exception, we have processed a refund for the trial period charge of $1.97. You can expect to see this amount reflected in your account within the next 3 to 5 business days.
  
  Regarding your request, we are committed to ensuring your personal information is handled with care, and we will take the necessary steps to remove any associated accounts.
  
  If you have any further questions or need assistance, please feel free to reach out. We’re here to help and ensure you have a positive experience!
  
  Thank you for your understanding.
  
  Warm regards,
  Super.com
  

• Initial Complaint

  Date:05/24/2025

  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 reached out to super.com on 05/15/2025 regarding purchases made on my card for ******* *** ******* * ****** in Bothell, WA. The short version of the story is that I had my two service animals with me, the hotel asked me to sign a "pet" waiver which I did, then the owner called my room to tell me they have a mandatory hotel inspection of all rooms every three days. I kindly asked for the policy to which he then went irate. He was aggressive, confrontational, and I thought he was going to physically harm me. The cops were called and I had to leave. I asked the owner for a FULL refund to which he agreed. Super.com is saying the hotel has to provide information stating it's agreeing to a refund. I've reached out to the hotel directly a few times and got no reply. I also disputed the charges with my bank but they said it's between me and the merchant (Super.com). I don't want a credit from them, I'd like the full refund I was promised by the owner of the hotel.

  

  Business Response

  Date: 05/28/2025

  Dear Lisa,
  
  Thank you for reaching out and sharing your experience with us. We appreciate your detailed feedback and understand how important it is to resolve this matter.
  
  After reviewing your case and speaking directly with the hotel, we are pleased to inform you that we have successfully secured a free of charge cancellation for your stay. A refund of $437.88 has been processed, and you can expect to see this amount reflected in your account within the next 3 to 5 business days.
  
  We understand the situation you encountered was concerning, and we truly appreciate your patience throughout this process. If you have any further questions or need assistance with anything else, please don’t hesitate to reach out. We’re here to help!
  
  Thank you for your understanding, and we wish you the best moving forward.
  
  Warm regards,
  Super.com

  Customer Answer

  Date: 05/28/2025

  
  
  Complaint: ********
  
  
  
  I am rejecting this response because:

   

  Is the refund going back to my original form of payment? I want to be certain it's going back to my original form of payment and not the super.com account as a credit for future use. 

  
  
  
  Sincerely,
  
  
  
  Lisa C****

  

  Business Response

  Date: 05/29/2025

  Dear Lisa,
  
  Thank you for your follow-up inquiry regarding the refund process.
  
  I am pleased to confirm that the refund has been processed and will be returned to your original form of payment.
  
  If you have any more questions or need further assistance, please feel free to reach out. We are here to ensure your satisfaction and support you every step of the way.
  
  Warm regards,
  Super.com

  Customer Answer

  Date: 05/29/2025

  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.
  

  Thank you very much, I appreciate it! 
  

  
  
  
  
  Sincerely,
  
  
  
  Lisa C****

• Initial Complaint

  Date:05/24/2025

  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.

  RE: Deceptive practice (at least)17-May'25 "Super.com" popped up with the lowest price in a list of hotel booking agents alongside the likes of "***********", "***********", ********** I paid for the one night reservation for that same day - 17-May'25 $46.06 I remember NOTHING about signing up for any service requiring a monthly charge. I am VERY sensitive about signing up for any recurring auto-charges.22-May'25 My card is charged $***** bank - "Fourleaf FCU", flagged it as potentially a fraud. I agreed and they cancelled my card - a considerable inconvenience as I am on a very long road trip. I may not be able to get my new card for 7 weeks, when I return home.

  

  Business Response

  Date: 05/24/2025

  Hi Richard 

  Thank you for sharing your experience with membership cancellation and billing. We appreciate your feedback and are continually working to improve our processes. We'll use your input to enhance our billing and cancellation systems. If you have any further questions or concerns, please don't hesitate to reach out. We value your feedback and hope to serve you better in the future.

  We see that you memebership was cancelled on the 2025-05-24. As such your refund will reflect in the next 5-7 business days

  If you have any other question please contact us directly we will be happy to assist you with anything 

  Warm regards

  Super,com