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:06/10/2025

  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.com has been taking out money out of my credit card. I came to find out recently. They have been doing recurring transactions to my credit card. *** never asked for their service. But somehow they been charging my card monthly fees without me realizing it. They may also be doing this to other individuals who dont look at their monthly statements. This company is a fraud and scam. Using peoples hard earned money to make profits.

  

  Business Response

  Date: 06/12/2025

  Hi ******,
  
  Thank you for reaching out and bringing this to our attention. We understand how concerning unexpected charges can be and are here to assist you.
  
  The Super+ membership is an optional subscription offering a range of benefits, such as exclusive savings and cashback on travel bookings, and it requires customer authorization to activate. We have thoroughly reviewed your account, and our support team has addressed this concern.
  
  The membership has been canceled to prevent any further charges, and a refund has been processed for the transactions that took place. You can expect the refunded amount to appear back on your credit card within the next 3 to 5 business days.
  
  If you have any further questions or need additional information, please feel free to contact us. We're here to ensure your experience with Super.com is both transparent and satisfactory.
  
  Warm regards,
  Super.com Team

• Initial Complaint

  Date:06/10/2025

  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.

  Make a reservation for a hotel stay yesterday 6/9/2025 and I had a change of plans before noon the same day. When I tried to adjust/cancel my reservation (made the same day) I was told I couldn't have a full refund less it was a medical emergency. ($862.00 refundable rate) I did receive a notice stating if I needed to make an adjustment I would have to cancel and apply for a refund and then rebook at an increased cost.

  

  Business Response

  Date: 06/17/2025

  Hi Matt,
  
  Thank you for reaching out and sharing your concerns with us. We understand that plans can change unexpectedly, and we're here to assist you in resolving this matter.
  
  We're currently reviewing your case in detail. Rest assured, our team is working diligently to address your concerns. Once we have an update, we will be in touch with you via a follow-up email to provide a resolution.
  
  We appreciate your patience and understanding and are committed to ensuring you have a positive experience with Super.com. If you have any further questions or need assistance in the meantime, please feel free to reach out.
  
  Warm regards,
  Super.com Team

  Customer Answer

  Date: 06/17/2025

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

  On the day of the complaint I spoke with a man (did not get his name) and a woman (did not get her name) who were both outside of the US.  Both of those people informed me that I would not get a refund.

  While I used Super.com to book the shorter stay it was where the links let me when I was submitting the paperwork for the original charge and the outcome was at that time was expressed above

  Please provide an explanation of what Super.coms review consists of for this complaint.  What if anything, would be different than what I was told by the man and woman.

   

   

  
  Sincerely,
  
  Matt G*****

  

  Business Response

  Date: 06/23/2025

  Dear Matthew,
  

  I hope this message finds you well. I am pleased to inform you that we have processed a refund for your recent reservation with us, identified by the booking reference number ***********
  

  The refund amount of $862.92 USD has been credited back to your original payment method. You should expect to see this refund reflected in your account within the next 3 to 5 business days. Please note that the exact timing may vary depending on your bank's processing time.
  

  We sincerely appreciate your understanding and patience as we resolved this matter. If you have any further questions or require additional assistance, please do not hesitate to contact us. Our team is always ready to help you.
  

  We are grateful for your continued trust in our services and look forward to the opportunity to serve you again soon.
  

  Best regards,
  Super.com Corporate

  Customer Answer

  Date: 06/24/2025

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

  When the charge of $862.92 USD is reversed and is applied to my credit card account in 3 to 5 business days I will then accept the resolution on this issue.  Until that time, I will reject and continue to reject the response from Super.com regarding the complaint.  Currently the reversal of the charge does not show up on my credit card.

  
  Sincerely,
  
  Matt G*****

• Initial Complaint

  Date:06/10/2025

  Type:Billing Issues
  Status:

  ResolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I used my credit card to book a hotel through Super.com. Subsequently, I discovered that Super.com has been fraudulently charging me $15 per month without my consent. Charges were taken on 6/9/2025, 5/11/2025 and 4/10/2025, I never agreed to any subscription service or recurring payments. These charges were made without my knowledge or authorization. Furthermore, Super.com employed underhanded business tactics by automatically enrolling me in a subscription service without clear disclosure or explicit consent. I have received no email notification or correspondence informing me about this subscription or the monthly charges. It appears that the company is relying on customers overlooking these charges to continue billing without permission. This practice is deceptive, unethical, and unacceptable. I request that the Better Business Bureau investigate Super.com's billing practices and take appropriate action to prevent this from happening to other consumers. I also seek assistance in obtaining a full refund of all unauthorized charges and ensuring that my credit card is no longer billed by Super.com. Sincerely, Anna S******

  

  Business Response

  Date: 06/12/2025

  Hi Anna,
  
  Thank you for reaching out and sharing your concerns with us. We understand how important it is to have clarity on any charges to your credit card, and we're committed to resolving this matter for you.
  
  The Super+ membership is an optional subscription that offers a variety of benefits, including exclusive savings and cashback on travel bookings. It requires customer authorization to activate, and we understand your concern about not having been aware of this subscription.
  
  After reviewing your account, we have canceled the membership to prevent any future charges. As a one-time exception, we have processed a refund for all charges totaling $45. You can expect the refunded amount to reflect in your credit card account within the next 3 to 5 business days.
  
  We are here to ensure your experience with Super.com is transparent and satisfactory. If you have any further questions or need additional assistance, please feel free to contact us.
  
  Warm regards,
  Super.com Team

  Customer Answer

  Date: 06/12/2025

  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,
  
  Anna S******

• Initial Complaint

  Date:06/10/2025

  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.

  I used Super to book a hotel stay for May 15-18. My transaction was properly processed but for whatever reason, I keep getting charged $15 dollars for May and June. No reason given. I see online that this happens to many people that book with Super and they need to go to the BBB in order to stop the monthly charges. I did NOT sign up for any monthly services or ongoing payments. I paid for my entire weekend in one transaction

  

  Business Response

  Date: 06/10/2025

  Hi Marcelo,
  
  Thank you for reaching out and sharing your experience with us. We understand how unexpected charges can be a concern, and we're here to help clarify the situation.
  
  The Super+ membership is an optional subscription that provides exclusive benefits, including savings and cashback on travel bookings. This service requires explicit customer approval to activate. We have reviewed your account and confirmed that the subscription has been canceled to prevent any further charges.
  
  As a one-time exception, we have processed a refund for the $30, covering the charges for May and June. The refund will be returned to your original payment method.
  
  If you have any further questions or need additional assistance, please don't hesitate to contact us. We're committed to ensuring your experience with Super.com is positive and satisfactory.
  
  Warm regards,
  Super.com Team

• Initial Complaint

  Date:06/09/2025

  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.

  Complaint Against Super.com Misleading Booking, Invalid Contact Info, and Refusal to Refund I booked a vacation stay through Super.com on June 8, 2025 for a property listed as ******************** Condo Ocean Views in **************, ****************. My booking confirmation number is B_19042163. The reservation is for July 1218, 2025.Shortly after booking, I attempted to contact the property to confirm my stay. I was informed by the property that this is an apartment rental and is usually handled directly with the unit owner meaning I would need their contact info to confirm anything.I reached out to Super.com and was initially provided with a fake phone number: *************. This number does not exist. A few days later, they emailed me a second number and email address, which turned out to belong to a completely different property in ****************, *******************, not the location I booked in *****************When I confronted them with this discovery and asked for the real contact information for the unit owner or manager, they said they had to reach out to their "travel partner" and would get back to me. Its been over a week, and Ive now been told the same thing by multiple agents in chat, email and even on the phone with no resolution or valid information provided.I have no way of confirming that the unit I booked even exists or that Ill have a place to stay when I arrive. All I am asking for is a full refund so I can book a reputable property through a reliable platform. Super.com is refusing to cancel or refund me, even though they: Provided false and misleading contact information Failed to confirm the booking with the actual property Repeatedly stalled resolution with excuses about third parties At this point, I feel scammed and deeply regret trusting this site. I am requesting a full refund of the amount paid and an immediate cancellation of this booking so I can secure an alternative stay with confidence.

  

  Business Response

  Date: 06/12/2025

  Hi *******,
  
  Thank you for reaching out and expressing your concerns regarding your booking experience. We understand how important it is to have clarity and confidence in your travel arrangements, and we're here to assist you.
  
  We've reviewed your case thoroughly and want to ensure you have all the necessary information for your stay at ******************** Condo Ocean Views. Your hotel confirmation number is *********. The condo is located at ********************, ************************************************************. To access the property gates, use code 4595#. Check-in time is at 3 pm, and check-out time is at 11 am. The condo is located in ******************************. To unlock the door, enter the code 6923 and press the Toledo button; to close, press ****** again. If you need to contact someone, you can reach the owner at ************ or ****** at ***************** if the owner is unavailable.
  
  We are committed to ensuring your stay is as seamless as possible. Should you encounter any issues or have further questions, please don't hesitate to contact us. We appreciate your patience and trust in Super.com.
  
  Warm regards,
  Super.com Team

  Customer Answer

  Date: 06/12/2025

   
  Complaint: 23445096
  
  I am rejecting this response because:  I am still uncomfortable moving forward with this reservation, because super.com has provided wrong information in the past. My request was clear that I need the following:
  
  -Access to the original listing, including property photos and description, which is no longer visible on your site and which Ive repeatedly asked to be provided. I have no way to knowing the unit I am staying in, Super.com has failed to provided an accurate listing with clear descriptions and images of the property. 
  -A direct email address for the property owner or unit manager of Unit 204, so I can receive written confirmation that my reservation is valid and will be honored.
  
  Due to the multiple red flags, including the initially provided fake phone number (*************), misleading and inconsistent responses, and the lack of access to an actual listing or verifiable contact, I no longer feel confident in this reservation. These practices are deceptive and have caused me unnecessary stress and concern.
  At this point, I am requesting an immediate cancellation and full refund so I can book a legitimate and trustworthy accommodation for my upcoming trip.
  
  Sincerely,
  
  ******* *******

  

  Business Response

  Date: 06/15/2025

  Dear *******,
  
  Thank you for reaching out to us again and sharing your concerns. We deeply appreciate your efforts to keep us informed, and we're focused on addressing the situation to your satisfaction.
  
  We completely understand the importance of having access to the original listing details, including the property photos and description. That's why we've been actively communicating with both our travel partner and the hotel in pursuit of this information. Our aim is to provide you with accurate details and assurance about your reservation.
  
  Regarding your request for direct contact with the property owner or unit manager, we are working diligently to facilitate this for you. We understand how critical it is to establish confidence in your booking.
  
  Please know that we are treating your case with the utmost priority and are committed to resolving these matters promptly. We will provide a detailed update through a follow-up email as soon as we have more information.
  
  We genuinely appreciate your patience and understanding as we work through this process. Rest assured, your concerns are important to us, and we are doing everything we can to address them.
  
  Thank you once again for your patience and continued trust in us.
  
  Warm regards,
  Super.com Team

  Customer Answer

  Date: 06/16/2025

   
  Complaint: 23445096
  
  I am rejecting this response because: the person who claims to be the owner has been in contact with me, however, they still did not want to provide listing details or images or an explanation as to why the email and phone number are both for a property in the *****************. They allowed for a cancellation and via email have confirmed they will approve cancellation if done by today 6/16/2025. I have been in contact with super's corporate email, however, ever since the "owner" allowed cancellation they have not replied back. 
  
  Sincerely,
  
  ******* *******

  

  Business Response

  Date: 06/17/2025

  Hi *******,
  
  Thank you for following up and sharing these updates with us. We understand how important it is to have clarity and resolution regarding your booking, and we appreciate your patience.
  
  After reviewing your case, we have processed the refund for your booking. The amount of $1482.90 will be credited back to your original payment method, and you should see the funds in your account within the next 3 to 5 business days.
  
  If theres anything more you need or have further questions, please don't hesitate to reach out. We're here to assist you and ensure your experience with Super.com is positive and satisfactory.
  
  Warm regards,
  Super.com Team

• Initial Complaint

  Date:06/09/2025

  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 mentally disabled son stayed at a hotel he booked on super.com i was looking at his bank statement since im his payee and noticed super.com is billing his card for a service we did not order when we booked. they are charging him monthly for super.com+ which is some sort of frequent traveler savings program. when we booked the hotel, i made CERTAIN to NOT choose this option because we only needed a room for a few nights. It did not make sense to purchase it since we rarely stay in hotels. The account was created on his old cellphone which he lost. Therefore, we cannot access to account to cancel. I have tried calling super.com's customer service line 3 times now and every time i try and speak to an agent to dispute the charges, it just says 'no one is available' and tells us to call back during normal business hours. however, we have called DURING normal business hours and it does the same thing every time. i don't know if this is a scam company or what. i usually use *********** but this hotel had a better rate on super.com they deliberately make it nearly impossible to cancel this and my son has been billed 15 dollars twice in the last 2 weeks by them. i want this **** program canceled immediately. the account was made under the number *** *** **** my son is named ***** ******* and i am sandra c****** i demand they immediately cancel this service and refund the illegally collected funds. i am so sick of websites like this doing this. this is like the 3rd thing i have had to report to the BBB this week due to these **** auto billing upsells that these companies sneak into your purchases. let them know if they do not comply within 48 hours of your contact and refund and cancel - we will be filing a tort claim, a claim with the ******* ***** **********, and filing for a lien against their account until the funds are replaced and the account canceled. thank you so much for your help!

  

  Business Response

  Date: 06/09/2025

  Hi Sandra,
  
  Thank you for reaching out and sharing your concerns about the charges. We understand how important it is to address unexpected transactions, especially when it impacts someone you care for, and we're here to assist you.
  
  The Super+ membership is designed as an optional subscription that provides various benefits, including exclusive savings and cashback on travel bookings. It's important to note that customer authorization is required for activation. We have carefully reviewed the account under your son ******* name and want to assure you that the membership has now been canceled.
  
  As a one-time exception, we have processed a refund for all charges related to the membership, totaling $30. Please expect the funds to be available in your account within the next 3 to 5 business days.
  
  We're committed to addressing your concerns and ensuring that your experience with Super.com is clear and satisfactory. If there's anything more you need or any further assistance required, please feel free to reach out.
  
  Warm regards,
  Super.com Team

• Initial Complaint

  Date:06/09/2025

  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 June 8, 2025, I made a hotel booking through Super.com for a stay at ***** ***** ******* from June 26 to July 1, 2025 (5 nights). I paid $1,696.20 USD on Super.com’s official website using my credit card. Additional fees were to be paid directly at the hotel. Before finalizing my booking, I selected and paid for the “Booking Cancellation” option, which cost $49 per night, as displayed on the website. However, shortly after my booking was confirmed, I attempted to modify it and was informed that the booking was non-refundable. I contacted Super.com to explain that I had purchased the cancellation option. In response, they claimed that their records do not show that this option was selected and refused to offer any refund or resolution. I have attached a screenshot showing an example of how the "Booking Cancellation" option is presented during the booking process on Super.com, illustrating that such an option exists and is offered at an additional charge. I am requesting that Super.com either 1) change the booking dates to 2 July to 7 July 2025, or 2) issue a full refund for the booking.

  

  Business Response

  Date: 06/09/2025

  Hi Haopeng,
  
  Thank you for reaching out and providing detailed information about your booking experience. We understand how important it is for your travel plans to align with your needs and expectations, and we’re committed to making it right.
  
  After reviewing your case and speaking directly with the hotel, we have successfully secured a full refund for your booking. The funds will be available in your account within the next 3 to 5 business days. This allows you the flexibility to make a new booking for your intended dates.
  
  We appreciate your patience and understanding as we resolved this matter. If you have any other questions or need further assistance, please feel free to reach out. We're here to ensure your experience with Super.com is both positive and seamless.
  
  Warm regards,
  Super.com Team

• Initial Complaint

  Date:06/09/2025

  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 submitted a booking reservation on 06/08 on Super.com for ** ******** *** ***** ******* ****. Once submitting the booking request I was met with a technical error and the booking was not completed. So I submitted the booking request a second time. This second request went through but then I received TWO reservation confirmations. I am requesting that the first reservation be cancelled due to the technical error from Super.com (Confirmation Number: **********). I have reached out to customer service for the last two hours but they have only told me that the reservation is non-refundable and they are unwilling to find a solution. To me this is fraudulent behavior to double book and refuse to refund. I want the Confirmation Number: ********** to be refunded in full.

  

  Business Response

  Date: 06/10/2025

  Hi Nathan,
  
  Thank you for reaching out and sharing your experience with us. We understand the challenges a technical issue can present, and we appreciate your patience as we addressed your concerns.
  
  After reviewing your case and communicating with both the hotel and our travel partner, we're pleased to inform you that we have been able to secure a refund for the booking with Confirmation Number: **********. The refund has been processed and should be available in your account within the next 3 to 5 business days.
  
  We're committed to ensuring your experience with Super.com is seamless and rewarding. If you have any more questions or require further assistance, please feel free to contact us.
  
  Warm regards,
  Super.com Team

• Initial Complaint

  Date:06/08/2025

  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 took $60 from my ******* account today on 6/8/2025 without my consent. I've never used their app or services nor have I ever given them my info or signed up for a subscription yet they have my phone number & were also able to access my **** *** account without my consent. This is not the first time they have done this but today I caught them quickly & would like to be reimbursed for any & all monies they have stolen from me. After I receive my money I would like to press criminal charges against this app for obtaining my info without my consent & for accessing my ******** account & taking money also without my consent.

  

  Business Response

  Date: 06/09/2025

  Hi Angelica,
  
  Thank you for reaching out and bringing this to our attention. We understand the importance of addressing unexpected charges and are here to assist you.
  
  The Super+ membership offers exclusive benefits, including cashback on travel bookings and other perks. However, recognizing your concerns, we've reviewed your account and can confirm that the membership has been canceled.
  
  As a one-time exception, we have processed a full refund for all charges related to the membership, totaling $60. You can expect to see the funds back in your account within the next 3 to 5 business days.
  
  If there are any further questions or if you need additional assistance, please feel free to contact us. We are committed to ensuring your concerns are resolved satisfactorily.
  
  Warm regards,
  Super.com Team

• Initial Complaint

  Date:06/08/2025

  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 was charged $15 from super.com for a membership I never purchased I would like a full refund back to my account my bank or my debit card I don't know how they was able to take my money

  

  Business Response

  Date: 06/09/2025

  Hi Carolyn,
  
  Thank you for reaching out to us about the membership charge. We understand the importance of clarity regarding unexpected transactions, and we're here to help.
  
  The Super+ membership offers a range of benefits, including cashback on travel bookings and various exclusive perks. However, we understand that you did not intend to purchase this membership.
  
  We have canceled your membership and, as a one-time exception, processed a refund of $15. You can expect the refund to appear in your account within the next 3 to 5 business days.
  
  If you have any further questions or need additional assistance, please do not hesitate to contact us. We're here to ensure your experience with Super.com is positive and satisfactory.
  
  Warm regards,
  Super.com Team