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:06/02/2025

  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 received an alert that a new account was opened in my name & after researching it was for a credit limit of $5k with Super.com. I reached out via phone, email & chat and not one representative is able to assist me in getting this new account closed. I was told since my email and/or phone number was not used they could not assist me. Somewhere in their system my social security number exists as that is the only personal information used of mine to open account. There should be an easier and better solution for when your information is stolen to open an account fraudulently.

  

  Business Response

  Date: 06/09/2025

  Hi ******,
  
  Thank you for reaching out and sharing your situation with us. We understand how concerning it can be to receive an alert about an account that you did not authorize, and we want to assure you that we take such matters very seriously.
  
  We have escalated this case and ensured that the account in question has been deleted. Your security and peace of mind are our top priorities, and we're committed to assisting you in resolving this situation.
  
  If you have any further questions or need additional support, please do not hesitate to reach out. We're here to help and ensure your concerns are fully addressed.
  
  Warm regards,
  Super.com Team

  Customer Answer

  Date: 06/09/2025

  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:06/02/2025

  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 filled a complaint the week of May 12th, 2025 about Super.com canceling my reservation at the ***** ******* ***** in Memphis Tennessee for May2-5th. Then, on May 6, 2025 they billed my ******** card after canceling my reservation. I ended up paying an extra $1000 for the same suite because I wasn’t notified that my reservation was cancelled and I had to pay directly through the hotel. After filing the complaint with you they reached out to me on May 16, 2025 with an apology and promised to refund my money within 2-5 business days. Well, I haven’t received my refund of $1516.92 as promised on May 16,2025.

  

  Business Response

  Date: 06/05/2025

  Hi Monica,
  

  Thank you so much for taking the time to share your experience with us. Your feedback is truly appreciated, and it helps us to continue refining and improving our services. We understand how important it is to have clarity and trust in the booking process.
  

  I wanted to let you know that we have processed a refund of USD $1516.92 on May 16, 2025, to your original method of payment. We strive to ensure that all transactions and resolutions reflect promptly on your account, although processing times may vary depending on your financial institution.
  

  If there’s anything else you’d like to discuss or if you have any further inquiries, please feel free to reach out to us directly. Our dedicated support team is always here to help you with any questions or additional needs you might have.
  

  Thank you once again for your patience and understanding. We value your relationship with Super.com and look forward to serving you better in the future.
  

  Warm regards,
  Super.com Team
  
  

• Initial Complaint

  Date:06/02/2025

  Type:Sales and Advertising Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  Super.com lowers prices of rooms and then charges customers a fee to make up the difference, upon their checkout. They also do not provide any sort of customer support portal for the owners of the various properties that are listed on their website nor do they offer any way for these same businesses to remove themselves from their platform. Encourage all motel owners to pursue legal action against this website. Potential customers, please stay away from this platform. Booking through them will only lead to financial loss and frustration.

  

  Business Response

  Date: 06/04/2025

  Hi ,
  

  Thank you for bringing your concerns to our attention. We value transparency and want to ensure clarity regarding how Super.com operates and interacts with property owners.
  

  Our aim is to offer competitive pricing to benefit both customers and property owners by providing visibility and access to a broad audience. While we strive to maintain accurate listings, any associated fees are typically included in the booking process to ensure customer awareness.
  

  We apologize for any oversight you may have encountered regarding support for property owners. We are committed to providing resources and assistance, and were actively working to enhance our support infrastructure, including options for property owners to manage or remove their listings if desired.
  

  Should you wish to discuss specific issues or require further assistance, don't hesitate to reach out directly to our support team. You can contact us at ***************** or call us at *****************. Were here to ensure a better experience for all parties involved.
  

  Your feedback is invaluable in helping us enhance our processes and relationships with property owners. Thank you for engaging with us and allowing us to address your concerns.
  

  Warm regards,
  Super.com Support

  
  

• Initial Complaint

  Date:06/02/2025

  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.

  Super.com is withholding a refund and blaming it on my institution putting a hold on the payment. They did not neither. My bank nor ****** restricted the transaction. This is proven by an additional charge that was needed for a rescheduled Hotel stay. The additional transaction of $16.16 went through and my institution paid it without incident. But the initial fee that was paid for the first hotel reservation was not carried over so that I could use it for a rescheduling. They are claiming that my institution flagged the transaction. But as stated the institutions have both denied this. The only thing that happened was ****** asked me if this was a valid transaction because it looked suspicious in the way I was rebooking. But it did not flag the transaction and in fact processed it that day. Super.com reps are telling me they cannot access the reservation because it's being flagged on my end. This sounds like they're scamming people out of money via a loophole.

  

  Business Response

  Date: 06/06/2025

  Hi Eve,
  
  Thank you for reaching out and sharing your experience with us. We understand your concern about the situation regarding your refund, and we're here to provide clarity and assistance.
  
  After reviewing your case, we have escalated the matter to ensure a thorough investigation. It appears there is currently a chargeback on your account, which may have impacted the transaction process. Our support team has sent a follow-up email requesting additional information to help resolve this quickly.
  
  Additionally, we understand you have filed a chargeback with your bank regarding this transaction. Once a chargeback is initiated, the matter is handled directly between the bank and the business. At this point, we are fulfilling the bank’s requests for documentation and cannot make any further changes or updates to your reservation while the chargeback process is underway.
  
  We appreciate your cooperation and patience as we work towards a resolution. Our aim is to provide a seamless experience, and we're committed to assisting you through this process. If you have any additional details or questions, please feel free to reach out at any time.
  
  Thank you for giving us the opportunity to address this matter.
  
  Warm regards,
  Super.com Team

• Initial Complaint

  Date:06/02/2025

  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 am writing with extreme anger and frustration to report the unethical and deceptive practices of Super.com. They are deliberately refusing to award me a $75 credit I rightfully earned by completing a promotional offer to open an account with **** ***** This is not an oversight; it is a calculated refusal to honor their commitments. The evidence of my completion is irrefutable and, ironically, originates from Super.com's own system: my account profile clearly shows the **** offer as "completed." I have meticulously provided screenshots of this. Furthermore, I have submitted copies of my **** bank statement unequivocally proving the account was opened as per the offer's requirements. Despite this concrete, undeniable proof, Super.com has the audacity to repeatedly lie, claiming their system "did not detect completion." This is an insulting and transparent attempt to defraud me. I've endured multiple, time-wasting calls met with scripted indifference, filled out redundant forms and been subjected to so-called "escalations" that yielded absolutely nothing. Super.com's behavior is a clear demonstration of deceptive business practices. They entice customers with offers, benefit from the customer acquisition they drive to partners like ****, and then systematically invent excuses to withhold the promised compensation. This is a flagrant abuse of consumer trust and borders on fraud. I have exhausted all direct avenues with Super.com. Their steadfast refusal to acknowledge facts, their reliance on misinformation, and their contemptuous treatment of a legitimate customer concern are appalling. I demand the immediate crediting of the $75 owed to my Super.com account. Furthermore, I insist that the Better Business Bureau investigate Super.com thoroughly and hold them accountable for their deceptive advertising, their failure to honor promotional terms, and their systematically obstructive customer service. They must not be allowed to continue these predatory practices.

  

  Business Response

  Date: 06/06/2025

  Hi Ricky,
  
  Thank you for taking the time to share your concerns regarding your Mega Bonanza reward. We understand how important it is for you to receive credit for your promotional offer, and we’re here to help clarify the situation.
  
  Our support team has thoroughly reviewed your account and the offer in question. While the offer appears to have been clicked on, it seems that the required steps for completion haven't been fully finalized according to our system records. We’re committed to ensuring you have a smooth experience in earning your rewards.
  
  To qualify, please ensure that all required actions outlined in the offer, such as achieving specific levels or completing tasks, are properly completed. It's important to access the offer directly through the Super.com Exclusive Offers page using the provided link to ensure everything is tracked accurately. Additionally, please verify your eligibility against the terms, as some offers may only apply to new users. Avoid using any VPNs or tools that might disrupt tracking.
  
  Once all conditions are met, the reward should automatically appear in your rewards section under the 'Earn' tab within 48 hours. There’s no need for further contact as the system manages this process for you.
  
  For your convenience, we recommend checking the offer timeline in your Super.com app to monitor your progress. Make sure there’s a checkmark for key actions like installing or opening an app, confirming they are tracked properly.
  
  We're here for any further questions you may have, and we’re confident you’re on the right path to earning your reward. Your feedback is invaluable to us, and we appreciate the opportunity to assist you.
  
  Warm regards,
  Super.com Team

  Customer Answer

  Date: 06/09/2025

   

  I appreciate you taking the time to respond to my complaint, however, there seems to be a significant misunderstanding regarding the specific offer I raised concerns about. My complaint to the BBB was not about the Mega Bonanza offer. While I do have issues with that offer as well, my recent complaint was explicitly in reference to the **** offer.
  

  I want to make it absolutely clear that my initial complaint to the BBB, and the one I'm still seeking resolution for, pertains solely to the **** offer. I did not mention the Mega Bonanza offer in my BBB complaint.
  Furthermore, your response outlines a series of potential issues that "could" have led to the offer not being credited. Phrases like "it seems that the required steps for completion haven't been fully finalized," "ensure that all required actions... are properly completed," and "make sure there’s a checkmark for key actions" all sound like speculation on your part. If you have thoroughly reviewed my account and the offer in question, as you state, then you should be able to pinpoint the exact step or action that your system records show as incomplete. Without specifying the precise step I allegedly missed, your argument about unfulfilled requirements holds little weight.
  

  I kindly request that you review my complaint with this clarification in mind and address the issues I've experienced specifically with the **** offer, providing a concrete explanation of what exactly was missed, if anything, rather than general possibilities.
  
  

  
  
  Sincerely,
  
  Ricky C********

  

  Business Response

  Date: 06/12/2025

  Hi Ricky,
  
  Thank you for your follow-up email and for clarifying the specific offer you have concerns about with us. We understand the importance of addressing your issues accurately and appreciate your attention to detail regarding the **** offer.
  
  We have taken another look at your case to ensure everything was reviewed correctly. As previously mentioned, the decision regarding the missing credits from the **** offer has been determined, and the credit has been denied. This determination is final.
  
  We appreciate your understanding and patience. If there are any further questions or additional concerns, please feel free to reach out. We're here to provide assistance in any way we can.
  
  Warm regards,
  Super.com Team

  Customer Answer

  Date: 06/13/2025

  
  Complaint: ********
  
  so to be clear, even though I have furnished sufficient proof of the completion of the offer, even though I followed the instructions given to me and contacted **** personally and obtained a letter from them stating that I did open an account on the dates provided, even though the system that you claim shows my participation as incomplete yet the same exact system you speak of shows the offer as being completed, you are still going to deny me what I am owed and are refusing to credit my account the $75 that I am owed.  I just want to be totally clear that despite irrefutable evidence and obedience in following the instructions provided to me and producing every single document I was instructed to, you guys are still refusing to fulfill your end of the agreement. This combined with your outright refusal to specifically identify exactly what step in the sign up process was missed which in an of itself makes the claim that a step was missed a very weak and seemingly made up reason that holds little if any weight. If this is the case, doing so would be a blatant disregard if consumer protection laws and opens you up to a myriad of investigations, fines and potential litigation. .I hope that you are not so blatantly ignoring the law in this regard and would like to prevent this from escalating further. 

• Initial Complaint

  Date:05/31/2025

  Type:Customer Service 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 scammed me on a hotel showing different pictures than what was in real life. I drive two hours for this fake booking, had a super plus membership contacted customer service and they said a supervisor would get back in *****. Never heard back, called countless times and used the chat. This is in direct violation of California state law and they refuse to help me now

  

  Business Response

  Date: 06/05/2025

  Hi *****,
  

  Thank you for reaching out and sharing your experience with us. Its important to us that every aspect of your booking meets your expectations, and Im truly sorry to hear that the hotel didnt match the pictures provided.
  

  Your feedback is critical, and we are committed to addressing this situation. Its concerning to hear about the delays you faced when trying to contact us. Please know that we take this matter seriously, and I assure you it will be reviewed with urgency.
  

  We truly understand your request for a refund and want to assure you that we did our very best to advocate for you, even though we werent successful this time. As we mentioned earlier, we need the hotels approval to process a refund. If you can get written documentation from the hotel confirming the refund, we would be more than happy to reopen your case and look into it further.
  

  To help resolve this issue, please provide us with your booking details by contacting our support team directly. We want to ensure that your concerns are addressed and that similar issues are avoided in the future.
  

  We appreciate your patience and understanding as we work to improve our service and make this right for you.
  

  Warm regards,
  Super.com Team
  

  
  

  Customer Answer

  Date: 06/06/2025

   
  Complaint: 23402605
  
  I am rejecting this response because: Super is ignoring the fact that they advertised a fake property and broke the law in doing so. 3rd party bookers are liable for the bookings they do in the state of **********. I will be escalating this beyond normal measures to recover my losses if this isnt resolved 
  
  Sincerely,
  
  ***** ******

  

  Business Response

  Date: 06/10/2025

  Hi *****,
  
  Thank you for your follow-up email and for reiterating your concerns. We understand the significance of the matter you've highlighted and are committed to addressing it appropriately.
  
  We have thoroughly reviewed your case and communicated with both the hotel and our travel partner. While they have declined a refund for this booking, we have decided, as a one-time exception, to process a refund of $71.13, which will be credited to your original payment method within the next 2 to 5 business days. Additionally, the Super credits you used, amounting to $7.44, have been credited back to your Super account.
  
  Please know that we are committed to resolving your concerns and appreciate your patience as we work through this. If there's anything more we can do to assist you, feel free to reach out.
  
  Warm regards,
  Super.com Team

• Initial Complaint

  Date:05/31/2025

  Type:Customer Service 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.

  Fraudulent account opened up in my name. Their joke of a customer service department say they can't do anything about it, and didn't seem to care

  

  Business Response

  Date: 06/03/2025

  Hi ****,
  
  Thank you for reaching out to us regarding your concern. We understand how important it is to resolve this matter swiftly and appreciate you bringing it to our attention.
  
  We want to address this issue effectively. However, with the details currently available, we have been unable to locate any account associated with your name. To assist you further and ensure your peace of mind, we kindly request more information regarding your query. Please share any additional details such as email addresses used, specific transactions, or any other relevant information that can help us assist you promptly.
  
  Your feedback is important, and we are committed to providing the support you need. Please respond at your earliest convenience, and we will prioritize resolving this matter for you.
  
  Warm regards,
  Super.com Team

  Customer Answer

  Date: 06/03/2025

   
  Complaint: 23402082
  
  I am rejecting this response because:  There is an account opened in my name showing on my Transunion credit report ...I never opened an account and have never heard of this company.  Obviously this is a fraud situation and I demand it be corrected immediately, or I will be forced to take legal action.
  
  Sincerely,
  
  **** *******

  

  Business Response

  Date: 06/04/2025

  Hi Dave 
  Thank you for following up and providing additional details. We take concerns involving identity and account security very seriously and appreciate the opportunity to investigate this thoroughly.
  
  At this time, we have not been able to locate any account associated with your name or contact information. To move forward and ensure this matter is addressed appropriately, we recommend sending any supporting documentation directly to our team. This will allow us to escalate your case to the appropriate department and take the necessary steps to review and resolve it swiftly.
  
  Please send these details to ************************* so we can prioritize your case. Were here to assist and will do everything we can to ensure this is properly investigated.
  
  Thank you again for bringing this to our attention.
  Warm Regards
  Super.com

• Initial Complaint

  Date:05/31/2025

  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've booked a hotel stay using the third party business super.com. As many other users have already reported it was not made clear that what I was purchasing included a monthly subscription which would be automatically charging my card monthly. I believed I was paying a one time fee for the hotel room. It is not a coincidence that many other users have been surprised by this as I've found reading the BBB claims against super.com and other online forums. I would like the two months worth of subscription fees that I've already paid refunded as well as the pending charge for this month cancelled or refunded if it's too late. March 31st 2025, April 30th 2025, and May 31st 2025 (As of May 31st currently pending.) Looking up my account associated with my phone number will confirm this. I have cancelled my subscription today after researching this issue but would like to confirm it's cancellation and delete my account and any associated information because I will not be utilizing this company again. I have not reached out to Super.com customer service because it is a Saturday which is after their business hours and I was discouraged to attempt it after reading other users poor experiences in requesting refunds.

  

  Business Response

  Date: 06/03/2025

  Hi Nathaniel,
  
  Thank you for sharing your feedback and allowing us the opportunity to address your concerns.
  
  We understand the importance of transparency, and I’d like to offer some clarity regarding your experience with the Super+ membership. The membership is indeed an optional subscription designed to provide additional benefits and savings. According to our records, the sign-up date for your membership was on 2025-03-27.
  
  I'm pleased to inform you that your membership was successfully canceled on 2025-05-31. As a one-time exception, we have processed a full refund for all transactions related to the Super+ membership, totaling $45. The refunded amount should reflect in your original payment method within 3-5 business days, depending on your bank's processing time. The pending charge for May 31st has also been addressed.
  
  Additionally, we are in the process of deleting your account information as requested. Rest assured, your feedback is valuable to us, and we're committed to enhancing our service to better meet our users' expectations.
  If there's anything more you need or any further questions, please don't hesitate to reach out.
  
  Warm regards,
  Super.com Team

  Customer Answer

  Date: 06/06/2025

  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,
  
  Nathaniel K***

• Initial Complaint

  Date:05/30/2025

  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 owed $552.91USD by Super.com. Booking Number: ********** was canceled and refunded to Super.com $504.74 credit. I do not want Super.com credit. ********** is the active reservation, that I also paid for via card. It is good, and Super.com promised $48.17 in cashback. I attempted to contact them through their support. The AI chat claimed to have connected me to a live representative. Nobody ever connected.

  

  Business Response

  Date: 06/03/2025

  Hi Heidi,
  
  We appreciate you reaching out and thank you for your patience while we review your situation.
  
  We understand the importance of having clarity over your travel reservations and appreciate you bringing this to our attention. After reviewing your case, we've processed the refund of $504.74 to your original payment method instead of providing Super.com credits. You should see these funds reflected in your account within 3 - 5 business days, depending on your bank's processing time.
  
  Additionally, for your active reservation with Booking Number: **********, the $48.17 cashback you were promised will be handled as per the timeline shared initially.
  
  Your feedback is valuable, and we're continuously working to improve our support experience to ensure seamless communication. Should you have any further questions or need assistance, please feel free to reach out.
  
  Warm regards,
  Super.com Team

  Customer Answer

  Date: 06/03/2025

  
  Complaint: ********
  
  I am rejecting this response because: it's absurd. I wanted the promised cashback either refunded to my card or sent as a check. 
  
  Sincerely,
  
  Heidi K*****

  

  Business Response

  Date: 06/05/2025

  Hi Heidi 

  Thank you so much for coming back to us.

  please note the refund has been issue and will reflect into your bank into the next 3-5 business days

  Warm Regards

  Super.com

  Customer Answer

  Date: 06/05/2025

  
  Complaint: ********
  
  I am rejecting this response because: please specify the dollar amount. 
  
  Sincerely,
  
  Heidi K*****

  

  Business Response

  Date: 06/06/2025

  Hi Heidi,
  
  Thank you for reaching out to us with your follow-up concerns. We understand the importance of precise information, and we’re here to provide clarity.
  
  I’m pleased to inform you that a total of $504.74 has been refunded to your original payment method. Please allow 3 to 5 business days for the funds to appear in your account, depending on your bank’s processing time.
  
  We appreciate your patience, and if there's anything else you need or any further questions you have, please don’t hesitate to contact us. We’re here to help.
  
  Warm regards,
  Super.com Team

• Initial Complaint

  Date:05/30/2025

  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.

  Upon entering the hotel room the room was dirty and moldy. We were unable to stay in the hotel. The hotel said as long as the company contacted them they were willing to refund us the whole amount. Super.com was unwilling to help. All we want is the money back as this was out of our control

  

  Business Response

  Date: 06/03/2025

  Hi *********,
  
  Thank you for reaching out and sharing your experience with us. We greatly appreciate your patience and the opportunity to address this situation for you.
  
  We understand how important it is for accommodations to meet your expectations, and we recognize the challenges you faced with the condition of your hotel room. Your feedback is invaluable, and we have taken steps to ensure your concern is addressed promptly.
  After reviewing your case and speaking directly with the hotel, we've successfully secured a free-of-charge cancellation for both bookings. A refund has been processed, and the funds should reflect in your original payment method within the next 3-5 business days.
  
  Your satisfaction remains our priority, and we're committed to ensuring a positive experience moving forward. If there's anything else we can assist with, please feel free to reach out.
  
  Warm regards,
  Super.com Team