ComplaintsforSuper.com

• Initial Complaint

  08/13/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  I have been using Super for over half a year and enjoy playing games for credits. As of August 5th my last redemption I have been unable to redeem any credits. I have done every offer legitimately and spent my own money on many of them including the one I have credits I can not redeem for at this current time. I was told by customer service a few times over the past few days that there was a technical issue and that it will be resolved soon and to try redeeming later which this was a HUGE lie. As of today 8/13 I contacted customer service on the app and they directed a call to an agent for me who began to tell me my redemption account had been terminated due to some policy? I have no broken any policy nor would I even know how to! I would like this reversed and my credits made available and a apology. Thanks for your time.

  

  Business response

  08/20/2024

  Hi Zeth,
  
  Thank you for being a valued customer for over half a year. We understand your concerns about not being able to redeem your rewards.
  
  After a thorough review, we found that your participation in the cash rewards and cashback program was terminated due to violations of our terms and conditions. You can find more details at *************************************** ** *** ************* *******
  
  We’re fully committed to resolving any issues you’ve encountered. We greatly appreciate your patience while our Corporate Team works diligently to investigate the matter to get back to you as soon as possible.
  
  We are committed to enriching your experience.

  Customer response

  08/20/2024

  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,
  
  Zeth F******

• Initial Complaint

  08/10/2024

  Complaint Type:

  Product Issues

  Status:

  Resolved

  More info

  On July 13, 2024, I booked a reservation through super.com to stay at the ***************** - ******************. I checked in after 12 hours of travel, with my service animal, to find that the bed was unmade and the door had been propped open with a washcloth. While I was afraid to go into the room, I was exhausted, and my service animal needed to be cared for. I carefully proceeded into the room, and also opened the bathroom door - not knowing if anyone would be inside, threatening to harm me. I took care of my service animal and collapsed on the other bed. The next morning, I spoke with the general manager and showed her pictures. She immediately offered a full refund, and I told her I had booked the room through a third party. She told me to have the 3rd party -- super.com -- call her, and she would approve the refund. I then reached out to super.com through the chat feature, and was told i needed a written approval. I went back to the hotel and got a receipt on letterhead signed by the Assistant General Mgr. I sent this, along with photos of the room, to super.com. I was subsequently told these did not go through and sent them twice more -- once through the chat feature and once through email. I heard back again, saying: "I trust this email finds you well. My name is *** from Super.com. We inform you that our team is still working with the hotel through our travel partners, hence, we are looking forward to providing you with an update the soonest we hear back from them. In the meantime, we greatly appreciate you for bestowing us with the opportunity to work on this in your behalf." This is disingenuous, at best, because I had already provided signed approval. I reached out through chat today and once the agent knew what I was inquiring about, I received no response. I want an immediate refund -- at the moment, this appears to be a scam.

  

  Business response

  08/16/2024

  Hi *****,
  
  Thank you for sharing your detailed experience with your recent ***************** ********* West booking. We aim to ensure your comfort and satisfaction, and your feedback is valuable in this process.
  
  As a third-party booking service, we are committed to facilitating reservations and enhancing your overall experience. While we strive to connect you with excellent accommodations, please note that we are not responsible for hotel standards, amenities, or the behavior of other guests.
  
  We understand how worrying it can be to not receive your refund despite having a signed approval for cancellation from the Hotel's Assistant Manager. Please know that while the hotel may have approved the refund, some of our travel partners can be very strict regarding non-refundable bookings.
  
  Despite these challenges, our Support Team has made every effort to request a complimentary cancellation on your behalf. We're happy to inform you that your reservation has been successfully canceled and refunded last August 11, 2024. It usually takes 3-5 business days to be processed. Processing times depend exclusively on the bank; therefore, you must reach out to them for an exact timeframe.
  
  If you still need further assistance, please don't hesitate to contact our ************* Team. You can find all our contact details on both the app and the website: ******************************************
  
  We hope this clarification addresses any doubts or concerns you may have had.

  Customer response

  08/16/2024

  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.

  Having said that, this resolution was not offered until I escalated my complaint to the BBB.  I thank you for being instrumental in resolving this.
  
  Sincerely,
  
  *************************

• Initial Complaint

  08/09/2024

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  I booked for a hotel through their website on Satudray July 6th, when I arrived the receptionist didn't allowed me to check in due to issue with processing the payment that was used for the original booking, even though my card was already charged. It was around 12 am and I attempted to call the customer service but no one answered, I ended up having to make another reservation through another site since it was extreemly late. I contacted super customer service but it's been over a week since I last heard from them. I need them to refund me for the booking that I was not allowed to check in with.

  

  Business response

  08/15/2024

  Hi Faisal,
  Thank you for sharing your concerns regarding your booking on July 26th with ******* *** ******* * ****** ***** ******. We understand the challenges you’ve faced with your reservation and are committed to supporting you through this process.

  
  As a third-party booking platform, unforeseen situations may occasionally occur in the dynamic travel industry that are beyond our control. However, we are dedicated to minimizing any disruptions for our valued customers and ensuring their satisfaction.

  
  As the Support team previously informed you, since you have initiated a dispute with your bank, it is important that any further communication regarding this matter be handled through your card processor. The Chargeback team is aware of your case and is here to assist, but please note that the resolution will be determined through the dispute process with your bank.
  We appreciate your understanding and hope this clarifies the situation.

• Initial Complaint

  08/07/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  Since July 6th 2023 I have been being charged 9.99 a month for some service that I did not sign up for . We were traveling and looking for a hotel because the original one we booked did not look safe when we got there. Now since looking at hotels to book back in July of 2023 we have been getting charged for a service we did not sign up for.

  

  Business response

  08/13/2024

  Hi *****,
  
  Thank you for reaching out to us with your concern about your membership. It seems there might have been a misunderstanding regarding your Super+ membership. You may have accidentally signed up for our optional Super+ membership program during a reservation process. We cannot automatically sign you up as we always require clear consent from our users before signing up. Additionally, canceling your membership is straightforward and entirely within your control.

  Our Super+ membership offers a variety of perks, including Cash Advance, Credit Building, and up to 10% Cashback on travel. We're here to support your needs, whether you choose to continue enjoying these benefits or decide to cancel your membership. 

  We've checked our records and see that your membership has been successfully canceled and refunded last August 9, 2024. It usually takes 3-5 business days to be processed. Processing times depend exclusively on the bank, therefore you must reach out to them for an exact timeframe.

  If you still need further assistance, please don't hesitate to contact our ************* Team. You can find all our contact details on both the app and the website: ******************************************
  

  We hope this clarification addresses any doubts or concerns you may have had.

  Customer response

  08/19/2024

  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

  08/07/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  I booked a hotel stay with ********** by Sheraton in ********, **, for an upcoming trip with my son. I booked it on Super.com. A hit accidentally hit Thursday, August 8th, check in instead of Friday, August 9th. We will not be in ***** until Friday the 9th. I immediately called the hotel and then Super.com to see about moving this to Friday instead but said there was nothing they could do even though it was a mistake and not changing my plans. I understand there is a not change policy with my booking but seems very unfair that there is nothing that can be done for a mistake even when I reached out directly after seeing the booking come through.

  

  Business response

  08/13/2024

  Hi ******,

  Thank you for contacting us regarding your reservation dates. Please know that we are not able to modify any reservations or change your research. 

  Reservations are made based on your search criteria. It's important that you double-check your booking details before you complete your reservation. This includes checking the dates, location, and price. It's also a good idea to review our cancellation policy so that you know what to expect if you need to change or cancel your reservation. Since your booking is non-refundable, modifications or cancellations typically require hotel approval.

  Our primary goal is to ensure the satisfaction of every customer. In this case, our Support team has been notified and will initiate contact with the accommodation and travel partner to request a complimentary cancellation on your behalf. Rest assured, we will keep you informed and work diligently to resolve this situation to your satisfaction.

  We trust this explanation provides clarity on the matter.

  Customer response

  08/15/2024

  Thank you for the follow up and response.  I was able to contact the hotel and get the date change without penalty or losing my money as Super.com told me I may.  I am satisfied with my claim as I was able to use the hotel room I paid for.  I will not be using this site moving forward due to their policies and inability to help customers when they make an honest mistake on a booking.

• Initial Complaint

  08/06/2024

  Complaint Type:

  Billing Issues

  Status:

  Answered

  More info

  I booked a stay at a ***********, in *******, on July 9th. The stay was for the night of July 12. I booked the stay starting in the app called Kayak. Kayak lists different websites with varying prices for the same hotel. Super.com was the cheapest so I clicked on its link and booked the hotel. A week later, I noticed a couple of charges I did not recognize. Two charges of a monthly membership fee of *****. One charge was for **** and one was for July. I did not sign up for a membership with super.com. And I did not use the website or their app until July. I also had a charge for a stay at a la Quinta for July *****, in *******. I did not book this hotel. I did not need an additional night, the 13th, and *** stayed at this particular la Quinta before. I did not like it. Also, I did not need the hotel because I booked the Hyatt.I chatted with super.com. They apologized for the fraudulent charge, but told me I needed to take it up with PayPal, which is how the la Quinta was paid for. I disputed, but lost that dispute. I am in the process of appealing that decision.I also called La Quinta and they have no record of my stay those nights. I know for a fact I did not book this hotel. And I did not agree to a membership. The only thing I did through super.com was book the Hyatt for the night of July 12th.

  

  Business response

  08/08/2024

  Hi ******.

  
  Thank you for raising your concern about the charges on your card for the Super+ membership.
   It seems there might have been a misunderstanding regarding your sign-up for the Super+ membership, as our process requires explicit consent from our users. You have full control, and canceling your membership is straightforward. In this instance, we can see, in fact, that our Support team has helped you with the cancellation on July 24th. We're glad that that was sorted for you.
  
  
  Regarding the other reservation you mentioned, at the ************* & Suites By *******, please note that all reservations are made based on your search criteria and confirmation at check-out. We advise to review who has access to your devices and ******************** account.
  As we informed you before, you initiated a dispute with your bank, and as a result, it's imperative that all further communication regarding this matter goes through your card processor.
  We apologize for the challenges you've encountered, and we've ensured that our dedicated Chargeback team is aware of your case since you're seeking a resolution. However, please be aware that the mediation process must be exclusively handled through the dispute you filed with your bank.
  
  
  We hope this explanation clarifies the situation.

• Initial Complaint

  08/06/2024

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  On Wednesday July 31, 2024, I booked 3 nights in a hotel in Rochester, NY. After some moving and packing delays, I was unable to arrive in the hotel until the second day of my stay. I went to the front desk, and she said there was no reservation for me. After a long back and forth with the chat support, I was finally told that the reservation was cancelled as a no-show. I requested my money back, since I didn't actually get the stay I paid for, and instead only got put in a very frustrating loop saying there was nothing that could be done.

  

  Business response

  08/08/2024

  Hi Richard,

  
  Thank you for reaching out about your reservation with booking number ********** for the hotel ***** ** ****** ********* University Area. We understand that you are seeking cancellation as you were unable to use your reservation, however, the accommodation has reported that you rather marked as a No-Show.

  
  In this instance, we remind you that hotels have their policies regarding check-in times, and all of them are entitled to mark the reservation as a No show if you did not present yourself at the designated time. We encourage you to review the Terms & Conditions on our website, as they outline the policies associated with your reservation and provide insights into the extent of our services. Although our initial attempt to secure an exception was not successful, we are dedicated to exploring potential solutions.

  
  It's crucial to note that our ability to override the decision is limited. If you've directly communicated with the accommodation through written correspondence, kindly gather all relevant details, including the staff member's name and position who approved your request.
  If approved please submit this documentation through our amendment form at **********************************

  
  We trust this explanation brings clarity to the matter.
  
  

  
  

  Customer response

  08/08/2024

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

  I was offered nothing, and still feel I am entitled to a full refund. I simply wish to receive that which I paid for, and having received nothing, wish to get my money back.
  

  
  Sincerely,
  
  Richard M***

  

  Business response

  08/11/2024

  Hi Richard,

  We understand that you wanted to receive the full refund of your reservation. Please know that our Support Team has contacted the hotel to confirm your booking however, the accommodation has reported that you are rather marked as a No-Show.

  In this instance, we remind you that the hotel management have their own policies regarding check-in times, and all of them are entitled to mark the reservation as a No show if you did not present yourself at the designated time. We are unable to intervene, as they have the ultimate authority in upholding these policies.

  We encourage you to review the Terms & Conditions on our website, as they outline the policies associated with your reservation and provide insights into the extent of our services.

  We understand that you've initiated the chargeback process, indicating a dispute with your bank or payment provider. At this point, our ability to intervene or take further action is limited.

  Our dedicated Chargeback team is actively involved in collecting all relevant documentation and will proceed to submit it to the card processor for mediation. Going forward, any updates or resolutions regarding this matter must be pursued through your financial institution.

  We appreciate your understanding in this process, and if there are additional details or documentation needed from our end, our Chargeback team will collaborate with your financial institution to ensure a thorough review of the case.

  We hope this clarification addresses any doubts or concerns you may have had.

  Customer response

  08/12/2024

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

  I have made every effort to resolve this without going through a formal dispute process. However, after being completely stonewalled, I have no other choice.
  
  Sincerely,
  
  Richard M***

• Initial Complaint

  08/04/2024

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  Shady.A booking made for a hotel stay with this online company offering an additional payable option for a refundable charge, when at the same time there was a refundable charge included within the package deal already. I immediately sent them an email to cancel after the booking but they have never replied and neither refunded the total amount of $806.92 yet. I had to call my bank to address this issue which is currently under dispute.

  

  Business response

  08/08/2024

  Hi ***,

  
  Thank you for reaching out to us with your concerns regarding your reservation B_15122273 at the Homewood Suites By *******************

  
  Were proud to be a trusted company recognized in several reputable publications. Regarding your booking, it's essential to differentiate between the type of reservation selected. You have chosen a Non-refundable rate, which comes with a more restrictive cancellation and refund policy. However, you have the option to extend this policy to make it more flexible, which allows for refunds under specific conditions.
  

  When booking a flexible rate, you are entitled to a full refund if you cancel within the grace ******* On the other hand, the Non-refundable rate offers a discounted price in exchange for a stricter cancellation policy. When you choose to enhance this cancellation policy for added flexibility, the upgrade cost is understandably non-refundable.
  For a comprehensive understanding of our reservation policies, we recommend reviewing the Terms & Conditions on our website. You can find more information about the Enhanced Refund policy by visiting the following links:
  *****************************************
  **************************************

  
  Alternatively, if your reason for cancellation is not listed under the Enhanced Refund coverage, you can reach out to the property with your request for a refund. If the hotel approves an exception, we would be more than willing to assist you with issuing a refund. Once you've secured approval from the hotel, you can initiate the cancellation by visiting: ********************************************** and following the prompts.

  
  We hope this clarifies your concerns.

• Initial Complaint

  08/03/2024

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  Booked hotel on August 3rd for one night stay, realized with weather and tropical storm that has parts of ******* under hurricane watch that making it there would be unreasonable so tried to cancel Was told that the refund was non refundable even with the extraordinary weather and they would keep the money and not provide any refund.I understand a full refund might not be possible but under the circumstances even a partial refund considering the state of emergency conditions across ******* at the moment is reasonable

  

  Business response

  08/06/2024

  Hi *****,

  Thank you for taking the time to share your feedback about our cancellation process. We're dedicated to ensuring your satisfaction and are here to address any concerns you've encountered.

  It looks like your booking was made under a non-refundable policy, which generally limits modifications or cancellations.

  In light of these circumstances, we are willing to consider an exception in this case. Our Support team has been notified and will initiate contact with the accommodation and travel partner to request for a complimentary cancellation on your behalf. They will update you promptly on any progress.

  We're here to assist you in the best way possible!

  Customer response

  08/06/2024

   
  Complaint: 22088398
  
  I am rejecting this response because: I was previously told by the business they were going to make an exception, then they turned around and said they contacted the hotel and couldn't make an exception.  They told me that they talked to ***** at the hotel and that is need to get the hotel to cancel and provide them proof.

  I called the hotel and they told me they had no one by that name, and that the hotel could not cancel it as I didn't book it thru them and that is need to contact your site as the payment was issued to you.

   

  If you are actually able to issue the refund this time instead of saying you are going to make an exception and then turn around and go nope, no exception then I can accept the solution.  Saying you are going to make an exception then doing nothing to get me a refund is not a solution 
  
  Sincerely,
  
  *****************************

  

  Business response

  08/09/2024

  Hi *****,

  We want to clarify that since your booking was made under a non-refundable policy, with limited options for modifications and cancellations, we will provide an exception to have our Support Team contact the hotel and our travel partner to advocate for a complimentary cancellation on your behalf. We always do our best to negotiate on your behalf, but sometimes our hands are tied.

  Our Support Team has already made every effort to request a complimentary cancellation. Regrettably, the hotel denied our request for a free-of-charge cancellation due to their strict policy with pre-paid and non-refundable bookings.

  If the hotel has agreed to make an exception, we kindly ask you to gather all relevant details from your communication with them, including the name and position of the staff member who assisted you.

  Once you have received approval, please initiate a cancellation, by visiting: ********************************************** and following the prompts.

  We trust that this information has addressed any doubts or concerns you may have.

  Customer response

  08/09/2024

  
  Complaint: 22088398
  
  I am rejecting this response because: They did nothing to resolve the issue and instead as I already mentioned in my previous response are literally copy and pasting an answer they gave me previously and trying to push the blame on someone else.  I already contacted the hotel who told me that since I did not book thru them, and I did not issue the payment thru them that the only person who could cancel it would be the company I PAID which is trying to blame the company.
  
  The hotel flat out told me that they cannot cancel a reservation I did not make thru them and that its at Super.com's discretion to issue a refund as they are the ones I paid, not the hotel.  
  
  I already said this in my previous response and said that this was what I was previously told by Super.com and the Hotel, so not only is Super.com not resolving the issue they are not reading the responses I sent and just sending template answers without actually reading what I am writing.  I paid Super.com, I cannot get the hotel to cancel my reservation as I did not book it, Super.com booked it on my behalf after I paid them and per the hotel THEY need to cancel it and/or process the refund
  
  
  Sincerely,
  
  *****************************

• Initial Complaint

  08/03/2024

  Complaint Type:

  Product Issues

  Status:

  Resolved

  More info

  Super.com continually hung up on me over the phone, continued to pre-maturly end chat, while I was trying to get our trip cancelled because *********** is under state of emergency.This is the opposite of helpful especially during a state of emergency because of a hurricane.Horrible customer service and they continue to not give me my money back even though TOS covers hurricanes under force ******.

  

  Business response

  08/05/2024

  Hi ******,

  Thank you for sharing your recent experience with our Support team. Your feedback is invaluable to us, as it guides our continual improvement and growth.

  It looks like your reservation was already past the grace ****** for refundable booking, making it non-refundable. This generally restricts modifications or cancellations unless authorized by the hotel.

  In light of these circumstances, we are willing to consider an exception in this case. We're glad to inform you that our Support Team has successfully managed to get a special approval for your refund on your booking. The full refund was processed back to your account, and it usually takes 3 - 5 business days to reflect. Processing times depend exclusively on the bank; therefore, you must reach out to them for an exact timeframe.

  We hope this helped and look forward to having the opportunity to serve you once more in the near future.

  Customer response

  08/05/2024

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

*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. ↩