ComplaintsforTravelCenters Of America

• Initial Complaint

  01/10/2024

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  ** ***** has an app that truck drivers use to activate diesel pumps. On Nov 22nd 2023 the app was compromised and my account was used in Chicago and Florida,both places that I had not been. ** ***** is aware of the flaw and have done absolutely nothing to reimburse me ($1470). Customer service will not transfer me to the appropriate departments. They will not email me anything that shows any progress in my case. They will not call me back or give me a timeline on when to expect resolution.

  Business response

  01/16/2024

  Hello Solomon,
  
  Thank you for inquiring about the state of your case.
  
  Per the original inquiry on November 28, 2023, we’ve taken the action of resetting your credentials for our mobile app. This is a great step to make your account more secure. Please, continue to update your password periodically to decrease risk but know that TravelCenters of America doesn’t store your payment information. Related to your payment card, if you haven’t already, please follow up with your fleet management or payment provider directly to dispute the charges.
  
  Thank you,
  TravelCenters of America

  Customer response

  01/21/2024

  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and have determined that this does not resolve my complaint.  For your reference, details of the offer I reviewed appear below.
  
  [To assist us in bringing this matter to a close, we would like to know your view on the matter.]
  
  Regards,
  
  ******* *****
  
  
  
  
   

• Initial Complaint

  12/12/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  I’ve been a long time customer of travel centers of America and it took me time and money to reach a platinum status. I then left the country and came back to find out that my platinum status is canceled and that they tried to tell me that they contacted me to cancel my status. It was a lie. They never contacted me by email or phone then when used their services to make sure one last time that I get emails still for use of services for purchase of fuel they seem to still get the emails out for that, but not that they were canceling my service , I’m upset that they canceled my platinum status after all that hard work time, effort, and money and will continue to let other drivers and drivers for our company know not use TA travel services because of this treatment. I think it is ******** and unfair that they canceled my platinum status after all that hard work drivers beware

  Business response

  12/14/2023

  The guest was contact by me. I explained the program to him and the guest is happy with the resolution.

  Thank you,

  Deborah ********
   Agent, Customer Service TravelCenters of America

  Customer response

  12/14/2023

  [A default letter is provided here which indicates your acceptance of the business's response.  If you wish, you may update it before sending it.]
  
  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. 
  
  Regards,
  
  ***** *******
  
  
  

• Initial Complaint

  12/06/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  called for road service and the guy from TA travel center came out to get me going in the process of working on truck he damaged my truck broke the fuel filters housing module which they did come the next day and replaced but they didnt get my truck back running left me on the side of the road for days then i had to get truck towed to another shop to find out not only did they break fuel filter housing they they damaged the ECM which is the computer brain of the truck reported the situation to corporate have spoken with general manergers district manerger and still no results i have photos along with videos

  Business response

  12/07/2023

  The District Manager responded on this>

  On 11/06/23 Customer called for road service, tech arrived on scene and primed the truck it started and then stalled again. As the tech was replacing the fuel filter the fuel filter then broke in pieces and he noticed that the housing was damaged this is what caused the filter issue. Driver had work done at a ***** prior to calling us. The housing was replaced by our site, but had to be ordered and this took a day. The driver was informed that there were other issues and it needed to go to the dealer. I had my Shop Specialist and Tech support look at this and they agreed that whoever had done the previous oil change had damaged the housing and that is the reason for it failing and being damaged, We had already fixed the issue prior to the repot from tech support. I explained to the customer that if he took it to the dealer and if we caused the issue, we would file a claim. The customer has refused this and had the truck taken to a local shop in ****** **. I and the Shop Specialist  explained what he needed to do and has refused to follow our request.  We have tried on our end to help the guest.

  Deborah C*******
   Agent, Customer Service TravelCenters of America

  Customer response

  12/12/2023

  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and have determined that this does not resolve my complaint.  For your reference, details of the offer I reviewed appear below.
  
  My rejection response to the response from the TA travel center first thing is they're not being truthful about everything I didn't not agree with taking the truck to a dealership I just didn't agree of me paying I think they should be responsible for all expenses from this point I've already had the truck towed off the side of the highway where they left me after they broke my truck they trying to blame ***** truck stop who has nothing to do with this they said whoever did a oil change on my truck before was who broke the housing but I just purchased that truck and hadn't had a chance to have oil change yet those were brand new fuel filters they didn't crumble he ripped them out I have photos aswell as videos to show you I also have a police report where it proves he damaged my truck why wouldn't they not charge me for a $700 road service call are even replace the housing with new one if they didn't feel responsible? My truck was running now it's not I just want my truck back running its been over a month now thank you
  Regards,
  
  ***** *****
  
  
  
  
   

  Business response

  12/14/2023

  The customer was contacted and let him know that we needed his truck to go to an authorized ******* ******* ***** so we can get proper diagnostics. He was also given  the an address and POC for the nearest one in ***********. At this time we have not been able to verify that that we are at fault.  It is currently at a repair facility that does not have the proper diagnostic equipment to determine why the ECM went out and they also stated that they believed it was caused by coolant, which we did not work with the cooling system.  We recommended taking to another facility to for further diagnosis but we do not believe that this has been done at this time.  The guest as also had a lawyer reach out to a TA team member, which we will have to refer them to the Insurance and Claims team.  This  may take extra time to resolve since we do not have the proper diagnostics.
  
  
  
  Thank you
  Deborah C*******
   Agent, Customer Service TravelCenters of America

• Initial Complaint

  12/01/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  My complaint involves TA ************, **. I travel the I75 corridor every week. I have been a loyal customer of ******* for years due to **** ******* and C****** ***** sit down restaurants. I usually reserve parking as most *******s have security to keep reserved spots open. Today Nov. 30, 2023 I made a reservation at 1723 hrs (5:23pm) knowing it would be late when I arrived around 10 pm. As I arrived in the lot I was met with a truck parked across ways in the driveway. As I attempted to navi**te past this truck a security shouted an obscenity at me in which I stopped my truck to step out to confront this person wearing a yellow security vest for ******* who ran away from me. I continued into the parking lot only to find the majority of parking spots taken. According to the ******* website site there was 23 reserved spots available. The reason I reserve a spot is due to me being 67 yrs old and disabled with COPD which means I need to be close to the building. The only parking spots available were literally in the very back of the lot. I also have a handicapped parking plaque but ******* does not care who parks in these spots and I have stopped asking it is too frustrating. They should remove the spots and take the fines for not having them because they allow anyone and everyone to violate it. I called and spoke to the manager, Ilisha? She stated if I found a spot in the back it's all she has. I asked about the 23 spots that free loaders were in. She stated security would be looking to have these free loaders to come in and pay. I asked why I even bothered reserving a spot as I reserved at 5:23pm thinking reserving early would help to reserve a better spot. Baaaahahahaaaa! Guess a**in! The security guard was a rolling lung cancer bomb and no help. After parking I walked .5 mile round trip to building. My watch stopped me numerous times due high heart rate and shortness of breath. I paid $25 for this privilege. I will never return to this TA a**in. I want a refund

  Business response

  12/01/2023

  The guest was called by me.  Told him we are sorry  what  happen to him . We refunded his money  for parking.  I also sent what happen to the guest to the managers of the site to let them know what happen so they can address the issues. 
  
  Thank you
  Deborah C*******

  Customer response

  12/01/2023

  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and have determined that this does resolve corporate of any further actions. However this does not in anyway resolve the issues in reference to reserved parking conditions at the TA in ************, **
  
  Regards,
  
  ***** ****
  
  
  
  
   

• Initial Complaint

  11/30/2023

  Complaint Type:

  Billing Issues

  Status:

  Answered

  More info

  On 11/19/2023 I was traveling home from NY to PA and stopped here to get food along the way with my husband and children. I ordered $126.57 worth of food. When paying via debit card my card processed the payment but the cashier told me his register timed out and showed I did not pay and he would have to re do the order. He redid the order and I had to pay again on a different card in the amount of $119. (We couldn’t figure out what he entered wrong that made the price lower). He gave me both receipts. The first one showing balance due $126.57 and the 2nd receipt showing I paid the $119. He told me this was a common problem as their systems are older and I would be refunded within 48 hours in the amount of $126.57. It’s now been over 10 days and no refund. I have called the restaurant over 100 time and no answer. I have left numerous voicemails on the manager line. I have contacted corporate who told me it’s a burgerking franchise so not much they can do for me. I have also disputed with my bank but since I entered my pin it’s not fraudulent. I can’t imagine how many other people this has happened to because no one can travel hours back for their money.

  Business response

  12/05/2023

  Thank you for letting me know what location this happen at.  Everything was forwarded to the site GM.  The guest was called by the site GM and a resolution has been made.

  Thank you,

  Deborah ********
   Agent, Customer Service TravelCenters of America

• Initial Complaint

  11/21/2023

  Complaint Type:

  Billing Issues

  Status:

  Answered

  More info

  TA is making a new development in business. Not a good turn for customers. I went to one of TA truck stop branch location at: TA Holbrook #**** **** ******* *** ********* ** ***** I made a in-store purchase to start the pump, and the cashier consciously or unconsciously charge my prepaid fuel card twice for my purchase of $465.84. This was not a big deal to me when I found out this... because I think I could just call back to inform the cashier about the double charge and she would just have her manager to fix this right away. I was completely shocked when when the same cashier who charged my card...when I told her what happened, she got upset and said; I got customers waiting on me right now, and my manager doesn't work on weekends, you have to call back Monday, and shs Hung up... when I called the card service they said, if you go back to the location same day , they should return the extra charge money to your card, but there was no one to help me there. Now since November 11th I spoke to three different managers at this location and none of them was helpful in getting me back my money upon till now. After talking to the card service today again, they said if a manager would just call us to authorize the return payment... we do it today, so I called back to the location, and the manager there told me that, the manager that you spoke to about your problem is on vacation and I can't help you... you will have to wait until she gets off vacation. This is what I called new development in TA . My truck number is *** and the purchase was made on November 11th, invoice # ***** ...IS ANYONE OUT THERE THAT KNOWS WRONG FROM RIGHT, AND CAN HELP PLEASE.

  Business response

  11/29/2023

  The site GM who was on vacation called the guest three times and we did everything in our power to help him as this was no fault of ours.  Guest has to contact   EFS and needs to dispute the charge, this could take up to 30 to 90 days.  The GM called EFS herself several times to check to see what had to be done and was told the guest he has to call  to dispute the charge.   The GM did address the issue with the attendants at the site.  We are sorry for the inconvenient . There is nothing else we can do at our end.
  
  Thank you
  Deborah ********

  Customer response

  11/29/2023

  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and have determined that this does not resolve my complaint.  For your reference, details of the offer I reviewed appear below.
  
  [To assist us in bringing this matter to a close, we would like to know your view on the matter.]
  
  Regards,
  
  ****** ******
  
  
  This is a sugar quoted lying, because if GM contacted a valued customer about a complaint to get it resolved, they would leave a message on my phone, and there was no message from this GM whatever. 

  When I called the card service and spoke to a representative there by the name of Janice, she asked me to tell the GM to just call them to authorize the return payment,  but she never did... INSTEAD someone there told me that she was on her vacation....lies...lies 
  
   

  Business response

  12/05/2023

  The guest was called by the District Manager. They came up with a resolution.

   

  Thank you,

  Deborah ********
   Agent, Customer Service TravelCenters of America

• Initial Complaint

  10/28/2023

  Complaint Type:

  Billing Issues

  Status:

  Answered

  More info

  Gas was advertised at $3.09 but was charged at $3.29. Brought this to the attendant’s attention but was told she was unable to change the sign and that the pump price was correct. When I said that wasn’t fair, she told me she didn’t know how to refund me and couldn’t get in touch with anyone that could tell her how to do so. I would like a refund of the overpayment. I don’t think it’s lawful to advertise one price and charge another

  Business response

  10/30/2023

  ******  was happy to hear from us and that we had a resolution to her problem.
  
  Thanks
  Deborah C*******

• Initial Complaint

  09/16/2023

  Complaint Type:

  Billing Issues

  Status:

  Answered

  More info

  I drive a company truck and needed roadside assistance. A coolant hose began to leak and I lost about 5 gallons of coolant , and saved 2 gallons when I removed the damaged hose. My employer requested they bring me 10 gallons of coolant and I explained what hose I needed but explained that I’ve already put a new one on I just didn’t cut to size but to bring correct one just in case. The driver sent me his location when he left TA telling me he was 36 miles away. It took just under 30 minutes and 2 employees showed up. I could not believe that they charged 2.70 hours labor for what took 20 minutes to fill coolant and put hose on. I kept watching because it was a very hot day and didn’t understand what they were doing. I asked them where my coolant went and they told me they won’t reuse coolant because it was contaminated. That was untrue because they did not realize I watched them pour it in. They charged for the 10 gallons they brought but only used 6 of the ones they brought. The whole time including their drive there and back was 1 1/2 hours. And I’m being generous here. I made sure to tell my boss that they didn’t use all of the coolant , and that they took so long pouring in the coolant I have proof to support this. When I was told the amount my boss paid I asked him to send me copy. This is when I called them asking to explain the 2.70 hours and his recollection made no sense. I told them they did not use 10 gallons of coolant,but charged for 10 which I can also prove. I requested that they adjust bill accordingly and was told he would but they never did. They charged $877.24 for a bill that should have been $592.39 if they were being honest. Without even providing proof, one needs to ask how 2 guys took 1.70 hours to fill coolant and screw on 2 hose clamps. Roadside need to remember these trucks with the dash cams and spare them the consequences.

  Business response

  09/20/2023

  The guest was contacted by the manager of the site and it was discussed that no compensation will be given.  The GPS reports are accurate and the mechanic followed all policy's on the service call.

  
  Thank you,
  Deborah C*******
   Agent, Customer Service TravelCenters of America

• Initial Complaint

  09/05/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I got oil pan bolts replaced a a west Virginia TA mechanic in west Virginia drove 200 miles to find out bolt was loose and my truck was spraying oil immediately took it to another ta they informed me of the stripped bolt and ta towed my truck to freightliner approved the work that was needed now the truck is fixed with an 8000 dollar bill and ta has refused to pay the bill that they approved I've had no contact with them in about a month my only recourse is to sue because this company doesn't honor its mistakes or quite frankly pay it's bills for damage one of its techs caused

  Business response

  09/18/2023

  The guest was contacted and an agreement has been made.
  
  Thank you
  Deborah C*******
   Agent, Customer Service TravelCenters of America

• Initial Complaint

  08/23/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  I have had a very bad experience with TA ultraone points. I am member from last one and a half year. It took me one and a half year to reach at the platinum. I think 1-2 days before this incident i become platinum member. These TA Ultraone guys suspended my account with no reason. They are keep saying you did card sharing you did card sharing without hearing the truth. I can proove you guys wrong. Without informing me no call no email no message they suspended my account saying that you were filling too many gallons. So what? Should i drive without diesel? If i have to start my shift and their is TA or Petro pump nearby or according to our schedule i fuel from same pumps usually what is wrong in it?? They are keep saying card sharing card sharing whereas the card is at my home in the drawers in canada, nobody knows nothing how much money or points i have in my account. Nobody knows the login credentials then how you guys can say card sharing? Very easy for you guys to suspend an account by saying card sharing but atleast ask that poor guy who spent almost one and a half year to acheive platinum. I can proove you guys that i filled up the tanks every time in the starting of my shift by sending you the ELOG screenshots according to the DOT requirements. What else you guys want me to do? I am really very much disappointed. I had 24949 points in my account at platinum gear. Need those back please. Sending you some screenshots from my log book. If you need more i can provide that too.

  Business response

  08/25/2023

  Guest was called and he is happy with the resolution. 
  
  
  Thank you
  Deborah C*******
   Agent, Customer Service TravelCenters of America

  Customer response

  08/25/2023

  [A default letter is provided here which indicates your acceptance of the business's response.  If you wish, you may update it before sending it.]
  
  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. 
  
  Regards,
  
  ****** *****
  
  
  

*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. ↩