Convenience Store
EG America, LLCHeadquarters
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Complaints
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Complaint Details
Note that complaint text that is displayed might not represent all complaints filed with BBB. See details.
Initial Complaint
12/24/2024
- Complaint Type:
- Product Issues
- Status:
- Resolved
Purchased 12 dollars in gas, they held $100 dollars in my account and refused to release it without saying they were going to hold the money befire hand.Business response
12/26/2024
The guest called in December 24, 2024 in our Helpdesk. His complaint was about a process that is not covered by our team and was informed the best option he can do. He was not happy of the the process. I took the call personally and informed the guest of the situation. He mentioned that he understood our limitation but was not happy about the business protocols.Customer response
12/27/2024
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
12/16/2024
- Complaint Type:
- Service or Repair Issues
- Status:
- Answered
They refuse return and refund.I purchased a car phone charger on Dec 12th. It was not working and I went back to return on Dec 13th along with the purchase receipt. They told me they can't take it back as manager is not here and asked me to come tomorrow. Then they said they don't know when manager will be here so try next week. They didn't give any confirmation if and when they will process my refund.Business response
12/30/2024
Hi Team,
We have reached out to the guest December 16, 2024 and we have forwarded the information to the store where the incident happen. Resolution will be provided to the guest from the store where the incident happened.
Customer response
12/30/2024
I heard back from the company on Dec 16th wherein they asked for the purchase receipt and told me that they will update me in 24 hours. I submitted the receipt on the same day but I have not heard back from them since that time. So they have neither contacted me back nor have refunded the amount. I would still need your help to get my refund. Thank you so much.Business response
01/09/2025
Hi Team,
We have escalated the information to our 3rd party department. Thank you.
Customer response
01/09/2025
Complaint: ********
I am rejecting this response because: they have not taken any action to process my refund. All they have said is that they will reach out another department.
Sincerely,
********* *****Business response
01/10/2025
Hi Team,
We have taken steps to ensure that the situation is coursed to the ight team. We have sent the details and resolution will be provided. From our department the enquiry has been resolved.
Customer response
01/10/2025
Complaint: ********
I am rejecting this response because: they are still internally communicating with their team but have not provided any refund. They are giving general answers without providing refund.
Sincerely,
********* *****Business response
01/17/2025
Hi Team,
Issue has been escalated and resolution was provided to the guest.
Customer response
01/21/2025
Complaint: ********
I am rejecting this response because: Business has neither approached me nor refunded me any amount. The amount is still pending and I want a refund of my purchase.Also, their response is totally incorrect - No resolution is provided to me. I am not sure why would they write it like that when they have not done anything.
Sincerely,
********* *****Business response
01/21/2025
Hi Team,
We have responded to the guest and provided the resolution.
Initial Complaint
09/30/2024
- Complaint Type:
- Billing Issues
- Status:
- Answered
I had moved back to the area and had a new bank so I went on the smart pay app for instruction on how to update my banking details, it said to add a credit/debit card which I did. Now I think Im all set and proceed to use the smart pay app for purchases but then receive notice that they charged my old account which obviously got rejected. So now I have two separate charges, one of which is for 1.81 and they are trying to charge me a fee for $35x 2. I have spoken to ******* who has no reasonable answer for this and informs me there is nothing they can do and to speak to ***** **** which is a joke because they are just a debt collector and are also quite rude. I called ********** ***** who informed me theres nothing they can do and I need to call *******! Needless to say I am extremely frustrated and dont know what to do but I know I will never do business with this company again!Business response
10/15/2024
Guest Services has sent a response to this guest regarding their experience on 8/7/24 via phone call. We are currently awaiting a response from the guest so that we can forward this over to the appropriate personnel for further handling. Thank you!"Customer response
10/20/2024
This company is currently attempting to find a resolution to my issue and is still in process.Initial Complaint
09/04/2024
- Complaint Type:
- Customer Service Issues
- Status:
- Answered
Cumberland Farms rewards program is handled by zip line. I have tried twice to log into my rewards app to get the discount at Cumberland Farms for gas and other purchases. I have received an error message on the app that says invalid pin four times and then it goes to your account is on hold and call customer service. This happened a week ago. I called customer service. Explain the issue they fixed my account so it was no longer on hold. I explained the error and the representative just kept repeating the same thing saying your account is no longer on hold. The same thing happened at a different location and the app is not allowing me to put in a pin. It just keeps coming up with an instant error and then put my account on hold. I tried calling customer service and it said no one is available and it hung up on me. I tried four times and this consistently is happening . To Cumberland Farms to get assistance so I can continue to get my rewards. I Pay the higher price at Cumberland Farms a week ago. And today I had to go find another gas station to get a better deal. I was unable to make my in-store purchases as well. I would like this app to be fixed. I would like a phone call telling me its fixed so that I can enter my pin without automatically saying invalid pin. I would like a gift card as well since customer service hung up on me four times and was unable to resolve this issue, even though they are open according to their website.Business response
09/04/2024
Guest Services has sent a response to the guest regarding their experience on 9/4/24 via phone call." We are currently awaiting a response from the guest so that we can forward this over to the appropriate personnel for further handling. Thank you!Customer response
09/04/2024
********** ********
I am rejecting this response because: I received a call from Cumberland Farms explaining the issue at hand. I am waiting to hear if a credit or gift card will be awarded due to the inconvenience that has caused me to go to other locations for service and pay higher costs at Cumberland Farms when the app did not work for my discount.
Sincerely,
***** **********Customer response
09/17/2024
I am wondering if the vendor has resolved the issue with the app and can I receive a refund or reimbursement for the extra funds I paid since the app was not working I could not get my discount
I have not heard back from the business regarding this
Business response
10/24/2024
"Guest Services has sent a gift card via mail on 10/24/24 Please Close"Initial Complaint
08/05/2024
- Complaint Type:
- Billing Issues
- Status:
- Answered
On Sunday July 21nd around 8:30 AM I was filling my gas tank at the Cumberland Farms lcoated at ********************************. When I was done filling the gas kept flowing, because the trigger was stuck on. I tried to stop it, but it would not work. I ran in side and they did an emergecy cut off. Gallons of gas were dispensed before it stopped. I got gasoline all over myself and my clothes. I have contacted Cumberland Farms multiple times to try to get a refund for the extra gas and they have ignored me. I also do not know what they have done to remedy the situation at their location.Customer response
08/05/2024
Please see receipt attached.Business response
08/05/2024
***** Services has sent a response to the guest regarding their experience on *7/21/24* via *email*. We are currently awaiting a response from the guest so that we can forward this over to the appropriate personnel for further handling. Thank you!Initial Complaint
07/22/2024
- Complaint Type:
- Billing Issues
- Status:
- Answered
I used the NEW Cumberland Farms app which denied a purchase because it could not find my debit card information. I paid cash instead. A couple of days later my bank account was charged by Cumberland Farms an over draft fee of $30 and $13.72 for the items. They will not reimburse me. I have the cash receipt in hand. ************************* - ************Business response
07/25/2024
***** Services has sent a response to he guest regarding their experience on *7/25/24* via *email and phone call*. We are currently awaiting a response from the guest so that we can forward this over to the appropriate personnel for further handling. Thank you!Initial Complaint
07/22/2024
- Complaint Type:
- Billing Issues
- Status:
- Answered
This company charge my LYFT Direct Debit card for the amount of $123.74 on July 4, 2024 at 3:27 AM for gas.The issue is that I never been to this gas station.I tried many times stopping the payment while it was on hold and the Banking Company for the Card: Payfare, said they could not do anything.I called the company of the brand Kroger and someone in accounting gave me the address, since on my bill all that appears isn the number for the location: 0092 When you look up the location it doesn't exist.I simply want my money back !!!!Thank youBusiness response
07/25/2024
***** Services has sent a response to the guest regarding their experience on 7/3/24 @11:22am via *email. We are currently awaiting a response from the guest so that we can forward this over to the appropriate personnel for further handling. Thank you!Initial Complaint
07/18/2024
- Complaint Type:
- Product Issues
- Status:
- Answered
Issue with being charged for an iced coffee despite being told in the app I had five free drinks. Called customer service and spoke to ****. She refused to give her last name. Refused to transfer me to John C**** to get issue resolved. Still have not received call back.Business response
07/30/2024
Guest Services has sent a response to he guest regarding their experience on *7/19/24* via *email
and phone call. We are currently awaiting a response from the guest so that we can forward this over to the appropriate personnel for further handling. Thank you!
Initial Complaint
07/12/2024
- Complaint Type:
- Service or Repair Issues
- Status:
- Resolved
Cumberland Farms recently updated their online app. I noticed that the bank account information on the app is now incorrect.I called the number on the app and was told my information is correct in their computer system so i would have to call Cumberland Farms Corporate number. My call has been disconnected 3 times for a total time wasted of 56 minutes. It is impossible to get through. Meanwhile, someone else has been charged for a purchase that I made! (Inadvertently)June 11th was the last time that my bank account was charged. So the last 2 purchases went on someone's account.Business response
07/12/2024
Guest Services has called the guest about her experience on 7/11/24.This has been handled with the guest so response needed.Customer response
07/15/2024
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
05/28/2024
- Complaint Type:
- Product Issues
- Status:
- Answered
I purchased gasoline at the pump with a debit card at this store on May 1. At that time a pre-authorization against my card for 100$ was placed. Since then the actual total, 30.08$ has cleared, but I still have a pending 100$ transaction. This has also caused me overdraft fees.Business response
05/29/2024
Guest Services has sent a response to the guest regarding their experience on 5.28.24 via email. We are currently awaiting a response from the guest so that we can forward this over to the appropriate personnel for further handling. Thank you!
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Customer Complaints Summary
46 total complaints in the last 3 years.
14 complaints closed in the last 12 months.
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