Complaints

• Initial Complaint

  03/10/2022

  Complaint Type:

  Sales and Advertising Issues

  Status:

  Answered

  More info

  On March 8th, 2022 I used the smart pay app at Cumberland farms like I do every week and I got information back that my account had been sent to a collection agency (CHECKredi) saying I owe them $73.89 for the gas that I purchased plus a fee of 35.00 to total $108.89 even though I have the funds in the account. I have no problem paying for the gas that I purchased but the lack of communication from Cumberland farms is absurd and to be sent to collections without any notice or even a chance to try and fix the problem is atrocious. I can't believe that a company would do such a thing.

  Business response

  03/22/2022

  Business Response /* (1000, 6, 2022/03/14) */ Hello, The guest services department reached out to this guest in regards to her concerns on 3/14/2022 at 11:07am. We have sent her an email to her email on file with us in order to get this addressed.

• Initial Complaint

  03/07/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I receive gift cards from my children for Cumberland Farms because I buy my coffee there. Today, and on two other occasions as well, I tried to use my gift card for my purchase at Cumberland Farms in East Brookfield, MA. I was told they were not accepting gift cards for payment. They don't give a reason, they just say I cannot use it. The card has been paid for. They already got their money. I should be able to use it the same as cash. I feel that this practice is not legal, and they should not be able to reject gift cards that are still worth money. Thanks for any help you can give me to resolve this problem.

  Business response

  04/08/2022

  Business Response /* (1000, 5, 2022/03/07) */ what kind of gift card were you trying to use. Consumer Response /* (3000, 7, 2022/03/09) */ (The consumer indicated he/she DID NOT accept the response from the business.) We did not get a response, but on this page it says the they responded to you by asking "What kind of gift card was it." I,m not sure how to get the answer to their question to them, seeing as they did not ask us directly. The answer to that question is it was a Cumberland Farms gift card. This is the third time they have refused to let me use a gift card issued by their store. The clerk would not even swipe it through, so they can't say the card wasn't working. Business Response /* (4000, 9, 2022/03/09) */ Not sure why a store would refuse to take our our gift card as payment. Will be passing this on to the district manager of this store to look into this issue to correct the problem.

• Initial Complaint

  02/17/2022

  Complaint Type:

  Sales and Advertising Issues

  Status:

  Answered

  More info

  On 12th February I used the Cumberland smart pay app to get $35 of fuel. Today 16th February I received an email telling me that the amount was returned unpaid by key bank. The amount has also been sent to checkredi for collections and they also want a $35 fee on top of the fuel amount. I have recently changed from Keybank to TD bank and forgot to change the smart pay details to my new bank. I have made phone calls to checkredi who were useless, called nichole at biz line who couldn't help, left a voicemail at cumberlands asking for help and just sent Cumberlands an email. It is 4 days since I got the fuel and the first I heard of a problem. They have given me no opportunity to get this sorted out but simply sent this to a debt collection agency. There is no opportunity to simply settle the mistake I made by not updating my bank details. I closed key bank in January so I also don't understand how the payment was authorized at the pump through the app. Every other business gives customers some flexibility to sort misunderstandings but 4 days being sent to collections is unbelievable. This has made me angry and upset at being treated like a criminal through a simple mistake.

  Business response

  04/01/2022

  Business Response /* (1000, 8, 2022/03/04) */ Hello, Guest Services reached out to this guest on 2/25/22 in regards to his concern and was able to resolve the issue with the guest. Consumer Response /* (3000, 10, 2022/03/04) */ (The consumer indicated he/she DID NOT accept the response from the business.) Guest services did not reach out to me. I called several people including checkredi to rectify this and was left feeling angry and upset. I eventually got through to a lady at guest services after a few emails and phone calls. She told me she would try to get the $35 fee waived and called me back the next day to confirm. After only 4 days between the gas purchase and creditor emails I was left feeling like a criminal. Checkredi hounded me for payment and we're utterly rude and disrespectful to deal with. I paid my $35.22 gas bill as soon as possible after all of this mess. This shouldn't have got this far if Cumberland farms had just contacted me to tell me the problem without sending the problem to a company backed in Kentucky after 4 days. I was put through needless stress, worry and anxiety with such a trivial problem which could have been dealt with another way. Hello would like some sort of compensation after being treated in such a bad way after being a loyal customer. Business Response /* (4000, 13, 2022/03/11) */ When customers signup they are made aware that is he funds are not in their account that they would be charged a collection fee. Consumer Response /* (3000, 15, 2022/03/14) */ (The consumer indicated he/she DID NOT accept the response from the business.) I set up this account way back in 2017. I don't remember seeing this and certainly don't check terms and conditions on a regular basis. I have been a very good loyal customer with zero issues. The way this was handled made me feel like a criminal whom doesn't pay his debts. You could have reached out to me first to let me know there was an issue and I would have settled this straight away. You decided to send this issue to an external debt collection company who hounded me by phone call, email and text. I am a former Army soldier and Police Officer and never rip anyone off, get into debt or cause problems. I am hurt, offended and generally let down by the way your company handled this and feel sorry for other honest people who you upset.

*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. ↩