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Initial Complaint
01/13/2023
Complaint Type:
Service or Repair Issues
Status:
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.
My 2022 truck Ford F750 was fueled 43 gallons in 50 gallons tank (about 80%) at TA and after fueling in about 30-40 miles problems started: "Fuel pressure low", then "Reduced engine power", then "exhaust filter to clean" and of course check engine became on. The speed was a maximum 60 mph, then 45 mph, and slower and slower. We went to ****** truck stop in Aurora, NE for service, but they were too busy until the next day afternoon, so we continue to drive until the next opened shop in Grand Island, NE 68803 - *********** ***** *** **** ************. They replaced the filters and cleaned the fuel lines - all codes are gone. They advised it was either a bad fuel OR not winterized fuel which thickened due to low temperature. The product we fueled was labeled as WINTERIZED. We lost 10 hours of trip time and $717.85 in repairs. We could lose freight, which could cause a loss of thousands of dollars. The freight was delivered late, the penalty of $1,000 was applied by the broker. We are looking for reimbursement of these expenses due to poor quality diesel. TA and Petro are 90% of all our fueling via TCS card, but we never had problems before. Date of fuel 1/7/2023. Time 9pm. Place: TA Council Bluffs, IA The business replied that their fuel was good and they cant help with anything,
Business response
01/20/2023
We checked fuel, No debris or sediment in fuel, No water showing by water test or on veeder root. Also we sell tens of thousands of gallons fuel each day, if we had bad fuel we would have Hundreds of trucks broken down on side of highway. We also Winterize all of our fuel to keep them from gelling in Tank and as we dispense the fuel however the tanks on vehicle are in direct contact with wind and extreme weather and drivers add other additives to insure they don’t have gelled fuel in extreme weather

With that being said we are not at fault and not responsible.

The District manager Spoke with driver, he said he has a 60 gallon tank and fuels when down to 20 or below. He buys fuel from different places.

Thank you
Deborah C*******
Agent, Customer Service TravelCenters of America
Initial Complaint
12/22/2022
Complaint Type:
Service or Repair Issues
Status:
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.
12/22/2022 For a Shower, paid $16.00 -Shower #7- was absolutely filthy with rust,dust,dirt & BLACK MOLD EVERYWHERE. It appeared to not have been cleaned from the individual who paid & used before I paid & went in to use myself.I spoke with manager along w/ showing her pics I took,she acknowledged that she was aware of the situation. Offered no refund of any kind. Asked why she would even have this open to the public in this condition? I was told its a new turnover of employees including herself & they are getting around to redoing it. I asked how long they have had this plan, I was told a couple months already. At the very, very,very least should be coloroxed & scrubbed down,multiple times.The black mold everywhere is the main concern for this complaint.
Business response
12/23/2022
There is no location listed. I cannot open the heic files.
The guest was called and I left a message to call me back to let me know which location this happen at. I called again in the afternoon and the voice mail is full.
I am requesting what location the guest was at , so this can be properly handled.

Thank you,
Deborah ********
Agent, Customer Service TravelCenters of America
Initial Complaint
12/16/2022
Complaint Type:
Billing Issues
Status:
Resolved
The complainant verified the issue was resolved to their satisfaction.
On November 13, 2022, I stopped to gas up at the TA/Shell gas station in ****** ****. I put my card in a gas pump and the pump would not work. I hung up the gas pump multiple times. The screen to make a selection would not work so I drove to a different pump. When the next customer who went to that unresponsive pump used it, their gas charge went onto my card. I immediately contacted the gas station and was told to call ***** customer service. I called customer service and an automated message told me to file a dispute with my bank. Which I have done, with no results. The stranger at the TA/SHELL station charged $59.28 to my card. I just want it back. I would even be fine with ***** credit in that amount. If you need the exact time of the transaction to look at your camera, I can find that for you. It is evident through my body language and actions that I did not pump this gas.
Business response
12/19/2022
I talked to the site manager and can you have the customer send us documentation showing she was charged $59.28 for that transaction and documentation of the transaction of her fueling at the second pump at this site on November 13,2022.

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

Customer response
12/19/2022
[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
12/14/2022
Complaint Type:
Billing Issues
Status:
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.
I joined ***** one years ago and used there services daily to gather loyalty points. I used them almost daily to earn as much as I can. I worked very hard to get my $438 dollars and was so excited and proud. I became very sick and went on short term disability and couldn’t work and struggled very hard but I finally came back today and when I went to use my ***** card not only did they deactivate it but they took my hard earned money off it for not using it for 6 months or so. I’m heartbroken over this. I worked so hard to earn this and I became disabled for this short time to losing it all. It was out of my hands. I worked very hard and was very devoted to using only TA to achieve this and all taken away from me ?
Business response
12/21/2022
The *****ONE Loyalty program is in place to reward loyalty guests as they visit TA, ***** Stopping Centers and TA Express locations. *****ONE gives it’s members many opportunities to earn and redeem loyalty rewards at any of our nearly 300 locations. We have been made aware of the details of Mr. *******’s situation, and will continue to monitor as he gets up and running through his Fleet.

Like all loyalty programs, *****ONE rewards can be earned and redeemed for active members. Members of the *****ONE program are able to remain active by visiting a TA location to complete any loyalty related transactions. Unfortunately, due to the circumstances of Mr. *******’s situation, his *****ONE account went inactive and therefore his account balances were reset.

As previously stated, TA will continue to work with Mr. ******* as he regains his status and is back on the road.
From the Marketing Manager – Customer Engagement | TravelCenters of America

Thank You
Deborah ********
Agent, Customer Service TravelCenters of America
Customer response
12/28/2022
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.

I have never dealt with a more cruel company as I’ve experienced them with this company. After reading something like this where you took money that was hard earned especially from a temporary disable American show to everyone what your about. I will never stop fighting this and fighting for the money that was taken from me. I will continue to complain and commit to my one cause now and that is to not only get my money back but fight for others who have had the same thing done. I WILL NEVER STOP this mission of mine to recoup what was taken from me unfairly and TRAVEL CENTERS OF AMERICA should be ashamed of what was done taking $430 from a person disabled at the time. Our paths will cross many times till I receive my money back.

Regards,

********* *******

Business response
12/30/2022
Mr. ******* was contacted by phone on December 21, 2022, to discuss the circumstances related to his situation, as well as the official rules of the *****ONE loyalty program.

It was mentioned that we would not be adding the requested points to the account.
Rewards program Rules as listed below>

*****ONE-professional-driver-official-rules-10-14-2022.pdf (ta-*****.com)

Expiration of *****ONE Points

1. *****ONE Points, and any special offers or other rewards of any type existing in a member’s account, will automatically expire if no activity is recorded on an account for a period of 180 consecutive calendar days, and the members account status will then be set to inactive. Activity is defined as a Certificate being printed or *****ONE Points being added via a qualifying purchase. In order to earn and redeem *****ONE Points, an account must be active. An account can be reactivated by contacting *****ONE toll-free at 1-800-632-9240.

Thank you,

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

Customer response
01/04/2023
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.

I find this response disgusting, you stole points from me while I was disabled with COVID near death. When I applied for the card it was in front of one of your facilities at a table outside manned by your employees and I never received or never even saw that. And thirdly you think that is appropriate to do to one of your loyal customers that was on disability and had COVID near death? Shame on you and I Promise you either give me my money (points) back or I will dedicate my entire life existence fighting LEGALY and thru every means possible to spread what you guys did. I would highly consider reversing your decision. It would be a wise corporate decision before EVERYONE in the USA knows what kind of company you are.

Regards,

********* *******
Initial Complaint
12/09/2022
Complaint Type:
Customer Service Issues
Status:
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.
Was needing fuel and outside display showed diesel at 3.29 but pumps showed 4.89 which seeing the display at a low price i went inside to speak with management and they basically blew me. Off as if it not there problem. And didn't even want to give me a upper management or a phone number to call to deal with the false advertisements. As well as one of the workers had made a comment about sleeping with my mother who as well past away earlier this year
Business response
12/19/2022
What loaction is *** ******* at? I did not see a location.

Thank you
******* ********
Agent, Customer Service TravelCenters of America
Initial Complaint
11/24/2022
Complaint Type:
Service or Repair Issues
Status:
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.
Offers paid reserve parking. Fails to honor it, employees say its policy that they aren't allowed to kick people out.
Customer response
11/30/2022
I apologize. I would like a full refund for the parking reservation I made. These companies are making promises and guarantees they do not intent on full filling. Something needs to be done about this. It's false advertising.
Business response
12/07/2022
The manager has tried to contact Mr. ******** three times plus e-mailed him. Everytime the manager called it rang and he could not leave a voice mail due to the voice mail is full. Is there another phone number to call to reach the customer?
Thanks,
Deborah C*******
Agent, Customer Service TravelCenters of America
Business response
12/08/2022
The manager made contact with Mr. ******** and this has been resolved.

Deborah C*******
Agent, Customer Service TravelCenters of America
Initial Complaint
10/21/2022
Complaint Type:
Product Issues
Status:
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.
I am a small business owner. *********** ********, LLC. I went to TA Petro a few weeks back. The services I received were extremely questionable. I was intentionally overcharged. When the representative was made aware, instead of reversing the charge, my company was given store credit instead of the money charged. Not official credit, just something written over my receipt. It was not even an option to have my money returned. My truck was damaged. Which cost over $1500 to have repaired. After TA Petro was made aware, they proceeded to blame my company and trap me in limbo instead of standing by their product and services. Just totally unprofessional and sketchy practices. I did not receive the services they charged my company for. They should not be allowed to get away with this.
Business response
10/24/2022
This case has already been reviewed by the managers and **** ** ****** sent a response to this with a phone number the customer can call to.

Thanks

Deborah ********
Agent, Customer Service TravelCenters of America
Initial Complaint
10/18/2022
Complaint Type:
Product Issues
Status:
Resolved
The complainant verified the issue was resolved to their satisfaction.
Wednesday 10/12/22 I went to TA center 13011 old hickory boulevard , in between 7 to 7:30 pm , i bought three slides of pizza In that gas station , I come back to work , I check the expire date on the pizza slides And I notice that the date was expire in all of them , I got a picture of it , all of them were expire by 10/12/22 4:58 pm with the hour on the paper they were involved , but the people that work on TA CENTER gas station , they mark with a pen the expire hour , trying to hide it , and they put another hour 8 pm , just to sell it even when they are suppose to throw it away, I went back to the gas station and I claim to the cashier , I told him that that food was expired , that happen like 8 minutes after I bought it There , and he told me that he can’t take food back , and I say , ok, I don’t need the money , just gave me something to eat as exchange , and he refused , saying the same , “ we can’t receive food back once you bought it already “ and I say , well I’m losing my lunch time cause I was at work , I’m losing 11 dollars ( I have picture too ) and now I’m still hungry , I say “ you now what? Just keep it “ And I left , I did return the pizza to the cashier , but I didn’t eat it at all , so I pay 11 dollars nothing basically , and they didn’t respond to me or trying to find a resolution for me At all , so I went back to work I reporting this today’s day because I didn’t know that I can report this , but i have pictures of the slides pizza and you can see the expire date on it with the hour , and you can also see how they mark it and change the hour and put another hour ( 8 pm ) And I have the picture also of the money they charge me. So I don’t need the money back , that’s not my intention , but I didn’t eat anything that they because of them , that’s my main reason why I report this
Business response
10/19/2022
The customer has been called by the manager and this has been resolved.
Thank you
Deborah ********
Agent, Customer Service TravelCenters of America

Customer response
10/20/2022
[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
10/13/2022
Complaint Type:
Service or Repair Issues
Status:
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.
On 10/4/2022, the 2018 Freightliner Semi truck for ******* Trucking was brought in the service bay for service at the Lake Station, IN location for repairs and service. What consisted of those repairs/service was an oil change, oil pan gasket replacement, and a Department of Transportation inspection - which can be referenced on work order # *** ******. That same night, after the repairs were completed, while driving, with a loaded trailer, the semi truck completely shut off, and ALL the oil was draining from the engine. The driver was stranded on the side of Highway 80, in Ohio, late night 10/4/2022. Due to the location and the inability to move the semi, a tow service needed, and be paid for, and towed to the closest TA, which was 8834 Lake Rd, Seville, OH 44273. The TA was aware that the semi was broken down and organized a tow from the side of the highway 80 to the TA in Seville, OH. Upon inspection at the TA in Seville, OH, it was determined that the damages were caused by faulty gasket and repairs that were conducted at the TA in Lake Station. The TA in Seville, were unable to repair the semi due to the extent of the damages - and potentially looking at an engine rebuild. Seville, OH location being unable to complete any repairs of that severity, they advised of a repair shop that specializes in the repairs that were needed - which is **** ******** at **** ********** *******, Brunswick, OH. The semi truck arrived at **** ******** on 10/5/2022, where the extent of the repairs have shown that damage caused by faulty repairs are extensive. At this time, there has been a loss of revenue, tow fees, and repairs costs that have been incurred, and downtime of the semi. We have been in constant communication with Josh ******, who is the Customer Experience Supervisor at **** ********, who has been trying since Monday 10/10/2022, to get in contact with a manager or supervisor who can authorize the repairs, since it is covered under the repair warranty of TA.
Business response
10/14/2022
We have made contact with the customer, and we are actively investigating the claim and will stay in contact with the customer through the claims department.

Thanks
Deborah ********
Agent, Customer Service TravelCenters of America
Initial Complaint
10/09/2022
Complaint Type:
Customer Service Issues
Status:
Resolved
The complainant verified the issue was resolved to their satisfaction.
These truck stops offer a reservation service that you pay 20.00 dollars to park your truck for the night. Guaranteed parking no need to worry. When we arrived all the spots were taken and not paid for (confirmed by manager) but they refused to honor that Guarantee. Truckers are bound by federal laws stating that we can only drive for 11 hours a day. So we paid for a spot, didn't receive spot, forced to violate logs to go somewhere else because they didn't honor their Guarantee that I paid for. This happens with TA Petro Flying j pilot all of them
Business response
10/14/2022
The customer was called by one of our district managers. They discussed the issue and we will address the issue.

Thank you,

Deborah ********
Agent, Customer Service TravelCenters of America
Customer response
10/14/2022
[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,

****** ********

Ps. At this point they are working on a solution to this issue. It was acceptable, as I told the district manager I wasn't out for money. They offered a refund, actually more I refused and asked for the problem to be addressed. He agreed.

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