Gas Station
TravelCenters Of AmericaHeadquarters
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Complaint Details
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Initial Complaint
10/07/2022
- Complaint Type:
- Product Issues
- Status:
- Answered
I purchased bad fuel from the TA in Dexter mi causing severe damage to my semi truckBusiness response
10/10/2022
This was sent to the Claims Adjuster, Insurance and Risk department. The below statement is what was sent to me about this matter.
The Veeder-Root printout for the day in question, does not show any issues with fuel in any of the underground tanks. Fuel samples taken did not show any contamination. If one of our 20,000 gallon tanks has contaminated fuel, we would have dozens of complaints. The site has not had any additional fuel complaints.
There is no evidence to show an issue with diesel fuel at the site, therefore the claim has been denied.
Thank youDeborah ********, Customer Service.
Initial Complaint
09/26/2022
- Complaint Type:
- Customer Service Issues
- Status:
- Answered
I was buying a new gps so I called TA and asked about the garmen 810 I was told yes they had it $599.99 so I came over and hr to be told while ringing it up it was $699.99. I refused and never got loud or belligerent as I requested to called their manager. The employee called on ******** and spoke to the store manager while both people thought the situation was funny I even watched the employee turn her phone so the manager could see me then saying no that (he’s trying to get the gps for free). So I’m still standing at the end of the counter waiting on some resolution while the four women stood at the other end loudly laughing at me then had several customers looking doing the same while a couple other people left their items and left. This heavyset blond kept yelling it wasn’t her fault the items were priced wrong. Im offended and embarrassed being treated like trash so I contacted the TA customer service 3 times trying to speak to their district manager Josh who has refused to return my call when customer service told me all 3 times the matter was forwarded to this person. I was profiled I’m guessing due to being a driver with a lot of country in my voice.Business response
09/27/2022
The customer was called by myself and the District Manager. The DM will handle with the employees that were involved. He offered to refund/sell the unit at the difference and the customer declined. Customer is happy we reached out and apologized about the matter.
Thank you,
Deborah ********
Customer Service Travel Centers of America
Initial Complaint
08/19/2022
- Complaint Type:
- Service or Repair Issues
- Status:
- Resolved
The TA in Lebo KS installed the wrong size R & R Air Bag on 2 Aug 22. Reported this to the TA customer service on 15 Aug 22 and was told that the store manager would contact me within 24-48 hours. No CALL.. The attached documents are documentation of: 1) Receipt for repair completed at the TA - $364.23 2) Tow truck charge due to the truck being unable to drive - $644.00 3) Receipt for replacement of the incorrect R&R Air Bag - $293.19 4) Loss income due to wrong Air Bag being installed on truck and missing delivery date - $2638.56 Seeking total reimbursement in the amount of $3939.98. This is the second incident within the last 2 months where one of our trucks has been damaged by a technician at the TA!!Business response
08/25/2022
The location and one of the managers have tried to call the customer more than several times. One said the phone would ring twice and then disconnect I am not sure if the customers phone takes voice mails or is working. To date the customer has not called back any one that has tried to reach out to him.
Thank You
Deborah ********
Customer Service
Business response
08/29/2022
Our District 19 Manager called the customer and talked about the issue. After research The airbag for this tractor is according to International is a FLEETRITE airbag part number FLTA1R12432. It was checked through all the crosses for this and we replaced it with a part number of 9875 or W01-358-1191 which according to FLEETRITE are both direct crosses for their airbag that is OEM for this guests truck. According to the other repair facility they also had to replace a faulty leveling valve that we did not replace. We did not install the wrong airbag
Thank You
Deborah ********, Customer Service Rep.
Customer response
08/29/2022
[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
08/01/2022
- Complaint Type:
- Service or Repair Issues
- Status:
- Answered
I went to TA Truck stop in London, Ohio 940 US, US-42, London, OH 43140, on July 23, 2022 to change the oil for my truck and check the batteries, and after work was done, I paid the bill and. When I went to run the truck and found it broken, I went back to the cashier and told her about it, and she in turn called the mechanic to solve the problem. I was standing near him when opening the battery box, I saw that one of the wires was not connected. He took some time to repair it and started the truck on the condition that I do not turn it off again. I told him this is impossible. I refused to take the truck while it was in this condition, and then he called the police and they forced me to pull my truck from there. Now I have about 10 days and I am in Columbus, Ohio and I am waiting for the repair from the Kenworth dealer, and I spent a lot of money from that day i spent more that $3000 towing mechanic and another towing to the dealer hotel etc, also I have to pay to dealer after repair all this happened because of the mistakes of this site and the workersBusiness response
08/03/2022
At this time we cannot make any determination on his complaint, until we hear from the dealership. The site manager has been in contact with the customer and dealership about this matter. The claims adjuster will also be reaching out to the customer and dealership. Correspondent should be between customer and site manager and the claims adjuster.
Deborah ********Customer response
08/11/2022
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.
Good morning My issue still not resolvedDealer Repear bill and hotels TA travel center still not pay me
Regards,
****** *******
Business response
08/11/2022
Hello,
Our investigation is nearing its completion and we do not see fault with our workmanship. The customer will be contacted soon.
Thank you
Deborah ********
Initial Complaint
07/27/2022
- Complaint Type:
- Service or Repair Issues
- Status:
- Answered
On July 18 there was an incident at the Travel Centers of America truck service in Atlanta Ga 3181 Donald Lee Hollowell Pkwy that caused catastrophic engine damage to our company semi truck. I made a report with their customer service department (******) and was told I would receive a call within 48 hours. I did receive a call from the store site general manager Mr. **** who informed me that he would investigate and call me back as soon as possible. I did receive a call from Mr. **** on 20 July informing me that the investigation was complete on his end and that I would receive a call from their Corporate office within 48 hours with other information. A few days passed and I hadn’t heard anything so I called the customer service number seeking information and was told by the TA Rep that I should have received a claims number. I texted Mr. **** back and was then told that the claims number would come from the claims department and that there was not a “particular timeline for that” meanwhile we have a semi truck in need of a complete motor and other items sitting at a freightliner repair shop in Atlanta and we’re in Oklahoma. The Freightliner told us that when they received the truck the engine RPMS Got up to 3246 which caused overspeed which caused the engine damage. We are seeking compensation in this matter.Business response
07/29/2022
The customer has been contacted and she now has a definite contact to work with at TA and she also understands TA needs to conduct and complete an investigation as to its responsibility, if any. We cannot advise as to when that will conclude as we simply don’t know.
Thank you,
******* ********Customer response
08/01/2022
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.
[To assist us in bringing this matter to a close, we would like to know your view on the matter.]
Regards,
******* ******We were contacted by a Claim Adjuster for the TA with a claim number. We cannot accept and indefinite response to our company's claim. We are a small business that relies on the income from the truck in question. We need a timeline with milestones for resolution to be acceptable.
Business response
08/02/2022
We are still waiting to receive reports/codes from the dealer to allow us to conduct our investigation. We are also awaiting on a repair estimate as well. Without these items we cannot complete our investigation so we are unable to provide a timeline for resolution, Any help on this would be appreciated. Please communicate with your claims adjuster at TA, David.
Thank You
******* ********Customer response
08/02/2022
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.
[To assist us in bringing this matter to a close, we would like to know your view on the matter.]
Regards,
******* ******
I received an email from David today concerning the TA, I had also emailed him yesterday with the name of the director of the service department (gotten from the company website) to expedite request. I cannot accept the TA response without a timeline being established. The timeline needs to show milestones from the time of receipt of requested data (from Peach Tree) to examination by your engineers to claim decision.Initial Complaint
06/05/2022
- Complaint Type:
- Service or Repair Issues
- Status:
- Answered
Parked on 6/4 in north bend WA and paid for what I thought was 2 nights reserved parking which I was forced to as I have back issues and hard to walk very far at times. I do have a handicap parking permit but only having a few spots they were taken up. This costed 25 bucks. On 6/5 I get a knock at 2 pm when your website says 3 pm and wakes me up from a guy asking me to move or pay for another day I explained to him I paid for 2 which I thought was like 12.50 a day. I go inside and find out it was not for two only one night. I couldn’t even pay another night as they were full. In first place why the heck charge a driver for parking at that when y’all over price fuel and everything inside? I am just wanting my money back and change your ways.Business response
06/09/2022
The manager has tried several times by phone, email and text message to contact the guest. To my understanding they made contact and this has been resolved.
Thank you,
Deborah C*******
Agent, Customer Service TravelCenters of AmericaCustomer response
06/10/2022
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 not been contacted by this company. I will speak to attorney about lawsuit if not resolved soon
[To assist us in bringing this matter to a close, we would like to know your view on the matter.]
Regards,
***** ******Business response
06/13/2022
The customer was called and this has been resolved. I called him myself to make sure he was taken care of.Deborah C*******Agent, Customer Service TravelCenters of AmericaOffice: 800-632-9240Initial Complaint
05/18/2022
- Complaint Type:
- Product Issues
- Status:
- Answered
This Travel Centers of America is actually in Antioch, Tennessee ,but I couldn't find the listing on BBB. I parked in a space that was not identified as reserved parking, the wording was faded, however I was still told to move my truck by staff. If I didn't have hours that would be a federal violation. I had to pay $80 for hotel. That is not good business; I have video footage big the incident.c Can Po 0 And it gives an error message if we try to complain on your websiteBusiness response
05/23/2022
The manager reached out to Mr. ******. They were able to talk until the connection dropped on the phone. The manager has called several times, leaving a call back number. I called today for Mr. ****** to call back the manager. To date so far Mr. ****** has not called back. In order to come to a resolution Mr. ****** has to call back the manager.
Thank you
Deborah C*******
Agent, Customer Service TravelCenters of AmericaCustomer response
06/06/2022
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.
No this complaint was not resolved good, the general manager at that location in Antioch Tennessee did call me, but all she told me basically was they just needed to repave the parking lot , but she did not offer any apology or anything . The manager seemed very unconcerned and ingnorant about potential problems this could cause drivers "out of hours".Also, the call between me and the manager did not drop as they stated.: ID # ********- TravelCenters Of America
Regards,
*** ******Business response
06/07/2022
What we are going to do is, I asked the manager to call him two more times and try again. He does not call back. But we are trying!!!Deborah C*******Agent, Customer Service TravelCenters of AmericaOffice: 800-632-9240Customer response
06/08/2022
Better Business Bureau:
I have reviewed the response made by the business in reference to complaint ID ********, and have determined that is 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,
*** ******Business response
06/10/2022
The manager did try to call the customer several times. with no response from the customer.I did receive an email from the customer yesterday after the manager tried to call him, stating the following>"Hello this is ***, I made the complaint on to BBB website, regarding your Antioch location.Contact me via this email address instead of calling my phone."I did email him right back and cc the manager stating the following>Hello *** ,
You will have to talk to the General Manager, Tammy on a resolution. I have CC her on this e-mail.The GM did write to him within minutes to settle a resolution and so far to date no response back to either one of us.We have reached out many times and even e-mailed him, as what the customer wanted. I think we have gone above and beyond reaching out to the customer to make him happy. We cannot resolve this matter without any communication back from the customer.Deborah C*******Agent, Customer Service TravelCenters of AmericaOffice: 800-632-9240Customer response
06/13/2022
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.
[To assist us in bringing this matter to a close, we would like to know your view on the matter.]
Regards,
*** ******Initial Complaint
05/15/2022
- Complaint Type:
- Product Issues
- Status:
- Resolved
On February 11th,2022 I stopped at TA location in Seymour IN to replace the airbag on my trailer. I paid $557.89 total for the part and service. The invoice I got says that the part and service has warranty. On April 28th on my way to GA with the load the same trailer airbag “jumped out” from the trailer. After checking what has happened it turned out the air bag was not proper tighten. That was the same airbag that was changed at TA. I followed the directions from the warranty, and called the number provided 1-800-632-9240, but that number doesn’t provide 24/7 customer support. Next day I called again and was told to get in touch with the manager of the location where the air bag was replaced. I called TA Seymour and was told that the manager was on vacation and would be back on Saturday, April 30th. I called on Saturday, the manager listened to me, and told To sent him the invoice with photos, which I sent. He didn’t reply. After couple of days I sent another email asking for the updates. He ignored that. I called the customer service, they connected me to the manager who said he received my email asking about the update, but he didn’t receive the email with the invoice! (How unprofessional he is! He saw my email asking about updates and didn’t reply to it!) TA Seymour location manager said he would contact the regional manager and disappeared! I called the customer service and asked to talk to the regional manager and was connected to Mr.Harrison. I sent him all the photos on May 10th. Till today I didn’t receive any updates. Please can you help me find the person in TA company who would be able to follow the TA warranty guidance and give us the money back for the poor service they performed. Their poor airbag change could have caused a serious injury on the road!Business response
05/19/2022
The customer was called. We have reached an agreement with this customer and is happy with the agreement.
Thank you,
Deborah C*******
Agent, Customer Service TravelCenters of AmericaCustomer response
05/23/2022
[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
05/04/2022
- Complaint Type:
- Customer Service Issues
- Status:
- Resolved
On 3/25/2022 I bought a GPS to make my truck driving job easier. The GPS did not perform as it should by not being able to access addresses for the warehouses I needed to get to in order to deliver. I attempted to exchange the GPS for a previous version of McNally but the first two TA just said they could not make the exchange without a manager and a manager was gone for the day. I went to the TA during business hours and a manager was still gone but an employee explained that the receipt I was given was a duplicate receipt and the serial number was not scanned. The employee suggested I call the TA who sold it to me and explain the situation but there could not refund because the duplicate receipt and serial number (neither of which was my fault) or exchange because they did not have the exact same GPS. I have called the number in the receipt and left messages for the Store manager and the General manager for weeks and no one has returned my calls. I would like a refund because I tried to return it within the 10 day time frame several times and I even tried to just exchange it for another GPS but it has to be the same GPS and no store has had the same one I purchased. I have a free recordings of me calling and leaving messages with the store managers and some recordings of calling the store and the phone just rings for ten minutes. At this point I just desire a refund of my $599.99 plus tax and to return their GPS where I need to. I do not use the GPS because it does not function as I intended for it to and it is in the original box with the receipt I was given.Business response
05/06/2022
The customer was contacted and a resolution has been made. The customer is happy.
Thank you,
Deborah C*******Customer response
05/06/2022
[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 was refunded my money as I requested. It took a little while to resolve the situation 5/5/2022 but I am grateful that it is resolved. Please be aware of how products are scanned at the register in the future it should be properly done to avoid these situations especially when expensive products are being purchased. Thank you. 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
03/10/2022
- Complaint Type:
- Product Issues
- Status:
- Resolved
March 5-6 Total amount paid $464.29 Rude customer service, Materials for oil change was not present in show after confirming with tech that they were able to complete oil change prior to bring the truck in Truck was in bay from 4pm Saturday until 12:15 Sunday when we were initially told it would only take 3-5 hours Did not have all materials needed to complete the oil change and we had to reuse an old filter- This was a big issue because I called beforehand to make sure they could complete the oil change -Before our driver tried to leave but the check engine light for the breaks were on and the truck was not building pressure, We called the service station, spoke to Shane and he informed me that the check engine light was on because of an issue with the breaks and pressure wasn’t building, he asked if we wanted to get it fixed there today. I informed him all the breaks had been replaced in January and we’ve never had an issue with the breaks since then, he passed the phone to Ben Bell (the tech) & I was rudely asked if I wanted to get it fix or not-There was a disagreement between our truck driver and techs after we repeatedly told them we didn’t have any issues with the brakes and it didn’t make sense for new brakes to fault only after getting an oil change, that led them to doing a diagnostic test, a mechanic was under the truck for over an hour with tools & after the diagnosis came back everything was clear and no issues were reported. The truck was working just fine after the mechanic was under the truck doing the diagnosis. -Ben called and said we had to pay for the time it took to run the diagnosis because they never saw the engine light on and was only going off what my driver said, I informed him that Shane confirmed it was an engine light I told him I didn’t think it was fair for me to have to pay to when they made the mistake initially causing our break light to come on. I was still forced to pay an extra 143 and we were not provided an updated stickerBusiness response
03/15/2022
****** ******* Has been contacted and this has been resolved.
Thank you,
Deborah C*******
Agent, Customer Service TravelCenters of America
dc*******@ta-petro.comCustomer response
03/15/2022
[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,
****** *******
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Customer Complaints Summary
66 total complaints in the last 3 years.
18 complaints closed in the last 12 months.
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