ComplaintsforTravelCenters Of America

• Initial Complaint

  05/27/2024

  Complaint Type:

  Facilities Issues

  Status:

  Answered

  More info

  I am often a customer the Prescott, AR TA. As well as being a fairly regular customer, I have several close relations to employees of my TA. Over the past 2 months, there has been absolutely no air conditioning within the main store. The past several times that I have been into the store, it quickly becomes unbearable due to the extreme heat that engulfs you. Just today, I was barely able to stand five minutes without sweating through my t-shirt. Those who work the registers are dripping with sweat and fanning themselves every chance they get. Imagine the torture for the employees who work with the paired food establishments, such as **** **** and ****** in my case - surrounded by ovens that emit extremely high temperatures. I have been told by several employees that even though the managers of their store are fully aware of the heinous temperatures, they refuse to spend a measly few hundred dollars to fix the air out of the millions they make in profit every year. Not to mention that a good majority of employees at this location are minors, who should not be enduring these conditions. It is inhumane. One employee even got so hot that she vomited twice and passed out. It is just beginning to touch summer temperatures in Arkansas and the hot, humid air flows in with every open of the doors, combined with the emitted temperatures of the ovens. Soon temperatures will spike from these mild 70-80 degree days to 95-100 degree days, every single day. Essentially, employees - who often work 10-12 hour shifts each day - and customers will begin to bake inside the store. This is a small problem that is causing too many people discomfort and dissatisfaction with the company. I predict that soon, when temperatures rise, customers will take the extra mile drive down the Interstate to the two Love's locations rather than spend any time in the unbearable heat. Please resolve what may seem like a small, insignificant issue. It is significant to the workers and consumers.

  Business response

  05/29/2024

  The site GM reached out to the guest and got hung up on twice and the third time he got voice mail.  He wanted to insure the guest that repairs are in process  and portable AC units are being delivered.
  
  
  Thank You,
  Deborah ********
   Agent, Customer Service TravelCenters of America

• Initial Complaint

  05/22/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  05/12/2024 I came to change the oil filter at TA service - Summit, SD. The mechanics started drilling the filter and broke it, thereby clogging the fuel system. They couldn't start my truck for 4 days and towed it to the Kenworth Dealearship at Watertown, SD. There they carried out diagnostics and said that the mechanics with the technical equipment had broken the fuel system. TA service/Summit, SD received a bill for $17,000 and refuse to pay. For 10 days now I have been forced to stay at the hotel (TA also refused to pay for this) and resolve the issue with the TA service manager - Nathan ***** ********. I ask you to please help me solve this problem, because I can’t come to an agreement with Nathan. My next step is to go to court with my lawyer, if I cannot resolve this issue by agreement, I have all the relevant documents.Sincerely ***** *******. Tel. ************

  Business response

  06/06/2024

  TA Truck Service Summit replaced the fuel filter housing that was damaged at no charge. TA Truck Service paid to tow the truck to Kenworth (Watertown Truck and Trailer) for further diagnosis, at no charge. TA Truck Service paid for the customer’s hotel room while we were waiting on the replacement fuel housing to arrive, at no charge. TA Truck Service paid for testing the fuel samples taken by Watertown Truck and Trailer from the fuel rail, fuel/water separator and fuel tanks to be tested, at no charge. These fuel samples proved that the customer’s fuel had high levels of water and urea (DEF) and that, most likely, caused fuel filter housing cap, that TA Truck Service in Rogers, MN and TA Truck Service in Summit, SD could not remove. This same DEF, most likely, caused the corrosion in the fuel rails, which was, most likely, broken loose upon removal of the fuel filter housing. It was this sediment, born of the DEF in the fuel that caused the truck not to start, not the workmanship of TA Truck Service – Summit. TA Truck Service also submitted all details to their insurance company, Federated Insurance, who had their internal Heavy Truck Adjusters review the claim, which was denied, due to the same reasons.  
  
  Thank You,
  Deborah ********
   Agent, Customer Service TravelCenters of America

• Initial Complaint

  04/10/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  Complaint regarding TA truck centers in Matthews, Missouri I55 RT80 regarding work order *** ****** on 04/04/24. The invoice by the service writer was written incorrectly in regards to the trailer, odometer. And tech comments are very unclear. The mechanic was very rude and disrespectful. Was asked for keys to operate the truck.This seemed out of place for a TA, Especially without the driver being present or the driver following the directions given by the tech. The trailer was the issue not the truck. The truck is owned by a seperate company. Unless the truck is taken to a dealership or the tech holds a CDL, Or the proper insurance. We did not feel comfortable with him in the unit. Tech got very disrespectful again. The manager Benita ***** offered to put another tech on this unit. She explained that no drivers were allowed in the bay. We explained that we would not give him permission to go inside the truck and release brakes for the trailer. She said to go ahead and charge for any work done. We asked the service writer what they do for a 90 day DOT Inspection? He quoted "We have a mechanic operate the truck" We asked about a standalone trailer operating system. We received no answer. This trailer was sent for repair to Love's Travel Stops in Matthews,MO. A tech hooked an air hose to the emergency line on the trailer. And within 1 minute was able to determine what valve it was on the trailer WITHOUT STEPPING FOOT IN THE TRUCK. At the Love's we asked the mechanic to verify everything was in place from the previous shop. The mechanic showed and explained that they did not do anything regarding lines being taken off the valve. The stock Utility (Trailer manufacturer) Zip ties as well as the liquid Teflon from the factory and road sedatives were still on the valve. Contacted customer service line for TA travel centers HQ. The lady on the phone said we would get a call in 48 to 72 hours. This call was placed on April 4,24 and still have not received a call back.

  Business response

  04/15/2024

  The guest  has been contacted and this has been resolved.
  
  Thank you,
  Deborah ********
   Agent, Customer Service TravelCenters of America

  Customer response

  04/17/2024

  [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

  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*******

*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. ↩