Business Profile

Convenience Store

EG America, LLC

Headquarters

This business is NOT BBB Accredited.

Find BBB Accredited Businesses in Convenience Store.

Complaints

This profile includes complaints for EG America, LLC's headquarters and its corporate-owned locations. To view all corporate locations, see

Customer Complaints Summary

45 total complaints in the last 3 years.
20 complaints closed in the last 12 months.

If you've experienced an issue

Submit a Complaint

The complaint text that is displayed might not represent all complaints filed with BBB. 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.

Initial Complaint
Date:07/06/2025
Type:Service or Repair Issues
Status:
AnsweredMore info
Complaint statuses
Resolved:
The complainant verified the issue was resolved to their satisfaction.
Unresolved:
The business responded to the dispute but failed to make a good faith effort to resolve it.
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.
Unanswered:
The business failed to respond to the dispute.
Unpursuable:
BBB is unable to locate the business.
Every single day night shift blocks access to the public bathroom for the entire shift with signs and chairs claiming closure due to cleaning. Cleaning is understandable but manipulating the entire shift about it is another thing. Even if the business is fully staffed they have these chairs and signs blocking EVERY SINGLE DAY THE ENTIRE SHIFT some days it's never removed so somedays it remains blocking access to the bathroom all day and night. I've visited this location multiple times throughout the year of 2025 and it's always there Kansas State law says if they have a public bathroom for public purposes it must remain accessible to the public and free of charge....I'm just so sick of seeing the signs and chairs blocking the bathroom and the *** states the bathroom must be wheelchair accessible I'd like to see a wheelchair go through their barriers. Honestly if I was in a wheelchair I'd be throwing a fit in that place someone needs to educate them and resolve the situation claiming it's closed for cleaning when it isn't true is just plain lazy.
Business Response
Date: 07/07/2025
Hi *** *******,
Thank you for the information provided. We understand the frustration and we'd like to ensure that you are heard. As of the moment your information was already been forwarded to the Store Manager ensuring that all concerns are heard and resolved.
Thank you for understanding.
Regards,
Guest Services Helpdesk
Initial Complaint
Date:06/30/2025
Type:Service or Repair Issues
Status:
AnsweredMore info
Complaint statuses
Resolved:
The complainant verified the issue was resolved to their satisfaction.
Unresolved:
The business responded to the dispute but failed to make a good faith effort to resolve it.
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.
Unanswered:
The business failed to respond to the dispute.
Unpursuable:
BBB is unable to locate the business.
On June 28 my husband purchased a propane tank of gas from Cumberland farms. When we went to use the tank it was empty. He went to the store looking to either receive a refund or be giving a full tank. The cashier said that without a receipt he could not do anything. So I called and told him I have the transaction from the bank that I can print and show on my phone since no receipt was provided at the purchase of the tank. I asked when the mamage would be in and he said in the morning and it was *****. He then proceeded to tell me they would do nothing because I can't prove the tank was empty and he would charge me to refill it again. This is disgraceful and the customer service was appalling. I received an empty tank and want a refund.
Customer Answer
Date: 07/07/2025
***************************************************

Business Response
Date: 07/07/2025
Hi ********,

An email was sent out to further help you with the situation your response will be more appreciated.
Thank you.

Regards,
Guest Services Helpdesk
Initial Complaint
Date:06/03/2025
Type:Customer Service Issues
Status:
AnsweredMore info
Complaint statuses
Resolved:
The complainant verified the issue was resolved to their satisfaction.
Unresolved:
The business responded to the dispute but failed to make a good faith effort to resolve it.
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.
Unanswered:
The business failed to respond to the dispute.
Unpursuable:
BBB is unable to locate the business.
Reward points have not accrued since Mar 4 unless I call to get a manual override. I was told weeks ago that this would be fixed......they still have not credited me with the rewards points that have been earned. I have called five times since Mar 4 to resolve this. The three times they credited me with the points. The fourth time they said they were going to have to elevate my problem to tech support and did not credit me with the points I had earned. I waited as requested for three weeks and today and now the customer service representative said they would need special approval to credit me with the points that I had earned since "I" waited so long....when I was simply following the directions of the prior customer service representative.. This is the equivalent of several dollars
Business Response
Date: 06/11/2025
We appreciate the guest bringing their concerns to our attention. Upon review, we confirmed that the most recent transaction was processed correctly, with the $3 discount successfully applied, as evidenced by the provided screenshot. We understand there was dissatisfaction regarding a previous transaction on March 24; however, this issue has already been addressed and resolved. We value our guests' feedback and remain committed to ensuring a positive experience for all
Customer Answer
Date: 06/11/2025

Complaint: 23410119

I am rejecting this response because: the $3 rebate has nothing to do with the missed points. I was given a $3 rebate because the app would not allow me to use a prior rebate and it expired. I am still owed points for the transactions from 4-21, 4-16, 4-10, 4-8, 4-4, and 4-2. Please review your prior call support history that very clearly shows that I called about the missing points, I was told to wait a few weeks for a resolution and in the process of waiting had the rebate expire. You did resolve a totally separate issue, but not the missing points that I created this complaint about.

Sincerely,

******** ******
Initial Complaint
Date:05/08/2025
Type:Product Issues
Status:
AnsweredMore info
Complaint statuses
Resolved:
The complainant verified the issue was resolved to their satisfaction.
Unresolved:
The business responded to the dispute but failed to make a good faith effort to resolve it.
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.
Unanswered:
The business failed to respond to the dispute.
Unpursuable:
BBB is unable to locate the business.
I signed up for Smart rewards two weeks ago. I was promised 5 free drinks and 5 free chocolate bars, and offered 15 points for 3 transactions in 7 days. I did not receive my free drinks or the extra 15 points, though I normally have ****************** 7 days. I was promised vouchers for the missing drinks and points and never received them. The **************** people are not helpful. They redirect me to Zipline, and then Zipline tells me they can't help me. Now my card is being declined because it says "over velocity" even though I haven't exceeded $500 or 35 transactions a week. I have ********************************************* AM and PM. No one has been able to help me. This app is terrible and no one is fixing it. I would like someone to address this for me and fix it.
Business Response
Date: 06/11/2025
Guest already called in and was provided resolution for the same concern which he agreed.
Initial Complaint
Date:04/30/2025
Type:Billing Issues
Status:
AnsweredMore info
Complaint statuses
Resolved:
The complainant verified the issue was resolved to their satisfaction.
Unresolved:
The business responded to the dispute but failed to make a good faith effort to resolve it.
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.
Unanswered:
The business failed to respond to the dispute.
Unpursuable:
BBB is unable to locate the business.
Cumberland Farms has launched a system wide rewards program. One of the benefits of signing up for their Rewards includes $.20 off per gallon for 5 fill *** within 30 days of joining their rewards.Having joined the program, there is no way to access this discount at Cumberland Farms. The customer service people at the ******** location instruct you to enter your phone number associated with the rewards and then prepay with a credit card and the discount will appear. I tried this twice and twice I was charged the advertised price a non-rewards member would receive. I am not sure if this is all a scam, bait and switch or false advertising. For a company as big as Cumberland Farms, they should not have launched a program unless they could deliver on their promises.
Business Response
Date: 06/11/2025
We sent an email to the guest providing instructions on how they should be getting the Welcome 20 Discount. They were also asked for any documentation in case there is an error message
Customer Answer
Date: 06/11/2025
Yes, the company sent instructions as to how to take advantage of their offer.
iI suggest they try it themselves at this particular location. If it works, without assistance, I will pay them $1,000.
if it doesnt, they must kiss me good because I no longer deal with disreputable companies.
All the best in the world to them,
**** *******
Business Response
Date: 06/12/2025
Hi Team,

We have contacted the guest last 6/42025 and sent them an email reiterating how they can get the Discount and it there is still an issue they can send us an email with the screenshot of the error they are getting.
Initial Complaint
Date:04/18/2025
Type:Service or Repair Issues
Status:
AnsweredMore info
Complaint statuses
Resolved:
The complainant verified the issue was resolved to their satisfaction.
Unresolved:
The business responded to the dispute but failed to make a good faith effort to resolve it.
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.
Unanswered:
The business failed to respond to the dispute.
Unpursuable:
BBB is unable to locate the business.
I filled my gas tank up for $29.20 after work on 04/11/2025. I recently switched bank accounts and forgot to update it in the app on my phone. You save 10 cents by using a bank account which they fully advertise. This company then decided to send my charge to a collections agency which incurred an additional $50.00 fee just for not updating my bank account information. I immediately called to update my bank account when I found this out and there was no warning email either stating my bank account on file expired. I spoke with Smart Rewards who told me to contact Zipline. Zipline then told me to contact the collections agency at *********. I spoke with a manager, ***** *******, who stated that they collect this fee because they have to pay off Turkey Hill's debt at that time. This is ridiculous because every other app I use will kick back payments if the account is not valid. Just because a customer wants to save money and makes a human error, they get charged a penalty. I would like to add that CHECKredi along with Smart Rewards and Zipline all REFUSED to refund my payment. Please avoid this company scam.
Business Response
Date: 05/15/2025
The business is not able to access the portal, but did send the BBB an emailed response, down below is that response.

Can you please put that we contacted the customer on 4/16/25 and spoke with her regarding her account status and provided her with the appropriate contacts to get it resolved.

Thank you,

Customer Answer
Date: 05/15/2025

Complaint: 23213855

I am rejecting this response because: They stated I had no other option but to pay their invoice. I specifically spoke to the manager and was informed that there were no other options or contacts.

Sincerely,

******* ********
Initial Complaint
Date:04/17/2025
Type:Billing Issues
Status:
AnsweredMore info
Complaint statuses
Resolved:
The complainant verified the issue was resolved to their satisfaction.
Unresolved:
The business responded to the dispute but failed to make a good faith effort to resolve it.
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.
Unanswered:
The business failed to respond to the dispute.
Unpursuable:
BBB is unable to locate the business.
On April 15, 2025, at approximately 12:56 PM, I visited the Cumberland gas station located at *************************************. I pulled up to Pump 1 and attempted to pay for $10 worth of gas using my debit card ending in 8671. However, the transaction kept canceling after multiple attempts.I walked over to the cashier's booth and let him know I wanted to purchase $10 worth of gasnot a full tank. He acknowledged the request and I returned to the pump to fuel my vehicle. After turning away from the pump for no more than 20 seconds, I noticed that the amount pumped had exceeded $10 and was now at $13.70.I immediately went back to the cashier and asked why the amount went over what I initially requested. He offered to pay the difference out of pocket, but I declined.Later that day, after withdrawing money from the **** I realized my account balance was off. Upon reviewing my bank activity, I saw that the gas station had charged me $60 for the transaction.I returned to the station to address the issue, but a different cashier was working at the time. I explained the situation to him, and he told me the money should be released back to my account by the morning of April 16.On the morning of April 16, I called the gas station again and spoke to the same cashier who had made the initial mistake. He responded with a rude and dismissive attitude, saying the funds were "on hold."As of today, April 17, the $13.70 charge still hasnt been credited back to my account, and the $60 charge is still pending. I called the gas station again, and unfortunately, encountered the same cashier who once again spoke to me rudely. I asked for customer service contact information and followed up, but they were of little help and redirected me to my bank, saying it was now in their hands.This experience has been frustrating and disappointing. I hope this matter is resolved soon, and Im requesting that it be looked into as promptly as possible.
Business Response
Date: 04/17/2025
Hi Team,
The guest called in earlier today, April 17, 2025, regarding the hold amount. It was explained that the charge is a pre-authorization hold, and the guest was informed that this process falls outside of our standard procedures. The guest acknowledged the explanation and is now aware of the situation.
Initial Complaint
Date:03/28/2025
Type:Service or Repair Issues
Status:
ResolvedMore info
Complaint statuses
Resolved:
The complainant verified the issue was resolved to their satisfaction.
Unresolved:
The business responded to the dispute but failed to make a good faith effort to resolve it.
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.
Unanswered:
The business failed to respond to the dispute.
Unpursuable:
BBB is unable to locate the business.
A few months ago, I had complained to the customer service email that all of the self service pumps at the ********** on *********** in ****************, ** were displaying PUMP CLOSED. I was told that the complaint would be forwarded to the regional manager and that the issue would be resolved. However, once again, the same exact thing happened today and it is clear the issue remains. This is extremely annoying and inconvenient to people who expect to be able to refuel at this location.
Business Response
Date: 04/02/2025
Hi Team,

We have contacted the guest and gave the response on resolving the matter.
Thank you.

Regards,
Guest Services Helpdesk

Customer Answer
Date: 04/02/2025

Complaint: 23127846

I am rejecting this response because:
This is false. I received no correspondence whatsoever via phone, mail, or email.

Sincerely,

****** ******
Business Response
Date: 04/03/2025
Hi Team,

We did sent an email to the guest informing the situation and how was it handled. Date and Time was April 2, 2025 at 2:30 PM.
Thank you.
Regards,
Guest Services helpdesk
Customer Answer
Date: 04/04/2025

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. The email came through a bit late but it eventually made it.

Sincerely,

****** ******
Initial Complaint
Date:02/06/2025
Type:Service or Repair Issues
Status:
AnsweredMore info
Complaint statuses
Resolved:
The complainant verified the issue was resolved to their satisfaction.
Unresolved:
The business responded to the dispute but failed to make a good faith effort to resolve it.
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.
Unanswered:
The business failed to respond to the dispute.
Unpursuable:
BBB is unable to locate the business.
******** offers a 10-cent discount on gasoline at Cumberland Farms stations, and my husband set up an account. He passed away last August, and I have been trying unsuccessfully to change the account over to my name. However, when I log in to the account, his password does not work. I have tried to contact them a number of times over the last several months and have only recently heard back. They have told me that there is no account with my husband's name (***** * ****). This is absolutely impossible, yet they consider the matter closed. I have attached a screenshot of their last response to me. I sent an email back asking them what I should, but I have heard nothing back. They are very difficult to work with.
Business Response
Date: 02/07/2025
We have provided resolution before . We tried contacting her today but we were unsuccessful hence we left a voicemail for contacting us.
Customer Answer
Date: 05/02/2025

Complaint: 22898499

I am rejecting this response because:
> Hi,
>
> I have never received a phone call. They may have called my husband's
> phone as he set up the account. He passed away last August and I am
> trying to change the account to my name. Via email, I was asked for
> the information about the account, which I provided. After more than a
> week, I was told there was no such account. However, my husband's
> email continues to get emails from ********. I have received a total
> of 2 emails from them since February. The last one was answered with
> no reply. A couple of days ago, I tried to set up a new account hoping
> that would rectify things, but it didn't work.
> When I entered my phone number, the app said that my number was
> already associate with an account...the account they said didn't
> exist.
>
> I am beyond frustrated with this company. They are extremely difficult
> to work with or to get any communication from them. All I want is the
> ability to change the existing account into my name or to create a new
> one.

Sincerely,

******** Foro
Business Response
Date: 05/02/2025
I attempted to call the guest and left her a voicemail on 5/2/25 to resolve the problem.
She did not respond.
Thanks!
Initial Complaint
Date:12/24/2024
Type:Product Issues
Status:
ResolvedMore info
Complaint statuses
Resolved:
The complainant verified the issue was resolved to their satisfaction.
Unresolved:
The business responded to the dispute but failed to make a good faith effort to resolve it.
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.
Unanswered:
The business failed to respond to the dispute.
Unpursuable:
BBB is unable to locate the business.
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
Date: 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 Answer
Date: 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,

******* ****

BBB Business Profiles may not be reproduced for sales or promotional purposes.

BBB Business Profiles are provided solely to assist you in exercising your own best judgment. BBB asks third parties who publish complaints, reviews and/or responses on this website to affirm that the information provided is accurate. However, BBB does not verify the accuracy of information provided by third parties, and does not guarantee the accuracy of any information in Business Profiles.

When considering complaint information, please take into account the company's size and volume of transactions, and understand that the nature of complaints and a firm's responses to them are often more important than the number of complaints.

BBB Business Profiles generally cover a three-year reporting period, except for customer reviews. Customer reviews posted prior to July 5, 2024, will no longer be published when they reach three years from their submission date. Customer reviews posted on/after July 5, 2024, will be published indefinitely unless otherwise voluntarily retracted by the user who submitted the content, or BBB no longer believes the review is authentic. BBB Business Profiles are subject to change at any time. If you choose to do business with this company, please let them know that you checked their record with BBB.

As a matter of policy, BBB does not endorse any product, service or business. Businesses are under no obligation to seek BBB accreditation, and some businesses are not accredited because they have not sought BBB accreditation. BBB charges a fee for BBB Accreditation. This fee supports BBB's efforts to fulfill its mission of advancing marketplace trust.

Cookies on BBB.org

Complaints

Customer Complaints Summary

If you've experienced an issue

Filter and sort by

Sort by

Complaint status

Complaint type

Complaint statuses

Business Response

Complaint statuses

Customer Answer

Business Response

Complaint statuses

Business Response

Customer Answer

Complaint statuses

Business Response

Complaint statuses

Business Response

Customer Answer

Business Response

Complaint statuses

Business Response

Customer Answer

Complaint statuses

Business Response

Complaint statuses

Business Response

Customer Answer

Business Response

Customer Answer

Complaint statuses

Business Response

Customer Answer

Business Response

Complaint statuses

Business Response

Customer Answer

EG America, LLC is NOT a BBB Accredited Business.