Complaints

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

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EG America, LLC has 83 locations, listed below.

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• 

  EG America, LLC

  165 Flanders Road Westborough, MA 01581

• 

  Cumberland Farms

  6 Old Windsor Rd Bloomfield, CT 06002

• 

  EG America

  211 E Harford St Milford, PA 18337

• 

  EG America

  Dallas, PA 18612

• 

  Kwik Shop

  4400 Cornhusker Hwy Lincoln, NE 68504

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:12/05/2023

  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 November 28th I used the smart pay app to purchase gas from the Cumberland Farms in ******, **. Apparently they believe there was an issue with my bank, which my bank has no record of, and they immediately sent it to a collection agency demanding an additional fee. There is no way to tell on the smart pay app if there has been an issue, or what the bank account and timing actually are. You have to contact a sketchy and aggressive debt collector. The debt collector is so shady they are actually blocked and show up as "Junk" if you have ********* spam blocker on. If there had actually been insufficient funds my bank would have charged me a fee. I don't know if the app is a bait and switch whose actual purpose is to hit you with fees from a debt collector in ********, or if it is just inefficient and ineffective, but this is an unacceptable way to do business. Again, the app doesn't tell you anything is wrong and you have no way to know.

  Customer Answer

  Date: 12/05/2023

  Hello,

  I can't remember if I used the App on November 28th, the last transaction in the app history is 11/10. I have previously used the app for gas. I received an email on 12/4  from smart pay rewards, the cumberland farms app company, stating that I owed a collection agency called ********* 40.06 for unpaid gas as well as a $20.00 fee for a returned item. I then received an email from ********* stating that I had 10 days to pay them. 

  My transaction history in the app only has November 10th, no november 28th, and my bank account did not have insufficient funds. Nothing in the app shows I have any kind of outstanding balance. I'm going to pay them because I don't want it to show up on my credit, but I want to be refunded. The only reason I haven't deleted the smartpay account is because I don't want to lose access to the transaction history.

   

  Business Response

  Date: 12/12/2023

  Guest Services has sent a response to the guest regarding their experience on 12/6/23 by email We are currently awaiting a response from the guest so that we can forward this over to the appropriate personnel for further handling. Thank you! 

• Initial Complaint

  Date:10/02/2023

  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 was not provided with a receipt for my gas refill. I need one to be reimbursed for gas charges. I had to pay out of pocket for the business costs. After asking employee for his name and after I asked for the spelling of his name he said "look it up" and hung up the phone.

  Business Response

  Date: 10/03/2023

  ***** Services has sent a response to this guest regarding their experience on 10/3/23 via *email*. We are currently awaiting a response from the guest so that we can forward this over to the appropriate personnel for further handling. Thank you!

• Initial Complaint

  Date:09/27/2023

  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 walked in on Wednesday morning at a local Cumberland Farms store to play the Powerball lottery for tonight. I wanted to play 5 picks of my own that I picked for tonight's drawing. The cashier apparently didn't know what they were doing for they could not process my picks for some reason. Then he gave me 2 listing picks that I thought were good but only charged me $8 instead of $10 like it should have been. I didn't give it too much thought till I got home and noticed that not only did he only played 2 of my 5 picks but then charged me another $4 for the copy of the exact same ticket that he processed, and it was exactly the same ticket with the same numbers and all the ** numbers too. I find this to be completely unacceptable for employees are supposed to know what they are doing, and it shows at this store that they don't have a clue or care about what they are doing and only trying to rip people off to make a buck for the store. I go to this store all the time to play the lottery but after this BS incident, I will be going elsewhere now that cannot trust this store anymore. I find this service inexcusable for they are supposed to be paying attention to what they are doing, especially when they are handling money. I will be telling people I know that go there to NOT shop there anymore, especially for the lottery for they will be ripped off. What's even worse that the store does not even bother to keep new playing cards available for the lottery at the store at all either!! NOT HAPPY!!!

  Customer Answer

  Date: 09/27/2023

  I think I deserve a refund of $4 and a written apology for wasting my time and money when this situation should not have happened. I am a disabled person on a fixed income, and I try to spend my money wisely for the way things are so expensive no matter where you go. I feel that the clerk who was at the counter at the time should have been trained better and more properly by the management for it shows that they lack that content at their store. 

  Business Response

  Date: 10/04/2023

  ***** Services has sent a response to the guest regarding their experience on 9/29/23  via email. We are currently awaiting a response from the guest so that we can forward this over to the appropriate personnel for further handling. Thank you!.

• Initial Complaint

  Date:08/21/2023

  Type:Sales and Advertising 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 8/19 around 5:40 PM I entered the Washington st, ********* ** cumberland farms to purchase a beverage. The signs advertised a bag of lays chips for 99 cents when you purchase a propel water at regular price. Not only did the cashier named *** fail to honor the advertised price, but was aggressive, and threatened to have me removed from the store just for asking. They need to honor the advertised price and not be rude and threatening to their customers. This is uncomfortable, unnecessary, and bad business. Thank you.

  Customer Answer

  Date: 08/21/2023

  Hello,

  The resolution I am seeking would be to be able to walk into a cumberland farms and have the signage reflect the ************. I would also like the employees to be better trained in customer service so as to honor the advertised price and not become hostile about it.

  thank you! 

  Business Response

  Date: 08/22/2023

  Good ***************** Services has sent a response to he guest regarding their experience on 8/19/23 via email.  We are currently awaiting a response from the guest so that we can forward this over to the appropriate personnel for further handling. Thank you!

• Initial Complaint

  Date:08/02/2023

  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.

  Bought 2 chips ahoy cookie packs for 4$ they are outdated from June I also bought another 14$ worth of food the next purchase on the register and employee only gave me receipt for the 14$ purchase when I returned the employee was completely rude wouldnt refund the money acted as though he didnt know the manager and was upset with me that I didnt know her name his name is trae though and I went and checked remaining stock of cookies and they are all outdated from June as well this is the second time in a month Ive paid good money for food I cant eat from Cumberland farms store the same store. He should have been courteous and either refunded the money or given another purchase but instead chose to act as though I stole the cookies in the first place when I did not. What a scam on customers one way to make money from the people who keep them in business

  Business Response

  Date: 08/03/2023

  Guest Services reached out to the guest on 8/03/23. This is all set to close out. 

• Initial Complaint

  Date:04/18/2023

  Type:Sales and Advertising 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.

  On April 7 2023, I entered Cumberland farms in ***********, ** store number ******************************************** line to pay $1.06. The customer in front of me purchased $35.00 in lottery scratch tickets. I then approached the cleck and she said $1.06 so I scanned my Discovery credit card. She then said "all set". Ten minutes later on my way to work, I received a purchase notification from Discover credit card of a purchase of $35.00 from Cumberland Farms. There was no purchase of $1.06. The clerk charged me the amount of the previous customer of $35.00. I wasn't given a receipt. I have uploaded 2 files. One showing the charge of $35.00 "pending" from april 7 2023 and one showing that same charge three days later showing the same charge as "posted" making it official that I paid $35.00 for a coffee worth $1.06. I am requesting a refund of the difference of $33.94.

  Business Response

  Date: 04/18/2023

  Guest Services reached out to guest on 4/18 for additional information. 

  Customer Answer

  Date: 04/22/2023

   
  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,
  
  ***********************

• Initial Complaint

  Date:04/12/2023

  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.

  4/10/2023 - Purchased $30 gas from the Cumberland Farms located on Belmont Ave. in Springfield, MA and my car immediately started having mechanical issues, started sputtering, and generated an emissions light, a check engine light and an AWD check light. I have just had my car inspected prior to that on the same day and passed with no issues, as there were none. I want the company to pay for repairs needed and correct their gas storage system to avoid causing damages to others.

  Business Response

  Date: 04/12/2023

  Guest Services reached out to the guest on 4/12/23 for additional information 

• Initial Complaint

  Date:04/07/2023

  Type:Billing 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.

  On April 4th 2023 u was heading North on hwy 385 I stopped in Lamar Colorado to fuel up at the loaf n jug my total fuel came to 27.40 I paid with my Debit card at the pump. When I reached my destination I checked my gas receipts and realized loaf n jug had charged my debit card 200.00 dollars. I feel this is a fraudulent practice to not post any Signs indicating that if you use a debit card they will hit your account with an unauthorized charge. I'm looking to recover 172.60

  Business Response

  Date: 04/07/2023

  Guest Services reached out to guest on 4/07/23 for additional information. 

  Customer Answer

  Date: 04/12/2023

   
  
  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.

  I'm canceling my complaint against loaf n jug they credit the money back. I'm not using their Stations any longer because they need to inform customers about the charges
  

  Sincerely,
  
  
  
  ***** ******

  Customer Answer

  Date: 04/13/2023

   
  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,
  
  ***********************

• Initial Complaint

  Date:04/07/2023

  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.

  I down loaded the SmartPay app through Cumberland Farms and signed up, using the App for the first time, not sure what the problem was nor was I aware of a problem. but I used the App to buy gas and it went through with out an issue at the pump. I then received a phone call from ******** that there was no account at my bank, and I was told I now owe them for the gas ($53.00) and a fee of $25.00 for the bank issue, I called my bank and there was no decline or NSF issue and was willing to get a letter from the bank stating that. I called back to ******** and told them not sure what the problem was but I'm willing to pay for the gas and fix what ever issue there is with the account, but feel its unfair for the $25.00 fee since this is not my fault and that the issue is on their end. I was told company policy is they do not waive any fees and I will be reported to the credit bureau and debt collectors or prosecuted. I looked ******** up on line and see others complaining about the fees that they are charged so this is common with this company, the Reps are rude to talk to and not willing to work with the issue even for a first time, they do not confirm accounts so if there is an issue they go straight to charging fees which seams like a scam and a way to make money.

  Business Response

  Date: 04/07/2023

  Guest Services reached out to guest on 4/07/23 for further assistance. 

• Initial Complaint

  Date:03/10/2023

  Type:Customer Service 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.

  I have a gift card from Cumberland Farms that has a blance remaining and it will not scan at the pump. I brought it into the store and the individual scanned it and says it was eith invlaid or had no balance. He did say they have been having many issues with customers gift card showing no blance and they have stopped selling them since it is a problem and has not bee fixed. They said they had been selling gift cards and after the sale checked the blance and it showed zero so they stopped selling them. I believe I have apx $100.00 left on this card. I tried calling the sutomated line and it said they are having technical issues and to call back. (1-833-849-3276) I then called another customer service number I found (1-800-225-9702) and was on hold forever and disconnected. How do I find out my blance and get the card to work. Frustrating that I have to pay for gas when I have money on this card. and no support on how to recover this balance.

  Business Response

  Date: 03/10/2023

  We have made contact with this guest to further assist. This is good to be closed. 

  Customer Answer

  Date: 03/13/2023

   
  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,
  
  S *********