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:01/25/2023

  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.

  Abuses customer information, **** *** ***** ********* *** ********* *****!
  
  SmartPay does not allow consumer to edit or delete their own information. The app has a delete button, which states information will be permanently and irreversibly deleted, but if you use that same information again, it says "you already have used this email bank account number etc." So clearly deleting information is a big fraudulent lie and impossible for the consumer to do. SmartPay hides behind a customer service number which is only answered by robots who refer you to "do as the email you received instructed you to do". This email demands copies of your driver's license and bank statements to be sent via UNSECURED EMAIL OR UNSECURED FAX TRANSMISSION. No outcome of email demand is provided, other than we may contact you by email in 10 days. SmartPay has to be responsible for a huge portion of the financial fraud in this country. There is no secured portal or way to communicate with them. The consumer is not allowed to control THEIR OWN INFORMATION OR ACCOUNT. SmartPay app lies and says you are set up and can pay for gas, you drive for miles to get to the gas station, and then while trying to pay, you get an error saying your account is locked. Why does SmartPay abuse potential customers and say they are set up when they are not? Why does SmartPay abuse potential customers by not allowing them to delete their own information? Why does SmartPay not have any human support, when customers are trusting it with their checking accounts? Why does SmartPay not reveal up front that all information you give them is used for identity management, not merely marketing? I am still trying to get my account set up. I have given SmartPay 3 checking accounts with pin numbers, but I cannot view, manage or delete my own information with this untrustworthy outfit, and never got any of the advertised discounts. I may have to close all three accounts at great expense to me. Hello? Anyone home?

  Business Response

  Date: 02/01/2023

  Guest Services reached out to the guest on 2/01/23. This is all set to close. 

  Customer Answer

  Date: 03/15/2023

   
  Complaint: ********
  
  I am rejecting this response because:

  Phished, identity-thefted and deceived by SmartPay. NO RESOLUTION. Second BBB complaint. They have MANY complaints. After 1st complaint, NO CONTACT. (My calls/emails all logged!) SmartPay does not allow consumer to edit or delete their own information. The app has a delete button, which states information will be permanently and irreversibly deleted, but if you use that same information again, it says "you already have used this email bank account number etc." SmartPay hides behind a customer service number which is only answered by robots who refer you to "do as the email you received instructed you to do". This email demands copies of your driver's license and bank statements to be sent via UNSECURED EMAIL OR UNSECURED FAX. No outcome of email demand is provided, other than we may contact you by email in 10 days. There is no secured portal or way to communicate with them. The consumer is not allowed to control THEIR OWN FINANCIAL INFO. SmartPay app lies and says you are set up and can pay for gas, then you drive for miles to get to the gas station, and then while trying to pay, you get an error saying your account is locked. Why does SmartPay abuse potential customers and say they are set up when they are not? Why does SmartPay abuse potential customers by not allowing them to delete their own information? Why does SmartPay not have any human support, when customers are trusting it with their checking accounts? Why is zero training and information provided to SmartPay's retail partners (they know NOTHING about how SmartPay works!) Why does SmartPay not disclose UP FRONT that all information you give them is used for identity, not marketing? I am still trying to get my account set up. I have given SmartPay 3 checking accounts with pin numbers, but I cannot view, manage or delete my own information with this untrustworthy outfit, and never got any of the advertised discounts. I may have to close all three accounts at great expense to me. Hello? Anyone home?
  
  Sincerely,
  
  *********************

  Business Response

  Date: 03/15/2023

  Sent guest a second response on 3/15/23. Awaiting further information so we are able to assist. 

• Initial Complaint

  Date:01/23/2023

  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.

  I shope exclusivly at the nesconset/ronkonkoma store which has great people behind the counter. i buy gas and other items. on december is purchased about 37 dollars worth of gass using my smart card. i have a mazda 3 2015 which fills up now at about 35 of 40 dollars i never took my receipt and never paid attention to the final amount. the other day i looked at my statement from the bank and on that day i was charghed 87.07 whicj is impossible because my car would not hold that much gas, snyway i believe i was over charged at least 50 dollars that daym but i cannot prove it. if you look at my past historey you can see my average purchase. can we settle this dispute in a friendly was? i would accept at lease a 30.00 credit to my account. fact io do not have final receipt makes it difficult to demand 50 dollars back. what do you think?

  Business Response

  Date: 02/01/2023

  Guest Services reached out to guest on 2/01/23. This is all set to close out. 

• Initial Complaint

  Date:01/17/2023

  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.

  Bought a gift card on 12/22/2022 @12:40 for $30.00(cash). Went to use card and it wont scan or swipe. Cashier said they have been having issues for a while with the cards. Called and spoke to guest services *************** on 1/9/23. Guest services said the card needs to be swiped not scanned. Went back to store still not working. Notified Guest Services of this, who said she has reached out to gift card team. Called again on 1/11/22 advised this is with the Gift Card team. Tried card again on 1/17/23 and now the gift card has a 0.00 balance. The cashier in the store told us to call ************ and they said the card was inactivated and that I needed to go back to store where I bought it to activate it (case # CS *******). The receipt shows the card has been activated. Called Guest Services again 1/17/23 and was advised this is with the Gift card Team. I advised her now the card says it has a 0.00 balance where before they could see it had 30.00 . Same run around but no resolution. Most companies would replace the gift card since it has been 26 days since bought with no resolution

  Business Response

  Date: 01/24/2023

  Guest Services responded to this guest and got in touch with our prepaid card team. They will be mailing out a new giftcard to her on 1/19/23 and she was advised by phone on 1/19/23.

  This is all set. 

  Customer Answer

  Date: 01/24/2023

   
  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 as long as I receive the gift card and it works. 
  
  Sincerely,
  
  *****************

• Initial Complaint

  Date:01/17/2023

  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.

  I normally fill my car up at the Cumberland Farms Station in Plainview on Thursday mornings because I work in the office building across the road on Thursdays. On December 22, I used pump # 8 to fill up my car with regular 87 fuel. I filled up my tank until the fuel dispenser no longer allowed me to continue filling my tank. I grabbed the nozzle as I (someone who has been driving and filling up my car for about 10 years now) normally do to remove it from my car's gas tank and re-hang the nozzle on the fuel dispenser. However, upon removing the nozzle, it began spewing gasoline with the same force and volume as a garden hose. Consequently, my jacket, sweater, shoes, and jeans were covered in gasoline AND the gasoline was all in my hair and my eyes. It did not stop until I managed to rehang the nozzle on the fuel dispenser.I ran inside the store to alert the attendant and seek immediate assistance for my burning eyes due to the gasoline. The attendant pointed to the sink. After washing my eyes out for a few minutes, I started to exit the store and noticed the attendant was still there. I reiterated how dangerous the situation was, so he went outside to put salt on the floor where there was a large gas puddle that surrounded my entire car (a 2020 **** *******). He did not touch the fuel dispenser.I had to go into work reeking of gasoline with burning eyes and becoming even more lightheaded with every breath I took. My coworkers could not stand the gasoline smell, so I was sent home and therefore, could not earn my daily wage. On top of that, I had to bring my jacket to the dry cleaners to remove the giant fuel stain and smell. So, as New York braces itself for an arctic blast, I am without a winter coat because of the malfunctioning fuel dispenser.I have not heard back from Cumberland Farms guest services despite multiple email and phonecall complaints.

  Business Response

  Date: 01/24/2023

  Guest Services spoke with this guest back in December of 2022. The guests concerns were given over to the Risk Management Department and a claim was made. We advised Risk that the guest has not heard anything and asked them to follow up in regards to this matter.  

• Initial Complaint

  Date:01/05/2023

  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.

  Received a $50 electronic gift card for Xmas gift on 12/24/22 for Cumberland farms. I have attempted to use this for gas at two different locations (West broad st Stratford Ct) & east main st Bridgeport ct and have had no luck. Attached is an example of what a receipt looked like when attempting to use the gift card (void). I have also reached out to customer service on a number of occasions with no availability. They were reached at 1-800-225-9702 as stated on the original e- gift card. Attached is a picture of the original e-gift card. I look forward to getting this rectified asap so I can proceed with receiving a properly working gift card. Thank you! ******* ********

  Business Response

  Date: 01/24/2023

  Guest Services reached out to this guest on 1/17/23 and requested that the guest provide us with additional information to get this looked into and addressed. 

• Initial Complaint

  Date:01/03/2023

  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 frequently go to this establishment because it's within walking distance of my home but I won't be anymore. When you go into Turkey Hill, you come out stinking. I don't know if their ventilation system is broken or what but the smell sticks with you the entire day. What sealed the deal for me was I just recently bought a case of water from them and I couldn't even drink them because not only did the bottles stink, they also tasted like whatever that smell is. They tasted and smelled like burnt grease. Something should be done about this.

  Business Response

  Date: 01/24/2023

  Guest Services reached out to this guest on 1/17/23 asking the guest to provide us with more information so that we are able to further assist. Thank you. 

• Initial Complaint

  Date:12/30/2022

  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.

  12/22/22 The issue is this store including today has up sale signs they refuse to honor. They always say we'll that sale is over yet weeks after that sign is still present on the shelf. This has happened multiple times including today. The sales associate **** stated this is a corporate issue and they aren't to honor any price advertised if the register rings differently. Then he refused to change the price or honor any advertised sale. This company needs to be held accountable. If the sale is truly over then those signs should come down!

  Business Response

  Date: 01/24/2023

  ***** Services responded to this guest on 1/17/23 and asked the guest to follow up with information regarding their experience so we could further assist. 

• Initial Complaint

  Date:12/28/2022

  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 12/23/2022, I purchased gas totalling $36.06 using SmartPay as payment using the SmartPay Rewards app at Cumberland Farms #****. Before purchasing, I tried to verify which bank account was associated with my SmartPay account but was not able to verify or change payments using the "Manage payments" option on the iOS mobile app. At no time during the purchase or in the receipt was the account being charged referenced. On 12/28/2022 a collection agency called and charged a $20 fee for a total of $56.06. It felt very harsh that a collection agency was immediately involved while not allowing for banking information to be verified before or during the purchase which would have allowed me to update the information appropriately. I was more than ready to pay the original $36.06 but the $20 charge felt unjust.

  Business Response

  Date: 01/24/2023

  ***** Services reponded to this guest in regards to their concerns on 1/17/23. We have provided them with a response including actions that they can take to get this resolved with the appropriate parties. This is all set on our end. 
  Thank you. 

• Initial Complaint

  Date:11/29/2022

  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.

  Facts:* on or around August 15, my personal checking account was hacked* upon being made aware of the hack, a new bank account number was issued and credit accounts which were/are paid on-line were notified of the change in the payment account number* two individual transactions a week or so apart using the SmartPay card totaling nine dollars and change were successfully processed at Cumberland Farms pumps* no indication was given at the pump nor through any other means, that the SmartPay card was no longer linked to an external payment account.* a subsequent attempted third transaction at a Cumberland Farms pump was denied* the process was begun to re-institute the SmartPay cardwherein I was made aware of an outstanding balance of nine dollars and change* subsequent conversation with the collections vendor established that fees and penalties were added onto the prior balance bringing the current outstanding balance to over eighty dollars.* upon subsequent conversation with the collections vendor, I was informed that it was solely my responsibility to notify SmartPay despite having no notification nor no indication that the card was no longer linked.I am eager to satisfy the original outstanding balance, as I would like to retain the SmartPay option when buying fuel at Cumberland Farms. It has been a great convenience and of great economy to me for many years.However, the imposition of the additional fees is both unwarranted and extreme. I was not notified in any way of the issue with the external payment account until the eventual denial of a transaction, this even after the approval of two prior transactions.

  Business Response

  Date: 01/24/2023

  We reached out to this guest in December of 2022 and replied Via email and went over his concerns as well as pointed him over to the correct party. It is all set to be closed

• Initial Complaint

  Date:11/07/2022

  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 used the smart pay app at the Turkey hill ********* in *********. The gas was $35.57. I got an email a few days later saying my account was suspended for returned transactions. I have more then enough money to cover the transaction and I don't know why the bank returned it but now the charged my account for the $35 plus $50 for a return fee. I called them as soon as I got the email and informed them that the bank returned in error and the account had more then enough to cover to $35. They didn't care at all and it appears had been sent to collections. Today I noticed the the $85.57 had been taken from my account even though I told them not to. I have seen multiple complaints stating this company doing the exact same thing to others using smart pay (not so smart after all ) I would like to be refunded the $50 stolen from me or I will ever be spending another penny with any of the Cumberland farms businesses.