Complaints
This profile includes complaints for Sapp Bros. Petroleum's headquarters and its corporate-owned locations. To view all corporate locations, see
Customer Complaints Summary
- 2 total complaints in the last 3 years.
- 1 complaint closed in the last 12 months.
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Initial Complaint
Date:03/06/2025
Type: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 started taking my semi to this shop 11 months ago in they 11 months they broke my oil pan gasket and lied to me telling me I hit something thing,I took it to transwest to confirm what sapps was telling me ,come to find out they were responsible and I had to fight to get the repair covered ,I then 8 months ago got my entire truck aligned and since then have spent upward of 5,000 on the same left front tire balding ,after letting this shop talk me into complete tire replacement to even front rim replacement and still nothing but problems after they said they would have it fixed ,I have 8 months of receipts all stemming from them not properly aligning my third axle ,I have done my home work and my 3axle being aligned incorrectly would be the reason for 8 months I’ve been having nothing but left front end issues ,I have taken my truck to a real shop and they agree all though it’s been 8 months since that alignment I have taken it back to them and they never bothered to check there work ,I have a certified mechanic will to take the stand to explain how simple my problem was had they just checked the 3rd axle wich they never did ,only had me spending money on everything that cost more $$$$
Business Response
Date: 04/10/2025
It appears that this complaint is against Sapp Bros. Service Center and not Sapp Bros. Petroleum. Our team has researched the issue and we are providing the following details.
In reference to Colton Cooper truck***** and ****** ******* complaint. Attached are all the invoices referenced below.
Starting with the oil pan leak.
On 03/05/2024 unit# **** received an oil change invoice number ********** Sapp Bros Commerce City, CO
Technician noted that the oil pan gasket was leaking along with other problems not related to the oil pan leak. Mileage on the truck was *******
On 04/30/2024 unit# **** went to ********* ***** *** ******* for Warranty on oil pan gasket. Mileage ******
***** **** also found a hairline crack on oil pan. They stated it could be from over torque on the oil plug.
****** ****** owner of unit# **** reached out to ***** Service Mgr, and told him he thought Sapp Bros. did it on the last oil change 20040 miles prior. **** explained that it is a very common problem on the DD15 oil pans he did not believe it could have been done with a torque wrench, but working with ****** ****** ******** a lot.
Sapp Bros. would cover the cost of the oil pan. ***** **** inv# ***********
***** **** covered the labor. This unit was due for oil change at time of the oil pan replacement.
In reference to Alignment and tire claim
03/05/2024 unit mileage ******
Unit# **** went to Sapp Bros. Commerce City for two steer tires and 8 drive tires along with a 3 axle alignment.
See attached invoice for alignment specs, all adjustments were made to spec of manufacture and Hunter Alignment specs.
Sapp Bros. warranty on alignments is 30 days.
08/29/2024
Unit# **** mileage ******
Customer came in Sapp Bros. SLC stating he got tires in Denver Sapp Bros. and is now having tire wear.
Tech noted on inv# ********** the truck had two different rims on the steer axle could be the cause of tire wearing on steers.
Customer kept complaining and saying it was the alignment. The miles on the steer tires were ****** that’s about 85-90% of the tire life expectancy. With the customer still causing a problem we put two steer tires on only charging him $179.99 per tire. The normal cost for this is $499.99. Resulting in a $320 per tire savings. Inv# **********
****** ****** ******** is a company we work with often, so we priced this invoice to help the owner operator in this situation.
12/10/2024
INV#**********
Unit# **** mileage ******
Unit went back to Sapp Bros. Denver for Alignment and right side steer wheel.
Also for repair/replace of the right side fairing and bracket and both missing steps. Truck was involved in a wreck or something that caused all this damage. Sapp Bros. Aligned the truck again to manufacture spec see attached invoice.
Customer then took the truck to mountain west on 1/27/2025 miles 268928 this unit had ***** miles and over 30 days on the Alignment.
***** **** inv# **********
***** **** tech notes on the invoice say, tires have plenty of tread and no uneven wear currently. Found no issues for front end.
They also did an alignment and adjusted thrust angle .27 degrees very common for a truck with 15k after an alignment
We feel that we went above and beyond for this customer.
Customer Answer
Date: 04/10/2025
Complaint: 23004568
I am rejecting this response because:
Like normal Sapp brothers playing the we tried to help position ,what they don’t show and say is the mechanic damaged my oil pan and then tried blaming me saying I had a leak when I know I didn’t as I just baught house and my drive way had zero oil stains on it before I brought it to them ,I took it to ***** **** and waisted 4 more days not working and they found that my oil pan had been tightened and damaged seals ,then they did an alignment and did not do it correct,I have all the documentation and am just doing what I’ve been instructed,they owe me 2,000 and I have an x employee of sapps willing to testify about the shady work this place does ,***** is a known con man for app brothers and I’m not gonna go away untill I’m payed
Sincerely,
****** *****
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