Business Profile

Gas Station

TravelCenters Of America

Headquarters

This business is NOT BBB Accredited.

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Complaints

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

Customer Complaints Summary

70 total complaints in the last 3 years.
24 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:08/23/2023
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.
I have had a very bad experience with TA ultraone points. I am member from last one and a half year. It took me one and a half year to reach at the platinum. I think 1-2 days before this incident i become platinum member. These TA Ultraone guys suspended my account with no reason. They are keep saying you did card sharing you did card sharing without hearing the truth. I can proove you guys wrong. Without informing me no call no email no message they suspended my account saying that you were filling too many gallons. So what? Should i drive without diesel? If i have to start my shift and their is TA or Petro pump nearby or according to our schedule i fuel from same pumps usually what is wrong in it?? They are keep saying card sharing card sharing whereas the card is at my home in the drawers in canada, nobody knows nothing how much money or points i have in my account. Nobody knows the login credentials then how you guys can say card sharing? Very easy for you guys to suspend an account by saying card sharing but atleast ask that poor guy who spent almost one and a half year to acheive platinum. I can proove you guys that i filled up the tanks every time in the starting of my shift by sending you the ELOG screenshots according to the DOT requirements. What else you guys want me to do? I am really very much disappointed. I had 24949 points in my account at platinum gear. Need those back please.
Sending you some screenshots from my log book. If you need more i can provide that too.
Business Response
Date: 08/25/2023
Guest was called and he is happy with the resolution.

Thank you
Deborah C*******
Agent, Customer Service TravelCenters of America
Customer Answer
Date: 08/25/2023
[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
Date:07/11/2023
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.
On 5/25/23 one of our drivers put fuel in TA Matthews, MO but from the cashier told him that the transaction didn't go through and that they have to run the card again. He put fuel for 160 gallons - $510.25, DEF 10.99 gallons-$45.50 & cash advance - $200, total - $755.75. They didn't give him the cash advance because in their words the transaction didn't go through. The driver didn't know what to do, so he called me. We were on a three call with manager of the gas station-Chelsea, the IT guy- Liam from TA and me. They were assuring me that this transaction didn't go through, and it was voided automatically, but they can't give a receipt to the driver. I called ******** to verify with them if the transaction went through and they confirmed that it went through. I called Chelsea & Liam again, and the once again assured me that the transaction didn't go through and that they are not going to let the driver leave before running the card again. They both said that it won't be posted on our account this first transaction or within 5 business days we'll see a credit if for some reason is posted. Chelsea run the card again but because we have a limit per day for the fuel, she was able to run it for 90 gallons DIESEL-$285.93, 5gallons DEF - $20.70 & cash advance $200, total - $ 506.63. The driver got the cash advance. But then what it turns out they said, the first transaction went through once of a sudden, so they will void the 2nd transaction. I've contacted so many times Chelsea & Joseph M******* and no refund or credit is posted on our ******** account. I contacted TA customer service for help with the case number they gave me, which is # ******* but the last time they told me that the case was closed for no reason. Anne S******* was helping me on this case but when I sent emails, I am not getting a response from her neither. On 6/30/23 Chelse from TA Matthews, MO called me to ask again for the transactions. I provided her this info, but no response from any of them.
Business Response
Date: 07/14/2023
We have resolved the issue with the guest. We resolved the dispute with the guest card company.

Thank you,
Deborah C*******
Agent, Customer Service TravelCenters of America
Customer Answer
Date: 07/14/2023
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.
The issue is not resolved yet. We still haven't received our refund.
Nothing is posted on our ******** account.
Something on their site is not completed and processed because the refund is not yet received.
I spoke to ******** the other day and they don't see anything to be posted on our account. They say that the Merchant has to file a dispute form directly to them, I provided the form to them but haven't heard from then since. The name of the form is Merchant Invoice Dispute Form. The form could be found on www.efsllc.com , then Customer Service on the upper right corner-> scrolling down to the form
Total amount to be refunded $ 200+$324.81= $ 524.81

[To assist us in bringing this matter to a close, we would like to know your view on the matter.]

Regards,

***** ********

Business Response
Date: 07/17/2023
The customer was informed that we did do our part.

Deborah C*******
Agent, Customer Service TravelCenters of America
Customer Answer
Date: 07/17/2023
[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
Date:06/21/2023
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.
I bought a green dot card and loaded it with 89.00 went home to set it up. The system was down so I waited until the next morning. In the mean time I had misplaced the receipt so the guy told me to go to the store and ask for a copy. I did the same woman working the night before who had sold me the card was there and gave me a copy. Went to set it up and was told that my card was already registered in a different name a d the balance was 2 dollars. Nobody would refund me my money
Business Response
Date: 06/22/2023
Hello,
What location did you buy the item from? and you said you have a copy of the receipt? Can you please send a copy of that.
Thank you
Deborah C*******
Agent, Customer Service TravelCenters of America

Customer Answer
Date: 07/06/2023
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.

Attached are copies of the receipt.
I also received an email from green dot stating had it provided the pin to somebody and the only person that had access to the information would have been the manager that sold it to me from the TA when I went back to get a copy of the receipt she was very rude at first and then all of a sudden she was super sweet when I left the store and very apologetic for some reason with a huge smile on her face so I don't know if she did something or what but all I know is I didn't get my money and nobody wants to remember it

Regards,

***** ********

Business Response
Date: 07/10/2023
The manager of the site has called the number provided which is a recorded advertisement. I called and verified that is was. The manager has then sent an email to the customer and now waiting for a respond. Once the customer has responded to the manager this will be resolved.

Deborah C*******
Agent, Customer Service TravelCenters of America
Customer Answer
Date: 07/17/2023

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.
Consumer sent the following message by text to BBB staff member (**):
They refunded my money. Very satisfied thank you

Regards,

***** ********
Initial Complaint
Date:05/23/2023
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.
Date: 5/18/2023
I stopped there to pump gas, swiped my card and started pumping when I noticed it didn't sound like any gas was coming out but my card was running up. I decided to put the nozzle back, after being charged over $10 and looked at my gas meter and it showed absolutely no gas was pumped. I went inside to speak to a manager and she said it was above her pay-grade and refused to help. I have been trying to contact a manager above her but haven't received a response. I've called everyday and left voicemails, emailed corporate and nothing. Clearly the pump was not working and they have not remedied the situation. After this problem, I went to a different gas station across the street and got gas without issue, my car's gas meter went up immediately. I have pictures and the receipt for proof.
Business Response
Date: 05/25/2023
The district manager called the guest. They have come to a resolution.

Thank you,

Deborah C*******
Agent, Customer Service TravelCenters of America
Initial Complaint
Date:05/18/2023
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.
On 5/8/23 I had the TA in South Dallas Tx replace my muffler with parts I supplied. Job was poorly executed. Upon completion, every single nut and bolt wasn’t properly tightened and one was finger tight. One U bolt was loose enough to move by hand. The same U bolt was installed without the brace that holds the exhaust pipe in place. I pointed this out to the mechanic who did the work and he just shrugged his shoulders. I went to the parking lot, filed a complaint on the phone. I was told Randle G******, the regional service manager, would contact me. Never heard from him. I contacted TA again through Facebook messenger and was told that someone would contact me. Waited 5 days and never received a response. I called the location that did the work and informed them of my complaint. Was told that Randle G****** or Chris Upton would contact me. No one has. I have pictures and video of the substandard install work. I was charged $259.02 for this install. I had to spend 45 minutes in the parking lot tightening every single nut and bolt on this job.
Business Response
Date: 05/19/2023
The guest had been contacted by the DM and they came to a resolution.
Thank you,
Deborah C*******
Agent, Customer Service TravelCenters of America.
Initial Complaint
Date:05/12/2023
Type:Order 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 tried to unsubscribe from their marketing emails repeatedly and I am still receiving many emails. Sometimes more than one or two a day.
Business Response
Date: 05/16/2023
I have reached out to the guest and we made contact. Per his request I have shut down his rewards account and took off his email from the account.

Thank you,
Deborah C*******
Agent, Customer Service TravelCenters of America
Customer Answer
Date: 05/19/2023
[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 20053852, and find that this resolution is satisfactory to me.

Regards,

Mark Kartusch
Initial Complaint
Date:05/02/2023
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.
On March 14, 2023 I came into the TA in lodi, Ohio to get my lights fixed. After them messing around with them for 4 hrs they claim they couldn't fix the problem and gave me a $550 bill and sending me out the door with my lights still not working. The very next day I went to another shop in sullivan,mo and they fixed the problem in half the time. There were exposed wires that were shorting out which the previous " mechanic" should have seen. The quality of work received from the TA is subpar. This is a common practice with the TA to mess around with something fir hours and then tell the owner they can't fix the problem after running up several hundreds of dollars on the bill.
Business Response
Date: 05/05/2023
Our District manager has been trying to call the guest but so far we have not gotten a respond back yet. Is there another contact number?

Thank you
Deborah C*******
Agent, Customer Service TravelCenters of America
Customer Answer
Date: 05/05/2023
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.
I haven't received any recent email communication from the shop in question in over a month. No voice-mails have been left either.

Regards,

**** ********

Business Response
Date: 05/10/2023
Guest was contacted by the General Manager and made contact after many attempts. They discussed a resolution after a transaction the DM is waiting on, to be been completed.
Thank you,
Deborah C*******
Agent, Customer Service TravelCenters of America
Customer Answer
Date: 05/11/2023
[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 provided the money is returned to me as we agreed over the phone for the $550.

Regards,

**** ********
Initial Complaint
Date:04/23/2023
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.
I called TA of Montgomery, NY on Saturday asking if they changed tires. They should sure, come on down! I go down there in my vehicle only to be told that it was going to be a 6-7 hour wait. TO CHANGE A TIRE??? That should take NO MORE than 20-30 minutes. I should have been told this BEFORE wasting my time coming down there. I told the person at the counter I can’t wait here for 6-7 hours, there’s not even parking available for me to wait. He tells me he can leave my service order open, call me when it’s my turn and I can come back tommorow. So I drove my veichle back to my home base, wasted close to 16 gallons of fuel. I then call them on Sunday at 1 PM asking what my position was in line, and they told me I had to re-check in. Then they told me their technician is on a roadcall and will call me when he gets back. It is now 9 PM and I haven’t gotten a call back and am sure I never will because the place is so mismanaged. I wasted my time, my managers time, and my fuel for no reason, AND MY TIRE STILL ISNT REPLACED.
Business Response
Date: 04/24/2023
The guest has been contacted and talked about the issue that happened.

Deborah ********
Agent, Customer Service TravelCenters of America
Customer Answer
Date: 04/25/2023
Better Business Bureau:

I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is somewhat satisfactory to me. I tried to call the manager back, but they did not leave me their extension and was not able to get back in contact.

Regards,

**** *****
Initial Complaint
Date:04/19/2023
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 rented a paid parking for the night after arriving I found they were taken by non paying vehicles I was told I could not get a refund that they can only charge money. I called the PAULSBORO police which came told me they can’t refund me and the police officer found a spot down the road for me to park. I have video evidence of this and gps tracking showing date and time and that I could not park there that night.
Business Response
Date: 04/21/2023
The GM has talked to the guest and this has been resolved.

Thank you,
Deborah ********
Agent, Customer Service TravelCenters of America
Initial Complaint
Date:03/26/2023
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.
Went in for PM / oil change service at prescott ta ... verified all filters were in stock . They were the last set of filters in stock truck came in for service 1hr later was called out to take a look at oil measurement. I asked the tech about the old filters and if he noticed anything else wrong was told the old filters were fine and everything else looks good .... paid and parked in the parking lot for the night.. in the morning went to start the truck and noticed trouble starting... opened the hood noticed a fuel leak grab a flash light noticed it was coming from the fuel filter also noticed the fuel filter was dirty and never changed .. went to the store asked for the tech to come see and he saw the leaked and confirmed the filter was never changed .. he checked the inventory and confirmed there is none in stock and the last ones in stock were supposed to be used for my truck last night . Tech went to napa grabbed a filter and changed it ...later on that day the manager calls me and tells me he sees the video And confirms that filters look like they were changed.. yes the filter housing were removed and put back on the truck that is why my truck leaked diesel the next morning because on putting the housing back with the old gasket caused the leak. those filters retail are almost $200 .. the tech went through the process of looking like the filters were changed and never did and no one could fined them the next day ..if the filters were incorrect why charge me ...y tell me the old filters were ok.. and were are the filters the following day if he forgot or call and say hey we forgot to change them come back... pretty much the tech stole from me and there's no other explanation...I'm constantly other road and I have always trusted ta to service my truck. This is really uncalled for and I would like a full refund I do not wanna keep using ta
Business Response
Date: 03/28/2023
Driver was offered to look at the video footage showing the documented proof of the fuel filter being changed , and it was changed . After the fuel filter was changed again, It was found out at no fault of the site the first fuel filter had a manufactured default of the fuel filter. That was changed before the driver left the site at no cost to him. He was also made another offer which the customer said ok to.

Thank you,

Deborah C*******
Agent, Customer Service TravelCenters of America
Customer Answer
Date: 03/28/2023
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,

***** ******

Attached is a picture of the so called fuel filter that was changed in the video..this fuel filter was removed from the truck by ta tech that was there in the morning.. whch that same tech verifyed that filter was not changed ... so is the video wrong ? Is the tech that changed the filter in the morning a liar .... did i in the middle of the night parked 5 trucks away sneak in to the shop steal the dirty filter and install it so it can leak in the morning...im sure they could check the cameras ..or was the filter never changed ..and yes the only reason that tech had to change the filter in the morning was because the old gasket was damaged when put back on ..please explain how is this filter is in this condition if it was charged during the original service
And yes I was offered to go to another store to do another service free but the issue I have experienced at two different locations one in california and one in New jersy is that only mangers can approve that process and no mangers are on site and no one can help me until a manager comes and calls prescott ta to start that process. So all I want is a refund

I just honestly can not believe that ta is defending and saying look at the video of the housing being changed when there own tech is saying in the morning that filter has not been changed with a picture of this filter being removed in front of there shop ...... explain the condition of this filter if it was truly changed 5hrs before on video with that truck not leaving ur parking lot

All I want is a refund

Business Response
Date: 03/30/2023
Mr. ****** was contacted and this has been resolved.

Thank you,

Deborah C*******
Agent, Customer Service TravelCenters of America
Customer Answer
Date: 04/04/2023
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,

***** ******

Spoke to an area manager and we agreed that I would receive points/credits so I can do another service no charge . I would recieve an email with a form to sign and return and points/ credits will be sent to my loyalty account soon after. I received the email, signed it and sent it back . Still waiting on points / credits. Almost one week.
Once I recieve credits this issue will be resolved
Business Response
Date: 04/06/2023
Mr. ****** has been contacted and this has been resolved.
Thank you,
Deborah C*******
Agent, Customer Service TravelCenters of America

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TravelCenters Of America is NOT a BBB Accredited Business.