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.

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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:12/14/2022
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 joined ***** one years ago and used there services daily to gather loyalty points. I used them almost daily to earn as much as I can. I worked very hard to get my $438 dollars and was so excited and proud. I became very sick and went on short term disability and couldn’t work and struggled very hard but I finally came back today and when I went to use my ***** card not only did they deactivate it but they took my hard earned money off it for not using it for 6 months or so. I’m heartbroken over this. I worked so hard to earn this and I became disabled for this short time to losing it all. It was out of my hands. I worked very hard and was very devoted to using only TA to achieve this and all taken away from me ?
Business Response
Date: 12/21/2022
The *****ONE Loyalty program is in place to reward loyalty guests as they visit TA, ***** Stopping Centers and TA Express locations. *****ONE gives it’s members many opportunities to earn and redeem loyalty rewards at any of our nearly 300 locations. We have been made aware of the details of Mr. *******’s situation, and will continue to monitor as he gets up and running through his Fleet.

Like all loyalty programs, *****ONE rewards can be earned and redeemed for active members. Members of the *****ONE program are able to remain active by visiting a TA location to complete any loyalty related transactions. Unfortunately, due to the circumstances of Mr. *******’s situation, his *****ONE account went inactive and therefore his account balances were reset.

As previously stated, TA will continue to work with Mr. ******* as he regains his status and is back on the road.
From the Marketing Manager – Customer Engagement | TravelCenters of America

Thank You
Deborah ********
Agent, Customer Service TravelCenters of America
Customer Answer
Date: 12/28/2022
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 have never dealt with a more cruel company as I’ve experienced them with this company. After reading something like this where you took money that was hard earned especially from a temporary disable American show to everyone what your about. I will never stop fighting this and fighting for the money that was taken from me. I will continue to complain and commit to my one cause now and that is to not only get my money back but fight for others who have had the same thing done. I WILL NEVER STOP this mission of mine to recoup what was taken from me unfairly and TRAVEL CENTERS OF AMERICA should be ashamed of what was done taking $430 from a person disabled at the time. Our paths will cross many times till I receive my money back.

Regards,

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

Business Response
Date: 12/30/2022
Mr. ******* was contacted by phone on December 21, 2022, to discuss the circumstances related to his situation, as well as the official rules of the *****ONE loyalty program.

It was mentioned that we would not be adding the requested points to the account.
Rewards program Rules as listed below>

*****ONE-professional-driver-official-rules-10-14-2022.pdf (ta-*****.com)

Expiration of *****ONE Points

1. *****ONE Points, and any special offers or other rewards of any type existing in a member’s account, will automatically expire if no activity is recorded on an account for a period of 180 consecutive calendar days, and the members account status will then be set to inactive. Activity is defined as a Certificate being printed or *****ONE Points being added via a qualifying purchase. In order to earn and redeem *****ONE Points, an account must be active. An account can be reactivated by contacting *****ONE toll-free at 1-800-632-9240.

Thank you,

Deborah ********
Agent, Customer Service TravelCenters of America

Customer Answer
Date: 01/04/2023
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.

I find this response disgusting, you stole points from me while I was disabled with COVID near death. When I applied for the card it was in front of one of your facilities at a table outside manned by your employees and I never received or never even saw that. And thirdly you think that is appropriate to do to one of your loyal customers that was on disability and had COVID near death? Shame on you and I Promise you either give me my money (points) back or I will dedicate my entire life existence fighting LEGALY and thru every means possible to spread what you guys did. I would highly consider reversing your decision. It would be a wise corporate decision before EVERYONE in the USA knows what kind of company you are.

Regards,

********* *******
Initial Complaint
Date:12/09/2022
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.
Was needing fuel and outside display showed diesel at 3.29 but pumps showed 4.89 which seeing the display at a low price i went inside to speak with management and they basically blew me. Off as if it not there problem. And didn't even want to give me a upper management or a phone number to call to deal with the false advertisements. As well as one of the workers had made a comment about sleeping with my mother who as well past away earlier this year
Business Response
Date: 12/19/2022
What loaction is *** ******* at? I did not see a location.

Thank you
******* ********
Agent, Customer Service TravelCenters of America
Initial Complaint
Date:11/24/2022
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.
Offers paid reserve parking. Fails to honor it, employees say its policy that they aren't allowed to kick people out.
Customer Answer
Date: 11/30/2022
I apologize. I would like a full refund for the parking reservation I made. These companies are making promises and guarantees they do not intent on full filling. Something needs to be done about this. It's false advertising.
Business Response
Date: 12/07/2022
The manager has tried to contact Mr. ******** three times plus e-mailed him. Everytime the manager called it rang and he could not leave a voice mail due to the voice mail is full. Is there another phone number to call to reach the customer?
Thanks,
Deborah C*******
Agent, Customer Service TravelCenters of America
Business Response
Date: 12/08/2022
The manager made contact with Mr. ******** and this has been resolved.

Deborah C*******
Agent, Customer Service TravelCenters of America
Initial Complaint
Date:10/21/2022
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 am a small business owner.
*********** ********, LLC. I went to TA Petro a few weeks back. The services I received were extremely questionable. I was intentionally overcharged. When the representative was made aware, instead of reversing the charge, my company was given store credit instead of the money charged. Not official credit, just something written over my receipt. It was not even an option to have my money returned. My truck was damaged. Which cost over $1500 to have repaired. After TA Petro was made aware, they proceeded to blame my company and trap me in limbo instead of standing by their product and services. Just totally unprofessional and sketchy practices. I did not receive the services they charged my company for. They should not be allowed to get away with this.
Business Response
Date: 10/24/2022
This case has already been reviewed by the managers and **** ** ****** sent a response to this with a phone number the customer can call to.

Thanks

Deborah ********
Agent, Customer Service TravelCenters of America
Initial Complaint
Date:10/18/2022
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.
Wednesday 10/12/22 I went to TA center 13011 old hickory boulevard , in between 7 to 7:30 pm , i bought three slides of pizza In that gas station , I come back to work , I check the expire date on the pizza slides And I notice that the date was expire in all of them , I got a picture of it , all of them were expire by 10/12/22 4:58 pm with the hour on the paper they were involved , but the people that work on TA CENTER gas station , they mark with a pen the expire hour , trying to hide it , and they put another hour 8 pm , just to sell it even when they are suppose to throw it away, I went back to the gas station and I claim to the cashier , I told him that that food was expired , that happen like 8 minutes after I bought it There , and he told me that he can’t take food back , and I say , ok, I don’t need the money , just gave me something to eat as exchange , and he refused , saying the same , “ we can’t receive food back once you bought it already “ and I say , well I’m losing my lunch time cause I was at work , I’m losing 11 dollars ( I have picture too ) and now I’m still hungry , I say “ you now what? Just keep it “

And I left , I did return the pizza to the cashier , but I didn’t eat it at all , so I pay 11 dollars nothing basically , and they didn’t respond to me or trying to find a resolution for me At all , so I went back to work

I reporting this today’s day because I didn’t know that I can report this , but i have pictures of the slides pizza and you can see the expire date on it with the hour , and you can also see how they mark it and change the hour and put another hour ( 8 pm )

And I have the picture also of the money they charge me. So I don’t need the money back , that’s not my intention , but I didn’t eat anything that they because of them , that’s my main reason why I report this
Business Response
Date: 10/19/2022
The customer has been called by the manager and this has been resolved.
Thank you
Deborah ********
Agent, Customer Service TravelCenters of America

Customer Answer
Date: 10/20/2022
[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:10/13/2022
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 10/4/2022, the 2018 Freightliner Semi truck for ******* Trucking was brought in the service bay for service at the Lake Station, IN location for repairs and service. What consisted of those repairs/service was an oil change, oil pan gasket replacement, and a Department of Transportation inspection - which can be referenced on work order # *** ******.

That same night, after the repairs were completed, while driving, with a loaded trailer, the semi truck completely shut off, and ALL the oil was draining from the engine. The driver was stranded on the side of Highway 80, in Ohio, late night 10/4/2022. Due to the location and the inability to move the semi, a tow service needed, and be paid for, and towed to the closest TA, which was 8834 Lake Rd, Seville, OH 44273. The TA was aware that the semi was broken down and organized a tow from the side of the highway 80 to the TA in Seville, OH. Upon inspection at the TA in Seville, OH, it was determined that the damages were caused by faulty gasket and repairs that were conducted at the TA in Lake Station. The TA in Seville, were unable to repair the semi due to the extent of the damages - and potentially looking at an engine rebuild. Seville, OH location being unable to complete any repairs of that severity, they advised of a repair shop that specializes in the repairs that were needed - which is **** ******** at **** ********** *******, Brunswick, OH. The semi truck arrived at **** ******** on 10/5/2022, where the extent of the repairs have shown that damage caused by faulty repairs are extensive. At this time, there has been a loss of revenue, tow fees, and repairs costs that have been incurred, and downtime of the semi. We have been in constant communication with Josh ******, who is the Customer Experience Supervisor at **** ********, who has been trying since Monday 10/10/2022, to get in contact with a manager or supervisor who can authorize the repairs, since it is covered under the repair warranty of TA.
Business Response
Date: 10/14/2022
We have made contact with the customer, and we are actively investigating the claim and will stay in contact with the customer through the claims department.

Thanks
Deborah ********
Agent, Customer Service TravelCenters of America
Initial Complaint
Date:10/09/2022
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.
These truck stops offer a reservation service that you pay 20.00 dollars to park your truck for the night. Guaranteed parking no need to worry. When we arrived all the spots were taken and not paid for (confirmed by manager) but they refused to honor that Guarantee. Truckers are bound by federal laws stating that we can only drive for 11 hours a day. So we paid for a spot, didn't receive spot, forced to violate logs to go somewhere else because they didn't honor their Guarantee that I paid for. This happens with TA Petro Flying j pilot all of them
Business Response
Date: 10/14/2022
The customer was called by one of our district managers. They discussed the issue and we will address the issue.

Thank you,

Deborah ********
Agent, Customer Service TravelCenters of America
Customer Answer
Date: 10/14/2022
[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,

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

Ps. At this point they are working on a solution to this issue. It was acceptable, as I told the district manager I wasn't out for money. They offered a refund, actually more I refused and asked for the problem to be addressed. He agreed.
Initial Complaint
Date:10/07/2022
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 purchased bad fuel from the TA in Dexter mi causing severe damage to my semi truck
Business Response
Date: 10/10/2022
This was sent to the Claims Adjuster, Insurance and Risk department. The below statement is what was sent to me about this matter.
The Veeder-Root printout for the day in question, does not show any issues with fuel in any of the underground tanks. Fuel samples taken did not show any contamination. If one of our 20,000 gallon tanks has contaminated fuel, we would have dozens of complaints. The site has not had any additional fuel complaints.

There is no evidence to show an issue with diesel fuel at the site, therefore the claim has been denied.

Thank you
Deborah ********, Customer Service.
Initial Complaint
Date:09/26/2022
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 was buying a new gps so I called TA and asked about the garmen 810 I was told yes they had it $599.99 so I came over and hr to be told while ringing it up it was $699.99. I refused and never got loud or belligerent as I requested to called their manager. The employee called on ******** and spoke to the store manager while both people thought the situation was funny I even watched the employee turn her phone so the manager could see me then saying no that (he’s trying to get the gps for free). So I’m still standing at the end of the counter waiting on some resolution while the four women stood at the other end loudly laughing at me then had several customers looking doing the same while a couple other people left their items and left. This heavyset blond kept yelling it wasn’t her fault the items were priced wrong. Im offended and embarrassed being treated like trash so I contacted the TA customer service 3 times trying to speak to their district manager Josh who has refused to return my call when customer service told me all 3 times the matter was forwarded to this person. I was profiled I’m guessing due to being a driver with a lot of country in my voice.
Business Response
Date: 09/27/2022
The customer was called by myself and the District Manager. The DM will handle with the employees that were involved. He offered to refund/sell the unit at the difference and the customer declined. Customer is happy we reached out and apologized about the matter.

Thank you,
Deborah ********
Customer Service Travel Centers of America
Initial Complaint
Date:08/19/2022
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.
The TA in Lebo KS installed the wrong size R & R Air Bag on 2 Aug 22. Reported this to the TA customer service on 15 Aug 22 and was told that the store manager would contact me within 24-48 hours. No CALL.. The attached documents are documentation of:
1) Receipt for repair completed at the TA - $364.23
2) Tow truck charge due to the truck being unable to drive - $644.00
3) Receipt for replacement of the incorrect R&R Air Bag - $293.19
4) Loss income due to wrong Air Bag being installed on truck and missing delivery date - $2638.56

Seeking total reimbursement in the amount of $3939.98. This is the second incident within the last 2 months where one of our trucks has been damaged by a technician at the TA!!
Business Response
Date: 08/25/2022
The location and one of the managers have tried to call the customer more than several times. One said the phone would ring twice and then disconnect I am not sure if the customers phone takes voice mails or is working. To date the customer has not called back any one that has tried to reach out to him.

Thank You
Deborah ********
Customer Service
Business Response
Date: 08/29/2022
Our District 19 Manager called the customer and talked about the issue. After research The airbag for this tractor is according to International is a FLEETRITE airbag part number FLTA1R12432. It was checked through all the crosses for this and we replaced it with a part number of 9875 or W01-358-1191 which according to FLEETRITE are both direct crosses for their airbag that is OEM for this guests truck. According to the other repair facility they also had to replace a faulty leveling valve that we did not replace. We did not install the wrong airbag

Thank You
Deborah ********, Customer Service Rep.
Customer Answer
Date: 08/29/2022
[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,

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

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TravelCenters Of America is NOT a BBB Accredited Business.