Complaints

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:12/12/2023

  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.

  My husband and I stopped by the to get gas and spent $46.08 and just looked at my online statement on my phone and saw another charge from the same gas station of $151.00. I called my bank and they said to call the gas station since it was still at a pending status. So, I called Pilot and the gas attendant said they charge $151.00 to every one that hits credit on the outside pump, and what ever we don’t use they will put back on the card the following day. We will never use Pilot again after this has happened to a paying customer.

  Business Response

  Date: 01/02/2024

  Pilot
  Travel Centers LLC (“PTC”) is in receipt of the complaint from ****** *****
  concerning problems with her bank account after she paid for fuel using her
  card at a PTC location.  Please allow
  this letter to serve as PTC’s response to her complaint.
  Ms. Sires
  alleges that she purchased Forty-Six and 08/100 Dollars ($46.08) worth of fuel
  from a PTC location utilizing a credit card for payment.  It seems that she used her credit card to
  initiate a “pay-at-the-pump” transaction. 
  After the transaction, Ms. ***** noticed that there was a $151 hold on
  her account in regard to this pending transaction.
  To
  initiate all pay-at-the-pump transactions, in order for the transaction to run,
  a certain amount is preauthorized at the time the customer’s card is swiped to
  ensure the credit card is valid, and that there are sufficient funds in the
  account to cover the purchase.  No money
  is debited from a consumer’s account at the time the card is preauthorized;
  instead, that amount is designated as “unavailable” until the transaction is
  complete.  In this case, Ms. ***** states
  that the preauthorization hold issued on her account was One Hundred Fifty-One
  and 00/100 Dollars ($151.00).
  Immediately
  upon completion of Ms. ******* transaction, PTC’s point of sale system sent an
  electronic message to its card processor, a third party, which then relayed the
  specifics of the completed transaction to her credit card company.  Upon receipt of this information, Ms. credit card company is supposed to release the preauthorization hold and charge
  her account with the actual amount of fuel purchased.  Pilot only receives the amount of money from
  the actual fuel sale.
  The
  settlement period between when the customer swipes the card and when the actual
  purchase price appears on the account is generally less than twenty-four (24)
  hours.  From the information that Ms. provided, it sounds like her credit card company may have taken longer to
  remove the preauthorization hold than the typical twenty-four-hour period.  Unfortunately, Pilot has no control over when
  the credit card company releases the preauthorization amount.
  It
  is also important to note that PTC only receives the amount of the
  completed fuel transaction (in this case, $46.08) and no other money.  PTC denies violating any laws or
  authorizing Ms. ******* credit card company to hold more funds than she spent
  on the day of her visit.  The best way
  for Ms. ***** to resolve this situation is to check with her credit card
  company.  PTC apologizes for any
  inconvenience that she endured as a result of the preauthorization hold.