Important information
- Customer Complaint:Pilot Corporation is headquartered in Knoxville, TN. The company maintains locations throughout the United States. All complaints are processed by this headquarters. Accordingly, this customer experience record includes complaints from all of its locations.
Complaints
This profile includes complaints for Pilot Company's headquarters and its corporate-owned locations. To view all corporate locations, see
Customer Complaints Summary
- 41 total complaints in the last 3 years.
- 13 complaints closed in the last 12 months.
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Submit a ComplaintThe 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:02/21/2023
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.
On Jan 27, 2023 I received a email from pilot that they have a return fuel draft payment for my Fleet fuel account. I assured them last time my fuel card (002) was used was Jan 13, 2023 & spent $137.76 in Orange, TX. (Angela) sends me an invoice with all the transactions which I notice quickly a different card number being used on my account ( 003) to buy fuel in Odessa, Tx ( Jan 14, 2023) plus the quantity was over 200 gallons per transactions normally I buy a mamaxium of 120 gallons if I ever run my tanks close to empty. . After calling my account manager (Sarah) she proceeds to freeze ALL cards & request new ones. Later I checked my NAVY FEDERAL business bank account & notice Jan 18, 2023 a payment of $1900 to pilot was with drawled from my account . All fuel purchases was in West Texas & southern Florida locations in those states I never travel to. Plus the card the person was using was ACTUALLY STORED INSIDE MY SAFE AT HOME. Pilot fraud department only emailed my account manager & never me directly nor will they let Sarah forward any of their messages to me as well. I have all old & new fuel cards' in my possession also my truck is equipped with a tracking device that will show my location for each fuel transaction. Also, PILOT HAS cameras at their fuel pump & inside store to actually pin point who HAS PURCHASE fuel under my account. The Fuel theft added up to $8500. Pilot fraud department told my account manager through email that only 10 days of FRAUD DISPUTE would be honored (= $6600) & the business owner should be held responsible for monitoring their account. However my cards was locked inside a safe I felt confident that no one could use my account to buy fuel. Thus Pilot fell to hold there selves accountable for the lack of technical security or billing corrections & tried to blame the customer partially for their mistake in order to not commit to a full refund .
Business Response
Date: 03/07/2023
Pilot Travel Centers LLC (“PTC”) is in
receipt of the complaint from ******* ******** regarding an issue with his
account, wherein Mr. ******** alleges fraudulent charges to his account
throughout the month of January 2023
totaling approximately $8500.00. Mr.
******** maintains he did not make these charges, and, at the time they were
all conducted, the physical card was in his possession. Mr. ******** disputed the charges and states
PTC would only honor the last 10 days within the fraud dispute. Mr. ******** is requesting a refund for all
charges.
Mr. ********’s account is a business
credit account. Per the terms and
conditions of this type of account, the customer is responsible for diligently monitoring
all account activity and is responsible for all charges, whether legitimate or
fraudulent. PTC attempted to work this
out with Mr. ******** via a proposed settlement agreement. However, Mr. ******** rejected that
offer. PTC remains willing to honor the
proposed settlement.
Please do not hesitate to contact
Pilot if you require any additional information in connection with the
above-referenced complaint.Customer Answer
Date: 03/08/2023
The total amount of fraud claim is $8245.03. The amount Pilot credited my PILOT business account with them is $6584.84. However the amount that was DEBTED (Cash) OUT of my Navy federal business account on Jan 18 . 2023 was $1978.52. I am requesting amount of $1978.52 to be refunded to my NAVY FEDERAL business account before accepting any settlement from pilot.
Complaint: ********
I am rejecting this response because:
Sincerely,
******* ********Initial Complaint
Date:01/27/2023
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.
We had an outstanding balance with Pilot for $6810.40. We were advised that this included the charges for our fuel and maintenance accounts ($5461.52 for fuel and $1348.88 for service via ******** **** ****). When we began to settle our account, we made several attempts to set up a payment arrangement with ****** *******. She would not answer our calls, and finally told us by email that Pilot does not have payment arrangements. We contacted ******** **** **** to pay the smaller balance of the $1348.88. First, they told us that they could not take the payment, and we would have to contact Pilot. We contacted ****** ******* at Pilot and she advised that we would have to call ******** **** ****. We called ******** **** **** again, and after being bounced around; we were told to submit an EFT for an ACH draft. We forwarded an EFT for an ACH draft of $1348.88 to ******** **** ****. Instead of them taking the payment, they forwarded our updated banking information to ****** ******* at Pilot, and she attempted to draft the full amount of the $6810.40 (for fuel and service). We had to put a stop on the payment because it would have overdrawn our account by a few thousand. We spoke with *** ******* about her fraudulent activity, and only then were we able to set up a payment arrangement. The payments were to be in installments of $972.91 until the $6810.40 was satisfied. We made our first payment on 10/21/22 and our last payment on 12/23/22 which left 3 cents. The 3 cents was drafted on 1/24/23. Our account was reactivated on 1/4/23 and we have been able to use it for fuel. Now, we're being told that the payments that we submitted had nothing to do with ******** **** **** through Pilot. Even though our Pilot account number is the same as our account number on our Maintenance account with ******** ****. Also, anytime we use ******** **** it reflects on our Pilot account. Pilot is falsely telling us that we need to pay another $1348.88. The allege that we never paid it.Business Response
Date: 02/10/2023
Pilot Travel Centers LLC (“PTC”) is in receipt of the
complaint submitted by ****** **** on behalf of her company, *** **
Specialized Transport LLC (“*** **”). According to the complaint, *** ** had an
outstanding balance with PTC for $5,461.52 for fuel and an outstanding balance
with ******** **** **** (“STM”) for $1,348.88 for service. *** **
alleges that it provided STM with their
banking information for an ACH draft in order to pay the outstanding balance of
$1,348.88. *** ** alleges that STM shared
its banking information with PTC, and PTC attempted to draft the full amount of
both balances, totaling $6,810.40. ***
** claims they were forced to stop payment on this draft because it would have
over drawn their banking account. It was
after this, according to the complaint, *** ** asserts it was able to set up a
payment plan with PTC in installments of $972.91, which began on October 21,
2022 and ended on December 23, 2022.
PTC has investigated this matter and respectfully
disagrees with *** ****** accusations made on behalf of *** **. *** ** has a credit account with PTC for fuel
purchases made at PTC locations (account No. 1183739) (the “PTC Account”). It is our understanding that *** ** also has
a credit account with ******** **** **** (“STM”) for truck products and
services provided at STM locations. In
contradiction of *** **’s allegations, PTC does not control or manage any
account of credit extended by STM to a mutual customer, nor does PTC manage or
control STM’s collection of debt from any mutual customer. Similarly, STM has no control or management
over PTC’s extension of credit or recovery of balances owed to PTC by a mutual
customer. In fact, *** **’s application
and credit agreements made it very clear to customer that any credit provided
by PTC was separate and apart from any credit provided to *** ** by STM. Customer was also aware at the time of its
credit agreement with PTC that any credit amounts extended by STM were separate
from credit extended by PTC.
In the fall of 2022, *** ** accumulated an
outstanding balance of $5,461.52 on their PTC Account, which was locked,
preventing any further purchases, until the balance was paid back to PTC. PTC and *** ** agreed to a payment plan
wherein *** ** would pay off the outstanding balance of $5,461.52 in
installments of $972.91 beginning in October 2022 until paid in full, which
occurred on December 23, 2022. At that time, the PTC Account hold was
lifted. Contrary to *** **’s complaint,
PTC only collected the amount of money which was owed to PTC ($5,461.52) and
did not receive or attempt to collect any money owed by *** ** to STM. Further, PTC never received *** **’s banking
information from STM; in fact, *** **’s banking information was provided by it
directly to PTC for purposes of processing *** **’s payments to PTC. It is PTC’s understanding that *** ** still
has an outstanding balance of $1,348.88 due and owing to STM. PTC bears no responsibility for this balance.
y here...Initial Complaint
Date:11/01/2022
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.
On Tuesday, September 27, 2022, I stopped for gas at Pilot #468 in Gilman, IL. After refueling I moved my car to the front curb near the entrance to the store and went inside. Shortly after I returned to my car, the wind blew over a large rectangular sign with a metal frame that scratched the front passenger bumper cover (and also blew over a cigarette butt receptacle). The manager looked at my car and appeared to file an online report, but after several weeks I heard nothing back from her or the company. When I called the store on October 31, I was referred to the corporate guest services line. I called them and was given a case number, and a Pilot representative emailed the next day and claimed that "with the sign being moved by the wind this is seen as an act of god and there is nothing we (Pilot) can do in the situation." I find it puzzling that a large corporation claims to be unable to act in such a situation; unwilling seems more accurate. This station is located in a very flat, windy corridor of Interstate 57 between Chicago and Champaign. The sign was broad and free-standing, and it was located on the walkway very near the front door of the store. Fortunately the sign only scratched my car and didn't injure a person when it blew over. It seems reasonable to me that Pilot would pay for the paint repair for these scratches.Business Response
Date: 01/03/2023
Business Response /* (1000, 5, 2022/11/16) */
Pilot Travel Centers LLC ("PTC") is in receipt of the complaint alleging his vehicle received damage after the wind blew over a large rectangular sign with a metal frame, scratching the passenger side front bumper cover.
PTC has conducted an internal investigation, and we have agreed to cover the charges to have the vehicle repaired. PTC's Risk Management Department has reached out and guest is pleased with the outcome.
Please do not hesitate to contact Pilot if you require any additional information in connection with the above-referenced complaint.Initial Complaint
Date:10/25/2022
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.
Flying j reserve parking. Paid for a spot employee will not honor spots that I paid for. Others are parked there essentially stealing. They have a claim drive assured your spots reserved. Causing me to violate federal logs to find another spot.Business Response
Date: 12/13/2022
Business Response /* (1000, 7, 2022/11/09) */
Pilot Travel Centers LLC ("PTC") is in receipt of the complaint from s alleging he paid for a Prime Parking spot but was not provided the reserved parking when he arrived at the location.
Unfortunately, PTC was unable to substantiate this claim due to insufficient information. If the guest could provide more information, such as date, time, location and receipt of purchase, PTC will be more than happy to look further into his claim.
Please do not hesitate to contact Pilot if you require any additional information in connection with the above-referenced complaint.
Consumer Response /* (3000, 9, 2022/11/09) */
(The consumer indicated he/she DID NOT accept the response from the business.)
XXXXXXX is my reservation number 10-24 to 10-25.
Business Response /* (4000, 18, 2022/11/21) */
PTC reached out to for more information regarding his complaint. Once we received that information and conducted our investigation, we reimbursed the points lost from that day and also provided him a free reserved parking on top of that.
Consumer Response /* (4200, 20, 2022/11/21) */
(The consumer indicated he/she DID NOT accept the response from the business.)
Issue isn't about money. We as truck drivers are bound by federal regulations, which mean at the end of our 11 hour drive period we have to park. To combat this we pay for parking, reliable parking with a guarante is what we pay for.Initial Complaint
Date:10/23/2022
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 have been waiting for months to receive a $2499.00 refund from Pilot Flying J for fraudulent charges on my account. To date I have not received the refund.Business Response
Date: 12/08/2022
Business Response /* (1000, 7, 2022/11/08) */
We spoke with Ms. ********** regarding the missing check. We were able to get payment to her by other means, and she was satisfied with the outcome. We consider this case closed.Initial Complaint
Date:10/17/2022
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.
On June 23rd 2022 I had an unauthorized transaction show up on my Chime Credit Builder card ending in 6270
2) This charge occurred on JUNE 23rd, 2022 @ 1:45 am at a Pilot in Georgetown, KY. Unfortunately Chime has been of NO assistance in helping me resolve this matter. Thats when I reached out to Pilot support team. I filed 3 separate inquiries with the Pilot support team hoping to get some assistance. But, all 3 times I received the same exact response, which had nothing to do with my problem. It has been very frustrating bc I've had $150 taken from me and I couldn't get any assistance to help me get it back or to help me get answers. I attached photos of those 3 inquiries. Im also attaching screenshots of the transaction, proof that the money was removed from my bank account and to show proof I was in possession of my card in Savannah, GA at the time this $150 charge took place in Kentucky I attached a screenshot of a purchase made with the same card in Savannah, GA several hours before this charge was made in Georgetown, KY which is 600 MILES away from the Savannah, GA. I'veNEVER even been to the state of Kentucky!
4)THIS WAS NOT JUST A HOLD ON MY CARD, I WAS CHARGED. THE MONEY WAS REMOVED FROM MY BANK ACCOUNT.Business Response
Date: 11/27/2022
Business Response /* (1000, 5, 2022/10/31) */
Pilot Travel Centers LLC ("PTC") is in receipt of the complaint from regarding an unauthorized transaction made to his Chime Credit Builder account on June 23, 2022 at Pilot Store #353 in Georgetown, KY. The complaint stated the customer noticed a charge at Store #353 in the amount of $150, and the customer claims they were in Savannah, GA at this time with the card in their possession. The customer states they have disputed the charge with Chime but have received no help from them.
After an internal investigation into this matter, we do not show an issue with this transaction on our end. Our records indicate the transaction was properly authorized with the credit card company. Pilot recommends reach out again to Chime for further assistance with this matter.
Please do not hesitate to contact Pilot if you require any additional information in connection with the above-referenced complaint.
Consumer Response /* (3000, 7, 2022/11/01) */
(The consumer indicated he/she DID NOT accept the response from the business.)
I do not accept this response. This was an ILLEGAL UNAUTHORIZED transaction. I would like to see the documents used to gather your information to determine this transaction was authorized. Is there not a way for you to investigate into the security footage from the date of this transaction at that specific store to gather more information into the identity of who made this transaction. Bc if I had more information I will 100% press charges against the person who used my information to make this large puchase. Can you please look into how this purchase was made without physical possession of the card. I reached out to you bc I assumed you could give me better details into this transaction. This was money stolen from me and my family and as far as chime is concerned they should be ashamed to call there company a bank bc any other bank would have investigated rather than responding back to my claim 45 minutes after I opened it at 3 am in the morning claiming to have investigated into it and found no wrongdoing and found no signs of account takeover or fraudulant charges and just 5 days prior received 2 messages from chime asking if it was me attempting 2 diff. transactions which it was not. If you're basing you're answer on chimes response, please don't. What do I have to do to get someone to listen and actually help me? If I had authorized this transaction I certainly would not be insisting on pressing charges against the person who made this transaction.Initial Complaint
Date:09/26/2022
Type: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 paid $16 to use the shower at the pilot in Toms Brook VA in September 20. I was then told it could be an hour wait time so I asked if I could just get a refund instead and the cashier agreed. I never got any refund back on my card.Business Response
Date: 10/20/2022
Business Response /* (1000, 7, 2022/10/11) */
Pilot Travel Centers LLC ("PTC") is in receipt of the complaint from **** **** regarding a refund to his account on a shower purchase made on September 21, 2022 at the Pilot location in Tom's Brook, VA (Store #4642). The complaint stated the customer purchased one shower visit for $16.00. After being told the wait time for a shower was going to be an hour, Mr. **** states he requested a refund, and the cashier obliged.
After an internal investigation into this matter, we discovered the customer did not receive a refund for the shower. PTC was able to have the charge reversed today, October 11, 2022, and a refund of $16.00 was placed back on the card used at the time of purchase. Mr. **** should see the refund on his account in two to three business days.
Please do not hesitate to contact Pilot if you require any additional information in connection with the above-referenced complaint.
Consumer Response /* (2000, 9, 2022/10/13) */
(The consumer indicated he/she ACCEPTED the response from the business.)
ResolvedInitial Complaint
Date:08/22/2022
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 closed an account with flying pilot on July 29th 2022 the letter did state that within 3 days it would be closed, I had no outstanding balances at the time, how ever on 8/19 there was money withdrawn from my account from pilot flying J this is an ach payment, I have made several calls and sent several emails and no one has returned my calls or emails, this morning I looked at the transaction again because the transaction is now fully processed and the business on the transaction is DJS car wash and mobil co, This is not my business, and I would like to know why does pilot flying J has my bank account info connected to someone elses business account, this mean that someone used my bank account info with their business account and the only people who have my savings account info is pilot flying J, I would like this resolved immediately because this is fraud and its not acceptableBusiness Response
Date: 09/29/2022
Business Response /* (1000, 5, 2022/09/02) */
Pilot Travel Centers LLC ("PTC") is in receipt of the complaint submitted by ******* ******. It is our understanding that the customer contacted PTC, after discovering a withdrawl on their closed account with PTC. The customer claims there was money withdrawn from their account on August 19, 2022, after closing the account on July 29, 2022. The customer had no outstanding balance at the time of closure and was told the account would be closed within three days.
PTC received an email from the customer on August 19, 2022 regarding the additional charges made to the closed account. The issue was internally investigated by a PTC credit representative, and the funds were scheduled to be returned on Wednesday, August 31, 2022. A representative has reached out to the customer to verify how they would prefer to have the money refunded to them. As of Friday, September 2, 2022, our team has not received a response from the customer, and, therefore, PTC is unable to transfer the refund to them as requested. If the customer will please contact the PTC representative to verify the desired means of return, we will be happy to process the refund.Initial Complaint
Date:08/11/2022
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.
On July 20th, I got gas at the One9 Fuel stop (Pilot) store #4567, in Rock Hill, SC. I put roughly $40.00 gas in my vehicle and less within 10-15 miles, it was undriveable. It was loosing power, skipping, idling very rough, check in light came on and then began flashing. I HAD NO ISSUES AT ALL UNTIL I GOT GAS THERE! parked my vehicle for the and hoping the issue would be resolved the next day. it was not, so I had to get it to the Jeep dealership for repair. But it was Friday before they could look at it due to over jobs already lined up. They 100% confirmed it was contaminated gas that caused the issue and lead to $1058 repair, due to no fault of my own. I went back to the gas station on Wednesday when it happened to see if others had reported and of course they said they did not. But ironically, same pump was shut down for the next couple weeks. I went and confirmed to them as soon Jeep confirmed it on Friday and I started calling the risk management team to file the claim that day. I was advised that someone would get back with me but after many calls that never happened!! until today, for to say it was denied. He blew off everything and did not care not even look into it or at least from any of the documentation I had. He asked store manager and they said no and some reports. . The documented sample of gas pulled show dirty gas with excessive ethanol. It is very sad that a company of this size completely does not care what kind of product they are providing to consumers. After reading the reviews about the responses are almost exactly the same as in the denial reasons. This is unbelievable how they do business and complete disappointment. even small stations that this has happened did the right thing to take of the problem. I don't believe it was intentional of course but it still happened. I would have better hope for a company like this take accountability for their actions or should I say lack of. Thank you for your time.Business Response
Date: 09/18/2022
Business Response /* (1000, 5, 2022/08/16) */
Pilot Travel Centers LLC ("Pilot") is in receipt of the complaint from regarding the alleged contamination of the fuel system in her vehicle. Ms. claims that she fueled at the Pilot One9 travel center location in Rock Hill, SC (Store #4567) with regular unleaded gasoline on July 20, 2022 and drove within 10 to 15 miles when her car became undriveable. Ms. claims her vehicle was "losing power, skipping, idling very rough" and the check engine light began flashing. According to Ms., the dealership mechanic claimed they took a sample of the fuel and the sample showed dirty gasoline contaminated with excessive ethanol, which Ms. alleges she purchased from Pilot. Ms. states the cost to repair this issue as One Thousand Fifty-Eight Dollars and 00/100 ($1,058.00). Pilot's risk management team previously received and investigated Ms. claim and found that there is no evidence that Pilot provided contaminated fuel to Ms..
As with almost all other Pilot locations, Pilot fuel in Rock Hill, SC is maintained in underground storage tanks at the travel center location. These tanks are constantly monitored by a Veeder-Root monitoring system, which provides readings multiple times each day. Among other things, the Veeder-Root system constantly monitors our fuel storage tanks for any contaminants, excessive amounts of water in the tanks, and temperature. Pilot pulled all Veeder-Root monitoring reports for July 20, 2022. None of those reports revealed any contaminants, any water, or any other issues with the fuel storage tanks. Pilot has not received any other complaints of contaminated regular unleaded gasoline (or any other fuel) from that store on that date.
While Ms. vehicle undoubtedly experienced an unfortunate issue, we respectfully disagree with Ms. allegations that Pilot's regular unleaded gasoline caused this issue. Our investigation has revealed no facts to support the allegations that Pilot provided contaminated regular unleaded gasoline to Ms..
Please do not hesitate to contact Pilot if you require any additional information in connection with the above-referenced complaint.Initial Complaint
Date:08/03/2022
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.
On August 1 of 2022, I purchased the Blue Parrot B550-XT for $205.19. However, I found the Blue Parrot S450-XT headset and purchased those on August 2, 2022. When I tried to return the B55-XT on August 2, 2022, I was informed that there is a no refund policy for those headset. No where in their store states no refund on these items and it also don't say it on the receipt. The manager of the store 331 at 2605 Bouldercrest in Atlanta, GA would not come out of the office to help with the situation. I have sent 2 items showing that their policy is not posted for the customer to read before purchasing and items. I am asking for help with the refund of my purchase.Business Response
Date: 09/07/2022
Business Response /* (1000, 7, 2022/08/18) */
Pilot Travel Centers LLC ("Pilot") is in receipt of complaint concerning Pilot's Bluetooth merchandise return policy. Mr. states in his complaint that he attempted to return a Blue Parrot B550-XT on August 2, 2022, after purchasing it on August 1, 2022 for $205.19 at Pilot Store #331 (Atlanta, GA). Mr. states he was told by the store employee that there is a no return policy on headsets, but Mr. claims that this policy is not posted anywhere in the store nor is it listed on the receipt.
Pilot's policy regarding the return of Bluetooth merchandise is as follows: "Exchanges only within thirty (30) days of purchase with original receipt and all original packaging and accessories." Pilot's return policy is printed on the purchase receipt and is also available on our website: https://pilotflyingj.com/return-policy/. Therefore, Pilot would respectfully disagree with Mr. statements that Pilot's Bluetooth merchandise return policy is not properly posted.
Please do not hesitate to contact Pilot if you require any additional information in connection with the above-referenced complaint.
Consumer Response /* (3000, 9, 2022/08/19) */
(The consumer indicated he/she DID NOT accept the response from the business.)
As they have stated it's printed on the bottom of their receipt is a false statement. However, went to a different store have problem resolved because that was their reply to me as well. My receipt had nothing printed on it about Bluetooth policy.
Business Response /* (4000, 11, 2022/08/21) */
Again, Pilot respectfully disagrees with Mr. complaint regarding Pilot's Bluetooth merchandise return policy. As previously stated, the policy is printed on the purchase receipt and is also posted on our website: https@//pilotflyingj.com/return -policy/. Bluetooth merchandise can be exchanged within thirty (30) days of purchase with original receipt and all original packaging and accessories. At this time, we consider this case to be closed.
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