Complaints

This profile includes complaints for A.L. Prime Energy's headquarters and its corporate-owned locations. To view all corporate locations, see Find Local Branches.

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A.L. Prime Energy has 65 locations, listed below.

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  A.L. Prime Energy

  18 Lark Ave Saugus, MA 01906-4261

  
• 

  AL Prime Energy

  830 Lafayette Rd Seabrook, NH 03874

• 

  A.L. Prime Energy

  950 Southbridge St Worcester, MA 01610-2219

• 

  AL Prime Energy

  1310 Grafton St Worcester, MA 01604-2722

• 

  AL Prime Energy

  81 Summer St Worcester, MA 01608-1007

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:12/21/2024

  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 visited the *********** at ******************************************** on Dec 21. I went to pump 2 and selected 87 gas priced at $2.87/gallon but the pump malfunctioned and I was charged $5.74 for 93 gas at $3.77/gallon. I ended the service, printed my receipt, and entered the store to speak to a clerk to report the pump and receive a refund. After a verbal discussion with an unhelpful clerk, who ultimately told me to call ****** police (I did), I left the store and move to pump 5 because I still needed gas and THE SAME THING HAPPENED but this time I got it on video, which Im happy to share (Im not able to upload it here). I spoke to a UPS driver who was getting gas to check if he was having the same issue and he was not. He checked my pump and I entered a new transaction. The pump finally worked and I able to purchase 87 gas as that was my original intent. I have been unable to get a phone number or any sort of contact info for the manager at this location. I went to Al primes website and their listed email address (which is the same email ****** police gave me) *********************************** is undeliverable, and the AL prime contact form on their website is having a system error. I left a VM during business hours but I have not heard back. Im essentially at a loss and unable to reach anyone at this business to help me with this situation. Its not about the money at this point, its the inability to get a hold of ANYONE who can provide a resolution to this issue that could potentially affect many other customers. Ive uploaded my receipt and call log to ****** police and AL prime customer service.

  

  Business Response

  Date: 12/23/2024

  Hi Francesca,

   

  Can you please tell us the time, date and pump you were at?

  Customer Answer

  Date: 12/23/2024

  Better Business Bureau:I have reviewed the response submitted by the business and have determined that the response does not satisfy or resolve my issues and/or concerns in reference to complaint # ********. Please add your rejection comments below; if you do not provide any details, your complaint will be closed as ***************************************** responded asking for more information  so I am responding:

  pump 2 on 12/21 at 13:05 (this is on the receipt). Pump 5 also experienced the same error but I did not pump any gas  

  Businesses and Customers should be civil, courteous and polite in their responses to complaints. It is important to remain professional and productive when participating in the BBB complaint process.
  
  FAQ
  
  Regards,

  Francesca

   

   

  

  Business Response

  Date: 01/13/2025

  Thank you for your business and we apologize for the inconvenience. As we research what happened, we will be issuing you a refund in full and hope you will continue to be a customer.

  Can you please confirm your mailing address?

  Thanks again and Happy New Year!

  Customer Answer

  Date: 01/14/2025

  Better Business Bureau:I have reviewed the response submitted by the business and have determined that the response does not satisfy or resolve my issues and/or concerns in reference to complaint # ********. Please add your rejection comments below; if you do not provide any details, your complaint will be closed as Answered. 

  Are you able to issue the refund on the card I used for the transaction by using the receipt? I dont want to post my address publicly. Otherwise, can you provide me with an email address? I also want to clarify the incident happened at 15:05 not 13:05. Receipt is attached to my initial complaint. 
  
  Businesses and Customers should be civil, courteous and polite in their responses to complaints. It is important to remain professional and productive when participating in the BBB complaint process.
  
  FAQ
  
  Regards,

  Francesca

   

   

  

  Business Response

  Date: 02/03/2025

  You can provide me your mailing address at *************************************** Thank you!

• Initial Complaint

  Date:11/06/2024

  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.

  The staff are scam artists and sell faulty products and do not help you after selling you a broken product . Their gas is watered down and damaged my car. Their staff are rude

  

  Business Response

  Date: 11/07/2024

  Hi *****,

  Please provide more information. What store? What time? What pump?

  We have not had any recent bad gas claims.

• Initial Complaint

  Date:07/27/2023

  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.

  On February 9, 2023 I had my car starter replaced by the BP Auto Repair and they charged me $985 for it and the labor. Two days ago on July 25 my car had the same problem again. I had to tow it to the same mechanic and he told us that if it is the starter again we will not pay for it. Today on July 27, 2023 he tells me that became 90 days have passed since he did the work he will not charge about the parts but he wants $350 for the labor. I told them I should not be paying about the labor as well since I have no reassurance that this thing will not happen again in five months or anytime soon.

  

  Business Response

  Date: 07/28/2023

  Hi ******,

  Unfortunately, the auto repair shop is a leasee of our tenant at that location. You will have to complain to the shop directly. It is ran independently.

• Initial Complaint

  Date:11/28/2022

  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.

  On October 2, 2022, I filled my gas tank in the amount of $62.06. However, I was charged double for the same day. I filled my gas tank only one time on that day and it is almost impossible to put same amount of gas on the same day. So, I contacted the gas station to speak to the manager of this issue, but they never got back to me. They even dodged my calls until I contacted **** credit card to dispute the charges. From my credit card statements, it clearly shows that I was charged double on the same day, however, they are claiming that there is no documents available for this transaction at the pump and they are not responsible for this charge. But, I strongly believe they can see this two transactions and they should have some type record that indicates the exact time of this two transaction and which pump was operated. If, I did make two separate transactions, then they should able to prove it.

  

  Business Response

  Date: 11/29/2022

  This look like a processing center error. Please see attached.

   

  It shows customer has received their money back.

  Customer Answer

  Date: 11/29/2022

  Better Business Bureau:I have reviewed the response submitted by the business and have determined that the response does not satisfy or resolve my issues and/or concerns in reference to complaint # ********. Please add your rejection comments below; if you do not provide any details, your complaint will be closed as Answered.

   

  As you can see it's a "conditional credit for dispute" which means, while Citi is investigating, they gave me a temporary credits. The credits is  NOT from Al Prime. Al Prime NEVER gave me any credits back but denying,
  ignoring my calls/claim and dragging this issue almost 2 months. I'm attaching new (most recent) statement from Citi Card and most recent transaction from Citi. After someone from Al Prime wrote a letter saying they don't have any documents and they are not responsible for this charge, **** reversed the credit. You should be able to see it These are most recent statements and transactions from Citi so this is how you are able to see the recent charges not in regular format. I'm sorry. I apology for it. If these attachment don't seem legit, maybe **** might be able to provide you or I could have them provide them if necessary.  I hope these help. Thank you. Have a wonderful day.

   

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

   

   

   

  [You must provide details of why you are not satisfied with this resolution.  If you do not enter a reason for your rejection, your complaint will be closed as Answered.]
  
  Businesses and Customers should be civil, courteous and polite in their responses to complaints. It is important to remain professional and productive when participating in the BBB complaint process.
  
  FAQ
  
  Regards,

  Sanghyun

   

   

  

  Business Response

  Date: 11/30/2022

  Please see attached document. Highlighted are the transaction this is regarding to. If you scroll over to the right, only one of the charges for $62.06 has a reference code. That is the only charge we see on our end. The one-dollar charge is an authorization charge. That automatically goes back into your account. This is a processing center error. Your credit card company should be able to resolve this for you.

  Customer Answer

  Date: 12/06/2022

  Better Business Bureau:I have reviewed the response submitted by the business and have determined that the response does not satisfy or resolve my issues and/or concerns in reference to complaint # ********. Please add your rejection comments below; if you do not provide any details, your complaint will be closed as Answered. 

  [You must provide details of why you are not satisfied with this resolution.  If you do not enter a reason for your rejection, your complaint will be closed as Answered.]
  

  
  

  I contacted the Citi Card last week regarding on this, they told me two charges were approved by AL Prime even if Al Prime sees one reference code on their end. I forwarded them the attachment I received from Al Prime. As of now there is another open dispute going on. Until I hear an update from either Al Prime or Citi Cards, I need to reject. Thank you
  

  
  

  
  

  Businesses and Customers should be civil, courteous and polite in their responses to complaints. It is important to remain professional and productive when participating in the BBB complaint process.
  
  FAQ
  
  Regards,

  Sanghyun

   

   

• Initial Complaint

  Date:08/02/2022

  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.

  I am reaching out regarding two issues that occurred at the A.L. Prime Energy **************************************** location on 6/28/22. I have tried to reach out to the business directly via email and in person but have gotten no assistance. The first issue is regarding a discrepancy between the receipt I received and the amount of money that was charged on my credit card. While the employee was filling my tank, my card was taken along with several other patrons. I had to ask for my credit card back after he gave me the receipt. The amount I was charged according to my bank/credit card statement is $20 more than the amount quoted to me/the amount on the paper receipt (images below). In addition the receipt says "cash" but I paid with a credit card. The second issue is that my gas cap was not replaced after fueling by the employee (it is a full service station). When I got home the fuel cap was completely missing. When I returned to the gas station the next day to inquire they were not very helpful but did have several gas caps at the desk for me to try leading me to believe this is not an isolated incident and making me worried that if someone else whose gas cap was not replaced returned before me they may be driving around with mine. I was unable to get any guidance from the employee at the station. I have reached out via email and not gotten a response.

  

  Business Response

  Date: 08/29/2022

  This has been resolved by sending a gift card to customer directly