Business Profile

Convenience Store

EG America, LLC

Headquarters

This business is NOT BBB Accredited.

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Complaints

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

Customer Complaints Summary

41 total complaints in the last 3 years.
16 complaints closed in the last 12 months.

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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:04/18/2025
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 filled my gas tank up for $29.20 after work on 04/11/2025. I recently switched bank accounts and forgot to update it in the app on my phone. You save 10 cents by using a bank account which they fully advertise. This company then decided to send my charge to a collections agency which incurred an additional $50.00 fee just for not updating my bank account information. I immediately called to update my bank account when I found this out and there was no warning email either stating my bank account on file expired. I spoke with Smart Rewards who told me to contact Zipline. Zipline then told me to contact the collections agency at *********. I spoke with a manager, ***** *******, who stated that they collect this fee because they have to pay off Turkey Hill's debt at that time. This is ridiculous because every other app I use will kick back payments if the account is not valid. Just because a customer wants to save money and makes a human error, they get charged a penalty. I would like to add that CHECKredi along with Smart Rewards and Zipline all REFUSED to refund my payment. Please avoid this company scam.
Business Response
Date: 05/15/2025
The business is not able to access the portal, but did send the BBB an emailed response, down below is that response.

Can you please put that we contacted the customer on 4/16/25 and spoke with her regarding her account status and provided her with the appropriate contacts to get it resolved.

Thank you,

Customer Answer
Date: 05/15/2025

Complaint: 23213855

I am rejecting this response because: They stated I had no other option but to pay their invoice. I specifically spoke to the manager and was informed that there were no other options or contacts.

Sincerely,

******* ********
Initial Complaint
Date:04/17/2025
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 April 15, 2025, at approximately 12:56 PM, I visited the Cumberland gas station located at *************************************. I pulled up to Pump 1 and attempted to pay for $10 worth of gas using my debit card ending in 8671. However, the transaction kept canceling after multiple attempts.I walked over to the cashier's booth and let him know I wanted to purchase $10 worth of gasnot a full tank. He acknowledged the request and I returned to the pump to fuel my vehicle. After turning away from the pump for no more than 20 seconds, I noticed that the amount pumped had exceeded $10 and was now at $13.70.I immediately went back to the cashier and asked why the amount went over what I initially requested. He offered to pay the difference out of pocket, but I declined.Later that day, after withdrawing money from the **** I realized my account balance was off. Upon reviewing my bank activity, I saw that the gas station had charged me $60 for the transaction.I returned to the station to address the issue, but a different cashier was working at the time. I explained the situation to him, and he told me the money should be released back to my account by the morning of April 16.On the morning of April 16, I called the gas station again and spoke to the same cashier who had made the initial mistake. He responded with a rude and dismissive attitude, saying the funds were "on hold."As of today, April 17, the $13.70 charge still hasnt been credited back to my account, and the $60 charge is still pending. I called the gas station again, and unfortunately, encountered the same cashier who once again spoke to me rudely. I asked for customer service contact information and followed up, but they were of little help and redirected me to my bank, saying it was now in their hands.This experience has been frustrating and disappointing. I hope this matter is resolved soon, and Im requesting that it be looked into as promptly as possible.
Business Response
Date: 04/17/2025
Hi Team,
The guest called in earlier today, April 17, 2025, regarding the hold amount. It was explained that the charge is a pre-authorization hold, and the guest was informed that this process falls outside of our standard procedures. The guest acknowledged the explanation and is now aware of the situation.
Initial Complaint
Date:03/28/2025
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.
A few months ago, I had complained to the customer service email that all of the self service pumps at the ********** on *********** in ****************, ** were displaying PUMP CLOSED. I was told that the complaint would be forwarded to the regional manager and that the issue would be resolved. However, once again, the same exact thing happened today and it is clear the issue remains. This is extremely annoying and inconvenient to people who expect to be able to refuel at this location.
Business Response
Date: 04/02/2025
Hi Team,

We have contacted the guest and gave the response on resolving the matter.
Thank you.

Regards,
Guest Services Helpdesk

Customer Answer
Date: 04/02/2025

Complaint: 23127846

I am rejecting this response because:
This is false. I received no correspondence whatsoever via phone, mail, or email.

Sincerely,

****** ******
Business Response
Date: 04/03/2025
Hi Team,

We did sent an email to the guest informing the situation and how was it handled. Date and Time was April 2, 2025 at 2:30 PM.
Thank you.
Regards,
Guest Services helpdesk
Customer Answer
Date: 04/04/2025

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. The email came through a bit late but it eventually made it.

Sincerely,

****** ******
Initial Complaint
Date:02/06/2025
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 a 10-cent discount on gasoline at Cumberland Farms stations, and my husband set up an account. He passed away last August, and I have been trying unsuccessfully to change the account over to my name. However, when I log in to the account, his password does not work. I have tried to contact them a number of times over the last several months and have only recently heard back. They have told me that there is no account with my husband's name (***** * ****). This is absolutely impossible, yet they consider the matter closed. I have attached a screenshot of their last response to me. I sent an email back asking them what I should, but I have heard nothing back. They are very difficult to work with.
Business Response
Date: 02/07/2025
We have provided resolution before . We tried contacting her today but we were unsuccessful hence we left a voicemail for contacting us.
Customer Answer
Date: 05/02/2025

Complaint: 22898499

I am rejecting this response because:
> Hi,
>
> I have never received a phone call. They may have called my husband's
> phone as he set up the account. He passed away last August and I am
> trying to change the account to my name. Via email, I was asked for
> the information about the account, which I provided. After more than a
> week, I was told there was no such account. However, my husband's
> email continues to get emails from ********. I have received a total
> of 2 emails from them since February. The last one was answered with
> no reply. A couple of days ago, I tried to set up a new account hoping
> that would rectify things, but it didn't work.
> When I entered my phone number, the app said that my number was
> already associate with an account...the account they said didn't
> exist.
>
> I am beyond frustrated with this company. They are extremely difficult
> to work with or to get any communication from them. All I want is the
> ability to change the existing account into my name or to create a new
> one.

Sincerely,

******** Foro
Business Response
Date: 05/02/2025
I attempted to call the guest and left her a voicemail on 5/2/25 to resolve the problem.
She did not respond.
Thanks!
Initial Complaint
Date:12/24/2024
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.
Purchased 12 dollars in gas, they held $100 dollars in my account and refused to release it without saying they were going to hold the money befire hand.
Business Response
Date: 12/26/2024
The guest called in December 24, 2024 in our Helpdesk. His complaint was about a process that is not covered by our team and was informed the best option he can do. He was not happy of the the process. I took the call personally and informed the guest of the situation. He mentioned that he understood our limitation but was not happy about the business protocols.
Customer Answer
Date: 12/27/2024

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.

Sincerely,

******* ****
Initial Complaint
Date:12/16/2024
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.
They refuse return and refund.I purchased a car phone charger on Dec 12th. It was not working and I went back to return on Dec 13th along with the purchase receipt. They told me they can't take it back as manager is not here and asked me to come tomorrow. Then they said they don't know when manager will be here so try next week. They didn't give any confirmation if and when they will process my refund.
Business Response
Date: 12/30/2024
Hi Team,

We have reached out to the guest December 16, 2024 and we have forwarded the information to the store where the incident happen. Resolution will be provided to the guest from the store where the incident happened.
Customer Answer
Date: 12/30/2024
I heard back from the company on Dec 16th wherein they asked for the purchase receipt and told me that they will update me in 24 hours. I submitted the receipt on the same day but I have not heard back from them since that time. So they have neither contacted me back nor have refunded the amount. I would still need your help to get my refund. Thank you so much.
Business Response
Date: 01/09/2025
Hi Team,

We have escalated the information to our 3rd party department. Thank you.
Customer Answer
Date: 01/09/2025

Complaint: ********

I am rejecting this response because: they have not taken any action to process my refund. All they have said is that they will reach out another department.

Sincerely,

********* *****
Business Response
Date: 01/10/2025
Hi Team,
We have taken steps to ensure that the situation is coursed to the ight team. We have sent the details and resolution will be provided. From our department the enquiry has been resolved.
Customer Answer
Date: 01/10/2025

Complaint: ********

I am rejecting this response because: they are still internally communicating with their team but have not provided any refund. They are giving general answers without providing refund.

Sincerely,

********* *****
Business Response
Date: 01/17/2025
Hi Team,
Issue has been escalated and resolution was provided to the guest.
Customer Answer
Date: 01/21/2025

Complaint: ********

I am rejecting this response because: Business has neither approached me nor refunded me any amount. The amount is still pending and I want a refund of my purchase.
Also, their response is totally incorrect - No resolution is provided to me. I am not sure why would they write it like that when they have not done anything.

Sincerely,

********* *****
Business Response
Date: 01/21/2025
Hi Team,
We have responded to the guest and provided the resolution.
Initial Complaint
Date:09/30/2024
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 had moved back to the area and had a new bank so I went on the smart pay app for instruction on how to update my banking details, it said to add a credit/debit card which I did. Now I think Im all set and proceed to use the smart pay app for purchases but then receive notice that they charged my old account which obviously got rejected. So now I have two separate charges, one of which is for 1.81 and they are trying to charge me a fee for $35x 2. I have spoken to ******* who has no reasonable answer for this and informs me there is nothing they can do and to speak to ***** **** which is a joke because they are just a debt collector and are also quite rude. I called ********** ***** who informed me theres nothing they can do and I need to call *******! Needless to say I am extremely frustrated and dont know what to do but I know I will never do business with this company again!
Business Response
Date: 10/15/2024
Guest Services has sent a response to this guest regarding their experience on 8/7/24 via phone call. We are currently awaiting a response from the guest so that we can forward this over to the appropriate personnel for further handling. Thank you!"
Customer Answer
Date: 10/20/2024
This company is currently attempting to find a resolution to my issue and is still in process.
Initial Complaint
Date:09/04/2024
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.
Cumberland Farms rewards program is handled by zip line. I have tried twice to log into my rewards app to get the discount at Cumberland Farms for gas and other purchases. I have received an error message on the app that says invalid pin four times and then it goes to your account is on hold and call customer service. This happened a week ago. I called customer service. Explain the issue they fixed my account so it was no longer on hold. I explained the error and the representative just kept repeating the same thing saying your account is no longer on hold. The same thing happened at a different location and the app is not allowing me to put in a pin. It just keeps coming up with an instant error and then put my account on hold. I tried calling customer service and it said no one is available and it hung up on me. I tried four times and this consistently is happening . To Cumberland Farms to get assistance so I can continue to get my rewards. I Pay the higher price at Cumberland Farms a week ago. And today I had to go find another gas station to get a better deal. I was unable to make my in-store purchases as well. I would like this app to be fixed. I would like a phone call telling me its fixed so that I can enter my pin without automatically saying invalid pin. I would like a gift card as well since customer service hung up on me four times and was unable to resolve this issue, even though they are open according to their website.
Business Response
Date: 09/04/2024
Guest Services has sent a response to the guest regarding their experience on 9/4/24 via phone call." We are currently awaiting a response from the guest so that we can forward this over to the appropriate personnel for further handling. Thank you!
Customer Answer
Date: 09/04/2024

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

I am rejecting this response because: I received a call from Cumberland Farms explaining the issue at hand. I am waiting to hear if a credit or gift card will be awarded due to the inconvenience that has caused me to go to other locations for service and pay higher costs at Cumberland Farms when the app did not work for my discount.

Sincerely,

***** **********
Customer Answer
Date: 09/17/2024
I am wondering if the vendor has resolved the issue with the app and can I receive a refund or reimbursement for the extra funds I paid since the app was not working I could not get my discount

I have not heard back from the business regarding this
Business Response
Date: 10/24/2024
"Guest Services has sent a gift card via mail on 10/24/24 Please Close"
Initial Complaint
Date:08/05/2024
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 Sunday July 21nd around 8:30 AM I was filling my gas tank at the Cumberland Farms lcoated at ********************************. When I was done filling the gas kept flowing, because the trigger was stuck on. I tried to stop it, but it would not work. I ran in side and they did an emergecy cut off. Gallons of gas were dispensed before it stopped. I got gasoline all over myself and my clothes. I have contacted Cumberland Farms multiple times to try to get a refund for the extra gas and they have ignored me. I also do not know what they have done to remedy the situation at their location.
Customer Answer
Date: 08/05/2024
Please see receipt attached.
Business Response
Date: 08/05/2024
***** Services has sent a response to the guest regarding their experience on *7/21/24* via *email*. We are currently awaiting a response from the guest so that we can forward this over to the appropriate personnel for further handling. Thank you!
Initial Complaint
Date:07/22/2024
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 used the NEW Cumberland Farms app which denied a purchase because it could not find my debit card information. I paid cash instead. A couple of days later my bank account was charged by Cumberland Farms an over draft fee of $30 and $13.72 for the items. They will not reimburse me. I have the cash receipt in hand. ************************* - ************
Business Response
Date: 07/25/2024
***** Services has sent a response to he guest regarding their experience on *7/25/24* via *email and phone call*. We are currently awaiting a response from the guest so that we can forward this over to the appropriate personnel for further handling. Thank you!

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EG America, LLC is NOT a BBB Accredited Business.