ComplaintsforEG America, LLC
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Complaint Details
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Initial Complaint
07/12/2024
- Complaint Type:
- Service or Repair Issues
- Status:
- Resolved
Cumberland Farms recently updated their online app. I noticed that the bank account information on the app is now incorrect.I called the number on the app and was told my information is correct in their computer system so i would have to call Cumberland Farms Corporate number. My call has been disconnected 3 times for a total time wasted of 56 minutes. It is impossible to get through. Meanwhile, someone else has been charged for a purchase that I made! (Inadvertently)June 11th was the last time that my bank account was charged. So the last 2 purchases went on someone's account.Business response
07/12/2024
Guest Services has called the guest about her experience on 7/11/24.This has been handled with the guest so response needed.Customer response
07/15/2024
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
05/28/2024
- Complaint Type:
- Product Issues
- Status:
- Answered
I purchased gasoline at the pump with a debit card at this store on May 1. At that time a pre-authorization against my card for 100$ was placed. Since then the actual total, 30.08$ has cleared, but I still have a pending 100$ transaction. This has also caused me overdraft fees.Business response
05/29/2024
Guest Services has sent a response to the guest regarding their experience on 5.28.24 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
03/06/2024
- Complaint Type:
- Service or Repair Issues
- Status:
- Answered
I got bad gas from Cumberland farms. I have the proof from the mechanic and my insurance but they refuse to take responsibilityBusiness response
04/02/2024
Guest Services has sent a response to he guest regarding their experience on 3/5/24 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!Initial Complaint
12/05/2023
- Complaint Type:
- Service or Repair Issues
- Status:
- Answered
On November 28th I used the smart pay app to purchase gas from the Cumberland Farms in ******, **. Apparently they believe there was an issue with my bank, which my bank has no record of, and they immediately sent it to a collection agency demanding an additional fee. There is no way to tell on the smart pay app if there has been an issue, or what the bank account and timing actually are. You have to contact a sketchy and aggressive debt collector. The debt collector is so shady they are actually blocked and show up as "Junk" if you have ********* spam blocker on. If there had actually been insufficient funds my bank would have charged me a fee. I don't know if the app is a bait and switch whose actual purpose is to hit you with fees from a debt collector in ********, or if it is just inefficient and ineffective, but this is an unacceptable way to do business. Again, the app doesn't tell you anything is wrong and you have no way to know.Customer response
12/05/2023
Hello,
I can't remember if I used the App on November 28th, the last transaction in the app history is 11/10. I have previously used the app for gas. I received an email on 12/4 from smart pay rewards, the cumberland farms app company, stating that I owed a collection agency called ********* 40.06 for unpaid gas as well as a $20.00 fee for a returned item. I then received an email from ********* stating that I had 10 days to pay them.
My transaction history in the app only has November 10th, no november 28th, and my bank account did not have insufficient funds. Nothing in the app shows I have any kind of outstanding balance. I'm going to pay them because I don't want it to show up on my credit, but I want to be refunded. The only reason I haven't deleted the smartpay account is because I don't want to lose access to the transaction history.
Business response
12/12/2023
Guest Services has sent a response to the guest regarding their experience on 12/6/23 by 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
10/02/2023
- Complaint Type:
- Service or Repair Issues
- Status:
- Answered
I was not provided with a receipt for my gas refill. I need one to be reimbursed for gas charges. I had to pay out of pocket for the business costs. After asking employee for his name and after I asked for the spelling of his name he said "look it up" and hung up the phone.Business response
10/03/2023
***** Services has sent a response to this guest regarding their experience on 10/3/23 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
09/27/2023
- Complaint Type:
- Service or Repair Issues
- Status:
- Answered
I walked in on Wednesday morning at a local Cumberland Farms store to play the Powerball lottery for tonight. I wanted to play 5 picks of my own that I picked for tonight's drawing. The cashier apparently didn't know what they were doing for they could not process my picks for some reason. Then he gave me 2 listing picks that I thought were good but only charged me $8 instead of $10 like it should have been. I didn't give it too much thought till I got home and noticed that not only did he only played 2 of my 5 picks but then charged me another $4 for the copy of the exact same ticket that he processed, and it was exactly the same ticket with the same numbers and all the ** numbers too. I find this to be completely unacceptable for employees are supposed to know what they are doing, and it shows at this store that they don't have a clue or care about what they are doing and only trying to rip people off to make a buck for the store. I go to this store all the time to play the lottery but after this BS incident, I will be going elsewhere now that cannot trust this store anymore. I find this service inexcusable for they are supposed to be paying attention to what they are doing, especially when they are handling money. I will be telling people I know that go there to NOT shop there anymore, especially for the lottery for they will be ripped off. What's even worse that the store does not even bother to keep new playing cards available for the lottery at the store at all either!! NOT HAPPY!!!Customer response
09/27/2023
I think I deserve a refund of $4 and a written apology for wasting my time and money when this situation should not have happened. I am a disabled person on a fixed income, and I try to spend my money wisely for the way things are so expensive no matter where you go. I feel that the clerk who was at the counter at the time should have been trained better and more properly by the management for it shows that they lack that content at their store.Business response
10/04/2023
***** Services has sent a response to the guest regarding their experience on 9/29/23 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
08/21/2023
- Complaint Type:
- Sales and Advertising Issues
- Status:
- Answered
On 8/19 around 5:40 PM I entered the Washington st, ********* ** cumberland farms to purchase a beverage. The signs advertised a bag of lays chips for 99 cents when you purchase a propel water at regular price. Not only did the cashier named *** fail to honor the advertised price, but was aggressive, and threatened to have me removed from the store just for asking. They need to honor the advertised price and not be rude and threatening to their customers. This is uncomfortable, unnecessary, and bad business. Thank you.Customer response
08/21/2023
Hello,
The resolution I am seeking would be to be able to walk into a cumberland farms and have the signage reflect the ************. I would also like the employees to be better trained in customer service so as to honor the advertised price and not become hostile about it.
thank you!
Business response
08/22/2023
Good ***************** Services has sent a response to he guest regarding their experience on 8/19/23 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
08/02/2023
- Complaint Type:
- Product Issues
- Status:
- Answered
Bought 2 chips ahoy cookie packs for 4$ they are outdated from June I also bought another 14$ worth of food the next purchase on the register and employee only gave me receipt for the 14$ purchase when I returned the employee was completely rude wouldnt refund the money acted as though he didnt know the manager and was upset with me that I didnt know her name his name is trae though and I went and checked remaining stock of cookies and they are all outdated from June as well this is the second time in a month Ive paid good money for food I cant eat from Cumberland farms store the same store. He should have been courteous and either refunded the money or given another purchase but instead chose to act as though I stole the cookies in the first place when I did not. What a scam on customers one way to make money from the people who keep them in businessBusiness response
08/03/2023
Guest Services reached out to the guest on 8/03/23. This is all set to close out.Initial Complaint
04/18/2023
- Complaint Type:
- Sales and Advertising Issues
- Status:
- Resolved
On April 7 2023, I entered Cumberland farms in ***********, ** store number ******************************************** line to pay $1.06. The customer in front of me purchased $35.00 in lottery scratch tickets. I then approached the cleck and she said $1.06 so I scanned my Discovery credit card. She then said "all set". Ten minutes later on my way to work, I received a purchase notification from Discover credit card of a purchase of $35.00 from Cumberland Farms. There was no purchase of $1.06. The clerk charged me the amount of the previous customer of $35.00. I wasn't given a receipt. I have uploaded 2 files. One showing the charge of $35.00 "pending" from april 7 2023 and one showing that same charge three days later showing the same charge as "posted" making it official that I paid $35.00 for a coffee worth $1.06. I am requesting a refund of the difference of $33.94.Business response
04/18/2023
Guest Services reached out to guest on 4/18 for additional information.Customer response
04/22/2023
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
04/12/2023
- Complaint Type:
- Service or Repair Issues
- Status:
- Answered
4/10/2023 - Purchased $30 gas from the Cumberland Farms located on Belmont Ave. in Springfield, MA and my car immediately started having mechanical issues, started sputtering, and generated an emissions light, a check engine light and an AWD check light. I have just had my car inspected prior to that on the same day and passed with no issues, as there were none. I want the company to pay for repairs needed and correct their gas storage system to avoid causing damages to others.Business response
04/12/2023
Guest Services reached out to the guest on 4/12/23 for additional information
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Customer Complaints Summary
43 total complaints in the last 3 years.
8 complaints closed in the last 12 months.