Complaints

This profile includes complaints for Pilot Company's headquarters and its corporate-owned locations. To view all corporate locations, see Find Local Branches.

close

Find a Location

Pilot Company has 94 locations, listed below.

*This company may be headquartered in or have additional locations in another country. Please click on the country abbreviation in the search box below to change to a different country location.

BBB accredited

Near

Country

USUnited States

Please enter a valid location.

Filter

• 

  Pilot Company

  5508 Lonas Dr Knoxville, TN 37909-3221

  
• 

  Pilot Travel Centers

  16921 Halfway Blvd Hagerstown, MD 21740-7891

• 

  Pilot Travel Center

  1851 W 400 N Shelbyville, IN 46176-8541

• 

  Pilot Travel Center

  4982 N 350 East Whiteland, IN 46184

• 

  Pilot Travel Center

  5300 S State Road 3 Spiceland, IN 47385

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:03/17/2025

  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.

  On 3/15/25 amt 2am i reserve a shower online in the shower on the Pilot app. When I went in the store their was a young man stating shower not working. I told the young man the app reserved but ok fine may I have shower credit back. The young man stated NO I have to call in morning. Then I ask for manager and young stated I am the only one here. He was very rude. Then young stated just come on and take a shower. So I followed him to shower. The was no towels. Then I ask him for towels. So then he just handed to me rude! And walked off....then didn't say Bye or anything....I have 3 semi trucks on road....not a huge fleet but should have been treated better....

  

  Business Response

  Date: 04/01/2025

  Pilot Travel Centers LLC ("Pilot") is in receipt of Ms. ********* complaint.  Pilot takes matters like this seriously, and we have contacted Ms. ******* in order to get more information about her visit, so we could look into her claims. 

  Customer Answer

  Date: 04/16/2025

  I have never been contacted ** ** ****** ****** ************! I do not want this case closed due to that I have never been. Contacted. 

• Initial Complaint

  Date:01/09/2025

  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.

  Hello, I paid $20.31 dollars on december 24th at 2:10pm at One9 #088 4455 king street cocoa FL, 32926. The gas station charged me $151 and we have called the customer service line more than 4 times and make a claim but One9 fuel has not made any refund yet. More than 2 weeks have passed and I did not get the money back. Nobody is offering a solution.The excuse was that holidays were delaying this process but its January 9th now. Case number : ********  Name: ***** ***** ******* *******

  

  Business Response

  Date: 01/22/2025

  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 PTC Store #088 in Cocoa, FL.  Please allow this letter to serve as PTC’s response to her complaint.

  
  Ms. ******* ******* alleges that she purchased Twenty Dollars and 31/100 Dollars ($20.31) worth of fuel from PTC Store #088 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, $20.31) 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.

• Initial Complaint

  Date:12/30/2024

  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.

  Problem Description: I am filing this complaint regarding unauthorized transactions made using my WEX fuel card (last 4 digits: 0002) at Pilot Flying J locations. These transactions occurred without my knowledge or authorization, totaling $2,609.15. Below are the transaction details: 1. Date: December 9, 2024 Time: 7:42 AM CST Location: Flying J Store #1009, Jurupa Valley, CA Amount: $561.83 2. Date: December 10, 2024 Time: 12:29 AM CST Location: Pilot Store #1328, Rialto, CA Amount: $1,023.66 3. Date: December 10, 2024 Time: 12:33 AM CST Location: Pilot Store #1328, Rialto, CA Amount: $1,023.66 Despite reporting the issue and providing all necessary evidence, Pilot Flying J has refused to refund the unauthorized charges. They cited their Direct Bill Purchase Agreement, which unfairly holds customers responsible for fraudulent transactions. I am requesting a full refund of $2,609.15 and further cooperation in resolving this matter. This issue has caused significant financial and operational hardship to my business.

  

  Business Response

  Date: 01/31/2025

  Pilot Travel Centers LLC ("PTC") is in receipt of the complaint from Zhaohong ***** alleging that three unauthorized transactions totaling $2,609.15 were made at PTC's travel center locations to his company's WEX account ending in 0002 on December 9, 2024 and December 10, 2024.  Mr. ***** states he has reported these charges to PTC, and PTC is refusing to refund the amount.  Mr. ***** has also requested PTC provide him with surveillance footage related to his claim.

  Mr. ******* business, ******* ***** ************** LLC ("******* Transportation"), has a Direct Bill Purchase Agreement with PTC, wherein PTC extends credit to ******* ************** for fuel purchases made at PTC's travel centers on credit cards provided to ******* ************** by third party WEX.  PTC has not provided any cards or credit to Mr. ***** for his personal use.  Regardless, PTC is unable to offer ******* ************** a credit to its account.  Pursuant to the Direct Bill Purchase Agreement Terms and Conditions Section 3.4 (the "Terms and Conditions"), the customer "shall assume all responsibility and be liable to PTC for all unauthorized use or Unauthorized Transactions that occur." ***********************************************************************************  According to these Terms and Conditions, ******* ************** is responsible for all transactions on its account, including any unauthorized transactions.  As such, ******* Transportation's account is not eligible for a credit.

  Regarding the request for video surveillance footage, it is PTC's policy not to release footage to customers.  Mr. ***** has indicated that he has filed a police report concerning these alleged fraudulent transactions, and PTC will cooperate with the police should they request any documentation for their investigation.

  We apologize for any inconvenience this may have caused ******* Transportation.  Please do not hesitate to contact me if you require any additional information in connection with the above-referenced complaint.

• Initial Complaint

  Date:12/23/2024

  Type:Sales and Advertising 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.

  Advertised it's on app called store to verify of items lied to waisted gas and time. Staff nasty and rude. Run down nasty inside

  

  Business Response

  Date: 01/13/2025

  Pilot Travel Centers LLC is in receipt of the complaint and has reached out to the guest for more information.
  Thank you,

  

  Business Response

  Date: 02/07/2025

  We spoke with Mr. ***** regarding his complaint and apologized for any inconvenience he experienced that day.  In a good faith gesture, we offered Mr. ***** $10.00 in points to be added to his loyalty account, and he accepted.  The points were added that same day, and Mr. ***** seemed satisfied with this resolution.  Please do not hesitate to contact me if you have any further questions.

  Thank you,

• Initial Complaint

  Date:12/20/2024

  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.

  The large sign out side has a diesel cash price and credit price. I went inside and paid cash the pump charged me the credit price. I went inside and received my change and when I got my change I notified them I was charged the credit price. The woman at the counter told me there was no difference in cash and credit price. When I told her the sign said two different prices she shrugged her shoulders and refused to give me the cash price for fuel.

  

  Business Response

  Date: 01/13/2025

  PTC is in receipt of Ms. ******* complaint.  In order to look into this matter further, PTC will need more information.  We will we try to reach out to Ms. ***** at the phone number provided.

• Initial Complaint

  Date:12/06/2024

  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.

  Hey dear Date :- 12/03/24 I filled diesel in Oregon store 233 then after my have bigger problems because your diesel has mixing the water that’s why my truck has big problems he show me signs on few miles i need the solutions please call me or email taxt because i pay alot for repairs peterbelt said problem comes up because in diesel has mixing the water.

  

  Business Response

  Date: 01/13/2025

  Pilot Travel Centers LLC (“Pilot”) is in receipt of the complaint from ********* ***** regarding the alleged contamination of the fuel system in his vehicle.  Mr. ***** claims that he fueled at the Pilot travel center location in Oakland, OR (“Store #233”) on December 3, 2024, where he received diesel.  Mr. ***** states that his truck began experiencing problems after fueling at our location and was told by Peterbuilt that the issue was caused by water in the fuel line.  Mr. ***** is seeking Four Hundred Forty-Nine Dollars and 41/100 (“$449.41”) as reimbursement for the repairs.
  
  As with almost all other Pilot locations, Pilot diesel at Store #233 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 December 3, 2024, and none of those reports revealed any contaminants, any water, or any other issues with the fuel storage tanks.  Additionally, Pilot has not received any other complaints of contaminated diesel from that store on that date.
  
  While Mr. ******* vehicle undoubtedly experienced an unfortunate issue, we respectfully disagree with Mr. ******* allegations that Pilot’s unleaded gasoline caused this issue.  Our investigation has revealed no facts to support the allegations that Pilot provided contaminated to diesel to Mr. *****.
  
  Please do not hesitate to contact Pilot if you require any additional information in connection with the above-referenced complaint.

• Initial Complaint

  Date:11/26/2024

  Type:Sales and Advertising 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.

  Pilot Flying J promotes a "MyRewards" loyalty and discount program whereby members may enter their loyalty number or scan their MyRewards card when prompted at the gas pump. Once the number is registered, the price per gallon of gasoline or diesel fuel should be reduced by 10 cents per gallon. The pumps at this location DO NOT apply the discount and DO NOT warn the customer. Only if the customer notices that the discount is not applied, then cancels the transaction and proceeds to a cashier inside the store, will they receive the appropriate discount. I have spoken with numerous cashiers in the store over the course of 3 months and over 16 visits. All the cashiers are aware, but only one, Dawson, seemed interested in trying to address the problem. Others claim the problem is only sporadic. Ignoring the problem amounts to being complicit in a scam to cheat unsuspecting customers out of 10 cents per gallon. Unsuspecting customers choose to purchase gas from this location based on a price and discount promised, and then are cheated by employees who know the discount is a fraud and a scam.

  

  Business Response

  Date: 02/04/2025

  We  have contacted Mr. ****** directly to obtain more information, so we may look into this matter further.

• Initial Complaint

  Date:10/15/2024

  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 10/12/2024 My bank called me and alerted me of a fraudulent charge made at FLY PILOT J. My card information was stolen, and they tried to charge my card $250 for gas in a truck. I do not own a truck. My bank caught it, but this is unacceptable, and I'd like compensation for the charge.

  

  Business Response

  Date: 11/06/2024

  We are in communication with Ms. ********* regarding this matter.  We are working with her to get more information related to the alleged fraudulent charge.

• Initial Complaint

  Date:09/03/2024

  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.

  On July 31, 2024, my husband, bought a lock bar at Pilot in Tifton, GA. He tried to return it in a pristine condition, with a receipt, the next day in Jackson, GA, store #4560. The store manager refused to accept the item. After careful examining the return policy and talking to a manager the next day, we found the company has 2 policies. The simple one is posted online for customer. The “secret”, stricter one is enforced. The return policy is misleading and deceptive in several ways regarding the item in question: 1. The only way to find out the bars are nor returnable is via a link on a receipt you receive AFTER the purchase. At that time, the item is no longer returnable. It is hard to find policy on the website *************************. 2. Nothing on the lock bar or store display shelves indicates the item is not returnable. It was not mentioned PRIOR to the purchase either. Customers have reasonable expectation such items to be returnable; they are in stores like Home Depot. 3. It is hard to identify the item on the non-returnable items list online because of inconsistent naming: the sticker on the bar says Cargo Bar, the receipt, T Lok Steel Cargo, and the list onlin, Load Lock. The term "Load Lock" is rarely used by truckers. To identify the item on the list is harder for customers with English as their 1st language. 4. Pilot online rep said the main reason for the list of non-returnable items is so that people would not return goods that were tempered with. This does not seem to hold since there is no food on the list. 5. The list is ONLY available online. It creates an undue burden for those with reading glasses, dyslexia, or are older and less versed with cell phone technology. Also, the wifi is very unreliable in Pilots. It is problematic when you get a barely readable receipt (our case). Companies can refuse returns but if non-returnable items are not identified clearly and transparently and having two return policies is a bad business practice.

• Initial Complaint

  Date:08/12/2024

  Type:Sales and Advertising 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 was over charged for a purchase in the amount of 15.22 I showed the cashier they offered to refund me 5.22. They have a price tag on the item at the register which I showed them. Classic bait and switch it appears. Then I email them in detail about this matter and they give me a generic 1 800 number to call. Huge hassle and waste of my time, and in my opinion theft of my money.

  

  Business Response

  Date: 09/11/2024

  We have contacted the customer for more information on this complaint.  We will look into the claims accordingly, once the customer provides the information needed.

  

  Business Response

  Date: 10/24/2024

  Again, Pilot respectfully disagrees with Mr. ******** complaint regarding the alleged price discrepancy on his purchase at Store #1094 in Tehachapi, CA on August 9, 2024.  As previously stated, the sale price for Copenhagen was $6.08 per can for two (2) cans with the use of a Pilot MyRewards® card.  Mr. ****** did not present a loyalty card or phone number associated with a loyalty account, and, therefore, he did not qualify for the sale price.  Pilot offered Mr. ****** a gift card for his inconvenience, but he declined the offer.  At this time, we consider this case closed..

  Customer Answer

  Date: 10/27/2024

  
  Complaint: 22124193
  
  I am rejecting this response because: their response is not true, myself and the employees behind the counter had a discussion about the price that was listed compared to what I was over charged. I just want the money that is owed to me. I can’t believe this company won’t give me back the money that was wrongfully taken from me.
  
  Sincerely,
  
  ******* ******