ComplaintsforPilot Company

• Initial Complaint

  07/26/2024

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  Electronic Gift does not work. Employees inside the store cannot help and customer service via their chat states that the balance of $100 is there no matter how many times I tell them it doesn’t work. After multiple visits and attempts to the store, I advise customer service. I need a refund to which they deny. I asked them one last time for their help before filing complaints and they do not respond then I still cannot use the gift card.

  

  Business response

  08/19/2024

  Pilot Travel Centers LLC ("Pilot") has reached out to Mr. ********* twice for more information, without a response.  Without further information related to this matter, Pilot is unable to conduct a thorough investigation.  If we receive a response from Mr. ********* in the future, we will be more than happy to look into this matter.

  

  Business response

  08/19/2024

  Complainant responded that they were refunded, and that the complaint can be disregarded.  We consider this matter closed.

• Initial Complaint

  04/26/2024

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  On April 13th I got an online gift card sent to me and I tried to go use it at the Ferndale Washington gas station. The gift card would not work and I spent an hour and a half on the phone with customer service where they told me to try and load the gift card onto my pilot flying j account in order to use it. Well the gift card loaded on to the account and it looks like the money is in my account but when I try and use it it says transaction invalid. That same night after spending all that time on the phone with customer service I was told that the money would need to be reissued onto a new gift card and sent to me. But in order to do that they would have to put a ticket into card support. It is now been two and a half weeks I have spent 7 hours on the phone and made a dozen different phone calls and talked to over six different supervisors. My issue has had a new ticket put in five separate times with absolutely no call back or resolution. I even called the corporate headquarters office and tried to speak someone there and they still couldn't do anything except for put another ticket in. it is beyond unacceptable that in a multi-million maybe even multi-billion dollar company that I cannot get a hold of someone to quickly reissue me a $75 gift card. The amount of time I have had to spend on this and anguishes is caused has been beyond unacceptable in every way shape or form. My card had been stolen and my bank accounts drained which is why I needed to use the gift card that was sent to me and since I couldn't get gas I couldn't make it home that night and I slept in my car. Not only do I just want the gift card to be reissued to me so that I can use it, sure would be nice to get a little something for all of the extra effort that if I had to go through for something that should be so simple.

  

  Business response

  06/07/2024

  Pilot Travel Centers LLC (“Pilot”) is in receipt of Ms. ********* complaint concerning a $75.00 Pilot gift card that would not work when Ms. ******* tried to use it.  Ms. ******* claims she was told by Pilot’s Guest Services Department to load the gift card onto her Pilot Flying J account in order to use it.  While the funds did load onto the account, Ms. ******* claims that, when she tried to use the funds, she received a notification that the transaction was invalid. 
  

  A representative from Guest Services spoke with Ms. ******* on or around April 6, 2024 about a gift card that was given to Ms. ******* by her mother, which would not work when she attempted to use it.  Ms. ******* had requested a refund on the gift card; however, Pilot’s representative needed to speak with Ms. ********* mother first, since she was the one who purchased the initial gift card for Ms. *******.  Ms. ********* mother confirmed that the funds should be refunded directly to Ms. ********* account.  While performing the return, a partial charge was issued mistakenly for $15.26, which left a balance of $59.74 instead of the full $75.00.  To remedy the mistake, Pilot had to wait for the $15.26 to either drop off or process through Ms. ********* account.  The representative explained the situation to Ms. ******* at the time.  On May 2, 2024, we confirmed that the transaction had, in fact, settled on Pilot’s end and a refund of $15.26 was processed back to Ms. ******* and the full $75.00 refund is now complete.
  

  We apologize for any inconvenience this may have caused Ms. *******.  We have contacted her and offered to send her a gift card as appreciation for her patience in handling this matter, which she has accepted.why here...

• Initial Complaint

  04/09/2024

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  My Rand Mcnally unit starting shutting on and off. On March 22 I was advised by Bethany at the Cornova, NC store to buy another unit to see if the cord was the issue. That I could return the unit within 30 days at any Pilot or Flying J. That turned out not to be the issue. When I took the unit to the Pilot on Butler Rd the manager said that they could not take it back on April 4th. I was within the 30 days. I'm now stuck with a 350 dollar unit that I do not need because I have a unit that's a little over a year old. I just want them to honor what there employee said. I reached out to customer service. They told me the regional manager would get back with me that has not happened. I have been calling an no one is reaching out.

  

  Business response

  06/04/2024

  Pilot Travel Centers LLC (“Pilot”) is in receipt of Ms. ******* complaint concerning Pilot’s Bluetooth merchandise return policy. Ms. ***** states that on March 22, 2024 she purchased the Bluetooth device Rand McNally GPS for $353.09 at Pilot Store #7971, located in Conover, NC, and was allegedly told that she could return the device within 30 days to any Pilot or Flying J.  However, Ms. ***** attempted to return the Bluetooth device on April 4, 2024 at Pilot Store #712, located in Columbia, SC, and was told they could not refund her purchase.
  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: A Pilot regional manager spoke with Ms. ***** on or around April 9, 2024 and explained to her the return/exchange policy on electronic devices.  Please feel free to contact us should you have any questions. 

• Initial Complaint

  03/01/2024

  Complaint Type:

  Sales and Advertising Issues

  Status:

  Answered

  More info

  I purchased a Verizon phone card on 2/29/24 at 2:15 pm. I went home and entered the pin number on my receipt and it said that the pin has already been used. I checked the pin number again and tried it several more times and it repeated that the pin has already been used . I had the receipt in my possession and nobody else had access to it and either the clerk used the pin number or there was a mistake with system printing my receipt. I called Pilot and the manager told me to call Verizon and they claim they are not responsible either. How can there be no accountable party. I feel this is stealing and I blame pilot for the theft of the pin number or selling me something that was not valid. I would appreciate it if somebody could explain how or why this happened.

  Customer response

  03/05/2024

  I would like to give information about having two witnesses that watching my purchase and my putting receipt into my wallet. Nobody stole the code and it had to be a mistake from pilot receipts or cashier memorized it before handing it to me. I can not understand how or why it is even legal to sell phone minutes if this can happen. I am homeless and will not have funds for generator or propane to make it through  the month because I bought a phone card at pilot. Verizon should not sell through such a disreputable company. I am thinking that I am going to picket the business if they refuse to make this right. My witnesses are county workers that take me to medical appts. I did nothing wrong and this should never be ok with any business.

  

  Business response

  03/27/2024

  Pilot Travel Centers LLC is in receipt of Ms. ******** complaint regarding the Verizon phone card.  We are currently in contact with Ms. ****** and are working to get further information from her, in order to look into this matter further.

• Initial Complaint

  01/25/2024

  Complaint Type:

  Customer Service Issues

  Status:

  Answered

  More info

  On 1/21/25 we stopped at this gas station to fill up. I tried to use my credit card but it wouldn’t work so my husband used his. He filled up for around 35.00$. We then drove to Montana and I get an alert on my credit card for a $1.00 transaction then another for $151.00 on my card. I called my credit card company to let them know someone was using my card fraudulently. We then locked my card and I was going to cancel it when we got back home. I then called pilot customer service to inquire about the charges and a very rude woman informed me that this is a practice they do when someone tries to use a card at their gas pumps. Not sure why? But it caused us to believe my card was hacked so I locked it after much concern over someone using it without my approval. This is wrong and a practice that should never be done without the card holder’s approval or notification as it causes concern and potentially the hassle of canceling a card and reissuing a new one. It’s very troubling and we’re very upset about it and think other’s should know. We will never use another pilot or flying J!!!! Thank you for looking into this.

  

  Business response

  02/15/2024

  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 a PTC location.  Please allow this letter to serve as PTC’s response to her complaint.
  Mrs. ****** alleges that her husband purchased Thirty-Five and 00/100 Dollars ($35.00) worth of fuel from a PTC location utilizing a credit card for payment.  It seems that her husband used a credit card to initiate a “pay-at-the-pump” transaction.  After the transaction, Mrs. ****** noticed that there was a $151 hold on the 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, Mrs. states that the preauthorization hold issued on her account was One Hundred Fifty-One and 00/100 Dollars ($151.00).
  Immediately upon completion of Mrs. ******** 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, Mrs. 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 Mrs. ****** 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, $35.00) and no other money.  PTC denies violating any laws or authorizing Mrs. ******** credit card company to hold more funds than she spent on the day of her visit.  The best way for Mrs. ****** 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

  01/08/2024

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  On 12/23/2023, I stopped to get gas in Spiceland, IN at the "Mr. Fuel" gas station owned by pilot. I paid by credit card. I finished my trip on the 23rd and parked my car. I did not use my car on Dec 24th. On Dec 25th, my car would not start. I towed it to the dealership on Tuesday, December 26th. The mechanic at the Dealership in Dublin, OH (Coughlin Kia) said that it was a result of bad gas. My car was still covered under warranty but since, according to the dealership, it was bad gas, the labor to flush the bad gas out of the car would not be covered under warranty. Since then I have tried on multiple occasions to seek reimbursement from Pilot. When I first notified Pilot via a phone call to the customer service rep, I was told that their Risk Department would review it. When I asked how long it would take they said that they cannot provide a timeline and even said that they weren't allowed to provide a timeline of when the next steps would be. All I wanted was an estimate of the next steps - i.e. When will the risk department review it? Approximately how long will the review take? etc. I was assigned a case number. I checked back in with Pilot through their online chat and via phone multiple times over these last couple weeks. Since then, they have confused my case with another case regarding rewards points, have not been able to find my repair bills that I sent in and was told by another rep would be attached to my case, and even told me that there was no description of my case at all (1/6/24). They have told me multiple times that their risk department will review it and I have even asked for a contact in the risk department - the rep said that they don't have a phone number for them. It sounds like they have not lifted one finger to look at my case at all. It does not instill confidence when you provide a case number and each time you have to re-explain what happened much less be told that the "Risk Department" hasn't even looked at it - or knows it exists.

  

  Business response

  01/18/2024

  Pilot Travel Centers LLC (“Pilot”) is in receipt of the complaint **** **** ***** regarding the alleged contamination of the fuel system in his vehicle.  *** ***** claims that he fueled at the Mr. Fuel travel center location in Spiceland, IN (“Store #731”) on December 23, 2023, where he received unleaded gasoline.  *** ***** states he parked his car on December 24th, and when he attempted to drive it again on the 25th, it would not start.  *** ***** had the vehicle towed to the dealership, and the mechanic informed him that he had received “bad fuel.”  *** ***** states his warranty would not cover the cost of labor to have the fuel tank flushed.  *** ***** is seeking reimbursement for the repairs and cost of labor to remove the alleged contaminated fuel from his vehicles fuel system and to be reimbursed for the gasoline he purchased.
  
  As with almost all other Pilot locations, Pilot unleaded gasoline at Store #731 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 23, 2023, 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 unleaded gasoline (or any other fuel) from that store on that date.
  
  While *** *****’s vehicle undoubtedly experienced an unfortunate issue, we respectfully disagree with *** *****’s allegations that Pilot’s unleaded gasoline caused this issue.  Our investigation has revealed no facts to support the allegations that Pilot provided contaminated to unleaded gasoline to *** *****.
  
  Please do not hesitate to contact Pilot if you require any additional information in connection with the above-referenced complaint.

• Initial Complaint

  12/27/2023

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  I was sold a beef stick with a huge mold spot on it. I am writing to inform you of a purchase I made at your Council Bluffs, IA location. The product that I bought was a sausage and cheese stick combo pack. They were on sale so I got two. I ate one on the way home and to my disgust when I opened the second one there was a huge mold spot on it. I couldn't even stop from getting sick because the first beef stick I had eaten was on the way home in my car in the dark. All I could think is it too prolly had mold on it. I have attached a picture to show you what I found. This is absolutely completely disgusting and beyond belief that this product was on your shelves for customers to buy and consume.

  

  Business response

  01/18/2024

  Pilot Travel Centers LLC (“PTC”) is in receipt of the complaint from ******* ****** regarding a visit to Pilot Store #329 located in Council Bluffs, IA, in which Ms. ****** purchased a beef stick and cheese combo snack only to discover the beef stick was allegedly molded.
  PTC has investigated this allegation and discovered that there was a case of Old Trapper beef sticks that were inconsumable.  Once the store made this discovery, they immediately pulled the product from the shelves.  PTC has reached out to Ms. ****** to apologize that her visit to Store #329 in Council Bluffs, IA fell below the level of experience that PTC aims to provide, and, to thank her for bringing this matter to our attention, PTC has offered to send Ms. ****** a gift card.  Ms. ****** has accepted the offer, and PTC is currently working to get that sent to her.
  Please do not hesitate to contact Pilot if you require any additional information in connection with the above-referenced complaint.

• Initial Complaint

  12/26/2023

  Complaint Type:

  Customer Service Issues

  Status:

  Answered

  More info

  After what was most likely an employee stealing all my points, I was given the run around. I was forced to pay for things that I had saved up points for. I also still have no points

  

  Business response

  01/25/2024

  We have attempted to contact Mr. ***** twice to get further information into this matter, so we could perform an thorough inquiry.  Unfortunately, we have not received a response to those requests from Mr. *****.  Therefore, we are unable to look into this matter unless we  have more information.  If Mr. ***** would like to contact us, we will be happy to assist him with his complaint. 

• Initial Complaint

  12/22/2023

  Complaint Type:

  Billing Issues

  Status:

  Answered

  More info

  Hello we started having many issues this year with transaction charged to us and not ours. We did promptly complained to Pilot but our reresentative does nothing. ****** does not respoind to emails also there is a rep Velibor that attached to the emails and said he will assist, while absolutely nothing is done and the new wrong transacations keep coming. The first issues that is not responded is over 6 month now!

  

  Business response

  01/11/2024

  Pilot Travel Centers LLC ("PTC") has reached out to Ms. ******** regarding her complaint.  Ms. ******** has provided PTC with more information regarding the issue, and we are currently looking into her allegations.  

  

  Business response

  01/25/2024

  As stated in the previous response, PTC’s sales team is currently in communication with WEX concerning Ms. ********** claims and are working with them for a resolution to this matter.  We hope to have this resolved as soon as possible.

  Customer response

  01/25/2024

  
  Complaint: ********
  
  I am rejecting this response because: Pilot charged our bank account not WEX. See attached wex response. 
  
  Sincerely,
  
  ******** ********

• Initial Complaint

  12/12/2023

  Complaint Type:

  Customer Service Issues

  Status:

  Answered

  More info

  I am a customer who uses pilot flying j frequently. I was off from work from November 2022 until August 2023. When I realized that my card had been used. I have been calling. and calling and to no avail am I getting any answers. Every time I call I get told I will get a call back or someone will get in touch. It has been 4 months and I know it doesn't take that long to resolve a problem. I'm getting shoved up under the rug. All I want is what is owed to me and what I earned.

  

  Business response

  01/11/2024

  Pilot Travel Centers LLC ("PTC") has reached out to Ms. ****** for more information regarding her complaint.  She has provided said information, and we are currently looking further into her allegations.

  

  Business response

  01/29/2024

  Ms. ****** is requesting assistance regarding alleged lost or stolen points in regards to the transactions made at Store #289 in Beloit, WI.  The points that were used during these transactions still fall under the Terms & Conditions for the MyRewards program, which states "PTC is not responsible for any lost or stolen Cards or MyRewards Points, regardless if earned or purchased.  MyRewards Points and other benefits cannot be credited back to an account if they are lost or stolen."  (Terms & Conditions -   Again, we apologize for any inconvenience this may have caused Ms. ******. 

  Customer response

  01/29/2024

  
  Complaint: ********
  
  I am rejecting this response because:
  I was told if I provided all the information that I would get my points back and now you're telling me something different.
  Sincerely,
  
  ****** ******

*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. ↩