ComplaintsforPilot Company

• Initial Complaint

  06/08/2022

  Complaint Type:

  Sales and Advertising Issues

  Status:

  Answered

  More info

  On 06/06/2022 , I stopped for gas at the PILOT Travel Center in Augusta Ga.The business is located at the corners of Gun Club Road and River Watch Parkway. I purchased $55.21 of regular gas and went inside for my receipt , as the pump did not provide a receipt. I drove towards home and received a text message from my wife questioning two PENDING CHARGES on my credit card by Pilot.One charge was for the gas,$55.21 Pending and an ADDITIONAL charge of $151.00 Pending as well! I immediately returned to the Pilot and spoke with the cashier about the additional charge on my card.The cashier stated, " Thats Pilots Policy to do so ON ALL PAY AT THE PUMP CHARGES! I asked to speak to the Manger. The Manger told me that its PILOT'S POLICY as well! I then asked WHO sets the pending charge amount? The Mangers reply was "PILOT"! I told her this is BANK FRAUD!! NO ONE is ALLOWED to ARBITRARY place a charge on my card UNLESS I PRE AUTHORIZE THE CHARGE! The charge in question remained on my card, pending until The next day. The $151.00 has now been removed, since my charge of $55.21 was paid for by the card holder. I believe this type of business practice is FRAUD and ILLEGAL to do this to every person that uses a card at the Pay-At Pump Credit Card Reader.

  

  Business response

  07/20/2022

  Business Response /* (1000, 18, 2022/07/11) */ Pilot Travel Centers LLC ("PTC") is in receipt of the complaint from ******* concerning problems with his bank account after he paid for fuel using his card at a PTC location in Augusta, GA on or about June 6, 2022. Please allow this letter to serve as PTC's response to his complaint. Mr. ******* alleges that he purchased Fifty-Five and 21/100 Dollars ($55.21) worth of fuel from a PTC location utilizing a debit card for payment. It seems that he used his debit card to initiate a "pay-at-the-pump" transaction. After the transaction, Mr. ******* noticed that there was a $151 hold on his 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 debit 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, Mr. ******* states that the preauthorization hold issued on his account was One Hundred Fifty-One and 00/100 Dollars ($151.00). Immediately upon completion of Mr. *******'s 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 his debit card company. Upon receipt of this information, Mr. *******'s debit card company is supposed to release the preauthorization hold and charge his 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 Mr. ******* provided, it sounds like his debit 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, $55.21) and no other money. PTC denies violating any laws or authorizing Mr. *******'s debit card company to hold more funds than he spent on the day of his visit. The best way for Mr. ******* to resolve this situation is to check with his debit card company. PTC apologizes for any inconvenience that he endured as a result of the preauthorization hold. Consumer Response /* (3000, 20, 2022/07/11) */ (The consumer indicated he/she DID NOT accept the response from the business.) The card used for the purchase of gasoline was in fact a CHARGE CARD, not a DEBIT CARD as pilot state in its response to my compliant! The Pilot response is not ACCEPTABLE and a HOLD OF FUNDS placed on a CHARGE CARD , without the card holders permission , I consider as FRAUD, by Pilot! Business Response /* (4000, 22, 2022/07/13) */ Pilot Travel Centers LLC ("Pilot") is in receipt of the reply from ****** ******* following Pilot's response to his initial complaint alleging a fraudulent charge by Pilot. In response, Pilot would respectfully disagree with Mr. *******'s allegations. When Mr. ******* inserted his card into the machine and attempted a "pay-at-the-pump" transaction, a temporary $151 preauthorization hold was automatically placed on his account to confirm sufficient funds for the transaction. Again, the $151 reflected on his account was a temporary preauthorization hold. No funds were ever deducted from Mr. *******'s account, except for the actual amount of the transaction, which was $55.21.

• Initial Complaint

  04/24/2022

  Complaint Type:

  Product Issues

  Status:

  Resolved

  More info

  I bought a blue parrot bluetooth headset, exchanged it, and they still dont work rigjt Im within the 7 day return exchange policy, i want to exchange for another model number of the same brand but they are screwing me saying its not allowed. Im out $250 that i spent on the current model number which is the S650XT They arent working and both stores told me i have to purchase another set. Im not exchanging the S650XT for another S650XT... there are problems with this model number according to blue parrot

  

  Business response

  05/13/2022

  Business Response /* (1000, 5, 2022/04/29) */ Pilot Travel Centers LLC ("Pilot") is in receipt of Mr. complaint concerning Pilot's Bluetooth merchandise return policy. There was not a store number in the original complaint, so we were unable to reach out to the store for investigation. We have reached out to Mr. regarding this complaint, and he has informed us that he was able to make the exchange at a different store. Consumer Response /* (2000, 7, 2022/05/02) */ I replaced the headset at another truck stop and threw the ones i bought from pilot in the trash. I let them know that also.

• Initial Complaint

  04/06/2022

  Complaint Type:

  Customer Service Issues

  Status:

  Resolved

  More info

  At 5am on 5/2 ,I parked my tractor-trailer at flying J near the building.the shift manager told me I could park there.Returned at 3:30 pm to find my tractor was towed and I was to pay $486 cash to get it back

  

  Business response

  05/05/2022

  Business Response /* (1000, 8, 2022/04/21) */ Pilot Travel Centers LLC ("PTC") is in receipt of the complaint from Tyrone alleging his vehicle was towed from the Pilot travel center located in Fort Pierce, FL (Store #622) on April 2, 2022. Mr. claims he was given permission by a store manager to park his tractor trailer truck to the side of the travel center building. Mr. claims he parked the truck at 5:30 a.m. and, after returning to his truck at 3:30 p.m., found the truck had been towed. After an internal investigation into this matter, we respectfully disagree with Ms. allegations. It was found that Mr. had parked the truck in front of the store's dumpster, which was causing a disruption to the flow of business. Several attempts were made to reach Mr. to retrieve the vehicle, but those attempts were unsuccessful. Please do not hesitate to contact Pilot if you require any additional information in connection with the above-referenced complaint. Consumer Response /* (2000, 10, 2022/04/25) */ (The consumer indicated he/she ACCEPTED the response from the business.) I asked the store manager to come out and inspect where I parked he stated I was fine as long as I didn't block the walk way I did not block the walk way.Ive since spoken with the manager he is willing to tell you what he told me. 3 weeks prior a female shift manager parked me in the same spot for 10 hrs . However my trailers were not towed because they belong to FedEx they only towed the tractor.which the trailers were blocking the dumpster not the truck.Flying j has a account with the towing company which made me pay cash makes me think the manager is getting a kick back

• Initial Complaint

  03/30/2022

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  on march 28 2022 i stop at a pilot gas station in BARSTOW CA at pump #1 i still have 1/4 gas in my tank and i bought 80 dollars of gas i would estimate it to be full with at least app 14 gallons but it turned out be at 3/4 of my tank when i pulled out the nozzle it was dry and while filling i could not hear any gas running i went in to get the attendent attentions but they told me there is nothing they could help me but they told me that this pump number 1 have had problems and i suspected they had cheated because on the same token when i went to a different gas station also in BARSTOWN in the afternoon on my way home and my gas tank is on same level at 1/4 tank and i filled up to 3/4 it cost me only 40 dollars same price per gallon. T HIS IS A BIG RIP OFF THE PUMP IS MALFUNCTION OR THEIR INTEND TO DEFRAUD

  

  Business response

  05/05/2022

  Business Response /* (1000, 5, 2022/04/13) */ Pilot Travel Centers LLC ("PTC") is in receipt of the complaint from Alice Ogues regarding the alleged malfunction of Pump 1 at the Pilot travel center located in Barstow, CA (Store #282) on March 28, 2022. Ms. claims she purchased $80.00 of gasoline, which, by her estimate, should have given her a full tank of gas. However, Ms. claims she only received enough to fill her tank three-fourths of the way full. Ms. also claims she could not hear any gasoline running through the fuel hose, and the nozzle was dry when she removed it from her vehicle's gas tank. After an internal investigation into this matter, we respectfully disagree with Ms. allegations. There have been no reports from the store regarding any type of malfunction with that pump, and Pilot has not received any other complaints from customers regarding similar issues from that location on this date. Please do not hesitate to contact Pilot if you require any additional information in connection with the above-referenced complaint.

• Initial Complaint

  03/30/2022

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  On March 8 I filled my 2019 BMW x7 premium gasoline at the pilot flying j in Napoleon, Ohio, drove my car for 35 miles. After I am done working ready to go home the vehicle will not start. The vehicle was towed the BMW dealership, initially they thought it was the fuel pump, after they replaced the fuel pump the vehicle ran for 2 minutes and shut down, the dealership reported black smoke from the exhaust They took a fuel sample, they discovered the tank is full with contaminated fuel. I filed a complaint with Pilot Flying J, they claimed that the fuel analysis for that day showed no water in the fuel, I told them that I have a sample of the fuel, also I emaile the adjuster a copy of the repair invoice showing contaminated fuel, I asked the adjuster to send a copy of the fuel analysis for that day, the answer was they can not provide me with the requested info Total repair and car rental was almost $4000

  

  Business response

  04/25/2022

  Business Response /* (1000, 5, 2022/04/04) */ Pilot Travel Centers LLC ("Pilot") is in receipt of the complaint from regarding the alleged contamination of the fuel system in his BMW X7. claims that he fueled at the Pilot travel center location in Napoleon, OH (Store #303) with premium gasoline on March 8, 2022 and drove 35 miles to work. When he was leaving work, said his vehicle refused to start. had the vehicle towed to the dealership, where they initially believed the issue to be a faulty fuel pump. After having the fuel pump replaced, the vehicle ran for two minutes, and then shut off. According to the dealership mechanic claimed black smoke came from the exhaust. The dealership mechanic claimed they took a sample of the fuel and found it was contaminated, which Mr. alleges he purchased from Pilot. Pilot's risk management team previously received and investigated Mr. claim and found that there is no evidence that Pilot provided contaminated fuel to Mr. . As with almost all other Pilot locations, Pilot fuel in Napoleon, OH 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 March 8, 2022. None of those reports revealed any contaminants, any water, or any other issues with the fuel storage tanks. Pilot has not received any other complaints of contaminated premium gasoline (or any other fuel) from that store on that date. While Mr. vehicle undoubtedly experienced an unfortunate issue, we respectfully disagree with Mr. allegations that Pilot's premium gasoline caused this issue. Our investigation has revealed no facts to support the allegations that Pilot provided contaminated premium gasoline to Mr. . Please do not hesitate to contact Pilot if you require any additional information in connection with the above-referenced complaint. Consumer Response /* (3000, 7, 2022/04/05) */ (The consumer indicated he/she DID NOT accept the response from the business.) The response is based on the veeder root system report, is this system fault free? The adjuster that was assigned to this case, when called me with the veeder root report, said that we pulled the report from March 23 while the incident happened on March 8, then he went back and pulled the report from March 8. I provided the adjuster with the service advisor phone number to call and collect more informations about the fuel they pulled out of the vehicle, but the pilot and their adjuster never attempted to call and get more information from the BMW dealership I emailed the adjuster with a video of the fuel sample that was handed to me by the dealership, which without a doubt shows contamination, but they did even offer to take the sample for analysis, I was told I can go to small claim court. I think it is a good practice when a consumer files a complaint directly with a vendor, it is a good idea for the vendor to attempt and collect more informations Even they did not ask me for a proof that the vehicle was filled at one of their stations. Business Response /* (4000, 9, 2022/04/11) */ Again, we respectfully disagree with Mr. allegations that Pilot's petroleum gasoline caused the issue with his vehicle. As previously stated, the Veeder-Root system monitoring reports for March 8, 2022 showed no signs of contaminants, water, or any other issues with the fuel storage tanks. Pilot has not received any other complaints of contaminated premium gasoline (or any other fuel) from that location on that date. The investigation has revealed no facts to support the allegations that Pilot provided contaminated premium gasoline to Mr. . At this time, we consider this case to be closed.

• Initial Complaint

  02/04/2022

  Complaint Type:

  Customer Service Issues

  Status:

  Answered

  More info

  On 02/04/2022 at approx, 1:30am, I pulled in to this pilot to fuel my semi, we have a corporate account with pilot, on this evening it had begun to snow and I had ice froze to my headlights. I started fueling up and proceeded to clean ice off headlights and clean all windows, this is common Routine for most truckers, when I was done I noticed fuel spewing from my tank, due to a defective sensor on the fuel pump: approx $200 of fuel on the ground, when I notified an employee of the situation, he proceeded outside and came back in store to get me to confirm which pump it was, when I showed him, he proceeded to get extremely animated about the situation accusing me of wanting nothing more than to rip pilot off by requesting a possible refund to the corporate account, he carried this on to the point that I had to walk away from the situation before we end up regretting our next move, this guy had no business behaving in such a manner, this has probably been the most childish behavior I've ever experienced from an employee of a business, there was no rationalizing with him, he just wasn't trying to hear anything other than what he has convinced himself to believe about the situation, he didn't see any fuel on the ground, so he said it didn't happen as I stated, well there is a big 12 inch square drain right there and it's snowing wet so all the fuel went down that drain. So his last jab was telling me to get ahold of corporate, all my actions would have been on there security cameras proving what I say to be true. This individual has no business interacting with the public, definitely needs to be put in some kind of therapeutic treatment center so he can work through his issues instead of taking them out on reputable account holding customers.

  

  Business response

  03/10/2022

  Business Response /* (1000, 7, 2022/02/22) */ Pilot Travel Centers LLC is in receipt of complaint regarding a defective sensor on a fuel pump at a Pilot Flying J location. We made an attempt to reach at the email address provided with the complaint for more information, but we never received a response from him. We will be happy to further investigate allegations, but it will be necessary for to provide additional information. Please provide the specific Pilot Flying J location, the name of his company and a receipt or transaction information for the fuel purchase. This should enable us to retrieve and review the matter on our end. Again, we are happy to further investigate this claim, but simply need more information to be able to do so.

• Initial Complaint

  12/06/2021

  Complaint Type:

  Billing Issues

  Status:

  Answered

  More info

  I have called Pilot and Bank of America who both proclaim this is not their practice. Visa will not call me back to discuss this. My wife went to the Pilot travel center next to Turkey Creek for gas. She put $34.00 in her tank. The next day I see a $154.00 charge on my account. I called the manager on duty at that station, and he said that this is normal to be charged $154.00 every time you fill up due to it preauthorizing the purchase. The exact about did finally show after 4 days and the remittance was exchanged. I don't know about your finances, but I do not have $154.00 for Pilot just because they don't want to pre-authorize the exact amount.

  

  Business response

  01/11/2022

  Business Response /* (1000, 5, 2021/12/20) */ Pilot Travel Centers LLC ("PTC") is in receipt of the complaint concerning problems with his debit card account after he paid for fuel using his card at a PTC travel center in Knoxville, TN on an undisclosed date. alleges that his wife purchased Thirty-Four and 00/100 Dollars ($34.00) worth of fuel from a PTC travel center utilizing a debit card for payment. It seems that his wife used a debit card to initiate a "pay-at-the-pump" transaction. After the transaction, noticed that there was a $154 hold on his 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 debit 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, states that the preauthorization hold issued on his account was One Hundred Fifty-Four and 00/100 Dollars ($154.00). Immediately upon completion of 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 his debit card company. Upon receipt of this information, debit card company is supposed to release the preauthorization hold and charge his 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 provided, it sounds like his debit 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, $34.00) and no other money. PTC denies violating any laws or authorizing debit card company to hold more funds than he spent on the day of his visit. The best way for to resolve this situation is to check with his debit card company. PTC apologizes for any inconvenience that he endured as a result of the preauthorization hold.

• Initial Complaint

  12/03/2021

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  On November 25th, I filled up my car at Pilot gas station in Central Point, OR, store #391. Less than an hour later my car completely broke down. Upon having it towed, I was informed that Pilot gas station had filled their gasoline reserves with diesel. My car has been in the shop since November 26th, I have accrued over $1,500 in repairs and still not expected to get my car back until December 4th at the earliest. Pilot has left me 1 voicemail on November 29th acknowledging the mix up and stating they would be reimbursing me for repair costs. However, I have tried calling/left a voicemail with the risk management personnel every business day this week and still haven't got a response since his voicemail. I have reached out to customer service a couple times as well but they tell me I can only resolve this with risk management. I believe I should not only be reimbursed for damages, but also reimbursed for the full gas tank that I purchased of incorrect gas and accommodated for the inconvenience of going without a car and having to ask for rides to and from work, etc. for over a week.

  

  Business response

  01/10/2022

  Business Response /* (1000, 5, 2021/12/17) */ Pilot Travel Centers LLC ("PTC") is in receipt of complaint regarding bad fuelreceived from Pilot Store 391 in Central Point, OR. PTC's Risk Management department has handled this matter and has resolved the compensation accordingly. We consider this matter closed.

• Initial Complaint

  12/02/2021

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  I got bad gas was offered a gift card it was later deactivated. I told customer service about the problem. They said the person that deals with this is out. I was told by a manger he would call me back, but never did. I was forced to by gas because a resolution was not offered at that time. I was later contacted an offered another gift card. The proper resolution should have been to refund the credit card, but they want to offer a gift card. I said no I want to talk to your boss. No one ever called me back. Now they want to ignore the problem and say I rejected their offer. This has been a scam. I hung up on due to his behavior he called me back to harrasses me more by repeating that I denied the resolution. Yet, he said I was belligerent. The person is crazy!

  

  Business response

  01/10/2022

  Business Response /* (1000, 5, 2021/12/17) */ Pilot Travel Centers LLC ("PTC") is in receipt of complaint regarding an issue with a gift card. contacted PTC on July 29, 2017 with the complaint that he had received bad fuel at one of our locations. At the time, was provided a $30.00 gift card from a PTC risk adjuster. On November 21, 2021, four (4) years after was provided the gift card, he contacted PTC regarding an issue with the card. PTC offered to reload the $30.00 to the card, but refused the offer. It was at this time became belligerent with the PTC employee. Pilot is ready to give the $30.00 back on his card, if he so chooses.

• Initial Complaint

  11/05/2021

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  I stopped in at a pilot truck stop prepaid $125 in fuel what I actually pumped was $97 and some change they're still holding the $125 I prepaid and they charge me another $97 on top of that for what actually pumped.. they took the last of my money this morning, I can't fill my truck up, can't go make any money, they want to tell me how sorry but are are they going to reimburse me for the money I didn't make while I was waiting for them to give me back what they took? The answer is probably not If somebody came in it took $100 worth of stuff from their store they would call the cops and that person would probably go to jail but it's okay if a business does it they just have to say they're sorry and they don't have to reimburse nobody for the loss that took waiting on them to fix their mistake.

  

  Business response

  12/15/2021

  Business Response /* (1000, 5, 2021/11/17) */ Pilot Travel Centers LLC ("PTC") is in receipt of the letter of concern you made to the BBB of Greater East Tennessee concerning problems with your debit card account after you paid for fuel using your card at our PTC location. Please allow this letter to serve as PTC's response to your letter of concern. It is our understanding that, on November 2, 2021, you purchased fuel from PTC Store #4597, located at 502 Gordonsville Highway, Gordonsville, TN 38563, utilizing a debit card and prepaid inside the store $125.00. Once your transaction was complete, your total spent was $99.73. According to your complaint, your account was charged the $99.73 for the fuel purchase, plus the $125.00 prepaid authorization. As of November 8, you claim this $125.00 charge was still reflecting on your account. From our investigation, we were able to pull the receipt for your fuel purchase totaling $99.73. However, we were unable to find anything showing the $125.00 as an active transaction. When a prepay authorization is initiated inside the store, the store creates a temporary pending preauthorization hold that we do not get paid for. That preauthorization gets replaced by the final transaction amount, in this case, the $99.73. If you are still seeing a charge of $125.00 on your account, you will need to dispute that charge with your bank or card issuer. It is important to note that PTC only receives the amount of the completed transaction and no other money. The best way for you to resolve this situation is to check with your bank. PTC apologizes for any inconvenience that you endured as a result of the preauthorization hold.

*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. ↩