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          Business Profile

          Convenience Store

          Toot 'N Totum Food Stores, LLC (Corporate Office)

          This business is NOT BBB Accredited.

          Find BBB Accredited Businesses in Convenience Store.

          Complaints

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          BBB is here to help. We'll guide you through the process.

          File a Complaint

          Complaint Details

          Note that complaint text that is displayed might not represent all complaints filed with BBB. See details.

          Showing all complaints

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          Complaint Status
          Complaint Type

          • Initial Complaint

            10/18/2024

            Complaint Type:
            Product Issues
            Status:
            Answered
            Dirty gas, almost didn’t make it home to Fort Worth on our road trip. Drive system warning lights, error codes , and engine lights on within 2 hours of leaving the station. Additional warning lights on the next morning headed to the dealership - where tests showed DIRTY GAS, too much ethanol. $480 and 3 hours to remove fuel replace, and clean engine. Please read attachment

            Business response

            12/06/2024

            To Whom It May Concern,

            We are writing in response to the recent complaint submitted to your office, ID ********. After thoroughly reviewing our records, we were unable to identify any prior communication or details regarding this matter. At this time, we have not been contacted directly by the guest, nor have we been given sufficient information to begin an investigation into the situation.

            We take guest concerns very seriously and are committed to resolving any issues brought to our attention. We would greatly appreciate the opportunity to connect with the guest to understand their experience better and explore how we can address their concerns. Please let them know they are welcome to reach out to us directly at ************ ext. *, and we will prioritize resolving the matter promptly and to the best of our ability.

            If there is any additional information you can provide to help us investigate this issue further, please do not hesitate to contact us. 

            Best,
            Brittany *****
            Guest Services Specialist
            Operations

          • Initial Complaint

            03/01/2024

            Complaint Type:
            Service or Repair Issues
            Status:
            Answered
            On February 23, 2024 I took my truck a 2019 Dodge Ram in for an oil change and an engine flush, I have brought my truck here for the past 3 or so years which I’m sure they have record of but I have never done an engine flush. So after the oil change and engine flush started driving it and within 40 miles it started acting up it later shut down and started emitting smoke. I took it to a mechanic shop where they told me the vehicle had no oil in it/not enough oil and asked me when and where I had my oil change because it was more than likely that they did something wrong which caused the issues with the truck. I am now having to pay close to $1,000 in repairs. The supervisor of this place threatened me and the mechanic multiple times. He said and I quote “take me to the mechanic shop and i’ll kick his ******* teeth in”. They refused to give me my refund for the oil change and engine flush and pay for repairs needed. Uploaded pictures are receipts of only the parts, that’s not including the labor charges as those are to be determined.

            Customer response

            03/01/2024

            The vehicle(truck) is currently at the mechanic shop where i have been informed there by professionals have notified me that the problem was cause by insufficient oil added to the motor. Also i have contacted with the toot n totum supervisor where they say the have video proof everything they did which does not prove if sufficient oil was provided.My vehicle has never leaked oil, has never had any problems. Always well maintained. It was after the service they provided that this happened. Im very frustrated because no one seems to want to take responsibility, if it were something cause by me i would gladly act upon personally but this is something that was cause by a service they provided. I would much rather listen to  a trained professional that tells me why the problem was cause then to just brush it off and go on about. Really hate to go through this as i have never had a problem with the toot n totum Oil Service before, but you can understand my frustration as this is costing me hundreds of dollars! 

            Business response

            07/02/2024

            Our Manager ***** ******* meet Mr. **** at his house to investigate the claim. Mr. **** was complaining that the vehicle was overheating and lights were coming on. ***** and Mr. **** checked the oil level several times and agreed the level was full. There were no leaks underneath the vehicle. with further investigation the coolant level was extremely low. Mr. **** claimed he just had the radiator replaced. ***** left the house and explained to Mr. **** that the service we performed was done correctly. Later that day Mr. **** called back and said the vehicle was a a mechanic shop and the vehicle didn't have oil in it. ***** went to the shop and meet with the mechanic. ***** took pictures of underneath the vehicle and it shows that there were no leaks from our service and the oil plug had been tampered with. we put a tamper seal on the drain plug and the paint was broken (we have pictures of the plug). ***** asked Mr. **** what happened to the oil from your house to the shop and Mr. **** didn't say anything. Mr. **** continued to blame us for his problem even though we showed him the damage that occurred didn't come from us. When acknowledging that the oil was full Mr. **** changed his changed his mind and told ***** it was his word against ours. 

            Due to the investigation with the pictures and videos of our service, we choose to deny Mr. ****** claim.

            Customer response

            07/03/2024

            I am rejecting this response because: I Mr. **** never agreed that the oil was full when he went to my residence, he said it had oil and i simply did not reply because from then on i knew it was gonna be a problem. 
            Had multiple codes from the vehicle in regards to the OIL, notifying there was low oil and oil was too hot. 
            Mr. ***** did indeed go to the mechanic shop and how could i have shown him oil when there was none to begin with. 
            my vehicle is currently and STILL at the shop where i will have to replace the engine because of their negligence. 
            I will be adding Photos to this response corresponding the codes the vehicle notified upon plugging in the scanner. 
            this photos are from the exact day the mechanical issue occurred which was 2 days after getting an oil change and an engine flush (which they recommended).

          • Initial Complaint

            03/30/2023

            Complaint Type:
            Customer Service Issues
            Status:
            Unanswered
            My husband and I go to the toot n totum store 57 just about every morning and the manager that works there is always rude to my husband.. his name is Ryan I believe. The last time that he went in there it was to get coffee and the coffee was full of coffee grounds. When my husband had asked him if he could remake the coffee he said that he was not able to. My husband proceeded to the check out and he was rushing my husband and shoved his change in his hand when giving it to him. This is not the only encounter we’ve had with him being rude to customers.

          • Initial Complaint

            12/01/2022

            Complaint Type:
            Billing Issues
            Status:
            Answered
            I signed up on toot totum a car wash app for a 20.00 car was and that was ok but what is not on is they charged my card 44.95 which I did not authorize and now I can’t get my sons medication that he needs. So I’m filing a compliant so I can get my money refunded to me. I have Called toot n totum and they are not calling me back or trying to find someone else that can help me get

            Business response

            01/18/2023

            We have contacted Guest, and this was resolved outside of BBB with Mr. **** the day after it happened. Mr. **** remembered us taking care of the issue and was thankful that we fixed this in his favor.

          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. ↩

          BBB Rating & Accreditation

          A-

          This business is not BBB Accredited

          Search for Accredited
          Businesses in this category

          Years in Business: 75

          Customer Reviews are not used in the calculation of BBB Rating

          Reasons for BBB Rating

          Contact Information

          1201 S Taylor St

          Amarillo, TX 79101-4313

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          (806) 373-4351

          Customer Complaints Summary

          4 total complaints in the last 3 years.

          2 complaints closed in the last 12 months.

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