ComplaintsforEG America, LLC

Convenience Store

View Business profile

Need to file a complaint?

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.

Initial Complaint
09/30/2024
Complaint Type:
Billing Issues
Status:
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.
I had moved back to the area and had a new bank so I went on the smart pay app for instruction on how to update my banking details, it said to add a credit/debit card which I did. Now I think Im all set and proceed to use the smart pay app for purchases but then receive notice that they charged my old account which obviously got rejected. So now I have two separate charges, one of which is for 1.81 and they are trying to charge me a fee for $35x 2. I have spoken to ******* who has no reasonable answer for this and informs me there is nothing they can do and to speak to ***** **** which is a joke because they are just a debt collector and are also quite rude. I called ********** ***** who informed me theres nothing they can do and I need to call *******! Needless to say I am extremely frustrated and dont know what to do but I know I will never do business with this company again!
Business response
10/15/2024
Guest Services has sent a response to this guest regarding their experience on 8/7/24 via 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!"
Customer response
10/20/2024
This company is currently attempting to find a resolution to my issue and is still in process.
Initial Complaint
09/04/2024
Complaint Type:
Customer Service Issues
Status:
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.
Cumberland Farms rewards program is handled by zip line. I have tried twice to log into my rewards app to get the discount at Cumberland Farms for gas and other purchases. I have received an error message on the app that says invalid pin four times and then it goes to your account is on hold and call customer service. This happened a week ago. I called customer service. Explain the issue they fixed my account so it was no longer on hold. I explained the error and the representative just kept repeating the same thing saying your account is no longer on hold. The same thing happened at a different location and the app is not allowing me to put in a pin. It just keeps coming up with an instant error and then put my account on hold. I tried calling customer service and it said no one is available and it hung up on me. I tried four times and this consistently is happening . To Cumberland Farms to get assistance so I can continue to get my rewards. I Pay the higher price at Cumberland Farms a week ago. And today I had to go find another gas station to get a better deal. I was unable to make my in-store purchases as well. I would like this app to be fixed. I would like a phone call telling me its fixed so that I can enter my pin without automatically saying invalid pin. I would like a gift card as well since customer service hung up on me four times and was unable to resolve this issue, even though they are open according to their website.
Business response
09/04/2024
Guest Services has sent a response to the guest regarding their experience on 9/4/24 via 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!
Customer response
09/04/2024

********** ********

I am rejecting this response because: I received a call from Cumberland Farms explaining the issue at hand. I am waiting to hear if a credit or gift card will be awarded due to the inconvenience that has caused me to go to other locations for service and pay higher costs at Cumberland Farms when the app did not work for my discount.

Sincerely,

***** **********
Customer response
09/17/2024
I am wondering if the vendor has resolved the issue with the app and can I receive a refund or reimbursement for the extra funds I paid since the app was not working I could not get my discount

I have not heard back from the business regarding this
Business response
10/24/2024
"Guest Services has sent a gift card via mail on 10/24/24 Please Close"
Initial Complaint
08/05/2024
Complaint Type:
Billing Issues
Status:
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.
On Sunday July 21nd around 8:30 AM I was filling my gas tank at the Cumberland Farms lcoated at ********************************. When I was done filling the gas kept flowing, because the trigger was stuck on. I tried to stop it, but it would not work. I ran in side and they did an emergecy cut off. Gallons of gas were dispensed before it stopped. I got gasoline all over myself and my clothes. I have contacted Cumberland Farms multiple times to try to get a refund for the extra gas and they have ignored me. I also do not know what they have done to remedy the situation at their location.
Customer response
08/05/2024
Please see receipt attached.
Business response
08/05/2024
***** Services has sent a response to the guest regarding their experience on *7/21/24* 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
07/22/2024
Complaint Type:
Billing Issues
Status:
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.
I used the NEW Cumberland Farms app which denied a purchase because it could not find my debit card information. I paid cash instead. A couple of days later my bank account was charged by Cumberland Farms an over draft fee of $30 and $13.72 for the items. They will not reimburse me. I have the cash receipt in hand. ************************* - ************
Business response
07/25/2024
***** Services has sent a response to he guest regarding their experience on *7/25/24* 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
07/22/2024
Complaint Type:
Billing Issues
Status:
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.
This company charge my LYFT Direct Debit card for the amount of $123.74 on July 4, 2024 at 3:27 AM for gas.The issue is that I never been to this gas station.I tried many times stopping the payment while it was on hold and the Banking Company for the Card: Payfare, said they could not do anything.I called the company of the brand Kroger and someone in accounting gave me the address, since on my bill all that appears isn the number for the location: 0092 When you look up the location it doesn't exist.I simply want my money back !!!!Thank you
Business response
07/25/2024
***** Services has sent a response to the guest regarding their experience on 7/3/24 @11:22am 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
07/18/2024
Complaint Type:
Product Issues
Status:
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.
Issue with being charged for an iced coffee despite being told in the app I had five free drinks. Called customer service and spoke to ****. She refused to give her last name. Refused to transfer me to John C**** to get issue resolved. Still have not received call back.
Business response
07/30/2024
Guest Services has sent a response to he guest regarding their experience on *7/19/24* 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
07/12/2024
Complaint Type:
Service or Repair Issues
Status:
Resolved
The complainant verified the issue was resolved to their satisfaction.
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
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.
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
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.
I got bad gas from Cumberland farms. I have the proof from the mechanic and my insurance but they refuse to take responsibility
Business 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
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.
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!

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 Business Profiles may not be reproduced for sales or promotional purposes.

BBB Business Profiles are provided solely to assist you in exercising your own best judgment. BBB asks third parties who publish complaints, reviews and/or responses on this website to affirm that the information provided is accurate. However, BBB does not verify the accuracy of information provided by third parties, and does not guarantee the accuracy of any information in Business Profiles.

When considering complaint information, please take into account the company's size and volume of transactions, and understand that the nature of complaints and a firm's responses to them are often more important than the number of complaints.

BBB Business Profiles generally cover a three-year reporting period. BBB Business Profiles are subject to change at any time. If you choose to do business with this business, please let the business know that you contacted BBB for a BBB Business Profile.

As a matter of policy, BBB does not endorse any product, service or business. Businesses are under no obligation to seek BBB accreditation, and some businesses are not accredited because they have not sought BBB accreditation.

Cookies on BBB.org

ComplaintsforEG America, LLC

Need to file a complaint?

Complaint Details

Showing all complaints

Business response

Customer response

Business response

Customer response

Customer response

Business response

Customer response

Business response

Business response

Business response

Business response

Business response

Customer response

Business response

Business response

Customer response

Business response

BBB Rating & Accreditation

Contact Information

Customer Complaints Summary