TravelCenters Of America

[redacted] < [redacted] @gmail.com>10:AMto Better, me Hello, I thought I responded earlier this week I am satisfied with the resolution that the business and I came too Can you update the resolution saying that? [redacted]

Hello I have attached the response from the General Manager, Explanation of charges and the work order I asked Mr [redacted] which site Mr[redacted] worked for but he was unable to remember which site it was I did try to reach out to several sites to see if he worked for any of them but was unable to locate him Mr [redacted] states Mr [redacted] is a store manager Store managers do not work in the shop area therefor might not know how to read a work order If Mr [redacted] can remember which site Mr [redacted] worked for I would be more than happy contact him so he can also understand the work order Any questions please fell free to call me Thank you, [redacted]

The GM ( [redacted] ) did send Mr [redacted] a check at the end of June after the last phone call He is going to do a "stop payment" on that check He will send out another check and send it over night and have some one sign for it We did call Mr [redacted] an let him know what we are doing Any questions please call me Thank you, [redacted] Customer Service RepresentativeCustomer Service Phone [redacted] Fax [redacted] E-mail [redacted]

I am writing In response to the Complaint filed by [redacted] on July 16, Thank you for the opportunity to provide an explanationTA Operating LLC (“TA”) has thoroughly investigated this matter and is unable to substantiate Ms [redacted] ***'s allegationWe obtained samples of each type of gasoline and the samples showed no signs of any contaminantsThe samples were taken from our tanks which hold 10,gallons of gasoline and if contaminants were present for one customer it would have affected other vehicles as wellFinally, and importantly, we have received no other reports of contaminated gasoline on or around the date of this alleged incident.In short, TA disputes Ms***'s allegationsTA conducted an investigation and is unable to ?nd any support for her claim.Sincerely, [redacted] ***Claims Adjuster- TA Operating LLC

I called MrP [redacted] and everything has been taken care ofWe have a happy customerAny questions please call or e-mail meThank you, Deborah C [redacted] Customer Service Representative Customer Service Phone [redacted] Fax [redacted] E-mail dc [redacted] @ [redacted]

We have talked with Ms***We have tried to collect more data needed from the Volvo dealership that Ms [redacted] brought her truck in for repairsThe dealership was very uncooperative and we did not receive the data needed to come up with a different resolutionWe are requesting a price break down and of work preformed in writing when Volvo checked for the popping noise in the front of Ms [redacted] truckWe are requesting the diagnostic in writing of that repair as wellOnce we receive that statement we will re-review our offer.We have discussed our offers with Ms***She was not happy with that resolution At this time we will wait on our requests of documentation in hopes Ms [redacted] can get that information requested to us.Any questions please feel free to call meThank you, Deborah C [redacted] Customer Service Representative Customer Service Phone 440-808-4415Fax (440) 808-3126E-mail dc [redacted] @ta-petro.com

I called Mr [redacted] and talked to himMy company made an offer and Mr [redacted] accepted the offerMr [redacted] will also take his truck to another TA or PertoThe site will call me or the Field Manager to authorize them to look at the drivers truckThis is to determine the cause of his ABS light on The customer seems happy with this resolution.If any one has any questions please feel free to call meThank you, Deborah C [redacted] Customer Service Representative Customer Service Phone 440-808-Fax (440) 808-3126E-mail dc [redacted] @ta-petro.com

I have spoken to Ms [redacted] we have come to an agreement and she is happy with the resolution.If any one has any questions please call me or e-mail meThank you, Deborah C [redacted] Customer Service Representative Customer Service Phone 440-808-Fax (440) 808-3126E-mail dc [redacted] @ta-petro.com

I have contacted the driver, an agreement has been madeThe customer is happy with the resolutionPlease feel free to contact me with any questions.Thank you, Deborah [redacted] Customer Service Representative Customer Service Phone [redacted] Fax [redacted] E-mail [redacted]

We have investigated the issueBoth me and the Field Manager talked to Mr[redacted] and we came to a resolutionThe customer is happyAny questions please call or e-mail meThank you, Deborah C [redacted] Customer Service Representative Customer Service Phone440-808-Fax (440) 808-E-mail dc [redacted] @ta-petro.com

Here is the work order broken down line for line. The item the customer has in question is # 6 which is the cost of the part , not labor charge.. If Mr. [redacted] can remember what location Mr. [redacted] works at , it would be helpful. Please let me know what is my next step.

MrWaters was contacted and a resolution has been madeWe are waiting for forms to be signed by MrWaters Any questions please call meThank you, Deborah C*** *** *** ***
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Revdex.com:
I have reviewed the response made by the business in reference to complaint ID ***, and find that this resolution is satisfactory to me.
Regards,
*** ***

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID ***, and have determined that this does not resolve my complaint. For your reference, details of the offer I reviewed appear below
[To assist us in bringing this matter to a close, we would like to know your view on the matter.]
Regards,
*** ***

The below is from Marc M***s the field manager for this location.I believe that the site was justified in towing the vehicle, as no attempt by the *** or *** to notify the site was made, even after they were alerted by the police that the site was going to tow their vehicleHad that
contact occurred, we would have stopped the vehicle from being towed We undergoing a project to repave our car parking lot, beginning with phase one, which required us to shut down and mark off about half of our available parking lotThis project occurred about a week prior to the event in questionThe area was completely marked off with spray paint and cones, and notes were placed on cars that to move out of the lotWe were able to remove all but vehicles by the morning of Monday, 11/6/2017 As noon approached, at my instruction, our AGM of that location, Gina C***, called the police, and they began making phone calls to customers as early as 12:30pm CST, to inform them of our intention to tow their vehiclesBy about 2:00pm CST, we received no contact from any of the vehicle owners informing us that they would be out to get their vehicles, so we proceeded with calling the tow companyThe tow truck took the customers vehicle at around 3:00pm*** showed up at about 4:00pm to get his vehicle, and we informed him at that time that we had it towed On Tuesday, November 7th, our location GM, Missy D***, called the tow truck company to inquire as to which vehicles were picked up by their ownersWe were informed that the *** and ***s vehicle was still in their shop getting worked onThis confirms an inconsistency in *** statement that suggests *** was merely parking his vehicle there to go to work, and the statement *** made that the car was broken down and had to be left on our property Also, originally, in the complainant's oral complaint to the location (taken by Gina), she stated that her husband did not call the police back until an hour after their original call, she then amended that to state he called back in a matter of minutesThe police started calling Vehicle owners at 12:30, and by her revised statement, *** did not receive a call until 1:or so.Based on the facts presented above, including inconsistencies between ***s oral complaint and her written complaint to Revdex.com, I recommend that we do not reimburse the complainant for the towing charge thanks,Marc ***
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Thank youDeborah C***
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I did try to contact Mrs*** before I went on vacationI did leave her a message to contact customer service regarding the North Carolina site since I will be awayIn which she did and a complaint was filed.
I have contacted the manager of North Carolina site and talked to the GMHe said he has tried to contact Mrs*** more than several times. He is waiting for a call back from her to obtain an address to send the full refund of $106.94. Once he gets a call back from her he will send a check
I have called the GM from the Bloomsburg location. I was told a check was cut for the sum of $and sent by November 17th to the address of *** *** *** *** ** ***
Both locations have agreed to send the full refund after either talking or receiving the invoice from *** ***. This should be satisfactory for the consumerIf anyone has any questions or concerns please call me at *** or e-mail me at ***
Thank you,*** ***Customer Service RepresentativeCustomer Service Phone ***Fax *** ***
E-mail ***

[A default letter
is provided here which indicates your acceptance of the business's response. If you wish, you may update it before sending it.]
Revdex.com:
I have reviewed the response made by the business in reference to complaint ** ***, and find that this resolution is satisfactory to me This is of course pending the refund to my card for the parking fee, which will take a few days According to Debbie the refund has been processed by TA, I will take her word on that Once my bank processes the refund and the funds are available to me again I will be satisfied
Regards,
*** ***

Revdex.com:
I have reviewed the response made by the business
in reference to complaint ID ***, and have determined that this does not
resolve my complaint. For your reference, details of the offer I reviewed
appear below
The response does not addresses the pending issue of double
chargeThe Manger was evasive and attempting to cover up the mistake made
Instead he continued to argue about how additional work was performed
due to the need to replace the u bolts which is falseNo such
items were included on the bill This is a second attempt to cover up
this issue after the first Manger indicated that in fact the labor took over
hrs to complete which is not accurate and can be provenThe amount in question
is listed as "standard labor charge"The parts fee are listed
individually.
Up to this point I have got different versions, each attempting
to justify the double chargeThis is not acceptable and they have breached the
little trust I had left in these individuals to make it right.
If indeed this matter of double charging the customers without
prior disclosure is a matter of policy and practice for this location I do not
think that a remedy exists outside the legal system where this issue can be
addressed and each charge supported by evidence and comparison
with similar and customary services provided by other locations
Further, additional issues such as the approximate percent
deviation from the initial estimate of $supports the main issue of
double charging for labor and padding the final billOther, such as the need
to
complete the repairs under the warranty at the TA in a Commerce
City, CO facility, damage done to electrical component unit and ABS system,
lost of service and time required to complete the job started at this location,
will require the on camera deposition about qualifications of personnel,
policy, practices, customs as well as the identification of other individuals
that were subjected to similar conditions in the past
Regards,
*** ***

I have talked to Mr***We have come to an agreement and this matter is resolvedThe customer is happyAny questions please contact me at 440-808-or e-mail meThank you, Deborah C*** Customer Service Representative Customer Service Phone 800-632-Fax (440) 808-E-mail
dc***@ta-petro.com

The driver has been contactedThe issue has been resolvedHe has been advised if he has an issue at any location he is to call Customer Service and speak to the manager at the timeIf Customer Service is not open the driver has been advised to speak to a manager at the time he is at the location
and have the manager call customer service when we are openIt is policy to award points when a log sheet is received from any location Any questions please call me.Thank you, Deb *** *** ***
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