TravelCenters of America

and I called for a roadside ticket. I advised the young lady that I knew what was wrong with my truck and wanted an estimate of how long the labor was.

She was honest and said she was unsure but would have the service technician call me before being dispatched. I asked her several times if she was sure that someone would call me before dispatch and she said yes and confirmed my call back number. An hour later. Delisa called for authorization for the technician to do the work.

I was never given the roadside price or the mileage price. When I tried to see why the technician was even at my truck she became loud and argumentative. She called me a liar and said I didn't request that, but who would agree to a blank check and then sign it? I explained that the calls were recorded and that we could rectify that argument by pulling the call.

She then hung up. I called the 1800 back and got another representative and she put me on 3-way call with the young lady again. We went back and forth for over an hour. I finally told the lady to tell her technician to leave because I never agreed to have him come out.

I wanted to speak to someone before anyone was dispatched. Delisa told me that she would deal with me when her manager came in at 6am. About 30 minutes later after being irate with my driver and my husband over the telephone, the technician called and apologized on behalf of himself and Delisa. They made an error about who they spoke to.

He tried to appease the situation by offering to fix my truck but would have to charge me for double miles because the order didn't say all that was required for the fix. He also said he would have to charge me from the time he was dispatched to the current plus whatever time it would take to go back to the shop and then make the repairs. I thanked the tech for at least apologizing but there was no way I was going to pay 2 hours of labor for arguing with Delisa. I would wait for the manager like Delisa unkindly stated.

The other representative apologized on behalf of TA and the service I received and that someone would reach out to me regarding the call. At 6am Delisa and her manager called and they learned that I did not speak to her. She spoke to the 3rd party dispatch and that person never conveyed that I required a phone call first. She never apologized for calling me a liar, however the manager and technician did.

The manager " Bill Fredericks" advised me that a new tech would be out with an hour he was dispatching them now. That was untrue. That tech was not dispatched to me until 3 hours later and he admitted to that. He also gave me a breakdown of the fees and an estimate because he could not be sure how long they would be but to change a tire and a hose should be no more than about an hour.

That was untrue. He also said that TA accepted debit cards. That was untrue. Bill Fredericks also stated that the mileage would be about 60 miles round trip and it was $1.21.

That was also untrue. 5 hours later Ashley called for payment of an invoice that should have been no more that $750 but wanted $954. When I asked for Bill he came on the line and we went over what the costs he quoted. He said he apologized but was unaware of the price change to mileage and that it was $2.49 instead but he would discount my bill by $50.

How nice you upcharge me and then discount it for less than what the upcharge was. I also asked why it took so long because I could have called someone else if he had given me an estimated eta of 3 or more hours. He said that the technician got held up at the shop. When I asked why I was being billed for 3 hours to change a tire and a hose that had 2 bolts he advised that he was doing me a favor.

I reminded Bill that the calls are recorded and that he had retracted almost everything we had agreed on. He said he was human and makes mistakes but he could offer me a free oil change. I advised that my home base was 4 hours away and that this was not a normal route for me. While I appreciate a free oil change, I doubt I will be back anytime soon.

He then became agitated because I was asking for better customer service and I referenced the fact that I had been trying to work with them since 2am and it was now noon. I reminded him of the poor customer service I had received earlier and how unprofessional the service I was getting now. I paid the bill but this situation is far from over. The calls are recorded for a reason.

I now understand why his staff lacked the knowledge of their positions because he too lacked knowledge. TA I strongly suggest you implement a better customer service program for your employees across the board. The employees are only as good as their superiors and at this point, their superiors have no idea what customer service looks like.

I can say they are well-versed in empathy because, besides Delisa, I heard "I'm Sorry" more than I can count. There was no attempt at correcting all the incorrect information provided or any attempt at trying to appease the customer within reasonable parameters.

I work with a touring company. We drive bands from city to city when they are on tour.

We had a show in Vancouver canada yesterday. We stopped at the new t/a by the border in Blaine Washington before we went into canada. We had 23 trucks. Some of us wanted showers and was told by a thin guy working there that we couldnt use the showers because they wasnt clean and he couldnt clean them because he needs a code to open the doors to clean them.

We were there for 2 days and was never able to get a shower. We then crossed into canada for the show and came back to blaine 2 days later and stopped again at the T/A and was told the same thing by the same thin man behind the counter. We were shocked that he refused to clean the showers so we could use them. We all fueled up there and bought food , drinks and cigarettes etc there while we were there the few days that we stayed and never was able to get a shower.

This is a fairly new store and if this is how you treat your customers your store will eventually go broke at that location because 23 of us said we will Never stop there again.

There is a pilot and Donna's truckstop not far from there. You have alot of upset customers.