NEW BRAUNFELS, Texas – A popular Texas-based travel center chain is drawing scrutiny after several locations received an “F” rating from the Better Business Bureau. The BBB listings show the ratings stem from Buc-ee’s not responding to about 90 customer complaints received since 2023.
The complaints include issues involving car wash problems and broken merchandise.
Amanda and William Tirado are on vacation but went out of their way to stop at the popular New Braunfels Buc-ee’s.
“To us, it’s more than a gas station. It’s really nice coming here. It’s always clean,” said Amanda Tirado.
Jodi Theabold, who sometimes stops at the convenience store, is camping nearby.
“We found ’em fine. We like ’em. We like that they have a diesel pump at every station,” said Jodi Theabold.
The Better Business Bureau states on its website that Buc-ee’s has an F rating for failing to respond to 88 customer complaints over the past three years. The BBB says the rating reflects how likely a business is to interact with and respond to customers.
“In my personal opinion, I find it extremely difficult to believe they would get an F in anything,” said William Tirado.
The BBB says the grade is based on factors like transparency and responsiveness. As of now, this is not the only Buc-ee’s with an F rating — six other locations are listed with the same grade on the BBB’s website. Those we spoke to said it doesn’t faze them.
“Is it going to stop you guys from coming to this Buc-ee’s?” Sterling asked.
“No, I don’t think so,” said Amanda and William Tirado.
“It’s entertainment for us, actually — just watching what goes on and the amount of people who enjoy the place, from what I can tell,” said Jodi Theabold.
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“I reached out to Buc-ee’s for their response to the grade and to ask how many customers they’ve served over the past three years.
