Over the last eight years, I estimate that I have fueled at a Pilot somewhere in the United States several hundred times. At an average fuel cost of $300. US dollars per fuel stop, I figure I have spent several thousand dollars for fuel at Pilot Travel Centers. From the first day on the road as a CDL driver, I have been extremely happy with the efficiency, cleanliness, friendliness and overall experience at Pilot. Lately customer service and friendliness have been lacking at several Pilot’s I have fueled.
The latest “incident” occurred at the Kramer Junction, California Pilot on Wednesday, December 20th. I entered the Pilot to get a shower, cash an EFS check and buy some shampoo. The cashier, whom had an id of “cashier 322”, asked me if I purchased fuel. I asked simply why she asked and the reply was that she would have to charge me to cash the EFS check. I mentioned I did indeed purchase fuel from “cashier 99” an hour earlier and that my receipt was in my truck. I showed her my frequent fuel card and asked her to check my receipt from the card. She said she could not do that and I had to get my receipt. I asked the cashier if she could ask the previous cashier to verify that I indeed did purchase fuel. The other cashier was on the phone and was indisposed wrapping hot dog buns behind the cashier counter. Thus I had to trek back across the parking lot for my fuel receipt. When I returned, the reception was not as pleasant as the first time I approached “cashier 322”. Her attitude was unforgiving, unpleasant and it seemed as if I was taking up too much her precious time. She willfully cashed my check and proceeded to ring up the shampoo and SHOWER that I was waiting for. She demanded $11.98 for the shower and shampoo! I asked why she was charging me for a shower and she said “I need a frequent fueler card in order for me not to charge you for a shower”. Remember, the card was in front of her on the counter the entire time. She swiped the card and the $9.00 charge was removed.
I did not get an apology, come again, thank you or any type of appreciation for my business! I have spent approximately $1,000. dollars for fuel this past week at a Pilot Travel Center. I am really getting tired of the $7.00 an hour attitude that I have been getting lately from the help at a few of the Pilot’s I have recently visited. I think Pilot should institute a “Customer Service” class for all new hires at ALL Pilot’s. Obviously, the type of people they seem to hire have never heard of the concept before.
I could call for a boycott of Pilot Travel Centers, or I could ask everyone who reads this to send a letter or make a phone call to Pilot. Would any of these measures work? I am not so sure they would. Instead, I would like to call on all readers of this blog to comment on the service they have been getting at Pilot Travel Centers, good or bad in the comment section of the blog. I am curious to see if others have had similar experiences or maybe it’s just my wild imagination.
Come on Pilot, jump on the Customer Service bandwagon! It’s the truckers who keep your travel centers in business, how about a little RESPECT!