Buc-ee’s has one of the most loyal fan bases in the travel world — which makes what happened next a little surprising.
If you’ve read our blog for a while, you probably know I have a healthy obsession with Buc-ee’s.
And I’m not the only one.
Buc-ee’s — the massive gas station and travel stop chain known for spotless bathrooms and enormous convenience stores — has built a fiercely loyal fan base over more than 40 years. That popularity has only grown as the Texas-based chain expands across the country.
But despite its cult following, the company recently earned an “F” rating from the Better Business Bureau.
What is the Better Business Bureau?
The Better Business Bureau (BBB for short) is an American private, 501(c)(6) nonprofit organization that was founded in 1912. BBB’s self-described mission is to focus on advancing marketplace trust, consisting of 92 independently incorporated local BBB organizations in the United States and Canada, coordinated under the International Association of Better Business Bureaus (IABBB) in Arlington, Virginia. (thanks, Wikipedia!)
From the BBB:
Ratings range from A+ to F, based on factors like customer complaints, transparency, and responsiveness. Customer reviews do not impact the BBB rating. BBB also seeks and uses information directly from businesses and public data sources.
BBB ratings reflect how a business is likely to interact with customers. Ratings update automatically as new information is received. In some cases, a business’s grade may be lowered if the BBB does not have sufficient information about the business despite requests for the information.
Businesses can be accredited by BBB or not – it’s their choice. Either way, customers can still write to BBB regarding any company, and the company in question is welcome to address the issue.
Buc-ee’s got an “F” rating
Multiple media outlets, including CBS News, Yahoo News and International Business Times have recently reported that of the 38 Buc-ee’s locations listed on the BBB’s website, 33 of them have failing “F” ratings, two have “A” ratings and two have ratings of “C-.” All told, there have been 88 complaints filed in the past three years, 27 of them in the past 12 months.
According to the BBB, Buc-ee’s is not accredited. BBB also said that since March 2019, there appears to be a pattern of lack of responsiveness to issues customers have brought up. From BBB:
Consumers allege they are unable to contact the company as there are no phone numbers on the website.
When they send an inquiry through the website, they go unanswered. Complaints and customer reviews also state, poor/rude customer service. When customers ask to speak to a manager, they are not empowered to address their issues.
BBB says that Buc-ee’s lack of responsiveness (they responded to zero of the complaints on BBB) is the primary reason for the failing rating.
BBB reviews, which run for eight pages, describe issues ranging from pricing discrepancies to customer service disputes to product and delivery issues to overcrowded parking and complaints about bland or overpriced food.
Many consumers say their concerns go unanswered, which only adds to growing frustration among travelers and locals.
Meanwhile, BBB states on its website that Buc-ee’s “will not respond to complaints or customer reviews forwarded to them by the BBB.” They also have an “Alert” regarding the company: “The company has stated they will not answer complaints forwarded to them by the BBB.”
FAQ
Do BBB ratings affect whether a company can operate?
No. BBB ratings don’t affect a company’s ability to do business. They are intended to reflect how businesses respond to customer complaints.
Our take on this
For a company with such a large following, the BBB rating may come as a surprise to many Buc-ee’s fans. However, BBB grades often reflect how businesses respond to complaints rather than the overall customer experience many travelers report.
Despite the rating, the chain still attracts enormous crowds and continues expanding into new markets.
Either way, for a brand that has built its reputation on customer experience, the BBB’s failing rating is likely to surprise many Buc-ee’s fans.
Want to comment on this post? Great! Read this first to help ensure it gets approved.
Want to sponsor a post, write something for Your Mileage May Vary, or put ads on our site? Click here for more info.
Like this post? Please share it! We have plenty more just like it and would love it if you decided to hang around and sign up to get emailed notifications of when we post.
Whether you’ve read our articles before or this is the first time you’re stopping by, we’re really glad you’re here and hope you come back to visit again!
This post first appeared on Your Mileage May Vary
4 comments
I’m old (68) but anyone that even bothers to reference, let alone check, the Better Business Bureau is older and more out of touch than I am. Frankly, in today’s world with online information, multiple reliable review sites, etc the BBB is a dinosaur. People that rely on the BBB are also those that still pay dues to AAA. Both are outdated and need to go away. Frankly, I couldn’t care less if Buc-ee’s doesn’t respond to {REDACTED} or makes it more difficult to contact them. It is gas, food and souvenirs people not something life changing so {REDACTED}!
{Comment redacted by YMMV to remove portion(s) that is/are against YMMV’s requirements for approval}
BBB is actually a highly questionable methodology for rating businesses. All the BBB actually is is a company that will receive complaints from customers and then forward them to the business to be responded to. If the business does not respond, they get a poor grade. Companies can pay the BBB a large amount of money to participate in their program and get to advertise that they are a better business bureau participating business. This is supposed to give the consumer some type of positive feeling and encouragement to use the business. Many companies simply will not pay that amount of money for that BBB in endorsement and they do not participate with them. Nonetheless, BBB will rate them when they get complaint letters and send those complete letters over to the company and the company does not respond. In this case, the company has stated it is not their policy to respond to letters forwarded by the BBB. This has absolutely nothing to do with the way this company runs its business. I am not a fan of the BBB model at all.
Let me add one additional comment to the above. The BBB is an old model that is well before the internet, google reviews, yelp reviews, etc. It served it’s purpose once upon a time. Now, customers can vent their frustrations or compliments in a variety of different sites on line.
Over-crowded parking! My God! BBB is so past its prime