Dozens of Buc-ee’s Locations Earn ‘F’ Rating After Ignoring Customer Complaints for Three Years

Buc-ee’s has built a national reputation on oversized stores, spotless bathrooms, and brisket sandwiches that draw road-trippers off the highway. For many drivers across the South and Midwest, the beaver logo signals a dependable stop, known as much for clean restrooms as for its wall of snacks and souvenirs. The brand has become part of the modern road trip experience.

But in March 2026, that image faced unexpected scrutiny. According to listings on the Better Business Bureau website, 38 Buc-ee’s locations were graded, and 33 of them received an “F” rating. Reporting from CBS Texas and USA TODAY noted that the ratings were tied to a pattern of unresolved customer complaints that the company did not respond to over a three-year period. The affected locations span multiple states, including Texas, Alabama, Georgia, Kentucky, and Tennessee.

The BBB assigns letter grades from A+ to F based on factors such as complaint history, transparency, and responsiveness. Customer reviews do not factor into the calculation. In this case, the low ratings were linked largely to what the BBB describes as a failure to address 88 complaints filed against the business during the past three years.

What Triggered the ‘F’ Ratings

The Better Business Bureau profile for Buc-ee’s, Ltd. headquarters identifies the central issue clearly: failure to respond to 88 complaints filed over the last three years. The profile also notes that the company does not respond to complaints forwarded by the BBB. That policy, according to the organization’s criteria, weighs heavily in the grading formula.

Those complaints cover a broad range of issues rather than a single recurring defect. Some customers alleged they were double charged or charged for gas that was not dispensed. Others reported car wash malfunctions, defective merchandise, or gift cards marked as delivered but never received. In multiple cases, customers said they attempted to contact the company through its website but received no reply.

The BBB has also designated what it calls a “pattern of complaints.” Consumers have repeatedly alleged difficulty locating a direct phone number for assistance and said website inquiries often go unanswered. Several complaints indicate that store-level managers told customers they were not authorized to issue refunds. Over time, this pattern of non-response, rather than the volume alone, contributed to the “F” ratings across dozens of locations.

A Closer Look at the Complaints

A review of the complaint summaries provides a clearer picture of customer frustrations. In one example, a customer said they purchased a food item that they described as inedible and later realized it was being sold on its expiration date. The customer stated they tried to file a complaint through the company’s website but never received a response.

Other complaints detail car wash incidents, including stalled equipment and denied refunds when services could not be completed. One customer alleged that after a car wash malfunctioned, they were offered only a code for future use at that same location rather than a refund, even though they were traveling and unlikely to return. Several complaints also reference online gift card purchases that were marked as delivered but never arrived.

Refund disputes appear repeatedly. Some customers said they were told items were non-refundable or that refunds required receipts even when policies were not clearly displayed. In multiple instances, complainants stated they attempted to escalate issues to corporate channels but were unable to reach anyone beyond a website form. Many of the cases listed on the BBB site show a status of “Unanswered,” reinforcing the central issue cited in the rating.

BBB Accreditation and Response Policy

Beyond the individual complaints, the BBB profile notes that Buc-ee’s, Ltd. is not a BBB Accredited Business. Accreditation is voluntary, but participating companies agree to meet certain standards, including a commitment to respond to consumer complaints in good faith. Accredited businesses also pay a fee for review and ongoing monitoring.

The profile further documents a complaint pattern dating back several years. According to the BBB, consumers have consistently alleged difficulty contacting the company and receiving follow-up communication. An alert on the profile states that the company does not respond to complaints forwarded by the BBB. Under the organization’s rating system, responsiveness plays a significant role in determining the final grade.

The BBB emphasizes that its ratings reflect how a business is likely to interact with customers based on available information and that grades update automatically as new data is received. Because unanswered complaints directly affect the scoring formula, a company’s position on responding through BBB channels can influence ratings across multiple locations, even as stores continue normal operations and attract large numbers of satisfied travelers.