Dear Ms. Natalie Morhous,
I am writing once again regarding the persistent restroom cleanliness issues at your
@RaceTrac location at 3801 W. Morris Street in Indianapolis, Indiana. Our team visits this store frequently because of its convenient location just off Interstate 70, making it a regular stop during our travels. Unfortunately, the condition of the restrooms continues to be unacceptable despite numerous complaints over the past several months.
During our visit yesterday, there was an unidentified substance or residue visible on top of one of the urinals. When we returned today, that same material was still present in exactly the same location. This strongly suggests that the restroom either was not cleaned at all between visits or that cleaning procedures are not being performed thoroughly. In addition to this ongoing issue, the sinks, countertops, walls around the urinals, and floors are routinely dirty and often appear neglected. There have been times when there was no hand soap or paper towels as well.
What makes this situation even more frustrating is that during today’s visit we observed employees actively mopping floors and cleaning the yogurt area. While maintaining those areas is certainly important, it raises the question of why the restrooms—which are one of the most critical areas affecting customer perception and health standards—continue to be overlooked.
RaceTrac was one of our highest-rated convenience store and gas station chains. In fact, it consistently ranked among the top locations in our Road Tour Top 10 rankings. However, due to recurring cleanliness issues over the last several months — particularly at this Indianapolis store, RaceTrac has fallen significantly in our evaluations. Clean restrooms are one of the most basic expectations customers have when stopping at a travel center or gas station, and repeatedly failing to meet that expectation damages customer confidence in the brand. Road Tour travels across the country, we have recently been to many of your locations as well as many other chains. We know what we are talking about.
My question is simple: when will meaningful accountability be implemented to address these ongoing issues? Why is it that competitors such as Buc-ee’s, which operates significantly larger and busier restrooms, are generally able to maintain a much higher standard of cleanliness, while this RaceTrac location struggles to keep even basic restroom areas clean?
We would appreciate a response. We would like to see RaceTrac return to the high standards that once made it one of our preferred stops while traveling.
Sincerely,
The ROAD TOUR Team