ComplaintsforSpeedway, LLC

• Initial Complaint

  09/19/2024

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  I purchased gas on 9/2/24 from this Speedway location in Coloma, MI. The original transaction amount was $33.00. However, it was later revised on my credit card to total $23.87. Shortly after filling up with medium grade fuel, my car started immediately experiencing mechanical issues (failure to accelerate, severe shaking, etc.). I took my car to the mechanic and was informed that I purchased bad gas. I havent had the gas tested YET - but I WILL. The mechanic said that the gas resembled E85 gas, and was not the medium grade that I purchased. The gas station gave me a "customer service phone number" which turned out to be their IT help line. Luckily, the technician was able to provide me with the proper number. I called and a case was opened. The customer service agent lacked all customer service and was not knowledgeable on any questions I asked. I felt like a number, and she was going thru the motions. The following day I was contacted by **** L. who took additional information and said that I would receive a letter in the mail within 2 weeks with the outcome of their internal investigation. I received a general letter in the mail today that didnt address any of my concerns. **** did not return a voicemail I had left prior to the outcome letter being sent. My mechanic mentioned that no one has contacted him regarding additional information. I did inform Speedway that I kept a sample of the gas & they expressed zero interest in obtaining from me. I am extremely disappointed in how this was handled and would like to advocate for myself as well as other consumers that have been affected. Our voices need to be heard. I do not feel that an investigation was actually conducted. But rather, a general letter (with a standard template) was mailed out. I have not yet picked up my car from the mechanic, but would be able to add receipts when available.

  Business response

  09/19/2024

  We have conducted a thorough investigation when notified of a potential issue. Our investigation found that all systems were operating correctly with no issues of product contamination. The store sells an average of 143,092 gallons per month and has not had a claim opened concerning product quality in the past five years. We respectfully deny responsibility for any damage the customer may have incurred.

  Customer response

  09/27/2024

  
  Complaint: ********
  
  I am rejecting this response because:

  State Farm is currently still investigating the bad gas that was purchased at this location. A third party will be taking a sample of the bad gas within the next 2-3 weeks. I have been unable to drive my car, and it is still sitting in the shop. Upon further review, there are other consumers that stated that they also purchased bad gas at this location. I would be happy to provide screenshots of my conversations with other previous Speedway customers in the Coloma, MI. facebook group. 

  State Farm has found that I am not at fault for my insurance claim. Aside from State Farm, I will be taking legal action. 

  
  Sincerely,
  
  ***** *******

• Initial Complaint

  09/10/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  On 8/28/2024 I filled the gas tank in my 2004 Honda Civic. The maximum fuel this vehicle from completely empty to full is 13.2 gallons (vehicle gas capacity as per Honda). On this day the vehicle took 13.057 gallons WITH a bit more than 1/4 tank showing in the fuel gauge showing on my dash. I check the miles driven from last filled and showed a 26.905 gallons per mile, in a vehicle that averages 36 - 38 miles per gallon. This was at pump No. 6 showing an Agriculture Weights and Measures last performed in 08/2022. I took my complain to the store daytime manager the next day, he got upset because I was indicating a problem and told me "..those pumps are calibrated all the time..". This a violation and theft of US the people with already high taxes collected by the state and which benefits the store owners and the state. my "theft" comment refers to gouging, over charging and swindle. I would like resolution to this matter. Thank you.

  Business response

  09/12/2024

  Good Afternoon, 

  I have reached out to the customer and let him know we are going to further investigate this. The customer stated that he didn't really want anything he was just trying to let us know and the manager was rude to him. I apologized for the manager being rude to him and told him I would send it over to the district manager to further handle. The customer registered his Speedway rewards card with me and I added 26,000 points for a $25.00 gift card for the inconvenience and sent him a letter. 

  Thank you, 

  Customer Satisfaction Specialist 

  ******* ********

• Initial Complaint

  09/09/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  Since June or July and August of 2024, this company has had coupons in their app. for $5 off a propane tank refill/swap (at least 2, if not 3 times) and then $3 off (at least 2, if not 3 times) but EVERY time I have made the effort of trying to take advantage of this (4-6 different times), the employee has told me he/she/they are not able to help me since they are the only employee working at the time. (Not sure how safe that is for the employee, but I am guessing this/that is more of an OSHA issue). Let's get back to on track here... And now the other day I was there to get gas & had 2 empty propane tanks with me, I redeemed reward points on the app to get $0.50 off per gallon, up to 25 gallons (of course, no coupons in the app this time for the propane, just my luck, right),but as soon as the pump hit 22.58 gallons, it wouldn't allow me to get to 25 gallons at the price of $2.649/GAL. I feel that they owe me 2.5 GAL @ $2.649/GAL & they should tell me how much I would have saved refilling my tank there with the coupons that I couldn't use (2-3 @ $5 each = $10-$15 & 2-3 @ $3 each = $6-$9) & give me a gift card of that amount. Oh, by the way, I also didn't walk out of there with 2 full tanks of propane since it was the same old story with the employee, they were there working alone & couldn't help me with the propane. And had NO clue what to do with the pump not allowing me to get to 25 GAL of gas! So... I am pretty irked & this is just wrong.

  Business response

  09/11/2024

  I called the customer and will be sending him a $15 Speedway gift card for the inconvenience and also added a 50¢ fuel discount to his rewards account. I am also sending the letter:

  September 11, 2024
  
  
  
  ******* ******* **** ******** ** ********* ** *****
  SpeedwayCase #:**************
  
  Dear *******,
  
  Thank you for contacting us regarding our store located in Shakopee, MN.
  
  Please be assured that the appropriate management personnel have been made aware of this issue, which will be researched further.
  
  We apologize for any inconvenience that this incident may have caused you. I am enclosing a $15 gift card which I invite you to redeem at any one of our Speedway locations. I have also added a 50¢ fuel discount to your Speedy Rewards account.
  
  Thank you for taking the time to share your feedback with us, and for being one of our valued customers.
  
  Kind Regards,
  
  
  
  ******** *****
  Customer Satisfaction Specialist

  Customer response

  09/12/2024

  
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me.
  
  Sincerely,
  
  ******* *******

• Initial Complaint

  09/09/2024

  Complaint Type:

  Customer Service Issues

  Status:

  Answered

  More info

  I am a member of Speedways "Speedy Rewards" program. They ran a promotion where you would get a $5 rebate through the app with a qualifying purchase. I made three such purchases and received nothing. After waiting some time I contacted speedway customer service and was put in contact with ******* ************* and assigned case number "Speedway Customer Service Case: **************". After a few emails back and forth my emails with ******* started to be ignored. I continued trying to resolve the issues and finally received a rudely worded letter and a $15 gift card to speedway. I continued to send emails asking if the problem was resolved... Most of these emails were ignored. Prior to April 19th I did receive a phone call from *******. She explained the the issue was fixed. I went again to speedway and made a purchase that qualified for a $5 rebate through the app. I never received the rebate. On May 6th I reach out by email again to *******. Over the next few months I sent dozen of emails. All were ignored. I will never understand why lies are tolerated. I was told the issue was fixed. I followed the instructions to a T and was meet with lies and ignored. This is not how you treat customers and I would like answers as to why.

  Business response

  09/09/2024

  Dear BBB,

  Good afternoon and thank you for giving us an opportunity to explain this situation.  *** ****** case was completed back on March 15, 2024.  We sent *** **** a Speedy Gift Card for $25 to cover the refunds that he did not receive.  Here is the letter that was sent to him. 

  March 15, 2024
  
  ******* **** ***** ***** **** ** *********** ** *****
  
  Speedway Case #: **************
  
  Dear *******,
  
  Thank you for contacting us regarding our "Beer Rebate" Promotion.
  
  Please accept my apology for any inconvenience or disappointment that this incident may have caused you. I am enclosing a $25.00 gift card which I invite you to redeem at any one of our Speedway locations.
  
  We appreciate you being one of our valued customers and for your participation in our "Beer Rebate" Promotion.
  
  Kind Regards,
  
  ******* *************
  Customer Satisfaction Specialist

  *** **** has become verbally abusive in his emails to our staff, and we will no longer communicate with him.  

  Please let me know if you have any further questions or concerns.  

  Thank You,

  ***** ***** 

  Speedway Customer Care Supervisor

   

  Customer response

  09/10/2024

  
  Complaint: ********
  
  I am rejecting this response because:
  Let's start off by saying I would invite speedway to attach any and all emails I sent with abusive language. After reviewing my records I don't see anything matching that description.

  There is no doubt a gift card was sent to me... That was for purchases made in March 2024 and prior. The transaction in question is from April 19 2024 and still needs to be addressed. 

  I was lied to during the phone call prior to my transaction in April when I was told the "issue was fixed". The issue was not fixed hence why we are here. Thank you and have a nice day.
  Sincerely,
  
  ******* ****

  Business response

  09/10/2024

  Dear BBB,

  Good morning.  We have confirmed that the promotion was working properly after we addressed *** ****** first set of transactions. 

  *** **** is a valued customer, but we are denying liability on his current claims concerning the promotion.

  Thank you and have a great day,
  

  ***** *****

  Speedway Supervisor

   

   

  Customer response

  09/10/2024

  
  Complaint: ********
  
  I am rejecting this response because:
  Obviously I would still love to see these "abusive emails" I sent. It's such a wild accusations I feel it should be addressed. 

  Taking into consideration that there is still an issue I must insist on resolution. I tried working with speedway support on this an as previously stated most of my emails were ignored and I was lied to. Understand that I went above and beyond trying to solve these issues and was completely ignored. And now liability is being denied. That is not how a company should treat a "valued customer". Thank you 
  Sincerely,
  
  ******* ****

• Initial Complaint

  09/04/2024

  Complaint Type:

  Billing Issues

  Status:

  Resolved

  More info

  Every item in the store that I took up to the register to purchase, was charged higher at the register than the advertised price. Not by a few cents, but by substantial amounts. When I said the advertised and listed price was lower, they just said that they don’t change out the listed prices and that they’re years old. The manager yelled at me and told me to either pay the higher prices or get out of their store.

  Business response

  09/09/2024

  Good Afternoon, 

  I have contacted the customer and notified our management team of this incident. I have offered the customer a $50.00 gift card as a resolution and for the inconvenience and the customer was satisfied with this. Customer was told if she had anymore questions or concerns to give us a call back. 

  Thank you, 

  Customer Satisfaction Specialist 

  ******* ******** 

  Customer response

  09/09/2024

  
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me.
  
  Sincerely,
  
  ******** *********

• Initial Complaint

  09/04/2024

  Complaint Type:

  Billing Issues

  Status:

  Answered

  More info

  Speedway store number *****, located at *** * **** ******* *** * ******** ** ***** is repeatedly double billing my credit card for gas. The most recent is 9/2/24 for $40. They charged 80$. One of the transactions cleared my credit on 9/3/24 while the duplicate charge is still pending and holding up available credit. This happens all the time and i suspect fraud because it does not happen with any other merchants or gas stations. Not only is this holding up credit availability but gives me extra follow up business. Upon reaching out to them they are very rude and disrespectful. Offer no assistance towards a fix and they blame the bank. I reached out to their corporate office at *** *** ****, *** ******** *** ***** ** *****. They were aggressive and combative and made no effort to check on why only THEIR location is double billing me and kept wanting to transfer me around and didn’t offer to investigate and get back to me. They also blamed the bank. And said they can hold up to 126$ because the bank required them to do so but it doesn’t usually happen inside the store when we pay in advance. I called the bank and they said they Do Not require them to charge double pending the duplicate charge to eventually drop off. We pay inside before pumping. This does not happen at speedway in Flint or anywhere else we use the same card. They finally said they are putting in the complaint did not ask for any contact information from me. The location refused to talk to me further since I called corporate after they keep doing it. I fear that if I don’t follow up every time I am being scammed. I should not have to wait 5-7 days for a duplicate charge to fall off. And keep following off. They are not offering resolution. Clearly there is something in their system that duplicates the pay before you pump amount. They need to investigate why this keeps happening. The bank has no reason to request double charges. I need them to stop and they just get aggressive and are no help.

  Business response

  09/05/2024

  After receiving the complaint, I reached out to the customer to try to get more details so I could research the transaction to verify the customer was not being double charged. I also wanted to speak with the customer about other payment options, including using our prepaid gift card, to avoid this situation in the future. The customer did not answer, so a voicemail was left first apologizing for the inconvenience of having to deal with this at all and also for how she was treated when attempting to call into Customer Service to have the issue resolved. I requested that the customer please call us back and ask for me directly so I could be sure she was not being double charged and also discuss how to avoid pre auth holds going forward. 

  Customer response

  09/06/2024

  
  Complaint: ********
  
  I am rejecting this response because: Speedway Alex called me back and is inconsistent in their reasoning. First she said the store that is double billing me is an older store and their equipment is not up to date. She was nice at first. This is an understandable reason for this error. She even said they may be able to put the store on the list to update the equipment and suggested I buy a pre paid card from them if I don’t want to be double billed. Then she flipped and blamed the bank again for their mistake and faulty equipment. Like they are not accepting any responsibility for their old equipment and rudeness. She got defensive and disrespectful as the other employees. In all I still feel like they are wrong for holding double the money for gas and they should post it at the pump or on the door so people will know in advance they will be double billed. No apology was given for the  inconvenience or the rudeness. They need to post it. Dear Customer:  YOU WILL BE DOUBLE BILLED FOR YOUR GAS. IT IS YOUR BANKS FAULT WHEN YOU WILL GET YOUR MONEY BACK. PUMP AT YOUR OWN RISK. WILL NOT APOLOGIZE. 
  
  Sincerely,
  
  ******* ******

  Business response

  09/17/2024

  Dear BBB,

  Good morning.  We have tried to explain to *** ****** that Speedway doesn't have the ability to add or delete a credit hold on any consumer's accounts.  This is only done by the financial institution that issued the credit card.  We have also tried to give *** ****** procedures to follow that will help her avoid the credit holds that are placed by the financial institution.  We hope this information helps her with future transactions and hope she continues to be one of our valued customers. 

  Thank you,

  ***** ***** 

  Speedway Customer Care Supervisor

   

  Customer response

  09/17/2024

  As I stated and still reject their answer or accep an apology because they are not being totally truthful in their response which means deception. Again they said several reasons for THEIR duplicate billing ie. That particular location does not have updated equipment and this should not be happening if you pay inside instead of at the pump. It is NOT my bank’s problem if THEIR equipment is outdated and cannot bill correctly. They tried to hustle me on one of THEIR prepaid cards or suggest I pay cash. Of course the bank reimbursed for Speedway double billing. Eventually. The bank says they are not responsible nor have they asked Speedway at this location to double bill for a hold. THEY Are Refusing Any Responsibility and continue to Make Excuses. And evade the issue and blame everyone else. Apology not accepted for that reason. Only this location does it none of the other speedway stores we frequent. 

• Initial Complaint

  08/29/2024

  Complaint Type:

  Customer Service Issues

  Status:

  Answered

  More info

  So I bought a 100$ gift card from Speedway for razor.gold. i went to use the gift card and the company is saying it was never activated, I contacted Speedway, incident #: custsup*******. And they are telling me it has been activated that I need to contact the razor.gold customer service, I did that and they are telling me that the card is INACTIVE AND HAS NEVER BEEN ACTIVATED. I have receipts of purchase, and letters from both companies stating they are not resposible. As a customer I should not be out 100$. I think its crazy that I bought the card from Speedway and it was never activated. I have proof. You guys are selling a product you should have a way to contact that company and tell them like "hey this card has been paid for, and should be active." Why do I have to lose my money.

  Business response

  09/03/2024

  Hello, 

  We have sent the customer a letter..
  Hello *****,
  
  Thank you for contacting us regarding our store located in Havelock, NC.
  
  We have conducted an investigation of this incident and after reviewing the information available to us, we respectfully deny responsibility for the claim, as our records indicate the Razor gift card was activated successfully. If you wish to pursue this matter further, please contact Razor at the Customer Service number**************.
  
  Thank you for taking the time to share your feedback with us, and for being one of our valued customers.
  
  Kind Regards,
  
  
  
  ******* ********
  Customer Satisfaction Specialist

• Initial Complaint

  08/27/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  Visited the location in Southfield, MI on Northwestern Hwy. Told the store employee that the rewards program said I could redeem a $5.00 gift card, which I had already done. I asked how do I utilize the $5.00 she said she didn't know. Asked her manager yelled from the back that I needed to redeem, I indicated that I had. She said her manager was on an important call but could help me in a few. The lady came from the back (I didn't know this was the manager). She started to help others customers. I figured out the app myself. The agent (origianl lady) scanned the $5.00 gift card and said it didn't work, the manager then said, it isn't working. started an arguemnt. would like to speak to someone in charge.

  Business response

  08/28/2024

  I called the customer to inform him that I was forwarding his complaint over to the appropriate U/M personnel for handling with apologies.  He explained that the fem. EE (name unknown) told him that the card was not working and when he asked for her manager, she stated that the SL was on a call and that it would take an hour for her to get off of her call.  He says the EE was very rude and argumentative when speaking and dealing with him over the issue and he says that she felt comfortable in her behavior even with the manager being there.  Customer says he was upset that she was being allowed to act this way towards him and says that the SL was also rude in her own respect when she finally came out to assist him.  Cust stated that he would like a call back from the SL's boss and says that they should have someone look into why their rewards system was down.  I also asked if he was ever able to use the $5 gc and he stated he was but the whole experience left a bad taste in his mouth, which is the reason why he wants to speak to the manager over the SL.  I told him that I would forward the complaint with the request for call back from the SL's boss and that I had added another 5,500 pts to his S/R acct to get another $5 card for the inconvenience of this whole matter.   Cust thanked me and we ended the call.  

  Customer response

  08/28/2024

  
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me.
  
  Sincerely,
  
  ********* ******

• Initial Complaint

  08/27/2024

  Complaint Type:

  Customer Service Issues

  Status:

  Resolved

  More info

  Speedway participates in dishonest business practices. Months ago, I was unable to be refunded on an erroneous transaction for $5. I have spent months on the phone trying to resolve this issue and no one at your company cares enough to assist with this matter AND follow through with it.. I am irate. The last person said they would compensate me another five due to the headache I have been experiencing. I will never set foot in another Speedway/7-11 so long as I live and will be sharing the phone calls and empty promises your agents made on Twitter/X so other people won't make the same mistake I have.

  Business response

  08/29/2024

  August 29, 2024
  
  
  
  ***** ******
  *** **** ****** ***** * * *** **** ***** * ** *****
  
  SpeedwayCase #:**************
  
  Dear *****,
  
  Thank you for contacting us regarding our store located in Yorkville, NY.
  
  I am enclosing a $10.00 gift card which I invite you to redeem at any one of our Speedway locations. The reason your phone number is not working is because you have a VOiP number and those are not supported by our Mobile App. In order to correct this issue you will need to register with an actual phone number.
  
  Thank you for taking the time to share your feedback with us, and for being one of our valued customers.
  
  Kind Regards,
  
  
  
  *******
  Speedway EE

  Customer response

  09/09/2024

  This situation is now resolved, and the company DID do something to make things right.  I just want the record to show that they eventually corrected the mistake and my acknowledgement thereof.

• Initial Complaint

  08/26/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  On July 10, 2024, at approximately 7pm, I used the “no touch” car wash at Speedway’s Mokena location (***** **** ***** ******* ********). While I was parked in the wash, the moving wash arm struck the side of my car, and scraped it down to the metal. I spoke to the Store Leader Stephanie Simonetta the next day at 12:50pm who said she would send the information to corporate, and I would hear from them. I also filed a police report that same day with Mokena PD (case # ********). I didn’t hear from Speedway, so I contacted their customer service on July 25th who said they would forward the information. I finally spoke to their damage specialist, John, on July 9th, who assigned case #************** and said I would hear from him when he had a resolution. I recently received a letter from John stating that they accept no responsibility. I called him at ***** ********, and he would provide me with no details on how he came to his erroneous conclusion. I am seeking payment in full for the property damage from Speedway.

  Business response

  08/26/2024

  Good Afternoon,

   

  In regards to the claim, we have completed a thorough investigation and then responded to the customer with the results of that investigation. Attached is a copy of the letter that was mailed to the customer.

   

  Thank you

  Customer response

  08/26/2024

  
  Complaint: ********
  
  I am rejecting this response because:
  I do not accept the result of their in-house investigation. I would like what information they have reviewed to determine they are not at fault. I know there is a camera in the car wash that likely captured the incident. I do not see any possible way they are not liable. My car was in park, and the wash had made several successful passes around my vehicle prior to its failure. 
  Sincerely,
  
  **** ****

  Business response

  08/26/2024

  Dear BBB,

  Good afternoon.  The incident was investigated and there were no issues found with our carwash.  With this being a General Liability claim we are not permitted to share any of the details of our investigation in case this claim was to go into litigation.  

  Thank you and have a good day,

  ***** 

  Customer Care Supervisor

   

   

  Customer response

  08/26/2024

  
  Complaint: ********
  
  I am rejecting this response because:
  Once again, the at fault party (Speedway) being the one who conducted the investigation leads to the investigation lacking credibility as a matter of course. This is only compounded when they refuse to share what led them to their disposition. Was video ever reviewed? I’m guessing it was not, as it would have shown the incident. Video evidence is hard to discredit. 
  Sincerely,
  
  **** ****

*Some consumers may elect to not publish the details of their complaints, some complaints may not meet BBB's standards for publication, or BBB may display a portion of complaints when a high volume is received for a particular business. ↩