ComplaintsforSheetz

• Initial Complaint

  10/05/2024

  Complaint Type:

  Billing Issues

  Status:

  Answered

  More info

  I got gas on pump 10 at around 1:30pm at there ************* location on Thursday October 3rd. I can no more than 21 dollars on the pump. I check my bank card and Sheetz put a half of on 60.48$. I can understand 10$ but not and additional 40$. I make my income off of commission not salary. So I lost more than a full day of commission sales. I would like my money back they put a hold on.

  Business response

  10/15/2024

                 I am writing in follow-up to Brendans complaint, number 22383936.  If I understand Brendans concerns correctly, ******* used his bank check card to purchase gasoline at our store in ************, store #**.  ******* complains that H3130313232**32303034H debited his account for more than the amount of the gasoline that he purchased. 
  
                 Please let me explain our process.  ******* used his bank credit card (debit) at one of our pumps.  When this occurs, H3130313232**32303034H sends an electronic status request to the customers bank to determine if the card represents a valid account.  We do not place a hold on a customers funds,nor do we request that a hold be placed on a customers funds.  In addition, a customers bank does not make us aware of whether the bank has placed a hold on the customers account.    Our status check merely determines if the account is active.   If the account is active, the transaction is allowed to continue (if it is not, the transaction is not allowed to continue and an alternate form of payment must be used). 
  
                 Banks, however, have their own process for dealing with our initial status request.  We understand, for example, that a bank may,when it receives the status request, pursuant to its own policy, place a hold or a preauthorization hold on the customers account (in this case, for example, for $100).  This is done pursuant to the banks own procedures. 
  
                 Please understand that how a bank reacts to a status request is a matter beyond a retailers control.  A status request is not a request that a hold be placed on funds or that funds be withdrawn from an account.  It is merely an inquiry to determine if the customers account is active.  What the bank does with the request is determined by the bank and/or the rules and regulations promulgated by the credit card issuer. 
  
                 Please also understand that this issue has been a concern to customers in the past.  In order to better assist our customers, we have added information explaining the process to our website for their reference. 
  
                 I hope this correspondence proves helpful.  Should you have any questions or concerns, please feel free to contact me at **************.
  
  
  
  Sincerely,
  ********* *******
  Customer Advocate & Litigation Manager

• Initial Complaint

  09/17/2024

  Complaint Type:

  Product Issues

  Status:

  Resolved

  More info

  Im always at Sheetz buying anything and everything (drinks snacks food mto food cigarettes etc) and spend ALOT of money there and a couple times now I have bought meat and cheese and they were ALL moldy and the hashbrowns were fried in an oil that hasn't been changed in I dont know how long! And when i tried to get ahold of someone no one will answer me. I have been ignored about this and its ridiculous. Sheetz is selling moldy meat and cheese and not changing their fryer oil and they dont care.

  Business response

  10/01/2024

  Good afternoon I am writing in follow-up to Ms. ******** complaint wherein she complains that cheese she recently purchased was moldy and our fryer oil needs changed.  She also indicated that she has reached out to the **************** and we have not returned her message.  Please be advised that the only call we have from Ms. ******* is from July 2024 wherein she asks if we will bring back our drink subscription service.  I apologize if Ms. ******* forwarded an email or made a call and we did not receive it. 
  
  Nonetheless, I apologize for the inconvenience Ms. ******* experienced as a result of her most recent purchases.  I have contacted the store and investigated Ms. ******** complaints. As a courtesy, I would like to forward Ms. ******* a gift card in the amount of $25. Please provide a mailing address. I hope that Ms. ******* knows how much we appreciate her as a loyal and valued Sheetz customer.  Thank you.

  Sincerely - ********* ****** - Claims & Litigation Manager

   

  Customer response

  10/02/2024

  
  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. 
  
  Regards,
  
  ******* *******

  Can you send the gift card to this name and address for me please as follows - 

  **** ******

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

  Keymar MD 21757

  Please and thank you!

• Initial Complaint

  09/03/2024

  Complaint Type:

  Customer Service Issues

  Status:

  Answered

  More info

  My husband and I stopped at Sheetz in cranberry Pa. When we got to the cash register the individual that waited on us made a sexually explicit comment to me in front of several other customers and my husband. My husband went to the manager on duty and she provided him with a number to file a complaint. He did so as instructed this was two weeks ago and we still have not been contacted by a representative. This is disturbing that they would hire and individual like this and then when an issue is reported they do not address it.

  Business response

  10/11/2024

  I am writing in follow-up to the above-reference complaint. In order to thoroughly investigate the matter, I would like to speak with Ashley for additional facts. It is my understanding, that my co-worker reached out to Ashley, but unfortunately, she must not have received the message.  I am sorry for that. 
  
   
  
                Nonetheless,  I will reach out to Ashley so that I can resolve this matter appropriately.  I trust that this is acceptable to you, as we want all of our customers to have a pleasant experience while visiting Sheetz.   Thank you. 
  
   
  
  Sincerely,
  
  Stephanie Diggins
  
  Customer Advocate & Litigation Manager

• Initial Complaint

  08/15/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  I have contacted sheetz 5 times to close my account. They are refusing.

  Business response

  08/16/2024

  Dear *** ******:

  I am writing in follow-up to *** ******** complaint regarding wanting his Sheetz rewards card closed.  I have contacted the appropriate department and the account will be closed within seven (7) days.  I apologize the account was not closed when you initially contacted customer service.  Thank you.

  Sincerely - Christine B*****/Claims & Litigation Manager

  Customer response

  08/16/2024

  ** ******* ****** ** ******** **** ***** ********* **** ********** ** *** ********** *********  ** *** ***** *** *** ****** ** ****** ******* ****
  
  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. 
  
  Regards,
  
  ****** ******

• Initial Complaint

  08/01/2024

  Complaint Type:

  Customer Service Issues

  Status:

  Answered

  More info

  This is in reference to a transaction that occurred at 1819 Fairgrove Church Rd SE in Conover, NC. Time: 0130 on 8/1/2024. I waited over an hour in line waiting for food. 30 minutes of that time after I already paid. I watched multiple vehicles that had already ordered back out of the drive through line due to the excessive wait time. When I did get someone at the window the manager that night proceeded to go on a tangent about how some in his words “crazy man” was trying to report him in reference to the ATM not working. He then took my money, and sauntered off. 15 minutes later the same manager walks up and fills my XL fountain drink 3/4ths full and hands it out to me. I look at it and say this isn’t good enough to which he coldly replies well the fountain machine is down and I used a bottle so I don’t know what you want me to do about it. After another 5 minutes of looking at this MANAGER and explaining this is not what I paid for, he once again saunters off for another 15 minutes. Before coming back to fill up the cup the rest of the way. So in total, nearly an hour and still no hotdog or app sampler. By this time multiple people have backed out and left the drive thru including an on duty police officer. Due to them not coming to the window I had to go inside and demand a refund. To which it once again took over 5 minutes to accomplish while the other employee working stared mouth agape. Over an hour and nothing to show for it, no food, no compensation for the time or gas wasted. If they are unable to fill orders that needs to be documented and they need to not be charging anyone.

  Business response

  08/13/2024

  Dear *** ******:
  
  I am writing in follow-up to Complaint Number ******** wherein *** ***** appears to have had a bad experience during her visit at Sheetz.  I apologize for her experience and am going to follow-up with this location, as well as view surveillance, to determine what happened and why orders were not being filled. 
  
  For the inconvenience, I am going to forward *** ***** a gift card in the amount of $25.  Once again, I apologize and hope that *** ***** will continue to be a loyal Sheetz customer.

  Sincerely - Christine B*****/Claims & Litigation Manager

• Initial Complaint

  07/25/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I was refueling at this gas station on July 13th, 2024, and because of a faulty gas hsndle, gasoline gushed out during refueling. Later, the staff and store manager came out to check. They tried using this gas handle many times, and each time the gas handle failed and gasoline sprayed on my car and the ground. The store manager said that she would refund me $10 for the gasoline spilled out to my bank card, but I have not received the refund yet.

  Business response

  07/29/2024

  Dear *** ******:
  
              I am writing in follow up to a complaint received in my office from ** ***.  I would like to look into the matter, but I need a store number, as well as a time that this occurred.  Additionally, does ** recall who they talked to at the store, as I would like to reach out to the manager on duty.  Frankly, a receipt would be quite helpful to assist with my investigation.
  
              I will await additional details from you.  Thank you.

  Sincerely - Christine B*****/Claims & Litigation Manager

   

• Initial Complaint

  07/07/2024

  Complaint Type:

  Customer Service Issues

  Status:

  Answered

  More info

  Did not scan in Sheetz rewards correctly, insisted after multiple requests to scan again that she got it right.. none of the activity showed up on my account, my gas discount did not apply. Tried to reach out to the business they fixed 1/3 of problems and after an hour on the phone and 2 letters that’s just not enough. This location is problematic, only have been here twice and multiple issues both times.

  Business response

  07/07/2024

  Dear *** ******:

       Thank you for forwarding ***** complaint regarding issues had at one of our locations.  In order to perform an investigation, I need the following information:  1) the location *** visited, 2) I am requesting receipts of the transaction in which *** did not receive the points for the purchases and 3) I would need ***** My Sheetz Card number.  

       Please provide me this information and I will gladly research the issues and follow-up with you once complete.  I am glad *** reached out so we can fix any issues that may be outstanding.

  Thank you - Christine B***** - Claims & Litigation Manager

   

   

   

• Initial Complaint

  07/03/2024

  Complaint Type:

  Facilities Issues

  Status:

  Answered

  More info

  On July 3, 2024 I stopped to purchase gas for over an hour trip. The ladies restroom was AWFUL.i ! I am a former NC certified EMT and nursing assistant. There was : Urine on many seats Unsticked toilet paper No hand soap Unflushed toilets Overflow of trash SMELLED BAD

  Business response

  07/04/2024

  Dear *** ******:

       I am writing in follow-up to *** ********** complaint regarding the cleanliness of a restroom she visited while traveling.  This is very concerning, as we pride ourselves on the cleanliness of our restrooms.  May I please get the location where *** ******** visited so I can reach out to this location.

       Thank you for your assistance.

  Sincerely - Christine B*****/Claims & Litigation Manager 

   

   

• Initial Complaint

  05/29/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I went to sheetz car wash and It caused damaged to my vehicle. Submitted a complaint and spoke to someone who was only concerened about 1 spot of damage to my vehicle and stated that she found sheetz not liable, but I have way more damage than that one spot. I have brush marks the whole way around my vehicle due to their brush car wash. I did submit photos to them and like I said she looked af one spot and marked that off as none of the damage was caused by them. She also emailed me and said she did not look at video of my vehicle prior to entering to know if the huge gash was from their wash or not. ( I stated that it was there after wash, but wasn't sure if it was there prior or not but I'm pretty sure it wasn't as I didn't hit anything) but there is way more damage that just that spot. She stated I could get a supeona to look at video.

  Business response

  05/30/2024

  Dear Ms. ******:
  
              I am writing in follow-up to Ms. *******’s complaint wherein she alleges that the car wash at our Butler location damaged her vehicle.  A thorough investigation was performed and it was determined that the damage on Ms. *******’s vehicle was inconsistent with car wash damage.  The car wash brushes are made from a non-porous soft foam.  Ms. *******’s damage looked as though her vehicle was scraped against something.  Additionally, surveillance was viewed and multiple vehicles used the car wash before and after Ms. ******* without incident.  Also, the car wash does not show any signs of malfunctioning while Ms. ******* is in the wash.  
  
  Because of all of these facts, it was determined that Sheetz would not be liable for Ms. *******’s damages.  Should you require additional information, feel free to contact me. 
  

  Sincerely - Christine B*****-Customer Advocate/Litigation Manager

  Customer response

  05/30/2024

  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and have determined that this does not resolve my complaint.  For your reference, details of the offer I reviewed appear below.
  
  *** ****** ** ** ******** **** ****** ** * ****** ** ***** **** ** **** **** **** ** *** ********
  Regards,
  
  ***** *******

• Initial Complaint

  05/29/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I am very upset that Sheetz change my credit limit when I have been a very excellent customer. I never missed a payment until the 24th of May and I paid on the 29th. I miss my payment due to an accident. That day My credit limit was dropped from 5000.00 to 1700.00 without notice. this is how you treat your customers. I want my credit limit back

  Business response

  05/30/2024

  Dear Ms. ******:
  
            I am writing in follow-up to Ms. ****’s complaint wherein she indicates her credit limit was lowered on her Sheetz credit card.  I am sorry to hear that, however, Sheetz is not responsible for credit limits.  The bank handling the credit card is responsible for the credit limits, checking credit scores, etc.  I would suggest that Ms. **** reach out to the issuing bank and discuss the issues with them.
  
            I am sure Ms. **** is a very good customer and we appreciate her business.  I am hopeful that she will be able to work this out with the issuing bank.  Thank you.
  

  Sincerely - Christine B***** - Customer Advocate/Litigation Manager

  
  

*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. ↩