Complaints

This profile includes complaints for Murphy Oil USA, Inc.'s headquarters and its corporate-owned locations. To view all corporate locations, see Find Local Branches.

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Murphy Oil USA, Inc. has 2 locations, listed below.

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  Murphy Oil USA, Inc.

  422 N Washington Ave El Dorado, AR 71730-5616

• 

  Murphy Oil USA, Inc.

  PO Box 7300 El Dorado, AR 71731-7300

The complaint text that is displayed might not represent all complaints filed with BBB. 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.

• Initial Complaint

  Date:08/28/2024

  Type:Product Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  Diesel exhaust fluid that came from a new DEF pump at the Murphy gas station on ********** **** in Prosper Texas had water in it and I had to spend $2,700.00 to repair my truck. I’d like to get reimbursed for this cost.

  Customer Answer

  Date: 08/28/2024

  The Murphy Gas Station had just installed a new DEF dispensing station.  Attached is my bank statement for the purchase on July 10th 2024 and my repair receipt from ******** ***** * *** 

  Business Response

  Date: 08/28/2024

  Hi,
  

  To report a claim. you will need to contact our Customer Care department at ************.  Once the needed information is given to one of our agents, then we can move into the investigation stage of the claim.

  Thanks,

  *****

• Initial Complaint

  Date:08/14/2024

  Type:Customer Service Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  As a loyal customer, I have regularly chosen Murphy USA for my fuel needs across various locations in the United States. Unfortunately, during a recent visit, the diesel pump malfunctioned, causing diesel to spill down the side of my truck and onto the ground. I immediately contacted the national customer service department, where I was assisted by a polite and helpful representative. She helped me file a claim and assured me that the district manager would contact me to resolve the issue. I requested that my truck be thoroughly cleaned to remove the diesel residue. When I was contacted by *****, the district manager in Louisiana, his response was dismissive and condescending. He offered to clean only the section of the truck where the diesel had overflowed, dismissing the $120 cost for a full wash by my regular mobile service as excessive. This approach is entirely inadequate—like only painting over a small portion of a wall that’s been stained. Given that Murphy USA reported $4.85 billion in revenue for June 2024, I find it both surprising and unacceptable that the company would refuse to cover the relatively small cost needed to properly clean my vehicle. I am seeking a full reimbursement for the cleaning service and a formal acknowledgment of this mishandling. The dismissive attitude shown by the district manager is not in line with the standards expected from a company of Murphy USA’s size and reputation.

  Business Response

  Date: 08/15/2024

  Hi ****,

  I apologize that the auto shut off did not disengage on that visit to our store.  This can happen at times, so it is important that you remain by the pump to disengage manually when necessary to avoid a fuel spill.  I am glad you used the windshield washer squeegee to clean the fuel off of your truck immediately.  My understanding from the DM is that you are wanting us to pay $120 to have a guy come to your house to fully detail your truck inside and out.  While we are not allowed to do that, we will be happy to pay for a drive-through carwash.  Hopefully you can locate a touchless drive through car wash in your area if you do not want to use one with brushes.  If you would like, you can return to the store, and they will give you a $20 customer satisfaction to pay for a drive through car wash.  

  Wishing you a good day.

  *****

  Customer Answer

  Date: 08/15/2024

  
  Thank you for your response regarding the fuel spill incident.

  To clarify, I only requested an exterior detailing of my vehicle, not an inside-and-out service. The spill left substantial diesel residue on my truck, which a standard drive-through car wash cannot properly address. Additionally, I avoid using automatic car washes to maintain the quality of my vehicle's paint.
  

  Had I been standing closer to the pump during this malfunction, the situation could have resulted in a much more serious claim, with the possibility of bodily harm and potential lasting effects from being covered in diesel. 

  
  Sincerely,
  
  **** *****

  Business Response

  Date: 08/16/2024

  Hi ****,

  The choice to use a carwash or have your truck detailed on the outside is certainly your personal choice. We will be happy to provide you with a $20 Customer Satisfaction which you could either apply towards the detail or use in a different way if you do not want to use a carwash.  The DM is aware you may stop by to collect the $20 if you so desire.

  Please be aware the suggestion to remain by the pump is actually a law. As long as fuel is being dispensed, the consumer is required by law to remain by the pump to stop the flow of fuel if that becomes necessary.

  I hope you enjoy a wonderful weekend.

  *****