ComplaintsforChevron Products Company

• Initial Complaint

  07/04/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  So I pulled in to the chevron on ******** and I was waiting for my girlfriend to get out of the bathroom and the employee came over as said I had to leave and can't sit there and I told him I was waiting for her to get out of the bathroom and then he started cussing at me . Is this what kind of employees they hire wtf. I'll never go there again and that guy should get fired . If one of my employees did that to a customer for no reason I'd fire that person on the spot. I'll be contacting corporate and his boss. I spend a lot of money there but no more I'll find a different gas station that treats customers right.

  Business response

  07/10/2024

  Dear ********,
  
  
  Thank you for your patience while we review the customer's concern. ********************** does not own this location. This station is independently owned and operated by Thorntons Chevron. We have shared the consumers concern with the relevant retailer.Please see the retailer and marketer direct contact information below.
  
  
  Station ID: *****
  Thorntons Chevron
  *******************************************
  *************
  
  Marketer:
  Flyers Energy LLC
  ****************************************************************************
  ************* 
  
  We appreciate the time you have taken to contact us. We look forward to continuing to deliver top quality service and products to our customers in the future.
  
  
  Sincerely,
  
  ***************************************
  Senior CCC Specialist, Consumer Connection Center
  Global Customer Experience CSC E&D

• Initial Complaint

  06/17/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  Date of transaction: 6/16/24 Location of issue: ************************************************* Placed two hold on my card for $175 and $125. I only put $22.49 in gas. Contacted corporate and was told to allow 10 business days for the transaction to clear. At this moment, ** not having the best time and that is all I had left in my pocket. Couldnt buy myself food or put more gas due to this issue. My car gets to Full with $60, why is there such a large hold of money? 10 business days to clear as if that is extra money on my pocket for them to hold. I will never go back to a Chevron let alone trust any gas station with my bank card. This needs to stop right away

  Business response

  06/25/2024

  Dear ***,
  
  Thank you for your patience while we reviewed the customer's concern. We have reached out to the customer directly regarding their recent experience. Please see our response provided below.

  We appreciate the time you have taken to contact us. We look forward to continuing to deliver top quality service and products to our customers in the future.
  

  Regards,
  
  ***************************************
  Senior CCC Specialist, Consumer Connection Center
  Global Customer Experience CSC E&D

  ____________________________________________________________

  Response To Customer:

  Dear ***************************,

  Hope all is well. 
  
  Thank you for taking the time to contact Chevron regarding the pre-authorization amount placed on your bank account after a fuel purchase at the service station.
  
  When a credit and/or debit card is swiped at the pump, Chevron and the card brand sends the users card issuer (the bank) a request to pre-authorize a fuel purchase for a set amount.
  
  Once this pre-authorization is approved, the customer is able to pump the fuel for their vehicle. Immediately after the transaction is done, the actual final purchase amount is transmitted back to the customers card issuer and the original authorization hold should be removed from their account. ********************** has entered into a program with **** called Real Time Clearing. This real time process allows the actual purchase amount to be transmitted in real time and this process would be virtually invisible to the customer in most cases.
  
  However, in some cases, banking institutions may hold this pre-authorization amount until they receive the notification of the final purchase amount or beyond. In the case of **** transactions, card issuers are required to remove their hold immediately upon receipt of the final transaction amount or within two hours, whichever comes first. If a bank or credit union is not in compliance with ****s Real Time Clearing process, this holds release will take longer because their computer system has not processed the final purchase amount transmission that is sent by ****. Their system may not remove this hold for up to 72 hours, so you may discuss the matter with your bank to learn why the holds are lasting so long. Many banks print their customer service phone numbers on the back of their cards.
  
  Here is a link to a **** explanation about this process (*************************************) which says that When you pay at the pump, some card issuers place a hold on their cardholders funds in anticipation of the final transaction amount, to help ensure their cardholders accounts do not become overdrawn. Gas merchants do not place holds.
  
  We apologize if this process caused you an inconvenience. Thank you again for your feedback and for giving us the opportunity to respond to your concerns.

   

  Sincerely,
  
  ***************************************
  Senior CCC Specialist, Consumer Connection Center
  Global Customer Experience CSC E&D

• Initial Complaint

  06/05/2024

  Complaint Type:

  Billing Issues

  Status:

  Answered

  More info

  Case #******** 1152 points were removed and account was disabled. I am requesting restoration of all offers/promotions removed. I get $1 off for the first 3 visits. I only used 1 visit and earned 1000 points redeemable for $1 off during the 2nd visit.

  Business response

  06/26/2024

  Thank you for your patience while we reviewed the consumer's concern. We have shared the consumer's complaint with the appropriate parties requesting that they reach out to the consumer directly in a timely manner. They tried connecting with the customer via phone on 6/11/2024, with no success. We kindly ask the customer to contact our team at ************, option 3 and please reference case# ********.

   

  We appreciate the time you have taken to contact us. We look forward to continuing to deliver top quality service and products to our customers in the future.

   

  Regards,

  Customer response

  06/26/2024

   
  Complaint: 21806494
  
  I am rejecting this response because: Please reactivate my account and provide the missing points, offers and promotions that were removed.
  
  Sincerely,
  
  ***********************

• Initial Complaint

  05/20/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  the store is over charging people everyday this is a problem

  Business response

  05/21/2024

  Dear ***,
  
  Thank you for your patience while we reviewed the customer's concern. Unfortunately, there was not enough information provided in the complaint to address the customers concern. We have reached out to the customer directly to try and obtain the ******************** location.  
  
  We appreciate the time you have taken to contact us. We look forward to continuing to deliver top quality service and products to our customers in the future.
  
  
  Regards, 

  ***************************************
  Consumer ***************** Specialist
  Chevron Products Company, a division of Chevron U.S.A Inc.

• Initial Complaint

  05/20/2024

  Complaint Type:

  Sales and Advertising Issues

  Status:

  Answered

  More info

  I went to this store yesterday on *5/17/24 to buy two packs of 4 Seagram Escapes (Jamaican ME Happy) which were priced at $5.89 for each pack.Once I got to the counter, the cashier tried to charge almost $24.00 total. After hearing other similar complaints, I decided to turn them in to make sure this store is investigated to rule out this store double charging their customers.

  Business response

  06/12/2024

  Thank you for your patience while we reviewed the customer's concern. Unfortunately, there was not enough information provided in the complaint to address the customers concern. We have reached out to the customer directly to try and obtain the ******************** location. 

   

  We appreciate the time you have taken to contact us. We look forward to continuing to deliver top quality service and products to our customers in the future.

   

   

  Regards,

• Initial Complaint

  05/06/2024

  Complaint Type:

  Sales and Advertising Issues

  Status:

  Answered

  More info

  Posted on the gas station sign was 5.65 a gal for diesel, no different pricing was posted on the sign for use of debit card. I pumped my diesel and noticed that I was being charged 5.85 a gal for diesel. I asked an employee what was this about had she stated that the sign posted was for cash and it would be 5.75 a gal if using a card. The prices were not posted on sign. Never mind the fact that chevron is alway 15 to 20 cents more then any other station is town.

  Business response

  05/29/2024

  Dear ***********************,

   

  Hope all is well.

   

  Thank you for your feedback regarding your experience at one of our Chevron- branded stations. At Chevron, our core values include treating everyone with dignity and respect and ensuring our customers have a clean and reliable experience. Chevron is committed to providing excellent products and services to our customers.

   

  We appreciate you bringing this to our attention, and we would like to offer you a gift card for your inconvenience.

   

  Would you prefer a Physical Gift Card or an Electronic Gift Card?

   

  Please note that it may take several days if you opt for a Physical Gift Card. If you opt for an Electronic Gift Card, we will be able to send it via Chevron mobile app within 1-3 days. Electronic Gift Cards can only be used as a payment method through the apps at the pump Only.

   

  If you choose Electronic Gift Card:

      Kindly provide the phone number used to register in the Chevron or Texaco Mobile App.

   

  If you choose Physical Gift Card:

      Kindly provide your mailing address.

   

   

  We sincerely hope to have the opportunity to serve you again.

   

  Sincerely,

   

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

  Consumer ***************** Senior Specialist

  Chevron Products Company, a division of Chevron U.S.A Inc.

• Initial Complaint

  05/01/2024

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  Ive been trying to contact this business VIA email and Ive been calling and no answers Ive been leaving voicemails and still no answers. This is regarding my unclaimed property that they have and I cant seem to get a hold of them.

  Business response

  05/23/2024

   

  Thank you for your patience while we reviewed the consumer's concern. We have shared the consumer's complaint with the appropriate parties requesting that they reach out to the consumer directly in a timely manner.

   

  We appreciate the time you have taken to contact us. We look forward to continuing to deliver top quality service and products to our customers in the future.

   

  Regards,

• Initial Complaint

  04/22/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  April 22, 2024 2:29:06pm Store employee ****** was highly disrespectful and rude to boyfriend and I. We purchased drinks and then had to use the restroom. Upon going to use the restroom , one of the restrooms were filthy and unsanitary and could not be used. Due to previous safety issues from other experiences boyfriend and I decided to use the same bathroom together. We have done before in this bathroom as well with other employees as there was no sign or no issues prohibiting us from doing the same. ****** then came to restroom leaving the entire store waiting to knock aggressively on the door telling us we cannot use the same bathroom and knock 2 seconds later knocked again while my boyfriend was still undressed using the bathroom. We came out and she flew up behind us unsafey and my boyfriend stated we were just using the bathroom she said thats fine then we asked why did you ask us to leave the bathroom then. We proceeded to call corporate and make a complaint and as we were still on the phone we walked back in the store asking them wheres the policy and she stated I can speak to the manager about it and he came out nice at first but became aggressive and chastising us even after we told him the bathroom is disgusting and asking if he could please clean the bathroom and there was no sign stating otherwise. He tried to blame us and stated there doesnt need to be a sign and that its common sense couples shouldnt use the bathroom and who uses the bathroom together I said couples do it all the time. Still not addressing the issue or taking accountability that the bathroom was not cleaned nor did he or tell his employee to try to clean the bathroom. He also didnt know if either one of us are handicap nor is it his business or right to speculate a handicap condition or decide what the definition of handicap is. We took photos of the bathroom and sent them to corporate while corporate was on the phone. He stated they always had issues with me yet never addresse

  Business response

  05/22/2024

  From: CCC ********* mail [*********************************]

  Sent: 5/6/2024 2:56 PM

  To: ********************

  Subject: Station ID: ************ Restroom | Innapropriate Behavior_Case#********_MKMU [ thread::xv2wxkcFeAuFJZq8wSUrcQs:: ]

   

  Good afternoon **************,

   

  Thank you for your patience while the relevant marketer reviewed the information you provided for this independently operated station

   

  Our team has been advised that a station representative has contacted you to discuss your concern and a resolution has been met. We will consider the case closed on our side. Please let us know if there is anything else we can assist you with.

   

  We appreciate you bringing this to our attention, and we sincerely hope to have the opportunity to serve you again.

   

  Kind regards, 

   

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

  Consumer ***************** Specialist

  Chevron Products Company, a division of Chevron U.S.A Inc.

  Customer response

  05/22/2024

   
  Complaint: 21611035
  
  I am rejecting this response because: ***** and ****** were only warned and not fired. Despite already having previous complaints against them for similar behaviors and actions. 
  
  Sincerely,
  
  *********************

• Initial Complaint

  04/14/2024

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  I started filling gas in my car when I noticed that the hose was leaking fuel very rapidly, I stopped fueling and went inside the store to report the issue and request a refund since a lot of fuel was leaked to the ground.The store manager immediately denied the refund and a little while later when I was taking pics and making a video of the pump to document the issue, the store manager came out wearing gloves and immediately started tightening the hose to fix it. It was during this time he realized I was recorded and he panicked and tried to ****** my phone and also pushed me therefore applying a physical assault.I have video proof of the altercation and demand: 1. An apology from Chevron 2. Refund my money.

  Customer response

  04/15/2024

  I have added my full 'Atif Baqar"

  Business response

  05/22/2024

  Dear Atif Baqar,

   

  Hope all is well.

   

  Thank you for your feedback regarding your experience at one of our Chevron- branded stations. At Chevron, our core values include treating everyone with dignity and respect and ensuring our customers have a clean and reliable experience. Chevron is committed to providing excellent products and services to our customers.

   

  We appreciate you bringing this to our attention, and we would like to offer you a gift card for your inconvenience.

   

  Would you prefer a Physical Gift Card or an Electronic Gift Card?

   

  Please note that it may take several days if you opt for a Physical Gift Card. If you opt for an Electronic Gift Card, we will be able to send it via Chevron mobile app within 1-3 days. Electronic Gift Cards can only be used as a payment method through the apps at the pump Only.

   

  If you choose Electronic Gift Card:

      Kindly provide the phone number used to register in the Chevron or Texaco Mobile App.

   

  If you choose Physical Gift Card:

      Kindly provide your mailing address.

   

   

  We sincerely hope to have the opportunity to serve you again.

   

  Sincerely,

   

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

  Consumer ***************** Specialist

  Chevron Products Company, a division of Chevron U.S.A Inc.

  Customer response

  05/22/2024

   
  Complaint: 21574589
  
  I am rejecting this response because I have only been issued a gift certificate worth $20 And not refunded my money that was charged.
  
  Sincerely,
  
  Atif Baqar

  Business response

  06/01/2024

  Dear ***,

  Thank you for your patience while we reviewed the customer's concern. We have reached out to the customer directly regarding their recent experience. Please see our correspondence provided below.

  We appreciate the time you have taken to contact us. We look forward to continuing to deliver top quality service and products to our customers in the future.
  
  Sincerely,

  ***************************************
  Consumer ***************** Senior Specialist
  Chevron Products Company, a division of Chevron U.S.A Inc.
  ___________________________________________________________
   Correspondence With Customer-

   

  From: Atif Baqar <*******************>
  

  Sent: Thursday, May 30, 2024 1:35 AM
  To: Consumer ***************** <*********************************>
  Subject: [**EXTERNAL**] Re: Station ID: *************** Complaint #********- Personnel and Service_Case#********_WSGP

  Hi and thank you, yes please a gift card would be great then. My address is ************************************
  

  
  On Wed, May 29, 2024, 10:36?AM CCC ********* mail <*********************************>wrote:
  Good morning, 
  
  Hope all is well. 
  
  Thank you for your prompt response. Unfortunately, our department does not have the option of issuing a refund for the $*****. However, we are more than happy to issue you a Chevron gift card for your inconvenience.
  
  Would you prefer a Physical Gift Card or an Electronic Gift Card?
  
  Please note that it may take several days if you opt for a Physical Gift Card.If you opt for an Electronic Gift Card, we will be able to send it via Chevron mobile app within 1-3 days. Electronic Gift Cards can only be used as a payment method through the apps at the pump Only.
   
  If you choose Electronic Gift Card:
      Kindly provide the phone number used to register in the Chevron or Texaco Mobile App.
  
  If you choose Physical Gift Card:
      Kindly provide your mailing address.
  
  
  We sincerely hope to have the opportunity to serve you again.
  
  Sincerely,
  
  ***************************************
  Consumer ***************** Specialist
  Chevron Products Company, a division of Chevron U.S.A Inc.

   

  ---------------Original Message ---------------
  From: Atif Baqar [*******************]
  Sent: 5/22/2024 4:38 PM
  To: *********************************
  Subject: [**EXTERNAL**] Re: Station ID: *************** Complaint #********- Personnel and Service_Case#********_WSGP

  All I am looking for is a refund to my ***** charged, I don't need any gift certificates or anything else. Just the refund for a minor amount of *****,this is now a matter of principal not money.
  
  On Wed, May 22, 2024, 5:50?PM CCC ********* mail <*********************************>wrote:
  Dear Atif Baqar,
  
  Hope all is well. 
  
  Thank you for your feedback regarding your experience at one of our Chevron-branded stations. At Chevron, our core values include treating everyone with dignity and respect and ensuring our customers have a clean and reliable experience. Chevron is committed to providing excellent products and services to our customers.
  
  We appreciate you bringing this to our attention and we would like to offer you a gift card for your inconvenience.
  
  Would you prefer a Physical Gift Card or an Electronic Gift Card?
  
  Please note that it may take several days if you opt for a Physical Gift Card.If you opt for an Electronic Gift Card, we will be able to send it via Chevron mobile app within 1-3 days. Electronic Gift Cards can only be used as a payment method through the apps at the pump Only.
   
  If you choose Electronic Gift Card:
      Kindly provide the phone number used to register in the Chevron or Texaco Mobile App.
  
  If you choose Physical Gift Card:
      Kindly provide your mailing address.
  
  
  We sincerely hope to have the opportunity to serve you again.
  
  Sincerely,
  
  ***************************************
  Consumer ***************** Specialist
  Chevron Products Company, a division of Chevron U.S.A Inc.
  
  
  
  

• Initial Complaint

  04/10/2024

  Complaint Type:

  Billing Issues

  Status:

  Answered

  More info

  I was charged a hold fee at the pump of a local Chevron without my knowledge. I didn't become aware of it till some time later as I was riding my motorcycle to the casino a few towns away from that location. I only brought the one card with me because that was the limit I placed on my entertainment, I was notified on my phone about the charges from the cards app. This caused me tremendous anxiety and cut my night very short. Not at all happy!

  Business response

  06/12/2024

  Dear *****************************,

   

  Hope all is well. 

   

  Thank you for taking the time to contact Chevron regarding the pre-authorization amount placed on your bank account after a fuel purchase at the service station.

   

  When a credit and/or debit card is swiped at the pump, Chevron and the card brand sends the users card issuer (the bank) a request to pre-authorize a fuel purchase for a set amount.

   

  Once this pre-authorization is approved, the customer can pump the fuel for their vehicle. Immediately after the transaction is done, the actual final purchase amount is transmitted back to the customers card issuer and the original authorization hold should be removed from their account. ********************** has entered a program with **** called Real Time Clearing. This real time process allows the actual purchase amount to be transmitted in real time and this process would be virtually invisible to the customer in most cases.

   

  However, in some cases, banking institutions may hold this pre-authorization amount until they receive the notification of the final purchase amount or beyond. In the case of **** transactions, card issuers are required to remove their hold immediately upon receipt of the final transaction amount or within two hours, whichever comes first. If a bank or credit union is not in compliance with ****s Real Time Clearing process, this holds release will take longer because their computer system has not processed the final purchase amount transmission that is sent by ****. Their system may not remove this hold for up to 72 hours, so you may discuss the matter with your bank to learn why the holds are lasting so long. Many banks print their customer service phone numbers on the back of their cards.

   

  Here is a link to a **** explanation about this process (*************************************) which says that When you pay at the pump, some card issuers place a hold on their cardholders funds in anticipation of the final transaction amount, to help ensure their cardholders accounts do not become overdrawn. Gas merchants do not place holds.

   

  We apologize if this process caused you an inconvenience. Thank you again for your feedback and for giving us the opportunity to respond to your concerns.

   

   

  Sincerely,

   

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

  Consumer ***************** Specialist

  Chevron Products Company, a division of Chevron U.S.A Inc.

   

   

  We appreciate the time you have taken to contact us. We look forward to continuing to deliver top quality service and products to our customers in the future.

   

  Regards,

*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. ↩