ComplaintsforChevron Products Company

Oil Refinery

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Initial Complaint
09/06/2024
Complaint Type:
Service or Repair Issues
Status:
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.
Transaction occurred on 7/27/24. Purchased $25.03 worth of gas. 3 miles down the road the car stops. After towing fees and repairs, it was deemed that the gas was contaminated. Filed a claim with chevron and sent all proof of purchase of gas and repairs proving the gas was contaminated. Over a month later whenever I call I am told that supervisor ******** will return my call as someone is looking into the investigation. No call has been made to me at all not even a follow up. I just want to be reimbursed the $1850 in damages caused by chevron contaminated gas.
Business response
09/27/2024
Thank you for your patience while we review the customers concern. Ensuring our customers have a clean, safe, and reliable experience is one of our core values. This station is independently owned and operated. However, we have shared the consumers concern with the independent retailer and marketer. Unfortunately, we have not received a response from them to share with the consumer currently, but we encourage the consumer to contact them directly:

Station ID: ******
************************
**************************
********, **
**************

Marketer:
**** **** Fuel
**************************************************************************************************
**************
*************************************

If the customer has any further questions, they can contact our team via email at *************************************************************************************************************************************************************************************************************************************************************************************************************************************************************** or call us at ************, option 3.

We appreciate the time you have taken to let us know of your concern. We look forward to continuing to deliver top quality service and products to you in the future.

Sincerely,
Initial Complaint
08/26/2024
Complaint Type:
Service or Repair Issues
Status:
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.
Filled up gas and set the pump to fill as I had done so many times before. It malfunctioned and gas spewed all over. I spent at least 7 gallons more than my maximum tank. Manager claimed human error but told the person trying to fill next to me there was a malfunction.
Business response
09/16/2024
Thank you for your patience while we review the customers concern. Ensuring our customers have a clean, safe, and reliable experience is one of our core values. 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 kindly ask the customer to contact our team via email at ********************************* or call us 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

Regards,
Customer response
09/16/2024

Complaint: 22189666

I am rejecting this response because:
They asked me whether I wanted to decline coverage which I did and then had me sign a blank screen.

Sincerely,

**************************
Business response
09/26/2024
Hello ***,

Thank you for your patience while we reviewed the consumer's concern. As previously mentioned, 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 consumer with no success. We kindly ask the customer to contact the ********************'s leadership team at ************** for further assistance.

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,

********* ********** ll
Senior CCC Specialist, Consumer Connection Center
Global Customer Experience CSC E&D
Initial Complaint
08/20/2024
Complaint Type:
Service or Repair Issues
Status:
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.
On June 30th, 2024, I filled up my vehicle with gasoline at the Chevron gas station located at **********************************************************************************, at 2:46pm. I proceeded to use my Chevron gasoline credit card, ending in 9512 at pump station # 7. Advertised gas prices to the public, displayed "Cash/Chevron card" at $5.79/gallon, OR credit/debit at $5.99. At the end up my fill-up, my gas per gallon price never lowered to the displayed $5.79/gallon for using my Chevron card. I went in to the store, asked the clerk to adjust the price and credit my Chevron card. The clerk said I would have to call Chevron corporate which I did, on July 7, 2024. The company has not adjusted my credit card, NOR have they sent type of compensation for the false pricing/overcharging that occurred. Im am requesting the BBB assist with resolving this issues.
Business response
09/16/2024
Thank you for your patience while we review the customers concern. Ensuring our customers have a clean, safe, and reliable experience is one of our core values. We have responded to the customer directly and a gift card has been issued to the customer. We kindly ask the customer to contact our team via email at ********************************************************************************************************************************************************************************************************************************************************************************************************************************************** or call us at ************, option 3 and please reference case# ********, if she has further questions.

We appreciate the time you have taken to contact us. We look forward to continuing to deliver top quality

Regards,
Business response
09/16/2024
***********************************************************************************************************************************************************************************************************************************************************

******** ******
***********************
******, ** 93722

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

Thank you for taking the time to contact Chevron about not receiving the Cash/Credit discount during your recent visit. The company is always actively working to improve service levels and your feedback is invaluable.

Were sorry for any inconvenience and have enclosed a $25 Chevron Gift Card that can be used at any Chevron or Texaco branded stations.

We truly appreciate your business and look forward to serving you in the future.

Sincerely,
Customer response
09/16/2024

Complaint: 22170724

I am rejecting this response because:

Sincerely,

******** ******
Customer response
09/16/2024
Chevron promised a giftcard was mailed over two months ago. To date, nothing has been received. I am not going to deal with continuous phone calls and unfilled promises.
I request this gift card be sent to my home via overnight mail. Please have Chevron submit their tracking number once the giftcard has been mailed out.
Once the giftcard is received to my home via overnight mail, I will close my complaint.

******** Valdez
***********************
************************
Business response
09/19/2024
Dear ******** ******,

Thank you for taking the time to contact Chevron about not receiving the Cash/Credit discount during your recent visit. The company is always actively working to improve service levels and your feedback is invaluable.

Were sorry for any inconvenience that this may have caused. A Chevron gift card was mailed out last week and you should be receiving it any day now.
We truly appreciate your business and look forward to serving you in the future.
Regards,
********* **********
Senior CCC Specialist, Consumer Connection Center
Global Customer Experience CSC E&D
Initial Complaint
08/16/2024
Complaint Type:
Sales and Advertising Issues
Status:
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.
I charged gas and car wash on my cc. The gas pump stopped at $4.94 but also charged me $12.00 for car wash. The pump receipt is not working. I has to start a new gas purchase with car wash. I attended 3 times to get a receipt on 8/12/24 but sales *** insisted I would not be charged. He gave me receipt for second charge of $83.46 only. I returned on 8/15/24, a different sales *** did not want to assist me and made me wait for a while as he continued to ring up all other customers that came into store. Afterwards, he spent less than 2 minutes to pull receipt for me but refused to give me a refund. The sales *** on 8/12 spoke limited English and may have had difficulty understanding my request. The one on 8/15 was just rude and had poor customer service. I am appalled at the service and the fact that I had to waste my time.
Business response
09/06/2024

Thank you for your patience while we review the customers concern. Ensuring our customers have a clean, safe, and reliable experience is one of our core values. Unfortunately, Chevron does not own this location. This station is independently owned and operated. However, we have shared the consumers concern with the independent retailer. Please see the retailer direct contact information below.

Station ID: ******
TERA INVESTMENTS, INC.
***********************
ELK GROVE, **
**************

If the customer has any further questions, we recommend contacting our team via email at ********************************* or call us at ************, option 3.

We appreciate the time you have taken to let us know of your concern. We look forward to continuing to deliver top quality service and products to you in the future.

Sincerely,
Initial Complaint
08/09/2024
Complaint Type:
Product Issues
Status:
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.
On 8/7/2024, I stopped by a Chevron gas station after being gone for a month. My previous visit had been on July 4th. I had two gift card balances to use, so I used them first, followed by using my Chevron card to finish filling up the tank. All three purchases were done via the application.I was not aware that there was an update done to the app sometime between both visits (this was relayed by customer service) that automatically applied any discounts from points to the payment. The option to decline using the points used to be available on the screen at the pump, but that was taken away. I was told that I had to "toggle off" this option at each purchase (their words). I have searched all of my messages to see if this was announced and cannot find such a message. In fact, many customers are likely aware that this is happening because a lot of the recent reviews in the app stores are from angry customers who were not aware that their points were used up.I had a gift card balance of $6.34 on the first card that I used. This purchased used up ***** of my points. No sane person would purposely use up their ***** points to get $1 off one gallon of gas. My next gift card purchase was for $32.50, which used up 250 points. I then filled up the rest of my gas tank, and that used up 100 points. Points that I was saving for a day that I went to the gas station of empty to maximize my points. I did not realize what had happened until I got back home, and stopped at a station blocks from my house to take advantage of their double points day.Customer service for the app gave me the case number ********. I had to call back today to get an update, and was told that I was not getting any points back because I did not toggle off. I asked if this could automatically be turned off so that I had to opt in to use the points and was told no. So now they expect me to do an extra step in the app at the gas station, possibly when there area cars waiting in line to pump.
Business response
08/26/2024
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
____________________________________________________________
Station ID: ******

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

Thank you for taking the time to contact us about your experience when redeeming your Chevron Texaco Rewards during your recent visit with one of our Chevron retailers located at ********************************************************************* The company is always actively working to improve service levels, and your feedback is invaluable.

Chevron is committed to providing safe practices and excellent service to all our customers and when this is not afforded, we are very disappointed.

I have issued you 1000 points directly to your Chevron Texaco Rewards account. Please let me know if you have any additional questions.

Thank you again for bringing this to our attention. We sincerely value your patronage and hope this incident will not keep you from visiting stations in our retail network in the future.

Sincerely,

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

Please see link for Privacy Statement: *******************************************************
Initial Complaint
08/08/2024
Complaint Type:
Customer Service Issues
Status:
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.
On July 12th, 2024 I purchased about $50 of gas at Chevron Gas in ****************. A few days later I noticed a $175 charge or hold on my debit card and had to contact my bank in order to resolve this matter! I have never seen this issue before, nit with any other business, at least not without them informing me and asking for my permission/consent! How is this legal?
Business response
08/19/2024
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 account after a fuel purchase. The company is always actively working to improve service levels, and your feedback is invaluable.

We're sorry to hear about your recent experience. Please be advised that Chevron did not charge you $175.00. Your card issuer or bank sends a request to pre-authorize the transaction for a set amount and duration. ***** may hold this pre-authorization amount until they receive notification of the final purchase amount after completion of the transaction. Chevron does not control the duration of the hold. Please contact your financial institution to release this hold if you can still see the charge on your end.

We're sorry if this process caused you any inconvenience. We sincerely value you as a customer and hope this incident will not keep you from patronizing stations in our retail network in the future. Should you have further questions, please don't hesitate to reach out to us at (855) 285-9595, option 3 or email us at ********************************* and we'll be more than happy to assist you.

Sincerely,

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

Please see link for Privacy Statement: *******************************************************
Customer response
08/19/2024

Complaint: 22109293

I am rejecting this response because: ******* stated that holding amounts, in this case $175 is nit something they do! The bank stated that the business annitiates the amount placed on hold and not the bank! The business never reached out to me either, not via email or by phone.

Sincerely,

***************************************
Initial Complaint
07/22/2024
Complaint Type:
Service or Repair Issues
Status:
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.
On June 24, 2024 I took my car through the Chevron drive through carwash at the Von's shopping center at ************************, and the machine came down on my rear light bar and ripped it off. I proceeded to show this damage to the manager, ***** who was quite rude and not helpful at all. He gave me a form to fill out and that was it. When I asked him next steps he got angry and said someone will call you. I then contacted Chevron Corporate and sent over numerous pictures of the damage. I spoke with a representative numerous times and they denied the claim saying my car was at fault and must have had something loose on it that the cloth caught on to and did the damage??? This is a new Audi Q8 which had a hand wash/wax a few weeks prior and no one mentioned anything loose. Also I was in the car when it happened and that was definitely not the case. They claim to have reviewed the video and could not see how the damage occurred so they determined it was my fault.When I requested a copy of the video they denied it. Im now out $500 for my insurance deductible, my premiums will likely increase and big bad Chevron is passing off the blame and taking no responsibility. The customer service rep from ********************** is an outsourced firm whom in my situation is tarnishing their brand but apparently they don't care. Im not surprised but disappointed and want to ensure their practice of stalling, pressuring consumers until they go away, and passing on blame is adressed and they are held accountable. I posted a consumer beware message on Nextdoor and received numerous responses from folks that have endured similar issues with Chevron drive through car washers and this station specifically. I had over ****** views and over 100 responses. This is an unethical practice and needs to change. Much appreciation, ****
Business response
08/13/2024
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 kindly ask the customer to contact our team via email at ********************************* or call us 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,
Initial Complaint
07/04/2024
Complaint Type:
Service or Repair Issues
Status:
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.
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
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.
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
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.
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,

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

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