ComplaintsforChevron Products Company

Oil Refinery

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Initial Complaint
09/01/2022
Complaint Type:
Service or Repair Issues
Status:
Resolved
The complainant verified the issue was resolved to their satisfaction.
Hello I've been on this complaint since March 23, 22. I've been lied to every time I call that someone will return my call I was even told they'll refund me for $25. On a gift card to use at the pump. We're now in September 6 months later. I need for them to own up and do the right thing for their customers when they're product failed as promise and stop pushing me around.This was my initial complaint.Case# ******** 3/23/22 happened.Escalated to Sta. 7-10days takes.Online Complaint 4/1/22 On March 23rd pump#2 the automatic stop pump wasn't working. I left it in my car tank which I'd already had half of tank of gas in my tank I sat in the car waiting on it till I hear that click stop sound which never happened, I was sitting in my car then I stick my head outside and noticed gas pouring out by a bunch nonstop out my tank I immediately stop the pump and went inside immediately and told the guy behind the counter what had happened he went to get his manager and I explained to him what happened he ask me to show him and we walk to the pump I told him I already had half of tank of gas and my car wouldn't have that much cost of $52.23 I told him the automatic pump didn't stop like it should he was rude just said nothing he can do and complain that his car is same as mine and to full his tank would be $70 dollars or more, I told him I had half gas already in my car the regular gas is $3.99 I possibly would have spent $25. Maybe or less but I'm sure it would not have been $52.23 he immediately said he's not giving me any money and brushes me off and walked off said he can only report it and get it fix also said he only deals with inside not outside that he doesn't own it. That showed me he was all about money not good customer service like incident like this to happen treating a customer as if they're not valuable they just cares about money they can make.
Business response
09/06/2022
Dear ********,

Thank you for your patience while we reviewed the customer's concern. We have reached out to the customer regarding this matter. Please note this location is independently owned and operated. Please see our response 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 ***** Inc.
_________________________________________________________
Dear *****************************,

Thank you for taking the time to contact us about your experience during your recent visit to one of our Chevron retail stations located at ***************************************************************. The company is always actively working to improve service levels and your feedback is invaluable.
We have reached out to the retailer representative regarding your concern at the station. This station operates independently, and we know that as a business owner who values you as a customer, they will counsel their ******************** management to ensure that your concern will be addressed accordingly.

We apologize for any inconvenience and have mailed you a Chevron Gift Card valued at $25, to the mailing address below as you requested.

*****************************
175 ************
*******, ** 30228

USPS Tracking No: **** **** **** **** **** 42

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

Sincerely,

***************************************
Consumer ***************** Senior Specialist
Chevron Products Company, a division of Chevron ***** Inc.

Please see link for Privacy Statement: http://www.chevron.com/privacystatement/
Customer response
09/06/2022
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
07/24/2022
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.
Every night the Chevron Refinery on *************** ,in **********,** releases noxious chemicals and other toxins ..that it is causing me to suffer symptoms ..I know this ,as I taste and smell Sulfur..and can physically see when and where ,exactly ,that is,which stack at Chevron Refinery ,on Richmond..releases huge levels of "coke,"...this is done continually ..from about 11 pm or later ,till before 5am. And this is done ,quite close to Center Street and ***************. In ************************** .violent headaches...stomach cramps, red eyes and retching and vomiting I keep experiencing ,as symptoms ,due to smelling the sulfuric and tasting the sulfuric gases Chevron releases nightly .I gag at that smell and taste ,Thank you Chevron...it's poison!
Business response
08/20/2022
Dear ********,

Thank you for your patience while we review the customer's concern. 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.

Sincerely,

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

Please see link for Privacy Statement: http://www.chevron.com/privacystatement/
______________________________________________
RESPONSE TO THE CUSTOMER-
The ********** Refinery operates under some of the most stringent air emission regulations in the world and is subject to Federal, State and local environmental compliance requirements. In addition, under the South Coast ********************** Districts Rule ****, the refinery is required to maintain a fenceline monitoring system measuring 17 chemical compounds, with the data made available to the public on a website from 18 measurement locations around the entire circumference of the refinery. Rigorous emission thresholds have been established by the SCAQMD and in the event of a notification threshold being recorded by the fenceline monitoring system, both the SCAQMD and the public are notified ensuring continuing transparency of operations for our neighbors.
Initial Complaint
05/02/2022
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.
I worked for chevron in july of 2021 for 4 hours I got sick and had to leave they owe me for 4 hours and they still haven't paid me out I let the labor board know about this matter and no results from there office
Business response
05/17/2022
Dear ***********************************,

Thank you for contacting Chevron regarding your experience. The company is always actively working to improve service levels and your feedback is invaluable.

We are unable to locate the station or department where you worked, based on the information you provided. Kindly provide us the following information for proper documentation and escalation of your concern.

Requested Information:

Station ID# (found on your receipt) or **************************************** station address
Cross streets, city and state

To help you identify the facility involved, please refer to the Station Finder link provided below:

http://www.chevronwithtechron.com/stations/station-finder.aspx
http://www.texaco.com/find-station.aspx

You may respond back via email at ********************************* or by phone at ************ with the requested information. Please include the assigned ID# in your e-mail communication for easy reference. We will be in contact with you again upon receipt of your response.

Please let us know if there is anything else we can assist you with.

Thank you for choosing Chevron and we look forward to serving you in the future.

Sincerely,

***************************************
Consumer ***************** Senior Specialist
Chevron Products Company, a division of Chevron ***** Inc.

Please see link for Privacy Statement: http://www.chevron.com/privacystatement/
Initial Complaint
03/18/2022
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.
Gas station refusing air to RVs
Business response
03/26/2022

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

Thank you for your patience while our station management reviewed the information you provided. Ensuring our customers have a clean, safe and reliable experience is one of our core values.

As of 3/25/2022, we have been advised that you are in direct communication with the management team at the station and they are addressing your concerns accordingly. We take your complaint seriously and always strive to improve the customer experience. 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.

Sincerely,

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

Please see link for Privacy Statement: http://www.chevron.com/privacystatement/

Customer response
03/27/2022
The management called and was very rude and told me I should have just went somewhere else. Nothing was resolved and they just made it worse...
Initial Complaint
02/25/2022
Complaint Type:
Service or Repair Issues
Status:
Resolved
The complainant verified the issue was resolved to their satisfaction.
Date of Transaction: 11/18/2021 Amount I paid: $53.27 What the business committed to provide me: Gas for my vehicle Nature of the dispute: ********** pump caused overflow. The gas was pumping extremely slow. Owner left without engaging with me even though gas was leaking out of my car and now my car is broke down with an outstanding **** to fix the damages of the gas that overflooded my vehicle. Whether or not the business has tried to resolve the problem or not: NOT. Reached out no response from chevron's customer service team and I also sent a email directly to the store owner because that individual is an independent owner. In addition Chevrons customer service team encourage that I reach out myself due to the owner not responding to them. Tracking Number: 306516_Faulty pump_Case#********_MKMU
Business response
03/08/2022
Dear *** L,

Thank you for your patience while we review the customer's concern. This ******************** is independently owned and operated. Please see their direct contact below.

Station ID: ******
ARK INVESTORS LLC
3301 ***************
*******, ** 98199-3209
************

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 ***** Inc.

Customer response
03/11/2022

Complaint: 16809666

I am rejecting this response because:
I am being addressed as ********** That is not my name. I am *********************.
I also am having a hard time interpreting the message sent to me. You said "see information below" then share the information of the owner of this chevron.
Am I being instructed to reach out to the owner myself? If so, I have attached screenshots of the conversation I had with the owner in my initial entry. The owner never responded.
I am reaching out to BBB in hopes of some accountability for the actions of this owner. They are blatantly ignoring a serious situation that happened at their facility.

Sincerely,

*********************
Business response
03/24/2022
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 *****************. Please see the station and owner direct contact below.

Station ID: ******
ARK INVESTORS LLC
3301 ***************
*******, ** 98199-3209
************

Owner:
*****************
Principal | **************** Group
Broker | Homes & Equity RE Group
Phone: ************
Fax: ************
Email: *************************

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.
Customer response
03/25/2022

Complaint: 16809666

I am rejecting this response because:I have already reached out to the owner of this store please refer to my screenshot below. The screenshot shows the conversation I had with the owner and I got no response thus my reason for contacting the BBB. If this is the extent of what can be done on BBBs end I am not impressed. I do not accept this as satisfactory because I am in the exact same position I was before contacting BBB for help. This owner is getting away with unprofessional service and I thought it would be simple to get some type of closure from this but I am not seeing that so far.

Sincerely,

*********************
Business response
04/11/2022
Dear *********************,

Thank you for your patience while the relevant retailer or marketer reviewed the information you provided for this independently operated station. We have not received a response from them to share with you but we encourage you to contact them directly:

Station ID: ******
ARK INVESTORS LLC
3301 ***************
*******, ** 98199-3209
************

We have tried connecting with you via phone with no success. Ensuring our customers have a clean, safe and reliable experience is one of our core values. We take your complaint seriously and always strive to improve the customer experience. 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 email within 3-5 days and you may link it to your Chevron or Texaco Mobile App. Electronic Gift Cards can only be used as a payment method through the apps at the pump.

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 street address.

We appreciate you bringing this to our attention. Chevron is committed to providing excellent service to all our customers and when this is not afforded, we are very disappointed. We sincerely value your patronage and hope this incident will not keep you from visiting stations in our retail network in the future.

Please let me know if you have questions.

Sincerely,

***************************************
Consumer ***************** Specialist
Chevron Products Company, a division of Chevron ***** Inc.
**************
Customer response
04/12/2022
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
12/29/2021
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.
Stores advertised pricing for a vag of chips is $4.29 and they refuse to honor the price and they refused to compensate me for the overcharge.This happened on 12/28/2021. I was charged $4.79
Business response
01/06/2022
Dear *** L,

Thank you for your patience while we review the customer's concern. We have reached out to the customer to advise him this location is independently owned. 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.

Sincerely,

***************************************
Consumer ***************** Senior Specialist
Chevron Products Company, a division of Chevron ***** Inc.

Please see link for Privacy Statement: http://www.chevron.com/privacystatement/

________________________________________________________________
Dear *****************************,

Thank you for taking the time to contact us about your experience during your recent visit with one of our Chevron retailer located at ****************** in **********************. 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.

We have reached out to the retailer representative regarding your concern at the station. This station operates independently, and we know that as a business owner who values you as a customer, they will counsel their ******************** management to ensure that your concern will be addressed accordingly.

We would like to offer you a gift card for your inconvenience and help compensate you for any difference in prices charged.

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 email within 3-5 days and you may link it to your Chevron or Texaco Mobile App. Electronic Gift Cards can only be used as a payment method through the apps at the pump.

If you choose Electronic Gift Card:
Kindly provide the email address used to register in the Chevron or Texaco Mobile App.
If you choose Physical Gift Card:
Kindly provide your street address.

Thank you again for bringing this to our attention so that we can inform the proper personnel. We sincerely value your patronage, and hope this incident will not keep you from visiting stations in our retail network in the future.

Sincerely,

***************************************
Consumer ***************** Specialist
Chevron Products Company, a division of Chevron ***** Inc.
Initial Complaint
12/23/2021
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.
I was asked to see my Id which I went back to my car to retrieve, upon that I stated that you didnt ask the previous customer for their Id. The worker stated we card everyone and I stated no you dont just the ones that you think look young because Ive shopped at this store for over 3 years and not once have I been carded. I stated to her thats she is new because I know everyone working there. She started going back and forth and upon giving me my change just threw my change down on the counter and started yelling go to another register even after she had already taken my money and was in the process of giving me back my change. She was very very unprofessional and for me to be a valued customer, I would like action taken immediately I spent a total of $10 and some change on 12/23/21 approximately 11:20 am I was even issued a receipt because of her just throwing my change on the counter. Its really pathetic of her.
Business response
12/30/2021

Dear *** L,

Thank you for your patience while we review the customer's concern. There was not enough information provided in the customers complaint (Chevron/Texaco Location). We've tried reaching out to the customer to verify the ******************** location so their concerns can be escalated to the appropriate parties. 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.

Sincerely,

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

Please see link for Privacy Statement: http://www.chevron.com/privacystatement/
______________________________________________
RESPONSE TO THE CUSTOMER-

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

Thank you for bringing this to our attention. Ensuring our customers have a clean, safe and reliable experience is one of our core values. The company is always actively working to improve service levels and your feedback is invaluable.

We are unable to locate the station based on the information you provided in your complaint. Kindly provide us the station location for proper documentation and escalation of your feedback.

Feel free to contact us at ********************************* or call us at ************, so we may address your concerns accordingly.

Please accept our apology for any inconvenience this situation has caused you. We value you as a customer and hope to continue to serve you in the future.

Sincerely,

***************************************
Consumer ***************** Specialist
Chevron Products Company, a division of Chevron ***** Inc.
Initial Complaint
11/20/2021
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.
Chevron gas station on foothill and high Street is now charging $1 to receive pressurized air and water the law clearly states that no gas station in the ******************* should charge for pressurized air and water and yet this particular gas station charges a dollar in clear violation of **************** law.
Business response
11/23/2021
Dear *** L,

Thank you for your patience while we review the customer's concern. The ********************** retailer location referenced in the complaint is an independently owned and operated station. 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.

Sincerely,

***************************************
Consumer ***************** Senior Specialist
Chevron Products Company, a division of Chevron ***** Inc.

Please see link for Privacy Statement: http://www.chevron.com/privacystatement/

________________________________________________________________
RESPONSE TO THE CUSTOMER-

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

Thanks for bringing this to our attention. We regret any inconvenience experienced by this situation. Most Chevron stations are owned by independent retailers and many of them offer free air and water with a purchase of fuel. In addition, the air and water machine at most Chevron stations are owned and maintained by another independent third party.

Feel free to reach out to the independent retailer directly to discuss this matter further.

Station ID: *****
***************** INC.
***************************************
**************

Please accept our apology for any inconvenience this situation has caused you. We value you as a customer and hope to continue to serve you in the future.

Sincerely,

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

Please see link for Privacy Statement: http://www.chevron.com/privacystatement/Tell us why here...
Initial Complaint
10/14/2021
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.
The gas station charged two unauthorized transactions to my card of 100 dollars each I did not authorize or make this transaction. I would like my money back
Business response
10/15/2021

Dear *** L,

Thank you for your patience while we review the customer's concern. There was not enough information provided (Chevron/Texaco Location and Last 4 of Card) in the customers complaint. 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.

Sincerely,

***************************************
Consumer ***************** Senior Specialist
Chevron Products Company, a division of Chevron ***** Inc.

Please see link for Privacy Statement: http://www.chevron.com/privacystatement/

________________________________________________________________
RESPONSE TO THE CUSTOMER-

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

Thank you for taking the time to contact Chevron regarding unauthorized charges placed on your credit card account. For your protection and safety, it will be best to contact your banking institution immediately to report and file a dispute. Chevron would be able to validate card transaction activities; however, your bank will be the one to carry out the necessary actions needed for their investigation.

Feel free to contact us at ********************************* or call us at ************, to request any information that you consider useful in resolving the issue.

Please accept our apology for any inconvenience this situation has caused you. We value you as a customer and hope to continue to serve you in the future.

Sincerely,

***************************************
Consumer ***************** Senior Specialist
Chevron Products Company, a division of Chevron ***** Inc.

Please see link for Privacy Statement: http://www.chevron.com/privacystatement/
Initial Complaint
09/16/2021
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.
I recently observed the following charges made to my bank account statement even though I did not make the charges as I was not in the referenced locations on the referenced dates:Date: September 13, 2021 - Debit - Chevron ************************************ - $46.21;I have made several calls to the apparent contact number for Chevron *************). On each occassion, I was unable to speak with a live person or leave a message.
Business response
07/06/2023
Case# ********

Consumer Info:
****, *****
***************************
*******, ** 70791
********** ***************

Date Filed: 9/16/2021 6:28:56 PM

Response to the Consumers Complaint:

Thank you for taking the time to contact Chevron regarding an unauthorized charge placed on your credit card account. For your protection and safety, it will be best to contact your banking institution immediately to report and file a dispute. Chevron would be able to validate card transaction activities; however, your bank will be the one to carry out the necessary actions needed for their investigation.

Chevron does not own this location. This station is independently owned and operated by 7-Eleven *****. Feel free to contact the retailer below, to request any information that you consider useful in resolving the issue.

Station ID: ******
7-Eleven *****
**************************************
**********, ** 75010-4600
**************

We're sorry for any inconvenience this situation has caused you. We value you as a customer and hope to continue to serve you in the future.

Sincerely,

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

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