Complaints

• Initial Complaint

  03/24/2023

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  March 6, 2023 I was told the transaction did not go through. I ran my card again (2 times total). I was charged ***** twice March 7, 2023 called store 9:58AM spoke to employee who stated that the money would be refunded within 3 days March 13, 2023 called store 9:27AM because money was still not refunded, employee stated wait 2 more days March 15, 2023 called store at 9:41AM still no refund, employee stated he would call manager and inquire March 15, 2023 I called back at 9:45AM and asked when I should expect a call from the manager-employee stated the corporate office would need to be called March 15, 2023 I called the Marathon **************** at 10:10am and spoke to the operator who stated that each store is independently owned and that their only affiliation was the naming rights March 15, I called store back at 10:16am and the employee stated that the owner wanted a copy of the bank statement showing that the transaction was charged twice March 15, 2023 I received a phonecall from Mgr-Owner 207-4644 stating I could text bank transactions to his phone. He said he had to call corporate office to authorize refund. He said refund would be within 2-3 days March 19, 2023 I texted Mgr-Owner 10:28AM stating that money had not been refunded. He stated "As per Marathon for certain cards it could take 7 days not counting weekends"March 23, 2023 I texted Mgr-Owner 9:39AM stating still no refund March 23, 2023 Mgr-Owner replied at 9:44AM that he was calling them again and that "Supervisor verified the funds will go back soon"March 23, 2023 9:55-9:57AM I asked how soon and if I could have the name of the mgr Supervisor and he said "I called the marathon 800 number spoke to corporate office"March 23, 2023 I indicated to the Mgr-Owner that I was calling the BBB, making a post on social media, and that I too spoke to the corporate office and what he was saying was not inline with what I was being told March 24, 2023 still no refund and mgr-owner will not respond

  Business response

  04/05/2023

  From: ******************* <******************> 
  Sent: Wednesday, April 5, 2023 2:23 PM
  To: ************************* <***************************************************>
  Subject: Refund: complaint ID: *******************
  
  Hello,
  
  This email regarding the letter I received from BBB complaint ID: *******************. 
  Each payment we take from customer goes directly to ********************** network and any refund issues we as store management have to 
  Call marathon. I did reach to Marathon spoke to ****** that customer still has not received any refund back. Looking in to this deeper she assured me that tell customer to watch for 
  Refund next 5 - 7 business days. 
  
  *************** can verify by calling marathon *****************  option 1 and ask for *************
  
  Were extremely sorry that *************** had to wait all this time. If she does not receive refund back I will reach to marathon again.
  
  
  Regards,
  
  Regards,
  
  
      *******************
  President | ***********
  m: ************
  p: ************
  e: ******************
  5830 Coldwater rd
  ******************* 46825
  gogostores.org
  

*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. ↩