ComplaintsforTerrible Herbst, Inc.

• Initial Complaint

  07/08/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I used their atm at this location, it did not dispense the full amount. It stole $40 from me. Ive been on the phone with the atms people NRT and they are claiming that Terribles is not contacting them back ignoring them about my complaint.for two months. I just want my $40 back. Worst customer service ever from ******************** and NRT! Dont use their atms.

  Business response

  07/12/2024

  Thank you for bringing this matter to our attention. We apologize for any inconvenience caused by the issue with our ***.Unfortunately, the resolution of ***-related concerns requires direct communication with the *** service provider, NRT, at their customer service number: **************.
  We understand your frustration and regret any delay in resolving this matter. Please be assured that we take such concerns seriously and encourage you to reach out to NRT directly for further assistance with your complaint. They will be able to investigate and address your issue regarding the missing $40
  We apologize once again for the inconvenience and appreciate your understanding in this matter

  Thank you *******

   

  Customer response

  07/12/2024

   
  Complaint: 21956719
  
  I am rejecting this response because: They didnt even read the complaint. Ive already spoke with the *** people and they say they are unable to do a charge back or refund me because Terribles is not responding to them. So it is not solely up to the *** company to resolve the issue. They do play a part and are not doing their part. 
  
  Sincerely,
  
  *************************

  Business response

  07/15/2024

   Thank you for the fee back we did read the responds, I'm not sure whom ATM try to get a hold of  so I want to make sure you get a hold of the correct person that can answer any questions you may have. I have spoken with the  Regional Manager ********. She has requested that I provide you with her email address. Please contact her at ************************************.
  Thank you, ************;

  Business response

  07/15/2024

  Thank you for the fee back we did read the responds, I'm not sure whom ATM try to get a hold of  so I want to make sure you get a hold of the correct person that can answer any questions you may have. I have spoken with the  Regional Manager ********. She has requested that I provide you with her email address. Please contact her at ************************************.
  Thank you, ************;

• Initial Complaint

  10/02/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  On two occasions, I purchased gas from this store. Once for $84.20 on September 14th and the other for $96.67 on Sept 26th. Their rewards promised that I could get 100 points for 3 fill-up during the month of September. Not only did I not get my 100 points, but the regular 5 points per gallon were not given. I tried to get resolution for the first transaction through the ******* Rewards. The ******************* Center Specialist, *******************************, asked the rewards team to credit my account, but they did not. I tried to resolve the second transaction with ******* Rewards as well, but after 58 minutes on hold, was unable to interact with them. This station regularly fails to put printer paper at the pumps as well as failing to credit points. At other stations, the points are added before I even get out of the parking lot.

  Business response

  10/02/2023

  
  I am sorry to hear our customer is having this issue.  We are reaching out to the site to test the rewards system is operational.  I can see on the receipts provided that the site did honor the car wash discount of $0.20 but there is no record of the rewards account being accepted for either the ******* or Terribles App.  When an eligible registered phone number is input in the opening menu of the gas display, it is recorded on the receipt as well. 
  
  ******* will honor your receipts and add the points to the account, that is something the station is unable to execute.  In the future, if it is not too much trouble, the cashier inside the station can facilitate the entry of the phone number for app points as well as the car wash discount if chosen on their register.  This may help identify if there is a problem with the phone number tied to the accounts.
  
  I hope this helps in facilitating ease in using the app moving forward.  Thank you for your business and the opportunity to address your concerns, ************;
  
  
  

  Business response

  10/03/2023

  I am sorry to hear our customer is having this issue.  We are reaching out to the site to test the rewards system is operational.  I can see on the receipts provided that the site did honor the car wash discount of $0.20 but there is no record of the rewards account being accepted for either the ******* or Terribles App.  When an eligible registered phone number is input in the opening menu of the gas display, it is recorded on the receipt as well. 
  
  ******* will honor your receipts and add the points to the account, that is something the station is unable to execute.  In the future, if it is not too much trouble, the cashier inside the station can facilitate the entry of the phone number for app points as well as the car wash discount if chosen on their register.  This may help identify if there is a problem with the phone number tied to the accounts.
  
  I hope this helps in facilitating ease in using the app moving forward.  Thank you for your business and the opportunity to address your concerns, ************;

  Customer response

  10/04/2023

   
  Complaint: 20677138
  
  I am rejecting this response because:

  I typed my number into the pump. It greeted me by name. I have used the rewards several times with no problem. Having to go into this business is unacceptable because the line is always long. Last time I went in, there were no less than 9 people in line and one employee sitting behind the counter doing absolutely nothing. I now have another receipt that has not been recognized. I sent it with this complaint and have received no points. At this point, there are no new points and I still do not have my September bonus points that I am owed. This complaint will not be resolved until my points are received and your system is repaired. 
  
  Sincerely,
  
  *********************

  Business response

  10/04/2023

  We are sorry that she has not resolved this with ******** we have verified at the site that the loyalty for both ******* and Terribles plus are working properly.  Hopefully ******* is able to determine the issue with her account. We don't have access to any ******* accounts. Thank you ************; 
  

  Business response

  10/05/2023

  We are sorry that she has not resolved this with ******** we have verified at the site that the loyalty for both ******* and Terribles plus are working properly.  Hopefully ******* is able to determine the issue with her account. We don't have access to any ******* accounts. Thank you ************; 

• Initial Complaint

  09/12/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  While getting my car washed on September 9, 2023, this company damaged my vehicle by breaking the front car windshield with their equipment. One of the employees, ***** apologized for their error. When I followed up with corporate on September 11, 2023, I received no assistance from corporate. They left a voicemail admitting that there was no damage to the vehicle prior to me entering the wash. However, they refuse to contact my insured company or because they assumed a rock may have hit the windshield during the wash.

  Business response

  09/12/2023

  I received a call from ************** over the weekend our offices are closed . I did speak to the Manager they informed me of what happened they notice that a rock chip was just above her passenger side wiper blade that travel to the driver side we do have signs that are posted "On Extremely Hot days, Windshields which are pitted can crack due to temperature change when going thru the carwash". We also have it on the bottom of the customers receipts which she didn't want a copy of that day.  Monday I investigated her claim, spoke to the Managers at the location and also watched the video. I did return ************** call and left a Voice Message That her claim was denied at the location and the Manager did let her know she may contact her insurance. Not once was a message left  admitting there was no damage. I don't inspect any vehicles that come into our locations. We also do not contact any customers insurance .If the customer does contact their insurance we do fully cooperate with them. After reviewing the footage we didn't slam the brush on her vehicle in that area . Thank you *******

  Business response

  09/13/2023

  I received a call from ************** over the weekend our offices are closed . I did speak to the Manager they informed me of what happened they notice that a rock chip was just above her passenger side wiper blade that travel to the driver side we do have signs that are posted "On Extremely Hot days, Windshields which are pitted can crack due to temperature change when going thru the carwash". We also have it on the bottom of the customers receipts which she didn't want a copy of that day.  Monday I investigated her claim, spoke to the Managers at the location and also watched the video. I did return ************** call and left a Voice Message That her claim was denied at the location and the Manager did let her know she may contact her insurance. Not once was a message left  admitting there was no damage. I don't inspect any vehicles that come into our locations. We also do not contact any customers insurance .If the customer does contact their insurance we do fully cooperate with them. After reviewing the footage we didn't slam the brush on her vehicle in that area . Thank you *******

  Customer response

  09/13/2023

   
  Complaint: 20588958
  
  I am rejecting this response because: I called the number that left me a voicemail, because the individual named ******** message was not clear. I received no phone call back from her or a representative of the company. I have politely asked to speak with her supervisor. You cant determine from surveillance footage alone that the employee did not use the scrub brush too harshly on the vehicle. Additionally, the employees were carefully reviewing his scrub brush after the incident. Therefore, it is obvious they knew the equipment that was being used was faulty and could cause damage! Next, the incident report that was provided to me has an insurance area on it. Therefore, her response is not correct. Why would this area be listed on the form if they do not contact insurance companies? Next, the pictures and surveillance footage will show that there were no rocks on the windshield! Look At the picture that was sent in the original complaint. There is no rock debris. The car has been assessed for property damage. It has been noted that damage to the windshield was caused by force of an object. They could tell by the damage, it was not a rock by how the crack formulated. This damage to personal property is unacceptable and highly unethical. If this business continues to not accept full responsibility for their actions, I will file a formal police report. 

  
  Sincerely,
  
  *************************

  Business response

  09/19/2023

  Dear *******,

  We stand by our decision. Please contact your insurance we will be fully cooperate with their investigation. Thank you ************;

  Business response

  09/19/2023

  Dear *******,

  We stand by our decision. Please contact your insurance we will be fully cooperate with their investigation. Thank you ************;

• Initial Complaint

  08/04/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Unanswered

  More info

  I was falsely accused of leaving the restroom dirty and for clogging up the toilet witch is a lie I never done such things they hardly even clean the restrooms and for them to single me out is unbelievable and uncalled for and they said that Im not allowed to come back in to the establishment and that is just ridiculous and wrong when I spend a lot of time and money in the casino and buying gas and i want a apology and free play for this I spend hours in there and the bartender doesnt even give me a drink or anything

• Initial Complaint

  11/16/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  On Thursday, November 10th at approximately 4:25pm I drove into the car wash located at Lake **** and Rampart. During my wash, the system broke down and left me stranded in the middle of the car wash cycle. Finally an employee (****) tapped my window and told me the car wash was broken down for the day and I would need to drive out. He told me to put my car in drive and follow him,. He kept ******* me out by circling his hands and walking fast and indicating that i should follow. I drove out as slowly as I could but my car went up high and then down low over the rollers. I heard something break. When I exited, my car made brand new horrible noises underneath. I asked the car wash attendant for help and he told me my car was fine and tried to tell me i was driving with the parking break on (impossible in the current model ******** ****** I asked for an incident report, and I was refused. Instead, I was offered a free car wash the next day. The vehicle was so damaged from the car wash incident that it was undrivable and dangerous to try to continue. Less than one mile from the wash, I was scared to continue driving and I had to have it towed to the dealership. ******** then found that the both the strut and the control arm had been broken. I called all the Terrible Herbst locations the next day, and no one could give me an office number so I finally made an online complaint. I received a call from ************************* who said she would "look at the video" which took her six days. I emailed her the repair estimate from ********. She then called ******** and was told this damage was all new, to which she indicated she would take care of it. Now, 6 days later after getting the runaround from her, she leaves me a VM saying she cannot see any damage done in the video. That doesn't mean it did not happen! I drove in with a perfect automobile, and drove out with damage from the sides of the rollers. How could she possibly see the underside of my car in the video? I think this company has a responsibility to do the right thing and repair what was broken because of their car wash situation. They need to stand behind their staff's actions. The repair bill is $2, 300. I saved them car rental fees by using my son's car and a dealership loaner for the week. I have done everything possible to settle this amicably, but this ******* person hides behind voice mail and email and does not take calls. It' s unprofessional.

  Business response

  11/16/2022

  I received an email from *************************; Stated she had damage to her vehicle, I explained to her I need to investigate this claim it will take some time , I did receive a report from *********************** her service writer from ********* I received a email from *** that her Control Arm and Lower front control and Struts were damaged by carwash . I asked ******************** what would cause such a damage he stated it had to have been hit very very  hard or over time or a bad impact it may be worn out over time, I was puzzled by that answer, because our rollers sit 2 inches high above the tire. She drove over 2 rollers the Manager **** had guide her out of the wash and it was at a very slow roll out of the tunnel and a car length on flat surface. There isn't anything high enough to interfere with the clearance of the Struts it's like going over a speed bump in the road. *************************** made a comment that when she got the car in **********, ***************************** rims were damage pretty bad. I wanted to make sure that we review the video and didn't miss anything  before calling ******************************* back. Manager on duty stated after  ********************************* drove out she asked for a rewash, he explained that the car wash was down until they fix it ,she can come tomorrow for a rewash or she can rewash on her next visited or go to another location for a rewash. **** stated *** did not mention at anytime that there was any issues sounds or damage at that time to her vehicle. She just asked for a rewash only. she proceed to get gas and left the property .She returned later that day and claims she heard major sounds .The Manager offer her a accident report to have on file he looked over her vehicle didn't notice anything wrong. The Manager **** walked her through the wash to show her there is nothing that can cause such a damage . *** called our Lake **** location the next day, That following day *** filled a report and went to ******** drop off her vehicle and ask that we get this paid. I called *** to let her know we denied the claim if she contacts her insurance we will fully cooperate with her insurance. Thank you ************;    

  Customer response

  11/22/2022

   
  Complaint: 18413662
  
  I am rejecting this response because it contains false statements and mistruths from ***************  This car was not damaged over time, nor did the ******** dealership ever state that.  This car was recently purchased in ********** and went through a 114 point inspection at the dealership there (with only a cracked rim) as well as a 121 point inspection after I drove it over 200 miles back from **********.  It was in perfect condition. 

  This vehicle was badly damaged during the car was break down and the damage was immmediately noticible.  The car was rendered unsafe to drive after the car wash incicent and had to be towed.  Repairs (without loaner car or towing) cost just under $2,200.00. I was led to believe they would cover the damage so no insurance report was done.  Ms. ******* not only forgets entire conversations on November 11th, but then attempted to bribe ******** repair person and changed her story.  This is unethical, and the car wash is responsible for it's issues.  Perhaps even a bit of concern for the safety issue they put me in, not to mention all the inconvenience would also be nice.
  
  Sincerely,
  
  *********************************

  Business response

  11/28/2022

  I would Like to state our Company stands by it's Original  first response .Thank you ************;  

• Initial Complaint

  08/16/2022

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  Because the max cash back at this store is $20, I split my items to purchase with 2 transactions. Both transactions I requested $20 equaling $40 cash back. The cashier gave me a $20. I asked him what about the other one and he proceeded to tell me He didn't charge me for it but at that moment I wasn't trying to be rude, but In reality, the cash back option isn't his decision because I was the one paying...so I walked out because there was a huge line gathering up... i left and checked my bank account and 2 $25 charges were there on my statement! Not pending but it was posted! I go back 10 mins later and he tells me he can't see his previous transactions. I asked for the manager. The red head manager comes out and tells me she can't do anything about it until the end of the night when they count their till? my money that was taken from my account shouldnt matter how the cashier counts money. I proceeded to come back the next morning again and she tells me she still hasn't done the papers from the day before and that I'd have to come back in an hour!!!! She is so frustrating because all she needs to do is look up the transactions and she would see that my card got charged for two cash back transactions and give me my money that is owed to me!!! I asked to give her my name and number or show her the card and she denied all of that!!!! She was rude and is making it difficult for me to get MY money!!!!!! I want my $20 that was taken from my account!!!! To make matters worse, This happened at the Terrible Herbst gas station on **** s. Buffalo drive. BUT I cannot find a number or anything online because they just bought this gas station in December 2021. The red headed manager keeps telling me to come back like I have nothing better to do with my life!!!!!

  Business response

  09/18/2022

  Business Response /* (1000, 5, 2022/08/18) */ Good afternoon, Per company policy, we only allow cash back for $20.00 per customer. Our registers are only required to have $50.00 at any given time. Cashiers do not have access to vend money out they only have a small amount in their register. We do offer the ATM service at all our locations it's available to customers who needs cash more than $20.00. Thank you Noel District Manager Thank you. Consumer Response /* (3000, 7, 2022/08/24) */ (The consumer indicated he/she DID NOT accept the response from the business.) What does that have to do with me when I made 2 purchases separately so that I could get $40 altogether??? If you look at my picture, it shows two different transactions made in your store!!!! I want my $20 that the cashier didn't give to me!!!! That's my money I earned fair and square. This is a **** poor response!!!!! If I don't get my $20 that I got charged for--- I do not accept this answer!!!!!! I'm wondering how many other customers you guys have done this too!!!! Business Response /* (4000, 9, 2022/08/25) */ ******, Hello My name is Rebecca I'm reaching out in behalf of Noel the District Manager ,WE do apologize for the inconvenience, do you happen to have a copy of the Receipt That shows the extra charge. if so Please take that back to the same Convenience Store location the Manager is aware of you coming in for that refund. I tried to call you if you have any questions please give me a call back Thank you Rebeca ************ Consumer Response /* (4200, 11, 2022/08/26) */ (The consumer indicated he/she DID NOT accept the response from the business.) I asked the cashier for my receipts and he told me he threw them away so I don't have the receipts. I have my credit card charged with the times. I attached it to my original complaint Business Response /* (4000, 13, 2022/08/30) */ Ms. *******, I do apologize for the inconvenience on your Bank statement if you can send us a copy of the double charge we will be more than happy to refund your $20.00 back to you we have no problem we just need back up for our records. I was off yesterday I can call you again. Thankyou for your understanding in this Matter. Rebecca

• Initial Complaint

  05/24/2022

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  On April 30 I went through the Terrible Herbst car wash at **** W Tropicana Ave (at ***********) in Las Vegas and came out with a flat tire, as there was a 3-inch gash in my brand new ***** truck tire, which cost me $328 for a new one. My driver's side mirror was also damaged. (A local mechanic told me just afterwards that someone else with a ******** sports car had their tire destroyed in the same car wash just the previous week.) On-site I immediately filed a written damage claim with Terrible Herbst's head office. No one called me back so I had to call them. I spoke with a Rebecca J**** in their Public Relations Department, who denied company responsibility. Interestingly she then did consider offering me a credit for car washes, which I refused, as you may understand. But her consideration of such a credit in compensation infers strongly that the company does indeed hold liability for my loss and that the degree of compensation was simply a matter of type and amount. I informed her I would continue to pursue the matter. I then filed with her a further e-mail with full description, my bill for a new tire and photos - and got no response. There is no way a new truck tire should be totally destroyed in a car wash track and if it is, the company ought to fix the problem on-site - and compensate for the customer's damages. I will continue to pursue this issue until I receive compensation for my loss of property in their facility either in $328 cash compensation or in fuel/store credit, and not in credit in car washes as I have no interest in using such a car wash in the future.

  Business response

  08/24/2022

  Business Response /* (1000, 5, 2022/05/25) */ Contact Name and Title: Rebecca J**** Senior Mgr. Contact Phone:************* Contact Email: rj****@terribles.com Thank you for Reaching out to Terrible's I explained to Mr. ****** we reviewed our video and see that we were not at fault at this time. Mr.****** stated he would like to pursue and didn't agree with our decision. it was explained to him this location is an unmanned location customer does enter without employees, If he has any questions he may contact his insurance and request a copy of the Video. Thank you Rebecca Consumer Response /* (3000, 7, 2022/05/27) */ (The consumer indicated he/she DID NOT accept the response from the business.) Thank you. I ask that Terrible Herbst provide the courtesy of a textual response as to why I, as a customer, am considered responsible for the destruction of my truck tire in their car wash facility. Please note additionally that the verbal offer of car wash credits in our phone conversation indicates an assumption of liability on their part. Business Response /* (4000, 12, 2022/06/13) */ Dear Mr. ****** Your Claim has been Denied, if you choose to pursue your claim with your insurance, Please provide them with our office contact************* We will fully corporate. Once we receive a request, Terrible Herbst will fully corporate. Thank you Rebecca

• Initial Complaint

  04/09/2022

  Complaint Type:

  Billing Issues

  Status:

  Resolved

  More info

  On April 9, 2022 at 9:54pm I purchased gas from store #*** located at **** W. Cheyenne. I purchased the $20 in gas from the window clerk inside. I asked for a receipt. Michael gave me one. There were 20 people in line. The supervisor left Michael by himself with everybody in line and walked away from Michael without helping him catch up. I bought my gas, then went back into the store to get my after paid receipt. Michael could not find the receipt, so he asked his manager Jason in the back how to print the receipt. Michael then came back and said Jason told him that they don't give receipts in the store and I have to get the gallons from pump ouside. I was denied a receipt from the manager Jason and he refused to show Michael how to print the receipt. That guy Jason does not work. He wouldn't print a receipt for me. When I got home I called and asked for the manager. Jason answered and he said he's the manager. Jason hung up on me 4 times and laughed at me. I kept calling back and he kept hanging up on me. I asked him to have his manager call me. The manager never called. Jason told me to drive there to pick up the receipt. I told him, "No, gas is $5.33 a gallon and it's rude to make me drive there when you should have given me a receipt after I asked for one". Jason said I didn't ask for one. He also said that Michael printed me one. I informed Jason that Michael printed me a prepaid receipt, not an after payment receipt and I did ask for one. I informed Jason that he's lying and I had a surveillance camera on me to prove that I was denied a receipt. I also recorded Jason hanging up on me 4 times. Denying people gas receipts involves a class of people and a class action lawsuit and I informed Jason of this, but Jason laughed at me and yelled at me and said FOR WHAT!! Jason is a very dishonest employee, supervisor. He was very rude to that nice man Michael that works there. Jason sat in the back and did nothing and made Michael do all the work.

  Business response

  08/15/2022

  Business Response /* (1000, 8, 2022/04/27) */ Dear BBB I spoke to the District Manager of that location she told me they just had got done changing our system out to a different system and was training .They Did speak to the Customer apologize for the inconvenience and send her a 25.00 gas card also ask if she would like a copy of her receipt. she declined just wanted to make sure customer receive a receipt moving forward she spoke to Janell that is the District Manager. Thank you. Rebecca Consumer Response /* (2000, 11, 2022/04/28) */ I resolved this dispute with the company. Please close this dispute as resolved. Thank you.

• Initial Complaint

  04/09/2022

  Complaint Type:

  Billing Issues

  Status:

  Answered

  More info

  My wife and I were the Terrible Herbst on Sahara and Valley View and Las Vegas Nevada approximately two weeks ago. I was waiting for my check to clear in my wife's we were very low on fuel, and brought in approximately $2.80 in change. It was already embarrassed mean it was already a small amount but what could we do I wanted to get gas so we didn't run out when I cash my check. The woman at the business refused to take her money and said it was a $5 minimum oh, and accordingly we ran out of gas a half mile up the street. This woman makes every person in America look like an atheistic ******* of life. She was African-American, and we felt that we were biased against ever white European Heritage. We will never shop at Terrible Herbst again it was an embarrassment to us to every man woman and child no matter of color creed or race and people like this should not be working there and be educated that there is no minimum amount of money to buy gas. My wife thank God I had a gas can, and I use the can walk and got gas at a different facility I half mile away because I did not want to deal with this woman again now as I stated that should not have been anybody and Terrible Herbst should be ashamed of themselves and they really need to apologize to me and do something for us this is an embarrassment to any cells in the United States of America

  Business response

  08/19/2022

  Business Response /* (1000, 8, 2022/04/27) */ Contact Name and Title: Terry D*****, District Mg Contact Phone: ************ Contact Email: Td*****@terribles.com To whom it may concern, My name is Terry D***** and I am a District Manager for Terrible Herbst. I Got with manager and cashier and reviewed with them the prepay requirements. $1.36 is the minimum required for prepay at pumps. Will get with customer today.

*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. ↩