ComplaintsforTrue North Energy LLC

• Initial Complaint

  01/14/2024

  Complaint Type:

  Billing Issues

  Status:

  Resolved

  More info

  In December of 2023, I signed up for a carwash plan at my local Shell gas station, owned by True North, L.L.C. They advertised a much lower introductory price which they never honored once I saw the pending charge to my Credit card. As a result, I wrote a scathing note in their website "Contact US" section. It was the weekend, but they called me on Monday and assured me that my membership had been cancelled and that the pending charge would be reversed. That part came to be true. However, On January 14th 2023 they have another pending charge for $29.61 to my card, which is completely unacceptable. Not only did they not fix their automated billing to avoid charging me but they clearly kept my credit card information on file when they have no business doing so. In addition to that, they charged me the wrong amount of sales tax. Their pending charge and invoice states sales tax for their parent state, not the state that I reside in (Michigan). I was not able to reach resolution on my own accord and I would like some backup to ensure this company stops trying to charge me for a service that I don't want, and was falsely advertised. I also want to ensure they are not ripping off others that don't know how to speak up for themselves.

  Business response

  01/16/2024

  On Tuesday, January 16th, 2024, we initiated the refund for the erroneous charge made on January 14th, 2024.  The information to cancel Mr. ******** car wash subscription package did not make it into the correct hands, which is why he was accidentally charged again in January.  The card he put on-file for the car wash subscription program has even been deleted out of the 3rd party software, so it cannot be charged further.  The district manager of the location that Mr. ****** frequents is going to be reaching out to him to apologize for any inconvenience this has caused and that this issue was just a simple misstep in communication amongst departments.

  Customer response

  01/16/2024

  [A default letter is provided here which indicates your acceptance of the business's response.  If you wish, you may update it before sending it.]
  
  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. 
  
  Regards,
  
  ***** ******
  
  
  

• Initial Complaint

  12/06/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  On 6/29 I stopped and got gas. I paid for my gas and went to the restroom. I was exiting the restroom and the door closed prematurely and the door knob hit me in the back. Out of reflex I reached back and hit my right hand on the door knob which scratched me and made me bleed. I immediately cried out in pain and went outside the doors to collect myself, and went straight to the clerk to fill out an ncident report. I went to ******** to make sure my hand wasn’t broken. I missed six days of work because my back and hand were hurt and I was working from home. I called and spoke to the manager Emily and she said she forwarded the information to corporate but no one ever responded. I called 1************* and spoke to a Kim and gave her all the information and never got a response from her either. I’ve used the restroom at ***** lots of times and have never had a door close on me like that. I was never contacted by anyone. I was trying to patient but now I’m getting collection calls for my doctors bills. The clerk gave me a bandage for my hand and my backside was bruised for about a week. No remorse…

  Business response

  12/08/2023

  I'm very sorry to hear this happened.  We have no record of this incident at Corporate.  Now that I have some information, I will start a claim with our insurance carrier, ********* *********, who covers our General Liability policy.  Within 48 business hours, a claim number and claim handler will be assigned and that claim handler will reach out to Mr. ****** directly to get more specifics and to work out next steps.  I will respond again to this complaint once the claim number and claim handler have been assigned.

  Customer response

  12/12/2023

  [A default letter is provided here which indicates your acceptance of the business's response.  If you wish, you may update it before sending it.]
  
  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. 
  
  Regards,
  
  ****** ******
  
  
  

• Initial Complaint

  06/07/2023

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  A Shell representative called me, nearly two months ago, and said I would receive a refund--via a check. She verified my mailing information and said that a refund check would be mailed put to me. However, I still have not recieved the refund check. A Shell Customer Service person assigned this Complaint ID#: ******** for the refund that I never received.

  Business response

  06/16/2023

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

   

  We would like to keep Ms. ****** as a customer.  I am issuing a refund check for $20.00 to cover any discrepancy, plus to make sure she keeps coming back to True North.

   

  We only cut checks once per week, so the check will be cut on Thursday, June 22^nd and will be mailed to the address listed in the email string below.

   

  If the check has not been received in 2 weeks, please let me know.

   

  Thanks!

   

  Dan *******

  General Manager - Finance

  truenorth
  ***** *********** **** ************ **  ***** *** ************ * *** ***  ************

*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. ↩