ComplaintsforSpeedway, LLC

• Initial Complaint

  07/15/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  Buy your gasoline anywhere else but Speedway ! I have just been subjected to the biggest scam I have yet to encounter. On July 8, 2024, I stopped at the Speedway at **** ********** *** *** *********** **** to purchase gasoline. When this Speedway location was constructed more than 25 years ago I was given a Speedy Rewards Membership Card. This card entitled the consumer to redeemable points based on gasoline and product purchases. In my ensuing years I have chosen to travel to this next town location rather than my hometown gasoline providers to purchase thousands of dollars of gasoline to accumulate points. I have accumulated upwards of $50 in free gasoline, which I have never collected. It was my intention to purchase $20 worth of gasoline using my Speedy Rewards points and have this amount deducted from my total points accrued. I presented my Membership Card to the sales clerk. The clerk scanned my card and said I did not have enough points for any gasoline, not even enough for a discounted price. I said that was wrong - I had purchased gasoline for 25 years and had never redeemed for anything. I had at least $50. The clerk said it shows that I had activated my card in 2022. Yes, it had been re-activated and the total points applied by staff at corporate headquarters at that time. That is how I know I have at least $50 in rewards. I asked the clerk to check with them, to which she just shrugged her arms. I phoned corporate headquarters to state my case. I spoke to a lying young lady who jumbled up her answer to what sounded like I had 36,000 points. I stated the clerk had said I had not enough points. I said that I wanted to have someone at corporate to phone the salesclerk and chastise her for not giving me my just rewards. She lied when she said she would look into it and call me back. It has been 4 days and no return call. Therefore, I request BBB intervention to uphold my right to at least $50 Speedy Rewards. Thank you for your attention to this matter.

  Business response

  07/15/2024

  Good Afternoon, 

  I have reached out to the customer and we have resolved the complaint and I am sending him a gift card for the inconvenience. Customer was very satisfied that I reached out to him personally to handle this complaint. Customer stated that he will continue to shop at Speedway. 

  Thank you. 

  Customer response

  07/15/2024

  I was contacted by a representative from Speedway. Upon her investigation into my complaint, she did find that I had 36,000 points accrued in my Speedy Rewards Membership Card account. This would entitle me to $25.00 free gasoline. Although, not the $50.00 I assumed after 25 plus years purchasing gasoline with Rewards card use, it did confirm that I should have been granted the free gasoline that I requested on that date. I accepted the 36,000 point figure. The representative apologized for the denial of my card use for free gasoline and stated she would send a $25,00 gift card for my trouble. This would not affect my accrued points and these would remain for further use.  Therefore, altogether I have received $50 with gift card and $25.00 confirmed available points. In addition, she will contact the Speedway store and deal with the clerk's lack of professionalism for my denied transaction. All are acceptable by me and satisfactorily settles my complaint. I thank Speedway representative Heather for her kind attention to this matter and Speedway for its effeciency to immediately handle and correct legitament errors. All companies should be this efficient. Thank you to the BBB for your contribution to see that my complaint was acted upon. I did not get anywhere with my own attempt contacting Speedway. Your help is greatly appreciated. My complaint is hereby dismissed. 

• Initial Complaint

  07/15/2024

  Complaint Type:

  Billing Issues

  Status:

  Resolved

  More info

  Hi I was not able to get any gas from this gas station.It kept saying go inside so I went to different gas station.I just noticed these people took $10.It’s not legal and I hope they don’t do that to other people that would not catch them.Respectfully ***** ***** MD

  Business response

  07/17/2024

  After investigating this customer's transaction, it was discovered store #7137 was having major credit processing issues. I was able to find our customer's transaction and have requested a $10 credit be processed back to their card. I attempted to contact the customer to let them know to expect a return of their money once it is processed by their bank but they were unavailable. I left a voicemail detailing what I found and Speedway's Credit Customer Care number in case they have more questions. 

  Customer response

  07/18/2024

  
  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

  07/10/2024

  Complaint Type:

  Customer Service Issues

  Status:

  Answered

  More info

  On June 17th I won a jackpot online at ****** ******. You can choose to cash out your winning to your bank account or get gift cards, I chose to get both. I saw that Speedway gas station was an option for my redemption. There's a Speedway very close to me as well as another about 20 minutes away. So I chose a Speedway $100 gift card for a portion of my winnings. I received the card the next way by email and downloaded the Speedway App and loaded the E-gift card to my wallet like instructed. On June 18th I went to the Speedway gas station on ******** ******* in ****** **** ** to redeem my card. I went to the window and said "$40 on pump 2 please" and showed them the Speedway App and the QR code that was in the app to check out. The lady looked at me bewildered and she struggled to explain in English. She said "no we do not take that gift card" as I sit and look at the signs in the store with the same promotions that are in the Speedway App. I said you are Speedway right? She replied "yes, but this one is a different owner". So I called the number in the app for Speedway customer service. The person answered stammered around and seemed a little agitated. The person explained that he/she wasn't sure what to do, but if I don't get it resolved to call back. Then I started looking and found out 711 now owns Speedway and asked if they could help me. They wanted to know the name of the store that I went to do they could investigate. I waited days between vague replies a d still haven't got an answer. I called Speedway customer service and told him/ her I still haven't gotten it resolved and asked what I should do. They said to contact Prizeout, the company that distributes the gift cards for ****** ******. They said quickly "we do not have a way to fix it, Speedway has to reimburse you, not us"so nearly a month later I sit with a $100 Speedway giftcards that no one with help me use.

  Business response

  07/22/2024

  The store where the customer tried to use the Speedy Cash gift card that she won is not our store.  We do not have any stores at all in the state of ******, and the only store we have in ******** is in the far southeast corner of the state, roughly 45 miles south of **** *********.  The store she went to is a store calling themselves "Speedway Super Store."  They are not associated with us in any way.  We are also not aware of who or what "Prizeout" is, which is the entity from whom the customer says she won the gift card.  I advised the customer on July 17 that she should contact Prizeout for further assistance.  I do not know if she has done so.

  Customer response

  07/23/2024

  
  Complaint: ********
  
  I am rejecting this response because as you can see on the screen recording, when you look up Speedway gas station on the Internet, a Speedway gas station pops up and when you open the website it leads you directly to the Speedy Rewards site. That I why I decided to buy the card. I did not win a card, I won $4300 and had to chose how I wanted to cash my winnings in. I chose to have $3500 sent to my bank and I used $800 of my winnings and received gift cards, Speedway being one. I used my winnings for the Speedway card. You indicate that I just received it, no I either could have chosen money or gift cards or both, I chose both. You need to remove the ability to access Speedy Rewards through the Speedway Super Store website because it's misleading and deceptive advertising. Prize Out is the company that issues the gift cards for ****** ******, why do you think they should pay me back for an error made by your company? Look at the screen recording. It's deceiving and it's implying that that Speedway is in fact the Speedway that everyone knows. So I do not agree abd do not think you have made an effort to see the true issue, you are only concerned with being right.
  
  Sincerely,
  
  ******* ********

• Initial Complaint

  06/28/2024

  Complaint Type:

  Sales and Advertising Issues

  Status:

  Resolved

  More info

  Speedway has been advertising since June 26 the you get 10 cents off a gallon coupon if you buy any 3 cooler beverage items using your speedy reward card. On June 27, I bought 2 Mt. Dew 20oz and a 20oz A&W Root Beer and didn’t get my 10 cents off a gallon coupon. On June 28, next day, I bought 2 A&W 20oz and a 1 liter of bottled water. Didn’t get my 10 cent off coupon. The promotion is good until August 27. Now to me, this is considered false advertisement if they aren’t going to pay it out. The promotion is listed in their app and throughout the store. I also noticed that my Mt. Dew club still says I need 4 more to get a free one and after buying those 2 on the 27th, I should only need 2 more. I want the BBB to help me get what is advertised and my 20 cents off. This company has a habit of not paying out the correct points and rewards ever since 7-11 took over.

  Business response

  06/28/2024

  I called the customer about the complaint filed but he did not answer. I left a voice mail with apologies for the inconvenience, provided the claim #, and explanation of what happened and informed him that I had added the 20¢ discount to his S/R acct.

  Customer response

  06/28/2024

  
  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

  06/27/2024

  Complaint Type:

  Billing Issues

  Status:

  Answered

  More info

  I went into my local speedway on 6/26/24 to load money on my gas card as I always do. I put $30 on my gas card and bought other items. The cashier set my pump and I proceeded outside to pump my gas. The pump was not working. I went back into the store and the cashier tried resetting the pump. He then called for the manager because it was saying my fuel card balance was only $1.99. The manager called the help desk and the very rude guy who she was speaking with says that when I loaded my fuel card on may29th their credit was down and the money I put on my card wasn't actually paid for there for they are taking the money that I had just loaded to the card. First of all this is making no sense to me or the manager at the store. I pull up my bank account history and it was on May 28th that I loaded my fuel card with $50. I pumped $48.01 as that was all my car would hold at the time( hense the reason I still had $1.99 balance on my fuel card). That $50 was taken out off my bank account. So at no time did I ever get money put onto my fuel card or use said money that was not paid for. The guy on the phone who said he did not have to give me or the manager on duty his name was very rude and then advised that I would not be refunded for the $30 that I just paid for and did not receive. The manager not agreeing with him at all and couldn't believe what she was hearing also had no way to do anything for me. The manager finally got a name from him (Jamie) who said his bosses bame was (Alex) who he refused to let us talk to over this matter. So I'm basically scammed out of $30 by a large corporation who prior to this was the only place I would buy my gas.

  Business response

  06/28/2024

  After researching the transaction, I reached out the customer to confirm the details. I was able video to find that on 5/29, the customer was attempting to reload $20 on the gift card and also purchase other items. I can se on the cameras that the customer attempts to pay for the transaction but for some reason, the transaction does not go through. the store was busy at the time and the cashier was unable to stop the customer before they walked out the store. The customer then runs their card at the pump and completes that purchases for $28.01. Between the fuel transaction and store transaction, a server issues occurs (more than likely from void load) and this allows the customer to pump the gas even though there the card had a $0 balance, putting it in a negative balance. Once the customer returns on 6/25, they load $30 on to the gift card, replacing the negative balance and bringing the card card to a total of $1.99. After relaying this sequence of events to the customer, she was still not satisfied as she believes she was charged that day. I asked her to send proof and when I went offer points for compensation, the customer was adamant that she was never returning to Speedway again and asked for the $1.99 to be refunded. I took down her information and let her know this I would have to get approval before I can refund the card. 

  Customer response

  07/01/2024

  
  Complaint: ********
  
  I am rejecting this response because: A transaction in the amount of $26.21 for speedway cleared my bank account on 5/30. When I called them back to explain the amount and date of the transaction clearing the bank they did not answer or return my call. I have worked at gas stations before and I know that I would not have been able to even use the fuel card unless the transaction of payment was completed. The transaction off adding the money to the card is completed first and then they start a new transaction to set the pump for the specified amount and swipe the fuel card as payment. I feel as though because somewhere someone on their end messed something up wether it be their system or employee that they are making up something to justify it. 
  
  Sincerely,
  
  ******* *******

  Business response

  07/01/2024

  Customer provided a little but more information in their response that I was able to use to do a bit more research on their behalf. The customer mentions seeing a charge complete for $26.21 the day after they attempted to reload their gift card. I have found the only transaction that amounts to the given total but I do not see a reload on this receipt so I believe that the customer can back the day after to make an entirely different transaction. To clear up any further confusion, it is possible that the customer was able to receive their fuel even though their gift card did not have the available funds. This is because when Speedway's credit terminals are experiencing network issues, our gift cards are programmed to allow a customer to complete their fuel purchase for a preset amount as a courtesy so that our customers are not stranded due our own failures, then the card updates when the terminals come back online. After all the research I have done, I am still concluding that Speedway does not owe the customer a refund. 

• Initial Complaint

  06/24/2024

  Complaint Type:

  Billing Issues

  Status:

  Answered

  More info

  I got a gift card that was already used from the store and they will not refund the money

  Business response

  06/25/2024

  We have already investigated this issue on 6/17/24. It was determined the card was loaded successfully on our end and the funds were used. The customer was advised to contact Amazon. 

• Initial Complaint

  06/24/2024

  Complaint Type:

  Billing Issues

  Status:

  Answered

  More info

  I attempted to make a purchase today for $69.71. It was declined. So I cancelled the fuel purchase because I had enough cash for everything else. I paid for my drinks and cigarettes with cash which totaled $19.71. I went out to my vehicle and checked my card balance to see why it declined because I had a balance of $95. When I opened my account I had a balance of $29.33, I had that balance because Speedway took my $69.71 and declined the transaction. I’m left looking stupid in front of the entire store over something that shouldn’t have happened. My bank told me to call and file a police report on speedway because they took my money for a declined transaction, then collected my cash for only a portion of original transaction and I’m left with no money or fuel in town away from home. I had to leave my truck and walk home with a bad hip and back. This is unacceptable banking and customer service.

  Business response

  06/28/2024

  After researching the transaction, I reached out to the customer to discuss what Speedway could do to help. The customer then informed me that he has already spoke with a rep in the Credit department and Speedway has already sent over a Pre Auth Hold Release form on his behalf. I explained to the customer that was nothing more we could do to speed up the process and the customer was understanding but firm on not wanting to close this complaint until either Speedway or Way To Go (card issuer/bank) releases his money. I made sure to inform the customer that Speedway has no access to his bank account and that he should inquire with his bank about the terms and conditions on pre auth holds for his card so he can know what is to be expected. I also let him he can avoid this in the future by loading and keeping a Speedway Cash and Merch gift card for his fuel purchases so his debit card isn't affected. 

  Customer response

  06/29/2024

  
  Complaint: ********
  
  I am rejecting this response because:
  It’s 9:36 PM on 6-29-24. The purchase was declined on 6-21-24. I still do not have my money back from that transaction that was declined. The representative from Speedway informed me that this is and has been an ongoing issue with the Way2Go card…in my opinion and probably most Americans would agree that it’s negligent for speedway to continue to accept this form of payment to protect its customers from these issues. 

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

  Business response

  07/01/2024

  The customer is still upset that Way2Go still hasn't released the held funds back in to his available balance. I went ahead and researched this transaction once more to confirm Speedway is not billing this customer $69.71. We have already done all we can to assist the bank in their process of releasing this hold. Since Speedway cannot get into a customer's bank account to see any information not related to a given transaction, the customer will need to inquire with the bank about the terms and conditions of a pre auth hold so they can know exactly what is be expected. 

• Initial Complaint

  06/10/2024

  Complaint Type:

  Customer Service Issues

  Status:

  Answered

  More info

  6/7/2024, pump #6 and #5, regular $20.00 in cash,unleaded gas,5:59p.m., ***** *. I wanted $20.00 in cash on pump #6& cashier put the gas on pump#5& cashier refuses to give me back a refund.

  Business response

  06/18/2024

  June 18, 2024
  
  
  
  ******* *******
  **** ***** *** ** ******* ** *****
  
  Speedway Case #: CUSTSUP*******
  
  Dear *******,
  
  Thank you for contacting us regarding our store located in Miamisburg, OH.
  
  Please be assured that the appropriate management personnel have been made aware of this issue, which will be researched further.
  
  We apologize for any inconvenience that this incident may have caused you. I am enclosing a $20.00 gift card which I invite you to redeem at any one of our Speedway locations.
  
  Thank you for taking the time to share your feedback with us, and for being one of our valued customers.
  
  Kind Regards,
  
  
  
  
  ******* *************
  Customer Satisfaction Specialist

• Initial Complaint

  06/03/2024

  Complaint Type:

  Billing Issues

  Status:

  Answered

  More info

  On Friday, May 24th 2024, I stopped into this location to get two gift cards & my total came out to $91 & some change. The first transaction went through and I got the notification on my card that I made the purchase & then it gave me my updated balance. The cashier however told me my transaction declined so we tried it two more times and those came back declined but the first one actually went through. I was told my money would be back on my card In 5-7 business days but would probably only take 3-4 days. Yesterday I was told to call customer service & the woman I spoke with said she only sees two transactions that was revered which was correct but there was a total of 3 transactions being the first time I swiped my card the money was taken from my card. I’m told there’s nothing they can do and the cashier has suddenly quit since then. I want my money ! Speedway stole from me

  Business response

  06/07/2024

  The customer did not file a complaint with our Customer Service department, so I contacted our Credit Department and they responded that they had spoken with the customer.  The amount in question was $91.54, and this amount was charged and reversed twice on this transaction, and we did not end up billing her for this amount.  If the customer's account is showing a charge from her financial institution, she will need to contact them directly to have it reversed on their end.  I have opened a customer service case for this, and have also responded directly to the customer letting her know to contact her bank.

  The customer did have completed charges in the amounts of $9.88, $41.54, and $6.44 on 5/24 at this same store.

• Initial Complaint

  05/31/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I just recently found out I have over 8500 Speedway points, I have been attempting to use them since 5/26/24. I called customer service when I originally tried using them to get gas discount. Was told in the store (Florence Ky 41042} that my 4 digit code # was wrong. Got home and called Speedway cs# and was given the choice to reset my code. I have tried several times this week to get gas discount and finally went back into store to pay there and have points applied thru cashier. After explaining situation to cashier, I attempted to prepay in store and not at pump. Was told again code number invalided?

  Business response

  05/31/2024

  Good Afternoon, 

  I have reached out to the customer to resolve this issue and received his voicemail I left a voicemail to return my call  and will attempt to try him again to have this issue resolved. 

   

  Thank you, 

  Customer Service Specialist 

  Heather Doughman

*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. ↩