ComplaintsforSpeedway, LLC

• Initial Complaint

  08/27/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  Visited the location in Southfield, MI on Northwestern Hwy. Told the store employee that the rewards program said I could redeem a $5.00 gift card, which I had already done. I asked how do I utilize the $5.00 she said she didn't know. Asked her manager yelled from the back that I needed to redeem, I indicated that I had. She said her manager was on an important call but could help me in a few. The lady came from the back (I didn't know this was the manager). She started to help others customers. I figured out the app myself. The agent (origianl lady) scanned the $5.00 gift card and said it didn't work, the manager then said, it isn't working. started an arguemnt. would like to speak to someone in charge.

  Business response

  08/28/2024

  I called the customer to inform him that I was forwarding his complaint over to the appropriate U/M personnel for handling with apologies.  He explained that the fem. EE (name unknown) told him that the card was not working and when he asked for her manager, she stated that the SL was on a call and that it would take an hour for her to get off of her call.  He says the EE was very rude and argumentative when speaking and dealing with him over the issue and he says that she felt comfortable in her behavior even with the manager being there.  Customer says he was upset that she was being allowed to act this way towards him and says that the SL was also rude in her own respect when she finally came out to assist him.  Cust stated that he would like a call back from the SL's boss and says that they should have someone look into why their rewards system was down.  I also asked if he was ever able to use the $5 gc and he stated he was but the whole experience left a bad taste in his mouth, which is the reason why he wants to speak to the manager over the SL.  I told him that I would forward the complaint with the request for call back from the SL's boss and that I had added another 5,500 pts to his S/R acct to get another $5 card for the inconvenience of this whole matter.   Cust thanked me and we ended the call.  

  Customer response

  08/28/2024

  
  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

  08/26/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  On July 10, 2024, at approximately 7pm, I used the “no touch” car wash at Speedway’s Mokena location (***** **** ***** ******* ********). While I was parked in the wash, the moving wash arm struck the side of my car, and scraped it down to the metal. I spoke to the Store Leader Stephanie Simonetta the next day at 12:50pm who said she would send the information to corporate, and I would hear from them. I also filed a police report that same day with Mokena PD (case # ********). I didn’t hear from Speedway, so I contacted their customer service on July 25th who said they would forward the information. I finally spoke to their damage specialist, John, on July 9th, who assigned case #************** and said I would hear from him when he had a resolution. I recently received a letter from John stating that they accept no responsibility. I called him at ***** ********, and he would provide me with no details on how he came to his erroneous conclusion. I am seeking payment in full for the property damage from Speedway.

  Business response

  08/26/2024

  Good Afternoon,

   

  In regards to the claim, we have completed a thorough investigation and then responded to the customer with the results of that investigation. Attached is a copy of the letter that was mailed to the customer.

   

  Thank you

  Customer response

  08/26/2024

  
  Complaint: ********
  
  I am rejecting this response because:
  I do not accept the result of their in-house investigation. I would like what information they have reviewed to determine they are not at fault. I know there is a camera in the car wash that likely captured the incident. I do not see any possible way they are not liable. My car was in park, and the wash had made several successful passes around my vehicle prior to its failure. 
  Sincerely,
  
  **** ****

  Business response

  08/26/2024

  Dear BBB,

  Good afternoon.  The incident was investigated and there were no issues found with our carwash.  With this being a General Liability claim we are not permitted to share any of the details of our investigation in case this claim was to go into litigation.  

  Thank you and have a good day,

  ***** 

  Customer Care Supervisor

   

   

  Customer response

  08/26/2024

  
  Complaint: ********
  
  I am rejecting this response because:
  Once again, the at fault party (Speedway) being the one who conducted the investigation leads to the investigation lacking credibility as a matter of course. This is only compounded when they refuse to share what led them to their disposition. Was video ever reviewed? I’m guessing it was not, as it would have shown the incident. Video evidence is hard to discredit. 
  Sincerely,
  
  **** ****

• Initial Complaint

  08/19/2024

  Complaint Type:

  Customer Service Issues

  Status:

  Answered

  More info

  hello-i recently went to the local speedway store in racine, Wi and wanted to purchase a 1000.00 dollar gift card to earn 20K bonus points.the store was out of the yellow gift cards so manager named marti told me to purchase blue fuel gift card to earn them. i did and got home and the points were not there.contact customer care manager named jason subitted case custsup2465112 to have them added though the case -case assigned to person name dana ****** she denied it i escalated to her manager ***** he denied it.he said i should earn a small discount on each gallon of gas when using the fuel card and i did not on the two purcahses i made with it so far and contact store gm of location and she had no idea why the disscount was not happening and why i did not get points so other only options is to file a complaint.i need a person in that handles better business complaints to contact me asap about this situation to rectify it

  Business response

  08/19/2024

  To whom it may concern,

  Good afternoon. A letter was mailed and emailed to the customer letting him know the claim he called in on 8/14/24 was denied. Below is a copy of the email and letter sent to the customer via USPS on 8/14/24. After further review of the customer's account for the new complaint that he added when reaching out to the BBB claiming he did not receive a fuel discount when using his Blue Fuel gift card. It was found that the customer did receive a total of .11 cents off per gallon on each fuel transaction for using his Speedway Rewards Membership card and the Blue Fuel Only gift card. Our decision is final.

   

  Kind Regards,

  **** ****** *Speedway Customer Service
  *** ******** ****** ***** ** ***** 'Phone: ************ |*Email: ********************
  

   

   

  August 14, 2024
  
  
  
  ***** ******** **** * **** ** ******* ** *****
  
  SpeedwayCase #:CUSTSUP*******
  
  Hello *****,
  
  Thank you for contacting us regarding our store located in Racine, WI.
  
  We have conducted a thorough investigation of this incident and after reviewing the information available to us, we respectfully deny the claim. Speedway gift cards are not redeemable or refundable for cash or credit. Our records show that 10,450 points were added to your Speedy Rewards card by the Customer Care Supervisor who assisted you with this claim. Please feel free to redeem them at any one of our brand outlets.
  
  Thank you for taking the time to share your feedback with us, and for being one of our valued customers.
  
  Kind Regards,
  
  
  
  **** ****** Customer Care Specialist

   

  Customer response

  08/20/2024

  
  Complaint: ********
  
  I am rejecting this response because:this is not true-i spoke to **** ****** manager name ***** few days ago and he was not helpful. i would like to escalate this claim to whoever the direct manager is for ***** to dicuss this concern with that person and have that person contact me by email or phone 
  
  Sincerely,
  
  ***** ********

  Business response

  08/20/2024

  Dear BBB,

  Good Morning.  Mr. ******** has spoken to several corporate supervisors and the store supervisor and the promotion was explained to him many times.  As stated in the previous reply, Speedway is denying the request by Mr. ******** but a good faith gesture, Speedway did add 10,450 Speedy Rewards points to his Speedy Rewards account.  

  Thank you and have a wonderful afternoon,

  ***** *****

  Speedway Customer Care Supervisor 

   

  Customer response

  08/20/2024

  
  Complaint: ********
  
  I am rejecting this response because:***** *****- PLEASE HAVE YOUR DIRECT MANAGER CALL ME AT 262-221-3669 OR EMAIL ME AT *************@*********

  OR HAVE THE PERSON WHO IS HIGHEST UP IN THE REWARDS DEPT CONTACT ME 

  EVERYTHING YOU HAVE TOLD ME IS FALSE-I HAVE NO RECEIVED ANY KIND OF DISOUCUNT FOR USING FULEL CARD YOU COULD NOT EXPALIN IT TO ME ON PHONE WHEN I SPO,KE TO YOU HOW TO GET THE DISCOUNT AND ALSO WHEN I ASKED SEVERAL STORES REPS IN STORE THEY COULD NOT EPXLAIN IT TO ME .

  I WANT TO ESCLCLATE THIS TO YOUR DIRECT MANAGER OTHERWISE I WOULD LIKE THE REMAINING BALANCE I HAVE ON TWO SPEEDWAY GIFTS CARDS THAT ARE LOADED TO MY APP ZEROOEED OUT AND A CHECK SENT TO ME BY MAIL FOR THE BALANCE AND I WANT TO HAVE NOTHING TO DO WITH SPEEDWAY AFTER THAT IS COMPLETED AND I WANT TO GO REEDEEM MY REWARDS IN PERSON AT A STORE AND CLOSE MY REARD SACCOUNT

  PLEASE ADVISE
  
  Sincerely,
  
  ***** ********

• Initial Complaint

  08/19/2024

  Complaint Type:

  Billing Issues

  Status:

  Resolved

  More info

  Charged me when it was supposed to be a refund. The employee was playing on his phone. Very rude and unprofessional.

  Business response

  08/22/2024

  I called the customer to get more information about his experience and the pending charge. I explained I will be investigating the pending charge. 

  Customer response

  08/22/2024

  
  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

  08/13/2024

  Complaint Type:

  Billing Issues

  Status:

  Resolved

  More info

  Date of transaction : 08/10/2024 Time of day : 6:49pm I went to the Speedway gas station to get some gas. I went inside the store and told the cashier I wanted $20 on pump number 3. She told me the card reader was ready and to swipe, insert or tap my card. I did and the card reader said the transaction didn’t go through due to insufficient funds. Before I went to the store, I had $29.47 on my Cash App card. Speedway took All of my money and I didn’t receive or purchase anything because of them doing so. I called Cash App and they said because it’s a pending hold or transaction, that it will take 5 to 7 business days for me to get my money back. When I called Speedways corporate office number, they basically said the same thing but that’s not fair at all!!! They shouldn’t get to keep my money for that long of time because it didn’t take 5 to 7 days for them to take it and I didn’t receive anything for my money!!! The cashier stated to me that there was no record of the transaction in her system, that it had been cancelled. There was no transaction to cancel. Never again will I purchase anything from this store but I do want my money back.

  Business response

  08/15/2024

  I was able to research the transaction with the information available in the complaint. I then called the customer to let her know what happened during the transaction to cause this and how Speedway can help. Unfortunately, the process of releasing the hold does fall on the bank but I awarded her Speedy Rewards account enough points for a $25 Cash and Merch gift card as an apology so she is able to get fuel.

  Customer response

  08/17/2024

  
  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

  07/29/2024

  Complaint Type:

  Billing Issues

  Status:

  Resolved

  More info

  I went to speedway at your south ******** ******** location zip code ***** on July 28th around 5pm. They had candy there that was 25 cents each and I got charged full price and the cashier didn't give me a receipt so I couldn't even say this is wrong. I paid for my drinks separately and I got $20 in gas. I'm never buying candy at your locations ever because this didn't happen the first time this is the second time at a different location that I got screwed over by your employees and your products. $6.19 I got charged instead of 75 cents is a big difference and with everything going up this is uncalled for. Now I did get a receipt after I got gas and it says merch $6.19 and gas $20 and I paid $7 and some change on my drinks. I always go to speedway for my gas and drinks but if this keeps continuing I will avoid you guys completely and go somewhere else. No one wants to give us customers a receipt and I wasn't even thinking until I got home but this shouldn't be happening either. I included my receipts I got from the self checkout but I got the other receipt from the pump but I have pictures of the candy and the sticker which was facing up so the cashier can see it and it's bright orange. I was trying to screenshot on my speedway app and it doesn't let you it shows a black screen too when I tried.

  Business response

  08/14/2024

  I have opened a claim for this customer and have added points to her Speedy Rewards account that can be redeemed for a $10.00 Speedy Cash gift card that can be spent on fuel or merchandise in any Speedway store.

  Customer response

  08/14/2024

  
  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

  07/22/2024

  Complaint Type:

  Billing Issues

  Status:

  Answered

  More info

  On 7/17 I went to my normal speedway and payed tried to pay for gas. I had about $19 on my chime card so I asked for 18 in gas. That transaction was declined. So I had them do $17 that transaction also declined but when I got home I had been charged $17.14 today is 7/22 and my money has not been returned. For clarification I did not pay at the pump. I was in store the whole time.

  Business response

  07/23/2024

  Using the details provided, I researched this transaction and confirmed what the customer was seeing. I then called the customer and to be the charge released as it should and that the customer didn't have any other issues I could help with. They did say the hold has since released and they did not need anything more from Speedway.

• 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,
  
  ******* ********

*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. ↩