ComplaintsforSpeedway, LLC

• Initial Complaint

  06/27/2022

  Complaint Type:

  Customer Service Issues

  Status:

  Answered

  More info

  Speedway has a promotion offering 50,000 points (for electric) and 30,000 points (for gas )for changing your utility services to NRG. The promotion also states that I would receive 15 points for every dollar spent on electric supply. So in addition, I should have received approximately 15,000 additional points. The program indicates that you have the new service for 3 months before they will give you the points. I have had the service since December 21, 2021. I have spoken to someone from Speedway a few times earlier this year and there has been no action on their part. 4/29: I spoke to Candace at Speedway and she said that she would forward the information to the department that handles this issue. 5/13: I called and spoke to Kiera who informed me to send an email to [email protected] and I sent an email on this day. 5/17: I received a reply to my 5/13 email from ****** asking for my Speedway card number, which I did this day. 5/20: I sent a follow-up email. 5/21: I received a reply from ****** informing me about the program. I can only assume that ****** did not want to help me because his email simply directed me to a link that explains the program, but I am obviously aware of this because my email that ****** responded to already talked about the specifics of the program. 5/23: I responded indicating that I am aware of how the program works and again, asked about the 80,000 plus points. 6/5: I sent another follow-up email. 6/7: I called again and spoke to a supervisor, ****** (sp?). She told me the same thing as everyone else stating that she would send the information to the department that handles promotions. 6/13: I called and spoke to *****. She was the first employee willing to take the extra step to assist me. She informed me that a person named ******** ***** is working on my case and that ******** would contact me next week. 6/25: I've heard absolutely nothing! Please comply with your promotion.

  Business response

  07/11/2022

  The Speedy Rewards program the customer is referring to is administrated by a third party company called NRG.  Speedway was able to get this customers Utility Service information from NRG earlier today after reaching out to them. NGR states the customer has 3 accounts ( 2 active, 1 closed) none of which have been enrolled in the Speedway Program. We would suggest the customer enroll in the program by giving NRG a call at **************.  NRG would be able to assist the customer to ensure proper enrollment.   

  Customer response

  08/08/2022

  Consumer’s Original Complaint:
  Speedway offers a partnership program with NRG that will give the customer 50,000 Speedway points for transferring their electric utilities to NRG and 30,000 points for transferring their gas services. The program also states that you will also receive one point for every dollar spent on these services. Program eligibility requires me to transfer my utilities for at least 3 months. My effective date of service with NRG is February 14, 2022, and today's date is August 4, 2022. I have gone back and forth with Speedway via email and phone since April and I continue to be ignored. No one that I have spoken to knows how this program works. I was told ******** is working on my case, but she does not want to do her job and keeps telling me to call NRG. NRG has actually called me to check my status. I've asked to speak to managers several times and I get the runaround. Finally, a supervisor named Sarah emailed me and asked a question to help with the issue, I responded, and she simply ignores me. Now when I call the customer service department they all tell me the same thing. That they would send an internal message to their supervisor. Not one person that I've spoken to knows what to do or how to do it. If the people that read my emails would actually take the time to read them, they would understand what I am asking, but instead, they do nothing. The program appears to be quite simple. I transfer my electric and gas utilities to NRG for at least 3 months and they award the points. Instead of helping me, they respond with links that explain how the program works or they continue to tell me to contact NRG. I've spoken to NRG, and they have done their part, I just need Speedway to honor their program. How can a company offer a program such as this and its employees know absolutely nothing about it?

  Consumer’s Desired Resolution:
  Honor their program, award my points, and train their employees so no one else has to go through this.

  Business response

  08/15/2022

  Thank you for bringing this to our attention. Our Customer Service department let *** **** know that the program he signed up for would not be eligible for points from Speedway until it has gone through 2 billing cycles. If he enrolled in the program in July we would be able to look into the matter again in October if he didn’t receive his points. *** **** has had this explained to him. After getting a 2nd notification from the BBB we have checked into the account again. The customer is signed up for the program as of July, as he states in his message, a customer must be signed up for 3 months before they can start earning points, he should receive his first set of points in October.
  
  *** **** is enrolled in the NRG program now but he does not qualify for a bonus award as he got one in the previous promotion he was in. He will earn points going forward monthly only. The offers for a bonus that he is talking about is for new customers only. I have attached the terms and conditions to those offers where it states the 30,000 points are for new customers only.
  
  The previous program *** **** had on his account was a donation to a children’s hospital. With that award the customer does not actually get a physical check or anything. $52 was donated before the promo change ($50 bonus and $2 for the monthly earn)

  Customer response

  08/15/2022

  
  Complaint: ********
  
  I am rejecting this response because:  when I signed up with NRG, the person that signed me up told me about the program.  I later find out that NRG did not do their job correctly.  I did what I was supposed to do.  NRG made this mistake, not me.  THE ONLY REASON THAT I DECIDED TO GO WITH NRG WAS BECAUSE OF THIS PARTNERSHIP WITH SPEEDWAY TO GET THE POINTS!!!  It is not my fault that the employees at NRG are incompetent as well as rude.  This is their mistake.  As far as this being explained to me, the email from Sarah did not point out certain facts, so to me it appeared as though she did not fully understand my email.  If Speedway employees were properly trained and made aware of this program, we would not be where we are today.  The employees refuse to respond to emails, requests to speak to managers, and out of the 10 or so people that I spoke with only 2 knew anything at all about the program.  This could have been resolved a long time ago if Speedway employees are made aware of programs like this.  Why should I pay for mistakes made by Speedway and NRG employees.  The date of service with NRG began February 2022 according to them and the points were the ONLY reason I made this change.
  
  Sincerely,
  
  ******* ****

  Business response

  08/22/2022

  Thank you for bringing this to our attention. Our Customer Service department let *** **** know that the program he signed up for would not be eligible for points from Speedway until it has gone through 2 billing cycles. If he enrolled in the program in July we would be able to look into the matter again in October if he didn’t receive his points. *** **** has had this explained to him. After getting a 2nd notification from the BBB we have checked into the account again. The customer is signed up for the program as of July, as he states in his message, a customer must be signed up for 3 months before they can start earning points, he should receive his first set of points in October.
  
  *** **** is enrolled in the NRG program now but he does not qualify for a bonus award as he got one in the previous promotion he was in. He will earn points going forward monthly only. The offers for a bonus that he is talking about is for new customers only. I have attached the terms and conditions to the last response where it says the 30,000 points are for new customers only.
  
  The previous program *** **** had on his account was a donation to a children’s hospital. With that award the customer does not actually get a physical check or anything. $52 was donated before the promo change ($50 bonus and $2 for the monthly earn)

• Initial Complaint

  06/10/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  the customer service terrible, i need to know where they take the wix card but kept giving me the wrong info

  Business response

  06/15/2022

  I reached out to the customer with the following response on 6/13/2022 and have not yet gotten a response back from the customer.

  Good Morning ******,
  
  I was asked to look into this complaint for you.  I checked with the Fleet department and was told that all of our store accept the WEX cards.  Could you please give me the location that you had issues with and I can address that with them.

  I will still address with the store if I can find out which store the customer had an issue with, but at this time I consider this claim taken care of.

  Customer response

  06/15/2022

  
  Complaint: ********
  
  I am rejecting this response because: the store on ***** ****** jiffy lube doesnt accept the card, i have to transfer the card into a nation wide gas card
  
  Sincerely,
  
  ****** ************

  Business response

  06/15/2022

  I am responding to inform you that Speedway does not own any Jiffy Lube stores and can not answer whether they take WEX cards or not.  I am sorry for the inconvenience in this matter, but this is something that will need to be addressed with Jiffy Lube. 

• Initial Complaint

  06/07/2022

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  I bought 3 packs of cigarettes on 6/6/22 at the speedway on ********** **** and found out all 3 packs were stale and went to try and get a refund and the sales associate advised that they do not offer returns on cigarettes and that there was nothing they could do. Associate was very rude and told me that if I was not buying anything that I had to leave the store. I asked to speak to a manager and she stated there was no manager there and then she threatened me with calling the police.

  Business response

  06/20/2022

  Hello,

  We have two locations on ********** **** in ************* **.  One is at **** ********** **** * and the other is at **** ********** **** *.  In order to research further, we would need to know at which location this occurred, and we also need to know the amount of the refund being sought by the customer.

  Thank you.

  *** ********- Customer Satisfaction Specialist
  Phone- ************   Email- Please reply to this email
  
  

  Customer response

  06/30/2022

  I had replied to the original email letting them know that it was at the **** ********** **** n location but they are stating that they never received my email. Can someone please advise if this email was received? Thank you

  Business response

  07/12/2022

  Hello,

  Thank you for the response indicating the store number for the location in question.  However, the customer did not contact us prior to contacting you, so as stated in our previous correspondence we still need to know what the amount is that the customer is seeking in order to settle this claim.

  Thank you.

  *** ********
  Customer Satisfaction Specialist
  

   

• Initial Complaint

  05/31/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  I am a Speedway Rewards member, card #************. I have attempted to “Submit a Receipt” for several transactions dating back to November 2021 using the Speedway mobile app, to no avail. Each time I attempt to submit valid Speedway receipts immediately after each purchase, I receive an error message (attached). The error message is not applicable because a prior receipt had not been submitted within the past 30 days. In addition, the data entered was taken directly from the receipt. I am a member of Speedway’s Beverage Club Reward that gives customers a reward of our choice after purchasing 6 beverages. I normally purchase a 24oz. coffee for $1.91, which includes tax. As a result, the missing transactions prevented me from receiving free beverages. I contacted Speedway in an attempt to resolve the problem. I spoke with Troy on Thursday, May 19th at approximately 3:13pm. He created case #1528928. I informed Troy about the problem, then repeated myself at least twice. Troy did not actively listen so that he could have resolved this minor problem before it escalated. The call lasted almost 8 minutes and the problem is still unresolved, which is why I am filing this complaint.

  Business response

  06/01/2022

  Good morning *******,

  
  Thank you for reaching out to us. I'm sorry to hear of your experience with not receiving your bonus club points for free beverages. After reviewing your account I do see that you have been successful on multiple occasions with adding receipts onto your account through our Speedway mobile app. Please know that you are only able to add one receipt per week on your end. You can always call our Customer Service Team from 7:00AM to 8:00PM Monday through Friday, 8:00AM to 5:00PM Saturday and Sunday,  we will be happy to enter your receipt for you. You may also email a snapshot of your receipt to our Customer Service Team at [email protected] if it is more convenient for you. You also have an Alternate ID on your account of ******* that you can use to gain your points at the time of your transaction if you do not have your Speedway Rewards Membership card or your app with you. 
  I've gone ahead and added 18 Club points onto your account, good for three free beverages. Please let me know if you have any questions or need any further assistance.
  I do apologize for any inconvenience this may have caused you.
  Thank you,
  
  **** ******
  Customer Satisfaction Specialist
  ************ / **********@speedway.com

  
  

  Customer response

  06/01/2022

  
  Good morning,
  
  I received a satisfactory response from Speedway today. Therefore, you may close my complaint as resolved.
  
  Thank you so much for your assistance.
  
  ******* *. *******
  Complaint ID ********

• Initial Complaint

  05/19/2022

  Complaint Type:

  Customer Service Issues

  Status:

  Answered

  More info

  1.) I opened up this case with Case Number: ************** via the Speedway website which went to Customer Service. This is not the first with Customer Service ignoring my requests and/or feedback/experiences. It doesn't even need to be related to a store visit or to a store location, anything in general for Customer Service and they generally ignores all of my communication. And Speedway on Twitter doesn't help, all they tell me is someone from Customer Service will respond. That ticket is related to the store but that's not the point. 2.) Apart from that Customer Service ticket, I had sent an email to ***** ** ***** and asked him to forward my email to ****** at the **** ****** ** ** ********** ** ***** location (I think she is the assistant manager). He said he doesn't know her but it was forwarded to her boss. I asked him twice if they are going to respond to my email I asked to be forwarded. I haven't heard back. Please note that I said "apart", so this is NOT related to the Customer Service ticket.

  Business response

  05/25/2022

  Below is the response sent to the customer, along with a $27.00 check.

   

  May 25, 2022

  
  ***** ************ **** ****** ** ********** ** *****
  
  Speedway Claim #: **************
  
  Dear *****,
  
  Enclosed is a check in the amount of $27.00 which represents full and final settlement of your claim from the incident that occurred at our store located in *********, **.
  
  We appreciate your business and hope that you will continue to be one of our valued customers.
  
  Kind Regards,
  ******* *****
  Specialist

  Customer response

  05/25/2022

  
  Complaint: ********
  
  I am rejecting this response because:

   

  That was part of the complaint.

   

  So, again:

  1.) I sent an email to ***** ** ***** at email br*****@speedway.com and asked for my email to be forwarded to ****** for her to respond in regards to other reasons that was separate then the $27. Is she going to follow-up on that email or not?

   

  2.) I don't see the enclosed check of the $27 within this BBB complaint.

   

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

  Business response

  05/26/2022

  Dear BBB, 

  The customer was sent a check to the address provided when the customer submitted his claim.

  The email sent to ***** ***** was forwarded to management. Our store personnel do not have email addresses and will not be replying to the customer. All complaints are handled by the Corporate office. 

  Thank you, 

  ******* 

  Specialist 

• Initial Complaint

  05/09/2022

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  Okay I went in I bought a pack of Newport 100 mental and I bought a mountain dew and I put $10 on pump one at the ******** speedway yes the speedway on ******** and I went in the bathroom went to the bathroom come out I couldn't pump nothing so I went in and asked the lady at the register what's going on she says there's nothing she can do she can't give me a refund or nothing I need my money that was the last $10 I had

  Business response

  05/09/2022

  
  May 09, 2022
  
  
  
  ******* *********
  **** ****** ** 
  ******, ** *****
  
  SpeedwayCase #:**************
  
  Dear *******,
  
  Thank you for contacting us regarding our store located in ******, **.
  
  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. As a token
  of our appreciation for your patronage, I have added 10,450 points to your Speedy Rewards card which I invite you to redeem 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 Property Damage Specialist
  

• Initial Complaint

  05/02/2022

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  I am a loyal customer at this astanlishment. So loyal I was in there to use my loyalty points to buy a gift card. Upon trying to use my digital gift card the cashier was having much difficulty figuring out how to accept my virtual card. As the situation progressed and she was having more difficulty she started to get a very aggressive and attitudinal tone. I was able to stay calm thruought and was overly apologetic as a matter of fact bc I felt bad that she was unable to perform her job. As more time went on she finally got so frusterated she snapped. The way she reacted was very dangerous she became belligerent and her body tone was leading twords a physical altercation as she proceeded to be belligerently aggressive and call me names like stupid and switch the lack of knowledge on to be it was very embarresing as other customers were in line behind me and had to watch the whole situation. Finally she grabbed the items from me in a reckless threatening violent way and told me to get out of the store and refused to allow me to get my items. She had already scanned my gift card a bunch of times so it was discredited from my account and I lost the money. Besides an apology and maybe I suggest some anger management classes the least I will need is rienburstment for my gift card. The gift card was 10 $. I told her that it was used bc she scanned it so many times she proceeded to ignore me and go to the back. It would be one thing to refuse to sell to a customer I beleive they have that right but to knowingly steal my gift card is unacceptable. And she can’t deny knowing that it was used bc I showed her and told her prior to her storming in the back after stealing my gift card attached is the charge of loyalty points used and charged on my gift card

  Business response

  05/06/2022

  May 06, 2022
  
  
  
  ****** ******
  **** ****** ** 
  *********, ** *****
  
  SpeedwayCase #:**************
  
  Dear ******,
  
  Thank you for contacting us regarding our store located in *********, **.
  
  Please be assured that we have thoroughly investigated this incident. We have found that you do not have a digital gift card on your Speedy App. What you had was a coupon to use to place funds onto a physical Speedy Cash Food and Merchandise card. After reviewing your account, we have found that you were able to redeem your coupon on 5/3/2022 at our Speedway in *********, ** site **** location.
  
  We apologize for any inconvenience that this incident may have caused you. I am enclosing a $10.00 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

  04/28/2022

  Complaint Type:

  Customer Service Issues

  Status:

  Answered

  More info

  Complaint Details I go into the speedway *** ****** ***** ****, ***** *******, ** *****. At that address in ***** ******* **** 6 days a week at 545 am I buy and have been buying a giant iced coffee every day. There are signs all over the inside and outside of the store saying ANY size iced coffee for $1 so I've been getting the giant insulated one after like a month the manager started giving me a hard time saying I couldn't use that cup the signs say any size they don't say any sized clear cups I said that's false advertising so he then instructed all employees to start charging me double and he has hung a hand made sign that he made and hung over the signs that say any sized coffee and he wrote on it 16 or 24 ounce. All over the outside of the store and every other speedway they still have the signs that speedway puts up that says any size iced coffee for a dollar he just made this sign to spite me I spend hundreds of dollars a week at speedway if you look at my speedy rewards account I have over 30,000 speedway points I am one of the most loyal customers there are and I don't understand why this guy's giving me such a hard time I'm really upset about it and I would like somebody to do something about it if they want to charge me double that's fine but they can't be hanging signs up in it all over the place inside and outside of the store that say any sized iced coffee for a dollar it does not say any size clear cup and there's no fine print at the bottom of the sign therefore it is false advertising that is illegal and I would like this guy dealt with I just wanted to come in there and get my iced coffee in the morning before work like I do everyday and spend the hundreds and hundreds of dollars a month that I spend at speedway which is probably close to $1,000 a month thank you Desired Outcome/Settlement Desired Settlement: Other (requires explanation) I want the ***** ******* store contacted and told to leave me alone that I come in there and I get any size cof

  Business response

  05/09/2022

  May 09, 2022
  
  
  
  ******* ******
  **** ***** ***** *** 
  ******, ** *****
  
  SpeedwayCase #:**************
  Dear *******,
  
  
  Thank you for contacting us regarding our store located in ***** *******, **.
  
  I am so sorry to hear that your experience with our company has not met your expectations. Customer satisfaction is our top priority.
  
  Please be assured that we have conducted a thorough investigation of this incident and after reviewing the information available to us, we have found that the correct operations and policy were followed by our Speedway employee’s.
  
  Please don't hesitate to contact us if you need further assistance. 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

  04/25/2022

  Complaint Type:

  Billing Issues

  Status:

  Answered

  More info

  I purchased gasoline at a speed away in at ****** ***. I paid at the pump with my debit card and I purchased $16 worth of gas . They took everything single penny from my account $98.34 that was not approved by me nor is there anything on their pump saying that they can hold every single dime of my money for as long as they see fit . When I called asked them to correct their mistake they told me they couldn’t well if I would of stole 98.34 from them they would of had me arrested how is this leagal without my consent ?

  Business response

  05/05/2022

  The $98.34 was just a pre auth hold and the completed charge was $16.00 and I am sure that by now  that has cleared itself.  This happens when the customer puts there card in at the pump, the bank of the card will open for a specific amount set by then and when the completed sale processes they will only be charged for the amount they actually received.  

• Initial Complaint

  04/18/2022

  Complaint Type:

  Billing Issues

  Status:

  Answered

  More info

  On 4/14/22, I stopped at the speedway in ****, IL for fuel and tried to use my ******** ******* card. The charge was declined but upon looking at my account, I was charged 125.00. On my card. I never ended up using that card. I used my bank debit. The pump said declined but the charge is there. I am traveling from **** ** ********

  Business response

  04/25/2022

  To Whom It May Concern:

   

  Please find attached our correspondence with today's date.

  RE: ***** *******

  ID. ********

  Dear Ms. ************:

  This letter serves as Speedway LLC’s (“Speedway”) response to your correspondence received on April 18, 2022, regarding the above-captioned complaint. Please be advised that we diligently investigated *** ********* claim.

  Speedway is committed to providing its patrons with excellent customer service while operating in compliance with state laws and regulations. We appreciate your office bringing *** ********* claim to our attention.

  Please be advised that we have reached out to *** ******* and he advised the “issue” was resolved. Further, he was advised that he would have to contact his card carrier to discuss their terms and conditions to figure out why the card declined, as well as, any holds for funds placed.

  Please contact me if you have any questions or concerns that I have not addressed. If I do not hear back from you regarding this matter, I will assume that Speedway’s response is satisfactory to your office.

  Sincerely,

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

  Paralegal 

   

  Thank you,
  

  ********* ** ****** – ********* – Speedway LLC
  500 Speedway Drive, Enon, OH 45323
  ****** ************ * **** ************
  ****** *********************
  

*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. ↩