Complaints

• Initial Complaint

  01/08/2025

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  Thank you, BBB organization for providing a platform to resolve issues with companies who do not value loyal customers. I *** ***** used ****************** services for over 20 years from purchasing gasoline while traveling to buying products on a regular basis at different locations. December 26, 2024 was a typical morning around 7:30am I arrived at ************************************** to get items, gasoline. While walking to enter the front door of the location. I did not notice anything abnormal or dangerous while walking. Seconds later, I slipped, fell on my left kneecap, the impact was so hard. Customers around attempted to assist me. The fall was terrible and embarrassing. I held on to a customer car door handle to get my balance therefore, I can stand. I walked inside of the store in pain. I informed staff that the spot was slippery, dangerous. A staff member observed the area without a care or resolution in regards, to the area. Next the manager arrived, he was professional. He called QT Corporation to file a claim. The person on the other end of the call mentioned " they reviewed the video". The manager observed the dangerous area, said he saw "rainbow" that's a safety issue. We exchanged information. On January 1, 2025. I called ************* to follow up with my safety concerns. I left a voicemail asking for help. I received a phone call from *************, she too was professional, and provided next steps in regards, to the claim's person. ***** ***** claim # ******* and provided his direct # ************. I called ***** M on a few occasions, left voicemail messages without a return phone call from him. I have pictures of my injuries. I would like to express my concerns without litigation if possible. Thank you,*** *****

  Business response

  01/13/2025

  Good afternoon and thank you for allowing me the opportunity to respond to Ms. ******* concern.  

  I would like to apologize to Ms. ***** that we were not able to contact her in a more timely manner.  At QuikTrip we strive to provide the best customer service to our customers both in the stores and in the claim department.   

  Mr. ***** was able to speak with Ms. ***** via phone on January 9th and has since resolved her claim. 

  Please feel free to reach out with any additional questions or concerns. 

  *** *******

  Claim Manager

   

• Initial Complaint

  12/27/2024

  Complaint Type:

  Sales and Advertising Issues

  Status:

  Answered

  More info

  WE have had no access to an account that is supposed top provide services we cannot access and have been paying for. They advertise these services are covered in the fleet program for fuel , but for the last 6 months we have had no access to a password reset. Something very simple. We reached out to their THIRD PARTY company they use ,( NOT advertised on their site) called WEBX.. Filled out the appropriate paperwork and still no access or even a phone call back.

  Customer response

  12/31/2024

  We finally gained access to our account on 12/30/2024 with no help from QT who advertises they provide access to my drivers, gas used etc.. while signing up for the account . However, they have no control over the account at al nor do they advertise that another third party actually runs the fleet service. After countless hours and relentless effort on my part, we were able to hire an IT person to gain access. No responses from corp given ... no help, from our *** and no help from the third party they use after we did everything, they asked us to do .. Total negligence and false advertising. 

  Customer response

  01/02/2025

  We finally gained access to our account on 12/30/2024 with no help from QT who advertises they provide access to my drivers, gas used etc.. while signing up for the account . However, they have no control over the account at al nor do they advertise that another third party actually runs the fleet service. After countless hours and relentless effort on my part, we were able to hire an IT person to gain access. No responses from corp given ... no help, from our *** and no help from the third party they use after we did everything, they asked us to do .. Total negligence and false advertising. 

• Initial Complaint

  12/03/2024

  Complaint Type:

  Customer Service Issues

  Status:

  Answered

  More info

  I am writing to file a formal complaint regarding two recent experiences at QuikTrip in *******, **, and ***** SC - 72 ******* SC ***** poor service and unprofessional conduct, which I believe needs to be addressed by both management and customer service ***************************** (*******, SC) Experience:On my visit to QuikTrip, I encountered a manager named *****, who was rude, unprofessional, and exhibited a prejudiced attitude toward me. After I made a fuel purchase and alerted the cashier that the pump was placed incorrectly, ***** reacted with unnecessary hostility, swearing at me, and told me to call her office. When I called, I was transferred to ****, who was equally dismissive and unhelpful. His behavior mirrored that of *****, and another customer also noticed and commented on their unprofessionalism.I believe this behavior is not only unprofessional but also discriminatory, and I feel that it needs to be addressed seriously by QuikTrip's leadership. I am requesting an investigation into this matter and a resolution that includes proper staff training on professionalism, customer service, and diversity.

  Business response

  12/04/2024

  We did speak to the customer but were unable to gather additional information to assist with the transaction. We will follow up with the customer to address this.

  Business response

  12/04/2024

  We have contacted the customer regarding their concern. They informed us that **** and **** from our **************** are assisting them and that they are awaiting a refund. The customer provided Case #*******, which they mentioned was given to them by QuikTrip.

  Upon our follow-up, we were unable to find any records associated with the provided details or case number, nor any reference to **** or ****. When we requested additional details to investigate further, the customer declined, stating that all necessary information had already been shared, and that Corporate is handling the matter. At this point, we consider the complaint resolved.

  Please let us know if there is anything further, we can assist with regarding this case.

• Initial Complaint

  12/02/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  i pumped gas in #**** in ***********, ***** for $29.00 per online they only hold the amount while pumping gas but no I still have a pending transaction of $175.00 this was on thanksgiving day 11/28/2024 and i still have it pending went the whole weekend without groceries for my family called **** and they claim that QT has to release the hold not them.

  Business response

  12/02/2024

  Attempt was made on 12/2 to contact Miss ******* at the telephone number listed and a voicemail was left. The hold was placed by her bank not QuikTrip, we would be happy to connect her with our credit card department if any further issues arise.

• Initial Complaint

  11/13/2024

  Complaint Type:

  Delivery Issues

  Status:

  Answered

  More info

  On November 11, 2024, I placed an order for a sundae on the QT app. It kept telling me it didn't go through. But finally I got an email that it was placed. I picked up my order but did not receive the Jollytown reward for placing my order on the app. It would have been so much easier to place the order inside. I contacted customer service but they just blew me off. All I want is my reward that I earned.

  Business response

  11/14/2024

  Good afternoon,

  This customer's complaint has been resolved. We have contacted the customer and apologized for the inconvenience, and for not resolving this issue initially when the customer contacted our customer service. 

  Thank You!

• Initial Complaint

  09/24/2024

  Complaint Type:

  Customer Service Issues

  Status:

  Resolved

  More info

  Greetings QuikTrip Corporate Office,I am writing to bring an urgent matter to your attention regarding an unsettling incident that occurred this evening, September 21st, at approximately 9:45 PM EST, at your location on ********************************************************************************When I entered the women's restroom, there were two other female customers present, along with a Caucasian male employee cleaning the sink area. Once the other customers left, I was alone with the male employee in the restroom while I was in one of the stalls. To my great discomfort and concern, he proceeded to clean the adjacent stalls while I was still inside. His presence in the womens restroom during such a private moment made me feel extremely uneasy, anxious, and frankly, afraid.There were no signs or notifications indicating that the restroom was being cleaned or temporarily closed for maintenance. I have never experienced an incident like this in any establishment, let alone in a restroom where privacy and safety are paramount. It was mortifying and unsettling, and I was deeply concerned about being alone in an enclosed space with a male employee without prior warning.I believe this is a serious breach of customer safety and comfort, and I urge you to investigate this matter thoroughly. I understand the need for maintaining cleanliness, but the safety and well-being of your customers should always come first. At the very least, proper protocol should be followed, such as closing off restrooms during cleaning or ensuring that female staff members handle such tasks in the women's restroom.I would appreciate a prompt response regarding the steps QuikTrip will take to ensure that such incidents do not occur in the future. I value the brands commitment to service, and I hope this concern can be addressed swiftly.Thank you for your attention to this matter.

  Business response

  09/25/2024

  Good afternoon, 

  The details from this compliant were resolved on Monday, 09/23/2024. The Store Supervisor and Store Manager met with this employee and addressed the issue. We have contacted and satisfied the customers concern pertaining to this matter. 

  Thank you

   

  Customer response

  09/25/2024

  I have reviewed the business response and accept this resolution. 

• Initial Complaint

  09/10/2024

  Complaint Type:

  Product Issues

  Status:

  Resolved

  More info

  On May 11th 2024, I stopped at the QT location in ********, ** (****************) to pump gas. After filling up, I noticed a lump in my tire as I pulled off. Upon inspection, I found that my tire was covered in tar, making it nearly impossible to drive safely. The tar had hardened, and I almost had an accident trying to make it to the nearest tire shop.After getting my tire fixed (which cost me $181), I immediately reported the incident to the QT manager, who filed an incident report. ***** ****** was assigned to handle my case and I was assured that QT would refund me the $181 for the damage.However, despite their promise, I have yet to receive my refund. ***** ******, based in the Atlanta office, has stopped responding to my emails, and the lack of communication and follow-through has been extremely frustrating. The customer service I received was appalling, and ***** ****** has proven to be unreliable and *************** disappointed in QT for failing to resolve this issue, and Ive lost trust in their service. I just want the refund I was promised, but as of today, nothing has been resolved. Due to this experience, I will no longer be a QT customer.

  Business response

  09/25/2024

  Good Afternoon,

  This customer's complaint has been resolved. ****************** has mailed this customer a check for the vehicle repairs requested. Personnel Manager has reached out to the customer to apologize for the incident and lengthy response time.

  Thank You!

  Customer response

  10/30/2024

  I was able to get my money back, and I wanted to thank you for helping me get in touch with QT. I really appreciate your assistance!

• Initial Complaint

  08/02/2024

  Complaint Type:

  Billing Issues

  Status:

  Resolved

  More info

  I used my qtpay on 07/26 at quick trip in **********. They took the money out of my account then 3 days later sent it back to my bank, then the next day said that it was an unpaid balance. Its 2 charges, on is ***** and one is *****. There was never not money in that account to cover the purchase. It immediately came out of my account and for whatever reason they sent it back and then I get an email and a phone call saying they are charging me close to 170$ for return that they returned. My bank has no clue what has happened or how to go forward with it. Im not disputing the *****$ but the other 120$ is not my problem. That is a problem that occurred within qt and I will not pay it. I want this corrected immediately and if not I want this left on BBB to discredit this company. My bank is flabbergasted by this they dont even know how to approach the matter. I will gladly pay the ***** actually I already have but they need to fix this with the bank asap.

  Customer response

  08/03/2024

  Added photos are proof that payment processed and for whatever reason QiuckTrip refunded it back to my account then sent it to a collection agency (chkredi) as unpaid and I was charged a total of ****** for a purchase that successfully processed and then was refunded by quick trip through no fault of my own. 

  Business response

  08/08/2024

  Dear ***************,

  Thank you for letting us know about the problem you encountered at one of our QuikTrip locations using QT Pay. We would like to discuss this matter further with you over the phone to ensure we can get it resolved promptly. I will be reaching out to resolve the matter with you at the number provided, but please also feel free to contact me at any point at ************ or by email at ********************************** if you prefer. 

  Our commitment to keep our customers satisfaction is first on our list of responsibilities. You are a valued customer, and we will certainly do everything in our power to make your visits to our store more pleasant.

  
  Sincerely,
  

  *********************** | Personnel Manager
  QuikTrip RSN | **************************************************************************************
  ********************************** | P:************ | F: ************

  Customer response

  08/08/2024

  I have reviewed the business response and accept this resolution. I would also like to add that they took care of the problem Very professionally and they also done it ASAP

• Initial Complaint

  08/01/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  So like most, my family gets gasoline at QuikTrip. We pay inside at the checkout counter, we pay $40 for gas everytime. We have now noticed that when we pay, they have taken the extra money. The gas we actually end up getting is about $35 worth of gas and this has been happening for months so they've stolen upwards of maybe $100 from us just from that overpayment.

  Business response

  08/07/2024

  We have reached out to this customer, and they currently have $26.99 of unclaimed gas that was recorded at the store. The customer didn't understand that they needed to come back into the store and manually have the money credited to their card. We are sending a customer a check in the mail as it was inconvenient for them to return to the store. 

  Customer response

  08/07/2024

  I have reviewed the business response and accept this resolution. 

• Initial Complaint

  06/17/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  I ordered a sub from this QuikTrip store online at about 11:48 a.m. on 6/14/24. When I entered the store to pick it up at about the time I was to pick it up, the girl had not even started to make it yet. I stood around and waited until she made it. When I ordered it, I ordered the sub toasted, and she didn't toast it.

  Business response

  06/21/2024

  Thank you for taking the time to make us aware of the customer experience and service at our ********, ** location.  At QuikTrip, we strive every day to provide our customers with quality products and services at fair prices as well as the most professional, well-trained employees anywhere.  
  
  I have asked the Area Supervisor to follow up with the employee and ensure they receive retraining.  This is a valued customer, and we certainly plan to do everything in our power to ensure future visits to our stores are pleasant with fast and friendly service. The Store Manager of this location has already reached out to the customer and issued a refund for the purchase and apologized for the inconvenience.
  
  We have worked hard to bring a whole new dimension of convenience stores to our communities.  We appreciate the communication and hope to deliver the quality service and products our customers have come to expect from ******************.
  

  Sincerely,

  *********************** | Personnel Manager
  QuikTrip RSN | ****************************************; 76039
  ********************************** | P:************ | F: ************

  Customer response

  06/22/2024

  I have reviewed the business response and accept this resolution. 

*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. ↩