Complaints

The complaint text that is displayed might not represent all complaints filed with BBB. 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.

• Initial Complaint

  Date:04/30/2025

  Type:Product Issues
  Status:

  ResolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  Complaint Description:I am filing this complaint against Shell and its Fuel Rewards program due to deceptive advertising practices related to a promotional offer that misled me into purchasing premium gasoline with the expectation of a discount I did not receive. Despite attempting to resolve the issue directly with Shell, their response was dismissive and failed to address the misleading nature of their communications, leaving me with a financial loss.Details of the Issue:In early 2025, I received a promotional email from Shells Fuel Rewards program titled EXTRA SAVINGS. The email stated, Earn an extra 20/gal. Fill up ONCE to earn extra rewards earn 20/gal* by filling up ONCE with Shell V-Power NiTRO+ Premium Gasoline. The email emphasized fill up ONCE twice in the main body, leading me to believe that a single fill-up of premium gasoline would earn me a 20/gal discount on my next purchase. The offer was set to expire on 4/30/2025.Based on this promise, I filled up my vehicle with 15 gallons of Shell V-Power NiTRO+ Premium Gasoline, which cost approximately 50/gal more than regular gasoline, at a total extra cost of $7.50. I expected to save $3 (20/gal on 15 gallons) on my next fill-up, as the email suggested.After my fill-up, I received a second email from Shell Fuel Rewards titled YOUVE EARNED AN EXTRA This email stated, Youve earned an extra 20/gal. Because you filled up with Shell V-Power NiTRO+ Premium Gasoline, youll save 20/gal* on a future fill! This confirmed my understanding that I had earned the discount, and it would apply to my next purchase.However, when I attempted to redeem the discount on my next fill-up, it did not apply. Upon reviewing the fine print, the terms stated that I needed to fuel two (2) times with at least ten (10) gallons of premium gasoline to qualify for the reward. This requirement directly contradicts the main messaging of both emails, which stated fill up ONCE and youve earned the discount.

  Business Response

  Date: 05/06/2025

  Hello ****** *****,
  According to our records, you reached out to the Fuel Rewards *************** Team regarding this concern. This issue was brought to our attention and corrected; however, it appeared your account was not corrected. I have corrected the issue, and our records show that your account was credited on 5/6/2025 for the missing rewards. 
  If you have any additional questions or concerns, we encourage you to reach out to *************** via email at ************************************** or by calling **************.
  Thank you,

   

   

  Customer Answer

  Date: 05/06/2025

  I have reviewed the business response and accept this resolution. 

• Initial Complaint

  Date:04/09/2025

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I went inside the shell gas station on ************************* and paid for gas. I stood there to enter my shell rewards phone number and the lady working there said oh I forgot and I already cashed it out, there is nothing I can do. I asked her to void the transaction which she did. She gave me back my money. I then asked her to re-ring it back up so I can put my shell rewards phone number in. She said sorry, I can not do that. This is not right why is shell offering me $.10 off a gallon but I can not use my rewards to get it

  Business Response

  Date: 04/14/2025

  Hello ********* ************,

  
   According to our records,  our records do not reflect that you have contacted our Fuel Rewards *************** team regarding this issue. Unfortunately, the Fuel Rewards program does not manage the Shell stations or the Pumps.
  We would recommend that you contact Shell customer care directly. We have provided their contact information below:
  ************** or *********************************************************************************************

  
  ******************** owns and operates the Fuel Rewards program, and Shell is the redemption partner for the Fuel Rewards program. The Fuel Rewards program does not determine the number of pumps at a participating Shell that provides access to the Fuel Rewards program. Ms. ************ would need to reach out to Shell or the specific site owner to address this issue. Similarly, Fuel Rewards is not responsible for employees or workers on site at Shell locations, and Ms. ************ would need to reach out to Shell or the specific site owner to address this issue.
  
  Thank you.

  We ask that this complaint be closed as this is related to a Shell station employee and how a transaction was processed and not the Fuel Rewards program.
  

• Initial Complaint

  Date:03/01/2025

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  This is *****, I know,but it's a matter of disrespect and harassment and this issue is all too common and happening more and more, when is there going to be enforced regulations? I signed up for shell fuel rewards and I specifically did NOT check the box asking if I want to receive promotional emails. Not even 24 hrs later I already have garbage marketing emails from them. I emailed their support asking why I'm receiving these emails when I did NOT sign up for them, no one answered my question, just gave me info on how to update my email preferences. So I've emailed them like 6 more times asking the same question over n over and no one will explain to me why they're disrespecting my wishes and bombarding me with garbage. It's harassment, when I'm saying I do not want to receive these communications, and they completely ignore that and sends me the emails anyway. That's complete disrespect. Why do they even ask or make it an option if they don't care what you say and are going to harass you anyway? That's even worse! And everyone online is doing it. How is this not illegal? no one likes spam garbage email. NO ONE. How have we lost all control of our own boundaries? If I don't want spam calls or spam emails, it shouldn't be allowed for people to overstep boundaries and email you or call you when u are not giving permission to do so, let alone SELL your info against your will, knowledge, or authorization. How has this not been made illegal?!?!?! It's absolutely criminal! It is MY information, MY inbox, MY email, MY phone number so how is it legally allowed for someone to buy it or obtain it or abuse it against my will? That's forcing their solicitations upon me, and I thought solicitation is ilegal? Why is no one pursuing legal penalties for these actions in behalf of ALL PEOPLE? ENOUGH IS ENOUGH! THIS IS OUT OF CONTROL!!!!!!!! Especially the fact that it's mostly being used to scam and trick people, it's thievery. And it's being allowed? Dont u see the flaws in this?

  Business Response

  Date: 03/03/2025

  Hello Ms. ******* ******,

  According to our records, you contacted our Fuel Rewards *************** team on February 28, 2025 and we advise on how to change your preference. Our records show that you were opted out of Promotional Emails. You will still receive emails regarding setting up your account and being a new member.

  If you have any additional questions or concerns, we encourage you to reach out to *************** via email at ************************************** or by calling **************.

  
  We request this complaint be marked as resolved.

  Thank you

  Fuel Rewards Member Support

• Initial Complaint

  Date:02/07/2025

  Type:Service or Repair Issues
  Status:

  ResolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  The local shell station in ********** DE has continued to take my money over the last few months for car washes yet when go to use the car wash it is constantly down/broken. I purchased 11 car washes when buying gas so I could receive a gas discount. I have 11 washes I have been unable to use. I wish to have a refund. I emailed Shell on Jan 24th. It stated I would receive a response within 5 days but nothing. I phoned my shell credit card customer service Feb 5th they stated I would be receiving a response via email the next day. But yet again nothing. I need my money back the gas station/Shell is unable to provide the service they have charged me for.

  Business Response

  Date: 02/12/2025

  The Fuel Rewards program is not responsible for the car wash at fuel stations, and Ms. ******* *****, would need to reach out to that stations customer service or the specific site owner to address this issue.
  In conclusion, this complaint is not related to the Fuel Rewards program.  Although Fuel Rewards ****** Services understands Ms. ****** frustration, we are unable to provide any remedies. We recommend Ms. ***** either contact the stations customer service or the specific site owner to address the car wash and request a refund.

  
  Here is Shell ****************  number so you can reach them directly, ************** M-F 7:00 am - 8:00 pm CST
  We would ask that this complaint be closed as soon as possible as it is not related to the Fuel Rewards program.

  Customer Answer

  Date: 02/12/2025

  I have reviewed the business response and accept this resolution. I have opened another case hoping this time I have the correct Department for Shell. 

• Initial Complaint

  Date:02/04/2025

  Type:Billing Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  On Sept 22 2024, My husband was in hospital and I forgot to make payment of $150.00 for that month's purchases. When I realized I missed it (the next day) I made the payment and spoke with someone at Shell who removed the late fee of $29.00 and interest of $4.97, so my account balance was ****** I received my next bill due in Oct the Sept charges had been removed but there was a new charge of $3.64 that appeared, which was interest charged on removed Sept fees. How can they charge me interest on what was a 0 balance after fees were removed. Again I paid purchases in full, called shell and they removed interest charge and assured me it would not appear again. Spoke with Supervisor **** **** # ********(9 or 0), and Aiden **** 764023).November same issue, again paid in full new charges and called. Again assured it would be taken care of.December and January same issues, fees removed and new ones added on. On 12/4/24 spoke with *** in *********. He didn't have an ID and said that everything was previously done correctly to permanently remove fees and would further look into it. Never heard back from ******* in February, after removing interest for the last 5 months, assuring me it will be taken care of, they are adding late charges with the fees. Also spoke to a Mr. ****** at one point and last communication ***** spoke to a ***resentative and supervisor (names I cannot find) but both told me I would have to pay the interest to clear up what was going on. I told them I WILL NOT pay the interest and to cancel card. Just received automated message from Shell lookin for their fees. Tired of calling back, getting a *** is ****, and after so many years of having this card if they can't fix it, I don't want it. As of today, I have paid all purchases to date, but I absolutely will not pay their fees and again told them to cancel card. Why can't something be done about these credit card companies, they are legalized loan sharks.

  Customer Answer

  Date: 02/04/2025

  This complaint is not against the rewards program.  It is against my Shell credit card.

  Business Response

  Date: 02/05/2025

  The Fuel Rewards program is not responsible for the billing of Shell Credit cards. Ms. ****** would need to reach out to the issuer of her credit card regarding this matter.
  In conclusion, this complaint is not related to the Fuel Rewards program.  Although Fuel Rewards ****** Services understands Ms. ****** frustration, we are unable to provide any remedies. We recommend Ms. ***** contact the issuer of the Shell credit card she has.
  We request that this BBB complaint be closed as this is not related to the Fuel Rewards Program.

• Initial Complaint

  Date:02/01/2025

  Type:Billing Issues
  Status:

  ResolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  Went to Shell on ************************************************************************* #*********** @01-23-2025 13:**:00 Used credit card with fuel rewards (-6 gallon.)Fuel was $4.05 and pump said $3.99 while pumping. Says on the pump cash - credit same price.Was charged PUMP #7 Fuel Type VPOWER CR #** Gallons ****** Price/Gal $4.059 <

  Business Response

  Date: 02/05/2025

  Hello Mr. ******* *****,
  
  According to the Fuel Rewards records,  our records reflect that you have contacted our Fuel Rewards *************** team regarding this issue and were advise to contact Shell regarding the amount charged. Our records also reflect that your transaction on 1/23/2025, shows that the retail price per gallon before discount was $4.059  for v-power, and after discount you paid $3.999 per gallon. Our records also reflected you made a donation to St.Jude Children's Research for $0.97.
  
  If you have any additional questions or concerns about your Fuel Rewards account, we encourage you to reach out to *************** via email at ************************************** or by calling **************.
  
  Thank you,

  Customer Answer

  Date: 02/05/2025

  I have reviewed the business response and accept this resolution. 

• Initial Complaint

  Date:11/29/2024

  Type:Billing Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  The Shell Fuel Rewards program offers dining benefits by linking a credit card to those benefits. However, I've called 2 times and received troubleshooting options to try and get my credit card linked to the dining benefits to no avail. Also, they force users to download their app to make any payment card changes. Their website directs those to download the app to make any card changes as those options are no available on their website? How can that be? I've never experienced an app-only option to handle payment card activity. They offer this for MC, ***** ********, ****. I've been trying to activate my **** and the representative told me to try a different card (which I did not want to). If the **** didn't work, why would any othe credit provider work? Bottom line, they offer services that they are unable to render and they force their app on users to perform specific activities. I would like to be able to activate my **** to their dining benefits. Lastly, no representative could activite the benefit on my behalf as they have no manual overide system in place. They hide behind the excuse about some credit card protection mumbo jumbo. Really frustrating a process that should be super simple and easy turned out be a massive headache to the point where I'm filing a complaint to the BBB. Thank you!

  Business Response

  Date: 12/05/2024

  Hello Mr. **** ********,
  
  According to our records, our records do reflect that you have contacted our Fuel Rewards *************** team regarding this issue. There are some features of our program that are available via our mobile app and not our website, like linking payment cards. For security of your account, there are some functions that can only be completed by the member. Our records also reflect that on 12/5/2024, you spoke with Fuel Rewards and were able to resolve this issue.
  
  We would ask BBB to close this complaint as resolved.  
  
  Regards,
  Fuel Rewards ***************

• Initial Complaint

  Date:11/17/2024

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  Not receiving in-store rewards for for purchase

  Business Response

  Date: 11/18/2024

  Hello ********* ********
  
  According to our records,  our records reflect that you have contacted our Fuel Rewards *************** team regarding this issue. Our records also reflect that your account was adjusted for the missing rewards on 11/18/2024.
  
  If you have any additional questions or concerns about your Fuel Rewards account, we encourage you to reach out to *************** via email at ************************************** or by calling **************.
  
  Thank you,

• Initial Complaint

  Date:11/04/2024

  Type:Service or Repair Issues
  Status:

  ResolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I spoke to several people in regard to a gift card that I won in a sweepstakes from Shell Fuel Rewards sweepstakes. First I didn't even receive it & had to contact several times to get it resolved. Then, when I finally did get it, it wasn't working to purchase things online & when I went to use it in store, it said the link expired, even though the card is not supposed to expire. I called Shell customer service & was told to call ******************** Fuel ********************. The person at Shell Fuel Rewards told me to call Shell customer service. I told them I had already done that. Finally they told me that it would be forwarded to the Fuel Rewards support ************* take care of it. The support team emailed saying to contact ****. I called back to let them know **** cannot help without the card number, which I don't have & Fuel Rewards wouldn't provide me with the number. I can't access it because the link in the email that was sent to me doesn't work. Fuel Rewards again referred me to Shell customer service, who can't help, which I explained again. This representative was very rude & told me that I didn't win, but only thought I did. This is obviously untrue, since the email literally tells me I have a gift card & click the link to access it. I asked for a supervisor & was told there wasn't one, but only a team lead. So, I asked to speak to a team lead. To that, he told me that he is one, but he didn't mention that before. Then he offered to connect me to a supervisor, which he had originally said was unavailable. I waited on hold 20 minutes, only to be connected with another team lead. I asked that person if there was a *************** told me none were in at the time, so the first guy lied. I forwarded the email saying I won to customer support & was given the same response to contact Shell. I emailed back explaining the whole thing again & received no response. Shell clearly has no interest in providing good customer service. Here's the reference number for the incident: ********.

  Business Response

  Date: 11/07/2024

  Hello Ms. *************************** to our records, our records show that you have contacted our Fuel Rewards *************** team regarding this issue. Our records show that you should have received an email on 11/7/2024, with the link to your gift card.
  If you have any additional questions or concerns about your Fuel Rewards account, we encourage you to reach out to *************** via email at ************************************** or by calling **************.
  Thank you.

  
  Regards,
  Fuel Rewards ***************
  
  
  Since the member received the Gift card link to access her gift card we request that this complaint be marked as resolved.

  Customer Answer

  Date: 11/08/2024

  I did receive the email, presumably because they were contacted by you, since they had not responded to my emails and had been bouncing me around whenever I called. I am accepting their response because I see there is a link to a gift card. Unfortunately, I cannot be sure that there is actually money on it. Therefore, since I have not used it yet, I am accepting this response with trust that there is actually money on the gift card and it will be able to be used when I go to a store. However, I would like to point out that they never apologized for all this inconvenience, their employees rudeness and incompetence, or offered me anything extra as an apology. I am disappointed about that since I, and my whole family, have been loyal customers for years.

• Initial Complaint

  Date:09/23/2024

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I usually use shell S pay for filling up gas and this one day i did the same , pay at pump and it did accept the payment and I filled the gas too . Then I figured that there less amount in my account than what it tried to clear . I immideatly called shell and informed them that I am ready to pay but they said it does not allow them and the transaction has already been sent for collection . Why would you not retry the transaction again before sending it to collection ? Or try contacting me before to get it fixed ? You automatically send it for collection on your first clearance failure and then add a 50 dollar fee for collection . This is insane ! I pumped for 53 and now I have to pay double all just because I was a loyal customer ? I fill up 5 times a month and this is what I get in return ? I am expecting a complete refund of the collection fee that I have payed .

  Business Response

  Date: 09/24/2024

  Hello,

  The Fuel Rewards program is not responsible for payment of the transaction at the fuel stations, ********** *********** would need to reach out to that Shells customer service which we have listed below:
  Shell **************** **************
  
  In conclusion, this complaint is not related to the Fuel Rewards program.  Although Fuel Rewards  Member Services understands ********** Pandiarajans frustration, we are unable to provide any remedies. We recommend ********** *********** contact the Shells ****************.
  
  Thank you