Complaints

• Initial Complaint

  08/21/2023

  Complaint Type:

  Sales and Advertising Issues

  Status:

  Resolved

  More info

  On Friday 7/28/23 at approximately 3:15 PM I entered the office of my local Shell station, as I have many times before, at ****************************************** and requested $30.00 worth of gasoline from pump #4. I produced my *********** rewards card with the cash and handed both to the attendant who scanned my card. The attendant stated that I had $1.00 off a gallon. Upon arriving at pump #4 I began pumping, to my surprise the price at the pump was $4.69, the same price as without a reward. I immediately stopped pumping the gas and returned back to the office to tell the attendant. He came out to the pump and stated that he didn't know why it happened. He further stated "I did everything right". He gave a lot of excuses about the problem, such as his boss would be arriving very late, or he would have to pay out of his own pocket. I reminded him that I was a frequent customer and he replied "I know" but gave no resolution to the problem whatsoever. I pumped $11.00 and change and demanded the balance of the $30.00 be returned, which he did. I now lost the points on my rewards card for this transaction beside paying full price for gas I did pump, although I was *********** a discount which I received from shopping at *********** at great expense. We are retired and watch every ***** we spend. Please investigate this matter and get back to me.Thank you *************************

  Business response

  08/25/2023

  Please see attachment. 

  Customer response

  08/26/2023

  I am rejecting this response because: The BBB e-mailed me a response from **********************. I don't know of this company, I sent a letter to Excentus Corp. at ***************************** Suite 400 ****** ***** *****, which I believed to be Shell. The letter included the account number of the ******************** program (#** ********** 5).  I also e-mailed a complaint to Stop & Shop, which as of yet have not heard back from. Whoever this PDI is, they are incorrect shifting blame to Stop & Shop. As the original complaint stated the problem originated at the Shell station. Perhaps someone from PDI should contact Stop & Shop to say OPPS we lost this customers points.

  Thank you

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

  Business response

  08/31/2023

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

  
  The Fuel Rewards program is owned by Excentus Corporation, and PDI ************* **** owns Excentus Corporation,hence the response from PDI ************* **** Shell is the redemption partner for the Fuel Rewards program, and Fuel Rewards is not responsible for employees or workers on site at Shell stations. If ********************** has a specific complaint about an employee, ********************** would need to reach out to Shell or the specific site owner to address this issue.

  
  As stated in our last response, Fuel Rewards ****** Services was unable to find a Fuel Rewards account that matched the information provided with Mr. ********** Complaint.

  
  Again,****** Services recommends that he reaches out to Stop and Shop by calling ************** . 

  Customer response

  09/05/2023

  I reached out to Stop & Shop via phone after not receiving any communication from them,via email.  They have agreed to reinstate our lost points with additional points for our trouble. I would like to thank the BBB for their help.

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

  Complaint #********

  Customer response

  09/15/2023

  I have reviewed the business response and accept this resolution. 

  I reached out to Stop & Shop via phone after not receiving any communication from them,via email.  They have agreed to reinstate our lost points with additional points for our trouble. I would like to thank the BBB for their help.

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

  Complaint #********

*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. ↩