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Business Profile

Gas Station

Phillips 66

Headquarters

This business is NOT BBB Accredited.

Find BBB Accredited Businesses in Gas Station.

Complaints

This profile includes complaints for Phillips 66's headquarters and its corporate-owned locations. To view all corporate locations, see

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Phillips 66 has 61 locations, listed below.

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    Customer Complaints Summary

    • 28 total complaints in the last 3 years.
    • 4 complaints closed in the last 12 months.

    If you've experienced an issue

    Submit a Complaint

    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.

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    Complaint status

    Complaint type

    • Initial Complaint

      Date:03/26/2025

      Type:Service or Repair Issues
      Status:
      Unanswered
      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.
      Since my husband passed away February 11th 2024 I have been trying to get his Phillips 66 company account put into my name and the last check that was issued on April 18th 2024 in his name that was never cashed reissued into my name in the amount of ******. I have submitted all the papers that were required the death certificate marriage license both of our IDs both of our social security cards an affidavit of heirship and appointment of personal representative of my husband's estate and letters of administration. Therefore I don't know what else remains I was promised that I would be sent a check in my name replacing the one that was sent in April and that Phillips 66 company had received all of the paperwork necessary to move forward and since then I can't get any word back from Phillips 66 company at this point.

    • Initial Complaint

      Date:08/29/2024

      Type:Product Issues
      Status:
      Unanswered
      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 July 3rd, 2024, at 9:18:42 PM, I purchased "Night Time SoftGels Multi-Symptom ********** Medicine" from the Phillips 66 store located at *******************************************************************, while I was on a trip and passing through the area. Unfortunately, upon inspection, I discovered that the product had expired in March 2024, rendering it *********** the store is far away from my home, it is not feasible for me to return to the store to resolve this issue. Furthermore, I believe it is unreasonable to expect me to make an additional trip to the store to rectify a problem that was caused by Phillips 66's own carelessness.Despite my efforts to report this issue, I have not received any response or resolution from Phillips 66. My attempts to contact the company include:1. Filing complaints on the Phillips 66 website on July 11th (case #******** and #********)2. Sending an email to **************** on July 20th 3. Calling customer service at ************ on August 1st and August 28th It has been over a month since my initial complaint, and I am still waiting for a response or resolution to this issue. I am extremely disappointed in the lack of customer service and attention to this matter.I request that Phillips 66 takes immediate action to address this issue, including providing a refund for the expired product and ensuring that their stores are not selling expired products to customers. I also expect a formal response and apology for the inconvenience and frustration caused by their lack of response.

    • Initial Complaint

      Date:05/13/2024

      Type:Billing Issues
      Status:
      Answered
      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 visited this business may 2 ND 2024 around 440 am. I went to pump number five to get gasoline I inserted my debit card and put in my pin number as instructed the screen went back to the main menu did not say select grade or anything services were never rendered using the card. I approached the cashier named ****** she said my card was declined .I advised her there was money on the card I went to the car to check my phone where I saw the gas station attempted to hold 150 dollars and it didn't go thru so then it took 83 dollars from my account it's day three and I still don't have my money it never opened the pump and I never got gas using my card I used cash where is my money ? These are bad business practices! I understand a authorization hold but this took money outright from my account with ZERO GASOLINE please help me the bank told me contact the merchant the merchant told me contact the bank the manager named Max told me it will return to me meanwhile how many other people has this happened to please help me get my money and look into this business right away

      Business Response

      Date: 05/14/2024

      Thank you for contacting Phillips 66 Company regarding your experience at the station. The transaction you are looking at is a preauthorization/temporary hold placed on your account by the card merchant that issued your card, such as ***** Discover, MasterCard, etc. This is a common practice by financial institutions since they must authorize the card without knowing how much fuel you will be purchasing. This practice of placing a "hold" on the account for the "up to the amount" you might spend is a function your financial institution has chosen to utilize and is not a process of the Phillips 66 Company payment network.

      *Please note that ************ cards may take up to 7-10 business days to release due to their own recent changes in debit policies.

      The industry norm is that these holds normally drop off after a 24-to-72 hour period. You would need to contact your financial institution to understand how they treat preauthorization transactions. If this transaction has not dropped off your account after the ******* period, please contact our Credit Card Accounting Unit at **************, Monday - Friday, 8am - 5pm Central Time, and we will attempt to work with you and your financial institution to get the hold resolved.

      Thank you for giving Phillips 66 Company the opportunity to review this matter and we apologize for any inconvenience this situation may have caused. We value your business and hope you will provide Phillips 66 Company with future opportunities to serve you.

    • Initial Complaint

      Date:04/30/2024

      Type:Product Issues
      Status:
      Answered
      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.
      Filled up my gas tank and made it about a mile down the road before my car broke down, turns out gas was 90% water, have tow and repair bills adding up fo about $1100

      Business Response

      Date: 05/01/2024

      There is no address listed.  We cannot respond to this complaint. 

       

       

      Customer Answer

      Date: 05/03/2024

      Better Business Bureau:

      I have reviewed the response made by the business in reference to complaint ID ********, and have determined that this proposed action would not resolve my 
      Conoco gas station

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

      medford ny


      Regards,


       


      Business Response

      Date: 05/06/2024

      The consumer currently has two separate cases open with us.  We are waiting on her to return the required documents that were sent to her. 

      Customer Answer

      Date: 05/09/2024

      Better Business Bureau:

      I have reviewed the response made by the business in reference to complaint ID ********, and have determined that this proposed action would not resolve my complaint.  

      [Provide details of why you are not satisfied with this resolution.]

      Regards,


       

      Customer Answer

      Date: 05/17/2024

      Better Business Bureau:

      I have reviewed the response made by the business in reference to complaint ID ********, and have determined that this proposed action would not resolve my complaint.  

      [Provide details of why you are not satisfied with this resolution.]

      Regards,


       

    • Initial Complaint

      Date:04/12/2024

      Type:Product Issues
      Status:
      Resolved
      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 gas station at ************************************** is committing outright fraud and stealing from customers. I purchased gas at pump 10 on 3/9 around 10:15 a.m. and the total was about $64. I then was charged $87.74. I have never paid this much for gas. I called the gas station about this incorrect charge and the first explanation was that they charge a little more and then the excess charge "drops off". The charge did not go away. I called a second time to ask for a refund and was told I purchased 18 gallons of gas. This is impossible since my car has a 15.8 gallon tank and I explained this to the clerk and his supervisor, ****. They absolutely refused to refund me.This is fraud, plain and simple. I demand a refund and that the fraudulent and deceitful business practices at this 76 station be investigated. I will never purchase gas at any 76 station again for fear they will rip me off again.

      Business Response

      Date: 04/06/2024

      Resolution was reached with consumer.

    • Initial Complaint

      Date:03/22/2024

      Type:Product Issues
      Status:
      Unanswered
      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.
      To whom it may concern, my issue occurred on 5/23 regarding my sixth, and final, attempt to reach a supervisor at Phillips 66s ************************ My initial reason for calling was due to a malfunctioning service pump at Union 76 location1201 ********************************************** in me receiving a lower grade octane of gas than my car requires. Its important to note: this situation occurred back on 9/27/22; however, I was finally offered a refund on 11/23/22. After confirming my arrival date with both customer support and the ******** location, I attempted to pick up the refund and was stopped by the station clerk, who said she couldn't authorize the refund without the station manager present and that because I missed him, the refund transaction has now expired, and would need to be reactivated. As I stated earlier, I had already confirmed my arrival date with a customer support manager, who spoke with the gas station's office, so why did he need to be present, and why wasnt I made aware of this during our confirmation discussion. In an attempt to report the latter incident, I followed up with the Phillips 66 customer support center a total of three times, from 12/2022 until 5/23, and was told each time that a supervisor would get back with me; I never heard back, and my situation is still unresolved.Ive been a 76 member for 30 years, buying gas from them exclusively. Im upset with the way my situation has been handled. If ******* 66 wishes to salvage our relationship, Im asking that my original request, for a full refund of $40, be honored. At this point, I should be asking for more, like a complimentary gift ****** behalf of ******* 66for the trouble caused by both the customer service team and the ******** location, but Ill leave it up to them to do what they feel is right in this circumstance.Attached is my account in further detail, my bank statement of the initial transaction, and my engine manual (with the octane requirement).

    • Initial Complaint

      Date:03/15/2024

      Type:Service or Repair Issues
      Status:
      Unanswered
      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 was scammed at the Conoco gas station ********************************* This is mot the first issue, but the straw that broke the camels back. I stopped in there a few weeks ago for a pack of cigarettes with cash. I was charged $13.27, and when I questioned, it was told it was a new tax hike.. so I didn't worry about it at the ******** hadn't thought much about it until today when I stopped in for a pack and used my card. I was charged what I'm used to paying - $11.08. ?????? W....T....F.... So the guy a few weeks ago scammed me and literally stole $2.19 from me.. yea, I know it's not much.. but how many others has he done this, too? A couple of bucks here and there add up. The company headquarters need to be aware of this and needs to address the shady workings of one of their Gas stations. I'm including today's recipt but unfortunately don't have one for the cash transaction.

    • Initial Complaint

      Date:02/09/2024

      Type:Product Issues
      Status:
      Unanswered
      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.
      Location: H3336**30303033383236H Value Market Express, ************** & **********, *******, IN ***** I bought some tobacco products and when I buy them from them, I go back home, open my product and it doesn&#**;t work. I go back to exchange it but I am not allowed to exchange it. They say that I have to open the product and try it in the store in order to get an exchange. The owner is never here. They put the same product back on the shelf to sell to someone else. I want a refund if they are not willing to exchange it.

    • Initial Complaint

      Date:02/05/2024

      Type:Product Issues
      Status:
      Unanswered
      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 to a phillips 66 station and tried to pay at the pump with my debit card. The pump did not work. I went inside and the woman said that she would try to ring it up inside instead. She did and we put it down for $30. The pump still did not work. She told me that i would not be charged the 30 dollars since I received no gas. Today I not only have the $30 charge to my account but a second charge ofd $150. I called the station and they said they could do nothing about it and to call the corporate office. The corporate office said that they could do nothing about it.

    • Initial Complaint

      Date:01/24/2024

      Type:Billing Issues
      Status:
      Unanswered
      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.
      Using Conoco/76 mobile application to purchase gas where I have been a customer for a period of time. Using their application provides discount from the price displayed at the gas station. At times .05- .25 off/gallon. Their application has a wallet where you select the form of payment. Multiple options are available. One option is if you select a specific credit card you get 5% off the price of your purchase. The card that has this option is the ****************** where you get an additional 5% off the price of a gallon. Conoco has their own current promotion where they give .05 cent off!. 5% off per gallon is more. Using this historically I was under the impression i was getting 5% off not .05 off.Discovered it was .05 off not 5% off one time looking at my bill and doing the calculation. Contacted Conoco ************* and they said only .05 and just disregarded my inquiry. Reached out again and had to show them THEIR app wallet and they said it was the credit card company. I advised that this is their application and they are promoting this sale price and they should honor it and reimburse me all of my purchases for the *************** said they dont have visibility into this promotion as it is Conoco, so going back and forth.

    Phillips 66 is NOT a BBB Accredited Business.

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