ComplaintsforExxon Mobil Corporation (Corporate Office)
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Complaint Details
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Initial Complaint
06/03/2024
- Complaint Type:
- Service or Repair Issues
- Status:
- Resolved
I been complaining about this issue for months. The Exxon Gas Station #***, located in ******************************************. They never have paper in the pumps so you always have to walk inside which is not accessible and convenient, it is not safe and when we have rainy days is horrible to go to the process to obtain a receipt. I have addressed this issue with the ladies working there and all you get is a shoulder shrug or an eye roll. They are too busy on their phones or Tablets even to get up and take care of the customers. I have witnessed few customers screaming at them for taking their time to go to the window to take payment but they just don't care. Maybe the owner or manager is not aware of this, but it needs to be corrected. On Friday May 31 around 8:00 pm I tried to get gas and as usual no paper, the front door was locked with no sign when she or he will be back. This is not a good image for Exxon. If someone get mugged while walking from the pump to the building wonder who is going to be liable?Business response
06/06/2024
To whom it may concern,
Thank you for taking the time to contact the office of *************************, Chairman and Chief Executive Officer of ExxonMobil, with your concerns regarding the experience ***************************** had with Exxon Mobil station. I have been asked to respond on ************** behalf.
****************** pointed out that the pump doesn't have paper, so you need to go inside the store to pay. He also mentioned that staff at the site are often preoccupied with their tasks, making it difficult for them to assist customers promptly. We forwarded his concern to the relevant team responsible for looking into the matter. They will thoroughly investigate the issue raised. We also tried to contact the consumer via phone but a digit was missing. Advised the consumer to contact us directly at **************.
As a valued customer, we hope to see you soon at an ********************** or ********************** branded station near you.
Customer response
06/10/2024
I have not heard from the business and furthermore they haven't done anything to solve this issue.Saturday June 8 it was raining very heavy in the afternoon, again went to get gas and NO PAPER IN THE PUMP. Due to the heavy rain the customers were unable to walk to the facility. We need to have receipts every time we pump gas in order to turn them to the office. It is unreal that they are so lazy that they cannot put the paper roll in the pump when the employees are always sitting on their hands. Very frustrating. You can reach me at ************ or *************
Initial Complaint
05/29/2024
- Complaint Type:
- Customer Service Issues
- Status:
- Answered
Date of Transaction: 4/27/24 Claim # : ********, ******** Seven Eleven = *********************************Purchase bad gasoline. Multiple attempts made to obtain contact info regarding management/ownership of the gas station. and how to file a claim. I was advised not contact the store again. Seven Eleven Corporate is referred me to ExxonMobile because they do not own the gas pumps, ExxonMobil is the owner.ExxonMobil collected the information, and advised they will vontact me, fast forward approximately a month later, ExxonMobil is giving me the run around, I had to report a second claim because they didn't have the 1st claim. Which is false because how did I get this Claim# ********?Business response
06/03/2024
To whom it may concern,
Thank you for taking the time to contact the office of *************************, Chairman and Chief Executive Officer of ExxonMobil, with your concerns regarding the experience ************************* had with Exxon Mobil station. I have been asked to respond on ************** behalf.
******* mentioned that her vehicle was damaged because of fuel contamination, and according to your mechanic, it was caused by bad gas and water contamination. We forwarded her concern to the relevant team responsible for looking into the matter. They will thoroughly investigate the issue you raised. We also tried to contact the consumer via phone however was unable to connect. Advised the consumer to contact us directly at 1-************.
To share your experience for the ExxonMobil ************* representative you had interacted with, please participate in the short email survey after this so that we can improve. Thank you
As a valued customer, we hope to see you soon at an ********************** or ********************** branded station near you.
Customer response
06/07/2024
I am rejecting this response because: Calling the customer service is not productive.Business response
06/14/2024
BBB,
I tried calling the customer again to update about the status of the complaint but routed to VM again. I will notify the site to follow up with the customer.
Initial Complaint
05/27/2024
- Complaint Type:
- Product Issues
- Status:
- Answered
I went to Exxon mobile, used the app in order to put $10 in my tank, without my authorization Exxon charged a $75 pending transaction on my account which caused me to immediately overdraft my checking account which caused the gas pump to cut of at a little over $6 instead of the the $10 that I desperately needed to be able to get home. I contacted my bank and they said that its in the merchants power to drop that $75 hold. This is the resolution I want, the immediate drop of that hold.Business response
06/03/2024
To whom it may concern,
Thank you for taking the time to contact the office of *************************, Chairman and Chief Executive Officer of ExxonMobil, with your concerns regarding the experience ********************************* had with Exxon Mobil station. I have been asked to respond on ************** behalf.
********************************* mentioned that she went to one our gas station and use the app to fill her vehicle with $10.00 fuel, then she got a pending charged amounting to $75.00 which caused her to overdraft her checking account. She contacted the bank and was advised that its in the merchant power to drop the pending $75.00.
Consumer care contacted the consumer but she prefers to get an email regarding this matter since she is currently at work. We sent email instead explaining how pre authorization hold work. Exxon Mobil establish the hold amount to protect consumers against fraudulent activity. Also, duration of the hold on consumers account is determined by her financial institution and typically released within 3 to 5 business days; however, some card issuing companies may take longer to do so.
Initial Complaint
05/22/2024
- Complaint Type:
- Service or Repair Issues
- Status:
- Resolved
Good morning, I wanted to report concerns about the garbage that was scattered around the premises last week on Sunday May 12th at around 10am when I went in to pay for gas at the Exxon gas station located at **********************************************. There was an overflow of trash scattered all around the vehicles and gas pumps. I felt very uneasy about this and didn't want to say anything to any of the employees who covered the shift that day and because I didn't see a manager. The scattered garbage serves as a health hazard for me and for other customers walking in and out of that establishment. Is there anyway that the corporate office could address this issue regarding the garbage? Please feel free to reach out to me at ************ or email me at ********************** if you have any additional questions or concerns. Thanks, ***********************Business response
06/17/2024
To whom it may concern,
Thank you for taking the time to contact the office of *************************, Chairman and Chief Executive Officer of ExxonMobil, with your concerns regarding the experience *********************** had with Exxon Mobil station. I have been asked to respond on ************** behalf.
****** reported scattered garbage on sites premises. We forwarded his concern to the relevant team responsible for looking into the matter. I spoke to the customer and acknowledged his complaint and customer appreciated that I contacted him regarding this matter.
To share your experience for the ExxonMobil ************* representative you had interacted with, please participate in the short email survey after this so that we can improve. Thank you
As a valued customer, we hope to see you soon at an ********************** or ********************** branded station near you.
Customer response
06/17/2024
I have reviewed the business response and accept this resolution.Initial Complaint
05/05/2024
- Complaint Type:
- Billing Issues
- Status:
- Answered
Their listed price vs the paid price are always different. This place is predatory on most everything. .Business response
05/30/2024
To whom it may concern,
Thank you for taking the time to contact the office of *************************, Chairman and Chief Executive Officer of ExxonMobil, with your concerns regarding the experience ********************* had with Exxon Mobil station. I have been asked to respond on ************** behalf.
***** mentioned that price listed is different on the amount charged to him. We tried to contact the consumer via phone however was unable to connect. Advised the consumer to contact us directly at *************.
To share your experience for the ExxonMobil ************* representative you had interacted with, please participate in the short email survey after this so that we can improve. Thank you
As a valued customer, we hope to see you soon at an ********************** or ********************** branded station near you.
Initial Complaint
04/15/2024
- Complaint Type:
- Product Issues
- Status:
- Answered
Dear ***/*****,I hope this email finds you well. I am writing to bring to your attention an unfortunate incident regarding three Esso gift cards I purchased, each valued at $100. Regrettably, all three cards were subject to fraudulent activities, resulting in the complete depletion of their balances.I reported this matter to ExxonMobil back in December under case number RITM11355749. However, despite my diligent efforts and repeated attempts to resolve the issue, I have yet to receive any satisfactory resolution or compensation for the losses incurred.Given the lack of progress in resolving this issue directly with ExxonMobil, I am now compelled to escalate the matter further. As a result, I am filing a claim with the Better Business Bureau (BBB) to seek assistance in obtaining a refund for the unauthorized charges made on the Esso gift cards.Enclosed with this email are all relevant documentation and communication pertaining to the fraudulent activity, including copies of the gift card receipts, transaction details, and correspondence with ExxonMobil.I trust that the BBB will facilitate a fair and timely resolution to this matter. I am hopeful that with your intervention, I will be able to recover the funds lost due to this unfortunate incident.Please do not hesitate to reach out to me if you require any further information or clarification regarding this claim. I sincerely appreciate your attention to this matter and look forward to a swift resolution.Thank you for your assistance.Warm regards,*****************Business response
05/21/2024
Hello. This issue was resolved April 17th when the customer was sent replacement digital gift cardsInitial Complaint
04/10/2024
- Complaint Type:
- Service or Repair Issues
- Status:
- Answered
The cashier didn't give me my items after paying with EBT card. Police are aware of this and know the money was taken off the card.Business response
05/21/2024
I tried calling the customer the customer multiple times, but all were successful. I will be sending email to the consumer instead to call us directly and provide further information about this complaint.Initial Complaint
04/05/2024
- Complaint Type:
- Product Issues
- Status:
- Answered
On the December 3rd I filled the tank up at the lavalette Exxon in ************* it amounted to $35.00 from my Chase account debit card. On December 26th the same charge showed up on my account and I got the proof of at the ********** took it out to him and they said they'd take care of it. It is still not been took care of and both charges were on the same date so they double charged ...please help with thisBusiness response
05/21/2024
We tried contacting the consumer multiple times regarding his complaints, but all were unsuccessful. We will be sending email to the consumer and advise to contact us directly and to provide further details about his complaints.Initial Complaint
04/02/2024
- Complaint Type:
- Product Issues
- Status:
- Answered
on friday 3:45 pm june 29th 2024 , i bought a nys lottery ticket . i won back $2.00 . i then again on saturday the 30th 2024 to cash it . as it was scanned by ***** the cleck it came back instant validation error . then ***** said i didnt buy it there . in which i said i did . as i continued to let him know to look at cameras , he continued to call me a lier . and berated me . on monday april 1st 2024 , i called nys lottery investigators . they are in the processed of in finding a reasonable conclusion . and i call mobile exxon headquarters , where i have a referance dispute number . they will let store know if any need to be done the cleck . nys lottery said this happen on tickets all the time . i shouldnt have been look at as a scam artist .Business response
07/01/2024
To whom it may concern,
Thank you for taking the time to contact the office of *************************, Chairman and Chief Executive Officer of ExxonMobil, with your concerns regarding the experience *************************** had with Exxon Mobil station. I have been asked to respond on ************** behalf.
******* shared his experience the behavior of the site staff when he attempted to claim his lottery prize. We forwarded his concern to the relevant team responsible for looking into the matter. I spoke to the customer and acknowledged his complaint and customer appreciated that I contacted him regarding this matter.
To share your experience for the ExxonMobil ************* representative you had interacted with, please participate in the short email survey after this so that we can improve. Thank you
As a valued customer, we hope to see you soon at an ********************** or ********************** branded station near you.
Initial Complaint
03/15/2024
- Complaint Type:
- Billing Issues
- Status:
- Answered
I purchased $10.00 worth of gas on March 6th. One March 7th I noticed they charged my account $******. I have contacted the bank they said there wasn't a hold on my account gas station received ****** out of my account. I needed to contact the gas station, which I have on 5 different occasions. They gave me nothing but excuses. **** saying it will be returned in 24 hrs then 48 hrs then ******************** there they said I had to call Exon. I did they said it takes 3 to 5 days to get refunded. I told them it's been 7 days. Then I talked to a supervisor at Exon he said ******** district manager would email me within 24 hrs about a resolution, that time line has come and gone. All I want is my money I'm owed. This has cost me a hardship of no money for groceries for over a week, not to mention hrs of time trying to get my money and many gallons of gas driving back and forth to the station for a refund. Please help!Business response
03/21/2024
To whom it may concern,
Thank you for taking the time to contact the office of *************************, Chairman and Chief Executive Officer of ExxonMobil, with your concerns regarding the overcharging issue experience of ************************* at one of the ExxonMobil station .
I have been asked to respond on ************** behalf.
We have received a response from the Branded Wholesaler stating that ***************************** was paid the whole amount of money back including the $10.00 she paid for the gas. She refused to show her bank account transactions to prove that she didnt get the money.
They have worked exhaustedly to contact the bank and customer would not want to share her card information to deep dive in to this case.
We hope to have addressed all the concerns.
Should you require additional information, please contact us at ************** (option 5).
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Contact Information
Customer Complaints Summary
114 total complaints in the last 3 years.
36 complaints closed in the last 12 months.