ComplaintsforExxon Mobil Corporation (Corporate Office)

Oil and Gas Exploration

View Business profile

Need to file a complaint?

BBB is here to help. We'll guide you through the process.

File a Complaint

Initial Complaint
03/10/2024
Complaint Type:
Service or Repair Issues
Status:
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.
Approximately one month ago, I purchased a best level car wash from this location. Upon entering the wash, I felt the machinery rock my vehicle more than usual (I have used this wash several times before with no issues). After driving approx 20 min to dry, the thought got to me . I needed to inspect my vehicle. After inspecting my car, I found new scratches front to rear conducive with their machines path. I reported it to staff that same night, and was told to come back and file a formal report the next day. I did so. And was told to expect a response within 48 hrs. That did not happen I had to call back and remind them. No big deal though. Management seemed receptive and understanding, eventually. We scheduled two meetings together after I called them. Which required me to change my work schedule, also not a big deal. The damage caused by their wash would require hundreds if not thousands to fix. So whats a couple hours well long story short, after changing my schedule and wasting my time, management informed me that my car is old and full of scratches, and theres no way their machine did this. My car may be old, its a 2014. But its paint was in very good condition prior to entering the car wash. The whole point of washing/waxing it in the first place the scratches came from their equipment! I AM LIVID. Their sign says they shall be responsible for paint damage 5 yrs or less and shall not be responsible for issues arising from unsecured objects. My car is over 5 yrs old but the paint issues described did not arise from unsecured objects. They were due to a malfunction of their equipment. If they do not wish to maintain their equipment properly, and wish to f*** anyone with a vehicle over 5 years old that might be subject to their poor maintenance, then say so. State it clearly. I wouldnt have purchased your wash had that been explicitly clear. From now on, this store has lost all my business. And I will advise all my neighbors to avoid you as well
Customer response
03/11/2024
Store #*** in ********* **
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 experience *********************** had with Exxon Mobil station. I have been asked to respond on ************** behalf.

*********************** visited the one of our gas station and had his carwash (address not indicated) then he noticed new scratched on his car and reported it to the station. He believed that the scratches was due to malfunction of the equipment. After talking to the management, he was advised that that it was not the machine that caused the scratches. He wants his car to be repaired as desired settlement.

Consumer Care tried to contact *********************** in order to apologize for the inconvenience and to provide resolution however was unable to connect. An e-mail was forwarded to the consumer stating that additional information is needed to assist him further, he was also advised to share his alternate contact number and most convenient to time reach him.

We hope to have addressed all the concerns.

Should you require additional information, please contact us at ************** (option 5).
Initial Complaint
03/05/2024
Complaint Type:
Service or Repair Issues
Status:
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.
Company is refusing to provide me with a W2 even tho I worked there. *** told them Im moved and all they have to say is its my problem and they wont provide another one for me.
Business response
03/13/2024
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 of ******************************* where he complained that he was unable to obtain the W2 form from the station where he used to work.

Consumer Care reached out to ********* and apologized for the inconvenience, he told us that the issue has been resolved as he was able to obtain the W2 form.

We hope to have resolved the concern.

Should you require additional information, please contact us at ************** (option 5).
Initial Complaint
02/28/2024
Complaint Type:
Product Issues
Status:
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.
Exxon Mobil Rewards sent me an email saying "Earn $20 in bonus points on your next fuel purchase of ten gallons or more when you us the Exxon Mobil Reward+ app to pay" I dont know about the Exxon Mobil app or how to "pay for gas through there app. I purchased the over 10 gallons of gas at a Exxon maybe 10 miles away from where I live.There is no supervisor or member of management that I can talk to help me. I believe I should earn SOMETHING because the Exxon Mobil near "doesnt allow me to earn rewards points!!!" I have to call and pray that I still have the recepit and so I dont do business with this company. After today and ALL OF THIS.....I will stick with gas station with FAR LESS HEADACHE!!
Business response
03/06/2024
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 of *********************** where she received an e-mail stating she could earn $20 worth of points on purchase of 10 gallon of fuel. She was unaware of the process on how to use the app and there was no person available at the store to guide her. She felt she has missed the points and wanted to be reimbursed for the missed points.

Consumer Care forwarded the complaint to the ****************** to look into the matter and we received a response from them stating they have contacted the consumer and explained that the consumer can still earn the points once they have set up the payment method on the app. The consumer was also provided with instruction on how they can use the app for future purchase.

We hope to have resolved the concern.

Should you require additional information, please contact us at ************** (option 5).

Sincerely,
Initial Complaint
02/21/2024
Complaint Type:
Product Issues
Status:
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.
A owner of some of the companies under ExxonMobil and a gay club by the name ***** / ******************* 35yrs old is scamming people on a gay dating website posing as a sugar daddy for younger people ***** for money. He is using his businesses accounts he provided the following names to transfer money *************************** and ***************************** via *****. He is promising money but asking for hundreds of dollars be sent to him via bitcoin, cash app and *****. He is harassing me to give him more money as well as using his companies bank accounts to receive money from "sugar babies" on Zelle as well as possibly send it however that I do not know as he refused to send anything. I am going to assume a portion of the companies under Exxon he owns profits go to corporate. The use of Zelle this way goes against their policy. He is refusing to reimburse me for the $650 I sent via Zelle. This was sent to ***************************** at ********************* He also lied about how cash app and Zelle work to get more money out of me. When I refused to give him more money he immediately swapped to pressuring me, getting upset/ temperamental and outright disrespectful in his language, you will find everything in the attatched screenshots I took of our messages. The one with orange and blue text boxes is from when he first reached out on the gay dating app Grindr. I hope this finds you well and the issue is resolved.
Business response
02/27/2024
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 of *************************** where he was contacted by an individual claiming to be an employee of ExxonMobil asked for money under different names . I have been asked to respond on ************** behalf.

****** complained about an individual asking for money on social media stating a hefty return on investment. The consumer stated that they paid $650 to *********************** believing he is an actual employee of ExxonMobil or related to Exxon under company ownership. ******** care reached out to ****** and explained that we do not have any individual associated with us under such name and it is most likely a scam. We asked the consumer to reach out to the local law enforcement or the police in case the person is asking money going forward. The consumer agreed to the resolution provided by the consumer care team.

We hope to have addressed all the concerns.

Should you require additional information, please contact us at ************** (option 5).
Initial Complaint
02/21/2024
Complaint Type:
Product Issues
Status:
Resolved
The complainant verified the issue was resolved to their satisfaction.
In 2023, I received the following royalty checks from XTO ************* 1/30/23, #**********, $1.40 2/28/23, #**********, $1.50 3/30/23, #**********, $1.24 4/28/23, #**********, $4.14 6/24/23, #**********, $1.41 6/30/23, #**********, $1.33 7/28/23, #**********, $1.16 Following this check, I submitted a direct deposit request which contained no indication of a minimum distribution requirement. I submitted this with the assumption that direct deposit would be easier for XTO Energy. I am also aware that other owners receive direct deposits in these small amounts.I stopped receiving any royalty payments after submitting this form. When I inquired, I was told of a $100 minimum distribution that could be reduced to $25. This is not an acceptable practice as I will be dead before this minimum is reached. I then wrote rescinding my direct deposit request and asked to again receive paper checks. The option to return to paper checks is printed on the direct deposit form in the Authorization Agreement. I also quoted the Exxon website that indicates that revenue is released annually if greater than $10.I have now been told that neither of the statements on the direct deposit document is accurate and that I will not receive any revenue until the minimum balance is achieved. This is not honest or good practice and represents reprehensible owner/customer service.I am now also aware of other owners of the same mineral interest who received a 1099 listing the royalty amount higher than mine. I believe my royalties are being inappropriately withheld.
Business response
03/26/2024
o 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 your inquiry about royalty checks of ***************************** for XTO ************ I have been asked to respond on ************** behalf.

We have received a response from our leadership team that ***************************************** will be contacted directly by our IOR team in upstream.

We hope to have addressed all the concerns.

Should you require additional information, please contact us at ************** (option 5).
Customer response
03/26/2024
I am rejecting this response because: *********** called once when I was out. They have not called back. Again, I am personally aware of others who hold the same interest who receive monthly direct deposits in the $1 - $1.50 range. I have rescinded my authorization for direct deposit and as stated on their form, I should be able to return to checks. There is no consistent application of a policy regarding minimum royalty payments. I am requesting the return to monthly cjecks as issued up to July 2023. No royalties have been paid since July 2023.
Customer response
04/11/2024
I was contacted by phone regarding this issue. The company now claims that their system had an error that affected many customers. The minimum distribution had been mis-entered as $ .10 rather than $10.00. While I must accept this explanation, it does nothing to explain why my original $10 minimum was changed to $100 without any notice to me. I have submitted paperwork to in writing request a $10 minimum distribution. I await confirmation that this has been entered into the system. I also await payment for unpaid royalties since August 2023. Regardless of the correction of this "error", I believe the business practices of Exxon to be unprofessional and unsatisfactory. I'll let you know if I ever receive a royalty payment.
Customer response
05/10/2024
I have finally received payment of royalties from July 2023. My expectation is that this will now be paid annually. Please note the poor customer service and procedures of this company. There is nothing to recommend them.
Initial Complaint
02/13/2024
Complaint Type:
Product Issues
Status:
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.
I have sent two complaint forms for this issue to what I believe is their corporate (On The Run). The first was submitted on January 20th, 2024, and the second was on February 12th, 2024. I did not receive any response. On 1/20/24 around 6am, I visited the On The Run/Mobil Mart location in ********, ** and purchased 2 propane tank exchanges. However, about an hour after I left, the store called me and said that one of the tanks they gave me was empty. The only resolutions they offered were for me to return to the store for either a full tank or a cash refund, even though I paid with a credit card. I live over an hour away from the location and can not easily return, so I want a full refund to my card, or a check mailed to me if a card refund is not possible.
Business response
03/06/2024
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 of ***************************** where she purchased 2 propane tank and later she was notified one of the tank was empty. The store asked ******* to come back later so she can be provided with another propane tank or he can get the refund. ******* wants the refund to her card directly.

Consumer Care reached out to ******* and was asked to call back later. We tried calling her and left a voice mail so she can provide us with the store address. We did not received any response from her hence the case was closed.

We hope to have resolved the concern.

Should you require additional information, please contact us at ************** (option 5).
Initial Complaint
01/31/2024
Complaint Type:
Product Issues
Status:
Resolved
The complainant verified the issue was resolved to their satisfaction.
On 1/28/2024 between ****am and ****am I went into Exxon Mobil @ ***********************************************************************************************. I purchased $20 worth of gas on pump 15 and a tube of lotion. Went to pump gas and pump wasnt on. Went back in store to ask clerk to turn on pump. She said it was on, we exchange words, I went back to pump, just to prove to her it wasnt on like she stated. I went back in store for my gas money back and the clerk refused. We exchange words again and I left for church and returned after. The clerk stated her manager told her to contact police upon my return, so I called 911 and police arrived. The police took statements and told me the clerk said I could not get my money back until the next day. I left the store with, no gas and filed complaint next day. It has been three days and I am yet to hear from the manager if that store which I was told I would here back soon. I left this store with no gas, embarrassed , intimidated and account in the negative because of this clerk and her managers action. At this time an apology isnt enough for this type of pain and emotional distress this has caused me.
Customer response
02/06/2024
Issue Resolved.
I was contacted by the store management and this issue has been resolved. Thank you to this store manager who worked diligently to make sure this issue was resolved quickly and professionally.
Business response
02/07/2024
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 at one of the gas station. I have been asked to respond on ************** behalf.

We received a response from the Branded Wholesaler stating they have contacted **** and have refunded the amount she paid for the gas and apologized for the inconvenience.

Consumer care team called **** and provided the final resolution and she was happy about the resolution and the prompt action.

We hope to have addressed all the concerns.

Should you require additional information, please contact us at ************** (option 5).
Customer response
02/07/2024
I have reviewed the business response and accept this resolution.
Initial Complaint
01/11/2024
Complaint Type:
Customer Service Issues
Status:
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.
2 nights ago (January 8th ****) around 9pm, the man working the register cashed $85 worth of lottery tickets for me, but before he handed me the money, kept joking around about giving him some of the money. I reiterated that it was not for me that it was for my mother, but he continued. I purchased a bag of nerd clusters and left. Upon getting home and handing my mother the money I realize he shorted me by five dollars. I was unable to stop there yesterday to complain about it. I went in there tonight. ( January 10th **** ) and the same man was working. I told him that he owed me money and at first he said he had given me $85 and I told him that he only handed me 4 $20s. He asked me if I wanted him to check the camera and I told him yes because he owes me money he let me walk out of the store with the two propel waters that I was planning on buying and was yelling at me the whole time I was walking out, I tried finding a number to talk about this in person, but was unable to find one that worked. If you have any questions please feel free to contact me at ************.
Business response
01/30/2024
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 ExxonMobil station. I have been asked to respond on ************** behalf.

***** visited the ExxonMobil gas station and used the lottery machine and cashed $85 worth of ticket and the staff gave her $80. She was claiming $5 that she did not received

Consumer Care tried to contact the consumer via phone however reached the voicemail. An e-mail has been sent and apologize for the inconvenience caused . We have requested ***** to provide the exact station address so that we can forward the issue to our internal team so that they can implement all the necessary changes.

We have not received any response from the ***** hence a final e-mail was sent stating we are closing the ticket from our end. If she wants to re-open the ticket she will have to contact us with the station details. Should you require additional information, please contact us at ************** (option 5).

We hope to have addressed all the concerns.
Initial Complaint
01/11/2024
Complaint Type:
Customer Service Issues
Status:
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.
Purchased there 12qt oil in a box. Box ended up leaking out covering my shelf above my vehicles and dripping down onto multiple power tools I was working with a gentleman named (****** ) at the mobile help desk team. And after months yes MONTHS of emailing back and forth he has explained to me there is nothing they can do. Even though I have provided every photos and receipt as requested. At this point, I would appreciate it if we could come to a resolution before conciliation court needs to be brought in. At this point, I have lost multiple items on shelf and power tools and my time dealing with this for multiple months I believe you guys will make the right decision here and get this corrected so that doesnt have to happen
Business response
01/30/2024
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 lubricant. I have been asked to respond on ************** behalf.

**** purchased 12qt Mobil Oil in a box. The box was leaking and was spilled all over the shelf above his vehicle and damaged his power tools. He contacted the Mobil Helpdesk and was assisted by *****. After months of conversation, the claim was rejected.

Consumer Care contacted **** to apologize for the inconvenience caused. However, in this situation the resolution provided by the Mobil Help Desk team is the final resolution. For further clarification **** can contact the Mobil team at *************.

We hope to have addressed all the concerns.

Should you require additional information, please contact us at ************** (option 5).
Customer response
01/30/2024
I am rejecting this response because:
there has not been a resolution.
furthermore this will be continued In conciliation court of a resolution is not made in a fair amount of time.
I dont it would be very cost effective to send someone to a court date over a claim thats less then $1000 but why do i know.

Business response
02/02/2024
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 lubricant. I have been asked to respond on ************** behalf.

We received a response from **** stating that he does not agree to the resolution offered by consumer care.

However, in this situation the resolution provided by the Mobil Help Desk team is the final resolution from Exxon. For further clarification **** can contact the Mobil team at *************.

We hope to have addressed all the concerns.

Should you require additional information, please contact us at ************** (option 5).
Initial Complaint
12/23/2023
Complaint Type:
Customer Service Issues
Status:
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.
With the Esso speedpass app update on December 6, my son and I lost all of our gift cards that were stored in it. They did not inform anyone ahead of that update with at least a warning otherwise we wouldve at least taken a screenshot of all my gift cards and my sons. They emailed us some cards but still missing many . I mustve called the gift card customer service line over 20 times since Dec 6,2023 and every time they tell me that the back office is working on it. I asked for details on exactly how much money my son and I had in the old app (over $1K) and was told only a manager has access to that information. I left many many messages for a manager to call me back and no response whatsoever. I believe we got ripped off. I need a proof of how much money they removed from our accounts without our knowledge. I need to see how many gift cards we each had in the app and how much were they. We trusted ESSO and their app with over $1K of our money until they messed it up with the update. I need to get in touch with a senior manager in the head office who can help me please. I also sent a few emails and no answer. Thanks.
Business response
01/11/2024
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 Speedpass Mobile App. I have been asked to respond on ************** behalf.

**** and her son lost all the gift cards after the app was updated. No update was shared with them regarding the app update. Some of the gift cards were e-mailed to her however some are still missing. She has contacted the gift card team for more than twenty times and every time she was informed the back office is working on it. She inquired about the available balance in her account.

Consumer Care forwarded the issue to the Loyalty team so that they can investigate the issue and provide an update. They has taken action on this request and are trying to reach to a solution for **** and the other affected consumers.

Consumer Care contacted the **** via e-mail to apologize for the inconvenience caused and shared the update.

Should you require additional information, please contact us at ************** (option 5).
Customer response
01/11/2024
I am rejecting this response because:
The issue is not resolved yet. I asked to get a proof of how much I had in the app before the migration. All I got was an apology email from a ***** , a supervisor in loyalty department with gift card #s that were sent to me. I emailed her back twice asking for the proof and no response yet. I need someone from loyalty to get back to me with an answer please.
Business response
02/27/2024
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 Speedpass Mobile App. I have been asked to respond on ************** behalf.

**** and her son lost all the gift cards after the app was updated. No update was shared with them regarding the app update. Some of the gift cards were e-mailed to her however some are still missing. She has contacted the gift card team for more than twenty times and every time she was informed the back office is working on it. She inquired about the available balance in her account.

Consumer Care forwarded the issue to the Loyalty team so that they can investigate the issue and provide an update. The Loyalty team has reached out to *********; and issued her a gift card combining all the amount.

We have not received any response from the consumer accepting the offer.

Please ask the consumer to contact our loyalty department at ************* (option 2)

Customer response
02/27/2024
I am rejecting this response because: I was contacted by ****, the loyalty Department manager, to resolve the issue. His team sent me and my son a gift card that combined our previous gift cards balance but I still believe that Im still owed more money especially that I was told so by one of the representatives (a very nice and helpful one) when I first called in on December 6. According to *******. Im still owed $290.69 even after receiving all the replacement cards that day and my son is still owed about $580.00. waiting for a resolution.
Business response
03/13/2024
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 Speedpass Mobile App. I have been asked to respond on ************** behalf.

**** and her son lost all the gift cards after the app was updated. No update was shared with them regarding the app update. Some of the gift cards were e-mailed to her however some are still missing. She has contacted the gift card team for more than twenty times and every time she was informed the back office is working on it. She inquired about the available balance in her account.

Consumer Care forwarded the issue to the Loyalty team so that they can investigate the issue and provide an update. The Loyalty team has reached out to *********; and issued her a gift card combining all the amount. Loyalty team has advised the consumer that they could only check the gift card balance that were possible to retain and to avoid such issue in future the consumer must keep the receipts for gift card saved so that they can help her

Please ask the consumer to contact our loyalty department at ************* (option 2)

Should you require additional information, please contact us at ************** (option 5).

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. ↩

BBB Business Profiles may not be reproduced for sales or promotional purposes.

BBB Business Profiles are provided solely to assist you in exercising your own best judgment. BBB asks third parties who publish complaints, reviews and/or responses on this website to affirm that the information provided is accurate. However, BBB does not verify the accuracy of information provided by third parties, and does not guarantee the accuracy of any information in Business Profiles.

When considering complaint information, please take into account the company's size and volume of transactions, and understand that the nature of complaints and a firm's responses to them are often more important than the number of complaints.

BBB Business Profiles generally cover a three-year reporting period. BBB Business Profiles are subject to change at any time. If you choose to do business with this business, please let the business know that you contacted BBB for a BBB Business Profile.

As a matter of policy, BBB does not endorse any product, service or business.

Cookies on BBB.org

Need to file a complaint?

Complaint Details

Showing all complaints

Customer response

Business response

Business response

Business response

Business response

Business response

Customer response

Customer response

Customer response

Business response

Customer response

Business response

Customer response

Business response

Business response

Customer response

Business response

Business response

Customer response

Business response

Customer response

Business response

BBB Rating & Accreditation

Contact Information

Customer Complaints Summary