ComplaintsforExxon Mobil Corporation (Corporate Office)

Oil and Gas Exploration

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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).
Initial Complaint
12/23/2023
Complaint Type:
Customer Service Issues
Status:
Resolved
The complainant verified the issue was resolved to their satisfaction.
12-22-23 Went into Exxon Mobil to fill up on gas today in ******, ******. I specifically asked if they had change due to being short changed the last time I went in. The worker said yes they had change so I filled up my vehicle and when I went to pay they short changed me again saying they did not have small change. They also keep overfilling the gas tank causing the gas to run down the side of the vehicle. This has happened a lot in the past and I told them today that My vehicle cannot take anymore once it clicks off but they put in another 20 cents and it overflowed and ran down the side of the vehicle.It would be nice if they were more professional at this location. I don't need any compensation, just professionalism.
Business response
01/04/2024
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.

On 22nd December'23 ******* visited the Exxon Mobil gas station at ******, *******. ******* specifically asked if they had change due to being short changed the last time. The staff said yes they had change however, she was still short changed. The staff keep overfilling the gas tank causing the gas to run down the side of the vehicle. ******* is not looking for any compensation he wants the staff to be more professional.

Consumer Care contacted the consumer via phone to apologize for the inconvenience caused. The issue is forwarded to the relevant team so that all the necessary changes can be implemented.

******* is happy with the response and the ticket can be closed.

We hope to have addressed all the concerns.

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

Customer response
01/04/2024
I have reviewed the business response and accept this resolution.
Initial Complaint
12/17/2023
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.
While visiting the Exxon gas station with the connected subway on water Street in Mobile, Alabama, I was assaulted by not only the Exxon worker that works there, but the subway employee as well. They lied to police officers And me and my lawyers are working desperately to get the body cam footage but as far as them working at the Exxon needs to be investigated I dont know who to turn to as far as who owns that particular gas station, or how to get in contact with them, so this was the best thing I could do at the moment was filing a Better Business Bureau complaints so I could at least get to our corporate office to explain what happened and about getting the camera footage because I was admitted into the hospital because of the attack Im not asking for any money compensation just a call back from the corporate office to investigate the employees working there
Business response
02/14/2024
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 ***************************** regarding harassment issue 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 the station was de-branded back in November and does not operate under Exxon. We have called ******* and provided the resolution from our end

We hope to have addressed all the concerns.

Should you require additional information, please contact us at ************** (option 5).
Initial Complaint
12/12/2023
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.
Today I was denied assistance while in a handicapped state (with licensed tags). For months I had asked the business to put paper in the pumps for a receipt. They often dismissed me.Today I called the number for assistance and no one answered. It went to voicemail. I hobbled in and the attendant was socializing and stated that I had not called. He was nowhere near the phone earlier, but now he told me to call him again and the phone rang. I told him that I needed to follow up and he was frankly nasty. Calling me crazy as I left is sexist at best and rude at worst. As a handicapped person, with no service, I want an answer. Who should I complain to?
Business response
01/03/2024
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.

******* visited the Exxon Mobil station located at *****************************************************************. She was denied assistance while in a handicapped state. Paper is not available at the pump for the receipt as well. She tried to call the station however no one answered the call. The staff is not helpful as well.

Consumer Care tried to contact ******* in order to apologize for the inconvenience however was unable to connect. An e-mail was forwarded to the consumer stating the issue is forwarded to the relevant department so that all the necessary changes can be implemented.

We hope to have addressed all the concerns.

Should you require additional information, please contact us at ************** (option 5).
Initial Complaint
12/05/2023
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.
This customer service at this store is terrible.. And its making me feel like im being discriminated against.. I been living in around the corner from that store in ******** ***** for over 30yrs.. never had a problem with anyone at that store until the last month where I've numerous issues with one employee , and it's starting to feel like discrimination because the other employers immediately join In with the yelling and just basically treating customers like s*** I mean I walk in the store to get 2 20oz cokes at 2am with a folding scooter.. I've brought it in the store multiple times.. it's a hi boy scooter that folds up so it can be carried.. well this time they immediately started screaming at me.. it's not the big of a deal. It's not that serious to treat customers like they treated me and refuse to ring me up.. I'm gonna leave the other issue I had at this store a couple of weeks ago in the past.. but after this one I'm problem not going back to this store at all.. it feels like they got a issue with people that look like me.. and to be refused service cause i walked into the store with my folding scooter that i can carry if i wanted is insane.. and to be treated like like dirt doesn't feel good to me at all .. plus it's embarrassing . Over something so ***** just so one troublemaking employees has something to be in control of. She should held accountable and fired for the way she acts. This place is out of control and they need to be managed betrwr
Customer response
12/29/2023
They never resolved my complaint, this business is not very good
Business response
01/04/2024
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.

************** is living in the corner of the store in ******** ***** for over 30yrs. He is facing issues with one particular employee of the gas station. He visited the store at **** AM with his folding scooter to get 2 20oz of coke. The staff immediately started shouting at the consumer and refused to ring him up. ************** feels he is being discriminated by the staff.

Consumer Care tried to contact the consumer however was unable to connect. An e-mail was sent to the consumer to apologize for the inconvenience and also to inform the issue has been forwarded to the relevant team so that they can investigate the issue and implement all the necessary changes.

We hope to have addressed all the concerns.

Should you require additional information, please contact us at ************** (option 5).
Initial Complaint
11/23/2023
Complaint Type:
Product Issues
Status:
Resolved
The complainant verified the issue was resolved to their satisfaction.
The amount of money for a car chager
Business response
12/13/2023
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 Esso station. I have been asked to respond on ************** behalf.

****** complained about the price of the car charger at the station.

************* called the consumer to get more details of the incident however reached the voicemail. The issue was forwarded to the branded wholesaler who owns and operates the station so that they can investigate the issue and contact the consumer.

The branded wholesaler provided an update stating they will contact the consumer and resolve the issue. ************* shared the update with ****** as well. The contact details of the Branded Wholesaler was shared with *************

We hope to have addressed all the concerns.
Customer response
12/14/2023
I have reviewed the business response and accept this resolution.
Initial Complaint
11/21/2023
Complaint Type:
Service or Repair Issues
Status:
Unanswered
The business failed to respond to the dispute.
On October 30 at 9:58, I got gas at ********** Exxon at ******************************************************************. The next day, my check engine light came on, and I took it to the Audi dealership. The Audi dealership determined that it was water in the gas which resulted in 4 misfires in my engine. On November 14, I contacted Exxon and sent them the proper documentation. I sent them a receipt from the gas station, the estimated cost of repairs, and the video from the dealership showing the water. I sent the link: ************************************* to show them the video from the dealership.They stated it would take 3 to 5 business days for a resolution. I called back on November 21, and they stated it will be escalated because they have not heard back from the appropriate people. Then, I asked for a supervisor, and they stated they would call back in 48 to 72 hours. My vehicle is now sitting in the shop because they did are not making progress with this situation. I would like for Exxon to pay for the repairs to my vehicle which is my only mode of transportation.
Customer response
11/27/2023
My reference number from Exxon is 17016964 that i received several weeks ago. i have yet to receive any forn of communication.
Customer response
11/27/2023
I spoke to an Exxon representative today (November 27). I updated them that I have not heard from the gas station manager. The representative told me that they would escalate the case and wait for two days. I was told the same thing on November 21. The representative told me that it would be escalated, and I would get a respond in two days.. I have attached a copy of the email they sent me and my reply.
Customer response
12/10/2023
A representative called on Thursday December 7, but only left a message. The representative did not leave ANY form of information for me to return their call. The issue has not been resolved.
Initial Complaint
11/14/2023
Complaint Type:
Billing Issues
Status:
Resolved
The complainant verified the issue was resolved to their satisfaction.
The Exxon Mobil station I frequent advertises one (lower) price on their electronic advertising sign, and then charges a higher price at the pump, despite advertising that gas purchased with cash or Mobil card will get a lowered price. This is not the first time the owner of this Gas Station has done this. When I went inside their store to ask why the difference, the clerk told that the owner is the only one who controls both the sign and the pumps, and dozens of people have complained.The Station is located at *****************************************************The purchase in question was made at 12:17pm on 11/14/2023.Their large electronic sign advertised gas purchased with Cash or a Mobil Card at $4.99/Gal.The pump then charged $5.19 /Gal., a .20 a gallon difference.The Invoice Number is ******, and the Authorization Number is 014082.The purchase was for 19.234/Gal., and the Total was $100.00 even.This is not right an I consider it fraud to advertise one price and then charge another (higher) price.
Business response
11/29/2023
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 Exxon Mobil station located at **************************************************** on 11/14/2023 at 12:17pm. The price that was displayed at the pump was $4.99/Gal however the price at the pump was $5.19 /Gal., a .20 a gallon difference. He has faced this issue previously as well and inquired the same with the clerk. The clerk informed him the owner controls the price at the pump and at the signage. Several other consumers complained about the same. Consumer has provided the receipt for the purchase as well.

Consumer Care contacted the consumer via phone to apologize for the inconvenience caused. The issue was forwarded to the relevant team so that all the necessary changes can be implemented. The owner of the station was contacted and alerted about the same as well. We contacted ******* via e-mail and shared the response.

We hope to have addressed all the concerns.

Should you require additional information, please contact us at ************** (option 5).
Customer response
11/30/2023
I have reviewed the business response and accept this resolution. Dear BBB,

This dispute has been settled to my satisfaction.
I would have liked a refund of the difference between the price advertised and the price paid, but today the sign price match the pump price, so I'll consider this a win

Please notify the business of my acceptance and THANK YOU!
It's organizations such as yours that America needs right now more than ever.
Excellent job!

Sincerely,
D. A. Jockinsen
Complaint #********
Initial Complaint
11/01/2023
Complaint Type:
Billing 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 made a $500 payment to Exxon with confirmation ***************.however Exxon continues to send me text messages payment due now. I was transferred 4 times with absolutely no assistance.
Business response
11/14/2023
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 credit card. I have been asked to respond on ************** behalf.

******* made a payment of $500 to **** Bank with the confirmation number ***************. She is still receiving text from **** bank asking her to make the payment.

************* escalated the issue to the **** bank to investigate and contact the consumer with the resolution.

**** bank successfully received the payment of $500 on 10/31/2023. It may take 24 to 48 hours for the payment to be posted on the account. Consumers will continue receiving the alerts until the payment is posted.

A letter is sent by **** bank as well which the consumer will receive within 7 - 10 business days. ************* contacted the consumer via phone and informed the resolution.

We hope to have addressed all the concerns.

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ComplaintsforExxon Mobil Corporation (Corporate Office)

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