Business Profile

Gas Station

ARCO

Headquarters

This business is NOT BBB Accredited.

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Complaints

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

Customer Complaints Summary

23 total complaints in the last 3 years.
12 complaints closed in the last 12 months.

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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.

Initial Complaint
Date:12/27/2024
Type:Product Issues
Status:
AnsweredMore info
Complaint statuses
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 have the arco/marathon app and saw a 20 cent reward available as long as I purchased 12/23- 12/27/ 2024. I went on 12/27/2024 after Redeeming the reward on the app. I was going to pump premium grade gasoline at ***** per gallon, and when I put my ARCO Business Solutions credit card in, the cost of the per gallon price only went down 10 cents, the normal amount. The rewards were not reflected in this purchase. Can you please issue to my account, and credit card number, the full credit that should have been given. The question is, besides myself, who else was affected by it but did not notice that the reward was not being issued.? Why should we have to file a complaint to get the rewards we are due. Arco needs to do a better job in providing rewards to their customers. I would like to talk with someone about this. When you call, please kindly give me your full name, direct email, direct phone number, the hours you're available, and the best time to reach you. I have included a screenshot of the app which includes the reward description so you are familiar with the context of which I'm referring. Thank you very much and have a great day!
Business Response
Date: 01/24/2025
We have sent this complaint to the ****************** as this is handled by a third party. I have attached your information so they can contact you.
If you would like to speak with them directly, please reach out to them at ************

Thank you,

MPC
Customer Answer
Date: 01/27/2025
Complaint: 22736984

I am rejecting this response because:

Marco, and any business that subcontracts work out, needs to take responsibility for the work that the subcontractor does so that their customers needs are taken care of. This is basically passing the ***** and therefore is not addressing my complaint at all.

Regards,

********* ******
Business Response
Date: 02/12/2025
After looking at the screen shot in this case. this was not a .20 discount . I was Earn .20 towards your rewards balance
Customer Answer
Date: 02/12/2025
Complaint: 22736984

I am rejecting this response because:
what does the record show? Was I credited 20 cents per gallon on that transaction? Also, please send me your direct contact information so I can contact you if I have more questions. Thank you.

Regards,

********* ******
Business Response
Date: 02/24/2025
Here is a number where you can talk to an individual about your rewards and your rewards account.

************
Initial Complaint
Date:10/16/2024
Type:Product Issues
Status:
AnsweredMore info
Complaint statuses
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 store manager ***** refused to give me my money back after my gas was stolen, she put the gas on the wrong pump. I called the police to press charges. ***** needs me be fired. She did that on purpose and im reaching out to my bank to report is as fraud as well.
Business Response
Date: 10/18/2024
If you feel this transaction was unauthorized or fraudulent, then you may dispute same with your bank or credit card company. They will then work through the dispute process with the station. As all Marathon stations are independently owned and operated and the independent station owner is responsible for all aspects of their business.
Customer Answer
Date: 10/18/2024
Complaint: 22431860

I am rejecting this response because:
The manager did that on purpose. They bear the name and are not independent in that regard. If you do not hold them accountable Im going to take legal action.
unacceptable

Regards,

**** ***********
Business Response
Date: 10/31/2024
We have sent your complaint to the appropriate party over this location for handling.

All Marathon stations are independently owned and operated, and the independent station owner is responsible for all aspects of their business.
Customer Answer
Date: 10/31/2024
Complaint: 22431860

I am rejecting this response because:
They are lying. They could have provided the persons information handling the store and they didnt. They are lying and doing illegal activity out of that gas station.

Regards,

**** ***********
Business Response
Date: 11/18/2024
This is the contact information we have on file for the station..

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

Please be advised that this is a Dealer owned location, station employees are employees of the Dealer, and the Dealer is responsible for all aspects of their business.
Initial Complaint
Date:09/30/2024
Type:Product Issues
Status:
AnsweredMore info
Complaint statuses
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.
Good Morning All I am submitting this email regarding an incident that occurred on September 7th at 227pm at arco gas station located at **********************. On the date and time stated above I arrived at the gas station paid the gas station attendant ******* i paid 80 dollars on pump number five. The dollar denomination was 5 single dollar bills 5 five dollar bills and 1 fifty dollar bill. I began to pump gas into my vehicle and the pump only went to $35 i went inside the gas station and explained to the attendant i was shorted $45 dollars in gas. The attendant then stated as you left i told the guy waiting behind you in line he only gave me $35. I spoke with him and asked him can we see the surveillance video because i know how much money i gave you, he said no come back later today and a manager will be here. I returned later that evening, the same gas station attendant was working behind the counter i asked to speak to the manager and he stated the manager was not present nor does he have a contact information for the manager or owner. i left my phone number for the manager/owner as i was writing my information down the gas station attendant then tried to intimidate me by telling me if i was wrong i would owe him another $100.00 dollars for wasting his time. I have yet to hear from the attendant management or owner of the establishment, your support and assistance would be greatly appreciated, please let me know if i can assist any further. I am not trying to recuperate the money, i do not want this individual to continue such behavior. **** ***** *************
Business Response
Date: 10/02/2024
Thank you for your email concerning a station employee at the ARCO station at 102 East Arrow Highway San Dimas, CA

Please be advised that this is a Dealer owned location, station employees are employees of the Dealer, and the Dealer is responsible for all aspects of their business.

We will forward your complaint to the appropriate party over this location for handling.

We appreciate your business!

MPC
Customer Answer
Date: 10/02/2024
Complaint: 22353871

I am rejecting this response because:
please have speak with owner of the arco

Regards,

Eric Bravo
Business Response
Date: 10/07/2024
We have requested that they reach out to you directly..

Here is the contact information we have on file for that location

Station Dealer #910116
ARCO 102 East Arrow Highway San Dimas, CA 91773Station Phone
PH: 9095998288
Initial Complaint
Date:08/26/2024
Type:Billing Issues
Status:
AnsweredMore info
Complaint statuses
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 Sunday, August 18th I tried to purchase two gas gift cards. The attendant was unable to activate the gift cards. My debit card was charged for two gift cards, which I never received. I have two receipts that state the gift card activation failed and there is a supposed refund pending. As of August, 23, 2024 I have yet to receive said refund.
Business Response
Date: 08/26/2024
I have sent this information to our credit department to get processed. This could take up to 10 Business days until you see your refund in your account.
We are sorry for any inconvenience this may have caused you.

MPC
Initial Complaint
Date:08/23/2024
Type:Service or Repair Issues
Status:
AnsweredMore info
Complaint statuses
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 Arco in ******, **, publishes that they have a bathroom for their customers. But, their bathroom is never open to customers. Instead, they claim their bathroom is out of service, & tell people to go to nearby businesses to go to the bathroom, impacting those businesses, so that those businesses have their customers inconvenienced, because of so many non-customers going to use their bathrooms. They use false advertising for a bathroom that they dont let their customers use. This is wrong. It must stop.
Business Response
Date: 08/26/2024

Thank you for making us aware of this issue and how the station is not offering a restroom to its customers. Unfortunately, you have reached the department that handles the Southern Region of ********** for ARCO sites. This location in ******, ** is handled by ** for the Northern Region. We have forwarded your request to ** for handling and included your email in order that they may reach out to you to provide. Should you need to contact them, they can be reached at ************** or by email at ******************
Initial Complaint
Date:08/14/2024
Type:Billing Issues
Status:
AnsweredMore info
Complaint statuses
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 April 23, 2024, I filled my car at the *********** ARCO station. While driving away, I accidentally dislodged the fuel hose. A man from the station informed me that it would cost $100 for a service company to send a technician to reattach the hose. However, my credit card was charged $800 instead of the verbally quoted $100. The Automotive Repair Act mandates that customers receive a written estimate for any repair work and a final invoice detailing the services performed. ARCOs failure to provide this information constitutes a violation of these regulations. Consumer Protection laws require businesses to provide clear, truthful information about the charges they impose. Despite four in person attempts to retrieve the service companys invoice, ARCO refused to provide it, and failure to provide an itemized bill or disclose the nature of the charges is a violation of my rights. The fraud department of Bank of America also attempted to contact ARCO multiple times without success. As a consumer, I have Fair Credit Billing Rights, and I have disputed this unauthorized and fraudulent charge. By not providing an itemized list, ARCO is obstructing my ability to dispute the charge, further violating my rights. The California Civil Code grants consumers the right to receive clear billing and an accurate receipt for credit card transactions, which should include a detailed description of the items or services performed and charged. Since ARCO charged my card without providing this necessary documentation, they have breached my rights. I am seeking assistance to obtain the itemized list of services that justify the $800 charge to my credit card, and an investigation into why ARCO is refusing to provide this information. The significant discrepancy between the quoted $100 and the $800 charged, combined with ARCOs refusal to provide the necessary documentation, raises serious concerns about the legality and fairness of their business practices.
Business Response
Date: 08/16/2024
Thank you for your email concerning the ARCO station located at ****************************************************

ARCO stations are independently owned and operated, and the independent station owner is responsible for all aspects of their business.

We will forward your complaint to the appropriate party over this location for handling.

We appreciate your business!
MPC
Initial Complaint
Date:07/17/2024
Type:Service or Repair Issues
Status:
AnsweredMore info
Complaint statuses
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 6/25/** at Arco I paid $100 cash and recieved a $50 dollar bill ( they do not give me a receipt). I went back on 7/7 and I paid with the same $50 dollar bill they gave me on 6/25/**. Per the cashier ***** he said the bill was counterfit accroding to his machine.I gave ***** all my information and did not receive a follow up about what can be done since the manager Honey or ******* were not onsite.I called the store on 7/12 for a follow up and I spoke with ******* and he had me text a phone ************ stating what happen. I did not recieve a follow up or a resoultion. I filed a Police report on 7/12 #**-02657.
Business Response
Date: 07/25/2024
Thank you for your email concerning your $50 bill at a Marathon station. Please be advised that all Marathon stations are independently owned and operated, station employees are employees of the owner/operator, and the owner/operator is responsible for all aspects of their business.

Your email did not mention the specific station address, city, and state regarding this matter. We cannot assume the station and it would be a great injustice to mistakenly accuse a station of wrongdoing. Upon receipt of the specific station address, we will forward your complaint to the appropriate party for handling.

We appreciate your business!
Customer Answer
Date: 07/25/2024
Complaint: 21999349

I am rejecting this response because I search the address on bbb and the address auto populated so please not close my case. Again the arco address is ************************************************************

Regards,

***************************
Business Response
Date: 08/01/2024
We have sent your complaint to the territory manager for handling.
As this arco is independently owned and operated.
Initial Complaint
Date:07/16/2024
Type:Facilities Issues
Status:
AnsweredMore info
Complaint statuses
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 has an air conditioner that runs all night at noise levels that are a nuisance to people in my building and keep people up at night.Multiple attempts have been made to talk to the manager and employees to get them to alleviate the situation and they have done nothing to address it.
Business Response
Date: 07/25/2024
Thank you for your email concerning the air conditioner at a Marathon station. Please be advised that all Marathon stations are independently owned and operated, station employees are employees of the owner/operator, and the owner/operator is responsible for all aspects of their business.

Your email did not mention the specific station address, city, and state regarding this matter. We cannot assume the station, upon receipt of the specific station address, we will forward your complaint to the appropriate party for handling.

We appreciate your business!
Initial Complaint
Date:06/11/2024
Type:Product Issues
Status:
AnsweredMore info
Complaint statuses
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.
Arco #*****. **************************************************** *************. Incident: 6/10/24 Cashier **** refused to accept Am.Xpress travelers chk so I pre-pd. w/ $100 bill for $45 gas @ PUMP #**. Gave me chg. w/ $50 bill. I asked for smaller bills. She said I would have to wait until another customer made purchase to open register. So I stood there. Finally got change & went to pump. NO GAS. Sent daughter in to tell ****. AFTER SEVERAL MINUTES she did't return so I went in. **** had told her to wait at end of line. **** told me Mgr. ******* was checking cam's claiming I told her pump #6. I asked to speak w/ Mgr. ******* was rude. Refused to let me see cams. I then realized **** NEVER GAVE ME A RECEIPT FOR MY CASH. I asked for my receipt. **** gave me a receipt for pump #6. **** REFUSED TO GIVE ME GAS AT MY PUMP. **** REFUSED TO REFUND MY $45. Said someone else got MY GAS at their pump on their credit card. **** gave me $27.70 back. During this incident, another customer came in with the same problem! **** DID THE SAME THING TO HIM!!! **** TOLD ME TO STOP TALKING TO "HER CUSTOMERS" AND GET OUT OF THE STORE & LEAVE THE PREMISES! I left the store & got his name/# as evidence that ************ ******* are allegedly in conspiracy to commit theft on ARCO customers by running this scam by not giving cash customers their receipt, then falsely accusing them of giving the wrong pump # so they don't get their gas or their money back! I also took pic's of my ********************************** its spot at pump #** as evidence. CASHIER *********** ******* NEED TO BE FIRED FOR THEIR DISHONESTY & RUDENESS TO CUSTOMERS, especially senior citizens such as myself.
Business Response
Date: 06/11/2024
Thank you for your email concerning the ARCO station in **********

Please be advised that this is a Dealer owned location, station employees are employees of the Dealer, and the Dealer is responsible for all aspects of their business.

We will forward your complaint to the appropriate party over this location for handling.

We appreciate your business!
Initial Complaint
Date:05/30/2024
Type:Customer Service Issues
Status:
AnsweredMore info
Complaint statuses
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 walked into Arco about 9:45 p.m the lady tells me to leave that I cant go into the store for no reason starts yelling in A language that I cannot understand and man that theyre working with her, tell me to leave that thats the owner and theres no reason for her to have talk to me that way or tell me Im not allowed in the store if I didnt do anything to them or I have not had previous problems at the store anything but she told me Im not allowed in there and Im not understanding why other times I want to use the restroom and they literally tell me that the restroom is not working but theyll be other customers walking into the bathroom *********** they wont even let me in the store. Theyll stand at the door and tell me theyre closed, but people will walk right past me into the store and I dont know why they showed this having discrimination problems with me saying that Im homeless when I have a house that I live and Im not homeless, but theyre always have issues with me for some reason when I dont cause any problems.
Business Response
Date: 06/10/2024
Thank you for your email concerning COMPLAINT at an ARCO station. Please be advised that ARCO stations are independently owned and operated, station employees are employees of the owner/operator, and the owner/operator is responsible for all aspects of their business.

Your email did not mention the specific station address, city, and state regarding this matter. We cannot assume the station and it would be a great injustice to mistakenly accuse a station of wrongdoing. Upon receipt of the specific station address, we will forward your complaint to the appropriate party for handling.

We appreciate your business!
MPC

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ARCO is NOT a BBB Accredited Business.