ComplaintsforARCO

• Initial Complaint

  12/20/2022

  Complaint Type:

  Customer Service Issues

  Status:

  Answered

  More info

  My Husband was Ambushed and shot 6 times at this gas station. He paid for his gas on Tuesday 12/6 around 4:40pm and was not able to pump his gas due to him being assaulted with a deadly weapon by several men. I went up to the gas station and the manager told me she would give me a phone call and still nothing. We need a refund for *****.

  Business response

  12/27/2022

  Email sent to customer advising that a prepay only was done.  A prepay amount simply opens the pump up to a specified amount and is only shown as "pending" on their account.  A customer is only charged for the amount of fuel pumped.  Since no fuel was pumped,  no charge was placed on their account.  Advised they would need to contact their bank/credit card company and advise no final transaction amount is being submitted by the merchant - as that is what they are waiting to receive - and request their bank/credit card company remove the prepay amount or pending hold on their account.  

  This case is Closed.

  Customer response

  12/27/2022

  Complaint: 18618106
  
  I am rejecting this response because: my husband paid cash he did not pay with a credit or debit card. I want a full refund. 
  
  Regards,
  
  *************************

  Business response

  12/29/2022

  Customer provided station location.  Complaint and request for refund forwarded to appropriate party over the station for handling.  Customer contact information included in order that party over station can contact her to resolve.  Customer advised.

  Customer response

  01/02/2023

  Complaint: 18618106
  
  I am rejecting this response because: I am waiting for refund once refund has been issued I can accept 
  Regards,
  
  *************************

• Initial Complaint

  12/19/2022

  Complaint Type:

  Customer Service Issues

  Status:

  Answered

  More info

  Per ********** law, a gas station MUST provide air and water to customers. On 12/10/22, I purchased gas and noticed my tire pressure was low. Upon pulling up to the air and water machine, it was noticed an out of order sign was posted. I went inside to inquire about the machine and was told it has been inoperable for months. When I inquired about an alternate solution and advised CA law required gas stations to provide air, the clerk responded with "then *** us." This was quite an inappropriate comment coming from a business actively breaking the law. Complaint has been filed with the ********************************* along with the BBB. I have attempted to file a complaint with ARCO corporate but there is not currently ANY system in place to lodge a formal complaint.

  Business response

  01/05/2023

  Station advised there was a coin stuck in the machine.  It has been taken care of and is now working.

• Initial Complaint

  12/16/2022

  Complaint Type:

  Billing Issues

  Status:

  Answered

  More info

  ARCO Business Solutions - Account Number: *************** or I have a business fuel charge account with arco business solutions also known as ifleet.com. I contacted someone in the corporate office several months ago regarding a high credit limit risk fee of $249 that appeared on my card account, and also 1% surcharge on the total amount of fuel purchased throughout the month period I spoke with ******* in the corporate office and she said that both of these would be removed permanently. They were removed from that bill. Every bill since then continues to have both of these charges on the account. I have written and called ******* back and I have not gotten a response until today, 12 days later, and it was not from *******. The unknown Agent, said I would need to call in and ask that this be removed and would only last for three months. This should be totally removed from any future ********, permanently, not on a temporary basis, and not where I need to call back in every time I see it on the bill and waste two hours of my time period even then the agent cannot say it was permanently taken off or at least for that month even.******* stated when I spoke to her before that I have no reason to have that charge charged to my account for a high credit risk fee, or for the 1% fuel charge fee. These need to be permanently removed. Also I would like to have the name, direct phone number, direct e-mail address, direct fax number, hours that are best to reach the representative that answers this complaint, and the best time to reach this person, so we can work this out permanently. This cannot go on any longer.I feel like arco and I fleet are gouging their customers hoping they will not find this on their bill. If this continues I will have to seek other remedies outside of this complaint process. I look forward to hearing back from you. Thank you.

  Business response

  01/16/2023

  A credit was submitted as a courtesy for the $4.29 account fee the customer expressed concerns about and the fee was also removed from billing in the future. The High Risk Credit Fees the customer mentioned had already been previously credited as well. The customer was informed that the fees could take up to two weeks to be removed, but he was provided the means to directly contact a member of our escalation team in the event he has any further questions or concerns.

• Initial Complaint

  10/28/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  Went inside store to put 20 dollars of gas.proceeded to pump 8 and drove off.noticed my gauge never moved.I did not get any gas from pump 8.I returned to tell staff and did not get any attention.*** the cashier took my money that morning.I used my debit card to pump 40 dollars of gas on pump 10.

  Business response

  12/05/2022

  This has been handled.  Customer was paid back.

• Initial Complaint

  10/17/2022

  Complaint Type:

  Customer Service Issues

  Status:

  Answered

  More info

  Went to put gas in car, and I paid with my debit card, and they put a hold on my card for $200.00 I contacted the bank , and they said the arco gas stations are doing this now, they can put whatever amount on hold they decide. They have no posts saying this to customers. I basically couldn't use my debit card , because they put the hold . They are not notifying the customers. Very upsetting.

  Business response

  10/26/2022

  If the transaction is showing as a "pending" transaction, then that is a BANK HOLD.  When you swipe your card at the pump, our network dials out to ensure the card is valid and allow the pump to open.  It's at that time that your bank or credit card company can override our dial out for any amount that they deem necessary to ensure there are sufficient funds in the account to cover the final transaction.  We settle transactions or provide the final transaction amount to your bank or credit card company within 24 hours; therefore,your bank or credit card company then REMOVES their hold and REPLACES it with the final amount charged.

  Customer response

  10/26/2022

  Complaint: 18232603
  
  I am rejecting this response because:
  
  Regards, because I have been using Arco for years, and when I filed this complaint is when the Arco station I go all the time, put the hold on.my  debit card,  which is triple the amount I put on my card. I reached out to my bank, and asked them if they put the hold, and they said NO, Arco is doing the hold. And they can put whatever amount they choose. This means if I had $500.00 in my bank account, and they put a hold on for $450.00 I cannot use my debit card until Arco releases the hold on my card. If you use your debit card to pay for gas, there shouldn't be a hold, because it's being used as a debit card, because I have to enter my pin, and I have to know how much gas I can put, because the funds come out right away. So why is Arco holding $450.00 of my Money like  hostage, until 24 hours later, and they release the funds back to my account.  Otherwise every company that takes debit with hold money from consumers all the time. BBB would have millions of complaints.  Arco should not have the power to handle my Money from my debit card. I had used my card in the past, and they never put a hold  on Money. They have too much power to be able to do this to consumers.  Because the day I filed my complaint,  I couldn't use my card for the rest of the day , until.they released the funds. So I couldn't do anything because my card kept getting declined  because it said I had no money. But I did have money it was just being held by Arco not my bank. They shouldn't be able to do this. Very rich people might not notice a hold, but I don't have that luxury. It really bothers me that companies can do this. 
  
  *********************

• Initial Complaint

  09/01/2022

  Complaint Type:

  Billing Issues

  Status:

  Answered

  More info

  I got gas at a Arco station in ******* *****. station # ***** on 04/05/2022 and when I received my bank statement I had another charge from another Arco in *********** station # ***** for the same amount on 04/06/2022.

• Initial Complaint

  08/19/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  Three separate incidents where I have stopped by the following location for gas: ************************************************************** The owners of this gas station have, on three separate occasions, charged me more than the listed price displayed on the signs. I always pay with cash and all three times, I have been charged the price for Debit/Credit charges. I spoke with the store clerk when it happened the third time and mentioned this issue, only to be dismissed. This is absolutely abhorrent and unacceptable from such an established franchise. I demand some immediate action to be taken on this particular gas station for up-charging customers and blatantly lying and dismissing legitimate frustrations. Disgusting and wrongful operations.

  Business response

  10/19/2022

  Complaint has been forwarded to the appropriate party over the ARCO station located at ************************** in La ****** **.  Customer's contact information was included in order that the appropriate party may reach out to her to resolve.

• Initial Complaint

  08/10/2022

  Complaint Type:

  Customer Service Issues

  Status:

  Answered

  More info

  Today, August 5, 2022, I stopped by Arco to put gas in my vehicle. I tried using my credit card at the pump, but the card reader was not working so I had to go pay inside. When I walked in to the store, it was chaos. Folks were trying to use their ATMs or credit cards to purchase gas, but were told the card readers were out of service and that they were only accepting cash. Tensions were high. Everyone in the store was confused and frustrated. I only had $10 cash on me so I asked for $10 on pump #3. I put gas in the vehicle and when I turned on my car I noticed that the gas gauge did not go up at all. I went inside the store and I tried to explain my situation to the cashier. I let her know I paid $10 but didn't receive any gas. She stated that nothing could be done and that she showed on the register that I received the $10 gas I paid for. I have no reason to lie. I would not take the time to submit a complaint over $10. My car was on empty and I was only able to put $10 gas because that is all the cash I had on me. Staff at this store are rude and unprofessional. This is completely unacceptable. I am reporting my situation to the Better Business Bureau in case this happens frequently at this store. I am demanding a refund from Arco. I will never do business with Arco again and will share my negative experience with everyone I come in contact with. I am attaching the receipt as well.

• Initial Complaint

  04/04/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Unanswered

  More info

  4/1/2022 11am. I decided to stop in for a quick wash before I went to see my friend in the *** for my **** Mustang GT. As the car was being washed by a soft touch car wash, it used enough force to pull my trunk lid up and damage it to the point that I need a new trunk lid. The employees refused to give me any information about the insurance, saying the manager or owner have it. I left my number and received no call back. In the video they showed me, you can see the rear of my car being pulled up. The latch is broken from the force of it being pulled. They refused to take responsibility, saying it was my fault, my trunk was open, someone hit the button on the trunk and opened it. My trunk has a sensor that says its open and it was not on. My trunk could be quite difficult to open sometimes as I have to hit the button 4 times because the latch gets stuck. There is damage to the paint on the rear of my car all the way up to the convertible top.

• Initial Complaint

  11/05/2021

  Complaint Type:

  Billing Issues

  Status:

  Answered

  More info

  I go to this gas station every day for gas, when using the outside pump and paying with debit or credit it puts an authorization on the card for $****** so I know how it works. on 11/2/21 at 255AM I went to pump number 3 and did a transition for **** cents, it charges a .35 cents fee for the debit card use. later that day I noticed on my online account the authorization was still pending of $100.25, the next day I went for more gas and I went inside concerned, cause I didn't want it to put another authorization on my card again. I asked the clerk about it and they told me to come back later that day and speak wit the store manager. after I purchased $17.35 of gas, in addition to that charge, they charged my card for the whole ****** from yesterdays gas purchase that was in question, I went into the store after confirming it with my bank and not getting help from them that it went from an authorization to a posted charge on my account, they told me to go to the merchant and ask for a refund, I went and talked to the manager and he showed me a print out of what I was suppose to have been changed was the $10.33. on his records, No one will help me in either cases get my 90 dollars back from the transition. the manger refused to listen to my story nore did he look at my valid charge on my account, so I'm filing a complaint and attempting to file a lawsuit on behalf of this, my bank will not help me in any way. its not a real bank, it's a card I use from Lyft to get my Lyft fairs put on as I am a Lyft ride share driver. I don't have lots of money and I'm struggling paying bills, and for them to take my money and not hear me out makes me really frustrated as a consumer. I have been going to this gas station for the past 3 years every day buying gas before I start my routs and make money. please help me resolve this issue. I am very upset that companies like this can press charges on people for stealing but when they steal from us, there's no one who will punish them.

  Business response

  12/08/2021

  
  Hello,
  
  Per customer, *************************, this has been resolved.
  
  
  Thank you,
       
  ********

*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. ↩