ComplaintsforMaverik, Inc.

• Initial Complaint

  07/26/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I bought gas at a Maverik gas station and my old unused bank account was charged. I swiped my credit card thinking I was paying with that, but also used my "Nitro card" to get the small percent off thinking it was just a discount card. I completely thought the charge was going to my credit card but it indeed went through to my checking account. The checking account is an old one with no money in it. I tried to use my USAA checking account which is the one I normally use but Maverik wouldn't allow it, so I used my old (empty) Navy Fed account. Navy fed has denied the charge, even giving me a fraudulent charge alert. I was honest about what happened and now they're charging me a $29 over draft fee. I have blocked future payments from Maverik to the checking account to avoid further overdrafts. I would simply like to pay the bill but no one at Maverik knows how to let me do that.

  Business response

  08/06/2024

  Mr. ******,

  Thank you for reaching out.  Unfortunately, your Nitro Card and the connecting bank account is managed by Telecheck/Fiserv.  They are who your agreement is with and who you must reach out to.  I assume you received a collection letter, please contact that number.  Unfortunately, I cannot refund you the monies as they have already paid Maverik, and your contract is with them.

  I am sorry, but you will need to contact Telecheck/Fiserv.

  Thanks, 

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

  Customer response

  08/06/2024

   
  Complaint: 22050347
  
  I am rejecting this response because:

  1. It has been resolved. There was a second attempt to draw the funds and it was successful.

  2. Its a terrible concept, I had no idea that my checking account was going to be charged. At no point was it clear.

  That all said, it can be closed. I just think there should be a warning about this predatory concept.

  
  Sincerely,
  
  ***********************

• Initial Complaint

  06/05/2024

  Complaint Type:

  Product Issues

  Status:

  Unanswered

  More info

  On June 1, 2024 I attempted to get fuel at a maverik convenience store. I went to the self check out. I only had 11.00 on the card. The card machine took the 11.00 but failed to print a receipt with the code for the pump. The clerk said there was nothing he could do to reprint the code and I should get a refund in 15 minutes. Being I was on empty I waited in my vehicle for the refund to come back so I could get fuel. 15 minutes passed nothing. It's now been 4 days and I still don't have a refund.

• Initial Complaint

  05/05/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  The store on ***************** in ************** has a new automated money collection system. It is not counting the coins accurately. I ended up paying over two dollars for a night of it is $1.30. Employee was watching me. I just said keep putting in money

  Business response

  05/06/2024

  Hi ***** -

  Thanks for letting us know about this.  I am sending you a Maverik Gift Card in the mail for the inconvenience.

  Thanks for shopping with us.

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

• Initial Complaint

  03/14/2024

  Complaint Type:

  Billing Issues

  Status:

  Resolved

  More info

  On February 29, I stopped for gas at Maverik on Main Street in Cedar City, UT. The posted price for regular was $2.99. I gave the clerk my credit card and went out to the pump and the price had been changed from 2.99 to $3.17. I canceled the purchase before buying any gasoline and went into the store and told the clerk what happened. He simply shrugged and did not respond. That day Maverik put a hold on my credit card for $150 and has not removed it. I called Alyssa, the store manager at ###-###-#### simply to ask the store to remove the hold on my credit card but she has not returned my call. I feel the store tried to overcharge me but my concern at this point is simply that I get the hold off my credit card.

  Business response

  03/25/2024

  Hi *** -

  The hold should have fell immediately after the cancelation.  Sometimes it takes longer depending on the bank.  It can be confusing for sure, but we do not keep holds on, the bank or credit card company does. 

  Please accept our apologies for any confusion on this matter.  We appreciate your business.

  Best Regards,

  Travis G***

  Customer response

  03/25/2024

   
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me.
  
  Sincerely,
  
  *** ******

• Initial Complaint

  10/19/2023

  Complaint Type:

  Billing Issues

  Status:

  Resolved

  More info

  On October 16 and 17 my bank statement shows charges from Maverik Nitro card. I did not go to Maverik at all on those days, or even recently. It seems that my nitro card is not a secure method of doing buisiness.

  Business response

  10/30/2023

  Hi! 

  Customer Service
  Your satisfaction is a priority to us, and if you have any concerns, or if you'd like to let us know how awesome we're doing, we'd love to hear from you!
  As always, your local Maverik Customer Service team is here to help with any outstanding issues. Feel free to contact us directly at ###-###-#### Monday through Friday from 7 a.m. to 7 p.m. and Saturday from 8 a.m. to 4 p.m.
  ***************************
  ********************

  Once you contact them, they will be able to help.

  Thanks.

  Customer response

  10/31/2023

   
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me.
  
  Sincerely,
  
  ***** *******

• Initial Complaint

  10/17/2023

  Complaint Type:

  Billing Issues

  Status:

  Unanswered

  More info

  Ten transactions attempted with Maverick's Nitro Card at the Maverick located at *** * ******* ***, Payson, AZ 85541 as follows: $1.63 $42.70 $48.55 $1.09 $1.09 $1.09 $36.30 $36.35 $1.09 $54.80 The Nitro card (****** **** **** ****) is linked to my checking account, but the above charges were declined for an illegitimate reason since the checking account held sufficient funds to support these charges. I produced an alternate form of payment since goods were already received (gas and coffee). The declined charges above were resubmitted for payment automatically even though the goods had been purchased with an alternate form of payment. Accordingly, I have now been billed twice for the same goods - once with an alternate form of payment when the initial charge was illegitimately declined and a second time due to the automatic re-attempt from the Nitro card. Upon calling TeleCheck Services, Inc. ATTN: Resolutions Department ** *** ****   Hagerstown, MD 21741-6806 Tel: ###-###-#### and speaking with no person who could adequately pronunciate and legibly convey spoken English, I was finally told that the refund, if at all, would take 30 days. I was given no confirmation number of the call and was provided no first and last name of the person helping me. All I know is her name is Nancy.

• Initial Complaint

  06/03/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  New Maverik franchise in town so I signed up for a "Nitro" card two months ago. Against my better judgement, I provided their app with my personal bank details and allowed them to verify my bank account. The retailer claims you'll save 10c/gal if you participate. Tried the Nitro card multiple times and it was declined by *********. For the record, I've got an 800+ credit score and my personal bank account always has enough funds to cover a gas fill up. Called Telecheck and got an overseas call center with a script. Was told to try it again "in a couple days". Two weeks later, same result. Called Telecheck again, same script, same result. Called Maverik HQ, was told it's Telecheck "fault" and this happens "all the time". Tried again to reestablish my bank details with the app but rather than doing the login passthrough, I opted to do the longer bank micro-deposits route. Reestablished a new PIN. Waited a day, logged back into the app and successfully reported the two micro deposits. Should be good? Nope, denied at the pump again. ********* again sends an email with some vague reason and refers you to their call center. My home address is a mile away from this Maverik station. There should b nothing unusual about making a purchase there. I bank with a large credit union. We REGULARLY make purchases with this account with other retailers without issue. It strikes me that Maverik is using this "Nitro" program as an elaborate bait & switch. Once you're denied the Nitro discount at the pump; you're going to fill up there anyway. Am I right?

  Business response

  06/19/2023

  Hi **** -

  My name is ********************* and I work for Maverik.  First let me apologize for your Nitro Card issues,  If I was in your shoes, I would be annoyed and upset as well.  

  For your information, Fiserv runs and operates the Nitro Card, they are the card company, we just have our name on it.  Our customer service team contacted ****** and I am told this issue is now resolve and your card is approved.

  If that is not the case, please let ** know at ****************************************** or you can contact me directly at ************************************************  

  We know you have a choice of where to shop, we thank you for shopping at Maverik!  Please have a great day.

  Thanks for your time,

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

  Customer response

  06/20/2023

   
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me.
  
  Sincerely,
  
  *************************

• Initial Complaint

  04/11/2023

  Complaint Type:

  Customer Service Issues

  Status:

  Unanswered

  More info

  Today on 4/11/2023 I went into a store to use my trail points for a $5 gift card, and they tried to charge me $5 so my 500 points plus $5 on top of that so I left, called customer service like I was told to do, then they hung up on me. Been trying to email them as well with next to 0 ppl luck. They also came and took away my gift card as I was leaving.

• Initial Complaint

  12/27/2022

  Complaint Type:

  Customer Service Issues

  Status:

  Answered

  More info

  I opened a nitro card last week and I haven't been able to use it. I called twice the card department to have my issue resolved. Twice, they read to me why my transactions have been declined (lack of funds or unpaid balance). However, none of those 2 reasons apply (I have 10k in my bank account and never had an account with maverik so I couldn't possibly have an unpaid balance with them).Card department then told me that they will update my information and my card should be working after 24hrs. But, nothing. I got 2 full tanks of gas and couldn't use my nitro card (so, no points, no discount....).That's very frustrating. **************** eventhough I explained that we already updated my information and my card is still not working, will just repeat over and over the same speech, like a robot but, don't get anything resolved. I'm ready to close my card and go somewhere else.

  Business response

  12/28/2022

  ****************,

  Please accept my apologies.  Unfortunately, the Maverik Nitro Card has to be connected to a valid bank account to receive the discount.  We do not manage the banking information, a company called Fiserv manages the Maverik Nitro Card and guarantees funds.  You will have to update your information on your account so they can connect to your bank account. 

  I hope this helps, we appreciate your business.

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

• Initial Complaint

  11/23/2022

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  On 11/21/22 I purchased a few item inside store 559 on ********** in **************. My card was charged for an additional ****** and cleared the rest of my money in my account 3 days before Thanksgiving. I was told it should go back on there in 30 minutes. We'll it didn't so I started to panic. Then was told by maverik it was a 24 hour hold. Well 24 hours went by and then was told by maverik that they didn't have access to transactions and that my bank must be holding. Contacted my bank and they said it's maverik that has a hold on everything. Went to maverik and called again in a desperate attempt to get Thanksgiving money for my family since maverik decided to hold it all.. now I should have Thanksgiving dinner purchased and begin preparing but I'm still waiting for maverik to release a hold on all my Thanksgiving money. Sadly my family probably won't have one this year because of this. Hope you are happy with yourself maverik. You destroyed our holiday.

  Business response

  12/02/2022

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

  
  Thank you for your note.  I apologize for any inconvenience the pre-authorization may have caused you. 

  In the future, if you pay inside the store, you can skip this process.  This hold is done through a credit processing company and with the bank.  It is to drop as soon as the transaction completes.  Unfortunately, this one did not fall off right away due to the banking system.  I assure you that the hold was released on our end.

  
  I have your information and my team is going to send you a Maverik Gift Card to just say thanks for shopping at Maverik.  I know this doesnt correct the bank releasing the hold, but we are sorry if this caused hardship.
  

  Sincerely,

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

*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. ↩