Complaints

• Initial Complaint

  01/17/2025

  Complaint Type:

  Customer Service Issues

  Status:

  Resolved

  More info

  I've been using the Chevron app and the Chevron Texaco Rewards (***) program since 2023. On 1/12/2025, I found out that ***** hard-earned points in my *** account was reduced to 0. I called Chevron customer care at ************ on 1/13, and was informed that my points expired on 1/3/25, which was completely unexpected since the points expiration that I'm aware of when I signed up for the rewards program was 182 days. The specialist mentioned that the expiration period was reduced to 90 days since October 2024. That was also surprising to hear since I did not receive any communication (email, mail, or announcement in the Inbox section of the Chevron app) about the change to the rewards program. I checked *** websites and found conflicting information, where Chevron still even has an active webpage up which stated 182 days expiration (screenshot & full PDF printout of the information on that webpage attached) for *** points. My reasonable request to reinstate the points on the basis of quiet roll out of the reward program changes that most customers I'm sure are unaware of & the fact that I had to travel to attend a family matter in the last quarter of 2024 while knowing that my *** points won't expire until February 2025, was rejected by Chevron *************** Specialist by the name of ***** ***************** offered an apology for the "inconvenience" caused by the missing notification regarding new points expiration policy, acknowledging the problematic rollout of the *** changes, but stopped short from offering remediation. I found this to be an unacceptable & unfair business practice by Chevron designed to nullify customers' hard-earned points. The ***** points taken away from my account offers $1.1 saving/gallon on the next fill up, up to 25 gallons, so the potential maximum monetary loss out of this issue is $27.5. Chevron can locate my *** account using the email *************** number I provided in this BBB complaint. Looking forward to a fair resolution.

• Initial Complaint

  01/07/2025

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  My boyfriend works nights. When he got off he went to said gas station to get gas. It was cold out so he set the pump up and sat in his truck. It seemed to be taking longer than normal. So he exited his truck, only to find that the pump was overflowing and spilling gas out everywhere. Because the pump did not shut off it made a mess and charged him for all the spilt gas. He went in to speak to the gas station attendant. Hoping to be reimbursed. She informed him they were aware of the situation and nothing could be done about it. They also shared a few days prior it happened to a lady who ended up with gas all over her. She informed my boyfriend that the manager would also say she could not help him, because that was the answer the lady a few days prior got from the manager. Not only are they aware of the issue and not taking care of it, but it is a major safety hazard.

  Business response

  01/20/2025

  Dear *** L,
  
  Thank you for your patience while we review the customer's concern. Ensuring our customers have a clean, safe and reliable experience is one of our core values.This station is independently owned and operated by ************************. CHEVRON.We have shared the consumers concern with the relevant retailer. Please see the retailer and marketer direct contact information below.
  
  Station ID: *****
  WILLIE'S ****** ST. CHEVRON
  **************************************************************
  ************* 
  
  Marketer:
  ************ CORPORATION
  ***********************************************>*******************-4493
  
  We appreciate the time you have taken to contact us. We look forward to continuing to deliver top quality service and products to our customers in the future.
  
  Sincerely,
  
  ********* **********
  Senior CCC Specialist, Consumer Connection Center
  Global Customer Experience CSC E&D

  Customer response

  01/20/2025

   
  Complaint: 22714333
  
  I am rejecting this response because: there is no compensation, apology or amends offered for the incident. They literally just say thank you for contacting them. It should not be my job to reach out to the individual owner of that specified business. 
  
  Sincerely,
  
  ****** ***********

  Customer response

  01/28/2025

   
  Complaint: 22714333
  
  I am rejecting this response because:
  We just want to be compensated for the mess and loss of gas due to this stations lack of fixing broken equipment. 
  Sincerely,
  
  ****** ***********

• Initial Complaint

  12/30/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  11/8, I filled my vehicle for $60. Vehicle traveled 1.6 miles and stalled in the roadway. Repair facility diagnosed bad gas. Fuel injectors, fuel pump, fuel sender damaged by bad gas. $3500 in damages and $45 towing. Fuel station phone was busy all weekend. 2 days after incident all pumps were taped off and tanks were being serviced. Manger referred to corporate. Submitted claim and documentation and corporate has been investiagting for almost 2 months. The station has an obligation to provide clean/reliable fuel to customers and they failed, but have yet to admit fault or reimburse the damages. I am a mechanical failure claims adjuster and am familiar with the difference between sudden part failure and damages resulting from outside influence.

  Business response

  01/20/2025

  Dear *** L,
  
  Thank you for your patience while we review the customer's concern. Ensuring our customers have a clean, safe and reliable experience is one of our core values.
  
  This station is independently owned and operated by Checkout #**. The customers concern was shared with the relevant retailer and marketer on December 2, 2024.On December 11, 2024, the marketer confirmed they were in contact with consumer,and they were addressing this matter directly with the consumer. Please see the retailer and marketer direct contact information below.
  
  Station ID: ******
  Checkout #**
  6951 FM 1960 W CUTTEN
  *******,**
  *************
  
  Marketer:
  Sunoco
  ************************************************************************************
  *************
  
  We appreciate the time you have taken to contact us. We look forward to continuing to deliver top quality service and products to our customers in the future.
  
  Sincerely,
  
  ********* **********
  Senior CCC Specialist,Consumer Connection Center
  Global Customer Experience CSC E&D

• Initial Complaint

  12/07/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I signed up my years ago for promotions the company offered. Recently, I havent been receiving my promotions anymore without any notice. I contacted the company to file a complaint and was put on hold for over an hour because the manager was busy. The manager lied to me, she said she would call me back and never did.. I called back a few days later and another manager was too busy to take my call. This is horrible business when they lured me in offering me promotions and then take them away without notice. I am entitled to my promotions. I havent had any free coffees and free snack for over 2 months. Chevron should reimburse me for the over payments I been making. I called the company back again and the representative told me the manager that was supposed to call me back gave me a ******************************** the ?? That is not correcting the problem, and 100 points is nothing This company is in violation and should be held responsible to the maximum.. I am requesting $600 refund for overpayment on this shady operation

  Business response

  01/06/2025

  Dear ***** ******,
  
  Thank you for using the ExtraMile Rewards Loyalty App!
  
  This is to acknowledge your case submitted regarding ***********.
  
  We sincerely apologize for any inconvenience caused. As of December 08, 2024, we have credited a *********** Voucher on your account. Thank you for your understanding.
  
  If you have any further questions or concerns please reach out to our team at **************, option 3 or by email at ************************************************************************************************************************************************************************************************************************************************************************************************************************************. Thank you again for taking the time to write to us about your concern. We appreciate the opportunity you have given us to respond.
  
  Sincerely,
  
  ******** A

• Initial Complaint

  11/24/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  Went to Chevron gas station at **********************************************************************. The pump's readouts for dollar amount and number of gallons pumped had been obscured with dark tape, making it impossible to see how much fuel the pump was dispensing. I stopped pumping after a short time and went inside to report the problem. The employee first said I owed $50 for the transaction. I said that was impossible and explained the problem at the pump. He refused to go inspect the pump. He than said I could just pay $30. I was getting nowhere with him so I paid that amount, thinking it was close to what I had pumped. The receipt he gave me shows no information about dollar amount paid, nor number of gallons dispensed. Something is fishy at this station.

  Business response

  12/23/2024

  Thank you for your patience while we review the customers concern. Ensuring our customers have a clean, safe, and reliable experience is one of our core values. This station is independently owned and operated. However, we have shared the consumers concern with the independent retailer and marketer. Unfortunately, we have not received a response from them to share with the consumer currently, but we encourage the consumer to contact them directly. Please note we have communicated this information with the consumer as well.

   

  Station ID: ******

  ***************;  

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

  *******, **

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

   

  If the customer has any further questions, they can contact our team via email at **************************************************************************************************************************************************************************************************************************************************************************************************************************************************************************************************************** or call us at ************, option 3.

   

  We appreciate the time you have taken to let us know of your concern. We look forward to continuing to deliver top quality service and products to you in the future.

   

  Sincerely,

• Initial Complaint

  11/23/2024

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  I use your business service today and unfortunately they made it inconvenient putting a exorbitant hold on my money in my bank account when I only had spent $20 with your company I feel this an extreme circumstance to go through just to make sure you guys get paid and inconveniencing your customers at the same time why is your system set up like that and can you please fix it cuz it's clearly an inconvenience to your customers to single out your cash app and ****** customers I feel it it is a discrimination against the card holder I very much like a response back concerning this matter this . Cuz now it's left being in position in a position to where I can't go get groceries because you could hold on my cuz you guys put a hold on my money in my bank account over $20 in gas and you are holding all of the money which was $160 and I finally can be ridiculous thank you and have a good day.

  Business response

  12/09/2024

  Dear ***,
  
  Thank you for your patience while we reviewed the customer's concern. We have reached out to the customer directly regarding their recent experience. Please see our response provided below.

  We appreciate the time you have taken to contact us. We look forward to continuing to deliver top quality service and products to our customers in the future.
  
  Regards,
  
  ********* **********
  Senior CCC Specialist, Consumer *****************
  Global Customer Experience CSC E&D

  _________________________________________________________________

  Response To Customer-

  Dear ****** *****,

  Thank you for taking the time to contact Chevron regarding the pre-authorization amount placed on your account after a fuel purchase. The company is always actively working to improve service levels, and your feedback is invaluable.

  We're sorry to hear about your recent experience. Please be advised that Chevron did not charge you $160.00. Your card issuer or bank sends a request to pre-authorize the transaction for a set amount and duration. Banks may hold this pre-authorization amount until they receive notification of the final purchase amount after completion of the transaction. Chevron does not control the duration of the hold. Please contact your financial institution to release this hold if you can still see the charge on your end.

  We're sorry if this process caused you any inconvenience. We sincerely value you as a customer and hope this incident will not keep you from patronizing stations in our retail network in the future. Should you have further questions, please don't hesitate to reach out to us at **************,option 3 or email us at ********************************* and we'll be more than happy to assist you.

  Sincerely,
  
  ********* **********
  Consumer ***************** Specialist
  Chevron Products Company, a division of Chevron **********

  
  

• Initial Complaint

  11/20/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  Chevron Station *********************************** La Habra, Ca could be putting their customers in danger by not having a receipt from the pump, but rather, even if you select the prompt, that you would like a receipt, you have to go in side ! Yesterday, Nov. 19, 2024, My daughter and I stopped to get gas $ ***** worth of gas on Pump # 3. She had to leave the car with me inside, and get a receipt from the inside. There was someone cooking, who had to stop what she was doing, leave her station and attend to this "receipt" problem, to which someone else came out of the back, only to say that the machines often don't work. What?? Why is no one checking each morning to see that the pumps are working and in good order? We are paying so much anyway, that you would think that Chevron needed the business. This was at 11:01 am, but oftentimes my daughter goes by herself at night and again, she has to go inside and get the receipt. She has to lock her car, take her belongings and sometimes in the rain, she has to do the same. What kind of business ethics do you have? Fix, the problem, and don't put your customers in harm's way. Make sure that all the pumps are working, or leave a sign that says "not working" so we can go to ***** . At least their receipts are always available, with no need to lock the car, take their belongings, and leave the car, I already left a complaint on Chevron's website with this complaint, and let them know that I was filing a BBB complaint, yet again. I don't want my daughter thinking she is getting a receipt right then, rights after pumping the gas, when she is prompted to get a receipt, and still has to get her belongings, lock her car, and leave her car, to go inside, when people are standing around, some pumping gas, and some just loitering, sometimes late at night. You need to have your managers check every day to see that the pumps are working and that there is enough paper. !!Poor business practices for Chevron.

  Business response

  12/09/2024

  Dear ***,

  Thank you for your patience while we review the customers concern. Ensuring our customers have a clean, safe, and reliable experience is one of our core values. We have shared the consumer's complaint with the appropriate parties requesting that they reach out to the consumer directly in a timely manner. We kindly ask the customer to contact our team via email at ********************************* or call us at ************, option 3 and please reference case# ********.
  
  We appreciate the time you have taken to contact us. We look forward to continuing to deliver top quality
  
  Regards,
  
  ********* **********
  Senior CCC Specialist, Consumer Connection Center
  Global Customer Experience CSC E&D

  
  

  Customer response

  12/10/2024

   
  Complaint: 22582060
  
  I am rejecting this response because: the response above from the business is not pertaining to my complaint.  This is about safety, and was not addressed.
  
  Sincerely,
  
  ***** *********

• Initial Complaint

  11/20/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I buy energy drinks that are advertised (with pictures) on the fridge they are contained in at 2/4.99 or 3/6.99. Every time I try to buy two qualifying drinks, they charge full price for each drink, which amounts to 7+ dollars. When I point out their advertisement, they have stated that "sometimes the ad works, sometimes it doesn't" and have told me they cannot change the price or rings up as. This is not only not true, but multiple times I have had to have them adjust the price with no attempt on their end to fix their systems to reflect the sale price after they have adjusted it. This issue has been ongoing for months. If they advertise a price, they should honor it, or make some attempt at charging the correct price at the **** All I want from them is to make an attempt to update their systems to reflect the correct price or remove the advertisement.

  Business response

  12/09/2024

  Dear ***,
  
  Thank you for your patience while we reviewed the customer's concern. Unfortunately,there was not enough information provided in the complaint to address the customers concern. We have reached out to the customer directly to try and obtain the ******************** location. 
  
  We appreciate the time you have taken to contact us. We look forward to continuing to deliver top quality service and products to our customers in the future.
  
  Regards,
  
  ********* **********
  Senior CCC Specialist, Consumer Connection Center
  Global Customer Experience CSC E&D

• Initial Complaint

  11/12/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  On October 26, 2024 at approximately 1:36pm I had just finished filling up my ****** Tundra 2024 with *********** at the Chevron gas station. I filled it up with just over 24 gallons at the price of $124.93. As soon as I turned on my truck it began to shake and warning signals went off. I pulled around the back of the gas station and called the dealership where I bought my truck. They asked me to bring in my truck. I dropped off my wife and kids at home on my way to the dealership. I asked my wife to go back to the gas station and get a copy of my receipt and some gas from the same pump to bring to the dealership. Once I arrived at the dealership they offered me a loaner car. I left my truck at the dealership to take my son to his football game. My wife was getting a hard time getting a copy of my receipt and they didn't give her a copy. A few minutes after leaving the dealership they called me and said they had tested some of gas from my truck and the sample my wife had brought and that both were contaminated. I made a claim with my insurance so they could begin repairs and I also called Chevron corporations to file a complaint. After about a week the dealership said my truck was ready but I checked it and it was still malfunctioning and shaking. The dealership is still trying to fix but it sounds like my truck is a loss or will not be the same again. I have not heard back from Chevron and my case number with them is ********.

  Business response

  12/09/2024

  Dear *** ****,

   

  Thank you for your feedback regarding the fuel quality at one of our Chevron branded stations. At Chevron, providing our customers with quality fuel is one of our highest priorities. We take diligent care to ensure the excellence of our fuels in its manufacture and distribution. We have shared your concerns with our station management and will contact you if we have any questions or require more information. Please expect a response within 5 to 7 business days. If you have any questions during this process, please contact a member of our team at ************.

   

  We appreciate that you brought your experience to our attention. Chevron is committed to providing excellent products and services to our customers. We sincerely hope to have the opportunity to serve you again.

   

  Sincerely,

  Customer response

  12/10/2024

   
  Complaint: 22548305
  
  I am rejecting this response because: no issue has been resolved yet. Until I hear what they will offer for damaging my new truck I do not accept this response. 
  
  Sincerely,
  
  ********* ****

  Business response

  12/23/2024

  Dear Mr. ******** clear="none" style="color: rgb(0, 0, 0); font-family: "Times New Roman"; font-size: medium;">
  Thank you for taking the time to contact us about the fuel quality at one of our Chevron-branded stations. We appreciate the opportunity to review the information you provided.
  
  The station team has completed their review and have no reason to believe that the fuel you purchased at the station did not meet all specifications. The quality monitoring system both at the terminal and station level, as well as station delivery records didnt show any discrepancies. Nor did they receive any other fuel quality complaints for this station at or around the same time of your purchase.
  
  Thank you again for contacting us. Chevron is committed to providing excellent products and services to our customers. We sincerely hope to have the opportunity to serve you again.
  
  Kind regards,
  
  ********* **********
  Senior CCC Specialist, Consumer Connection Center
  Global Customer Experience CSC E&D

  Customer response

  12/24/2024

   
  Complaint: 22548305
  
  I am rejecting this response because: I received contaminated fuel from Chevron, as soon as I got gas from Chevron my truck started shaking. I took my truck immediately to the dealership and they said the gas was contaminated and I have paperwork and receipts to prove it.
  
  Sincerely,
  
  ********* ****

• Initial Complaint

  11/09/2024

  Complaint Type:

  Billing Issues

  Status:

  Answered

  More info

  I opened a Chevron credit card account in February 2024. I have primarily used the card at one station - #****** located at ************************************************************. The advertised prices have a lower rate for cash and Chevron cards and a higher rate (.10 higher) for credit/debit cards. I am always charged the higher rate even though I am using a Chevron card. I asked about it inside the store and was told I should be charged the lower rate but it could not be changed. I contacted Chevron through the website and initially got a response but eventually they stopped responding. This error has happened at other locations as well. I have been overcharged about $30 - ten cents on about 300 gallons of gas and I would like that amount refunded. I will not use the card anymore and will not shop at Chevron anymore.

  Business response

  12/04/2024

  Dear ************************hidden="true" style="color: rgb(36, 36, 36); margin: 0in; font-size: 11pt; font-family: Aptos, sans-serif;"> 

  Thank you for taking the time to contact Chevron about not receiving the Cash/Credit discount during your recent visit. The company is always actively working to improve service levels, and your feedback is invaluable.

   

  This station is independently owned and operated. We are working with the station and our card service provider to help resolve this matter, and were sorry for this experience. We would like to offer you a gift card for your inconvenience and help compensate you for any difference in prices charged.  Kindly provide your mailing address to **************************************************************************************************************************************************************************************************************************************************************************************************************************************************************************************************************** and please reference case# ********.

  We appreciate you bringing this to our attention. Chevron is committed to providing excellent service to all our customers and when this is not afforded, we are very disappointed. We sincerely value your patronage and hope this incident will not keep you from visiting stations in our retail network in the future. 

  Please let me know if you have questions. 

  Regards,

*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. ↩