Complaints

• Initial Complaint

  06/14/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  On 2/18/24 I was charged $27.73 for gas at this Arco but there was an error with the pump and it did not actually put gas in my cars tank. I had to go to a different gas station and fill my tank, and was told by an employee at this Arco to come back the next day to speak with the manager to get a refund due to the error. The same employee told me that he had been working on the pump that I had just used (he was friendly but unable to provide me a refund due to not being a manager - no complaints about this specific employee). I came back the next day and was told by the manager that the gas was in the tank and they would not refund me. (The gas I paid for was NOT in my cars tank and I immediately had to go fill my tank at a different gas station after paying for gas I did not receive at ****.) I reached out to customer support and was told over the phone I would be refunded. I was never refunded. After months of emailing back and forth, customer support has still refused to provide the refund I was told I would receive and has stopped responding to me altogether. I would like to receive the refund I was told I would receive since I never received the gas that I paid for, and I would encourage Arco to label and inform customers of any gas pumps that are being worked on and not correctly functioning. I would also request that customer support follows through with customer cases. Thank you.

  Business response

  07/02/2024

  I'm responding back to this we talked over the phone, but I just wanted to make sure I emailed back to you guys. the customer had put in their credit card at the pumps, and we were out of gas so once they hang up the pump the charges should be reversed back to their card, so this is the issue with their bank and them. Me and also the company ** arco p.m. try to explain this to them but it's not getting resolved.NO amount had started at the pump so no amount should have been charged. But a lot of banks when you enter your card at the pump, they have a reserve. Some banks do $25, $50,75, and up to $175. each bank has their own different amounts, but once we hang up the pump, all that money normally goes back into the account. Mostly, it'll go back into their accounts within minutes, or sometimes it can take up to 48 hours.

  Customer response

  07/09/2024

   
  Complaint: 21849283
  
  I am rejecting this response because:

  This is not what I was told at any point by anyone I spoke with. The $27.73 is a posted charge still showing on my account, not a pending hold. I was told I would be refunded since I did not receive the gas that I paid for and I have not been refunded. 

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

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