Complaints

• Initial Complaint

  03/04/2024

  Complaint Type:

  Customer Service Issues

  Status:

  Answered

  More info

  Maverick gas station 448 on ******** serving dirty fuel causing engine light to come on also customer next to me while filling up , her car wouldnt start then my car wouldnt start after filling up with gas pumps 9 and 10 was able to get the car started and driving however now the check engine light is on and will have to pay for engine and fuel line cleaning. This company has a proven track record of serving dirty fuel out of other locations from sept 2023 in the news from ******* Wa. and the company continues to serve dirty fuel. I will need complete reimbursement of cleaning costs and a refund on gas along with compensation for losing earnings due to lost time as my vehicle is also used for income. We will be sharing this with the news and social media outlets. I do also have witness information if needed. If this company has a proven track record of this they need to be held accountable. This will need immediate resolution. I have filed a customer fuel concern with the company but have not heard back. Make this issue more of importance please and prove its a concern for your organization because as of now the optics look like its deliberate negligence.

  Business response

  03/25/2024

  ************** -

  Regarding your 2018 **** Escape with ******* miles on it, no supporting evidence was found that our fuel caused your vehicle break down.  This has been communicated to you previously.  We are sorry, but we have to deny your claim.

  Best Regards,

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

   

  Customer response

  03/25/2024

   
  Complaint: 21382900
  
  I am rejecting this response because:
  Mechanic lead at ********* mentioned purge valve was impacted by bad gas damaging purge valve previously replaced along with witness at gas station seeing impact to vehicle along with her car having issues after fill up.

  Mentioning no supporting evidence was found without investigating the claim is not truthful on your part. I am requesting how you came to this conclusion? Who did you call (witnesses/mechanic shop manager) the dates and times of investigating the claim. I am also requesting a direct contact to your insurance company as I move forward with legal representation. Your company does not have a clear way to obtain information and file claims (injury/property damage) 

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

  Customer response

  03/25/2024

  Please see attachment for documentation. 

  Customer response

  04/05/2024

  Ive sent this twice now once to Maverick service **** and again to BBB not sure why everyone is disregarding the documentation and further requests for details of investigation into my claim on mavericks behalf? what witnesses did they speak with dates and times? to further understand how they came to the decision to deny the claim. They have not conducted a thorough investigation. I will send documents again thru BBB link please do not disregard them nor lose them again. I am keeping record of each time I have sent my supporting documents. 
  
  I am requesting the dates and times of who a representative spoke to in their investigation the mechanic? The witness? The store clerk who to the report the day of the incident? I cannot be more clear than this. Please do not ignore my request and hurry to close my claim. 

  Business response

  05/06/2024

  
  Dear ****************
  When investigating your claim regarding your unleaded fuel purchase, we review the following information:
    What were the digital fuel tank readings over the period of fueling?
    What fuels are stated on the delivery receipts?
    What time did the fuel delivery(s) take place?
    Was the wrong fuel dropped in storage tank?
    Did the Fuel supplier (refinery) have an issue with their unleaded fuel?
    How many customers who bought unleaded fuel in a twenty-four-hour period?
    How many gallons of fuel were sold before and after your purchase?
    Was water indicated in the fuel readings on our digital readings?
  This letter is to inform you that we are denying your claim of subrogation due to the following:
    Our tank contained no less than ***** gallons on the day of purchase
    At no time was water indicated in tank through our digital monitoring system
    Date of purchase 783 customers purchased unleaded fuel; you represent 0.1% of customers
    ***** gallons of unleaded fuel sold, average transaction ***** gallons, you represent 0.1%
    There have been no other issues, complaints, or claims from any other customers on this date or prior
    If our fuel had an issue, there would have been more claims; this is a certainty
  

  After consulting with our legal department, we have reviewed all the paperwork supplied and cannot find where we are liable for the damages to the vehicle without evidence to support the matter.
  

  If you have any questions; please feel free to reach out to me as I would be happy to discuss this further.
  

  Cordially,
  *********************
  Director of *************** Maverik, Inc.
  ************
  *********************************

• Initial Complaint

  06/24/2022

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  On June 16th at approximately 7:03 p.m. I went to Maverick to get gas. I received $15 worth of gas and they wiped my card clean of 162. They owe me $147 for 8 days now and when I approach them and ask them to look it up they told me to call customer service they will not help me I called my bank I filed a dispute. But this is all the money I had. I have been completely broke for 8 days now because they won't give me my money back. I believe I would like my money back in full and something for my suffering wouldn't be bad. They're very rude there and ***** the manager told me would help me and then refuse to return my call and when he finally did he told me to call customer service instead of helping me himself he could call customer service I've already made like 10 phone calls regarding this matter. I need my money back ASAP please and thank you for all your hard work I'm sorry for all the drama but I'm sure they're doing this to more people rather than me. I've had my money taken before for gas but the longest it ever took to come back to me was 3 days. The bank says there's no settle issue going on either the bank says they took $147 and 162?? Okay hope to hear from you soon thank you and have a marvelous day and I appreciate everything you do for me and everyone else one more thing it's Maverick store 592 and the last four digits of my card number is **** and I'm sure you can find the phone number

  Business response

  07/15/2022

  
  Hi BBB
  
  Please see this correspondence, this matter has already been addressed.  Also, in the future if you receive a complaint, please send them to my email for a more timely response.
  
  Best 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. ↩