Complaints

The complaint text that is displayed might not represent all complaints filed with BBB. 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.

• Initial Complaint

  Date:07/23/2024

  Type:Delivery Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I attempted to enroll in their Pump Pay rewards program all electronically. I received an email claiming that some information could not be corroborated, and I would need to FAX or email certain specific data. This happened on July 5, 2024. I compiled an email, attaching the two pieces of data requested, and I submitted it back to Parker's vendor on July 5, 2024. Their initial email claimed that I would receive some communication WITHIN 10 business days. 1 - Today is July 22, 2024, and I have received no communication. I reached out to Parker's vendor via its toll-free number ************. No one answers. Call is placed on auto-hold, and I waited for a total of over 45 minutes spread over three (3) separate attempts to contact them for any update.2 - I also tried to contact Parker's direct customer service at ************. This phone rolls directly to voicemail with a recorded statement that caller leaving name and number would be contacted within ONE business day. I contacted left a message last Thursday, July 18, 2024 with my concern about their vendor holding personal data with no follow-up - that is now TWO full business days ago.3 - Today, July 22, 2024, I called directly to The Parker Companies' main telephone number ************ and followed the prompts to reach their "Pump Pal and ******************** I left another message attempting to explain my concern that certain personal data had been transmitted via email to their vendor, and I am concerned about its security - especially in light of no response or communication. To be honest, there was no time frame mentioned on this recorded message; however, at this point, contacting THREE separate points with the organization, I would feel it an elevated concern by someone at Parker's if they truly value customers and goodwill.

  Business Response

  Date: 08/07/2024

  Parker's kitchen customer service team attempted to contact ****************** via phone.  Due to his work schedule the calls were missed and his return calls were also missed.  We sent an email on 7/31 and his response reiterated his frustrations about trying to resolve the problem.  We were finally able to connect with him and arrange a time that would with his schedule, Friday 8/2/24 at 4pm.  Our team attempted to call him and he did not answer the call.  Follow up text messages were sent and we have not heard back.  In order to resolve this issue we need some additional information from ****************** so we can try to assist on his behalf.     

  Business Response

  Date: 08/09/2024

  On Thursday 8/8/2024 the Zipline team attempted to call him 3 times.  Calls were not answered but he returned their call on 8/9/2024.  When the representative started to explain how she could help him he stopped her and said he had no interest in moving forward with them or with the Parker's payment program and hung up.  

  Customer Answer

  Date: 08/10/2024

  [To assist us in bringing this matter to a close, you must give us a reason why you are rejecting the response. If no reason is received your complaint will be closed Administratively Resolved]

   Complaint: 22027761

  I am rejecting this response because:

  I contacted their third-party vendor for the PumpPal  application at the telephone number provided, and their *** told me the EXACT same information was missing they requested in the original email on July 5th!  I informed their vendor that I DID send them an email on the same day, July 5th with the personal data that originated this complaint.  Whoever the vendor *** was told me she could not research my email because that was handled in another department.  So, to me, this is inept bureacracy on the vendor's part which exhascerbates my mistrust in the entire affair.

  As for Parker's reaching out to me, I am a public school teacher, and I do not handle personal business during school hours.  July 5th I was not in school when I sent my ***ly email.  The 10 business days their vendor promoted in its initial email was also when I was not in school.  And, I DID attempt to respond to Parker's various phone messages winding up with answering machine recordings in ALL cases, which ironically highlights their failed customer service returning my initial inquiries on the status of my application and personal data back in July.

  The August 2nd date was our second day of school year on a Friday afternoon after our school had experienced a severe weather student release protocol and 4pm was no longer tenable to me. (That time was set in an on-the-spot query by a co-worker of mine handling Parker's business for them due to personal association) 
  

  Their vendor has my personal data and has had it since July 5th.  I have informed Parker's I no longer desire to conduct business with them, seeing as I have gone WELL BEYOND consumer due deligence in trying to resolve my application.   Further, I will remind them here that I will pursue legal remedy if my personal data submitted is released, stolen, or exploited in any manner.
  

  Respectfully submitted,,

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

  Business Response

  Date: 08/16/2024

  We try hard to provide customers with the best support possible and apologize that this wasn't ********************** experience.  We take situations like this seriously and would still like to work with ****************** to help him resolve the problem if he is open to it.  

  Customer Answer

  Date: 08/17/2024

  [To assist us in bringing this matter to a close, you must give us a reason why you are rejecting the response. If no reason is received your complaint will be closed Administratively Resolved]

   Complaint: 22027761

  I am rejecting this response because:

  Rereading Parker's initial response, I take exception to their claim, "Follow up text messages were sent and we have not heard back. "

  There were NO text messages from Parker's or its vendor to me!  My phone does not delete any messages, I can only direct them to Archive or Spam/Blocked, and I see nothing in either folder from Parker's or its representative.

  As Parker's ended its last response, "if I am willing", and at this point, I am NOT willing to engage with this business.  My consumer voting dollars are better and more easily accepted with its competition.

  I thank the BBB for its intercession and for this learning experience. I will be glad to share my experience and findings with my family and friends, so they may make better buying decisions.

  Respectfully,

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

  Business Response

  Date: 08/28/2024

  We are truly sorry for the way the situation played out with ****************** and understand his frustration with trying to resolve the issue.  If at any time he changes his mind he can reach out to **************************************** and we will help him.  

• Initial Complaint

  Date:09/11/2023

  Type:Billing Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I signed up for the pay at the pump system, Parker's uses. Within the first month of using it, 3 unauthorized charges appeared on my debit card. Two charges of $29 and one charge of $30. When I contacted the company which operates this system for Parker's, the representatives refused to discuss the situation...instead they talked over me, and yelled a lot, and never addressed the false charges. I tried contacting Parker's about this. Their "customer service" number goes directly to voicemail....where it says they will return all calls within 24 hours. It is now 60 hours later and no return call. This pay at the pump system seems to be a complete scam.

  Business Response

  Date: 09/15/2023

  Please see attached response. 

  Customer Answer

  Date: 09/15/2023

  
  
  

  [To assist us in bringing this matter to a close, you must give us a reason why you are rejecting the response. If no reason is received your complaint will be closed Administratively Resolved]

  
  

   Complaint: ********

  
  

  I am rejecting this response because: It is full of false statements.  First, I did leave 2 separate voicemails with my name and phone number. Second, the "third party" company refused to look at anything when I called them.  I have bank records which show they charged my card and collected the money at the exact same time they charged me claiming the was ***.  I offered to send them the proof, but they refused to accept it.  Third, As for the other 2 charges of $29, Parkers just saying they don't exist will not make them go away.  I have the bank statements which Parkers claims they would want to see....however they have NEVER provided a way to show them.

  So, even though Parkers just wants this to go away, and then they can keep this money they have no right to...I will not accept this dishonest and insincere response.

  
  

  Regards,

  
  

  **** ******

  
  

  
  

  
  

  
  
  

  Business Response

  Date: 09/20/2023

  Parker's would be happy to review any documents this customer would like to provide in an effort to ensure his concerns are resolved. As previously suggested, the customer can provide screenshots of his bank statements outlining the disputed charges which may give us a better understanding of what he is referring to in his complaint. Transaction history reports do not reflect charges for this customer in the amounts he is specifying. The customer can mail his supporting documentation to the attention of the Customer Service Department, *** ********** ******** ********* ** ****** Please understand, if a consumer has the bank investigate alleged fraudulent charges, the bank or credit card company may be where the referred charges were initiated, not from Parker's. All charges in this customer's transaction history have been correlated with fuel purchases.

  Customer Answer

  Date: 09/20/2023

  
  
  

  [To assist us in bringing this matter to a close, you must give us a reason why you are rejecting the response. If no reason is received your complaint will be closed Administratively Resolved]

  
  

   Complaint: ********

  
  

  I am rejecting this response because: They refuse to address the issues.  They keep falsely claiming they have checked their records and are connecting them to fuel purchases.  Yes, if you check your fuel purchase records that is all you will find.  But if they would check their records on ALL charges to my card, then they would have found the other charges which are NOT connected to purchases.

  
  

  Regards,

  
  

  **** ******

  
  

  
  

  
  

  
  
  

  Customer Answer

  Date: 10/04/2023

  You are saying that "the business responded"....that is not really accurate.  Yes, they sent a "response", but it did NOT address anything in the complaint.  They basically said, we looked at the records which support our claim and ignored the records which prove the complaint is valid. Well, that is not really a response.  If you want to provide accurate information out into the world, then state that "Although they did send a response, they never addressed the issues of the complaint".   That would be an accurate and informative thing to be on your webpage....and I might encourage companies to actually respond

• Initial Complaint

  Date:01/17/2023

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I purchased gas from Parker's #46 at  on December 13, 2022 at 12:52. I purchased 12.275 gallons of unleaded gas from pump #3. Approximately 30 minutes after leaving the gas station my check engine light came on. I contacted my ****** ********** immediately to schedule a diagnostic test. The dealership scheduled an appointment for Thursday, December 14 at 8:00. The dealership formed a diagnostic test and determined that my gasoline had a mixture of diesel. I immediately contacted Parker's fuel manager and spoke with ****** ***** and informed him about the issue. He said they would send someone to test the fuel. Approximately 5 hours later I was contacted by ****** **** with Parker's and informed that no diesel was found. I immediately asked for a copy of the report to which she denied. I contacted ****** and asked him for the report and he said he could not provide. I paid ******** ****** $1,194.61 for repairs (they had to perform a complete fuel system flush. Parker's submitted my claim to their insurance company (Amerisure - *** ******. I asked him for a report as well. I have been told that I could not receive due to proprietary information. I have requested a redacted report showing the company who performed the test, date of test, store # and pump, along with a pass on the fuel. I have not gotten a response after asking for a redacted report. If Parker's has nothing to hide, I feel a redacted report would be easy to provide. I feel that the company is trying to avoid paying and hiding information. If I was the store owner and my fuel passed, I would be happy share the report showing such. The area in which I live has multiple Parker's stores in the area and this is where I purchase gas. If I am always buying gas from Parker's then the contained fuel had to come from their fuel.

  Business Response

  Date: 02/14/2023

   

  
  Re: Reference ID#

  
  Dear  
  This Is to acknowledge and respond to your letter dated January 27, 2023 regarding the above referenced matter. 

  
  After receiving your notice regarding the complaint against Parker's, we Immediately investigated it to determine the merits of the complaint. I assure you that we take every complaint very seriously and work with our teams (both internal and external) to determi11e the validity of each of them. In this case, we were able to match this complaint to a complaint submitted by *** ******* directly to us. Parker's received her initial complaint on December 15, 2022 for fuel purchased several days prior. 

  
  Upon receipt of that complaint, Parker's immediately began investigating the claim and responded to the customer. Our internal Investigation showed, among other things, that no other vehicles experienced an issue at that store at that time, water was not in the tanks, and no cross-drop had taken place (a cross drop is when the wrong fuel is placed in the wrong tank). In addition to our own Internal testing, Parker's immediately (on the same day) engaged a third-party that specializes in tank and fuel testing to test the tanks at this store. The testing company was notified about the customer's report that diesel was In the unleaded tank. The testing company then tested the fuel and confirmed that the fuel was "clean and clear," "smelled like ethanol" on the top and bottom, and cleared the fuel in the tank as the appropriate fuel. Outside testing Is not done for all of these type of reports but is done on a case by case basis. 

  
  After having our internal investigation confirmed by an external source, Parker's discussed this claim with it insurance carrier and all agreed that there was no evidence of liability on the part of Parker's. As a result, the customer was contacted and provided with the results of our investigation and the decision to deny the claim. 
  We sympathize with the customer and the issues that occurred with her vehicle, but Parker's did not cause those damages. 

  
  Thank you for allowing us to respond to this report and to provide you with additional information about the steps we took to fully investigate this matter, including paying a third party to confirm rmr findings. However, we found no evidence to support the allegations of this complaint. We believe our response will assure you and the Better Business Bureau that we took the appropriate steps In this case. Should you have any questions or wish to discuss this matter, please do not hesitate to reach out to me. 

  
  Sincerely, 
  

  Customer Answer

  Date: 02/14/2023

  
  
  

  [To assist us in bringing this matter to a close, you must give us a reason why you are rejecting the response. If no reason is received your complaint will be closed Administratively Resolved]

  
  

   Complaint:

  
  

  I am rejecting this response because: I asked the company for a redacted report showing date of testing and that the fuel passed inspection. I was told that I could not have that report. I believe that if the company completed this testing and passed they would be willing to provide such. I feel that information is being withheld to avoid settling my claim.

  
  

  Regards,

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

  
  

  
  

  
  

  
  
  

  Business Response

  Date: 03/02/2023

  see attached