Complaints

This profile includes complaints for Speedway, LLC's headquarters and its corporate-owned locations. To view all corporate locations, see Find Local Branches.

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• 

  Speedway, LLC

  500 Speedway Dr. Enon, OH 45323

• 

  Speedway, LLC

  PO Box 1500 Springfield, OH 45501

• 

  Speedway, LLC

  900 Scott Dr Piqua, OH 45356

• 

  Speedway, LLC

  535 Kenmore St. Tonawanda, NY 14223

• 

  Speedway, LLC

  2150 George Urban Blvd Depew, NY 14043

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:12/26/2023

  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 have had a speedy card for over 15 years. Never cashed in points. A year ago I had over 100k in points. I have continued to add points. I go today to purchase a couple of gift cards. It shows I have a little over 2k. Not sure what is going on.

  Business Response

  Date: 12/26/2023

  December
  26, 2023
  
  
  
  **** ********
  **** * **** ****** *** 
  **** ******* ** *****
  
  Speedway Case #: **************
  
  Dear ****,
  
  Thank you for contacting us regarding your Speedy Rewards
  account.
  
  Upon conducting a thorough investigation of all available
  resources, we have restored your missing points. The account was left inactive
  for over 2 years and with our program,
  if an account is left inactive for 9 months, the points will
  automatically expire. 
  
  This information is listed in the terms and conditions of
  the Speedy Rewards Program.  Please be sure
  to keep your account active so the points will not expire again.
  
  Thank you for taking the time to share your feedback with
  us and for being one of our valued customers.
  
  Kind Regards,
  
  
  
  ******* ************* 
  Customer Satisfaction Specialist
  

• Initial Complaint

  Date:12/14/2023

  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 a gift card for my son who is in college. He went to use the card and was told there was no money on the card. When I purchased the card the clerk said I may not have done this right let me do it again. She handed me the card and said keep the receipt in case it didnt work. I should have cancelled transaction then but was hoping I would be able to hold on to the receipt. Long story shorter, there was never any funds put on the card and when I called the customer service number she apologized and said there is nothing that can be done. And just like that I am out of 50 bucks!!!

  Business Response

  Date: 12/19/2023

  A claim was opened on 12/19/23 and an attempt was made to contact the customer via phone to collect more information.  Her voicemail is full so I was unable to leave a message.  I then emailed her and am currently waiting for a response.  Once I receive the necessary information we will process the case according to our normal procedures for gift card complaints.

• Initial Complaint

  Date:11/27/2023

  Type:Product 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.

  Claim # ******* I Took my pick up truck for a car wash paid $9 dollars while the truck was getting soap on it from the Speedway car wash equipment the machine cracked the driver side mirror of my truck. I notify the manager at the store which provided a phone number for claims. I contacted the claims department at Speedway gave them details and information of my claim.A few weeks later I got a letter from a ******* ****** that her office was not gonna be responsible for damages caused to my vehicle because their equipment is tested and is working properly therefore no further review is necessary my claim is disallowed. ******* ****** sent me a letter with my address on the envelope upside down to a totally different city (Meteor) my address is located in whittier lucky I was able to get the mail here at home. This shows how unprofessional these people really are.I have tried to get ahold of ******* inregards to that letter sent to me for 2 weeks no answer. Customer service has no idea what they're doing so I called ************ ***** ******* ****** supervisor and he also was disrespectful and uneducated. He stated he has 36 years in he's department and no emails to their higher upper management or phone numbers or names will be provided to complaint on there services and hung up on me. What i'm requesting is what I paid for the damaged mirror out of pocket.

  Business Response

  Date: 11/28/2023

  Below is the determination letter sent to **. *******. This is also the address that was provided to our office.  

  Thank you

   

  November 08, 2023
  
  
  
  ****** *******
  **** ******* **** *** *
  ******* ** *****
  
  Speedway Case #: **************
  
  Dear ******,
  
  Thank you for making us aware of the incident that occurred at our Car Wash located in Pico Rivera, CA.
  
  Although this was an unfortunate incident, we cannot assume responsibility for what occurred. We found no problems or issues with the Car Wash on the date of the incident.
  
  We appreciate your business and thank you for being one of our valued customers.
  
  Kind Regards,
  
  
  
  ******* ******
  Customer Service Property Damage Specialist

  Customer Answer

  Date: 11/28/2023

  
  
  Complaint: ********
  
  
  
  I am rejecting this response because:

  The car wash has no attendance from a employee present to guide people using your car wash unaware that damage is going to be caused by the machines to vehicles operating the car wash.

  All I'm asking for is for expense paid out of pocket to the damaged mirror.

  I have used your car wash many times before and I will continue to be a customer, but all I'm asking for is the expense I paid out of pocket to replace my mirror.

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

• Initial Complaint

  Date:11/27/2023

  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 went into speedway at ******* ** and *** ** ********* ******** I was promoted to pay 23.49 I swiped my card it denied my transaction so I attempted to then try again because I knew I had 28$ on my card why would it decline 23 so it then authorized a 5$ payment and prompted the payment of and additional 18$ so I payed cash when I left I checked my card and both transaction had been deducted from my account one being a hold the second being a purchase .. the problem is this is the 5th time I have been inconvenienced like this in the past year while shopping at speedway the payment system is crappy and needs work BOTTOM LINE!! now I have a hold on my last 23$ til God knows when and I need gas to get to work sighted very unsatisfied customer

  Business Response

  Date: 12/04/2023

  Attempted to reach out to the customer to gather more details about the situation so we can figure the best way to help and two make sure the hold came off the customer's card. Customer did not answer so a voice mail was left with instructions. 

• Initial Complaint

  Date:11/27/2023

  Type:Customer Service 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.

  Attempted to get gas at a location in Carmel Indiana on 11/22/23 Card was declined after a hold for $126 was taken out by speedway. Pump did not let me get the gas but took $126 out of my account. Called customer service and my financial institution and there’s nothing that can be done until it’s cleared and it could take up to 7 days. It’s the day before Thanksgiving and this is all the money I had in my account to get gas and buy Thanksgiving dinner for my family. Now I have nothing a no way to give my family a Thanksgiving meal. The trust I had in using this company is completely gone.

  Business Response

  Date: 12/04/2023

  Attempted to reach out to the customer to inquire if the hold has since fallen off and to advise on best to prevent this from happening again in the future. Customer did not answer so a voice mail was left.

  Customer Answer

  Date: 12/06/2023

  
  
  Complaint: ********
  
  
  
  I am rejecting this response because:
  I received a voicemail and speedways solution to the problem is to from now on purchase one of their prepaid gas cards and then use those for gas rather than my bank card. I did receive my money back 2 days after Thanksgiving. Was given no apology or consolation for the fact that this company wiped out my account before a holiday preventing me to be able to provide my family with a thanksgiving meal. Their solution to the problem is ridiculous, why go through all the problems of purchasing a gas card to pay for my gas when I can go to one of the many other gas stations down the road and purchase gas using my own card without the worry of having my account drained?

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

  Business Response

  Date: 12/14/2023

  I attempted to reach back out to the customer but was only able to reach their voicemail. I left a message first apologizing for the hold being an inconvenience to their holiday, and also clarifying that pre auth holds happen every single time a card is ran at any gas station. Although the holds are in Speedway's name, they are actually placed by the bank. I reminded the customer that I could not speak specifically on what happened with their particular transaction but generally, when a hold does not release immediately, it is because the transaction was canceled before the fuel was pumped. This causes a miscommunication between the merchant and the bank and there is a waiting period for the bank to receive our billing statement stating no money is being collected. Once the bank receives the statement (48 business hours after the transaction), it is their responsibility to release the hold back into the customer's account. I mentioned using our prepaid cards again as a mean to get around the hold affecting the customer's debit card in the future.

• Initial Complaint

  Date:11/16/2023

  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.

  5/26/23 paid for car wash, once it began the entire truck started rocking and the car wash stopped and when pulling away the arm of the car wash was on the ground. Damage was noted to the back of the truck, went into the store to make a complaint, referred to the area manager after the holiday weekend, gave the corporate number to file a complaint. Once filed, no communication from corporate, had to reach out several times, was told to get 2 estimates and submit them. We did, and again no response until we made contact several times. We then received a letter stating that speedway cannot assume responsibility for the damages. There are several other people who have had damage to their vehicle before and after us.

  Business Response

  Date: 11/28/2023

  November
  28, 2023
  
  
  
  ***** *******
  **** ***** ******* *
  ******** ** *****
  Phone: ***** ********
  E-mail: ************************ 
  
  Speedway Case
  
  Dear *****,
  
  Thank you for contacting us regarding your Carwash claim.
  
  Please be assured that the appropriate personnel have been
  made aware of this incident which will be researched further, as we do understand
  your concerns with this matter.
  
  Thank you for taking the time to share your feedback with
  us, and for being one of our valued customers.
  
  Kind Regards,
  
  
  **** ****** 
  Customer Satisfaction Specialist
  

• Initial Complaint

  Date:11/14/2023

  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 Diesel Fuel at Speedway in Islip New York yesterday 11-13-2023. The receipt no longer has the Reward Points Earned, nor Total Rewards to date.
  The Receipt sas , "Speedy Rewards Check points on app or speedway.com".
  
  At Speedway.com I tried to log-in using my Password and Passcode. The Speedway Website refused to let me in as I do not have a Cellular Telephone. There is no way I can check my Reward Point now as Speedway gave me the "runaround" and refused me access to my Reward Points Earned and the Total Reward Points to Date.
  
  I had earned 11,563 Reward Points worth a lot of money and products so I could use them at my leisure, and yesterday I earned 23 Points more but Speedway refuses to tell me my Balance, Show Me My Balance, give me Access to my Balance; in fact the website appears to have no way to check the Rewards Earned or Check the Reward Balance anymore.
  
  I had 11,563 Reward Points and with the 23 Earned yesterday should have 11,586 plus the other points earned this summer.
  I do not know why Speedway is being consumer-unfriendly and mistreats the Customers like this. It is dishonest and deceitful to not put the Rewards on the Receipt anymore stating to go to the speedway website, then deny access to the speedway website, and not have a a clear simple tab labelled "check rewards here" but have no option whatsoever related to Rewards Earned and Reward Balances.

  Business Response

  Date: 11/14/2023

  November
  14, 2023
  
  
  
  ***  ******
  *** ****** **** 
  ****** ** *****
  
  Speedway Case #: **************
  
  Dear ***,
  
  Thank
  you for your feedback. Logins to Speedy Rewards accounts on the web use a
  one-time-passcode sent to your phone number in order to provide a secure login
  process and protect your account. We are aware that certain legacy accounts do
  not have an associated phone number and are working on a solution to this
  issue. 
  Regarding
  balance inquiries, you can call our Customer Service Department toll free at
  **************, 7am - 8pm Mon - Fri Sat - Sun 8am - 5pm to for further
  assistance with finding out your points total.
  
  Kind Regards,
  
  
  
  ******* ************* 
  Customer Satisfaction Specialist
  

  Customer Answer

  Date: 11/14/2023

  
  
  Complaint: ********
  
  
  
  I am rejecting this response because:

  ******* ************* 
  Customer Satisfaction Specialist is in Customer Service.  Her response leaves a great problem in place with no resolve.  "We are working on providing all Speedway Customers with free cell phones paid for by us and free cell phone monthly plans" to solve this problem in the future"  has no merit.

   

  She sends me packing to a telephone number that no one answers when she should correct my Rewards Balance to it's 11,586 Points Plus, she leaves it at zero and uncorrected.

  Further, she does not comment as to why the Rewards Earned, and Rewards Balance are not on my Purchase Receipt?  Why are they hidden from me?
  
  
  
  Sincerely,
  
  
  
  *** ******

  Customer Answer

  Date: 11/17/2023

  Ok, thanks for the effort.
  
  I called that number, at least I have my Reward Balance now 11,681 Points.

• Initial Complaint

  Date:11/02/2023

  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.

  11/1/23 I bought something that cost 1.19 they charged me 2.00 gave wrong item as well

  Business Response

  Date: 11/02/2023

  Good afternoon,

  I have opened claim# ************** here at our corporate office. I called and spoke with the customer ***** this morning @ 10:20AM. I was able to gather additional information from the customer to be able to assist her further. I offered the customer 5,500 bonus points onto her Speedway Rewards account, good for a $5.00 Speedy Cash gift card, she accepted. I applied the points to the customer's account; I provided her with her point balance of 6,684. She thanked me and was happy with the resolution. We ended the call.

   

  Thank you,

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

• Initial Complaint

  Date:10/24/2023

  Type:Sales and Advertising 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.

  The business double charged me I bought one bud ice one pack of Newports 100 and the price came up to $12.16

  Business Response

  Date: 10/25/2023

  After reading through the details of this complaint, I was able to find the transaction in question. I then contacted the store who approved the credit of $2.88. I have sent the credit in to be processed and returned to customer's method of payment attached to the transaction. I also attempted to reach out the customer first by calling, then sending an email to give an update and details on the expectations for the credit. 

• Initial Complaint

  Date:10/19/2023

  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 went in and paid for my things and swiped my card at the register and now there's a $20 hold on my card and I can't use it till it's taken off. This is a huge inconvenience for me

  Business Response

  Date: 10/25/2023

  I attempted to reach out to the customer on 10/23/23 via email with a detailed message including expectations around Pre Auth holds and what Speedway could do help the bank release the money sooner however I have yet to hear back. I could not call the customer due to the phone number being incomplete.