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

  2861 S Park Ave Lackawanna, NY 14218

• 

  Speedway, LLC

  6724 Williams Rd Niagara Falls, NY 14304

• 

  Speedway, LLC

  6125 Main St. Williamsville, NY 14221

• 

  Speedway, LLC

  6257 Transit Rd 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:10/04/2022

  Type:Billing Issues
  Status:

  ResolvedMore 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 was charged for the wrong gas. Pressed the 87 octane ($3.33) button --it read 0.00, but began to pump gas. It apparently switched me to 93 octane ($3.93) and charged me for it. Brought it up to the clerks working. One of the clerks (smirking the whole time) called her supervisor who refused to issue a credit. I asked them to look up the cameras and tell me what button I pressed. They refused. Said they hadn't had any other issues and said there was nothing they could do because it was done at the pump (used credit card at pump).
  
  Date: 9/29/2022 @ 5:19 pm
  Store #******* – P***** ****** ** ********* ** ************* *******
  Pump 1- 11.753 gallons

  Business Response

  Date: 10/10/2022

  Hello,

  The customer filed a claim directly with us on 9/30/22.  An apology letter and a $10.00 Speedway gift card were sent to the customer on 10/5/22.

  Thank you.

  Sue Harmeyer, Customer Satisfaction Specialist

  Customer Answer

  Date: 10/13/2022

  
  
  Complaint: ********
  
  
  
  I am rejecting this response because it is now October 13th and I've NOT received the correspondence with the gift card alleged to have been sent by the business. Another falsehood on Speedway's behalf?
  
  
  
  Sincerely,
  
  
  
  ******* *******

  Business Response

  Date: 10/13/2022

  Hello,

  We sent the letter and the $10.00 gift card on 10/5/22 to this address:  ******* *******, *** ****** *** ********* **  *****.  If this is not the customer's correct address, please have her contact us at ************ and we will update her address and resend the letter and card. 

  Thank you.

  *** ********
  Customer Satisfaction Specialist
  

  Customer Answer

  Date: 10/14/2022

  
  
  Better Business Bureau:
  
  
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me.
  
  
  
  
  Sincerely,
  
  
  
  ******* *******

• Initial Complaint

  Date:08/26/2022

  Type:Billing Issues
  Status:

  ResolvedMore 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.

  Speedway was bought out by 7-Eleven. As advertised both on the app and in store they offer special member pricing for their rewards members. The special member pricing is not being charged and we are getting charged regular price. Corporate has been contacted and informed multiple times and yet nothing is done,this is an act of false advertising and must be stopped!!!

  Business Response

  Date: 09/06/2022

  To
  whom it may concern,
  I
  placed a call to the customer ***** ****** on 8/29 @ 10:45AM, the call would
  not go through. Directly behind the call I sent an email to Mr. ******
  requesting he call my direct line. We are needing additional information from
  Mr. ****** to be able to further assist him with getting a resolution. The
  customer does not specify what items are priced incorrectly. I am needing to
  know the product, a date and time of his visit as well as the price he was
  charged for the product he is referring to. I will be happy to work with Mr.
  ****** to resolve this issue as quickly as possible. My email address is ****.******@7-11.com and my direct line
  is 937-863-6911 which were both provided in the email sent to Mr. ******.
  
  
  Thank
  you,
  
  **** ****** | Customer Satisfaction Specialist
  *** ******** ****** ***** ** *****
  ******* ************ ******** ********************

  Customer Answer

  Date: 09/06/2022

  
  
  Better Business Bureau:
  
  
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is not satisfactory to me. I have not heard anything from the business and today September 6th 2022 and scammed me again. Any size coffee is advertised at $1.49. Was charged $1.75. I do have the receipt, plead respond ASAP
  
  
  
  Sincerely,
  
  
  
  ***** ******

• Initial Complaint

  Date:08/25/2022

  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.

  Im still sitting outside Speedway on **** ****** ****** ****. I got a drink, hotdog,and 21 dollars in gas. Had prechecked my card balance the total was 25.05. Slid my Dasher Direct card for payment. It said approved on my side and didn't go through on theirs...slid again thsn declined..because the 1st transaction is still pending. I was a retail manager for 25 years so I get it...it will probably come back, manager looked at the electric journal and didn't see the transaction....im stuck with no money no gas...they were nice, goos customer service.SO HERE'S MY COMPLAINT. During the time they were researching the transaction...the cashier said he hates that register and didn't like running that particular one because this has happened 4 or 5 times to him recently. Why is it in operation with a known repeated issue? THE OTHER SCARIER COMPLAINT IS: I slid my card twice once for my purchase that glitched and again for the same purchase that was denied. I had pulled up my account on my phone and there were 2 charges. One for 25.05 the purchase amount and one for 1.56 from Speedway same day. At no time did I slide for 1.56 nor does it correspond with any product in my transaction. And oddly enough...it was returned to my card within 10mins...The store Mananger couldn't explain it, neither can the Dasher Direct bank. Who can? And why was it charged? I haven't had this issue anywhere else. Including other Speedway. I can't even earn anymore money without the 21 in gas and Im sitting here hoping the money comes back before I risk getting home. They need yo address their tech issues aftet the 2nd time it glitches not after the 4th or 5th. I shouldn't see random unexplained charges....ever. I was told by the manager he didn't see either transactions. I would think he would be able to. I never ran a store where i couldn't validate card ALL transaction through thev3rd party that processes them.

  Business Response

  Date: 08/31/2022

  This is an email from the customer about this issue.

  Look...your
  store team did a great job in handling the situation. Ontop of being extremely
  busy. It was just the worst timing you could possibly imagine. Ive spend 25
  years on that of the counter. I had no concerns that the charge would drop off
  and finally fid the 29th. The dollar somethin charge In hindsight was probably
  the 2nd time I slid...tapping out my cardvznd declining the transactions. Which
  is probably why it came back within minutes. 
  
  Understand,
  I typed this complaint when sweating and stuck hoping the money would come back
  in a reasonable amount of time. Of course it didn't. I typed this long winded
  complaint than accidentally hit the back button and it disappeared...I had no
  idea itcwent through...So...sorry...I don't want anything, but if you insist.
  Give the Manager on Duty and the cashier some positive recognition for handling
  the situation exceptionally. Both those guys are assets to that store. So if anyone
  was reprimanded in anyway take it back. And thank them for representing your
  company well...Ive been a grocery store manager for 20 years...They got a tough
  gig. 
  
  Thanks
  for your response,
  And
  share mine with the BBB and Speedway folks. It's just one of the pains of
  technology...and just so happened at a really wrong time for me...and it was no
  ones fault. I used my dasher direct card which had little quirks to it place to
  place. Perhaps the issue the equipment is having only pertains to that card...Sorry
  for writing you a novel here...and yes...i do use alot of ...s
  
  ******* * ******
  

• Initial Complaint

  Date:08/25/2022

  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.

  On August 16th,2022 around 3:45pm,it could be a little later or earlier, I purchased $40 in Plus gas from Speedway location **** ******** *** ********** **** ****** Upon paying, I drive off without pumping my gas due to another situation. Upon realizing I called the store at 4:19pm and spoke to the manager **** but due to my situation I could not go back, she asked, my make model of my vehicle, clothing, last 4 of card used and speedway rewards card used. After providing that she told me she would look at the the cameras but I needed to call customer service but she was leaving and would look the following day, however another customer pumped gas on that pump also after me.
  I never received a call back, I reached back out to **** the store manager on August 18th she told me she still had not reviewed the cameras and she couldn't do anything and to contact customer service which I already did and got a case number, but she chose not to call me back. When calling customer service back I was told no one would call me I would receive something in the mail. On August 24th I received a letter from speedway stating they're not at fault and offered me a gift card of $20 however my Credit Debit card was charged $40. When I called and due to my medical issues of memory I advised **** I was trying to record, I had not started she said she do not give permission and hung up.
  I'd like to return this gift card, receive my refund and not deal with speedway ever again.

  Business Response

  Date: 08/25/2022

  To whom it may concern,
  
  I’ve had a chance to review the
  complaint. The customer did call our Customer Service line and filed a claim on
  8/16/22 at 4:46PM. The customer claimed to have gone to the station, she went
  inside and prepaid for $40.00 of fuel at pump #5. She then claims to have gone
  outside and received an emergency call and forgot to pump her fuel. The
  customer stated she then went back to the store, and someone had already pulled
  up to pump #5 and they were dispensing the fuel she had paid for inside and was
  now requesting a refund.
  
  After further investigation of
  this claim, I found that the customer did prepay for regular fuel inside our
  Speedway location in *********** ** **** **** in the amount of $40.00. Her
  total purchase amount was for $42.29, transaction# *******, payment was made
  with a Visa card. The customer did not pump the fuel as she did get directly in
  vehicle and drive off without pumping. Another customer did pull up and pumped
  the $40.00. Once the fuel is dispensed Speedway has no way of removing the fuel
  from a vehicle to reimburse a customer.
  
  I did send a letter to the
  customer on 8/18/22 explaining that we do understand that she forgot to pump
  her fuel and that we respectfully denied responsibility for the incident,
  however we do understand that our customers do get distracted and as a one-time
  good faith gesture I sent the customer ***** ******* a $20.00 gift card to
  redeem at one of our brand outlets.
  
  On 8/24/22 at 4:59PM I received
  a phone call from the customer, and she immediately told me to give her a
  minute so that she could make sure the call was being recorded. I told the
  customer that if she was recording that I would disconnect the call as I did
  not give her permission to record the call. The customer then said, “ok so y’all
  can record us though”. I stated to her again that I did not give her permission
  to record me as this information comes directly from our Legal Team, she said
  OK, and I disconnected the call.
  
  I have not had any further
  interaction with the customer since our brief phone exchange on 8/24/22 and
  Speedway will not reimburse the customer $40.00 for fuel that she drove off
  without pumping. The customer did forget to pump her fuel and I feel giving the
  customer half of the purchase amount back is fair, as Speedway has taken a
  $20.00 loss.
  
  If you have any questions or
  need any further assistance with this matter, please let me know.
  
  
  Thank you,
  
  **** ******
  Customer Satisfaction
  Specialist
  

  Customer Answer

  Date: 08/26/2022

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

  After speaking with **** the actual store manager she stated another customer entered their credit card. So that would mean that paid for gas as well. So if at least 2 customers paid for gas on the same pump at no time would Speedway be losing money as each customer paid, and only one didn't get what they paid for. The next customer paid with a card that's why **** asked me which card was mine and I verified.  Apparently they paid at the pump, I paid inside. 
  
  Sincerely,
  
  
  
  ***** *******

  Business Response

  Date: 08/31/2022

  Hello,
  I am following up to the previous response from the customer. When the next customer pulled up to the pump
  after Ms. ******* pulled away, they did enter a credit/debit card, however their
  card was not charged as the pump was still open from Ms. ******* prepaying inside
  the store and driving off without pumping the fuel. The customer who pulled up
  pumped the $40.00 Ms. ******* paid for. If we were to allow Ms. ******* to pump
  $40.00, we would have only one payment for this amount but 2 customers receiving
  fuel. However, therefore Speedway chose to give Ms. ******* a courtesy of half
  of the purchase amount that was already used by another customer. Speedway only
  received payment one time in the amount of $40.00 and we are out $20.00 by
  giving Ms. ******* a courtesy gift card of $20.00. If you have any questions, please
  let me know.
  
  Thank you,
  **** ******
  Customer Satisfaction Specialist

  Customer Answer

  Date: 09/01/2022

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

  Wouldn't it be simpler to charge the card the customer put for their gas? I asked the manager to come back to pump my gas that day. **** said she needed to watch the videos. If purchases use their speedy card you'd also be able to track that customer is that not right? Please make no mistake in thinking you did me a favor with $20! This could've been rectified the same day, when I offered to go back but apparently the cameras which shows what is need is still not on my side. As far as I'm concerned SPEEDWAY and their employees are ok with this type of with customers because I'm sure the machine track the scans of the card. 

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

• Initial Complaint

  Date:07/25/2022

  Type:Delivery Issues
  Status:

  ResolvedMore 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 to www.speedway.com and purchased a $50 gift card for my grandpa’s birthday. The card was never delivered. I emailed [email protected] but didn’t receive a timely response. I called and reached a representative after a 25 minute wait. He told me their gift cards are handled by a third party and that he would reach out to them and follow up with me. There was no follow up. I finally received a response to my initial email asking for the order number. I replied with the order number (**********). I still haven’t received an explanation or a refund. It’s been nearly three months since my initial purchase.

  Business Response

  Date: 07/26/2022

  I have reached out to Incomm and also the customer by email and the refund has been issued and the customer should see that in approx. 7-10 business days.

  Customer Answer

  Date: 07/29/2022

  
  
  Better Business Bureau:
  
  
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me.
  
  
  
  
  Sincerely,
  
  
  
  ******* ******