Business Profile

Convenience Store

Sheetz

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Complaints

This profile includes complaints for Sheetz's headquarters and its corporate-owned locations. To view all corporate locations, see

Customer Complaints Summary

102 total complaints in the last 3 years.
33 complaints closed in the last 12 months.

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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:02/20/2024
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.
This is my second 3rd experience with sheetz delivery and the second issue I've had. I ordered delivery for 2 packs of cigarettes for my partner because I had a coupon on my app for a free delivery for $10 order. I made the order and the coupon didn't apply. I went back to my offers and it was listed as if I hadn't just added it to my account. When I tried to add it again it just disappeared. The total was $20 including delivery fee. Feeling frustrated I then added the free delivery with $14 order. I checked the order again and it showed that the coupon had taken off delivery yet the total was still $19.50 - with a service fee of about $1.25. Assuming I had just overlooked something I trusted that it had been taken off and placed the order. I then reviewed my confirmation that then again showed that I had in fact been charged a delivery fee.
Business Response
Date: 02/21/2024
Dear *** ******:
I was so sorry to hear about Ms. **********s issue with our app. After reviewing the issue, unfortuantely, we are unable to determine exactly what happened. Nonetheless, as a courtesy, I am forwarding to Ms. ********* a $25 gift card that she can use at any of our locations. We value Ms. ********* as a loyal and valued Sheetz customer and hope that she will continue to shop at Sheetz.
I hope that this email has been responsive. Should you have any questions regarding this matter, feel free to contact me.
Sincerely - Christine B***** - Customer Advocate/Litigation Manager
Initial Complaint
Date:02/16/2024
Type:Customer Service 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.
On 2/7/24 I bought 2 coffees at This Sheetz location in Dickson City Pa. Later in that night i was checking my online bank account and noticed that I was charged $42.15 for two coffees. I called Sheetz customer service phone # and the said they would investigate the issue and would call me back. They also gave me a case # ****. They never returned my call. I called them and they said it was under investigation still. Eight days have passed with still no response from Sheetrz customer Service dept. Sheetz customer service # is *************
Business Response
Date: 02/21/2024
Dear *** ******:

I reached out to Mr. ******* to obtain
additional information. During that
phone call, he indicated that he did not purchase all of the items in the
transaction which is attached below.
Please be advised that I reviewed surveillance and this is what I found: Mr. *******, or someone other than Mr.
*******, not only purchased his and his friend’s coffee, but asks our employee
for several tobacco products. Our salesperson
complies and rings up the items as requested.

During my discussion with Mr. *******, I advised
that he may want to go to the police since someone else is using his card. Not necessarily for his refund, but because he
is indicating that he did not use the card for this transaction. Mr. ******* does not want to go that
route.

That being said, during our discussion, I informed
Mr. Sickley, as a courtesy, I would forward him a Sheetz gift card in the
amount of $40.

I hope this email has been responsive. If you need anything else, please contact
me.

Thank you – Christine B***** – Customer Advocate/Litigation
Manager

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Customer Answer
Date: 02/21/2024
** ******* ****** ** ******** **** ***** ********* **** ********** ** *** ********** ********* ** *** ***** *** *** ****** ** ****** ******* ****

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.

Regards,

****** *******
Initial Complaint
Date:02/03/2024
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.
Was told cost to much to print receipts was cost of gas ppl trying to say also like coin out we needs receipts they don’t want to print receipts cause of cost unable to used reward card at pumps contract the office several times didn’t good any good
Business Response
Date: 02/07/2024
Good
morning Ms. ******:

            I am writing in follow-up to Ms.
*****’s complain wherein she indicates that 1) she does not get receipts for
her fuel purchase while at the gas pump and 2) she is having issues with her
MySheetzCard (“MSC”) working at the gas pump.

            Please be advised that Ms. *****
reached out to the Corporate Office through our website. First on January 15th regarding
the receipt issue and second on January 25th regarding the MSC not
working. In both cases, our customer
service representative emailed Ms. ***** in return. On January 21 at 6:02 p.m., we inquired
regarding what location Ms. ***** used her card so that a receipt could be
printed and forwarded to Ms. *****. It is
important to note, however, that there are times when the pumps run out of
receipt paper. This is not done due to
an added expense to Sheetz. If Ms. *****
would like a receipt, she can contact the customer service line at ***** ********.

            With respect to Ms. *****’s second
issue regarding her MSC showing up that it is not registered. Once again, we emailed Ms. ***** with
instructions on how to register her card on January 30th at 8:19
a.m. She contacted Sheetz on January 25th. When calling in to our customer service line,
they would be more than happy to register Ms. *****’s card for her.

            For her inconvenience and since Ms.
***** did not receive the 3 cents fuel discount, I will forward a $15 gift
card. I hope this correspondence has
been responsive. Thank you.
Sincerely - Chrisine B***** - Customer Advocate/Litigation Manager
Customer Answer
Date: 02/09/2024
Better Business Bureau:

I have reviewed the response made by the business in reference to complaint ID ********, and have determined that this does not resolve my complaint. For your reference, details of the offer I reviewed appear below.
My card was registered n I sent them several time the information n nothing be done i always paid my credit card as soon as i see it was charged i sure other station will like my service your staff is rude in this station

Regards,

***** *****
Initial Complaint
Date:01/27/2024
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 went to Sheetz store #457 on January 18 2024 to purchase $20 in kerosene. I swiped my card and and paid the went outside to pump the kerosene but the pump wasn't on. I went back inside to tell them and they said the only way was to swipe card i paid for $20 in kerosene again so i got charged twice but only got $20 worth of kerosene but paid for $40 I want my $20 back. I contacted the company a couple of times and haven't received a call back. Not has my $20 been refunded to my card.
Business Response
Date: 02/07/2024
Good
morning Ms. ******:

I am writing in follow-up to Ms.
*****’ complaint wherein she indicates that she was charged double for a
kerosene purchase. I have investigated
the matter and found that Sheetz, Inc. does owe Ms. ***** $20. I sincerely apologize for the inconvenience
and hope that Ms. ***** will continue to be a loyal and valued Sheetz
customer.

For her inconvenience, I am
forwarding a $50 gift card. I hope this
correspondence has been responsive.
Thank you.
Sincerely - Christine B***** - Customer Advocate/Litigation Manager
Customer Answer
Date: 02/07/2024
** ******* ****** ** ******** **** ***** ********* **** ********** ** *** ********** ********* ** *** ***** *** *** ****** ** ****** ******* ****

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.

Regards,

****** *****
Initial Complaint
Date:01/07/2024
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 deposited 200.00 on to my varo checking account. I have the transaction receipt I have my bank statement and card. The 200 was never loaded. I took them the proof I called corporate and they said it was redeemed nothing they can do. Clearly I did not get the money. I went to the local sheetz with all documents and still nothing. I am out 205.95 since 10/14/2023. I contacted my bank to dispute they said there is nothing to dispute because there was nothing that came in. So where is my 200
Business Response
Date: 01/08/2024
Dear Ms.
******:

            I am writing in follow-up to Mr.
*************’s complaint wherein he indicates that he purchased a Greendot
card in the amount of $200 and he did not get credit. When complaints such as Mr. *************’s
come into the corporate office, we contact the company that facilitates our
gift card program, Incomm Financial Services, Inc. (“Incomm”). Upon
receipt of Mr. *************’s complaint, we reached out to Incomm and provided
them with the card information as provided by the customer. They reviewed the information and advised
that a refund could not be issued to Mr. ************* because the card was
already used. We then advised Mr.
************* to reach out to Greendot.

            Unfortunately, we cannot issue a
refund to a customer when we are informed that the card has been used. Quite possibly, Mr. ************* could visit
the app or go to greendot.com for a history of when and where the card was
used. Otherwise, I believe he should
reach out to Greendot for further instruction.

            I hope this correspondence has been
helpful. Thank you.

Sincerely,
Christine
B*****
Customer Advocate/Litigation
Manager
Customer Answer
Date: 01/08/2024
Better Business Bureau:

I have reviewed the response made by the business in reference to complaint ID ********, and have determined that this does not resolve my complaint. For your reference, details of the offer I reviewed appear below.
The card used was a Varo checking account debt card. Not Green dot. I reloaded my Varo card. I did not purchase a new gift card or a green dot card. I went to the store last Wednesday with all paperwork and the manager was going to review the camera footage and get back to me by Friday. It is now Monday. Something went wrong but Varo Bank did not have any incoming deposits from Sheetz. 205.95 I am out. Sheetz keep insisting the funds were sent but as my bank records show I did not get any incoming funds. The card number used is on the receipt. My bank statement shows I never received the funds. There is a misunderstanding somewhere. I know sheetz isn’t trying to rob me my money there is a fluke somewhere. I ask that sheetz dig into it more. 200 is 200 I would be doing the same thing if it was only 10.00 Varo bank can’t help me at all because there is nothing in there system showing any incoming funds. I really need that money. My next step is small claims court. I tried calling Greendot and they ask for a card number I give them my varo bank card number and that don’t work. You say it was redeemed spent . It would show on my bank statement for Varo bank then if it was spent. Something is not right and it needs to be resolved

Regards,

******* *************
Business Response
Date: 01/11/2024

I am writing in follow-up to Mr. *************’s response. I did refer to the Varo card as a Green Dot card
inadvertently. Varo cards can be
accepted and loaded at retailers who accept Green Dot cards. In fact, Green Dot forwards the deposit to
Varo.   I have attached a link for you
and Mr. ************* that shows exactly what I indicated above: **************************************************************************

Nonetheless, as you know, after receiving Mr. *************’s
complaint, we did contact Incomm (the company that facilitates our gift card
program) and they advised that the card had already been used. As previously suggested, Mr. ***********
should visit the app or webpage which
would show a history of the usage. In fact,
the above link shows a customer how and where to go to view the user
history.

Again, I am sorry that this has happened to Mr. *************, but
we have been advised that the funds have been used and; therefore, we are unable
to help.

Thank you –
Christine B*****
Customer Advocate/Litigation Manager
Customer Answer
Date: 01/11/2024

Better Business Bureau:

I have reviewed the response made by the business in reference to complaint ID ********, and have determined that this does not resolve my complaint. For your reference, details of the offer I reviewed appear below.
now who is lying ? I did not get the funds. There is my varo bank conversation. I did not spend the 200 I am no idiot I would know if I spent the money. I have not used that card since this issue happened I had under a few bucks on that card since this happened I should have had 200 loaded on it but did not . Now you calling varo bank a liar?

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

Regards,

******* *************
Business Response
Date: 01/17/2024
There is nothing else I can do. Dispute the charge with your bank. Thank you.
Customer Answer
Date: 01/17/2024

Better Business Bureau:

I have reviewed the response made by the business in reference to complaint ID ********, and have determined that this does not resolve my complaint. For your reference, details of the offer I reviewed appear below.
MY BANK NEVER RECEIVED THE MONEY. You seen the conversation with my bank. There was no incoming deposits. How can I dispute with my bank when nothing came into my account ? There is nothing you can do. You see it in black and white. Please send me the history of this transaction. Where the 200 went it did not go to Varo. Send me the phone number for whoever your third party is. Nothing you can do. You said you contacted somebody and that the funds were spent who is that somebody?? Get those records. I’m going to the local district justice tomorrow and suing sheetz . I have all paper work from my bank. I will take it in a sheetz gift card at this point. 205.95 review all i sent you and you tell me I am wrong. Honor me with a sheetz gift card.
*** ****** ** ** ******** **** ****** ** * ****** ** ***** **** ** **** **** **** ** *** ********

Regards,

******* *************
Initial Complaint
Date:01/04/2024
Type:Customer Service 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.
Ordered Delivery through the company's app November 22nd, Order Number ******** Driver arrived with the order, I gave him my driver's license for age-restricted items.
In the middle of entering my info for age verification into his mobile app, it puked... and just said to bring the order back to the store.
He immediately reached out to doordash, there in front of my house, loudly, waking up all of my neighbours at 2am, dangling my order in front of me... as I listened, they told him they weren't going to do anything to resolve the issue, it wasn't even a consideration, clearly uninterested in the fact that it was simply a technical glitch with their system, and they insisted he take the order back to the store.
I reached out to Sheetz customer service right away, REF#*******, hoping to resolve the issue. They couldn't have possibly cared less, told me too bad. They said I would have to wait for someone with "claims" to call me.
At some point I reached out by e-mail, trying to understand why there was never any interest in resolving a minor glitch to complete the order, why they felt they had the right to just keep my money, No response.
It's now January. Still waiting to hear from claims, or anyone. You don't get to just **** off with an order, act entirely in bad faith, and then expect to keep my money.
Business Response
Date: 01/08/2024
Dear
Ms. ******:

            I am writing in follow-up to Ms.
******’s complaint regarding an order placed with Sheetz on November 22. She apparently selected to have Doordash
deliver her order through the app. I
apologize for the inconvenience. I would
suggest that Ms. ****** reach out Doordash to address their employee’s
behavior. Unfortunately, we cannot deal
with the behavior of the Doordash driver.
I can advise that it is policy that the Doordash driver verify a
customer’s age when they order a restricted item, just as it is Sheetz’
policy.

            Regarding the refund for
$70.75. Ms. ****** did contact Sheetz on
November 22 requesting a refund. On
November 28, I reviewed the ticket and approved the refund in the amount of
$70.75. I would ask Ms. ****** to review
her bank statement to ensure the refund was not returned. Sheetz, Inc. is showing that the refund was
processed to her bank, to the card she used to place the order.

            If this has not been refunded to Ms.
******’s card, please have her contact me directly at ***** ********. When calling, please have Ms. ****** reference
number *******.
            I hope this has been responsive to
Ms. ******’s complaint. Thank you.
Sincerely - Christine B***** - Customer Advocate/Litigation Manager

Customer Answer
Date: 01/08/2024
** ******* ****** ** ******** **** ***** ********* **** ********** ** *** ********** ********* ** *** ***** *** *** ****** ** ****** ******* ****

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.
IDK why they couldn't otherwise acknowledge this after they told me I would be unable to reach out to them and would have to wait to hear back.And calling me "Ms. ******" is awfully petty.

Regards,

***** ******
Initial Complaint
Date:11/16/2023
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.
On Wednesday 11/15 my friends birthday was coming up so I stopped at sheets in the morning to get breakfast and a gift card for her for her birthday. I was successful in doing both things but unsuccessful in receiving the correct items. I called Customer service and explained what happened as I didn’t have time to go back to the store because I was running late for work.
I ordered two western burritos and buffalo sauce. I received two bacon burritos and buffalo sauce. I work in a space where I cannot leave so I have to make sure I have enough to eat and drink with me for the day because I cannot leave to go get food.
I did not open my burritos right away. I waited until I got to work and then when I opened them, I saw that there was bacon on the inside of the wrapper so I broke the burritos open and noticed that they were both bacon and not western.
I asked my coworker if you wanted them and he was like these are disgusting. I do not want these.
I work at 7:30 in the morning so I was at sheets at 7:25 so I was definitely rushing.
Like I had said earlier, I called customer service, and they were insistent upon giving me a non monetary refund and I said no I just want my money back. She said she had to escalate it higher. This was around 8 o’clock because I called while I was at work.
Around 5 o’clock I called back because I still hadn’t heard anything and the guy said that they had not come to a resolution they will escalate it again.
I get an email today, Thursday, November 16 that my request for a refund was denied and I’m not exactly sure why because the store gave me the completely wrong. Food and I asked the people on the phone if I should take it back to the store but it wouldn’t have been for at least 10 to 12 hours. I work very very long days.
So now I’m out $4.50 plus I went to the store the next day and bought the same items and they forgot my buffalo.
I’m really upset because I paid for these items and had to go over 10 hrs w no food and now no refund
Business Response
Date: 12/05/2023
Dear Ms.
******:

I am writing in follow-up to the
complaint received from ******* ******. I
was so sorry to hear about their experience.
There are times when mistakes are made at store level. I have reached out to the store and made them
aware of this error and advised them to be more diligent and careful when
making orders. It appears that *******
would like a refund. I am more than
willing to mail a $20 check to *******, along with some coupons to be used at a
future visit. I have requested the check
which I will have this Friday, 12/8. I will
mail it to the address on the complaint.

I apologize and hope that *******
will continue to be a loyal and valued Sheetz customer. Thank you for taking the time to reach out to Sheetz and make us aware of your issue.
Sincerely - Christine B***** (Customer Advocate/Litigation Manager)
Initial Complaint
Date:10/27/2023
Type:Product 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.
On the morning of 10/27/2023 I purchased a vanilla coca cola and grapes. After I got to work and was able to eat my grapes I realized they were moldy.
Business Response
Date: 11/07/2023
Dear M** ******:

            I am writing in follow-up to a complaint received in my
office from M** ******* regarding moldy grapes.
M** ******* contacted the Sheetz Corporate Office via email on October
27. At that time, she did provide photos and I
noticed that the expiration date was October 27. I apologize for the inconvenience. After
reviewing M** *******’s email I sent her a gift card on October 29.   I mailed the gift card to the address listed
on the complaint. Apparently, it was
never received. Should this card be
received within the next day or two, please disregard. It will be deactivated.

            I apologize that M** ******* did not receive the initial
gift card. I will forward another to M** ******* via USPS with tracking to
ensure it is received. If it isn’t
received, please contact me so that I can determine why the gift cards are not
being delivered. Thank you.

                                                            Sincerely,
                                                            Christine
B*****
                                                            Customer
Advocate/Litigation Manager
Customer Answer
Date: 11/07/2023
** ******* ****** ** ******** **** ***** ********* **** ********** ** *** ********** ********* ** *** ***** *** *** ****** ** ****** ******* ****

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.

Regards,

****** *******
Initial Complaint
Date:10/20/2023
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.
Was recently treated do wrong due to my car being damaged in there car wash in WV then on top of it the manager brought a so called “Mechanic” out to the car wash noticed the damage and then began pulling parts of my vehicle off now they refuse to fix my vehicle so I will be filing a civil suit my car was just inspected to be put on the road 5 days prior and it went straight thru inspection nothing was wrong with my vehicle and furthermore I filled up with gas and purchased the car wash at the pump where you can clearly see by the cameras my car had no damage to the front end i proceeded to car wash and then the damage happened my daughter and I called the store to advise the manager I never moved my car my daughter and I just began taking pictures of everything! then mr so called mechanic came out and began doing what he wanted the manager kept apologizing clearly stating she was so sorry and things like this happen! I was given a number to contact corporate which took days to get in contact with someone i was assigned an adjustor and i sent her pictures of everything during this time i contacted my insurance but they said that sheetz was clearly at fault the adjustor told me to get 2 reputable quoted in which I went and got 5 quotes $35000 worth of damages but before i could send her the quotes she emails me and says where denying your claim and tried to say I lied and told her manager i just got a new bumber last week which i clearly never said i told them i got it inspected and put on the road almost a week ago which is a big difference between what she was trying to say, I said and then she sends me a message back that states go pick your bumper up at our store it’s waiting for you, like what she’s trying to be funny about it because this is not a funny situation it should’ve never been tore off as well as all the other pieces he tore off which caused even more damage to my vehicle and I clearly got pictures of the so-called mechanic, tearing the stuff off of my vehicle. As much as I go to sheets due to how they treated me during the situation, I will NEVER GO TO SHEETZ again! And I have definitely let my friends and family know, and they will no longer go to sheetz anymore either! On top of all this, it was my daughter‘s 18th birthday! This all could have been avoided by checking inspection looking at camera footage feom when i filled up cash and purchased the car wash at pump to see that car was perfectly fine before entering car wash the car had only been on the road for 5 days. On top of all this your so called mechanic was not a mechanic and should NOT HAVE BEEN PULLING ANYTHING OFF THE CAR he did more damage to the vehicle by doing it and hes clearly laughing in the pictures i took of him pulling the stuff off of the car! Anyway you look at it I did everything right in this situation the adjustor tried to make up lies and tell me theres NO WAY IN THE WORLD a car wash could do this well it did and now you dont want to fix the damage your car wash did but also the damage your so called “Mechanic” did! Unbelievable!
Business Response
Date: 10/24/2023
Dear M** ******:

I am writing in response to Ms. **********’s complaint wherein she
indicates that our car wash malfunctioned.
Please be advised that surveillance was thoroughly viewed, before and
after Ms. ********’s entry to the car wash.
No other customer had an issue either before or after. Though there were no other issues, the car
wash was inspected and no operating issues were found.

Please be advised that the surveillance shows that Ms. ********** does
enter the car was at 10:23 a.m. The car
wash operates normally; the rollers go over the top of the vehicle to the back
end and then again to the front end. It is
true that when the rollers touch Ms. **********’s bumper, the bumper does fall
off. However, a car wash does not take a
bumper off of a vehicle. It did wash the
back end of Ms. **********’s vehicle without issue.

Ms. ********** talked with Heather C******* in my office, a claims
coodinator who handles these matters.
Ms. C******* indicated that this cannot happen and did inform Ms.
********** that there may have been some pre-existing damage to the
vehicle. Additionally, her bumper was
found in the car wash bay and Ms. C******* did advise Ms. ********** that she
could pick up the bumper at that location at her convenience.

Though we are very sorry this happened to Ms. **********, we do not
believe that the car wash had anything to do with the unfortunate
incident.

                                                                           Sincerely,

                                                                           Christine
B*****
                                                                           Customer
Advocate/Litigation Manager
Customer Answer
Date: 10/25/2023
Better Business Bureau:

I have reviewed the response made by the business in reference to complaint ID ********, and have determined that this does not resolve my complaint. For your reference, details of the offer I reviewed appear below.

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

I am sending a message after I reviewed what sheets had said about the situation that happened on 10/03/23 first of all, I would like to state that I was clearly at the gas pump first before I entered the car wash, and nothing was wrong with my car. Second off I never ever went into their office like they’re claiming you can check surveillance and see that my daughter and I never once went in the store so that was a bear face lie i didnt speak to the adjuster till several days later about a week i never spoke to a heather campbell at there store in there office!! why I did not leave my bumper in the car wash bay the gentleman so called the mechanic tore my bumper off as well as other pieces on my vehicle that the guy that did the estimate said he should not have even pulled off so. The so called mechanic after taking items off my car picked everything up and walked it ovwr towards the building which can also be seen on surveillance!!sheetz is clearly lying about the situation the manager, Heather notably apologized several times for this occurring my daughter was there as a witness, and I just find it very shocking that they want to lie and make these allegations that are not true, but since I started talking to Sheetz after the incident they kept making up other lies as well, so to whoever I would pull the surveillance footage of one me, pulling in to a Sheetz going several miles an hour with no damage to my vehicle getting gas, paying for the car wash at the pump proceeding over to the car wash. Still no damage go in the car wash then the situation happens you will note in the videos the black gentleman and the so-called Amanda coming over to the car wash. You will also see him in the surveillance as well as my pictures pulling the stuff off the car so if sheetz is so respectable when it comes to taking care of things that happen at their business, why are they trying to lie and cover this whole situation up? I’m trying to be nice it this isnt resolved here i will continue to tell social media as well as doing reviews on how they handled this situation, and I will proceed legally! Im a single mother that works hard for things i have!

Regards,

****** **********
Customer Answer
Date: 01/16/2024
I had filed a complaint against sheetz in which they stated I could come retrieve my bumber that the gentleman ripped off without my permission they did so much unnecessary damage after the car wash damaged my car in the first place! They have lied several times in which the video at the establishment would show what Im saying is in fact the truth and not what there lying about how could I get a copy of the recording for that incident? I have tried several times to retrieve my bumber and its not there like they said and I just keep getting the run around! This is an unacceptable situation no customer should have been treated or lied to or about the recording will prove my case! Im so upset how they have did me during this process I need my bumber they promised to me I have went on several websites to tell others about this whole situation they have not tried to help Repair anything or apologize this is just so unacceptable sorry for the rant but I just cant believe a company that has such an awesome man that owns this compay does this to people!
Business Response
Date: 01/17/2024
Good afternoon -
Please be advised that I have reached out to the store and the bumper is in safekeeping for Ms. **********. Please have Ms. ********** go back to that location and ask for a member of management. They will be more than happy to assist her.
Thank you -
Christine B***** - Customer Advocate/Litigation Manager
Initial Complaint
Date:09/06/2023
Type:Service or Repair 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.
On Sept. 5th I ordered a one half steak sandwich online at 1003pm. I received my sandwich at 1047pm.

Some people who came in after me received their food before me.

This happened in North Ridgeville ohio. Also the amount of meat on the steak sandwich wach very minimal.

Thank you
Business Response
Date: 09/10/2023
Dear *** ******:

            I am writing in follow-up to Mr. ****’s complaint wherein
he indicates that he had to wait for his food and once he received the food,
the meat was “very minimal”. I was sorry
to hear about Mr. ****’s experience. I
have reached out to the store to determine why there was such a wait. With the many ways to place an order, there
are times when the store falls behind. However,
this seems excessive, as I am sure Mr. **** would agree. Again, I apologize.

            With respect to Mr. ****’s meat being “very minimal”, I am
very sorry too that this happened. I
have contacted the store to discuss. For
his inconvenience, I will mail Mr. **** three coupons that he can use the next
time he visits any Sheetz store. Thank
you for reaching out. I hope this
follow-up was responsive and helpful for both you and Mr. ****. Thank you.
Sincerely- Christine B*****, Customer Advocate/Litigation Manager
Business Response
Date: 09/10/2023
Dear *** ******:

            I am writing in follow-up to Mr. ****’s complaint wherein
he indicates that he had to wait for his food and once he received the food,
the meat was “very minimal”. I was sorry
to hear about Mr. ****’s experience. I
have reached out to the store to determine why there was such a wait. With the many ways to place an order, there
are times when the store falls behind. However,
this seems excessive, as I am sure Mr. **** would agree. Again, I apologize.

            With respect to Mr. ****’s meat being “very minimal”, I am
very sorry too that this happened. I
have contacted the store to discuss. For
his inconvenience, I will mail Mr. **** three coupons that he can use the next
time he visits any Sheetz store. Thank
you for reaching out. I hope this
follow-up was responsive and helpful for both you and Mr. ****. Thank you.
Sincerely- Christine B*****, Customer Advocate/Litigation Manager
Customer Answer
Date: 09/11/2023
** ******* ****** ** ******** **** ***** ********* **** ********** ** *** ********** ********* ** *** ***** *** *** ****** ** ****** ******* ****

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.

Regards,

Herbert Sill
Customer Answer
Date: 09/11/2023
** ******* ****** ** ******** **** ***** ********* **** ********** ** *** ********** ********* ** *** ***** *** *** ****** ** ****** ******* ****

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.

Regards,

Herbert Sill

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