Business Profile

Gas Station

ARCO

This business is NOT BBB Accredited.

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Complaints

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

Customer Complaints Summary

28 total complaints in the last 3 years.
15 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:07/16/2024
Type:Facilities 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 gas station has an air conditioner that runs all night at noise levels that are a nuisance to people in my building and keep people up at night.Multiple attempts have been made to talk to the manager and employees to get them to alleviate the situation and they have done nothing to address it.
Business Response
Date: 07/25/2024
Thank you for your email concerning the air conditioner at a Marathon station. Please be advised that all Marathon stations are independently owned and operated, station employees are employees of the owner/operator, and the owner/operator is responsible for all aspects of their business.

Your email did not mention the specific station address, city, and state regarding this matter. We cannot assume the station, upon receipt of the specific station address, we will forward your complaint to the appropriate party for handling.

We appreciate your business!
Initial Complaint
Date:06/11/2024
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.
Arco #*****. **************************************************** *************. Incident: 6/10/24 Cashier **** refused to accept Am.Xpress travelers chk so I pre-pd. w/ $100 bill for $45 gas @ PUMP #**. Gave me chg. w/ $50 bill. I asked for smaller bills. She said I would have to wait until another customer made purchase to open register. So I stood there. Finally got change & went to pump. NO GAS. Sent daughter in to tell ****. AFTER SEVERAL MINUTES she did't return so I went in. **** had told her to wait at end of line. **** told me Mgr. ******* was checking cam's claiming I told her pump #6. I asked to speak w/ Mgr. ******* was rude. Refused to let me see cams. I then realized **** NEVER GAVE ME A RECEIPT FOR MY CASH. I asked for my receipt. **** gave me a receipt for pump #6. **** REFUSED TO GIVE ME GAS AT MY PUMP. **** REFUSED TO REFUND MY $45. Said someone else got MY GAS at their pump on their credit card. **** gave me $27.70 back. During this incident, another customer came in with the same problem! **** DID THE SAME THING TO HIM!!! **** TOLD ME TO STOP TALKING TO "HER CUSTOMERS" AND GET OUT OF THE STORE & LEAVE THE PREMISES! I left the store & got his name/# as evidence that ************ ******* are allegedly in conspiracy to commit theft on ARCO customers by running this scam by not giving cash customers their receipt, then falsely accusing them of giving the wrong pump # so they don't get their gas or their money back! I also took pic's of my ********************************** its spot at pump #** as evidence. CASHIER *********** ******* NEED TO BE FIRED FOR THEIR DISHONESTY & RUDENESS TO CUSTOMERS, especially senior citizens such as myself.
Business Response
Date: 06/11/2024
Thank you for your email concerning the ARCO station in **********

Please be advised that this is a Dealer owned location, station employees are employees of the Dealer, and the Dealer is responsible for all aspects of their business.

We will forward your complaint to the appropriate party over this location for handling.

We appreciate your business!
Initial Complaint
Date:05/30/2024
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.
I walked into Arco about 9:45 p.m the lady tells me to leave that I cant go into the store for no reason starts yelling in A language that I cannot understand and man that theyre working with her, tell me to leave that thats the owner and theres no reason for her to have talk to me that way or tell me Im not allowed in the store if I didnt do anything to them or I have not had previous problems at the store anything but she told me Im not allowed in there and Im not understanding why other times I want to use the restroom and they literally tell me that the restroom is not working but theyll be other customers walking into the bathroom *********** they wont even let me in the store. Theyll stand at the door and tell me theyre closed, but people will walk right past me into the store and I dont know why they showed this having discrimination problems with me saying that Im homeless when I have a house that I live and Im not homeless, but theyre always have issues with me for some reason when I dont cause any problems.
Business Response
Date: 06/10/2024
Thank you for your email concerning COMPLAINT at an ARCO station. Please be advised that ARCO stations are independently owned and operated, station employees are employees of the owner/operator, and the owner/operator is responsible for all aspects of their business.

Your email did not mention the specific station address, city, and state regarding this matter. We cannot assume the station and it would be a great injustice to mistakenly accuse a station of wrongdoing. Upon receipt of the specific station address, we will forward your complaint to the appropriate party for handling.

We appreciate your business!
MPC
Initial Complaint
Date:02/07/2024
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.
I recently went into the Arco in ****** ** and was harassed by an employees son who was loitering in the store. I went in to pay for my gas and was nothing but nice, as I was leaving I jogged a little to my car as it was cold out and the son of the person working, *****************************, her son yelled out the door "****, you better run". That is extremely rude to say to someone who is a customer in the store, let alone to anyone. I followed up with the police and have since filed a report, but I would like a response from the Arco Motley store themselves apologizing for this behavior.
Business Response
Date: 02/23/2024
Thank you for your email concerning a station employee at the ARCO station at ************************************

Please be advised that this is a Dealer owned location, station employees are employees of the Dealer, and the Dealer is responsible for all aspects of their business.

We will forward your complaint to the appropriate party over this location for handling.

We appreciate your business!
Initial Complaint
Date:10/18/2023
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 went to purchase gas on 09/08/2023, at 3:30PM, I give the attendantJeanette *****, when I went to pump the gas the pump was not cleared, I went back , she rudely told me to give her a minute went back still nothing,I had asked to use pump 3, she then proceeds to tell me no I said pump 2, and that someone else used that pump and my money, I filled out a form, she stated no manager there and they would look at camera footage when manger comes back, I called the next morning only to be told that she was the manager and would be in at noon, then that attendant told me I had to come in and hung up on me
Business Response
Date: 10/19/2023
Thank you for your email concerning the station employee and your funds on the correct pump at an ARCO station. Please be advised that ARCO stations are dealer owned location, station employees are employees of the Dealer, and the Dealer is responsible for all aspects of their business.
Your email did not mention the specific station address in regard to this matter. We cannot assume the station and it would be a great injustice to mistakenly accuse a station of wrongdoings. Please provide some additional details regarding your incident and include the date and time. Upon receipt of these additional details, we will forward your correspondence to the appropriate party.

We appreciate your business!
Customer Answer
Date: 10/20/2023
Complaint: 20578859

I am rejecting this response because:

The station address: ****************************************************************;

Regards,

*************************
Business Response
Date: 10/23/2023
We have forwarded your correspondence to the appropriate party.
Initial Complaint
Date:09/18/2023
Type:Billing Issues
Status:
UnresolvedMore 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.
08/30/2020 Approximately 7:30pm I went into the ARCO to pay for gas (53 dollars cash) and went out to pump gas. The gas pump stopped and I removed the hose from the gas, noticed that the pump was continuing to charge me while ****** was being pumped. I got my phone from my car and recorded the incident. I spoke to the clerk and left my number. When I got into the car, I noticed that my gas tank wasnt full. I called today and no answer to resolution.
Business Response
Date: 09/22/2023
Thank you for your email concerning a pump malfunction at an ARCO station. Please be advised that ARCO stations are Dealer owned location, station employees are employees of the Dealer, and the Dealer is responsible for all aspects of their business.

Your email did not mention the specific station address, city and state in regard to this matter. We cannot assume the station and it would be a great injustice to mistakenly accuse a station of wrongdoing. Upon receipt of the specific station address, we will forward your complaint to the appropriate party for handling.

We appreciate your business!
Customer Answer
Date: 09/23/2023
Complaint: 20549286

I am rejecting this response because:
You were missing information regarding the address to the location. Below is the address requested
***************************************************************** 90280
*************

Regards,

***************************
Business Response
Date: 10/05/2023
I have forwarded your information to the territory manager over this location.
Customer Answer
Date: 10/05/2023
Complaint: 20549286

I am rejecting this response because:

Regards,

***************************
Business Response
Date: 10/18/2023
We have sent your complaint to the corporate territory manager for handling.
Customer Answer
Date: 10/18/2023
Complaint: 20549286

I am rejecting this response because:

I still have no resolution for this matter

Regards,

***************************
Initial Complaint
Date:12/20/2022
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.
My Husband was Ambushed and shot 6 times at this gas station. He paid for his gas on Tuesday 12/6 around 4:40pm and was not able to pump his gas due to him being assaulted with a deadly weapon by several men. I went up to the gas station and the manager told me she would give me a phone call and still nothing. We need a refund for *****.
Business Response
Date: 12/27/2022
Email sent to customer advising that a prepay only was done. A prepay amount simply opens the pump up to a specified amount and is only shown as "pending" on their account. A customer is only charged for the amount of fuel pumped. Since no fuel was pumped, no charge was placed on their account. Advised they would need to contact their bank/credit card company and advise no final transaction amount is being submitted by the merchant - as that is what they are waiting to receive - and request their bank/credit card company remove the prepay amount or pending hold on their account.
This case is Closed.
Customer Answer
Date: 12/27/2022
Complaint: 18618106

I am rejecting this response because: my husband paid cash he did not pay with a credit or debit card. I want a full refund.

Regards,

*************************
Business Response
Date: 12/29/2022
Customer provided station location. Complaint and request for refund forwarded to appropriate party over the station for handling. Customer contact information included in order that party over station can contact her to resolve. Customer advised.
Customer Answer
Date: 01/02/2023
Complaint: 18618106

I am rejecting this response because: I am waiting for refund once refund has been issued I can accept
Regards,

*************************
Initial Complaint
Date:12/19/2022
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.
Per ********** law, a gas station MUST provide air and water to customers. On 12/10/22, I purchased gas and noticed my tire pressure was low. Upon pulling up to the air and water machine, it was noticed an out of order sign was posted. I went inside to inquire about the machine and was told it has been inoperable for months. When I inquired about an alternate solution and advised CA law required gas stations to provide air, the clerk responded with "then *** us." This was quite an inappropriate comment coming from a business actively breaking the law. Complaint has been filed with the ********************************* along with the BBB. I have attempted to file a complaint with ARCO corporate but there is not currently ANY system in place to lodge a formal complaint.
Business Response
Date: 01/05/2023
Station advised there was a coin stuck in the machine. It has been taken care of and is now working.
Initial Complaint
Date:12/16/2022
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.
ARCO Business Solutions - Account Number: *************** or I have a business fuel charge account with arco business solutions also known as ifleet.com. I contacted someone in the corporate office several months ago regarding a high credit limit risk fee of $249 that appeared on my card account, and also 1% surcharge on the total amount of fuel purchased throughout the month period I spoke with ******* in the corporate office and she said that both of these would be removed permanently. They were removed from that bill. Every bill since then continues to have both of these charges on the account. I have written and called ******* back and I have not gotten a response until today, 12 days later, and it was not from *******. The unknown Agent, said I would need to call in and ask that this be removed and would only last for three months. This should be totally removed from any future ********, permanently, not on a temporary basis, and not where I need to call back in every time I see it on the bill and waste two hours of my time period even then the agent cannot say it was permanently taken off or at least for that month even.******* stated when I spoke to her before that I have no reason to have that charge charged to my account for a high credit risk fee, or for the 1% fuel charge fee. These need to be permanently removed. Also I would like to have the name, direct phone number, direct e-mail address, direct fax number, hours that are best to reach the representative that answers this complaint, and the best time to reach this person, so we can work this out permanently. This cannot go on any longer.I feel like arco and I fleet are gouging their customers hoping they will not find this on their bill. If this continues I will have to seek other remedies outside of this complaint process. I look forward to hearing back from you. Thank you.
Business Response
Date: 01/16/2023
A credit was submitted as a courtesy for the $4.29 account fee the customer expressed concerns about and the fee was also removed from billing in the future. The High Risk Credit Fees the customer mentioned had already been previously credited as well. The customer was informed that the fees could take up to two weeks to be removed, but he was provided the means to directly contact a member of our escalation team in the event he has any further questions or concerns.
Initial Complaint
Date:10/28/2022
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.
Went inside store to put 20 dollars of gas.proceeded to pump 8 and drove off.noticed my gauge never moved.I did not get any gas from pump 8.I returned to tell staff and did not get any attention.*** the cashier took my money that morning.I used my debit card to pump 40 dollars of gas on pump 10.
Business Response
Date: 12/05/2022
This has been handled. Customer was paid back.

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ARCO is NOT a BBB Accredited Business.