Complaints

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

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• 

  KWIK TRIP

  1626 Oak St La Crosse, WI 54603-2308

• 

  Kwik Trip

  872 W Broadway St Winona, MN 55987-2727

• 

  Kwik Trip, Inc.

  324 Fletcher Ave Waterloo, IA 50701-2940

• 

  Kwik Trip, Inc.

  2901 Grand Ave Duluth, MN 55806-3338

• 

  KWIK TRIP

  4220 CO RD J Sheboygan, WI 53083

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:11/16/2022

  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.

  EXTREMELY DISAPPOINTED! PURCHASED MY CHICKEN BREAST AT MY LOCATION! JUST TO GET HOME AND COOK IT THE NEXT *** RO REALIZE IT SMELLED FUNNY! I BOUGHT IT THE 15 OF NOV WAS STARTING TO COOK IT NOV 16 JUST TO SEE THE ***** AND IT SAYS PREPPED ON NOV 2ND!!!!USE OR FREEZE BY NOV 14 THE *** I BOUGHT THIS IT WAS ALREADY EXPIRED!!!! THIS IS EXTREMELY DISAPPOINTING CONSIDERING THERE $8 A BAG!!!!

  Business Response

  Date: 11/28/2022

  Please see attached response. Thank you.

• Initial Complaint

  Date:10/11/2022

  Type:Service or Repair 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.

  At 10 AM on October 1st 2022. My wife *************************** used the Kwik Star car wash at **************************************************. The car wash caused damage to right side doors of our 2022 ****** Altima. We filed a claim with Kwik Star on the morning of October 2nd. The claim has been assigned to:********************* Enterprise Risk/Claims Specialist 2 - Kwik Trip, Inc. - ************ *********************************** She requested we get two quotes on the damage one quote was for $1,667.27 and the other for $1,730.62. After we submitted the quotes, she replied back that the wash didn't do the damage and sent two images that are screen shots of a video the first being the car entering the wash without any damage, the second is an image of the car halfway out of the wash that you can't see the part of the car that is damaged due to a shadow. I have requested a better image of the vehicle leaving the wash without damage. *** has informed me that she is unable to provide that while also letting me know the only way I can get access of the video is through a court ordered subpoena. Kwik Star has not provided any proof their car wash didn't damage our vehicle. They keep pushing me to make an insurance claim. Without them providing proof they did not damage the vehicle I am seeking assistance for the video or image of the vehicle leaving the car wash. Kwik Star operates their car washes in good faith and is responsible for wash malfunctions. The damage caused a crease in the doors this was not simple light scratching, they had an issue with the wash and are not providing any documents that would prove they did not damage our vehicle. Kwik Star is responsible to put the car back in the condition it was before their car wash malfunctioned.

  Business Response

  Date: 11/01/2022

  Kwik Trip Rep ********** provided guest with photos of vehicle after car wash showing no damage. 

  Email to to customer:  As mentioned the damage you reported is not consistent with car wash damage.  We did not have any malfunctions to our car wash on the day of your wash.  The pics attached show no damage to your vehicle entering the wash and no damage leaving the wash.  Our car wash was very busy on the day of your wash and we had no other vehicles reporting damage which would indicate we had something stuck in our brushes.  Because of those reasons we are unable to pay on this claim.  If you wish to turn this into your insurance please have them call with questions.

  Trip received another email from guest on 11/1/2022 and our rep did extend a goodwill offer of $250.  No response at this time.

  NOTE:  No work orders were noted and store had 105 vehicles use the wash on that day with this being the only incident report.   

   

  
  

  Customer Answer

  Date: 11/01/2022

  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 photo they have of the vehicle leaving the wash is of the vehicle halfway out it was a screenshot of the video. You cannot see the part of the car that the damaged occurred. Considering they have the video they easily could provide a screenshot further out or the video. They are not providing any further photos of the vehicle and informed me that I need a subpoena to get the video. I have submitted two body shop quotes for the damage done. $250 doesn't even cover my deductible. I am not understanding why I would make an insurance claim when the machine damaged our car. The damage isn't brush damage. The damage creased the doors and took the paint down to bare metal. Kwik Trip has made the comment we agree to disagree.  They are liable for the machine to function properly that is not something you can just say I agree to disagree on. Kwik Trip keeps making the claim they did not damage the vehicle but are not providing the necessary documentation to show there is no damage. This is an easy case show me the video and that the damage did not occur or pay the repair bill of one of the quotes I submitted.  This is a brand-new car with less than **** miles on it when this happened. I just want my brand-new car back the way it was when I entered the car wash. This is a case of a company damaging a vehicle due to a machine malfunction and them not taking responsibility for the malfunctioning machine. They also can say nothing else happened that day. It is easy to make that claim when you provide no information and won't show the video. Their mission statement is to take care of the customer like family, and they are trying to get out of a serious machine malfunction with a $250 token gesture. Combine the $250 gesture and the fact they won't release video footage and you have a guilty party not standing up to the responsibility or running a car wash.
  
  Regards,
  
  *************************

  Business Response

  Date: 11/04/2022

  Please see attached.

  Customer Answer

  Date: 11/08/2022

  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 still not getting the information needed. The business has not given any information proving they have not damaged the vehicle. They have now mentioned they have an engineering report and not shared that report. They still have not shared a video. They have upped their responsibility to half of the damage cost. I have had to turn this into my insurance company as half of the cost is not enough to fund the repair to the car. My insurance company has contacted them, and I see no information to what was discussed in that conversation. *** repeatedly is telling me she isn't lying but has offered half of the cost of the damage and told me I need a subpoena for the video that would show if the damaged the car or not. I have told them that the from my legal perspective I have a damaged car, with witnesses to the damage. I followed their protocol and filed the report while getting the damage repair quotes. I stand where I always have from a simple position of show me the video and photos of my car leaving undamaged or pay to have the damage repaired. The back and forth with me, the BBB and my insurance company isn't going to change that they damaged the car. This was the first car wash this vehicle had ever been in and needs repaired. The way the wash damaged the car or how many others used the car wash doesn't change the damage that happened or give any reason they aren't handing over the video. I have a photo of the car entering undamaged and a photo of it out with damage that two body shops have quoted to repair it back the way it was before it was damaged at their wash. Is a simple case of do the right thing and take responsibility of a car wash malfunction. Sometimes things happen and that is part of running a car wash.  

  Regards,
  
  *************************

• Initial Complaint

  Date:09/24/2022

  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.

  The contactless point-of sale electronic payment devices on at least 4 kwik trips, possibly all kwik trips, does not work for my MasterCard through my i-watch or my iPhone. They do; however, work inside the stores. The pumps have the sensor and they claim to work, but none of them do. I have reported this to kwik trip for a kwik trip in **************; black river, **; and have checked several other kwik trips and they all do not work . Sometimes attendants who are new will claim nobody has had this problem, but senior staff are familiar that it is a long standing issue. They are lying about being able to accept contactless payments at the pumps.

  Business Response

  Date: 09/29/2022

  RE: *************************** complaint 18122951
  My name is ********************* and I am the Senior Manager of ********* Services here at Kwik Trip.  With regards to ****** complaint about our pumps not accepting MasterCard transactions through Apple Pay, at this point that is a correct statement.  Kwik Trip has had an active ticket open with our software provider on this particular topic since June 3rd of this year.  This issue is actually specific to the MasterCard / Apple Pay combination rather than a more global acceptance of contactless payments at the pumps.  This combination of contactless payment requires a special tag (DF8125) that other contactless payments do not require.  This tag requirement only comes into play when pumps or pin pads are configured to be *** capable.  Kwik Trip has been installing the *** functionality in our pumps over the past year to meet banking PCI requirements.  To that extent, it is somewhat recent that we have had the combination of contactless payments at the pumps with this particular issue.
  There is a configuration file which we have just completed testing which does correct this issue.  Unfortunately, this has unveiled a secondary problem.  The process that pushes configuration files out to the pumps is also broken.  This secondary problem was a discussion topic yesterday on our weekly call with our vendor.  They are actively working to solve this secondary problem at this point, and we are waiting for an ETA for that solution. 
  We do regret that we have been struggling to get this functionality to work in our environment.  It is our intent to get this working as quickly as possible for our guests and apologize for any inconveniences this has caused.

  I will reach out to ***** to discuss the matter further. 

  Sincerely,
  *********************
  Senior Manager ********* Services

• Initial Complaint

  Date:09/18/2022

  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.

  Over charged me when it was only suppose to be ****+ tax for each pack of Lucky strikes cigarettes

  Business Response

  Date: 09/23/2022

  Representative Will C. has reached out to ***********************  It is our assumption that ********************** who has a ********* address, visited a retailer with a similar name. 

   Kwik Trip, Inc. only has retail locations in the upper mid-west (*********, *********, ****, ******** and ********).

   

  Customer Answer

  Date: 09/24/2022

  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.
  
  [Please type your response here.]
  
  Regards,
  
  *********************************. That has nothing to do with them price gauging

• Initial Complaint

  Date:08/29/2022

  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.

  August 16,2022. I bought a **** gift card for $200.00 from, Kwik trip store in ******* *********. Upon trying to use it, it comes up saying, oops, we can't find a gift card with that number. Please check your 13-digit code and try again. I tried the exact same Redemption code number again and same thing keeps popping up !!! Called them up and they won't give me My Money Back!!! I want my money back ??? They sold me the card. I paid cash to them ? Therefore, they are responsible for selling me a defective card/product ?????. HELP ? I want my money back ???

  Business Response

  Date: 09/02/2022

  I reached out to ************ to get further details regarding the gift card.  Kwik Trip has contacted Incomm to deactivate the card so we can then request a refund of the balance on the card.

  Thank you,

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

  Customer Answer

  Date: 09/02/2022

  [A default letter is provided here which indicates your acceptance of the business's response.  If you wish, you may update it before sending it.]
  
  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:08/27/2022

  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.

  Earlier in the summer I had an issues about the switch to all prepaid pumps at this business it used to be fist 2 rows then changed without notice or signs Im standing their looking crazy trying to get gas barely breathe because of humidity finally I find a sign 1/12 inches long tape to the pump so I call and then walk in and out to pay I almost passed out I complain some one email me saying just call and one employee will pump gas, so I got to KwikTrip and call nobody answer probably in the kitchen not cooking and I have to walk in pay for my gas first then I go to the restaurant and order Chicken breast meal with fries , and she says no you have to buy it out of the hot case . I dont have to buy anything .. So I say just forget it Im diabetic and disabled and hungry so Im out of wack telll this girl at the counter and she get on the earpiece and as they are all three talking 1 at the counter all discussing why I cant order food at the restaurant that serves as a truck stop or whatever then this lady says shes a manager and starts berating me scream making sure I know shes in charge I will not take that from anyone and their are a lot of people complains about the rude people that work there and its really that they think that they can do whatever and the employers back that under no circumstances should I be yelled at by a young rude girl that couldnt even spell ******************** There is no fixing people that treat old disabled women like c*** and I will say this milk in ********* shouldnt be more than gas but at this buisness it is **** per bag no gallons so 2 bag s **** and I would like to receive an apology and their answer to the gas problem They sure are worried about gas and it Jve never prepaid . For gas anywhere except in the city and you cant go in they are behind bulletproof glass and they should have a bigger sign I will no longer serve QT

  Business Response

  Date: 09/02/2022

  A member of the Kwik Trip Team reached out to ************ with an explanation of a few of her concerns.  ***** asked her for a replay as to the rest of the concerns.  ***** provided the contact info to reach out to him directly in the future. 

• Initial Complaint

  Date:08/26/2022

  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.

  As a mail carrier I would go to quick star every day for gas, food, water and other items because it is on my route. Quick star gives out free coffee to first responders but will not give free water to mail carriers. All mail carrier need water to survive in the heat. Now I will have to bring water with me to work and drink it hot due to the fact that I can not get a refill of ice or water for free. Bottom line is water saves life's

  Business Response

  Date: 09/02/2022

  A representative from Kwik Trip contacted ************** about his concerns. He shared that he had expressed his concerns earlier in June and August to a female Kwik Trip coworker.  We are going to follow up with the retail store he patronizes to make sure we are as consistent as possible. We have a fairly new policy regarding ice and cups (copy attached) and he was informed that he can get a courtesy up of ice water.

  We have reported this concern to the District Leader who will follow up further.

  Thank you,

  **************** 

   

• Initial Complaint

  Date:08/09/2022

  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.

  After reading all the complaints on Kwik Trips car wash issues and denying any responsibility, I was denied today and I had all the necessary paperwork! They acknowledged the date of the video showing my first and only wash on July 6, 2022. The truck was just purchased and even sent them the dealers comments on the excellent exterior condition. The scratches were so severe on the crew cab glass that it had to be replaced. I have the glass and local staff took pictures but they said we agree to disagree! Two detail and body shops said its from a soft touch car wash that I only have done at KT! $513 later there not owning up to their problem! Want compensation for their equipment like the ones filing on BBB!

  Business Response

  Date: 08/17/2022

  ********************** complaint was investigated thoroughly and was determined to not be caused by Kwik Trip carwash equipment.  The customer reported the loss a couple weeks after his wash.  He did not know what store, nor month (he even stated a month prior to purchasing the vehicle).  No similar claims were reported at any of the locations he may have visited.  The damage is not consistent with the Car Wash.  The vehicle was bought used at a ******************** with some damages and 17K miles on it. However, the scratches and antenna were repaired,per the dealer. Mirror scratches were not repaired.   The biggest concern is how he stated that the glass damage was so severe."  That does not happen with a soft touch wash. The damages on the hood are not consistent.  
  

  Customer Answer

  Date: 08/17/2022

  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.
  
  [Please type your response here.]
  If you read their other responses-on BBB, its clear their company does not take responsibility for any of car wash damages! One being over $3,000 in damages! Their not telling my complaint accurately so Ill probably take it to small claims court and write a beware ariticle in two local newspapers! Its unfortunate as I have backup information from two body shops. the dealer and pictures to prove my case! VERY DISAPPOINTED WITH THEIR RESPONSE AND I DONt NEED A $25 gift card to settle my claim!
  Regards,
  
  ***************************

• Initial Complaint

  Date:07/19/2022

  Type:Service or Repair 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.

  Went through kwik trip car wash on June 19th. Did the elite touch free. I dont let the dryer dry my vehicle completely because I like to dry it with a microfiber cloth. Drove home(5 blocks) started to dry my truck, and noticed a white film on the whole truck. Some spots had white dots that were hardened. Managed to get most of it off but the harder spots did not. Went back to the kwik trip a day or two later. Talked to manager about any possible complaints about the car wash since Sunday. He said yes. It was out of soap and a couple other things that I dont remember. They took pictures and sent it to corporate. Received a call a few days later. I needed to get a couple quotes because it was over $500. Proceeded to get those and sent them in about a week later. They call back about another week later stating that their car wash would not do that. It must be overspray. First off I did not drive by any road sprayers. In my town they do that at 3 am. 3 of the 5 blocks I drive home have center lines painted. But they are yellow.

  Business Response

  Date: 07/26/2022

  Our representative contacted the shop to discuss the spots. They confirmed that they were not carwash wax.  They stated that they felt that it was paint overspray. 

  Because the spots did not come from our carwash operation and there were no work orders for this carwash or other claims of damage, ********************** claim was denied. 

  Customer Answer

  Date: 08/01/2022

  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.
  
  [Please type your response here.] I went through the wash around 6:30 pm on a Sunday. There is no way possible to be paint overspray. ************ dont work Sunday unless maybe plowing snow. They also spray the lines on the road early morning, like 3am. No traffic. I contacted the kwik trip representative to obtain a copy of the car wash, pictures they took during the initial complaint, and a copy of MSDS of the chemicals used in the car wash but have not heard a response. I was able to pick some chunks out from my wheel well and I will send them in for a chemical analysis. And I will also contact a lawyer.
  
  Regards,
  
  *********************