Complaints

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:07/16/2025

  Type:Sales and Advertising 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 have requested the new GasBuddy+ card multiple times in the last two months. No card has been sent. I reached out to customer service via the app and email address multiple times. I am met with either no response or an automated response. No human has actually replied to any of my inquiries. This is not the first time I've had to file a BBB compliant to get a response from you all and as such I no longer want to use these services. I want my bank account unlinked from my GasBuddy account before I submit for deletion as I do not believe you all will actually delete my account and personal information due to your lack of ability to send out a new card or have a human respond to my email. The bank account I want deleted is in the "Your Pay with GasBuddy account" section NOT the "Linked Cards" section. I also want my Fuel Rewards deleted from the GasBuddy account.

  Customer Answer

  Date: 07/17/2025

  Business responded this morning (7/17/2025 at 10:00 AM EST) via email with a human response and complaint was resolved promptly. This complaint can now be marked as resolved. Thank you!

  Business Response

  Date: 07/17/2025

  Hi *********, 

  We are sorry to hear that the new card was not received, and that it took our team longer than normal to get back to you. It does look like Nychole, our Team Manager, was in recent contact with you via ticket #******* and has taken care of your request to close the account. 

  Our apologies again for the troubles, 

  Customer Answer

  Date: 07/17/2025

  I have reviewed the business response and accept this resolution. Business responded this morning (7/17/2025 at 10:00 AM EST) via email with a human response and complaint was resolved promptly. This complaint can now be marked as resolved. Thank you!

• Initial Complaint

  Date:07/07/2025

  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.

  I am having issues redeeming points for gift cards via GasBuddy - I keep waiting on an confirmation email that never arrives. I have submitted multiple tickets to GasBuddy support over the past month for help regarding multiple issues with rewards, but no one responds. I am currently unable to redeem my rewards for an Amazon Gift Card.Thank you.**** *****

  Business Response

  Date: 07/10/2025

  Hi there, 
  
  Thanks for taking the time to reach out.  I've responded through ticket ******* with a request for further information, as we're not able to pull up an account with any of the email addresses provided.  Please continue corresponding through that ticket.  

  Customer Answer

  Date: 07/10/2025

  I am rejecting this response because:   
  

  Gift card issue still unresolved, via support ticket *******. Email was changed per this ticket.

  Customer Answer

  Date: 07/22/2025

  I have reviewed the business response and accept this resolution. 

• Initial Complaint

  Date:07/04/2025

  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 received notice just two days prior to end of month old card wouldn't work after end of month and I would need to sign up for new card/membership. They charged for old membership even though I do not have new card and cannot use the old membership and will not refund. There was not proper notification. They were fine in canceling old card but no warning that old membership would still be changed even though you can't use it.

  Business Response

  Date: 07/08/2025

  Hi *****,
  
  I can understand the frustration of the old card being discontinued, and the new card not being delivered for you. I see that you've submitted a case to our support team and have asked the Manager to contact you to help sort that out. 

  However, I must disagree with your complaint because our records show we sent three email notifications since early June. We provided four weeks' notice before discontinuing the old card and each email included information about contacting support. 

   

  Customer Answer

  Date: 07/08/2025

  I am rejecting this response because:   I did not and, if there was email sent. It should not extend a membership that is invalid since you have to sign up for new membership and new card. This is invalid to allow a non usable account if you're forcing to get new. 

  Business Response

  Date: 07/08/2025

  Hi *****, 
  

  Nychole has been in contact with you to sort out getting a new card, it seems one was shipped a few months ago but must have gotten lost in the mail. The intent was to have the new card available to users prior to discontinueing the old card and we are sorry that this did not work out as planned in your case. 

  Regarding the membership, while you wouldn't be able to take advantage of the membership discounts without the card, you would still have access to your Roadside Assistance. Due to this, the memberships are not premptively cancelled. 

  Customer Answer

  Date: 07/10/2025

  I am rejecting this response because:   they charged for a membership that can't be used. You have to sign up for new membership and card. I was not given proper notice to cancel or needed to cancel. You would also think if you have to sign up for new card/membership and old will stop working then you wouldn't be charged for a defunct membership.

   

  This needs to be refunded... Not a credit, refunded. This is nothing but a scam attempt to get extra money.. 

  Business Response

  Date: 07/14/2025

  Hi there, *****

  I have sent a followup to your ticket 1692635- Please review at your earliest convenience.  

  I appreciate you taking the time to reach out and share your experience with us.  

• Initial Complaint

  Date:06/26/2025

  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.

  GasBuddy is in the process of updating everyone's payment cards. I have been receiving notices for months that a new card has been sent out and I need to activate it as my old card will be deactivated at the end of June. Problem is, I've never received the new card. I've reported this issue several times for over a month but always get automated replies from some horrible AI and no real people ever get involved to actually solve the problem.

  Business Response

  Date: 06/27/2025

  Hi there

  Thank you for taking the time to type out your concerns.  An agent has responded to your ticket 1684623. If you have any further concerns, please respond directly to that email.  

  Customer Answer

  Date: 06/27/2025

  I am rejecting this response because:   BBB states I have 10 days to respond to this message, but the message from Callin of GasBuddy (included below) states I need to wait 10 business days for another card that was allegedly shipped last week.  I appreciate someone finally responding to the dozens of messages I have sent in, but I have been waiting for a new card for nearly two months now and this response does not address the issue within the time constraint given by the BBB.
  
  Message from GasBuddy:
  
  See below for the agents response to your request 1684623:
  Thanks for reaching out, and sorry for the delay in getting back to you. 
   
  I see your most recent card was shipped on June 17th. The card that was shipped prior to that, the address provided both a street address and a PO box, which likely resulted in the card being returned.  
   
  Because it hasn't yet been 10 business days, we will need to wait a few more to allow for any possible shipping delays.  If your card does not arrive by end of next week, please don't hesitate to let me know by responding directly to this email.  
  Regards,
  CAILLIN
  Director, Member Support
  GasBuddy | Fuel Better
  

  Business Response

  Date: 06/30/2025

  Hi ****,

  I responded to your ticket 1684623.  Please note- the 10 days was beginning June 17th when the card was shipped, not 10 days from the response to your BBB complaint.  As mentioned in ticket 1684623, I expect your card to arrive by the end of this week.  

• Initial Complaint

  Date:06/20/2025

  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.

  GasBuddy is discontinuing their Pay with GasBuddy card for a new card, and requiring users to sign up for the new card. I have continually had issues getting the sign up process to even happen, and GasBuddy support will not get back to me even after 2 weeks.I am a paying customer for their Plus membership and cant get ahold of any form of assistance from their company. Their customer service appears to be automated and I need a human to help me.

  Business Response

  Date: 06/26/2025

  Thanks for taking the time to reach out.  I see you were able to speak with one of our agents in ticket 1676392, and she was able to get you going! If you have any further questions or concerns, please don't hesitate to respond directly to that ticket.  

  Customer Answer

  Date: 06/26/2025

  I have reviewed the business’ response and accept this
  resolution. 

• Initial Complaint

  Date:06/20/2025

  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 June 13, 2025, a fraudulent charge of $77.88 was made using my GasBuddy account. Additional unauthorized charges were made on June 17, 2025, in the amounts of $49.04 and $6.56.GasBuddy Support has confirmed that: My account was hacked A card was shipped to an unauthorized address Purchases were made without my consent They have marked this as a fraudulent case, deactivated my card, and advised me to reset my password (which I did). Despite all of this, they refuse to refund the stolen money, stating they are waiting on the bank to finish a dispute process. Meanwhile, I am without the funds and am being given no clear timeline or resolution.Ive informed them that if I cancel the banks fraud dispute, the bank will no longer be involvedwhich blocks any further communication between the two parties. I am stuck in a bureaucratic loop, and GasBuddy refuses to escalate the issue, issue a refund, or take appropriate responsibility.I believe this violates: The *************** Transfer Act (EFTA) under Regulation E, which protects consumers from unauthorized electronic transfers and requires timely investigation and resolution of such disputes by financial service providers. Unfair or deceptive business practices as defined by the ************************ Act (FTC Act).GasBuddy's failure to act after acknowledging the fraud may also constitute negligence in securing user accounts and handling disputes in good faith.I am also filing complaints with: ************************************ (CFPB) ************************ (***) ************************************** My State Attorney ****************** Play/Apple Store (for GasBuddy app accountability)I am requesting a full and immediate refund of the stolen amounts and an acknowledgment that GasBuddy will update its fraud and dispute policies to prevent future harm to consumers. I am prepared to seek legal counsel and pursue further action.

  Business Response

  Date: 06/26/2025

  Hi there, ******

  Thank you for taking the time to write out your complaint.  I have reviewed the case in question. I see that the agent that handled your case explained the delays that can be experienced if the bank is involved in the dispute process.  This isn't to say you are not allowed to dispute with your bank, that is certainly within your rights.  However, if a dispute process is already underway through another avenue, we do need to allow it to run it's course, as running two separate dispute investigations at the same time can lead to errors, double refunds, and needing to pay back a balance in some cases.  By letting the bank dispute settle before moving forward with the refund on our side, we ensured that there wouldn't be any further complications or confusions. Your transaction was refunded within 9 days of the investigation being opened, and was done as soon as we were safely able to do so.  

  Customer Answer

  Date: 06/28/2025

  To Whom It May Concern,
  Although GasBuddy has now issued a refund for the $133.48 in fraudulent charges, I am not satisfied with how the situation was handled and therefore I am rejecting their response for the record.
  The Core Issue:
  GasBuddy acknowledged the fraud early onconfirming that:
  My account was hacked
  A card was shipped to a different address without my authorization
  Unauthorized purchases were made by a third party
  Yet despite this clear confirmation of fraud, they delayed refunding my money for over a week, citing a vague bank dispute process as the reason. This is unacceptable.
  
  Legal & Ethical Failures:
  Under the *************** Transfer Act (EFTA), specifically Regulation E, a company is required to issue a prompt refund once fraud is identified. GasBuddy violated this obligation by waiting over a week to act despite having already confirmed the activity was fraudulent.
  Furthermore, their system allowed a new payment card to be mailed to a different address without any identity verification. That is a serious failure of account security and puts consumers at risk. Shifting the blame to users for weak passwords is irresponsible. It is GasBuddys legal and ethical duty to protect customer data and financial access.
  
  Ongoing Concerns:
  Many customers may not even realize their accounts have been compromised.
  GasBuddy's fraud handling and account protection policies are insufficient.
  Their current process delays help for victims and increases harm.
  
  Final Statement:
  I appreciate that the funds were finally returned, but this refund should have occurred immediately upon confirmation of fraud, not after a week of delay and repeated follow-ups. I remain deeply concerned about GasBuddys lack of safeguards and the growing pattern of complaints.
  I am continuing to document this situation with the ***** FTC, and state attorneys general as part of a broader concern about systemic failure to protect consumers.
  

  Business Response

  Date: 06/30/2025

  Hi ******, 
  
  We were first made aware of the transaction(s) in question on June 18th.  Our investigation began within an hour, and they were marked as fraudulent within 2 hours of the initial phone conversation.  The only reason there was a delay in refunding the transactions is that we were waiting to learn of the next steps from your bank.  We communicated openly with you about this between the 18th-20th, and kept you updated on transaction status again on the 23rd, letting you know that 2 days remained in that process before we could refund. As soon as we were able to initiate that refund on the morning of the 25th, we did.  All in all, your dispute took less than 5 full business days.   You can respond to ticket ******* if you have further concerns or questions about this process. 

  Customer Answer

  Date: 07/14/2025

  Gasbuddy chooses to blame the customer indstead of taking responsibility and putting in processes that would protect their customers. Everyone I communicated with went out of their way to tell me it was my fault, that I did not have a string enough password. It was obvious they trained to blame the customer as they all have the same script. It was also obvious that this fruad is common issue for them and yet they have put no processes in place to stop the fraud from happening again to customers in the future. How about some sort of two-factor authentication (2FA). How about Gasbuddy actually verified someone moved before sending out a gas card to someone who then goes and commits fraud with customers account ? How about **** as credit card companies and banks do if a customer doesn't use a card for 6 or 12 months and it is dormant they cancel it to prevent the fraud ? Also the law requires as soon as you decide it is fraud that you refund the money, not that you get to wait while the bank compeltes its investigation. There are many things that Gasbuddy could do to help prevent the fraud yet they choose not to. They would instead rather blame the customer and tell them it msut be because their password is not strong enough.

• Initial Complaint

  Date:06/14/2025

  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.

  From 5/29/25 -6/5/25 my gas card was used without my consent. Someone used my gas card 3 to four times at a gas station. Those transactions werent made by me. They were unauthorized transactions and I lost my gas card at the gas station. Someone stole it and started using the gas card. I immediately contact my bank and GasBuddy LLC. I let GasBuddy know I was no longer interested in having their card because they were charging me fees . I explained to them what happened . I didnt even used my card. I told them to immediately close my account because they didnt protect my bank account and debit card information. I contact my bank as well. Gasbuddy was charging everytime that individual used my card. I would like for GasBuddy to dispute those charges and leave me alone. I received an outstanding amount and I am not responsible for any further charges.

  Business Response

  Date: 06/26/2025

  Hi there, 
  
  Thanks for taking the time to submit a complaint.  I have taken a look at all recent correspondence.  These transactions were deemed not to be fraudulent due to a number of different factors, all of which are laid out in tickets 1675248 and 1650903.  I understand this may not have been the outcome you were hoping for, and should any new evidence come up that you would like us to review that may change the outcome of the decision, you can submit a new ticket for assistance. 

  Customer Answer

  Date: 06/27/2025

  I am rejecting this response because: this company isn’t doing their job properly. This information is incorrect and they should consider on fixing the problem efficiently.

  Business Response

  Date: 06/27/2025

  Brittany, 
  
  I apologize that we were not able to provide you with the answer you were hoping for.  Your case was reviewed by the team lead, manager, and director of support, and the decision remains the same.  The decision was reached through a thorough investigation of numerous factors, including previous communication history with yourself in regards to the outstanding transactions.  

   

  Customer Answer

  Date: 06/27/2025

  I am rejecting this response because: I will be forced to move forward with an alternative approach. You will be contacted soon by another party. I don’t accept any other thing from you all. This company isn’t safe to use nor protected my personal information. Respectfully your service isn’t no longer needed. 

• Initial Complaint

  Date:06/10/2025

  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.

  I asked to get the Gas Buddy plus card in February. 4 times they "say" they are sending it and 4 times they have sent it to my old address. So whoever lives in my former home has gotten 4 chances to activate it but I have had zero chances. They will not fix the situation or call me back when I complain. Chat does not work - it will not let me speak to a human.I want my card - that is all!

  Business Response

  Date: 07/09/2025

  Hi there,
  
  Thank you for voicing your concerns.  I sincerely apologize for the delay you've experienced.  We've received an influx in volume with the launch of our new program, and have fallen short of meeting expectations. 
  
  I have responded through ticket 1697292.  If you have any further questions or concerns, please respond through there. 

  Customer Answer

  Date: 07/09/2025

  I have reviewed the business response and accept this resolution. 

• Initial Complaint

  Date:06/09/2025

  Type:Billing Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I have used the service for a few years. making a purchase was automatically debited to my bank on the same day until recently. I made three separate purchases over the course of a few days and the amounts did not automatically debit from my bank. the company withheld the purchases, attempted to debit my account all at the same time and then attached a 15 dollar fee for each charge on my account. I have contacted the company several times explaining that i want to settle my balance but i cannot afford the additional fees being charged from them. I have not received any communication at all from this company. I do not want them to have permission to withdraw any amount from my bank going foward. I wasnt to pay my balance and move on from this company.

  Business Response

  Date: 06/26/2025

  Hi there, 
  
  Thank you for voicing your concerns.  I sincerely apologize for the delay you've experienced.  We've received an influx in volume with the launch of our new program, and have fallen short of meeting expectations.  
  
  I have responded through ticket 1670015.  If you have any further questions or concerns, please respond through there.  

• Initial Complaint

  Date:06/05/2025

  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.

  I have had a gasbuddy card since approximately 2017. My card expired several months ago, and I requested a replacement card approx. February 27th. I received emails asking me to verify my address, and I updated and made sure all of the information was correct. Then they wanted me to re-verify my bank account, which I did. Since that time over 110 days ago, more than a quarter of a year, I have made numerous additional requests through the app and via email for the status of the replacement card to no avail. I have also repeatedly asked for a human to respond instead of the ** Bots and "Fuely" because I get no results for a replacement card. They repeatedly send me surveys on how my customer service experience was in resolving my problem, and I have sent back dozens of responses that I still have not received my card and the problem was NOT resolved. I have about 20 or more email responses telling me how busy they are, and that I need to wait another 7 to 10 days for a replacement card. However, how many 7 to ************************************************* a 110-day period of time, a whole quarter of a year, and I still have not received my replacement card, and they still have not sent me the *** or CEO Contact information I have requested so that I can mail them a written complaint with copies of the dozens of email exchanges and surveys. They have sent me alleged service tickets that they are looking into it, but I never get a response back. Not one of these requests for service, replacement card or contact info for the CEO or *** have been acknowledged, only additional surveys asking me to rate their customer service. This started out as just a simple card replacement request back in February and has turned into a completely frustrating nightmare. Are there even any humans working at gasbuddy that have an ounce of concern for a customers dozens of requests for a replacement card?

  Customer Answer

  Date: 06/23/2025

  Checking to see if there has been any response at all. They have sent me more surveys to ask hot good the handled my issue, but not one contact regarding their failure to send my replacement card since February 

  Business Response

  Date: 06/26/2025

  Dear ******, 
  
  I am extremely sorry for the delay you have experienced in getting to your complaint here, and in response to your tickets that you have submitted.  I will be responding to you through ticket ******* to confirm your mailing 

  We have experienced a significant increase in volume from the rollout of our new program.  I see that you have reached out a number of times, and I apologize that we left you hanging.