ComplaintsforCircle K Texas Division

• Initial Complaint

  04/24/2024

  Complaint Type:

  Customer Service Issues

  Status:

  Answered

  More info

  This company along with all other gas and oil company have the same problem. The problem is if you go with a car which only can take 12 Gallon if it is completely empty tank according to the facts by the vehicle's given information, the car will take around 14 Gallon of gas to fill, that is more than two gallons of gas being stolen by them as your car didn't drive there with completely empty tank. Also when you buying tobacco they have deals with tobacco companies to collect phone number from screen and give you discount and points, but their employees will not let us use our phone number as they want to collect our points and the system will require them to enter that so many times because they using it repeatedly and we have to wait couple of minutes and some customers getting passed of staying in line for too long and the employees stoled something belong to paying customers and they are being super rude about that.

  Business response

  04/24/2024

  Good afternoon **************,

  We appreciate you contacting us regarding the experience you received at our stores. If you would be so kind as to provide us with the location so we can drill down the issues, we would appreciate it. We would like to look into the different complaints you brought to light. 
  

  Thank you for your time and we appreciate you as a valued customer.

  ********************** BU Customer Service

  Customer response

  04/24/2024

  Complaint: 21616395
  
  I am rejecting this response because:

  Any of the Circle K locations I've ever visited has this fuel problem. (I understand you are not responsible for all gas stations or other companies where they are using this fraud method to run their fraud on people, but at least you are responsible for your own locations.) This issue has been logged and experienced by me and others in every location and company. There was one location where they did not have this issue, and after they sold it, the new management implemented the same method, and they got the same issue. This is an absolute outraged fraud act, and it is a known fact and experience of fraud by many. 
  I have been a Circle K customer since the day they turned another company into Valero and Circle K, and it looks like when we do not complain to get it fixed, you will add a new problem to your business to defraud people. Can you repay all the overcharges from me you ever had? Or is it just your job to reply back and get rid of the complaint? And if you did, then what about all the other people for whom your fake method defrauded them? This one stays on BBB, and it's a starting point on this issue. 

  Thanks, BBB. Please also take a copy of this fraud information for BBB's information. Thanks again, BBB. 

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

  Business response

  04/25/2024

  Thank you again **************,

  Your comment has been elevated to our Fuel Director and global fuel team for his review of your concern. He will be advising us of his detailed response to your concerns. Our company exercises ethical business practices and is alarmed to receive such comments. 

  We will be reaching out to you soon.

  Thank you again,

  Texas BU Customer Service

   

   

   

  Customer response

  04/25/2024

  Complaint: 21616395
  
  I am rejecting this response because:

  Business now says they will reach soon and did not respond with fix. 

  In the sametime I am adding some information here for the Great BBB and their own knowledge: 

  For the last 24 years your and other oil companies started doing this and for the last ********************************************** U.S, you just turned back to normal scince yesterday which your company and other companies do that when there is an GOV inspection and change it back after they are gone.

  And when it comes to people whom you defraud with this method, most of them already are aware of it, but I do see a need to involve other agencies which will be more than happy to run sudden tests catching this fraud and taking everything you have away from you so you can not do this anymore because most of the things you have bought by running these fraudulent practices.

  Why can't you be normal? Your response is because almost every one of my bills doing the same? Then you need to report them here, make a police report and take them to court and ask them for way more money than they stoled from you so they can't do that anymore.

   

  Again Thanks BBB
  
  Regards,
  
  *******************

  Business response

  05/06/2024

  thank you again for your concerns.

  We received expert information regarding the fuel difference. Our expert team responded to your concerns, saying;

  Its something done on purpose by the car manufacturers as a safety feature.  There is always a 1-2 gallon difference between the stated capacity of the gas tank in the Owners Manual and the Actual Liquid Capacity of the tank.  They dont want people to overfill their tanks for several mechanical and safety reasons.  Drivers should stop the flow of fuel when the nozzle clicks off.  If they continue to fill, they will fill up the last 5% of the tank which should be left open for expansion. They will also fill the tube that goes from the tank up to where your gas cap is, which can hold a gallon by itself. 
  

  We thank you again for being a valued customer
  

   

   

  Customer response

  05/06/2024

  Complaint: 21616395
  
  I am rejecting this response because:
  I always fill up all the way waiting minute and fill again until fully filled up, it seems like it got fixed the day after I complained then it went back again, always fills up with $3 to $6 difference, this is something that experienced by many educated people like engineers and they are saying the same. 

  Also the rumor has that they will be notified when inspection will be and during that 2 or 3 days we get to save $3 to $8 dollars at least. 

  This is a known and ongoing operation and empects me and milions of people everyday as it seems that this happens nationwide and in all companies, I also got some comments from your and other employees that 'they doing this, we only work here and we got kids to feed, please don't think I am doing this'.

  Finally I don't see anything getting resolved and that is the reason I have to respond with 'not resolved. 

  Thanks 

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

• Initial Complaint

  03/27/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  SEVERE issue with your "EASY !" Pay system Phone ************ last 4 of card number 3396 Store Number one:Location:Circle K, ******************************************************************** Issue with Easy pay here, is that the Easy Pay card is not being read properly, this is a full-stop system issue, not an operator error, went inside (Not EASY) as instructed to the cashier she stated "We've had this issue with Easy pay for months" this is the second time this happened, different pump, called customer service he stated "next time this happens to call us at the station" I did that and wasted my time, because nothing was done that could not have been done at home SECOND:Circle K, ******************************************************************************* This station had "Invalid Member ID" inserted the card 3 times, entered the ***** three times then got "invalid Member ID" for the third time, but got the discounted rate This is very upsetting, this program is NOT EASY, as its supposed to be and being disabled with mobility issues, walking around like a dope, is not the right thing to do..Would appreciate someone from your technical department to each of these stations mentioned and find where the error is and resolve it

  Business response

  03/27/2024

  Hi ******************,

  We appreciate you reaching out to us regarding the Easy Pay App. We have escalated this to our district manager in ****** to have a service ticket opened to take care of this issue. We appreciate you as a valued customer and will get this resolved. 

  Thank you again for informing us of this issue.
  

  Circle K Texas BU

• Initial Complaint

  02/05/2024

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  Pumped gas at a location in North *******, gas did not come out and my card as caved $25.00. Complained to the store manager by the name of *******. He was rude, argumentative, and didnt help assist with refunding my money for services I paid for that were not given

  Business response

  02/06/2024

  Good morning ****************,

  We received your comments you submitted last week. We were informed that the District Manager was going to reach out to you to resolve this issue. Please let us know if you have any questions or if this doesn't get resolved to your satisfaction. We will escalate it to the Regional Manager. 

   

  Thank you for reaching out to our **************** Portal.

  ********************** BU ****************

• Initial Complaint

  01/12/2024

  Complaint Type:

  Billing Issues

  Status:

  Resolved

  More info

  My debit card was skimmed at ********* Texas store location and within hours I received a alert from my bank that someone is trying to pay a phone bill with my debit card I called that store and that store clerk is being a jerk and didnt want check the debit card machines and was rude to me over the phone I called around **** pm on January 10th and I need for this company check the machine and make sure they are not skimmed because I received alert from my bank I had to pay $30 replacement fee to get a new card sent to my address ******** station is located Lancaster Texas

  Business response

  01/15/2024

  Dear *******,

  We appreciate you getting with us regarding this issue. We have sent the district manager your comments and concerns regarding the possibility of skimmers. We will have our district manager reach out to you to resolve this issue. We appreciate you as a valued customer and please let us know if it isn't resolved to your satisfaction.

  Texas BU Customer Service

   

   

  Customer response

  01/15/2024

  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.
  We did cancel the credit card 
  Regards,
  
  ******************

• Initial Complaint

  10/30/2023

  Complaint Type:

  Customer Service Issues

  Status:

  Unresolved

  More info

  Im banned from the store. I have never had an issue here before today. For the last few weeks, Mrs. * and **** have been commenting about my daughters shorts/clothes. Mrs. * said no wonder creepy old men look. Honestly, it is the creepy old ladies she needs to watch out for. Which quite frankly is none of their business. Today my girls go in with my husband to get drinks, PLACE their drinks on the counter then go to the car as we always tell register ppl how many pops we have. Then Mrs. ******* next time you have to pay for it. In which my husband was still at the counter. Then I walk the girls with the cups back in and stand in line. Only to be told at the register it was my daughters mouth. I said whatever I wanted to pay. She said Im refusing your service. I said fine Im standing here until you do. She started taking people behind me, so I left and said I would be talking to the store manager. She snootily said go ahead to which I then flipped her off. Walking out the door. She yells NO F*** YOU, YOU *UMB F****** BITCH! I have NEVER dealt with this type of craziness in my life!

  Business response

  10/30/2023

  Thank you for contacting us **************,

  We have sent your comments to the regional director along with the market manager to address with you and the store employees. We see you had already commented on our website and I added this comment to the existing one you sent.
  

  I will follow up with you after we hear from the store.
  

  Thank you again and we appreciate you as a customer. 

  Texas BU Customer Service
  

  Customer response

  10/30/2023

  Complaint: 20795871
  
  I am rejecting this response because: I will accept this response once I get contacted. I do not want another mom/customer to be verbally assaulted due to what clothing a minor wears. 
  
  Regards,
  
  ***********************

• Initial Complaint

  05/22/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  The Circle K on us77 at ********** advertises on a large sign a alternating price for gasoline and a lower price of 10 cents per gallon if you use a Circle K easy pay debt card.My easy pay debt card has never worked at this location, I have contacted Circle K directly and the local employees,they all say they are working on the problem,it's now been several months and not fixed.I consider the message on the sign to be false advertising since the card readers will not accept the easy pay card in order to obtain the advertised price discount.

  Business response

  05/22/2023

  We appreciate **************** contacting us. We have sent this to the store and market manager to reach out to the customer and resolve the easy pay issue with him. We are having a fuel event on Thursday, May 25 that will save him extra off from 3pm-7pm. Thank you again for reaching out to us. Circle K ****************

• Initial Complaint

  05/08/2023

  Complaint Type:

  Customer Service Issues

  Status:

  Answered

  More info

  Your cameras do not work inside the Circle K store. On April 17, 2023 around 4:45 PM, I was HARRASSED by a drunk white male that tried to hug me. I told him to not touch me and asked the employee to get the manager and call the police. The employee was a black obese female who did not speak English and she let him stay there and serve him instead of kicking him out. He called me the *** word and racist names since I am an Asian female. The employee did NOTHING. I asked her why she didn't get the manager? She said she thought we were "playing." I told her NO, he tried to hit me and I ran behind the counter. I called the police. They wanted to issue him a citation if they had the license plate number. NONE of your cameras were working except behind the counter where I ran. NONE of your cameras could read the license plate number so the police could not do anything. The black female employee should be fired! I asked her for help 3 times to get the manager and she just stood there laughing. I came to that Circle K once and week and will not anymore. NOBODY did anything to stop this and none of your cameras work so the cops could issue a citation. He got away with it. Employees are useless.

  Business response

  05/19/2023

  We have addressed this with the customer since she contacted us directly. I believe it has been resolved per the market manager. Here was his conversation with the customer:
   
  I made contact with ***** yesterday.  She wanted to verbally address everything in the email again.  I talked with my manager at that location and we have addressed this with the employees involved.  
   
  The employee on duty has a language barrier and English is not her first language.  ********** did visit the store and our cameras are working.  The incident happened in a blind spot in the store and they were not able to see what happened.  
   
  ***** thanked me for hearing her out.
   
  Thanks,
   
  *******
  

  
  

  Customer response

  05/19/2023

  Complaint: 20023876
  
  I am rejecting this response because:
  Nobody from the company apologized for my bad experience. Yes, I did speak to the ******* on the phone, (I am not sure what his title is, but the store manager called him the marketing director when I tried to call back to the store last time. Yes, I did thank him for speaking to me as I thank everyone for their time; even if I had a bad experience with them (for example the VA hospital is rude to veterans but I always thank them anyways) because I am a polite person. He told me he would mail me a $25 gift card. I will change the result of my response to "resolve" once I receive it. I will not give a "resolve" response until I receive it.  Thank you.
  Regards,
  
  ****************

  Business response

  05/22/2023

  We reached out to the market manager *************************** for his response. We will reach out to **************** again and verify that he was sending a gift card to Ms. ****** We apologize for any inconvenience that Ms. ***** experienced in our store. 

  **************** responded:

  Subject: RE: ********:Contact form - A Circle K Store [ ref:_00D58H6PR._5004KVuGA1:ref ]
  
  I made contact with ***** yesterday.  She wanted to verbally address everything in the email again.  I talked with my manager at that location and we have addressed this with the employees involved. 
  
  The employee on duty has a language barrier and English is not her first language.  ********** did visit the store and our cameras are working.  The incident happened in a blind spot in the store and they were not able to see what happened. 
  
  ***** thanked me for hearing her out.
  
  Thanks,
  
  *******
  

  Customer response

  05/22/2023

  Complaint: 20023876
  
  I am rejecting this response because: Nobody from the company apologized to me. I wanted to speak to someone from corporate but instead, I got ******* whom the store manager told me was the marketing director. Plus, I was told that the $25 gift card would be mailed to me. I haven't received it yet but I will notify the BBB and change my response once I get the gift card as told would be mailed by ******* when I spoke to him on the phone. Thank you.
  
  Regards,
  
  ****************

• Initial Complaint

  02/28/2023

  Complaint Type:

  Billing Issues

  Status:

  Resolved

  More info

  2/26/23 @ 4:21.27 pm. Order # ******. Circle K ******* **** **************** ********, ** *****, register # 2, *******, *****. I was charged $8.99 for beverage subscription. Sign outside says $5.99. I only entered my phone # because I believed I was registered in town where I live. I was passing through going to San ***** Cemetary. I needed to get in the car to head there, plus homeless man was by my card. Cashier didn't give receipt. I asked for receipt because I was confused as to why I was charged so much. I called store @ 4:50 pm. Was told manger would be in shortly & would call back (name & # provided). No return call. I called 2nd time @ 5:34pm. Spoke to asst ******** She said store manager ********* would be in 4am today & would call me back. I called 3rd time @ 8:44am. Manager didn't identify herself & was abrupt. Said she hadn't looked it over. She called me back @ 9:16 am & hung up on me. I called her back @ 9:18am. She told me she is authorized by her manger to give ********** should return to store so my card may be swiped. I explained I don't live in the area & asked if she could please return to my card without me being present or mail a gift card. She cut me off and said no. I said please, there must be another solution as it would cost me more in gas to return to the area. She told me to figure it out but she would ask her ******** I told her to please do so and in the meantime I would contact BBB to help resolve the issue. I really hope the phone calls were on a recorded line so you can see how I was spoken to by the manger. Please, there must be a solution. Also, sign outside that very store says subscription is $5.99

  Business response

  03/17/2023

  Good morning,

  We are in receipt of the information and have sent the communication to the market manager to address with the store and to contact the customer. We have signage at the store for the ********** ONLINE subscription cost of **** while if signing up at the store, it is ****. The *** should have been more informed to discuss this with the customer.

  Unfortunately, due to the cost increases we are experiencing in the world today, our subscription prices are increasing on Monday, March 20, 2023. We apologize for any inconvenience, and the market manager will be contacting the customer within 24 hours.  Thank you for reaching out to Circle K. 

  Customer response

  03/30/2023

  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

  02/08/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  Tuesday, January 31, 2023, I purchased fuel at Circle K at ***************************************************. I filled up for $40 on Pump 1. I was going out of town Saturday, February 4th to attend my uncle's funeral. Friday, February 3rd, I went back to the same Circle K to refill my car, so I did not have to put gas Saturday morning. I purchased $25 on Pump 2 but my car only took $15.16 to fill it back up. My father and I were traveling to ********* when my car stopped. We were stuck on the highway for 2 hours waiting on a tow truck. The tow cost $140. We finally get it towed to the ********** dealership and it was determined that my car was contaminated with bad fuel possible water in the fuel. Due to the contaminated fuel, my car has significant damage. It damaged my spark plugs, my fuel tank, and my fuel injectors need to be replaced. My father and I made several attempts to call the corporate office every 30 minutes since Monday morning and its always the same thing "customer relations is not available at this time". We tried going to the store manager first but he did not want to be involved. I have uploaded the following receipts from the gas purchases and the tow. I also uploaded the reports from the dealership with the description of the findings and the pictures of the damage done to the spark plugs.

  Business response

  02/08/2023

  We are in receipt of ****************** comments. We had our manager of the fuel team quality control department pull data from the tanks at the location in question. Their research is "There is no water in any of the tanks, and has not been for at least 30 days.  The tank control is perfectly in line, and shows no indication of any cross drop that would cause problems.  I have received no other complaints for this location".

   

  We have due diligence opened up a claim for them to investigate and come to a resolution for the customer. 

   

  Customer response

  02/15/2023

  Complaint: 19349161
  
  I am rejecting this response because:

  Good afternoon,  Attached in this email is a picture of the gas. The jar on the left is what gas is supposed to look like and the jar on the right is what they pulled from my car. I have that sample with me.  Also is the technician paperwork I need to replace my engine block which is the motor
  
  Regards,
  
  *************************

  Business response

  02/16/2023

  Thank you for reaching out to us with your comments. Our claims department has documentation of the incident and is sending ****************** communications to the resolution of this matter. We appreciate you being a valued customer. We hope this will resolve your issue with Circle K.

• Initial Complaint

  01/30/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  On 01/18/2023 at ****hrs, I went to the Circle K located just across ****** Airport (*********************** service road, ******, ** Store #*******). I put gas and prepaid a car wash, prompted to get into the car wash following all instructions but as it began throwing water and soap, the car wash malfunctioned and one of the wheel cleaner arms stuck into my car, causing damages to the front bumper. ***************** was contacted but declined to dispatch a unit since it was not involving hurt passengers or other vehicles. I returned the same day at ****hrs and spoke to store manager "*****". He took pictures of my car (2022 Audi Q5) and obtained all details about the incident as well as my info. I was instructed by the store manager to wait for a call from corporate but it never happened. I need my car to get fix.

  Business response

  01/30/2023

  We have sent the customer information to the market manager, car wash manager and the regional manager for filing an incident report to go to our claims department for processing. Please let us know if you receive communication from our claims department.

   

  Customer response

  01/30/2023

  Complaint: 18941365
  
  I am rejecting this response because: it is the same information/excuse given to me by the local store manager the day of the incident with no other communication from them (going for 14 days now). 

  Please send home an insurance adjuster from your insurance for proper resolution/repair, my car is brand new with only **** miles. 
  
  Regards,
  
  *****************************

  Business response

  02/08/2023

  The claims department received the incident report from the store and we were informed that they were making contact with ********************** regarding his damage. If this hasn't occurred, please let us know immediately to escalate the incident. Texas BU Customer service

  Customer response

  02/10/2023

  Complaint: 18941365
  
  I am rejecting this response because: Contact was made by Circle K, but just to ask me the same information that was provided since the initial contact with the store manager. No other action has been taken by the company to fix my vehicle. 
  
  Regards,
  
  *****************************

  Customer response

  02/17/2023

  Complaint: 18941365
  
  I am rejecting this response because:

  Circle K has done nothing to fix my car, tomorrow will be a month since the damages to my 2022 Audi Q5 and all they have done was to asked me the same basic info that I had provided to the local manager the day of the incident. I need my vehicle to get fixed. 
  
  Regards,
  
  *****************************

  Business response

  02/22/2023

  Good morning,

  We apologize for the delay in getting your vehicle addressed. We contacted our claims department for confirmation that you are their first priority. Please keep us posted should you not receive information from them.

  Texas BU customer service
  

  Customer response

  03/17/2023

  Complaint: 18941365
  
  I am rejecting this response because:

  Good afternoon!!
  
      As expected, tomorrow will be the two month **** of the incident and no sign of payment from Circle K.
  
  
  *****************************
  

  
  

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

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