Carraher Enterprises, Inc.

Response to Revdex.com Complaint #***
The vast majority of gas stations are owned and operated by independent business people who are free to set the prices of fuel and other products and servicesMost states have laws governing the display of motor fuel prices on signs and
dispensers at gas stations, including requirements applicable to multi-tiered pricing such as discounts for the use of cash or a Chevron CardIt is the responsibility of Chevron- and Texaco-branded marketers and retailers to investigate and comply with all applicable legal requirements. We do not track how many elect to offer multi-tiered pricingWe expect that those branded marketers and retailers who offer multi-tiered pricing do so in a way that does not confuse consumers, complies with all applicable laws, and uses the appropriate Chevron-approved signage based on the laws in that state and other requirements

Revdex.com,
Consumer Complaint ***
Thank you for your patience while the station investigated the concern. Please see their response provided below
Sincerely,
*** ***
Consumer Connection Center Specialist
Chevron Products Company, a division of Chevron U.S.A Inc
Station’s
Response:
This issue has been reviewed with the manager and the employee in question, and the employee will be contacting the customer directly She will issue an apology and give the customer $Chevron gift card
Thanks,
*** ***
COCO Business Consultant, 12H

Initial Business Response /* (1000, 12, 2016/02/01) */
Dear Ms*** ***,
Thank you for contacting Chevron regarding your recent visit experience in one of our service stationsIt is very difficult to be knowledgeable of all events at all stations, however, customers such as you enable us
to take corrective action and make necessary improvements to the station's operation
Kindly provide us the following information for proper documentation and escalation of your feedback
Requested Information:
- Station ID#
- Complete service station address
To help you identify the facility involved, please refer to the Station Finder link provided below:
http://www.chevronwithtechron.com/findastation.aspx
http://www.texaco.com/find-station.aspx
Please respond back to the Consumer Connection Center team at the following email address: ***@chevron.comPlease do not forget to include the assigned case number in your e-mail communication for easy reference; we will be in contact with you again upon receipt of the station profile
We sincerely value you as a customer and hope this incident will not keep you from patronizing stations in our retail network in the future
Sincerely,
Consumer Connection Center Specialist
Chevron Products Company, a division of Chevron U.S.A Inc
Initial Consumer Rebuttal /* (3000, 14, 2016/02/02) */
Good morning,
Thank you for you quick responseAs requested, the station ID and address are below:
Station #: Chevron Station #XXXXX
Address: *** *** *** Road, ***, ** XXXXX-XXXX
Thank you again,
***
*** D***
Final Business Response /* (4000, 19, 2016/02/29) */
A response was sent to the customer directly regarding the concern about the missing phoneThe station had already addressed the issue with the customer before the Revdex.com was contactedWe forwarded the Revdex.com claim to the station and asked them to respond in days to which we never received a responseThe customer was also advised that the station was independently owned and that it was the retailer's responsibility to resolve any issues occurring on their propertyThe customer was advised after days that we had not gotten a response from the station and we recommend that you contact the retailer directly or pursue through alternate channelsPlease see the attached emails in letter form that were sent to the customer
Final Consumer Response /* (3000, 21, 2016/03/01) */
The business did not send me a responseHowever, I have been informed by my attorney to file a warrant at the police station against the employee because the phone was stolen

Initial Business Response /* (1000, 5, 2015/11/23) */
Dear Ms***,
Thank you for taking the time to contact Chevron regarding the pre-authorization amount placed on your daughter's bank account after a fuel purchase
When a credit and/or debit card is swiped at the pump, Chevron and
the card brand sends the user's card issuer (the bank) a request to pre-authorize a fuel purchase for a set amountFor Visa this is $This practice is set up to enable petroleum retailers to provide a sufficient amount of fuel to customersChevron chose to set the limit at $in order to accommodate the fueling of vehicles with larger capacity fuel tanksAlthough many cars do not hold that much fuel, some vehicles do
Once this pre-authorization is approved, the customer is able to pump the fuel for their vehicleImmediately after the transaction is done, the actual final purchase amount is transmitted back to the customer's card issuer and the original authorization hold should be removed from their accountChevron has entered into a program with Visa called Real Time ClearingThis "real time" process allows the actual purchase amount to be transmitted in "real time" and this process would be virtually invisible to the customer in most cases
However, in some cases, banking institutions *** hold this pre-authorization amount until they receive the notification of the final purchase amount or beyondIn the case of Visa transactions, card issuers are required to remove their hold immediately upon receipt of the final transaction amount or within two hours, whichever comes firstIf a bank or credit union is not in compliance with Visa's Real Time Clearing process, this hold's release will take longer because their computer system has not processed the final purchase amount transmission that is sent by VisaTheir system *** not remove this hold for up to hours, so you *** discuss the matter with your bank to learn why the holds are lasting so longMany banks print their customer service phone numbers on the back of their cards
Here is a link to a Visa explanation about this process (http://usa.visa.com/contact/index.jsp) which says that "When you pay at the pump, some card issuers place a "hold" on their cardholders' funds in anticipation of the final transaction amount, to help ensure their cardholders' accounts do not become overdrawnGas merchants do not place holds."
We apologize if this process caused you an inconvenienceThank you again for your feedback and for giving us the opportunity to respond to your concerns
Sincerely,
Consumer Connection Center Specialist
Chevron Products Company, a division of Chevron U.S.A Inc

Initial Business Response /* (1000, 17, 2016/02/29) */
For this case, we also managed the notice directly with the retailer and this consumer also contacted us directly outside of also contacting the Revdex.com so we managed it internally as well. We presented all concerns to the retailer and at this...

time are unsure if it is resolved as the retailer has not responded.
Initial Consumer Rebuttal /* (3000, 19, 2016/03/01) */
(The consumer indicated he/she DID NOT accept the response from the business.)
The retailer never contacted me. I sincerely doubt they will, it was apparent at the time we originally contacted them about the problem they did not care about the us timer. Unfortunately this reflects on Chevron's name as no one knows the who the retailer is, and Chevron has lost all of our business since the incident.

Response to Revdex.com Complaint # [redacted].
The Consumer Connection Center received this consumer feedback on June 14, 2017 and we are working on this case. This station operates independently and we are going to forward the concerns to the station retailer representative. We will be in contact with the...

customer for an update.

Initial Business Response /* (1000, 11, 2015/08/10) */
August 10, 2015
Revdex.com CASE#: XXXXXXXX
Dear Ms. [redacted],
Thank you for taking the time to contact us regarding your local retailer located in Portland, OR. The company is always actively working to improve service levels and...

your feedback is invaluable.
By law, anybody purchasing tobacco or alcohol should have a valid ID they can present when asked. If customers appear under 30, the employee is instructed to ask for identification (ID). To make sure this is strictly implemented a mystery shopper is sent to the station to check if the station is complying. If an employee is caught selling without asking for an ID, for the first offense, the employee will be suspended for 3 days. If the same employee is caught for a second offense, he will be terminated and a 5 day suspension for the manager will be given. If the station is again caught selling the products without asking for ID, but there is a different employee, then the manager will also be suspended. For stations owned by Chevron, there are stickers everywhere informing the public of the ID policy.
There are state laws (i.e. California and Oregon) that prohibit selling of tobacco and alcohol to minors (under the age of 18). If a business owner is caught selling tobacco and alcohol to minors, they will be fined up to $1,000 and sentenced to no more than 6 months imprisonment.
Another, reason why a station employee [redacted] ask for ID, even if it is very evident that the person buying is 30 years old or older, is because of a suspected 3rd party selling. This happens when a younger person (minor) asks an older person to buy him tobacco or alcohol.
Some stations [redacted] get some information from the card but rest assured that the only information they record is the date of birth. Some stations have computer system that prompts for this information. When the attendant enters the date from the identification, the computer calculates the age automatically. This prevents the attendant from having to figure the information out in error.
Thank you for taking the time to contact Chevron regarding this policy. We apologize that we cannot be of additional assistance.
Sincerely,
[redacted]
Consumer Connection Center Specialist
Chevron Products Company, a division of Chevron U.S.A Inc.

Revdex.com:I have reviewed the response made by the business in reference to complaint ID [redacted], and find that this resolution is satisfactory to me. Sincerely, [redacted]

From:[redacted] Sent: Thursday, April 21, 2016 8:44 AMTo: [redacted]Subject: Complaint ID [redacted]
 
Regarding complaint # [redacted] from [redacted] about a Chevron Station located in [redacted] California, Chevron has made restitution and the...

issue has been resolved to my satisfaction. Please contact me if you have any further questions.
 
[redacted]

Initial Business Response /* (1000, 5, 2015/08/17) */
In order to address this consumer's concern, we needed to identify which service station she is referring to. We left her a voicemail message on 8/5 and 8/10 and sent an email on 8/13 but have gotten no response to date providing us the...

additional station details. 96% of our retail stations are independently owned, and until we know the station, we cannot begin to get the concern to the proper individuals. We are [redacted] to proceed with having these concerns addressed if we get this information, however, at this time we have closed our case.
Initial Consumer Rebuttal /* (3000, 7, 2015/08/21) */
(The consumer indicated he/she DID NOT accept the response from the business.)
The address was provided in the initial report. Here it is again.
Chevron
XXXX XXXth Ave SW
[redacted]
Final Business Response /* (1000, 11, 2015/09/25) */
Thank you for taking the time to contact us regarding visits to your local Chevron retailer located at XXXX XXXth [redacted].
Chevron is committed to providing safe practices and excellent service to all our customers and when this is not afforded we are very disappointed.
We would like to explain that an independent Chevron retailer doing business as Little Rock Grocery owns this station. As the property owner, the independent Retailer is responsible for resolving any issue occurring on the station's premises. We have forwarded the consumer's comments to the station retailer who stated that they would contact the customer to discuss her concerns.
Thank you again for bringing these concerns to our attention so that we can inform the proper independent station personnel.
Consumer Connection Center
Chevron Products Company, a division of Chevron U.S.A Inc.

Initial Business Response /* (1000, 5, 2015/12/21) */
Dear Mr. [redacted],
Thank you for contacting Chevron regarding your recent visit experience in one of our service stations. It is very difficult to be knowledgeable of all events at all stations, however, customers such as you enable us to...

take corrective action and make necessary improvements to the station's operation.
Kindly provide us the following information for proper documentation and escalation of your feedback.
Requested Information:
- Station ID#
- Complete service station address
To help you identify the facility involved, please refer to the Station Finder link provided below:
http://www.chevronwithtechron.com/findastation.aspx
http://www.texaco.com/find-station.aspx
Please respond back to the Consumer Connection Center team at the following email address: [redacted]@chevron.com. Please do not forget to include the assigned case number in your e-mail communication for easy reference; we will be in contact with you again upon receipt of the station profile.
We sincerely value you as a customer and hope this incident will not keep you from patronizing stations in our retail network in the future.
Sincerely,
Consumer Connection Center Specialist
Chevron Products Company, a division of Chevron U.S.A Inc.