Circle K Great Lakes Division

We have contacted the customer directly and we are working with her to resolve the claimthank you, Larry V

Initial Business Response / [redacted] (1000, 6, 2015/07/01) */ Our investigation into the customer's complaint found that there was: -no water in our premium tank -no indication of fuel contamination -no cross drop We had no other customer complaints and sold gallons of premium fuel the same dayIf there was an issue with the premium tank, we would have other customer complaintsOur underground gauge system indicated there was an adequate inventory of fuel (low fuel can cause contamination) and no water in the tankWe also did not receive a delivery of premium fuel on the customer's purchase date Initial Consumer Rebuttal / [redacted] (4200, 13, 2015/07/16) */ ***Document Attached [redacted] 7/15/- The business has still not respondedPlease re-open this case and update this file to reflect thatPlease see attachedThank you

Initial Business Response /* (1000, 5, 2015/06/24) */
Contact Name and Title: John B***
Contact Phone: 330-630-6300, ***
Contact Email: ***
We would be glad to contact Discover to see if there is something we can do to expedite the release of this $holdMost holds
placed by card providers are released in 24-hoursRarely (couple times a year), the credit card network that manages credit card transactions has a glitch and we have to send a letter or email to the credit card provider, such as Discover, to inform them that the customer has paid us in fullWe will just need the following:
Name of the Discover account manager or department
and their email address of fax numberWe will also need the last digits of the credit card and the name on the cardThank you
Initial Consumer Rebuttal /* (3000, 7, 2015/06/26) */
(The consumer indicated he/she DID NOT accept the response from the business.)
This is not an admittance of faultFirst he says its a hold, then he says its the card company's faultA $hold is excessive and unnecessaryI had to borrow money to buy food for my baby because that hold put my credit card over the limitThis is unnacceptableIts also been on my account daysI should not have to contact Discover a third time to obtain an account managers name and contact Circle K a second time to give them my numberFurthermore I do have my receipt showing the $If this is not taken care of I will be contacting my local news to expose these business practices and help put an end to them
Final Business Response /* (4000, 9, 2015/07/07) */
***'s Discover card transaction was approved by the credit card network when she swiped her card at the terminalThe credit card network is operated by Paymentech, which is owned by ChaseCircle K sent the completed transaction information back to Paymentech, like normal, on the same day as Virgina's purchase, June 23, We have no knowledge or information regarding the credit capture/hold that *** is concerned with, as we have no access to her Discover account, nor can weAs a consumer, I am aware that some card providers place a credit capture/hold when I use their card to purchase gas and some do notMy experience is that they fall off in 24-hours; however, I do not have a Discover card and I am not familiar with how quickly they release themAgain, if there is someone at Discover I can work with to solve this problem, I would be happy to soIt is possible that this was released back on June or 25?
Final Consumer Response /* (4200, 11, 2015/07/13) */
(The consumer indicated he/she DID NOT accept the response from the business.)
I believe Circle K has total knowledge of what Paymentech is doing as well as possibly receiving benefit from itIt took almost weeks for that hold to drop off my cardI have used my Discover card many times at the pump at other gas stations and this has never happenedI will no longer be using that or any card at CircleK and I will be telling everyone I possibly can to also be aware of thisI have spoken to Discover who claims it is CircleK's respinsibilityAll I know is I did not have access to my account during this time because it put it over the limitThis is unnaceptable

Initial Business Response /* (1000, 6, 2015/07/01) */
Our investigation into the customer's complaint found that there was:
-no water in our premium tank
-no indication of fuel contamination
-no cross drop
We had no other customer complaints and sold 490 gallons of premium fuel the same...

day. If there was an issue with the premium tank, we would have other customer complaints. Our underground gauge system indicated there was an adequate inventory of fuel (low fuel can cause contamination) and no water in the tank. We also did not receive a delivery of premium fuel on the customer's purchase date.
Initial Consumer Rebuttal /* (4200, 13, 2015/07/16) */
[redacted]Document Attached[redacted]
7/15/2015 - The business has still not responded. Please re-open this case and update this file to reflect that. Please see attached. Thank you.

Initial Business Response /* (1000, 5, 2015/10/26) */
Our store sold 1,719 gallons of unleaded fuel the same day with no other complaints. Our underground gauge system did not have any water or low levels of fuel (both can be damaging to customer vehicles. Fuel delivery on the same date was not...

near customer's purchase (fuel deliveries can be damaging if the tanks are low and customers purchase near delivery time) There also has not been any work done on the tanks lately that would indicate an issue.
Initial Consumer Rebuttal /* (3000, 7, 2015/10/27) */
(The consumer indicated he/she DID NOT accept the response from the business.)
I'm curious as to what time they did get a fuel shipment on this day. When I went in to refuel my vehicle, I had under 1/4 tank according to my fuel gauge, approximately 1/8th. I purchased $30.00 worth of fuel which put it between 3/4 and full. Had I had water in my fuel tank to the degree that was in the tank the following day, it stands to reason that I would have started having issues prior to filling up since water is heavier than gas and I was so low, not to mention the fuel pump in vehicles picks up from the bottom of the tank. According to my research, I have read that for water to completely separate from fuel it typically takes overnight. When I left the station I went straight home, 1 mile, and didn't drive again until the next morning. The fuel in the lines would have still been fine although I do not know how far I would have been able to drive before the fuel pump would have started picking up the water. I only work 8 miles from home and average about 20 miles per gallon so a little less than 1/2 gallon would have been used. I almost exclusively get gas at this station because it is on my route home. Maybe there wasn't much water in their tanks but it only stands to reason that if I got water in mine, it had to come from this refuel. There is no way they can absolutely say that I didn't get the water from them. If their tanks were low when I filled up then getting water from them was possible according to their response. If they had filled their tanks earlier then it is possible that any water in their tanks had not settled to the bottom since as noted earlier, it would take overnight to settle in a vehicle tank and perhaps longer in tanks of the size they use. That being the case, even a small amount of water, enough to damage a vehicle, could be mixed anywhere in the total mix. The dealership has documented evidence of the presence of water including pictures of the water/fuel removed from the tank.
Final Business Response /* (4000, 12, 2015/11/10) */
Our fuel delivery was at 9:48 PM. The customer said they purchased at 1:30 PM. Our underground gauge system which constantly monitors for low levels or water showed no water. The store manually stick tests the tanks and found no trace of any water.

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID [redacted], and find that this resolution is still in progress and under investigation by circle K. I still have not been told if I will be refunded or not.

We have contacted the customer directly and we are working with her to resolve the claim. thank you, Larry V