GPM Investments

After investigating this situation, the Regional Manager says that it is his understanding that the purchase of the gift card was made at our store and the sales associate failed to properly process. When the customer called the store to get the card loaded, the employee, as trained in
regards to the risk of scams, simply hung upAs per policy, all transactions must be done with the customer in the storeIf someone calls to activate a gift card or any other transaction over the phone, employees are to just hang upThere was a misunderstandingAlong with an apology, gift cards are being sent to the customer as well as her mother

I bought diesel fuel on pump 9 at roadrunner 192 on sept 14th at 8pm. I paid at pump. I filled up and I left to go to Petersburg. My truck acted up and cleared up. The next morning on the 15th. I left my hotel. Got on interstate and truck started running very badly. I got off interstate and shut truck down. I had truck checked by a local dealership there and said there was trash in fuel. I contacted the store and tried to speak to manager. She was not there. The clerk the proceeded to tell me that it wasnt they're problem and it was mine. I asked for corporate number so I could call them. The clerk gave me the number. I then proceeded to call. I called six different time and got voicemails. Left messages and no one has ever contacted me back. The fuel I bought at roadrunner #192. Has done over $ 7000.00 dollars in damages (parts and labor to fix my truck)

[A default letter is provided here which indicates your acceptance of the business's offer.  If you wish, you may update it before sending it.]  Thank you. When will the cards be mailed?
Revdex.com:
I have reviewed the offer made by the business in reference to complaint ID [redacted], and find that this resolution would be satisfactory to Thank you.  When will the cards be mailed? 
[redacted]

The District Manager met the customer at the store, apologized and reimbursed him his money.  Mr. [redacted] was satisfied with the response.

To: Revdex.com and Ms. [redacted]: The complaint below was referred to me. Our records (pasted below) show that on October 24, 2016 Ms. [redacted] purchased approximately 9 gallons of regular gasoline at one of our locations.  Because she used a gas [redacted]® card, she should have received a...

discount of 5 cents per gallon, resulting in a **¢ discount at the pump.Card Number:Date: 2016-10-24 10:29:13Amount: $**.**Item Details:Product CodeDescriptionQuantityPriceTotal Amount1REGULAR 9.119$[redacted]Due to a recent upgrade to our point of sale system it appears that the rollback feature was not working at that location and that problem was subsequently reported to our maintenance department for resolution. To the extent a store employee told Ms. [redacted] that the discount would appear on her statement and not at the pump, the store employee’s statement would have been in error and we will be re-training our employees at that location on this feature.  As for the free drink, in order to avoid having to send a gift card, our office suggested a free drink as a “make good” on the missed fas [redacted]® transaction.  Because the drink is worth more than **¢, the employee who suggested that remedy thought it was a fair compromise.  In no event would we have refused a refund. Although GPM does not have direct access to our customers’ bank accounts, the processor for fas [redacted]® does have access and we instructed them to credit back Ms. [redacted]’s account. Because the minimum credit-back the processor can process is $*.00, that is the amount that Ms. [redacted] should have already received in her account.  The credit was sent electronically on November 1 and should have posted to her account on November 2 or 3. We apologize for the errors and appreciate that it was brought to our attention. Regards, Maury B[redacted]General Counsel

Ms. [redacted], I'm in receipt of your letter sent to our Fas Mart Store #57 located in Quinton, VA regarding a customer who filed a complaint in regards to a "hold" placed on her card when she used it at our store at the pump to purchase fuel. There are two issues in regards to this...

complaint I will address: 1.) Why is there a hold? 2.) Why did she have a hold after she cancelled the transaction? First, why is there a hold? Placing a "hold" is common practice in any business where there is a "preauthorization" involved when a customer uses their debit card. In the case of fueling stations that have card readers at the pump that are used by customers for debit transactions, a "hold" amount is placed against the customer's bank account. This practice is designed to cover the cost of a fill-up. When a customer uses their card at the pump, there is no way of knowing how much fuel the customer intends to purchase as the pump it essentially turned on and requires the customer to stop at their desired amount. The hold ensures that the retailer is not out the value of its fuel if the customer does not have funds in his or her account to cover the fill-up. I have enclosed an article that was published on NACS Online (National Association of Convenience Stores). It has a great explanation of how "holds" work when a customer uses their debit card in an environment where a preauthorization is needed (pay at the pump). This article can also be found by visiting: http://www.nacsonline.com/Research/FactSheets/lndustrylssues/Pages/De...⇄ the next question is, why did the customer have a "hold" placed on her account after she cancelled the transaction? After consulting with our VP of Facilities & Construction, whose department handles all fueling pumps in the stores, for a response, the preauthorization process was initiated as soon as the customer swiped the card inside the card reader. When the customer cancelled the transaction, all this did was stop the pump from dispensing fuel. It did not stop the preauthorization process. Unfortunately, as soon as the card was swiped, the preauthorization began. Per the NACS Online article explanation, the customer should see this "hold" vanish, if it hasn't already. If this has not been resolved in the customer's bank account, we will absolutely make this right for Ms. Simmons. Of all the years we have been in business and "holds" have been a common practice, I've personally never seen a situation where this wasn't resolved in the customer's bank account within a few days if not sooner. Unfortunately, we do not have control over how long a customer's bank will keep the hold in place. Furthermore, no funds are deposited in our account as a result of the hold. The money is reserved by the customer's bank to prevent an overdraft. We only receive the funds actually spent to purchase fuel at the pump- in this case $0.00 because the purchase was made inside. If for some reason the customer's bank has not resolved this issue by now, she can make direct contact with us for a resolution. Our office phone number is: [redacted]. She can ask to speak with me, [redacted], Training & Development Manager.

Concerning [redacted] complaint case number [redacted], our review
of the matter revealed the following:1) While we have no audio of the discussion between [redacted] and
the associate [redacted], it is apparent from reviewing the video there was an
extended discussion between them at the register.2)...

Upon reviewing the matter with both [redacted] and the District
Manager they both agree with [redacted] statement that [redacted] did address [redacted]
with “broh” and that she did eventually refuse the sale. However, [redacted]
complaint implies that there was an immediate denial of the sale. Based on our
review of the video and discussion with [redacted], it appears that [redacted] did start
the sales process but eventually removed the items from the counter.3)[redacted] reasoning for eventually stopping the sale was that
she felt that [redacted] was accusing her of being racist and was therefore
disrespecting her, which made her feel uncomfortable. Upon review of [redacted]
reasoning for refusing the sale to [redacted] we felt that her actions, although
legal, were not warranted or within our policies, and she should not have
denied the sale. However, we believe the sale was denied because [redacted] felt
uncomfortable with the interaction and not due to racism. At this time, we do
not feel that the incident rose to the level of immediate termination. We did
have a documented discussion with [redacted], reviewing both proper greetings for
our customers and when it was not appropriate to refuse a sale.4) Because [redacted] was upset about the matter and we felt
that [redacted] did not handle this transactions properly (although there was no
discriminatory intent in [redacted] actions), we offered him a 100 dollar gift
card. [redacted] in turn refused the gift card.5) [redacted] complaint also states that the Manager refused
to provide the District Manager’s name. The manager did not provide the
District Manager’s name but stated that he needed to be contacted through the
corporate office instead of providing his direct number.6) GPM certainly does not condone any racial serotyping.We appreciate [redacted] bringing this matter to our attention so
that we had the ability to address his matter within our guidelines. If you
have additional questions, I can be reached at [redacted] or
[redacted].[redacted]

I visited a Fastmart convenient store today in Norton Virginia, store #414. The store was very busy, had one cashier and the manager on duty. I made my drink selections and proceeded to get in line. The line was almost to the back door. Maybe 15 or more people in line. The cashier was doing the best she could to keep the line moving but now comes the worse part : The manager of this store who's name tag read Tamera, did absolutely nothing to help. She stood on the sales floor in plain view of the customers in line and was having a conversation with someone who was holding some sort of calculator and appeared to be counting the stores inventory. After finally paying for my items I left and was resolved to never visit this store again. Horrible customer service and total disregard by the general manager of the store!

Review: I went into the valero gas station and asked to put $20 into pump #4. I gave the lady at the counter the money, and went out to pump gas. When I discovered that she had not turned the pump on, I returned to see why. She said that she had put it into pump #1. She would not give me a refund, nor would she give me the gas that I had paid for.Desired Settlement: Refund of $20.00.

Business

Response:

I received a call from [redacted]. She said she is not too sure of the circumstances behind what happened the day in question but will provide the customer a $[redacted] gift card. The gift card will be mailed to the address on file for the customer.

Review: I entered this establishment one evening and selected my items for purchase. I walked to the counter where I set my items down. "[redacted]" the customer service representative, greeted me by saying: "whats up bruh?". When I asked her why she did not simply say 'hello' the way she would have to a caucasian patron she immediately took offense and said "I don't do those things" (still unsure what exactly she meant by that). She then took out her cell phone (still at the counter, supposed to be ringing me up for my purchase, other patrons have begun walking in by this point) and showed me a picture of a young, black woman. She says, "this is my girlfriend, so I don't do that stuff". I told her that I simply wanted my items rang up so that I could leave.

It was at that point that [redacted] took my items off of the counter and refused me service. I attempted to ask her if she was serious and she ignored me and looked to service the next person in line.

When I called the next day [redacted], the same customer service rep., answered the phone. I asked if the store manager was in and she replied saying, "he in the back counting money". She told me that I could call back shortly and I did. When I got [redacted], the store manager, on the phone I asked him for the name of the district manager, to which he refused. I explained what happened to [redacted] who assured me that he would "handle" the situation and that the district manager would be calling me.

After explaining my dissatisfaction to the district manager and giving him my suggestion for how the matter should be handled (since he asked what I felt should happen), I was told that the employee would be "disciplined" and he offered me a $100 gift card to the store.

It is my understanding that the young lady is still employed there which gives rise to the belief that [redacted] must condone this type of racial stereotyping.Desired Settlement: The company handled this situation very badly. By allowing the employee to continue to work there, [redacted] as a whole entity assumes responsibility for the actions of their employee. After speaking with the district manager and corporate offices, I feel as if what happened that night should NOT be a representation of the company as a whole and therefore her employment should be terminated immediately.

Business

Response:

Concerning [redacted] complaint case number [redacted], our review

of the matter revealed the following:1) While we have no audio of the discussion between [redacted] and

the associate [redacted], it is apparent from reviewing the video there was an

extended discussion between them at the register.2) Upon reviewing the matter with both [redacted] and the District

Manager they both agree with [redacted] statement that [redacted] did address [redacted]

with “broh” and that she did eventually refuse the sale. However, [redacted]

complaint implies that there was an immediate denial of the sale. Based on our

review of the video and discussion with [redacted], it appears that [redacted] did start

the sales process but eventually removed the items from the counter.3)[redacted] reasoning for eventually stopping the sale was that

she felt that [redacted] was accusing her of being racist and was therefore

disrespecting her, which made her feel uncomfortable. Upon review of [redacted]

reasoning for refusing the sale to [redacted] we felt that her actions, although

legal, were not warranted or within our policies, and she should not have

denied the sale. However, we believe the sale was denied because [redacted] felt

uncomfortable with the interaction and not due to racism. At this time, we do

not feel that the incident rose to the level of immediate termination. We did

have a documented discussion with [redacted], reviewing both proper greetings for

our customers and when it was not appropriate to refuse a sale.4) Because [redacted] was upset about the matter and we felt

that [redacted] did not handle this transactions properly (although there was no

discriminatory intent in [redacted] actions), we offered him a 100 dollar gift

card. [redacted] in turn refused the gift card.5) [redacted] complaint also states that the Manager refused

to provide the District Manager’s name. The manager did not provide the

District Manager’s name but stated that he needed to be contacted through the

corporate office instead of providing his direct number.6) GPM certainly does not condone any racial serotyping.We appreciate [redacted] bringing this matter to our attention so

that we had the ability to address his matter within our guidelines. If you

have additional questions, I can be reached at [redacted] or

[redacted]

Review: I went to the gas staion on 5/21/15 and got $7.54 worth of gas. My card was charged an additional $100 on a serperate transaction.Desired Settlement: I would like them to put the $100 dollars back in my bank account due to I only got $ 7.54 worth of gas.

Review: I went to get gas and starting swiping my card and noticed a sign saying that they would debit and hold $100 from your account no matter what the amount of your transaction was for up to several days. So I immediately canceled the transaction without getting gas and the screen even said transaction cancelled and then went inside and payed cash for gas. I went home and looked at my bank account and $100 was deposited from my bank even though I did not get gas through using my card. I am a single mother and having my funds being held from me using is very upsetting to me! This is ridiculous that they are able to hold people's money so they can make money by interest in bank. If I only get $10 in gas how can they debit $100 when that may very well be all the money I have in account. I am going to NBC 12 to complain about this because I think this is awful they do this to people when some of us live paycheck to paycheck to make it.Desired Settlement: I want my $100 credited to my account immediately and something in return for the inconvenienced that this cause me by leaving me with limited funds in my account.

Business

Response:

Ms. [redacted], I'm in receipt of your letter sent to our Fas Mart Store #57 located in Quinton, VA regarding a customer who filed a complaint in regards to a "hold" placed on her card when she used it at our store at the pump to purchase fuel. There are two issues in regards to this complaint I will address: 1.) Why is there a hold? 2.) Why did she have a hold after she cancelled the transaction? First, why is there a hold? Placing a "hold" is common practice in any business where there is a "preauthorization" involved when a customer uses their debit card. In the case of fueling stations that have card readers at the pump that are used by customers for debit transactions, a "hold" amount is placed against the customer's bank account. This practice is designed to cover the cost of a fill-up. When a customer uses their card at the pump, there is no way of knowing how much fuel the customer intends to purchase as the pump it essentially turned on and requires the customer to stop at their desired amount. The hold ensures that the retailer is not out the value of its fuel if the customer does not have funds in his or her account to cover the fill-up. I have enclosed an article that was published on NACS Online (National Association of Convenience Stores). It has a great explanation of how "holds" work when a customer uses their debit card in an environment where a preauthorization is needed (pay at the pump). This article can also be found by visiting: http://www.nacsonline.com/Research/FactSheets/lndustrylssues/Pages/DebitHolds.as...⇄ Secondly, the next question is, why did the customer have a "hold" placed on her account after she cancelled the transaction? After consulting with our VP of Facilities & Construction, whose department handles all fueling pumps in the stores, for a response, the preauthorization process was initiated as soon as the customer swiped the card inside the card reader. When the customer cancelled the transaction, all this did was stop the pump from dispensing fuel. It did not stop the preauthorization process. Unfortunately, as soon as the card was swiped, the preauthorization began. Per the NACS Online article explanation, the customer should see this "hold" vanish, if it hasn't already. If this has not been resolved in the customer's bank account, we will absolutely make this right for Ms. Simmons. Of all the years we have been in business and "holds" have been a common practice, I've personally never seen a situation where this wasn't resolved in the customer's bank account within a few days if not sooner. Unfortunately, we do not have control over how long a customer's bank will keep the hold in place. Furthermore, no funds are deposited in our account as a result of the hold. The money is reserved by the customer's bank to prevent an overdraft. We only receive the funds actually spent to purchase fuel at the pump- in this case $0.00 because the purchase was made inside. If for some reason the customer's bank has not resolved this issue by now, she can make direct contact with us for a resolution. Our office phone number is: [redacted]. She can ask to speak with me, [redacted], Training & Development Manager.