ComplaintsforGiant Foods

• Initial Complaint

  07/24/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Unanswered

  More info

  ON ABOUT 06/30/2023, i went to the GIANT FOOD store in ***** **, I GOT GAS for approx 40.00 then I went to the airpump to fill up my tire, it looked a little low, so I decided to se their air pump, their machine was broken, instead of inflating my tire, it deflated my tire. I tried numerous times to increase to PSI to the correct amount and it still did not work correctly... I did not see it was complete flat until I drove away, i had decided to try to get to another pump to fix it, but after driving off you could see it was ALL FLAT, BUT DRIVING OFF IS INTO A HIGHWAY, SO I had to drive farther then I would want to , to get to a safe location with my young daughters. the tire is ruin and so is the rim... I called to report it right way, a claim was taken, but was denied from different reason given to me... On the phone the claims adjustor said it was denied by her supervisor after reviewing the security tape, the concluded it must of been a valve issue and not the pump, they also said they spoke to store management who reviewed the footage with them... I spoke to CHARMAINE the store manager and she never sat for an interview, she never gave a statement ,and she knew nothing of security footage being reviewed.. The store the claims examiner gave was a complete fabrication. I then received a letter in the mail denying my claim stating a completely different reason, the letter stated something to effect they do not cover the air pump, and there was no way to appeal the denial, in the letter sent, but the actual claims examiner from GIANT INSURANCE CARRIER.

  Bureau response

  07/24/2023

  Giant Foods 
  *** *** ***** ** ********* ** *****
  
  
  Dear Representative Giant Foods: 
    
  Better Business Bureau (BBB) received a complaint about your business. BBB understands that there are two sides to every dispute, and we have not pre-judged the validity of this claim. This is your opportunity to address the concerns of your consumer and to rebuild the trust that first brought you together. BBB seeks to help businesses resolve their disputes, whether or not they are accredited with BBB.  The complaint was submitted on 7/18/2023 and was assigned an ID of *********   
  
  How do I take care of this?
  Your BBB is requesting a written response to this complaint within the next 7 calendar days.  Your prompt and professional response greatly enhances the chance for a successful resolution and will further your reputation as a BBB Accredited Business.  If you received this complaint via email, the fastest and easiest way to view and respond is to the simply click on the “Respond to this Complaint”, link located on the left.  All responses will be copied to the complainant. 
  
  

  If you received this complaint via Postal Mail, you may respond online using the link below or respond by mail using the address above.
  To access/respond to this complaint online:
  Go to: ****************
  Enter the following code: **************

  What should I include in my response?
  Please provide an explanation of the events from your perspective and/or a concrete plan for how to work toward a resolution. Remember that the more factual information we have about the case, the easier it is for all parties to develop a full understanding of the situation. 
   
  Please understand that the complaint content and your response may be publicly posted on the BBB web site (BBB reserves the right to not post in accordance with BBB policy). Please do not include any information that personally identifies your customer. By submitting your response, you are representing that it is a truthful account of your experience with this consumer. BBB may edit the complaint or your response to protect privacy rights and to remove inappropriate language.
  
  What will happen if I do not submit a response and what can I expect to happen next?
  If you do not respond promptly to this complaint, it may be closed as Unanswered.  This may result in a substantially lower rating with BBB, which could adversely influence potential customers. Once we receive your response, we will forward it to your customer and ask them to tell us in writing whether your response resolves their concerns.  If they continue to express dissatisfaction, the case will be reviewed by BBB staff to determine if the remaining concerns warrant an additional response.  The overall standard applied in the review process is: Did the company act in good faith, and do everything that could be reasonably expected, or is responsible for, to resolve the issue?
  
  We look forward to helping you and your customer work toward an amicable resolution. 
  

  Sincerely,

  Serigne ****
  Dispute Resolution & Investigations Specialist
  ***********************
  Phone: ###-###-####
  

   

  CUSTOMER EXPERIENCE INFORMATION

   

  Customer Information:

  Charmaine *****

  * ** *****

  Daytime Phone: ###-###-####
  E-mail: ***********************  

  The details of this matter are as follows:

   

  Complaint Involves:
  Repair Issues 

   

  Customer’s Statement of the Problem:
  
  ON ABOUT 06/30/2023, i went to the GIANT FOOD store in ***** **, I GOT GAS for approx 40.00 then I went to the airpump to fill up my tire, it looked a little low, so I decided to se their air pump, their machine was broken, instead of inflating my tire, it deflated my tire. I tried numerous times to increase to PSI to the correct amount and it still did not work correctly... I did not see it was complete flat until I drove away, i had decided to try to get to another pump to fix it, but after driving off you could see it was ALL FLAT, BUT DRIVING OFF IS INTO A HIGHWAY, SO I had to drive farther then I would want to , to get to a safe location with my young daughters. the tire is ruin and so is the rim... I called to report it right way, a claim was taken, but was denied from different reason given to me... On the phone the claims adjustor said it was denied by her supervisor after reviewing the security tape, the concluded it must of been a valve issue and not the pump, they also said they spoke to store management who reviewed the footage with them... I spoke to CHARMAINE the store manager and she never sat for an interview, she never gave a statement ,and she knew nothing of security footage being reviewed.. The store the claims examiner gave was a complete fabrication. I then received a letter in the mail denying my claim stating a completely different reason, the letter stated something to effect they do not cover the air pump, and there was no way to appeal the denial, in the letter sent, but the actual claims examiner from GIANT INSURANCE CARRIER.
  
  
  
  
  
  Desired Settlement:
  Other (requires explanation)
  Repair; Replacement
   

  Bureau response

  07/24/2023

  Charmaine *****
  
  * *** *****
  
  
  Dear Charmaine *****:
  
  Thank you for contacting the Better Business Bureau. This message is in regard to your complaint submitted on 7/18/2023 against Giant Foods.  Your complaint was assigned ID ********* 
  
  Now that I have filed, what is the next step?
  We have forwarded your complaint to the business for their response. We have asked the business to reply promptly, but some disputes may take longer than others to conclude.  Please be patient as we work to ensure that your concerns are addressed. 
  
  What if I do not agree with the response from the business?
  It is important for both parties to maintain realistic expectations and respond in a professional, fair and courteous manner.  Our goal is for you and the business to be able to work towards an amicable solution. Should this prove difficult, we may offer you and the business the opportunity to participate in binding arbitration.  More information about these options can be found at www.bbb.org
  
  What happens if a business does not respond?
  BBB will make every effort to obtain a response from the business, but some businesses simply do not ever contact us.  BBB is not an enforcement agency. We cannot force a business to respond. However, failure to do so may result in a negative impact on their BBB rating, which may drive away future customers. BBB can also refer you to other agencies that may be able to assist you, depending on the specific nature of your complaint. 
  
  Feedback from consumers is vital to BBB. We appreciate your willingness to report this information to us. We look forward to helping you and the business work toward a resolution. Please do not hesitate to contact us with any additional questions or concerns.  
  
  Sincerely,
  
  

  Serigne ****
  Dispute Resolution & Investigations Specialist
  ***********************
  Phone: ###-###-####

  Bureau response

  07/31/2023

  Giant Foods 

  *** *** ***** ** ********** ** *****
  
  Dear Representative Giant Foods:
  
  

  This is our second attempt regarding this complaint. For your reference, the complaint was submitted on 7/18/2023 and was assigned an ID of *********  

   

  BBB forwarded you a complaint filed by Charmaine *****. We have not received your response in the time frame allotted. If you have responded directly to your consumer and reached a resolution, let us know so our records are current. If this was a simple oversight, please provide your response at this time. BBB understands that there are two sides to every story is interested in your perspective.

  
  In the interest of time and good customer relations, please provide BBB with written verification of your position in this matter within 7 calendar days.   
  
  We encourage you to use our ONLINE COMPLAINT system to respond to this complaint. If you received this complaint via email, the fastest and easiest way to view and respond is to the simply click on the “Respond to this Complaint”, link located on the left, when you are ready to answer. 
    
  

  If you received this complaint via Postal Mail, you may respond online using the link below or respond by mail using the address above.
  To access/respond to this complaint online:
  Go to: ****************
  Enter the following code: **************

   

  Please understand that the consumer's complaint and your response may be posted on the BBB Website (BBB reserves the right to not post in accordance with BBB policy). Please do not include any information that personally identifies your customer. By submitting your response, you are representing that it is a truthful account of your experience with this consumer. BBB may edit the complaint or your response to protect privacy rights and to remove inappropriate language. 

   

  We look forward to your prompt attention to this matter.
  

  Sincerely,

  Serigne ****
  Dispute Resolution & Investigations Specialist
  ***********************
  Phone: ###-###-####

   

  CUSTOMER EXPERIENCE INFORMATION
  
  Customer Information:
  Charmaine *****
  
  * ** *****
  Daytime Phone: ###-###-####
  E-mail: ***********************
  
  
  The details of this matter are as follows:

  Complaint Involves:
  Repair Issues
  
  Customer’s Statement of the Problem:
  ON ABOUT 06/30/2023, i went to the GIANT FOOD store in ***** **, I GOT GAS for approx 40.00 then I went to the airpump to fill up my tire, it looked a little low, so I decided to se their air pump, their machine was broken, instead of inflating my tire, it deflated my tire. I tried numerous times to increase to PSI to the correct amount and it still did not work correctly... I did not see it was complete flat until I drove away, i had decided to try to get to another pump to fix it, but after driving off you could see it was ALL FLAT, BUT DRIVING OFF IS INTO A HIGHWAY, SO I had to drive farther then I would want to , to get to a safe location with my young daughters. the tire is ruin and so is the rim... I called to report it right way, a claim was taken, but was denied from different reason given to me... On the phone the claims adjustor said it was denied by her supervisor after reviewing the security tape, the concluded it must of been a valve issue and not the pump, they also said they spoke to store management who reviewed the footage with them... I spoke to CHARMAINE the store manager and she never sat for an interview, she never gave a statement ,and she knew nothing of security footage being reviewed.. The store the claims examiner gave was a complete fabrication. I then received a letter in the mail denying my claim stating a completely different reason, the letter stated something to effect they do not cover the air pump, and there was no way to appeal the denial, in the letter sent, but the actual claims examiner from GIANT INSURANCE CARRIER.

   

  
  
  
  
  Desired Settlement:
  Other (requires explanation)
  Repair; Replacement
   

  
  Additional Comments from Consumer:
  

  Bureau response

  08/15/2023

  Giant Foods 

  *** *** ***** ** ********** ** *****
  
  
  Dear Representative Giant Foods:
  
  

  This is our second attempt regarding this complaint. For your reference, the complaint was submitted on 7/18/2023 and was assigned an ID of *********  

   

  BBB forwarded you a complaint filed by Charmaine *****. We have not received your response in the time frame allotted. If you have responded directly to your consumer and reached a resolution, let us know so our records are current. If this was a simple oversight, please provide your response at this time. BBB understands that there are two sides to every story is interested in your perspective.

  
  In the interest of time and good customer relations, please provide BBB with written verification of your position in this matter within 5 calendar days.   
  
  We encourage you to use our ONLINE COMPLAINT system to respond to this complaint. If you received this complaint via email, the fastest and easiest way to view and respond is to the simply click on the “Respond to this Complaint”, link located on the left, when you are ready to answer. 
    
  

  If you received this complaint via Postal Mail, you may respond online using the link below or respond by mail using the address above.
  To access/respond to this complaint online:
  Go to: ****************
  Enter the following code: **************

   

  Please understand that the consumer's complaint and your response may be posted on the BBB Website (BBB reserves the right to not post in accordance with BBB policy). Please do not include any information that personally identifies your customer. By submitting your response, you are representing that it is a truthful account of your experience with this consumer. BBB may edit the complaint or your response to protect privacy rights and to remove inappropriate language. 

   

  We look forward to your prompt attention to this matter.
  

  Sincerely,

  Serigne ****
  Dispute Resolution & Investigations Specialist
  ***********************
  Phone: ###-###-####

   

  CUSTOMER EXPERIENCE INFORMATION
  
  Customer Information:
  Charmaine *****
  
  * ** *****
  Daytime Phone: ###-###-####
  E-mail: ***********************
  
  The details of this matter are as follows:

  Complaint Involves:
  Repair Issues
  
  Customer’s Statement of the Problem:
  ON ABOUT 06/30/2023, i went to the GIANT FOOD store in ***** *** I GOT GAS for approx 40.00 then I went to the airpump to fill up my tire, it looked a little low, so I decided to se their air pump, their machine was broken, instead of inflating my tire, it deflated my tire. I tried numerous times to increase to PSI to the correct amount and it still did not work correctly... I did not see it was complete flat until I drove away, i had decided to try to get to another pump to fix it, but after driving off you could see it was ALL FLAT, BUT DRIVING OFF IS INTO A HIGHWAY, SO I had to drive farther then I would want to , to get to a safe location with my young daughters. the tire is ruin and so is the rim... I called to report it right way, a claim was taken, but was denied from different reason given to me... On the phone the claims adjustor said it was denied by her supervisor after reviewing the security tape, the concluded it must of been a valve issue and not the pump, they also said they spoke to store management who reviewed the footage with them... I spoke to CHARMAINE the store manager and she never sat for an interview, she never gave a statement ,and she knew nothing of security footage being reviewed.. The store the claims examiner gave was a complete fabrication. I then received a letter in the mail denying my claim stating a completely different reason, the letter stated something to effect they do not cover the air pump, and there was no way to appeal the denial, in the letter sent, but the actual claims examiner from GIANT INSURANCE CARRIER.

   

  
  
  
  
  Desired Settlement:
  Other (requires explanation)
  Repair; Replacement
   

  
  Additional Comments from Consumer:
  

  Bureau response

  08/20/2023

  Giant Foods
  *** *** ***** ** ********* ** *****
  
  RE: Final Notice of Complaint
  
  Dear Representative Giant Foods:

   

  This message is in regard to a complaint submitted to the BBB about your business on 7/18/2023 by Charmaine *****.  This complaint was assigned ID *********
  
  

  Why am I receiving a "final notice" letter?

  Previously our office provided your company with a complaint from the consumer listed above. Our records indicate that we have not yet received a written response from you to address this matter. Please note, this will be our final attempt to contact you about this matter.

   

  How do I take care of this?

   

  Your BBB is requesting a written response to this complaint by (7) seven calendar days, Your prompt and professional response greatly enhances the chance for a successful resolution. We encourage you to use our ONLINE COMPLAINT system to respond to this complaint. If you received this complaint via email, the fastest and easiest way to view and respond is to the simply click on the “Respond to this Complaint”, link located on the left, when you are ready to answer. 

    
  

  If you received this complaint via Postal Mail, you may respond online using the link below or respond by mail using the address above.
  To access/respond to this complaint online:
  Go to: ****************
  Enter the following code: **************

  What should I include in my response?

  Please provide an explanation of the events from your perspective and/or a concrete plan for how to work toward a resolution. Copies of any supporting documents can be uploaded to the caselink or forwarded via email, fax, or postal mail. BBB also offers mediation and binding arbitration services to help resolve particularly difficult or

  complex situations. These services may be an effective means of resolving the matter without going to court. If you are interested in utilizing these services, please confirm this interest in your written response and your caseworker will follow up with additional information.

  
  

  What information will be posted to the website?

  Please understand that the complaint content and your response will be publicly posted on the BBB web site (BBB reserves the right to not post in accordance with BBB policy). Please do not include any information that personally identifies your customer. By submitting your response, you are representing that it is a truthful account of your

  experience with this consumer. BBB may edit the complaint or your response to protect privacy rights and to remove inappropriate language.

  
  

  What will happen if I do not submit a written response?

  Your BBB develops and maintains Business Profiles on companies in our service area. This information is available to the public and is frequently used by potential customers. Your cooperation in responding to this complaint becomes part of your BBB Business Profile. Failure to give attention to this matter may be reflected in the report we provide to consumers about your company and may have a negative effect on your BBB Rating.

  
  

  What if I've already resolved the matter directly with the customer?

  Great! Please just provide us a description of what you did to resolve the matter in writing so that we may update the case and close it out accordingly.

   

  Sincerely,
  
  Serigne ****
  Dispute Resolution & Investigations Specialist
  ***********************
  Phone: ###-###-####
  

   

  
  
  CUSTOMER EXPERIENCE INFORMATION
  
  Customer Information:
  Charmaine *****
  
  * ** *****
  Daytime Phone: ###-###-####
  E-mail: ***********************
  
  
  The details of this matter are as follows:
  Complaint Involves:
  Repair Issues
  
  Customer’s Statement of the Problem:
  ON ABOUT 06/30/2023, i went to the GIANT FOOD store in ***** *** I GOT GAS for approx 40.00 then I went to the airpump to fill up my tire, it looked a little low, so I decided to se their air pump, their machine was broken, instead of inflating my tire, it deflated my tire. I tried numerous times to increase to PSI to the correct amount and it still did not work correctly... I did not see it was complete flat until I drove away, i had decided to try to get to another pump to fix it, but after driving off you could see it was ALL FLAT, BUT DRIVING OFF IS INTO A HIGHWAY, SO I had to drive farther then I would want to , to get to a safe location with my young daughters. the tire is ruin and so is the rim... I called to report it right way, a claim was taken, but was denied from different reason given to me... On the phone the claims adjustor said it was denied by her supervisor after reviewing the security tape, the concluded it must of been a valve issue and not the pump, they also said they spoke to store management who reviewed the footage with them... I spoke to CHARMAINE the store manager and she never sat for an interview, she never gave a statement ,and she knew nothing of security footage being reviewed.. The store the claims examiner gave was a complete fabrication. I then received a letter in the mail denying my claim stating a completely different reason, the letter stated something to effect they do not cover the air pump, and there was no way to appeal the denial, in the letter sent, but the actual claims examiner from GIANT INSURANCE CARRIER.
   
  
  
  
  
  Desired Settlement:
  Other (requires explanation)
  Repair; Replacement
  
  Additional Comments from Consumer:
  

  Bureau response

  08/27/2023

  Giant Foods 

  *** *** ***** ** ********* ** *****
  
  
  Dear Representative Giant Foods:
  
  This message is in regards to a complaint submitted to BBB about your business on 7/18/2023 by Charmaine *****.  This complaint was assigned ID *********
  
  BBB is informing you that this complaint has been closed as UNANSWERED.  Multiple communications have been sent to you about this matter; however to date, we have not received a response.
  
  You should be aware that your lack of response is now reflected in BBB's rating of your company. You can view your revised BBB Business Profile on our website at ****************
  
  BBB helps resolve disputes between businesses and its customers. We welcome the opportunity to amend your BBB Business Profile upon receipt of your company's written response and resolution of the dispute.
  

  Sincerely,

  Serigne ****
  Dispute Resolution & Investigations Specialist
  ***********************
  Phone: ###-###-####

  Bureau response

  08/27/2023

  Charmaine *****
  
  * *** *****
  
  
  Dear Charmaine *****:
  
  This message is in regard to your complaint submitted on 7/18/2023 against Giant Foods.  Your complaint was assigned ID *********
  
  Your Better Business Bureau (BBB) has made several attempts to contact the business regarding your complaint. We regret to inform you that we have not received a response at this time and this case has now been closed as an UNANSWERED complaint in their file. Because we are not a government agency, we cannot force a business to respond.   
  
  If the company has contacted you directly and resolved this complaint, please let us know.  Should we receive a resolution in the future, we will let you know.
  
  BBB develops and maintains BBB Business Profiles on companies across the United States and Canada. This information is available to the public and is frequently used by potential customers. In the case of your complaint, the business's failure to promptly give attention to the matter will be reflected in the Business Profile.
  
  BBB regrets that we were unable to assist you further and wishes you the best in your future efforts in resolving this matter.
  

  Sincerely,

  Serigne ****
  Dispute Resolution & Investigations Specialist
  ***********************
  Phone: ###-###-####

*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. ↩