ComplaintsforGasBuddy, LLC

• Initial Complaint

  11/01/2024

  Complaint Type:

  Sales and Advertising Issues

  Status:

  Answered

  More info

  panda boy is always lying about gas prices to get points the prices he post are always under the actual price

  Business response

  11/04/2024

  There is no useful information in this complaint, unfortuantely.  We don't have an active member with that Member ID, and the name / email provided in the complaint does not allow us to communicate with this member to dig further.

• Initial Complaint

  10/30/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  My card was deactivated at no fault of my own I have always allowed this company to access to my bank information and know my card was deactivated due to some issues on another account that does not belong to me. I was never contacted or emailed to inform of this process that they decided due to there policy. I need assistance in a profesional manner instead of being spoken to by an agent that gave one or two words of response with clear instructions on how to help me. This company needs to restructure their call center with professionals not employees that are rude.

  Business response

  10/31/2024

  Hi there, ******

  Thanks for taking the time to reach out about this.  Apologies for the confusion and any inconvenience this has caused.  The account was temporarily suspended as part of an investigation, but has since been reactivated.  

  If you have any further questions or concerns, please don't hesitate to submit a request at ******************************* 

  Customer response

  10/31/2024

  I have reviewed the business response and accept this resolution. Thank you.

• Initial Complaint

  10/29/2024

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  Gas buddy charged and took money out of my bank account over 10 times I contacted gas buddy and they are not willing to help me to get money bank

  Business response

  10/29/2024

  *******, 

  Thanks for taking the time to write to us about your concerns. I see you had a conversation with ******* earlier today, following a conversation with ******** back in June.  It looks like there was a communication error back in June, and ********** final response did not make it's way to you- our most sincerest apologies for that.

  Our Transaction Dispute supervisor is digging into your case more, and will provide a followup via email to your ticket #******* (Your most recent ticket with us).  If you have any further concerns or questions, please respond to that email.  We look forward to getting this resolved for you as quickly as possible!

• Initial Complaint

  08/31/2024

  Complaint Type:

  Sales and Advertising Issues

  Status:

  Answered

  More info

  Advertised for all companies that accept however many do not accept due to lack of chip technology. GasBuddy needs to say they do not comply rather than leading people to believe otherwise

  Business response

  09/17/2024

  Hi ******, 
  
  Thank you for reaching out and sharing that feedback with us, it is appreciated! 
  
  At this time our card provider does not offer a chip card unfortunately, but they have assured us that the card will continue to work at the pumps that have chip card functionality. 

  Taking a look at your Support Request #*******, I see that one of our agents informed you your card was being declined due to the expiration date on the card, not due to lack of chip. She also shipped a replacement card out for you. 
  
  We hope your new card arrives soon and works better for you! 

• Initial Complaint

  07/27/2024

  Complaint Type:

  Billing Issues

  Status:

  Answered

  More info

  CANCEL MY GASBUDDY CARD NOW. ****************** NO OPTION TO DO SO ON THE *** OR APP. SCAMMED

  Business response

  07/29/2024

  Thanks for taking the time to reach out.  This request was handled via the ticket submitted to GasBuddy support- Ticket ID *******.   If you have any further questions or concerns, please respond via that ticket! 

• Initial Complaint

  07/20/2024

  Complaint Type:

  Billing Issues

  Status:

  Answered

  More info

  Ive had a gas buddy FREE account for a few years now and never had any issues until recently when this company decided to start charging me outrageous amounts of money for something I never signed up for! I keep getting emails stating that if I dont pay them theyll be forwarding my account to collections?!? Like what the h*** kind of scam is this?? Ill attach the emails-I have emailed your customer service team as well as called numerous times in the past 3 months demanding you cancel whatever your trying to charge me for and have charged me for. I want a full refund for all the charges you applied to my back account WITHOUT MY PERMISSION! The first time you people made numerous transactionsw to my bank account for $24.99, $15.00 and another for $8 something. Then you tried again for the the same as before and now once again Im received emails stating that if I dont pay you then youll send the account to collections! Im here to tell you now that I will never give you people a dime of my money and once again I want a full refund to even fy

  Business response

  07/23/2024

  Hi *******, 

  Thank you for taking the time to reach out to us regarding this concerning event- we're so sorry you're experiencing this, and hope to have the chance to make it right for you.  I see that you submitted a ticket to our support team on Thursday, July 19th (Ticket #*******) that is being handled by one of our supervisors, Nychole.  It looks like we're having trouble locating the account you're reaching out about.  Please respond directly to that ticket and ******* will be able to assist you further in getting this handled! 

• Initial Complaint

  06/10/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  They told me theyre having problems verifying my account so they can activate my card. I gave them two accounts and they did deduct money from one of them but my card still isnt activated. Im not complaining about the amount of money they took Im just wondering why my card still hasnt been activated and the took the money almost two weeks ago. Ive sent them several messages and havent gotten one response. Please help me resolve this matter. Thank you

  Business response

  06/11/2024

  Thanks for taking the time to tell us about your concerns! 
  
  I see you were previously discussing this topic with an agent under ticket *******, and that you submitted a followup on Sunday evening (Ticket #*******). The agent you were previously conversing with will reach back out to help walk you through the remaining steps and get you up and going successfully! 

  Thank you for your patience, and for giving us the opportunity to help. 

• Initial Complaint

  06/04/2024

  Complaint Type:

  Billing Issues

  Status:

  Resolved

  More info

  I have no active accounts with a subscription to GasBuddy and Ive been being charged monthly for the last year a monthly charge. I reached out to my bank to stop the charges, GasBuddy got around this issue by changing the amount from ***** a month to 9.99 a month so my bank couldnt stop the payments. I would like a complete refund for all charges.

  Business response

  06/05/2024

  Thanks for taking the time to make us aware of this!  Upon further research, I see you are in communication with one of our support agents in ticket #*******, a ticket which was submitted yesterday afternoon.  Given that an agent is already assisting you with this matter, I will let them continue to handle your case.  

  Customer response

  06/05/2024

  I requested a refund for the last year for the reason written in my email. GasBuddy has not responded. I find it concerning GasBuddy circumvented the stop payment by changing the payment amount in my bank account. They have done this twice. I am seeking a full refund for all charges after there was no apparent activity on the account. 

  Customer response

  06/05/2024

  I am rejecting this response because:   I requested a refund for the last year for the reason written in my email. GasBuddy has not responded. I find it concerning GasBuddy circumvented the stop payment by changing the payment amount in my bank account. They have done this twice. I am seeking a full refund for all charges after there was no apparent activity on the account. 

  Business response

  06/05/2024

  Thanks for the additional information.  I see it took this agent some time to locate the correct account for your Pay With GasBuddy account as it is not under this email address.  She provided an update this morning, which was followed by a response from you about an hour and a half later.  This agent will respond within 1 business day to your latest email.  Please allow 1-3 business days for responses. 

  Customer response

  06/06/2024

  I am rejecting this response because:   I requested a refund for the last year for the reason written in my email. GasBuddy has not responded. I find it concerning GasBuddy circumvented the stop payment by changing the payment amount in my bank account. They have done this twice. I am seeking a full refund for all charges after there was no apparent activity on the account. 

   

  Attachments:

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  Customer response

  07/24/2024

  The business has issued a refund. However, they did not return the *** fee even though the transactions Were not authorized. Something is better than nothing. I accept the resolution. 

• Initial Complaint

  05/07/2024

  Complaint Type:

  Billing Issues

  Status:

  Answered

  More info

  In over a year, the gas savings program has saved me a total of $11.25. In the last 2 weeks, Gasbuddy has charged me $45 in fees, and they have lost me as a customer. Return my payment for no reason, then charge me a $15 fee. Its criminal, and a scam

  Business response

  05/07/2024

  Hi *****, 

  Thanks for taking the time to share your concerns.  I am unable to pull up an account with the email address you've provided, or by phone/name.  Please reach out to our support team through help.gasbuddy.com with your Pay With GasBuddy card number and one of our agents would be more than happy to take a look into this for you! 

• Initial Complaint

  05/06/2024

  Complaint Type:

  Customer Service Issues

  Status:

  Answered

  More info

  To Whom It May ********* am writing to express my dissatisfaction with the handling of an unresolved service fee by GasBuddy. Despite my attempts to resolve an unwarranted $15.00 service charge, there has been a complete lack of assistance from your team. My efforts to discuss this matter over email have been consistently ignored, and an attempt to address it over the phone on May 6th was met with a disconnection that was never followed up on.It is clear that GasBuddy has not made any reasonable effort to resolve this issue, which leads me to believe that there was no intention to assist me from the outset. This is further evidenced by threats to escalate the matter to collections, which is unacceptable given the circumstances of my attempts to reach a resolution.Furthermore, I wish to inform you that the card associated with this account has been lost. In light of the ongoing service issues, I demand that this "Gasbuddy" gas card be closed immediately. I do not wish for a replacement card, as my trust in GasBuddy's customer service has been thoroughly compromised. I will only use the app for area gas prices.Please confirm the closure of my "Gasbuddy" gas card and ensure that no further unwarranted charges are processed moving forward. Sincerely,***************************** 045-500-114-262-989-923

  Business response

  05/07/2024

  Hi *****, 

  Thank you for taking the time to reach out.  As explained in the email dated May 6, 2024, there was a transaction made on April 13th that was returned to us as ***, or insufficient funds.  This means your bank determined that funds were not available when they went to withdraw the transaction for $5.55.  You would have seen that charge on your statement originally, however within a couple of business days, the amount would have been returned to your account once the balance was deemed too low to withdraw it.  

  Apologies for the seemingly lack of assistance.  When you originally wrote to us on April 17th, an auto response provided you with information and instructions to respond back if it did not answer your question.  Because a response wasn't received, the case was considered closed.  We received additional separate support requests over the weekend (our team operates Monday-Friday), which were responded to first thing Monday morning.  Because the transaction was paid with a credit card over the weekend, we are not able to waive or refund the *** fee as the transaction has settled.  Normally in this circumstance, we would place a credit for the *** fee on your Pay With GasBuddy account, however you have mentioned that you instead want your account closed as you no longer have your card in your possession.  If you wish to have a new card sent to you, we can provide you with that credit on your account, to be used with the Pay With GasBuddy card.  

  Customer response

  05/08/2024

  To Whom It May ***************** am writing to file a formal complaint against GasBuddy due to a series of misunderstandings and a lack of proper customer service which has negatively impacted my experience and could potentially mislead other users.
  
  1. Account Closure Miscommunication: Despite my explicit instructions requesting only the deactivation of my card associated with my GasBuddy account, it was wrongly assumed by GasBuddys customer service that I wished to close my entire account. This fundamental misunderstanding demonstrates a lack of attention to customer details and requests.
  
  2. *** Fee Handling: I was charged a Non-Sufficient Funds (***) fee for a transaction that did not process due to insufficient funds. However, at no point was I offered a refund or a credit for this fee, despite the transaction's complications which were beyond my control.
  
  3. **************** Accessibility: I have attempted to resolve these issues directly by calling the customer support line, yet I was unable to connect with any representative despite multiple attempts. This lack of accessibility has only compounded the frustration and inconvenience caused by the initial errors.
  
  4. Public Awareness: Given these experiences, it is my concern that other customers may also be unaware of the potential for such service discrepancies and communication failures. It is important that potential users are fully informed about the level of service they might expect from GasBuddy.
  
  I urge the Better Business Bureau to take my grievances into consideration and to help facilitate a resolution that includes the rectification of my account status to reflect only the deactivation of my card, not the closure of my account, along with a proper acknowledgment and remedy for the *** fee charged.
  
  Thank you for addressing this matter.
  
  Sincerely,
  *****************************
  ***********, **
  

  Business response

  05/08/2024

  Hi *****, 
  
  I appreciate you taking time to write out your concerns.  We value this feedback, and all feedback, and will continue to use it in an effort to provide top-notch user support.  

  Apologies for any confusion regarding closing your account.  When a member wants to discontinue using their Pay With GasBuddy card, they have two options.  Option 1- close just the Pay With GasBuddy portion of the account (including the card), leaving the original GasBuddy account (used for reporting prices, fuel logs, etc) open.  Typically, the assumption is made that users would like to maintain their GasBuddy account and only close the Pay With GasBuddy portion, so unless specified otherwise, this is the option that we proceed with.  When I responded to your inquiriy with the following: "If you would like me to continue with closing down your account, please don't hesitate to respond directly to this email and I would be more than happy to help you out!", that was an invitation to continue with that request, at which point I would have clarified whether or not you wanted the Pay portion closed only, or both the pay portion and GasBuddy account.  Apologies for that confusion! 

  Regarding the *** fee- in my previous response through this BBB Complaint, I offered a $15.00 Pay With GasBuddy credit as the fee has already been processed with the transaction.  *** fees are added directly to the outstanding transaction, as opposed to being processed as two separate transactions.  For that reason, I am not able to refund the fee as it is a part of the transaction as a whole.  The offer to receive a $15.00 Pay With GasBuddy credit continues to be available to you.  The BBB Complaint that was filed was the first request for the fee to be credited or refunded.

  Customer Service Accessibility:  I apologize that it has been difficult to reach our support system.  We have a number of automations and tools in place to streamline support access and getting information to users as quickly and efficiently as possible.  However, in setting this up, we know we don't always get it right, and we continuously evolve our support setup to improve.  We are a small customer support team, operating Monday-Friday, 8am-5pm CST.  Unfortunately, this does mean that support requests submitted on weekends aren't able to be responded to until Monday morning at the earliest.  To try to provide round the clock support, we have crafted a number of automated responses to go out when a request is received, based on key words in the request, as well as form selections when submitting a request.  At the bottom of each of these automated responses, we remind all users that if the response provided by our system doesn't answer their question, to please respond to the email to ensure it gets into the hands of a well-trained agent.  The first request did not receive a response back from you, so the system assumed that the issue was solved.  We received 3 requests from your account over this past weekend, which were responded to first thing Monday morning.  A voicemail was left for our team on Monday afternoon, which was acknowledged and responded to in the existing email thread we had going on.  

  I deeply regret the unsatisfactory experience you have had and the way it has left you feeling about our support and GasBuddy.  I continue to extend the offer to make this right for you, whether it be through a $15.00 credit to your Pay with GasBuddy Account (and getting a new card to you to use that credit), or by closing down either your Pay With GasBuddy account, or your Pay With GasBuddy account AND ********************** account.  Whichever option you choose, please let us know.  

  Customer response

  05/08/2024

  To the Better Business Bureau:
  
  I am writing to dispute the last statement provided by GasBuddy in their responses to my response regarding an *** (Non-Sufficient Funds) fee and subsequent interactions. I wish to clarify several key issues and present a truthful account of the events:
  
  1. ********************** Fee: Despite assertions from GasBuddy, I did not receive any voicemails from them after the *** fee was processed. I actively responded to emails post-*** incident, contrary to their claim of not receiving further communication from me.
  
  2. Threat of Collections: GasBuddy threatened to send the *** fee to "collections", prompting me to attempt to resolve the issue on April 17th. Their statement neglects to mention their lack of response at that time, which exacerbated the situation rather than helping to resolve it.
  
  3. Refund of *** Fee: I acknowledge GasBuddy's offer to refund the $15 *** fee as a credit and can accept this; however, I must emphasize that I am not willing to incur any additional fees, nor do I wish to receive a new card as part of the resolution. The credit should not be contingent upon obtaining a new card.
  
  4. **************** Accessibility and Truthfulness: My experience highlights a significant discrepancy in the level of customer service provided, especially when fees are involved. GasBuddy's claim that their services are fully responsive is misleading, as responsiveness seems contingent upon their financial interest, rather than customer satisfaction or genuine resolution of issues.
  
  In light of these points, I request a direct intervention to ensure that GasBuddy addresses these concerns appropriately, without additional costs to me and with a clear acknowledgement of the lapses in their service and communication.
  
  Sincerely,
  *********************

*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. ↩