ComplaintsforGasBuddy, LLC

• Initial Complaint

  03/04/2024

  Complaint Type:

  Billing Issues

  Status:

  Answered

  More info

  I was initially getting five cents per gallon credit for providing a copy of the purchase receipts, but it then dropped to three cents per gallon which is now one cent per gallon. This is unacceptable. I know now, just as I knew when I first set up my account with **********************, my personal information was for sale. Which is why I refuse to give GasBuddy my bank account information. I am careful with the information I provide. But, if my information is for sale, then I expect, no-I demand, that I receive full credit for copies of receipts provided. To me its professional integrity. I have been compliant, I expect they be compliant as well.

  Business response

  03/06/2024

  Thanks for reaching out, *********;

  As explained by the support agent who assisted you, Deal Alerts are provided by the station visited. Discounts are maximized by using the Pay With GasBuddy card to purchase fuel.  I see the deal alert activated was for 1c/gallon, which resulted in the addition of $0.20 GasBack credit to your account.  Deal amounts vary from station to station, as well as time of day and fuel type purchased.  Browse the app to find the best deal alert available to you before fuelling up! 

  Customer response

  03/06/2024

  I am rejecting this response because:   Yes we did discuss that via e-mail before, and I am not satisfied with it.  I checked the terms of service, and it is not in there.  The credits provided in the past were more, then they came up with this GasBuddy card, and the points provided decreased.  Essentially as stated in the company reply.  However- I refuse to surrender that much of my privacy for only a few points, especially since they are not keeping with the original offer of points provided and they have a horrible history of abusing member's account information.  I feel they are obligated to keep to the original agreement.  They already get plenty of my personal information that they sell to third party data brokers.  And as I stated before, I knew that in the beginning, but I felt it was a fair trade for the points provided.  If they are not willing to keep to the original agreement then I demand they cease in selling my personal data.  With as much as they make off of selling members' personal data, they could keep that original agreement with all members and still make a nice wad.

  Business response

  03/06/2024

  I understand your frustration, and apologize for any confusion.  The Pay With GasBuddy card has existed since 2017, long before Deal Alerts were introduced.  Deal Alerts were introduced to complement the Pay With GasBuddy card and increase the amount of the discount users can receive, increasing their savings.  The option to offer Deal Alerts to non-Pay With GasBuddy members was introduced to offer more flexibility and choices for our users.  We've taken the additional step to allow non-Pay With GasBuddy members the option to export earned GasBack to a gift card, as opposed to requiring non-Pay users to enroll in order to redeem any earned GasBack.  

  We do not control the amount offered by a station for each Deal Alert.  These fluctuate for a number of reasons, including but not limited to station traffic volume during different times of the day (Station owners may increase Deal Alert amounts during lower-traffic times of the day to encourage more customers to visit their location), fuel grade (higher deal alerts often apply to grades of fuel in higher stock at that station at that time), as well as many other reasons.  

  You can expand the search area in the app to increase the chances of finding larger deal alerts, or speak to the station owner to let them know that the greater the deal alert offered, the higher the chance is that you'll visit their location.  

  We hope to have the opportunity to continue helping you save on fuel!

  Customer response

  03/06/2024

  I am rejecting this response because:   It looks as if we'll have to agree that we disagree, then.  I cannot tell you that you're wrong in how things were done in the past, only what I know from my perspective.  I still think that one cent per gallon is a joke, and then getting membership cards at each gas station is ********.  It gets to the point that I'm giving up far more than it's worth.

• Initial Complaint

  01/23/2024

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  I changed banks and they refused to take money from my current bank accounts, they also wouldn't reply to any of my multiple attempts to use their help section to send them the money that they required and now want to send it to a collections agency.

  Business response

  01/26/2024

  Thanks for reaching out. 
  
  I see you reached out to support.  Our automated system did provide some information on how to update banks and requested that you reach back out if you have any further questions.  As we did not receive a follow-up response, the cases were closed. 
  
  I have reached out to you through Ticket #******* to continue the conversation and provide you with the available options to pay your outstanding balance.  Thank you for working to resolve this! 

• Initial Complaint

  12/08/2023

  Complaint Type:

  Sales and Advertising Issues

  Status:

  Answered

  More info

  Seems like my account is not working now. I have done everything you asked. Now if you could fix this it would be greatly appreciated. I am a Regional manager for a pharmaceutical company. My company has thousands of GasBuddy accounts. If mine can't get be fixed I am going to have the company discontinue all GasBuddy accounts losing your company hundreds of thousands of dollars. Silly that you would want this instead of fixing an account which had been with you for years. Simply because one of your employees bullied my nephew who is autistic. I will make sure many people hear about this. They employ immature people like **** and ******* who like bullying people. Absolutely the worst company. Simply find another company is my advice.

  Business response

  01/05/2024

  Dear *******, 

  Upon careful review of the interactions between yourself and our support agents, we regret to inform you that your behavior during these interactions was deemed inappropriate and verbally abusive. GasBuddy is committed to maintaining a safe and respectful environment for both our users and our team members. Unfortunately, your actions were in violation of that commitment.   As a result of your behavior, we took the necessary steps to protect our employees and maintain a positive working environment. All of your accounts have been closed, and you have been blocked from future enrollment with GasBuddy. We understand that the decision to close your accounts may be disappointing, but the respect and well-being of our team members are of utmost importance to us.

  We would like to remind you that our commitment to providing excellent support does not waver, and we are always here to assist our users in a professional and respectful manner. However, the abusive nature of your communications made it untenable for us to continue supporting you.

  Regards,

  Customer response

  01/09/2024

  I am rejecting this response because:   what they are stating is utterly false. They employ immature employees who like to bully and harass customers like they did to me. I have countless emails that prove what I am saying. These are made up allegations from them, and this is what they do to people when they are questioned about illegal behaviors their employees allow. They need to fire countless employees if they want to run this company properly. 

  Business response

  01/09/2024

  We do not wish to communicate with this individual. They have spammed multiple company channels, all but stalked members of our support team (finding them on LinkedIn, referencing where they live), communicating inappropriately and aggressively towards our staff and continues to attempt to create accounts to purchase fuel he does not intend to pay for, using aliases. Weve blocked this individual from all of our programs and he is not permitted to reenrol at any point in the future. 

  Business response

  01/19/2024

  We do not wish to communicate with this individual. They have spammed multiple company channels, all but stalked members of our support team (finding them on LinkedIn, referencing where they live), communicating inappropriately and aggressively towards our staff and continues to attempt to create accounts to purchase fuel he does not intend to pay for, using aliases. Weve blocked this individual from all of our programs and he is not permitted to reenrol at any point in the future. 

  Customer response

  01/19/2024

  I am rejecting this response because:   None of this is even true. They make up stuff in order to protect themselves, but everything is false allegations from this company. They are not ethical nor should they even be in business. It is mostly ran by immature people who are bullies and harass people. No real person on this earth respects this business due to how poorly ran it is. They should probably fire 95% of their staff, and replace them with intelligent people who have ethics. 

• Initial Complaint

  12/06/2023

  Complaint Type:

  Billing Issues

  Status:

  Answered

  More info

  A while ago I had an extra charge on my checking account from a cell provider i cancelled a month before the next billing. I went to my bank to reverse the charge and get my money back as the cell provider lacked a good method to contact them about the situation. My bank asked to freeze my account for safety and to prevent any more charges from the company. This then resulted in all my linked accounts with businesses to get blocked due to my "account being frozen." The situation was quickly resolved and the bank sided with me, and sent me a replacement card.This is where things start to go down hill, I was a part of the Pay With GasBuddy program where i was sent a card to get a select amount of cents off per gallon through an ACH after i make the purchase. I've tried to pay off ~$40 worth i owe them, but they won't take it. I tried to relink my checking account, but they required more information to allow it to be unblocked. I just received an email in response from someone at their **************** stating that they would need more information but chose not to request it from me saying, "We know that many may be uncomfortable providing this information, so we have made the decision not to request it, and instead, we ask that you link a new bank account." They chose for me and this was their stated solution saying, "we will be unable to re-add this bank account. A new checking account will be needed in order to continue to utilize the Pay with GasBuddy program." They then concluded the email saying, " we have made this difficult decision in order to protect our user's information on a larger scale."To protect my information i want to give to pay off my debt to you, and to link my bank account to use your service again as i liked saving some money at the pump. In the end I hope to get this resolved, as well as for someone to ask and not make decisions for the customer about using their service without consent. I don't want to make a new bank account.

  Business response

  01/16/2024

  Thank you for taking the time to reach out and share your concerns and frustration. I understand that the outcome you received was not your desired outcome, and apologize that we were not able to provide that for you.  Our payment processor updated their requirements back in the summer to continue to align with, and exceed, industry standards when it comes to protecting information and complying with regulations set out by NACHA.  Given the sensitivity of the information required to unblock bank accounts that have returned certain errors, we have made the difficult decision not to request this from our users.  This only pertains to adding the same account back to your Pay With GasBuddy profile.  A different bank account is permitted, or payment by credit card, but we cannot continue with using the same bank account that returned the error initially.   We hope that you choose to continue using Pay With GasBuddy to save at the pump.  You are welcome to reach back out through your support request for assistance in updating your bank account! 

  Customer response

  02/12/2024

  I apologize for the delay in response as I've been out of state for the past few weeks due to work, and I regret to state that I'm not satisfied with the response from GasBuddy at this time. I understand their stance on protecting their customer's and their security, but I feel they should at least try to work with their customers to resolve possible scenarios such as my own. I reassert that this shouldn't be the case after one failed attempt to get payment for gas, which i have since paid off said failed transaction. This sort of lockdown/blocking should realistically occur after a few failed tries or if they have kept getting a alert concerning accounts being frozen due to disputes against other businesses and not fraud. I wish i could continue to do business with GasBuddy but at this time it saddens me to say I'll no longer be recommending people try GasBuddy if this is how they treat their customers who offer to try and resolve issues that happened. I won't try and further at this time, but I'll go on to finish by saying that i have racked up some gas back I'd love to use on my fill-**** but guess it's money gone to waste and I'm deeply disappointed in how you choose to treat your customers when offering support; I still won't let go how you screwed my sibling over when attempting to join your program in the past. I hope you'll go on to improve and rectify this issue from happening to others in the future.

• Initial Complaint

  08/25/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  On Aug 15 2023 I filled up for around $55 with my gas buddy card for the third percentage discount that they give ,e if I use their card. Now, when they charged my bank the charge was returned unpaid. So for this first time deny they charge $15 and an additional 3% processing fee and an additional $5 for each subsequent attempt. I am so surprized to learn that they live off fees that eat up much much more than any savings possible in a lifetime.

  Business response

  09/18/2023

  Please see attached correspondence.

  Customer response

  09/18/2023

  I am rejecting this response because:   

  All they say is that all this is outlined in their T&Cs. 

  It does not address why it is worth it to carry a card to save up to 30 cents per $80 tank and then be charged a $15 returned fee or 3% reprocessing fee. 

  It also does not address why to this day, no one from gas buddy got back to me on my contact to customer service (Outside of the ********************* when I already contacted them before even contacting the BBB. 

   

  Business response

  09/26/2023

  See attached correspondence

• Initial Complaint

  08/09/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  I paid for GasBuddy Premium which gives the user a free towing service. According to their website, the vehicle associated with the account can be towed to "a destination other than an authorized service providers facility greater than the 10-mile limit from the disablement. Charges for mileage beyond the mileage limit must be paid by you at the time of service and are not reimbursable". Today, 8/1/2023, my vehicle stopped running; therefore, I left it at a parking lot at *********************. My vehicle was 12 miles from my house. I call the phone number provided in the app, and the machine answers with instructions to hit the pound button to receive a text that sent me to an Allstate website. The website asks for a GasBuddy Premium member number. The site states no benefits are available. I call the phone number again and was able to speak to a person. I provided the person with the name, address, and vehicle associated with the GasBuddy Premium account. He tells me my account only allow for 5 free miles and that every mile over the 5 miles will about five dollars. I told him the address where the vehicle was located and where I wanted it to be dropped off, which was 12 miles from my house. He quotes me that the cost of towing the vehicles would be about $130. Even if I were to accept the account only allocates free 5 miles and I had to pay 7 miles, seven times five isn't $130. Therefore, I had to change my mind and not get the car towed through GasBuddy because the person I spoke with gave conflicting information to what was on their website that deals with the perks of having GasBuddy Premium. I would like a refund, even if it a partial refund, since I wasn't able to use the a free towing service. If they do refund me, then they can drop me from their service.

  Business response

  08/28/2023

  See attached correspondence

  Customer response

  08/30/2023

  GasBuddy customer support did reach out to me on August 28th and 30th. I read the letter that GasBuddy sent to the BBB, and the information is correct. GasBuddy did leave a voicemail apologizing for incident and offering to reimburse me for out of pocket expense of towing the vehicle. The slight hiccup with this was I had a family member tow my vehicle at a later time. On August 30th, I received an email from GasBuddy about the update to their terms and services. Their new terms and service does reflect the towing service being "up to 5 miles free of charge'. You have to click on "here" to take you to the new terms and service which talks about the towing service. I am currently awaiting a response from ******************. I feel there will be a resolution since GasBuddy has apologized and are actively pushing to get this resolved. I will update this once I get a response from ******************.

  Customer response

  09/02/2023

  I have reviewed the business response and accept this resolution. Both GasBuddy and Allstate roadside assistance have apologized for the incident. GasBuddy offered to reimburse me the cost of towing.  

• Initial Complaint

  06/07/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  Over the last 9 months, i have REPEATEDLY opted to unsubscribe from marketing and promotional emails from GasBuddy. I have confirmed this with both my email addresses and have done so at least once a month on average, yet still receive their emails to the point of harassment. I no longer have their app. I have selected to opt out of their emails on their website and still get at least one per week.

  Business response

  06/15/2023

  Please see attached correspondence

• Initial Complaint

  06/05/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I was home with my son and wife and we were relaxing due to a long day and my son having a baby tooth removed. I was reading a book with my son and got a $43 charge notification on my phone at 8:21pm and then 4 minutes later at 8:25pm I got a $37 charge notification from GasBuddy for gas from a gas station on a Air Force Base. Yes I have been to that gas many times and used my gasbuddy card many times with the extra fuel savings discount activated, the last time I used the card was 6 days earlier. So I filled a claim with gasbuddy to dispute the charges like they say on their website, and called first thing in the morning to speak with someone. And then after dropping off my son to school head over to the Air Force base and speak with loss prevention manager so they can also investigate what happened, during this time LP reviews camera footage to determine that it was in fact not me or my wife so enough those two times within four minutes. During the same time gasbuddy fraud department denies my claim saying that because I used my secure pin theyre denying it to the pattern of filling up in the past there, I called back and say wait a minute how do you steal a debit a charge card whatever is with a skimmer and with a pin it collects all information that you put in. Ive always enjoyed and promote gasbuddy, but this puts a sour taste in my mouth. All I would like is my $80 dollars in this transactions to be refunded.

  Business response

  06/09/2023

  Please see attached correspondence

• Initial Complaint

  05/09/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  Business removed my ability to use there membership service for 6 months because of a past bill but then continued to charge me membership fees regardless of me asking numerous times to end the membership they said they wouldnt end it until I paid a past due balance but after six of paying membership fees thats exceeded the past due balance and they still wouldnt end it. So I paid the balance now they wont refund me those fees even when they said they would.

  Business response

  05/30/2023

  Please see attached correspondence

• Initial Complaint

  04/25/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  GasBuddy charged me for a transaction done at a gas station on 3/31/2023 at 4:44pm. I filed a dispute with them stating that not only have I never stopped at that gas station, but it is impossible for me to have made that transaction since I was at work several miles away at the time. I even provided a picture of my work timecard to prove I was on the clock. One of their agents, **** (no last name provided), emailed me to say that it was my own problem and they would not consider the transaction fraud. I've been emailing back and forth with him, insisting that this was (obviously) fraud and that I want my money back. All of his responses have been dismissive and condescending. Nothing blatantly unprofessional, but in the context of me proving that I was at work and him insisting that it's a valid transaction, it feels that way.

  Business response

  05/02/2023

  Please see the attached correspondence

  Customer response

  05/02/2023

  I am rejecting this response because:   I have provided proof that I was at work during the time of the transaction. The transaction is therefore, following any logical reasoning, FRAUDULENT because I did not make this transaction. All I want is my money back for a transaction I did not make. This company clearly has no ethics and is covering up for scammers and card skimmers. I have also had to put in a second request to delete my account with them because my first request, mysteriously, did not go through. I'm worried they will try to take money out of my account again.

*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. ↩