ComplaintsforMarathon Petroleum Corporation

• Initial Complaint

  08/06/2024

  Complaint Type:

  Customer Service Issues

  Status:

  Answered

  More info

  I pressed Regular but was charged for ************ When I noticed I stopped the fill-up immediately and left the station.

  Business response

  08/08/2024

  Thank you for your email concerning pump malfunction at a Marathon station.  Please be advised that all Marathon stations are independently owned and operated, and the owner/operator is responsible for all aspects of their business.
  
  Your email did not mention the specific station address, city, and state regarding this matter.  We cannot assume the station and it would be a great injustice to mistakenly accuse a station of wrongdoing.  Upon receipt of the specific station address, we will forward your complaint to the appropriate party for handling.
  
  We appreciate your business!

   

  MPC

• Initial Complaint

  03/12/2024

  Complaint Type:

  Customer Service Issues

  Status:

  Answered

  More info

  I had a $1 Marathon Arco Reward loaded to my account but it didn't apply to my recent purchase (receipt attached). I have contacted the customer care team and they told me to submit a receipt upon which they will adjust the balance. Once I submitted the receipt the customer care team replied that they are not able to adjust the previous purchase balance and they have no ways of doing that from their side. This is a false marketing and advertising and should not be an acceptable business practice.

  Business response

  03/13/2024

  Thank you for contacting us concerning the Rewards program.
  
  Please be advised that the station must be a participating station in order to earn and use the rewards.  Because Marathon stations are all independently owned and operated, it is up to the owner/operator whether they choose to participate; therefore, we cannot guarantee that your local station will be a participant. 
  
  I will send this request to our rewards program manager to review your claim. 
  
  Thank you.

  MPC 

• Initial Complaint

  02/28/2024

  Complaint Type:

  Sales and Advertising Issues

  Status:

  Answered

  More info

  I signed up for Marathon Rewards on 8/7/23 and was emailed a reward for $5 which I never received. The total of the awards they never credited me total $50.27 as of the end of January. After my first complaint in Oct 23, I sent 16 email complaints stating I wasn’t getting the .10/gallon reward, the $5 Monthly rewards, or any of the reward balance. On 10/29 I was told to use a “11” before entering my phone number, later the same day told not to use the “11”. Again on 11/15 later that day that they were “escalating an issue with redeeming rewards at this station for investigation to our technical team”. On 11/15 they told me I did get credit for my purchases, and that on 10/29 a $5 reward was activated, but “it appears there might be an issue specific to this station”. On 12/15 they said a $5 reward for Nov was returned since it was not activated, but they confirmed on 11/15 that “ an additional $5 that has been activated”. Again on 12/19 after another complaint they acknowledged a problem at this station “We will have to report it to our technical team and they will check the configuration of the station ” On 12/20 was that the $5 voucher had not been applied to my purchase (but was active in my app), and to wait 10 min after activating the monthly voucher. I activated the $5 reward on 12/15 and got gas 4 days later on 12/19. Then after my follow up question on 12/21 they admitted for the fourth time that that ” have discovered an issue with applying rewards to transactions at station ***** ** **, ****** ******, FL”. They have admitted 4 times there are troubles with the credits. I did start getting the 10 cent/gallon credit on 1/9/24, however they have not resolved the problem receiving the monthly $5 credit, and have never issued me a credit to my credit card for any rewards.

  Business response

  02/11/2024

  We are a 7-eleven store and we do not control Marathon gas, which is a third party gas. Store is only responsible for inside operations and has nothing to do with marathon gas rewards. We are advising the customer to contact the Marathon customer service directly to resolve their concern. We apologize for inconvenience. 

  Customer response

  02/15/2024

  Yes, I originally submitted this complaint In Ohio where Marathon's HQ is located. That office forwarded to the local Clearwater office. I do think it makes sense for this to complaint to be filed where their HQ is located.

  Business response

  03/06/2024

  Thank you for contacting us concerning the Rewards program. 
  
  Please be advised that the station must be a participating station in order to earn and use the rewards.  Because Marathon stations are all independently owned and operated, it is up to the owner/operator whether they choose to participate; therefore, we cannot guarantee that your local station will be a participant.  
  
  

  We will forward your information to the rewards program for handling. 

  Customer response

  03/11/2024

  
  Complaint: ********
  
  I am rejecting this response because:

  All of these transactions in my complaint were at the same participating station. Marathon acknowledged they have a problem in their response (attached) on 12/21 where they stated "we have discovered an issue with applying rewards to transactions" and are " working to resolve the issue. In addition all the transactions are logged in the Marathon app from a participating station. Besides all the e-mails I sent stated they were at the participating station. It's insulting to keep saying to use a participating station, since they can see this on my loyalty records (also attached to this complaint). It's amazing they still ask for a copy of the receipt even though they already have the loyalty logs, in addition the station never replaces their paper - so no receipts given.

  They have never given me back the $2 and $5 rebates they keep emailing me about. They did get the 10cents/gallon working but they keep sending me emails about my rewards balance and how to redeem the monthly promotions, however that credit is NEVER given either at the pump or by credit card.

  Their emails to me have been a huge circular distraction, they just don't do what they say they are doing with the loyalty program

  
  Sincerely,
  
  ****** ********

• Initial Complaint

  08/03/2023

  Complaint Type:

  Customer Service Issues

  Status:

  Answered

  More info

  Marathon previously offered gas customers to use their own branded credit card issued by Comenity to earn rewards when buying gas then they got rid of the credit card and switched to a program called Make it count rewards through drop tank now that is gone and the current rewards program hasn't worked at all since it started as I have NUMEROUS email communications back and forth from them regarding the current rewards program which to this date from my first email sent to them back in March 2023 of this year the rewards program still doesn't work. I want my earned rewards credited to me directly since I can't use them when buying gas anymore because this new rewards program is STUPID AND ABSOLUTELY USELESS TO ME AS A MARATHON CUSTOMER!!!

  Business response

  08/15/2023

  Hello, Please note that all MakeitCount members were advised of the transition to the new Rewards Program and provided a date which points were to be utilized as same would not be transferrable.  However, if you can provide a screenshot of your point balance, we will forward this to the Rewards Program and inquire as to your getting reimbursed for points accumulated.

  Email to ***************************************

   

  Thank you, 

  Marathon Customer Relations

  Customer response

  08/15/2023

  
  Complaint: ********
  
  I am rejecting this response because:
  The response has nothing to do with my initial complaint. I have said nothing about make it count program other than Marathon got rid of it but instead my complaint is about the current program. The merchant/business needs to re read the complaint and stop being so INCOMPETENT
  Sincerely,
  
  *** ********

  Customer response

  08/25/2023

  I will no longer patronize the business.

• Initial Complaint

  07/13/2022

  Complaint Type:

  Customer Service Issues

  Status:

  Answered

  More info

  I signed up for your rewards program under ************. I am supposed to receive 10 cents off a gallon. On my last visit, I punched in my rewards phone number; it gave no error; and I received 0 cents off a gallon. Location: ****** 7/11/22 8:38 Trans: ******* Price: $4.999 Fuel Sale: $50.36 Gallons: 10.075 Invoice: ****** Send me a check for the amount you owe me. I e-mailed Marathon to resolve, but they refused.

  Business response

  07/13/2022

  Customer contacted us directly.  His complaint was forwarded to our Department that handles our CentsOff Program.  They will contact him directly as to his complaint for a resolution.

  Customer response

  07/13/2022

  
  Complaint: ********
  
  I am rejecting this response because: CentsOff program said they can’t do anything. That’s not going to fly. 
  
  Sincerely,
  
  ******* ********

• Initial Complaint

  04/29/2022

  Complaint Type:

  Sales and Advertising Issues

  Status:

  Answered

  More info

  Marathon Petroleum advertises the connection of their My Rewards program to ********* ***** Rewards. I set up a Marathon My Rewards account in January and attempted to link this account to ********* as advertised. The account linking toward airline miles was the main reason for this account setup and my use of Marathon fuel. Since January 2022, Marathon has been unable to fulfill their promise to link our accounts. I reached out and they said to re-install the app. I did, to no success. I called and have a service member try to link accounts. They were unable to do so after logging into my account as well. All attempts have failed. When I called and asked them to simply link the accounts, they indicated that I had to do it through the app. Advertising on ********* and Marathon websites confirm this program and my eligibility, but Marathon Petroleum has not fulfilled their implicit promise to fulfill this reward. Advertising of this program must cease if it is not substantiated or my account should be linked as advertised. False advertising which has led to my purchasing fuel through Marathon is fraudulent. I am simply asking them to follow through with advertising promises explicitly made on their website. Please fix and provide promised ********* points to match fuel purchases since starting the program in compensation.

  Business response

  06/01/2022

  [BBB Transcription via Email]

   

  From: Customer Relations <***************************************>
  Date: Tue, May 31, 2022 at 8:53 AM
  Subject: BBB Consumer Complaint #********
  To: *************************** <***************************>, Customer Relations <***************************************>
  Cc: ***************** <*****************>
  
  
  Good morning *** **********:
  
   
  
  We are in receipt of your complaint to the Better Business Bureau regarding the MyRewards Program.  Your complaint has been forwarded to our department that handles the MyRewards.  We have requested they reach out to you in order to resolve.
  
   
  
   
  
   
  
  *****
  
  Customer Relations
  
  Marathon Signature
  
  **************
  
  ***************************************

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