Shell Gas Station

Review: I am very disappointed with the service I am receiving from the Shell Service Center located at [redacted] MD. I stopped in on Tuesday August 20th to see if they would have time to look at my car. They said they would if I left it for them on Wednesday. I came back and did a night drop that evening. On the ticket I said I would like the car back by Thursday. I figured it would give them time to look at it Wednesday and order parts if needed. I did not hear from them Wednesday and thus I stopped in after work. [redacted] stated he did not have time to get to it on Wednesday but promised to call me first thing Thursday morning. Same scenario. He did not call. Thus I stopped in again on my way home from work and he said to give him 30 minutes and he would call me with some answers as he still had not gotten to it. Almost 2 hours later he finally called and said the accelerator sensor and the connector were bad and that he could fix it in the morning but he would not be able to give me a quote until then, Friday morning August 23. He called and left me a message Friday morning around 9:15, when I called him back he said he could repair the car for an outrageous amount of money! When we agreed on a price to fix the car, he said he would have it done for me between 12-5pm that day; Friday, August 23! Well guess what!! It's Friday at 7 pm and it is still not done and they are closed. I caught Brain as he was closing up. He wants me to pay the diagnostic fee of $100 and take the car somewhere else if I need it that bad. This he has said to me more than once. Given his lies and broken promises, he should eat that cost and give me the car! I have never been to a shop that had more broken promises and lies than this one. He is not even willing to give me a discount for my troubles. As I told him tonight, I have been more than patient and his reply was "there are cars here that have been here longer than yours." All I want is some good old customer service and satisfaction.Desired Settlement: I would like them to either discount the repair or not charge the diagnostic cost and return the car to me in the same condition I gave it to them. The only complaint we had was that the car's speedometer was not working and the transmission was not shifting correctly.

Business

Response:

September 05,2013

Revdex.com of Metro Washington DC and Eastern Pennsylvania 1411K St. NW, 10th Floor Washington DC 20005-3404

Dear **. [redacted]:

ID# [redacted]

This is in response to the above referenced complaint. There was an unfortunate delay of one day in repairing her vehicle. Taking this into account, the vehicle owner was given a quote of $323.00 Friday morning. The owner felt this was outrageous; therefore, we sought an after-market part and was able to reduce the cost by $30.00 bringing the total to $293.50. The owner in turn agreed to this quote. Not able to complete the work Friday evening, it was completed Saturday morning..

As shown on the vehicle owner's invoice, she was charged one hour labor for diagnosis and 1.2 hours for installation of the sensor and connector. If you refer to the dealership schedule of parts and labor, you can see we were veiy fair in light of the circumstances. A dealership would have charged 2.7 hours just to install the sensor-no connector and the diagnostic time would have been at least an additional hour. In summaiy, the customer did not realize that she had alreatfy received more than a hundred dollar discount for her inconvenience.

We do apologize for the delay and hope this gives clarification to her charges.

Respectfully submitted,

FORT WASHINGTON SHELL

Consumer

Response:

[To assist us in bringing this matter to a close, you must give us a reason why you are rejecting the response. If no reason is received your complaint will be closed Administratively Resolved]

Review: [redacted]

I am rejecting this response because the vehicle sat for 2 days before they looked at the vehicle and after researching the parts and offering to bring them myself they then found a "cheaper part". I reluctantly agreed to have them install the part as they never stated their was a diagnostic fee that they were going to charge me when I said no to the initial quote. The cost of the diagnostic service and the inconvenice of going elsewhere where the factors that made me agree to have the vehicle repaired. The facts of the statement by Shell are not accurate and do nothing to addresses the lack of professionalism and dishonesty I encountered.

Regards,

Review: I had a flat tire and [redacted] came out and changed it for me. The employee from [redacted] was a great help. We both examined the tire very thoroughly we found the hole and he plugged the tire. I stated to the [redacted] employee that I have to drive my truck across the country in a week and was it okay to drive on the tire. He stated it would be fine. I then went to Shell gas station just for them to put air in the tire and put it back on my car. They told me it would cost ten dollars I stated that was fine and he and his helper began to change the tire. One of the men went to fill the tire behind the fence and the other man changed the tire. One man took the old tire off my truck and put it back in the spare part of the car. After a few minutes the other man said that the tire was not good. I stated what are you talking about. He showed me another hole in the tire. I stated that was not there before. He then picked up a knife and said it was too big the put a plug in it. He stated do you want to buy a used tire. I looked at him and stated how much is a used tire. They showed me a tire that was ridicules. I stated how many miles is this going to get because I have to drive across the country next week and is this tire going to hold up. He said nothing and his face changed. He then stated do you want to put your spare tire back on. I stated yes. They both put my old tire back on. I paid them ten dollars and drove home. On my way home I called [redacted] who changed my tire and asked him if he thought I could have been taken advantage of and if we could have missed the hole. He stated that he hoped it was not the case of men see a women coming and take advantage of her thinking she does not know about cars. I took a picture of the tire as I was standing there in front of both men at Shell gas station and sent it to the man from [redacted] to get his opinion. He stated that he could not be sure if the hole was there and we missed it I explained how big it was and that a knife was big enough to go in it. He asked if it was a slow or fast leak I stated fast. He could not be sure if we missed it. the first time. I know that we examined the tire a few times and that hole was not there!Desired Settlement: I would like someone to look into their business practices

Business

Response:

August 24th, 2014Dear [redacted]:My apologies for the delay in replying to your August 4th letter.Woodlawn Shell has recently retained me to represent them in this matter and to write a response to the above referenced complaint submitted to you on July 19th, 2014.I have interviewed an employee and the owner/operator of Woodlawn Shell Gas Station, located on [redacted], and their facts of the case is different from the version described by the complainant.Woodlawn Shell's position is that the customer's tire was beyond repair. Woodlawn Shell tried three times to repair the tire, but the patch would not hold. When they suggested a replacement tire to the customer, the customer became angry and left without paying anything for their services. Although the tire was not plugged or patched, it is customary for the customer to pay for time rendered in these situations. The customer refused to pay and drove off.We believe this complaint is based on the customer's irrational belief that Woodlawn Shell treats their customers differently based on the customer's gender. This accusation is without any merit.Woodlawn Shell and its current owner/operator have been in business for over ten years and have built a strong reputation in the community to be fair and thorough.If you have any follow-up questions or concerns, please contact me at this office via mail or email.Thank you.Sang Y, Esquire

Review: On January 29, 2014 at 4:19 p.m. I went to the Shell gas station on [redacted] to get gas that was advertised for $3.23 per gallon. After swiping my credit card and selecting the 87 octane button, I noticed that the pump read .05 instead of 0.00. So, I went inside to inform the cashier. I was not given a credit for the extra .05 charged to my credit card, and the cashier acted like he didn't know that there was a problem with pump 1. The invoice# on my receipt is [redacted].Desired Settlement: I would like a credit for the extra .05 a gallon that I was charged, and I would also request that gas pump 1 be fixed. I don't know whether this gas pump has been rigged to start at .05 today, or has been this way for awhile. However, it is dishonest to advertise $3.23 per gallon of gas,and then charge customers an extra .05 because you don't know something's wrong with the pump, or you think no one will notice/complain.

Consumer

Response:

As of March 3, 2014, I have not been contacted by Shell Gas Station regarding complaint ID [redacted].

Regards,