Shell

Review: I pulled into the Shell Gas Station at [redacted], I swiped my credit card to pump gas, when I wanted to stop I couldnt, the handle was stuck, I had an overflow of gas that spilled out on the ground, and went all over my uniform, 7.00 dollars went into my tank 23.00 on the ground, I was instructed to call [redacted] the next morning, he was not cooperative, and stated that he was not responsible because it is self serve, it was not my fault that he had defective equipment , he didnt have a emergency button within reach and the help button on the tank didnt work, I had to run in the store to get help.Desired Settlement: I would like a refund of my money, because this incident was no fault of my own.

Business

Response:

[redacted] from the business called and stated that the consumer came and got gas on 5/28/14 at 4:11pm and only wanted $7.00 worth. This gas station sees 600-700 cars a day and the other customers before and after the consumer used the pump had no issues with the pump. If the consumer would have spilled 6.8 gallons of gas on the floor which would have caused the gas station to call the fire department and shut down to be able to clean up. [redacted] stated that the employee went out and put sand down to clean it up because their was not 6.8 gallons worth of gas on the floor. The pump are inspected everyday which is required by the state. When [redacted] went a checked on the pump, there were no problems.

Consumer

Response:

I have reviewed the offer made by the business in reference to complaint ID [redacted], and have determined that this proposed action would not resolve my complaint. For your reference, details of the offer I reviewed appear below.

[Provide details of why you are not satisfied with this resolution.]

Regards,

Review: 1:no sign posted at pump stating that prepay is required. 2:attendant rude in language and demeanor. 3:due to pouring down rain, in no adequate shelter, became soaked waiting for pump to turn on. sign on read out said "one moment please." when I went into the station and asked attendant, who I believe is the [redacted], to turn on the pump she said in a nasty tone I had to prepay. she said I should have known this. she did not apologize or in any way recognize the inconvenience or physical distress I was in. I have a bad cold. I am sure it will now be worse.Desired Settlement: forward this complaint to shell corporate please. their website ways to contact the station, but I believe the [redacted] committed the outrageous behavior and therefore would not cause any change to happen. if I were shell I would revoke their license. customer service should mean something to someone.

Consumer

Response:

[A default letter is provided here which indicates that the business has not responded to you directly. If you wish, you may update it before sending it.]

At this time, I have not been contacted by Shell regarding complaint ID [redacted].

Regards,

Review: I purchased a car wash from the station, the car wash was not working properly and the red stop light did not go on when I pulled, resulting in me pulling in too far. 1/3 of the way thorough the car wash I could faintly hear someone yelling, I looked back and someone at the entrance of the car wash was waving their arms. I could not understand what they were saying, but it looked like they motioning to me. I was very concerned that I could not hear them and rolled down my window, immediately getting sprayed by the car wash. Not only was the inside of my car damaged but me cell phone was damaged as well. I screamed and pulled out of the car wash. I had to make a trip around the block to get back to the car wash. When I got back the gentleman working there made me stand there soaking wet and then was extremely rude. When I asked for the name of the manager or owner of the station to discuss the damage the worker said he can not give out that information.Desired Settlement: I would like to speak to someone in regards to a refund and to discuss damages to my personal property.

Review: I used the car wash and a hose became entangled in the brushes and dented the side and rear of my vehicle causing almost $1500 in damage. I sent my complaint to Shell with no further response. Next step is to sue Shell as advised.Desired Settlement: repair my vehicle

Review: I was overcharged 30 cents a gallon at the gas pump. I reported to clerk before leaving. Clerk said too bad you should have double checked price before you started to use the pump. I was overcharged $5.14. I would think other customers were overcharged as well since someone else came in to complain about the same thing while I was there. I want the money I was overcharged back.Desired Settlement: I would like the money I was overcharged back.

Review: My expedition went through their car wash and I followed all of the directions and it ripped off my passenger mirror. Now they are not getting in contact with me for repairs and no one is following up with me. They are responsible because it wasn't my fault. I followed the directions and have gone their dozens of times. They will not be getting my business any more.Desired Settlement: All I want is for them to replace my passenger mirror because I can't dish out several hundred dollars to do so. It's an expensive mirror.

Review: I stopped at this location because the price was advertised at $3.38. I used my gas reward points that should have brought the cost down to $3.08 per gallon. I noticed that the pump did not reflect that. When I notified the clerk, he saw the error and brought it to the managers attention. She then told me that the advertised price was wrong and that they were having technical issues with the signage. As I was speaking with her, the attendant went outside and changed the signage with some sort of remote. When I asked the manager to be compensated for the price difference, I was told that she could not and would not give me the difference. The manager told me that it wasn't that big of a deal. I expressed that the signage was false advertisement and had I known the price was higher, I would not have stopped at this location. I asked for the number to corporate. The manager gave me a number that was for booking a cruise. I then went back in for the correct number. The manager was very rude and pointed to a sign that had the number on it. I informed the manager that the number she gave me was different (and wrong). I called the correct number and placed a complaint to the corporate office. There were unable to assist because this location is independently owned. I went on about my day. On my way home (the same day) I drove past the location and to my surprise the gas price was displaying the lower price again! They are displaying a lower price to lure customers in; with the hopes the do not notice the difference in prices. This is unacceptable and the customer service I received by the attendant and manager was very unprofessional.Desired Settlement: I would like to be compensated for the difference in price that was advertised and what I actually paid. Either a monetary refund or to have the difference taken off of my next purchase of gas at that location.

Review: I purchased a car wash code when filling my gas tank. The waiting line for the car wash was very long that day, so I returned a few days later to use my code. The car wash was not working that day, and my code was about to expire. The manager refused to refund my money, instead providing me only with a new code for me to return again. (I had already entered my code into the machine, as there was no sign, cone or other indication that the car wash was out of service.) I have a three month old child and do not have time to keep driving to the gas station to check when the car wash is in service. I requested a refund several times and was repeatedly denied. Essentially I was sold a service that I paid for, and when that service was unavailable for use, I was unable to recoup my money.Desired Settlement: I would like the money paid for my car wash refunded.

Business

Response:

March 14, 2014

We have receive the attached letter regarding complaint id [redacted]

Please be advised that this issue has been resolved with customer. She was issued a refund for the car wash on 03/08/2014,

IF you require further Information, please fax your request to my attention @ fax # ###-###-####.

Review: On Wed., Jan. 29, I arrived at the station to get a car wash. I asked for the $7 wash and after the attendent kept insisting, I bought the $8 (so my car would dry off and not freeze). I entered the wash and afterwards, I noticed the car wasn't drying. I then backed up to see if I had missed the dryer and it wasn't working so I proceeded out of the car wash when the door slammed shut on the hood of my car. I panicked and didn't know what to do so I backed all the way up and the door slammed shut. I called and texted my family, blew the hood and called the police. Everyone arrived and asked the attendeant to open the door to let me out and they said I and the guy behind me had to back out. We went into the store and when the guy asked for their money back because of the incdient, they blamed me, never apologized. I asked for the manager and was told he wasn't there. The police asked and they called the manager. The police took the report and said I should call in the morning. I called everyday (except Sun.) and left messages I finally got a hold of him on Mon., Feb. 3. I stopped past to speak to the manager and all he did was give me $10 for a car wash (after I said I'd never use their car wash again) and some crazy glue for the emblem. I called the [redacted] dealer and they explained that it would cost $25 for a new emblem. I explained to the manager that crazy glue wouldn't work becasue it was bent. He wouldn't hear of it so he closed the door in my face. I called the police and finally left after 30mins. because the owner and people hanging outside was smoking which is very dangerous.Desired Settlement: I would like for my car to be repaired. Install a new [redacted] emblem and remove the black scratch both on the hood of the car. The owner bent back partially the part of the tag that was bent.

Business

Response:

Dear [redacted],

I am writing you in response to the letter received from you stating complaint about our Car wash at the above address. The complaint was submitted on 2/4/2014 and it ID is [redacted].

The incident happened due to failure of the customer to follow the car wash instructions displayed very clearly in the entrance and at the exit. It is a self service automatic car wash and customer has to follow the clearly displayed instructions and cautions in order to get a proper and safe car wash service. Also for any questions or problems car wash receipt displays a contact number to call for help. That day we served approximately 80 cars in that car wash. All the customers had their car washed properly and safely. As the customer in her complain mentioned that when the dryer was not working she backed her car in the car wash. The door of the car wash is an automatic door after the exit light is displayed the door opens itself and if the car moves it triggers the motion sensor sending a signal to close the door. Once the exit light is displayed the door is opened and the car moves towards exit and then the car is not suppose to back up. Clearly the customer moved towards exit and then decided to back up and stop under the car wash door. Due to this mistake the door automatically closed on her car. Also caution displayed in the entry clearly states that do not stop your car under the car wash door and if for some reason the door closes on the car do not move your car, call at the number on the receipt for help.

If the customer had called at the given number for help she would have avoided the incident. It is clear that she did not follow the instructions displayed at the car wash and it was her mistake that she moved the car with out following proper instructions. We served quite a few customers after this incident and no one had complaint about dryer or any other issues. We believe in customer service and their satisfaction. We work diligently to serve and retain customer loyalty. We regret that the customer did not had satisfactory experience. For the best customer service we refunded her $10 instead of $8. The next day she called to inform us that [redacted] dealer explained to her that it will cost her $30 which we agreed to pay. But when she came to collect $30 in the evening she stated that now the [redacted] dealer is saying it cost $300 plus. Then she stated if we don't pay her $300 we should give her our insurance information which we did gave her. We are still willing to pay her $30. If you have any questions please do not hesitate to contact me. Thank you.

Regards,

Manager Kent Land Village Shell