ComplaintsforShell

• Initial Complaint

  08/31/2021

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  On 8/29/21 @ 6:40 pm, I drove into the Circle K/Shell Gas station to fuel up. my 14 yr old son went I into pay with $30 and asked for $25 on pump one ($25 on 1). At 6:41 pm my son enters and comes out at 6:42pm. meanwhile my 17 yr old attempts to pump but has trouble. 4 min later at 6:46 pm he enters the store to tell the clerk victor, Aka "Tito" that there is a problem. Tito alleges that my 14 yr old told him pump 5. So we move our car to pump 5 and try but no gas comes out. I now enter the store to talk to Tito who calls the store manager Sam who tells Tito that if after reviewing the security film it looks like someone pumped the gas, shell gas will not give me my money back or give me gas. So I call the police, event # *********, and am told by the police that it is clear neither I or the other car acted in a malicious manner to steal gas but the clerk and manager Sam continued to refuse to refund my money or give me my gas

  Business response

  10/04/2021

  Business Response /* (1000, 5, 2021/09/03) */ Hi, Victor confirmed that the 14 years old kid said pump #5 and he prepaid the $25 the amount on pump #5. Then another car parked on pump #5 and got the gas and left the scene. 6 minutes later ( I have a copy of the security cameras) and after the other car left the scene, the customer came in asking for the gas. It was not Victor's fault so he did not agree to pay for the kid's mistake. The police officer saw the security cameras and he told me on the phone that the other car driver took the gas by mistake. I have a witness who is a customer that was at the store at that time. His name is Adam and his phone number is XXX XXX XXXX. Customers tell wrong pump number by mistake very frequent. Other customers leave the gas station without pumping their gas then come back later asking for their gas which somebody else had taken and left the scene. For me as a penny commission gas dealer I can not afford paying for customers' mistakes. Though the customer made another complaint to Shell. Shell contacted me and requested me to pay the $25 back to the customer. Although it is not fair for me but I agreed and sent the money to Shell. It may take few days till the customer receive the $25. Consumer Response /* (3000, 7, 2021/09/06) */ (The consumer indicated he/she DID NOT accept the response from the business.) First of all, Victor alleges that my son told him the wrong pump number. None of the video had audio to prove that my son said pump 5 and not pump 1. So it is or presumptuous to accuse my son of lying or making a mistake and until that can be proven by audio then i think the owner, manager and Victor need to refrain from saying that. In the time I waited for Victor to review the security camera he made numerous mistakes with at least 4 customers. Again, this proves to me that it was very likely he could have made the mistake, but because he is new he does not want to admit that. Additionally, on september 2nd, John from Motiva Enterprises contacted me to apologize by the lack of customer service from this station and and agreed that this wholesaler should have settled this before I called the police. This wholesaler never contacted me, apologized or sent any money. Although John said he would pay with a shell gift card, I have yet to receive it. Furthermore, I am told by John that the wholesaler continued to argue that he should not have to pay proving there is no customer service. Business Response /* (4000, 9, 2021/09/13) */ Hi, First of all, we have never accused the customer or her son with anything. We have never said that the customer or her son lied! But the customer is the one who accused Victor! There is no reason for Victor to prepay on pump #5 if he was told to prepay on pump #1. As the customer mentioned the Video has no audio, I can not neither confirm it was the child's mistake nor confirm it was Victor's mistake. But from my 16 years of experience It looks like it was the child's mistake because Victor had no reason to prepay in wrong pump ( pump #1 key is away from pump#5 key which makes me convinced that Victor did not touch the key of pump #5 by mistake). Anyways Motiva Enterprise blamed me for not fixing the issue immediately and forced me to pay the customer back her $25 (This $25 is equal to the store's commission of selling more than 833 gallons of gas!) I gave the money to Motiva Enterprise. I believe that the customer should receive her money soon. I do not want to spend more time arguing about this issue. With all respect what does the customer need now? Consumer Response /* (4200, 11, 2021/09/16) */ (The consumer indicated he/she DID NOT accept the response from the business.) I would like an apology for having to go through the hassle of waiting 2 hours for the police to arrive and for having to spend time researching, calling and writing complaints. the wholesaler obviously does not value his customers and seems to think his time is the only time that is precious. My time is valuable as well. I have received a gift card in the amount of $25 dollars from John at Motive Ent who said the funds were coming from his own pocket. This wholesaler sent me nothing, not even an apology and I will continue giving poor reviews on this station until there is a sincere apology. by the way, in the time i waited for victor he made numerous mistakes with several customers, so it is poor judgement on your behalf to think Victor is incapable of making mistakes. I thought only Jesus was perfect. I did not know Victor and yourself think yourselves perfect and incapable of making a mistake. Sorry to tell you that you did and unfortunately it has cost you. Business Response /* (4000, 13, 2021/09/22) */ Hi, First of all, I am not wholesaler , I am a 3 cents commission gas dealer (I get 3 cents commission for selling a gallon of gas). Second, the gift card of $25 that you had received came from my store's budget. John of Motiva forced me to give it to you against my will. I activated the card my self and my proof is that I can tell you what does the gift card look like, the gift card is not the regular Shell gift card but it is a limited time edition of gift cards that has the image of the coming holidays season! Right? You say you think that only Jesus is perfect which is not true, you think that your minor child is perfect too! Victor has a long experience working for Seven Eleven and Speedway before joining my team. I see him every day and he is doing a great customer service. If you say that he made several mistakes during your visit, I can tell how much pressure you did put on poor Victor! The same pressure that you are putting on me now! Look to your attitude! You were not at the store when your minor child ordered the prepay, and you got your money back, though you are doing all what you can to harm my store by complaining my store to every available authorities and leaving awful reviews on my store! If you think that I can not defend myself, you are right!!! I can do nothing! But remember that God is over there watching your extreme reactions. There is Karma and one day, you will get falsely accused and you will not be able to defend yourself! Consumer Response /* (4200, 15, 2021/09/27) */ (The consumer indicated he/she DID NOT accept the response from the business.) I need say nothing more. He has given a lot of insight into his own business and his character. I rest my case. Business Response /* (4000, 17, 2021/09/29) */ Hi, What am I required to do now? I am waiting for justice to come from heaven! Please let me know the next step on this case.

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