Complaints

• Initial Complaint

  12/09/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  Their gas pump failed to stop once tank was filled causing an overflow and flooding of my car This resulted in my car breaking down. The manager onsite working witnessed this along with his wife and the owner refuses to take responsibility.

  Business response

  12/31/2024

  We take all customer concerns seriously and try our best to ensure that everyone has a safe and positive experience at our gas station. After reviewing the situation thoroughly, including surveillance footage, which we are prepared to provide, we would like to clarify the situation.
  On the day of this incident, the weather conditions were extremely cold, which caused the gas pumps to function more slowly than usual. Due to this issue, we had to restart the pumps in order to return them to its regular speed, we informed this to the customers getting gas (as seen in the attached surveillance, the woman in the red was notifying our customers)
  We attempted to notify the customer while he was at the pump. However, as their vehicles windows were heavily tinted, and the engine was running (which is a safety error in itself, for reference it is the vehicle in the black vehicle closest to the door), it was not possible to confirm if they noticed our presence or our attempts to communicate without invading their privacy. The customer was sitting in their car for 49 minutes waiting for their gas to finish pumping, he would not come inside therefore we were unable to tell him. Additionally restarting all gas pumps required the customer to return the nozzle to the pump, which delayed service for other customers and resulted in a loss on our part.
  Surveillance footage shows that the gas nozzle was less than halfway inserted into the customers vehicles fuel tank during refueling. This improper insertion prevented the pumps automatic shutoff mechanism from functioning correctly, leading to the small overflow less than 100 milliliters based on the footage. It is important to note that no prior issues of overflowing have been reported with our pumps.
  We understand his concern about his vehicle and we value this customer and appreciate their long-standing relationship with our business. However, given the evidence and the established practices for fueling, we must reiterate that the incident was not due to equipment failure on our end.

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