Anderson Davis Shell

Review: On 9/6/2015 I paid to have my car washed in the automated wash. The wash equipment failed to work properly on a vehicle two cars in front of mine. I went in and requested a refund, as did one other customer. The clerk refused to give a refund and refused to call a manager for further guidance. Clerk was aware the wash equipment wasn't working properly when he sold me the wash; I discovered this once I requested a refund. Not only would the clerk not offer a refund, he would not close off access to the wash so others wouldn't fall prey to this dishonest practice.I have left several messages on the Anderson Shell voicemail, but have not received a response. Anderson Shell is listed as DBA as Albrite Corp. with the City of Davis.Desired Settlement: A refund is all that is requested. I would hope the clerk, who may be a relative of the business' owner, could receive further customer service training. Though, based on his inability to grasp the simplest of customer service concepts it may be a wasted effort.

Consumer

Response:

Consumer states that he has been contacted directly by the business. Business informed customer that they would be addressing the situation with that specific employee and follow up with any further appropriate training.In addition, business offered consumer a refund in the form of Shell gift cards which the consumer has accepted and considers the matter resolved.

Review: I tried to buy a car wash at the pump and got an error on the receipt. I went inside and asked if the car wash was working, he said it was and I paid him in the store for it. When I pulled around it was out of service. Inside he said that his manager had a policy of no refunds even if the car wash was down. My only hope was to come another day the car wash might be working and use the code. But by the looks of it the car wash has been out of service for some time now.Desired Settlement: I've been to this gas station multiple times, but it would take more than a full refund now not to go to the [redacted] next door.

Business

Response:

Dear [redacted]:

Thank you for taking my call today. I have had an opportunity to research this matter, and I would like to share our results. I spoke with our Store Manager, and he confirmed that he was also aware of this Customer’s Complaint. First, the Manager is not sure why the Cashier would have told the Customer that we could not refund his car wash. In the event our car wash is down, our Cashiers are instructed to:

1) Remind the Customer that the Car Wash Ticket does not expire. If the Customer chooses, they can come back to the store in a day, week, or even months later, and the ticket will still work.

2) Offer the Customer a full refund of their unused car wash ticket. Because the Car Wash was down in this instance, the Customer appeared to have not used the wash, and therefore, should have received the refund he requested.

The Manager spoke to his Cashiers to confirm their understanding of the situation, so that this issue does not arise in the future. Therefore, our Gas Station can offer the Customer a full refund of his unused car wash ticket. Please convey our offer to the Customer. We apologize for his negative experience, and look forward to working with you to resolve this matter.

Regards,

Consumer

Response:

I have reviewed the response made by the business in reference to my concern, and find that this resolution is satisfactory to me.

They apologized and issued a refund. As well as advised their employees to follow proper policy going forward.

Review: On all the gas pumps, Shell advertises express car washes for $6 with a fill up. But they charge $7. I have been in at least 3 times to complain and they point to the advertising poster in the store, which shows $7. Some times they have refunded the $1, but tonight the clerk tried to argue with me that I should pay for gas in the store and then I would have known. Other times they have claimed that they haven't gotten around to updating the posters on the pump. But this has been going on for probably at least a year.Desired Settlement: They need to update their advertising posters and quit ripping off people. Most probably don't check their receipts.