B&B Automotive

Initial Business Response /* (1000, 16, 2017/05/24) */
On April 19th, consumer *** was granted goodwill Esso Extra points for his experience at the station
Initial Consumer Rebuttal /* (2000, 22, 2017/05/24) */
(The consumer indicated he/she ACCEPTED the response from the
business.)

Initial Business Response /* (***0, 10, 2017/10/24) */
We understand that you have been inconvenienced by a pre-authorization hold on your credit card
Please be advised that whenever a credit card (or a Speedpass linked to a credit card) is swiped or inserted at a fuel pump, a pre-authorization
hold is placed to ensure that there are sufficient funds in the account The amount of the hold is determined by the bank or credit card company and, depending on the type of card used, it can range anywhere from $*** to $*** Note: Most credit card companies release the hold within to business days; however, some credit card companies can take longer to do so
As an alternative, when paying by credit card (or a Speedpass linked to a credit card) you may want to consider pumping your fuel and then paying for the transaction inside, effectively avoiding a pre-authorization hold altogether
Since ***-branded retail service stations are now privately owned and operated, if you wish to discuss this matter further, you may speak with ***, the retail operator, in person or by calling (***) ***
Please note this station is owned and operated by ***'s Convenience Stores Incand they can be contacted at ***
That being said, we apologize for any inconvenience this may have caused

Initial Business Response /* ([redacted]0, 10, 2017/10/24) */
We understand that you have been inconvenienced by a pre-authorization hold on your credit card.
Please be advised that whenever a credit card (or a Speedpass linked to a credit card) is swiped or inserted at a fuel pump, a pre-authorization...

hold is placed to ensure that there are sufficient funds in the account. The amount of the hold is determined by the bank or credit card company and, depending on the type of card used, it can range anywhere from $[redacted] to $[redacted]. Note: Most credit card companies release the hold within 3 to 5 business days; however, some credit card companies can take longer to do so.
As an alternative, when paying by credit card (or a Speedpass linked to a credit card) you may want to consider pumping your fuel and then paying for the transaction inside, effectively avoiding a pre-authorization hold altogether.
Since [redacted]-branded retail service stations are now privately owned and operated, if you wish to discuss this matter further, you may speak with [redacted], the retail operator, in person or by calling ([redacted].
Please note this station is owned and operated by [redacted]'s Convenience Stores Inc. and they can be contacted at [redacted].
That being said, we apologize for any inconvenience this may have caused.

Initial Business Response /* (1000, 11, 2016/06/27) */
Dear Revdex.com:
Re: [redacted]
We sincerely apologize there seemed to by a discrepancy between the fuel flow and price during the time of your visit. Please rest assured that the details of this incident will be brought to the attention of...

all appropriate parties so they are aware of your concerns and we can work towards preventing a similar situation from occurring in the future.

All [redacted] retail service stations have their pumps calibrated and verified on a regular basis. Please note that the sensors used to communicate with the meters are at the beginning of the hoses. When hoses are empty and relatively long, there may appear to be a discrepancy.
Customer reach our Consumer Care via Email on June 16, 2016 for the same complaint. A email was send to customer on June 21, 2016. ([redacted])
Thank you for bringing this matter to our attention.
[redacted]
[redacted]

Initial Business Response /* (1000, 10, 2016/02/16) */
Dear [redacted],
Reference #: [redacted]
Thank you for taking the time to contact Imperial regarding your unsatisfactory experience at one of our locations.
We sincerely apologize that the station's point of sale was unable to process...

your transaction during the time of your first visit and that it was not able to trace the transaction you were referring to during your second visit.
We would like to investigate this matter. To do so, we kindly ask that you provide the following information:
The address of the station in question
The date and time of the transaction
The invoice number (located towards the bottom of your receipt)
Sincerely,
[redacted]
Customer Care Specialist
[redacted]

Initial Business Response /* (1000, 5, 2015/12/04) */
Dear Mr. [redacted]:
Thank you for taking the time to contact Imperial Oil through your Revdex.com.
We are committed to providing you with helpful and friendly service, every time, everywhere.
When you contacted us by phone on...

November 6, 2015, we were sorry to hear that this commitment was not met during your visit to the Esso branded retail site located at [redacted].
Specifically, you informed us that you believe your vehicle was damaged at this location by the blow dryer of the car wash.
As discussed, we contacted the retail site and discussed your comments with the operator, [redacted]. She has informed us of the following:
- The site is equipped with a touchless wash.
- There were no malfunctions with the wash on the day of your visit.
- There is no evidence of impact anywhere in the wash. (Video surveillance was reviewed)
- There is visible signage that says "Due to the wide variety and conditions of vehicles, operator is not responsible for damage".
Based on the information available, no evidence has been found to suggest that the site was responsible for the damages to your vehicle. Therefore, we are unable to offer any financial participation or compensation for your vehicle repairs. If you have any questions pertaining to this decision, please contact [redacted] at ([redacted].
Please note, on November 12, 2015, we have sent you a letter pertaining to this issue and outlining our findings.
We regret any inconvenience this situation may have caused you. We appreciate your business, Mr. [redacted], and hope to serve you again soon.
Sincerely,
[redacted]
Customer Service Specialist
Initial Consumer Rebuttal /* (3000, 7, 2015/12/07) */
(The consumer indicated he/she DID NOT accept the response from the business.)
I understand that it's a touchless wash. However I am not making up the fact that it DID dent the roof of my truck. [redacted]
Final Business Response /* (4000, 9, 2015/12/11) */
Dear Mr. [redacted]:
Thank you for taking the time to contact Imperial Oil through your Revdex.com.
As per our previous communication, please review the following information:
- There were no malfunctions with the wash on the day of your visit.
- There is no evidence of impact anywhere in the wash. (Video surveillance was reviewed)
- There is visible signage that says "Due to the wide variety and conditions of vehicles, operator is not responsible for damage".
There is no evidence to suggest that the site was responsible for the damages to your vehicle.
We regret that you feel we are responsible for the damages to your vehicle and for any inconvenience this situation may have caused you; however, we are unable to offer any financial participation or compensation for your vehicle repairs based on the above information.
We appreciate your business, Mr. [redacted], and hope to serve you again soon.
Sincerely,
[redacted]
Customer Service Specialist

Initial Business Response /* (1000, 13, 2017/01/20) */
Dear Ms. Jones:
RE: File # [redacted]
Thank you for taking the time to contact Imperial Oil regarding your unsatisfactory experience with our car wash at the Esso-branded service station. You already contacted Esso Consumer Care on January...

2nd 2017 for the same complaint to the E-Care Department. We had respond back to you and advised we would address your complaint with the station located at [redacted]
In light of the situation, we did add [redacted] points to your [redacted] on January 6th 2017 (equivalent to 2 free Luxury Car Washes), as a gesture of goodwill.
At Imperial Oil, we continuously strive to provide our customers with quality products and hassle-free customer service. Please know that we draw on comments like yours to evaluate and improve all our products and services. As such, we appreciate the time and effort you have taken to bring this matter to our attention.
Sincerely,
[redacted]
Initial Consumer Rebuttal /* (2000, 15, 2017/01/20) */
(The consumer indicated he/she ACCEPTED the response from the business.)

Initial Business Response /* (1000, 8, 2015/06/19) */
[redacted] at 1:24pm the customer, Mr. [redacted], called the Imperial Oil Customer Care [redacted] stating that he used the touchless car wash, at [redacted]. Approximately halfway through the car wash, he claimed he heard...

a noise and noticed the back of his car's spoiler was broken off.
As the call was concerning alleged vehicle property damage, it was referred to me, [redacted], Customer Service Specialist, for investigation.
[redacted], I contacted the site where the incident occurred and I spoke with the store Manager to advise of the claim. The store Manager advised he will do an investigation into the incident.
[redacted] I contacted the customer, provided him with the file# [redacted] and informed customer of the next steps on the investigation. These steps involved the site Manager taking the lead to review the video footage. I informed the customer we will send him a letter as soon as a resolution is reached by the station Manager on his claim.
[redacted] I received results on the investigation that was conducted at the site, regarding customer's claim. The site Manager indicated his investigation found the site was not responsible for the damages to the customer's vehicle.
[redacted] the letter was sent to the customer advising the result of the site Manager's investigation.
[redacted] the file was reopened under # [redacted]. I contacted the store Manager and Territory Sales Manager to advise the customer had lodged a complaint with the Revdex.com.
I have been advised a decision was taken to have the claim handled by the site's insurance company.
It is my understanding the site's insurance company will be in contact with the customer and/or the customer's insurance company.
[redacted] I attempted to contact the customer via telephone to inform them of the decision however was unable to reach him.
[redacted], I contacted the customer, via telephone, to inform him of the renewed decision that was taken on their claim and provided the insurance claim # [redacted]-[redacted].
Initial Consumer Rebuttal /* (3000, 10, 2015/06/22) */
(The consumer indicated he/she DID NOT accept the response from the business.)
I have not heard from the site nor the site's insurance company as of yet. So at this time still no resolution other then the file has been reopened.
Thanks.
Final Consumer Response /* (3000, 30, 2015/10/06) */
In regards to this file, still no resolution as of yet. After my initial complaint Esso sent it over to their insurance company to handle, however it has been several months with no results. The person at the insurance company that I have been dealing with is:
[redacted]
I am still looking for them to reimburse my insurance company so that the claim is erased from my file and I am still looking to get reimbursed for the $[redacted] out of pocket money I had to spend.
Thanks.
Final Business Response /* (4000, 32, 2015/10/08) */
Good day,
As per our previous communications, this issue is now being handled outside Imperial Oil. If Mr. [redacted] has concerns with regards to how the claim is being handled, we urge him to contact the following party to seek resolution:
[redacted]
At this points, this issue falls under the policies and procedures of [redacted] [redacted]. and there is nothing further Imperial Oil can do to address this matter as this is now an insurance claim.
Thank you.
[redacted]

Initial Business Response /* (1000, 16, 2017/05/24) */
On April 19th, consumer [redacted] was granted goodwill Esso Extra points for his experience at the station.
Initial Consumer Rebuttal /* (2000, 22, 2017/05/24) */
(The consumer indicated he/she ACCEPTED the response from the...

business.)

Initial Business Response /* (1000, 5, 2017/06/16) */
Since Esso-branded retail service stations are now privately owned and operated, please be advised that we have forwarded this complaint to the branded wholesaler.
We have requested the records of the recent pump calibrations and will forward...

them upon reception. Please note this site is owned and operated by[redacted]Initial Consumer Rebuttal /* (3000, 7, 2017/06/21) */
(The consumer indicated he/she DID NOT accept the response from the business.)
This response is unsatisfactory. As I explained to [redacted] who called me from Esso office in New Brunswick, I make it a point to buy gas at esso. I make it a point not to buy gas at small gas pumps such as [redacted],[redacted], etc. etc. It is the esso brand I trusted and it is that brand that has failed me. When I go to the gas pump at [redacted] or any esso gas pump for that matter, where does it state that this is not owned by esso but rather [redacted] convenience? I don't care what licensing and franchise agreement you have in place. Perhaps you need to get your in house counsel on this. But at some point Esso needs to take responsibility and resolve this situation. For instance, I filed complaint with Revdex.com, and the complaint got forwarded to an Esso office in New Brunswick to call me and resolve the matter. It did not get sent to some [redacted] office to give me a call. Why is that? Becuase Esso is at fault. As I explained to [redacted] on the phone, if this matter is not resolved, I will make it a point not only to never ever go to a single gas pump but ensure that no loved ones, family member or friend attend a gas pump.
I practice law for a living and am a social justice advocate. This practice of blindly robbing Canadians is unacceptable.
This matter is not resolved. I do not consider this response satisfactory.
If this matter is not resolved I will send copies of my original receipt and pictures of my car at the gas pump with the reflected charges (as I explained to [redacted] on phone) to all the major media and news outlets in Canada so that consumers may be better protected.
This is a concerned citizen. Thank you.
[redacted]

Initial Business Response /* (1000, 13, 2015/08/21) */
Thank you for bringing this complaint to our attention. We would like to request an extension to respond to these concerns so we may conduct a proper investigation of the issue. If you could please allow us until [redacted] to respond, it...

would be greatly appreciated.
Thank you and have a great day!
[redacted]
on behalf of [redacted]
Initial Consumer Rebuttal /* (3000, 18, 2015/08/28) */
(The consumer indicated he/she DID NOT accept the response from the business.)
The address is [redacted]
Final Business Response /* (4000, 20, 2015/09/02) */
Thank you for providing the necessary information to conduct a full investigation of this incident.
Imperial Oil Limited values its relationships with its customers while providing excellent customer service. We apologize that we did not fulfill the customer's expectations in regards to addressing their concerns at the time of their call. Please know that we have provided coaching to the agent they spoke with.
With regards to the gas prices, we have followed up with the station and confirmed that the gas prices are to be updated at 12:01AM every morning. The station also explained that gas prices change periodically and the sign gets updated multiple times in the course of one day.
If a customer pulls in and the prices change between the moment they saw the street sign and start pumping, there will be a discrepancy.
We do understand that this is a very unlikely circumstance and this is a case of unfortunate coincidence. However, all procedures have been followed correctly.
Nonetheless, at Imperial Oil Limited, we want to make things right with the customer. As we understand the frustration this situation may have caused to the customer, we would like to offer *,[redacted] points so they may redeem said points for a $[redacted] Gift Card or any other [redacted] Rewards they may wish. They may redeem through our website at [redacted] or by telephone at [redacted].
Upon confirmation that this resolution is satisfactory to the customer, we will go forward with adding the points to their [redacted] account.
Thank you and have a great day!
[redacted]
Final Consumer Response /* (2000, 22, 2015/09/04) */
(The consumer indicated he/she ACCEPTED the response from the business.)

Initial Business Response /* (1000, 10, 2017/07/24) */
Thank you for taking the time to contact Imperial Oil regarding your experience at one of our Esso-branded retail service stations.
We apologize that what you experienced during the time of your visit was less than satisfactory.
In reviewing...

the email you sent us, we could not help but notice that some pertinent information was missing.
Since we draw on customer comments to evaluate and improve all our products and services, we ask that you provide us with the following specifics regarding your visit:
" the date and time of your visit
" the address of the station
If need be, you can find the address of any Esso-branded retail service station by using our online station locator: www.esso.ca/en/find-station.