Better Way Food Mart # 4

Business Response to a Complaint Complaint ID#: [redacted] Company Name: Better Way Food Mart Company Contact: Company Phone: ###-###-#### Company Email: [redacted] Person Who Sent the Complaint: [redacted] Staff Member: Response: Our position is the same as explained in the initial responseWithout a sample of the questionable fuel being tested by an independent lab along with the fact that this is the only complaint about tainted fuel, we do not believe there is evidence that the bad gasoline came from our locationI know that the complainant stated that she is not concerned that nobody else had bad gasoline from here at this time, but it is relevant because once again if the gasoline was bad it would have effected more than just one vehicle Sent on: 6/27/9:36:AM

I have reviewed the response made by the business in reference to complaint ID ***, and have determined that this proposed action would not resolve my complaint. For your reference, details of the offer I reviewed appear below
Multiple attempts to contact the business were madeNo one would answer the manager phone lineI contacted Marathon's Customer Service to resolve this issueAttached is all of the paperwork faxed to MarathonThe dealership's invoice states fuel foul and fuel contaminationI purchased gasoline from Better Way Food Mart on 6/6/My vehicle had to be towed to the dealership on 6/7/The dealership determined it was contaminated gasoline the next business day, 6/9/I am not concerned if no one else has complained, I am only concerned about the damage caused to my vehicleBetter Way is not taking this issue seriously for a company that does not want to leave a customer unsatisfiedA full refund for all damages is the only appropriate action on their partIf the Revdex.com or Attorney General's Office is not able to produce the appropriate results, I will be forced to go to small claims court
Regards,
*** ***

I have reviewed the response 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.
Marathon's customer service did request for me to provide the sample myself. I was told they would reach out to the station and do the necessary reports and testing. Marathon's customer service only requested a copy of my bank statement, towing expenses, dealership invoice and a written statement. All of these items are attached. My vehicle was towed to [redacted] and they determined it was contaminated fuel, drained it and disposed of it however they are supposed to by law. It is completely unreasonable to expect me to provide the sample. How was I supposed to obtain the sample, ask [redacted] to put some in a ziplock bag? I will not except Better Way's poor excuse that I did not provide the sample. My dealership invoice clearly states fuel foul and fuel contamination. Contaminated fuel was purchased 6/6, vehicle has to be towed 6/7, [redacted] determined it was contaminated fuel the next business day 6/9. Better Way is being unreasonable about the me, the customer, providing a sample. It is an unrealistic expectation they are just trying to use to avoid paying me for the damage caused by their contaminated gasoline.
Regards,
[redacted]

Business Response to a Complaint
...


Complaint ID#:


[redacted]


Company Name:


Better Way Food Mart#4


Company Contact:


[redacted]


Company Phone:


###-###-####


Company Email:


[redacted]


Person Who Sent the Complaint:


[redacted]


Staff Member:



Response:
The complaint is in regards to a vehicle having engine problems after using gas purchased at Better Way Food Mart. The store was never contacted about the incident but the customer instead called Marathon direct, which is fine. Their position in incidents such as this is the following 1) a sample of the gasoline in question would need to be obtained and an analysis done to determine if in fact there was an issue with the gasoline. None was provided 2) if there is just a single incident in regards to an issue like this, Marathon's position is that it is unlikely to have come from the location in question. Our location fuels 200-300 vehicles daily and if the gasoline was bad the logical assumption is that many vehicles would be affected by the gasoline, not just one. We never want to have a dissatisfied customer from an experience at our store. However there are many things that can cause events such as this and unless the above two criteria are not present, we do not believe that our gasoline was responsible for the engine trouble that was incurred.
Sent on: 6/20/2014 10:29:35 AM

Business Response to a Complaint
Complaint ID#:


[redacted]


Company Name:


Better Way Food Mart


Company Contact:



Company Phone:


###-###-####


Company Email:


[redacted]


Person Who Sent the Complaint:


[redacted]


Staff Member:



Response:
Our position is the same as explained in the initial response. Without a sample of the questionable fuel being tested by an independent lab along with the fact that this is the only complaint about tainted fuel, we do not believe there is evidence that the bad gasoline came from our location. I know that the complainant stated that she is not concerned that nobody else had bad gasoline from here at this time, but it is relevant because once again if the gasoline was bad it would have effected more than just one vehicle.
Sent on: 6/27/2014 9:36:45 AM