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Chevron Products Company Reviews (9)

From:[redacted] Sent: Thursday, April 21, 2016 8:44 AMTo: [redacted]Subject: Complaint ID [redacted]
 
Regarding complaint # [redacted] from [redacted] about a Chevron Station located in [redacted] California, Chevron has made restitution and the...

issue has been resolved to my satisfaction. Please contact me if you have any further questions.
 
[redacted]

Initial Business Response /* (1000, 11, 2015/08/10) */
August 10, 2015
Revdex.com CASE#: XXXXXXXX
Dear Ms. [redacted],
Thank you for taking the time to contact us regarding your local retailer located in Portland, OR. The company is always actively working to improve service levels and...

your feedback is invaluable.
By law, anybody purchasing tobacco or alcohol should have a valid ID they can present when asked. If customers appear under 30, the employee is instructed to ask for identification (ID). To make sure this is strictly implemented a mystery shopper is sent to the station to check if the station is complying. If an employee is caught selling without asking for an ID, for the first offense, the employee will be suspended for 3 days. If the same employee is caught for a second offense, he will be terminated and a 5 day suspension for the manager will be given. If the station is again caught selling the products without asking for ID, but there is a different employee, then the manager will also be suspended. For stations owned by Chevron, there are stickers everywhere informing the public of the ID policy.
There are state laws (i.e. California and Oregon) that prohibit selling of tobacco and alcohol to minors (under the age of 18). If a business owner is caught selling tobacco and alcohol to minors, they will be fined up to $1,000 and sentenced to no more than 6 months imprisonment.
Another, reason why a station employee [redacted] ask for ID, even if it is very evident that the person buying is 30 years old or older, is because of a suspected 3rd party selling. This happens when a younger person (minor) asks an older person to buy him tobacco or alcohol.
Some stations [redacted] get some information from the card but rest assured that the only information they record is the date of birth. Some stations have computer system that prompts for this information. When the attendant enters the date from the identification, the computer calculates the age automatically. This prevents the attendant from having to figure the information out in error.
Thank you for taking the time to contact Chevron regarding this policy. We apologize that we cannot be of additional assistance.
Sincerely,
[redacted]
Consumer Connection Center Specialist
Chevron Products Company, a division of Chevron U.S.A Inc.

Initial Business Response /* (1000, 12, 2016/02/01) */
Dear Ms. [redacted],
Thank you for contacting Chevron regarding your recent visit experience in one of our service stations. It is very difficult to be knowledgeable of all events at all stations, however, customers such as you enable us...

to take corrective action and make necessary improvements to the station's operation.
Kindly provide us the following information for proper documentation and escalation of your feedback.
Requested Information:
- Station ID#
- Complete service station address
To help you identify the facility involved, please refer to the Station Finder link provided below:
http://www.chevronwithtechron.com/findastation.aspx
http://www.texaco.com/find-station.aspx
Please respond back to the Consumer Connection Center team at the following email address: [redacted]@chevron.com. Please do not forget to include the assigned case number in your e-mail communication for easy reference; we will be in contact with you again upon receipt of the station profile.
We sincerely value you as a customer and hope this incident will not keep you from patronizing stations in our retail network in the future.
Sincerely,
Consumer Connection Center Specialist
Chevron Products Company, a division of Chevron U.S.A Inc.
Initial Consumer Rebuttal /* (3000, 14, 2016/02/02) */
Good morning,
Thank you for you quick response. As requested, the station ID and address are below:
Station #: Chevron Station #XXXXX
Address: [redacted] Road, [redacted], ** XXXXX-XXXX
Thank you again,
[redacted]
[redacted] D. [redacted]
Final Business Response /* (4000, 19, 2016/02/29) */
A response was sent to the customer directly regarding the concern about the missing phone. The station had already addressed the issue with the customer before the Revdex.com was contacted. We forwarded the Revdex.com claim to the station and asked them to respond in 10 days to which we never received a response. The customer was also advised that the station was independently owned and that it was the retailer's responsibility to resolve any issues occurring on their property. The customer was advised after 10 days that we had not gotten a response from the station and we recommend that you contact the retailer directly or pursue through alternate channels. Please see the attached emails in letter form that were sent to the customer.
Final Consumer Response /* (3000, 21, 2016/03/01) */
The business did not send me a response. However, I have been informed by my attorney to file a warrant at the police station against the employee because the phone was stolen.

Response to Revdex.com Complaint # [redacted].
The Consumer Connection Center received this consumer feedback on June 14, 2017 and we are working on this case. This station operates independently and we are going to forward the concerns to the station retailer representative. We will be in contact with the...

customer for an update.

Initial Business Response /* (1000, 5, 2015/12/21) */
Dear Mr. [redacted],
Thank you for contacting Chevron regarding your recent visit experience in one of our service stations. It is very difficult to be knowledgeable of all events at all stations, however, customers such as you enable us to...

take corrective action and make necessary improvements to the station's operation.
Kindly provide us the following information for proper documentation and escalation of your feedback.
Requested Information:
- Station ID#
- Complete service station address
To help you identify the facility involved, please refer to the Station Finder link provided below:
http://www.chevronwithtechron.com/findastation.aspx
http://www.texaco.com/find-station.aspx
Please respond back to the Consumer Connection Center team at the following email address: [redacted]@chevron.com. Please do not forget to include the assigned case number in your e-mail communication for easy reference; we will be in contact with you again upon receipt of the station profile.
We sincerely value you as a customer and hope this incident will not keep you from patronizing stations in our retail network in the future.
Sincerely,
Consumer Connection Center Specialist
Chevron Products Company, a division of Chevron U.S.A Inc.

Initial Business Response /* (1000, 17, 2016/02/29) */
For this case, we also managed the notice directly with the retailer and this consumer also contacted us directly outside of also contacting the Revdex.com so we managed it internally as well. We presented all concerns to the retailer and at this...

time are unsure if it is resolved as the retailer has not responded.
Initial Consumer Rebuttal /* (3000, 19, 2016/03/01) */
(The consumer indicated he/she DID NOT accept the response from the business.)
The retailer never contacted me. I sincerely doubt they will, it was apparent at the time we originally contacted them about the problem they did not care about the us timer. Unfortunately this reflects on Chevron's name as no one knows the who the retailer is, and Chevron has lost all of our business since the incident.

Revdex.com:I have reviewed the response made by the business in reference to complaint ID [redacted], and find that this resolution is satisfactory to me. Sincerely, [redacted]

Initial Business Response /* (1000, 5, 2015/08/17) */
In order to address this consumer's concern, we needed to identify which service station she is referring to. We left her a voicemail message on 8/5 and 8/10 and sent an email on 8/13 but have gotten no response to date providing us the...

additional station details. 96% of our retail stations are independently owned, and until we know the station, we cannot begin to get the concern to the proper individuals. We are [redacted] to proceed with having these concerns addressed if we get this information, however, at this time we have closed our case.
Initial Consumer Rebuttal /* (3000, 7, 2015/08/21) */
(The consumer indicated he/she DID NOT accept the response from the business.)
The address was provided in the initial report. Here it is again.
Chevron
XXXX XXXth Ave SW
[redacted]
Final Business Response /* (1000, 11, 2015/09/25) */
Thank you for taking the time to contact us regarding visits to your local Chevron retailer located at XXXX XXXth [redacted].
Chevron is committed to providing safe practices and excellent service to all our customers and when this is not afforded we are very disappointed.
We would like to explain that an independent Chevron retailer doing business as Little Rock Grocery owns this station. As the property owner, the independent Retailer is responsible for resolving any issue occurring on the station's premises. We have forwarded the consumer's comments to the station retailer who stated that they would contact the customer to discuss her concerns.
Thank you again for bringing these concerns to our attention so that we can inform the proper independent station personnel.
Consumer Connection Center
Chevron Products Company, a division of Chevron U.S.A Inc.

Initial Business Response /* (1000, 5, 2015/05/05) */
[redacted] 5, 2015
Revdex.com Case # XXXXXXXX
Dear Mr. [redacted],
Thank you for taking the time to contact Chevron regarding the pre-authorization amount placed on your bank account after a fuel purchase.
When a credit and/or debit card...

is swiped at the pump, Chevron and the card brand sends the user's card issuer (the bank) a pre-authorization for the fuel purchase for a set amount. Once this pre-authorization is approved, the customer is able to pump the fuel for their vehicle. The actual purchase amount is transmitted back to the card issuer within 24 hours, depending on time of the transaction and the original pre-authorization is removed from their account. However, in some cases, banking institutions [redacted] hold this pre-authorization amount until they receive the notification of the final purchase amount or beyond.
For American Express, the amount of "hold" is $100 and lets customers purchase up to $100. This is based on what the bank thinks is a reasonable fuel purchase amount. They [redacted] be held for up to 7 days before the bank/issuer releases it, but again, this hold length is up to the issuer. You [redacted] discuss the matter with your bank to learn why the holds are lasting so long. Many banks print their customer service phone numbers on the back of their cards.
We apologize if this process caused you an inconvenience. Thank you again for your feedback and for giving us the opportunity to respond to your concerns.
Sincerely,
[redacted]
[redacted]
Consumer Connection Center Specialist
Chevron Products Company, a division of Chevron U.S.A Inc.

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Address: 145 S State College Blvd Ste 400, Brea, California, United States, 92821-5833

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