CST Brands, Inc.

***-I received the update from the Revdex.com system regarding Mrs***’ “rejection” of my response My follow up response is she really didn’t give us adequate time to look into this and will be hearing from us soon Our HR department is investigating. Thanks-*** ** *** ***SrManaging Counsel • CST Brands

First, I wanted to apologize to you and the claimant for our initial lack of response. We have been going through a number of changes and it appears your original email(s), while received at an active email address, were never actually received (and/or put in the hands of my department).
I acknowledge that is not a sufficient excuse for not responding promptly; nonetheless, I wanted you and the claimant to be aware of that, so you both understand that the lack of response was not driven by a lack of concern regarding this complaint. Second, I want you and the claimant to understand that our company’s success is dependent upon the satisfaction of our customers. As a result, we take every customer complaint very seriously. Now that we are aware of this complaint, we will immediately initiate an investigation and will work to provide an expeditious response. As you may be aware, we have many store locations. In order to expedite the investigation, we will need from the claimant the exact store location of the incident. Once we receive that information, we will begin our investigationIn the meantime, please do not hesitate to contact me directlyRegards,

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. We were contacted and were pleased with the resolution.
Regards,
[redacted]

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.
Regards,
[redacted]

Ms. [redacted]:Thank you for taking the time to speak with me today regarding the above-referenced complaint and, again, I apologize that no one from my company has gotten back to you sooner.  Please rest assured that we take any customers complaints very seriously and will give this immediate...

attention.  As we discussed, as soon as I received this, I passed it along to our HR and Customer Service departments for investigation/comment.  My expectation is that they will be in contact with Mrs. [redacted] very soon.  In the event Mrs. [redacted] expresses a continued dissatisfaction with our response to this matter, please do not hesitate to reach out to me directly.Thank you-[redacted]Sr. Managing Counsel • CST Brands         Office: [redacted]Cell: [redacted]

Greetings-Upon receipt of this Revdex.com compliant I had this matter researched by our Risk Management Department.  The facts in the complaint match up with our records as well as our protocol for these types of matters.  We see these types of matters with some degree of frequency and we take...

them all very seriously.  However, it's a common notion in our industry that "real" bad gas claims don't happen on a one-off basis.  On rare occasions, there have been problems with the product we purchase, or the delivery itself; however, when that occurs we see numerous cars experience damage in the same short time frame.  The subject case involved one car, with no other reported damaged cars.  So, we follow our standard investigation process: (1) take readings from the tank-monitoring computer (2) confirm the volume a gas sold from the last delivery to the time the customer made the purchase (3) research any other complaints from the subject station.  In this case, the monitoring data was good, there had been numerous other purchases from the same tank/dispenser, and there were no other complaints or issues.  In all likelihood, there was a latent issue with the car that finally manifested itself when the customer filled up at our station.  Nonetheless, we fully appreciate how frustrating this must be for a customer.  Personally, if I filled up my car at a station and it broke down shortly after, I would blame the station and wouldn't want to hear any "excuses". At CST, our Cornerstone customers are primary reason we have a successful business and we do not want a single customer to be disappointed.  As a result (and regardless of the information presented above), I will have one of our adjusters reach out to this customer today and reimburse the requested amount in full.  I hope this is satisfactory to the customer and meets our obligations to the Revdex.com as well.  If additional info is required, I can best be reached at [redacted]

Greetings-
Upon receipt of this Revdex.com compliant I had this matter researched by our Risk Management Department.  The facts in the complaint match up with our records as well as our protocol for these types of matters.  We see these types of matters with some degree of frequency and...

we take them all very seriously.  However, it's a common notion in our industry that "real" bad gas claims don't happen on a one-off basis.  On rare occasions, there have been problems with the product we purchase, or the delivery itself; however, when that occurs we see numerous cars experience damage in the same short time frame.  The subject case involved one car, with no other reported damaged cars.  So, we follow our standard investigation process: (1) take readings from the tank-monitoring computer (2) confirm the volume a gas sold from the last delivery to the time the customer made the purchase (3) research any other complaints from the subject station.  In this case, the monitoring data was good, there had been numerous other purchases from the same tank/dispenser, and there were no other complaints or issues.  In all likelihood, there was a latent issue with the car that finally manifested itself when the customer filled up at our station.  Nonetheless, we fully appreciate how frustrating this must be for a customer.  Personally, if I filled up my car at a station and it broke down shortly after, I would blame the station and wouldn't want to hear any "excuses". 
At CST, our Cornerstone customers are primary reason we have a successful business and we do not want a single customer to be disappointed.  As a result (and regardless of the information presented above), I will have one of our adjusters reach out to this customer today and reimburse the requested amount in full.  I hope this is satisfactory to the customer and meets our obligations to the Revdex.com as well.  If additional info is required, I can best be reached at [redacted]

Complaint: [redacted]
I am rejecting this response because I have not received a response as requested from the business. I may be contacted via email at [redacted]
Regards,
[redacted]

Based upon the limited location
information we have evaluated all of our locations in that city. There are...

no
signs about not taking bottle returns, in fact we have bottle return machines
in most of these locations.
 
We are concerned about our customer
having this sense of not being able to return bottles and not being able to use
change. We would like to investigate the specific store. If possible, can you
please forward the following message to them:
 
Dear [redacted],
 
We want to thank you for sending us the comments describing your
experience with one of our stores.  We are concerned that your visit to
our location was unpleasant.
 
At CST Brands, we want to know when there is a concern with one of our
stores.  It is through the feedback of our valued customers who take the
time to share their thoughts that we are able to improve.
 
It is our policy to accept cans and bottles for deposit redemption and
certainly apologize for the misinformation that you were given.  We also
accept all forms of US Currency for purchases, regardless if it is paper or
coin.
 
If you want to discuss this issue further please feel free to contact us
at Customer Relations.  You can email us at [redacted]
or call us directly at [redacted] option 5.
 
Once again, thank you for your comments.
 
Customer Relations
[redacted]

Based upon the limited location
information we have evaluated all of our locations in that city. There are no
signs about not taking bottle returns, in fact we have bottle return machines
in most of these locations.
 
We are concerned about our customer
having this sense of not...

being able to return bottles and not being able to use
change. We would like to investigate the specific store. If possible, can you
please forward the following message to them:
 
Dear [redacted],
 
We want to thank you for sending us the comments describing your
experience with one of our stores.  We are concerned that your visit to
our location was unpleasant.
 
At CST Brands, we want to know when there is a concern with one of our
stores.  It is through the feedback of our valued customers who take the
time to share their thoughts that we are able to improve.
 
It is our policy to accept cans and bottles for deposit redemption and
certainly apologize for the misinformation that you were given.  We also
accept all forms of US Currency for purchases, regardless if it is paper or
coin.
 
If you want to discuss this issue further please feel free to contact us
at Customer Relations.  You can email us at [redacted]
or call us directly at [redacted] option 5.
 
Once again, thank you for your comments.
 
Customer Relations
[redacted]
[redacted]