Exxon Mobile

December 4th, Dear [redacted] ***, I am writing this letter concerning complaint ID # [redacted] I am the owner of Exxon Dale City, I would like to first answer [redacted] question about "what type of establishment we are running": This establishment has been in business for more then yearsWe are considered the C-store of the neighborhoodWe have people coming over multiple times a day, and sometime just to chat or say hi90% of our customers are regular, we know each other by name, we know their family and they know mineSome of my employees been there for more then years, they know everyone and vise versa.Our establishment is a family businessI run the station with my husband, I manage the store and he runs the shopI am at work to times a week, when my years twins are school and work the rest of them time from homeI also go there when needed.As for the complaint about the cents off Cash: We have big sign at the entrance of the Gas Station listing the Gas prices for Cash onlyWe offer our customers cents off all type of gas when they pay cashWe give our paying cash customers cents back from our original price because we save it from credit and debit feeSo we give some back to our communityOur customer love this option very much and we have lots of people comes to our station because of itThe only draw back for the cash is our pumpsThey are very old and they still list the cash and debit price together, from the time when the debit did not have any processing feesI contacted Exxon about this problem, the system can not be changed and the word debit can't be removed as it is embedded to the pumpsWe are on the list for new pumps but not till the end of I keep putting stickers on the debit word but people keep removing themI am sorry my cashier did not explain it to [redacted] and her message was not relay to meBut to their defense we get about to complaints about this a week and most people understand the situationMy other solution is to remove the cents off cash and that is not fair for the 100th customers that profit from it dailyPlease let me know if you need any further infoor have any question.Sincerely,Diana M

December 4th, 2014
Dear [redacted],
I am writing this letter concerning complaint ID # [redacted].
I am the owner of Exxon Dale City, I would like to first answer [redacted] question about "what type of establishment we are running": This establishment has been in...

business for more then 20 years. We are considered the C-store of the neighborhood. We have people coming over multiple times a day, and sometime just to chat or say hi. 90% of our customers are regular, we know each other by name, we know their family and they know mine. Some of my employees been there for more then 13 years, they know everyone and vise versa.Our establishment is a family business. I run the station with my husband, I manage the store and he runs the shop. I am at work 2 to 3 times a week, when my 3 years twins are school and work the rest of them time from home. I also go there when needed.As for the complaint about the 5 cents off Cash: We have big sign at the entrance of the Gas Station listing the Gas prices for Cash only. We offer our customers 5 cents off all type of gas when they pay cash. We give our paying cash customers 5 cents back from our original price because we save it from credit and debit fee. So we give some back to our community. Our customer love this option very much and we have lots of people comes to our station because of it.
The only draw back for the cash is our pumps. They are very old and they still list the cash and debit price together, from the time when the debit did not have any processing fees. I contacted Exxon about this problem, the system can not be changed and the word debit can't be removed as it is embedded to the pumps. We are on the list for new pumps but not till the end of 2015. I keep putting stickers on the debit word but people keep removing them.
I am sorry my cashier did not explain it to [redacted] and her message was not relay to me. But to their defense we get about 5 to 6 complaints about this a week and most people understand the situation. My other solution is to remove the 5 cents off cash and that is not fair for the 100th customers that profit from it daily.
Please let me know if you need any further info. or have any question.Sincerely,Diana M

May 23, 2014
Dear [redacted],I am the owner of Exxon [redacted] that you have a customer complaint ID [redacted]. I don't work with the customer directly at the mechanic shop but I process all the paper work for them and I go thru every work order that get paid on daily...

basses.First time I saw [redacted] complaints was on her car Work Order 2 days after she picked her car. She stated that she always got charged different then what she was told originally. Her words exactly were I thought the diagnostic cost was $90. Each time I deal with the business the cost is not the same. I included a copy of the WO with her comment. It was her first visit to us after I took over the business.
I did not know the story then and I thought she was just complaining about the $7.20 for supplies. So I called her to apologize before for the inconveniences and how I can make it up to her. Her husband answered the phone and told me the same story that she listed in her letter to you, and they are regular customers and she felt badly treated by our manager first because she was a woman and secondly because she is African American.
FYI: I bought this location at the end of December so the last few months were really a challenge with the stuff and the customers too. I am a woman in men world, from the Middle East with a strong accent and petite in the size. Some people did not take me seriously, stuffs and customers too G. Also, the way I run my business is totally different from the previous owner. I am more involved in every detail and decision; I am here from 8am till 5pm every day even Saturday. Some employees left after the first month and some I had to let go. It is a work in progress to have the perfect team.
Anyway, I talked with **. [redacted] multiple times and once to [redacted], I offered them free Reinspection to the car as she already repaired it at the [redacted] Company and 2 car washes that they used right away when they came over. The issue was resolved and closed for both parties, as far as I know.After the phone call with **. [redacted], I called the manager and the mechanic to my office to discuss with them [redacted] car and here what they told me:- The mechanic said, he was giving the car to do a diagnostic on the inspection failure and he did. He took some parts apart to find the problems and as he was told that the car could be repaired at the gas station he did not put these parts back so he doesnt have to do it twice. He gave the list of parts and work needed to be done to the manager and waited on him to call the customer with her decision.
- The manager told me he gave her 1st estimate based on the 1 hour labor and small parts needed (bulbs, flasher. etc). His decision then was also based of what the car failed for per the inspector. He did not know that she needs parts too till the diagnostic was done. After the diagnostic, the parts came out to 380 alone and 1.5 labor hours more to install.
After that incident I kept a close watch over the shop, I found out the manager does not really have people skills among other things. He was a mechanic before and moved to be a manager position based on experience and old age. His behavior toward [redacted] was the same behavior with everyone. He is just one those people that doesn't have people skills. I had let him go two weeks ago and replace him with a new manager, and Imoved my office to the Service Bay area to be in daily contact with the customers and their needs.Please let me know if you need any further information.Thanks in advance,

Review: I took my car in to get a state inspection at the Exxon service dept. at [redacted], VA[redacted], and paid 16.00 dollars which I felt was appropriate. I was told that I failed the inspection and that I needed a signal switch and a lens cover to pass the inspection. I felt that this estimate was appropriate also. I was then told that the total amount would be no more than $300.00 to make the repairs. The next day I was told it would be $700.00 to make the repairs. This amount is 102% mark up from the total that I was told it was going to be. I said this was not reasonable and told Exxon I did not want them to make the repairs, and I would be there immediately to pick up my car. I was told in order to get my car that I would have to pay $90.00. I feel that this price is highly inappropriate in order for me to get my car back. I asked if they had started the repairs and they said absolutely "no", they had not started the repairs. I hung up the phone and prepared to get my car. I received a call from Exxon saying that the car was up on the racks and they needed to put the car back together. I dont understand this because they told me that no repairs had been started. I feel they had started the repairs and now were tearing everything out of my car. I said I could get my car the next day which would be 4/8/14. I am so afraid that many things may be taken apart and not put back together. I plan to take my car to the [redacted] dealership to get the car repaired right. I am also afraid that Exxon is taking advantage of me because I am a woman. I just want to be treated as a citizen and not be taken advantage of because I am a black women living in America,Desired Settlement: I do not feel I should pay the $90.00 to have then not do any work on my car. They called it an diagnostic fee. I call it a fee to take advantage of a 57 year old black woman because she wanted a reputable company to repair her car. this is America why do people feel they can continue to crush African American in this way. If I am wrong and this is an approriate way to treat people then I will accept this situation however this does not feel right and I feel yuour company should address this.

Business

Response:

May 23, 2014Dear [redacted],I am the owner of Exxon [redacted] that you have a customer complaint ID [redacted]. I don't work with the customer directly at the mechanic shop but I process all the paper work for them and I go thru every work order that get paid on daily basses.First time I saw [redacted] complaints was on her car Work Order 2 days after she picked her car. She stated that she always got charged different then what she was told originally. Her words exactly were I thought the diagnostic cost was $90. Each time I deal with the business the cost is not the same. I included a copy of the WO with her comment. It was her first visit to us after I took over the business.I did not know the story then and I thought she was just complaining about the $7.20 for supplies. So I called her to apologize before for the inconveniences and how I can make it up to her. Her husband answered the phone and told me the same story that she listed in her letter to you, and they are regular customers and she felt badly treated by our manager first because she was a woman and secondly because she is African American.FYI: I bought this location at the end of December so the last few months were really a challenge with the stuff and the customers too. I am a woman in men world, from the Middle East with a strong accent and petite in the size. Some people did not take me seriously, stuffs and customers too G. Also, the way I run my business is totally different from the previous owner. I am more involved in every detail and decision; I am here from 8am till 5pm every day even Saturday. Some employees left after the first month and some I had to let go. It is a work in progress to have the perfect team.Anyway, I talked with **. [redacted] multiple times and once to [redacted], I offered them free Reinspection to the car as she already repaired it at the [redacted] Company and 2 car washes that they used right away when they came over. The issue was resolved and closed for both parties, as far as I know.After the phone call with **. [redacted], I called the manager and the mechanic to my office to discuss with them [redacted] car and here what they told me:- The mechanic said, he was giving the car to do a diagnostic on the inspection failure and he did. He took some parts apart to find the problems and as he was told that the car could be repaired at the gas station he did not put these parts back so he doesnt have to do it twice. He gave the list of parts and work needed to be done to the manager and waited on him to call the customer with her decision.- The manager told me he gave her 1st estimate based on the 1 hour labor and small parts needed (bulbs, flasher. etc). His decision then was also based of what the car failed for per the inspector. He did not know that she needs parts too till the diagnostic was done. After the diagnostic, the parts came out to 380 alone and 1.5 labor hours more to install.After that incident I kept a close watch over the shop, I found out the manager does not really have people skills among other things. He was a mechanic before and moved to be a manager position based on experience and old age. His behavior toward [redacted] was the same behavior with everyone. He is just one those people that doesn't have people skills. I had let him go two weeks ago and replace him with a new manager, and Imoved my office to the Service Bay area to be in daily contact with the customers and their needs.Please let me know if you need any further information.Thanks in advance,