Fastrac

We appreciate the opportunity to respondWe have received the Revdex.com complaint and a complaint via our customer feedback formOur District supervisor Lynette Ahas tried to reach out to this guest several times with the information providedWe have been unable to make contact with this guestWe do apologize for the service our guest received on the date in questionOur systems were down for a couple of hours that dayWhile we cannot make the pumps roll back on price when this happens; it is our policy for the guest to come back inside and get a refund for the amount they normally would have saved using either their cash member card or gasoline discount cardOur district supervisor has reached out to the store to correct any confusion on their endIt is our hope that this will resolve and future occurrences of guests not receiving their member discount if our systems are downThank you, Tom W

Thank you for the opportunity to respond, The pump topper displayed $per gallon for mid-grade on 9/4/The electronic pump display was not working correctly and displayed $per gallonOur service company had already been out twice to look at the pump and we were waiting for a new display partBecause everything on the pump was working correctly except for the display the store taped the correct price over the display and kept the pump in useThe sign may have fallen off or may have been taken off by a customerMr [redacted] noticed the discrepancy in price and went in after pumping a few gallonsThe manager provided the discount for what the guest had already pumped and requested that he use another pump for the rest of his purchaseThe manager then went out and bagged the pump ‘out of service’ until our Maintenance Technician was able to come and fix the problemThis has been fixed and the pump is now running with the correct electronic displayOur district supervisor tried to call this guest on 9/4/and again on 9/8/and was unable to reach himThis problem is resolved to the best of our ability Best Regards, Tom W Fastrac Markets

First of all let me apologize for the inconvenience. Our intention was not to mislead you or anyone regarding pricing or advertising. I think this was an oversight on our team's part by not removing the signage timelyI will certainly honor the per unit price for you if you
want to stop back by the locationAgain, I apologize for the signage oversightJim AVP of Marketing Since then the store and our district supervisor have also reached out to the guest to mend thisThis is resolved Thank you, Carlene Aon behalf of Tom WFastrac Markets

I have reviewed the response made by the business in reference to complaint ID
***, and find that this resolution is generally satisfactory to me provided I receive a written apology
However, I want a couple things understood and finalized
1.) The
statement by Ms*** *** that "because of the
way the guest presented itHe made it sound like he had amounts to ring out." equates that
she correctly understood me at the time of sale. Which is why I asked
"Do you understand what is going on?" See the attached
receipts with transactions #*** and #***. Please look closely and you
will see I was charged $for quantity of gallons of regular
fuel. Hence, I was in the store and attempted to pay for my fuel,
but was ignored and incorrectly charged. Ms*** *** had me pay
$for diesel instead of $for regular fuel. I was in the
store and incorrectly billed after I tried to correct the transaction.
2.) The second
point about me not stating anything in person reference the police record is
misleading. It is written "nor did he
express concern about his alleged police criminal record, he previously
remarked about."
***, the store manager, left out the portion that spoke to him over the
telephone regarding the police record. *** gave me his assurance, there
would not be any record. I see no reason to rehash a previous telephone
conversation in person. But given ***'s recollection, I will make sure
this happens in the future. I do know for a fact there is a
police department log that covers the issue.
3.) Reference
the "formal apology," I'm still waiting for it. I
suspect the Vice President of Operations, *** ***, thinks there is a Quid
Pro Quo in the acceptance of the $gift card. This is not
accurate. Please mail me the written apologyI do not want this issue to be a
negative character reference
*** ***

We appreciate the opportunity to respondTo protect both our employees and the youth in the communities we serve we have set up a scan only ID systemThere is no way for our employees to override thisThe goal is not to discriminate, the goal is simply to make it as unlikely as possible for
alcohol or tobacco products to be sold to a minorThis is not required by New York State but this is our corporate policy

We appreciate the opportunity to respondWe have investigated this issue with our field personnel
***, the employee referenced in the complaint, was confused, because of the way the guest presented itHe made it sound like he had amounts to ring out
As soon as we received the
complaint from the Revdex.com on May 18th 2015, the district supervisor contacted *** the store manager of our *** store and asked him to call Mr*** called the customer that afternoonHe requested that Mr*** come to Fastrac so they could resolve any problems and to receive a $gift card courtesy of Fastrac
Mr*** came into the store, received the $gift card from the manager, guest said thank you, and then leftMr*** made no reference of any kind asking for the formal apology from *** *** that he was originally looking for, nor did he express concern about his alleged police criminal record, he previously remarked about
This customer complaint has been resolved
Best regards,
*** ***
Vice President, Operations

We appreciate the guests concernThe lower price of $on the sign attached says Member Price above it, denoting that a member card is required to receive the gas discountPlease note the newly attached picture we have added “sign up required” to the Pay with cash & save advertisement to
make this less confusing to guestsMr*** must have been at the store before this correction occurredThe Cash member card does require an email, phone number and license to be on fileThe reason for this is the card functions as a pump start cardThe goal is to make paying with Cash more convenient for our guestsThey can pump their gas, as much as they need, then come in and pay afterThe information we keep on file is only used to contact the guest if they drive off without payingOnce again please note that this advertisement has been correctedWe appreciate all feedback as it helps us become a better business

We appreciate the opportunity to respond. We have received the Revdex.com complaint and a complaint via our customer feedback form. Our District supervisor Lynette A. has tried to reach out to this guest several times with the information provided. We have been unable to make contact with...

this guest. We do apologize for the service our guest received on the date in question. Our systems were down for a couple of hours that day. While we cannot make the pumps roll back on price when this happens; it is our policy for the guest to come back inside and get a refund for the amount they normally would have saved using either their cash member card or gasoline discount card. Our district supervisor has reached out to the store to correct any confusion on their end. It is our hope that this will resolve and future occurrences of guests not receiving their member discount if our systems are down. Thank you, Tom W.

Thank you for the opportunity to respond,
The pump topper displayed $2.63 per gallon for mid-grade on 9/4/15. The electronic pump display was not working correctly and displayed $2.43 per gallon. Our service company had already been out twice to look at the pump and we were waiting for a new...

display part. Because everything on the pump was working correctly except for the display the store taped the correct price over the display and kept the pump in use. The sign may have fallen off or may have been taken off by a customer. Mr. [redacted] noticed the discrepancy in price and went in after pumping a few gallons. The manager provided the discount for what the guest had already pumped and requested that he use another pump for the rest of his purchase. The manager then went out and bagged the pump ‘out of service’ until our Maintenance Technician was able to come and fix the problem. This has been fixed and the pump is now running with the correct electronic display. Our district supervisor tried to call this guest on 9/4/15 and again on 9/8/15 and was unable to reach him. This problem is resolved to the best of our ability.
Best Regards,
Tom W.
Fastrac Markets

I have reviewed the response made by the business in reference to complaint ID [redacted], and find that this resolution is satisfactory to me.  I never did get a chance to stop in the store for this but so much time had passed.  I spotted in one and the person at the counter wasent sure how to do the transaction and now is a few months later so this complaint is null. 
Regards,
[redacted]