Flag City Arco/Subway

Review: I am filing a complaint about my experience at the station (ARCO)located at 14931 N Flag City Blvd, Lodi, CA 95242 - Arco station81649, Site No. 12081649. I emailed ARCO corporate and received a call today from them stating the station is a BP station. On 11/24/2013 at 4:10 p.m. I paid $20 cash in a machine to pump gas. The machine took my money and I went to pump, but the pump would not provide gas. I went to the attendants and stated the problem to the mand they refused to assist me. They stated the machines worked, but had problems for 6 months on and off. She stated they could not give me back my $20 or give me gas. I stated I wanted them to check the computers and they stated no transaction was noted on the computer. I then asked them to check the video cameras and they stated they could not do so b/c only their supervisor could. I asked for this, and they stated the supervisor was not at the store. I told them to call him and they did. After speaking to him, they stated he was an hour and a half away. I told them I was driving from Nevada to the bay area and only stopping in Lodi, CA for my 77 year old dad to use the restroom and pump some gas. I told them I didn't have an hour and half to wait on a Sunday before work. They refused to give me my money back, look at the video camera, or fix the machines. They also refused to put signs on the machines stating "not working" or "do not use cash" for future consumers not to be defrauded. As I waited, numerous customers put in $50, $20, and more dollars and experienced the same problem,but left the store. I informed the attendants who stated this has happened for 6 months but the supervisor does nothing to change things. Many of the people are hispanic farm workers and working class people who use the station.

Product_Or_Service: Gas

Account_Number: 1499226Desired Settlement: I would like this station investigated for consumer fraud. I also have pictures and video of the machine not working, improper signs, and false advertising. I want damages for my lost time for my earnings.

Business

Response:

Thank you for your letter dated January 13, 2014. This is to advise you that I am not only familiar of thecomplaint of the customer but also was involved in trying to resolve the issue. The customer claimed that he deposited in the machine at the pumps $40.00 and only showed on the system $20.00. * was at the time in Sacramento and talked to the customer over the phone and apologized for the problem. I asked the customer if he could leave his name and phone number and as soon as I get to the business I promised him to check with the company to dial into the system and determine if there was a problem with the system, also I told him I would play the tape of the surveillance camera and contact him of the findings. The customer was not cooperative and started calling names. I told him if he wants to wait I will be at the business deal with the problem to his satisfaction. The customer called the police and we both arrived at the business about the same time. My employee called the oil company where they dialed into the system and advised my employee that they could not find the money registered into the system. As soon as I got to the business I played the tape of the surveillance equipment in the presence of the police and it was indeed the customer was correct. I apologized to the customer and gave him refund of the $20.00 and offered a drink which he refused.

I explained to the customer that we had many instances where other customers claimed they deposited

money at the island and turned out after investigation that they never deposited and cash. I told him

please understand that they are scam people tried to do that. I also, told him we are not tn a business to

take $20.00 and end up losing those customers. It was true that there was malfunction with the system

and the oil company corrected that.

The customer was totally unreasonable and he decided to wait for over 2 hours when he claimed he

could have earned $300.00 an hour for the time he was waiting for the police. This does not make sense

that he lost $600.00 to wait that long and get the $20.00 because he refused to leave his information.

Consumer

Response:

Review: [redacted]

I am rejecting this response because: