Karma Travel Center, LLC

This letter is in response to the complaint letter received by us with ID# [redacted] , regarding the product issue. When we first received this complaint, we had taken this matter very seriously... & on the highest priority. We have performed extensive investigation and research to get to the bottom, so if there is an issue found the corrective action can be taken and resolve promptly. All required & necessary steps were taken to locate the issue, following are for your reference with its conclusions. · Our site is equipped with 24 hour Automatic Tank Gauge (ATG) monitoring system which is a device that, among other functions, read water levels, if any, in fuel storage tanks. · All our Fuel Dispensers are equipped with Water Absorbing Fuel Filters. · On reviewing the dated recorded reports from the ATG from 03/01/2014 to 03/08/2014, there is NO water detected in the tanks. · To ensure, we also ordered an independent certified personnel to check & do physical inspection, in which the result was negative. There was NO water contamination detected. · As per consumers complain with regulating agency Texas Department of Agriculture, the inspector from the department visited the site for physical investigation. · By inspector, there were random samples drawn for all the products and tested for water contamination, which resulted in negative, there was NO water contamination detected on any products. · There were also more samples taken by the inspector to send it to their Testing Laboratory Office for further testing, which also resulted negative. NO water contamination was detected. · After Samples tested, the inspector verified all the documents (Fuel Delivery, ATG Reports, and Report from Independent Personnel) in reference to the incident. · As per the consumer complaint with ***, and it was forwarded to us by our Fuel Distributor in which we were asked to provide all the required documentation regarding this incident & so all documents were submitted. Please be advised that Karma Travel Center LLC has thoroughly co-operated &investigated the claim and has determined that there are no indications that gasoline fuel purchased by the consumer was contaminated with water. While it is regrettable that the consumer has suffered a loss, Karma Travel Center LLC is not liable for the claim.

Complaint: ***
I am rejecting this response because:
I have provided findings from an independent dealership and independent lab corroborating my statements Unless the Business *** provides lab results to corroborate his statements for the specific grade of fuel that I purchased, I believe I could easily prove that his Business is liable
Regards,
*** ***

05/5/
Dear ***,
We have received your letter with complaint ID# *** As stated in our first briefed letter dated 04/15/2014, about how we responded to the problem, what measures and steps were taken and the outcome was explained in detail for your referenceWith all due respect to the consumer’s research efforts, our site is monitored & regulated by the state agency (TX Deptof Agriculture) from timely inspections for overall product standardsIn which with several other protocols verification, maintaining a quality product standards is very much vital, to sell product we must remain in compliance in their described product standard regulations and guidelines, and so it has been
Again we adhere to our first response letter that we have not found any indications related to our site that the fuel purchased by the consumer was contaminatedOnce again we regret that the consumer suffered the lossKarma Travel Center LLC is not liable for this claim
Thanking You,
With Best Regards,
*** ***
Karma Travel Center LLC
*** ***

This letter is in response to the complaint letter received by us with ID# [redacted], regarding the product issue. When we first received this complaint, we had taken this matter very seriously...

& on the highest priority. We have performed extensive investigation and research to get to the bottom, so if there is an issue found the corrective action can be taken and resolve promptly.
All required & necessary steps were taken to locate the issue, following are for your reference with its conclusions.
·         Our site is equipped with 24 hour Automatic Tank Gauge (ATG) monitoring system which is a device that, among other functions, read water levels, if any, in fuel storage tanks.
·         All our Fuel Dispensers are equipped with Water Absorbing Fuel Filters.
·         On reviewing the dated recorded reports from the ATG from 03/01/2014 to 03/08/2014, there is NO water detected in the tanks.
·         To ensure, we also ordered an independent certified personnel to check & do physical inspection, in which the result was negative. There was NO water contamination detected.
·         As per consumers complain with regulating agency Texas Department of Agriculture, the inspector from the department visited the site for physical investigation.
·         By inspector, there were random samples drawn for all the products and tested for water contamination, which resulted in negative, there was NO water contamination detected on any products.
·         There were also more samples taken by the inspector to send it to their Testing Laboratory Office for further testing, which also resulted negative. NO water contamination was detected.
·         After Samples tested, the inspector verified all the documents (Fuel Delivery, ATG Reports, and Report from Independent Personnel) in reference to the incident.
·         As per the consumer complaint with [redacted], and it was forwarded to us by our Fuel Distributor in which we were asked to provide all the required documentation regarding this incident & so all documents were submitted.
Please be advised that Karma Travel Center LLC has thoroughly co-operated &investigated the claim and has determined that there are no indications that gasoline fuel purchased by the consumer was contaminated with water. While it is regrettable that the consumer has suffered a loss, Karma Travel Center LLC is not liable for the claim.

Complaint: [redacted]
I am rejecting this response because:
Prior to placing the fuel purchased from the station, my vehicle operated fine.  However, within 24 hours of purchasing fuel from the station, my vehicle's check engine light turned on.  I immediately took the vehicle to the [redacted] Dealership who removed all of the purchased fuel since half my tank was unused.  The Dealership confirmed that the fuel was contaminated (see attached findings).  A sample of the pumped fuel was sent to an independent lab who confirmed a very high level of water in the fuel.  Please find attached Alcor Petrolab's BS&W results indicating a 1.0 % volume (10,000 ppm) of the water content in the fuel that was pumped into my vehicle.  The laboratory confirmed that this amount of water in the gasoline is not normal since the average water content in gasoline is typically 0.015 (150 ppm).   
As a result of the contaminated gasoline, the final repair bill for the vehicle has now surpassed $8,000.  A final repair bill will be made available once the vehicle's repairs have been completed today.
Regards,
[redacted]