My Goods Market

Revdex.com:I have reviewed the response made by the business in reference to complaint ID ***, and find that this resolution is satisfactory to meSincerely, *** ***

Received :10/26/16
 
Below is our detailed response about complaint #[redacted].
 
Response: Our District Manager contacted the customer [redacted] within 24 hours of being notified that there was a complaint I issue at the UP 76 site located at [redacted]...

[redacted].
 
Our DM offered all contact information to customer. Apologized for the situation made an offer to compensate the customer for time loss and invited the guest back.
 
The customer was receptive to the offer of compensation in the form of a free fill up to her vehicle and a free fountain or coffee drink. That communication was agreed to by the Customer and DM on 10/26/16.
 
DM also explained that the system being used at the time of the transaction was less than just a few days newly installed and had bugs in the system that have since been resolved. One of the bugs identified by this transaction was fact that the cash price was not being given for a 76CC transaction; this has been resolved.
 
The DM also explained that the cashiers response was not congruent with the United Pacific ethics, core values or culture promoted within the United Pacific organization. The cashier will be asked to be retrained on proper customer service protocols and procedures as well as receive a disciplinary counseling notice recognizing the poor customer service displayed during this transaction.
 
UP Incident Number: [redacted] Site Number:[redacted]
Address: [redacted]
This notification is to inform you of an incident that occurred at the above site. Incident Date: 10/24/2016 6:45 PM
   Incident Type: Customer Service Line
Customer service call type: Problem with pricing Customer Service line call origination: [redacted]
 
The Problem:
Initial Summary : Consumer states she visited this site on 10/24 around 6:45 p.m.where she used her 76 card to purchase Regular fuel and did not receive the discounted price as the sign indicated. .Regular price was $2.55 per gallon without discount and $2.47 with discount. She said she discovered the error when she was signing her receipt after making additional purchases. She told the male cashier on duty (male, mid to late twenties) that she had been charged the wrong price and he said "you're right". She asked him if she could have the difference placed back on her card, as a cash refund, or a free product and cashier said no to all of her suggestions and that if she didn't leave he was going to call the police. The consumer states this has happened on other occasions but ifs hit and miss whether the price will reflect the cash discount or not when using the 76 card. She states this station has been aware of this issue for some time and this needs to be fixed. Consumer requests a call back at (503) 705- 4107.
 
Case Owner: [redacted] Case Number: [redacted]                Contact Name: [redacted] Phone: ([redacted]) [redacted]-[redacted]
Opened Date: 10/25/2016 2:23 PM Incident Date: 10/24/2016
 
  CF UNITED APRO LLC [redacted] Ship to Address :[redacted]
Ship to Phone :[redacted]-[redacted]-[redacted] Additional Information:
 
Resolution:
  Summary
The customer called me back on this Wednesday 10/26 the day the claim was filed and we discussed the situation. I offered and she accepted to receive the store credit of a fill up on her car, and free coffee or fountain drink as she is requesting in her complaint to the Revdex.com. We have also set a course of action in place to counsel the cashier. As for the business' deceptive practices claim that was fully vetted out with the customer that we had just received a new system and the 76 Cards not giving the cash price has been resolved.