Shell Sun City Mini Mart

To whom it may concern: 255, 255);"> My name is [redacted] I recently received a complaint by mail from a customer via the Revdex.comI have reviewed survielance video of the incident, and have had a petroleum equipment technician inspect the pump nozzle in questionThis has led to my finding, that the customer in question did not operate the pump properly and, as a result of this, caused damage to his/her vehicleThis was NOT the result of faulty equipmentThe pump nozzle in question has never caused damage to any other customers vehiclesThe petroleum equipment technician who examined the pump nozzle in question, found no issues or problems with the nozzleHe instructed me this: would have the customer insterted the nozzle completely into the fuleing port on his/her vehicle, no damage would have come to his/her vehicleProper fueling instructions are posted on each fueling station so customers can properly fuel their vehiclesWe will not be reimbursing the customer in question for the damage to his/her vehicle, because the damage was the fault of the operator, not by any fault of our equipment/employeesThank you for your time and effortWe here at the Sun City Mini Mart take customer satisfasction very seriously and will work to resolve all complaints made

To whom it may concern: My name is [redacted] I recently received a complaint by mail from a customer via the Revdex.comI have reviewed survielance video of the incident, and have had a petroleum equipment technician inspect the pump nozzle in questionThis has led to my finding, that the customer in question did not operate the pump properly and, as a result of this, caused damage to his/her vehicleThis was NOT the result of faulty equipmentThe pump nozzle in question has never caused damage to any other customers vehiclesThe petroleum equipment technician who examined the pump nozzle in question, found no issues or problems with the nozzleHe instructed me this: would have the customer insterted the nozzle completely into the fuleing port on his/her vehicle, no damage would have come to his/her vehicleProper fueling instructions are posted on each fueling station so customers can properly fuel their vehiclesWe will not be reimbursing the customer in question for the damage to his/her vehicle, because the damage was the fault of the operator, not by any fault of our equipment/employeesThank you for your time and effortWe here at the Sun City Mini Mart take customer satisfasction very seriously and will work to resolve all complaints made

To whom it may concern:
255, 255);">         My name is [redacted]. I recently received a complaint by mail from a customer via the Revdex.com. I have reviewed survielance video of the incident, and have had a petroleum equipment technician inspect the pump nozzle in question. This has led to my finding, that the customer in question did not operate the pump properly and, as a result of this, caused damage to his/her vehicle. This was NOT the result of faulty equipment. The pump nozzle in question has never caused damage to any other customers vehicles. The petroleum equipment technician who examined the pump nozzle in question, found no issues or problems with the nozzle. He instructed me this: would have the customer insterted the nozzle completely into the fuleing port on his/her vehicle, no damage would have come to his/her vehicle. Proper fueling instructions are posted on each fueling station so customers can properly fuel their vehicles. We will not be reimbursing the customer in question for the damage to his/her vehicle, because the damage was the fault of the operator, not by any fault of our equipment/employees. Thank you for your time and effort. We here at the Sun City Mini Mart take customer satisfasction very seriously and will work to resolve all complaints made.

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID [redacted], and have determined that this proposed action would not resolve my complaint.  For your reference, details of the offer I reviewed appear below.
I'm not surprised by the station's denial of my claim. There is no way from their video to prove that the nozzle was not inserted enough visually. IT was insert fully, until it shopped in the vehicle's filler tube. What is provable is that my wife is 47 years of age and has been driving for 31 years. She has 31 years of fuel tank filling experience and this has NEVER happened before. She inserted the nozzle has she always has, so why all of a sudden would she do something different than she has for 3 decades? Further, we've had the car for a number of years, so we are familiar with how to properly and safely fill its tank.Also, while on the rest of our trip from Las Vegas to Tampa, FL, we noticed that the vast majority of pumps do NOT have the lever that locks the pump handle in place. One might assume that the reason for the removal of this device is to keep the customer's hands on the pump nozzle while filling, eliminating this problem.I request that the station footage be provided to me as evidence so that an unbiased fuel pump industry expert can give their professional assessment. There is no vested interest on part of Mr. [redacted] or his "technician" to accept responsibility. Also, I would like the station to provide me with the manufacturer name and model of the pump in question.I further request that said station furnish in writing its full, conspicuously posted consumer pumping instructions and specifically PROOF of where we failed to abide by the rules we agreed to accept by using said station.The simple fact is, we fully inserted the nozzle into our vehicle, squeezed the pump handle, uses the locking mechanism provided so that you don't have to keep your hand on the pump and when the pump sensed the tank was full, it released the lock and pushed (jumped) the nozzle out on the ground, damaging our car in the processed.It shall further be noticed that after the incident, we pulled the car to the side and went inside to talk to the attendant about this issue. At this time, a lady that had pulled up to the same pump to full aportable gas can. She then came into to report that the pump was not functioning property, so the attendant went outside to help her.He could not get the pump to work correctly, so he said that he was going to put a "out of order" sign on the pump.In summary, I request the following:1. video footage.2. pump mfr name and model.3. complete customer filling instructions.I refuse to let this go because we did no wrong and the station has no vested interested in cooperating. Because of this, I will pursue this issue to the full extent that the law allows.
Regards,
[redacted]

To whom it may concern:
         My name is [redacted]. I recently received a complaint by mail from a customer via the Revdex.com. I have reviewed survielance video of the incident, and have had a petroleum equipment technician inspect the pump nozzle in question. This has led to my finding, that the customer in question did not operate the pump properly and, as a result of this, caused damage to his/her vehicle. This was NOT the result of faulty equipment. The pump nozzle in question has never caused damage to any other customers vehicles. The petroleum equipment technician who examined the pump nozzle in question, found no issues or problems with the nozzle. He instructed me this: would have the customer insterted the nozzle completely into the fuleing port on his/her vehicle, no damage would have come to his/her vehicle. Proper fueling instructions are posted on each fueling station so customers can properly fuel their vehicles. We will not be reimbursing the customer in question for the damage to his/her vehicle, because the damage was the fault of the operator, not by any fault of our equipment/employees. Thank you for your time and effort. We here at the Sun City Mini Mart take customer satisfasction very seriously and will work to resolve all complaints made.

To whom it may concern:
         My name is [redacted]. I recently received a complaint by mail from a customer via the Revdex.com. I have reviewed survielance video of the incident, and have had a petroleum equipment technician inspect the pump nozzle in question. This has led to my finding, that the customer in question did not operate the pump properly and, as a result of this, caused damage to his/her vehicle. This was NOT the result of faulty equipment. The pump nozzle in question has never caused damage to any other customers vehicles. The petroleum equipment technician who examined the pump nozzle in question, found no issues or problems with the nozzle. He instructed me this: would have the customer insterted the nozzle completely into the fuleing port on his/her vehicle, no damage would have come to his/her vehicle. Proper fueling instructions are posted on each fueling station so customers can properly fuel their vehicles. We will not be reimbursing the customer in question for the damage to his/her vehicle, because the damage was the fault of the operator, not by any fault of our equipment/employees. Thank you for your time and effort. We here at the Sun City Mini Mart take customer satisfasction very seriously and will work to resolve all complaints made.

I have reviewed the response made by the business in reference to complaint ID [redacted], and have determined that this proposed action would not resolve my complaint.  For your reference, details of the offer I reviewed appear below.

I'm not surprised by the station's denial of my claim. There is no way from their video to prove that the nozzle was not inserted enough visually. IT was insert fully, until it shopped in the vehicle's filler tube. What is provable is that my wife is 47 years of age and has been driving for 31 years. She has 31 years of fuel tank filling experience and this has NEVER happened before. She inserted the nozzle has she always has, so why all of a sudden would she do something different than she has for 3 decades? Further, we've had the car for a number of years, so we are familiar with how to properly and safely fill its tank.Also, while on the rest of our trip from Las Vegas to Tampa, FL, we noticed that the vast majority of pumps do NOT have the lever that locks the pump handle in place. One might assume that the reason for the removal of this device is to keep the customer's hands on the pump nozzle while filling, eliminating this problem.I request that the station footage be provided to me as evidence so that an unbiased fuel pump industry expert can give their professional assessment. There is no vested interest on part of Mr. [redacted] or his "technician" to accept responsibility. Also, I would like the station to provide me with the manufacturer name and model of the pump in question.I further request that said station furnish in writing its full, conspicuously posted consumer pumping instructions and specifically PROOF of where we failed to abide by the rules we agreed to accept by using said station.The simple fact is, we fully inserted the nozzle into our vehicle, squeezed the pump handle, uses the locking mechanism provided so that you don't have to keep your hand on the pump and when the pump sensed the tank was full, it released the lock and pushed (jumped) the nozzle out on the ground, damaging our car in the processed.It shall further be noticed that after the incident, we pulled the car to the side and went inside to talk to the attendant about this issue. At this time, a lady that had pulled up to the same pump to full aportable gas can. She then came into to report that the pump was not functioning property, so the attendant went outside to help her.He could not get the pump to work correctly, so he said that he was going to put a "out of order" sign on the pump.In summary, I request the following:1. video footage.2. pump mfr name and model.3. complete customer filling instructions.I refuse to let this go because we did no wrong and the station has no vested interested in cooperating. Because of this, I will pursue this issue to the full extent that the law allows.
Regards,

To whom it may concern:

255, 255);">         My name is [redacted]. I recently received a complaint by mail from a customer via the Revdex.com. I have reviewed survielance video of the incident, and have had a petroleum equipment technician inspect the pump nozzle in question. This has led to my finding, that the customer in question did not operate the pump properly and, as a result of this, caused damage to his/her vehicle. This was NOT the result of faulty equipment. The pump nozzle in question has never caused damage to any other customers vehicles. The petroleum equipment technician who examined the pump nozzle in question, found no issues or problems with the nozzle. He instructed me this: would have the customer insterted the nozzle completely into the fuleing port on his/her vehicle, no damage would have come to his/her vehicle. Proper fueling instructions are posted on each fueling station so customers can properly fuel their vehicles. We will not be reimbursing the customer in question for the damage to his/her vehicle, because the damage was the fault of the operator, not by any fault of our equipment/employees. Thank you for your time and effort. We here at the Sun City Mini Mart take customer satisfasction very seriously and will work to resolve all complaints made.