Revdex.com:
Fact 1: I've used this UDF gas station for milk and gas purchases for the last years without any incidentsI've never left the pump unattended when it was pumping gas.Fact 2: The UDF pump failed on me at the time of incidentAs a result I was overcharged $for the gas that spilled due to failed UDF equipmentIt does not matter if the pump worked before or after the incident.Fact 3: I did not leave the pump that was properly administering gas into my car to buy milk at the UDF storeI left the pump to get away from hazardous situation (pool of gas on the ground) that failed UDF equipment put me and my property (car) into. Fact 4: The insurance claim adjuster spoke with me about the incident and said that I will get a refundI believe that the insurance has the record of our phone conversation.Fact 5: The UDF store attendant that the claim adjuster spoke to after talking to me provided statement to the adjusterAccording to UDF's first response to this Revdex.com case on 7/16/2015, "it was determined the customer left the pump unattended to go inside the store to make a milk purchase while the car was being fueled." This determination is not based on factual evidence that UDF is in possession of, such as security video records from the store camera and the credit card transaction timing on gas and milk purchasesAlso, this statement implies that I was lying in my original claim. No one ever before called me a liar.I believe I have enough information to file a libel case lawsuit against UDFThe burden of providing evidence (video recording and credit card transaction times) shall be borne by UDF, since they are in possession of the evidence materialsPlease expect a phone call from my lawyer shortlyThe final decision on this claim will be made in court by judge
Regards,
*** ***
Thank you for the opportunity to respond to the customer's response Dueto security issues we only share our videos with police officers forinvestigations and our insurance company We do not share our video withconsumers Any request for tapes of phone conversations with the insuranceagents would have to be addressed to the insurance company Again, we havean insurance agency which investigates incidents and makes a determinationas to liability (if any) in each case and we abide by the decision theymake on our behalf.Thank you,
Hello. In response to the customer's last reply to the Revdex.com, the customer received the following apology by email from our department on 9/@ 3:05pm.... "Thank you for contacting usWe sincerely apologize for your experienceThe area supervisor is currently investigating the issue at the store with the employee involvedHopefully, your future experiences with UDF will be much more pleasant." Thank you
Thank you for allowing us the opportunity to respond to this customer's concernsWe have contacted the upper management for the mentioned location and asked this be addressed with the employee upon returning to workOur office is unable by law to disclose any disciplinary actions that may be taken
regarding an employee. The customer was contacted by email, apologized to, and assured this will be addressed as soon as possibleCustomer service is our number one priority and we truly hope this customer's future experiences will be much more enjoyable
Revdex.com:
I have reviewed the response made by the business in reference to complaint ID ***, and have determined that this does not resolve my complaint. For your reference, details of the offer I reviewed appear below
I would like to ask the UDF Corporate to please forward me a copy of the surveillance video recording/tape for UDF Store # *** recorded on 03/07/15, and covers the time period between 12:pm and 3:pm, which is when the incident took place.I've also sent a request for a copy of the a voice phone record for my conversation with *** ***, the *** insurance claim adjusted assigned to this case, during which she presumably took notes that did not reflect the actual statements that I've made.Handwritten notes may not always be accurate. Sound recording is considered a viable evidence in the court of law per Federal Rule of Evidence 901.Surveillance video recording will be presented as evidence in addition to the phone conversation record to clearly show that my statement about not leaving the pump before the hazardous spill took place is true and correct
Regards,
*** ***
Revdex.com:
After searching my emails again, UDF did indeed send the response on 9/12/2017, that the area manager was investigating However, I have not received any answers to the specific questions that I asked in the complaint as of this date 9/18/ Therefore, I have reviewed the response made by the business in reference to complaint ID 12379777, and have determined that this does not thoroughly resolve my complaint. For your reference, details of the offer I reviewed appear below
[To assist us in bringing this matter to a close, we would like to know your view on the matter.]
Regards,
*** T***
[A default letter is provided here which indicates your acceptance of the business's response If you wish, you may update it before sending it If you and the business have reached an agreement and compliance is set for a future date, we trust the business will comply Please contact us after that time if the matter is not resolved as agreed and we will review the complaint and proceed accordingly.]
Revdex.com:
I have reviewed the response made by the business in reference to complaint ID ***, and find that this resolution is satisfactory to me.
Regards,
*** ***
Good afternoon. We have reviewed the customer's reply and the notes made by the claimsadjuster. The pump was checked for issues by the store manager, as well asa Maint Tech, and no issues were found. No adjustments were made to thepump or nozzle and there have been no other complaints involving this pump.Our insurance company makes the final decision based on theirinvestigation, and for the mentioned reasons above, we stand behind theirdecision to deny the claim.Thank you,MsJulie E***
Revdex.com:
I have reviewed the response made by the business in reference to complaint ID ***, and have determined that this does not resolve my complaint. For your reference, details of the offer I reviewed appear below
[To assist us in bringing this matter to a close, we would like to know your view on the matter.] The store I listed is only one of many UDF stores that I have the same issue withThe explanation is not acceptable because of the frequency of the problemEvery other gas station has their pumps outside in the same conditions and I cannot remember going in to any of their stores to get my receipt.
Regards,
*** ***
Revdex.com:
I have reviewed the response made by the business in reference to complaint ID [redacted], and have determined that this does not resolve my complaint. For your reference, details of the offer I reviewed appear below.
[To assist us in bringing this matter to a close, we would like to know your view on the matter.]
Regards,
[redacted]
Thank you for allowing us the opportunity to respond to thecustomer's complaint. The first attempt the adjuster made to contact thecustomer was on 3/13/15, the same day it was sent to insurance. Theadjuster left her call back information on a voice mail for the customer.After carefully...
reviewing the detailed notes of the insurance adjuster, itwas determined the customer left the pump unattended to go inside the storeto make a milk purchase while the car was being fueled. After theincident, the pump was checked by our store manager, Eric, and ourMaintenance tech, and no problems were detected by either party. The pumpwas reopened and no other incidents occurred. Also, it is posted at everypump that a customer should remain with the vehicle while fueling. Werespectfully stand behind the decision of the insurance company, that noreimbursement or compensation is owed to the customer.Thank you,Julie E.
Revdex.com:
I have reviewed the response made by the business in reference to complaint ID [redacted], and have determined that this does not resolve my complaint. For your reference, details of the offer I reviewed appear below.
Please help me understand the logic in UDF's response. I had to leave the pump not to buy milk. I had to leave the pump and run to the store to ask attendant to stop the pump ONLY when it started overflowing and I was standing in a puddle of gas flowing on the asphalt. I left the pump to get away from a hazardous situation due to equipment malfunction without any meant of stopping the pump. The milk was a separate transaction about 30 minutes after the gas overflowing incident and does not relate in any way to the incident. I've stayed in the store for about 30 minutes after the pump was stopped by the attendant, the gas on the ground around the car was cleaned, the phone calls to the store manager and UDF headquarters were made, and after I've calmed down enough to drive and the attendant told me that it was safe for me to start the car. Only then I've purchased the milk. If you have a video recording for that day you can see the whole incident and the sequence of events. I respectfully request the refund.
Regards,
[redacted]
Thank you for allowing us to respond to the customer's concerns. Our promotions are designed that two of an item must be purchased to receive the sale price. Purchasing a single item does not qualify for the promotion and is noted on our promotional signage. The customer was offered...
a refund for the item he chose, but then wanted to purchase two packs of sunflower seeds for the sale price, but were a different brand name and were not on sale. We apologize for any confusion.
Good afternoon. The store's upper management addressed the mentioned issues and miscommunication with the employee between herself and the customer to ensure this does not occur in the future. Unfortunately, they are unable by law to reveal any disciplinary action taken regarding an employee to us, or any customer. Again, we extend our deepest apologies for the customer's experience. Thank you.
Thank you for contacting our office. We will certainly be happy to contact the manager of the mentioned location and ask the gas receipt paper be checked more often. However, there are other factors that may contribute to a customer's receipt not printing. On occasion, if the weather is...
extremely humid or if a customer tears the receipt at a sharp angle, the receipt paper may need to be reloaded.
Thank you for allowing UDF the opportunity to respond to this issue. We have spoken with the customer and have addressed all mentioned issues to the customer's satisfaction. The customer will be issued a refund for their purchase.
Revdex.com:
I have reviewed the response made by the business in reference to complaint ID [redacted], and have determined that this does not resolve my complaint. For your reference, details of the offer I reviewed appear below.
Thank you for the explanation. I'm 2 weeks away from delivering my baby. After the doctors clear me to resume my normal activities, I will instruct my lawyer to proceed with obtaining the video and audio records of the incident and the phone conversation with UDF Insurance through the appropriate channels.
Regards,
[redacted]
This file has been turned over to our insurance company and we abide bydecisions of liability they determine. However, when the customer spokewith the insurance adjuster assigned to this claim the following statementwas made by the customer"went into the store to get the milk. She has always done this and thenozzle shuts off when the tank is full. This time she came out and the gaswas flowing from her car"This statement was made by the customer and not by our store clerk. Andagain, we abide by the decision made by our insurance company.Thank you,
Revdex.com:
I have reviewed the response made by the business in reference to complaint ID [redacted], and have determined that this does not resolve my complaint. For your reference, details of the offer I reviewed appear Regards,
[redacted]
Revdex.com:
Fact 1: I've used this UDF gas station for milk and gas purchases for the last years without any incidentsI've never left the pump unattended when it was pumping gas.Fact 2: The UDF pump failed on me at the time of incidentAs a result I was overcharged $for the gas that spilled due to failed UDF equipmentIt does not matter if the pump worked before or after the incident.Fact 3: I did not leave the pump that was properly administering gas into my car to buy milk at the UDF storeI left the pump to get away from hazardous situation (pool of gas on the ground) that failed UDF equipment put me and my property (car) into. Fact 4: The insurance claim adjuster spoke with me about the incident and said that I will get a refundI believe that the insurance has the record of our phone conversation.Fact 5: The UDF store attendant that the claim adjuster spoke to after talking to me provided statement to the adjusterAccording to UDF's first response to this Revdex.com case on 7/16/2015, "it was determined the customer left the pump unattended to go inside the store to make a milk purchase while the car was being fueled." This determination is not based on factual evidence that UDF is in possession of, such as security video records from the store camera and the credit card transaction timing on gas and milk purchasesAlso, this statement implies that I was lying in my original claim. No one ever before called me a liar.I believe I have enough information to file a libel case lawsuit against UDFThe burden of providing evidence (video recording and credit card transaction times) shall be borne by UDF, since they are in possession of the evidence materialsPlease expect a phone call from my lawyer shortlyThe final decision on this claim will be made in court by judge
Regards,
*** ***
Thank you for the opportunity to respond to the customer's response Dueto security issues we only share our videos with police officers forinvestigations and our insurance company We do not share our video withconsumers Any request for tapes of phone conversations with the insuranceagents would have to be addressed to the insurance company Again, we havean insurance agency which investigates incidents and makes a determinationas to liability (if any) in each case and we abide by the decision theymake on our behalf.Thank you,
Hello. In response to the customer's last reply to the Revdex.com, the customer received the following apology by email from our department on 9/@ 3:05pm.... "Thank you for contacting usWe sincerely apologize for your experienceThe area supervisor is currently investigating the issue at the store with the employee involvedHopefully, your future experiences with UDF will be much more pleasant." Thank you
Thank you for allowing us the opportunity to respond to this customer's concernsWe have contacted the upper management for the mentioned location and asked this be addressed with the employee upon returning to workOur office is unable by law to disclose any disciplinary actions that may be taken
regarding an employee. The customer was contacted by email, apologized to, and assured this will be addressed as soon as possibleCustomer service is our number one priority and we truly hope this customer's future experiences will be much more enjoyable
Revdex.com:
I have reviewed the response made by the business in reference to complaint ID ***, and have determined that this does not resolve my complaint. For your reference, details of the offer I reviewed appear below
I would like to ask the UDF Corporate to please forward me a copy of the surveillance video recording/tape for UDF Store # *** recorded on 03/07/15, and covers the time period between 12:pm and 3:pm, which is when the incident took place.I've also sent a request for a copy of the a voice phone record for my conversation with *** ***, the *** insurance claim adjusted assigned to this case, during which she presumably took notes that did not reflect the actual statements that I've made.Handwritten notes may not always be accurate. Sound recording is considered a viable evidence in the court of law per Federal Rule of Evidence 901.Surveillance video recording will be presented as evidence in addition to the phone conversation record to clearly show that my statement about not leaving the pump before the hazardous spill took place is true and correct
Regards,
*** ***
Revdex.com:
After searching my emails again, UDF did indeed send the response on 9/12/2017, that the area manager was investigating However, I have not received any answers to the specific questions that I asked in the complaint as of this date 9/18/ Therefore, I have reviewed the response made by the business in reference to complaint ID 12379777, and have determined that this does not thoroughly resolve my complaint. For your reference, details of the offer I reviewed appear below
[To assist us in bringing this matter to a close, we would like to know your view on the matter.]
Regards,
*** T***
[A default letter is provided here which indicates your acceptance of the business's response If you wish, you may update it before sending it If you and the business have reached an agreement and compliance is set for a future date, we trust the business will comply Please contact us after that time if the matter is not resolved as agreed and we will review the complaint and proceed accordingly.]
Revdex.com:
I have reviewed the response made by the business in reference to complaint ID ***, and find that this resolution is satisfactory to me.
Regards,
*** ***
Good afternoon. We have reviewed the customer's reply and the notes made by the claimsadjuster. The pump was checked for issues by the store manager, as well asa Maint Tech, and no issues were found. No adjustments were made to thepump or nozzle and there have been no other complaints involving this pump.Our insurance company makes the final decision based on theirinvestigation, and for the mentioned reasons above, we stand behind theirdecision to deny the claim.Thank you,MsJulie E***
Revdex.com:
I have reviewed the response made by the business in reference to complaint ID ***, and have determined that this does not resolve my complaint. For your reference, details of the offer I reviewed appear below
[To assist us in bringing this matter to a close, we would like to know your view on the matter.] The store I listed is only one of many UDF stores that I have the same issue withThe explanation is not acceptable because of the frequency of the problemEvery other gas station has their pumps outside in the same conditions and I cannot remember going in to any of their stores to get my receipt.
Regards,
*** ***
Revdex.com:
I have reviewed the response made by the business in reference to complaint ID [redacted], and have determined that this does not resolve my complaint. For your reference, details of the offer I reviewed appear below.
[To assist us in bringing this matter to a close, we would like to know your view on the matter.]
Regards,
[redacted]
Thank you for allowing us the opportunity to respond to thecustomer's complaint. The first attempt the adjuster made to contact thecustomer was on 3/13/15, the same day it was sent to insurance. Theadjuster left her call back information on a voice mail for the customer.After carefully...
reviewing the detailed notes of the insurance adjuster, itwas determined the customer left the pump unattended to go inside the storeto make a milk purchase while the car was being fueled. After theincident, the pump was checked by our store manager, Eric, and ourMaintenance tech, and no problems were detected by either party. The pumpwas reopened and no other incidents occurred. Also, it is posted at everypump that a customer should remain with the vehicle while fueling. Werespectfully stand behind the decision of the insurance company, that noreimbursement or compensation is owed to the customer.Thank you,Julie E.
Revdex.com:
I have reviewed the response made by the business in reference to complaint ID [redacted], and have determined that this does not resolve my complaint. For your reference, details of the offer I reviewed appear below.
Please help me understand the logic in UDF's response. I had to leave the pump not to buy milk. I had to leave the pump and run to the store to ask attendant to stop the pump ONLY when it started overflowing and I was standing in a puddle of gas flowing on the asphalt. I left the pump to get away from a hazardous situation due to equipment malfunction without any meant of stopping the pump. The milk was a separate transaction about 30 minutes after the gas overflowing incident and does not relate in any way to the incident. I've stayed in the store for about 30 minutes after the pump was stopped by the attendant, the gas on the ground around the car was cleaned, the phone calls to the store manager and UDF headquarters were made, and after I've calmed down enough to drive and the attendant told me that it was safe for me to start the car. Only then I've purchased the milk. If you have a video recording for that day you can see the whole incident and the sequence of events. I respectfully request the refund.
Regards,
[redacted]
Thank you for allowing us to respond to the customer's concerns. Our promotions are designed that two of an item must be purchased to receive the sale price. Purchasing a single item does not qualify for the promotion and is noted on our promotional signage. The customer was offered...
a refund for the item he chose, but then wanted to purchase two packs of sunflower seeds for the sale price, but were a different brand name and were not on sale. We apologize for any confusion.
Good afternoon. The store's upper management addressed the mentioned issues and miscommunication with the employee between herself and the customer to ensure this does not occur in the future. Unfortunately, they are unable by law to reveal any disciplinary action taken regarding an employee to us, or any customer. Again, we extend our deepest apologies for the customer's experience. Thank you.
Thank you for contacting our office. We will certainly be happy to contact the manager of the mentioned location and ask the gas receipt paper be checked more often. However, there are other factors that may contribute to a customer's receipt not printing. On occasion, if the weather is...
extremely humid or if a customer tears the receipt at a sharp angle, the receipt paper may need to be reloaded.
Thank you for allowing UDF the opportunity to respond to this issue. We have spoken with the customer and have addressed all mentioned issues to the customer's satisfaction. The customer will be issued a refund for their purchase.
Revdex.com:
I have reviewed the response made by the business in reference to complaint ID [redacted], and have determined that this does not resolve my complaint. For your reference, details of the offer I reviewed appear below.
Thank you for the explanation. I'm 2 weeks away from delivering my baby. After the doctors clear me to resume my normal activities, I will instruct my lawyer to proceed with obtaining the video and audio records of the incident and the phone conversation with UDF Insurance through the appropriate channels.
Regards,
[redacted]
This file has been turned over to our insurance company and we abide bydecisions of liability they determine. However, when the customer spokewith the insurance adjuster assigned to this claim the following statementwas made by the customer"went into the store to get the milk. She has always done this and thenozzle shuts off when the tank is full. This time she came out and the gaswas flowing from her car"This statement was made by the customer and not by our store clerk. Andagain, we abide by the decision made by our insurance company.Thank you,
Revdex.com:
UDF stated they sent me an apology in an email. As of this evening, I have not received it.
Regards,[redacted]
Revdex.com:
I have reviewed the response made by the business in reference to complaint ID [redacted], and have determined that this does not resolve my complaint. For your reference, details of the offer I reviewed appear Regards,
[redacted]