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Business Profile

Gas Station

Shell

This business is NOT BBB Accredited.

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Complaints

Customer Complaints Summary

  • 1 complaint in the last 3 years.
  • 1 complaint closed in the last 12 months.

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The complaint text that is displayed might not represent all complaints filed with BBB. Some consumers may elect to not publish the details of their complaints, some complaints may not meet BBB's standards for publication, or BBB may display a portion of complaints when a high volume is received for a particular business.

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  • Initial Complaint

    Date:06/03/2024

    Type:Billing Issues
    Status:
    Answered
    Resolved:
    The complainant verified the issue was resolved to their satisfaction.
    Unresolved:
    The business responded to the dispute but failed to make a good faith effort to resolve it.
    Answered:
    The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
    Unanswered:
    The business failed to respond to the dispute.
    Unpursuable:
    BBB is unable to locate the business.
    On 5/29/2024 at 4:21pm.I was driving up to the pump and my dashboard showed ****************************** the tank. I entered my card into pump #7 and began filling the vehicle. A gurgle sound was coming from the nozzle, but I did not think anything about it. The pump stopped by itself at $6.01. I decided that was enough to get me home and started the car. The distance remaining did not change so I got out and spoke with the cashier. She called the owner who said he would be in the next day, but it probably just has not registered yet. I drove to the *********** down the street and then started home, meanwhile the remaining distance continued to go down. I took a picture to show as proof that the miles per gallon was actually higher than the distance remaining, which is impossible. I stopped at the next gas station and put in $10, the gas light went off and the remaining distance almost immediately increased to 96. I did not drive the 14 miles round trip the next day, instead going Friday as I already had business in the city. The owner was not there, but I showed all the evidence to the current cashier that the pump did not give me any gas. She said there was nothing she could do and claimed that if I got a receipt, the pump had to have given me gas. She also said the owner would be in after 12:00pm but he would not do anything.I have entered the two receipts and three screen shots of the pictures I took after leaving the *********** with date time stamps showing to give timeline.

    Business Response

    Date: 06/13/2024

    ********** of ******* and Measure testing that was conducted on the pump that the customer is arguing about.

    Customer Answer

    Date: 06/14/2024

     I am rejecting this response because:

    Systems may run accurately for most transactions and still fail on one, even partially. I have given photographic evidence that it is impossible for over a gallon of fuel to be pumped into my vehicle which means the system failed regardless of the W&M finding. I also received a copy of that report. I am more surprised that the business would lose a long time customer over $6. This is not about $6, it is about the principle and truth of what happened. If ******* was friendlier and did not insist the owner wouldnt do anything anyways, this wouldnt have gone this far. The owner having the attitude of not fixing an error says quite a bit about his character. Advising his employee that it just takes time for it to register, then being presented proof that time was not the issue, and still not taking responsibility for his equipment means that he is willing to deflect to protect himself, even if wrong.

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