I had a problem yesterday (Monday, December 15) buying gas at a Shell gas station in San Gabriel: the pump's hose connection to my car was leaking. I stopped the gas purchase after "buying" about 1.8 gallons but I am sure a lot of the gas went on the ground.
I immediately notified the manager at the station -- Rosemead Fuel Corp at 7280 N. Rosemean Blvd., San Gabriel -- who challenged me and said I shouldn't have used the pump because he put a sign on it. Well, there was no sign. So he came out and put a sign on the pump and said "someone must have removed it." Really -- who would removed a warning sign?
Then I told the manager that I used my Fuel Rewards Network discount card -- and this was a FRN station. I asked him to get me a refund of the 50-cent per gallon credit because the credit could only be used once and it was a terrible waste since I purchased only 1.8 gallons and a lot of it was on the ground. He said he couldn't help me. I showed him my card and the phone number and asked him to call -- and he said he wouldn't.
So I went back to my car, pulled it away from the pumps so it wouldn't be in the way of other customers and I called the FRN myself. I spoke with a customer service representative in Texas who identified herself as Martha. I explained the problem to Martha and she said if I sent in a photo of the receipt showing the small purchase the appropriate FRN department would give me a credit and I would be able to use the 50-cents per gallon discount on another purchase. Martha said it might take several days for this to happen.
I told Martha my tank was empty (it's best to use the discount when the tank is empty) and I wanted to buy gas immediately and use the 50-cent per gallon discount immediately -- and not in several days. I asked for a supervisor.
After a few minutes Martha said a supervisor would not be able to talk to me but she did obtain an immediate "fix" and my 50-cents per gallon discount was restored. I drove to another Shell station which was relatively close and on my route, and made my purchase with the 50-cent per gallon discount.
It gets better: I paid for the initial gas purchase using a $100 Shell Gift Card from the Caesars Great Gift Wrap Up and when I got to the second Shell station I found that the $4.53 spent at the San Gabriel station with the leaky pump was refunded -- and at the second Shell station the full $100 was available on the card.
I should also mention that the credits on the Fuel Rewards Network discount card come primarily from casino play at Caesars properties.
While a complaint has been filed against the manager at the Shell station in San Gabriel -- I want to commend the FRN rep Martha and their operation for fixing the problem.
By the way, near the Shell station in San Gabriel where I had the problem, one of my client's has a business. Later Monday I told him what happened and he told me that gas station management has a very poor reputation for rudeness and he and his employees will not buy their gas there. I certainly won't buy gas there again.
Photos of the receipt below.
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