ComplaintsforCatonsville Shell

• Initial Complaint

  11/15/2022

  Complaint Type:

  Billing Issues

  Status:

  Resolved

  More info

  I purchased gas at the Shell gas station at *** ********* Road on 11/11. The posted neon lighted sign was 374.9 per gallon. I used my shell discount card to receive .03 cents per gallon. The price I thought I was paying was 371.9. I pumped the gas and noted on my receipt that I was charged 376.9. I went into the "office" and the woman said I should have noted the discrepancy before I started to pump gas. She could not do anything to help me. When I said even without the discount I payed more that the amount posted on the large sign. the woman attendant said the actual price was 379.9 (so I got my three cent discount.) I went back that day and took pictures on my phone of the large sign saying 374.9. Today, November 14, the price of gas at the station is still posted as 374.9. If not noticed, customers can pay several cents more per gallon than posted. The signage, and the pumps (machines) need to be in sync for the price per gallon! . (A complaint was also filed with Shell corporate. I informed the person at corporate customer service that I was also filing a complaint with the Better Business Bureau in Baltimore) I use this gas station to purchase all my gas and have never noted a discrepancy such as this one!

  Business response

  12/01/2022

  Business Response /* (1000, 5, 2022/11/16) */ Contact Name and Title: Stacy **** Contact Phone: XXX-XXX-XXXX Contact Email: *********@gmail.com Hello, Ms. O'Connell, First of all, I am sorry I was not there in person to resolve your concern. I left 10am on Friday, 11/11/22, to go to my second job. My husband and I (Mike & Stacy), we are the operator of the gas station. We help the Shell to manage the sales of the gas. 2 weeks ago, the Shell changed my station PRICE SIGN POST. We do not have control over changing gas price at the sign post or at the pump. Everything is done by on-line by Shell. Please see the photo that I took today's sign in the attached file/photo. I am still getting use to seeing 2 different prices for the Regular gas. So I do not blame you, Ms. O'Connell. At the sign post, very top, "Regular with FRN GOLD STATUS" is $3.64. Below is Regular gas price for the customer who does not have FRN card(Fuel Reward Loyalty Card) $3.69. I pumped at least 5 times every month so I am a part of GOLD Status Member, getting 0.5 cents= $3.64. If I do not use my FRN card at pump, I will pay $3.69 for regular gas. Seems like you have a FRN member, getting 0.3cents off. I will talk to my area manager regarding your incident. Meanwhile, please come and talk to me. I will be more than happy to 0.5 cents difference. Please give me a call XXX-XXX-XXXX cell, Stacy. Thank you for being a Loyal customer for many years at our station. Mike and I are local resident in Catonsville and we truly appreciate your business. With this new gas price post sign, I will try to educate all my cashiers to explain better in a nicer way. Thank you and sorry for this mess confusion. Consumer Response /* (2000, 7, 2022/11/17) */ (The consumer indicated he/she ACCEPTED the response from the business.) The complaint was answered immediately and to my satisfaction. I do not need a refund - the complaint was never about the money. The respondent explained that a change in signage is at the root of the problem and causes confusion for the customer. There needs to be explanation of the signage at the pumps by Shell.

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