ComplaintsforMobil- Riverside Gas Mart Inc

• Initial Complaint

  03/28/2023

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  On Saturday, March 25, 2023 approximately 4:30pm, I put $2.00 into the company's air pump which did not work. I notified the cashier and was told that I would have to wait for a manager to receive a refund. I returned later that night with no luck. I returned on Sunday the 26th with no luck. I returned again on Monday the 27th also with no luck on a refund. The last attempt the cashier was rude and asked if I was hard up that I needed that money, but this for the principal of the matter; if I pay for a service (such as air for a tire), I expect to get what I paid for, or a refund/money back. I am very frustrated with this company's lack of customer care. In addition, they did not even put an "out-of-order" sign on the air pump so another customer wouldn't have to experience this same frustrating situation. Nor did they go look at the pump after being notified.

  Business response

  04/10/2023

  To Whom It May ******************************** letter is in regards to a complaint filed on 3/27/2023 by ***********************. I spoke with ************** last week and explained to him that I am so sorry he was given wrong information. While it is no excuse, and not meant to be, I had two fairly new people who weren't armed with the right information. I have attached a photo of the information posted on the air machine. I was able to give him this information and in the end of our conversation I believe he understood that it wasn't that I was ignoring him I simply thought the clerk gave him the correct information when I seen he had an issue with the machine. I do believe I have done everything I could to repair the situation. If there is anything I can do going forward Please feel free to reach out to me. Thank you for your help in getting this off of our business record.

   

  Sincerely,

   

  Rocky, ************************************************** Mart

   

  Customer response

  04/11/2023

  Better Business Bureau:
  
  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.
  
  [Please type your response here.]
  I beleive that its the place of business responsibility to insure that all services that are provided on threr property are functional. If they are not going to do that they should not allow that service to be provided, unless they have a representative of that service on sight to handle any issues that arise with the service. Otherwise the business takes responsibility of the issue and they resolve it with the supplier, not the customers. 
  Regards,
  
  *******************

  Business response

  04/12/2023

  I am following up on the complaint I received for the air machine located on our property.  I received another letter this morning and am reconnecting to assure I have done all I need to do. I did send an email on Monday April 10, 2023. I also have reached out to the customer with the correct information he needs to receive his refund. I had explained in the first email that the machine isn't our property. I have attached the sign on the air machine directing him where to call. I apologized that my clerks were not armed with the correct information when telling him to come back and talk to me. If there is anything else you need please let me know.

  
  

*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. ↩