I like this station, and I usually go here because it's right off the freeway and between my work…read moreand home. They are friendly, and the quality of the gas is very good (I use 91 octane.) Lately, however, there seems to be an unaddressed issue with the pumps...
About 3 weeks ago, I went to use my Fuel Forward app on my usual (pump #6),and it failed to work. I tried a few more times, and the clerk acted like I was a newbie, and didn't know what I was doing. The reality is I've been to this station and used this app 19 times in the last 2 years without issues. In other words, I'm an expert.
On December 13th, I went and tried the app again--on pump #6. Everything seemed to go smoothly, I authorized with my fingerprint, selected the grade, and started pumping. However, when I looked up a moment later, the pump was idle, and the app just said "authorizing." I looked at the clerk, and he said "try again." I did this 2 more times without success. I looked at my app, and it had authorized a different pump number (7)--which is on the other side, and I never use (I would have to back my car into the spot.)
I immediately went in to tell the clerk. He said,"Don't worry--it's a separate transaction." (someone else was at pump #7.) He told me to try again. I went back, and tried again, when he suddenly came out and asked me to confirm the last 4 of my credit card. He said,"I can't believe it--this has never happened before. The other pump charged your card..! The vehicle (a van) that had been there (and was there before I'd gotten there) had just left. He'd made no attempt to stop the pump, address the other customer, and simply told me to "file a dispute with your credit card company--they have insurance/lots of money, and will take care of it." That was $60.12 I didn't get.
The other transaction went through ***WITHIN THE SAME 60 SECONDS*** as the failed transaction. Not even SUPERMAN could've accomplished that. . How is it possible that a pump could be activated, dispense $60 worth of fuel (5 gallons) AFTER I authorized a separate pump, WAITED for it to fuel, noticed it, notified the clerk, and tried 3 more times?
It took 6 days for the transaction to post, but I immediately contacted Discover card, and sent a notice of possible fraud via the Fuel Forward app. The response was "file a credit card dispute."
I called the manager today, and he said he was aware of the incident. I asked if he could check the cameras, and just contact the customer and make this right. He said his cameras "didn't record license plates." He must think I'm an idiot. Anyone who watches the news knows that cameras exist at these stations to deter crime, and license plates could be seen. And if cameras are *not* set up this way, this is neglect and poor management--what does that say about providing for the safety of employees and customers???
I asked him if it's possible we were both charged (he said no), and if I could simply come and get $60 worth of gas (no.) He referred me to the Union 76 number to report it.
I did contact them, and they had no explanation for why pump #6 (which they confirmed was authorized) did not actually dispense any fuel -- I was told the transaction was "voided." Now, transactions don't automatically void themselves--either human error or computer malfunction did this. She did say, however, that my money would be refunded upon receipt of the dispute. We will see.
It would seem that the simplest solution would've been to allow me to get the $60 worth of gas while they handled pursuing the other customer and/or investigating if they got paid double for gas -- instead of me having to make multiple phone calls, gather evidence, and organize all of this. This is a business. And it should be run like one.
No explanation was provided to me at the time for why the pump had failed multiple times for me. I cannot put down my suspicions about the dark-colored minivan. No official Union 76 number was provided to me at the time--or any other compensation or assurance from the station or on behalf of this mega corporation that had $177 BILLION in revenue as of 2022.
Recommendations:
* Upgrade or adjust your security cameras to ensure customer and employee safety. A restaurant would call the police if a customer ran off without paying. I have more security at my APARTMENT than they apparently have at a 24-hour station.
* Maintain your pumps and ensure that they are operating correctly. I can't have been the only one to have experienced multiple failures at the same pump on 2 separate days, 10 days apart.
* Provide more assurances to customers in the event of equipment failures -- from the COMPANY / BUSINESS. If your employee confirmed an equipment failure, an IMMEDIATE compensation or recourse should be offered. If I'd been a poor college student or someone who needed that $60 to feed my family, or had no other way to get gas and was stranded (or just wasn't as reasonable), that could've ended very differently.