Hello,
I have been a consistent customer at Fastrac for nearly 15 years. I have never been so horrified at the display of poor customer service and blatant disservice than what occurred yesterday afternoon.
I frequent the Henrietta Fastrac multiple times a month. Yesterday after work I went to fill my tank. I used the auto-fill metal knob on the gasp pump when I started pumping gas at #20. When my tank reached full, the noise of the knob when it unlatches occurred, however the latch stayed in place. Gasoline continued to spew out of my over-filled tank, all over the ground. I pulled the handle out of my car, and it continue to spray gasoline all over myself and the surrounding area of the pump. I managed to dislodge to the auto-fill metal knob, but only after several gallons of gas spewed out into the open area. Once I replaced the handle and replaced the cap on my gas tank, I immediately went into the Fastrac cafe shop to report the incident.
When I arrived inside, three young attendants were talking amongst themselves and not paying attention to the outside or the counter. I had to interrupt them in order to get their attention. A young male attendant finally came to the counter. I explained to him what happened. His first reply was (and I quote) "Well it's general knowledge that you shouldn't use the auto-fill knob when it's cold out." Apart from the fact that I have never heard this having been a resident of Upstate New York for 30 years, I asked him where the signage was indicating any type of warning against using the auto-fill metal knob as this was the first that I have ever heard of the so-called "general knowledge." He then replied stating that there was no signage and that "They" (Fastrac employees) regularly monitor the parking lot so that when they see the auto-fill features being used, they use the PA system to encourage customer to discontinue use of it." That, to me, is a blatant lie. I have used this Fastrac location multiple times for month and have witnessed several occasions in which other customers, including myself, have used the feature and have never been addressed by Fastrac employees. I find this a disgusting lie, because if said employees were really diligent and vigilant of what was going on in the parking lot, they would have noticed the issue with my auto-fill feature and potentially have come out to help me. Is that a ridiculous assessment? Here I am, in the store, covered in gallons of gasoline, smelling of nothing but gas, and he has the audacity to tell me they monitor all of these situations?
I then requested a refund for the gas as the feature-fail was not my fault. The young employee replied that it was impossible to calculate what had been pumped into my tank versus what was spewed all over the ground. This was the first logical truth out of his mouth. I was so frustrated that I then asked if it could be cleaned. He said he would. But he did not ask where it was, how much was spilled, or what pump I was even at! I had to tell him before I left. I had have the inclination to call the police as there were gallons of liquid gasoline spilled all over the pumping station.
This was an extremely dissatisfactory experience. The employee was neither sympathetic or aware of the dangers of this situation. I do not appreciate the exchange and would have expected more from a regular customer. read more