I have an issue with a local Shell station that I need to report to corporate. And so eventually I asked myself, "How can I contact Shell corporate with a complaint?"
The best way is by calling Shell Oil Company directly at one of two phone numbers. Call 888-GO-SHELL (or 888-467-4355 toll free) with feedback about a local station.
Foothill and Towne Avenue is the Shell station that I have been going to most of the time for the 45 years in Claremont. About 10:30 this Sunday morning I pulled up to a pump that had a sign that said something like check inside for credit card and carwash. I went inside and asked for a carwash and to fill my tank.
I always fill it so that I can see how much it would take when I’m checking mileage. The man behind the counter asked if I wanted $35 as I took out my credit card. I said that I didn’t want $35 I wanted to fill the tank. He said $20, I said no I want to fill the tank. I said I don’t want to have to go to another pump to fill it. He said you won’t have to do that, give me your credit card which I did and went to fill my tank.
Eventually I stopped and wrote a letter to Shell corporate offices in Houston at P.O. Box 2463, Houston, TX 77252.
At exactly $35.00 the pump stopped. I went to another pump and put in a few more dollars worth to fill it. I went inside and asked why he did that? The entire time I threatened to contact the head office if he did not comply. He said the pump stopped when the tank was full at $35. This was not true which he certainly knew. He started saying loudly, “ I want you out of here" over and over again as the line of people at the counter looked at us.
He kept repeating the same thing as he walked to the door opening and pointing out with a raised voice continuing to loudly repeat the .”I want you out of here." Not that it's an accomplishment but this is the first time I've ever been thrown out of anyplace!
Why didn’t he just tell me the truth. That he didn’t know how or was not willing to fill the tank or that I could go to another tank as the other's worked.
In the past I have when I have left a credit card with an attendant, I have been allowed to fill my tank and then pay. If you have changed your policy, attendants should inform the patrons. I see no reason not to be truthful with a patron if they are asking for something you don’t know how to do and no reason to talk to a patron in that manner.