MeanRachel Investigates: Exxon-Mobil
Shirikins wanted me to post her grievances with Exxon-Mobil on here. I think this is a great consumer affairs report. Read on, gas-guzzlers...
As some of you may be unaware of my run in with the ExxonMobil drive-through carwash, I will give a quick rundown.
I paid $5 to use the carwash, put my car in neutral and the piece of shieeeeeet metal fell off of its track and snapped my hubcap in half. The local owners refused to return my phone calls or reimburse me for the minor damages, so I took my grievance to the franchisor. I faxed them all of my correspondence as well as an estimate for the repair (which they had requested).
Here is the letter I received in return, followed by the letter they will be receiving from me shortly.
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Dear Ms. J. (ed.):
I regret the matter you reported involving Excaliber Fuels located at 1199 South State College Boulevard in Anaheim, CA. I also apologize for the inconvenience and frustration you experienced.
ExxonMobil's role in resolving complaints against dealer operated stations is to serve as a facilitator. The dealers are independent business people who set their own operating practices and procedures.
Your concerns have been investigated with the retailer and in this case, the dealer is unable to resolve the dispute in the manner you have requested. The dealer has informed me that the car wash at the above reference station is conveyor operated. I have also been informed that the signs located outside of the wash clearly indicate that your vehicle must be in neutral to properly proceed through the wash. While the dealer sympathizes with your situation, he must respectfully deny your request for reimbursement.
Ms. J., we appreciate your use of ExxonMobil products and services and hope that you will allow us the continued privilege of serving you in the future.
Sincerely,
Sarah Wark
Customer Relations Specialist
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Dear Ms. Wark,
Thank you for your response. It is a shame that the dealer cannot pick up a phone himself to attempt to resolve the claim peacefully, after not one, not two, not three, not four, not five, but SIX attempts on my part to resolve the situation without taking matters to the franchisor level. I am well aware that the franchisee did not make an attempt to call the witness to verify what transpired. Yes, the carwash is on a conveyor, and YES my car was in neutral. The conveyor CAME OFF of its track and latched onto my wheel, snapping my hubcap in half. (In case you haven't observed, I am INFURIATED by the lack of resolve here.) Whether they are independently owned and operated or not, the franchisor should recognize that any establishment that bears the name of a company, is the company's business and should be the company's concern.
This carwash was malfunctioning. It would not stop cars at any point to carry out the wash. It wheeled my car directly through and then broke my hubcap. After I told the attendant on duty, who failed to come outside and observe the situation herself, after I ran around the other end to let other patrons know that the carwash was not functioning, concerned that they would experience the same misfortune, the station proceeded to run the wash, until three days later, there was a sign posted that the wash was not working, (see enclosed photograph).
Now if that is how ExxonMobil chooses to operate its businesses, franchise or corporate, I cannot stop them, but the fact that a business owner will not take the time to easily, (and relatively cheaply,) right a wrong, especially during the holidays, is ridiculous to me. I am dissatisfied with the lack of resolution and I will not hesitate to take this issue to the Better Business Bureau.
I feel that I have made every attempt to restore my faith in the ExxonMobil brand. Much to my dismay, it was a one-sided effort and I have recognized that quality spans much farther than a full tank of gas can get you, and it is clear that ExxonMobil has left me on the side of the road.
Regretfully,
Shiri J.
P.S. Who spells Excalibur wrong on purpose? Really...
(I don't think I'll include the P.S. in my letter)
As some of you may be unaware of my run in with the ExxonMobil drive-through carwash, I will give a quick rundown.
I paid $5 to use the carwash, put my car in neutral and the piece of shieeeeeet metal fell off of its track and snapped my hubcap in half. The local owners refused to return my phone calls or reimburse me for the minor damages, so I took my grievance to the franchisor. I faxed them all of my correspondence as well as an estimate for the repair (which they had requested).
Here is the letter I received in return, followed by the letter they will be receiving from me shortly.
-------
Dear Ms. J. (ed.):
I regret the matter you reported involving Excaliber Fuels located at 1199 South State College Boulevard in Anaheim, CA. I also apologize for the inconvenience and frustration you experienced.
ExxonMobil's role in resolving complaints against dealer operated stations is to serve as a facilitator. The dealers are independent business people who set their own operating practices and procedures.
Your concerns have been investigated with the retailer and in this case, the dealer is unable to resolve the dispute in the manner you have requested. The dealer has informed me that the car wash at the above reference station is conveyor operated. I have also been informed that the signs located outside of the wash clearly indicate that your vehicle must be in neutral to properly proceed through the wash. While the dealer sympathizes with your situation, he must respectfully deny your request for reimbursement.
Ms. J., we appreciate your use of ExxonMobil products and services and hope that you will allow us the continued privilege of serving you in the future.
Sincerely,
Sarah Wark
Customer Relations Specialist
-------
Dear Ms. Wark,
Thank you for your response. It is a shame that the dealer cannot pick up a phone himself to attempt to resolve the claim peacefully, after not one, not two, not three, not four, not five, but SIX attempts on my part to resolve the situation without taking matters to the franchisor level. I am well aware that the franchisee did not make an attempt to call the witness to verify what transpired. Yes, the carwash is on a conveyor, and YES my car was in neutral. The conveyor CAME OFF of its track and latched onto my wheel, snapping my hubcap in half. (In case you haven't observed, I am INFURIATED by the lack of resolve here.) Whether they are independently owned and operated or not, the franchisor should recognize that any establishment that bears the name of a company, is the company's business and should be the company's concern.
This carwash was malfunctioning. It would not stop cars at any point to carry out the wash. It wheeled my car directly through and then broke my hubcap. After I told the attendant on duty, who failed to come outside and observe the situation herself, after I ran around the other end to let other patrons know that the carwash was not functioning, concerned that they would experience the same misfortune, the station proceeded to run the wash, until three days later, there was a sign posted that the wash was not working, (see enclosed photograph).
Now if that is how ExxonMobil chooses to operate its businesses, franchise or corporate, I cannot stop them, but the fact that a business owner will not take the time to easily, (and relatively cheaply,) right a wrong, especially during the holidays, is ridiculous to me. I am dissatisfied with the lack of resolution and I will not hesitate to take this issue to the Better Business Bureau.
I feel that I have made every attempt to restore my faith in the ExxonMobil brand. Much to my dismay, it was a one-sided effort and I have recognized that quality spans much farther than a full tank of gas can get you, and it is clear that ExxonMobil has left me on the side of the road.
Regretfully,
Shiri J.
P.S. Who spells Excalibur wrong on purpose? Really...
(I don't think I'll include the P.S. in my letter)
Labels:
consumer affairs,
Exxon-Mobil
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An interesting follow up to this -- an expose on Exxon-Mobil's double-dealings.
i had a kind of sort of similar experience with a quick oil change franchise called the lube lab... long story short, they basically broke my car and sent me on my way with a, "oooh, better get that fixed." when i realized what had happened i went and got my car fixed but i wanted them to pay for it (my car was undriveable the way they returned in to me... the engine wouldn't hold any oil). they wouldn't give me the owner's name so i went to city hall to find it. then i called the store about 4,000 times (they always told me the owner had just stepped out). finally, i sent them a certified letter with the whole story and receipts for the work done on my car. i wrote that i wanted a check for the damages by the end of the month or i would take them to small claims court... i had a check for the full amount about a week later. whoo hooo!
also, i forgot to say that i googled my problem at the time (what can't google fix?). this wasn't the exact article i read but this seems pretty akin the advice i got. good luck!
RR: This happened to a guy I know at a Jiffy Lube. He stopped on his way out of town in his new Avalanche and apparently they forgot to replace the oil pan. So all the oil drained out 20 miles later or so. I think Jiffy Lube was pretty good about reimbursing him though.
Hm. Ridiculous. I'm curious to hear how Shiri makes out. I think you should update your readership on future happenings.
-1,000 points to ExxonMobil and a couple points to Shiri for an amusing, yet firm, letter to The Man.
1/2: We will most definitely keep you up to date on this class-action suit.