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Hanover Ciitgo complaints

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11155 Chamberlayne Road
Mechanicsville, VA 23116 | Get Directions

(804) 559-4448

https://www.citgo.com/

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Total Amount in Dispute:
$968.00

Total Amount Settled:
$0.00

Complaint Experience

Complaint Resolution Index (CRI)

Complaint Resolution Index (CRI) Explained The Complaint Resolution Index (CRI) is an indicator on how responsive a company is in addressing and resolving customer complaints brought to their attention by BCA. If they are considering doing business with the company, consumers can use this indicator to forecast the likelihood of having their issues addressed if a problem arises. CRI measures the company's customer satisfaction abilities through BCA’s complaint mediation process.

A variety of factors are considered when calculating CRI. This includes how quickly a company responds to complaints, the number of complaints against a company, whether the company addressed complaint allegations, and the outcome of the complaints. CRI is just a subset of the overall rating for the company. Consumers are encouraged to take into consideration the company's CRI, their overall BCA letter rating and other relevant information about the company so they can make a well-informed purchasing decision.

BCA's Summary and Analysis:

Our records indicate the company failed to respond to the one complaint brought to its attention.

Complaint Closing Statistics

1 complaints against Hanover Ciitgo closed in last 3 years.

Complaints	Type of response
0	Making a full refund, as the consumer requested
0	Making a partial refund
0	Agreed to make an adjustment
0	Refusing to make an adjustment
0	Refuse to adjust, relying on terms of agreement
1	Unanswered

1 complaints against Hanover Ciitgo

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2/18/2024

RESPONSE: Complaint was not answered Amount in Dispute: $967.85 Amount Settled: $0.00

Customer Complaint

1/23/2024

Our daughter got gasoline 87 octane from this location on 1/3/24. Truck was taken to mechanic when check engine light came up on 1/8/24. Mechanic found water in fuel on 1/9/2024. Sent Facebook message to owner regarding water in fuel. Owner said to bring invoice repair to location. On 1/17/24 we received truck and invoice from mechanic, took invoice immediately to citgo and owner recanted and refused to pay for damages $967.85. Owner also offer to provide his insurance information and refused to provide his business insurance to us. Claims no water in his tank on 1/11/24 when department of agriculture came to inspect, however lab results are not in). Dept of ag only pull .2 gallons out of tank. However this was last place she got fuel and owner said fuel tank was filled up on 1/2/2024 (day before she got fuel $69.00). Mechanic has two other customers who had water in fuel from this location and damages to vehicles (mechanic verified purchases with other owners.) Resolution Sought Take responsibility for the damages they have caused to vehicle.

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