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Shell complaints

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275 W Steve Wariner Drive
Russell Springs, KY 42642 | Get Directions

(270) 866-5558

https://find.shell.com/us/fuel...

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Total Amount in Dispute:
$31.00

Total Amount Settled:
$0.00

Complaint Experience

100%

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 complaint history for this company shows that the one complaint brought to the company’s attention was responded to and given proper consideration.

Complaint Closing Statistics

1 complaints against Shell 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
1	Refuse to adjust, relying on terms of agreement
0	Unanswered

1 complaints against Shell

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8/20/2023

RESPONSE: Refuse to adjust, relying on terms of agreement Amount in Dispute: $30.96 Amount Settled: $0.00

Customer Complaint

7/20/2023

I went to a shell gas station at 275 west Steve Warner in Russell springs Ky this morning. I pumped 10:27 off my bank card. It charged me 30.96. I went in to get the difference back and the lady tells me it does that. It's your bank. I said no I doesnt either it's your pump. She says there's a sign on pump that states it takes more than you purchase and you will get it back in 24 hours. I said no I will get my money back now or I will call 911 she calls a guy on phone and he says same thing. So I put it on speaker and called 911. She heard every word. Then I went out to wait on law to show up. Miraculously my money instantly appeared back on my card. Before officer got there . So I called 911 back and canceled told them I got my money back. I wished I had stayed because it's untelling how many people have been ripped Off by them and shell owners. On the shell website it actually says you will be charged more and it's your bank. No I called my bank they don't do such a thing period. I did get all my money back minus the 10:27 I did get in gas. They should not be allowed To set up gas pumps. And there is no sign on pump stating it takes More than your purchase. This is wrong. Witnessed by two others that were there at the time. Resolution Sought Stop them from ripping people off. Elderly can't afford this either . No one can.

Company Response

8/8/2023

Company states; Before, I can say anything, I need the proof of purchase on transaction receipt. Thank you,

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