Brand's performance
10.9
/100
Unsatisfactory
Unsatisfactory
Satisfaction Index over the past 12 months.
Response Rate
12.5%
Average Response Time
12.5%
Solution Rate
12.5%
Average Ratings
10%
Customer Retention Rate
0%
Category ranking
Service Stations
1 Engen 10.9
2 Sasol 10
3 Caltex 1.5
Engen
  • 085 003 6436
  • Cnr Riebeeck & Long Street Cape Town
    PO Box 35 Cape Town 8000
  • [email protected]
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Engen - Petrol thrown into my diesel vehicle

No resolution
5/10
Lize
Lize filed the complaint
25 November 2022
I stopped at the garage and asked petrol addendant to pour R1000 diesel. As he started pouring i saw he is standing looking nervous. I asked him if he is throwing diesel. He then said he made a mistake he threw petrol. I asked him how many litres he threw in and he said 4 litre. On my tank on the inside is also a large sticker "diesel". They said to me because it is only 4 litres it wont matter if we fill up. I then phoned Renault after hours support and told them what happened. They informed me that Renault will dispatch a tow teuck in circumstances like this but the owner of the petrol station must take responsibility and pay for the towing because it will not be covered under guarentee. I then phoned the owner Mrs Van Der Walt and told her what happened. Before i could continue she was very rude and told me she does not take responsibility for what her petrol attendants do and that it is my responsibility to check. I informed her that as business owner that is what Business insurance is for and that i take responsibility for my personnel if they cause damage to a client in my premises. She threw the phone down in my ear. I am shocked that a franchise owner of such a large Franchise can act so rude and sureley against Franchise policies and procedures.
Incident date: 25 November 2022
Lize
Lize rated the brand
23 January 2023

I received a mail that my complaint was closed because they could not get hold of me. If they phoned me from a call centre obvious my True caller blocks it. So i heard from the complaint's department just after my complaint and not again. I did give my email. Not sure why they did not email me to tell me they are not getting hold of me. Oh well.

This complaint has been considered as not resolved.
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