Worst Filling Station in South Africa

I have been a patron of BP Eersterust Filling Station for many years, by virtue of my living in the area. Therefore, it pains me to lodge this complaint, but feel justified as the management of the Filling station had been given ample opportunity to remedy the situation. I essentially have a few complaints to which one could no longer turn a blind eye and goes against the grain of good customer service.

(1) The Courtyard is in the most appalling condition compared to other BP Filling Stations across the country, which seriously brings the reputation and ethos of BP South Africa into disrepute. Simply because the management does not care. (2) The Filling Station is very well supported, as it is in the middle of the suburb and the patrons are literally forced to use the filling station, save but to go outside the suburb, if they want proper service. (3) They have now, for more than a year only had One (1) Tire-Pressure-Pump. They always claim that it is either the patrons who have damaged it and that it does not warrant them fixing it as punishment or if the only pump does not work, it is the Compressor problem. The hose then has to be carried from one outlet to another, which results in very long queues. Not because of any shortage of air, but simply because the management does not care. (4) The Roof covering the courtyard is in a dilapidated state, having not had a lick of paint in many years. Just because the management does not care. (5) The Rest Rooms at the facility are very appalling in every sense of the word. Either it is never in proper working order, but the worst is that it is not dedicated to customers and you have to share it with the staff members. Again, the management simply does not care. (6) They only have a handful of staff, who can either not cope or are ***********, I do not know which applies. With all due respect and with no malice intended, the staff is in most cases clueless and indifferent. The management does not take care of their staff, who are so despondent most of the time, having to care of up to three (3) pumps at a time, which results in very long queues and congestion. They have the least amount of attendants I have encountered anywhere for a Filling station, which is that busy. Out of sheer frustration, some patrons opt to rather pour their own petrol or inflate their own tires. Moreover, in the unfortunate event that some dishonest patrons drive off without paying, the attendant invariable gets the blame and has to pay from their own pocket. Not because of any shortage of petrol, but simply because the management does not care. (7) The owner (Farouk), on the rare occasion of his presence in the courtyard, just prances around barking orders to the staff in the most demeaning manner, having no regard for the humiliation his conduct causes to them. However, the people inside the convenience store, who are foreign nationals, seem to have pristine working conditions. (8) I, together with many other patrons have complained to the owner (Farouk) in person on numerous occasions, but to no avail. However, he is aloof and arrogant, not wanting to entertain any suggestions or complaints, and always has “something better” to tell you. (9) The owner(Farouk), who resides outside the area, seems only concerned with the profits he can generate from the store on the premises, which seems to be the major priority.

They put a low premium on customer service, as I surmise that they are confident that their conduct would not invite scrutiny because they predominantly cater to a certain segment of the population who “Ordinarily Does Not complain”. I have not experienced such bad customer service in a long time, not even from your less sophisticated competition and it simply does not improve.

I find this conduct of the management ridiculous and totally unacceptable.

I, therefore, beg the following questions;

• “How many other customers are being subjected to similar treatment, but opt to rather not pursue the matter, because they might not have the fortitude to do so?” • “Is it beneficial for me or any other person for that matter to continue being a customer of BP Eersterust Filling Station when you are subjected to this level of service, and alternatively would Senior Management, personally tolerate this kind of service were they in our position? • “Am I perhaps being facetious in assuming that good customer service is reserved only for a select few or a certain sector of the community for that matter because the owner would have definitely upped his game should this business have been in a more affluent area?” • How does BP Eersterust Filling Station -Management operate a business when they do not offer proper customer service experience compared to the other Filling stations across the country? • What message do they communicate to the middle to lower-income patrons who frequent their business (Who are predominantly Non-White)? • Whether BP Eersterust Filling Station -Management are profit-driven or service driven? • Will we be justified in escalating the matter to BP South-Africa Head Office to come, have a look for themselves, and ascertain whether this particular filing station does the image of BP any justice? It is unfortunate that we had to proverbially; “Rock the Boat” in order to air our grievance, but we feel that we gave BP Eersterust Filling Station Management ample opportunity to remedy this situation in the interest of fair and equitable customer service, however, there has only been total indifference. If this is the service to which customers are subjected, then I am afraid it leaves much to be desired. This issue smacks of prejudice and invariably leaves a bad taste and I am sure that anyone would agree that not a single BP Eersterust customer has to endure this atrocious level of customer service.

I believe that BP South-Africa can ill afford such conduct by its franchisees, not when it strives to position itself as the preferred Fuel Retailer in South Africa.

Furthermore, after conferring with my fellow community members, some also in the Fuel Retail Service field and they all concur that it goes totally against the grain of what “Great Customer Service” and “Good Governance” are all about.

I, therefore, feel that we have no other alternative but to bring this unsatisfactory conduct to the BP South-Africa senior management’s attention and them take appropriate action to remedy the situation.