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GS
Gregg S

1 reviews | Active since Sept 2017

05 Sept 2017, 17:40

***** that just could NOT care less

A few months ago my phone was ****** by fruit sellers and about a week later I received a tip-off on my Facebook post regarding the incicent that there are people selling fruit next to Engen Welgemoed and that I should see if it's them.

So I go to the Engen and wait around a corner for an hour and a half - just in case - and lo and behold, the bakkie that releived me of my phone pulls in to refill at the first pump. I get my phone out and approach them and start taking pictures, while asking them where my phone is. Within seconds they were back in the bakkie and on the road. I followed them along the N1 and M5 (all the while with 10111 on the line, but they were too slow) all the way to Grassy Park. When they started ducking into side roads I could see they're leading me into a trap, and I wasn't about to have another phone ******, not to mention my shiny German sedan.

So the next day I go to the Engen and have a chat to the manager, an old gentleman who seemed helpful at the time. I told him about my sob story, after which he asked me to leave all my details along with the time and particulars of the incident, which I did. He then said that come Monday, he'll ask the security guy to have a look and let me know when I can come and collect the footage I so desperately needed in order to identify the *******.

Monday comes and goes, Tuesday does the same. Wednesday, then Thursday as well. So on Friday I decide I'll go back and see why he hasn't contacted me yet. To my amazement, the manager now asks me why I haven't contacted him and that he's been waiting the whole week (BS), and that he had a look at the cameras (more BS, the security guy would have) and that the cameras weren't working (even more BS). A complete and utter ****.

At the end of the day I'm a flagship phone out of pocket along with thousands of sentimental photos because of one **** that had the ability to help but couldn't care less, much like their Group Communications Manager who made as if he cared but actually didn't, seeing as he just ignored my mails after the 2nd one.

In any event and as pointless as it is mentioning this, Engen has lost a customer (well, along with my wife and in-laws, and counting) and I'll not be going to any of their stations again.

Best of luck to anyone who might need assistance from Engen in a time of need, by the looks of it the only way to get footage is if it's a ****** brawl on the forecourt.

0
Replies (5)
Engen Petroleum
Engen Petroleum's reply07 Sept 2017, 14:33
Official

Good day

We wish to apologise for the inconvenience the matter has caused.

Your complaint has been escalated to the dealer and Engen representative for further investigation.

We do hope that you remain a valued customer of Engen Petroleum Ltd.

Regards

Engen Customer Services
***

GS
Gregg S's update05 Oct 2017, 02:46
Reviewer Update
Wow, almost a month and still no feedback from the "further investigation". More lies it seems.
GS
Gregg S's update11 Nov 2017, 17:52
Reviewer Update
More than 2 months and still no reply. Two whole months!?
GS
Gregg S's update08 Jan 2018, 15:12
Reviewer Update
FOUR months, still no reply. According to Fuel Buddy, between my vehicles I've spent around R61,852 on fuel at other petrol stations since my original post, which really warms my heart. Your "customer service" people and Gavin Smith (communications manager? LOL, please.) are equally useless. In any event, I guess you know where to shove that faux escalation - and I'll be back here every month to remind you that your customer service is a joke and that you're terrible at your job.
GS
Gregg S's update21 Jan 2018, 13:18
Reviewer Update
So in response to the voicemail I just stumbled across that's filled with lies from beginning to end: "The owner has come back advising that they did in fact try and assist you with regards to the footage to the best of their ability" LIES. I went to the manager the next morning and he said that he cannot check the footage and that I will have to wait until Monday for the "security guy" to check it. Those were his words. He couldn't do a thing until Monday. At all. "Unfortunately the original picture you provided was not clear enough and because of that they were not able to locate the bakkie on their security footage". LIES. I wrote down all my particulars, the time of the incident, that it happened at the first pump as you come in from Kommandeur Street, my cell number, a description of the bakkie (he even said it should be easy to spot because it had cattle rails). This was written down on a blank white A4 page with a red pen sitting at one of the Steers tables inside the Engen shop. "Also please note tha this incident did not happen at the service station and that they only receive notice of this 53 days later and they only keep footage for 3 weeks. LIES. Firstly, it most certainly did happen at this service station. Secondly, I went to the manager the very next morning in an attempt to get the footage. Third, it's academic that they keep footage for 3 weeks but what's the point if they're not willing to help? And how did the incident not happen at this service station if they said that the picture I gave them wasn't clear enough? The manager was skittish from the beginning and looked like he didn't want to get involved by providing any footage, so his excuses are moot. I have photos on my phone that I took of the bakkie at the service station when the incident happened - you're welcome to examine the EXIF data that will show you the exact date and time of the incident. These are the same photos I provided to the police and disprove your manager's contention that it didn't happen at this service station. When I returned to that service station and talked to the manager a week later (after he promised he would call me), he said that he'd been waiting all week for me to call him (REALLY?!) and that HE checked the footage (why would he then say I had to wait until Monday for the security guy to check it?) and there was nothing because THE CAMERAS WERE OUT OF ORDER - which is another completely blatant lie. You've proved yet again and beyond any doubt that you're a bunch of ***** and I want nothing to do with you at all. You're dishonest and I don't do business with dishonest people or businesses, and neither should others. Your communications manager is also about as useful as a waterproof sponge.