Misfuelling at Engen Sonnendal, unsafe loan car and no response

On 7 December 2025 my VW Jetta 4 1.9 TDI diesel was misfuelled with 48.61 litres of Unleaded 95 at Engen Sonnendal (Panorama, Store 7505), even though I told the petrol attendant three times that the car is diesel. Shortly afterwards the car started struggling and broke down.

The site manager acknowledged the mistake in writing (“fuel mix Jetta 2011 – we will assist the customer with the repairs of the car”), refunded my towing cost and later paid the invoice from Prodrive Auto Services for draining and flushing the system.

Unfortunately, the damage went further: my high-pressure diesel injection pump has now failed as a result of the petrol in the diesel system. Prodrive obtained a quotation for a Bosch remanufactured pump, which Engen’s insurer has approved and paid, but the pump must be imported and my car will be off the road until it arrives and is fitted.

During this entire period I have had to rely on loan vehicles from Engen Sonnendal. The first loan car (a BMW) was perfectly fine and I was happy with it. However, the site decided to sell that vehicle and asked me to exchange it. I agreed in good faith – and then received the current loan vehicle, which is not safe or reasonable for my family: – no working rear windows, – no aircon in the middle of summer, – a cracked driver’s mirror, – a damaged side window taped up with plastic, and – a safety belt that does not work properly.

I have a wife and young daughter and have repeatedly explained to the manager, Mr Jonathan Mias, that I cannot keep transporting them in a car like this. I am not asking for another luxury BMW – just a safe, roadworthy vehicle with working windows and aircon, and a tow bar, while my Jetta is being repaired.

Over the last few weeks I have tried to resolve this directly with the site via WhatsApp, phone calls and email. I have been patient and have even chosen an independent workshop and a remanufactured pump to keep Engen’s costs down. Despite this, my messages and calls are now simply being ignored.

I have also tried to escalate the matter to Engen head office via *** , but emails to that address are being rejected by their Mimecast server.

I am therefore lodging this public complaint to ask Engen to urgently:

Provide me with a safe, roadworthy loan vehicle until my car is fixed; and

Ensure proper follow-up from head office on how this misfuelling incident and its consequences are being handled.

I am happy to supply all invoices, photographs and copies of the Engen Sonnendal notes and correspondence to Engen or any relevant authority.