SHOCKING SERVICE AND NEGLIGENCE AT ENGEN YORK CONVENIENCE CENTRE

Station: Engen York Convenience Centre, York Street, George, Western Cape Date of Incident: Saturday, 31 May 2025 Vehicle: VW Amarok (Diesel)

I'm writing to express my absolute disgust at the appalling service and negligence we experienced at your Engen York Convenience Centre in York Street, George. What should have been a simple fuel stop has turned into a proper nightmare that's still not resolved.

On Saturday, 31 May 2025, we visited your station to fill our VW Amarok with diesel. Your fuel attendant started filling the tank but then stopped, fetched the manager, and informed us that he had mistakenly pumped petrol into our diesel vehicle. Just over 4 litres of the wrong fuel had already gone into the tank.

The first response from your staff was absolutely ridiculous, another attendant actually had the cheek to ask us to pay for the 4 litres of wrong fuel that your employee had pumped into our car!

After waiting ages with very little communication from your team, the manager eventually arrived and made another shocking suggestion: just pour diesel on top of the petrol, claiming "it would not be a problem." This advice was completely contradicted by a qualified VW mechanic who properly advised that the tank needed to be drained and cleaned thoroughly.

Since it was a Saturday and you were struggling to get a mechanic, we tried to be accommodating. When you found a mechanic but said the car would need towing, we agreed to leave the vehicle at your station until Monday so the accredited VW mechanic next door could sort it out, saving you the towing costs. The manager promised to fill up our vehicle for the inconvenience caused.

Monday came, and we collected the vehicle only to discover you didn't fill up the tank as promised. You refused to fill it up when challenged and most shockingly, you informed us that all costs would be covered by the attendant. Making a fuel attendant, who doesn't earn much money, pay for the company's liability is absolutely disgusting. This is not how a responsible business operates.

A bit more than a week later, our vehicle won't start properly. When we contacted the York Street station about these issues (which are almost certainly related to your initial ****-up), you brushed us off and refuse to take responsibility.

First, you didn't want to help at all. Now you're saying you'll "look at the car" but we must cover towing costs, the same towing costs we helped you avoid initially by being reasonable and leaving the car at your station for a whole weekend and having to walk home.

This entire saga is the result of YOUR employee's negligence and YOUR company's shocking customer service.

We expect:

Full responsibility for the initial mistake and all resulting damage Proper repair of our vehicle at your cost, including towing

We were reasonable and accommodating from the start, but your company has shown complete disregard for customer service and basic decency. The way you're treating a hardworking fuel attendant, making him pay for company liability, shows exactly what kind of business you're running. This needs to be sorted out properly, and we won't be fobbed off with excuses and cost-shifting.

We demand immediate action to resolve this matter satisfactorily.