TOTAL TAKE RESPONSIBILITY FOR YOUR MISTAKE

Complaint

15-09-2022

RE: Total filled diesel in my oil tank

On the morning of 02-09-2022, my Mercedes 4-ton flatbed tow truck stopped at TOTAL Glen Marais to fille R500 diesel. My truck fills diesel at this same garage everyday as I live 900m from the garage. The very same lady that filled for us on this day also filled diesel in the truck before. The driver and truck assistant were in the truck whilst Lebo from the garage filled the diesel. Once this was done, the driver paid and left. He drove from Kempton Park to Sandton not knowing what happened. When he arrived in Sandton to tow a vehicle, when he started to use the PTO, the PTO worked slowly then completely seized. I then went to Total Glen Marais and advised the manager Edith of what happened. She told me she will sort it out. I then advised her that I need to tow the truck back to Kempton, she authorized the tow and advised that I send her the invoice. She then requested to get a statement from the driver and the truck assistant. I took them to the garage where she questioned them both as well as her employee Lebo. This is where Lebo advised that she did not communicate to my driver as to where to fill the diesel. Thereafter Edith manager at the garage called me and told me to go to a mechanic that she uses in Kempton Park, and he will repair my truck. We went to Louis Auto Electrical in Kempton Park, and he advised that he does not repair hydraulics on a vehicle and will not be able to assist. Edith then asked me to get quotations for the repairs. I received the quotes and sent it to her. She then came to my premises with another repairer and advised that they will tow my truck away with a BAKKIE to Tarlton, which is 105kms from my premises. I told her she is ridiculous to tow my 4-ton truck with a BAKKIE for 105 kms, this vehicle is too heavy and cannot be towed with a BAKKIE. A day later I receive a call from an assessor to come out and assess the vehicle. The assessor came out, took pics, and assessed the vehicle. He advised that the insurance would get back to us. 2 days later I have not received any feedback, I contacted the assessor they then gave us another number to call for the insurance, the insurance did not give us feedback so 2 days later I requested feedback, they then sent me a declined letter saying the claim was declined as there are no markings stating where diesel should be filled and that the driver should have told her where to fill the diesel. My truck has now been parked off for 14 days due to the error made by TOTAL SA, I do contract work for insurance companies, I have lost work for 14 days, I am without an income for 14 days. TOTAL made the error and needs to be responsible for the error. Where does it state in TOTAL terms and conditions that the driver must tell the garage where to fill diesel? The truck has been filling everyday at the same garage, they even know the truck assistant by his name, this is how fami**** they are with the vehicle. Why would we tell them where to fill if they do this everyday and have always done it correctly? Which vehicle has a sign that says, “fill diesel here” The hydraulic tank where diesel was filled doesn’t look at anything like a diesel tank, the pump doesn’t even fit correctly to fill diesel in the oil tank, how did the garage not know this, if this is what they do everyday.

The following are the losses incurred due to the negligence of TOTAL SA and they need to take responsibility for their error. Towing cost R3500 R500 diesel spent at TOTAL Hydraulic Oil Repairs to all parts not working due to this, TOTAL has the quotations R115000 14 days Loss of Income due to the error TOTAL made R 11000 PER DAY As that’s the type of work I do and that’s what I get paid to take a vehicle to Durban

It is so sad to think TOTAL will do that to their customer then remove all blame from themselves. This is the worst customer service I have ever received.

TOTAL, PLEASE TAKE RESPONSIBILITY FOR WHAT YOU DID. WHO WILL BE RESPONSIBLE TO REPAIR MY TRUCK IF TOTAL PUT DIESEL IN MY HYDRAULIC OIL TANK? MY TRUCK IS NOW BROKEN AND TOTAL REFUSES TO REPAIR MY TRUCK.

I will take my complaint to the head to TOTAL and all social media platforms to get assistance. I am self-employed person trying to make a living, TOTAL has now made me an unemployed person. Please can I have URGENT feedback on this matter as we speak, I am still unable to work and yet again the fault lies with TOTAL, and they refuse to take blame or to repair the damages caused.

Thanks