Complaint Review: Exxonmobile Aka On The Run - Lebanon New Jersey

December 5, 2005 purchased a "fill-up" at On The Run ExxonMoble, a convenience store & gasoline station. Did not shut off the engine because it was cold outside (nor was I asked to) during the fill-up. Paid with a credit card, Dealer #4759304.

Within the next 30 miles I noticed that, though sporatic, the Dodge Grand Carvanan SE with 41,000 miles, would "choke or sputter" at idle. Having purchased the car brandnew, this was something that I had not experienced in 41,000 miles.

Made it home that day, and since I am retired, did not drive the vehicle for the next 2 days. The third day, a cold morning, I tried to start the car. After 2-3 tries (again, never before) with pumping the accelerator, I got it started.

However, it would not continue running unless the RPM's were kept above 2200 at all times. Finally, realizing that I had a serious problem I took the car to the garage with whom I have dealth for the past 26 years. Being a very busy place they could not look at it until the next day, Dec. 10.

They called the following day, and said that it looked like a computer malfunction controlling the start-up/idling, and had ordered the necessary parts from the Chrysler Depot. I then mentioned, that on one attempted try to start I had noticed the smell of kerosene or diesel when it choked out.

Unfortunately, they were unable to secure the computer parts from the Depot until Thursday the 15th. The Depot claiming that their order had been lost/misplaced despite 2 follow-up calls during the interim period from the garage.

After installing the IAC, they called saying that, that was apparently not the problem, but they would conduct further electronic tests. On Tuesday the 20th they called. Apologizing profusely, they said that they were unable to determine the exact problem.

I picked the car up, and with their help got it started. I proceed directly to a large Chrysler dealership and left the car. Note, the garage was so embarrased that though they had spent over 11 hours on diagnostic testing alone, they only charged me 1 hour's labor. The bill amounted to $247.03 (parts $168.05), and they had provided me with a "free" loaner during their investigation.

The Dodge/Chrysler dealership took until Monday January 9,06 to finally complete the repairs. I was told that they were in constant phone communication with the techs in Detroit. Bottom line ($826.04 later), the verdict was bad gasoline!

From reading a multitude of Internet Reports it is obvious that oil companies vehemently deny these claims. However, my first job out of university was with the Shell Oil Company. Here I experienced (Sales representative, dealer recruiter, TBA manager, real estate representative) exactly the same problem with some of the 34 stations for which I was responsible.

The procedure at Shell at that time required the district office to handle customer complaints for "Bad Gasoline." The complaint was first sent to engineering to determine the type of tanks at that station, delivery schedules, recurring problems etc. If they deemed the complaint legitimate, it was passed to the sales representative controlling that station for customer contact and follow-up.

I have investigated many such complaints, and if I determined that the complaint was well founded, recommended that the customer be reimbursed in full for all out-of-pocket expenses incurred. The customer received a check in the mail.

What I do not now know is how to contact the appropriate district/regional Exxon/Mobil office or respective sales representative. Knowing that if I received "BAD GAS," so did many other people, and somewhere their is a corporate record of these complaints.

Can anyone tell me how to contact these people?

Michael

clinton, New Jersey
U.S.A.