Apr 18, 2012

Chevron Says it's Not Their Problem

After THIS POST  about Chevron marketing porn and drug magazines to little kids, I emailed them a second time and said "I didn't get a response, what's up with that? " Chevron sent me a letter that essentially says 'We are sorry, but it's not our problem, we handed you off to someone else, there's nothing we can do even though our name is on the door':

Station Name & ID#:       Merchant Group Inc  -  207269
Facility Address:                   8301 Eldridge & West Rd Houston, TX 77084
Operator:                              SUSSER PETROLEUM CO LLC

Dear Jennifer,

Thank you for taking the time to contact Chevron regarding your visit to your local Chevron-Texaco service station located at 8301 Eldridge & West Rd Houston, TX 77084.

Please be informed that majority of our Retail Operations are independently owned and operated & these operators/retailers are the one in-charge in maintaining their facility; manning their Station Operation, hiring-training of station personnel and also in the implementation of policies. Kindly direct your concern to the station operators/owners of the facility involved for any point of clarification that you may have. As much as we would like to assist you with this one, this department cannot gain access to the station’s database nor interfere with the owners’ business operation.

We sent your comments to the Station Retailer who owns and operates this station to make him aware of the incident so that he can take corrective action. We know that as a business owner who values customer goodwill, he will counsel his station management to ensure that this does not happen again. 

Chevron is committed to providing excellent products and services to our customers, and when this does not happen we are very disappointed. It is very difficult to be knowledgeable of all events at all stations, however, customers such as you enable us to take corrective action when we are able.

Thank you for bringing this matter to our attention. We apologize for the inconvenience that it caused. 

Contrary to the incident that you described, we sincerely value you as a customer and hope this incident will not keep you from patronizing stations in our retail network in the future.

Thank you.

Willy John Avilla
Consumer Connection Specialist
Consumer Connection Center Chevron Products Company 

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