Shell Canada ripoff, over charge, false advertising, quick price changes Kitchener (Headquarters Calgary) Ontario (Headquarters Alberta)
On Monday June 5th I entered a gas station here in Kitchener Ontario the price of gas was at 95.6/L, I waited in line for about 2 minutes before being able to access the pump. At which time the pump was on hold because someone was in paying. As it turns out there was another reason, the gas price was also being increased at the pumps, although I did not realize this at the time.
There were a number of people who were at the pumps before the price had increased. At least 6 of which never realized that the price had increased when they began pumping, including myself, as we had all seen on the large sign that the price was at 95.6/L. After filling my car I enter the gas station to pay. 3 people were complaining that the price was higher than they expected. The attendant had no mercy and said they had to pay this price.
When I asked him what price I had pumped gas at not knowing if the price for me had increased, he wouldn't tell me. At least not until I handed him my credit card and he swiped it. The price had gone up by 13 cents to 108.9. I asked them politely to please refund my card the difference. To which they responded they wouldn't, at least 6 other people had the same understanding that I had which is that they can't advertise one price and then 2 seconds later charge a different price.
I belive most people would agree that this is NOT a fair practice, and that is why I ask you to call the Gas station and express your opinion at the phone number provided. Also please feel free to call Shell Canada at 1-800-661-1600, you can Ask for Mary Jane as she was the rep. who dealt with my case. It seems to be that there corporate policy is also to false advertise and rip off customers in this way. Please boycott all Shell stations if at all possible.
I contacted shell that same day and explained the situation to Mary Jane. The next day I got a call back from the corporate office, Mary Jane told me that what the station had done was completely in line with corporate policy. I re-explained my position, which she essentially ignored, and was unwilling to ratify, not even to keep a customer happy.
If you think it is wrong that a gas station should change there pump price immediately after changing the large posted sign, please call the gas station and corporate shell and express your opinion. Also please contact your local MP or MPP and tell them that you think this practice is wrong and that it must be stopped.
In my opinion there should be a minimum of 5-10 minutes between the price change on the large sign and the price change on the pumps. Then the company would never be in a situation of false advertising as I believe the Shell Station was.
I have set up an electronic petition to find the level of support for an amendment to the Canadian Consumer Protection Act. banning this kind of deceptive advertising; at:
Thank you for your support.
Graeme
Kitchener, Ontario
Canada
CLICK here to see why Rip-off Report, as a matter of policy, deleted either a phone number, link or e-mail address from this Report.
3 Updates & Rebuttals
Mike
Radford,Virginia,
U.S.A.
Pay attention at the pump, people.
#4Consumer Suggestion
Thu, June 08, 2006
The're a little window on every gas pump showing the price per gallon or liter. Once you start the pump the station is committed to sell you all the gas your car can take at that price. Driving onto the parking lot doesn't count. You have to pick up the nozzle and start the pump. Before then, they can change the price.
It sounds like every case discussed the price on the big sign is always the same or higher than the price on the pumps. It is not "false advertising." The sign shows the (worst case) price AT THAT MOMENT. There is no commitment to honor any price previously shown on the sign at any time in the future, even a few seconds. If you don't like the price, don't start the pump, get back in your car and GO SOMEWHERE ELSE if you think it'll be cheaper elsewhere.
Also there is a big window on the pump showing the total cost of the gas thus far pumped. There should be no suprises when you go to the cashier to pay. If the number in the big window is about to exceed the amount of money you have, STOP THE PUMP. Then there's regular vs. premium. Again if you're not paying attention, another way you can pay unexpectedly more is to inadvertently select the premium grade when you wanted regular. This is not rocket science, though it amazes me that so many clueless people handle a volatile fuel with so few accidents.
Graeme
Kitchener,Ontario,
Canada
Other stations have a different practice
#4Consumer Comment
Thu, June 08, 2006
I have pulled up to a station many times when the price has just increased, Where I actually have seen the price increase before I entered the station.
When I get to the pump the price is still at a the lower value.
I had commented on this before to the attendent (at an esso) and she told me that they don't increase the pump price until they can be relatively sure that everyone who was at the station prior to the increase has pumped gas.
Now maybe that is the exception and not the rule, but I have experienced it at pioneer stations as well.
It is misleading to do otherwise, and as I understand it, that could fall under the Consumer Protection Act. If it doesn't yet then I believe an amendment should be made.
(As my "link" was erased I just want to say that the petition is at webpetitons under the legal section. If you google it, you will find it.)
Tom
Camrose,Alberta,
Canada
what they are supposed to do!
#4Consumer Comment
Thu, June 08, 2006
Years ago I worked at a gas station. The procedure was: If the price was going down, you did it immediately as no one should complain about wating a few minutes due to the price being lowered. If the price was going up you waited until all the customers had pumped THEN you changed the price. The sign price changed before the pump if the price was going up.
I would write a letter to h*o and see what they say. If they are unresponsive, I would go elsewhere in the future. Not shopping at a business is the only way they will learn.