ComplaintsforCircle K Store #5045

• Initial Complaint

  07/24/2024

  Complaint Type:

  Sales and Advertising Issues

  Status:

  Answered

  More info

  I have received bad gas (water in fuel) from your location multiple times but could not pinpoint where it was coming from until now. On this latest occurrence after discovering we had water in our fuel, I had our mechanic fix all the water in the fuel issues, including spark plugs, VST pumps Low Pressure Pumps fuel water separator etc. multiple times then after everything was either fixed or replaced. I had him drain my fuel tank empty to make sure there was no trace of water left. When he did so he discovered 2.5 gallons of fresh water. I cannot state the amount of time, effort and drama just to get to this point trying to figure out where the water in fuel was coming from. Then I personally drove the boat to Circle K and did a complete fill-up on about April 28, 2024. I remember it was approximately 150 gallons because I had never had a 100% complete full fill-up and was curious to see exactly how many gallons it would hold. I further remember that several of the pumps were going super slow on the ethanol free fuel that day. I even got frustrated and relocated the boat to another pump which was faster. (Not sure if the low pressure on certain pumps was an indication of a small amount of fuel in your tank or not, but since water in your tank sinks to bottom it may be plausible that is how I got so much. Anyway, no other gas was added to my tank since then. Within a trip we began having major issues. I was stranded and really frustrated having to get towed back to my dock by a good Samaritan. When my mechanic came back, he informed me that water again was completely thru the fuel system. He again went through service trying to fix it and now after testing my powerhead is completely shot and must be replaced. Engine will not even start now. The compression is way low and leak-down test failed miserably. I am in the process of getting quotes to replace the powerhead. When the mechanic then tested our fuel tank again, he drained 8.5 gallons of freshwater out!!

  Business response

  08/12/2024

  See attached

  Customer response

  08/12/2024

   
  Complaint: 22031483
  
  I am rejecting this response because:

  I did provide receipt. I am attaching it again. In fact that is a print out of all the times I have filled up fuel with my chase **** card ending in #*****. 2nd. As I referenced in my complaint, the store manager **** informed my wife that they had several complaints about fuel. Further I spoke to Captain ***********************, who had problems with his fuel several months prior. He had similar symptoms directly after filling up his tank at your store. I spoke to him directly and he informed me that Circle K admitted it and paid for all repairs and the loss of fuel. Again my fuel tank was drained completely, then filled up fully at Circle K and then was found to have almost 8 gallons of fuel in it. As of yet, Circle K has not reached out to my mechanic nor stood behind what their manager said was an ongoing problem that they have had before. My mechanics contact information is listed in my original complaint. This is not going away. I filled up with the expensive ethanol free fuel (blue label) and it has led to disaster. 

  
  
  Sincerely,
  
  *************************

  Business response

  08/22/2024

  Good afternoon,
  
  I have reviewed the complaint filed by ************************* on 7/23/2024 and his subsequent rebuttal. Here is the timeline as I understand it:
  6/7/2023               Invoice for Boat Repairs. No indication of water in the engine or bad fuel new fuel water separator installed
  
  10/31/2023          Invoice for Boat Repairs. Water (no amount provided} drained from VST among many other issues, including sand in the lower unit. (You cannot get sand from a gas station fuel tank.)
  Another new fuel water separator installed Handwritten on this invoice was,"1 st Date of Issue** 
  

  4/28/2024           Purchased "bad fuel". This is the first indication he gives of buying fuel from us. ****************** specifically notes that his mechanic drained 2.5 gallons of water from his engine then, he "personally drove the boat to Circle Kand did a complete fill-up on about April *******." He has proof of purchasing fuel from us on that date, but the water isn't showing as drained from his engine until May 14.
  

  5/14/2024           Invoice for Boat Repairs. 2.5gallons of water drained among other issues. New fuel pump installed.Another new fuel water separator installed
  
  
  6/14/2024           Invoice for Boat Repairs. Removed 8.5 gallons of water but ****************** notes he did not fuel up his boat after April 28th. Another new fuel water separator installed
  

  He claims he has received "bad fuel" from us multiple times but couldn't find the cause. He has provided no evidence he purchased fuel from us prior to April *******.The 2 invoices dated 2023 are therefore denied as being prior to the purchase date in question.

  
  ****************** has specifically called out April 28, 2024, as being the date of his "bad fuel" purchase and says he did not fill up his boat since that time so that's where I'll focus. He specifically says he had a slow flow issue at the pumps. Slow flow on pumps is not necessarily indicative of water in
  the tanks. To address that concern, our pumps were tested on April 20, 2024. Filters were changed, no water was found, and all dispensers were confirmed to have optimal flow. Also, no complaint was made to the store about slow flow at the time of his visit.
  
  Second, he is correct, water does settle at the bottom of a tank. That is why our pumps do not pull directly from the bottom of a tank. We pull several inches from the bottom. But water must come from somewhere. We confirmed no water on Saturday April 20, 2024. Rainfall totals for ******, ******* for the week between our confirmed test and when ******************* claims to have purchased fuel (Sunday, April 28) was zero*. There was no causation at that time to get water into our tank.

  
  Additionally, he states that he did not fill up his boat again after April *******. I shall assume the other purchase dates indicated in 2024 were for his 3 cars and have no bearing on this claim. ****************** does seem to have a water intrusion issue with his boat, and I empathize with the difficulties he is facing. But there are several ways for water to enter a boat engine and nothing to show that the water came from our store. Circle K site ******* has not shown any water in any of our tanks through our monitoring system or through maintenance inspections on or around April *******.

  
  ****************** mentions another boat captain that had an issue with us. I can't speak to that. I can say every individual case is looked at thoroughly with the utmost concern for our product and our customers. If we had any indication of water, I would say that.
  Circle K prides itself on our customer service and our fuel integrity. This claim has no validity based upon our records for this location and, more specifically, based on the evidence provided by ******************. We once again respectfully deny this claim.
  Please feel free to contact me for further questions, concerns or clarifications.
  
  ,      *******************
  
  Fuel Manager Circle K Florida
  
  
  
  
  
  
  
  *Source:     ****************************************************************************

  Customer response

  08/22/2024

   
  Complaint: 22031483
  
  I am rejecting this response because:

  This desk response is obviously from a someone more concerned with liability for their corporation rather than taking responsibility for the little guy. They further do not understand their typical client, not how their customer fuels and uses a boat. My responses are below. 

  I have reviewed the complaint filed by ************************* on 7/23/2024 and his subsequent rebuttal. Here is the timeline as I understand it:
  6/7/2023               Invoice for Boat Repairs. Fuel water separator installed. For a boater this is a preventative measure taken typically once every 1-2 years or every 100 hours. 
  
  10/31/2023          Invoice for Boat Repairs. Water (no amount provided} drained from VST among many other issues, including sand in the lower unit. (You cannot get sand from a gas station fuel tank.)
  Another new fuel water separator installed Handwritten on this invoice was,"1st Date of Issue** The lower unit never has fuel in it, it doesn't run through the lower unit. Therefore why is the sand even ****** up? Foolish comment from someone who doesn't understand boat engines.  
  
  4/28/2024           Purchased "bad fuel". With a 150 gallon tank and 2.5 gallons of freshwater swishing and trying to mix in while boat is rocking back and forth takes a trip or 2 sometimes to create problems. Additionally the fuel water separator Does its job because it is brand new. It separates it for a bit and then becomes overwhelmed. I was stranded twice with engine issues during this period. Each time the mechanic would have to put me on his schedule, do the repairs he thought necessary, and then I would have to take it out and test it. Then after work was completed and it thought to be repaired he would invoice me. This is over a 2 week period. 
  
  5/14/2024           Invoice for Boat Repairs. 2.5gallons of water drained among other issues. New fuel pump installed. Another new fuel water separator installed The other issues were parts damaged by the water intrusion into fuel. 
  
  
  6/14/2024           Invoice for Boat Repairs. Removed 8.5 gallons of water but ****************** notes he did not fuel up his boat after April 28th. Another new fuel water separator installed. Yes this obviously proves water got into tank at the latest fill-up from Circle ********** cap was on the entire time at my house. We also had almost zero rain so freshwater couldn't have gotten into my tank any other way. 
  
  He claims he has received "bad fuel" from us multiple times but couldn't find the cause. He has provided no evidence he purchased fuel from us prior to April *******.The 2 invoices dated 2023 are therefore denied as being prior to the purchase date in question. We have been a loyal customer since this location opened. Yes we would fillup our cars and our boat at this location only. Because it is geographically the closest gas station to my house with a trusted brand that carries ethanol free. The only other place is very close to my house and very shady looking. 
  
  ****************** has specifically called out April 28, 2024, as being the date of his "bad fuel" purchase and says he did not fill up his boat since that time so that's where I'll focus. He specifically says he had a slow flow issue at the pumps. Slow flow on pumps is not necessarily indicative of water in
  the tanks. To address that concern, our pumps were tested on April 20, 2024. Filters were changed, no water was found, and all dispensers were confirmed to have optimal flow. Also, no complaint was made to the store about slow flow at the time of his visit. I am not a complaining type of person. I wasn't going to go inside to whine about a slow pump to your employees. I simply moved to another pump and filled up on that one which was working much better. 
  
  Second, he is correct, water does settle at the bottom of a tank. That is why our pumps do not pull directly from the bottom of a tank. We pull several inches from the bottom. But water must come from somewhere. We confirmed no water on Saturday April 20, 2024. Rainfall totals for ******, ******* for the week between our confirmed test and when ******************* claims to have purchased fuel (Sunday, April 28) was zero*. There was no causation at that time to get water into our tank. It wasn't your first time according to **** Your manager. Call him and ask him have you done that ? Has the BBB contacted him? Has the BBB contacted my mechanic? No you write snarky emails that give bogus evidence that show your lack of understanding  about boat engines. Your research is rainfall and citing your incorrect readings that nobody can possibly verify. Call **** your manager /  Call ********************* the Captain who you paid off who had water in his tank. 
  
  Additionally, he states that he did not fill up his boat again after April *******. I shall assume the other purchase dates indicated in 2024 were for his 3 cars and have no bearing on this claim. ****************** does seem to have a water intrusion issue with his boat, and I empathize with the difficulties he is facing. But there are several ways for water to enter a boat engine and nothing to show that the water came from our store. Circle K site ******* has not shown any water in any of our tanks through our monitoring system or through maintenance inspections on or around April *******.
  
  ****************** mentions another boat captain that had an issue with us. I can't speak to that. I can say every individual case is looked at thoroughly with the utmost concern for our product and our customers. If we had any indication of water, I would say that. Why can't you speak to this? Have you researched it? or does it not help your case? 
  Circle K prides itself on our customer service and our fuel integrity. This claim has no validity based upon our records for this location and, more specifically, based on the evidence provided by ******************. We once again respectfully deny this claim.
  Please feel free to contact me for further questions, concerns or clarifications.

   

  I would be happy to take your call ************************* ************
  
  ,      *******************
  
  Fuel Manager Circle K Florida

   

  
  
  Sincerely,
  
  *************************

*Some consumers may elect to not publish the details of their complaints, some complaints may not meet BBB's standards for publication, or BBB may display a portion of complaints when a high volume is received for a particular business. ↩