Fuel issues - Damned Supermarket!

I filled up with 99ron at a popular Supermarket petrol station on Saturday. It took *ages*, the fuel was just trickling in. Without exaggeration I was there for almost 10 minutes trying to fill my car up, which is a long time. After 3 minutes, my hand got tired, so I let go of the pump to swap hands and... the price just kept going up... This happened for about 10 seconds and then stopped. Odd, I thought. So I tried it again, pumped for about a minute, let go and... the price kept going up (with nothing noticable being pumped either). I realised that something was wrong, and came to the conclusion that the only way to prove it was wrong for sure was to continue to fill the car up and see what the final reading was. When it was eventually full (and after the same problem repeating throughout) I was charged £73.45 for 62 litres of Fuel. My tank was already over a quarter full when I got there, and even when I've filled from empty I've never paid more than £65, so something was definitely wrong. I took this up with the staff in the station itself and didn't get very far. "I don't know how you expect me to resolve this sir" was all I got. They refused to perform a pump test as they'd already done one in the morning (as if pumps can't fail during the day). So I went to see the store manager, who unfortunately, as it was Saturday night, was still in his teens and didn't have any real power. He asked that I come back on Monday to speak to the 'proper' store manager, and I said that I wasn't keen on doing this as it would appear that I'm accepting the transaction when I wasn't. In the end I insisted that they perform a pump test, which he eventually agreed to. The test basically consists of them filling up a 10 litre can to see if the readout states 10 litres when the can is full. As soon as they started pumping, the fuel was just trickling in, same as it did when I filled up. I asked them to let go of the handle, and again the readings still kept going up. A small amount of fuel was still dribbling out of the end, but I'm not convinced that it mached the rate in which it was being metred. They tried to fill up the can, one second it was pouring out, then it slowed right down, it really was as if random amounts of fuel were being chucked out. In the end, the can was overflowing before it reached 10 litres on the display, which he argued was in my favour, that I got more fuel for free. I said that I didn't agree, and that all it proved was that it wasn't accurate - and that my bill was much higher than normal. Also - whilst we were standing and talking, the numbers on the display still kept increasing, even though absolutely nothing was coming out of the hose. In the end, as he didn't have the power to do anything I asked him to write a statement which detailed the test he'd performed and that it was inaccurate, and said that I'd call back on Monday to take it up with his manager. Wow, that's all longer than I intended, but I do have a question - does anyone know what I'm entitled to here? My car read as full when I drove off, so some fuel did go in, but I've no idea how much, and they can't state how much went it. What can be done to resolve it?

I would speak to your local trading standards, they should sort it out for you. I used to work at a supermarket when I was at school, there are big fines for this kind of thing if things are wrong and they have not rectified it.

I've called the Consumer Advice line (you can't call Trading Standards direct anymore), and they just said to write them a letter. That's a little disappointing as I really wanted a stance on what my rights were if there pump wasn't working and they couldn't state how much fuel they've given me. I'm popping over there to speak to the store manager later, I'll let you know how I get on...

So which Tesco is this so others can benefit? (Only Tesco does a 99) Whilst frustrating, and concerning, the fact that it is potentially from teh sound of it in your favour I'd not get too worked up, lifes too short. If it was the other way I'd go ape! Cant believe you have never filled up so much, I've regularly put over £80 in the tank!

Tesco in Bury. It certainly wasn't in my favour, the test just proved that it was spewing out random amounts of petrol. Over the fill of my car I was actually worse off - I expect to the tune of about £25. I've certainly never had it to £80 before, £65 is about the max I've put in, but then I try to avoid running the car really low. I know it's only £25, but it's more the principle of the matter. It's a commodotity that's overpriced already, so I'm sensitive to being overcharged.

I would have thought they would have given you the benefit of the doubt and given you a gesture in the spirit of customer services i.e. if they had of just given you a £10 store credit or something you would probably have shrugged your shoulders and accepted it. If I were you, I would leave it and vote with your feet by not going there again. Sounds like a lot of hard work and inconclusive evidence to make anything to stick. Just my tuppence.

As well as voting with your feet you could publish your disgust on a wide read internet forum. Oh, wait...

I too would have thought the best policy here from the store manager on duty would have just been to say that we're really sorry, ask how much you think you were overcharged and refund it in clubcard points. Customer service doesn't cost a lot does it... it's common sense. After this, I think I'll be sticking to my local Shell :thumbs:

Round here in East Anglia it always seems to be the Shell stations that are involved in credit card cloning. You can't win can you?

Hi Storm, You paid £73.45 for 62 litres of fuel. That equates to £1.18 Per litre. Does this tally with the marked price per litre on the pump? (Sounds about right to me .. local price is £1.2 per litre) As far as I know a 996 holds 74 Lit so allowing for a non linear gauge, 62 lit to fill from the 1/4 mark seems reasonable? :dont know: From these figures to fill from empty would cost approx £87. ( assuming the tank was completely dry before you fill) Does this look about right? If these figures look reasonable then let it be. If not call trading standards and ask them to do a calibration test on that pump. At the same time lodge a dispute with the garage in writing. Best not to try to diddle the garage if you find that the error is in your favour. Honesty is always the best policy. The thing is most of us would resent being diddled so why do it to others?

Storm Are you saying that when your car is 1/4 full there is still almost 7.5 gallons (33.18 lit) left in the tank??? :eh!:

FWIW I'm with Achtung in principal, I really dont think it can be that bad. I'm not familiar with 996 fuel gauges but over the years on here I have read various thread IIRC that suggested towards the bottom they are not very accurate? Might be worth searching on here, but I suggest that you may have had less fuel than you thought. Also to add I'm not trying to aggravate your problem, I hate that retailer with a passion!! Unfortunately they do supply decent octane fuel :evil:

Chris," I would be interested why you" hate that retailer with a passion" as I hold a senior position within the company.

not being funny Ian but should you not be more concerned about the OP's issue before Chris's issue?

I think you have to give the real manager a chance to correct/respond to this. As annoying as it it there is not a 24hr manager with authority, seems reasonable to await their decision. IF the pump is acting up then Trading Standards, and possibly a nice story in the local rag will focus the immediate store's and the chain's mind. Alternatively, find one of those nice cashpoints that dispense £20 notes instead of £10s and you laughing!