Esso: 17145 Yonge Street, Newmarket, Ontario / Rude Customer Service by Manager
Re: My Esso Experience at: 17145 Yonge Street, Newmarket, Ontario
On Saturday, November 5, 2011 at approximately 3:45 pm, I fueled my car and I purchased the luxury package car wash. Please take note that I only go to Esso for my car wash and I have never had a problem at any other stations until today, at this station. After taking my 2003 50th Anniversary collector’s corvette through the wash, I noticed that the car was still dirty; after informing an employee, who saw the car, he directed me to the Manager at which time I was speaking to Kalid, who told me to wait until he deals with customers…I told him that I was a customer and I already paid for a service, but he did not seem to care.
When Kalid final spoke with me, Kalid went to look at my car and then told me that the car was still dirty because I should have “squeegeed” it first before going through the wash; I reminded Kalid that people pay for a full wash here and not a “wash yourself” service and that using a squeegee could damage my paint. Kalid argued with me and while continuing to argue with me back in the store, a lady came in and informed Kalid that she has the same problem as I do but he argued with her too and he insisted that she squeegee her car too!
Who, in their right mind, would inform a customer to squeegee their car before a wash?!
Kalid was rude to me, he was rude to the lady customer after me and he was rude to my girlfriend. I did not give him my name or number, because he seemed threatening; I was afraid that he may try and continue his threatening behavior outside of his work hours; Kalid even tried to photograph my license plate with his camera phone…and I ask why, when as I informed him that he has my car on the security camera.
I have lived in the area since 1979 and I have never had a rude experience, especially with a store manager, ever. As a firefighter, I provide service to the public that involves risking my life so, to have a Manager, where I give my money for a service, be rude not only to myself, but a female customer and my girlfriend too, is unprofessional and uncalled for. If he cannot handle being a Manger, he should consider an alternate career. If you require to see footage…have a look at what he had a female customer do to her car [squeegee]. Kalid eventually gave me a rewash but it was a bad wash too and my car is still dirty. Other customers commented to my girlfriend how ridiculous Kalid was and unbelieveable that he insisted the lady and I squeegee our cars.
I would like this report to go to the President’s office, and I would like a letter of apology from Kalid and to know what actions will be taken to reprimand him for his unprofessional conduct to two customers in a row. He should also attend customer relations courses and definitely not be put in a Managerial position until such time that he learns appropriate customer relations skills. If I don’t receive an appropriate response, I will take this matter to local media and news media.
Although I have read a few bad experiences with Esso car washes and employee experiences, I have never had an issue with Esso in the past and I have even purchased daily wash passes. I hope that the President’s office can resolve this matter to my satisfaction and that this matter can be laid to rest.
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