Exxon review: Bad customer service/bad employee ( 1 comment)

Subject: FORMAL ESCALATION REQUEST – Franchise Owner + Regional Management Review Needed (4112 Hillsboro Pike, Nashville, TN)

Dear ExxonMobil Customer Relations:
I am submitting a formal complaint and specifically requesting escalation beyond store-level and district-level handling to both the franchise owner/operator and regional management for review.
This incident occurred at the Exxon station located at 4112 Hillsboro Pike, Nashville, TN, on Friday, May 29, 2026, at approximately 2:00 to 2:30 pm.
After purchasing gas at this location, I attempted to use the restroom. I saw a wet floor sign outside of the women’s bathroom, and an employee informed me she had just cleaned the floor and that I couldn’t go in the restroom; she was denying me access. She had headphones on, took them off, and while I was asking what she wanted me to do because I really needed to use the facilities, and trying to ask how long it would be before the restroom would be accessible, she shouted, “Did you hear me? I said you can’t go in there! I just cleaned it.”
I am an elderly woman and have been a head cashier in many top stores, but nowhere was I trained that a wet floor sign meant “non-accessible,” especially to a paying customer, only that it was a warning for their own risk.
When I tried to politely again ask how long it would be unavailable, the employee responded in a confrontational manner and repeatedly instructed me to “Get out of my store, get out of my store,” waving her hands and pointing towards the front store door.
She then yelled throughout the store for another associate, who did come out into the chaotic discussion. When I asked that lady if she was the manager, the young employee in question said, “No, she’s not! Now leave,” again pointing towards the door and accusingly said, “Oh, so now you use a kind voice!”
I was in total shock and surprise at her demeanor, her customer service, and apparent lack of training.
She also told me to go use restrooms at other locations around the same area, but I refused since I had just made a purchase there, and I was on a time schedule.
Although I continued to try to explain to her that I desperately needed to use the restroom, I did not act in a disruptive manner while ignoring her demands that I leave “her” store. Of course, her immedIate rage and confrontation with me, apparently because she may have to re-mop my steps on the floor, did put me in automatic defensive mode. I was simply seeking clarification regarding restroom availability after making my gas purchase at the location.
I felt disrespected during this interaction, and I believe the situation was handled in a manner inconsistent with acceptable customer service standards. I am requesting a formal review of employee conduct and store operations.
Due to the nature of this incident, I am requesting:
Escalation to the franchise owner/operator of this location
Escalation to the regional operations manager responsible for oversight
A formal investigation into employee conduct and customer service procedures
Written confirmation of receipt and a case/reference number
A written response outlining findings and outcome
Thank you for your attention to this matter.
Sincerely,
Melody Rife
[protected]
[protected]@gmail.com

Address not found
Your message wasn't delivered to customer.relations.email@exxonmobil.com because the address couldn't be found, or is unable to receive mail.

The response from the remote server was:
550 5.1.1 User Unknown