Fred Meyer Management
8955 SE 82nd Ave…read moreHappy Valley, OR 97086
Dear Sir/Madam,
I am writing to formally lodge a complaint regarding a hazardous incident and subsequent poor customer service that occurred at your Fred Meyer location at 8955 SE 82nd Ave, Johnson Creek, on Thursday, November 28th, at approximately 10:24 AM.
While using pump #1 at the diesel self-service station, the pump failed to stop automatically, resulting in an overflow and a significant diesel spill. I promptly sought assistance from the station attendants, who were screaming to shut down the diesel pump due to the hazardous spill. One of the employees who came to help clean up the spill mentioned that this issue with the diesel pumps is recurring and has been previously reported to management, but no action has been taken to resolve it.
Following the incident, my wife and I went inside the store to speak with the management. We waited by the florist area until two men approached us. The older gentleman, who we later learned is named Kevin and is the assistant manager, asked how he could help us. When I explained the hazardous situation and the need for the diesel pump to be fixed, he dismissively claimed he had never heard any previous complaints about it and blamed me for the incident because I used the self-service pump, insisting that I was liable.
He was very rude, speaking loudly and treating us as if we were ignorant. When I asked to file a claim in case my vehicle sustained any damage from the incident, my wife detailed the incident in the claim form. After she finished, Kevin rudely pulled the paper from her hand. When I requested a copy, he said they would call us and attempted to keep the document. We managed to take pictures of the claim before leaving the store.
After leaving the store, we asked a store employee for the manager's name, as Kevin never introduced himself. We were informed that the store manager is named Jackie and that she was off for the holidays.
We then called 1-800-KROGER to report this incident and open another claim. The employee who took our report was more understanding and apologized for the situation. We requested a phone call from upper-level management as soon as possible.
On November 29th, we received a voicemail from a Kroger claim representative, but when I called back, no one answered. I received another voicemail on Sunday, December 1st. When I called back, I spoke to another employee who did not know what I was talking about and asked me to open another claim. I requested to be transferred to management multiple times, and she placed my call on hold, but no one picked up after several minutes, so I hung up.
I am deeply disappointed and frustrated with the way this situation has been handled. Not only did we experience a hazardous incident, but the customer service we received from the assistant manager and subsequent interactions with your claims department were unprofessional and dismissive. This is not the level of service I expect from a company with the reputation of Fred Meyer.
I request that you investigate this matter urgently and take necessary corrective actions to prevent future occurrences. Additionally, I seek assurance that the claim we filed will be properly processed and that we will be informed of any developments. Furthermore, I would appreciate a response detailing the steps that will be taken to address this problem and ensure customer safety at your gas stations.
Thank you for your prompt attention to this matter.
Sincerely,
Jorge A
