(1 star) Absolute scam car wash and the rudest, most incompetent management I've ever dealt with at any gas station. They should get zero stars! Paid for the top-tier wash (triple foam, graphene, tire shine, the whole thing) and got literally NOTHING but a basic rinse. No foam, no graphene, no extras at all. Went inside, first employee just shrugs like this is normal (because it obviously is). Then the manager (young Hispanic woman) comes out already locked and loaded with her autopilot BS she's clearly said 500 times before: "I have to check the cameras, write your number down and I'll call you." Hands me a pen that barely works and a scrap of receipt paper. Had to press down like I'm carving into stone just to write my number because even the damn pen was broken. Shocker--no call ever came. This is NOT rocket science. Her ONE job is to make sure her employees actually fill the soap tanks, stock the chemicals, keep the machines working, and run the place properly. Instead they're all trained to be cheap, cut every corner, save a few bucks on supplies while still charging full price for premium, and then hit you with the same fake "I'll call you" routine when you get scammed. Systemic laziness and stupidity that starts at the top with her. She deals with these exact complaints every single day yet does nothing to fix the root problem because that would require actual work. Tried the air machine after--completely dead. "That's not our machine, we don't control it." Real cute. California law says you HAVE to provide free working air to paying customers. It's on YOUR property. If your vendor isn't fixing it, get a new vendor. It's not that hard. I've been to dozens of other Shell car washes in California and never once had an issue. This specific location is intentionally ripping people off, refusing refunds, and hiding behind the fake "I'll check the cameras and call you" routine because they've been getting away with it forever. Stay far away. Go literally anywhere else. These people do not deserve your money that is clearly not being reinvested into the services they are required and expected to provide. I'm an attorney and I was visiting the area because I have family nearby and it's apparently known about town that this location is incompetent. (Already reported to Shell corporate and filing complaints with California Attorney General and Weights & Measures for the repeated fraud and broken air machine. Enough is enough.) All you have to do is the right thing. Spent $87 for gas and NO CAR WASH just a weak water rinse. This manager who just chit chats on the phone outside should take a trip to San Francisco and visit the Shell on 19th Ave and Lincoln to see what a REAL functional car wash is all about ! Provide the actual service that people paid for - Simple right? read more

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Would give ZERO stars if possible. Horrible place that I do not recommend and will never use again. I went here to purchase gas and decided to get a car wash as well. After I was done fueling I went to the car wash which was empty and input my pin and was directed to drive forward. I drove forward until I saw the light turn red and then looked down to put the truck into park and double checked all the windows. When I looked up I saw the yellow light flashing to back up which I started to do and then the wash completely turned off. I backed up to see if it would restart but it did not so I went into the store to see if they could restart it. The lady said she needed to watch the video which she pulled up and it showed that I had stopped, the light went red, and then started flashing yellow for a few seconds and then right when I started to notice and back up it shuts off. She then tells me that this is not a "malfunction" so they cannot issue me a refund and restart the wash???? I tried to discuss this with the lady but she wouldn't listen. This is illegal. How can you charge a customer 17 dollars for a car wash and then when it aborts the car wash you don't restart it or offer a refund? This feels highly illegal and I am reporting to the FTC and california department of justice as a deceptive business practice. I don't typically leave reviews but this was absolutely unbelievable and then when I told the lady that this was poor customer service she told me that she wasn't being rude so it wasn't bad customer service... what??? Absolutely ridiculous and this business just lost all of my family and friends business. read more

Gas person not there but sleeping in car what a way to run a gas place ill never come here again read more

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If I could give them zero stars I would. I incorrectly pushed my code too soon, and it would not work when I punched it in again. They refused to give me a refund or another code. Was it too much work? A little inconvenience? After pleading with them, they finally gave me my money back. read more

Some of the worst customer service I've ever experienced. I went and used my credit card for $18.26 and was asked to sign a " customer copy" receipt and I asked for the merchant copy to sign ... they don't have one. I let the young lady know that I was not comfortable signing a customer receipt. At that point Brenda, the manager told me that was the store policy " her policy"!. I can let her know that I was not comfortable signing something that didn't require a signature legally. We then decided to cancel the transaction and the keypad did not know a credit... I pointed that out she walked around and hit the button up properly and let me know she would give me something that shows a credit. Again, she wanted me to sign the customer copy of the credit... I took a copy of the receipt and walked out away at which point she let me know that I will see if I get the credit. I support any policy that company has in place but it should be clearly noted and the Credit card transaction should have a signature block. I went back in the store to talk to her about the legality's and she quickly told me to get out of her store that she did not have to deal with rude people... Please no I never raised my voice and did not disrespect her in anyway. She did not like that I was asking questions as a customer. In reviewing yelp It's obvious customer service is an issue at the store. I was hoping to receive a call or text message back from Ernesto, District Manager, but have not. I have left two messages and text him ... to no avail. Customers are not his priority and that is apparent. I would really like confirmation that I will be receiving my refund back. read more

Shell-East Cotati Carwash - Explains my situation - Gas Stations Near Me - Rohnert Park, California

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Wish I could give this Gas Station 0 stars, but that is not an option. I went to this station to get air in my tires and deposited 4 quarters, but the machine did not start. I talked to the attendant to see if they needed to turn it on and she said it was broken. I asked for a refund, and she said no as the machine was broken - which made no sense. When I asked why there was no Out of Service sign she replied "because it is broken" and refused to give me a refund read more

I gave the supposed manager 'Brenda' a $50 bill got a car wash & put the remaining amount ($38) in my tank. I looked back at the pump a few minutes later the amount was zero and the pump had stopped so I thought we were good and went through the car wash. My gas gauge never moved. No gas was in my tank. I pushed had to to 'E' so I was still clearly out of gas. I went back in immediately after the car wash to tell Brenda the pump hadn't worked and I didn't get any gas. She told me there was nothing she could do. I was stuck there with an empty tank. I told her I could wait for her to figure out what happened and look at the camera (this is not a busy gas station btw) but she said she couldn't do that. I told her I would wait because I had zero gas in my tank. She told me she was too busy cleaning that she wouldn't be able to help me until she got off at 1 pm. I asked it she could look at her transactions and she couldn't pull up the receipt - she showed me a different one for $59.99. I only had a $50 bill so that was not my transaction. I have a feeling Brenda if that is her name is scamming people. She definitely got my $38. I understand now why no one goes to this gas station & also why it has less than 2 stars. Let this be your warning: Stay far away! read more

Paid for car wash at machine at 10 a.m. Instructed to move forward into wash. Seemed odd that the usual green/red lights not working but went in. Nothing happened even after trying to reposition Went inside- cashier said can't help. Manager would be back in afternoon. Called at 2 p.m. told manager gone for the day. Took my info and said mgr would call next day after checking security camera. Okay-fine. No rerun call. Went back two days later and was told mgr not there-again. A week later and no call and no refund. Will escalate but beware! read more

Beware when buying Lottery tickets there!!! Second time in 2 weeks where the Mega Millions is high that employees kept some of my quick pick numbers. Went back both times to confront them. First time the woman pulled them out from the register. Second time today she apparently forgot to print them. If you go in with papers filled with numbers and ask for quick picks as well, count all the tickets given before leaving. The employees are stealing them!!! read more

Multiple times I have come here and the person behind the counter is cracked out and passing out in the back room. I've had to go wake them up to ring me up. Then the last time my boyfriend went in they refused service because my name was on the card he was paying with. This has never been a problem in the past 3 years we have been coming. Just a bunch of crack heads who don't know what is going on.. read more

Went through the car wash today spend $8 on plus wash and the cleaning machine did not work. I went to the front desk to get another code or my money back and they told me they could not refund me and that the manager would have to review the cameras the next day. There was a young man and supervisor woman there woman who both could not help me. I am very disappointed in this poor service. read more

Don't waste money here. The machine is not a good one, it did not do a good job on the wheels (they where essentially the same before and after the wash). What's worse is that the people would not allow us to go back and re-do the wash. Their claim was that most people are not happy with it and they can't afford to offer everyone a second go. I suggest everyone avoid the first go and solve the problem that way. Simple. read more

Car wash is out of soap and attendant doesn't know how to fix or provide a replacement code to make up for it later. Don't waste your $$$

Been coming here since I moved here a few months ago. Good price and friendly, very helpful, staff

I just had a terrible experience here. I bought $10 gas and car wash, but the car wash machine was not working correctly (the front brush didn't come down). So I went to ask if they can fix it. But instead the woman there gave me a refund of $7. She seemed to be new at the store because it took time to give me that refund. Anyway I was supposed to get charged only $10. However, when I looked my bank transaction, their charge was over $35. I went back and asked the manager to change it. She didn't respond very well and told me to go to my bank because it is a mistake of the bank. I didn't think so, but I went to the bank. As I expected, the bank didn't change the amount of transaction saying I must have signed on that receipt. Although I lost those receipts, I remember It was only $17 at first, and got $7 back on my account. It is absolutely Shell's fault. This station is the closest from my home, but I will never go back to this station. read more

I had the worst customer service ever at this Shell ! I came especially to this gas station so I could get a Carwash. I filled my tank up and bought a Carwash. The Carwash didn't work, I went inside and told the attendant. She continued to blame me somehow I didn't do it right? She wouldn't give me my money back or the Carwash that I paid for. read more

Horrible service. It was my first time getting a car wash and the instructions were sorta confusing. I slowly drove into the car wash and stopped because it told me to and the soap started spraying but it wasn't hitting my car. At this point I drove through the car wash to go tell the workers inside what happened and they told me that they couldn't give me a refund or another car wash because it was MY MISTAKE. What kind of customer service is that?! Never going to get my gas there ever again read more

Employees at this station do not know the law with refilling 5 gal propane tanks. The attendant at this Shell station told me my propane tank was too old and it could not be refilled because of the expiration date on the tank. This tank was exchanged last year (2019) at this Shell station with a certified tank. Certified tanks are good for 12 years. When I questioned the manager it was obvious she too did not know the certification process. I drove over to the Valero station on Southwest and the attendant filled the tank without problem. To this Shell station owner. Your employees are costing you business. read more

Worst customer service. Ever. I've been to plenty of broken car washes in my life and this is the first time that I couldn't get a refund or another car wash code. I drove up to the machine and paid, but the screen said the car wash was in use even though no one was in it. I drove into the carwash anyway and waited in the designated spot but only the red and yellow lights would blink, the green light never came on. I drove around to the office and told the woman what happened, she said I had to wait for the manager because she was in the bathroom. I had to wait 10-15 minutes for her to get out of the bathroom, then the manager looked on her phone and said the green light was blinking so there is nothing wrong with the carwash. I repeated my story but she said that it had been so long (because she was in the bathroom!) so she couldn't give me a refund. I said, so I paid $11 for a car wash and I'm not getting anything???? And said repeated that she couldn't give me a refund. Even though this is the closest gas station to my house and I get my gas, propane and car washes here regularly I will never go here again. read more

If I could give this place zero stars I would. This has to be the worst gas station and management I have ever encountered. All of the women behind the counter are not only rude but incompetent. They can't grasp the idea of actually doing their job so they blame everything on the manager and hope you go away. They are so broke they had to steal $13 from an actual child and refuse to give her a refund or some sort of service/goods for her money. You all suck! Maybe if this place had better customer service they would bring in more $$$ read more

Today I had the worst treatment by a "neighborhood" business. Shell Gas Station is knowingly cheating the neighbors who use the car wash. Why do I say "knowingly"? It's the sign on the car wash that tells you not to enter your code in until the other car is "fully out." I waited for what I thought was the right second, entered code, green light did not come on. Cars were stacked behind me so I paid again completely expecting to be reimbursed. I was not. Angel, the shockingly rude clerk, said, "You didn't read the sign." Refused to give me my money back and refused to give me the manager's name or when they would be there. Why is there a sign? Because they know full well the machine doesn't work and they're ripping people off, what, daily? It was $13.00 for me today. That adds up, People. It's wrong. I will never buy gas/car wash/ or anything else from the Shell Station on East Cotati and Maurice again. This is a small town, and you're stealing from your neighbors, in a global pandemic no less. What goes around, comes around. And to Angel, the store clerk, be a better person. You know this is wrong. read more

Customer service here has improved in the last year or so. The pumps don't run out of receipt paper as often as they did, either. My only complaint now is that it's sometimes just too busy, and they regularly have at least one or two pumps that are out of order or not in use. read more

They advertise $0.20 per gallon discount if you buy a car wash at the time you gas up. I selected the basic car wash at the gas pump but did not receive the discount. The clerk was very polite but not able to credit me the twenty cents times 14 gallons. I then bought the cheapest car wash at $7.00. Not much soap in the wash; car was wet but not much cleaner afterwards. read more

CA law requires that all gas stations provide free air to customers who have purchased gas or diesel. On Monday 6/29 at approximately 2pm, after filling up I was denied free air. I had to ask three times and walked back and forth between the air/water station and the office asking the attendant to turn on the air. On the third time I said "you know its a law that you must provide free air if I have bought gas?" she said that it was not a law and that she did not need to provide it. read more

I have a outdoor restaurant down the street and we can go through about 12 propane tanks a day. I use to come here to get them filled, at about $200 a run. Not anymore, the two ladies that work there should not be in the customer service business. They almost run when they see me. I have wasted so much time going there to just be turned away for varies excuses. I believed them for a while but it became apparent that they just don't want the business. As a business owner I would be very upset to find out that I lost 2k a month in business because of two lazy employees. read more

Worst customer service I've ever experienced in a gas station. I called ahead to confirm they do propane. The girl on the phone seemed nice and was informative, explained to me my options and told me that I need to hurry because they close in 10 minutes. Now normally I'm not the type to show up a couple minutes to closing to ask for such a timely task like this but the girl on the phone was friendly and was well aware of the timing and most importantly didn't give me the impression it would be a big deal. Got there just in time, only to be given attitude by the young guy with the classy neck tattoo. His behavior and mannerisms reminded me of my teenage daughter with her eye rolling and tisk sound he was making. Pretty sure by his reaction he was going to be getting off work at 6 and somehow my request at such a last minute is greatly inconveniencing him. Also pretty sure he's not qualified to operate the propane filling station, not with that immaturity & attitude. I tried to explain that I called ahead and he rudely interrupts me to tell me to wait a minute with his finger in my face. Now let me say I am friendly by nature and spark up conversations with people in line, hold open doors for people, sometimes multiple people and jokingly tell them I'm today's door man & I tell everyone and I mean everyone to have a great day. It's not work for me it's just second nature, the way I was raised. I'm not accustom to receiving this type of treatment by a stranger let alone a business of which I'm going to be giving my hard earned money to. So needless to say at this point I'm ready to walk out but I figure I need this propane for bbq, I am most certainly guilty of lack of preparation. My fault completely. Desperation kept me there to endure more of their poor customer service. He proceeds to asks the girl in the office and she says no, and that they close at 6. We both look up and the clock and its still not 6 yet. She seems very irritated she was interrupted with her face booking on her computer. I told her I called and spoke to a woman, she gives no impression she is even listening. She mumbles something which I can't hear very well but looks like more attitude and that's all I needed to kick rocks. I shouted out that was enough & walked out. These people are in the wrong type of business, maybe this kind of attitude flys in other cities or countries, but not here. Evidently this group of people working here must be feeling quite good about themselves that they don't need to provide customer service to stay in business. With so many gas stations in the local vicinity, they are generally more expensive than the others too & finally the fact shell is not a quality gas product in comparison to their competitors, tractor gas. Btw I went to chevron, they provide propane late into the evening and they are very familiar with shell gas stations reputation. Chevron employees were accommodating and friendly. And they are right down the street. After this entire ordeal I decided to write this review and low and behold, I saw all the other reviews. Glad to know I wasn't treated any differently than any of their other customers. Wouldn't want to feel special or anything. Ha read more

This is the worst customer service I've ever experienced. Like everyone else the car wash wouldn't work. I went in to get help and they made me pay again swearing it was my fault. Then I went and took a second try. That one didn't work either and they said I was doing it wrong. Maybe I was but why couldn't they explain how to do it?! They then wouldn't let me finish. My car was covered with soap and they made me leave. Unbelievable. Really upsetting to be treated so poorly. I will never return!!! read more

Worst Shell I've been to so far. Not really the biggest fan of Shell gas stations in general, but this one has the highest gas prices in the area. They don't give a discount on gas when you purchase gas, like some other ones do. I actually had to only fill up half way because the pump was taking forever. So high prices, slow pumps and no promotions for getting a car wash. I won't be back. read more

This gas station has quite literally the worst car wash I have ever used. The bad experience started right away when I pulled up to the machine and realized that there is no card slot there! You have to prepay before you pull up to the lil teller. So that sucked because I had to get out of my car and walk into the store. That should be advertised before entering the "driveway", especially since the wash is after an intense curve you can't just back out of. The wash was fine, not worth seven dollars (didn't get my back bumper). Then the damn thing trapped me for a few minutes. The stopper that keeps you in place/lets you know when to stop apparently doesn't go down, or is broken. I had to rev my engine and basically sit there with my tires rotating because I had no momentum to get over the bump. Maybe not a problem for larger cars, but for us with light cars with small wheels, it kinda sucked. Eventually (obviously) I went over it. If you're getting a car wash, just go somewhere else. The quality of wash is absolutely not worth the money... That alone should be enough to turn you away. read more

I walked in and was immediately greeted by a pleasant cashier. As I walked through the store I was impressed on how clean the station was. The transaction took a total of 30 seconds. I would highly recommend this place to anyone. read more

I would give this gas station zero stars if I could. I got a carwash here and came out with multiple scratches on my hood, driver and passenger door, as well as my trunk. Im waiting to here back from them but With the terrible response they gave me when I told them about what happened I dont expect to hear back soon. Filed a claim with my insurance. read more

Wasn't surprised to see all the low reviews of this gas station. Stopped here today after class to put air in my tires (which I have to do regularly due to a nail in one of my tires) and as I approached the machine it said Air+Gas is $1.50 either quarters or card so I put the quarters in and the machine didn't start up, so I pressed the button on the side of the quarter machine which is apparently used to start the machine and still nothing. I walked inside and informed the trashy looking attendant with the lip piercing and tattoos who seemed like was in absolute pain of just being there that the air machine wasn't working and requested my money back. She gave me the money with attitude, came outside and had a coworker activate the air from inside and it worked after which she rudely told me "maybe you just don't know how to use it". Well I used the air for 3/4 of my tires until it was turned off after which I tried to use my CREDIT CARD instead, and after swiping three times (both sides of card) the machine was still not responding. There's obviously an issue with the payment machine outside that doesn't activate the air. I would suggest management hire someone more content, educated, and more customer oriented if possible because I've recently moved to this area and this gas station is closest to my house, but after this experience you'll never catch me pumping gas or grabbing a snack from inside this place ever again. I don't mind driving a half mile up the street to go to 7/11 so I don't have to deal with rude low lives. read more