Shell

"Bill and his team have worked on my cars for many years. Dependable, honest and all around great experience. I must say that Jason is the best mechanic I've come across... he thoroughly explains the mechanical ins & outs, and always has my best interest at heart as a car owner."

"Angela was the worst attendant ever. I know it’s baltimore and you take what you get with this job but rude hostile and doesn’t understand how a pump works. I live a couple blocks away and because of her I will no longer come here again. Also letting everyone know about this experience"

"The customer service is horrible. Very unprofessional. I went to put air in my tire and was having difficulty with understanding how to use it. The air pump was a little weird because it had a lever that I was not familiar with. I decided to go inside to ask for assistance, specifically just to know how to use it, not for someone to do it for me. As I am walking to towards the gas station store, I encounter an older gentleman with grayish whitish hair about shoulder length and asked him if he worked there and he proceeded to say yes, walking by grumbling that he just got to work. I totally understand Just getting to work and someone asking you something. However, I am a customer and it could’ve been expressed in a better way that he was just getting to work. He didn’t even bother to say “Let me see how I can help you” or “Let me get someone else to help you “nor bothered to inform me that they were not open yet. He proceeds to go to through the cashier booth to the back where car repairs are made. I could overhear him telling someone in the back that I needed help but again he did not communicate anything to me. I encounter the cashier- a young caucasian guy with short dark-hair with gauges to see if he could assist me. He had no clue so then I proceeded to ask for a manager or the owner of the gas station that I could complain to because it was extremely unacceptable that nobody came to communicate 1) they weren’t open yet or 2) to even just tell me simply how to use the pump. So after asking for the number and being denied, I asked who the owner was and after deciding if he should reveal that info or not, he states Bill is the owner. Not sure if Bill heard me going back-and-forth with the cashier about contact info but Bill appears from the back (after also being told by the older worker that I needed help with the pump) stirring his coffee stating they’re not open yet, “I have to wait 10 mins for help”, etc. No customer service skills whatsoever. I then asked him for a number to complain and he flat out told me he would not provide that. And proceeds to say I need to wait 10 mins! This area is predominantly Caucasian and I am pretty sure they would have been treated the exact opposite. So after waiting about three minutes, Bill comes out with a coat that reads Bill and starts to help me and his attitude was completely different. He began to explain how to use the pump, how they need to put a new sticker on the pump to make it more clear on how to use it and even pumped an additional tire that I needed adjusted. This is the level of customer service that should have been provided from the jump. I shouldn’t have to go back-and-forth with employees and an owner who refuse to give me contact information to complain when that is my right as a customer. I shouldn’t have to encounter employees who don’t want to do the job simply because the place doesn’t open for another two minutes. Effective communication and exemplary customer service is a must."

"Needed a quick repair of my Honda minivan slider door that wouldn't fully close and was draining the battery. The Honda dealer couldn't guarantee they could even look at it and wanted $145 to 'assess' what is a known design flaw and has happened on all 3 of the vans we've owned. Anyhoo, the mechanic at Shell was willing to take a look. Dropped it off after hours and the next morning they had it on the charger and were checking it out. It would have required to order parts, several days to receive and replace in order to fully repair. I needed to get on the road so they did the next best thing and got it to stop draining the battery. It was ready mid afternoon same day and the cost was less than Honda wanted to just look at it! Friendly, quick service. Well done!"

"Called to see about getting a tire plugged and was told I'd have to leave my vehicle and they would "try to work it in". I can understand being busy...glad to have a local business doing well... but it's a 10-15 minute job. Never had that experience in the 30+ years I've been a customer. Always had great service prior to this."