On ********* at approximately ***am, I entered what I am now aware is Racetrac property...

GetHuman2458961's customer service issue with RaceTrac from March 2019

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The issue in GetHuman2458961's own words
On ********* at approximately ***am, I entered what I am now aware is Racetrac property walking from Delk Road towards the entrancre of your store. I had two $** bills in my left hand. A white male, approximate ** years old, had been walking behind me. He ran by my left side and grabbed the $** bills out of my hand. I began to chase him, I’m ** years old, so unable to keep up as he ran behind the Racetrac store on the right side and towards the rear of the building. Once I approached the back of the building, I scanned the area but did not see the individual.**I walked back to the front of the building, turned right and proceeded down the walk of the storefront and looked inside. He was sitting at a bar stool along the front window and, most anyone would be having basically been mugged, I rushed to the front door as the individual was walking towards the same door in an effort to leave. Again, as most anyone that has just been robbed of $** would do, I held the door so the perpetrator could not leave. I said to him, “Give me my money”.**At that very moment, your night time security guard rushed ftom her usual position leaning against the frozen yogurt machines and immediately began screaming at me, “YOURE NOT GOING TO BRING THAT IN HERE! GET OUT OF HERE, AND GET OFF THIS PROPERTY!!!’. She proceeded towards me as I, frustrated at the entire situation, moved into the parking lot and towards the edge of the Racetrac ptoperty. I will not deny there were words exchanged between the security guard and I, but I would ask *** men in my shoes how calmly they would have handled the same situation and I highly doubt the majority would indicate they would remain calm. While your security guard forcefully insured I was marched off the property, the perpetrator walked in the opposite direction and disappeared.**NOTE: Notice, I did not say I was robbed at gunpoint, but what if I was assaulted with a gun. This is the logic I want Racetrac to keep in mind.**Your security guard, yelling, demanded me off her property or she would call the police. I, in my own very loud voice advised her “I wish you would call the police. He stole my money!”. By this time the thief had disappeared towards the East end of the building into the darkness. I proceeded around the peremeter of the Racetrac property along Delk Road and down the side street on the East side. Once I recognized this thief was gone, I began walking up Delk Road towards Motel * where I was staying,***). No additional interaction between me and your security guard ftom this point.**). Absolutely no concern, not one second was allowed me to explain the thief had robbed me of $** as I was treated as an unwelcome intruder. Not once did your security guard or your employees question why such activities were taking place when I was robbed in your parking lot. Had this thief had a gun when he grabbed my *money, how would this look for your employees, including your “Security Guard” if I had been shot or harmed as a result of this altercation? I was not given the first bit of due diligence, nor were my actions questioned to ensure everyone’s safety, I was ordered to leave the property without any further credibility.**Not realistic I had been banned from the property, I again entered the facility this evening, purchased items, and as I was leaving, standing outside towards the West corner of the building was a young African America man, with an accent I am guessing is Jamaican, and was asked, “You do realize you have been banned from the property?”. I began querying this young man about this ban and the incident described above. He advised me it, at least in part had to do with me disrespecting your security guard. Additionally, the young man lectured me on how I could have better handled the situation , and that was not the first time I had “caused” such a disruption. I have *** years in corporate America, managed and having received training in client relations as a key conduit for clients producing hundreds of millions in annual revenue. Under the circumstances I’ve described, and these are accurate from my perspective having been robbed of $** on Racetrac property, no one from Racetrac, prior to this complaint has asked, been told or in my opinion cares less about what transpired that night that perpetuated my actions. I will repeat that, should I have been harmed during what I will define as a robbery, the source of this communique would be an attorney.**No words or, to my knowledge questions, were ever directed or posed to the thief they strolled off into the night. For all intents and purposes he did the same type of assault to another victim at another establishment. Your young employee with the misguided advice that I will simply ignore, said the authorities were summoned, which I applaud. Had the altercation with your security guard been managed in a knowledgeable, well trained manner, asking me, even in the same aggressive, loud and demanding tone in which I was ordered off the property, in an effort to understand what had transpired, the outcome that now has me boycotting this and every other Racetrac would have been less of an issue than it is.**Your young employee with the Caribbean accent with the knowledge in the area of victim psychology and acceptable behavior, indicates their are other instances whereas I acted in an aggressive manner, although he was unable to provide any detail or information to support what he believes he witnessed in an additional and separate incident.**I have no problem not being allowed on the property of this or any other Racetrac. This experience, what I observed and believe to be poor training with regard to your new security guard and how this incident was handled, as well as the opinion expressed by your young employee, the representative of your company that had advice on what I should have done, is uninformed, demonstrates a lack of management and training, and I will further repeat that had I been harmed while nothing whatsoever in the way of interest was directed towards a thief that stole money from me and was theoretically validated and protected by Racetrac, this report would be generated within a legal setting.**I will not patronize, enter or contribute money in any way to Racetrac, again. What I do request and is my only objective is an apology for this incident not being handled where I was given credibility, concern for my safety or the safety of a others as I was merely ordered off your property. I also request an apology from your young and inexperienced employee with the expertise to coach me on what I should have done. If it were I, this would be an opportunity to impact the rest of this young, inexperienced man’s career as I would suggest coaching anyone in this type of situation* telling me, the victim, “what I should have done” sets your company up for lawsuited should the tide have taken a different direction.**Based upon this, my experienced, from my perspective having had $** stolen out of my hand, I request two apologies as I’ve described. As a professional that treats my clients with dignity and respect as they are the reason I have a job, Racetrac obviously, or based upon my observation, does not honor your customer by conveying respect, opportunity to be understood, and accused without merit. I don’t spend my hard earned money, except where I am robbed, with your type of culture and establishment.**NOTE: What, from my vantage point, Racetrac reported to the police officer(s), as I was not present having been ordered to leave the property, that a middle aged white man caused a scene and disrespected the security guard. It is unrealistic to believe what had actually occurred was ever understood or communicated to the authorities because I was never given the chance to explain. It is entirely possible this inappropriate handling of my situation added to the possibility another robbery, possible injury, to occur later that night by the same person that robbed me. Racetrac would hold a great deal in the way of responsibility having handled in an amateur fashion and incorrect circumstances around what actually transpired.**Per the query below on Racetrac communicating with me via email, although I am providing my email, I would like to discuss this matter with someone in upper managing and at the C level. The potential for the outcome to have been quite different and the lack of training or human concern is troubling and should be addressed. If I had been harmed, I would sue Racetrac for tens of millions and I prefer this be a warning to prevent such an instance where someone, in fact, gets hurt because of ignorance.**Should your executives want to speak directly, even a director level manager in charge of safety and customer relations, I can be contacted at ***-***-****. Not to be taken as a threat, but customer safety and well-being is a huge concern today, gas stations are a prime target for carjackings, I will carry this story forward in social media, blogs, chat rooms and other media outlets to advise others Racetrac does have the appropriate training, security, employees and further more a culture that demonstrates accountability when a customer is assaulted.
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Customer service issue
Reported by GetHuman2458961
Mar 12th, 2019 - 5 mons ago
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Mar 12th 5:32am
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