Hp Pump - Vavol Gandhinagar — Complaint Regarding Unprofessional Practices and Request for Investigation Ambica Petroleum, Vavol, Gandhinagar

Dear HP Petroleum Team,

I would like to bring to your attention several serious concerns regarding Ambica Petroleum, Vavol, Gandhinagar, Gujarat. During my recent visit to this HP fuel station, I experienced multiple issues that raise questions about customer service, transparency, and compliance with standard operating procedures. I request HP Petroleum to investigate the matter thoroughly.

My concerns are as follows:

1. Advance Payment Demand for Online Transactions
The fuel pump owner/manager insisted that I make the payment first before fuel would be dispensed because I intended to pay online. When I asked the reason, I was informed that "If you fill petrol first and then run away, who will take responsibility?"

I have the following concerns regarding this practice:

Is it HP's official policy to demand payment in advance for online transactions?
Across most fuel stations and retail establishments, customers receive the product first and then make the payment. Why is this outlet following a different practice?
Is it appropriate for the owner/manager to make such remarks to customers without knowing them personally? Such statements directly question the integrity of the customer and are disrespectful to the general public.
If a customer pays in advance and, due to any technical or operational issue, fuel is not dispensed, what is the standard procedure? Who is responsible for resolving such situations and ensuring that the customer's money is protected?
I have attached a screenshot displaying the notice placed by the fuel station, which clearly reflects this practice. I request HP Petroleum to clarify whether such notices and policies are legally permitted and in accordance with HP's customer service standards.

2. Rude and Unprofessional Behaviour of the Owner/Manager and Staff
The behaviour of the fuel station staff, including the owner/manager, was highly unprofessional.

When I questioned the advance payment policy, I was told:

"If you want petrol, you will get it under these conditions; otherwise, you may go elsewhere."

I would like to know:

Is such behaviour acceptable under HP Petroleum's customer service policy?
Does HP permit its dealers or staff to speak to customers in this manner?
Since this outlet operates under the HP brand, such behaviour directly affects HP's reputation and customer trust.
As an authorised HP dealer, the outlet is expected to comply with the applicable guidelines issued by the Petroleum and Natural Gas Regulatory Board (PNGRB) and maintain professional standards while dealing with customers.

3. Concern Regarding Fuel Quantity and Pump Calibration
I requested 2.3 litres of petrol and paid ₹239.

As per the petrol price on[protected], the retail selling price was ₹101.96 per litre.

Accordingly:

2.3 litres × ₹101.96 = ₹234.51 (approximately ₹234.60)
However, I was charged ₹239, which is approximately ₹4.49 higher than the expected amount.

This raises the following concerns:

Is the dispensing unit properly calibrated?
Is the displayed fuel quantity accurate?
Was the correct amount of fuel actually dispensed?
I have attached a screenshot of the petrol price for the day. If further evidence is required, I am willing to provide additional details. I request HP Petroleum to conduct a technical inspection of the dispensing unit and verify its calibration.

Additional Questions
I would appreciate clarification on the following:

If a customer makes payment first and, due to any technical fault or other issue, fuel is not dispensed, what is the official procedure that the fuel station must follow?
If a customer requests a pump calibration test, is the fuel station staff obligated to perform the calibration check in the customer's presence? Can they refuse such a request?
There are several other concerns that could be raised regarding the overall customer experience. However, my objective is not to unnecessarily prolong the matter but to ensure that these issues are investigated properly and resolved in accordance with HP Petroleum's policies and applicable regulations.

I request HP Petroleum to investigate this matter thoroughly, verify the facts, and provide me with a detailed written response at the earliest.

Fuel Station Details:

Dealer Name: AMBICA PETROLEUM
Location: Vavol, Gandhinagar, Gujarat
Sales Officer: Mr. Jeswin – [protected]
Explosives Licence No.: P/WC/GJ/14/4544
I look forward to your prompt response and appropriate action.