Motor Fuel Group Reviews 

Extremely bad customer service in every single station

I always go to Morrisons petrol station to use their car wash and vacuum cleaner, today I washed my car then went to hoover it, paid by card like I normally do, to find out the hoover wasn’t sucking up, told the member of staff SENCIO, his customer service is really bad, he hasn’t got any to be honest, to be haven to tokens to us on other hoover to find out that didn’t even come on, asked for my money back, to be told I paid by card so I can’t have it back, got to email them to get my money back, it doesn’t matter how people pay cash or card, your service didn’t work. Their customer service team didn’t help at all, I won’t be using them ever again. When Morrisons run it it was fantastic, now MFG motor fuel group took over it’s really bad

MFG Manager is a disgrace & customer services is useless!
Morrisons garage - High Wycombe. Mid January day, the sun came out. Went to get petrol. Decided to buy a carwash ticket as the queue to wash was sooo long.
Kept the ticket in my car unused. Went back 3 times but carwash was either broken or closed. Went back end of month as ticket was going to expire. Once again the red barrier was up. I asked the staff if I could get a refund or replacement ticket. They got the Manager. That's when the fun began.
He said I could use the carwash and removed the barrier. But when I put the code in, it show as an error. Instead of accepting that there was a technical problem, he accused me of having used the ticket before, or taking someone elses. Both of which would be theft. He point blank refused to help, and I ended up having a 90 minute argument in the garage in public. He was literally shouting at me, not the other way around! I had to show him my credit card transactions to prove my purchase and then wait while he went through CCTV to eventually find me making the purchase. After my mass humilation he had to relent and give me a free car wash. Which wasn't worth any of this hassle and had hardly any foam.
This Manager shouldn't even be in retail.
I reported this to customer services who clearly just called to speak to him and get his redacted version. Just to get their worthless response about how they tried to help (haha!) and how they do take complaints seriously! What a pile...
DO NOT USE THEIR CAR WASHES.

Went to the car wash at the Shell garage Cheriton, Folkestone and had my rear wiper blade torn off. The garage were helpful and gave me the number to contact to reimburse me.
After numerous phone calls and emails they refused to reimburse me for the wiper blade or apologise for what happened but kept saying that there was nothing wrong with their machine. When I said that I was not happy with the outcome they could not give me any further contact details to raise my concerns. I have not and will not use that car wash again and am appalled at the customer service received. The person that I was dealing with was Courtney.

I took my car for a drive through car wash at morrisons drive chorley old rd bolton (which is now MFG(on sunday 26/01 Around 10 45.i made the first payement with my contacless card. wash didn't happen.i thought the payement didn't go through so I drove again and made second payement and I heard payement made again nothing happened. I told the young person who was working at the petrol what happened who advised me to take a screen shot and e mail it to MFG.I am getting nowhere as I keep receiving replies saying everything was working. I went again to the petrol station the following Sunday 02/02 to find the same staff who was working the previous Sunday who told the problem was the emergency button was pressed that's why nothing happened.i keep telling them to check there was 2 payement made within mins from each other.i spoke to the manager today 04/02 who said he passed my details to area manager who never did my case number ID 0106489

We have always used the Morrisons Fuel Station at Plymstock, Plymouth for years. However, a few weeks ago, my Husband filled our car up with diesel. He paid by debit card in the store. On returning home, we checked our online banking and found not only had he been charged for our fuel but £26.86 for another customer's.
He had tried to pay contactless, but the assistant said failed, so did chip and pin, which he said failed. So did chip and pin again and accepted, but obviously the first chip and pin was used to pay the other customer's bill. We contacted Morrisons who passed us on to Motor Fuel Group. As other reviewers have stated, the assistant was Indian and could not speak English very well.
We were told we had to send all details via email, which we did promptly but it still look nearly 10 days to refund us the £26.86 for the other customer's bill. Even the refund was wrong and we only got £26 instead of the full amount. We emailed asking why, but are still waiting for a reply.
The assistant in the shop was totally incompetent. We shall not be using this fuel station in future and will tell all our friends and family to avoid at all costs!

So decided to use the car wash at morrisons kings lynn followed the instructions paid £10.
Again followed the instructions and positioned my car and nothing happened? After several attempts the car wash didn't start. I checked my bank and noted payment had been taken so I took it up with the girl in the kiosk who told me wait for her colleague.
When he turned up he said I needed to pay in broken English I tried to explain and showed him that I had paid and that I wasn't going to pay again.
I went back to the kiosk and was told I needed to write an email ?
So I called morrisons and they fobbed me off to motor fuel and I left a message?
The next day I received a call and was told I needed to prove by email that I paid ? Which I did. I received a response saying it will be passed to the relevant department.
FFS it's £10 I responded requesting full refund ASAP to which I was informed I have to wait.
Technically motor fuel group has stollen my money as I didn't receive the goods product I paid for which I have evidenced and now they are making me jump through hoops to get my money back this is totally unacceptable.

UPDATE: motor fuel group agreed to refund my money back however they failed to do so resulting in me having to carry out a charge back via my bank .... this company have to morals when it comes to dealing with customers problems

They stopped pay at the pump so you have to go into the shop...which is so over stocked you can't hardly move. Also they seem to employ foreign staff whose accent is difficult to understand...Big mistake by Morrisons letting this lot take over....in future I'll go elsewhere. MFG totally driven by profit rather than good customer experience.

That's not a car wash,

Pay for minutes, and the counter goes down a lot faster than real minutes (time was double checked against my dashcam) so I'm going to submit the video to Trading Standards. You push a button for whatever and you have to wait 30 seconds until something actually starts to come out spurting and spitting. Then there's the problem of no pressure coming out of the lance, I have never seen dribbling high pressure in my life before. It just dribbles foam, then when you order high pressure rinse, you need to wait another 30 seconds to get it and all that comes out is some useless drizzle, nothing high pressure in there is it? Now I have some footage of myself waiting for foam / waiting for water, and failing to remove one single bird dropping from the bonnet, while your glorious warp speed counter in the background counts down as if it wanted to warp spacetime, that should grab some attention from some people who have the legal means to look into it.

Complete scam from start to finish, but now I got it on video.

Never again. Used their car wash at our local supermarket who they took over this year. Wife paid £8 for hold wash was given a token with code on.it. went into the car wash. Machine said enter code, which I did, then said present card, said to my wife did you pay, she said yes so we thought it was additional security. How wrong, they then took another £7. Went to the garage today to question it and was told....I didn't use it properly. What a joke. Asked for the manager....not in i was told, but theoperative on the till got him on the phone, after a heated debate I told him you either refund the overpayment or I stick my car in the entrance and stop any traffic coming on your forecourt. He replied....wexwill sue you for loss of trade.....my answer was...OK let's do it, see how far you get.....moments later he asked for me to hand the phone back to the till operative. Seconds later a refund in cash was handed back. Please check any transactions if you have to use this company. We certainly won't and will use other garages for our trucks from now on.

Awful so I filled my lorry up with fuel and ad blue handed my fuel card to pay which went through. Gets a letter from Forecourt eye the fuel station had reported me for not paying for the ad blue first I known when the letter came with a fine for £150. Why didn't the fuel station call me to pay as it wasn't my fault they hadn't charged me for Ad Blue only for the diesel so they put me down as driving off. ALL THEY HAD TO DO WAS GOOGLE MY COMPANY DETAILS TO CONTACT ME TO PAY !! Instead they sent it straight out. I told the assistant the pump numbers and registration.

They are an absolute waste of space and time.
What a shower, they have continually asked questions (no apology or explanation) - just delaying tactics following short change at their petrol pumps ( charges start to rack up before the pump starts pumping) since there appears nothing wrong on the receipt, not many customers would notice this theft. This happened to me in in June'24 & again in Sep'24. Ive now reported these crooks to trading standards.

MFG is a disgrace. I was fined £100 by their forecourt car parking firm for parking for 5 minutes at night. This happened at MFG Skyway, Newcastle. The store was closed at night and hence I could not buy anything. They are in cohort with the parking company to fleece unsuspecting customers! I tried talking to customer service without any result. Shame on MFG. Any business with such low rating should be closed down by the Govt.

The toilets at your Faversham Thanet Way services are a disgrace. Some of the dirtiest toilets I have ever had to use at a service station. You have a sign on the back of the entrance door to the men’s toilets.

MFG - clean toilets promote good health. Blah, blah.. Maybe you should get a good cleaning company in there as they are absolutely disgusting.

MFG are using Euro Car Parks to issue penalty charges to customers who overstay at their sites. The time limits are short, barely enough to buy fuel, visit the toilet and use the car wash. An accidental overstay results in a penalty of £100 which is costly and difficult to challenge in court. There is no warning of this penalty on entry but customers who call in for fuel are unlikely to see the perimeter signage, therefore most customers are unaware. Use caution if you must use MFG otherwise it can become a very expensive experience.

Mfg run petrol station at Morrisons bude, cornwall,.
I attempted to use the pay at pump system,put my card into the machine, put in my pin and it was not authorised despite there being enough funds in my account. So I put in £20.01 of diesel and went to pay in store, card got declined both chip and pin and contactless, I then found out they had cleaned out my bank account and stole £85, despite me querying this with the staff member who was from another country, her English was not great at all, she still demanded I pay the £20 fuel. I could not do this as they had taken everything from my account.I even had to show her my bank statement to prove they had taken the money and left me with nothing
This was on a Saturday evening and I was told I'd have to wait until Monday to receive my stolen money,she did take my details and said I would have to pay on Monday which I will not be doing until I receive the full amount they stole. I was not the only person this happened to as there was a guy in the queue in front of me that had £100 stolen literally within ten minutes of it happening to me. I've heard how this company have been cloning peoples cards too,
Utterly ridiculous and criminal.but I bet I'll be the one made to feel like a criminal if I don't pay on monday and nothing will get done about this fraudulent company

I read an article recently about this company which apparently is the biggest EV charging network in the UK. Considering I've been driving EVs for 15 years and have never heard of them, I was a little surprised (but I have been living on a Hebridean island for the last 7 years. So...?).

Anyway, intrigued, I went to their website to learn more and there-on they have a 'Station Finder Tool' which is a map with all their locations on it. Unfortunately, all the ones with EV charging facilities have absolutely *nothing* by way of detail on them - no charger numbers, no power information, no facilities info (handy if you are going to be sat there for 30 mins or more) etc, etc... ie utterly useless for EV drivers.

Furthermore they require users to download and plan trips on a smart-phone app. Seriously?!! Why does everyone imagine I want to live my life 'looking through a letter box' when could do my trip planning on a nice big desktop screen and easily hop between that and other sites needed for planning a trip (hotels, etc)??!!

So, I decided to contact MFG to alert them to the inadequacies of their website and their (TBF, quite prompt) reply was:
"Thank you for contacting Motor Fuel Group.
We sincerely apologise for the inconvenience you’ve experienced and appreciate your insight.
We value the needs of our EV customers and are actively working to improve the clarity and accessibility of this information. In the meantime, we recommend visiting our website's Station Finder tool, where you can find more details about the locations, including EV charging facilities. This will allow you to easily locate stations that meet your needs: (Station Finder tool URL - can't post it here...).
We also understand the challenges of planning long trips on mobile devices and will take your feedback into consideration as we continue to improve our services and digital tools.
Regards, Customer Service Team"

...ie, they merely referred me to the very 'tool' I was complaining about!

I won't bore you with my reply (and theirs) but suffice it to say it was in a similarly supremely uninterested/impractical vein as if it was an AI-generated sop.

My advice: have nothing to do with them!!

My wife received today (20 November 2024) a demand from Fuel Guardian working on behalf of Motor Fuel Group alleging that she made off from a Morrisons Service Station in Paisley having failed to pay for £20.00 of fuel at a 'Pay at the Pump'.
I have written to both organisations this evening to better understand how after scanning her debit card and receiving authorisation to dispense fuel that the sale was subsequently 'suspended', and no payment was presented by the retailer to our bank ?
This 'Notice of Intended Enforcement Prosecution' provides CCTV images of my wife, in her NHS uniform, dispensing fuel and therefore I would presume will also show her entering her card, and pin in advance of the dispensing - however Motor Fuel Group and their agents are demanding payment of the £20 fuel and additional £145 fees (reduced to £45 for prompt payment) despite her being unaware of the 'suspended' sale.
I have asked Motor Fuel Group for data on any other 'Pay at the Pump' issues on the 31st October (date of alleged offence), as our bank confirms that no payment was presented by the retailer, and surely their pumps do not discharge fuel without prepayment authorisation?
All a bit of a mess and certainly will make us both avoid these forecourts and this organisation in the future.

We frequently fill up at the Gyle Morrisons petrol station and have never had any issues until now.
Last 2 times we put our card in as usual and were told to take fuel……we have now received 2 letters in the one envelope telling us we have illegally taken fuel without payment on the last 2 occasions.
On checking bank statement we can see that the payments were not taken however we left the station assuming that all was in order.
Penalty charge for each occasion was £145 but reduced to £45 for prompt payment. As my husband suffers from severe anxiety I paid the charges immediately - £90 for an error we had no part in. My husband has since emailed MFG but has not even had an acknowledgment.
We will not be using them again and my husband has been made to feel like a criminal despite having used the same petrol station for decades.
Be aware as in our opinion there has to be a fault with the machine.

MFG Desford Crossroads - Received a £100 fine for being at the carwash longer than 30mins! Staff not interested in helping, Won't be using them again