ExtraMile — Local services in Los Angeles

Gold Seal Standards LLC Independent Audit Report: ExtraMile Gas Station

Our auditors recently conducted an unplanned on-site audit of ExtraMile Gas Station after selecting it as the nearest listed 24-hour fueling location in the area. The objective was to evaluate the accuracy of the business’s operational claims, staff professionalism, and adherence to customer service standards during late-night hours. The findings are summarized below.

⸻

Operational Accuracy & Accessibility

At approximately 12:02 a.m., our audit team arrived at ExtraMile Gas Station intending to refuel using cash payment only. The business is publicly listed and advertised as open 24 hours, which directly influenced the auditors’ decision to select this location over others.

Upon arrival, the auditors parked at an available pump and proceeded toward the convenience store to place cash on the pump. Despite visible indoor lighting and staff presence, service was denied by the on-duty employee, later identified as Ricardo. He motioned dismissively toward a sign indicating the business would reopen in one hour and refused to provide assistance, contradicting the store’s 24-hour claim.

This conduct raises concerns of false advertising, as customers relying on publicly posted operating hours could be left stranded or inconvenienced, particularly when traveling with limited payment options or during late-night hours.

⸻

Employee Conduct & Professionalism

During the attempted transaction, auditors observed unprofessional behavior from the on-duty staff. Rather than addressing the inquiry courteously, the employee appeared disengaged and dismissive, prioritizing conversation with the on-site security officer over assisting a potential paying customer.

Following the interaction, as the audit team prepared to leave and locate another fuel station, the same employee exited the building and was seen smoking and laughing casually with the security guard in front of the store. This behavior, during declared operating hours, reflects a lack of accountability, poor employee discipline, and disregard for customer service expectations.

⸻

Service & Accountability Standards

Businesses operating under a 24-hour model carry an added responsibility to maintain round-the-clock availability and professionalism. Failure to do so not only undermines customer trust but also damages brand credibility. In this case, both operational accuracy and staff integrity were compromised.

The incident suggests management oversight deficiencies, including inadequate supervision of late-night shifts and possible miscommunication regarding posted operating hours.

ExtraMile Gas Station failed to uphold basic operational and customer service standards expected of a business promoting 24-hour availability. The refusal to assist cash-paying customers, paired with dismissive employee behavior, represents a significant lapse in both professionalism and accountability.

⸻

Gold Seal Standards LLC will continue to monitor and conduct follow-up compliance checks to verify improvements in transparency and service reliability. Businesses that operate under the public trust—particularly essential services such as fuel providers—must honor their commitments to accessibility and professionalism.

Integrity and reliability are not optional; they define your standard.

Gold Seal Standards LLC (G.S.S) “Where every...

This is an establishment that I patronize on the daily basis. The staff is always friendly, kind, and professional. Last Friday I believe my granddaughter and I were going into the store and unfortunately there were several homeless individuals standing around the store, as the stadium across the street was having an event of some nature and when they do officers run these people from under the overpass were most of them consider their home which causes them to delve nearby establishments One of the vagrents was obviously having some form of an episode becoming extremely violent. The security officer who I believe is named Brian or Bradley stepped between my granddaughter and this person at which point I was able to secure my granddaughter. I don't know exactly what took place and then when I came in a day or two later in order to thank him for his act of bravery I come to find out that he has been placed on suspension involving another incident involving the same person I was set aback. In my opinion this gentleman should not have been suspended for anything regarding these individuals because you guys leave someone who is indeed trained to handle certain incidents however when dealing with PEOPLE, ESPECIALLY WHOM HAVE MENTAL CONCERNS, at the drop of a hat decisions have to be made. From what he did to protect my family and I I recommend a promotion or at least an accomodations for his acts of bravery... Thank you Mr. Security guard My hat goes...

I’m a daily repeat customer. Normally I just get a new fountain drink every time I come in, paying full price. Today I happen to ask to do a refill and was told it would $0.89 each for both of my drinks. Then I get to the counter to check out and the man says, “never mind it’s going to be $3.38, those are the big cups”. He proceeds to tell me he can dump the drinks out if I can’t afford them. 🙄😒 RUDE. won’t see my money...