Pros 
Cons A Beacon of Helpful Service & Sparkling Cars
Caltex - Hornby, located at 427 Main South Road in Christchurch, stands as a 24/7 gas station catering to the Hornby community and beyond. With a solid 4.2-star rating, it offers a crucial service - readily accessible fuel and a convenient car wash. The station’s commitment to being open around the clock is a significant draw for travelers and locals alike, providing a reliable stop at any hour. Beyond the core fuel services (including diesel gas and propane exchange), Caltex - Hornby offers a car wash, a bucket and brush for pre-washing, and a restroom for customer use, alongside wheelchair accessibility. Payment options include debit cards and NFC mobile payments, though credit card facilities are currently unavailable. It's a familiar fixture in the area, benefitting from its location at a set of lights, which makes egress easy even during peak traffic conditions. The station's longevity in the community is evident in the number of repeat customers who appreciate the consistently available services.
Shining Exteriors, Mixed Interior Experiences
The car wash is frequently praised as a highlight of Caltex - Hornby, performing a "good job" according to many reviewers. The inclusion of a pre-wash bucket and brush is a nice touch, allowing customers the opportunity to prepare their vehicles before the automated process. The availability of this feature speaks to a consideration of customer needs beyond simply dispensing fuel, aiming for a more comprehensive vehicle care experience. However, this gleaming exterior contrasts sharply with the inconsistent experiences reported inside. A recurring theme in positive feedback centers around the helpfulness of staff, particularly those exhibiting genuine kindness. One customer, a senior citizen, was especially touched by an employee's willingness to assist with a task, illustrating a dedication to customer care that has apparently occurred in the past. This kind of personalized service builds loyalty and creates a welcoming atmosphere—a powerful differentiator for a gas station.
The Shadow of Rudeness: Recurring Complaints & Management Concerns
Despite the positive aspects, a concerning pattern of negative reviews surrounds the customer service provided by certain staff members, most notably a female manager identified as "Shaz." These complaints are not isolated incidents, indicating a potentially systemic issue.
Here's a breakdown of the primary concerns:
- Rude & Offensive Behaviour: Multiple reviewers describe encounters with the manager exhibiting a “very rude,” “offensive tone of voice,” and "very rude physical and verbal language." One even categorized it as "racist" behaviour.
- Unjustified Dismissal: A customer was allegedly "trespassed" for questioning a car wash promotional offer, creating a situation that seemed disproportionate to the issue and damaging to the station's reputation.
- Refusal to Resolve Issues: Customers have cited instances of staff refusing to address legitimate concerns, like joining tickets for car wash promotions, leaving patrons feeling frustrated and ignored.
- Management Style: Several reviews suggest a management style that prioritizes rigid adherence to company policies over customer satisfaction and basic courtesy.
These negative experiences are significant and require immediate attention from Caltex management. The pattern suggests a need for staff training, a review of policies relating to car wash promotions, and a much greater focus on fostering a customer-centric culture.
Broken Promises: The Persistent Tyre Inflation Issue
Beyond the customer service controversies, frustration boils over regarding the supposed free tyre inflation service. A recurring issue highlighted in several reviews is the consistent failure of the tyre inflation dispenser. For years, petrol stations have offered this essential service to road users. The fact that it is perpetually "out of order" or lacking proper maintenance, fails to meet the basic expectations of Hornby residents and could even pose a safety hazard.
Here's a summary of the problems surrounding this amenity:
- Frequency of Failure: Multiple customers independently report the dispenser malfunctioning on separate occasions, spanning months and years.
- Lack of Maintenance: The unit often has no signage indicating it’s out of order, leaving customers frustrated when it fails to function.
- Misleading Representation: The very presence of a non-functioning service implies its availability for community use.
- Community Impact: This ongoing problem creates frustration and poses a potential safety risk, as under-inflated tyres can contribute to accidents.
Caltex – Hornby seriously needs to address this issue: either repair the unit or remove it entirely to avoid further disappointment and ensure the safety of drivers passing through.