Gas Distributors
Petro Canada (Head Office)Headquarters
Complaints
This profile includes complaints for Petro Canada (Head Office)'s headquarters and its corporate-owned locations. To view all corporate locations, see
Customer Complaints Summary
- 119 total complaints in the last 3 years.
- 63 complaints closed in the last 12 months.
If you've experienced an issue
Submit a ComplaintThe complaint text that is displayed might not represent all complaints filed with BBB. Some consumers may elect to not publish the details of their complaints, some complaints may not meet BBB's standards for publication, or BBB may display a portion of complaints when a high volume is received for a particular business.
Initial Complaint
Date:12/06/2025
Type:Customer Service IssuesStatus:ResolvedMore info
Complaint statuses
- Resolved:
- The complainant verified the issue was resolved to their satisfaction.
- Unresolved:
- The business responded to the dispute but failed to make a good faith effort to resolve it.
- Answered:
- The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
- Unanswered:
- The business failed to respond to the dispute.
- Unpursuable:
- BBB is unable to locate the business.
I am part of a program with Petro-Canada and *** (as many others) that save * cents per liter when *** and Petro Canada linked together.I went to fill up my vehicle on June **, 2025 at Petro-Canada and noticed that I did not get the * cents per liter rebate as I usually ***** I tried contacting Petro Canada and failed due to their English toll free number was not working, I decided to use the "Chat" function.After explaining the issue, the Petro Canada **** without asking me specification about the transaction offered me **** points added to my account. I requested to be connected to a supervisor - she then offered me **** points added to my account - I still insisted to be connected to a supervisor and was told, it was not possible. I was told to contact the toll free number and the *** disconnected the chat right ******* attempt to connect by phone (English) failed, so I connected to the French side. As I provided the requested details about the transaction, the *** on the phone placed me on hold. When he came back, the points offered did not make sense as he was providing points for less liters. I then corrected the *** for the correct amount of liters and he said - oh yes, that is correct. I requested to be connected to a supervisor - his response was "why". I insisted to be connected to a supervisor and he said someone will contact me and hung up.This whole process took hours of my time and obviously not working nor helpful. Very un-professional from the beginning. Multiple different offers - no connection to supervisors and no resolution for one simple transaction. - NOT VERY CLIENT ORIENTED.Business Response
Date: 18/06/2025
The business responded to this complaint but requested that their response not be publishedCustomer Answer
Date: 18/06/2025
Better Business Bureau:
I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me.
Sincerely,
****** *******Initial Complaint
Date:06/06/2025
Type:Product IssuesStatus:AnsweredMore info
Complaint statuses
- Resolved:
- The complainant verified the issue was resolved to their satisfaction.
- Unresolved:
- The business responded to the dispute but failed to make a good faith effort to resolve it.
- Answered:
- The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
- Unanswered:
- The business failed to respond to the dispute.
- Unpursuable:
- BBB is unable to locate the business.
On June *** 2025 I went to the Petro Canada at the following address ***************************************************. I tried to scan my Petro card at the pump to use self serve and it prompted me to go inside which I did and I paid to pump $*** worth of gas on my credit card when I pumped the gas my total came to $***** I went into the store and the cashier charged me again which I thought was weird. Upon immediately checking my online banking right in the station I noticed the following charges under pre-authorization 2 charges for $*** one of which was reversed and 1 charge for $*****. I went into the store and the manger Aduau ensured that all these were pre-authorized charges and was very rude to me and was trying to make it seem like I dont understand what a pre-authorized charge is although I have been getting gas for the last ** years and very loyal customer of ********************************************* which will no longer be! He gave me his phone number ************* and told me to call him in case of any issues and he would resolve it. Well fast forward June ***, 2025 and as I was correct I have been charged $*** plus $***** for gas on June ***, 2025 these are actual posted charges on my credit card now. I should have been listened to that day I told the store manager I was charged twice as it was obvious instead of arguing with me belittling me and trying to get rid of me. I have contacted him to resolve this issue and he is so rude I have the text messages and I want to complain about his lack of respect and service. I need my money refunded and I need to be compensated for the inconvenience as well. This has been the most frustrating and stressful situation.He refused to resolving the issue and take responsibility as promised on June *** in case of any issues instead he gave me the customer care number which just rings and no one answers ever I was holding for over an hour and was hung up on with no one picking up. Petro Canada do better this is not a representation of a *****************Customer Answer
Date: 06/06/2025
Hi there,
Please find attached the 2 receipts from June 2nd one for $*** and one for $***** as well as the managers phone number which he wrote himself and promised to help in case of an issue. Lastly is my online banking with proof I have indeed been charged under posted transactions both $*** and $*****.
I am looking to be refunded the $*** wrong charge as well as compensation for my time being wasted I was on the phone the entire day today with zero response or help.
I also want the manager at the store to be spoken to and I need an apology for the rude manner I was treated.Business Response
Date: 13/06/2025
The business responded to this complaint but requested that their response not be publishedCustomer Answer
Date: 13/06/2025
Complaint: ********
I am rejecting this response because:
Actually I was charged $*** and $**. I contacted my bank and they reversed the charges as I was no longer going to be given the run around and have my time wasted by your rude manager at the store who double charged me. This was not a pre-authorization I had to waste several hours of my precious time on the phone with your manager as well as my bank when this should not have occurred to begin with.I am seeking compensation for my time wasted as well as I want the manager at the location I visited retrained and talked to no customer deserves to be insulted and talked to in that manner.
Get me a manager to look into this. I also have full proof of the double charge that is attached to this as you see its under posted on my credit card statement which you should know means that I was charged those amounts and that is not a pre-authorization. This is getting beyond frustrating as I have had to explain this multiple times and for some reason you all seem to have difficulty understanding.
I would not be in this situation if I were not charged twice which I clearly showed the manager on the day of the event.
The issue here is the way I was treated I will not be disrespected and not be compensated get me someone who can help asap.
Sincerely,
******* *********Initial Complaint
Date:27/05/2025
Type:Product IssuesStatus:AnsweredMore info
Complaint statuses
- Resolved:
- The complainant verified the issue was resolved to their satisfaction.
- Unresolved:
- The business responded to the dispute but failed to make a good faith effort to resolve it.
- Answered:
- The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
- Unanswered:
- The business failed to respond to the dispute.
- Unpursuable:
- BBB is unable to locate the business.
I am writing to express my concern regarding the cancellation of my car wash pass without prior notice. I have paid for the service and am currently using a physical card. However, my car wash pass has been cancelled, and no refund has been issued.If your terms and conditions allow you to cancel the service at any time, I respectfully request a full refund of the amount paid. Alternatively, I ask that you reinstate my car wash pass and allow me to use it until the end of the season.Please note that if this issue is not resolved promptly, I will be filing a case with the Ontario Small Claims Court.Season Pass Number: **** ***** ***** **** I look forward to your prompt response and resolutionBusiness Response
Date: 06/06/2025
The business responded to this complaint but requested that their response not be publishedCustomer Answer
Date: 06/06/2025
Complaint: ********
I am rejecting this response because: I am not sharing the pass . Atleast disable my online access and allow to use physical card the Agent is not helpfull, I never shared the car wash and its a scam they are cancelling pass.I dont want online access. Please allow physical card access.
Sincerely,
*********** ***************Initial Complaint
Date:27/05/2025
Type:Customer Service IssuesStatus:AnsweredMore info
Complaint statuses
- Resolved:
- The complainant verified the issue was resolved to their satisfaction.
- Unresolved:
- The business responded to the dispute but failed to make a good faith effort to resolve it.
- Answered:
- The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
- Unanswered:
- The business failed to respond to the dispute.
- Unpursuable:
- BBB is unable to locate the business.
I am writing to follow up regarding Case #******* and to formally escalate this matter, as my recent experience with your customer service has been both appalling and unacceptable. After receiving your email and following the instructions to unlink accounts and assign a new email to my account, I called the number provided and referenced my case file. I spoke to four separate agents trying to rectify this issue. The first three disconnected the call shortly after I provided the case number. . When I explained the situation in full to the ******, I was told that because ** days had passed since the unauthorized activity, nothing could be done. I was a victim of fraudulent activity, which may be in part due to data breach of Petro Canada in 2023. Your customer service agent said she would put me on a hold to investigate this further. She then disconnected the call. I am done dealing with these employees as this appears to be their resolution strategy. This response from your customer service reps is deeply troubling for the following reasons: The points were stolen due to unauthorized access to my account, which I believe is linked to the 2023 data breach that Petro-Canada experienced. There are multiple public reports noting that customer accounts of your loyalty programs were affected during that incident. I did not authorize these transactions, nor was I made aware of them at the time. I took all necessary steps to report the issue, verify my identity, and seek support when I learned of this—only to be met with intentional disconnections, refusal to escalate, and ultimately, a flat denial of support. I am the victim of Petro-Canada’s system failure—whether due to a data breach or inadequate account security. Placing the burden on me to accept the loss of my points is unacceptable and unethical. I am requesting the following: Restoration of the stolen points in recognition of the fact that I was the victim of unauthorized access, not the cause of it.Business Response
Date: 23/06/2025
The business responded to this complaint but requested that their response not be published.Initial Complaint
Date:22/05/2025
Type:Product IssuesStatus:AnsweredMore info
Complaint statuses
- Resolved:
- The complainant verified the issue was resolved to their satisfaction.
- Unresolved:
- The business responded to the dispute but failed to make a good faith effort to resolve it.
- Answered:
- The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
- Unanswered:
- The business failed to respond to the dispute.
- Unpursuable:
- BBB is unable to locate the business.
I was unable to use the Petro Canada app on my phone and after contacting their support several times they told me to wait since they have Server issues on their side (this should be all documented since these conversations were in online chat using theirs ************* I contacted them again and I was told my account was deleted due to inactivity and all earned points/money was lost.This is absolutely unacceptable!I want my account restored with the points I earned over the years or full monetary refund.And these scummy Canadian corporations want us to buy Canadian ?!Business Response
Date: 26/05/2025
The business responded to this complaint but requested that their response not be publishedCustomer Answer
Date: 26/05/2025
Complaint: ********
I am rejecting this response because:How can you use your points if you account is unable to log in. Support was repeatedly contacted and every time I was told that I have to wait since they experience problem with their servers.
This was using your Chat feature several times.
On the phone lady forced me to reinstall the app and it still did not work and she told me that in that case I have to wait
Your support is pathetic and completely incompetent. You should review the conversation, she acted like a ** year old ...
YOU PETRO CANADA OWE ME POINTS OR FINANCIAL COMPENSATION.
Sincerely,
****** *********Initial Complaint
Date:21/05/2025
Type:Product IssuesStatus:ResolvedMore info
Complaint statuses
- Resolved:
- The complainant verified the issue was resolved to their satisfaction.
- Unresolved:
- The business responded to the dispute but failed to make a good faith effort to resolve it.
- Answered:
- The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
- Unanswered:
- The business failed to respond to the dispute.
- Unpursuable:
- BBB is unable to locate the business.
I am filing this complaint due to Petro-Canadas failure to honor a promotion they are running from May * to June 1*, 2025, as described at ********************************. The offer promises a $** Petro-Canada eGift Card with the in-store purchase of a $** gift card from participating brands (such as Canadian Tire, ***** *********, etc.). On May **, 2025, I purchased two $** Canadian Tire gift cards at Petro-Canada Store #*******************************) and attempted to redeem the bonus online as instructed, but the redemption site did not accept my submission. I submitted a ticket through the promotion websites contact formno response. I emailed Petro-Canada and was told to contact the same site again, despite having no success. I also tried calling multiple times; eventually I reached someone, but the issue remains unresolved. I provided receipts, gift card numbers, and proof of activation. Despite doing everything correctly, no one is helping me. As a loyal customer, I feel ignored and deeply frustrated. I am requesting a resolution in the form of either two $** Petro-Canada eGift Cards, or ****** Petro-Points added to my account ****************************** #**** ***** **** ***). I believe Petro-Canada should be held accountable for fulfilling the promotion they advertised. Receipts and card documentation are available upon request.Business Response
Date: 27/05/2025
The business responded to this complaint but requested that their response not be publishedCustomer Answer
Date: 27/05/2025
Better Business Bureau:
I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me.
Sincerely,
*** *** ****Initial Complaint
Date:20/05/2025
Type:Product IssuesStatus:AnsweredMore info
Complaint statuses
- Resolved:
- The complainant verified the issue was resolved to their satisfaction.
- Unresolved:
- The business responded to the dispute but failed to make a good faith effort to resolve it.
- Answered:
- The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
- Unanswered:
- The business failed to respond to the dispute.
- Unpursuable:
- BBB is unable to locate the business.
Hi, I bought a car wash season pass for *** days for $****** on Jan first week of 2025. I was using it and in month of May card has been cancelled from vendor end quoting violations of policy and terms. When I reached out to them to inquire for refund the money back for remaining days of pass, they said it is doable per policy. When I bought this season pass there was no such policy of cancellations or refunds. I want BBB to help to file a complaint and get the service or money back.Business Response
Date: 22/05/2025
The business responded to this complaint but requested that their response not be publishedCustomer Answer
Date: 22/05/2025
Complaint: ********
I am rejecting this response because: Refer the attached. It is clearly called out that season pass can be shared with family and friends. Their policy and this advertisement is controversial. I have been misleaded by this advertisement and I need my money back. Company cannot draw lines by themselves and pocket the customers money.
Sincerely,
*********** *************Initial Complaint
Date:20/05/2025
Type:Product IssuesStatus:AnsweredMore info
Complaint statuses
- Resolved:
- The complainant verified the issue was resolved to their satisfaction.
- Unresolved:
- The business responded to the dispute but failed to make a good faith effort to resolve it.
- Answered:
- The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
- Unanswered:
- The business failed to respond to the dispute.
- Unpursuable:
- BBB is unable to locate the business.
I purchased a Petro-Canada Car Wash Season Pass with the understanding that it could be used conveniently via the mobile app. My pass was recently cancelled without prior warning or a clear explanation. I was later informed that the cancellation was due to the pass being accessed on multiple devices, which **********************-Canada deemed a violation of their terms and conditions. However, at the time of purchase, there was no clear or visible indication that use across multiple personal devices (such as a phone and tablet, or a new phone after replacement) would result in cancellation.Despite the sudden deactivation, I was not offered a refund for the remaining unused portion of the pass, which I believe is unfair and unreasonable. I used the pass in good faith and did not share it with others or attempt to misuse the service. The policy enforcement appears arbitrary and lacks transparency.I have contacted Petro-Canada customer service to request a reinstatement or a prorated refund but have not received a satisfactory resolution. I am seeking a fair outcome, either through a refund or a reactivation of the service I paid for.Business Response
Date: 22/05/2025
The business responded to this complaint but requested that their response not be publishedInitial Complaint
Date:20/05/2025
Type:Product IssuesStatus:AnsweredMore info
Complaint statuses
- Resolved:
- The complainant verified the issue was resolved to their satisfaction.
- Unresolved:
- The business responded to the dispute but failed to make a good faith effort to resolve it.
- Answered:
- The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
- Unanswered:
- The business failed to respond to the dispute.
- Unpursuable:
- BBB is unable to locate the business.
I purchased a **-day Petro-Canada Season Pass Car Wash on May *, 2025 (Card #**** ***** ***** ****) for $****** including tax. After just two days, my card was blocked with no valid justification. **************** claimed it was due to usage on multiple devices, though the card allows only one wash per day. My request for reactivation, refund, or escalation was denied. This is an unfair practice: I paid for a service and received none. I seek a full refund or reactivation of the card with missing days.The service model of the car wash pass allows only one wash per day, regardless of whether the card is used physically or via the app. Therefore, the claim of abuse is baseless. Even if accessed on multiple devices, the limitation of one wash per day remains enforced by system.I was told by ******* that their system does not support reactivating the physical card while blocking the app, which is clearly a technological limitation on their endnot customer misuse. It is unjust to penalize paying customers for the shortcomings of their infrastructure.Business Response
Date: 22/05/2025
The business responded to this complaint but requested that their response not be publishedCustomer Answer
Date: 22/05/2025
Complaint: ********
I am rejecting this response because:Dear Petro-Canada Team,
I am writing to formally express my concern regarding an unfounded claim of abuse associated with the use of my Petro-Canada car wash pass. I would like to make it absolutely clear that the structure of your service model inherently prevents any possibility of misuse, making such an allegation both baseless and unjustified.
As per Petro-Canadas own terms, the **-day car wash pass allows only one wash per calendar day, regardless of how the pass is accessedphysically or via the app. This limitation is system-enforced, meaning even if the app is installed on multiple devices, only one wash per day is permitted. Whether the wash is used or not on a given day, the day is deducted from the **-day period regardless.
The pass cannot be abused by multi-device access because:
The system strictly enforces the one-wash-per-day rule.
Users cannot gain additional washes by logging in from different devices.
The pass is time-based, not usage-basedthere is no rollover or accumulation of unused days.
Given this, the accusation of misuse is not only technically unfounded but also suggests a broader issue in how Petro-Canada manages customer relations and enforces its terms. This approach appears to exploit loyal customers under the guise of policy enforcement, which raises serious concerns around transparency, fairness, and business ethics.
Unless Petro-Canada is willing to rectify this situation promptly and fairly, I am prepared to pursue formal legal action for unjust treatment and potential breach of consumer protection standards.
I urge your team to review this case carefully and respond with a resolution that reflects fairness and respect for your customers.
Sincerely,
******* **********Initial Complaint
Date:20/05/2025
Type:Product IssuesStatus:ResolvedMore info
Complaint statuses
- Resolved:
- The complainant verified the issue was resolved to their satisfaction.
- Unresolved:
- The business responded to the dispute but failed to make a good faith effort to resolve it.
- Answered:
- The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
- Unanswered:
- The business failed to respond to the dispute.
- Unpursuable:
- BBB is unable to locate the business.
I collect reward points with Petro Canada. The last time I looked, I had over ******* points that I was saving. When I logged into my account yesterday to see how to redeem my points, I noticed that my points were well below what they should have been. Petro Canada is telling me there was an unauthorized redemption of my points in 2024. After escalating the call to a supervisor, they refuse to tell me anything about where my points went due to their terms of service. I have my concern as my bank card is linked with my Petro Can points card. If there was a unauthorized redemption that they will not tell me about, is my banking information at risk? The call center is not helping at all and creating much frustration. I feel like if there is fraudulent activity within my account, I should know about it. When asked to escalate the call, the representative refuses by simply saying NO. I would like this unauthorized redemption investigated.Business Response
Date: 13/06/2025
The business responded to this complaint but requested that their response not be publishedCustomer Answer
Date: 17/06/2025
Better Business Bureau:
I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me.
Sincerely,
***** ******
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