We use cookies to give users the best content and online experience. By clicking “Accept All Cookies”, you agree to allow us to use all cookies. Visit our Privacy Policy to learn more.

Manage Cookies
Resources for Businesses My BBB
Share
Business Profile

Gas Distributors

Petro Canada (Head Office)

Headquarters

BBB accredited business seal
BBB Accredited BusinessA+Rated by BBB

Complaints

This profile includes complaints for Petro Canada (Head Office)'s headquarters and its corporate-owned locations. To view all corporate locations, see

Find a Location

Petro Canada (Head Office) has 73 locations, listed below.

*This company may be headquartered in or have additional locations in another country. Please click on the country abbreviation in the search box below to change to a different country location.

    Please enter a valid location.

    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 Complaint

    The 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.

    Sort by

    Complaint status

    Complaint type

    • Initial Complaint

      Date:21/02/2023

      Type:Product Issues
      Status:
      Answered
      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.
      Petro-Canada case ******* : unresolved request for non-working gift card replacement. On Jan 4 2023 I tried to use my $100 Petro-Canada gift card at my local station. It wouldn't swipe and the customer service agents there suggested I try it at another location or call the ***** # on the card. I tried it at another location on Feb 15 and the customer service agents there were not able to make it swipe either. I called the ***** on Jan 6, 7 and Feb 17 2023. On Feb 17 I sent as much of the requested information as I had by email (see **********). I received a second request for the same info on Feb 18 and again sent it. On Feb 19 I received a third request for the same info. Petro-Canada has not provided a solution to this card problem, nor acknowledged the information I have provided or the numerous attempts I have made to resolve this request for a functioning replacement card. I don't have a receipt for this gift card as it was received as a gift. It isn't realistic to expect that I would have a receipt for something received as a gift. My request is to have the non-functioning card replaced with one that works so that I can access my $100 gift card.

      Business Response

      Date: 23/02/2023

      The business responded to this complaint but requested that their response not be published.

    • Initial Complaint

      Date:13/02/2023

      Type:Product Issues
      Status:
      Answered
      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.
      Purchased a 100 dollar Petro Canada gift card for Christmas and the balance is showing zero. Card number***** ****************** Pin ***. Called merchant which was ***** ********** and ******* and was told I was out of luck.Submitted online inquiry no response. Quite embarrassed as this was purchased for a gift. Please advise

      Business Response

      Date: 15/02/2023

      The business responded to this complaint but requested that their response not be published.

    • Initial Complaint

      Date:27/01/2023

      Type:Product Issues
      Status:
      Resolved
      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.
      When I received my *** ******* card, one of the perks supposedly was cheaper fuel at petrocanada(how true this is I am not sure). When buying fuel at petro Canada you get points on your app to use. When I got to a certain amount and tried to redeem them, I was unable to. I tried again a couple of days later and got the same response. The reason for the refusal was I only have digital points, they wanted a physical card. The issue I have us I live right next to a gas station but always drove further to supposedly get the discount and the points. Having raised this issue with petro canada on November 8th it's still kot resolved. They have ignored my last 6 emails. I feel this is unfair having spent so much money to get a very minimal points return but every little helps right now. To then ignore me for the past 2 months is totally unacceptable.

      Business Response

      Date: 03/02/2023

      The business responded to this complaint but requested that their response not be published

      Customer Answer

      Date: 03/02/2023


      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:27/01/2023

      Type:Product Issues
      Status:
      Answered
      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 Dec 10/22, I purchased a $50 Petro Canada gift card from the ***** *************** ******* **** **** in ****** ****. This gift card was a Christmas gift for my teenage daughter. Right after Christmas, my daughter filled up at a Petro station in ****** and when she went to pay with her card, she was told it had no balance. She called me upset as she had to pay out of pocket and on my first day off, I went to the ******** at which is was purchased. The manager *************** and I spent an unsuccessful hour trying to get through to the ******** gift card people. The manager told me to check back the following week. The manager printed off a transaction sheet of my purchases on Dec 10/22 showing the $50 petro gift card and a number that was one digit off from the number on the card.The transaction sheet said *** *** *** * **** but the card says *** *** *** * ****. They confirmed that the card was valid and that it had a balance of $50. The manager said to try it again at a petro gas station. A week later my daughter filled up at a petro station and again the card would not work. She again paid out of pocket. I called the ******** manager *************** and he said I had to call the number on the back of the gift card as he could do nothing. I then called Petro Canada and spoke to an agent named ****. He said there was a problem with their gift cards but that it had been resolved and my daughter could use the gift card to pay for gas as he could see at $50 balance. He also gave me a case# **** ***. A week later my daughter again went to a petro station, filled up and for a third time was told the card had a zero balance. She was broke and furious. She is a full time university student. Today I called Petrocanada again at ************* and spoke to ****** who sent me an email to sent a picture of the card front and back as well as the transaction page. I sent the info. Petro wants me to give me petro points but I want my $50 back.

      Business Response

      Date: 21/02/2023

      The business responded to this complaint but requested that their response not be published

    • Initial Complaint

      Date:13/01/2023

      Type:Service or Repair Issues
      Status:
      Answered
      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 got a car wash at this location on *** *** ****. My rear windshield wiper and arm were ripped off during the car wash. The site manager (*************************) admitted that the damage took place in the car wash after reviewing the surveillance footage. He also said that this type of thing happens all the time. He explicitly instructed me to get a quote from a dealer or aftermarket and to email it to him or drop it off at the gas station. I emailed him a quote from my dealer, ****************, on *** *** ****. ******* emailed me back on *** *** **** and said that upper management would only pay for 50% of the repairs. I called him and asked for an explanation. He said that they cant prove that the damage took place in the car wash (contradicting what he told me on *** *** ****) and thats why they are only willing to pay 50%. I told him I would contact the office of Suncors Chief Legal Officer as you cant damage someones car and not pay for the full cost of the repairs. He called me back one hour later and said that as he mentioned before, upper management says that the estimate was higher than they expected and $*** for labour is too high. He said they want me to get another quote (none of this was mentioned before, he changed his story completely). I told him that I followed the explicit instructions from him and got a quote from my dealer and that I do not have anyone work on my car except ******* I have no intention of using inferior parts or labour. Its the middle of winter and a rear windshield wiper is essential for safety and visibility. Its been 2 weeks and managements lack of accountability is putting my safety at risk. I would really appreciate your help in resolving this matter with the business owner. Note: when my car was damaged, there were broken car parts on the floor of the car wash. My car was likely not the only car damaged and this business is not treating customers fairly.

      Business Response

      Date: 24/01/2023

      The business responded to this complaint but requested that their response not be published.

    • Initial Complaint

      Date:19/12/2022

      Type:Product Issues
      Status:
      Resolved
      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.
      Contacted about a $100.00 gift card not working December 18th,2022.Tried two different locations said invalid.Provided photos of gift card and receipts. Was told would be converted into petro points after 4th call to petro Canada customer service. Nothing happened, called again dec.19,2022 again told they wont honour it. Petro points case file number:3085614 Nothing resolved, customer service does nothing to fix the problem and now I dont get 100 of product which is basically *****.

      Business Response

      Date: 03/01/2023

      The business responded to this complaint but requested that their response not be published

      Customer Answer

      Date: 03/01/2023


      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:01/11/2022

      Type:Product Issues
      Status:
      Answered
      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 with respect to a ********** / unauthorized "redemption" transaction(s) of my consumer rewards card PetroPoints - **** ***** **** 011. The original physical card has never left my possession and is in my wallet.Aug 20, 2022 REGULAR UNLEADED SS ********************************************************************* ******* POINTS TRANSACTION Purchase/Redemption PURCHASE $***** BASE POINTS *** BONUS POINTS ** REDEMPTION ******* Further there appears to be an additional ********** redemption of, ***** loyalty rewards points that purportedly occurred between March 27 2021 and April 10 2021, please refer to receipts ********, scanned in pdf format. I did not permit, authorize, or otherwise receive benefit from this / these transaction(s). I have not lived, worked or nor commuted to / from the ******* - ********* area for any interest or reason, personal or business, in well over three years. I reside and work in *********** - ******************* and do not routinely travel outside of the region. My transaction history reflects that fact.Please find ******** in jpeg (jpg) format for reference, consideration and identity / valid account holder verification purposes:- *********** **** * **** ***** **** ******************************************************* ******** ******* * ******* * ***** *** **** * **************************** * *********** ** ***** * ************ * ******* *** **** * ***** *** **** * *********** ** ******* * ** ***** ******** ******* Please note that there are no authorized secondary card holders on this account whatsoever, and at present I am the sole beneficiary of any and all consumer loyalty rewards collected.Respectfully,-- ******************************** ---******************************** cel: ************ tel: ************ email: ***************** ********************************* ****************************************** ************************************************************************ * ***** *************************************************************************************

      Business Response

      Date: 04/11/2022

      This issue has been resolved by creating new account and reinstating all points.

       

      Thank you

      Customer Answer

      Date: 04/11/2022


      Complaint: ********

      I am rejecting this response because:

      Recently a victim of loyalty rewards points theft, for the second and third time on my PetroCanada: Petro Points card. The first ********** / unauthorized "redemption" transaction(s) of my consumer rewards card occurred back in May of 2020, with the subject transaction occurring at a Petro Canada service station in ******.

      **** ****** * ** ******* **** ** *********** *** ****** ***** **** *** ********** ********** ** ***************** * ********* *** ** ***** ** ***** **** *** *********** *** *** ** **** ********** *** ****** ****** ** * *** **** * ******* ***** * *** ** *********** ** * ***** **** *** ****** * *** * ******* ******* ********* ***** *** ********* ********* ** *** ***** ******* ********** *** ****** ******* ****** **** ******** ** ** *** ********

      Fast forward to 2022 and it has happened yet again, two ********** transactions one in March (***** points ******) and most recently August (a loss of ***** points), with an equivalent cash value of $18.90 and $23.85 respectively.

      My failing having been that I tend to collect points, and rarely log in to my account or otherwise redeem same. Consequently, the ***** has not been discovered until months post fact. I was able to determine that one of the ****** occurred at a Petro Canada station in *******, the other is unknown due to vendor imposed limitations / restrictions on accessing account transaction history via online services to the most recent four months, with no previous data provided without going to great lengths to make specific historic transaction date inquiries outright lacking provisions for date ranges or a complete legacy record print out...

    • Initial Complaint

      Date:31/10/2022

      Type:Service or Repair Issues
      Status:
      Answered
      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 went there to wash my vehicle and it was without any damage and during the wash the front windshield cracked, and I was filming that time the windshield was without damage. I created a report and today they got back to me to say that they are not responsible about what happened to my vehicle. This is totally unacceptable. My ask is them to replace my windshield or to ********** ** for the damage that happened to my property, during the performance of their machine. ******* ** ********** **** ************* ***** ** ***** ****** ******* **** ******** * **** *** ** **** ** ******* ***** * ** **** ********* **** ******* 

      Business Response

      Date: 03/11/2022

      The business responded to this complaint but requested that their response not be published.

    • Initial Complaint

      Date:17/10/2022

      Type:Customer Service Issues
      Status:
      Answered
      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.
      petro canada mobile cancelled my service more than once without notice. they don't email you when payment is over due or during the period when service can be reactivated. i had lots of money in the account with petro canada and now its all lost simply because they won't communicate with their customers.

      Business Response

      Date: 10/11/2022

      The business responded to this complaint but requested that their response not be published. 

      Customer Answer

      Date: 10/11/2022


      Complaint: ********

      I am rejecting this response because: petro canada did not satisfy me at all in their reply.all they did was say in effect,' our policies are our policies' and would not evaluate whether their policies are fair and working for both customer and company. they are unwilling to change their policies or reinstate me despite the fact that i was failed by their policies not negligence on my part. they even admitted that i had auto payments enabled to avoid missed payments and that it is their system that disabled my auto payments without adequately informing that it had done so. so i had no way of knowing that payments weren't made as they also have a policy of not notifying customers of that either. surely, if petro can was being reasonable they would acknowledge that they need to change how they do things and customers shouldn't lose money and be forced to start all over again at more expense for something that isn't the fault of the customer. if ********************** is able to get me reinstated or my money refunded, i would be grateful. if not, then i want other would be customers to know the attitude of petro canada mobile so they can avoid the same thing happening to them.

      Sincerely,

      *******************************

    • Initial Complaint

      Date:13/10/2022

      Type:Customer Service Issues
      Status:
      Resolved
      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.
      Applied for a superpass fleet card, had someone reach out to me from petro canada with the number ************. Started asking me a million questions, To only state after saying my company ******* ******* *** sounds very STRANGE and when I will answer her questions she would change it example one of my suppliers she decided to put them as friend.... Not a friend its a business I deal with out in BC and *******. My business is also on **** and ********** known very well online as well. I requested a supervisor but no calls back from any. She then starts questioning the deal I have with Shell Canada (gas station near my locations) saying no one ever heard of me there so I called the branch manager at one of the locations and he said no one even called them as everyone knows who I am and my company as our trucks are there daily. **** ****** **** * ****** ****** ******** ******* * *** *** ***** ****** *** ** ****** *** **** *** If this is how Petro Canada deals with clients and potential clients I want nothing to do with them, I request a supervisor contact me directly.

      Business Response

      Date: 24/10/2022

      The business responded to this complaint but requested that their response not be published

      Customer Answer

      Date: 24/10/2022

       
      Better Business Bureau:

      I have reviewed the response made by the business in reference to complaint ID ********, someone did in fact reach out but did not address the issue to my satisfaction, however this situation made me angry, and I have since then reflected on it and realized if Petro Canada does not want our business it's fine, many other competitors out there who do want our business and whom have better professionalism then some at Petro Canada. I understand it's a 3rd party company, but it still reflects on Suncor and its affiliates. ***** who works at sun core was great to speak with and very awesome and many of the employees for Petro Canada should take her as an example. We live in strange times and times of uncertainty, but we cannot lose our core values as human beings and live with the rules every human being is losing out on Honesty, Respect, Loyalty and honor.  

      Sincerely,

      ***********************************

    Petro Canada (Head Office) is BBB Accredited.

    BBB accredited business seal

    This business has committed to upholding the BBB Standards for Trust.

    Why choose a BBB Accredited Business?

    BBB Business Profiles may not be reproduced for sales or promotional purposes.

    BBB Business Profiles are provided solely to assist you in exercising your own best judgment. BBB asks third parties who publish complaints, reviews and/or responses on this website to affirm that the information provided is accurate. However, BBB does not verify the accuracy of information provided by third parties, and does not guarantee the accuracy of any information in Business Profiles.

    When considering complaint information, please take into account the company's size and volume of transactions, and understand that the nature of complaints and a firm's responses to them are often more important than the number of complaints.

    BBB Business Profiles generally cover a three-year reporting period, except for customer reviews. Customer reviews posted prior to July 5, 2024, will no longer be published when they reach three years from their submission date. Customer reviews posted on/after July 5, 2024, will be published indefinitely unless otherwise voluntarily retracted by the user who submitted the content, or BBB no longer believes the review is authentic. BBB Business Profiles are subject to change at any time. If you choose to do business with this company, please let them know that you checked their record with BBB.

    As a matter of policy, BBB does not endorse any product, service or business. Businesses are under no obligation to seek BBB accreditation, and some businesses are not accredited because they have not sought BBB accreditation. BBB charges a fee for BBB Accreditation. This fee supports BBB's efforts to fulfill its mission of advancing marketplace trust.