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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

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

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    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.

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    Complaint status

    Complaint type

    • Initial Complaint

      Date:29/09/2022

      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.
      On September 26th, 2022 I purchased a Petro Canada car wash season pass reload through the Petro-Canada app. I paid $187.95 using Interac payment with my debit card through my bank ****** The payment was successfully made, funds were withdrawn from my checking account however my car wash card was never loaded with the funds. I contacted Petro-Canada who conducted an investigation and was told I need to contact my bank.I contacted *** and because the payment was made by Interac, they say I need to contact the merchant (Petro-Canada).I being sent in circles.

      Business Response

      Date: 05/10/2022

      The business responded to this complaint but requested that their response not be published

      Customer Answer

      Date: 05/10/2022

       
      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:29/08/2022

      Type:Billing 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.
      On July 4, 2022 I called Petro-Canada customer service seeking help with a gift card a friend gave me a while back ago. The card had a $20 balance and I never used. I misplaced it for a while and was able to find it in July and I checked the balance online but it said it was zero. I spoke with Petro-Canada's dismal customer service representatives ** *** ***** ***** ***** ****** ****** and they opened a case (#*******) and told me that they would get back to me. When they did reach me they told me that I would need a receipt so that they can help me, and I said ***? I got this as a gift card from a friend. She never gave me a receipt because it was a giftcard and usually giftcards retain their value. Their customer service agents lack logical thinking skills and I a frustrated by the roadblock they have made in trying to get this problem resolved.

    • Initial Complaint

      Date:15/08/2022

      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 have a petro canada season carwash pass (card number:******************), which i supposed to use once everyday for 90 days and still have 25 days left on it. And I am using this same carwash card and reloading since years.Yesterday on Friday August 12 I tired to use it at Monetary park NE Petro carwash, on the screen it said that card is already used for the day and it was not used that day at all. When I go inside to check with customer service he said the same thing that. Next day I called petrocanada customer service couple of times both the time he hung on me all he said that he can only verify that card was not used in Friday, the never gave me satisfactory answer. It is not nice to drive all the way to carwash wait there in line for hours to find out fake message that card is already used.I demand to compensate this as a free next 90 days reload of card. And find out why this happened and it should not happen again.This same thing happened to me various times before which i kept on ignoring but

      Business Response

      Date: 19/08/2022

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

    • Initial Complaint

      Date:02/08/2022

      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.
      On July 11, 2022 I got gas at Petro-Canada, *****************************************************************, ************. I initially had a problem pumping then went inside where an ****** man had me sign a preauth only for $100 CAD in order to pump. See **********.I then successfully got gas using my card and was correctly charged $36.60 CAD. See **********. However, my credit card statement shows a pending charge of $154.67 from the same vendor on the same date and time. This charge of $154.67 is ********** and should be investigated.

      Business Response

      Date: 15/08/2022

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

    • Initial Complaint

      Date:22/07/2022

      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.
      I tried to recharge my Petro canada Season Pass on 4 june 2022. While making online payment, I chose "Interac Payment" option on the Petro Canada payment Portal. This took me to my Bank portal, where a payment of ****** CAD was processed. After this, I was redirected to Petro Canada's payment site where I noticed the portal crashed and I was notified that Payment was "unsuccessful". I immediately called the Petro Canada Help line and notified them of this issue. Case number ******* was opened for me, and I was told that the issue would be resolved in **** business days. When I didn't hear anything in 15 days, I had to call and escalate this case again and my case was assigned to a customer support manager. The Customer Manager informed me that she is unable to find any transaction under my details, and asked me to dispute the payment with my Banking institution ****** I called the bank to flag this, and was informed that the payment was indeed processed and the issue was with the Merchant ******** at petro canada. *** also received a confirmation that ******** service provider has acknowledged technical issues at their end and they have received my money.I called Petro Canada again with payment authorization and confirmation numbers, and after 2 weeks for continuous calling and emails, was finally able to reach my assigned customer manager. After proving the manager with the required information, I was told that they can't do anything to help **** am at a loss to what to do. Iam trying very hard to get back my money which is taken by petro canada, for an issue at their end.Its been almost 2 months, and I am being made to run back and forth for no mistake of mine.

      Business Response

      Date: 25/07/2022

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

    Petro Canada (Head Office) is BBB Accredited.

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