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:20/05/2025

      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.
      This is regarding Petro Canada Car wash season pass. The business updated term to not allow the car wash app to be loaded to multiple devices and blocked our season pass with more than $*** worth of value still in it. That condition was not there when we initially purchased it but Petro canada refuses to reenable the card , nor issue any refunds. We have now lost $***+ to petro canada and they are refusing to assist at all. Season Pass Petro-Canada car wash Season Pass card Card number:**** ***** ***** **** *** Days remaining

      Business Response

      Date: 27/05/2025

      The business responded to this complaint but requested that their response not be published

    • Initial Complaint

      Date:13/05/2025

      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 have a Petro-Canada yearly car wash subscription that I use for my household. Last month, Petro-Canada suspended my virtual wash card, citing misuse due to it being used on multiple devices, which they state violates their one-device policy.After discussing the issue with them, I requested a physical card for easier use and informed them that I would continue using the virtual card across my household devices until the physical card arrived. However, the physical card was never delivered, and I continued using the virtual card out of *************, without further notice, Petro-Canada has suspended my card again and is refusing both to issue the physical card and to refund the nearly $*** remaining on my subscription. I have no clear channel to escalate my concerns, and I feel unfairly penalized for a situation that could have been avoided had the physical card been sent as promised.

      Business Response

      Date: 20/05/2025

      The business responded to this complaint but requested that their response not be published

    • Initial Complaint

      Date:12/05/2025

      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.
      Today, ** May 2025. I went to petro canada car wash to wash my car as i have a car wash season pass, with ** days left in it. But when i open my app it showed that my card is disabled, need to call the customer ********** went home and called the customer support, a girl named ******* picked up the call and i told her about the issue i was facing. She then took my details and after * mins told me that my card has been terminated permanently and they can not reactivate or refund it. I asked the reason for termination, she told me that my card has been used through multiple devices. I was shocked as i am the only one who uses the card, not even my wife uses it, cause i wash her car by myself. Then i told her that i want to talk to her supervisor or someone who can do something about this matter. She told me that they cannot transfer it and hanged up the phone.

      Business Response

      Date: 20/05/2025

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

    • Initial Complaint

      Date:08/05/2025

      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 received a gift card for Christmas of **$ to be used at Petro-Canada gas *********** April of 2025 I decided to use it but discovered that the card is defective and i was getting "can not read the card" message. Called Petro-Canada customer line - the representative said that they can see in the system that Yes the card still has **$ on it but I can not use it at the pump (because the card is defective), i can not use i with the PIN (scratchable part at the back of the card) at the terminal with the gas station attendant because Petro-Canada deactivated this feature. Basically Petro-Canada took the money but then puts me in the conditions where i can not use the card. So Petro-Canada says - provide a receipt of purchase (which i do not have) or they are keeping my **$. ALL I WANT IS FOR PETRO-CANADA REPLACE A DIFECTIVE CARD. I do not understand why I can go to Rona or **** and return unused product which cost *******$ for an in-store credit without any recites but Petro-Canada refuses to replace a defective card which according to their own system is unused and still has **$ on it. If Petro-Canada chooses to sell cards with very, very low security on these cards it should not be a customer problem.

      Business Response

      Date: 12/05/2025

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

    • Initial Complaint

      Date:17/04/2025

      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.
      missing petro points i have tried to to resolve this problem with customer service more than once they are saying that they cannot find the information my *** mastercard is linked to my petro points card

      Business Response

      Date: 02/05/2025

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

    • Initial Complaint

      Date:09/04/2025

      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 purchased car wash card and now it is not working . I tried calling Petro Canada for past * weeks , requested call back via email filled up the form, I tried chatting waited 4 Hours no one came online. Have not been able to reach customer service. Hope someone will contact me to rectify the issue.

      Business Response

      Date: 11/04/2025

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

    • Initial Complaint

      Date:08/04/2025

      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.
      I was given **** $*** gift cards as a New Year's present but when I attempted to use one of them I was informed that $** had already been spent from the card. The other card was OK with no previous uses. I spent a long time getting through to their customer service who asked me to scan the card along with a copy of the original receipt and they would start an 'investigation'. The person who gifted me the cards did not have the original receipts but they did send me a screen shot of the credit card purchase of $***, but this does not seem satisfactory for Petrocan. I keep getting shuttled around from one low level employee to another and they repeatedly as me for the original receipt, which I explained we do not have. Many people will not keep gift card receipts for gas because they assume the card is legitimate and can will be used by the recipient without hassle. It's not like they are buying clothing as a gift where a the recipient might need to exchange it. I also explained that I am a ** plus year loyal customer of ********************************************* and am not trying to scam them. They can verify this by my loyalty card record. I understand that there has been a wider scale security breakdown with their gift cards and they do need to investigate where possible. However, the **** is on Petrocan to indemnify customers who were victims along with the company.

      Business Response

      Date: 09/04/2025

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

      Customer Answer

      Date: 09/04/2025

       
      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:03/04/2025

      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 February **, I went into the Petro-Canada on Genesis ***** in ******************* and purchased a $** Petro-Canada gift card and some lottery tickets. Theonly receipt I was given was what is attached and when I went to use the gift card it wouldnt work so I called the one ** number And was told there is $** on the card, but it was not activated properly. Ive tried calling the Petro can that I purchased the card and the phone number was not in service. Im just looking to be reimbursed or geta new gift card for the $** that Ive already spent. Ive called the head office and said that this is fraud as now theyre only me half of what I paid for the gift card Even though I have the card and they say theres $** on it. It just wasnt activated properly because the clerk didnt have me scan card. I have screenshots of the receipt of the card and the email conversation, but it will not let me add it to this webpage.

      Business Response

      Date: 09/04/2025

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

      Customer Answer

      Date: 09/04/2025

       
      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.
      Thank you for your assistance in this case. 
      Sincerely,

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

    • Initial Complaint

      Date:03/04/2025

      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.
      I purchased seasonal car wash long time ago and loaded it many times during that period online. A few weeks ago, I received an email which says that my card will be deactivated. I called their customer service center and their agent told me it is not going to be deactivated. I also wanted to have a talk to their supervisor he said they would call me. It never happened and my card both online and physical card are no use at the moment. This amounts to expropriation of my asset. They cannot do that, I paid for it. I understand they wanted to cancel my online access, but how come they deactivate my card which is fully paid for.

      Customer Answer

      Date: 04/04/2025

      Petro Canada directly communicated with me a few minutes ago and I responded back stating that they should communicate with BBB. I uninstalled the app on other phone and changed the password. Their claim has no ground. 

      Business Response

      Date: 07/04/2025

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

      Customer Answer

      Date: 08/04/2025

       
      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.

      Although some aspects of their claim does not tell the whole truth, I would like them to reinstate /reactivate my car wash card. They informed me they WOULD NOT disable it but they did. They DID NOT tell me when buying the card that it was against their policy, nor is it found on the card itself. They put it in fine prints online somewhere which is not visible easily. 

      I would like my LOST days to be credited because they disabled on March **, ****************** almost * weeks.


      Sincerely,

      ****** *****

      Customer Answer

      Date: 10/04/2025

      Petro Canada has not activated my card yet. I cannot use it. Everyday, I am losing that day's pass. I am afraid they will not honour my loss days.

      Customer Answer

      Date: 10/04/2025

      I would like to thank you as BBB. Petro Canada has suspended my account as of March **, and they re-instated as of now April **, I lost ** days and they stole * days from my pass. If they give it to me, it is fine. If not, it is their greed. 

      Thank you BBB sincerely,

      ****** *****

    • Initial Complaint

      Date:31/03/2025

      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.
      Paid for 6 months in advance for a car wash and company did a ***** by making my balance 0 in the middle of the * ********* location is helping out and after *** hours of wait time and calling them multiple times, they are hanging up my phone.

      Business Response

      Date: 07/04/2025

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

    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.